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:03/01/2023

  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.

  I contracted with WestBow Publishing to publish a book for me beginning on 09-08-2023 for a total of $3899 for what they call their Bookstore Advantage plan. I paid that amount iand an additional fee for line editing services which totaled an additional $1278.02. Once the book was published, I discovered that there was a type-o on the back cover. I asked that this type-o be corrected in early January. The marketing representative I worked with also sold me an audio book service for the price of $3973.04 on 01-27-23. I contacted him on 01-28-2023 to alert him to the issue with the back cover. I also communicated this to several other employees. I did attempt to call customer service, but every time they either hung up on me or said they couldn't hear me. This had never been an issue and certainly wasn't when attempting to upsell me on other services. On 02-02-23 I received an email that stated I needed to complete a questionnaire to begin the process of fulfillment for the audio book service. I never returned this questionnaire as I decided I no longer wanted this service. On 02-03-22, I wrote him back and told him that I wanted to cancel this service and asked for confirmation of this request. I was told on 02-06-2023 that I would incur a $275 charge to change the misspelled word on my back cover from mater's degree to master's degree. I asked that the fee be deducted from the refund for the audio book services. I was initially told that they would waive the fee if it was error on their part. They then told me that since I missed the spelling error when I reviewed the cover, that I would be charged the $275 despite the fact that I sent them a file to put on the cover with the word spelled correctly. I was then told on ***** after both emailing and talking on the phone about the refund that the refund would be less than the author agreement stipulates. I have yet to receive confirmation or refund after multiple requests. Nobody will respond to me.

  

  Business Response

  Date: 03/03/2023

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

  ************** purchased the Professional Audiobook package and the conversion service along with the rapid release service to speed up the full process on January 27, 2023.  
  

  ************** requested a refund of the audio book services.  It was requested that the refund be processed with the exception of the amount to fix the issue on the back cover.  Because that wasnt something we usually accommodate, the request was sent to upper management.  
  

  The refund request was placed on the account. Unfortunately,there was some miscommunication on how to proceed with the request regarding the back cover and the work order to do so with the refund. We apologize for this delay in the refund of the audio book.
  Per the signed Services and Distribution Agreement (attached), individual services purchased **** days previously will be refunded at 100% of the purchase price LESS $150 or 10% whichever is greater.
  

  A refund in the amount of $3,465.74 was credited back to Ms.****** credit card on March 2, 2023 with transaction ID ********************************.
  Professional audio book service $1,609 ****** =$1,448.10
  Conversion service $1,964.04 ****** = $********
  Rapid release service $400 150 = $250
  1,448.10 + ******** + 250 = $3,465.74
  
  After reviewing the files used for the back cover, the textual issue happened on our end. We apologize for this mistake and we have alerted the post publication team in regards to getting this fixed.  An associate emailed ************** on March 1,2023 to confirm if there was only one issue on the back cover before proceeding to the corrections phase. We received a response from her and a new cover proof was emailed to her and she approved it.  The cover file is currently going through the final QA process before being sent back to the printer.
  

  In closing, ************** was refunded $3,465.74 to her credit card in accordance with the Services and Distribution Agreement. Westbow Press has fixed the text mistake on the back cover of the book at no cost to her.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 03/06/2023

  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:02/28/2023

  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 several marketing packages in order to promote my book, and they are all taking longer than expected. Worse, communication about the status of several orders has not been forthcoming in spite of my repeated attempts to reach out for information. Order #1: Kirkus Indie Review order was purchased on 10/20/22, and I signed off on it on 11/22/22, at about the time my book went to print. I was told that copies would be sent to ****** and that I should expect a 6-8 week wait, 10 weeks **** It is beyond 12 weeks now. I reached out on 2/2/23 and again on 2/17/23 and have had no response regarding the status. I do not have proof that my book was sent, and because of many other issues I would like to see documentation of that event. My account has been paid in full so that should not be a problem.On 11/21/22 I purchased Balboa's assistance in filing for *********************** Control number and the US Copyright registration. I realize that these take a long time--maybe up to a year--but because of the delays in actualization of other products I purchased I'd like to see proof that these services are in process. I reached out to ******************* on 2/14/23, and have received zero response. On 11/21/22 I also purchased Balboa assistance in placing my book on the Hay House online catalog. I don't understand why this would entail a lengthy process, but as of today, my book still is not there. I would like for this contract to be completed, or an explanation provided of why it has not yet happened. I reached out on 2/14/22 and like in all the other cases, have received no reply.

  

  Business Response

  Date: 03/06/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to Ms. ******* request to move forward with her marketing services.
  
