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:07/07/2025

  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.

  July 7, 2025 On April 21, 2025, I spoke with **** ***** at Archway Publishing and purchased Archways Press Release packet to support the release of my coffee table book "Take Two Cameras and Call Me in the Morning - Volume 1". I paid Archway Publishing $299.00 (normally $499.00 minus $200.00 credit) to develop the press release and distribute it to 500 media outlets.On 4/26/2025 @ 7:58 AM, I received the following email from the Archway Publishing ********************************* The email included an attachment titled Questionnaire - Press Release Essential.Dear E. **** ***,To begin the process of fulfillment for Press *********************************** for your book, Take Two Cameras and Call Me in the Morning Volume 1, please complete the attached questionnaire. Here is the estimated timeline for the fulfillment of our press release services: Once you return the completed questionnaire, the press release will be assigned to one of our writers. The writing process takes 3-4 weeks. A draft of the release will be sent to you for approval. There will be a space on the approval form to list any revisions that you might have. The press release is distributed approximately 1-2 weeks after we receive the approval form with your target locations. Once the distribution has been completed we will send you a list of the media outlets that it was sent to.Please contact me if you have any questions or concerns.Sincerely,Author ****************** Archway Publishing From ************************ **************************************** On 4/26/2025 at 12:04 PM, I submitted my completed Press Release Questionnaire via email to Archway Publishing Marketing Fulfillment and **** *****, my assigned Author Care Manager.Since that time, despite repeated emails to both the Archway Publishing ******************************** and **** *****, I have never received a draft version of the press release for my review.

  

  Business Response

  Date: 07/10/2025

  Dear BBB,
  
  Thank you for giving Archway Publishing the opportunity to reply to Mr. **** complaint.
  

  As Mr. *** mentioned, he purchased the Press Release Essential package in late May of this year. Once we received the questionnaire, it was endorsed to the writing team.  Due to the volume of services in our pipeline for fulfillment, the timeline was extended. We apologize that this was not clearly communicated to Mr. ***.
  

  We have since completed the press release as of this week and emailed it to Mr. ***. He can list any revisions in his response before it is launched.
  

  In closing, the press release was emailed to Mr. *** this week for is review.  We will await his approval or changes and apologize for the delay.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  I would like to thank Archway Publishing / Author Solutions for their rapid response in resolving this issue.
  

  Regards,

  ****** Gary *******

• Initial Complaint

  Date:06/08/2025

  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.

  WEstBow Press sent me an electronic Galley that varies from the manuscript submitted. It is an older version.

  

  Business Response

  Date: 06/11/2025

  Dear BBB,
  
  Thank you for giving Westbow Press the opportunity to
  respond to Mr. Lachmansingh’s complaint.
  

  The final version of the manuscript was submitted to Westbow
  Press on May 6, 2025.  In checking the
  galley proof that was emailed to Mr. Lachmansingh against this version, we did
  indeed use the correct manuscript.
  

  We have corresponded with the production team and they
  confirmed this is correct.  As a gesture
  of goodwill, we can accept a different version of the manuscript from Mr.
  Lachmansingh.  This is a one-time offer
  so his newly submitted version should be the final one. In addition, this new
  manuscript must pass through content evaluation as that is our policy.
  

  In closing, Mr. Lachmansingh has the option of submitting a
  new manuscript to his assigned representative (Janine) via email.  We will then use that to create a new proof.
  
  Sincerely,
  
  Eugene
  Hopkins
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23441927, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  Reuben Lachmansingh
  

  

  Business Response

  Date: 06/16/2025

  Dear BBB,
  
  Thank you for again giving Westbow Press the opportunity to
  respond to Mr. Lachmansingh’s complaint.
  

  After speaking to management, Mr. Lachmansignh has been
  assigned a new author care manager.  The
  new representative has since reached out to Mr. Lachmansignh and discussed
  moving forward with the project.  The
  discussion included that they will start on a clean slate with a new manuscript
  moving forward.
  

  In closing, Mr. Mr. Lachmansignh has the contact information
  for his newly assigned representative along with instructions on submitting the
  new materials.
  
  Sincerely,
  
  Eugene
  Hopkins
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:04/29/2025

  Type:Delivery 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- Wednesday, June 30, 2021 at 04:50:10 PM PDT Amount I paid- Total: $3,586.80 In my package I paid for author distribution services and a ten page website. They are now claiming there are annual fees for this. The business has offered to waive the fee for one year but that is not the way it was stated as being offered. I paid for what was included in my package, not stating there was annual fees.

  

  Business Response

  Date: 04/30/2025

  Dear BBB,
  
  Thank you for the opportunity to respond to Mr. ********** inquiry.
  
  We also responded to a similar inquiry raised by Ms. ********** attorney April 22. She also included our response in her inquiry. 
  
  Ms.********* purchased the WestBow Press Online Platform publishing package on or about June 20, 2021. I have included a copy of the description of the package listed on ******** website at the time of purchase, which confirms that the Booksellers Return Program was included in Ms. ********** package. I have also included a copy of the description of the Booksellers Return Program (linked from the Online Platform package description), which states the following:
  
  *The Booksellers Return Program is valid for one year from the date your book goes live. The Bookseller Return Program Renewal is available in one year increments thereafter. 
  
  Finally,I have included a copy of the description of the Booksellers Return Program Renewal (linked from the Booksellers Return Program description), which states that participation in the Booksellers Return Program can be renewed in one-year increments. The cost of the Booksellers Return Program was $360 at the time that Ms. ********* purchased her Online Platform package. The current cost of this service is $399.
  
  The Work went live on April 8, 2024, meaning that her Booksellers Return Program would have expired on April 8, 2025. I have approved an extension of the service for one (1) year, through April 8, 2026, at no additional cost to Ms. ****************** if Ms. ********* wishes to continue the service beyond April 8, 2026,she will need to purchase a renewal for the price listed at the time of renewal.
  
