Business Profile

Book Publishers

Author Solutions, LLC

BBB Accredited Business A+Rated by BBB

Complaints

Customer Complaints Summary

92 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:08/08/2024
Type:Billing 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 didnt know that the BBB was an option until recently.I had a book published by Xlibris in May of 2005. I havent received royalties in about a decade. They continue to give me the run around. I have some of the communications via email.Please note that once they agree to pay me what they owe me, I will update my address with them.Any assistance that you can provide would be much appreciated.
Business Response
Date: 08/09/2024
Dear BBB,
Thank you for the opportunity to explain ******************** royalties.
****************** has not received royalties in almost a decade because she has not had any sales reported to us since 2016.
We are unclear what ****************** is referring to when she says They continue to give me the run around. The last email that we received from her regarding royalties was in October of 2023. She wrote:
Im the author of sunburst . Please advise me as to how my book sales are going,how I can track my own sales, and what the status is of my royalties. I havent received payment from you in quite some time. Also, please note that I have a new email address, snail mail address, and phone number. Please email me at my new email address, and update the information in your system. The new email address is ************************* Thank you.
The response she received stated:
*****,

I have updated the email address on your account. If you could please reply to this email with your new mailing address, I can update that on your account.

You will need to register for the author center on the Xlibris website with your new email address. Once you are registered and logged in, you will need to go to the sales and royalties section. There will be a link that says view your royalty reports. The next page will have a drop down menu of all royalty earning quarters. The last reported royalties were in 2016.

We are no longer issuing check payments for royalties. You can sign up for direct deposit through the author center as well. You will need to go to the account information section and click on the link that says update electronic payment information. That will walk you through setting that up.
She responded with:
Ok, and thank you.
We are not sure how this email chain is giving ****************** the runaround. It is clear and concise. She has not had sales since 2016. We asked for her correct postal address but did not receive it. She was told how to view her sales reports and to provide bank information to be paid any future royalties; she has yet to do so.
All due royalties have been paid and the checks have cleared the bank. It should be noted that we have a six year statute of limitations for payment reissuing.Even if these checks had not cleared our bank, we would not reissue them, as they are well outside the six year statute. Again, there have been no sales since 2016.
In closing, as ****************** was told in October 2023, and as she can see on her author center, she has not had any sales since 2016. The royalties prior to that have been paid and the checks have cleared the bank.The email that she received in October 2023 was clear on how to view her sales and her next steps, with providing her correct postal address and providing bank information, neither of which she has done.
Sincerely,
***************************
Global Director Author Satisfaction
Initial Complaint
Date:07/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2009 I submitted original 550 page manuscript for consideration for publishing. I had contacted by them, they wanted my book n took 1500 of my $. Then chopped my book in half saying I need to turn it into 2 books . After they edited it, there was hundreds of typos and some of the book made no sense as they messed up the story flow. Since 2010 I asked for help to fix my book and they refused to unless I paid 1800 more. They said once I pay 1800 they'd reconsider fixing my book. I gave up and last year I contacted them again to get my manuscript back and it took numerous departments and months later, and they LOST MY MANUSCRIPT. They said the only manuscript they had was the one they edited, which was emailed to me this year. I asked for a refund and for damages because they lost my original manuscript and they emailed me telling me I'm not eligible for a refund and ignored compensating me for the loss along with a release of my book as I told them I'm cancelling my book with them and wanted a release from them. Also, I asked for my signed contract because the one I paid for coveted me getting rapid service, the 1st copy, 100 books, editing, illustration, publication on all platforms, tv script as tv is what they sold me , as they said my book was perfect for tv. As it is, the scammed me, wanted to have my book into 2 so they'd made more money. As far as my contract, they lost that too. So I'd appreciate your help to get my full refund of 1500 along with damages of them losing my full manuscript and a full release, as I can't finish my book
Business Response
Date: 08/07/2024
Dear BBB,

Thank you for giving AuthorHouse the opportunity to respond to Ms. ******** complaint.
The response will be broken down into three main points.
Manuscript was cut in half and is lost.
Our records indicate that ****************** submitted a manuscript in early 2009. Unfortunately, we do not keep hard copy materials or any storage media after the files are uploaded into our system. We have attached the oldest copy of a typed (electronic) manuscript in ********* Word to this response. There are newer versions in addition to this one. The last version received in early June of 2009 was sent to the editing team. If ****************** needs a copy of that version or the final edited version, she can reach out to customer service at *******************************************************
Ms. ******** original purchase included editing. After the editing team received the manuscript, the initial estimated word count increased. This incurred an extra service fee that was set up on a payment plan. This has not been paid by ****************** as of August 7, 2024 and the balance due is $1,887.96.This will need to be paid in full in order to move forward to the design phase.
****************** mentioned that her original copys page count was cut in half. She also mentioned that it was double spaced. In addition, the manuscript also had multiple hard returns and tabs within it. These would all bulk up the page count of the manuscript. We requested that ****************** remove the hard returns and tabs before moving forward to editing. In checking the manuscript that was submitted to editing, it was 86 pages. This version was not double spaced but appears to be complete. It has all chapters and at the end of the document, it states the end.
Editing caused typos within the manuscript.
While we do have a small margin of error for editing, we see no blatant mistakes on the part of the editing team. The editing service that ****************** purchased included two rounds of edits and a quality review. However, ****************** is welcome to submit any editorial mistakes during the design phase. These would be changed at no charge.
The contract is lost.
The signed contract in addition to the terms and conditions are attached to this response in a PDF format. We apologize that customer service was not able to provide them in a format that ****************** could open.
In closing, AuthorHouse is not able to process a refund because the services have been completed. ****************** does have the option of continuing the publishing process after paying the outstanding balance of $1,887.96.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
Date:07/18/2024
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.
My complaint against HarperCollins ********* is one of negligence. They are the parent of Westbow Press and I wanted to tell them of my bad experience in dealing with Westbow Press The attitude of HarperCollins ********* was one of apathy, saying stuff like they are a separate division. Excuse me! The general is in command of ALL of his officers. If you own a company, even if it is ran as a division, it still reflects on you. I will not purchase, nor recommend any type of product from this company. They have already gotten too much money of my money!
Business Response
Date: 07/19/2024
Dear BBB,
Thank you for the opportunity to respond to Mr. ********** filing.
Mr. ********** filing is vague and does not provide any specific instances of negligence that can be researched. That said, I spoke with ********************* last week on July 11th and discussed his issues. He mentioned communication issues but do not elaborate on those so no further investigating was done. He also mentioned that he wanted control over the author website so that he could make his own changes. This had already been discussed with him in late May and early June. When asked if the website domain was his property, his assigned ********* Services Representative wrote:
Technically, the domain name is not yours since we were the ones registering it for you. However, you can always request the website release and we will transfer the domain name and the website files to you (but you need to have your own hosting space to have the website live).

We are currently taking care of the website because its hosted in our servers and we are responsible for its contents.

If you want to have someone to control your website you only need to send the attached release forms (website files and domain name) and we will send you all the files and credentials so you can have the website up and running on your own. I would like to remind you that this will require your own hosting space.

********************** responded that he needed to make changes to the website and not incur any additional fees. The assigned representative responded:
Yes, our designers can make the modifications. Please let me know what you want to add or change on the website and our team will take care of it.

