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:05/14/2024

  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 paid ***** dollars but they did not publish my book the way they told me.

  

  Business Response

  Date: 05/21/2024

  Customers book is published on amazon based on his approval  above is the proof mentioned and what he is claiming in his
  complain is all false, we did our work for what he paid for. If customer has any concern can reach out
  to us and our team will help him out if any query he has.

• Initial Complaint

  Date:05/04/2024

  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.

  Please review my previous complaints. Many delays. They have submitted unapproved work. I am working on the third publication of my first book which was ready to go but as gone through the review process by myself was approved by myself and yet submitted differently to the publishers. I have three other projects with them. The start of those projects are contingent upon completion of the first project which they will not complete.

  

  Business Response

  Date: 05/17/2024

  **** is one of our best clients. Yes, there was some delay, which has been addressed by our Retention
  department. The client is now in contact via text messages and email and is willing to work with us on
  the project. Below is the proof of our conversation, showing that the client is in contact with us and we
  are working on the project together.

  Customer Answer

  Date: 08/29/2024

  Complaint: 21667676
  
  I am rejecting this response because: It required a month before we had an agreement a month after that letter of May. They were supposed to send the balance by July 25th. They did not do so. I contacted them numerous times and they haven't responded. They required me to remove all negative reviews I had across every site I posted it on. I had to sign a document. After the reviews were removed and the document was signed, they refused to pay me the balance of my money. Therefore, I do desire that the BBB host my review for other consumers information regarding the shady workings of excel book writing. I waited until August 24th I believe before I put the reviews back up.
  
  Sincerely,
  
  ***********************;    

  

  Business Response

  Date: 08/29/2024

  The Settlement Agreement states a refund of $8,143.98. After the client signed the **** he
  began blackmailing and threatening our company, despite our consistent cooperation. ****
  would frequently call us while intoxicated, shouting at our manager. There was a minor issue
  that was corrected and approved by the client. However, he later called, demanding the book
  be republished and requesting printed copies, which we delivered. He acknowledged receipt
  of the printed copies, and we republished his book as well.
  Despite this, he continued to leave negative reviews. According to our company policy and
  the *********************** decision, we refunded him for the services we canceled. The
  services that were successfully delivered, including book writing, publishing, cover design,
  and printed copies, cost $3,500, which we did not refund. After signing the **** he requested
  the work to be completed, so he cannot keep both the work and the money. We are running
  a business, not a charitable organization, and he seems to expect everything for free.
  We have call recordings proving his inappropriate behavior and abusive language toward our
  female employees who were trying to assist him. The total refund issued so far is $4,643.98,
  processed via Stripe to the customers card. Below is the proof of the refund and the work
  delivered. The remaining $3,500 is not eligible for a refund, as the client violated the terms of
  the RSA by threatening us and leaving false reviews to defame our company. Terms &
  Conditions - Excel Book Writing Please visit our companys policy client is no where eligible
  for any refund, as $3500 which is remaining has been delivered too and proved below.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 21667676
  
  I am rejecting this response because:
  We had an agreement in place as of June 24th where they would refund $4,600 immediately and the other $3500 after the agreement was signed and the reviews came down. I lived up to my end. They refused to honor the other 3500 and therefore the reviews went back up. They will not honor their own agreement and drafted by their own hands. 

  They failed to mention the fact that the books they sent me and the books being provided by Amazon and Kindle are not the same books. They also failed to mention that he approved copies of my books which have been in their hands for more than a year are still unavailable in the market. I completely reject this information that they're provided. They promised the other 3500 as well and now they're reneging on the deal. Remember this is their agreement. 

  I never threatened them, I did tell them that I would sue them in a court of law. And that's still a very real possibility. And let's not forget the frustration level as well that comes with having six different copies of my book out there and none of them are the ones I approved. My friends and family that support me have been provided a copy that I did not approve for publication. This is created some controversy among my family and friends and myself. Please ask for all of the recordings, contracts,  documentation and grievances that Excel claims to have.

  This is their MO and SOP. Dishonesty is their specialty. It sure isn't book writing or publishing. They did almost nothing with my book that I didn't already have done. The only thing that they were able to accomplish was provide consistent mistakes and things that needed to be corrected by me and not by them. Excel book publishing is useless and they are thieves not to mention liars. 

  For the reasons listed above I am definitely rejecting their response.