  In closing,Ms. ********* has not been charged $360 so there is nothing to refund as requested in her inquiry. Ms. ********** bookstore return program had previously been extended 1 year till April 2026.  As stated on our website at the time of purchase and currently stated in the product description there is a renewal fee. Ms. ********* will be responsible for the renewal fee in April 2026. If Ms. ********* does not renewal the bookseller return program her book will continue to be available for distribution via our retail partners but will no longer be considered returnable. 
  
  Sincerely,
  
  
  ****** *******
  Global Director Author Satisfaction

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The documentation provided is pictures of the website. That is not satisfactory evidence of what I agreed to. The annual costs were not discussed or disclosed upon purchasing my package. Westbow was dishonest through many steps of our process together and I have been very dissatisfied with their transparency and honestly. At first I gave them the benefit of the doubt, carrying the responsibility of being naive to the process but I quickly realized they would take as much as they could if I didn't stand up to them. 

  I want documentation that I will not be charged the annual fees for the services that were included in my package. 

  I also have paper copies of everything I printed out at the time I purchased my package I am happy to provide. 

  
  Regards,
  
  **** *********

  
  

  

  Business Response

  Date: 06/10/2025

  Dear BBB

  Thank you for the opportunity to respond to this inquiry.

  As previously stated to the BBB and to her legal counsel prior to this inquiry, we included a copy of the description of the package listed on ******** website at the time of purchase, which confirms that the Booksellers Return Program was included in Ms. ********** package. We also included a copy of the description of the Booksellers Return Program (linked from the Online Platform package description), which states the following:

  *The Booksellers Return Program is valid for one year from the date your book goes live. The Bookseller Return Program Renewal is available in one year increments thereafter. 
  
  Finally, we included a copy of the description of the Booksellers Return Program Renewal (linked from the Booksellers Return Program description), which states that participation in the Booksellers Return Program can be renewed in one-year increments. The cost of the Booksellers Return Program was $360 at the time that Ms. ********* purchased her Online Platform package. The current cost of this service is $399.
  
  As previously stated as part of our previous response and to her legal counsel prior to this inquiry, the book  went live on April 8, 2024, meaning that her Booksellers Return Program would have expired on April 8, 2025. I have approved an extension of the service for one (1) year, through April 8, 2026, at no additional cost to Ms. ********** However, if Ms. ********* wishes to continue the service beyond April 8, 2026, she will need to purchase a renewal for the price listed at the time of renewal.
  
  In closing, Ms. ********* has not been charged $360 so there is nothing to refund as requested in her inquiry. Ms. ********** bookstore return program had previously been extended 1 year till April 2026.  As stated on our website at the time of purchase and currently stated in the product description there is a renewal fee. Ms. ********* will be responsible for the renewal fee in April 2026. If Ms. ********* does not renewal the bookseller return program her book will continue to be available for distribution via our retail partners but will no longer be considered returnable. 

  Sincerely,
  
  
  ****** *******
  Global Director Author Satisfaction

   

• Initial Complaint

  Date:04/14/2025

  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 am worried that i am being scammed, i gave 1000, up front for a book deal and some of the numbers for the company that was given to me by the company does not exist. when i call it says this number does not accept calls, or it just hangs up on me. then someone would call and leave a voicemail asking me to call them and when i call back the number is not in service. another time i was on the cell talking to my consulted and i could hear roosters and found out she was over seas, i hope they are legit, i am disabled on a fix income and can't afford to throw money away that took me a year to save. i have been scammed before and waited for the bank to get my money back and they never did. I put my trust in this company and let my guard down. the name of the company is xlibris, but they go under author solutions, i started off just wanting to know if they were legit, then the red flags started to go up. i sent emails asking a simple yes or no answer after several times of asking my consulting partner i decided to ask the person i started with, and not a word from him yet, do not know if i am being impatient or do i just have trust issues, we live in a time when a lot of fraud is happening and i do not wish to be one of those people to be frauded.

  

  Business Response

  Date: 04/16/2025

  Dear BBB,
  

  Thank you for the opportunity to respond to Ms. ****** filing.
  

  Author Solutions is the parent company of *******. ******* employs staff in both the ** and the *********** to accommodate authors around the world.
  

  The crux of Ms. ****** filing is verifying if Xlibris is a legitimate company because her calls are going to nonexistent numbers. A call report was run for the month of April (she purchased her publishing package on April 2, 2025) for her phone number. There was only one inbound call from ******** but it was only 5 seconds long so no connection was made. We are not sure what number(s) she is dialing but it seems to be a number not affiliated with Xlibris or Author Solutions.  All other calls have been outbound by the staff.
  

  Xlibris is a legitimate publishing company, committed to working with Ms. ***** to publish her book. Her project is still moving through the process; her manuscript was sent to the content evaluation department on Tuesday, April 15th. She was also emailed the editing checklist to review and return.
  

  In closing, we are unclear what number(s) Ms. ***** is calling, as she only phoned Xlibris once in April. ******* is a legitimate company and her project is continuing through the publishing process. Because of this, we respectfully deny ********* request for a refund.
  

  Sincerely,
  
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 04/17/2025

  I talk with **** ****** which gave me a number with an extension, a matter of fact it was one for the financial department and one to him, the number did not even work, so how you know I did not call. Another xlibris number i called did not work, the # is ********************* and **** ext 7663. Shall I continue. Do not want to go back and forth and if the numbers were correct we would not of been here. You say you are dedicated to your publishers and they can always talk and ask questions, how you did say, you can go online and look at the calendar and make a appointment to set time to talk, I am not a liar. I have no proof that my book is moving forward with another payment coming, I ask ******** ******** more than three times about the lamenation of the book with no answer, Then I texted **** and explained, and no answer. I am very upset and just want my money back, I was so happy and thought finally I have a book deal or do I.