After our conversation on July 11, 2024, I sent him a follow up email on July 16,2024 and stated that we could make changes to his website. He responded on July 18, 2024, after this filing, stating that he would send changes for the website in a month or so.
Mr.********** desired settlement is contact by the business. As stated previously, I spoke with him last week on July 11, 2024.
In closing, Mr. ********** filing does not go into detail about the negligenceof Westbow Press. We are aware that he wanted control of his author website.That has been explained to him and he has been asked to provide the changes he wants made. He emailed me on July 18, 2024, stating that he would send changes in a month or so.
Sincerely,

***************************
Global Director Author Satisfaction
Initial Complaint
Date:07/09/2024
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.
My husband and I have spent thousands of dollars on a package to get my book published. We were told in our contract that I would do am interview with *******************. That the interview would take place 2 weeks after payment went through. The interview was supposed to reach ******** Spotify, iheartradio and more. It's been 2 months and nothing has happened. My paperwork also stated that my marketing would go world wide. They are now stating only 5 cities. I have emailed and called several times and I have not received any phone calls. I get emails stating they will get back to me. I have done everything on my side. They are not holding to the contract. ********, I'd like the money back for interview and marketing. I will reach out to a lawyer. 36
Business Response
Date: 07/11/2024
Dear BBB,

Thank you for giving Xlibris the opportunity to respond to Ms. ********* complaint.
******************** purchased the Video ***************** in March of 2024. Fulfillment of this service starts after the book goes live. *** book was submitted to the printer on May 7th, 2024. ******************** completed the required questionnaire and all necessary information was sent to the vendor in June of 2024. We reached out to the vendor that fulfils this service on July 9th, 2024 for a status update.
*** Press Release Essential - 100 was purchased along with the publishing package. **** services also does not launch until the book is complete. Xlibris requested that ******************** complete the initial questionnaire in order for us to compose the press release. We emailed the draft of the press release and ******************** approved it in late June. We asked which five cities she wanted the press release distributed. She responded with her selections and questioned about it being world-wide. *** standard process for this service is to have a select five cities for distribution. ***se cities can be located anywhere in the world.
***se issues were discussed via phone call between ******************* and the ********* Services Supervisor on July 9, 2024. He informed her that he was currently checking with the vendor in regards to the video service and would contact her as soon as he heard back. Because of the confusion on the Press ************************** he offered ******************** extra distribution of the press release. He emailed her on July 9th, 2024 and requested her extra preferred locations for distribution. As of July 10, he has not received a response.
Xlibris received a response from the vendor that fulfils the video service on July 11th, 2024. Unfortunately, there was an issue on their end that they have since resolved. *** representative will reach out to ******************** directly this week in regards in addition to ****************** communicating to schedule the Video Book Talk.

In closing, Xlibris has offered ******************** extra distribution of the press release due to the confusion on the service and what it covers. She can respond to the supervisors email from July 9th,2024. *** Video Book Talk vendor will be contacting ******************** directly to schedule this service.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer Answer
Date: 07/11/2024
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 appeal.
As noted in photos that I have submitted, I filled out all questions back in March in regards to the interview. **** and *** both told me in an email that they received the questions in March. I spoke to ***** 2 days ago that he was going to call me back the next day. He never did. He sent me this email that I have just submitted. I paid for a service that was not rendered. I keep getting excuses from this company. I have been lied to several times by several people. You did not hold to your contract or to your word. Therefore I'd like my refund on services not rendered when they were supposed to be. ***** can't even call me back when he is supposed to. The marketing is supposed to go world wide. This is what I've been told by *** and in the contract. Now I'm being told it's in 5 cities. I am not ok with they way this business handles everything. I have spoke to a lawyer. This company is at fault of breech of contract.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Business Response
Date: 07/16/2024
Dear BBB,

Thank you for again giving Xlibris the opportunity to respond to Ms. ********* complaint.
While we understand that ******************** completed questionnaires earlier in the process, marketing does not launch until the book is live in the system. Services are fulfilled in a queue system. ***y are launched as we receive them. *** press release was launched after we received approval of the draft. We would not want to market a book that is not available for purchase.
******************** is correct in saying that the supervisor (*****) did agree to keep her updated. He sent emails on both July 10th and 11th in regards to the press release and video talk. An email was better suited as communication at this point due to it being escalated up to a supervisor. This allows all correspondence to be carefully noted in the account. We apologize if there was confusion on which way ***** would reach out. If ******************** would like to set up a phone call with *****, it would be best to email him directly to set that up.
*** press release can be distributed to locations that are world-wide. We do not have a contract that states that a press release or marketing is world-wide. *** Services and Distribution Agreement (attached) mentions online distribution world-wide so there may be some confusion on that. This is outlined in Section 1. Rights and Licenses. This means that the book is offered and available to purchase through many retailers online. This does not pertain to marketing.
Xlibris has offered a preferred new set of locations to relaunch the press release. That was agreed upon during a phone call between ******************** and *****. At this time, we are waiting on the new locations from ********************. Once those are received, we will relaunch the press release. This is being done as a gesture of goodwill due to any confusion regarding the dispersion of the press release.
*** book video vendor spoke to ******************* via phone on July 11th explaining the next steps.Everything is set up to move forward with the book video service. Again, they apologize for any delay on their end.
In closing, ***** has taken over the marketing fulfilment in order to make sure everything is completed without difficulty. He has communicated with ******************** via email by requesting extra areas of distribution and keeping her updated on the video talk.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
Date:06/10/2024
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.
Issue 1: Publicity Package purchased on April 17, 2024 On April 17, 2024, I had purchased a publicity campaign package on April 17, 2024 from Archway Publishing/Author Solutions. The package was $3,000.I received the questionnaire and returned immediately. However they kept stating it was not received, even though I was responding to their emails. On May 14, 2024 I sent an email to the rep expressing my disappointment that they had not responded to my voice messages or emails in a timely manner. Publicist, contacted me later that week and we setup an initial phone call on May 20, 2024. I followed up with them on June 4, 2024 as I had not received any communications from him since our initial call on May 20, 2024. On Friday, June 7, 2024, complained to customer service around noon central time, Three hours later they stated that the Press Release was written and passed around the office and I would receive sometime on June 10, 2024. The Press Release was received at 11:28am on June 10, 2024. Press Release was duplicate to one that had been written previously.Issue 2: Sales and Royalty Reports for Q1 of 2024 I reached out to Author Solutions regarding Sales and Royalty Reports for the first quarter of 2024 in Mid-May. They responded reports be ready the last week of May the First week of June. Followed up with her on June 7, 2024 no reports or royalties provided or paid.Contacted customer service on Friday, June 7, ************ CTR time, I let her know I have invoices from purchasers from the Archway Author Center, Amazon and ****** books dated between January 10, 2024 and March 31, 2024 and asked if she could either look the info up by those receipt/invoice numbers or escalate the issue. I asked her to escalate the issue and then she told me to wait to see if they showed up on 2nd QTR reporting. * no one from the company has attempted to resolve the issue.
Customer Answer
Date: 06/11/2024
Good Afternoon -

The *** of Simon ***** ********, provided me with the name ***** contact info of the *** and President of Author Solutions. ***********************. I forwarded my complaint to him via email and he responded, thanking me for reaching out and asked that I let him investigate. That either he or someone from his team would get back to me. He did not provide a timeframe.

