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:06/23/2025

  Type:Service or Repair 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 contacted Excel Book writing to color 4 books inside and out including cover.sence 2018 only one has been colored.they have not seen returned my calls or responded in any way. It is no 2025 this has gone to far

  

  Business Response

  Date: 06/23/2025

  Good Afternoon BBB,

  We appreciate the opportunity to respond to this complaint and would like to offer the following clarifications for your consideration:

  First, we would like to address a factual inaccuracy: the client in question signed up with our company in August 2022, not in ********************************************************************************************************* communications with BBB.
  Second, while the client has expressed dissatisfaction with the delivery of services, we would like to clarify that some of the illustrations included in the clients selected package have been delivered as scheduled. As a professional organization, we operate under a clearly defined set of Standard Operating Procedures (SOPs) to ensure consistent quality and workflow. Unfortunately, the client has not been willing to adhere to these procedures, which has impacted our ability to proceed efficiently.

  As documented in the attached screenshots in the link below, the same files were shared with the client in February, March, and April 2025, with repeated requests for feedback. However, the client has declined to provide responses via email, which is essential for documentation and project continuity. The screenshots are attached in the link below as this portal doesn't allow us to upload more than 5 files.

  ***********************************;

  Additionally, we have been in regular communication with the client through text messages. Regrettably, during these interactions, the client used inappropriate and profane language toward our project manager. While we chose not to escalate this behavior and continued working toward the successful completion of his project, it has become increasingly difficult to maintain constructive communication.

  In one instance (screenshot provided), our project manager professionally requested feedback via email, and the client responded with inappropriate behavior and declined to follow the necessary protocol.

  In light of the above, we kindly request that BBB consider closing this complaint. We have made consistent efforts to support and communicate with the client, but without email-based feedback, we are unable to move forward with the remaining deliverables.
  We remain committed to fulfilling our obligations and ensuring client satisfaction, provided the client is willing to cooperate through the proper communication channels.

   

  Thanks & Regards
  Excel Book Writing.

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 engaged this company on October 9, 2024, to edit, publish, and provide social media marketing for my book. I paid $3,000 initially and an additional $2,100 in January, which was supposed to cover marketing services. I was told the book would be completed between December and Januaryhowever, that timeline was not met.Throughout the process, I've experienced frequent delays, multiple changes in project managers, and poor communication. Despite repeated follow-ups, only one platform has published my book as of April 29. Ive spoken with various managers and department heads, but the quality of service has remained *************** reason for filing this dispute is that the contracted services remain incomplete, while I continue to receive phone calls requesting more payments for additional services. During a call with the Head of Operations, I was told I couldnt take legal action and was promised results that have not materialized. Most recently, my project manager transferred me to the Head of Publishing, who informed me I would need to pay more to publish on additional platformsdespite this being part of the original agreement.This cycle of upselling, delays, and lack of follow-through has been ongoing. Ive even been included in mass emails from other dissatisfied customers voicing similar concerns. At this point, Im requesting a full refund. Ive attached both signed contracts and relevant email communications to support my case.

  

  Business Response

  Date: 05/20/2025

  Dear BBB

  First and foremost, we would like to thank the Better Business Bureau for bringing this matter to our attention.
  

  After thoroughly reviewing the case, we respectfully submit that the client does not qualify for a refund based on the following grounds:
  

  Book Distribution:
  The clients concern appears to be that their book was published on only one platform. However, we would like to clarify that the client enrolled in our **************************** which includes publication across 300+ platforms. To initiate this process, a $50.00 fee is required to be paid by the client using their personal debit or credit card. This fee is not charged by our company, but rather by the global distribution platform itself, which mandates direct payment from the author to ensure the authors name and payment credentials are registered. This step is necessary so that any future royalties from book sales can be deposited directly into the clients account. ********************** cannot and does not process this charge on the clients behalf, as it requires personal authorization.