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

• Initial Complaint

  Date:03/27/2024

  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 purchased help for writing a book. Was promised to work with a production manager. I spoke with this guy one day the next day he was supposedly fired, and the new guy tried to sell me more. They had other red flags where different parts of the company would request the same information multiple times. The previous manager said that he wasn't fired. Didn't know what had happened. After all this I requested a refund, and they told me I wasn't allowed one. Even though according to **************** law I have 30 days to request one. After that they forced me to sign another long contract to get the refund without making sure I was aware of terms. The terms of the contract are that it may take up to 90 days. I think in 2023 refunds should be virtually instantaneous. Which leads me to believe that this is an attempt to push back the refund past the 30 day **** and then tell me something went wrong and I am not *********** it.

  

  Business Response

  Date: 04/05/2024

  Client has been refunded according to our agreement with him this complaint is baseless as excel book writing always honors their agreements with their clients and client was informed that his refund was to be processed still, he filed a complaint for no reason. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21495588
  
  I am rejecting this response because:
  The refund has not been issued and therefore is not baseless. Complaint will not be withdrawn by me until the refund goes through. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/08/2024

  Excel Book Writing  has issued the refund and sent it forward if any delays, Now client need to take that up with his bank as excel has issued the refund as promised, the complaint is ****ed closed by us and the client has violated the Refund settlement agreement, which has broken contract as he was clearly instructed that no complaint or dispute should be filed as excel has given him in writing that the refund would be processed which we have done still the client insists on keeping the complaint open and thinks by defaming the company he will get his refund faster which effect our image infornt of all our new client we request the bbb to please **** this as resolved as Excel Book writing has stuck to there commitment even tho the client violated the RSA 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21495588
  
  I am rejecting this response because:
  This company headed by the person who responded to the complaint. Tried to pressure me not to get a refund by lying to me. Example. Saying that I was unable to get a refund. Regardless that they're own employees said that I coupe if I was dissatisfied. Then when I said I live in ****************.  My state law says I have 30 days to cancel any contract. I could buy a car for 29 days and 23 hrs and cancel that contract even. Then they tried to plead with me. No give us a chance. Give us a chance to prove it. Even though I had been lied to during the process. 
  They then told me I'd have to sign a forum saying I wouldn't complain about them. I never needed to sign a forum for the refund. I let them know that. 
  Afterwards I saw some complaints on the same company about poor quality. Poor service. A lack of professionalism. All with a comment from that guy telling the service to remove their reviews. These comments aligned with my experience word for word. 
  No one should use this service. It's a waste of money. Go to fiver. Or anywhere else. 
  I'd like this complaint to remain up forever. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/07/2024

  Type:Order 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 initiated my review on 10/13/2023 because EXCEL BOOK WRITING forced my hand by seriously delaying the completion of several contracts. I fully paid for 3 contracts, one dating back to March 3, 2022, so it has been a frustrating 2 full years to get this complete project off the ground book, marketing, and audiobook. It's their delays in completing the work that is the main issue and complying with written contractual elements which they ignore. Soon after my review was first published they started working with me once again, but began to delay completion again despite being very close to completing them. In one case they ignored me for a full 58 days.I have solutions to resolve the 3 contracts if they care to complete the work:May 2, 2022 Contract Book editing and publishing agreement - The published version was an earlier version with errors and ******** want the final version published. This is an easy fix by switching the latest digital copy to print the right version. May 10, 2022 ****************** agreement The key to this issue is that they guaranteed in the contract to sell ****** books in the first year or all of my money back. I purchased that agreement to market the book; not a website that required additional expensive maintenance and certification costs. Satisfaction was guaranteed. If they cannot sell ****** books, I request and deserve my money back. I do not want their website. July 21, 2022 Contract- Audiobook Agreement After 18 months and no product, I had had enough. That is why I initially wrote the review on 10/13/2023. They quickly responded after the BBB review landed. It was going relatively well until they stopped communicating with me for 58 days. This should have been easy. It was one small item away from being completed: namely removal of the speaker's voice clearing his throat in one segment of the audiobook. Why they refused to complete the audiobook is a mystery to me and again an easy fix if they wished to complete it.

  

  Business Response

  Date: 04/15/2024

  Please see response to complaint #********.

• Initial Complaint

  Date:02/29/2024

  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.

