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Business Profile

New Books

Vista Higher Learning, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Books.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/28/2024

    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 purchased a *** online book which was required for my Spanish class at ***********************. A while later I needed to withdraw from the class due to medical and financial issues. I asked *** for a refund and was told that code-only items were non refundable. This is unfair to college students who are using financial aid and barely have money to drop on a $100.00+ book and I was not offered the option to obtain a physical copy in order to meet refund requirements. If the option was available, I surely would have taken it. It seems I paid $109.00 that I really could not afford for an online book that I cannot return, cannot sell, and can no longer access if I choose to take the class again. I have medical bills and other bills to pay for in lieu of not being able to continue this course. Based on countless 1 star reviews, I think it is best that VHL changes this refund policy and refunds my wasted $109.00. There is one small section after purchase that states a code-only item is non refundable. I bought an entire online book, which to me is not just a code. It is an entire book. That language is confusing and led me to believe I would be able to get a refund. Please refund my $109.00 at your earliest convenience if you care about the struggling college students who use your platform.

    Business Response

    Date: 10/29/2024

    Hi *******,

    In spite of the fact that our policy is that we do not accept returns of codes, we have made an exception and processed a full refund of $109.00 for your order # AA2286418 from our website, ************************. You should see that refund back to the **** card used on the order shortly.

    We appreciate your feedback and apologize for any confusion this policy may have caused.

    Please let us know if you have any further questions or concerns or if you need anything else.

    Thank you,

    Vista Higher Learning

    Customer Support Team 

    Customer Answer

    Date: 10/29/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    ******* *****
  • Initial Complaint

    Date:10/23/2024

    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 purchased a code for access to an online textbook for a college course from ***. I dropped the course an hour later. I was told by ************************ that I had to contact *** for a refund. I went to their website, and it states no refunds. IT DID NOT STATE THERE WERE NO REFUNDS PRIOR TO MY PURCHASE. I still sent a message through *** website asking for a refund and have gotten no response. I wasn't given an account number or any receipt. I do have proof that $149.00 taken from my checking account.

    Business Response

    Date: 10/28/2024

    Hi ***,

    I apologize for the confusion. Although it's stated on our website, that we do not offer refunds for code only purchases from our website, we made an exception and did process this refund. We sent a response to your ticket # ******* on October 18th to the email address of ********************** advising that we have processed a full refund for your order # AA2382773 in the amount of $149.00. Since we processed that refund on our end on October 18th, you should see that refund of $149.00 back to the **** card used on the order soon thereafter. 

    Please let us know if you have any further questions or concerns or if you need anything else.

    Thank you,

    Vista Higher Learning Customer Support Team 

    Customer Answer

    Date: 11/05/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    Im thrilled to get a refund but it still has not posted to my checking account. 
    *** ****** 

    Business Response

    Date: 11/06/2024

    Hi ***,

    We processed this refund back to the **** card # ending in 7159 on 10/18/2024. The receipt of this refund is attached. Please contact your bank or credit card company to help find that refund on your end. 

    Please let us know if you have any further questions or concerns or if you need anything else.

    Thank you,

    Vista Higher Learning

    Customer Support

  • Initial Complaint

    Date:10/14/2024

    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.
    My son who is a college student, had a professor request of their students to order a brand new specific Spanish book from this website. Vista Higher Learning Order #AA2265450.Vistas 7e (6-12) Student Edition(Loose-leaf) + Supersite Plus(vText) + wSAM (5 month-duration)SKU: 978-1-54339-533-4 1Access Code: ARNFNNSEVFDN $154.80 Subtotal$154.80 ************************ Taxes $8.21 VA STATE TAX $6.66 VA CITY TAX $1.55 Grand Total$163.01 He ended up dropping the class. The book arrived after he dropped the class. We mailed it back per the company's instructions. The book was unused and unopened. They received the book on September 13th, 2024. Once I saw the book had been delivered and signed for and I got return receipt, we waited a few days to see if there would be a credit to his account. After not seeing or hearing from them I phoned in. The person I talked to that finally helped me was ******. She and I emailed back and forth about the return. This is what she wrote me, "After reviewing the tracking number, we could see that the textbook was returned to our warehouse on September 13th, remember refunds take up to 30 days to process after the materials are received at our warehouse, if you have not received the refund by October 13th, please reply to this email." I replied to the email that we did not receive the refund as of yesterday. She stated she would expedite the "issue" to customer service. When I called in today to inquire what was going on, I kept getting the same answer that a supervisor would be replying to the email concerning the refund. I was in business for myself for 30 plus years and have NEVER had a refund take this long. I asked to speak to a supervisor and they said there were not any available. This is absolutely ridiculous. My son has a balance on his credit card for this book. He needs his money back.