Kindest Regards,
SE
Business Response
Date: 06/14/2024
Dear BBB,

Thank you for giving Archway Publishing the opportunity to respond to Ms. *********** complaint.
Included in the initial publishing package was the Press Release Essential 100. This is a press release that is composed in-house by a member of our team. It is sent to a minimum of 100 media outlets chosen based on location, book genre, etc. This press release was distributed in February of 2024.
In April of 2024 ************************ purchased the ************** Release Plus (****) offered through Archway Publishing. This service is fulfilled through Lavidge which is an outside marketing firm. This publicity campaign is different from the previous press release as the outreach is different. This multi-step service includes a conference call to discuss the completed questionnaire. Once the press release is approved, it is distributed to as many as ****** media outlets and more than ******* news subscribers. The press release is also distributed to a custom list of 500 media contacts including magazines,newspapers, online publications, and broadcast programs based on the location and target audiences. In addition, there are six weeks of coverage with a follow up from the publicist after week one and at the end of the six weeks. This includes details of the media coverage and analytics.
Similar writing for the press releases would be a good thing; it means that the message of the book is clear. ******* had no knowledge of the previous press release nor did they have access to view what the in-house writer composed.
The initial questionnaire for the **** was sent to *********************** to complete and return. After several emails back and forth, it was apparent that the questionnaire was not coming through as an attachment to the email. This was noticed by ************************ as she received an alert that her email was blocked. At that time, the questionnaire was received through a different email address provided by ***********************. The questionnaire was then sent to Lavidge to set up the phone call to discuss the questionnaire.
Our records indicate that all emails were responded to in a timely fashion. Any emails received during a weekend were responded to early the following week. Phone appointments were offered as an alternative to answering real time phone calls as the representative explained she had other calls to attend to. The scheduled call and writing of the press release were completed within the timelines that were allotted for this service. We allow three weeks to create the press release after the phone consultation is complete.
There is currently a hold on the account due to the chargeback filed by Ms. *********** credit card company. Any outstanding services are on hold until the funds are returned or the chargeback is ruled in our favor.

We apologize for the confusion on the royalties. *********************** accidently created a duplicate author center on the Archway website and customer service did not realize this. We have marked the duplicate as such so she will need to re-register with her email address on the website ***************************************** . Once she registers, she will be able to view her royalty reports under the sales and royalties section. There will be a link that says view your royalty reports and the next page will have a drop down of all royalty earning quarters. There were reported royalties for Q1 2024 and I have attached the report to this email. She was issued a payment dated May 30, 2024 in the amount of $96.89. This will show as coming from Content Distributors on her bank statement. The balance due in the amount of $30.95 will be paid via direct deposit the week of June 17th as there was an issue with the reports transferring over. In the future, any royalty related questions can be directed to *************************************
Royalties are reported and paid quarterly approximately two months after each quarter ends and the schedule is listed below:
1st quarter (January thru March) is reported and paid late May/early June
2nd quarter (April thru ***** is reported and paid late August/early September
3rd quarter (July thru September) is reported and paid late November/early December
4th quarter (October thru December) is reported and paid late February/early March

In closing, the **** service and the included press release service vary drastically. While the press releases may be similar, the outreach is different as explained above. ************************ did have reported royalties for the first quarter of 2024. Again, we apologize for the confusion regarding the reporting of the royalties.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer Answer
Date: 06/19/2024
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.
The company has not contacted me to resolve this dispute on either faction. In speaking with other Authors who are published with Archway, they have had similar situations of disappointment on products and follow through on receiving services. In my situation over 10 emails were exchanged between ********************** and myself from the point of purchase. Only 1 time did I receive a bounce back from her email. However she did respond to every email that had included the questionnaire, whether it was attached or in the body of the email. Similar situations by other authors have occurred.
Regarding having to reset my author account. ********************** without my knowledge disabled my author account. Not until I went in to check the account, did I realize I had to go in and reregister my account under ****************************. As of today there are still no reports or explanations provided, nor royalties. On Thursday, June 13, 2024 @ 9:49 Am,. I emailed Archway with a sales to include dates, quantity and PO numbers, etc. to assist with locating sales.
Purchased from Date Purchased quantity Order number customer PO SKU
Archway 1/25/2024 1 OR-91035703 9781665754484
Archway 1/26/2024 1 OR-91035893 9781665754484
Archway 1/29/2024 1 SHP - ****** 9781665754484
Amazon Kindle 3/31/2024 1
Archway 1/30/2024 5 OR-91036863 9781665754484
Amazon 1/27/2024 1 111-1528429-6919429
Again, the above is just a sampling of sales that I captured, I do have additional sales during the 1st Qtr and 2nd Qtr that I have tracked. How is it that I can respond here with a level of detail and provide recaps of emails as attachments, yet ****************** has not even attempted to contact me nor has anyone else from the organization to resolve this.

Regards,

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

Customer Answer
Date: 06/19/2024
Further in reviewing the report that is viewable as an attachment on the Better Business Bureau there are sales missing from this report based on the information presented.
Amazon 3/26/2024 6 - books purchased - 113-5076116-5084238 9781665754484
Amazon 2/6/2024 2 books purchased - 112-5112900-9765848 9781665754507 HC
So I am not confident that their reporting is accurate at this point.
Business Response
Date: 06/26/2024
Dear BBB,

Thank you for again giving Archway Publishing the opportunity to respond to Ms. *********** complaint.
As per our phone conversation on June 24, 2024 we have spoken about the royalties. There is a delay in the reporting which leads to a delay on the order date and when we post the reports to the author center. I have provided her with the reported royalties we currently have in regards to her book purchases.
We have found a third duplicate author center account that is tied to Ms. *********** email address. This has also been marked as a duplicate. We have notified our IT department in regards the issue of registering for the author center.
This is a work in progress and ************************ has my email and phone information in the case she needs to reach me directly on this issue.
In closing, I feel that this issue has been resolved by speaking to ************************ on the phone. She has my contact information in inquire on any updates on the author center issue.
Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
Date:06/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Some readers complained that they could not find the book in the bookstores. On May 19, 2024, I went to a ****** and ***** store to verify if my book was there, but it was not. When I contacted the company, I was told that the book was put on hold by a critic who requested to take out page fifteen, which contained his name. The authorhouse company stopped delivering the book to the stores without my concern and a court order. That's illegal to do so. Otherwise, I look forward to distributing my book to bookstores according to my contract. Further, The loyalty benefits are kept. Moreover, I request some financial support due to the lack of books in the bookstores.
Business Response
Date: 06/06/2024
Dear BBB,