  Another author referred me to this company, who stated they did an excellent job for him. As an educator, it took me six months to save the ******* to pay them to edit my book. I did tell ******************* it would take me some time to get some money together; however, I eventually paid $******* for a smaller package. I completed the required document. One was a list of chapters I had to create used to create an outline. The outline was nice. We spoke on the phone for about 20 min, and based on that recording, they created chapter 1. In the process, from the $******* to the chapter, every conversation started or ended with another ******* for a marketing package. I said I didn't have money and wanted to focus on writing the book. If you're constantly picking another sales tactic, it takes away from writing the book. I also stated I was writing the book but didn't need it to be in sequential order. They wanted to go from 1, 2, 3. That's not how Im writing my book. I started writing at the Climax. I said I was writing the hook and then working backward.Once I received Chapter 1, I said in the email twice and over the recorded phone conversation THIS IS NOT ME (attached). It's not my vibe. Now that I've read the first chapter, I know they can't capture it. I stated on the recording I have a natural spiritual vibe; I was born this way. There is no need to go any further; they don't want to honor their contract page 5 9.2 vs. 92.3 contract termination. They contradict each other. Therefore, it falls in my favor, and I want them to honor 9.2, take a portion based on what you have completed, and return the rest to me. I'm not saying they don't get anything for their time. However, there is no need to move any further. This company may work well for others.

  

  Business Response

  Date: 03/04/2024

  
  RESOPNCE TO THE CLAIM
  Client ********************************** signed up with us in January 2024, Customer is not aware of the process
  how it works when it comes to write a book, Customer never provided us the manuscript so we cannot
  directly work on the editing process, we need to write the manuscript and then the edits go on after
  clients approval, Customer needs to understand if she provides us the manuscript so we can directly
  work on editing otherwise we need to write the manuscript for the client , client gives us the rough
  notes and explain us what she wants, so how can she claim she is not getting the vibe that she is talking
  when the manuscript is not written by her, Moreover we provided draft and outline to the client to
  which she expressed she liked it and we continued working on the project. Customer has change of mind
  and asking for a refund which is not eligible in her case as per the signed contract, Also our Project
  Manager never force her for any new sales that is their job to let the client know about how the book
  can be advertise in future also if she does not wants any other service except writing she could simply
  say a NO but she said to ***** I will let you know so he followed up on that he never forced her for
  anything. Client has a change of Mind and is not eligible for a refund, On 19th Feb she has shared positive
  response with us and soon after she is asking for a refund who will pay the cost which has been paid to
  the production team who is working on her project. Please see client is fully satisfied if she does not
  want to share approval or does not want to go on chapter calls and changes back and forth so she should
  not write a book in first place, this is the process she needs to understand. We have spent hours with her
  on call she cannot be eligible for a refund at this stage of the project as full satisfaction has been
  provided from our end as per her emails and messages. She can get back to us and we will happily help
  her out if she is having issues or not understanding but she needs to give time not only us any company
  working on a book needs client assistance and ideas for which client needs to take out time and have
  patience.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21364640
  
  I am rejecting this response because:

  I selected the lower package for $1500.00, and he stated my next person would be *****. I wish they would let you hear the recording.
  I asked questions for understanding, as you could hear me saying on the recording. We were talking about writing the book in sequential order. I'm not writing sequentially but from the hook and working backward. Writing a book is like putting together a puzzle. I told him I write based on my spirit. I made that precise several times. If a story comes to mind, that's the story I write, and I put it in order according to my timeline (i.e., dates of events).
  
  On all the recordings, you can hear the marketing package pitch. I asked ***** how I could focus on the enjoyment of writing the book if we kept talking about this $2500.00 marketing package. Once I paid the $1500.00, I was done. It's their business to get the client to purchase a higher package. I'm attaching my email from the 19th, and as I said before the 19th in the recorded conversation, how am I supposed to enjoy writing a book if you are always talking about more money and it took me six months to give you the $1500.00? I started to feel dread and pressure when I saw the call coming. I just no longer trust the process. I will accept the partial refund that was offered in the email attached.

   

  

  Business Response

  Date: 03/05/2024

  In order to discuss regarding the partial refund please contact on the same email and you will be responded by the resolution manager , Kindly have this case closed as we as a company has decided that we will issue a partial refund depending on company's policy which our compliance team will decide , also we also do not wish to work with anyone who has lack of knowledge regarding how it will be done, we tried our level best and tried to help this client out but I guess that won't work for us too. Please contact on the same email received and you will be assisted  accordingly 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21364640
  
  I am rejecting this response because:Greetings;

  
  

  I have accepted the agreement, yet the *** stated I need to complete it. I have never received it. I've attached emails to show I'm not receiving the documentation to received the partial refund. 