    Business Response

    Date: 10/15/2024

    Hi *********,

    We apologize for the delay in the processing of this refund for the return of order # AA2265450 from our warehouse. We have issued the full refund of $163.01 back to the Discover card used on the order today. Thaila on our Customer Support team replied to your ticket #******* with this information as well.

    Please let us know if you have any further questions or concerns and again, we apologize for the delay in the processing of your refund.

    Thank you,

    ****** *******

    Director of Customer Support

    **********************

    ************************ 

  • Initial Complaint

    Date:08/29/2024

    Type:Customer Service 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.
    This company makes it almost impossible to fix any issues with their digital access codes. I made the mistake of opening the link on my daughter's access code (she is 14 and freshly out of middle school, so I do not think it is that weird that, as a parent, I clicked a link which was sent to my email, because I wanted to see what the digital platform was like). Well I did not read the whole paragraph above the link which said now this link is useless now because it is now linked to my account (the person who actually did the purchasing), not hers. So we had to buy a whole new digital access code to the tune of $120 on top of the $165 that I had already spent. Given the number of complaints here based on confusion around their digital access, I would say they have many other customers who have been burned. Stay away if you can but most of us, unfortunately, have no choice in which textbooks we have to buy. I fairness, I will say that the companies customer service is very responsive, but the solution they offered me would only have given me back around $45 and there was a caveat that I would have to spend $120 more to get a new book and get absolutely nothing back if my return "did not meet the conditions to get the refund". No thanks.

    Business Response

    Date: 09/05/2024

    Hi *********,

    If you placed an order from our website, vistahigherlearning.com, and accidentally redeemed the code in your account instead of the student's account, we would be more than happy to move that access to the student's account at no additional charge. I apologize if that was not communicated to you or isn't what happened. Since the original order placed contained a physical item, our Customer Support team advised to return that for a full refund and place a new order. I understand that is not the best resolution there and we should have swapped the access. 

    With that being said, I see your two orders placed. I see the first order, order # AA2227382 for D'accord 2024 Level 2 Student Edition (Hardcover) + Prime + eBook (24M) in the amount of $176.52, which includes the textbook. And the 2nd order, order # AA2283308 for the D'accord 2024 Level 2 Prime (24M) code only in the amount of $129.85. We will issue a full refund for the 2nd order. You should see this refund of $129.85 back to the card used on this order shortly.

    We apologize for the confusion and inconvenience.

    Please let us know if you have any further questions or if you need anything else.

    ***************************

    Director of Customer Support
    **********************
    ******************************
    ****************
    ************
    Web: ********************************
    Return Policy: ********************************/return-policy

    Customer Answer

    Date: 09/05/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *******************************
  • Initial Complaint

    Date:02/26/2024

    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.
    On January 10, 2024, my senior in high school purchased a French textbook from Vista Higher Learning with SKU 978-1-54338-454-3 and under VHL passcode ARPASVKKMWH for $149.00. Within a couple of days, after consulting with her high school advisor, she dropped the French course and signed up for an alternative class. She never utilized the French textbook. On February 19, 2024, I contacted Vista Higher Learning to request a refund. They state that they have a no refund no exceptions policy for online textbooks. This is an exceedingly egregious policy and takes advantage of underage kids and their families. We would like a refund for the full amount or at a minimum to complain about how this company is mistreating children and their families.

    Business Response

    Date: 03/14/2024

    Hello ************,

    We apologize for this inconvenience. Our refund policy on our website does state that we do not accept returns or process refunds for standalone code purchases and these terms were agreed to upon purchase. However, we have made an exception to this policy and processed a full refund for your order # AA2088210 from our website in the amount of $149.00. You should see this refund back to the **** card used shortly.

    Please let us know if you have any further questions or concerns or if you need anythiung else. And again, we apologize for the inconvenience.