  Website ******************start="1285" data-end="1288"> With regard to the clients website, we would like to confirm that the client provided approval on the test link. Following this, the assigned project manager made several attempts to contact the client via phone to finalize and register a domain name. Unfortunately, due to the client's unavailability and lack of response, we were unable to proceed with this final step.
  

  Given that the clients book has already been fully edited and published, and services have been rendered as agreed upon, we respectfully request that this complaint be closed. The client has received the value of services paid for, and no grounds for a refund exist.

  For reference, we have attached screenshots showing the multiple call attempts made by the project manager to reach the client, all of which went unanswered.
  

  Please let us know if any further information is needed.

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23342539
  
  I am rejecting this response because:
  
  

  I answered that call on Friday, which was the day I submitted this complaint. I answered and we talked that is when I was told I need to pay another $50. I spoke with Pearl & *********** on April 23 a was informed I wouldnt have to pay anything else and I was Guarenteed everything would be done in two weeks. The promise was unfulfilled and service was not completed. I would like a refund and to move on with the process. 

   

  
  Sincerely,
  
  Zaccheri Brown

  

  Business Response

  Date: 05/27/2025

  We would like to clarify this to the client that refund is not possible in his case since his book is already published.

  We would like to request him to be available when our project manager is going to call him today or tomorrow as per their schedule so that they can finalize their website procedure and make it live.

  As for the issue of USD 50/-, our resolution team will be in touch with him.

   

  Regards
  Excel Book Writing

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23342539
  
  I am rejecting this response because:
  
  I have been in contact with the business. I spoke with them on the phone May 27th & responded to emails on the same day. In the email, letting them know they breached the contract. Instead of acknowledging and providing the refund they keep trying to get me to continue with the service. I would just like a refund for my $2100 due to breach of contract and that is all. I desire no more contact with this company, due to their lack of professionalism, customer service and inability to complete the services that they offer. 
  Sincerely,
  
  Zaccheri *****

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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 contracted Excel Book-writing over two years ago to edit a book I had written. The proved unable to produce. The work was shoddy, poorly executed and amateurish. I am legally blind, and I was catching and correcting errors, the editors should have. After numerous complaints and almost a year of ineffective work on their part, we decided to part ways, and Excel offered me a full refund. That was approximately four to five months ago. To date, I have not received the refund as promised. I am elderly and on a fixed income. They must be made to keep their word. We elderly are vulnerable to these predatory companies. We cannot allow them to continue to prey on us. You make a promise, you keep it. It's that simple.

  

  Business Response

  Date: 02/19/2025

  Good morning BBB

  We would like to clarify that we are in process of refunding the amount to this client however in order for us to process the refund, we need some details from him.

  We've been in communication with the client and have been asking him to provide us all the details but the client is only providing information in bits and pieces. Please check the screenshot attached of his email which clearly shows that he hasn't been providing all the information that is required to process the refund.

  We would like to request BBB to close this complaint as we've been honoring our commitment but the client is not ready to provide all the details.

   

  Thanks & Regards
  Excel Book Writing

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22956777
  
  I am rejecting this response because: As communicated to the business, they have yet to remit the funds. I would be foolish to retract my complaint and then not have them meet their obligation. They have not offered any substantive evidence to support their allegation that the check is in the mail. For over a year, they have promised me a refund more times than I can count, and each time failed to deliver. As communicated, I will only retract my claim against Excel Bookwriting once the check clears my bank account.

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

  

  Business Response

  Date: 02/20/2025

  We are advising the client again that we can't process his refund because of incomplete information that he has provided.

  We don't send out refunds through checks and we can only refund the client through a wire transfer and in order for us to proceed with it, the client has to provide us his billing address and the address of the branch of the bank where is account is based.

