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:12/04/2023

  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.

  Already filed a complaint. Complaint Not resolved. On 9-24-23 a compa laint was filed against Xlibris/Author's Solution for non payment of royalties and a person pretending to be from Xlibris and was not. I was told by the better buisness bureau that my royalties would be paid by xlibris on the end of November. I received a direct deposit for only **** cents on 11/30/23 from ACH Content Distribution that Xlibris uses for direct deposit. Not only did I not get my royalties but Xlibris does not have a accurate number of my books sold. there are several other others with the same issue dealing with *******

  

  Business Response

  Date: 12/07/2023

  Dear BBB,
  
  Thank you for giving Xlibris the opportunity to respond to ******************-Forands complaint.
  

  ******************************* has been issued three royalty payments since her book went live in January 2023. These payments are in the attached document labeled payments.  The payments were all via direct deposit and show as successful transfers as they were not returned by the bank.
  

  Also attached is the quarterly report for the corresponding payments. Our records indicate that all reported royalties have been paid through our most recent calculated quarter, Q3 2023.
  

  Royalties are paid quarterly approximately two months after each quarter ends. To verify sales, each of ********* partners and e-book distributors provide a report. The reports are then collated and verified for royalty eligibility and paid quarterly as long as we have direct deposit information on file.
  

  In closing, ******************************* has been issued payments for all due royalties. Future payments will be made quarterly as indicated above.
  

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

• Initial Complaint

  Date:12/03/2023

  Type:Billing 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.

  They took a double payment from me once on the 1st of the month and once on the 3rd this is more than I agreed to they are attempting to defraud me I have read their real reviews and they do not give the authors their money or the **** to their books like the call center claimed.

  

  Business Response

  Date: 12/04/2023

  Dear BBB,
  

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

  First, we would like to mention that this issue was not brought to our attention prior to the filing. When ********************** phoned on the morning of December 4, 2023, it was immediately addressed and resolved. In fact, it was resolved before the Better Business Bureau filing was reviewed.
  

  On September 29, 2023, ********************** purchased the Starter publishing package. He opted to pay for this using a three installment payment plan, with recurring payments. He made the first payment that day. The second payment was taken on October 29, 2023, and the final payment was taken on November 30, 2023.
  

  Due to an unknown and unexpected system error, the last payment was taken a second time on December 2, 2023. We are very sorry for the inconvenience.
  

  The amount of $666.33 was refunded to ********************** on December 4, 2023, when he phoned and alerted us to the issue. The transaction ID is ********************************. ********************** should see that back on his account within 3-5 business days.
  

  In closing, as soon as ********************** called and alerted us to the issue, it was quickly addressed and the double payment was refunded. The matter was resolved before the filing could be reviewed. We are sorry for the inconvenience.
  

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

  Customer Answer

  Date: 12/05/2023

  I contacted the company they said they refund the money by the end of the day instead they have not returned a single cent to my account and are not responding the my emails inquiring to service they were supposed to provide. 

  Customer Answer

  Date: 12/05/2023

  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 contacted the company they said they refund the money by the end of the day instead they have not returned a single cent to my account and are not responding the my emails inquiring to service they were supposed to provide. 
  
  Regards,
  
  *****************************

  
  

  

  Business Response

  Date: 12/05/2023

  Dear BBB,
  
  Thank you for the opportunity to again respond to what what transpired with Mr. ********** account.
  

  The errant amount of $666.33 was refunded to ********************** on December 4, 2023, when he phoned and alerted us to the issue. The transaction ID is ********************************. ********************** should see that back on his account within 3-5 business days. If he does has not received the money by end of the week he should use the transaction number and contact his bank as the money has been deducted from our account.
  

  We are again sorry for the inconvenience.
  
  Sincerely,
  ***************************
  Global Director Author Satisfaction 

  Customer Answer

  Date: 12/05/2023

  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:11/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Morning sir/ma,I am writing to report the dishonesty and fraudulent business activity of iUniverse, **** I used their self-publishing and marketing service for my book, titled Lessons from My Kitchen by ***************** which published in 2022. I have been duped by them because they have not revealed my sales nor paid my royalty fees per the contract that I signed with them in 2022. They claimed that my book did not make any sales this year 2023, which is a lie because I know people bought my book including myself. I sent them proof of screenshots of even my own purchase of my book on Amazon, but they keep denying any sales. Initially, before the book was published, I had paid them $2,310 for their publishing services and their Amazon and ************** placement. But I was told a year later by their sales rep that I should pay an additional $1,400 for more marketing in April 2023, because I said I was not making good money from the royalties that were paid. I had only made less than $60 the whole of last year in 2022. I paid that additional amount for their Amazon and ****** marketing, and their team did not work on that sales initiative till almost 2 months later. I was told that it did not make any sales, but Amazon showed the book was selling. I asked Iuniverse publishers to pay my royalties, and they said I never made any sales this year. I disagreed with them, but they asked me to show proof. I sent them the screenshot of my own receipt from the sales of books that even I bought on Amazon. But they still claimed no sales were made. They have refused to keep their agreement of our contract to pay me 10% to 25% of my book sales per copy depending on where it was purchased. Our agreement was for me to be paid quarterly, but they have been dubious. Now that I should be paid for my own returns of hard work and investment, Iuniverse is taking all of my money. They are supposed to just take 75% to 90%, but they are stealing my own 10% too. Please help!Thank you,

  

  Business Response

  Date: 11/17/2023

  Dear BBB,
  

  Thank you for the opportunity to explain the marketing fulfillment and royalties of Ms. ****** book.
  

