Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very misleading and fraudulent policies. I attempted to cancel prior to the 3 day cancel policy, you have to cancel through the account but they dont give you any type of confirmation, then when you ask them about your refund via email, they send some erroneous statement about refunds. Why would I pay 197 for this ridiculous service. I dont even have the vehicle and never used what they are charging me for.

  Business Response

  Date: 12/09/2024

  Hi ****
  Thanks for contacting eManualOnline.com through our BBB Channel.

  
  We have reviewed your complaint and understand your concerns regarding the cancellation and refund process. However, it appears there may be a misunderstanding or confusion, as the details you have provided do not correspond to our business operations or services at eManualOnline.com.
  
  
  We do not offer subscriptions or services priced at $197, nor do we have a 3-day cancellation policy related to such a transaction. It’s possible that your experience might be related to a different company.
  
  
  We recommend reviewing the details of the transaction to confirm the service provider. If the issue indeed pertains to another business, we kindly ask that you redirect your complaint to the appropriate company to ensure it is addressed promptly and accurately.
  
  
  If you have any transactions with eManualOnline.com that require attention or if there is anything else we can assist you with, please do not hesitate to contact us directly. We are committed to providing transparent and reliable service.
  
  
  Thank you for your understanding, and we hope your concerns are resolved swiftly.
  
  
  Best regards,
  
  
  Customer Support Team
  eManualOnline.com

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22650708

   

   

   

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  People need to know what they will receive when they buy a Car repair manual from emanualonline.com. I can only state what happened to me. Others may have a different experience. This information will contain what problem I encountered and how the company responded to it. I purchased a repair manual as a digital download. I expected to get a true repair manual complete with a reasonable index so I can find the repair procedures. Instead I received a PDF file with 8000 pages of unorganized information with so called "Bookmarks" I tried hours to follow the "Bookmarks" to simple repair information like water pump replacement. Or Head gasket replacement. I could not find any useful information. I have been a repair tech for 45 years and have tons of paper and digital manuals so I do not believe it is operator failure. Once I exhausted all hope of using this manual I contacted the company and explained the nature of the trouble I was having and when they could not offer a reasonable solution I asked for a refund of $37. They told me since it was a download I could not have a refund. To make this part of the story short I took this to the payment issuer. I told my story and they claimed I was scamming them. After I supplied enough proof of my issues the payment issuer sided with me and gave me my money back. So this is not about money but about warning people of the very negative experience I had with this company. I could give a blow by blow to show how negative the company treated me but just be warned. If you purchase from them and have this issue, do not hesitate to challenge the purchase with the payment issuer. Show them how you did not get what you paid for, if this is the case. All payment issuers have customer service numbers. If you are not in the habit of making these type of disputes you will likely win and get your money back. I feel this company made this as hard as possible rather than taking care of their customers.  

  Business Response

  Date: 09/12/2024

  Dear *****,
  
  We regret to hear about your dissatisfaction with the manual purchased from eManualOnline by ***** ******** who identified herself as your wife. We strive for clarity and accuracy in all our communications and product offerings, and your feedback is taken seriously.
  
  Upon reviewing your case, here are the key points:
  1. Immediate Refund Request: Shortly after the purchase, Kathy reached out to request a refund, stating the purchase was a mistake. It's important to note that our refund policy clearly indicates that once a manual is downloaded, it is ineligible for a refund due to the nature of digital goods.
    
  2. Manual’s Organization: The manual in question is a complete and genuine OEM manual supplied directly by Toyota. It is organized with detailed bookmarks and is fully searchable. It includes the exact locations for water pump replacement on page 2220 and head gasket replacement on page 2443, both of which are in the appropriate chapters for Engine Cooling and Engine Mechanic, respectively.
  
  3. Searchability: Our records and tests confirm that the search functionality within the PDF manual works effectively, allowing any user to locate specific content within seconds—assuming familiarity with standard repair manual layouts.
  
  4. Experience and Expertise: We respect your 45 years of experience as a repair technician. However, your review suggests difficulties in navigating a standard digital repair manual format which is designed to be intuitive for industry professionals by industry professionals.
  