  Once we have these details, we'll process his refund through a wire transfer and will send him an screenshot.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956777
  
  I am rejecting this response because: Excel Bookwriting never intended to process my refund. I provided them very detailed banking infromation which they requested, including account number, routing, bank address, account name, account type. Most companies are able to process a refund with much less. How are they not able to? And why would they have Emailed me stating they had processed the refund? This more than anything nd underscores their duplicity. Below, I copied and pasted theircommunication to me, as follows:

  ******************************************************
  Tue, Feb 18, 4:25?PM (2 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  Hello *****,
  
  You are requested to remove the review, as your refund is already processed it takes 3-5 business days to reflect, you were informed by ******* that this will be taken care. If we had to steal or scam you, we would never get a legal *** signed by you for refund or we would have not committed.
  
  This is something unacceptable running our companys name when you are been responded whenever you call or email. You are being entertained by the companys employe.
  
  Kindly remove this review or I will take this legal with the signed *** and all the communication we have, we also are refunding you in full whereas we do not refund in full on change of mind. In order to have your issue resolved first of all its not an issue get this false review removed, or we can meet legally for refund then.
  
  Company is communicating with you and still you are ruining our companys name. We give you money back and still our company is flagged.
  
  Kindly remove this review or we can take this further as per signed ***.  I will not have any issue to respond to any of your review , Reviews are posted when company is not responding only you are been responded but still. 
  
  So let me know do we want to go review ways on all platforms or your refund because this is not acceptable . I need this review removed in order to move the process smoothly. We are accredited with BBB not like other company who **** registered . we are registered with BBB. 

  As you can tell, their interest was never to make me whole, or to take responsibility for their ineptitude, or failure to deliver on the original contract. 
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/22/2024

  Type:Order 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.

  Dear Better Business Bureau: I would like to submit a complaint regarding Excel Book Writing due to them not complying with the contact and am demanding a complete refund of my investment of $20,500. Their guarantee states a 100% ROI within 12 ********* not use Excel Book Writing, ******************************* as they are a scam. I paid $20,500 USD to publish and market my book Red Flags From Your Cheater. These include a contract signed on December 8, 2022, to market and publish my book for $5,500 USD. On Apr 13, 2023, I also signed a contract with them to produce an audio book for $10,000 USD. On May 24, 2023, I also signed a contract with them for a personalized distribution of the book with two bookstore book launches for $5,000 USD.During the following 23 months they have not completed the projects and not one book has been sold and their marketing campaign has brought zero click-throughs to either my ******** page or my website. The audio book has not been completed and the book launches have not happened. Their contract states a 100% Money Back Guarantee. (If you do not get the 100% ROI within 12 months). I am now invoking the refund guarantee. See specifics below:Major parts of the three contracts 1. Contract Guarantee 2. Website - Completed 3. Hard Cover, Paperback, & eBook - completed 4. Social *************** Campaign - not completed only 1 of 8 campaigns posted 5. Video Trailer - not completed 6. Mobile Application -completed 7. Audio Book - not completed 8. Personalized distribution - two bookstore book launches - not completed Contract Guarantees:- 100% Money Back Guarantee. (If you do not get the 100% ROI within 12 months)

  

  Business Response

  Date: 01/08/2025

  Good Afternoon

  Firstly, thank you for bringing this matter to our attention and we would like to apologize for the negative experience that the client had. We value all our clients and take their concerns very seriously.

  Regarding the complaint about the return on investment for the marketing project, we are currently in active discussions with the client to address her concerns and explore ways to offer an appropriate resolution. Our team is committed to ensuring her satisfaction and is working diligently to reach an agreeable solution.
  
  We appreciate your patience as we continue these discussions and will provide updates as the matter progresses.

   

  Thanks & Regards
  Excel Book Writing

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22591832
  
  I am rejecting this response because:

  On Nov 13, 2024 I sent Excel Book writing my request for refund. See attached

  On Nov 13 2024 Excel Book Writing said they raised my concerns to the resolution team and will get this sorted out for you. My resolution team will be getting in contact with you. See Attached.

  On Dec ****** Excel Book Writing sent me a letter stating they wanted to know when I would be available to discuss about your audio book. In the letter they addressed the letter to ****?? not my name. See attached

  I have not received either any calls or correspondence from Excel book writing since Dec 2, 2024. 

