ComplaintsforMcGraw-Hill Education

• Initial Complaint

  03/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a textbook from McGraw Hill in January with a guest checkout account. There were significant issues with my card not being accepted initially, so there were several attempted transactions that I did not think went through. Several days later, I tried to determine if I had successfuly completed purchase of this textbook-- there was no way to retrieve purchase information using my email, since I had not made an account, and because I had not received an invoice or confirmation email I assumed that indeed the transaction had not gone through. I even verified that the book had not been charged to my debit card, which it had not. Because there was no evidence that my purchase had gone through, I tried again and successfully completed the purchase on January 24th, also with a guest account. I received an invoice a day later via email on January 25th. On January 29th, I received a second email with an invoice which I assumed was updated tracking and did not look further. A second textbook arrived and a second charge was placed on my account. I am in grad school, and I asked my fellow students if any of them wanted to purchase it from me. None of them did, so I decided to try and return the textbook. This is not done online, as it is a physical book, and must be started over the phone. After tracking down the number and the invoice, it did take me a few weeks to do all these steps, I attempted to make a return to the company today, March 7th. I was told that this book is ***************** window, and that the faulty notification system and the inability to verify purchase was not the fault of the company, and that there were not exceptions to be made. The return window that they stated was 21 days, which landed at the beginning of my semester and is much shorter than most return windows, which I assumed last ***** days. When I asked if there was anyone else to speak to or anything else to pursue, the answer was no.

  Business response

  03/12/2024

  We apologize for the experience our customer had in resolving their issue.  While we do have a 21-day return policy, there are instances that we should reach out for an exception to that policy.  A duplicate purchase would be considered an exception.  We have submitted a return label request to return the duplicate purchase and the email was sent directly to ************.  In addition, a credit has been processed for the invoice number ************.  The credit memo number is ************.  Credits typically take 7-10 business days to be reflected on the customer's credit card, depending on their banking institution.  A separate email was sent to **** Fitelly on case number ******** regarding this concern.  

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ************
  
  
  
   
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  * 1/21/2024 * McGraw Hill Education * Complaint related to Junk Feeds * $190.24 * Textbook and ****************** * Although the product of a textbook and homework problems for a class was provided, tax was placed on the transaction (** law does not allow for sales tax to be paid on textbooks) and a "Service" fee of $3.99 was charged. As there is no other way to pass a class without the textbook and there is no other way to purchase this item, both tax and "Service Fees" should not be charged.* Attempted multiple times to contact customer serivce, long hold times inexcess of 1 hour have prevented an explanation/resolution * Order # ***************

  Business response

  01/26/2024

  We have reviewed the concern with our corporate tax department and the response to the tax issue is that it is true that Pennsylvania excludes from sales and use tax textbooks for use in schools, colleges, and universities, per 72 P.S. section 7204(33),************ taxes electronically and digitally transferred products, including software as a service (SaaS), when the user is located in ************.Unfortunately, in the absence of guidance from the state that textbooksincludes educational SaaS products such as Revsines Connect Online Access for Financial Reporting & Analysis, McGraw Hill cannot interpret textbooks to include SaaS for this purpose and must charge sales on Connect subscriptions.

  As for the service fee charge, service fees are commonly applied to ecommerce transactions to offset costs associated with either the fulfillment or set up and support of the ordered product or service.  McGraw Hill does apply a modest service fee to offset costs associated with the set up and support of our premium digital products.

   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The McGraw Hill ******* book and assignments are riddled with mistakes. I've sent a number of them already to McGraw Hill. I'm on Chapter 13 with 8 chapters to go and there are mistakes in every single chapter so far - not just 1 or 2 either. I refuse to do any more "free" work for you. Get better editors. It is ridiculous that as a student learning this material I'm finding multiple mistakes in the text and assignment that is supposed to be delivering the basis of the knowledge I'm trying to acquire. Incompetent is the nicest word I can think of for whoever is responsible for this. The book is Statistical Techniques in Business and Economics 19th edition

  Business response

  09/29/2023

  We appreciate the information provided by the student regarding corrections within our product.  We have escalated those details to our Editorial team and they are reviewing the product and will be making the necessary updates for the next release of this title.  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work for Future Leaders Outreach Network; we made a purchase on August 2nd (Invoice No. ************) and still have not received and accurate receipt reflecting the purchase.I spent nearly two weeks setting up my company's Tax Exemption with McGraw Hill and was sent an email one-week prior to making the purchase (July 28th - Email Attached) confirming that our company's Tax Exemption had been set up; however, when I received the "Original Invoice" it stated that we were charged $7.79 State Tax. As we are a Non-Profit funded by Federal/State funds; our financial records must be exact in order to pass ongoing financial audits. I have expressed this to McGraw Hill, and the issue(s) created by them sending us an incorrect invoice-for-purchase. I have been requesting a corrected invoice since August 2, and still have not received one.In written responses to my complaint(s); McGraw Hill has repeatedly blamed their "system" for my not getting an accurate receipt for our purchase; however, it is evident to me that if it takes over a week to get an accurate receipt-of-purchase that McGraw Hill "does not have a functional system" or is being purposely obstinate in not providing me a receipt for our purchase.McGraw Hill should not be allowed to make our business dealings difficult, potentially causing us to fail an audit to justify their inefficiencies.

