Rentu.com LLC

We have
reviewed the order and a representative has paid out the order as a courtesy
payment.

The email was sent by error. No charges have been applied. The rental has been received and processed. The rental order status in the customer's account has been updated to Resolved which means we have accepted the book back.  Please feel free to contact me if you have any further...

questions.

Our records do not show that our return label was used for these three rental returns. If you used your own shipping method to send it back then our processing team will not be able to tie your return to any order or the package may be lost. If you have any tracking information for the returned...

package, please provide that information to us so we can look into this. Our records indicate that your rental order is currently in a FULL collections status. We have attempted to charge the cost to purchase fee for the three books to you twice and were unsuccessful therefore your order was sent into a collections process.  None of the books on your order #[redacted] were returned to us and no label was generated from within your account to return any of the three books.  The fee you reference is the Cost to Purchase fee for all three books combined. Once put into that collections, we sent a notice via email and also a letter in the mail but did not receive any response.  Please contact our Customer Service team directly via email if you need any further assistance.

This order was placed through Amazon.com and not directly
with us. The order was placed on 11.25.2016. Per Amazon’s return policy, there
is a 30 day return timeframe. That timeframe is meant to allow time for returns
to be made or for any issues to be reported with orders. The description...

for
this book stated at the time of purchase that supplements such access codes are
not guaranteed with used items. We are required to list books by ISBN and the
ISBN dictates the title of the book, we do not have the option to change this
information. This is why the title on Amazon’s listing page stated that it was
for the textbook plus access code. Again, we do not have the option to change
that information and we are required by Amazon to list the book under the ISBN
that is on the book. We can only add our own description in the seller notes
and the notes for all of our inventory specifically state that “May not include
supplements.”
Since the order was placed on Amazon, our return policy is
subject to Amazon’s return policy and this is outside of the return/refund
policy.

Complaint: [redacted]I am rejecting your response. I never received some of the textbooks that I purchased and the transaction was credit card disputed because of that. The dispute was valid and the credit card company refunded part of my purchase. If you would like to challenge the dispute, why do you not reply to the credit card company. In fact, they have no record you any challenge to the dispute. Now you are trying to collect debt with merchandise that I do not have. In addition, you are claiming more debt than what I disputed, hence you are inflating the amount. Not only are you saying that I owe a debt for something I do not have because you did not send the item, but also you are trying to profit from an imaginary debt. That is itically ridiculous.

Complaint: [redacted]I am rejecting this response because:The check was sent before any inclement weather has taken place. The company still won't publish a phone number to their site so customers may call a live person instead of waiting days after an email was sent to receive a response. Sincerely,[redacted]

Unfortunately, inauthentic books can come from any source. Per our Buyback policy, we are unable to send inauthentic books back: Inauthentic, Pirated, or Illegally Obtained Books:Bookbyte reserves the right to inquire how items were originally acquired and request proof of ownership. While under investigation, payment may be delayed or withheld.Any items submitted to Bookbyte that are determined to be illegally obtained or printed will be surrendered to the proper authorities (i.e., law enforcement, publishers, or retailers).Transfer of Ownership:Upon receipt of a shipped package into Bookbyte’s warehouse, ownership of the contents of the shipment transfer completely and wholly to Bookbyte. Bookbyte reserves the sole right to determine the value and condition of any included items according to its own standards and policies.  You can find our full Buyback policy at the following link: http://support.bookbyte.com/support/solutions/articles/6000111839-buyback-policy...⇄ receiving books, our Buyback team first checks the ISBN on the book to ensure that it's the same as the ISBN on the order. Then they check the condition of the book. When checking the condition of the book, they also check for book authenticity. Because of the rising costs of textbooks, there are currently many scams/companies that print and sell illegal copies of textbooks.  Per our Buyback policy, "Bookbyte reserves the right to inquire how items were originally acquired and request proof of ownership. While under investigation, payment may be delayed or withheld. Any items submitted to Bookbyte that are determined to be illegally obtained or printed will be surrendered to the proper authorities (i.e., law enforcement, publishers, or retailers)." Again, I would advise that you contact the company you ordered this from and advise them of the issue as they will need to reimburse you for the book.

If your order was declined during the checkout process you may see what looks like a "charge" to your card if checking your statement online or by phone. PLEASE NOTE: YOU HAVE NOT BEEN CHARGED. The "charge" appearing on your card is called a pending hold. Pending holds come about because banks and...

credit card companies hold funds for online transactions while they verify information in order to determine whether or not to approve the transaction. If the transaction was declined by your bank or your credit card company, the hold will come off your statement in accordance with the policies established by your bank or Credit Card Company. If you have any questions about when the hold will come off, please contact your bank or credit card company directly.
 
You may receive an error message in the checkout process if your billing information or card security code is not exactly how your bank/credit company has it on file. Please do not attempt to submit the transaction again until you’ve verified the correct information with your bank or Credit Card Company. Doing so could create multiple holds on your account. Bookbyte.com has no control over when these holds are released; they are subject to the policies established by your bank or Credit Card Company.
 