  In Excel Book writing's response to your letter to them they called me a "HER" twice in the letter. I am not a "HER". This tells me that they have no idea who I am. Proving their response was a canned letter with no name from the sender???  This is an obvious stalling tactic.

  Their Guarantee very clearly states a 100% refund if I haven't received 100% ROI, return on investment, within 12 months. As of today Jan 9, 2025 not one book has been sold in 25 months. This unequivocally qualifies for the 100% guarantee.

  What is needed to force Excel Book writing to honor their Guarantee and refund my $20,500? 

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

  

  Business Response

  Date: 01/15/2025

  Dear BBB
  
  Customer **** ******* purchased several services from us, which fall under different categories. The customer is requesting a refund for the marketing and audiobook services, which, according to our company's policy, are non-refundable. This policy is clearly outlined on our website, and we make sure that all terms and conditions are transparent for our clients.
  

  As stated in our terms and conditions, these services are non-refundable but are eligible for an exchange, and many of our clients who have requested service changes for various reasons have worked with us and been satisfied with the outcome. Based on these policies, the customer is not entitled to a refund. We have also provided proof via email that we sent him communications regarding the services he is now requesting a refund for and the complaint he filed.

  Please refer to the file attached for further clarification.

   

  Regards
  Excel Book Writing

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22591832

  
  I am rejecting this response because: 

  The Service Agreement executed on October 27, 2022 clearly states on page 3 "Our Guarantees: 100% Money Back Guarantee. (If you do not get the 100% ROI within 12 months): see attached. 

  In my letter to Excel Book Publishing on Feb 9, 2024 I requested an update on the three projects see attached. I was concerned then and am even more concerned now that they will not complete the three projects. 

  In their letter to me Jan 13, 2025 see attached, they stated that "I was ghosted by their company" and "to get this resolved the best way is to get the work delivered take a timeline from use if we failed to delivered you can ask for a refund." (Their bad grammar not mine)  -  After 25 months of failure I don't have faith in them to complete the 3 projects to my satisfaction.

  I was told by their sales *** that the Audio book and the Book launch were in fact covered by the 100% Refund guarantee.  

  It's been 20 months since I contracted Excel Book Publishing for the Audio Book for $10,000 USD and it is still not complete and now they need me to pick a new reader and to start the project over. This is clearly not acceptable.  This is no different that hiring a contractor to paint your house and 20 months later they want you to pick out the paint for the 3rd time so they can start the project.  You would fire the contractor and demand your money back.

  It's been **************************************************************** two book stores for $5,000 USD. This was never started.  Totally unacceptable I want the refund for this. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  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.

  I published 2 books "Boss Yourself Around" and "Red Martini" with this publisher. My Service Agreement with Excel Book Writing has me receiving 15 hard copies of each book. My requests have been ignored. Several emails and phone calls have had no response. Calls to project manager ****** ***** and assistant ******* ****** have had no response. Please help.

  

  Business Response

  Date: 12/05/2024

  The customer initially agreed to all terms and did not decline any offers throughout the project. After the original project manager was replaced due to unforeseen circumstances, the new manager successfully handled all site-related requests. However, following hurricane-related damages to the company's warehouse, the customer filed a complaint with the ********************.

  
  In response, the companys Resolution Head offered five complimentary printed copies for each book and an apology, with the understanding that the customer would remove the complaint after receiving the samples. The agreement was confirmed via phone and email, and the customer received the samples. However, the customer reneged on the agreement, altering their statements after receiving the copies.

  
  Despite efforts to resolve the situation, the customer has acted inconsistently. The company will fulfill the delivery of 29 remaining copies in January but will not provide additional complimentary copies due to the customers actions.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22539669
  
  I am rejecting this response because:  I never agreed to remove BBB complaint until ALL 30 hard copies are received.  Why would I remove the complaint when I still have not received these books. I have been fighting for these books for 6 months or so with promises from Project Manager. They have been saying I will get these 30 hard copies and as of yet...have not.  They promise and promise and promise but DO NOT deliver. I will remove complaint when all 30 hard copies of books are received as promised by the contract with Excel Bookwriting.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/08/2025

  Attached to this response is a screenshot confirming that all the printed copies purchased by the client have been processed and are scheduled for delivery within 1315 working days.
  