Thank you for giving AuthorHouse the opportunity to respond to Mr. ******** complaint.
In December of 2022, AuthorHouse received a letter from an attorney stating that false statements were made regarding his client. These statements were published in a book authored by ******************. At that time,we reached out to ****************** in regards to these accusations. We received no response from him. The same letter was also addressed to ******************
As of June of 2023, we still had not heard from ****************** regarding this matter. At that time, we removed the book from print until the issue was resolved.
****************** will need to make the corrections in accordance with the letter submitted by the attorney. For reference, the letter is attached to this response. We will then review the files to ensure the accusations have been removed before submitting the files back to the printer.
All due royalties have been paid to ******************. He was issued two payments via direct deposit and they will show as coming from Content Distributors on his bank statement.The first one was dated March 2, 2023 and in the amount of $28.19. The second payment was dated May 30, 2023 and was in the amount of $1.26.
It should be noted that AuthorHouse offers online distribution. Distribution to brick and mortar stores is up to the author.
In closing, the book will be placed back on the market after the changes have been made. This will be done at no charge to ******************. All due royalties have been paid through our most recently calculated quarter, Q1 2024.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
Date:05/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We went into contract on April 9, 2024 for the amount of $1,374. I was suppose to make payments but as i submitted my manuscript of the book I was writing, I was told it would not go on the market until my bill is paid. So i paid them in ful by May 11,2024. They also indicated that that would do some marketing for my books and that copies would be provided to ****** and ***** for sale. This is what the step by step pamphlet they provided me says.. "STEP 2.1: MARKETING My MC: _____________________________Your Marketing Consultant (MC) will work with you to develop a marketing plan for your book.Your Author Care Manager will then guide you through the fulllment of your marketing services." They contacted me but said there were additional charges for the marketing department that I would have to pay for. I told them that I am not paying another dime and they said that my package does not include the marketing of my book. The flyer talks about the author's copies of books being included in the package but instead it was a coupon deal where the author can redeem it for copies of their books. I did receive 20 books..
Business Response
Date: 05/30/2024
Dear BBB,

Thank you for giving AuthorHouse the opportunity to respond to Ms. ******* complaint.
**************** is correct in saying that the publishing package must be paid in full before being submitted to the printer. At that time her option was to pay the remaining balance of the payment plan or wait until her payments were fulfilled.
She chose to pay the remaining balance of $687.57 on May 10, 2024. *** final quality assurance was completed on May 12, 2024 and the book was submitted to the printer.
We have attached a list of the services included in the Starter publishing package. It lists the service name along with the status and completion date. *** ****** and ***** read instantly and Amazon look inside were both activated when the e-book version went live. **************** Set-Up Guide and Book ********************* Guide were emailed to **************** shortly after the book went live. *** Book Stub codes were emailed to **************** on May 21, 2024. *** $250 book credit allowed the author copies to be ordered and they were delivered on May 26, 2024.
*** print ready bookmark design files and the author website setup are the only two services not completed. Those are currently in queue and have a timeline of about four weeks for completion. Any questions can be directed to the marketing services consultant that has been in contact with ***************.
To clarify, the ****** and ***** read instantly is a feature that gives readers a sneak peek of the book. We do not offer physical book distribution.
*** $200 marketing credit has not been used yet but the assigned Marketing Consultant reached out previous to the book going live. **************** can reach out to the Marketing Consultant to use that credit. Any further marketing services outside of what is included in the package would include an extra fee.
In closing, all marketing services included in the Starter package have been completed or are in the process of being done. *** marketing service credit can be used by contacting the assigned consultant.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer Answer
Date: 05/30/2024
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 was told verbally that everything would be taken care of when I submitted my book and the first payment.
To date the paper books are not available from ****** and ***** o r Amazon which tells me that the printing of the books is lagging. I attempted to verbally find out what the protocol is for Amazon and Barnsa and Noble sell the books. Never did get a good answer. I told the agent at Author House that Amazon and Barns have the book listed, but not available.. No answers as to why they are unavailable. It is my understanding that once the book goes live, then it would be available to the bookstore industry. but it is not and I don't know why. I don't know what the book stubs are and don't recall receiving them.
Yes i did receive my books and again i was verbally mislead with my fee that I paid automataically would give me10 books, but later after I paid my bill off, and called to inquire when i would receive my books, i was told about the credit and that it had to be used all at once. Marketing started contacting me right from the beginning and the marketing fees were very expensive, in which I thought marketing was also included in my publishing contract. I inquired on what kind of marketing can i get for the $200 credit and they said that the $200 credit only goes toward purchasing a marketing plan which is way above my budget.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Business Response
Date: 06/04/2024
Dear BBB,

Thank you for again giving AuthorHouse the opportunity to respond to Ms. ******* complaint.
In checking the ****** & ***** website, it shows that the book is available in both paperback and e-book versions. Amazon lists both versions available as well.Because AuthorHouse uses print on demand technology, a book is only printed when it is ordered. In this case, there would not be lag time on the book being printed. While each retail site is responsible for uploading the meta data we send them, the timeline can vary for each one.   However, we did send Amazon the information again in order to resolve this issue.
Book stubs are similar to a gift card and contain one free download of Ms. ******* book. These codes can be sent by **************** to anyone she wishes. Each code can be used once and her package included 50 codes to access the e-book. Again, the email with the codes was sent on May 21, 2024. We will resend this email to ****************.
AuthorHouse publishing packages come with a one-time single-use credit to order books. The amount of books cannot be determined until the process is completed because the price point of the book varies on book type and page count. We apologize for any confusion on that.
The $200 credit for marketing services can be used towards any available marketing service that AuthorHouse offers. There are a variety services that *** be of interest to **************** including things like a Book Signing Kit, Press Release Essential Edition, or the ****** 1000 Clicks. These along with all other services can be viewed on the website: ******************************************************************************************** services can then be discussed in greater detail with the marketing consultant.
In closing, Amazon, along with all other retailers, have been sent the information to list the book. Book stubs are a free download of the e-book and can be sent to whomever **************** wishes. Her book credit has been used but she is welcome to contact her book consultant in regards to an author discount on buying any more copies. The $200 marketing credit can be used towards any available marketing service.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer Answer
Date: 06/05/2024
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.
There was a lot of misleading going on in this deal.. it was not until after i filed a complaint that my book became available on Amazon. I am upset with the marketing because they claim that I can not do anything with just the $200.. Marketing said I had to come up with additional money for them to market and that the $200 just sits there. I don't understand their marketing protocols and they did not give me my money's worth. I am not sure what can be done to correct their misleading me to the contract