  Marketing fulfillment
  

  ************** writes I was told a year later by their sales rep that I should pay an additional $1,400 for more marketing in April 2023,because I said I was not making good money from the royalties that were paid. The statement insinuates that the marketing consultant pressured her to purchase the marketing service but it should be clarified that ************** reached out to her marketing consultant in April 2023 to inquire about marketing services. On April 27, 2023, ************* chose to purchase the Online *********************** marketing service for the discounted price of $1400. She paid in full at the time of the purchase.
  

  The book must be available for purchase before the fulfillment of the marketing can start. The print book was made available for purchase on May 1, 2023; the ebook on May 2, 2023. On May 11, 2023, the approval form for the service was emailed to **************. This is about a week and half after the book was made available for purchase, which is the normal timeline for this service,not two months as ************** writes in her filing.
  

  The start of the fulfillment depends on several factors. First is the number of books already in the pipeline for the service. Second, the ebook must be available on Amazon, as the ad cannot launch without it. If there are no other issues after the authors approval, the service will take 1-2 weeks to launch. The duration of the campaign will depend on when the ad hits the guaranteed number of impressions.
  

  For Ms. ****** book, the Amazon ad ran from May 23, 2023 to July 10, 2023. Attached is the post fulfillment report. The ****** iPage ran from July ****, 2023. Attached is proof of fulfillment.
  

  As evidenced by the timeline above, from the purchase of the service on April 27th from the fulfillment of it on May 23rd,is not only well within the normal timeline of the service, it is not 2 months,as ************** wrote in her filing, their team did not work on that sales initiative till almost 2 months later.
  

  Royalties
  

  ************** writes they have not revealed my sales nor paid my royalty fees per the contract that I signed with them in 2022. This is not correct. She can see her sales and royalties at any time on her author center on the iUniverse website. There are three quarterly reports there currently-second, third, and fourth quarter 2022.
  She has been paid for all due royalties at this time. Below is her payment history:
  EFT000000187977 8/30/22  $43.37 (second quarter 2022)
  EFT000000201989 11/30/22  $7.72 (third quarter 2022)
  EFT000000216323 3/2/23  $1.90 (fourth quarter 2022)
  
  All of these payments were accepted by her bank.
  
  She goes on to write They claimed that my book did not make any sales this year 2023. This is correct. No sales were reported to us for the first and second quarter 2023. While were are still finalizing the third quarter 2023 sales, there were sales reported to us for the third quarter 2023.That royalty statement will post early next month and the due royalties will be paid later this month or early next month. They will be paid via direct deposit to the same bank account as the aforementioned payments.
  

  She writes I sent them proof of screenshots of even my own purchase of my book on Amazon, but they keep denying any sales. This is only partially correct.************** did send three order confirmations from Amazon. The order confirmations did not contain what format (paperback or ebook) was purchased.Also, the purchase price of the orders ($6.46, $7.10, and $7.99) was considerably less than the Suggested Retail Price ($13.99), which can mean that used copies were purchased and royalties already paid on those books.
  

  The customer support representative did not deny that sales occurred. The response was that we needed more information from her to investigate further. The exact verbiage sent to her on November 3, 2023 was:
  For the copies that you purchased, kindly provide the printer information out of the back of the book as it will tell us when and where the book was printed (if its a print book).
  

  After the order confirmations were sent, an audit was done on Ms. ****** account. As stated previously, there were no sales reported to us for the first or second quarter of 2023.
  

  It should be noted here that sales routed to our printer, Lightning Source, are reported to us approximately 2 months after the sale occurs. Two of the order confirmations were orders placed in May, which would mean that they would be reported to us in July, which is the third quarter and would appear on the statement that has yet to post. As for the March order, it was placed on March 31 and would not have shipped until April (orders are reported by ship date, not order date). It would have been reported as early as June but could have been reported as late as the third quarter 2023.
  

  Because of this and the price paid,we requested the printer information from the back of the book (above email from customer support). This information will tell us both where the book was printed and when to help narrow down with whom to investigate further. It will probably look something like:
  CPSIA information can be obtained at www.ICGtesting.com
  Printer in the USA
  LVOW11*0302161113
  361482LV00003B/152/P
  
  Obviously the information in Ms. ****** book will be slightly different but this gives her an idea on what to look for.
  
  Once that information is received, we can investigate further to provide specific information instead of speculation. If it is not sent, then we cannot provide any further information.
  
  Ms. ****** desired resolution is my royalties from book sales. As stated above, ************** has been paid for all due royalties at this time. The bank accepted the three payments sent. Royalties provided to us for the third quarter 2023 will be paid to her later this month or early next month via direct deposit to the same bank account as the previous payments.
  
  In closing, ************** chose to purchase a marketing service after she reached out to her marketing consultant. That service was fulfilled within our standard timelines for that service. It was also finished in less than the two months that ************** claims. ************** can see her sales and royalties at any time on her author center. She has been paid all due royalties via direct deposit to the bank she provided. The order confirmations ************** sent did not provide what format she purchased and the price was well below the Suggested Retail Price. Because of this, we requested additional information to investigate. ************** has yet to provide that information.
  