    Thank you,

    ***************************
    Director of Customer Support
    **********************
    *************************************************************************
    ************
    Web: ********************************

     

  • Initial Complaint

    Date:02/25/2024

    Type:Customer Service 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.
    Vista Higher Learning has proven to provide horrible customer service, and when I requested to be passed to a super visor. the coustomer servicer representative attempted to end the conversation stating that I was not replying soon enough, even though all conversations via the chat are time stamped and recorded and I have a transcript copy of the conversation. When I address the fact, that she was failing to escalate the issue, and that she was attempting to end the conversation on a baseless time frame, as she took longer in her responses. She eventually, said I would be reach out to via her supervisor with the same information, after addressing customer service overall and how this very topic is tough in my college so I am aware, how this process should have proceeded, but it shows either that the operations directive for customer support, is not meant to aid the customer outside of simple IT considerations, especially if there leadership is directing there staff to not connect the escalation of the issues. Addtionally when I address the issue with the supervisor, I was then again ignore and given one sentence responses. WHen I address the customer service information and issues, he complete disreaded the issue and stop communicating on Jan. 25, leaving my last messages with no replies.

    Customer Answer

    Date: 03/10/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *************************-makescoldweather
  • Initial Complaint

    Date:11/08/2023

    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 purchased a textbook from Vista for $291 and immediately recognized it was the wrong book, but when I contacted the company, they said the order was already in process and I would need to return it when it arrived. I returned the book and have been charged installment payments even after they acknowledged receipt of the return. When I have called, they acknowledge receiving the book on 10/16/2023, and I have been charged twice since that time. They have refused to stop those charges or to refund my payment. They now have the book and continue to charge me for it.

    Business Response

    Date: 11/13/2023

    Good morning,

    Do you have an order number? We do not offer installment payments so I would like to verify the order was placed directly through Vista Higher Learning.

    Thanks, ********;

  • Initial Complaint

    Date:10/18/2023

    Type:Sales and Advertising Issues
    Status:
    UnansweredMore 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.
    Vista Higher Learning mislead my daughter and made it confusing for her to access her Spanish Book. We had already purchase the code for the book from the ******************* and the company caused enough confusion that she thought she had to pay them to get access. In addition, within four days she dropped the class. She never accessed the book or did anything with it. We reached out to VHL to request a refund and at the time the customer service rep stated he would submit a request. He never mentioned that they are non-refundable. We don't need two copies and especially for a class she dropped. The original purchase date was August 23, 2023 and it would have been under *********************.
  • Initial Complaint

    Date:09/20/2023

    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.
    On Friday August 11, 2023 at 6:51 p.m. I purchased the textbook "Themes-AP French Language and Culture" order# AA1903982 The website stated that the book "aligns perfectly' with the new AP standards. This gave me the impression that this was the most current version of the book since the publication date was not listed on the website. My daughter had her first homework assignment out of the book 9/19 and could not find the assignment on the page that the teacher stated. At that time I asked my daughter for the **** number and it was then that I realized that the company had in fact sold me an outdated and obsolete book. I contacted Vista Higher Education and asked for the process to return the book and they stated that it was past the return deadline since I ordered the book over 30 days ago. I explained to them that the book was not received on the date that I ordered it and that my daughter did not have cause to use the book until last night so that it would have been impossible for us to realize that thy sold us a book that was worth less than $2 for over $140.33. They have refused to accept a refund even when I pointed out that I felt defrauded since the book was presented as being up to date and since they were the publisher I had no reason to expect otherwise .Please see the way the book is presented on their website in the attached screenshot and further see the resale value of this edition of the book in a separate screenshot.The book is presented in a misleading manner and I reached out as soon as it became apparent that the book was not the latest edition as presented. Since I cannot have my daughter missing her lessons,I will order the correct book directly from my daughter's school's bookstore at a higher price. since Vista would not even apply the credit of the obsolete book to the new one Even in new condition there are few book resellers who will take the book.

    Business Response

    Date: 09/27/2023

    Good morning,

    Please provide proof of purchase as well as student name and email address. Once we receive that information, we can investigate the order.

     

    Thanks, ********;

    Customer Answer

    Date: 09/27/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

    I have provided the required proof of purchase.I was unable to get the full document in one screen shot.  My daughter's school e-mail is ****************************************************************************  Please do not under any circumstances contact her since she is a minor and the use of her school email in this situation would be against the school's authorized use policy.

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

     

     

     

  • Initial Complaint

    Date:08/23/2023

    Type:Sales and Advertising Issues
    Status:
    UnansweredMore 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.
    On 8/17, I purchased an code for an online German course. However, I had to drop the course today on 8/23 due to my disability and don't plan on retaking the course, so I no longer need the access code. I'm aware that there is an apparent "no refund" policy on access codes, and wouldn't file a complaint if I dropped the course for any other reason. I have disability accommodations with my university, but I still had to drop the course due to its heavy effect on me at this current time. I feel like it would be a violation, and is unfair that I can't receive my money back due to having to drop the course because of a disability.

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