  The shipment tracking number will be shared with the client as soon as it is generated by the shipping company.

   

  Regards

  Excel Book Writing

  Customer Answer

  Date: 01/10/2025

   
  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

  Date:07/17/2024

  Type:Order 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 hired Excel Book Writing to Illustrate and publish a children's book that I wrote. They were to illustrate, and format it .In the contract they were to create a website, book trailer, Instagram account, and ******** page and I was supposed to receive 25 of my books ( I haven't) They were also hired to publish it on ************** and Amazon. I was told (it's in the contract that it was supposed to take 2 months, it took almost a year.) During this year, I wrote another book. Even though they had taken longer than expected, I thought that I would use them again because they already had the website up, Instagram account, and ******** page. I thought that it would be easy for them to just add a second book. They told me that the book project would take 3 months. The contract was signed 3/21/2023. It's been 16 months. I signed the approval for publication on March 28, 2024. That is the last time anything has been done. They haven't published it. They haven't made a book trailer ( ******* has told me several times that they have, but I haven't seen it. I've looked in my spam and junk mail.) I have not received 25 copies. My website is gone. They have not added anything to my Instagram or ********. Maybe their business is going under or they don't have enough employees to complete this project. Maybe they have more business than they can keep up with, I don't know. I have paid a lot of money, They have not completed the project.

  

  Business Response

  Date: 07/19/2024

  Thank you for reaching out and for your patience throughout this process
  I am pleased to share the current status of your projects:
  1. **First Book**: The book is completed and will be published by next week.
  2. **Second Book**: The video trailer for the second book will be sent to the client next week.
  3. **Printed Copies**: The printed copies have been arranged, and client will receive them next month.
  I apologize for the delays and any inconvenience caused. We value your feedback and are committed to
  fulfilling our promises. Our team is dedicated to ensuring that all aspects of your project are handled
  with the utmost care and efficiency. Delays do not imply that the company is not performing its duties.
  The work required for your project demands time and attention, especially with the numerous changes
  involved in writing and creating video trailers. We cannot provide printed copies until the project is
  complete. Additionally, delays in client responses have contributed to the extended timeline. We always
  seek clients approval before proceeding with any chapter, trailer, or service.
  Response
  If you have any questions or need further updates, please feel free to reach out. Thank you again for
  your understanding and patience.
  Thank You.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22005930
  
  I am rejecting this response because: I have been promised over and over again that all of these requests would be completed, and they have not. I've been requesting the 25 books for the first book for almost a year. I've been told they were in the mail and would be at my house in 3 weeks ( I never received  them) that was 6 months ago. The first book trailer was great, I didn't have any changes. I've never received a book trailer for the second book. I signed off for the second book to be published 4 months ago, they never published it and haven't made the trailer. He told me that he sent me the book trailer (for the second book) on May 30th. I responded on June 12th because my husband was in the hospital. That has been the only delay in responses from me. I have asked several times since then for the book trailer. Now he tells me he'll send me a book trailer by the end of this week. I need to have everything  complete and my books in hand.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/26/2024

  Thank you for the response, I am not saying there were no delays or our company is 100% right.
  project manager was changed, and client was too ghosted for a while, which caused this delay, Now client
  has spoken to ***********************, Senior Project Manager , He assured her regarding above-mentioned
  services she will be receiving , He has sent her a detailed email about how he will be proceeding, and we will
  try our best to resolve issues and have the project completed in timely manner. Looking forward, we
  We need this case to be closed so we can work accordingly. client needs to work with some patience and it
  will be done we will give her a realistic time for the project to be completed, below proof shows she
  was contacted and we are working on it.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22005930
  