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I talk with **** ****** which gave me a number with an extension, a matter of fact it was one for the financial department and one to him, the number did not even work, so how you know I did not call. Another xlibris number i called did not work, the # is ********************* and **** ext 7663. Shall I continue. Do not want to go back and forth and if the numbers were correct we would not of been here. You say you are dedicated to your publishers and they can always talk and ask questions, how you did say, you can go online and look at the calendar and make a appointment to set time to talk, I am not a liar. I have no proof that my book is moving forward with another payment coming, I ask ******** ******** more than three times about the lamenation of the book with no answer, Then I texted **** and explained, and no answer. I am very upset and just want my money back, I was so happy and thought finally I have a book deal or do I.
  
  Regards,
  
  ***** *****

  
  

  Customer Answer

  Date: 04/18/2025

  I called and texted a number, it never say's who I have reached it just say leave a message. I will be spending almost 4500 for this project and I was told by Mr ****** that they will not edit anything and only if I want to it also will cost me. Now they are talking about editing. If I am reading or not understanding something I apologize, I do not want to invest anymore money. You have my manuscript and my money I would like to quit now unless you can show me proof it is being worked on. Mr ****** gave me this number also ************

  

  Business Response

  Date: 04/18/2025

  Dear BBB,
  Thank you for the opportunity to again respond to *** *****.

  *** ***** writes I will be spending almost 4500 for this project and I was told by Mr ****** that they will not edit anything and only if I want to it also will cost me. Now they are talking about editing. ********* ********************** package is $3434.20. She has purchased no additional services. We are unclear where $4500 came from. Copyediting is included in ********* package. Below is a link to the service inclusions on the Xlibris website: *******************************************************************************************************************************. Hopefully this will help *** ***** understand what she has purchased.
  

  She goes on to write I do not want to invest anymore money. ******** is under no obligation to purchase additional services.
  

  You have my manuscript and my money I would like to quit now unless you can show me proof it is being worked on. As stated in our previous response, *** ***** was emailed on April 15, 2025 that her manuscript had been sent to the content evaluation department. This is proof that the project is being worked on. We also previously stated that she was emailed the editing checklist to fill out and return. 
  

  *** ***** says Mr ****** gave me this number also ************. Mr. ****** is no longer associated with *** ****** account. The assigned representative to help her through the production process is ******** ********, with which *** ***** has had several interactions. She can be reached via email at ******************************
  

  In closing, *** ***** can review the above to link so that she understands what she purchased. She is under no obligation to purchase additional services. *** ****** project is still moving through the process, as we stated in our previous response. ********* is no longer associated with her account. If she has questions about the fulfillment of the package, she needs to contact *** ********.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  SrThis doesn't seem to be going anywhere, please don't twist my words and I suggest you read the complaint again. ********** Does not handle my case anymore but yet he calls me, in the earlier comments you stated that you were already working on my project, now we are about to start but you need a ok from me, why did you even stop when you refuse to refund my money? Would like to bring this to a close by moving forward and I would just have to file a law suit against you if a book is not published.
  
  Regards,
  
  ***** *****

  
  

  

  Business Response

  Date: 04/24/2025

  Dear BBB,
  

  Thank you for the opportunity to again respond to *** *****.
  

  Mr. ****** called *** ***** on April 22, 2025 because he was returning her call. She had concerns, he addressed them, and he said *** ***** understood. These same concerns were addressed by *** ******** in an email, as *** ***** had also emailed *** *********
  

  We are not about to start the project, nor do we need an ok from *** ***** to proceed with her project. The last note in her account says that *** ******** is waiting on confirmation of pages that *** ***** said were missing. Nothing was stopped. Her manuscript went through the content evaluation process and passed. Again, *** ******** is waiting to make sure all the pages that *** ***** wants to include are included so that the project can then move to the editing stage.
  

  As stated in our previous response and in an email and phone call from *** ******** to *** ****** if *** ***** has concerns about her project, she needs to contact *** ********* Via email, she was given ***Postranos direct contact information, her hours, and her direct calendar link in case she would like to schedule an appointment to talk with *** *********
  
  In closing, ********* phoned *** ***** because he was returning her call. If *** ***** has concerns about her project, she needs to contact *** ********* She has been given her contact information, work hours, and calendar link. Additionally we need confirmation on her final manuscript for design.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 04/25/2025

  All I have to say is they send the BBB a message and it is the total opposite of what happens, that makes them a liar. Now I really don't trust them, I guess I have to fight for my money in court. Thank you BBB I thought you could help me. Case closed. ***** ***** thank you again 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  To date we have heard nothing from the company. I expect my refund. **** has done none of the things he said he would do in these responses. I urge people to avoid getting into contracts with this man. 
  
  Regards,
  
  ***** *****

  
  

  

  Business Response

  Date: 04/30/2025

  Dear BBB,
  Thank you for the opportunity to again respond to *** *****.
  

  We are unclear who **** is that she references in her filing. There are no Chads assigned to her account, nor are there any Chads in the company.
  

  *** ***** writes To date we have heard nothing from the company. As stated in our previous response, *** ******** emailed *** ***** on April ******* and is waiting on confirmation of pages that *** ***** said were missing. Again,

  *** ******** is waiting to make sure all the pages that *** ***** wants to include are included so that the project can then move to the editing stage.
  

  In closing, as stated in our previous response, we are waiting on *** ***** to respond to an email from *** ******** so that her project can move forward.
  Sincerely,
  
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 04/30/2025

  First of all, when did I speak of a "****' you must be confused with another complaint, I'm tired of your lies and games so that you can keep the money. See you in court.