  
  Sincerely,
  
  ***************************
  Global Director Author Satisfaction
  
  
  
  
  

  
  

  Customer Answer

  Date: 11/17/2023

  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,

  I do not agree with the response from iUniverse. They asked me to submit proof of my purchase on Amazon for my book, which I did. I called the customer service on October 31st, and she said they did not see any sales reported on my book but I should send the proof of the book I bought. There is only one page on Amazon that sells my book on Amazon, and it is the page that names me as the author of the book, with iUniverse being the publisher. I was asked by iUniverse if the books I bought were paperback, which I had told them on November 2 that it was all bought as paperback. I have proof of some copies purchased on different dates of March 31, May 25th, and **** 2nd of this year. I sent screenshots of at least 2 of these purchases to iUniverse when they asked for it, but they repeatedly denied that no sales have been reported for my book. (I have attached the proofs of sales to this message). Please note that March 31 is in Q1. May and **** were in Q2. However, iUniverse has denied knowing about any sales being reported. I got an email from iUniverse yesterday (November 17th, 2023) that still claimed that the book sales has not been reported for this year. These screenshots are just my own purchase that we are seeing proof unreported. If they could be dishonest about the sales of the books that I gave proof for, I believe that they are being dishonest for many other sales from other people from the beginning of the year.

  As for the online campaign, their representative was not responsive when I tried to reach out to him. I had to even request them to change him on **** 5. Because he was not picking up the phone nor communicating as needed. (You can check my email to *** who is his coworker on their team on that date). I was later told on July 11 that my marketing campaign was completed for Amazon, and I was told on July 26thth by **** that ****** marketing was completed. It was quite appalling to see the email alerting me that my book that their email had labeled a different name had been launched. The email read, your book, THIS IS **** has been launched for July ****, 2023. My book is not THIS IS ****, and I strongly believe they had marketed something different if my marketing was ever done.

  Yes, I called their marketing consultant named ***** to ask about my book sales and how to improve on the sales volume. He said I had not been investing in marketing, and my book would gain more sales if I did so. I never said he forced me, but he was the sales consultant of their company, and I trusted that his judgement was based on his experience as the marketing consultant. We had the conversation because he was assigned as the marketing consultant for their company, and he was to help me with the marketing path of my book success. Iuniverse and their response stating that I was not forced to do the campaign reflects their non-challant attitude towards their clients and the money that we invest in business with them.

  The most depressing of all these is that iUniverse still insisted as of yesterday (11/16/2023) that no book sales have been reported this year. Why are they lying to you in their own email today? They need to find the sales reports for Q1 and Q2 and pay me my royalties. They are known for their dishonesty, and their notoriety for their fraudulent business malpractice is big now in the industry. Please tell them to be transparent and show the sales reports for my book. They are retaining my Q1 and Q2 sales. Also Q3 is about to be due. They need to go back to their books and pay my royalties.

  
  

  --
  
  Regards,
  
  Oluwagbemisola Laoye

  
  

  

  Business Response

  Date: 11/30/2023

  Dear BBB,
  

  Thank you for the opportunity to again explain Ms. ****** marketing fulfillment and royalties. Because many of Ms. ****** statements were addressed in our previous response, especially those concerning the royalties, we will take her response sentence by sentence so that it is clearer for her.
  

  Marketing fulfillment
  We are unclear why these two concerns were only broached after we confirmed that the fulfillment of the service was well within our normal timeline and did not take 2 months as she stated I her previous filing.
  

  As for the online campaign, their representative was not responsive when I tried to reach out to him. I had to even request them to change him on **** 5.Because he was not picking up the phone nor communicating as needed. (You can check my email to *** who is his coworker on their team on that date).
  

  ************** did request a new marketing services representative and a new one was assigned. This perceived lack of responsiveness of the first representative had no bearing on the fulfillment timeline of the service. As stated in our previous response:
  from the purchase of the service on April 27th from the fulfillment of it on May 23rd, is not only well within the normal timeline of the service, it is not 2 months, as ************** wrote in her filing, their team did not work on that sales initiative till almost 2 months later.
  

  I was later told on July 11 that my marketing campaign was completed for Amazon,and I was told on July 26thth by **** that ****** marketing was completed. It was quite appalling to see the email alerting me that my book that their email had labeled a different name had been launched. The email read, your book,THIS IS **** has been launched for July ****, 2023. My book is not THIS IS ****, and I strongly believe they had marketed something different if my marketing was ever done.
  

  ************** was initially sent the launch date notification email with a different book title in error. However, it was resent with the correct title on the following day. See attached for the correct email sent to her. Therefore, ************** is aware that we did not market something different if my marketing was ever done.
  

  Royalties
  

  They asked me to submit proof of my purchase on Amazon for my book, which I did.
  

  This is correct and was confirmed as much in our previous response:
  

  ************** did send three order confirmations from Amazon.
  

  I called the customer service on October 31st, and she said they did not see any sales reported on my book but I should send the proof of the book I bought.
  

  This is correct. She phoned customer support on October 31st. The customer support representative said there had been no sales reported to us for the first or second quarter of 2023. ************** said she had purchased books in the first and second quarter. When the customer support representative asked her to provide proof of purchase (which is our standard next step), she began crying and shouting that she would report us to the FBI,that we were stealing her money, that we are scamming people and that we would be punished. The representative again stated that we needed a proof of purchase to begin an investigation.
  

  She then sent the abovementioned email, stating I called your customer service this morning. Your agent said I did not make any sales this year. THAT IS A BIG LIE FROM THE *** OF H*** See the attached screenshot of my own receipts of different times that I personally bought some copies of the book.
  

  There is only one page on Amazon that sells my book on Amazon, and it is the page that names me as the author of the book, with iUniverse being the publisher.
  

  This is correct. We are unsure what bearing this has on the issue.
  

  I was asked by iUniverse if the books I bought were paperback, which I had told them on November 2 that it was all bought as paperback.
  

  This is correct. She confirmed that the copies she ordered were print copies and she was therefore asked to provide the printer information out of the back of the book. As we stated in our previous response:
  

  For the copies that you purchased, kindly provide the printer information out of the back of the book as it will tell us when and where the book was printed (if its a print book).
  

  Our previous response also stated why we needed that information:
  

  This information will tell us both where the book was printed and when to help narrow down with whom to investigate further.
  