Regards,

***********************
Initial Complaint
Date:05/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a down payment of $350 to AuthorHouse to begin with getting my book published. I was unsatisfied with the quality of the book and made it clear I wanted to cancel my subscription and purchase I was told I could not get a refund because everything was already completed. Then I received an email stating once the payment was made in full they would continue with the publishing process which wasnt what was discussed prior to making the $350 down payment. Then after telling multiple representatives that I was unhappy with the services I wanted my publishing package canceled. Now 2 months later my girlfriends account was charged $570.10 and her account was left negative. I spent over 3 hours on the phone getting the run around trying to get somebody on the phone to help me with this issue. I was told to call 4 different extension for nobody to take my call because they are unavailable due to a high call volume which isnt a good sign because how many other people could possibly be calling for the same reasons Im calling? At this point I am beyond frustrated and unsatisfied with this company and would like all of my money back because this is completely unfair for me to express I would not be able to make any type of payments because I have lost my job. They submitted a cancellation request and the request was denied and nobody felt it was necessary to contact me and let me know that was what was happening. Again they have charged my girlfriends account and she has no type of contract or anything to do with this matter.
Business Response
Date: 05/09/2024
Dear BBB,
Thank you for the opportunity to explain what transpired with Mr. *********** account.
On March 7, 2024, ************************ purchased the Starter publishing package for the discounted price of $1599.20. He also purchased the add-on Press Release-************************* for the discounted price of $386.10. He chose to pay for these services using a four installment payment plan, adding a non-refundable payment plan fee of $75, making the total $2060.30.
He signed and returned the both the Installment Payment Plan Agreement and the Services and Distribution Agreement on March 7, 2024. Agreements are attached.
He made the first payment of $350 that same day. *********************** purchased the aforementioned services through the self-service portal, meaning that the credit card information entered was done so by ***********************. The credit card used to make the initial payment was that of *****************************. As stated in the Installment Payment Plan Agreement that he signed and returned:
5. Authorization to Charge. You authorize Us to charge Your supplied credit or debit card the amounts of each Installment Payments on or after the applicable due dates, as set forth in the Payment Schedule above, as well as to charge the Processing Fee described above on or after the date you sign this Payment Contract.
We hope this clears up Mr.*********** statement Again they have charged my girlfriends account and she has no type of contract or anything to do with this matter.
************************ submitted the necessary materials to begin production on March 8, 2024. His initial proofs were completed on March 12,2024. After two rounds of revisions, he signed off on the interior, cover, and pricing on March 20, 2024. We are unclear why ************************ would sign off on the book if he was unsatisfied with the quality of the book His project could not be sent to the printer because he had a due balance, as the only payment that had been made thus far was the initial payment. Only once the payment plan is paid in full can a book be sent to the printer. ************************ writes I received an email stating once the payment was made in full they would continue with the publishing process which wasnt what was discussed prior to making the $350 down payment. This is outlined in the signed Installment Payment Plan Agreement that he signed and returned:
6. Declined/ Missed/Incomplete Charges. We will not fulfill any Services pursuant to any Service Order until outstanding payments are made.
On April 1, 2024, ************************ called in to cancel and receive a refund for the publishing package and Press Release. He writes They submitted a cancellation request and the request was denied and nobody felt it was necessary to contact me and let me know that was what was happening. This is not true. On April 2, 2024, he was sent an email from *********************, Author Satisfaction Associate, letting him know that he was not eligible for a refund on the publishing package because he had provided his final sign offs, as outlined in the signed Services and Distribution Agreement,which states in Section 4. Termination & Refunds:
For Publishing Packages:
o After You have given final approval of the Work:
? No Refund
As for the Press Release, it was refunded. However, because there was still a balance due on the service order, the funds were returned to the service order to reduce the open balance, meaning that no monies were returned ************************.
The payment of $570.10 due on April 7, 2024 declined.
************************ has two options going forward:
He can cancel his project and no refund is due to him since he has not paid enough for the service order. He will not be charged any further payments. If he chooses this option, he will want to do so prior to his next payment plan installment which will be taken on June 7, 2024.

He can continue his payment plan, make any additional changes he deems necessary, and once the service order is paid in full, we will submit the book to the printer.

In closing, ************************ chose to cancel his book after he provided his final sign offs, which nullifies a refund for the publishing package, as outlined in the signed Services and Distribution Agreement. The Press Release was refunded but the funds were returned to the service order since there was a due balance. ************************ has two options moving forward: he can cancel the book, no refund is due, and we will cancel the payment plan installments or he can continue with the payment plan and we will submit the book to the printer once it is paid in full.
Sincerely,
***************************
Global Director Author Satisfaction

Customer Answer
Date: 05/09/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************************
Customer Answer
Date: 05/10/2024
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.

[Provide details of why you are not satisfied with this resolution.]
At this time I would like to point out the fact that AuthorHouse/AuthorSolutions has admitted that I requested to have my publishing package canceled back in early April, for whatever reason they only canceled part of that package and proceeded to charge my girlfriend ******************************* card on 5/7/2024 for the amount of $570.10 and are refusing to acknowledge the fact that the charge should have never been made to begin with! Theyre now looking for a loophole with in their system saying I signed off on the work to be completed and thats not the case! I made it known from the very beginning I was unsatisfied with the layout, font, and number of pages the book would have. At this time I would like a refund for the $350 down payment I made on 3/7/2024 and also the charge of $570.10 made on 5/7/2024 which should have never been charged to begin with. It clearly states in black and white I can terminate my contract at any time and as long as it is with in a 0-90 day period I am entitled to a full refund or a percent of the amount paid. Due to the fact that I have spent the last 3 days trying to get someone on the phone to address these on going problems and have been unsuccessful, I am very adamant about getting a full refund. I was told on Tuesday 5/7/2024 to call back on Wednesday 5/8/2024 at extension 8814, then I was told again on Wednesday to call two other extensions 7841 and 7814 neither of which lead me anywhere. At this point I feel as though I am being given the run around and have been for months. I have been completely unsatisfied with the results of this companys service and *** made that known each step of the way. When I was making the down payment of $350 I was told it would be a one time charge to the card because I wasnt the card holder and would have to call back to make future payments. Also I was told that once I made the down payment the book would begin its publishing process, and would be completed and ready for publishing but once that payment was completed I was told the project would be put on hold until the payment was made in full. At this point I feel Ive been taken full advantage of by this AuthorHouse/AuthorSolutions company. I was encouraged by a *********************** and ********************************* to sign all of the documents electronically without going over them completely and now theyre trying to use them against me.