  Customer Answer

  Date: 04/30/2025

  Again I'm not satisfied, and do not see a end unless I take them to court, and let the judge decide. I tried to send you proof of their lies but my cell will not let me but I can mail it in, and if I do, will it make a difference.

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ***** the company continually lies about the dealings of my project. How can it come to an end if you tell me one thing and then tell BBB something else. The more we are into this, theore lies come out. I also do not know of some things they have mentioned in the rebuiltal. If I send proof will it change anything,? Again this is not going anywhere. I have been asked to leave the BBB which is a third party, but they will deny it, I was told by *** ****** that they need my ok too forward then claimed that was not so, this is a he said she said business in which I do not want to be a part of. I am the only one losing here, but I am also a fighter.
  

• Initial Complaint

  Date:03/17/2025

  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 am writing to formally address an issue regarding unpaid royalties for my book, which I self-published through your company in June 2024. I paid over $4,000 for services, and despite receiving emails from the AuthorHouse ********************* regarding Q1 and Q2 royalties indicating payments have been made, I have not received any funds.I have been banking with the same institution since the early 2000s, and my direct deposit details have been correctly provided to them. Given the circumstances, I am deeply concerned about the transparency of their payment process and the failure to remit the royalties I am rightfully owed.I request immediate resolution of this matter and prompt payment of my outstanding royalties.

  

  Business Response

  Date: 03/17/2025

  Dear BBB,
  

  Thank you for the opportunity to explain the payment of ********** royalties.
  

  Ms. ******* book was made available for purchase in June 2024, which is the end of the second quarter. Book royalties are only paid via direct deposit to a US bank account for *********************** living in *****************.
  

  Ms. ****** provided her bank account information via her author center three times, the most recent being on January 9, 2025.
  

  There were no sales reported to us for the half month of the second quarter 2024 that Ms. ******* book was available. The royalties for the third quarter of 2024 ($42.89) and the fourth quarter of 2024 ($21.58) were paid in the fourth quarter 2024 payout. Below is the payment information:
  

  EFT000000340506 3/3/25  $49.00 ($15.47 tax withholding)
  

  The payment will show as coming from Content Distributors.This was paid to a *************** account ending in 2263.
  

  Despite her filing stating I have not received any funds. in an email she sent to several staff members (and forwarded to customer support for response) on March 9, 2025, ********* wrote that she did receive the deposit (although the amount is incorrect in her email, we will assume it was a typo) I received a deposit of $46.00.  This is the ONLY deposit received She goes on to say This money has not been removed from my account confirming receipt of the deposit.
  

  Her email was asking for clarification on the difference between the Net Sales amount and the Author Earnings amount on the Sales Activity Report on her author ************************* the response email dated March 10, 2025, the customer support representative explained that the report Ms. ****** was viewing was not the quarterly reports but another report that had an author volume book order for which royalties are not paid and first quarter 2025 royalties that have not yet been paid.
  

  Given that Ms. ****** confirmed receipt of the deposit in her email a week ago, we are unclear why her filing now claims that she did not receive the deposit.
  

  ********** desired resolution is delivery and the disputed amount is $64.47. As evidenced above, that amount was paid to Ms. ****** on March 3, 2025 and she confirmed receipt in an email a week later.
  

  In closing, ********** royalties were paid and she confirmed receipt of the deposit in an email a week later.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Good Evening.

  The most recent response from Author House, (dated 03/19/25 and noted below) continues to state they have paid me twice, yet they have yet to confirm the bank account number or show me proof of where the funds were sent.

  Dear ***** ******,
  
  Good day!
  
  This is to confirm receipt of your emails.
  
  We provide all  our authors  full and clear transparency of their report through their author center account. If theres anything you are confused of, please let us know or kindly give us a call so we can clarify that with you. You may also refer to your publishing agreement Section 3: Royalties to better understand your royalty provisions.
  
  I will ask for the payment details and the last 4 digits of the bank account we made the payments to from our back office and I will get back to you.
  
  For the meantime, please check your bank statement or call you bank for deposits under Content ****************
  
  Should you have any other concerns, never hesitate to contact us by dialing our toll free number: ************ or by sending us an e-mail at our customer support mailbox:  ***********************************************************************************************************
  
  Sincerely,
  
  ****** *****
  customer support representative
  **********************
  ******************
  ***********, IN 47403
  P: ************
  ******************************************************************************

  ---------------------------------------------------------------------------------------------------------

  Prior to this response on 03/05/25, I was told that I would receive payment in the 4th quarter, well what happened to the 3rd quarter?

  Dear ***** ******,
  
  Good day!
  
  This is in regard to your royalties. Per our back office, you will be paid during the 4th quarter payout which should be in the next few days. Please check your bank statement or call you bank for deposits under Content ****************
  
  Should you have any other concerns, never hesitate to contact us by dialing our toll free number: ************ or by sending us an e-mail at our customer support mailbox:  ***********************************************************************************************************
  
  Sincerely,
  
  ****** *****
  customer support representative
  **********************
  ******************
  ***********, IN 47403
  P: ************
  ******************************************************************************
  -------------------------------------------------------------------------------------------------------------------

   

  Unless this is a case of fraud, I don't understand how Author House could take over $4,000.00 from me and refuse to pay me what amounts to royalties of less than $100.00.  I am VERY concerned for any future royalties coming from them and I do not trust them as a "so-called" business.

  Regards,
  ***** ******

  
  

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  

  Thank you for the opportunity to again explain Ms. ******* royalties.
  