  5. Refund Process: It’s important to note that our refund policy clearly indicates that once a manual is downloaded, it is ineligible for a refund due to the nature of digital goods. Your claim for a refund was taken up with PayPal, which issued a refund from their funds, not ours. This outcome does not align with our policy but was facilitated by PayPal’s buyer protection service to resolve customer dissatisfaction.
  
  6. Email Thread Attachment: For transparency, we have attached the entire email thread regarding this transaction [Attachment Link]. This documentation supports our account of the interactions and the legitimacy of the manual provided.
  
  We understand that no service can be perfect, but we endeavor to provide accurate, professional-grade repair manuals and responsive customer support. If there’s anything further we can assist with, or if you need more detailed guidance on using the manual features effectively, please do not hesitate to contact us directly.
  
  Thank you for your feedback, and we sincerely hope this clarifies the situation.
  
  Best regards,
  
  Jon @ Customer Relations  
  eManualOnline

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22274440

   

   

   

  Business Response

  Date: 09/23/2024

  Dear ******
  
  We regret to hear about your dissatisfaction with the manual purchased from eManualOnline by ***** *******, who identified herself as your wife. We strive for clarity and accuracy in all our communications and product offerings, and your feedback is taken seriously.
  
  Upon reviewing your case, here are the key points:
  1. Immediate Refund Request: Shortly after the purchase, ***** reached out to request a refund, stating the purchase was a mistake. It's important to note that our refund policy clearly indicates that once a manual is downloaded, it is ineligible for a refund due to the nature of digital goods.
    
  2. Manual’s Organization: The manual in question is a complete and genuine OEM manual supplied directly by Toyota. It is organized with detailed bookmarks and is fully searchable. It includes the exact locations for water pump replacement on page 2220 and head gasket replacement on page 2443, both of which are in the appropriate chapters for Engine Cooling and Engine Mechanic, respectively.
  
  3. Searchability: Our records and tests confirm that the search functionality within the PDF manual works effectively, allowing any user to locate specific content within seconds—assuming familiarity with standard repair manual layouts.
  
  4. Experience and Expertise: We respect your 45 years of experience as a repair technician. However, your review suggests difficulties in navigating a standard digital repair manual format which is designed to be intuitive for industry professionals by industry professionals.
  
  5. Refund Process: It’s important to note that our refund policy clearly indicates that once a manual is downloaded, it is ineligible for a refund due to the nature of digital goods. Your claim for a refund was taken up with PayPal, which issued a refund from their funds, not ours. This outcome does not align with our policy but was facilitated by PayPal’s buyer protection service to resolve customer dissatisfaction.
  
  6. Email Thread Attachment: For transparency, we have attached the entire email thread regarding this transaction [Attachment Link]. This documentation supports our account of the interactions and the legitimacy of the manual provided.
  
  We understand that no service can be perfect, but we endeavor to provide accurate, professional-grade repair manuals and responsive customer support. If there’s anything further we can assist with, or if you need more detailed guidance on using the manual features effectively, please do not hesitate to contact us directly.
  
  Thank you for your feedback, and we sincerely hope this clarifies the situation.
  
  Best regards,
  
  Jon @ Customer Relations  
  eManualOnline

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a repair manual to be delivered as a pdf file for my 2001 BMW Z3 on April 24, 2024 from emanual online.com. The cost was $37.74. The manual is virtually useless. It has over 5000 pages with no table of contents and no index. There are no page numbers on the the 5000 pages. There is a title page with a picture of the correct car. It includes many pages that are not related to my car. This company apparently copied a genuine repair manual, added pages from other manuals to increase the page amount, and then removed all the page numbers and original publisher information. This transaction is a scam. It doesn't deliver a useful product.

  Business Response

  Date: 04/29/2024

  Hi *****,
  
  We apologize for any frustration you've experienced with your recent purchase. We take customer feedback seriously and strive to provide high-quality products and services.
  
