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:09/09/2022

  Type:Sales and Advertising 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.

  Last fall, I signed up for a publishing package with Xlibris to publish two of my books. Everything went smoothly for the first book, but when it came time for the second book, they refused to follow any instructions for the illustrations, so I needed to switch to another illustrator. The process was slower with this new illustrator, but they were on point with everything I asked for. They completed the illustrations, and I approved everything, and then nothing. It's been months. I call and leave voicemails, and nothing. I email them. Nothing. I need them to fulfill their contract and finish my book or to refund me my money.

  

  Business Response

  Date: 09/13/2022

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to respond to ************ complaint.
  
  In checking the account, Xlibris did receive all materials needed in order to proceed to the production phase.  The materials were checked in but ************ account was not flagged to move forward.  The production team has been notified and an associate has been assigned to the book as of September 12th, 2022. We truly apologize as this usually doesnt happen. Unfortunately, the previous associate has no record of voicemails or emails from Ms. *** regarding a status update.
  
  In closing,Ms. *** has been moved forward in the process and her new representative will be in touch with her today (September 13th, 2022). We apologize for the delay.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:

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

   

  I do want to add that I was not notified of being assigned a representative--I was calling the supervisor in charge of the earlier stages because I had no contact information for the person I was supposed to reach out to. 

   

  I also want to add that while I am accepting this response, please note that I retain the right to file an additional complaint if the lack of communication continues or there are further issues with communication. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:09/09/2022

  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.

  The company under Author Solutions, Archway Publishing claims to have reviewed my manuscript as an agreement of the service. Nobody at Archway Publishing reviewed my manuscript. In addition, editors are english second language and are unable to edit a manuscript written in the English language. No services have been rendered and they have refused to return my money. The company has very bad publicity and has been sued repeatedly. Unfortunately, I did not know this in the. beginning. The company owes me $698. The company has never provided evidence of having reviewed my manuscript.

  

  Business Response

  Date: 09/14/2022

  Dear BBB,
  

  Thank you for the opportunity to explain what has transpired with Ms. ****** project.
  

  On August 4, 2022, ************** purchased the Author publishing package for the discounted price of $1869.15. She opted to pay for this using a three installment payment plan, which added a non-refundable payment plan fee of $75, making the total $1944.15. She made the initial payment of $698.05 that same day. No subsequent payments were made.
  

  She signed and returned the Services and Distribution Agreement on August 4, 2022. It is attached. She did not return the Installment Payment Plan Agreement.
  

  On August 8, 2022, she emailed her manuscript and it was sent to the content evaluation department for review. All submitted manuscripts and materials for publication undergo a content evaluation. The evaluation looks for issues that could potentially put the author at risk for legal entanglements such as invasion of privacy, libel, defamation, copyright infringement, or fair use law violations. That review was completed on August 12, 2022 and the manuscript passed.
  

  ************** did not purchase full editing services. Her package included an Editorial Assessment, which was not completed because she chose to cancel her project before this stage of the process. The Editorial Assessment examines a portion of the work (typically the first chapter or about ***** words) and provides a specific sample edit. After that, the editor will suggest areas of improvement and suggest if editorial services are needed. The Editorial Assessment is not a full edit. More can be found on the Archway website at https://www.archwaypublishing.com/en/publishing-choices/services-store/editorial-services/core-editorial/editorial-assessment. Editorial Assessments are completed by the editorial staff in the US, whose first language is English. There are no notes to indicate that ************** inquired about location of the editorial staff prior to her cancellation request, just an email, with her cancellation request, which states I also suspect the editors are located in ************** and English second language. Again, for the services she purchased, this is not true.
  

  She requested a refund on August 10, 2022 via email.The refund was entered in our system on August 16, 2022. All refund requests follow a series of steps prior to receiving approval. We ensure the request is eligible for refund and, if so, the refund amount is calculated, and is in accordance with the terms of the authors Services and Distribution Agreement. This process can take ***** business days. The refund request was reviewed and approved the next day, August 17, 2022 and was marked paid in our system on August 24, 2022.
  