  She writes The most recent response from Author House, (dated 03/19/25 and noted below) continues to state they have paid me twice
  

  The two emails she provided do not state that she has been paid twice. We can find no mention that any staff member told her that she has been paid twice, nor was it stated in our previous response. Our previous response was clear that only one payment had been issued and that it was for both the third and fourth quarters of 2024. We wrote:
  The royalties for the third quarter of 2024 ($42.89) and the fourth quarter of 2024 ($21.58) were paid in the fourth quarter 2024 payout. Below is the payment information:
  EFT000000340506  3/3/25 $49.00 ($15.47 tax withholding)
  

  She goes on to write yet they have yet to confirm the bank account number or show me proof of where the funds were sent. This was included in our previous response as well. We wrote:
  The payment will show as coming from Content Distributors. This was paid to a *************** account ending in 2263.
  

  As noted in our previous response she confirmed receiving payment in an email to **************** on March 9 that she received payment made tor to her.
  

  In closing,as we stated in our previous response, Ms. ****** has been paid for all due royalties. We provided the payment information, what quarters were included in the payment, and to what bank account the payment was made.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** ******

• Initial Complaint

  Date:03/07/2025

  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 authored a book and had it published through Westbow Press.-Have not received the royalties -Rarely anyone answers when called and when they do they I'm connected to the proper ***** and once again they are rarely available, do not return calls and my request is never resolved. Recently I paid for the reminder of my books to be shipped directly to me and months later, have not been shipped.

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  Thank you for giving Westbow Press the opportunity to respond to Ms. ******** concern.
  

  Royalties are paid on a quarterly basis approximately two months after each quarter ends as long as we have direct deposit information on file.  Ms. ******* has been issued three royalty payments and they are listed on the attachment.  Also attached is the quarterly report. These are color-coded to show the payment that matches the corresponding quarter(s).The first payment was via check and it cleared our bank on December 16, 2022 and the endorsed check is also attached to this response.
  

  The two remaining payments were via direct deposit to the bank account on file ****** account ending in 1490 with the account name as *******************). These were successful bank transfers and will show as coming from Content Distributors on her bank statement.
  

  Because Ms. ******** book is live, she no longer has an assigned representative for production. General inquiries can be sent to customer support at customerservice@************************************** are able to assist or forward the email to the appropriate department.
  

  We apologize for the delay on shipping the remaining books from the offset order.  It appears there was a discrepancy on the amount in the warehouse.  We have corrected that and the order has been submitted. The books were shipped and delivered on Tuesday, March 11 2025 To Ms. ******** address.
  
  In closing, all due royalties through the fourth quarter of 2024 have been posted to the author center and paid to Ms. ************** The remaining offset books were shipped and delivered this week.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:12/10/2024

  Type:Sales and Advertising 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.

  Summary of the Issue:1.On November 7, 2024, I signed a contract with WestBow Press for publishing services and made my first payment of $1,179.78 ($324.87 and $854.87 for two separate projects.2.Shortly after signing, I discovered that the assigned author representative was unavailable for one week. This critical information was not disclosed to me prior to or at the time of signing.3.Due to these circumstances and my concerns about their communication and service quality, I decided to withdraw from the project before any work had been initiated.4.Despite no services or work being rendered, ******* has retained 50% of my payment, citing their contract terms. I believe this retention is excessive and unreasonable given that no effort, time, or resources were expended on my project. In addition, I was forced to terminate the contract owing to the lack of transparency and deception. Desired Resolution:I am requesting a refund of the 50% retained payment, minus any reasonable administrative fees, as no services were provided (note that a fee of $75 was paid separately for administrative fees). I believe retaining half of my payment without performing any work, and given the companys deceptive practices, is unjustified and does not reflect ethical or fair business practices.Steps Taken to Resolve the Issue:1.I reached out to ******* directly to address this issue and requested a refund. However, they refused to comply and cited their contract as justification for retaining 50% of the ************* of the managers had called to warn me that they would retain $150 from my payment so I should reconsider ending the contract. I objected to that. And later I discovered that they retained 50% of the monies I paid.3.******* did not disclose the lack of availability of the assigned representative, which I believe is misleading. Even though I expressed from the start that I had a timeframe in mine to completion and it was important that I start right away.

  

  Business Response

  Date: 12/12/2024

  Dear BBB,
  
  Thank you for giving Westbow Press the opportunity to respond to Ms. ******* concern.
  

  Ms. ******* is correct in stating that she purchased two publishing packages on November 7, 2024 on a five term payment plan for each package.  The initial payment was taken on that same day ($324.87 and $854.87) that included a $75 non-refundable processing fee.
  

  Westbow Press allows 2-3 business days for contact from the assigned Author Care Manager (ACM) after the purchase of the package(s).
  

  The two projects were assigned on November 8, 2024.  Because the assigned *** was out of the office in that time period, a manager sent the welcome email on November 11,2024.  This email included submission guidelines and contact information.
  

  Ms. ******* responded with a request for a phone call the same day (Monday, November 11, 2024).  It should be noted that Westbow Press has a ***** hour turnaround time on email correspondence and emails are responded to in the order that they are received.  The manager responded on Wednesday stating that Ms. ******* could either set up a time with the assigned representative the following week or schedule a call with herself on the following day.
  

  In reviewing the notes on the account, all correspondence was within our standard ***** hour timelines. We feel that even with the *** out of the office, there was no delay on our part. 
  

  Westbow then received an email on Thursday, November ******* from Ms. ******* stating that she wanted to cancel the projects and be issued a refund.  The refund request was then sent to the sales team to review and approve.  Per the attached Services and Distribution Agreement (Section 4. Termination and Refunds), it states that prior to submission of the manuscript, a refund of the purchase price LESS $150 or 10%(whichever is greater) is applicable. In this case, it was 10% of the purchase price.  Additionally Ms. ******* also included these documents as part of her inquiry and acknowledges these as valid documents.   
  

  The purchase price of the color book package was $********.  Here is a breakdown of the calculated refund:
  10% of ******** is $389.93.
  $854.87 (payment amount) - $75 processing fee - $389.93 (10%) = $389.94 for refunded amount
  

  The purchase price of the black and white book package was $1,624.35.  Here is a breakdown of the calculated refund:
  10% of $1,624.35 is $162.43.  
  $324.87 (payment amount) - $162.43 (10%) = $162.44 for refunded amount
  

  The refunds were both processed on November 18, 2024 and credited to the **** ending in 1183.
  