  Our previous response also provided her with an example to help her locate that information.
  

  I have proof of some copies purchased on different dates of March 31, May 25th,and **** 2nd of this year.
  

  The order confirmations that she sent had order dates of March 31 and May 22. The other one only had a delivery estimate: **** 1, which would mean that it was ordered in May.
  

  Please note that March 31 is in Q1. May and **** were in Q2.
  

  That is correct. However, as we explained this in our previous response:
  

  It should be noted here that sales routed to our printer, Lightning Source, are reported to us approximately 2 months after the sale occurs. Two of the order confirmations were orders placed in May, which would mean that they would be reported to us in July, which is the third quarter and would appear on the statement that has yet to post. As for the March order, it was placed on March 31 and would not have shipped until April (orders are reported by ship date, not order date). It would have been reported as early as **** but could have been reported as late as the third quarter 2023.
  

  However,iUniverse has denied knowing about any sales being reported. I got an email from iUniverse yesterday (November 17th, 2023) that still claimed that the book sales has not been reported for this year.
  

  There were no sales reported to us for the first and second quarter of 2023. As we stated in our previous response and again above,the 2 May orders would have been reported to us July, which is the third quarter. And as our previous response stated :
  

  While were are still finalizing the third quarter 2023 sales, there were sales reported to us for the third quarter 2023. That royalty statement will post early next month and the due royalties will be paid later this month or early next month. They will be paid via direct deposit to the same bank account as the aforementioned payments.
  

  As we stated in our previous response:
  

  As for the March order, it was placed on March 31 and would not have shipped until April (orders are reported by ship date, not order date). It would have been reported as early as **** but could have been reported as late as the third quarter 2023.
  

  Because of this and the price paid,we requested the printer information from the back of the book (above email from customer support). This information will tell us both where the book was printed and when to help narrow down with whom to investigate further.
  

  As stated in our previous response:
  

  Once that information is received, we can investigate further to provide specific information instead of speculation. If it is not sent, then we cannot provide any further information.
  
  As stated in our previous response,************** has yet to provide the printer information from the back of the book so that we can investigate further. She instead sent the same order confirmations that she had already sent, not the printer information.
  In closing, as stated in our previous response, the marketing was fulfilled well within our normal timeline and in less than two months as ************** claimed in her original response. The reassignment of the representative and the mistake on the email sent has no bearing on the fulfillment of the service. She was sent the correct email with the post fulfillment information to show that the service was fulfilled for her book.
  

  As she has been told both via email and in our previous response, ************** will have to send us the printer information from the back of the book from the order placed on March 31st for us to investigate further. We are unsure how to be any clearer on that.
  

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

  Customer Answer

  Date: 12/04/2023

  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.]

  Thank you for sending this to me. There is only one page and supplier for my book on Amazon, and it clearly shows my name with iUniverse as the publisher. They are the ones who supply the books. I have attached pictures of the page, and the photo of the back of my book. I also took pictures of the 2nd to last page of the book. I attached picture to show that the book was delivered by Amazon prime. My contract with iUniverse was that they would pay me my royalties quarterly. But they did not even pay any quarterly royalty from Q2, Q2, or Q3. They claimed no sale. There were sales, and it is appalling that they lack accountability. Please help me in this situation. 
  
  Regards,
  
  Oluwagbemisola Laoye

  
  

  

  Business Response

  Date: 12/05/2023

  Dear BBB,
  

  Thank you for the opportunity to again explain Ms. ****** royalties. Below is a point by point response to her claims.
  

  There is only one page and supplier for my book on Amazon, and it clearly shows my name with iUniverse as the publisher.
  

  As stated in our previous response, we are unclear what the book listing on Amazon has to do with the issue that ************** has raised.
  

  They are the ones who supply the books.
  This is not correct. iUniverse does not supply books to anyone. Books are printed only when ordered and are printed by our printer, Lightning Source.Again, iUniverse does not supply books to anyone.
  

  I have attached pictures of the page, and the photo of the back of my book. I also took pictures of the 2nd to last page of the book. I attached picture to show that the book was delivered by Amazon prime.
  The printer information that ************** provided shows that the book was printed on May 22, 2022. That means (1) the book is a used copy, (2) that sale was already reported to us in June of 2022 and (3) ************** was already paid royalties on this book in the second quarter 2022 payout, which occurred on August 30, 2022. (Payment history was included in our first response).
  

  My contract with iUniverse was that they would pay me my royalties quarterly. But they did not even pay any quarterly royalty from Q2, Q2, or Q3. They claimed no sale.
  ************** has been paid every quarter that sales were reported to us.Again, payment history was included in our first response.
  

  There were no sales reported to us for the first and second quarter of 2023 so there were no royalties to pay.
  

  We will break this down so that it is clearer for **************.
  

  There were no sales reported to us for the first quarter of 2023 and ************** has provided no proof of sales for the first quarter 2023. As stated in our first response, bold added for emphasis, As for the March order, it was placed on March 31 and would not have shipped until April (orders are reported by ship date, not order date). This falls into the second quarter of 2023.
  

  There were no sales reported to us for the second quarter of 2023 for two reasons:
  The April order has been proven by ************** to be a used copy, as stated above.
  

  The other two order confirmations that ************** sent were for orders placed in May of 2023. As stated in our first response, sales routed to our printer, Lightning Source, are reported to us approximately 2 months after the sale occurs.

  Two of the order confirmations were orders placed in May, which would mean that they would be reported to us in July, which is the third quarter We went on to say in both of our previous responses there were sales reported to us for the third quarter 2023. This means that the two May orders were reported in the third quarter. The third quarter 2023 statement is now on Ms. ****** author center for her to view and the payment was sent to her bank on 11/30/23.
  