  Upon reviewing your complaint, we would like to clarify a few points. Firstly, our PDF manuals are fully searchable and 100% not scanned. The manual you purchased is the OEM Z3 Service and Repair manual, sourced directly from reputable sources. It includes full bookmarks for each individual category, allowing for easy navigation. Additionally, when using Adobe Acrobat PDF reader, there are page numbers for reference.
  
  We understand your concerns about the organization and relevance of the information provided. However, please note that the manual doesn't just cover your 2001 BMW Z3, but all variants from 1996 up to including the 2002 BMW Z3, as suggested by the product title and description.
  
  Regarding the issue with unrelated pages, we assure you that the remaining 5337 pages are OEM and not tampered with or from any third-party manual. We have given it a front page to make it visually appealing, but the content remains authentic and accurate.
  
  We acknowledge that there may be room for improvement in terms of organization and indexing. To enhance your user experience, however we encourage you to use Adobe Acrobat PDF reader, which is available for free.
  
  We have reached out to you via email to discuss the possibility of providing a replacement manual or addressing any other concerns you may have. We hope to find a solution that satisfies your requirements and restores your confidence in our products.
  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.
  
  Sincerely,
  Jon @ eManualOnline Customer Relations

  
  

  Customer Answer

  Date: 05/11/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The response by emanualonline.com to my complaint does not address why there is no table of contents or index.  I have never seen a this type of manual that does not have these items.  Why did they leave them out?  I estimate it will take me five to ten hours to manually create a table of contents.  All pdf files are searchable for words but that is not the same as a ToC or index.  I believe my original complaint was valid.If I had looked up the complaints for emanualonline.com to BBB, I would not have ordered from this company.  I won't make that mistake again.  Regards, Complaint ID: 21630614    

  Business Response

  Date: 05/15/2024

  Hi ******
  
  Thank you for your follow-up. We understand your concern regarding the absence of a traditional table of contents or index in the manual. We apologize for any inconvenience this may have caused.
  
  Please allow us to clarify that while our manuals may not always include a conventional table of contents, they are fully indexed and searchable. As an attachment to this message, we have provided a screenshot demonstrating the comprehensive bookmarks feature within the PDF manual. These bookmarks serve as a navigational aid, allowing users to easily locate specific sections and topics within the manual.
  
  At eManualOnline, we take pride in offering a vast library of over 5 million manuals sourced directly from reputable suppliers. While not all manuals may include a traditional table of contents, we strive to ensure that our customers have access to accurate and valuable repair information.
  
  We highly recommend utilizing Adobe Acrobat Reader for the best possible experience, as it provides enhanced functionality and navigation features compared to other standard PDF readers.
  
  We sincerely apologize for any confusion or frustration you may have experienced, and we remain committed to providing you with a satisfactory resolution. As mentioned previously, we have reached out to discuss the possibility of providing an alternative manual or addressing any other concerns you may have. We kindly ask for your prompt response to facilitate a resolution.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience as we work to address your concerns.
  
  Best regards,
  Jon @ eManualOnline Customer Relations

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid for repair manual but could not unload .Ask for a refund and was refused I think this company is a scam

  Business Response

  Date: 03/19/2024

  Hi *****,
  
  Thank you for reaching out to us. We appreciate the opportunity to address your concerns.
  
  We understand that there may have been some confusion regarding the nature of the product you purchased. Our records indicate that you acquired a digital repair manual, not physical books. We strive to make this distinction clear on our website to avoid any misunderstandings.
  
  As you mentioned, you requested a refund because you were unable to "unload" the manuals. We would like to clarify that our digital manuals are downloadable software, not physical items that need to be "unloaded". We are here to assist customers with any technical difficulties they may encounter during the download or installation process.
  
  However, it is important to note that our refund policy clearly states that refunds are only available for customers who have not downloaded the purchased digital product. Since our records indicate that you accessed the manual, we are unable to provide a refund in this case.
  
  We take pride in our commitment to transparency and customer satisfaction. It is disappointing to hear that you feel our company is a scam. We can assure you that we operate with integrity and adhere to all applicable regulations.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We are here to assist you in any way we can.
  
