Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently noticed a charge for ***** on my account. I didn't recognize the company and immediately found a contact email. Contacted and explained that I didn't know who they were and have never used said service. I soon discovered an additional ***** charge from Nov. I have never used this service and did not authorize the charges. I asked for a full refund and was told they do not have a refund policy. Yeah well I guess not if you can take money and not have to return it. I'm extremely annoyed and aggravated by all of this. It's not right and they just flat out refused to refund .

  Business Response

  Date: 02/03/2025

  Customer signed up on 10/15/2024 09:57:54 AM. All the information matched including email address. Customer received confirmation email at time of signup with all instructions. Customer also reset their email on 10/15/2024 10:04:15 AM and received an email to their email address with link which they followed. They successfully reset password and were able to login. Customer emailed us on January 27 (see email below) requesting to cancel and stating "I am no longer in need of the service as it's not in my budget." Thereby confirming they signed up and were aware of the service. Account was canceled on 01/28/2025.

   

  -----Original Message-----
  From: "****** *****" <********************************>
  Sent: Monday, January 27, 2025 4:31pm
  To: *****************************************************
  Subject: Cancel
  
  Hi I would like to cancel this service and would like to be refunded for
  the payment that was taken out. I am no longer in need of the service as
  it's not in my budget.

  Customer Answer

  Date: 02/03/2025

  I am rejecting this response because:   I have expressed multiple times I did not sign up for this service. I've asked them to show all the transaction in the account and they refuse to reply to me now. I won't even get in to how anything can be hacked now. I'm tired of being made to feel like I'm asking for something crazy. It's 2 payments of $19.99 and it's my money. This is absolutely unacceptable. I didn't use the services and I'm having to pay for it anyway. I will not just let this go. I will continue to call or email whomever until my money is returned. I will not pay for something I did not use.

  Business Response

  Date: 02/10/2025

  Customer emailed us on January 27 (see email below) requesting to cancel and stating "I am no longer in need of the service as it's not in my budget." Thereby confirming they signed up and were aware of the service. Account was canceled on 01/28/2025.
  

  Customer signed up on 10/15/2024 09:57:54 AM. All the information matched including email address. Customer received confirmation email at time of signup with all instructions. Customer also reset their email on 10/15/2024 10:04:15 AM and received an email to their email address with link which they followed. They successfully reset password and were able to login.
  

  Account is now closed and there will be no further charges.

  
  -----Original Message-----
  From: "****** *****" <********************************>
  Sent: Monday, January 27, 2025 4:31pm
  To: *****************************************************
  Subject: Cancel
  
  Hi I would like to cancel this service and would like to be refunded for
  the payment that was taken out. I am no longer in need of the service as
  it's not in my budget.

  Customer Answer

  Date: 02/10/2025

  I am perfectly fine with closing this case out. ******* has actually refunded the money back after I created a case and the company failed to comply with my bank after 10 days. So I'm completely satisfied with my bank but not the business.  

  Customer Answer

  Date: 02/11/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up after Christmas of 2024 for the 99 cent 3 month trial membership claiming I could download and keep multiple audio and language modalities. I received one confirmation email to my Gmail address and logged in to search for books. I had subscribed to Audible since 2017 and never had issues concerning my account or communication when needed. This company makes it impossible to call or gain any transactional information or cancelation procedures. I see multiple complaints of unscrupulous scamming of customers bank accounts even after they change their debit card numbers so I would assume they are stealing personal information to gain financial access and misuse it illegally. I am extremely concerned about this and want reassurance and confirmation that my membership is closed and no more money will be taken from my social security funds via my bank account. I Am Furious

  Business Response

  Date: 01/30/2025

  This is NOT our customer. We do not have a customer under this last name or email.

  Business Response

  Date: 02/10/2025

  This is NOT our customer and should be deleted from our account.

• Initial Complaint

  Date:01/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for the free membership to find that there are no apps or systems that can open the audiobooks. I have tried to cancel my membership before the free trial has ended and am unable to access the website or the app. Neither will load in order to perform any action or contact the company.

  Business Response

  Date: 01/30/2025

  Customer canceled the account themselves online on 01/19/2025 before filing this complaint and had received an online confirmation and an email confirming the cancellation. Account is canceled.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my subscription I have not received a email back or call from the company. There is no link on there web page to cancel a subscription.

  Business Response

  Date: 01/07/2025

  Customer sent multiple emails on January 3 and 4 and each one was replied to with cancel instructions. Customer's account is now closed.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a free trial due to wanting leadership ebooks. After signing up for the free trial, that book advertised was not there. When I left the website and came back, it stated that I did not have an active account. I reached out the same day (still in the trial period) that I originally signed up via their support email and they have refused to cancel the service and continue to withdrawal money from my account. The most recent email, they provided a cancel link. However, the link will only work if you can sign into the website with an active account. They also said due to terms and conditions that they will not provide a refund for the money they continued to take after I requested them to cancel the same day. I have attempted password resets, they act as if it's successful, still can't sign into their website because the account is "inactive". They are scamming people and making it impossible to cancel, they provide links that can only be accessed behind accounts that don't exist.

  Business Response

  Date: 12/19/2024

  When customer emailed on August 17, we emailed link to cancel account online as seen in the email thread customer forwarded. Customer canceled account on 12/16/2024 01:57:38 PM cst. There were only 2 membership charges on the account and the last one was on October 16. Account is now closed so there will be no further charges.

