Complaints

This profile includes complaints for Citi of Books, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Citi of Books, Inc.

  3736 Eubank Blvd NE Ste A-1 Albuquerque, NM 87111-3584

  
• 

  Citi of Books, Inc.

  PO Box 14783 Albuquerque, NM 87191-4783

  

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:01/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired citi of books in 2024 to publish my book. The Citi of Books, Inc. refuses to communicate with me. After paying this company thousands of dollars, they took my money and now when i try to collect on royalties they refuse to communicate. In there database they currently list that they owe me $138.00 yet this is just for one quarter, Quarter one since last February. The other 3 quarters there are no funds listed. Many people that I know have ordered the book, *** ***** ***** *********** and ;yet Citi of Books refuses to list the royalties nor will they send me a royalty check for what is currently listed. I reach out to ****** *******, the manager & she promised to get back with me 3 weeks ago. Since then I called, emailed and she refuses to commnicate to resolve the issue. ****** ****** is never available as well and refuses to communicate. This is a horrible company that once they get your money, you get no service, basically cutting you off and move on to take from others vampires robbing and stealing from clients wishing to publish their book. They initially contact you by solicitating you to publish they also solicit for you take your book to other countries, france, germany ect. and take large amounts and big sums of money from the vunerable.

  Business Response

  Date: 02/13/2025

  January 11, 2025 

  Subject: Acknowledgment of BBB Complaint ID: ******** 

  Dear ******* *******, 

  Citi of Books (COB) acknowledges receipt of complaint ID: ********. We sincerely regret any inconvenience this matter has caused the individuals and parties involved. 

  Thank you for reaching out and sharing your concerns regarding your experience with Citi of Books. Your feelings are completely valid, and we understand the importance of this project to you, especially given the personal nature of the content. We hope this initial response addresses some of the issues raised in your complaint. 

  To resolve your concerns promptly, we are processing the escalation ticket in our data system to ensure you receive the attention and assistance you deserve. 

  According to our records, you purchased a Dickens publishing package for $1,500.00 and later upgraded to full color for an additional $500.00. For marketing services, you purchased an LA Times Festival of Books (LATFOB) book gallery package for $1,000.00. However, the finance department's records indicate that the total amount paid for these services was $3,000.00. Therefore, the author's claim that the disputed amount is $6,000.00 is incorrect. A Statement of Account can be provided upon request. 

  The author’s book, *** ***** ***** ***********: ******* ****** *** ***** ** * **** **********, was published on **** **, 2024, and the LA Times Festival of Books (LATFOB) book gallery service was fulfilled. Below are the links where the book is available for purchase, along with promotions on COB’s website and social media platforms:

  BOOK LINKS: 

  • AbeBooks: ****************************** 

  • Amazon: **************** *********************************************************** *********************************************************************** *************************************************************************** ******************************************************************************* ******** 

  • Barnes & Noble: ************************************************************** 

  • Citi of Books: ****************

  • Powells: ****************

  • Walmart: ****************

  MARKETING LINKS: 

  • Book Release: *********************************-is-now-available-for-purchase/ 

  • LATFOB: *********************************-was-displayed-at-the-los-angeles-timesfestival-of-books-at-the-university-of-souther/ • ******************************* 

  Facebook: 

  • Book Release: **************** ******************************************* 

  • LATFOB: **************** ****************************************** 

  Instagram: 

  • Book Release: **************** ************** 

  • LATFOB: **************** **************** 

  X (Twitter): 

  • Book Release: *********************************

   • LATFOB: ******************************** 

   

  As for the royalties, the Royalty Dashboard login credentials email was sent to the author on June 4, 2024. Since then, the author has been able to monitor book sales (both direct and indirect) and log in to her account anytime, from anywhere. Please see the attachment – Exhibit 1. In this regard, transparency has been maintained since the author received that email. The fact that she is aware of the current sales confirms that there has been no “cutting you off.” COB never cut off the author. 

  The royalty account for every author is updated quarterly. The first-quarter report is released in the first month of the second quarter, provided that third-party bookstores have submitted their sales reports (pertaining to indirect sales). 

  In the complaint, the author mentioned that, according to COB’s database, she is entitled to claim $138.00, as displayed in her account. The royalty report confirms this amount; however, the author

  is incorrect in stating that it covers only the first quarter. The report indicates that this sum represents the total royalties for all four quarters (Q1, Q2, Q3, and Q4). Please see the attachment – Exhibit 2. 