Regards,

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

Business Response
Date: 05/10/2024
Dear BBB,
Thank you for the opportunity to again explain Mr. *********** refund.
To help make the response cohesive, we will take each point made in Mr. *********** filing and respond below.
At this time I would like to point out the fact that AuthorHouse/AuthorSolutions has admitted that I requested to have my publishing package canceled back in early April, for whatever reason they only canceled part of that package and proceeded to charge my girlfriend ******************************* card on 5/7/2024 for the amount of $570.** and are refusing to acknowledge the fact that the charge should have never been made to begin with!
Our previous response did state that ************************ requested a refund on April 1, 2024. We have not cancelled the service order because there is still a balance due on it. He had not paid enough on the service order to have the Press Release refund clear the due balance. Therefore, we continued to charge the card on file, as stated would happen on the signed Installment Payment Plan Agreement.
Theyre now looking for a loophole with in their system saying I signed off on the work to be completed and thats not the case!
************************ did sign off on the work. First, on March 20, 2024, he emailed his Publishing Services Associate (PSA) asking for the removal of the headers. The email back and forth is as follows:
PSA: Should we just remove the headers?
************************: Yea that would probably be best for this layout
PSA: Kindly refer to the updated file. Let me know if this is good.
************************: Yes that is much better! Thank you! -*****
PSA: Great!Is this good to go?
************************: Yes thank you!
PSA: Perfect! If you are now ready to approve the cover and interior files, kindly sign the approval forms that I will send you on separate emails.
He then signed and returned the interior, cover, and pricing sign offs on March 20, 2024. Attached are each of the sign offs.
I made it known from the very beginning I was unsatisfied with the layout, font, and number of pages the book would have.
The font that was in Mr. *********** original manuscript is not a font that is commonly used in publishing so it was changed. Also, his manuscript was sent in 14 point font, double spaced. Again,this is not typically the format used.
However, when ************************ raised those concerns, they were fixed. Below is the dialogue:
************************: I would like a different font style please if thats okay, and yes the font size should be a little bit bigger I don't want anyone to have an issue reading the font size. And can the text be double spaced
PSA: We will use a font similar to Calibri. We can make the adjustments without any issue. I will send you the updated file once it is done.
Two days later: PSA: Please see attached revised interior galley for your review.
************************: That version is much better Thank you! *****
As evidenced, the issues were resolved to his liking.
At this time I would like a refund for the $350 down payment I made on 3/7/2024 and also the charge of $570.** made on 5/7/2024 which should have never been charged to begin with.
As we stated in our previous response, no refund will be granted because the creation of the book files was completed and signed off on, which according to the Services and Distribution Agreement that ************************ signed and returned, nullifies the refund.
It clearly states in black and white I can terminate my contract at any time and as long as it is with in a 0-90 day period I am entitled to a full refund or a percent of the amount paid.
************************ should review the agreement again. Above the line that states a refund can be granted at 0-90 days after purchase, it states Prior to submission of Your Manuscript. (Emphasis added) As we and ************************ have stated, the manuscript had been submitted and files had been created. And as we proved above, he provided his sign offs, which as the agreement goes on to state means no refund can be given.
Due to the fact that I have spent the last 3 days trying to get someone on the phone to address these on going problems and have been unsuccessful, I am very adamant about getting a full refund.
As stated previously, ************************ is not due a refund because he provided the final sign offs for his project.
I was told on Tuesday 5/7/2024 to call back on Wednesday 5/8/2024 at extension 8814, then I was told again on Wednesday to call two other extensions 7841 and 7814 neither of which lead me anywhere. At this point I feel as though I am being given the run around and have been for months.
************************ filed a complaint with the Better Business Bureau so that is the avenue in which he will receive responses at this time.
I have been completely unsatisfied with the results of this companys service and *** made that known each step of the way.
There are no notes in the account about any dissatisfaction from ************************, until the charge taken on May 7,2024. The only issue raised in the notes previously is the format of the interior file, which is not uncommon on the first review. This is why the author is granted one free round of corrections and formatting corrections are always free. And as stated above, this was resolved to his liking.
When I was making the down payment of $350 I was told it would be a one time charge to the card because I wasnt the card holder and would have to call back to make future payments.
This is partially correct. It was clear on the Installment Payment Plan Agreement that the initial payment is not a one-time charge. The fourth item on the agreement outlines how payments are taken and the second page of the agreement provided a specific date as to when the second payment would occur.
An author can use one credit card for one installment and change the credit card used on the next installment. This is stated in #** on the Installment Payment Plan Agreement that he signed and returned. However, ************************ never called to update the credit card on file so the card used to make the initial payment is the card that was charged for the recurring payments.
Also I was told that once I made the down payment the book would begin its publishing process, and would be completed and ready for publishing but once that payment was completed I was told the project would be put on hold until the payment was made in full.
This is correct. After ************************ made the initial payment, the production process began, as stated in the timeline provided in our previous response. Had he continued making payments on the payment plan and paid in full, the book would have been made available for purchase. For obvious reasons, we will not complete a service without full payment first. And as stated on the signed Installment Payment Plan Agreement and in our previous response, We will not fulfill any Services pursuant to any Service Order until outstanding payments are made.
At this point I feel Ive been taken full advantage of by this AuthorHouse/AuthorSolutions company. I was encouraged by a *********************** and ********************************* to sign all of the documents electronically without going over them completely and now theyre trying to use them against me.
First, ******************** does not review the agreements with authors.She is the person that works with authors during the production process. *************** can answer questions if asked. We ask that all authors sign the agreement electronically.
We are unclear as to what ************************ means by without going over them completely. If he is referring to our staff reviewing the agreements with him, we do not go through the agreements with authors. They are sent to the authors to review.Should any questions arise, we would hope authors would ask prior to signing and returning them. There are no notes that ************************ had questions about the agreement. If he is referring to the fact that he did not go over the agreements completely, we have no control over that. Again, we would hope that authors would review all documents thoroughly before signing and retuning. There is no timeline for how long authors review the agreements and no notes to indicate that ************************ was rushed into signing them.
************************ was given two options in our previous response. He did not provide his answer in this filing so nothing further has been done by us. Again, he will need to decide before the next installment is due on June 7,2024.
In closing, as stated in our previous response, ************************ chose to cancel his book after he provided his final sign offs, which nullifies a refund for the publishing package, as outlined in the signed Services and Distribution Agreement.
*********************** has two options moving forward: he can cancel the book, no refund is due, and we will cancel the payment plan installments or he can continue with the payment plan and we will submit the book to the printer once it is paid in full.
Sincerely
***************************
Global Director Author Satisfaction
Customer Answer
Date: 05/13/2024
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.

[Provide details of why you are not satisfied with this resolution.]
At this time I would like to again point out the fact that in early April I requested my package be canceled and for whatever reason only apart of it was cancelled and it states that I can terminate my package at anytime with in 0-90 days. Had the package been canceled like I requested in April the charge on May 7th would have never been processed. Therefore I would like the $570.10 refunded and the package terminated immediately. Its not making sense that I can terminate the package now fully but couldnt back in April. Im very unhappy with the way things have gone with this Author House company.
Regards,
*******************************

Business Response
Date: 05/14/2024
Dear BBB,
Thank you for the opportunity to again explain Mr.Pellegrinos refund.
************************ signed off on his proofs March 20, as we proved in our previous response. The request to cancel came after he already signed off approving the book for publication. Because of this, he is not eligible for a refund, as is clear in his signed Services and Distribution Agreement and as we stated in our previous two responses. The 0-90 day timeline only applies to projects where the manuscript was not submitted. The charge taken on May 7, 2024 was done so because he still had a balance on his order,as he had only made the initial payment.
To clarify his point Its not making sense that I can terminate the package now fully but couldnt back in April. He could not cancel in April due to the open balance and completed work that he signed off. To end this, we are going to write off the balance, which is not normal protocol.
He still has not chosen one of the options outlined in our previous two responses. However, because he states that he would like to terminate the package fully, we will cancel the project. Again, no refund is due.
Sincerely,
***************************
Global Director Author Satisfaction
Customer Answer
Date: 05/15/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************************
The terms in which I signed says I can terminate my package deal at any time. Due to this fact and me expressing back in early April I would like the package terminated I would have to again ask that the $570.10 charge made on 5/7/2024 be refunded because it should have never been processed. Im also confused as to why they gave me a refund for apart of the package back in April when I asked to have it terminated but theyre here now saying Im not entitled to a refund at all. Like *** said it seems like were going in circles here. And Im not sure how many times I have to say that I want the package terminated.
Initial Complaint
Date:04/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've tried since Jan 12 to get refunds from Xlibris for some pre-paid programs to promote my books. There are 17 unfulfilled pre-paid programs totaling $38,804. I notified Xlibris that my health status made me unable to actively promote my books or travel and attached a list of my unfulfilled programs, which were verified by ********* Services. My request was sent to the Refunds Team. Later,*****************,from marketing,called to explain what would probably be refunded.It was a fraction of what I'd asked for. Apparently ***************** and his boss,Mr ******,were the Refunds Team.I heard nothing more for several days and after many unanswered phone calls and emails,I called Billing and Payments and was informed that 3 of 17 programs were approved totaling $6,697, the rest were denied,the major reason being,"It's too late to cancel,preparations had already been started".I asked to speak to someone about the denied services and waited on the phone for 45 MINUTES and no one was ever connected.I tried calling *****************,Mr ****** and Customer Support to get some answers,but no one would answer their phone and when I left messages,NO ONE WOULD CALL ME BACK! But $6,697 out of $38,804 for 3 of 17 services are $32,107 and 14 services short! I asked ********* Services, to provide me with lists of my programs that weren't started or completed.Their lists verify everything on my refund request. Management isn't responding to my messages,and it seems they're stalling,hoping I'll be satisfied with the refund they approved,but I have strong evidence to prove they owe me for them and even though they've stalled past the starting date of some,the evidence I have shows they had plenty of advance notice. On April 3 I received an email from Customer Support stating that the Refunds Team says that my request was denied,and it is past the deadline.Well, of course it is! The Refunds Team has been STALLING since I made my claim on Jan 12,so no wonder they can claim that it is past the deadline now!
Business Response
Date: 05/01/2024
Dear BBB,
Thank you for the opportunity to explain Ms. ******* refunds.
We received ****************** refund request on January 12,2024. Attached is one of ****************** signed Services and Distribution Agreements (all of them are the same so only one is attached). For add on services not included in the publishing package, as stated in Section 4. TERMINATION & REFUNDS:
For individual Services (not included as part of a Publishing Package):
o Prior the beginning of fulfillment of individual Service(s):
0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater
More than 90 calendar days after the purchase: No Refund
Ninety days prior to January 12, 2024 would be October 14,2023. Attached is a spreadsheet of services that **************** purchased after October 14, 2023. This spreadsheet contains the order number, the date purchased,the service purchased, the cost of the service, the services status, and the refund status.
As evidenced on the spreadsheet, two of the refunds were denied because the services fulfillment had started when the refund request was received. Two of the services were not fulfilled and refunded already,which **************** confirmed. Three services were not fulfilled but were free so no refund can be provided. Also, **************** has cancelled her books with Xlibris so the fulfillment was cancelled.
There are three services highlighted in yellow which were not fulfilled but not refunded. As a goodwill gesture, these services were refunded in full, instead of adhering to the holdback policy as outlined above.The refunds for these services have been paid and the funds will be returned to the credit card used to make the purchase. **************** should see the money back on the card within 3-5 business days.
We apologize that ****************** refund request was not investigated more thoroughly to see what services qualified for refunds.
The remaining unfulfilled marketing services will not be fulfilled because, as stated above, **************** has cancelled her books.
In closing, as stipulated in ****************** signed Services and Distribution Agreement, add on services can be refunded up to 90 days after the purchase date. The spreadsheet attached shows those services purchased within that window.
There were three services that qualified for refunds that were not done previously. Those three services have been refunded back to the credit card used to make the purchase.**************** should see that back on the card within 3-5 business days. The remaining unfulfilled marketing services will not be fulfilled as **************** has cancelled her books.
Sincerely,
***************************
Global Director Author Satisfaction
Customer Answer
Date: 05/05/2024
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.