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

  Customer Answer

  Date: 03/21/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/24/2024

  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 hired Excel Book Writing to edit, proofread among other services that is mentioned in email correspondence file attached (Dec. 20th email). They were expected to work within the Designrr Platform where I created my eBook and deliver the finished product there. Prior to making agreement, The Senior Manager, **** confirmed that they are able to work within any platform. I accepted and sign agreement. Before they start any work the Project Manager ******* also verified that they are able to work within the Designrr platform. After some going back and forth in email correspondence, they stated that since they are unable to work within the Designrr platform (see their email Dec 20) they will refund my money.I have been getting run around since then as you note in the email correspondence file attached.

  

  Business Response

  Date: 02/13/2024

  We respectfully urge the Better Business Bureau to consider closing this complaint, as the terms of
  working exclusively in MS **** and PDF formats were clearly communicated and accepted by the client.
  Upon receiving the entire edited book in PDF format, the sudden demand for project termination and a
  refund raises concerns about potentially deceptive practices aimed at obtaining a refund after the work
  has been completed. Despite prior advisement that only MS **** or PDF formats were feasible, the client
  proceeded with the project under these conditions. However, after Excel Book Writing invested
  considerable resources into editing the book, the client's abrupt reversal to demand a refund is perplexing.
  Additionally, the client still has an outstanding balance of $500.00, yet instead of settling this amount
  upon completion of the work, they are insisting on a refund, which appears illogical.
  It's worth noting that Excel Book Writing has operated with integrity for over a decade, adhering to
  principles of honesty and transparency with our clients. Our commitment to providing clear and accurate
  guidance on all aspects of their projects has been fundamental to our longstanding success in the industry.
  We remain dedicated to upholding these principles in all our dealings with clients, ensuring trust and
  satisfaction throughout the project lifecycle

  

  Business Response

  Date: 02/14/2024

  Here is the response for the mentioned complaint.
   
  Regards,
  *********************
  Head Of Operations 

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21195118
  
  I am rejecting this response because:

  I have attached a word document fie above in response to Vendor.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/21/2024

  In response to the client's allegations regarding our commitment, Excel Book Writing would like to
  reaffirm our dedication to honoring every promise made to our clients. A refund was indeed offered to
  the client when it became apparent that their book could not be edited on the DesignRR platform. During
  a subsequent phone call, our senior consultant, Mr. ********************** reiterated this offer, specifically
  addressing the $500.00 upfront payment. However, during the same conversation, the client himself
  expressed satisfaction with receiving a draft in PDF format. This exchange was outlined in our initial
  response, complete with a timestamp of the call, and we are prepared to provide the recording upon
  request.
  Once the client indicated their satisfaction with a PDF format, Excel Book Writing proceeded with the
  editing process. Now that the entire book has been edited, offering a refund is not feasible, as significant
  resources were allocated to completing the editing.
  Additionally, the client has accused Excel Book Writing of being deceptive, citing poor record-keeping.
  However, it is the client who is distorting their own statements. In their initial complaints, the client
  focused solely on issues with the DesignRR platform, with no mention of the edits made to their
  manuscript. Now, faced with evidence that they consented to work on the platform and accepted edits in
  a PDF format, the client is changing their narrative. Unfortunately, Excel Book Writing is bound by
  confidentiality agreements and cannot provide the edited manuscript to BBB.
  Furthermore, the client claims that Excel Book Writing took his manuscript from DesignRR platform
  without his permission, as it was not a condition of the project. However, it was the client himself who
  granted access to the DesignRR platform, where the eBook was stored, and consented to accept the edits
  in PDF format. Given this consent, it was necessary to download or copy the manuscript for editing
  purposes. The decision to proceed with edits was made only after the client confirmed their satisfaction
  with receiving the edits in PDF format during the aforementioned call. It appears that the client is
  leveraging the limitations of the BBB portal, as attachments cannot be uploaded, to their advantage. We
  have included screenshots of email exchanges in this document, demonstrating the client's provision of
  DesignRR platform credentials. Please note that the latest email trail in this document is dated December
  20, 2023, and the referenced phone call occurred on December 21, 2023.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21195118
  
