ComplaintsforMcGraw-Hill Education
Book Publishers
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 2, 2022 I purchased an ebook 1 year subscription from ********************* in the amount of $62.55 for my student's of AP Biology class. The business said it would send an access code to access the ebook. To dats no access code has been sent. I have spent 4+ hours on the phone ***************** overseas) and they cannot resolve the issue, and suggested I request a refund. My refund request was declined. PO NO: SEG-****-1******. Claim #********. The business cannot resolve this issue, and will not approve a refund.Business response
09/08/2022
A credit has been issued as requested on credit memo number ************ dated 9/6/22. If the customer would like to discuss the technical issues, we can work to get that resolved.Initial Complaint
08/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had paid for a **************** (ISBN ****************** book with the key the connect online access code on 5/17/2022. I requested a paperback book instead I received single pages of the **************** book. I'm requesting your assistance with this matter. I have attached proof of the receipt for 5/17/2022.Business response
08/12/2022
Student purchased bundle directly from bookstore, which included a Loose Leaf component. Loose Leaf is available to students as a lower cost option. The student may want to review their purchase with the bookstore.Customer response
08/12/2022
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
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I *********************** student I.D # ********** ************************ CCC (City colleges of *******) . Had a class winter course I took. The start date was December 19th the course was BUSINES 111 WC DA taught by ***********************************. ******************* My dad and i purchased the book or class code 3 days before to the beginning of the class date and paid for a next day air. we did not receive the book / class code till December 24th the day assignments were due. however, when we received the book code the code did not work. i missed out on assignment because of the uncomfortable conversation with connect reps of a span of 7 days. the class came with a 14-day free trail the class lasted 15 days .. but that was brought to my attention after i purchased the code that DID NOT WORK... as you know the financial aid paid for the book however i lost me for the reason of not complete the course in a high-grade expectancy. i sent an email and talk with the reps about refunding the money back to the school mentioned above... the amount is $210. plusBusiness response
02/18/2022
Customer provided proof of purchase, which was made through the schools bookstore, and not directly through McGraw Hill. Advised customer that any refunds would need to be requested through the point of purchase.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
purchased a book from this business via our university book store, directly through their company for over $100. Received their book pamphlet with their redemption code. Pamphlet contains their logo, business information, SKU code along with redemption code. The redemption code is invalid based on their website error code. Called over ten times, with calls lasting over an hour. I have emailed, and used their chat feature to remedy this problem to no avail. They do not believe that my code does not work, and refuse to offer a new code that does work. Other college students have had this same experience, leaving them out of $100-$1000 of book fees that they then need to re-purchase. This is taking advantage of college students who are already struggling financially, and no effort on their end to help assist. I just want access for my book which I spent money on, that is all. The book store on campus is a separate entity who does not issue or maintain codes for books, it only gives me the pamphlet directly from Connect themselves. This is predatory. Ive attached a picture of the pamphlet, one worked with no issue, the other did not. This indicates that I am able and understand how to input a code. The other upload is the clear error message that they are saying is not on their end and they will not fix.Business response
01/28/2022
We sincerely apologize for this issue. We did have our technical support team review the cases for this customer in regards to the code not working. The issue had been escalated, however, the cause of the code not working could not be determined. Therefore, a replacement code was provided to the customer via case number ******** on 1/**/**.Customer response
01/31/2022
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. Im impressed and thankful for the quick turnaround and the solution. Thank you for fixing this, I understand it is small compared to some complaints, but it was handled as if it mattered greatly! Appreciate the hard work and effort!
Sincerely,
*************************
Initial Complaint
10/21/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am the principal of a small private school. I purchased our math curriculum from McGraw Hill on 7/19/21. It was an online purchase and I paid for it, via Paypal, at the time I ordered. We received our order. Then a couple of days later, we received what appeared to be a duplicate order. We did not open the boxes, but we did call the company to notify them and we returned the boxes immediately. I continue to get notices from McGraw Hill stating that my account is extremely overdue. I have emailed several times, called multiple times from three different phone numbers and participated in an online chat during the last nine days. I cannot get my account representative to answer my calls or emails. She finally responded yesterday after a customer service rep placed her in a group email. She continued to state that my account is overdue and told me to remit $464.08. I do not owe any money because I prepaid for the order. Please help me settle this matter.Business response
11/16/2021
This concern has now been corrected and credits were issued. This has been discussed directly with the customer and the customer was provided copies of the credit memos on 11/16/21. Reference case number ******** if needed.Customer response
11/16/2021
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
10/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a book using an incorrect email address on September 7, 2021. After realizing my mistake I repurchased the book using the correct email on September 7, 2021 through a school website. This is a listed accepted refund issue on the website, but after submitting my information twice it has been declined. I would like to get my money back as I have never used the first book purchased.Business response
10/13/2021
Thank you for providing the necessary documents for the refund request of our digital product. A refund was processed on 10/11/21 and information was provided to the customer. Credits typically take 7-10 business days to be reflected on the credit card, depending on the banking institution.Initial Complaint
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had purchased two connect cards for two students with my own credit card ($193.50) through customer service. I later found out the cards do not exist for this title (from a different customer service agent) so I needed to purchase online (which I have basically paid for). So with the help of customer service, I tried to purchase again access to connect for two students. I was told that the only way this would work is to give two students who I do not know my credit card information so they could purchase the access. I said no and wanted my money back. I have been fighting this for three weeks. They are trying to send my money to the College that I work at and denying me my refund. It is to the point now that a manager was supposed to have called and nothing. All that I want is my money put back on my credit card that is racking up interest as I write this complaint.Customer response
09/27/2021
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. They have finally given me my refund to my credit card.
Sincerely,
**** ********
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Customer Complaints Summary
21 total complaints in the last 3 years.
6 complaints closed in the last 12 months.