  Additionally, the author raised concerns regarding the unresponsiveness of COB representatives. Our records show that the author had multiple exchanges of calls and emails with COB representatives ****** ******* and ******* ******. The most recent interaction occurred on January 7, 2025, when ******* spoke with the author via phone. Following the call, the author sent an email. Please see the attachment – Exhibit 3. 

  We take your feedback seriously and are committed to improving our communication and support processes. Thank you for your understanding. We will remain in close contact as we work together to resolve this matter. For further inquiries, please call us at ###-###-#### or email us at ********************. 

  Sincerely, 

  Citi of Books

  
  

  Customer Answer

  Date: 02/15/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I was told verbally by ****** ******* back in early to mid January the following:

  1. I was verbally told that the amount of $138 was only for one quarter.

  2. I was verbally told by Ms. *******, that her company was slow reporting for the remaining 3 quarters and that she would give me a call back once she had time to search royalties for the remaining quarters.

  3. I never received a call back from ****** ******* and I contineud to call Citi of Books and every spoke with ***** in the Finance Division. ***** gave ****** the message and she still has not reached back out to me nor has she provided the updated information for the remaining quarters.

  4. The company is lying and they have very little to no integrity.  They published my book and that part of the contrract is complete, my concern is the royalties that they are cheating of.  Once they do get your service of publication and getting your work on their and other websites, they have a duty to release royalties.  They are out to get business, get folks money and then drop you to proceed to another publisher!!  They are terrible how they do business.  You have multiple other complaints about this company, so don't just take my word. Please search your records on how many others have experienced this malpractice, stealth, and inappropriate behavior from this business.

  5. I asked repeatedly to speak with corporate level over Ms. ******* and Ms. ****** who by the way solicited me for the re-publishing of my book.

   

  I am requesting further investigation of my royalties immediately and disbursement of the funds immediately while their company updates their system of my book further...I feel that I am being retaliated against and if your BBB is unable to bring this to resolution I am seeking this through with the U.S. Attorney General of New Mexico. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/03/2025

  Dear BBB Representative,

  We acknowledge receipt of the author's response regarding Complaint ID ******** and appreciate the opportunity to provide clarification on this matter. Citi of Books, Inc. remains committed to transparency and fair business practices, and we would like to address the concerns raised by Ms. ******* *******. For further clarification, we have attached relevant documentation, including the full transcription of the January 7, 2025, call and our previous correspondence regarding this matter. These attachments provide additional context to support our response.

  Citi of Books, Inc. continues to stand by the information provided in our previous response and remains open to assisting Ms. ******* with any further inquiries regarding her book sales and royalty payments. We will continue to ensure that all authors receive timely and accurate royalty reports in accordance with our policies.
  We appreciate your review of this matter and hope this response provides the necessary clarification. Should the BBB require any additional documentation or further details, we would be happy to provide them.

  Customer Answer

  Date: 03/19/2025

  Greetings Ms. *******,
  
  I received notice that my BBB report has been closed.  I understand that your company only owes me $138 for the first quarter and as you stated that is all I have.
  
  Please tell me approximately when you will send me that amount of $138.  I tried calling today and your voice mail is no longer set up.
  
  I need a response via email communication for when your company will send my royalties. 
  
  This amount has been outstanding since last year.  Your are non comnpliant to hold on to the royalties.
  
  Please!
  
  Regards
  ******* *******

  Business Response

  Date: 03/26/2025

  Dear BBB Team, Please see the attached file for our formal response to the recent rejection related to Complaint ID: ********.Should you have any further questions or require additional documentation, feel free to contact us at your earliest convenience. Thank you for your attention to this matter.

  Customer Answer

  Date: 04/24/2025

  Please let me know when I will receive the royalty check.  I sent over the completed and signed W9 form weeks ago

  Business Response

  Date: 05/01/2025

  Dear ******* *******, COB has received and acknowledged the signed W-9 form from you. Upon receipt, Ms.******* promptly filed the urgent royalty payout request with the Administration and Finance Department. In a recent conversation with Ms. Ellington, she informed you that the royalty paymenthas been processed and explained the procedure in detail. According to our records, you confirmed your understanding and acknowledged the resolution. Thank you for your understanding. We will remain in close contact to ensure you receive what is due to you. For any further inquiries, please call us at ###-###-####or email us at *******************.Sincerely, Citi of Books

  Customer Answer

  Date: 05/15/2025

  I have not heard from these people from Citi of Books within 2 weeks.  I need for them to send you a mailing label or something as confirmation of them mailing my author royalties.  This company is horrible and I need this placed on your BBB website to disencourage others from publishing through them.