  We are not sure how to be any clearer on this.
  

  ************** has been paid for all reported royalties and for all royalties that she has provided proof of.
  

  In closing, the printer information from the back of the book that ************** provided shows that the book ordered in April 2023 was printed in May of 2022, meaning it is a used copy and that royalties were already paid on that book. The other two orders confirmations that ************** sent were reported and paid in the third quarter 2023. ************** can find that statement on her author center. The payment was sent to her bank on 11/30/23.
  

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

• Initial Complaint

  Date:11/13/2023

  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.

  On Jun 8th, 2023, I entered into an agreement ( Achievers pkg) with Arshway. It is today Nov 13th, 2023 ( over 5 months) and I have yet to receive a finished product, or anything remotely to finished. I was told by ************************* ( initial selling contact ) that my work could be done in as little as 2 months. In addition, *************************** ( Concierge ) has been difficult to reach for any explanation. I have requested a ************* for a phone call from **************** on multiple occasions, to no avail. I am a senior citizen who is disabled and on a budget, in good faith, I gave in its entirety, almost **** immediately to *******, and my mental/emotional health h is being jeopardized by *******'s lack of response. I use this platform as a last resort, for I have exhausted myself trying to communicate with anyone from Archway. I plead that my work be finished or refunded. All I am asking for is what I was promised. It is sad and frustrating to be experiencing this. I implore that Archway does the right thing and completes its contract. Thank you. ***********************************

  

  Business Response

  Date: 11/15/2023

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

  **************** purchased the Achiever publishing package along with an editing package that included a line edit, quality review of the line edit, and a cover copy review.
  Once Archway received the manuscript, it was sent over to the content evaluation team to review. There were instances of libel and copyright throughout the manuscript.After some changes on Mr. ******* part, these were fixed and the manuscript was sent to the editing team.
  

  In looking through the notes on the account, the concierge assigned to **************** was always within the 1-2 day timeline with responses. However,the manager over the production team has been in contact with **************** and will be directly working with him moving forward. They have been in correspondence over the last few days and seem to be moving in the right direction.  All of Mr. ******* concerns have been addressed and the steps to move forward have been discussed via email.
  

  We apologize for the timeline that was provided as it was not accurate in this case.  **************** also purchased a two part editing package that adds to the timeline that was provided.  In addition, the timeline that was given does not include any issues with the content evaluation of the book or any corrections that need to be made after the proofs are supplied to ***************.  
  
  In closing, **************** has exchanged emails with a new point of contact within the company. All issues mentioned have been discussed along with a resolution.
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 11/16/2023

  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.]

  The response is inaccurate.

  1. The timeline delay has been no fault of mine.

  I provided Arshway with all the information needed,  including a clean edited draft without libel potential at the very beginning.  

  2. The concierge may have made notes on emails, but I requested calls repeatedly during a 5 month period that were ignored. 

  3. Indeed, a manager has been in contact with me. For the last few days, the manager  has been addressing the issues that have taken 5 months. 

  4. *******'s response infers that the time-line was not accurate because of some negligence or timing on my part ( due to editing issues )  this is absolutely and unequivocally false. I have provided Arshway, from the onset,  with impeccable timing all the necessary documentation. 

  This response is essential  in order to clarify that this is not a false complaint. It is tragic when the consumer who complies with a contract is given the fault by the company ( in the case Arshway)  by not accepting responsibility. Unfortunately, *******'s response is not  truthful, it is three quarter false. However,  having clarified the points in *******'s response for the purpose of truth and accuracy, I will applaud their attempt to rectify the issue as of recent with the new manager/concierge. It is human to err , and I in lieu of the latest events, I remain hopeful.  Thank you BBB for giving a consumer a voice. 
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:10/25/2023

  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 purchased a Publishing package on Monday Dec. 28, 2020 at approximately 12:50:03 PM PST :AUTHOR AGREEMENT ********. I have tried to meet in person in 2021 after the pandemic, and have tried for assistance over the pH on several occasions. Everytime, I have a new project coordintor. Today, on Wednesday Oct. 25, at approximately 12:04:00 PM PST I called to talk to my coordinator which was named Charm ****** Ext ****. I was told once again that my coordinator has changed to ************************* and then I asked to leave a VM. At which she was not expecting, and transferred me to a robot after she left me on hold for 3 min. I would like my money back. They erased the agreement as the photos will show.

  

  Business Response

  Date: 10/26/2023

  Dear BBB,
  Thank you for the opportunity to explain what has transpired with **************** project.
  

  On December 28, 2020, Ms. ***** purchased the Empower publishing package for the discounted price of $3359.40. She chose to pay for this using a four installment payment plan, which added a non-refundable $75 payment plan fee. She made the first payment of $914.85 that same day. She made the subsequent payments of $839.85 on January 28, 2021, February 28, 2021, and March 28, 2021.
  

  She signed and returned the Services and Distribution Agreement on December 29, 2020. It is attached.
  

  In March 2021, Ms. ***** requested to meet staff in the *********** office to submit her materials. She was told that staff was not in the office, due to the pandemic. She requested to have a Zoom call with staff,which is not a service that we provide.

  She said she was unable to provide her materials electronically.  It should be noted that staff is still not in the office since the pandemic; all production staff are remote. Ms. ***** has yet to submit any materials.
  

  Ms. ***** has had a few different check-in coordinators over the last three years. That said, it has no bearing on the service that she has been and will be provided. The assigned coordinators have continued to follow up with Ms. ***** about the submission of her materials.
  