  In October and November of 2022, **************** purchased several marketing services for her book. The Kirkus ******************** was purchased on October 20, 2022. We received her approval on November 22, 2022. Her marketing representative quoted a maximum wait time of ten weeks. This timeline can fluctuate depending on the volume of orders we have. Currently, it is taking around 135 days for the books to be sent to the vendor. Ms. ******* book is currently in queue and should be ordered before April 6, 2022 (135 days from the approval date). Once ****** receives her book, it can take up to 95 days for the reviewer to read the book and provide the review. Again, this depends greatly on their workload and current staffing situation. We apologize that her representative provided an inaccurate timeline. 
  
  On November 21, 2022, **************** purchased the U.S. Copyright Registration and ******************* Control Number (****) services. Once the purchase is confirmed and appears on the authors account, the average processing time is four months for the necessary information to be submitted. After receipt of Ms. ******* filing, we asked that this process be expedited and the application for copyright was submitted on March 2, 2023. The application for the **** was submitted March 3, 2023. She will be contacted once we receive notification that her applications have been processed.
  
  The Hay House Online ************************* was purchased November 21, 2022. The online catalog is updated quarterly. Unfortunately, because the service was not purchased in time to meet the deadline for the first quarter, her book will appear with the second quarter update ********
  
  In closing, we can assure **************** that all her marketing services are currently in the process of being fulfilled. The marketing representatives will be in contact with her as there are status updates for each service. We apologize for any confusion and thank **************** for her patience.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 03/06/2023

  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, but only because I can't tell if they are telling the truth this time or if I am being misled yet again. The apology for misrepresentation by Balboa representatives does not fix the long list of miscommunications I've had to sort through. They need to do better, but I don't think I can hold them accountable beyond telling my sad story far and wide.

  Also, I don't have a clue what they are talking about with reference to a book needing to be bought before Kirkus can review it. Who is doing the buying and why is there a queue line for that? It makes no sense to me, and I am sure I would remember if something like that had been explained before.
  
  
  

  Regards,

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

  Customer Answer

  Date: 08/09/2023

  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.]

  In Nov 2022 I requested, paid for, and signed appropriate forms for a Kirkus indie review of my book, through BalboaPress marketing options. I was told verbally that my book had been sent to ****** and that a review would take 60 - 90 days. I waited longer than that time, and called to ask progress, and was told verbally that it takes up to 100 days. In February 2023 I emailed ******************* to see what the problem was, and he replied that he would look into it. I have not heard anything since.
  
  Regards,
  
  *****************************

  
  

  

  Business Response

  Date: 08/10/2023

  Dear BBB,
  

  As stated in our previous response, **************** purchased the Kirkus ******************** in October of 2022. We received her approval on November 22, 2022. The timeline of this service can fluctuate depending on the volume of orders we have.Currently, Ms. ******* book has been ordered and is with the reviewer. After consulting with our marketing department, it is estimated that the review will be completed in mid-September.  Again,this depends greatly on Kirkuss workload and current staffing situation.
  
  We can assure **************** that her ************** is currently in the process of being fulfilled. The marketing representatives will be in contact with her once we receive communication from ******. We apologize for any confusion and thank *************** for her patience.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 08/15/2023

  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. 
  
  I will be satisfied when the product is delivered, not as per yet another promise. Furthermore I reject the language used by the Balboa representative. I have not misunderstood anything. Balboa has given me different versions of what I should expect at every step of the way. To suggest that this is my shortcoming is gaslighting and not acceptable. An apology for their miscommunications would be more appropriate. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/25/2023

  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 invested $48,200.00 in my book which was published in February 2022.******* says not a single copy was sold as of today. Todays date is 2/25/2023.Evidence that many copies were sold is that if you search the internet with:"Feel Better Live Better" ******************* and scroll down you will find my book was available but is now out of stock at ******* etc.On Amazon it is out of print. I purchased the last copy.My senior publishing consultant said in an email on November 2,2021 that So,if we sold 1 million copies in 2022 your earning will be $11,860,000.00 She underlined $11,860,000.00. Because of this I was shocked when four months after my book was published I was told by customer service that not one copy was sold.Thank you for reading ****

  

  Business Response

  Date: 03/01/2023

  Dear BBB,
  
  Thank you for the opportunity to explain the availability and royalties for ************* book.
  
