Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I use the ******-**** ***************** for a college class. Five of my assignments totaling 12% of my grade have disappeared. ******-**** support says there is nothing they can do about it, there is no record I submitted anything. Now I have to redo these assignments, which will 5 - 10 hours. If I can't redo the assignments it will affect my financial aid, which could be hundreds of dollars or more. They wouldn't offer a refund, any solution, or explanation to the problem. I contacted my professor, I am now going to contact the **** and file an academic complaint against my college. I'm a straight A student and want my grades reinstated. I used this service previously and know everything was done correctly on my end, their system failed on their end.

  Business response

  10/24/2024

  Thank you for sharing your feedback with us.  We acknowledge your concern and apologize for the inconvenience caused to you.  Our technical support team has reached out to you with instructions on how to submit the missing assignments.  Please let us know if this doesn't resolve the issue.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband, ***** *******, was a co-author of a educational text "Critical Thinking, A Student's Introduction" (Royalty Author Relations Recipient Number #******, Reference #*****) He was receiving royalties on this text for many years, as there have been several editions. My husband passed away in November 2023. At some point, I was instructed by *********** to send a copy of my husband's will and letters of administration, so I could receive his royalties. I sent all of those documents to *********** by certified mail on Sept 12, 2024, but I never heard back. Since February 2024, I have called author relations at *********** repeatedly to resolve this matter and have left numerous messages that have never been returned. I intend to file a complaint in Delaware state court if I do not hear back from *********** in the next few weeks.

  Business response

  10/17/2024

  We are sorry to hear of the passing of your husband and the difficulties you have had connecting with us.We have lifted up your concern and you will be contacted by a member of the appropriate team soon.  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I used the link my Professor gave to access the textbook and it did not work.I got a cryptic error message.I went online to customer service and the virtual assistant was of NO help to **** tried calling to speak to a real person twice (Connect Support - Case ******** [ r******************************* ]).The person acted like this was my browser and cookies not anything to do with them.I need access to this textbook to do my classwork TODAY!If I have to buy an ebook textbook today from another company, than I want McGraw Hill to pay for it.

  Business response

  09/04/2024

  It is protocol for agents to do the normal troubleshooting when customers are having issues with our website.  if the steps don't resolve the issue, we would have escalated to our engineering team.  However, we do show that the customer does have their access using their school email address, effective 9/2/24.  If this is still an issue, please let us know.  

  Customer response

  10/03/2024

  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:
  
  I am NOT satisfied with the poor excuse of the Help Desk I experienced when I called for help accessing a textbook.
  
  ******* ***** 
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  ******* *****

  Customer response

  10/24/2024

  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:

  I am trying to read the textbook in preparation for an exam right now.
  
  ******-**** cut my access off just now.
  
  Now I can not read the textbook.
  
  If I try contacting tech support , they will claim that it is all about cookies in my browser and has nothing to do with ************ 

   

   

   

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

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

  Business response

  10/24/2024

  Thank you for sharing your feedback with us. We acknowledge your concern and apologize that you cannot access your textbook.  Our technical support team has reached out to you for additional information to help them resolve the issue. 
  

  Customer response

  10/27/2024

  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an online connect ebook from McGraw Hill Education. I realized I did not need the subscription. I also read on their website that if you are not happy with your purchase they will accommodate and refund, and offer a free trial. I contacted the business via email 3 days after purchase and told them what I was not happy with and requested a refund. This correspondence was stretched out from July 19th until August 10th when they told me to was past my 14 days to request a refund. I responded with an email that informed them I had requested the refund 3 days after purchasing and reminded them of the claims they have plastered on their website promising a refund for unhappy buyers, but I feel the correspondence was purposely avoided multiple times to decline my request. I since have been blocked from sending emails to the support email through my institution. The subscription I paid for is from July-December, yet Ive been blocked from contacted support for services Ive been charged for. Terribly unprofessional and false advertising. When you go on their website to a support chat it does not even have a send button to allow your response or concern to be sent within the chat. This seems like a terrible scam to me, as a student funds are scarce. They should be ashamed. I requested the free trial when i realized i could do so after reading it on their website.. I was asked if I would prefer the free trial, I said yes of course. They then retracted the statement and said it was no longer available and they suggest I keep what I purchased. They kept suggesting I keep something I was telling them I did not want. I would like a refund. *** purchased two years worth of college material from them and this one class material was the only one I wasnt happy with. You would think out of the thousands Ive spent with them they could accommodate ONE time and keep their word.

  Business response

  08/20/2024

  We sincerely apologize for the inconvenience that this customer has experienced.  McGraw Hill does have a 14 day return policy on all digital products.  I was not able to locate a case number requesting the refund prior to the 8/2/24 date, however, that was only 2 days beyond our policy.  The refund has been approved and processed on credit memo number ************.  We were not able to locate any indication that the email address has been blocked.  Just to confirm that you are contacting the correct place; to request a refund of digital product, you can do that online at our website link **********************************************************; Our technical support team is at ************, however they do not process refunds.  The customer service team is ************ and they assist with the refunds, or any issues related to order, billing, order statuses, etc.  

  Customer response

  08/21/2024

  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. Thank you very much for your consideration in this matter. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• 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.

*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. ↩