  Customer Answer

  Date: 12/20/2024

  I am rejecting this response because:   I feel as if this business hides behind the link that they send in the email that customers cannot access their accounts and I explained it in the original email that the site said the account was not active and wouldnt allow me to use the link that they had sent.  This does not replace the two payments of $19.95 that should have never been charged and stating that terms and conditions are the reason that they will not be issuing refund (email thread originally sent). After reading the complaints on the BBB I am not the only customer that has had this issue and I would appreciate a refund for the money the was taken after I requested help to cancel my account. 

  Business Response

  Date: 12/20/2024

  Customer was quickly provided the link to cancel which is the only way to cancel the account. We do not show that the customer tried to login or ever tried to reset the password. All that information is logged. We also do not see any communication from customer after the cancel instructions email until over 3 months later on December 6. The account is now closed and there will be no further charges..

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to cancel and there is no way to. Contacted them still charged me even though I cancelled with in the 30 days or tried too.

  Business Response

  Date: 12/19/2024

  Customer emailed on 12/15/2024 10:20:28 AM requesting to cancel and was emailed 9 minutes later with instruction and a link to cancel account. Customer canceled 10 minutes later on 12/15/2024 10:48:47 AM cst. Account is now closed and there will be no more charges.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested for them to cancel my account, they said they canceled it in August **** i still have charges for September and October.

  Business Response

  Date: 11/21/2024

  Customer originally contacted us from email ******************** which is different email then what was used to setup the account, ************************* Once customer provided the correct email, we were able to locate the correct account and have already issued courtesy refunds for the charges in September and October per request. Account is also now canceled.

  Customer Answer

  Date: 11/23/2024

  The business is not telling the full truth (see attachment). Yes, they have refunded the 2 months that I had to request the BBBs assistance to intervene and get them to cancel my account/ refund. However, I messaged them on August 30 from my updated email address, ********************* and specifically stated in that email the account is under ************************* ************ made it extremely difficult to cancel the account on the actual platform, then when i contacted them they did not fulfill the cancel request and continued to charge me although they stated it was cancelled. I believe I submitted the screenshots regarding that information, but I can provide it if I did not. Thank you for your assistance in this matter. 

  Customer Answer

  Date: 12/03/2024

  I am rejecting this response because:   

  The business is not telling the full truth (see attachment). Yes, they have refunded the 2 months that I had to request the BBBs assistance to intervene and get them to cancel my account/ refund. However, I messaged them on August 30 from my updated email address, ********************* and specifically stated in that email the account is under ************************* ************ made it extremely difficult to cancel the account on the actual platform, then when i contacted them they did not fulfill the cancel request and continued to charge me although they stated it was cancelled. I believe I submitted the screenshots regarding that information, but I can provide it if I did not. Thank you for your assistance in this matter. 

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. Please be aware that I have tried a few times to connect with someone at this company. On the 18th of September,2024, I wanted to get the trial that Allyoucanbooks was offering. I looked for 2 different items I specifically wanted. I had no lck finding either of them and frankly, could not maneuver through the site at all.I then sent an email within an hour asking them no to charge me and that I did not want the service at all...no more trial...nothing. They then proceeded to charge me the $19.99. I know it is not a large amount of money, but then they claimed I never told them I did not want their service. I have the emails sent. It is not necessarily the money, but the complete ignorance and the fact that they have blown me off and have THE WORST customer service ever. I do want my $20.00 refunded and an apology for bad behavior would be great as well. Please help.Thank you

  Business Response

  Date: 11/21/2024

  Customer emailed on Wednesday, September 18, 2024 1:39pm and was replied same day at 06:27:13 PM cst with cancel instructions. Customer canceled online on 11/01/2024 02:17:48 PM after 30-day trial ended. Accont is now canceled and there will be no further charges.

• Initial Complaint

  Date:09/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The merchant automatically signed me up for a membership without specifying the service and charged me $19.90. And the membership service information is written in a very unclear position, misleading consumers under the guise of free download of e-books.

  Business Response

  Date: 10/02/2024

  Customer checked the box agreeing to the terms & conditions of our services during the signup process. The 30-day trial and membership costs are explained right on our home page under how it works. There is also information on the checkout page and in the confirmation email. Customer signed in on 09/21/************* AM and canceled the service manually so there will be no further charges. Customer can use the unlimited service for the remainder of their prepaid term.

  Customer Answer

  Date: 10/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was registered for a free trial, and I canceled to the best of my memory. They're website account information was not very clear, and I was unable to see any information about when I signed up or when I would expire, and there was no direction to an option to cancel, which I was told would be my option when I signed up for the trial. I don't remember what happened next, I just have gotten distracted before finding the cancel option, but I was under the impression I canceled the account. Again, this was tedious and difficult to figure out when it was made to seem like a simple option. Yesterday September 1, I was unexpectedly charged ***** for a service I had expected had been cancelled, so I emailed the company and explained my situation. They simply stated that I didn't cancel and made it seem like they were doing me a favor by giving ** another month access. I have repeatedly explained I need the money, I was canceled already in my mind, I even tried to cancel but they own website made that difficult and I didn't know I didn't finish. Please help if you can. They didn't lose any money in this but I am really affected by that $20 right now. I submitted screenshots showing there is no beginning and ending information on my account page or an easy to understand way to cancel. I feel very taken advantage of.

  Business Response

  Date: 09/18/2024

  Looks like the customer signed up on 7/24/************* AM and trial ended 30 days later. Customer was emailed full instructions at that time including explanation of trial period. Customer emailed on Sunday, September 1, *********** to cancel the account and the account was canceled within 24 hours on 09/02/2024 05:43:12 AM. There are no refunds after trial ends as per terms to which customer agreed when signing up. Customer downloaded 5 ******************** during their membership. Account is now closed and there will be no further charges. Customer can continue to use their membership for unlimited downloads until the end of the prepaid period.