  The refund was calculated in accordance with the signed Services and Distribution Agreement, which states:
  After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines:
   After submission of Your Manuscript but before design work begins: 50% of purchase price
  
  The package price was $1869.15, less 50% is $934.58. However, ************* only made the initial payment of $698.05 so no monies were returned to her,as she did not pay enough to cover the holdback amount. This also left a balance due on the order. However, as a goodwill gesture, that balance has been waived.
  

  In her filing, ************** writes Archway Publishing claims to have reviewed my manuscript as an agreement of the service and Nobody at Archway Publishing reviewed my manuscriptand *********** has never provided evidence of having reviewed my manuscript.We assume she writes this to counter the fact that 50% was  withheld on the refund. However, as stated above, the Services and Distribution Agreement simply states that 50% is withheld after the submission of the manuscript.Whether it was reviewed does not make a difference on the holdback amount.
  

  On August 31, 2022, we received a chargeback for the initial payment of $698.05. When a chargeback is filed, the bank recalls the funds from us and retains the monies until they have heard from and reviewed both sides of the dispute. The bank then reviews the case, which may take up to 45 days before a decision and the awarding of funds occur.  On September 8, 2022, we were notified that the chargeback was ruled in our favor so the funds were returned to us. On September 12, 2022, we received a second chargeback for the initial payment and this time, we did not rebut the chargeback. Therefore, ************** has received all monies paid. There is nothing for us to return to her. She will need to work with her credit card company or bank if she has not received the funds.
  

  In closing, ************** submitted her manuscript and it went through the content evaluation. She decided to cancel the project because she assumed the editorial staff was not the in *************, which is not correct in her case. She did not ask about this prior to her cancellation request. Her refund was calculated in accordance with the signed Services and Distribution Agreement, which entitled her to a 50% refund. However, she did not pay enough on the package to cover the holdback amount so no money was returned to her. The balance due has been waived. She then filed a chargeback on the initial payment, which was ruled in our favor. She filed a second chargeback, which we accepted. She will need to check with her credit card company or bank if she has not receive the funds, as we no longer have them to return to her.
  

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

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first payment was on March 18th.022. of $ *******, ********.The second payment was on April 13th. 022.of $1439,87, ********.I want to self-publish one of my books; "Guide Book to a New World Order against insanities." The work proved not POLITICALLY CORRECT and was FLAGGED. The only thing they have done for me is to read and evaluate the book. but they have charged me $936,00 U.S, Dollars for "Data entry". The last time I consulted *******************, on the first days of July, she told me that I would receive $750,00, U.S, in refunds in the first week of August. So far there is nothing and now they don't even return my calls. I am an 85-year-old pensioner and made this attempt to publish this book because it is in the interest of all humanity, but I made this sacrifice because it is VITALY IMPORTANT. Now, I will be cheated out of my food money for my noble effort by a legally operating institution. The deal was canceled on May 17th,2022, and I am sure that is enough time to manage a payment but, unfortunately, it seems that GREED is working overtime in *******. By the way, I have never been informed about such a thing as a "Data entry fee." And why should such a charge be made against me when there was nothing done for me? Such things happen in "God's Country", in the land of the "Free and the Brave." Unfortunately, I don't know how to upload documents, but you may ask them to provide them to you. If there is something more you like to know, please call me at any time on ************. Thank you for everything, yours truly, *********************, the rebel.

  

  Business Response

  Date: 09/01/2022

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to Mr. ****** request for a refund of his publishing package.
  
  On March 17,2022, ************** purchased the Bookstore Premier Pro publishing package for $1,979.40, which he paid in full at the time of the order. He signed the Services and Distribution Agreement on March 31, 2022 (copy attached). Typically,we receive manuscripts in ********* Word format. When we received Mr. ****** manuscript, it was in a format that we were unable to edit or format properly.Due to these reasons, we asked that he use our ****************** in which the manuscript would be manually typed into ********* Word. On April 12, 2022, he completed the purchase for the ****************** for $936 (312 pages at $3 per page). He also elected to purchase hardcover publishing for $175 making the grand order total $1,111.
  