  SUMMARY
  ************* is requesting to receive all royalties due to him. As outlined below,there are no due royalties, as no sales have been reported to us.
  He will, however, be receiving a full refund of all monies paid via mailed check within the next 7 to 10 business days. Once the check is ready we will send via *** and I will message him with the tracking
  
  DETAILS
  ************* has paid $48,200 for publishing and marketing services. ************** book was made available for purchase on February 2, 2022. He chose to cancel the book on December 16, 2022. There have been no sales reported to us through the fourth quarter of 2022 (October through December 2022).  Included in the publishing package is online distribution, meaning the books information is sent to online retailers. This is not proof of sales. The book being for sale on sites does not mean it is selling.  Amazon and other sites have the book listed as out of stock because of the aforementioned cancellation. If ************** purchased the book in the first quarter of 2023 (January or February), this sale should reflect on either the first or second quarter 2023 statement, depending on when it is reported to us. ************** was able to purchase the book after the cancellation because books already in the retail channel remain there until sold. This was told to him via email on December 19, 2022, when we sent the cancellation request to retailers. It said Due to our relationship with various printers and book distributors, physical copies of your book may currently exist within the book vending channels. It is possible that your books will still be listed as active in other online retailers until these copies have sold out. The email from the publishing consultant mentioned in his filing is slightly misquoted. The publishing consultant said ****** not 1 million and was a hypothetical situation, not a guarantee. It said Lets say we sold ten thousand copies It did not say that he would sell ten thousand copies. That said, we apologize for any confusion this caused.
  
  
  Sincerely,
  
  
  ***************************
  Global Director-author Experience

  Customer Answer

  Date: 03/02/2023

  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.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:02/18/2023

  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.

  Publishing with this company is a nightmare. The editing process lasted 6 months. Every month, I sent a request for an update and was told you can check back in a month. When I received the edited version, all revisions were dated the same day. Apparently done in a program like Grammarly. The book design was substandard, I had to redesign the entire book cover. At one point, I was told that I never directed the designer to make the changes that I had requested. I resent the forms showing that I did, in fact, request the changes. I approved the cover just to move on with the book. I was told that I would be notified when the book would be published. I learned of publishing when I accidentally found my book on Amazon with no notification or opportunity to market the book. I submitted a survey outlining all the problems. The survey wouldn't go through and no one would contact me about it. Marketing representatives called repeatedly trying to pressure me into a marketing package, which I eventually caved and bought. There were no marketing tools in place and no marketing plan other than to secure the sale. When I asked how many books this marketing plan would sell, I was told ****. I had to make the purchase within an hour, which is a high-pressure sales technique. Zero book sales resulted from this purchase. It took months to get the website designed and corrected while I was continuously told I hadn't requested the changes. It takes weeks and months to receive responses if they respond at all. I requested the names of the *** and ***** of ********* from my contact who refused to give them to me. I ultimately got the name and address by calling the main number. this too proved to be incorrect. as ******************************* later scolded me for using it because that person hadn't been there for years.I have not received my royalties to date. the book was published in December 2021. I have sent multiple complaints to the company with no resolution. .

  

  Business Response

  Date: 03/01/2023

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with Ms. *********** project. Below is a point by point response.
  

  The editing process lasted 6 months. Every month, I sent a request for an update and was told you can check back in a month.
  This is correct. The initial timeline quoted to ************************ was eight weeks. When she followed up, her expectations were reset when she was told via email on August 12, 2021 that due to restrictions placed on WestBow Press, there would be delays. She was told to follow up in a month. The following month, she was told that no timeline could be provided. In October, she was given a timeline of 2-3 weeks and that was met when the edited manuscript was emailed to her in November.
  

  That said, we can find no mention in Ms. *********** account that she had a specific deadline.
  

  When I received the edited version, all revisions were dated the same day. Apparently done in a program like Grammarly.
  We are unclear what the significance is of the edits being done the same day. If it is because the process took six months, the editing of Ms. *********** manuscript did not take six months. As she was told via email on September 16, 2021, manuscripts are edited on a first-come-first-serve basis so the manuscripts submitted before hers were edited before hers. Again, the editing of her manuscript did not take six months; getting through all the submitted manuscript before hers took six months.
  Our editors do not use Grammarly to edit manuscripts.
  

  The book design was substandard, I had to redesign the entire book cover. At one point, I was told that I never directed the designer to make the changes that I had requested. I resent the forms showing that I did, in fact, request the changes.
  We are sorry to hear that *********************** did not like the book design. She made one change to the interior and approved it after the change was made. As for the cover design, she requested changes and they were not made to her specification, which is quite common in self-publishing. Her publishing services associate did say that what she was requesting was not in her corrections sent. When she pointed out that they were, he corrected himself. This did not slow the process and *********************** did not seem to be bothered by it at the time. The changes were made and she approved the cover.
  

  Westbow Press is a self-publishing company, meaning that authors are required to provide both instructions on creating the cover and corrections when needed.
  

  I approved the cover just to move on with the book.
  We are unclear why ************************ would approve something that she was not happy with. When she approved the cover, she never mentioned that she was unhappy with the revised cover or that she was approving begrudgingly. Her email said Hello! Wonderful. Ok I am agreeing to both the interior and the cover that you sent this morning. Please let me know the next steps.Again, there is no mention that she was unhappy with the approved cover.
  