  I am rejecting this response because: July 18th, I received a phone call from stating that in one week my book trailer, Instagram, and ******** account would be completed for my second book. He also stated that my website would be back up and running and that is was probably a server problem that he would fix. I've been working with this project manager since February 6th (that was my first email from him).I've been waiting for 16 months on a project that was supposed to take 3 months. I also received an email on July 18th at 2:08 pm saying that he would sort everything out within one week (which is not what he promised over the phone). Sort everything out is vague.  I have a text from ************ on May 14th at 4:52pm stating that he was almost done with the video trailer.  I received another text on May 30th at 1:47 pm stating that he was sharing the video trailer with me today.  I never received it. His email on the 18th and the one that I just received on the 26th at 3:43pm states that he will send me the "pending" video trailer and that it's in progress.  So it was never done at all back in May. I've been looking through emails for a video trailer that never existed. The first response back to me through the BBB, states that all of these things would be completed in a week. It's July 29th and all I've received is an email from  saying the same thing as the email on the 18th.  I still think they must not have enough employees because I can't imagine that after this, I still don't have anything. He must be very overloaded. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/03/2024

  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.

  Since 2022, I was told that it'll take4 months to finish a children's book completely. It is now July 2024 and I still have not received the finished product. I have asked for a full refund several times and have not received it. Different people from the company say that they will call me back and I have never received a call with my desired resolution. I just want my full refund.

  

  Business Response

  Date: 07/05/2024

  client was ghosted; we made numerous calls which were not answered by the client and client has been
  ghosted for a while, Client is not eligible for a refund as customer was not there to respond us and let us
  know how we need to proceed, Client is being contacted already, and as per company's policy, the customer is not
  eligible for a refund. Please view companys policy, to which client agreed at the time of purchase.
  & Conditions: Excel Book Writing

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21938628
  
  I am rejecting this response because: I have been in communication with this business continually. When they call, they ask or pressure me for more money for marketing which I don't have and they said that I don't need to spend more money to publish this book. If they refuse to issue refund, please escalate this legal complaint. I didn't do anything wrong.. they keep calling for more money and then switch project managers on my book multiple times.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/08/2024

  Dear *********************************,
  Complaint: 21938628
  We regret that you are dissatisfied with our previous response. We would like to address your concerns and clarify our position.
  Firstly, we acknowledge that you have been in communication with our business regarding your project. However, it appears there may be a misunderstanding. When our team reaches out, it is to inform you of additional services that could benefit your project. These are optional and are quoted separately, as they are not included in the initial package you purchased.
  Regarding your request for a refund, we must reiterate that refunds are not possible as per our company policy. However, we are committed to fulfilling our obligations and completing the services you initially contracted with us.
  To address your dissatisfaction, we are willing to offer one complimentary service in addition to the completion of your current project. We believe this gesture will help you achieve your desired outcome.
  We also encourage open communication to ensure your project progresses smoothly. It is essential that you respond to our calls and messages so we can address any issues promptly and continue working towards the completion of your book.
  We hope this resolution meets your needs and look forward to your cooperation.
  Sincerely
  Excel Book Writing 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21938628
  
  I am rejecting this response because: Please see attached service agreement from Excel Book writing in 2022. They have not held to their service agreement and keep calling me for more money for marketing the book. The service agreement clearly states that I do not owe more money to fulfill this project. It should have only taken 3-5 to complete the book. Please issue the refund.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  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.