  I am rejecting this response because:

  Please note my comments in the attached PDF file.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/23/2024

  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.

  so i sign a contract with the excel writing in ******* so i pay the first 500 dollars when i had a credit card now when i didn't have the money they kept calling me and asking me when i will be able to pay for it, well when Just Today: I did get money finally i call them and them I wanted to pay well we did try to pay that didnt work we did over a couple of dozen time then they told me i need to go to the bank and ask if I could tranfer money to canda well finding out the bank did tell me we do think it was a scam and they told me not to pick up there phone calls anymore but the person did talk to the banker and she even ask that person how can we send the money but the person replied just send us the money these guys needs to be put out of business for good

  

  Business Response

  Date: 02/02/2024

  We respectfully request that the Better Business Bureau consider the closure of this complaint. The client's
  preferred resolution, as stated in this complaint, is to be contacted by the business and Excel Book Writing
  is fully committed to engaging with the client to address and complete his project satisfactorily. However,
  the client's decision to escalate the matter to the Better Business Bureau is perplexing,, as he did not
  express any concerns or skepticism regarding the payment process with his project manager. Making
  Unverified claims on this esteemed platform appear baseless. If the client encountered difficulties with
  his credit card during the final payment, it was due to a bank hold that he couldn't resolve. Despite
  Despite numerous attempts to process the payment, the merchant unfortunately blocked the card. Excel Book
  Writing remains dedicated to upholding 100% transparency with our clients regarding financial matters
  and the services we provide

• Initial Complaint

  Date:01/11/2024

  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 paid $5000 to Excel for a package that included book cover, SEO, Website, and social media and have received only one book cover idea that was clipart of a little girl on a prairie when my book is about a grown stepmother living in the suburbs of *******. I responded immediately and received the same clipart cover the second time around. I immediately took them up on their satisfaction guarantee and asked them to provide a partial refund and we would part ways. I've asked for $3000 of the $5000 which was incredibly fair considering they didn't provide any work product. They have avoided me for almost 5 months and finally emailed me today that they would not give me any money back. They have my $5000 and I don't have the products promised or guaranteed would be to my satisfaction. Please help me get my partial refund. I think asking for only $3000 allowing them to keep $2000 for doing nothing is extremely fair. I also thought they were located in *****************, specifically ******* . That was told to me on the first day we spoke but now I don't believe that to be true. I hope you can help me.

• Initial Complaint

  Date:01/10/2024

  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.

  Date of Transaction: September 21, 2022 Amount paid to Business: September 26, 2022 $2500. and October 28, 2022 $5000. US$What the business commit to provide: PLEASE SEE UPLOADED DOCUMENTS Nature of **************** breached contract twice, and is REFUSING to reimburse me my money as specified in contract and on their website, 100% SATISFACTION OR 100% MONEY BACK GUARANTEE! I NO longer have TRUST in this company's ability to follow thru on the contract they provided?Basically they told me to continue with them of TOO BAD...So Sad. I also have all the emails and voice recordings.To my knowledge there has been nothing done regarding, the "Service Agreement" for the five thousand dollars!I have lost revenue from promoting this book, however, I am not looking for reimbersement, just only for the monies that I invested in this book as outlined in the Contract.

  

  Business Response

  Date: 01/15/2024

  We respectfully request the Better Business Bureau (BBB) to consider dismissing this complaint on the grounds of its lack of merit. The client explicitly states in the complaint, "To my knowledge, there has There has been nothing done regarding the 'Service Agreement' for the five thousand dollars!" Notably, the client's project has not progressed to a stage where any marketing initiatives can be initiated. The marketing phase for a book typically commences when it is in the publication stages and this was already explained to the client at the time of signing up. However, in this case, the client opted to terminate the project midway.
  
  Our most recent documented interaction with the client concerning their project took place on October 12, 2023, during which some illustrations were shared.Subsequent to this exchange, the client ceased communication, re-emerging in December with a request for a full refund on the entire project. The client's motivation for seeking a refund stems from their discovery of a more cost-effective service package elsewhere, prompting a desire to continue with the alternative provider. This circumstance unequivocally points to a change of mind.
  
