Complaints
Customer Complaints Summary
- 54 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/26/2023
Type:Product IssuesStatus: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.
This company agreed to publish my book, print, and sell on Amazon and other online sources, and they are not doing this. They make excuse after excuse, and they took my $514 dollars and then not doing anything. They continually ignore me. They promised if I was not happy with my service, that they would refund all my money in full, but they will not do this. They lied to me. I have attached the contract. Thank you.Business Response
Date: 10/05/2023
Please see the attached file.Customer Answer
Date: 10/08/2023
Complaint: 18675213
I am rejecting this response because: the reply from Excel is totally inaccurate and totally misleading. ************ gave me the run around from the beginning. They never fulfilled any of their promises, and to this day, my book is on Amazon nor Kindle nor for sale in any way. They lied and lied and lied. Then they ignored and ignored and ignored. They are a scam company, and the only reason I am fighting this with BBB is to protect others from making the same terrible, awful mistake that I made. Others will get their money stolen and their dreams diminished. The ONLY reason they even reached out to me there at the end was because I put a bad review on Trustpilot and on BBB. They called me on the phone to inform me that they would pay me IF I took the bad reviews down. (interesting how they would text when it was in their favor and call me when it was something suspicious). Those screenshots of texts were a plot to get me to take down my negative reviews. They said they would pay me once I did so. I told them I didn't trust them since they had lied to me before. I do NOT trust this company, and I am concerned about others who will. I just had to walk away without my $516 that I had saved for years in order to do this. I had to just count it as a mistake on my part and a very valuable ****** learned. If you let them take this BBB review down, then I am not certain what the point of the BBB is really.
Sincerely,
*************************************Business Response
Date: 10/13/2023
We would like to counter the response sent by the client in reference to case no. ********. The client's primary desire was for a refund, and we wish to clarify our willingness to provide this resolution. However, despite our repeated efforts to engage in communication, we have been unable to establish contact with the client. We have made ******* attempts to reach out through emails, text messages, and phone calls (as provided with screenshots before) to address their concerns and process the refund request.
We trust that the esteemed BBB platform can facilitate communication and assist us in achieving a swift and satisfactory resolution. Our objective remains to uphold the highest standards of customer service and ensure that ******* is completely satisfied with her experience with Excel Book Writing.
In light of the above, we kindly request that BBB assist in resolving this matter and closing the case, allowing us to move forward with processing the refund for the client. We remain committed to the highest level of customer service and wish to demonstrate our dedication to resolving this matter promptly.Customer Answer
Date: 10/14/2023
Complaint: 18675213
I am rejecting this response because: this company is lying to you. Their screen shots are selective. They told me over the phone, not through email or text, that they would refund me after I removed my bad reviews only. To me this just adds to the scamming aspect. If they would have done what they promised to begin with, there wouldn't even be a need for a refund. I do not think the trauma they have caused me is fair, let alone the costs. They are scammers. You would not believe the number of times they lied to me and now they are continuing to lie. Why do I have to keep explaining this? I assure you they are scammers. If you read all the online reviews on them (except the fake ones), you will see that they have done this to numerous people. This all started a year ago, and I am still dealing with the repercussions. Bottom line, they took my $516, did nothing, and now I am without anything at all that I was promised, along with a loss of money, along with the trauma and disappointment. So if BBB lets this review to be taken down, then there is absolutely no point of it. I have no book out on Amazon, no book out on Kindle, no formatting done, and a year's worth of misery. All they had to do was take my book that I wrote along with the pictures I supplied and put it out on Amazon and Kindle, and give me one copy. None of this done--at all! Why aren't they showing you all the excuses they gave me why they couldn't do it? They said they didn't know how to format it! WHAT? That is what they promised. How do you promise me this when you don't know how to do it? It is a joke. It is unbelievable.
Sincerely,
*************************************Initial Complaint
Date:01/24/2023
Type:Service or Repair IssuesStatus: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.
The work they claimed to provide was not up to par. Working with them was taking longer than doing it myself, and the quality was extremely poor as they ignored my requests. So I decided cancel well before their 1 year warranty. I asked for a refund they said okay in 2 weeks. I waited and they did not send it. I contacted them back they said oh one more month. I still did not receive the money after that deadline so I decided to write this. They delayed payment for over a month and I am scared they ran way with my money. I would not do business with them if you can help it. I feel its a scam.Business Response
Date: 10/05/2023
Please see the attached file.Initial Complaint
Date:01/24/2023
Type:Order IssuesStatus: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.
