Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:07/06/2024
Type: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 contacted Scott ******* at Friesen Press on May 25, 2024. He told me I had to pay $****** to start the process of publishing my manuscript. I paid him on May 28, 2024. I forwarded my work product immediately after. On May 30, 2 days later, he told me he didn’t want to work with me because I don’t have the computer skills necessary. He said he was going to refund my deposit and I would have it in 2 business days. I have waited patiently and it is now 7 business days and I still do not have my refund. I want my deposit back.
Business Response
Date: 10/06/2024
Hello Mr. ******
Thank you for reaching out to us *** *** ******** ** *** ****** ******** ******. I can confirm that your refund request in the amount of $****** was processed back to your original method of payment on June 6th, 2024. (*** ******** *******) Scott had noted that it would take 2 business days to forward your refund request through our internal processes, however your credit card processor will have their own timeline for when that refund will appear on your credit card statement. Rest assured the refund is on its way to you. If you have any further issues, don't hesitate to reach out to me at [email protected].
Best,
Tammara ********, President.
Initial Complaint
Date:16/02/2023
Type:Status:ResolvedMore 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.
In November 2022 I signed a services agreement on seeking to publish a book. I found the company was not the one to publish my book. They paid part of the refund amount I submitted but refused to pay the remaining amount I thought was due according to the agreement. We have disagreed on interpretation of clauses in the service agreement. Especially it has centered on what 'final draft' constitutes. And even in the refunded amount if we were to go by what they say now they should not have even paid back what they did. There is definitely a lack of clarity on the services agreement although they have tried to convince me. I still see no amount listed in the services agreement except a $99. But they have said I also owed an amount of 499, which seems totally discretionary on their part and not stipulated in the agreement.
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Business Response
Date: 22/02/2023
Hello,
Thank you for supporting us with the complaint resolution.
**** ******** *** ********* ********* ** ******* ******* *** ******* *** *********
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Mr. ******** complaint centers around a lack of clarity on the services agreement and in particular his belief that due to his manuscript not being a 'final draft' that would indicate that he is only subject to the specific clause mentioning a 'final draft'. This is not accurate as the 'final draft' piece mentioned is not relevant in this case as section 26.5 (All fees paid or payable for Services delivered prior to termination of this Agreement are non-refundable) clearly states that for any services delivered prior to termination of the agreement there is no refund. In Mr. ******** case our editor completed the Editors Manuscript Evaluation services and that was delivered to Mr. ****** prior to his request to terminate the services agreement. The services agreement does not include product values or amounts as it is not relevant to include those in a services agreement, but rather in an invoice or products guide (such as on our website detailing our editing services * *********************************************************. From the ******** invoice you can see the purchase was a bundle of services, one of which included the Editors Manuscript Evaluation.
**** ** ******** ********* * **************************************** **** ** ******* ******** **** **** **** **** * ******************************************************************************************* ******
***** ** *** **** ** *** **** *** ****** * ******* ** **** ****** ****** *** ********** ******* ** ****** ** ****** ** ******** ** **** ******* ** ******** ****** ** *** ** ***** *** ********* ****. I genuinely believe we've gone above and beyond to ensure Mr. ****** has been given ample opportunity to review the services agreement and clarify why his refund amount stands.Thank you,
Customer Answer
Date: 23/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is as far as I can go. My mistake was in thinking what I submitted was not the 'final draft.
Sincerely,
David ******26. REFUND POLICY
26.1. If Author terminates this Agreement prior to submitting a final draft of his/her manuscript and before six (6) months have passed since the signing of this Agreement, all monies paid to Service Provider by Author pertaining to Book will be refunded, less an administrative fee of $******
26.2. If Author has not submitted a final draft of his/her manuscript during the Submission Period, *** ******* **
26.3. If Author terminates this Agreement after a manuscript has been submitted by Author and before any editing, illustration and/or design services are rendered, up to 50% of the monies paid to Service Provider by Author pertaining to Book may be refunded, at the sole discretion of Service Provider, less an $***** administrative fee.
26.4. Once editing, illustrations and/or design work Services have commenced in any way, no refunds will be paid.
26.5. All fees paid or payable for Services delivered prior to termination of this Agreement are non-refundable.
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