  There is no limit to the amount of corrections that an author can make. Because of this, we are unclear why ************************ would approve the cover without being satisfied with it.Again, there is no mention in her account that she was on a deadline.
  

  I was told that I would be notified when the book would be published. I learned of publishing when I accidentally found my book on Amazon with no notification or opportunity to market the book.
  She was told that her book was being sent to the printer and that it was likely that it would be available before she got a copy herself. ************************ was told via email on December 7, 2021 The production stage for your book is complete, and we are sending your files to the printer for set-up and distribution. Once the printer accepts the files you have approved, your book will be live and available for purchase. We will send your book information out to the retail channels and they will begin the process of listing your book.This means that your book could be listed for sale at online retailers before you receive your first copy. The email went on to say You should start telling your friends and family about your book and post the news on your social media accounts. While this doesnt provide a specific date it will be available (because that information is not provided to us), this email is pretty clear that the book would be available shortly and that she should start telling people as much.
  

  I submitted a survey outlining all the problems. The survey wouldn't go through and no one would contact me about it.
  Surveys are only available for a certain amount of time-typically a week after the new month starts. Therefore,if ************************ waited too long to respond, the link would have expired.
  

  We could find no notes in Ms.*********** account that she had issues with the survey. And since her filing does not say who she contacted about the issue with the survey, we cannot investigate further.  If she replied to the email sent, that would have gone to the customer support inbox and forwarded to the survey staff. Neither group have record of receiving an email from ************************ about the survey.
  

  Marketing representatives called repeatedly trying to pressure me into a marketing package, which I eventually caved and bought.
  The job of marketing representatives is to contact authors about marketing services. Authors are under no obligation to purchase additional services.
  

  There were no marketing tools in place and no marketing plan other than to secure the sale.
  Marketing fulfillment does not begin until after the book is available for purchase.
  

  When I asked how many books this marketing plan would sell, I was told ****. I had to make the purchase within an hour, which is a high-pressure sales technique.
  We cannot pull the calls to verify this claim. However, if ************************ felt it was a high pressure sales technique, she did not have to purchase the service. Again, authors are under no obligation to purchase additional services.
  

  Zero book sales resulted from this purchase.
  Ms. *********** signed Services and Distribution Agreement, attached, states in Section 6. Disclaimer of Warranties:SALES ARE NOT GUARANTEED. WE CANNOT CONTROL THE SUBJECTIVE PURCHASING DECISIONS OF CONSUMERS OR BOOKSELLERS.WE CANNOT AND DO NOT GUARANTEE SALES OF THE WORK. WE MAKE NO GUARANTEES OR PROMISES AS TO THE MINIMUM SUCCESS OF THE SERVICES OR THE AMOUNT OF BOOK SALES WHICH MAY RESULT FROM ANY OR ALL OF THE SERVICES.
  

  While it cannot be said whether they were directly related to the marketing service, ************************ has had sales.
  

  It took months to get the website designed and corrected while I was continuously told I hadn't requested the changes.
  There is no set timeline for the completion of an author website, nor was one provided to ************************. It took approximately three months for the website to be finished and approved by ************************. This is because she made several rounds of corrections, which each take a week or more to complete, depending on the quantity of corrections,the workload of the designers, etc. She continued to request changes even after the website was live. Again, each of these takes time to complete.
  

  I requested the names of the *** and ***** of ********* from my contact who refused to give them to me. I ultimately got the name and address by calling the main number. this too proved to be incorrect. as ****************************** later scolded me for using it because that person hadn't been there for years.

   Our customer support staff do not provide contact information for executive level employees. I am the point of contact for those authors wishing to speak with executives.

  I have not received my royalties to date. the book was published in December 2021.
  ************************ has not been paid her royalties because her account is on hold. In 2014, her husband published a book with WestBow Press. In 2016, he requested that the royalties be transferred to her. That was done. Then in 2017, she requested that the royalties be transferred back to her husband. That was done. (Forms attached) When these royalty reassignments are done, the old royalty recipient is placed on hold so that no royalties are paid to the incorrect person. This means that Ms.*********** account has been on hold since 2017. When she published her book in 2021, there is no trigger that alerts the system to remove a hold. The hold has now been removed. Since ************************ has provided bank information, she will be paid her due royalties in the first quarter 2023 payout, which occurs in late May/early June.
  

  I have sent multiple complaints to the company with no resolution.
  ************************ did send a letter addressed to a former *** but there were no action items in her letter, nor was she requesting anything. It was simply a statement of issues she had during the fulfillment process.  She sent a follow up letter and that is when I contacted her. I apologize for the lack of follow up and resolution. If she felt I scolded her I certainly apologize.  
  