Signed a marketing agreement that includes SEO optimization (for 6 months), advertising, videos, many other tasks. Salesman promised significant sales including best seller's list. Agreement included a 100% return on investment clause and a 100% money back guarantee. It is nearly a year since marketing agreement was signed and sales have not even been close to my initial investment. My requests for information related to the marketing, including beginning and ending dates, SEO performance reports, etc., have been unanswered. My request for money back per the agreement were not answered. I have also requested a meeting with the advertising department, the signatory to the marketing agreement, complaint department and various supervisors and have received little response. I have a detailed email record of all correspondence (and silence from Excel Book Writing) that is too extensive for this space. I would like Excel Book Writing to honor the clause in their agreement. I need my $2,200 back.Business Response
Date: 09/19/2023
see attachmentCustomer Answer
Date: 09/19/2023
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:01/24/2023
Type:Service or Repair IssuesStatus: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 called them initially for information. Since then I get daily calls. I have spoken with several people and asked them to stop calling and not interested yet they keep calling me. A guy called me from there today and was harassing me. Was super rude and yelling at me saying I need to learn respect etc I asked for them not to call me again and he called twice after that. They call from multiple number and I keep blocking them.Business Response
Date: 09/19/2023
see attachmentInitial Complaint
Date:12/04/2022
Type:Customer Service IssuesStatus: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.
They did not stand behind their 100% money back guarantee. The company is a scam and a hoax. They keep telling me they will give me my money back, but then they do not do it. This has been going on since August. I do not want other people to be scammed by this bogus company who is running different businesses to scam various people out of their hard earned money. Totally a bunch of hacks. They need to be put out of business.Business Response
Date: 09/19/2023
see attachmentInitial Complaint
Date:11/29/2022
Type:Product IssuesStatus: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 was supposed to be getting a book made edit it and publish through this company and I went through four different people to get the job done. They just kept asking me over and over to let someone else do it theyll make it better and Ive never received the proper work on my book. Ive been asking for a refund since December of 2021. They said they would give me a refund within 30 to 40 days and I have not received a refund now every time I call for the manager theyre saying that hes out of the office and he doesnt have to come to the office if he doesnt want to and theyre making it hard for me to get my money they keep switching people and managers in everybodys playing a different role every time I call to receive my moneyBusiness Response
Date: 09/19/2023
see attachmentInitial Complaint
Date:11/08/2022
Type:Product IssuesStatus: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 for services rendered. They did not produce the product I paid for. My contract states I would receive a 100% refund if I was not satisfied. I asked for a refund. I received less than half of what they owe me. They promised to send me a check. ****** *****************) told me via text August 30, my refund "is being processed". On October 27 he wrote via text, "I will check the finance department regarding the refund." They owe me $5,000.I was promised a complete refund on August 4, 2022 "Hello *******,I hope this email finds you well.I had a word with my head of department and we have scheduled your complete refund.To proceed further with the refund, you will have to come on call with *************************. He will have to verify some details to move things forward.I am well aware you want everything in writing. To ensure that you have everything in writing, after your call a complete email will be shared with you noting down all the points that will be discussed on call.Apart from the written email, complete call recording will also be attached in the email as a vocal proof for you.Kindly let me know when I can get a call scheduled so that we can proceed further.I have attached a document for your review. Kindly have a look at it for further discussion.Regards,***************************"Business Response
Date: 10/05/2023
Please see the attached file.Initial Complaint
Date:11/04/2022
Type:Product IssuesStatus: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 hired this company to publish my book on July 25th, 2022. I was asked to fill out some forms where they got to know my, my book and my desires for how I wanted to publish my book. One of the questions asked me when I wanted to have the book published by, where I said by the end of October. I was introduced to several people, including my project manager ***********************. He would ask me questions that showed he hadn't read my forms and book. Several times he's tried to sell me their marketing package, not taking a No for an answer. He was required to send me an update once a week. He did that, but the updates were horrible. Something put together in a couple of minutes and not following my requests. In the last three months, not even the cover has been done. I was told I was going to have support helping me make decisions. I never had that even though I constantly asked for advice. When I was on the phone with them, there was a background noise, like a telemarketing warehouse. I talked to ********************* a couple of times too, who is part my team. I was told they could do whatever I wanted. I would asked them to show me what options I had, what program they were using so I could see what tools and resources I could choose from. I never received anything. At one point, I called their complain department where the person tried to sell me their marketing package. I decided to ask for a full refund on October 31st. *** tried to convince me otherwise, getting frustrated because I didn't want to continue the agreement. Eventually, he said he'll ask the finance department to expedite my full refund. I called the finance department and left them messages but haven't heard back from them. The amount paid was $999.Initial Complaint
Date:10/31/2022
Type:Product IssuesStatus: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 publish my book and paid close to $4,000.00. They were supposed to publish the book and build the website. This included the layout, editing and more. The layout of the book was incorrect. I had to tell ***** that no one proofread the book, which was also part of the package. The project wasnt and still isnt ready for all of my past events, upcoming events and I had to pay $600.00 for a printer to print the books. Excel sent the wrong format to the printer and I explained to *****, my contact that the layout needed to be fixed. He promised that it would be. He told me not to worry. He promised this to me. It went to Amazon and was incorrect. My website is still not complete and up. Im losing a significant amount of money. All of my merchandise has the ** code that brings the potential customers to my website that is not up. The lead librarian called me yesterday and complained that my website is still not up and shows that its a dangerous site. A dental hygienist called me and complained that the website is not up and asked where her second book is. The only part of this process that went right were the illustrations. I need my website up immediately and I need the book on Amazon with the correct format immediately. I had 4 readings and had to read my first book because the second one with Excel isnt ready. I spent $1000.00 to be a Diamond sponsor at Kids Day America and my second book was not ready. This is why I had to spend $600 for a printer to print the books and the format and layout was wrong. Oh, they told me in the beginning that I could have the hardcover on Amazon and ************** and now Im told I can only have the soft cover on Amazon. I worked with ************ for my first book and never had this many issues. I need a full refund so I can get this over to another company that can do it correctly as promised. Im at a standstill and losing out on opportunities like school assemblies which I charge $500 each.Business Response
Date: 09/19/2023
see attachmentCustomer Answer
Date: 09/26/2023
Complaint: 18336178
I am rejecting this response because I want what I paid for. I do not want what I paid for held hostage until I take down this post. I want where we are with marketing. I want my video trailer and whatever else I paid for with this contract. I do not want to be sold upgrades. You have not delivered the what I paid for. Why would I pay for other products to make what you promised me better.