  The ****************** was completed on May 17, 2022 and Mr. ****** manuscript was sent for a mandatory content evaluation. Per the terms of the Services and Distribution Agreement, all submitted materials must comply with our content guidelines. The content evaluation is the process used by iUniverse to determine whether the manuscript is in compliance. The guidelines are available upon request and can be found on our website at the following link: https://www.iuniverse.com/en/faq/content-evaluation/what-are-iuniverse-content-guidelines.After the evaluation was completed, ************** was notified that there were interior images for which we needed permission, instances of hate speech throughout and missing bible citations. We asked that he revise his manuscript or submit a different one in order to proceed, but he ultimately declined to make changes and asked for a refund. After reviewing his account, we can see that the status of the refund requests was not changed properly to indicate that it was ready for manager review. We sincerely apologize for the delay in processing his request.
  
  Section four of the Services and Distribution Agreement states the refund policy for publishing packages. It states that if cancellation occurs due to failure of the manuscript to comply with our content guidelines, we will refund 100% of the purchase price less a content evaluation fee of $400. On September 1, 2022,the refund for Mr. ****** publishing was processed for $1,579.40. A refund has also been processed for the hardcover publishing service for $175. Because the ******************s has been completed and he has access to the Word document,it is no longer eligible for refund.
  
  In closing, Mr.****** ******* have been processed and a check in the amount of $1,754.40 will be mailed to the address on his filing. We ask that he allow **** business days for the check to be printed and mailed.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Other websites are selling my book without my permission , All of my hard I did for my book , Poerty for My Family?

  

  Business Response

  Date: 08/11/2022

  Dear BBB,
  

  Thank you for giving AuthorHouse the opportunity to respond to Ms. ***** complaint.
  
  ************ approved for her book to go to print on July 2nd, 2018. Within a few weeks of that time, she requested that the book be pulled from the printer.  On July 19th, 2018 it was disabled on the AuthorHouse database. A cancellation request was also sent to distributors and online retailers.
  
  It is possible that the book still may be listed on retail websites. However, after clicking through several different listings, it was always listed as either not available or out of stock.  It was not able to be purchased through any of the websites visited. If a sale were to happen, it would be reported to us and then paid to ************.
  
  Because the book has went through the production phase and the service is complete, we are unable to process a refund at this time.
  
  In closing, Ms.***** book is not currently available for online purchase even though it is showing up when searched for.  A refund is not applicable at this time.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 08/12/2022

  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.]

  Hello, This  is  Linda  King  ,  Author  House  Publishing  has  taken  upon  themselves  to keep  my  money  and  the  royalty  of  My  book Poerty For  My  Family. The  Company  did not  address the  Issue  at  hand ,  I  have  not  spoken  with  them  since  they  Published  my  book . No  The  agreement  was  not  met on  my  behalf . I'm  very  upset  about this  whole situation  Can  you  Help me ?  Thank  you  so  much  

   

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

  
  

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xlibris charged me a sum of money for the publication and sales of my book. I paid. The book was published and has been sold over the years. But Xlibris has deliberately refused to pay me royalties for my book. All I get is the run around and IRS issues . If IRS is being paid, why not the author of the book?

  

  Business Response

  Date: 07/28/2022

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to respond to **************** complaint.
  
  ************** receives 50% of the net sale for all e-book sales.He receives 25% of the list price for print books sold directly through the Xlibris website and 10% of the list price for print books sold through retailers.
  

  To verify sales, each of ********* partners and e-book distributors provide a report. The reports are then collated, verified for royalty eligibility, and royalties are dispersed quarterly as long as we have bank information on file. 
  

  After completing a thorough review of **************** account, we found no earnings dating back to 2012 which would be our ten year statute of limitations for check re-issuance.
  
  There is a standard 24% tax withholding for royalty earnings if Xlibris does not have tax information on file.  Because there have been no earnings, no income has been reported to the *** for **************.
  
  In closing,there have been no recent royalty earnings.  Any future earnings will be paid to the bank account that we have on file for **************.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 08/03/2022

  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.]

  Sorry, Xlibris is giving the run-around instead of addressing the issue of failing to pay me royalties for marketing my books. I paid Xlibris by check;Xlibris was supposed to pay me by check!

