Additional Complaint Information

Customer Complaint:

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Initial Complaint
01/21/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was sold educational books via international student from this Company. She showed me the people who also bought books in my area---their names and addresses. I agreed to buying a set of books which was paid by installments. To my surprise I was enrolled into an online subscription which cost nothing BUT had monthly automatic withdrawals from my bank acct.I feel I was not informed at all about this online enrollment and rec'd no email stating I was enrolled. I have never ever signed in or used this *************** online acct shows ******************** bus as monthly debit so I assumed it was a bus pass we paid for our child going to Work/School. I contacted my bank and business.I feel very uninformed and this was a really tricky and sneaky tactic! I would like my money back
Business response
01/23/2025
The consumer entered into a purchase agreement with an independent student representative on June 13, 2018 for four sets of books and an online monthly subscription for websites and apps. Attached is the contract.The process for the subscription is that there is an activation email that is sent to the consumer so as to proceed with a charge for the subscription. Our company is a third-party to the sale, processing the order turned in by the student in real time and signed by the consumer. The payment detail on the contract and receipt details the payment plan and the recurring charge for the subscription.The subscription has been cancelled per the wishes of the consumer. Our company is refunding 12 months as a goodwill gesture toward the consumer.
Initial Complaint
11/09/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a door to door salesman show up to my home relentlessly. After the 3rd time I broke down and bought books from him. One set of the books were religious based. They did not align with my beliefs on the Bible. I emailed the company and asked to return them. They said they couldnt per the contract. I dont have a copy of a contract. I had a man show up, force books down my throat, and now insists I still owe him almost $300. They call and text relentlessly for this money, for books I do not want, I am not using, and again I was never given a paper copy of this so called contract. I dont even have proof of the money I have paid. I would like them to send me a box, so I can send these books back and be left alone!
Business response
11/12/2024
The consumer has been contacted via email, as the independent student dealer was able to authorize and provide a solution.
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying for months to get a refund from this company and to cancel my subscription. When I finally got into contact with someone a month later I was told I can not cancel my subscription. My job has been cutting hours and Im now making half the money Im making I cant pay my bills. And now my account is in over draft because I cant afford the payments. Now its either I pay the overdraft and I allow my car insura To lapse or I have no cell phone or my rent will be short. To be honest I dont even have the money to pay all those things and the fact that I have to pay for books I dont even have in my possession over my car insurance is crazy to me. I would like to speak to someone who can help me because now its affecting me and my kids lives.
Business response
11/05/2024
The consumer entered into a purchase contract for educational products from an independent student representative on July 27, 2024 for $716.88. The consumer agreed to six payments as follow: 8/2 $119.88; 9/2 $199.45; 10/2 $119.45; 11/2 $119.45, and 11/16 $119.The first three payments went through. The second two payment did not. A payment on 11/2 is still being processed. The day before a payment was to be processed, the consumer was sent a text letting her know the payment would be charged on 8/1, 9/1, 10/1, and 11/1. The consumer is after the Federal three-day cancellation period. As a third party to the sale, our company cannot refund the product. We will check with the student representative and see if product for the amount paid can be sent and cancel the rest of the order. Though, this is a decision to be made by the representative and not our company. The contract is attached.
Initial Complaint
09/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased the books form an employee named *****. She was more worried about making her sale than actually explaining the books. After she left our home which was late around 10:30pm. I had issues with the purchase so I contacted customer service directly by email. Let them know I was needing to return the purchase, they offered a refund once the books were received, apparently the company notified ***** she started constantly coming to my home which felt like she was harassing me for the books, I had already contacted customer service but she did not care, u til this one day she showed up nice again to my house, I was already upset in how she was handled the situation I unpacked the books from the box I purchased to return and gave her all the books and now she made a false claim that I didnt return all the books and the mi why I was refunded was taken away from me. I reached out ti them again and they have no resolution for me, I would just like my mi ey back because I returned all the books and its not fair that they keep my money all because the employee is being bitter
Business response
10/02/2024
A transaction took place on July 10, 2024 between the consumer and an independent student dealer for the purchase of educational books and a monthly subscription to learning apps and sites. The total was for $1274.66. The consumer exercised her right to cancel within the Federal three-day cooling off period. While the company was sending a pre-paid label, the dealer collected the books so she could put back in her inventory and resale them so as to not lose out on the shipping she paid to have them sent to her. The dealer states all product was collected except the Social Studies volume. As a third party to the sale, it is the dealers word versus the consumers. It is the dealers business and the dealer owned the product sold to the consumer. As a gesture of goodwill towards the consumer and not knowing the truth about the book, a refund will be issued.
Customer response
10/03/2024

