ComplaintsforAll You Can Books, LLC

• Initial Complaint

  10/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My minor child signed up online at All You Can Books for ONE book for a HS class. They have been charging him $19.99 a month for a year. They will not refund him the money ($220) because I was told he signed up and did not cancel the subscription and they "do not have a refund policy".

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/10/07) */ The credit card on file and CVV code on the back are an exact match. Customer called 09/04/2021 09:55:06 PM CST and account was closed at that time. Last charge was on 7/25/2021. There have been multiple logins since account was setup including most recently 03/26/2021 12:51:21 AM. Account is closed, there have been no further charges in over 2 months so there is nothing further we can do. Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My minor son only order ONE book in August 2020 for school and did not understand what he was signing up for. Monthly payments have been withdrawn for his bank account for a year. $220 for ONE book! Your records show he did not order anything else. This company does not care and continues to get away with this. There are many reviews where they continue to screw people over. Have you no heart? A CLASS ACTION LAWSUIT should be conducted. Business Response /* (4000, 9, 2021/10/08) */ All the information is valid and matched. The account had multiple logins and was not canceled until 09/04/2021. We have issued a courtesy refund for the last charge in July. We cannot go any further back. Consumer Response /* (4200, 11, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only ONE book was ordered by my child back in August 2020. All You Can Books kept making withdraws for a year...taking All They Can! A refund of $19.99 isn't suffient while they grossed $220 from a minor for only ONE book. Very disappointed in this company who kept taking money from a minor child saving accountfor a year. The "multi logins" were probably recent to see what was going on, nothing else was ordered! My son just wanted ONE book for school. People beware! This company has no ethics and will NOT do the right thing. Please research how many bad reviews they have regarding this same issue.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial and attempted to cancel after I saw bad reviews online. I never wanted to continue as a customer with them. Now I know firsthand why they have so many bad reviews. They are now saying I never canceled and charged my card anyways. When I contacted customer service about it asking for a refund, they refused -- even though it is very clear that I NEVER used the service even once. They even condescendingly said my card was "conveniently charged" and that I "agreed to this." I cost them absolutely no money, as I never read/used/downloaded a single book, and yet they are refusing to refund me the $19.99 that was charged. This has been a total pain and the customer service has been horrible. I don't have time to deal with this and am very upset that they wouldn't help. I am planning on cancelling my credit card because I do not trust them with my card information, but still need the refund.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/09/18) */ First contact we received from customer to cancel account was on Monday, September 13, 2021 7:13pm. Account was immediately canceled at that time and confirmation email was sent to customer. Your account has been canceled and there will be NO more charges. I want you to be a satisfied customer. Therefore, for the rest of your prepaid term you will have full access to AllYouCanBooks.com. You can download HUNDREDS of dollars worth of audiobooks and ebooks - as many as you like for no additional charge. And the best part is they are all yours to keep! The membership program and the free trial offer are explained right on our home page - https://www.allyoucanbooks.com - under "How does All You Can Books work?". When you placed the order, you checked a box stating that you read and agreed with the Terms of Use listed to the left of the order form. We put that there to make sure all our customers review, understand and agree to all the Terms of the All You Can Books membership program before proceeding with the order. To reread the information, you can also find all the details on our Terms of Use page. Just go to our main website - www.allyoucanbooks.com - and look for the Terms of Use link at the bottom of the page. Since you did not cancel your account during the trial period, we conveniently billed your card as per the Terms of Use. The good news is that all audiobooks and ebooks that you have downloaded are all yours to keep and enjoy. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are still trying to avoid refunding me for a product I NEVER used. I do not WANT access to these books, or to be associated with this company, which is why I cancelled. I NEVER used it, never downloaded one. I can provide proof that I NEVER USED IT. Which means I cost this company absolutely nothing and they are still trying to take my money by refusing this refund. The customer service was so unhelpful and rude, and this response given to the BBB was the exact same template that you emailed me after I requested a refund in other words, no new information, and you have absolutely NOT resolved my issue. I DID NOT USE THIS SERVICE AND I WANT MY MONEY BACK. I do not appreciate being taken advantage of by a massive business, as I have several children and money is tight. This was my hard-earned money, and I am not using this account nor have I ever used it. The condescending words of "conveniently charged my card" are especially infuriating, considering this has taken way more effort than it should to get a simple refund. You would think for such a big business they wouldn't be pinching pennies like this. $19.99 USD is a lot of money for me. I need a refund, immediately, FOR THIS UNUSED PRODUCT. Please do not send the same email template for a third time, it is unhelpful. Business Response /* (4000, 11, 2021/10/23) */ We have issued a one-time courtesy refund for the charge

• Initial Complaint

  09/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We originally thought this would be a good service to supplement for our son, for him to be able to have access to the same books he was reading at school on his tablet. However, the selection is not at all what they advertise. We realized this about 2-3 days into the "free" trial and I called the toll free number to cancel. The representative didn't do her job and actually cancel it like she said she did. I didn't find that out until I received a charge for them. To which I immediately emailed them and called them to try and rectify the situation. Well the rep said she would make sure it was actually cancelled this time and would have a manager call me back or email me about getting the charge refunded to me. Well I received a canned email telling me I didn't cancel in time (which I did, it makes me think they do this often to people) so the email in short said sorry but you basically have to accept it and eat the cost even though I did cancel in time.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/09/14) */ Customer has been issued a full courtesy refund Consumer Response /* (2000, 7, 2021/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business is not transparent with their product offerings. You have to enter credit card information to access product information. After I did so, none of the books were what I needed (for work.) I canceled the account to the best of my knowledge, and never accessed it used the account. When I noticed charges on my bank statement, I called the customer service line. The rep hung up on me. I emailed support and the Elaine emailed back saying I still had an account, declining a refund. This company is running a scam, do not give them your money as you won't have the product paid for, be able to cancel and close your account online, or be refunded for fraudulent charges.

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/08/30) */ Customer last login was 08/25/2021 04:38:57 PM CST. Customer called our customer service on 08/25/2021 04:41:14 PM CST and was canceled at that time. Customer can continue using the service until 09/20/2021 as explained in the cancellation email. The membership program and the free trial offer are explained right on our home page - https://www.allyoucanbooks.com - under "How does All You Can Books work?". When you placed the order, you checked a box stating that you read and agreed with the Terms on the order page. We put that there to make sure all our customers review, understand and agree to all the Terms of the All You Can Books membership program before proceeding with the order. The Terms were also listed on the confirmation page you probably saved after finishing your order. We also sent you a confirmation email right after you completed the order detailing how our program works. To reread the information, you can also find all the details on our Terms of Use page. Just go to our main website - https://www.allyoucanbooks.com - and look for the Terms of Use link at the bottom of the page.

*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. ↩