  Business response

  08/16/2023

  We do apologize for the delay our customer experienced in requesting a corrected invoice.  We do have our technical team reviewing why the order charged tax, so this will not be an issue in the future.  A copy of the customer's requested corrected invoice has been emailed to the customer, which reflects no tax billed.  The tax was refunded to the customer's credit card accordingly.  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Through out the entire summer of 2023, june 1st to august 5th. Aleks the math program, is not only blatently flawed but has severe issues that mcgraw hill to this day still hasnt fixed. Even if I get math problems correct, the program still says its not. Whats beyond annoying is, its entirely up to aleks if I pass a class or not, and im getting tired of getting the problems correct but ***** still says its not. Im bothered by it, and over it, i spend thousands of dollars a semester for college, and the effort I put into my math class never goes anywhere because aleks for the life of it, cant tell what it wants. I want the buisness to take responsibility for once, and either update aleks or refund students their money for forcing them to use such a outdated sham.

  Business response

  07/12/2023

  We have reached out to the customer to see if the technical issues outlined had been reported to our technical support team previously. We have not received a response after several attempts.  Our technical team also reached out and was advised that the customer had reported this to the **********************.  Due to no response from the customer, we are unable to determine or research the issues being reported.  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have recently done your course learning program for care and athletic training, I did about 40 assignments including the quizzes, the problem lies with the fact many of my assignments were marked incomplete and has no status of me doing them and my professor has given me zeros for this. My question is do you have the ability to fix this and give me proof that i have done it. My grade is on the line.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Good morning,On Friday February 17, 2023 , a coursemate of mine ( **********************) assisted me to buy two online ********************* textbooks for my MBA classes. The books cost $163,46 ,$141.63 respectively, which payment was made for each. I found out that the payment was accepted but access for the book is still show expired. The email of the payer is ***************** and he has promised to furnish you with any information that you may need to investigate the payment. You may also contact him on the phone number **************.please I have a whole lots of assignment to do with the book.iy is a ********************* *****(6th edition ) book . Please help resolve the issue and fast as possible. * * *

  Business response

  02/22/2023

  ***************************** was contacted this morning, Feb. 22, 2023 and confirmed access to both Connect courses. Student stated he was successful in completing assignments. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  20+ years ago a friend published diabetic cookbooks with McGraw Hill and were to receive royalties each year. These royalties were passed along to family members when the author passed away. In 2021 the last relative passed away with royalties to be passed on per a will. It has been over six months since paperwork was sent into McGraw Hill to make the transfer of the royalty payment with no response. They have not answered emails or phone calls in regards to the matter. We just want to close the estate and cannot do so until this matter is finished.

  Business response

  01/23/2023

  We have connected *************************** to our ******************** and they have confirmed that this will be resolved. 

  Customer response

  01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am waiting for the complaint to be totally resolved.  I believe it is in the process.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attending *************** College in ********** **, and the McGraw Hill Education providing the online classes for the college, I am enrolling in a class called LOG-240 in the Supply Chain degree, and I have an assignment for the class that the system is preventing me from access it multiple times. The assignment name is [Practice Operations Module 3: Forecasting and Contracts] this is the third assignment and it is a graded assignment. Usually the first attempt is to learn and then to practice it, but the system allowed only one time to access it and won't me to do it anymore. I called the company on Sunday 11/20/2022 and their agent kept asking the same question again and again without an attempt to advance the conversation and solve the problem. Then I open a case online [********] and pass 3 days and the assignment getting close to the due date and the problem didn't getting fixed. On Monday 11/22/2022 I called twice and asked to talk to a supervisor and the first person answered [******] said we don't have one, and they promised to call me back in 5 minutes but never did.I called again on Wednesday and the same story, their phone agent kept repeating the same questions an same sentences from the screen in front of her without doing anything. So, I asked her to give me a supervisor and she said that she can't reach one, so I told her I am going to report it to their Headquarter, after few minute one of their supervisor [**************] called back, and same routine they keep telling that they see there is a case open, and that they understand my frustration (repeating over and over), but when you I asked them why the problem isn't solved, they avoid to answer. I tried to explain to her since they are an Education business, that every question with "WHY" supposed to have an explanation answer and you don't answering my question "The case is open for 3 days, assignment has a grade, due date, and I am PAYING YOU for that" why it's not solved? no answer.

  Business response

  11/28/2022

  We have located several cases regarding this concern.  Our technical support team has responded to emails, advising that ******************* reach out to the course Instructor.  Our technical support team cannot change or override the settings within the Instructor's account.   

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I don't accept their respond because:

  1- I didn't receive any Email telling me to contact the instructor, and if they did, why they didn't attach it to the complaint answer!

  2-I called them couple times, and after their representatives couldn't solve the issue, then I asked them to let me talk to the supervisor, they couldn't find a supervisor available, so they told me that a supervisor will call me in 5 minutes, and they never did.

  3- In both cases, I do not need their response after this, and I don't need the refund, because after their lie in this response the case will move to higher level as a Lawsuit, so they can bring with them (My open Ticket, My phone calls to them asking for supervisor and hear them saying "He will call you in 5 minutes", and the Emails they mentioned in their response saying it was sent to me advising me to contact the instructor)

  4-The Secretary of Education will be copied too.

   

  Regards,

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted McGrawhill because my access code for Connect was "expired". Even though, I had just gotten it 2 weeks prior. The first person I contacted was great and helped me connect with support. The second person immediately said my textbook was expired on July 10th 2021. It is September 14th 2022, so I explained that it would not make sense. Eventually it was brought up that I gotten my access code through ***** so I needed to contact **** for it. Which **** only let me know that they just gave out the access codes from McGrawhill. I let this person know that I still needed help figuring this out and they completely left the chat we were in. Leading me to call them again. When I saved the transcript it only showed me talking to the main agent.

  Business response

  09/16/2022

  The student called and asked for assistance since she was having a hard time registering to her course due to access code used. We walked the student through registering. The reason she was having issues and why it showed expired was because she was registering with the wrong email address: ********************. She registered the new code under email address: **************. The student worked with our Technical Support team and issue was recorded on case ********. The student has access to the product. 

*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. ↩