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.

Sincerely,

***** ****
Customer response
10/03/2024
When can the refund be expected?
Business response
10/03/2024
The refund was requested and processed on 9/30. Depending on the bank, an estimate for refund would be up to 10 business days.
Initial Complaint
09/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been in contact with the sales *** since day 1. She comes off with an attitude because Ive had to back out of purchasing due to health issues and not much work. She was to stop all payments each month . However, this month she had money taken out of my account without consent. I have not received any products so I only seek to cancel my whole order at once and receive a refund. Ive messaged *** and emailed the company in hopes to not have to take this matter further than necessary and they do the right thing to cancel and refund.
Business response
09/30/2024
The consumer entered into a purchase contract for educational products for a total of $1920.12 (see attached contract). We have reached the independent student dealer who sold the product to the consumer. The initial two payments for the products showed insufficient funds. The dealer broke the payment down in smaller amounts. She has since initiated a refund for the $60 charged.
Customer response
10/01/2024

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. In addition, I hope the student no longer takes anymore money out of my account. Ive explained my situation multiple times before with delayed responses. I just wish she would cancel everything all in all or else she will have to continue refunding me.

Sincerely,

******* ********
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We returned an order of books within the full refund period and and the company only refunded Half of the amount owed back to us. We have Tracking that shows the 20 lb box was delivered by *** but company is claiming that only 2 of the 10 books were actually returned and are withholding the full refund.
Business response
09/17/2024
According to our records, the consumer purchased educational products from an independent student dealer on 8/14/24 and exercised their right to cancel within the three-day Federal cooling off period. The order consisted of two Math books, a eight volume Family Library set, and one National Geographic Biblical World Atlas. A pre-paid label was sent to the consumer to ship the books back at no cost. When the box of books arrived at our warehouse, the Family Bible Library was not in the box. As such, a partial refund was issues for the books sent back. Upon the consumer’s persistence regarding the books were in contained in the returned box, our warehouse has multiple times confirmed the books were not part of the return received.

In weighing the products ordered and marked as delivered by the student dealer, full weight would be just over 30 lbs, rather than the 20 lbs the consumer states was sent. The difference in weight is the eight-volume set that was not in the box. See attached photo.
Customer response
09/23/2024

Complaint: 22291432

I am rejecting this response because: in the picture that was sent obviously has an extra folder added on top of the books adding weight and if the box was going to weigh more than 30lbs why would you send a prepaid label for a 20lb box? That is unethical and bad shipping practices on the part of the Business.

Sincerely,

Laura Hill
Business response
09/25/2024
This rejection is rejected because there is no extra weight on the stack of books being weighed. This is the stack of product that says was delivered by the student dealer. Where is the missing product, as it was not contained in the box received with the pre-paid label the consumer sent back?
Customer response
10/09/2024

Complaint: 22291432

I am rejecting this response because: It's Sad to see such horrible business practices on behalf of this company. I'm apolled that you actually get away with this kind of thing. But I guess the company must have really need that extra $450 or you just have thieves working in your warehouses that steal returned books knowing that the customer will blamed for it with little to no chance to prove it. Wouldn't expect this from a Bible Book company.