  In closing, the proper amount was refunded to Ms. ************* card.  The agreement states that prior to submission of the manuscript the refund will be the purchase price less $150 or 10%, whichever is greater. The sales manager communicated this to her prior to cancelation November 14.  I also communicated this to Ms. ******* on November 22 after the refund was processed.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Thank you for following up on this matter. I regret to inform you that I am completely dissatisfied with WestBow Press's response. Their conduct has been both defiant and consistently deceptive. It is important to contextualize this situation:this is a company acting against a single individual whose only goal was to independently publish two books. For independent authors like myself, this is a significant financial undertaking. It is unconscionable for WestBow Press to refuse a refund of my $627.40 simply because they can. I cannot think of any reputable business that operates in such a manner, particularly not one dealing with individuals rather than other corporations.
  

  In my case,no services were rendered. The process meant to get me startedvia the assigned author representativenever materialized. This crucial fact was not disclosed to me at the time of signing up. I requested multiple times that another representative be assigned to expedite the process, as I was eager to move forward, but my requests were ignored. I was repeatedly assured that someone would reach out to me, but when no one did, I followed up. The response I received was dismissive, with one representative stating, No one called you?in a tone of apparent surprise.
  

  Ironically,the only time I received prompt communication from WestBow Press was within an hour of submitting my cancellation request. At that point, the sales manager called menot to resolve the issues but to threaten that if I canceled, they would withhold $150 of my payment. Later, I learned that they intended to keep $627.40 instead. This is in addition to a $75 non-refundable administrative fee they had already charged.
  

  To reiterate, I received no services, no manuscript submission, and zero support during this process. I decided to cancel earlybefore submitting my manuscriptsbecause the red flags I encountered made me concerned about risking even greater losses. The situation is deeply troubling, especially since I made this decision shortly after signing up, when no tangible work had yet commenced.
  

  WestBow Press appears to operate in a manner that entraps new authors. Their tactics downplay critical details during the sales process, leaving authors feeling coerced into staying with them despite substandard service. I have since conducted further research into their business practices and found an alarming number of negative reviews that echo my experience. I regret not doing this research beforehand.
  

  This entire ordeal has been marked by professional bullying and a blatant disregard for the rights of clients like myself. I am committed to pursuing every available option to secure a full refund of my $627.40, including seeking legal counsel if necessary. I believe it is imperative to prevent other authors from enduring the same unprofessional treatment.
  

  Thank you for your time and attention to this matter. 
  
   
  Regards,
  
  **** *******

  ((I have attached this same note in PDF)

  

  Business Response

  Date: 12/17/2024

  Dear BBB,
  
  Thank you for again giving Westbow Press the opportunity to respond to Ms. ******* concern.
  

  Our records show that there was not a delay in contacting Ms. ******* after she was assigned to a representative.  As previously stated, the manager reached out via email in the standard timeline. Ms. ******* purchased her publishing

  packages on November 7, 2024 and was sent the welcome email on November 11,2024.  This was within two business days.  The manager also responded to further emails within the 48 hour turnaround time for email correspondence. 

  This is the same timeline if the assigned representative would have been in the office.  
  

  Because Ms. ******* requested a call before sending in materials, she was given a few options by the manager.  She could schedule a call with the assigned representative when he returned the following week or set up a time the following day (November 14, 2024) with the manager.  In her next email, Ms. ******* asked for a new representative that could contact her the following day.  Before this email could be responded to, she emailed and requested to cancel the projects.
  

  Ms. ******* is correct in stating that a sales manager did call her as that is part of her job.  She explained the process of cancelation and the refund policy set forth in the Services and Distribution Agreement. As mentioned by Ms. ******** this conversation included the withholding amounts in regards to cancelling.
  

  In an effort to bring closure, we are updating the refund amount to be $150 per publishing package instead of 10% of the price.  The refunded amounts are $252.47 in total (one in the amount of $239.94 and one in the amount of $12.53).  These will be refunded to Ms. ******* credit card within five business days. Below is the calculation on the refund amounts:
  Original refund amount with 10% holdback as noted in the services agreement: $389.94 but now refunding based on $150 so the difference that is owed is $239.94
  Original refund amount with 10% holdback as noted in the services agreement: $162.53 but now refunding $150 so the difference that is owed is $12.53
  

  Yes, there is a non-refundable processing fee of $75 for payment plans.  This is outlined in the Installment Payment Plan Agreement provided and signed by Ms. ********
  

  In closing, the refund policy is stated in the Services and Distribution Agreement that Ms. ******* submitted and acknowledged. In order to bring closure to this complaint, we are withholding the lesser of the two amounts. The refund of the difference will be credited back to her account within five business days.
  

  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Dear BBB:
  

  I am writing in response to the recent email you shared from Westbow Press regarding my complaint. While I appreciate BBBs efforts in mediating this matter, I must express that I am not satisfied with Westbow's unfair attempt at a resolution.
  

  Westbow Press has offered a partial refund of $239.94.However, I am requesting a full refund of $627.40. This is not one of those situations where I can accept the easy way out. My decision to cancel the contract was based entirely on *******'s inaction, lack of transparency, and the deceptive practices I uncovered before materially engaging with them.
  

  It is incomprehensible how any business can operate as ******* has demonstrated. This is not merely about recovering my funds; it is about ensuring that ******* is held accountable for practices that could harm other new authors. Accepting a partial refund would compromise my principles and leave their actions unchallenged, allowing the same issues to persist for others.
  