  To substantiate our position, we have provided screenshots of our website's Terms and Conditions, clearly articulating that any instance of a change of mind or a client being unresponsive for more than 10 working days on their registered email address automatically disqualifies them from any sort of refunds.which the client was aware of and agrred to on the time of sign up 
  
  It's important to highlight that Excel Book Writing has a substantial client base. base, with numerous satisfied clients attesting to our adherence to project timelines. The tactics employed by this particular client to terminate the project prematurely and then employ the Better Business Bureau as a means to demand a refund are inconsistent with the experiences of our other clients. We appreciate the BBB's attention to this matter and trust that a fair assessment will be made.

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 21112454
  
  I am rejecting this response because: In response to Excel's claim that this matter, "Has no merit". The issue still comes down to the fact the Excel didn't meet the due dates agreed upon and promised by Excel, for both Christmas 2022 and 2023. This is the "Breach of Contract", to where the root of the issue lies. I have not argued that Excel, hasn't provided me with a completed manuscript, but hasn't been translated into French as per the contract. All stated platforms, eg: e-book, hard/soft covered books and the Audio book, have not been put forth. I have approved so far 6 illustrations, but after numerous hour long conversations, being explicit in what I was looking for, was sent illustrations that were not as discusses, This, in my opinion is a problem on Excel's part not mine and I feel that, any cost obtain is their cost as the people speaking to me either ignored  what the conversations consisted of, even when re-explained as well as having actual photographs to use as reference. I have never indicated to Excel, that I have found another publisher and/or company, that can do the work at a cheaper rate, this is total fabrication on Excel's part. I have called Excel, at least 25 time since September 15th, 2023, and even on one occasion , using another persons phone, as they were not picking up my calls, but picked up when I called from another phone. From October, I had been passed on to two other assigned project managers and when I insisted of a refund, I was told that it had to go thru their refund  department. This seems to be Excel's, "Mode of operations", to either ignore the client or pass them on to someone else to deal with, while trying to make it appear that it is the client that is at fault. Therefore, not taking responsibility, for any thing they say or do. 

  I am willing to forego the $2500.00, for work completed, including any or all illustrations, even ones that I have not seen as yet, However, due to my past and present treatment with Excel staff/management, I am not willing to part with the $5000.00, as I have told them, "I no longer trust or have faith in their company". I had even stated to Excel, that if they returned my money, I would set up a "Escrol Account", until they completed the agreed contract. I felt that under the circumstances, this was prudent and reasonable, to which Excel replied with a flat NO! I said to Excel, "If you stand behind what you say...why not"

  Excel sent you documents that were highlighted, I can honestly stated, I have never seen these documents before?. The only documents that I posess are the contract and the service agreement.
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/02/2024

  We respectfully request the closure of the complaint filed with the Better Business Bureau. Our
  understanding of the situation prompts ** to believe that the client's demand for a refund may stem from
  the completion of a significant portion of their project or the engagement of another company to take
  over. It is crucial to note that both circumstances disqualify the client from being eligible for any refund.
  Throughout the project, Excel Book Writing has invested valuable resources and effort to ensure its
  successful execution. The sudden request for a refund, particularly as the project nears completion, and
  the use of the BBB platform for this purpose, reflects a level of professionalism that is not in alignment
  with our standards.
  Excel Book Writing remains committed to delivering exceptional service, evident in the numerous projects
  we have successfully completed to the satisfaction of our clients, as reflected in their reviews and
  testimonials on various consumer platforms. We are here to address any concerns and work towards a
  resolution that aligns with our commitment to excellence

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21112454
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 02/07/2024

  Complaint: 21112454
  
  I am rejecting this response because: As per our conversation today February 7th, **** at 2:11pm, I am resubmitting my response, that didn't upload on Sunday February 4th, ****? Thank you for your assistance with this matter.
  
  Sincerely,
  
  ****************************************;

  

  Business Response

  Date: 02/09/2024

  We appreciate the opportunity to address the concerns you've raised and provide clarity on the matters at hand.
  
  First and foremost, it's important to clarify the terms of the initial agreement. The agreement stipulated that the book would be ready for publication before Christmas of 2022. Nowhere in the agreement was it specified that this deadline coincided with the Christmas season, which typically begins in October in ******. Additionally, there was no explicit agreement that Excel Book Writing would complete the book before the October 2023 Christmas season. The agreed-upon timeframe simply aimed for the book's readiness before Christmas of 2023, without a specific date. Regarding the project timeline, Excel Book Writing was well on track to complete all illustrations by the beginning of December 2023 had the client not ceased communication in October of the previous year. Regarding additional services such as the French book, audio book, or ISBN number, it's essential to recognize that these tasks cannot be completed simultaneously. It is necessary to wait for the book's publication before commencing secondary services. Attempting to deliver multiple services simultaneously would likely result in confusion for the client when it comes to distinguishing between each service.
  