Our records indicate the transactions were declined because the street address and zip code entered did not match what your bank has for us to verify.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As long as the company follows through they are sending me a book that is new, that I will have the ability to take my business else where and sell.I am agreeing and closing the case but will reopen if agreement is not fulfilled as promised. Thank you for your help and assistance in getting a quick and fast solution to our issue. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the status of the order has been shipped back to you guys and it said that you guys received it and it is at Quality Control . Their is no reasons why you guys said that I did not return the book to you guys . I want answers now !!!
Sincerely,
[redacted]

Hello again,  My response was not generic, I apologize if you felt it was.  Please send a copy of your confirmation of shipment receipt that shows the accepted weight of your shipment and the corresponding tracking number, so that I may research this further for you.  If you have a receipt showing the accepted weight of your shipment and the corresponding tracking number, we will gladly pay out the full quoted amount for your order.   Thank you,  Rachel S

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, their assertion that the problem was my fault is incorrect. There is only one place to locate the book's ISBN: ON THE BOOK.  I entered the correct ISBN. Any confusion about which book it refers to is THEIR problem. They made a "guaranteed" offer, which they failed to follow through on.
They sent me a check for a book that they acknowledge is not the book I said I was going to send. They should have either rejected the book, or notified me of the change, and let me decide what to do.
Further, they then refused to return the book until I return their check, despite my sending them proof that the check was voided. Obviously, due to their suspicious responses, I could only send the check via certified, which cost me more than what the check was for in first place. Their insistence that I spend more money to get my own property back is unreasonable. Only after I contacted the Revdex.com did they drop that requirement. They should have done that in the first place.
Since I just received a book from them that matches their description. As I am acting as an agent for my son, I am not sure if it is the correct book. 
Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because company states that they take books of damaged packaging, but yet again don't take pictures of damaged books, as stated before your company is a scam, and your procedures definitely needs to be updated, in order to provide proof that a book was actually damaged, once again provide me proof that my book has the so called damage of the binding, and I will accept your excuse and give you back your money that you gave me for the book that is supposed to be 'missing or destroyed' right now. I have pictures of the book in the condition that left, before placing it on a padded secure envelope, in order to prevent scam like this one for happening, I know the my book condition was like new, provide me proof that my book was "damaged" as yout company states.Thank you
Sincerely,
[redacted]

Unfortunately, per our Buyback policy, we are unable to send books back. Books that are rejected are either donated or recycled. Our Buyback policy specifically states: "Books with no resale value will be recycled or donated to charity." and you can find our full Buyback policy at the following link: http://support.bookbyte.com/support/solutions/articles/[redacted]-buyback-policy

Hello and thank you for contacting us. I apologize for any inconvenience. Our records indicate that this package was received however during shipment the package was damaged by the courier which in turn damaged the book we received. Since it was damaged, we are not able to resell this item. Per our...

Buyback policy, we are not responsible for any damage that happens to the item during transit. However, our records do show that your order has still been processed for payment despite the damage to the package. Your payment is scheduled to be issued via Paypal on 12.3.2015.

Complaint: [redacted]
I am rejecting this response because: Selling books to companies like yourself is my life hood, and as such every book that I send to every company is carefully inspected and placed on a protective bubble wrap for transportation to your destination, as explained by your company the book "some how" had binding damage, but cannot provide a detail explanation of the type of binding damage that the book was rejected for, or even provide pictures that such damage occurred, and the only excuse provided by your company was that they throw away the books, r u serious? someone out there is struggling to pay for book college and your company throw them away with out any proof of actually damage, looks more like a scam that actually a business, this is the only company of the many I deal with that rejects a book without providing any proof of such damage.After speaking with your customer representative, she offered to pay full price for book if I provided receipt (this is accepting liability for it), sadly because I buy these books from college students no such receipt can be provided, but after informing that I have pictures of the book before leaving my facility, then I was offered half the price quoted (once again accepted liability of the issue), which I have to accept, because as stated earlier this is my life hood, but I was black mailed by your customer representative, because she stated that she will not issue a payment unless I eliminated my negative review left on social media.Your company has proven to be a scam, that somehow does not have to provide proof of books received that claims to be faulty, which is something that needs to be addressed , as right now I will make sure that any student, individual or company knows the type of scam that your company is running, and as such I will recommend them to deal with companies that know how to communicate the customer when there is an issue with their buyback order.Thank you for taking your time to reply my complain, I don't think is nothing else that can be done to fix this issue, unless you are able to show me my book with the "supposed" binding damage.[redacted]   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company is merely stating how they check a textbook for authenticity when they receive it. This statement does not give any information about the actual book that I sent to them.
The first response I got from the company was that the textbook I sent them was damaged. Upon further inquiry I was then told that the textbook was "inauthentic." This response just tells us their inspection process and does not give us any facts about my textbook .
Sincerely,
[redacted]