  We are unclear what Ms. ***** is claiming when she writes They erased the agreement as the photos will show. There were no photos attached to her filing that showed the erasing of agreements. And as stated above, her signed Services and Distribution Agreement is attached to this response.
  

  Because she purchased her publishing package in 2020, she is ineligible for a refund as she is over the 90 day timeline, stated in the signed Services and Distribution Agreement:
  If You terminate the Agreement, or if We terminate the Agreement either for Cause (as defined below)at any time, or without Cause after We have fulfilled the Publishing Services and ********* Services, Refunds will be issued as follows:
  For Publishing Packages:
  o Prior to submission of Your Manuscript:
  **** 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
  
  Ms. ***** has made no previous request for a refund. This is the first we have been made aware of her wanting a refund. As stated in her response, she phoned yesterday,requesting information on how to submit her materials. We are unclear why she did not approach Balboa Press staff first with this request.
  
  Ms. ***** can submit her materials electronically by emailing her current check-in coordinator, *************************, at ************************************ if she has them on a flash drive, CD, or other electronic method, she can mail that item to our *********** office at:
  
  Balboa Press
  *******************************
  ***********,** 47403
  
  We do not accept hardcopy materials without the author having to pay for data entry or photo scanning (if applicable).
  
  In closing, Ms. ***** has yet to submit any materials. Because she purchased her publishing package almost three years ago, she is ineligible for a refund, in accordance with the signed Services and Distribution Agreement. She can submit her materials to her assigned check-in coordinator.
  
  Sincerely,
  
  ***************************
  Global Director Author Satisfaction

• Initial Complaint

  Date:10/24/2023

  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 am a self published author who was manipulated into purchasing marketing services upon the release of my book though Authorhouse. I was promised a long list of services, including impressions and advertisements on major platforms such as Amazon and the ** Times. I purchased two packages, each costing several thousands of dollars. I was told upon agreeing to the services that once the packages were paid in full the services would be provided. After months of back and forth, requests to submit the same paperwork over and over again several times, weeks and weeks in between email responses I would like a comprehensive list of what I was offered and documentable proof of what was provided as well as a full refund for a ** Times advertisement that was never provided.

  

  Business Response

  Date: 10/27/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to ****************** concerns regarding marketing *******s purchased for her book, Securing the B.A.G.
  
  As stated in her filing, **************** placed two separate orders for marketing *******s. On February 27, 2023, she placed the order for the Online Booksellers Advertising ($1,999),Extended Amazon Advertising 1M Impressions ($1,999) and the ********************** ($699). She elected to pay in automatic monthly installments, which added a non-refundable payment plan fee of $75 for a grand order total of $4,772. The final payment for these *******s was made on April 27, 2023.
  
  The second order was placed on March 14, 2023, for The New **************************** ($5,899). Once more, **************** selected a payment plan, which added a non-refundable $75 payment plan fee for a grand order total of $5,974. The final payment for this ******* was made on May 14, 2023.
  
  The Online ******************************* is comprised of two parts: an Amazon ad and an ****** iPage ad. The Amazon ad has been fulfilled, and the Extended Amazon Advertising 1M Impressions ******* is currently running. As described in the name of the *******, it will last until one million impressions are achieved. A post fulfillment report was sent to **************** on September 21, 2023 for the Amazon ad (copy attached). The ****** ad she approved is ready and in queue to launch, as is the ********************** which optimizes online searches by using improved metadata. 
  
  Regarding the New York Times *******, we received the necessary approvals from **************** on March 20, 2023 and July 11, 2023. The ads are currently in queue to run.Services that rely on third party businesses for completion typically have extended timelines. Run dates for ads are greatly affected by the volume of submissions received by those companies. Section four of the Services and Distribution Agreement signed by **************** on February 8, 2023 states that once fulfillment of a ******* has begun, it is no longer eligible for refund;however, because of the circumstances described by **************** in her filling,we are offering a refund of The New ****************************. A copy of the agreement is attached for reference.
  
  In closing, we apologize for the extended timelines that have occurred with some of the purchased *******s. We have asked that those remaining be prioritized and, as requested, will be processing a refund in the amount of $5,899 for the New York Times *******. The refund will be credited to the original credit card used for payment in **** business days.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:10/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Author House to publicise my book A Dagger for *********************************. This included services such as representation at book fairs (including the ****** Book Fair) and advertising with the New *********** Author House failed to place adverts with the New ********** and **** Exhibitions told me that Author House was not represented at the ****** Book Fair.

  

  Business Response

  Date: 10/26/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to ************************** concerns regarding the New ******************** and Book *************************** services he purchased for his book.
  
  On August 20, 2021, ************************ placed an order that included The New ******************** service (********), the Book *************************** service (1,519.20)and the *************************** (********). He elected to pay in automatic monthly installments, which added a non-refundable payment plan fee of ***** for a grand order total of ********. The final payment was made on October 20, 2021.
  
  In his filing, ************************ specifically refers to the ****** Book Fair, which was part of the ********************* The book fair occurred April 5-7, 2022, and his book was exhibited as described in the service. On April 13, 2022, a fulfillment e-mail was sent by his marketing representative that included a link to view the book fair catalog. For reference, images of the catalog cover and page that includes ************************** book are attached. Our marketing team confirmed that our book show partner is *********************. **** Exhibitions may not have accurate information regarding our titles, as they do not work with our team.
  
  In regards to The New ******************** service, we submitted the ads to them for ************************* book in March of 2022. Unfortunately, they notified us that they had rejected the title due to the image on the cover of a woman wielding a knife. A refund request was entered into our system and one of our representatives was assigned to contact ************************ to schedule a replacement service.  After reviewing our communication logs, we were unable to see that this occurred. We sincerely apologize for the delay in processing his refund.
  