Congratulations,

Laura Hill
Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I ordered the Core Four Books from a door to door student sales person, ***** ****** on June 5th. We paid the full amount of $717.66 upfront. She did not have all of the Core Four books on hand so she left us one of the books and told us she would order the rest and personally deliver them to us. We have not received the books or gotten any updates on when we will get them nor have we gotten a response from *****. This is our second purchase from SouthWestern Advantage and I should have learned my ****** the first time around when canceling monthly charges for apps was exceptionally difficult. At this point I would prefer to just return the one book we did receive and get a full refund.
Business response
09/10/2024
According to our records,the consumer ordered educational products from an independent student representative paying the full amount as stated. One book was delivered at the time of sale.The student did not have the other book with her at the time. The product shows as being shipped and delivered in June. *** tracking shows the delivery date was June 22.
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Tuesday 8/13/24, ********************** going by the alias ***, the education man arrived at my home at 5:30pm. I was just finishing with my last client of the day when he showed up having worked over 12 hours that day. He asked if I had 5 to 10 minutes for him to talk about the books that he had. I agreed to the 5 to 10 minutes after letting him explain briefly and telling me the price I explain to him that I financially could not afford to buy anything today between medical bills and not working for a month. There was just a lot going on and I was unable to purchase anything. He then kept explaining over and over and over again. I,in total told him three times that I could not afford to purchase anything. After him being at my house for an hour and being told three times, I cannot afford it. I was at my wits end and just told him give me the math books. Ill just buy those and be done with it cause I need him to be gone. I was not thinking straight if I was, I wouldve told him I was going to call the cops and have him escorted out but again I was not thinking straight. I cannot afford $375 bucks. I am more than willing to return them. They are still sitting on a shelf and have not been touched since he left them here. By the time he left it was 715. He had been here for an hour and 45 minutes. I contacted the business, and they would not help in any way.
Business response
08/23/2024
A representative from the company who publishes the products has reached out to the consumer in order to assist and seek a resolution. The student is an independent dealer running their own business selling educational products to families. We appreciate being able to further assist the consumer in this matter.
Customer response
08/23/2024

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.

Sincerely,

*********************************
Initial Complaint
08/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They took my money and never sent the books. I paid $211.85 in cash and they charged my credit card $211.85. This company has never sent the books. I called them for a refund and they said they couldn't refund my money. I still never received the books either. This is a scam.
Business response
08/19/2024
As seen on the attached contract of sale signed by the consumer when purchasing from the independent student dealer, the consumer paid for half in cash and put the remaining half balance on a card ending in 2544. The card payment was scheduled for 7/8/24. On 8/16, the consumer called the customer contact center requesting a refund after the three-day cooling off period. At this time, the offer was made to ship the products and the consumer refused. The consumer emailed the same day and then called again on 8/19. A contract was entered with the student and they held up their end. Our company stands ready to ship the products that have been ordered and paid for.
Initial Complaint
08/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sales Rep *************************** rang my doorbell yesterday despite the NO SOLICITING sign on my door. He said hes from ******, so I thought he was an exchange student at our local high school. Conversation was a bit confusing and deceptive. He made it seem like he was connected to our schools, and asked me what homes had young children.
Business response
08/21/2024
Dear Mrs. ****** and Better Business Bureau,

Thank you for making us aware of this. We apologize for any confusion. ****** is participating in a cultural exchange program focusing on learning about American culture and entrepreneurialism. He is running his own business as an independent contractor showing educational products to families via cold calls and referrals. He lives with a local host family. This program has been around since 1868 and has both domestic and international students who participate.

In the training we offer the students, we ask them to respect the wishes of homeowners who choose to mark their property with signs making there preferences known. I will have this addressed with ****** and make sure his sales leader knows and can help him understand and be clearer in the future. We will make sure he also no longer has contact with you.

Again, thank you for letting us know.

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

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