Sincerely,
********************* *****Business Response
Date: 09/27/2023
Dear BBB Team
I would like to state that we have repeatedly tried to reach out to this client to help her get the work done but the client does not respond and does not give us the opportunity to do so We have delivered the majority of the client's work but also cannot proceed as the clients feedback and approval are very important and were conveyed to the client when she signed up that we need constant communication in order to make sure the project is done in a timely manner This complaint that is filed shows that even though Excel is trying to reach out and get the job done for the client, she chooses not to respond to us but would like to keep the complaint active in order to defame the company. The client's budget has been allocated to her team and project expenses, and a refund is not feeble as Excel would bear the loss. In this case, we would prefer to work on and complete the client's projects to ensure client satisfaction and avoid any company losses.We request that this case be closed and the client take some responsibility for the project and help us help her complete the project and do it the right way, as we have helped all our other clients do so Clients Video trailer is also delievered to her as we have the trailer submitted to her as well.Customer Answer
Date: 10/02/2023
Complaint: 18336178
I am rejecting this response because:
Sincerely,
********************* *****I received a call a couple of weeks ago. I wish I wouldve recorded the conversation. I was asked to take this down and then they would complete my project that I paid for. I said, verbatim, are you holding my project hostage until I take down the truth? I said, I will not sacrifice my integrity. All I want is what I paid for. I also asked them to stop trying to up sell me. I do not want to move forward with the other 4 books because they havent finished the first one. That would be ridiculous. Throughout this process, they kept asking me to give them a good review. I refused until the project was completed. Where is my video trailer. What are the results of the marketing project? All I have is the book. Please look at their reviews. They trick people into posting a good review early and then use it against them, when they dont hold up the end of their bargain. I knew better. All I want is what I paid for and what was promised per contract. That is not asking for much. I worked with ****** press with my first book and at least they delivered what was promised. Thats all I want. Why is that so hard for them to understand? Its pure ego.
Business Response
Date: 10/04/2023
Resloution found with client after communication and Excel Book Writing Will continue to finsh her work for her and complete her projectCustomer Answer
Date: 10/11/2023
Complaint: 18336178
I am rejecting this response because: I want to have the completed project in hand. The company did promise to complete the trailer, website and give me an update on the marketing efforts and all else that is within my contract that I paid for. I want to see my return as they promised. That I would make back what I put into this project.
Sincerely,
********************* *****Initial Complaint
Date:09/15/2022
Type:Service or Repair IssuesStatus: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 bought a contracted package for book editing and marking for self publish. I was told, and reassured, by *************************, that I had a 100% money back, 100% satisfaction guarantee with this purchase, including a 100% Return on Investment for the marketing package. I ask for how they assure this, and was outlined in email what they do to make sure this happens. I was assured this company was professional (shown previous work) and lured by the guarantee that I could trust this company's outcomes. Approximately 5 months ago, the company stopped communicating. They shuffled my contact person all around. I was not receiving work toward my book. I have dozens of email begging for progress. I became worried about my project. I have begged for quality products. They won't deliver quality work. I am trapped.I got a "new" person in charge of my book and they proceeded to tell me "everything will be handled" and no changes occurred. It was clear to me at this time that I was being "handled" as their words to "let me fix it" resulted in nothing being produced. I have all this in email. I was shuffled to another "senior titled person" over and over again. Marginal work WAS produced in the last month. This work was clearly thrown together in an effort to legally cover their actions. The work was not industry standard, it was unrelated to my project, it is unusable and any ration professional adult would agree. I was harassed when asking for my refund. I was told that "they gave you a book cover" like I should be grateful for 4 months of nothing produced, and then a book cover that had was clearly a rip off of an image from ******* One that I found while searching. The company always claims original work. The last "senior titled person" that I spoke with asking for my entitled refund told me it was, "his job to look out for the company" and only offered 50% refund claiming they had done work and this is all they would give me. Contrary to the guarantee.Business Response
Date: 09/19/2023
see attachmentCustomer Answer
Date: 09/19/2023
Complaint: 18030785
I am rejecting this response because: I had to hire a lawyer to force this company to adhere to their own business policy and obligation. Under no circumstances should this company had anything but an F rating. Using legal force to get them to adhere to their contract only shows how good my lawyer is. Their work is horrific, their policy is fraudulent.
Sincerely,
*********************************
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