  ************************ is requesting a refund. However, she does not elaborate for which service she is requesting a refund. The book production was completed in 2021. The book was made available with her approval to the cover, interior, and book pricing. All marketing services have been fulfilled, as with the book, with her approval of all of the services.
  
  As stated in the attached Services and Distribution Agreement in Section 4. Termination & Refunds:
  For Publishing Packages:
  After You have given final approval of the Work:
  No Refund
  
  For individual Services (not included as part of a Publishing Package):
  After We begin fulfillment of individual Service(s):
  No Refund
  NOTE: Fulfillment of a Service occurs either when You return the author questionnaire, whether or not completed fully or correctly, or when We or a Contractor begin work on the Service, whichever occurs first.
  Therefore, we respectfully decline Ms. *********** request for a refund.
  

  In closing,
  While the editing process took longer than what we originally quoted to her, we reset her expectations and explained that it would take a while to get through the manuscripts ahead of hers.The actual edit of her manuscript did not take six months. The timeline to finish the editing has no bearing on the quality of the service, nor does she mention displeasure with the quality of the edit.
  We are unclear why ************************ approved a cover that she was unhappy with, especially given that she did not express her unhappiness when approving the cover.
  ************************ was told when the book was being sent to the printer.
  We can find no mention in her account that she contacted us about her issues with the survey.
  ************************ was under no obligation to purchase marketing services. We provide no guarantee of sales on purchased services.
  There was no timeline provided to ************************ for the fulfillment of her website. She sent multiple rounds of corrections, which take time to complete.
  Royalties have not been paid because her account was on hold. The hold has been removed and she will be paid in the first quarter 2023 payout.
  ************************ sent a letter to a previous *** that included no action items so it was not initially responded to. When she sent a follow up, I reached out to her.
  ************************ is not eligible for a refund. The book and marketing services were fulfilled with her approvals. As stated in her signed Services and Distribution Agreement, after the approval of services, no refund will be granted.
  

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

  Customer Answer

  Date: 03/02/2023

  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 
  
  
  

  ****************************** paints a pretty picture of a company that complies with the authors wishes. In actuality, it is like pulling eye teeth to get anything accomplished. Often it seemed like they were deliberately sabotaging the work. It is good that they admit they can NOT provide the services in the promised amount of time. 
  
  
  I do not understand how my account could have been on hold from years before I contracted with WestBow to publish my book. This was a new account. Why wouldnt someone have mentioned this issue if it had anything to do with my new account?
  
  
  If my account was on hold, why wouldnt ******************************* have mentioned this issue during one of our three phone conversations? When he in fact, argued that I had been paid. He cited the author page repeatedly saying it had been done, yet now claims it was my fault I have never received the royalties. 
  
  
  When I focused ****************** attention to the issues of non payment and high pressure sales he stopped returning phone calls and emails. 
  
  
  I have tried for over a year to resolve these issues speaking with multiple employees who each promised they would take my concerns to the *** and would call me back. No one ever did. They use high pressure sales techniques throughout the entire process and avoidance to escape their responsibility. ***************** advised not to succumb to these high pressure sales techniques, but that is how they operate. It forces people into purchasing their product. Hence, This is why high pressure sales are illegal. 
  
  
  I was hoping that this company would correct their wrongful business practices. But, they have not made any effort to do so. 
  
  
  Consumer beware! Dont fall victim to this company!

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

  
  

• Initial Complaint

  Date:02/16/2023

  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 published a book a book called Intimate Emotions by ******************************* February 2022 I would like my money refunded back to me due to they were supposed to be having other companies buy the ******** I paid out a lot of money for this and I would like a full refund.

  

  Business Response

  Date: 02/17/2023

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

  ****************** purchased the Full Color Basic publishing package along with standard copyediting services on October 25, 2021.  In addition, he purchased the Press Release Essential, Web Designer Starter, and SEM 250 clicks.
  

  ****************** approved the interior and cover files and the book files were sent to the printer on January 29th, 2022. The marketing team completed all marketing services between March and May of 2022.
  

  Included in the publishing package is online distribution of the book. This means that the book is available for purchase directly through Xlibris along with many other online retailers. This does not mean companies buy the book.  Unfortunately, sales are not guaranteed. We cannot control the subjective purchasing decisions of consumers or booksellers.
  

  Because the publishing service and marketing services were completed, we are not able to process a refund. The Services and Distribution Agreement is attached.  Section 4. Termination and Refunds states the following: No refund after the final approval of the work in regards to the publishing package.  As mentioned previously, the approval was given by ****************** on January 29th,2022.  No refund for individual services (marketing services in this case) after we have begun fulfillment. These services have all been completed.
  

  In closing, Xlibris completed all services and a refund is not possible per the signed Services and Distribution Agreement.
  

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

• Initial Complaint

  Date:02/08/2023

  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.