  Sincerely,
  @ Customer Relations
  eManualOnline

  Customer Answer

  Date: 03/27/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This company has emiled me asking me to down load manual , now they say I have down loaded witch is it  ?? I could not down load unable to .It looks like they do not know what they are doing ?I still think this is all a scam if not then refund my money. Regards, Complaint ID: 21447684    

  Business Response

  Date: 04/05/2024

  Hi ******
  
  Thank you for your response. We apologize for any confusion regarding the download process. Our records indicate that an email was sent to you with instructions on how to download the manual and it has been downloaded. However, if you encountered difficulties with the download or downloaded files, we sincerely apologize for any inconvenience caused.
  
  We are committed to ensuring that our customers receive the assistance they need to successfully access their purchased manuals. We are here to help resolve the issue promptly. 
  
  Please let us know if you require any additional support or if there are any specific steps we can take to assist you further. We value your satisfaction and are dedicated to resolving any issues you may have encountered.
  
  Kind regards,
  @ Customer Relations

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # eman 1226777682766 on or about Sept 22nd was made to purchase the product which stated it contained diagnostic info used by professionals to diagnose the vehicle convertible top. The purchase was a set of PDF documents which did not contain any diagnostic information. I contacted customer service, received and apology and that a change would be made to the product description and asked me questions about my vehicle. The response was to offer me a different product, which was stated to be very large in size and as I asked further questions I was given vague answers. I do not want a large product or a product different than I've purchased. The purchase made was not advertised accurately. It was an unintentional error on the part of emanualonline and I understand and believe a refund is an appropriate request vs. a very different product than purchased.

  Business Response

  Date: 09/28/2023

  Hi ****

  Thanks for contacting us through BBB. We sincerely apologize for the inconvenience you've experienced, and we appreciate your understanding regarding the unintentional error in the product description. Our aim is to provide accurate and valuable resources to our customers.
  
  In light of your feedback, I have requested to make adjustments to the product description to ensure it accurately represents the content. However, we understand that the product you initially purchased may not meet your specific needs.
  
  To resolve this, and also asked by our support team, we would like to gather some information about your PC specifications to see if the software we offer, which contains diagnostic information, is compatible with your system. If it is not, we can set up the software for you online, allowing you to access the information without the need for a large download.
  
  Regarding the refund, we regret to inform you that, as per our policy, once a product has been downloaded, it is not eligible for a refund. However, we remain committed to finding a suitable solution that aligns with your needs. 
  
  Please provide us with your PC specifications, and we'll do our best to ensure you have access to the diagnostic information you require for your convertible top. Your satisfaction is important to us, and we're here to assist you further.
  
  Best,

  Jon @ Customer Relations.

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20663248

   

   

   

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a manual for Mercedes C300. They required me to install VirtualBox. I have two personal laptops, an Apple Macbook and a Dell. I installed VirtualBox on the Apple but it would not install on the Dell because it needs more software. The one on the Apple is so small, I cannot even read the text muchless use it. I wanted a refund for $24.99 and I have asked multiple times but they REFUSE to give me a refund. I cannot use this product.

• Initial Complaint

  Date:05/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a digital "repair manual" for my vehicle, which was touted to be an online viewable document that would provide instructions and diagrams provided by the manufacturer "BMW" after purchasing, i was directed to download a file of 22 gigabytes, which took hours to complete, then upon downloading the file, i was told i then had to install a virtual desktop application to use this "manual". Which i did, once i configured that program and imported the file, and few hours later, the program opened, and what was provided was the BMW interface to connect to the vehicle and diagnose problems and provide documents and procedures to cure a problem once detected thru scanning the car. I reached out to the support group to ask if the program would indeed interface with the car, if i were to purchase the necessary cable, and they said "no" i then asked for a refund and they stated that once the file is downloaded i cannot be refunded. They have purposely advertised this product in a way that leads a consumer to believe that they are recieving a readable document that can be flipped throw like a book, but just in digital format (like a .pdf version of a manual) when that is not at all what they provide, they then only tell you that you have to do all the extra steps after downloading the file, which precludes you from receiving a refund. This is in my opinion fraud. Purchased 5.11.2023 online via credit card totalling $30.39

  Business Response

  Date: 05/15/2023

  Hi Brett,

  Thank you for reaching out to us and expressing your concerns. We apologize for any confusion or inconvenience you may have experienced with our product.