  While I would appreciate a speedy resolution to this matter,I am fully prepared to escalate it further if necessary. I urge Westbow to refund the full amount of $627.40 and resolve this matter fairly, demonstrating that they are a company of integrity.
  

  Thank you for your continued assistance in mediating this process.
  
  Regards,
  
  **** *******

  
  

• Initial Complaint

  Date:11/11/2024

  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.

  iuniverse is a publishing company that I used to publish my book. They have an extremely aggressive marketing department. I paid for editing, producing my cover (They did not design the cover.) They asked for extra money for reviews and I approved that ($5,498.00). I didn't approve money for the audiobook.When I checked my AMX account, they had charged over $3,741.67. The reviews were not on my book flaps. I have asked them for my refund and now they won't return my email or phone calls. They are taking advantage of me because I am a senior citizen. PLEASE help me get my refund they are scam artist and I don't want anyone else to go through this.

  

  Business Response

  Date: 11/13/2024

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with ******************* services.
  

  They asked for extra money for reviews and I approved that ($5,498.00).
  The reviews that Ms. **** purchased were the Review Duo for the discounted price of $1249.50 and the Kirkus Basic for the discounted price of $1499.50. She opted to pay for these using a payment plan, which added a non-refundable $75 payment plan fee, making the total for the reviews $2824. This is much lower than the $5498 that she writes in her filing. Ms. **** has no services that total $5498 so we are unclear where that amount came from.
  

  I didn't approve money for the audiobook.
  Ms. **** purchased the Professional Audiobook package for the discounted price of $1200 and the audiobook conversion-additional words for $4300. She opted to pay for these using a payment plan, which added a non-refundable $75 payment plan fee, making the total $5575. She purchased these through the self-service portal on June 4th at 6:31 p.m. She would have had to provide her credit card information at that time for the transaction to be completed. Because of this we are unclear how she claims she did not approve the audiobook purchase.
  

  Also, on July 10, 2024, Ms. **** agreed to keep the audiobook service by responding to an email from her marketing representative:
  From: ******* ****
  Sent: Wednesday, July 10, 2024 1:14 PM
  To: ****** ****** <********************************************************************>
  Cc: francesleon
  Subject: Re: APPROVAL
  
  Yes, I approve.
  
  On Wed, Jul 10, 2024 at 10:10?AM ****** ****** <********************************************************************> wrote:
  Hi *******,
  Please respond I Approve. This is for us to proceed and expedite the fulfillment for the following services below.
  ***************************** Remaining Balance- $1,833.33
  Bookstore Returnable Program Remaining Balance- $324.66
  

  Again, we are unclear how Ms. **** did not approve the audiobook purchase.
  

  When I checked my AMX account, they had charged over $3,741.67.
  This amount is the first and second installments of the audiobook service (including the non-refundable payment plan fee). Again, Ms. **** purchased these through the self-service portal and would have had to provide her credit card information for the transaction to be completed. She defaulted on the payment plan and the third installment of $1833.33 due on August 4, 2024 declined.
  

  The reviews were not on my book flaps.
  This is correct. The book has to be complete for the reviewers to read and review it. If the reviews are good and an author wants to include them on the book flaps, they can be added later (with additional fees). Ms. ***** book was completed on June 14, 2024. The reviews were not initiated because ******* did not return the approval forms for the reviews to commence.
  

  Ms. ***** desired resolution is a refund. The two review services were refunded on November 13, 2024 since Ms. **** had not returned the approval forms to begin the service. The amount totaling $2749 was refunded to the **** card used to make the purchase. She should see that amount back on the card within 3-5 business days.
  

  The audiobook services were refunded on November 12, 2024 since they were not fulfilled because of the defaulted payment plan. The amount of $3666.67 was refunded back to the **** card used to make the purchase. She should see this back on the card within 3-5 business days.
  

  In closing, Ms. **** agreed to the review services, albeit for much less than what she claims in her filing. She purchased the audiobook services through the self-service portal and would have had to provide her credit card information to complete the transaction. Neither of the services were fulfilled-she did not return the approvals for the reviews and she defaulted on her payment plan for the audiobook. Therefore, we have refunded those services to the credit card used to make the purchase. The funds will reflect within 3-5 business days.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

• Initial Complaint

  Date:11/06/2024

  Type:Product 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 bought into this company; they did not do as they were contractually obligated to do. They even got more money out of me to do a ****** campaign which has resulted in my information being leaked to scammers in other countries.

  

  Business Response

  Date: 11/12/2024

  Dear BBB,
  
  Thank you for giving ******* the opportunity to respond to Ms.Whites concern.
  

  Ms. ***** purchased the Black and White Custom publishing package on October 15, 2019 on a three term payment plan.  We created electronic proofs for review based on her instruction and designer expertise. Once the proofs were signed off on by Ms. ****** the files were sent to the printer. Per the signed Services and Distribution Agreement, a refund is not applicable after final approval of work has been received.  We received the sign offs on October 23,2019.  The electronic files were then sent to the printer and the book was available for purchase.   
  

  Ms. ***** purchased the ****** Display Network along with post publication corrections on March 18, 2022. We completed the corrections and the book files went back to the printer on November 7, 2023.  
  

  Due to the volume of services in our pipeline for fulfillment, the ****** Display Ad has not ran. We apologize for any inconvenience and will be refunding this service in full.  A check will be mailed to the address on the account within 7-10 business days once we receive address verification.
  

  We have done everything we can to protect author data. These folks calling are not connected to Xlibris and we have not sold author details nor do we have 3rd parties calling on our behalf. There are a lot of scammers out there and a variety of bad actors who have a variety of tools at their disposal to mine data in less than honorable manners.
  