  They told me that I would have the books that I paid $8000 for by January 3-4, when they arrived, all 50 books had something foggy on the cover. When they sent replacements, they sent replacements of a file that we had corrected months before only they didnt update it so they sent me 50 copies of a book that I never approved without the corrections that I paid for. Then wouldnt replace them with the correct file, no one will answer my emails. Earlier, I was told Ill have to wait until February 10 when the same books that were printed as the first defective shipment was printed with stuff all over 4 boxes of books covers is received at the warehouse. I have no reason to believe that those other **** books arent in the same condition as the 4 boxes I received considering they were printed at the same time with the same printer. I have stores and customers that I promised that I would have books the first week of January. I need replacements ASAP and they will not send them to me. Here it is the second week of February and I still have no books. Very unhappy and dissatisfied with Archway Publishing.

  

  Business Response

  Date: 02/09/2023

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with Ms. *********** book order.**. ********** purchased an offset book order. Offset printing is commonly used in traditional printing, allowing books to be printed in bulk. It allows more options for design and print flexibility, including printing at a higher resolution, more paper options and additional trim size options, than our standard *** (print on demand) printing. It also lowers the author price.

  The offset books order was **** books. Fifty of those books were printed and shipped directly to her; the other **** were printed and are being shipped to the warehouse, where the books will be held and shipped out as orders are placed.
  

  Ms. ********** writes when they arrived, all 50 books had something foggy on the cover. The 50 books shipped to Ms. ********** had water damage, which is not uncommon during winter months.Damage during shipping is not something that we can control but we are willing to replace books that are damaged. This was done in Ms. *********** case. The 50 books were replaced at no cost to her.
  

  She goes on to say When they sent replacements, they sent replacements of a file that we had corrected months before only they didnt update it so they sent me 50 copies of a book that I never approved without the corrections that I paid for. Because she wanted them quickly and the bulk order of offset books had not reached the warehouse, the replacement books were printed from the *** file. The changes Ms. ********** made to the offset book were not made to the *** book so the spine text of the *** cover is different than that of the offset book. Unfortunately, this was not explained to her prior to the books being shipped to her. For this, we apologize.
  

  Ms.********** writes Then wouldnt replace them with the correct file, This is not correct. She has not been told that we would not replace the books. In her own words in her filing, she goes on to write I was told Ill have to wait until February 10 when the same books that were printed as the first defective shipment was printed with stuff all over 4 boxes of books covers is received at the warehouse. On January 22, 2023, ********************* told Ms. ********** via email that the books could be replaced. And on February 2, 2023, ******************* emailed Ms. ********** Your offset order is estimated to arrive at the warehouse on Friday, Feb. 10. At that time we can have copies shipped from the warehouse to you and any customers that are expecting to receive an offset copy. As evidenced from this statement, she has been told that the replacements would be sent.
  

  no one will answer my emails. As shown above, Ms. *********** emails have been answered.That said, ************** has been out of the office the week of February 7th so if she is emailing him, she will not get a response. It should be noted that ************** does have an out of office notice on, which Ms. ********** would receive if she emailed him.
  

  I have no reason to believe that those other **** books arent in the same condition as the 4 boxes I received considering they were printed at the same time with the same printer. The damage to the books was done by the carrier, not the printer. Therefore, the bulk order will not have damage to them, unless the carrier again damages them in transit.
  

  She writes I need replacements ASAP and they will not send them to me. Again,Ms. ********** has not been told that we would not send replacements. She has been told on at least two occasions that we would, as noted above. She has been provided the estimated arrival date of the bulk order to the warehouse and told that her replacements would be shipped to her after that. Replacements cannot be sent prior to that because there are no books to provide to her.
  

  In closing, Ms. ********** received offset books that were damaged in transit. Because she wanted them quickly,replacement books were printed using the *** file. This file was different than the offset file. Unfortunately, this was not explained to her prior to receiving the books. We apologize for the lack of information. Ms. ********** has been told several times that the 50 books will be replaced as soon as the bulk order arrives at the warehouse, which is estimated to arrive on February 10, 2023.
  

  Sincerely,
  ***************************
  Global Director Author Solutions

• Initial Complaint

  Date:02/06/2023

  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 for a ************ Advertising Books on air with *************************** and ************************* on December 19, 2022, and I have not received any service. During the month of December, I was told via email that someone would contact me within 1-2 weeks to set up a phone interview and to date, no one has contacted me. Therefore, I am requesting a refund for no service.

  

  Business Response

  Date: 02/10/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to Ms. ******** request for a refund of her marketing services.
  
  On December 19, 2022, ****************** purchased the Radio ***************** for $1,500 and the ******************************************* for $900. The total for the order was $2,400, which she paid in full at the time of the order.
  