  
  Upon reviewing your purchase, we found that the product description clearly states that it is software and requires the use of VirtualBox for access. We understand that there may have been expectations of a traditional readable document, and we apologize if this was not made explicitly clear.

  
  We take customer feedback seriously, and we appreciate your comments regarding the need for clearer communication. We continuously strive to improve our product descriptions and ensure that customers have accurate information before making a purchase.

  
  Regarding the refund request, we understand your frustration, but as stated in our policy, once a file has been downloaded, we are unable to provide a refund. However, we would like to offer our remote assistance to help address any issues you may be facing. Our dedicated support team is confident in their ability to resolve any concerns and ensure you have a satisfactory experience with our product.

  
  Please provide us with a convenient time for a remote session, and we will gladly assist you further. We appreciate your understanding and look forward to resolving this matter for you.

  Jon
  Customer Relations @ eManualOnline

   

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Attached are screenshots one of the page describing the manual I have pointed out with red arrows it clearly says viewable online. Further more the second screenshot is the email sent to me from the business immediately after purchasing it, confirming the purchase with a green button that reads "view manual" this is important to point out because the button leads you to believe when you click it you will open a file that is the manual itself. But instead you click the link which immediately begins a file download of 22 gigabytes, which took little over an hour to complete. Upon completing it I open the file and had to contact support to be told a separate program had to be downloaded and installed to "run" the manual. Which took atleast another hour. My point is that you lead the consumer to believe at every step that the next thing that will happen is the manual will appear, when I recieved that email and saw the green button saying "view manual" I didn't know I'd be negating my right to refund. Your advertisment, and distribution of purchase is in my opinion intentionally deceptive and requires an action to be taken that removes your liability of refund without giving proper notice to the consumer of the right they forfeit in doing so. I have deleted the file and have no intention of using it. Regards, Complaint ID: 20058104    

  Business Response

  Date: 05/19/2023

  Hi ******
  
  Thank you for taking the time to write to us about your recent purchase. I understand from your message that the experience with the digital repair manual for your BMW vehicle wasn't quite what you expected. I'm sincerely sorry for any confusion or frustration this may have caused.
  
  We take your feedback very seriously and would like to clarify a few things to ensure we're on the same page. Our digital repair manuals, particularly for brands like BMW, are software-driven, and while this is different from a traditional PDF or book-style manual, it does offer a wealth of detailed information, diagrams, and instructions directly from the manufacturer.
  
  All the specifications of the product, including its file format and size, are indicated on the product page. We use consistent product images across our products to represent the nature of the product, not the specific format. We regret if this led to any misunderstanding about the format of the manual.
  
  While the BMW interface does have capabilities to connect to the vehicle for diagnosis, the version we provide is not enabled for this feature as it's primarily designed to serve as an informative manual. 
  
  We understand that the process of setting up the manual was more complex than you anticipated, and we're sorry if this caused any inconvenience. We have tried to make this process as clear as possible in our download instructions, and we are always here to assist our customers with any technical difficulties they may encounter.
  
  In light of your concerns, while our policy generally doesn't permit refunds after a download, we value your satisfaction and would like to find a solution that works for you. If you need our tech support team to walk through this software and ensure you're using and accessing it as you should, I'm more than happy to arrange this.
  
  Thank you again for your feedback. We're committed to improving our customers' experiences and your input is invaluable in this process. We look forward to resolving this matter to your satisfaction.
  