  September 2022, I executed a contract with and paid Excel Book Writing to publish my book (-150 pages). The turnaround per the Service Agreement stated 2-4 months for completion. As of this date, items and services paid remain outstanding and certain completed services were performed below the high-quality Excel proffered and has refused to correct. Despite my ****** indulgent patience, and repeated requests/pleas ending with a formal Demand to *********************, Operation Dir (noting *******************-owner), Excel has ignored my attempts to amicably resolve these matters without my having to contact outside authorities. It is evident that Excel's, and its subsidiaries Excel Digital, and Divine Technologies' operate fraudulently proffering high standard services/products, yet not performing, and/or underperforming. In July 2023, I petitioned for a refund; instead, my 2nd appointed Project Manager *********************** personally "promised she would insure completion. I did everything Excel staff has asked, and have gone beyond with rendering to staffs requests "to be patient/not to worry." I ventured to trust that ***** would honor her word. As of February, 2024, my project was transferred to a 3rd PM ************************* (apparently, *****'s solicited online recommendations resulted in her upward job transition); she left without completing my project. By the end of February, ***************************************** published my book at three (3) websites as contracted. At 2 websites the formatting of the sample pages were a complete shamble - highly unattractive and unacceptable. *********************** and ************************* refused to make corrections. To prevent potential sale loss due to Excels unattractive and unprofessional formatting, I deleted both publications, leaving only one publication listed on Amazon; losing the other 2 potential sale outlets. I wrote & designed the entire content for my Central Page; have yet to receive my complimentary hard copy (at $330) & no press release (at $500) =$830.

  

  Business Response

  Date: 06/12/2024

  ****** is satisfied with us and now willing to work with us and is satisfied, her book is on the way she will
  be receiving it by next week. Client is willing to work with us and will have the review removed.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21779109
  
  I am rejecting this response because:
  Please be advised that Excel Book Writing involved in the above referenced Complaint I filed on May 30, 2024, has been in contact with me, and they "appear" to be trying to resolve the outstanding issues. However, to date, nothing has materialized. They have asked that I close my Complaint. However, I informed them that I am not willing to withdraw until I can concretely see that they are fulfilling their obligations. 
  
  I nonetheless, informed their contact person that in the meantime, I would contact your Agency to inform you that the company has made contact and according to them, they are in the process of finalizing. I will keep you informed.
  
  Thank you again for your attention to this matter.
  
  With kindest regards,
  ***********************;

  

  Business Response

  Date: 06/27/2024

  To clarify ******************* claims, 
  1: The promised Limited Edition Copy has been delivered and received by *************** with Satisfaction and an additional 2 copies of the same are also in process as that was offered after the first was sent out. 
  2: Excel Book Writing and *************** have also come to an understanding and agreement that the she will not be removing the complaint until All deliverables have been provided and until then, *************** was to inform all 3 party agencies that Excel Book Writing are in contact and are working on resolving her queries with Proof, and that we weren't just 'Appearing' to do so. 

  Customer Answer

  Date: 07/01/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/24/2024

  Type:Order 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.

  April 25, 2023, I paid this Excel Book Writing a $1, ****** to do professional editorial work on my manuscript, and I signed an agreement for this work to be done. They have had my manuscript for twelve months. I have not received the work that I have paid for on my manuscript. The company is prolonging completing my manuscript. The work that has been done on my manuscript is unprofessional work.Because I have complained multiple times about the unprofessional work that has been done on my manuscript and the long timeline to complete my manuscript, the company do not always answer the phone when I call. I called today and they did not answer the phone.The project manager (***********************: ************) who I am working with has hung up the phone on me twice. He hung up the phone on me today. I called back and *******, nor the company did not answer the phone.The communication with the project manager is poorly.*********************** is constantly lying to me about my manuscript. He has argued with me several times, because of my concerns for my manuscript.I am requesting that the company refund my money fully or complete my manuscript in a timely fashioned.

  

  Business Response

  Date: 06/05/2024

  Our client, ***************************, only paid $1000 for a custom package for writing her book. Our company has
  made numerous changes to her book beyond our usual policy, going the extra mile with revisions.
  However, the issue is that the client continuously sends new changes on the edited file, expecting us to
  revise and deliver daily, which is not feasible. What she paid for has already been fulfilled, and there is a
  limit to unlimited revisions. Moreover, she is filing complaints with the BBB and posting negative reviews,
  which is unfair. The client needs to provide all her changes at once, and we will complete them. Once
  these changes are done, the book will be finalized, and no further alterations will be made, as the client
  seems uncertain about what she actually wants. She needs to call our retention team to resolve her
  issue, as she is not eligible for a refund at this point. We have been working on her book for the past
  year, and per our policy, she should have canceled within three months if dissatisfied. We are fulfilling
  our responsibilities; it is the client who is unable to finalize the book.