  In closing, Ms. ***** is not eligible for a refund of the publishing package as it has been fulfilled. We have cancelled the ****** Display Network service and a refund in the form of a check. I have tried calling Ms. ***** several times to verify her mailing address. Once Ms. ***** verifies her address, a check will be mailed in 7-10 business days.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this response/resolution is satisfactory to me. 
  I have visited Xlibris website and have made sure they have my current mailing address. To confirm:

  ToiSwan White

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

  Montgomery, AL 36108
  
  

  Regards,

  Toiswan White

• Initial Complaint

  Date:09/19/2024

  Type:Product 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 contracted with Archway Publishing (aka Author Solutions of ***********, **), subsidiary of **********************, to publish my Novel "American Sparrow", pen name ***** ********.I sent the manuscript into them to be formatted and have them create a Cover.What I go back was a mess, half-baked work, which was then left up to me to fix.This is FRAUD.Given who these people are, I expect professionalism and accurate work, which all other Publishers seem to be able to do.They took my money and now want to insult **** want an apology from Corporate and I want a new coordinator to work with.I called their phone number and complained to someone by the name of **** who gave me the email address of the individual I am working with.I am sending the manager and the coordinator the emails containing the Cover and Content Modification forms I attempted to fill out, but couldn't because the files were not complete.The Novel was supposed to be edited and the Cover created properly.They did neither.I am considering publishing with another firm and getting my money back if we cannot resolve this situation.

  

  Business Response

  Date: 09/24/2024

  Dear BBB,
  
  Thank you for giving Archway Publishing the opportunity to respond to Mr. ******** concern.
  
  Mr. ******* purchased the Pathfinder publishing package on July 31, 2024 on a three term payment plan. The package inclusions can be found on the website here: *************************************************************************************************************************************************************************
  
  It should be noted that none of the packages include editing of the manuscript.  This is an extra service that can be purchased separately. Editing is a time consuming service as an editor does read the manuscript so this would increase the publishing timeline.  We apologize if there was any confusion on this.
  

  The cover and interior files were created electronically within the timelines given.  The interior note said designers choice.  The interior fonts and overall design match the cover which is an industry standard.  The cover instructions were sent to the designer as the premise for the cover idea.  Because we work with stock imagery, sometimes every single component cannot be added. However, after looking at the cover, we see no issues with what was designed based on the idea that was provided.Changes can be noted on the modifications forms. If a more detailed cover is something that is needed, we do offer custom cover illustrations.  This isnt included in the package and would incur an extra fee in addition to an increased timeline for the full publishing process; though, it is an option.
  
  In checking over the account notes, we see no issues with the currently assigned representative. He has responded to all emails in a timely fashion, provided correct information and forms, and explained everything to the fullest. If the modification forms are not working in the electronic version, we would be happy to mail paper versions to Mr. *********** other representative will provide the same accurate information as the current one.
  
  In closing, Mr. ******* can send all corrections to his assigned representative and we would be happy to make the changes.  Editing can be purchased as an extra service fee. We have done a call audit and at no point was Mr. ******* misled on the services or promised editing.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  1. I see nothing but NEGATIVE REVIEWS from other Authors.

  2. This is nothing but an old school scam to bait and switch tge Author into spending more and more money.

  3. Sending back a half- backed set of files (cover, content) is an outrage and insulting.

  4. I was sent several emails that insist the problems will be deslt with.

  5. When I complain to nose in the air ****************************, the ******************, they insist the subsidiary imprint does not exist. Lie after lie, after inconsistencies.

  6. I WAS TOLD BY THE SALES PERSON ALL EDITING WOULD BE DONE WITH THE SALE...PERIOD!

  7. Therefore, THEY ARE COMMITING FRAUD AND TRYING TO GET AWAY WITH IT.

  8. IF THE NOVEL TASKS AS ADVERTISED ARE NOT COMPLETED, THEN THE *** WILL BE NOTIFIED AS TO THESE DIRTY, UNDERHANDED SALES PROMISING TECHNIQUES BEING FOISTED ON THE GENERAL PUBLIC.

   

   

  
  Regards,
  
  ****** *******

  
  

  

  Business Response

  Date: 10/02/2024

  Dear BBB,
  
  Thank you for again giving Archway Publishing the opportunity to respond to Mr. ******** concern.
  

  All services have been completed as outlined on the Archway Publishing website.  The call audit indicated no promises of editing being included in the package that was purchased by Mr. ******** The interior and cover were designed based on industry standards using the materials that Mr. ******* provided.
  

  Archway Publishing is the partner brand developed between **************************** and Author Solutions.
  

  Since our last correspondence, Mr. ******* has filed a chargeback with his credit card company and cancelled his project.
  
  In closing, Archway has completed services within the package inclusions listed on the website.  We stand by our previous response.  
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I resolved the complaint by blocking them from any more draws from my credit card.

  Apparently, I could not trust them as a Publisher.

  They didn't even have any respect for me, to at least send an email regarding their stance.

  If they want to publish this novel, AND will publish it for the price they claimed over phone, AND do it professionally, not slipshod as was done ( you have the proof, literally), I would be willing to continue.

  If no communication VIA EMAIL occurs within the week, I will assume we are done.

  They should be, but obviously are not, embarrassed to destroy our relationship.

  This is a disgrace to the publishing industry.

  Regards,
  
  ****** *******

  
  

  

  Business Response

  Date: 10/07/2024

  Dear BBB
  

  All services have been completed as outlined on the Archway Publishing website.  The call audit indicated no promises of editing being included in the package that was purchased by Mr. ******** The interior and cover were designed based on industry standards using the materials that Mr.Pamelia provided. He has also since filed chargebacks through his credit card that we have elected to not contest.
  

  We wish Mr. ******* well with his future publishing endeavors and respect his request for cancelation.
  

  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  Customer Answer

  Date: 10/07/2024

  These people are so shady, they include a customer satisfaction link THAT DOESN'T EVEN WORK?????

  Disgusting!

   

  our customer satisfaction survey.