  Best Regards,
  Jon Customer Relations @ eManualOnline

• Initial Complaint

  Date:02/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date reported to PAYPAL Feb. 27, 2023 Invoice ID: EMAN1165952884491 I ordered the manual online which was to be a digital copy of an auto repair manual. I was never able to download it because of the fact that the supplier's information did not inform me that I would have to also download another app. I did that and then all kinds of error messages cropped up. I contacted the supplier, and their robot told me I had to take photos of the error messages and write up what is happening. I did that but that app has all kinds of error messages. So, I took new photos and sent them to the supplier. The told me to go on YOUTUBE and look for fixes. I actually did that but no luck. I have informed them that I want my money back and they ignored that and sent me a request to give them a 1–5-star rating! I gave them the lowest rating and a huge explanation of why I am giving them such a low rating. They sent me a message in response that they have turned my case over to a particular individual and to click on that link. I did, and it was a robot, and the question was "what can I help you with?? Really! I wrote, a long reply saying I think they are a scam and one like the Venus fly trap, and that they suck me in with a pretty website, then are now waiting for me to get tired of trying and just walk away from my $31.99 money. One of the forms they sent me said that if I delete 'that' form and its message, that I will be cut off for any further opportunity to obtain support! It is not the money! It is that it appears to be a scam and that I spent 18 hours at my computer over a weekend trying figure out what to do on my own without help and know other DYI mechanic should have to do this then like me give up a walk away with no manual. I wrote that I would ask PAYPAL for my money back but now I am going to report them to the BBB and to the Attorney General's OFFICE OF CONSUMER AFFAIRS for the State of Washington and I am in the process of doing just that! (see support documents)

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an electronic manual for car repair from this business. When I downloaded the manual, I found it was the wrong model and wrong engine; it was labeled from my car (Mercedes 2013 S550 W221) but upon receipt, I found it to be ONLY for the 2013 S Class DIESEL engine. I emailed the business half a dozen times, and they have not been able to produce the manual they advertised; they have instead told me that once I used the manual they will not issue a refund...however it was a bait and switch; one simply cannot use a diesel manual to work on a gasoline engine. While I doubt that anything will be done to deliver the goods I paid for, I am still filing in good faith on the off chance the BBB can help in refunding me my money. Thank you for your time.

  Business Response

  Date: 01/13/2023

  Hi ******,

   

  Im sorry you felt the need to contact us through BBB, and thank you for sharing the email trail, it certainly does it. The replacement software-driven manual certainly does cover your vehicle as I have checked for myself. You need to ensure the VIN number is entered in it's correct format. With regards to a refund unfortunately this is something we will not be offering at this moment. Both manuals are clearly as described, and we have also provided you with a full working solution which covers your vehicle.

  I hope my response explains the position on the matter.

  Jon @ eManualOnline Customer Relations

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.If the manual actually covers my engine and vehicle, the business could provide a link to said manual; it does not, and it is not a VIN issue.  The only manual provided only covers diesel engines.This could be resolved INSTANTLY if I were simply provided with a working link to download the manual for the 2013 W221 S550 Twin Turbo VA Engine (M278).  The diesel engine version is NOT THE SAME.AS THE BUSINESS HAS FAILED TO PROVIDE THE MANUAL IT CLAIMS TO EXIST, THIS IS NOT RESOLVED.  Provide a manual for a 2013 W221 S550 Twin Turbo V8 Engine (M278) and it will be resolved.  A working download link, an emailed copy of said manual, etc., would suffice.  Simply referring me to the aforementioned manual for diesel engines is not resolution; it is gaslighting. Regards, Complaint ID: 18710072    

  Business Response

  Date: 02/15/2023

  Hi ******,
  
  Im sorry you felt the need to contact us through BBB, and thank you for sharing the email trail, it certainly does it. The replacement software-driven manual certainly does cover your vehicle as I have checked for myself. You need to ensure the VIN number is entered in it's correct format. With regards to a refund unfortunately this is something we will not be offering at this moment. Both manuals are clearly as described, and we have also provided you with a full working solution which covers your vehicle.
  I hope my response explains the position on the matter.