  Regarding the assertion made by the client that this case should have been handled by Excels refund department, we would like to clarify that it was indeed addressed by our refund department. Correspondence was sent to the client, indicating that they do not qualify for a refund once the project has exceeded 50% completion. Furthermore, the client requested a detailed breakdown of how the initial payment of USD **** was utilized. It is important to inform both the client and BBB that Excel Book Writing is not obligated to provide a budget breakdown, as all work and resources utilized in this project are the property of Excel Book Writing and were not outsourced.
  
  If the client had firmly requested a refund before Christmas of 2022, we would have been more inclined to accommodate such a request. However, after more than a year of back-and-forth revisions and significant resource allocation to the project, it is unreasonable for the client to suddenly demand a refund. Excel Book Writing is a business entity, and while we allocate our resources to projects, we also require cooperation from clients. The client agreed to an extension until Christmas 2023, and attempting to twist this agreement to coincide with the Christmas season starting in October in ****** is not justified.
  
  In conclusion, it's important to address the client's request for a $5000 refund simply because he hasn't witnessed his marketing efforts yet. The client's cooperation in seeing his book through to publication should be duly noted. If the book had been published by December 2023 as planned, the client would have been reviewing his other services by now such as subsequent social media calendars, the French version of his book etc. If the client persists in discontinuing these efforts, it signifies a change of mind, rendering him ineligible for any refund.
  
  Excel Book Writing upholds principles of honesty and integrity and does not engage in deceptive practices or mishandle clients' finances. With over a decade of experience in the industry, we have earned a reputation for reliability and professionalism. If our business practices were questionable, we wouldn't have sustained success over such a significant period.

• Initial Complaint

  Date:12/28/2023

  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 entered into a contract with Excel book writing on January 13th 2022. I paid $2,000 for the basic package. they insisted with lots of marketing pressure that i needed to upgrade to other packages. i paid another $4000 On April 6th, 2022 for a book trailer and website that has not been completed for nearly two year now. On August 5th 2022 I paid another $1,000 for Amazon Hardcover Integration in which they wanted to charge me again to have amazon store hardcover book in their warehouse in which amazon does not store any book they print on demand. On October 14, 2022 I paid another $1000 for an Audio book, press release, and college advertisement. I have not gotton any audio book. I consulted several professional book publishing companies and they mentioned that it does not take two years to produce an audio book. On April 4th, 2023 I paid another $1,000 to have my book translated in spanish. I have not gotton any update on this.I am asking for my refund. I am so afraid that after two of not completing my project I am not going to get my project done. I've lost many of my customers and opportunity because I made promises i could not keep due to the long delay of two years.I know your office has been established to protect people like myself and others from companies like this. Many others have complained to your office about this company.Please help me in this matter, I really need you to serve me justice.Thank you

  

  Business Response

  Date: 01/15/2024

  We kindly request the Better Business Bureau (BBB) to thoroughly review and consider dismissing the present complaint due to its evident lack of merit. The client's collaboration with our company proceeded smoothly until the completion of his book's publication and printing phases. However, following the successful delivery of these services,the client's communication dwindled, resulting in a lapse of project approvals and progress.
  
  It is noteworthy that we have observed a concerning trend where some clients, despite experiencing satisfaction and smooth collaboration during project development, abruptly cease communication, placing the project on hold for an extended period.Subsequently, these clients reappear only to demand a refund, citing non-delivery of services as their rationale. This pattern often coincides with approaches from other companies quoting lower service fees, leading clients to seek refunds to engage with these alternative service providers, exploiting the Better Business Bureau platform as a means of leverage.
  
  To substantiate our stance, we have included screenshots of our website's Terms and Conditions, explicitly stating that any instance of a change of mind or a client being unresponsive for more than 10 working days on their registered email address automatically disqualifies them from any form of refunds.
  
  Excel Book Writing has proudly served in the industry for over a decade, earning a stellar reputation for the quality of our work. The testimonials and reviews from our esteemed clients attest to our commitment to excellence and the value we bring to our projects.We appreciate the BBB's attention to this matter and are confident in a fair assessment of the situation.