  Customer Answer

  Date: 06/05/2024

   

   

  Wednesday: June 5, 2024 (5:55pm)

   
  Complaint: 21757732
  
  I am rejecting this response because:

   

  According, the business response, the information provided in untrue, inaccurate. 

  I am requesting that the company finalizes my book, my manuscript; as soon as possible. 

  1. I did not go over my revision limit. 

  2. It was communicated to me, as the customer and client: "That I had unlimited revisions.'

  3. The company is contradicting in untruth. How can I submit finalized changes on my manuscript, when the revisions are not completed or done on my manuscript, when my manuscript is still in the editing procedure, editing process.

   

  My main focus, my main concern is to complete my manuscript and to move forward, to move on.

   

  Let it be noted: I have reached out to Mr. *********************** on four different occasions, on four different dates: Regarding to send me the revisions on my manuscript. Each time ******* said he was going to send the revisions to me, and ******* never sent the revisions for my manuscript to me.

   

  All in all, I send ******* an email and text message, regarding my manuscript: ******************************* did not response to either forms of communications.

   

  In addition, I called their main corporate number and no answered was received: Which is unprofessional business ethics and business practices.

   

   I spoke with ****************** from the Better Business Bureau, this week. He advised me if this matter is not resolved through the Better Business Bureau I can file a lawsuit: Which I am, if there is no resolution. This is what I am prepared to do.

   

  Appreciatively,

  ***************************, Author

  The Inspirational Collections

  

  Business Response

  Date: 06/10/2024

  We have been engaging in ongoing discussions with the client, both yesterday and today, as we have been doing since the beginning. According to our company's terms and conditions, the client is not eligible for a refund. We have made numerous changes and revisions for the client, but it's important for the client to understand that making changes repeatedly and then blaming us for delays is not acceptable. If the client wishes to escalate this matter legally, they are welcome to do so. We have all the necessary evidence, and company policy dictates that refunds are only provided if the issues stem from our end. We have invested one year in this project, resources have been allocated, and it's the client who is requesting changes to the story and script.

  Customer Answer

  Date: 06/11/2024

  Tuesday, June 11, 2024 @ 1:12pm
  

  Complaint: ******** (Client: ****************************)

   

  Business Communication:
  
  I, ***************************, am rejecting this response because:

   

  1. Excel Book Writing is harping on my down payment and untruth information. My main concern is the completion of my manuscript. And if they cannot 

  complete my manuscript and resolve this issue with The Better Business Bureau, I am prepared to take further actions.

   

  2. Initially, when the company started working on this manuscript: ************************* was my project manager, I requested a refund because nearly two months, no work was done on the manuscript, when I initially submitted it. 

  Which delayed the process in completing my manuscript. 

   

  3. The company has constantly sent me my manuscript with errors and poorly edited, which delayed the process of completing the manuscript on their behalf and poor customer service.

   

  4. The Bottom Line:  Is that I am requesting that the company completes my entire manuscript in a timely fashion. If not, send me a clean version of my entire manuscript, immediately. It is against the law

  to deny me access to my manuscript. 

   

  Appreciatively,

  ***************************

• Initial Complaint

  Date:05/21/2024

  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.

  I paid Excel in December of 2022 for 2 books. The first one wasnt complete until August (which was already written btw) and the second hasnt even began!! They wont answer or call back. This book writer will take your money and s**** you!! Go elsewhere!!***********************

  

  Business Response

  Date: 06/05/2024

  Excel Book Writing has already long initiated the production of ****************** second book and we are in constant communication with the client regarding her second book, her website, and other service deliverables. Please see screenshot below