  
  Jon @ eManualOnline Customer Relations

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a manual form emanualonline. They send ma a "link" that did nothing but dump my connection back into their main page. After trying for over an hour and following every single instruction AND GETTING NO DOWNLOAD, I informed the company that I wanted my money refunded. 8 hours later, I was getting spammed with corrected links. NOTE: this was only AFTER I wanted my money back. At this point, I was DONE. I have requested my refund (understand its only $22) 5 times, each time I have gotten excuses - and no money. They claim I have the link and have the download. Any IT person can tell that I have NEVER accessed that download link. So they are lying about the access. The customer service is HORRID and they do NOT deserve your business. I'm still waiting for my money. I WANT MY MONEY BACK.

  Business Response

  Date: 01/05/2023

  Hi ****,

  As advised on other channels, our position on the matter wont change, and writting to BBB or any other review site will not force our hands. I have provided the same response below as other channels, and our position remains the same.

  -------------
  
  I'm sorry to learn you're unhappy with your recent experience.
  
  I have looked into your case, and I can confirm the download link was provided instantly and working. I have checked myself, and I have had no issues.
  
  Regarding not downloading or accessing the manual, I'm afraid I have to disagree. Please see the logged information against your order.
  
  Purchase Date/Time: Dec 30, 22 8:48 PM
  Download Link Activated: Dec 30, 22 8:48 PM
  File Type: PDF
  DownloadAccess-Date/Time/IP Address: Dec 30, 2022/ 08:48 PM/ ***********09
  
  There is no way our system would record the exact time, date, and IP address if you hadn't successfully used the link.
  
  You raised a case (00491779) with us: on Dec 30, 2022, at 21:06 PM, and my colleague from customer support emailed you back at 21:17 PM (11 mins later), so I'm not sure where you got 8 hours from.
  
  Our systems are bullet-proof, and there is no way to escape when you either access or download the file. With that being the case, unfortunately, I will not be authorising a refund on this occasion, as per our refund policy. However, what I can do is offer a replacement manual up to the same value as your purchase or provide store credit which has no expiry date.
  
  I'm sorry if this is not the outcome you were looking for, but I hope the above explains our position on the matter.

  Jon Customer Relations @ eManualOnline

  Customer Answer

  Date: 01/17/2023

  I still have NOT Received my Refund of $22.oo. I PAID for the down load. I NEVER accessed the download because the LINK for emanual was not made active. I found the another business that provided the product within 3 minutes. I have requested the refund NUMEROUS times. This company of extremely AWFUL service continues to FAIL in their obligation to the customer and they STILL OWE ME $22.00.Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 18682268    

  Business Response

  Date: 01/24/2023

  Hi ****,
  As advised on other channels, our position on the matter wont change, and writting to BBB or any other review site will not force our hands. I have provided the same response below as other channels, and our position remains the same.
  -------------
  
  I'm sorry to learn you're unhappy with your recent experience.
  
  I have looked into your case, and I can confirm the download link was provided instantly and working. I have checked myself, and I have had no issues.
  
  Regarding not downloading or accessing the manual, I'm afraid I have to disagree. Please see the logged information against your order.
  
  Purchase Date/Time: Dec 30, 22 8:48 PM
  Download Link Activated: Dec 30, 22 8:48 PM
  File Type: PDF
  DownloadAccess-Date/Time/IP Address: Dec 30, 2022/ 08:48 PM/ ************9
  
  There is no way our system would record the exact time, date, and IP address if you hadn't successfully used the link.
  
  You raised a case (00491779) with us: on Dec 30, 2022, at 21:06 PM, and my colleague from customer support emailed you back at 21:17 PM (11 mins later), so I'm not sure where you got 8 hours from.
  
  Our systems are bullet-proof, and there is no way to escape when you either access or download the file. With that being the case, unfortunately, I will not be authorising a refund on this occasion, as per our refund policy. However, what I can do is offer a replacement manual up to the same value as your purchase or provide store credit which has no expiry date.
  
  I'm sorry if this is not the outcome you were looking for, but I hope the above explains our position on the matter.
  Jon Customer Relations @ eManualOnline