ComplaintsforVitalSource Technologies, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On August 14, 2023 I ordered the digital textbook Cengage Unlimited ISBN# ************* for my daughter who attends ******************************. My credit card was charged $87.49 plus $5.91 tax for a total of $93.40. My order# FNL 86569007174054.Vital Source committed to providing a 4 month, 120 day subscription access to the textbook for her fall class but has not provided access. I reached out to the company on August 28 and spent 45 minutes on the phone trying to resolve the issue only to get the following email reply: "Thank you for your time and patience; at this level of Customer Support, we do not have the tools to assist you further; therefore, we are escalating your case to our next level of Customer Support." The assigned compliant # given to me was *******.I called again today (9/1/2023) and was told the exact same thing. When I explained that my daughter has an assignment that is due and needs the textbook she said there was nothing she could do and that she would escalate the case to the next level. Pretty much the same thing as the previous rep said. I asked for a refund I was told that there was no one there that could issue the refund. I want a refund. This company is bogus and running a scam. They should be put out of business so that other students and parents are not taken advantage of.Initial Complaint
03/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dear Better Business Bureau,I am a freelance medical writer. I purchased a lifetime subscription to the online APA style manual through the company Vital Source believing it would be more efficient to reference the manual online rather than carry a paper copy of the manual. I opened the manual immediately after purchase and to my horror realized the material was completely unusable. The pages take a long time to load and the font is tiny. This is clearly a product with poor programming and not practical for the end user. I used the chat function to ask for a refund but was told the company does not offer them. I really think people need to be warned about this product. I would not have purchased it if I had realized the poor quality in advance. I would like to have BBB help with a refund and also hope the company would re-evaluate its product to avoid taking people's money for an unusable product.Purchase information Order Confirmation: BGI88772766877993 Date: 03/05/2023 Transaction ID: ******************************** Sincerely,*************************************Initial Complaint
09/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have reached out three times because I am not able to get a refund on an e-book rental. They have moved my issue to tier 2 management three times and I have yet to get a resolution, I've only received automatic emails indicating that they will contact me within 24-48 hours which has yet to happen. The 14 days are about to expire in order to receive my refund and I am sure I will be denied my refund after that. I am honestly disappointed with the service.Initial Complaint
02/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have purchased one textbook entitled ********************* from your website under Order Confirmation Number *****************. Vital Source has charged me appropriate sales tax for the purchase. New Jersey Sales and Use Tax Act N.J.S.A. 54:32B-8.21 exempt sales tax on textbooks required for use at schools, colleges, and universities. Therefore, I request a refund in the amount of $3.97 to be refunded to my credit card.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.