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

  
  

• Initial Complaint

  Date:07/16/2022

  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 6/24/2022 I sent *********************************, and cc to the company's CEO Mr. ********* to refund *************************** - Author Solutions LLC /// Refund AUTHOR SOLUTIONS charges of $1,574.25 + $30.00 fees (************ and charges of $1,724.25 (IOI-90721355), with authorization from my wife, *********************. (pics of contracts are inserted)********************************* replied in an email ( pic inserted) that I would be receiving a check for $3,328.50, mailed to my home address of ****************************************************** (by the way, I am a proud member of the BBB in ******* with my company, THE 555 CLUB, **** having A+ rating !!!).According to ********************************* of Author Solutions, LLC we would be getting the check from AUTHOR SOLUTIONS, LLC of $3,328.50, since they could not provide the refund back to our credit cards, for it being over 12 months of having contracted with ARCHWAY, as self-publishing authors. I have yet received any refunded check for $3,328.50. signed: *********************************

  

  Business Response

  Date: 07/19/2022

  Dear BBB,
  

  Thank you for the opportunity to explain what happened with **************** refund.
  

  On March 29,2021, **************** purchased the Author publishing package for the discounted price of $1499.25. He chose to pay for this package using a three installment payment plan, which added a non-refundable payment plan fee of $75, making the total $1574.25. He made the first payment of $574.75 that same day. He made all subsequent payments as well, finishing his payment plan on May 29, 2021. He signed and returned the Services and Distribution Agreement and the Installment Payment Plan Agreement on March 29, 2021. They are attached.
  

  On June 24,2022, **************** phoned and requested to cancel the publishing package and receive a refund for monies paid. No materials had been submitted by ***************. The refund was entered into the system that day. All refund requests follow a series of steps prior to receiving approval. We ensure the request is eligible for refund and, if so, the refund amount is calculated, and is in accordance with the terms of the authors Services and Distribution Agreement. This process can take ***** business days.
  

  Mr. Torresrefund was calculated in accordance with the signed Services and Distribution Agreement, which states:
  For Publishing Packages:
  Prior to submission of Your Manuscript:
  0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater
  
  Despite being over the 90 day timeline, **************** package was refunded as a goodwill gesture. His publishing package price was $1499.25, less the $150 fee makes his refund $1349.50.  The $75 payment plan fee is non-refundable, as stated in the Installment Payment Plan Agreement:
   3. Non-refundable processing fee. A one-time, non-refundable processing fee of $75.00 (Processing Fee") will be assessed and added to Your first payment under this Payment Contract. If You later seek, or become eligible, for a refund pursuant to the terms of the Agreement, the Processing Fee shall not be refunded and shall be deducted from the amount of any refund issued to You.
  

  Mr. Torresrefund was approved on July 6, 2022. Because the purchase date is more than one year ago, a check must be issued instead of refunding back to the credit card.The check was issued on July 15, 2022, within the timeline outlined above.
  

  I spoke with **************** on July 18, 2022 and provided him the above information.
  

  As for *************** wifes order, that has been refunded as well. It was also over one year old and was refunded via mailed check. The refund check will be mailed Friday,July 22, 2022.
  

  We can find no record of ******************** telling **************** that his refund amount would be $3328.50.
  

  Sincerely,

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

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:

  Thank You *******, and your team at the BBB of Central *******.
  I am pleased at Mr. ****** Hopkinsdetailed response, in that I should be receiving a check for the refunded amount of $1,349.50, which according to ****************** explanation, was mailed out to me on Friday, July 15th, 2022.
  In the same manner, according to ******************, we should also be receiving my wifes refunded check, which is to be mailed out on Friday, July 22nd, 2022.
  In the same manner that ****************** has provided the explanations and monetary refunds in good faith, I see no problem doing the same, in good faith, and assist the BBB in bringing this matter to a close, to know that our view on the matter,is that ****************** / AUTHOR SOLUTIONS has addressed the issue of the dispute.
  I consider the matter closed, always providing that the AUTHORS SOLUTIONS LLC mailed refunded checks on 7/15, and 7/22) are received and confirmed.
  My wife, Cheli and I will get back to the BBB of Central *******, and provide confirmation of having received both refunds from AUTHOR SOLUTIONS, LLC. Thank You,*********************************