  To begin the ************************ ****************** was sent a questionnaire to fill out and return. We received her completed questionnaire on December 27, 2022, and a marketing services representative stated someone from the radio station would call her in 1-2 weeks. Unfortunately, this did not occur. The ******************************************* has not started as we were waiting for Ms.******** ******** to begin the service.
  
  Typically,we are unable to offer refunds of services where fulfillment has started;however, due to the circumstances in this case, we were prepared to refund the entirety of the order. On February 10, 2023, we received notice from Ms.******** credit card company that she filed a chargeback for $2,400. When a chargeback is filed, the money is taken from us and held by the credit card company while they investigate the situation and gather information. In an effort to speed up the process, we will not contest the chargeback and ***************** will be given a refund from her credit card company. Because we are no longer in possession of the funds, any further questions regarding the timeline of the refund would need to be directed to them.
  
  In closing, due to the chargeback that has been filed, ****************** will be given a refund of $2,400 from her credit card company.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 02/10/2023

  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:01/26/2023

  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.

  Have been fighting with independent book distributors on and off regarding IUniverse representation of my book. The book is: The CoachCompass: Navigation Tools for Career and Life Success. Discovered that IUniverse created an original error in the link information of my book adding a y to CoachCompass in marketing language. (See in pics attached). Some distributors would edit but larger ones such an Amazon would not. IUniverse also shut down my link on ******* so when selected, one gets an error page. Royalties are none existent because of the additional letter y put at the end of the book title description. The source of this error finally being discovered as IUniverse. IUniverse will not address this issue by phone or through the site.

  

  Business Response

  Date: 01/31/2023

  Dear BBB,
  

  Thank you for the opportunity to explain what has occurred with ************** book title.
  

  ************** book is titled The CoachCompass: Naviation Tools for Career and Life Success. The registered trademark symbol is what is formatted as the y in the title at some online retailers. ************** book was published in ****, which was several years prior to Author Solutionsacquisition of iUniverse so we cannot explain the origin of the issue. We thank ************** for bringing this to our attention so that the issue can be addressed.
  

  ************** writes IUniverse will not address this issue by phone or through the site. This is not correct. The first time ************** brought this issue to our attention was on January 26, 2023. She emailed the Contact Us address at 6:18 p.m., which is after normal business hours. The email was responded to twice on January 27, 2023, the next day. First, customer support emailed ************** at 1:45 p.m. to let her know that her email had been forwarded to the appropriate department and that she would receive a response within ***** hours. Then, the appropriate department responded at 3:53 p.m. stating that a notice had been sent to Amazon and other vendors to correct the issue and that changes would ************** within **** business days. Our normal response time to emails is ***** hours.************** email was responded to well within our normal timeline. ************** waited less than a day after sending her email before filing her complaint.
  

  ************** writes IUniverse also shut down my link on ******* This is not correct. ************** book is available on ****** Books: (**************************************************************************************************) and there are several links to purchase the book on the left hand side of the page, including Amazon, ****** and *****, Books-A-Million, and IndieBound. ****** is responsible for the content and links on their site. The link to the iUniverse website is broken. As stated above, online retailers have been contacted and the changes should be made in **** business days. That said, a consumer can find the book when going directly to the iUniverse website: ***************************************************************************;
  

  ************** writes Royalties are none existent ************* has had royalties and has been paid. Below is her payment history for the last six years, which is our statute of limitation for payment reissuing:
  Ck#******  3/28/17  $1.11 ($.43 tax withholding) check cleared 6/6/17
  Ck#*******  2/28/18  $1.30 ($.51 tax withholding) check cleared 8/13/18
  
  As evidenced, both checks cleared our bank, meaning ************** has received those. We attempted to pay ************** her third quarter ************************************ November 2021 but the bank rejected the payment for the reason failed at upload. This is usually because of an invalid routing number.Because iUniverse only pays royalties via direct deposit, ************** will need to submit correct bank information in order to be paid her due royalties. She can provide that information via her author center, like she did in 2021.
  

  In closing, because the book was published prior to the Author Solutions acquisition of iUniverse, we cannot determine the exact origin of the issue with her book title. However, we thank ************** for bringing it to our attention now. Her issue was addressed in less than 24 hours after receiving her first email, which is well within our normal timeline for return correspondence. ************** has been provided with a timeline for when the issue should be resolved with online retailers. Her book is reflected on the ****** books website, with links to online retailers where the book can be purchased. While the link to the iUniverse website is broken on ****** books, it can be found on the iUniverse website. ************** has earned and been paid several time for her royalties. She will need to submit correct bank information in order to be paid the current due royalties.
  

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

  Customer Answer

  Date: 02/02/2023

  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:01/25/2023

  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.