[First, I would like to thank ****************** for his response. I appreciate that ****************** recognizes that my claim was not handled correctly from the beginning and a lot of time and frustration on my part trying to get some answers from ****************** could have been avoided had someone just talked to me personally instead of ignoring my phone calls and emails. And, as ****************** states, the refund amounts for the three programs were credited back to my credit card, and I thank him for that.

However, there are two things I would like to point out about my complaint that still dont make sense to me. One of the claims was for two one-hour book signing events in ******, where I would be signing complementary copies of two of my books, and the reason that the refund was denied was because preparations were already in process for the event. Since I would be making my own travel and hotel reservations for the event, they are referring to printing the copies of my books that I was to sign at each 1-hour event as the preparations in process. So, if that is the case, I would like to have the 50 copies of each book that were printed for the event, since I wouldnt be there to sign them, and they are apparently just sitting around somewhere going to waste.

The second item I do not agree with is the Video Book Talk session. Even though the paperwork was processed and paid for way before the 90-day deadline, nothing could have been done on it because none of the preliminary questionnaires had been completed and returned to marketing in order to start the process. So, I dont understand how preparations were on-going if there was nothing for them to prepare for.
Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Business Response
Date: 05/10/2024
Dear BBB,
Thank you for the opportunity to again explain Ms. ******* services and refunds.
1.Tucson Festival of Books
The refund for this service was denied because it was originally determined that the books for the event had been ordered, which would nullify the refund. After further digging, it was found that the books had not been ordered because ****************** refund request at the same time that books were being ordered.
The refund for this service has been paid and the funds will be returned to the credit card used to make the purchase within 3-5 business days.
2. The Video Book Talk session
This service was purchased on August 18, 2023. It was not discussed in our previous response because it is outside of the 90 day timeline for refunds, as explained in said response. We are not clear as to why *************** was told that the fulfillment was ongoing as no questionnaire was returned so no work had been done. The refund for this service cannot be processed because of the aforementioned 90 day timeline.
One other service we want to address is the Book Exhibit ********************* that was included on the spreadsheet with the previous response. Because we have found issues previously, we followed up on the fulfillment status of this service. There are five portions of fulfillment to this service. Two of the five had been fulfilled (which would nullify the refund so this one was correct). The other three had not yet been fulfilled because **************** cancelled her projects. As a goodwill gesture, we will refund a portion of the funds for this service totaling $1125. This will also be returned to the credit card used to make the purchase within 3-5 business days.
In closing, the Tucson Festival of Books will be refunded since the books had not yet been ordered for the event. The Video Book Talk session had not been fulfilled but is outside the 90 day timeline for refunds. We are refunding a portion of the Book Exhibit ********************* as a goodwill gesture.
Sincerely,
***************************
Global Director Author Satisfaction
Customer Answer
Date: 05/18/2024
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 forwarding ****************** response to my claim. And, I would like to thank ****************** for his time and efforts in researching my claim. I appreciate that he was able to get me some of the money back for the three Book Exhibit Plus - National Programs and for what appears to be the printing charges for the books that were to be printed for my two book signings at the Tucson Book Fair. However, the refund amount should be not only for the printing of the books, but for the two book signing events that I had paid for and also the two Literary Gateway Bundles for the two books that I was signing for this event. I'm afraid that my previous response and request wasn't clear and Mr. ************* interpreted that my claim was only for the books (had they already been printed) and that was the reason my original claim for the Tucson Book Fair was denied. But since they hadn't been printed there was no reason to not refund the entire amount I paid for the two book signings and the Literary Gateway Bundle for each one.
Regards,
***********************

Business Response
Date: 05/22/2024
Dear BBB,
Thank you for the opportunity to again explain Ms. ******* refunds.
The services to which she is referring-2 Tucson Festival of Books 2024 Book Signings and 2 Literary Gateway Bundle were purchased on September 20, September 21, and October 6, 2023, respectively. As written in our original response, the Services and Distribution Agreement states that refunds for add-on services not included in the publishing package can only be refunded if they are 0-90 days after the purchase date. As stated in our original response, **************** requested a refund on January 12, 2024 so 90 days prior would be October 14, 2023. The Tucson Festival of Books 2024 Book Signings could not be fulfilled because **************** cancelled her projects prior to the fulfillment of these services (the Festival of Books took place in March). Therefore, she is due no refund on those.
As for the Literary Gateway Bundles, as a goodwill gesture and to put an end to this issue, we will refund those two services. The funds paid will be refunded back to the credit card used to make the payment. *************** should see these back on the card within 3-5 business days.
These are the last services that we will refund. All of the services within the 0-90 day timeline were addressed in our previous responses.All other services are outside this timeline and will not be refunded.
We would also like to clarify that **************** was refunded in full for the Tucson Festival of Books, not just printing charges for the books. **************** purchased this service for $799 and was refunded $799. It was not a partial refund.
In closing, the services for which **************** is requesting a refund are outside the ******************************** the signed Services and Distribution Agreement. However,as a goodwill gesture, we are refunding the 2 Library Gateway Bundles. The monies will be returned to the credit card used to make the purchase within 3-5 business days. These are the last refunds will be doing, as all other services are outside the 90 day timeline.
Sincerely,
***************************
Global Director Author Satisfactions
Customer Answer
Date: 05/29/2024
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.