  After reviewing ************************** account, we found that a second service was also rejected due to the cover image. We will also be processing a refund for the ******************************************** originally purchased on March 17,2022 for 701.
  
  In closing, refunds for the New ******************** and ************************ services will be processed in **** business days and paid via wire transfer to ************************.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 11/09/2023

  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 regret to inform you that I have not received a refund. 

   *************************** of Author Solutions promised that a refund would be paid with 7 to 10 days. I have now waited 14 days.

   If they claim that a refund has been sent, they will be able to provide evidence of this whch will allow my bank to place a tracker on the transaction.

   

   

  ---------- Forwarded message ---------
  From: *************************** <***********************************>
  Date: Thu, 26 Oct 2023 at 13:09
  Subject: RE: C-******* *****************************
  To: ***************************** <*************************>

   

  Good Afternoon

   

  Yes as noted below your banking details have been submitted and please allow **** days for it to posted in your account

   

  ***************************
  Global Director-author Experience

  
  Author Solutions
   

  1663 *************
  ***********, ** 47403
  P: ************
  ***********************************

   

   

  From: ***************************** <*************************>
  Sent: Thursday, October 26, 2023 5:59 AM
  To: *************************** <***********************************>
  Subject: Re: C-******* *****************************

   

  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.

   

  Dear ******

   

  Are you able to confirm that the refund has been submitted?

   

  Many thanks

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

   

  On Wed, 25 Oct 2023 at 18:27, *************************** <***********************************> wrote:

  Thank you. This has been received. I will have submitted today. Please allow **** business days to post  

   

   

  ***************************
  Global Director-author Experience

  
  Author Solutions
   

  1663 *************
  ***********, ** 47403
  P: ************
  ***********************************

   

   

  
  

  

  Business Response

  Date: 11/10/2023

  Dear BBB

  We apologize for the delay. The transaction detail is attached. This was part of the **** release what was done this morning. 

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

   

  Customer Answer

  Date: 11/14/2023

  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:09/19/2023

  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.

  On Friday September 8, I purchased a publishing package from this company for $1,799 and was told that on Monday I would hear from someone in the production services who would send me an email with an attachment explaining how to forward my manuscript to them. A week and half later, I called to finally get ahold of *** who apologized etc. and then sent the email. When I saw the document that had to be submitted along with my manuscript, along with the difficulty of getting in contact with anyone in the company, I decided to not publish with this company. I would prefer to just do it all myself. Therefore, I immediately requested a refund of my money. My consultant, ****** Factor tried to get me to work with another person in production, but I told him no, I wanted a refund. Since then I have gotten nothing but a run around from this company, my emails and phone calls are not answered, I did miss one call, but that was the only attempt made in over a week. He could have sent me an email to explain the status of my refund. I did not send my manuscript or the document to go with it, this company has done no work on behalf, therefore, it should not be a problem to send a refund ASAP!

  

  Business Response

  Date: 09/21/2023

  Dear BBB,
  
  Thank you for giving ******** the opportunity to respond to Mr. ****** complaint.
  

  ************** purchased the Journey publishing package on September 7, 2023 in the amount of $1,799.00.  This was paid in full on that date.  The project was then assigned to a Check-in Coordinator.  Unfortunately,that assigned representative was out of the office due to unexpected circumstances.  However, she did reach out as soon as she was able to. We sincerely apologize for this delay in communication. The normal turnaround time on the Check-in Coordinator communicating with their initial call/email is ***** hours. 
  

  On September 18, ************** spoke to the Publishing Consultant regarding his concerns.  It was clear that ************** did not want to continue with the publishing process so a refund request was noted on the account. The refund request was sent over to the management team to review.  It was researched and after looking through the history of the account, it was deemed eligible for a refund.
  

  The refund has been approved and the credit will appear on Mr. ****** credit card within 5-7 business days.
  In closing, Mr. ****** refund request has been approved and he will be credited the full purchase price of $1,799.00.  We apologize for the delay in the refund.
  

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

  Customer Answer

  Date: 09/21/2023

  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:09/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have not completed StepDateStatus Author Review Revised Softcover IncludedOpen Feedback for Author Copy OrderOpen Author Review Hardcover DesignOpen Feedback for Author Copy OrderOpen Author Review Interior Revisions IncludedOpen

  

  Business Response

  Date: 09/21/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to Mr. ********* concerns.
  
  Mr.********* book was published on February 14, 2023. The services he listed in his filing appear as open in his Author Center on our website. After checking his account, we were able to see that the specified open services are simply placeholders listed for administrative purposes. He provided his final approval for publication of his book on February 9, 2023, by executing his electronic signature on the required approval forms (copies available upon request). The signing of those forms marks the completion of the publishing process. This information was communicated to ******************** on August 21, 2023, during a phone call with one of our representatives.
  
  When ******************* purchased his publishing package in January of 2022, he agreed to the terms and conditions of the Services and Distribution Agreement. He signed the agreement on January 27, 2022 via electronic signature (copy attached). Section four states that once we receive final approval for a project, it is no longer eligible for refund. Because Mr. ********* book has already been published, we are unable to offer a refund for the publishing package.
  
  In closing, the open services listed in Mr. ********* Author Center are there for administrative reasons and have no bearing on the status of the book, which has been available for sale since February 14, 2023.  
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:07/31/2023

  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.

  1st date of transactions was on February 1, 2023. I purchased premium publishing package for $2500. Then consultant called perhaps a day or 2 later and asked me to send a copy of my incomplete manuscript. Next day, he calls me with a Directors cut package, said my book had a lot of potential etc. So signed up for that $22,898 in 3 payments. Then in 3/2023 was called again and offered another package to include Producer's pkg to hire screen writer, consultant removed the exhibit display from previous package saying hiring screen writer was more important, $8183. I submitted completed manuscript on 4/16/23. A few days later I was approached about audiobook conversion, $9294 in 3 installments. 5/28/23 book was published , then I was approached about a bookstores pitch pkg. $8298. Around 6/2/23, I received and returned approval docs for most of the pkgs, as everything was fully paid for except audio book and bookstores pitch. Weeks went by and I heard nothing.They Finally got website together yet I hadn't received any of the marketing accessories promised to me. So called and asked to speak to a supervisor as my consultant never returned any calls and barely answered my concerns via email. So as I continued to call, as by end of June, audio book was paid and still no progress made on the launching of my book to the media outlets etc.. Finally got to speak to a supervisor who said he would be taking over as they claimed that they hadn't received any of my docs so I resent them to the consultant and the supervisor. I made it clear that I didn't want to deal with the consultant I was assigned. All I can say is i'm totally dissappointed with this company and regret hiring them to help me publish my book. My total debt is $51,173. They will not live up to their agreements and i've lost money. I wish I had said no, yet they promised so much potiential for my book and have yet to deliver all of the services that I have paid for thus far.

  

  Business Response

  Date: 08/08/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to ******************* complaint.
  

  ****************** is correct in saying that she did purchase a publishing package.  She also purchased marketing services in different transactions. 
  

  Attached to this response is a full list of the marketing services and the status.  Several of the services are currently running or at the printer before shipping to *****************. Two of the services are with ****************** for review the Pacific Book Review and the US Review of Books. Once we hear back on those, we can move to the next steps. If she has any questions on those two, please let us know.  The last five services were on hold due to a declined payment.  As a gesture of goodwill, we  have waived the final payment and services will resume.
  

  Most of the services could not be started until the book went live at the printer (May 31, 2023). The reason for this is most services require cover images, completed manuscript, or the book available for review.Most of them also have a questionnaire that must be completed and returned to start the service. In addition, most of the services work in a queue so they are fulfilled in the order that they are received.  We apologize if there was any delay in these services.
  

  One of the services (Single Ad in *************** was not fulfilled. Because the advertisement is subject to the publications own content and guidelines, the vendor has the option of rejecting it.  Unfortunately, this was the case with ******************* project.  ************ was traded for a different service (Single Slot Ad in the ** Times Book Review).
  

  ****************** purchased the package and additional ****** words. When the marketing team went to assign the audio book to a narrator, it was found that there was an overage of ***** words based on what was already paid for. As a goodwill gesture, we are waiving the fee for the extra words.
  
  In order to bring closure to this complaint, we are doing the following:
  Waiving the fee for the overage of words on the audio book.
  Assigning a new marketing services representative (already completed).
  Waiving the declined payment and proceeding with the services that are on hold. The hold was removed from the account and the services have continued where they left off previously.
  

  We apologize for any issues through the fulfillment of marketing services. 
  

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

  Customer Answer

  Date: 08/08/2023

  August 8, 2023

   

  Hello, 

  I would like to respond to the company's response to the service status.   I just received the book marks, business cards, postcards and posters.   In regards to the Pacific Book Review -Experess and the US Review of Books, which they state are with "author for review".   I haven't received any documents pertaining to this for  me to review.  

   

  Thank you, 

   

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

  Customer Answer

  Date: 08/08/2023

  August 8, 2023

  Hello, 

  in addition to the Services Statuses.  The single slot AD for Reader's Digest was replaced with an additional slot AD for the ** Times Sunday Book Review, which would give me to slot ads not 1.   Also I never received confirmation that the Press Release Essential - 500 campaign was running.  Only received confirmation for the Press Release Essential - 100.   

   

  Thank you, 

  Customer Answer

  Date: 08/08/2023

  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'm not dissatisfied with the entire resolution.  There are a few items that are incorrect.  The Pacific Book Review - Express and the US Review of Books status states that they "are with author for review".  I haven't received these for review.   Also, the replacement for the half single slot Ad in Reader's Digest, was an additional slot AD in the ** Times Sunday Book Review.  Which would make ** Times Ad 2 slots.  

  I would like to respond to the company's response to the service status.   I just received the book marks, business cards, postcards and posters.   In regards to the Pacific Book Review -Experess and the US Review of Books, which they state are with "author for review".   I haven't received any documents pertaining to this for  me to review.  

  in addition to the Services Statuses.  The single slot AD for Reader's Digest was replaced with an additional slot AD for the ** Times Sunday Book Review, which would give me to slot ads not 1.   Also I never received confirmation that the Press Release Essential - 500 campaign was running.  Only received confirmation for the Press Release Essential - 100.   

   

  Regards,
  

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

  
  

  

  Business Response

  Date: 08/10/2023

  Dear BBB,
  

  Thank you for again giving us the opportunity to respond to ******************* complaint.
  

  We have reached out to the newly assigned marketing services representative and he has confirmed the following:
  An email was sent with a status regarding the two different book review services.  We are currently working on them and ****************** should receive them by the end of September.
  The email also contained the distribution list for both press release services (500 MO and 100 MO).
  

  The list of services provided includes two Single Slot Ads for the ** Times Sunday ******************** each being a separate service for a total of two.
  

  In closing, we are confident this clears up the additional issues/questions regarding the marketing services.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 08/11/2023

  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, to a certain extent.  I have reached out to the newly assigned consultant with my concerns.  Yes I have received confirmation on some of the marketing services issues I previously addressed in my original complaint.  Hopefully good communication will continure with the new consultant.  
  
  
  

  Regards,

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