  Back on May 5th, 2022 I placed an order for promotional materials for my book, which was released on June 10, 22. I contacted several people regarding my order, in which I went around in circles, being shifted from one person to another because I hadn't received my order, which I expected to get around the time of the release of my book. A couple of weeks ago, I received an email stating I wasn't going to be charged for my order. I contacted ******* about this and they tried to avoid this issue, even though I have the email they sent to me stating this. After I called them they sent me an email telling me to sign a form so they could send my order. I replied and said I would not be signing anything and that I wanted my refund, not my order! The next email I received from them was an email with the tracking number of my order and they sent it anyway and did not give my refund. These materials are way past due since my book was release last June, plus my email states they were not going to charge me for it. I want my refund of $240 (which they listed as a "discount of $240).

  

  Business Response

  Date: 02/02/2023

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to Ms. ******* request for a refund of her marketing service.
  
  On May 5,2022, **************** purchased the Promotional Materials (100) service for $240,which she paid in full at the time of the order. Her book was published on June 10, 2022. To begin the service, we asked that she sign an approval form. Once the form was signed, our team began the design of the promotional materials.The initial drafts were sent to **************** for her approval on September 22,2022. **************** asked that her website be added to the layouts, so they were sent back to the designers. The updated drafts were sent on October 13, 2022 and she approved.
  
  After investigating Ms. ******* account, we found that when the initial order was placed, the sales representative selected the incorrect ******* ID number for the order item. This resulted in the service not appearing properly on Ms.******* ******* which caused delays. To correct the issue, a new order for the same service was placed on January 9, 2023, free of charge. This is the reason an e-mail was sent showing a $240 discount. This is also the reason that a second approval form was sent, as the new order triggered a notification in our system. The new order was placed so that her materials could be sent to the printer for fulfillment via the usual process. Her order was delivered to her door on January 18, 2023 **** tracking number 1Z75W84X0358432288).
  
  Although the order in question has been fulfilled, due to the delays caused by the order error, we are granting **************** a refund of her marketing service. We sincerely apologize for the delays and any confusion caused by not communicating the issue clearly.
  
  In closing, the refund for the Promotional Materials (100) service was processed on February 2,2023. The full amount of $240 was returned to Ms. ******* credit card,transaction ID ********************************.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

• Initial Complaint

  Date:01/05/2023

  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 November 21, 2022 I was contacted by ****************** from Xlibris about the possibility of publishing a Children's Book. He told me all about the different packages that they have I choose the Children's DreamTime package in the amount of $3300. It was agreed that I would pay for the package in three installments in the amount of $1100 plus a $75.00 processing fee. I made the initial payment on November 21, 2022. Then I was contacted again on November 23, 2022 about purchasing a New ******************** Package for my manuscript in the amount of $4425. It was agreed that I would also pay for this package in three installments in the amount of $1475 plus a $75.00 processing fee. I made the initial payment on November 23, 2022. Per the agreement that I was signed, I could cancel the publishing services at any time with a 50% refund. I have contacted ****************** on several occassions asking about the refund and I am constantly given different information, for example, I have submitted the ticket for your refund or your refund will be credited to your account on this day or this day. Finally today, January 5, 2023, I received a phone call from ****************** stating that in order for me to get a refund, I needed to contact my bank to request a refund because they are having some issues with their refunds at their publishing company. This is not the way to do business and this company owes me $2025 and I would love it if someone could please assist me in recovering these funds, I would greatly appreciate it.

  

  Business Response

  Date: 01/10/2023

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to respond to ****************** complaint.
  
  As *************** mentioned, she purchased a publishing package along with extra marketing services. The first purchase dated November 22, 2022 included the publishing package along with the National Book Exhibit and standard copy editing.  The first payment of $1,175 was processed that day and included a $75 non-refundable processing fee. The second payment of $1,100 was processed December 22, 2022.
  
  The second purchase dated November 23, 2022 included the New **************************** and the International Book Exhibit. The first payment of $1,550 was processed that day and included a non-refundable processing fee.  This was the only payment made thus far on that service order.
  
  The manuscript was received on November 23, 2022 and the initial sketches were started by the illustrations team. The first set of sketches were emailed December 9th and the second set on December 13th.
  
  We apologize that the refund request was not completed in a timely fashion.  In order for the refund to be processed, it must be assigned to management for review.  In this case, that step did not happen.
  

  **************** filed a chargeback with her credit card company on January 8, 2023. Because the chargeback was filed before we could process the refund, no monetary refund will be granted from our end. The credit card company will award compensation to ****************. This has cleared her account through Xlibris and the project has been cancelled. The sales representative should not have recommended a chargeback as that can complicate the refund process.
  

  In closing, **************** will be compensated directly through her credit card company instead of Xlibris due to the chargeback that was filed. We apologize for the way this refund was handled.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction