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:12/07/2022

  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.

  On 11/3/2022 I came upon the emanual website while searching for a repair manual for my vehicle. They had a product listed Chrysler Sebring repair manual. I tried to get in touch with the company to ensure my model was covered. No customer service agents were in at the time , so I purchased the manual assuming if the book is titled Chrysler Sebring, all models would be included. Otherwise they would title it Chrysler Sebring DOHC, vin "j", vin"x". I purchased the manual through the website, but for some reason had to wait until the next day to download it. In the meantime, customer service responded and told me my model 2.4l SOHC vin "g" was not covered. I requested either the correct pdf. or a refund. I was told I could only have store credit since the manual was downloaded even though that was never done. I was told they had a manual with my vehicle in it , but it was in a different format. I had to download Microsoft remote desktop. This app is not compatible with my computer. I informed customer service of this. I requested either pdf format, a hard copy or refund. I was told that was all they had and my only other option was store credit because they already sent me two manuals. I don't want store credit, I plan on having my current vehicle for several years. Not only have I not received a product I can use, they charged me twice for a single order. The people at this company talk as if they want to help, but are really a bunch of crooks. They will make fraudulent charges on your credit card and never deliver the promised product. **** ******* order #EMAN1035734566661

  Business Response

  Date: 12/08/2022

  Hi ****** - I'm sorry to learn you're not happy with your recent purchase. I have looked into case ID: 00487065 and your Order: EMAN1035734566661.
  
  To answer the questions you have firstly:
  
  -The reason why you had to until the following day to receive your purchase was that we were waiting on your bank to authorise the payment. Once that is done, the download link is sent to you immediately.
  
  -Regarding product title names, thank you for the suggestion, and we will certainly pass the feedback on to the publishers.
  
  -You assumed that the manual you purchased was compatible with your vehicle when it was confirmed that it is not. We currently have 175 products that cover the 2004 Sebring in various aspects, different publishers etc., and I can understand the eagerness and not wanting to wait. To add, our support service is available 24/7, so I do not believe that no staff member was available to help. If you are trying the live chat feature, each agent can only have four live chats simultaneously. If the agent has no more capacity, you won't be able to join the queue and will have been presented with a contact us form.
  
  -Unfortunately, with most digital products, you can't just purchase, download an offline copy and then say you want a refund because this doesn't cover your model etc. Please refer to our refund policy. The policy is here to protect both you and us as a business. If you had waited a short moment, we could have directed you to the correct manual and allowed you to decide, but you purchased the wrong one. We know mistakes happen, even to the best of us, and we always go over and beyond to support our customers. But when you blame our products or support team for your mistake, don't expect us to jump outside our policies. 
  
  - You do not have a computer; you have (Chromebook). Google's Chrome operating system (OS). Chrome OS is built around the Chrome browser, which runs web-based apps like Gmail and Google Docs, as well as some apps from third-party vendors. This is practically an Android tablet with a keypad and NOT a computer.
  
  
  - You have not been charged twice. According to our payment vendor and orders system, you have only been charged the once of 21.99, Order ID EMAN1035734566661. We can't see any other charges against your account or card. Please feel free to raise this with your bank to initiate a chargeback if you believe there is one. I doubt there is, as you're only making things up, as you have been refused a refund, as per our refund policy.
  
  - As a business, we have been around for over 15+ years, and if we were crooks, then we wouldn't be here that long and heavily relied upon by the global DIY community. As mentioned, you're just upset that you made a mistake and don't want to admit it. 

  Customer Answer

  Date: 12/15/2022

  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 business continues to lie. Their customer support is not available 24/7 and I did wait ample time before purchasing the wrong manual, which is supposed to be formatted in pdf. Chromebooks are perfectly capable of opening those files. The quality of my chosen digital device is irrelevant as I ordered within the constraints of it's capabilities. It's not my fault the descriptions of the products are miss-leading and that the  correct manual is not provided in a format I can use. With 175 products as they say, funny that not at least one is in a format that would work for me. They wouldn't refund my money (I was charged twice. I can share the bank statements privately) I asked if they could just print it out on regular printer paper, throw it in an envelope and mail it to me. They couldn't even do that. I also used my US Bank debit card. Purchases are instantaneous, they certainly did not have to wait for the card to authorize. Why they didn't pause my transaction when they discovered it was the wrong manual is beyond me. I did not use this first download link though, this is a lie. I have paid twice and received nothing. Judging by the number of BBB complaints, I am not the only one.**** ******* Regards, Complaint ID: 18536182    

  Business Response

  Date: 12/24/2022

  Hi ****** - To address the questions you raised here are our response below:

   

  I can assure you our support team is available 24/7 365 days a year either on live chat and email. Regarding the purchase you made, it is not a PDF but a software-driven ova file. The descriptions aren’t the issue, and I don’t want to repeat myself, as I provided all the information in my initial response.
  
  “With 175 products as they say, funny that not at least one is in a format that would work for me” – so you admit that all these products are not compatible with your Google Chromebook (tablet)
  And the issue isn’t with our product but your Google Chromebook?
  
  We are a digital business! Why would we physically print out 30,000+ pages and send them in the post especially when you made the mistake and still are not prepared to admit it, instead of blaming our products and our customer support team?
  
  The purchase was already made, payment was then authorised, and THEN the download link to the product was sent, so we were not sure how we were supposed to know that format is incompatible. Judging by your response, I think you expected us to know your device and read your mind before you purchasing.
  
  And Yes you did download the manual, as your IP address and the exact date and time were recorded when this took place. Happy to share this information with BBB and your bank. Regarding being charged twice, please refer back to my initial response, and raise this with your bank as we only have one order/ charge for you.

  Despite the above, our Customer Support Team still tried to provide you with an online solution where you do not have to download the file onto your Chromebook, simply log online to access manual via Microsoft Remote Desktop app but you refused. So you made the mistake and the support team have done everything to support you, and yet still you blame our products, and the support team, and won't admit that YOU MADE THE MISTAKE.

  I know it's not the experience you hoped for, and certainly not an experience we wanted to manage, but we will hold our ground and ensure customers like yourself aren’t taking us for a ride.

   

  Jon
  Customer Relations @ eManualOnline

• Initial Complaint

  Date:11/01/2022

  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.

  October 28, 2022 asked for a refund on the same day as transaction. Received an email asking for the last 4 digits of my credit card. I gave that. Then received an email asking for confirmation of transaction #. I advised I never received that. The company then went ahead and completed the transaction on October 31, 2022. Although the office for the company reflects suite 600 in a Delaware office building the charge showed 74 Grosbeak Crescent, Scarborough, Ontario Canada as the www.emanualonline.com address for the charge to my credit card. I have already contacted my bank and contacted the Delaware Attorney General's Fraud and Consumer Protection Division. This company has a long history of scamming as many people online and NEVER answers their phone and sends email responses 9.5 hours ahead of Delaware time which leads anyone to surmise that the authors of the emails are in a distant country well outside the USA. The names Jon, Rahul, Miguel all have no last names shown and the suite 600 reflects numerous other companies handled by Agents and Corporations Inc. It is NOT a legitimate "office" with employees of the emanualonline company.

• Initial Complaint

  Date:07/27/2022

  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.

  July 7 22 paid 1219

  Business Response

  Date: 07/28/2022

  Hi *******

   

  I'm sorry you felt the need to contact us through BBB.

   

  I have looked into your case ID 00472336, and I can see you've been emailing us since the 9th of July, however these are blank emails. My colleague *****, has reached out to you again on 21 July 2022, and yet to get a response back from you. It seems your emails are all coming through blank, so we're not sure whats the issue you're having or how we can help you. Can you please email us on the back of the our last reply to you, and we're more than happy to look into the issues you're having. 

   

  With regards to your request for a refund through BBB, unfortunately this is something we can't honour as it stands the download link has been used, and I can see the manual has been downloaded 2022-07-08 02:34:36. However, we want you to be happy with your purchase, so we await for your response to see how we help and look to provide a satisfactory solution.

   

  We look forward to your reply. 

   

  
  Customer Relations @ eManualOnline