Once again, Id like to thank ****************** for the attention he has shown to my claim, and I appreciate the refunds he has been able to approve and obtain for me.

There is one thing, however, I need to point out to ****************** that is not true in his most recent statement to me. That is, regarding the Tucson Festival of Books (we seem to keep returning to this subject). There were three separate items I paid for this particular venue. One was the Tucson Festival of Books - Bookstore Gallery, for which I paid $799 and that was refunded, as ****************** states. But there were two more events at the Tucson Festival of Books that I paid a total of $7,598 for and these were not refunded. This was for my participation in two book signing events in the Author Solutions booth at the Tucson Festival of Books Book Signing event. Since ****************** says that I received a full refund for the Tucson Festival of Books, and I did not, he must not be aware that I paid for the two book signing events.

As I mentioned before in my previous rebuttal, the reason given to me for not refunding my money for the Tucson Festival of Books Book Signing Events was because the books were already being printed for the event, which turned out to not be the case. The $799 that was refunded was not for any of the books that were to be printed for the book signing, but was a refund for the Tucson Bookstore Gallery, a separate entity from the book signing events.

Now I realize and understand what ****************** has stated previously about the 90-day timeline and if that is the case, so be it, and I can accept that. However, all I know is what I was told early on about the denial for the refunds for the Tucson book signings, and that was because the books were already being printed, (which turned out not to be true). Therefore, according to what I was originally told, the funds I paid for the book signings should have been refunded because of the reason for denial given to me early on, even if the 90-day timeline was past.

In closing, I want to thank ****************** for his time and the extensive research he has done relating to this complaint. I truly appreciate all he has done for me.
Regards,

***********************
Business Response
Date: 06/03/2024
Dear BBB,
Thank you for the opportunity to again explain the services that **************** purchased.
Our previous response included the Tucson Festival of Books was address in our previous response, in the first paragraph. It said:
The services to which she is referring-2 Tucson Festival of Books 2024 Book SigningsThe Tucson Festival of Books 2024 Book Signings could not be fulfilled because **************** cancelled her projects prior to the fulfillment of these services (the Festival of Books took place in March).Therefore, she is due no refund on those.
In closing, this was address in our previous response. *************** cancelled her projects prior to the fulfillment of this service so no refund is due on those two services.
Sincerely,
***************************
Global Director Author Satisfaction
Initial Complaint
Date:04/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
this business got me spending money and they didn't do a single thing
Business Response
Date: 05/02/2024
Dear BBB,

Thank you for giving Xlibris the opportunity to respond to *************** complaint.
Purchases and refunds:
The breakdown of services purchased is attached to this response. As noted, charges are in black and payments are in red. The refundable amount of cancelled services to another order are highlighted by corresponding color. The two monetary refunds processed on May 1, 2024 are highlighted in dark orange. The ending balance is zero as shown. Below is a better explanation of the services.
************* purchased the Classic Publishing Package along with a hardcover add-on on December 26, 2023. This was purchased on a three term payment plan that started the same day. This service order has been paid in full and was submitted to the printer. It is considered fulfilled and non-refundable. The book is not available on retail sites per *************** request. The hardcover add-on was canceled and refunded per *************** request.The refundable amount ($249 and noted in blue) was applied towards the balance due on the second publishing package mentioned below.
************* purchased the ************ Advertising (shown as light orange on attachment) and the Hollywood Ticket (shown as green on attachment) on two separate orders. As shown, both of these services were cancelled per her request before they were paid in full. The amount paid was transferred to the service order in the same color. This was done because there was a balance due on the account. We are not able to process a monetary refund when there is a balance due on another service.
************* also purchased an Editorial Assessment. In checking the account, this service was not fulfilled before the books completion. We apologize for this oversight. Because of this, a refund was processed. Because of two $30 decline fees on a different service order (SO-91029744), the refundable amount is $140. The refund was processed on May 1, ******************************* ************************ ********************************. Please allow 7-10 business days for this refund to show on *************** credit card.
A second publishing package was purchased in December of 2023. An initial payment of $574.75 was made on this service. The second and third installment of the payment plan were declined. In addition, there was a $200 chargeback won in *************** favor.
Xlibris understands that ************* would like to cancel the second publishing package and receive a refund. A refund in the amount of $1,023.75 has been noted on the account and includes the payment plan fee.
The refund was done in three separate transactions and are as follows:
$574.75 to **** ending in ************************ ********************************
$275 to **** ending in ************************ ********************************
$174 to **** ending in ************************ ********************************
Please allow 7-10 business days for this refund to show on *************** credit card.
Physical book copies:
The $250 book credit was processed on April 24, 2024. These books are still at the printer and are expected to be shipped later this week or early next week.
Multiple points of contact:
Each step in the publishing process has a specialist for that area. A publishing consultant explains package options and processes the purchase of packages. After a package is purchased, the production team takes over. There is a person that checks in materials and verifies everything is ready to move to the design process. The next person (Author Services Representative) is the liaison between the author and the design team. They ensure that the process runs smoothly in the back and forth of design requests. After the book is sent to the printer, there is a Book Consultant (where author copies are ordered) and a Marketing Consultant (if any further marketing services are requested). It should be noted that calls into customer service are answered by one of our several team members. All of which can easily direct calls to the appropriate person.
In closing, because there was a balance due on another service order, a monetary refund was not granted at that time and applied to the open balance. Because ************* has opted to not publish her second project, a refund has been processed for payments made less the chargeback and decline fees. We feel as if the free book credit has been cleared up as the account shows that ************* was able to get in touch with her Book Consultant last week. We apologize for any confusion on the amount of contacts within Xlibris. Each person has a specialized field to better assist *************.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer Answer
Date: 05/02/2024
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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*************************
Customer Answer
Date: 05/02/2024
******* has not fulfilled services that they promised, and their was poor communication involved. the head of the company kept pestering me for payment and convincing me to do this. I do see that they refunded me for the second package but I would like to see a refund for the first package as well. I did not purchase an Editorial assessment
Business Response
Date: 05/07/2024
Dear BBB,

Thank you for again giving Xlibris the opportunity to respond to *************** complaint.
When a credit card is declined for a payment plan, a finance representative does reach out to attempt to collect the payment. There were two installments that were declined and ******* attempted to collect on that debt. We apologize if it felt like someone was pestering *************.
Attached is a list of services along with their status.
The following services are inclusions to the Classic package that have not been fulfilled:
Author Website Set-Up
Print ready bookmark design files
$200 credit for marketing services
The services were on hold due to the $200 chargeback mentioned in our previous response. When the refund was processed and completed last week, the hold was removed. Late last week Xlibris received notice of seven new chargebacks ($1,163.75 total) filed by *************** credit card company. The chargebacks include all payments made by *************. This automatically puts any open services on hold including the author website and creation of the bookmark design files. If/when the chargeback is ruled in the favor of *******, the hold will be removed and the services will be completed. If the chargeback is ruled in favor of *************, these services will not be fulfilled unless ************* returns the money.
In closing, any service that was capable of being refunded has been. All services that were paid in full were fulfilled. With the exception of the hardcover add-on, the initial publishing package is the only fulfilled service and cannot be refunded according to the attached agreement.

Sincerely,

***************************
Global Director of Author Satisfaction

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