Regarding Revdex.com Claim: [redacted]
Hello,
Thank you for reaching out to us regarding your declined transactions. According to our records, one of our reps emailed you regarding this issue on 1/17/2017. If your order was declined during the checkout process you may see what looks like a "charge" to your...

card if checking your statement online or by phone. PLEASE NOTE: YOU HAVE NOT BEEN CHARGED. The "charge" appearing on your card is called a pending hold. Pending holds come about because banks and credit card companies hold funds for online transactions while they verify information in order to determine whether or not to approve the transaction. If the transaction was declined by your bank or your credit card company, the hold will come off your statement in accordance with the policies established by your bank or Credit Card Company. If you have any questions about when the hold will come off, please contact your bank or credit card company directly.
Our records indicate the transactions were declined because the billing address did not match what your bank has for us to verify.
You may receive an error message in the checkout process if your billing information or card security code is not exactly how your bank/credit company has it on file. Please do not attempt to submit the transaction again until you’ve verified the correct information with your bank or Credit Card Company. Doing so could create multiple holds on your account. Bookbyte.com has no control over when these holds are released; they are subject to the policies established by your bank or Credit Card Company.
 
I apologize for the misunderstanding. The holds will be released by your bank according to their policies.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello, please see the attached document regarding your claim. Thank you. 
Hello [redacted],
Thank you for reaching out to us. Our records show that this issue has previously been resolved via email. As listed when making your transaction attempt:
Each time you hit the submit button, a...

temporary hold is placed on those funds and can take 3-5 business days for your financial institution to release, depending on their procedures. If you are receiving this message, no order has been placed and no funds will be removed from your account.
Our records show that you were provided with this information on 05/11/2016 regarding the claim:
Hi [redacted]
If your order was declined during the checkout process you may see what looks like a "charge" to your card if checking your statement online or by phone.PLEASE NOTE: YOU HAVE NOT BEEN CHARGED.The "charge" appearing on your card is called a pending hold. Pending holds come about because banks and credit card companies hold funds for online transactions while they verify information in order to determine whether or not to approve the transaction. If the transaction was declined by your bank or your credit card company, the hold will come off your statement in accordance with the policies established by your bank or Credit Card Company. If you have any questions about when the hold will come off, please contact your bank or credit card company directly.
You may receive an error message in the checkout process if your billing information or card security code is not exactly how your bank/credit company has it on file. Please do not attempt to submit the transaction again until you’ve verified the correct information with your bank or Credit Card Company. Doing so could create multiple holds on your account.Bookbyte.com has no control over when these holds are released; they are subject to the policies established by your bank or Credit Card Company.
Our records indicate the transaction was declined because the billing address did not match what your bank has for us to verify.
Transaction ID:
[redacted]
Result Code:
125
PayPal Transaction ID:
 
Timestamp:
May 10, 2016 18:22:17 PM
Response Message:
Declined by Fraud Service
TransactionType:
Sale
Authorization Code:
[redacted]
Tender Type:
Visa
AVS Street Match:
N
Credit Card Number:
[redacted]
AVS Zip Match :
N
Credit Card Expiration:
03 / 2019
International AVS Indicator:
N
Amount:
31.10 USD
Card Security Code Match:
Y
Tax Amount:
2.31 USD
ABA #:
Shipping/Freight Amount:
5.95 USD
Cust Ref #:
Duty Amount:
0.00 USD
Recurring:
No
Original Amount:
0.00 USD
Payment Advice Code:What's this ?
Original Transaction ID:
N/A
 
Supplier Reference #:
 
Comment 1:
[redacted]
 
Comment 2:
[redacted] *
 
Billing Information
Shipping Information
Billing Address:
[redacted]Henderson, nv 89014
If you have any further questions or concerns, please feel free to contact me.
           
Sincerely,Brian SCustomer Solutions SpecialistBookbyte|The Textbook Way to Save2800 Pringle Road SE, Salem, OR 97313
As well as the following response on 05/11/2016:
The pending transaction that is listing on your bank statement is the pre-authorization only.  When a transaction is submitted online a pre-authorization is sent to the bank.  The bank takes that information and places the amount on a temporary hold and confirms the billing information.  If the full billing information matches then the pre-authorization is changed to a full authorization and the the order is issued.  If the billing information does not match then the transaction is declined by our system.  Once the transaction is declined it is then up to the bank's system to drop the pre-authorization from the account.  The length of time is determined by their procedures.  Most banks will drop these holds within 24-72 hours.
Bookbyte may be able to speed up this process by faxing the decline information along with an authorization to release the hold.  Please provide the name of the bank and their fax number so that this paperwork can be faxed to them.
Sincerely,Brian SCustomer Solutions SpecialistBookbyte|The Textbook Way to Save2800 Pringle Road SE, Salem, OR 97313
Any pending holds for these funds should be dropped shortly (if they have not already) by your bank/credit card company.  The attempt was declined because the billing address entered was not an exact match with what was electronically provided by your bank as the billing address.
If you have any additional questions or concerns, please don’t hesitate to contact us.