  Business Response

  Date: 05/22/2025

  Dear ******* *******,This correspondence serves as formal notification that the royalty payment check, along with the corresponding Royalty Statement, has been delivered to the address on record. According to the delivery records, the package was successfully delivered on May 19, 2025, at 1:48 PM in Capitol Heights, MD 20743.For verification purposes, please use the following tracking number: **********************.Accordingly, the concern previously raised has been addressed. This complaint is therefore considered resolved.Thank you for your cooperation. If you have any further questions, please feel free to contact us at ###-###-#### or via email at *******************. Sincerely,Citi of Books

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When Citi of books contacted me I was happy. They took me through the process of getting my Book ******* I am Here The Memoirs of *******. This was a year ago. They were very helpful and attentive. I gave them 750.00 to publish my book. Several months went by and I heard nothing from them. After several months I tried contacting the publishing agent. When I spoke to him he insisted on getting me to pay them a 1,000 to build a website for my book. I declined because I did not have that much money to invest. Months went by and I still heard nothing. I have been requesting to speak to a supervisor but I was told that they would call me back. A few weeks went by and I Called again. No one would return my calls. I asked were there any royalties from book sales when I did speak with someone. I was told that I needed to speak to someone in the royalty department. I have been trying to speak to someone for over four months. When I would call, I was told they would call me back. When I call again asking if I could speak with a Supervisor I was told that they were in a meeting and they would call me back. No one would ever call. This has been going on recently for over four months. My book mean a lot to me it is a biography and I have talk about my kids in the book, My deceased parents and other things that I shared in my life to help others. I am hurt by this and I feel like I should have never trusted this company. My coworkers at my job, Several of the women at my job has bought my book online so there should be book sales. I even ordered my book online to see if they would call me about book sales and they never did. I never recieved any royalties and they published my book a year ago.

  Business Response

  Date: 01/23/2025

  To whom it may concern. Please see attached file. Thanks

  Customer Answer

  Date: 01/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered an 80/20% hybrid book deal with Citi of Books, paying $900.00 as my part of the expense to published the book. Citi of Books was to prepare the book for market; according to the arrangement, I was supposed to get 80% of any sales derived from the book. After the book was published on December 19, 20243, Citi of Books began ignoring me and have refused to return any of my calls about how the book was doing.
  
  It was Citi of Books who scammed and tricked me into that arrangement, promising me distribution to universities, libraries, bookstores, and public schools; they told me that they had connections and could get my books in all those places: they called me early in the morning, telling me how great my book was and how well it would sell. As soon as the book was published, they cut off all communication with me about my book and how it was doing. Only they who have access to the book's royalty reports, and they did not publish the eBook on my Amazon page, thus blocking me from seeing how the book was doing in the market place.
  
  Thus, they have access to the royalty reports and have refused to share them with me. They behaved as if the book's publication ended my involvement with them, but that was not at all the arrangement; I was to earn 80% of whatever the book earns, but thed dropped me as a hot potato and are selling my book as if I am not even in the picture. And to make matters worse, I invested $2000.00 in marketing the book for four months. This is clearly unethical and the way this vendible publisher does business. I truly feel scammed, tricked, and deceived by this larcenous publisher and want them to cease all involvement with my book whatsoever.

  Business Response

  Date: 08/05/2024

  To whom it may concern

• Initial Complaint

  Date:05/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/22/23 I contracted with Citi of Books to print publish and distribute my manuscript "***** **** * ******* ********** *** ********** ** ***** ** which included ********* **** ** **** *********** **** ********** **** ***** ********** ******* ", costing $2530.00 This was to include promotional interviews I paid a total of $1946.68 and submitted my book 6/6/23. In August, *** ********  said my book was invited to a Book Fair, ********* ********  I told him that I couldn't pay the last $583.33 on 9/23/23, and $5600.00 for the ******* signing, he said to just pay the $2250.00 & attend the fair. 9/15,2023 I pd 2250. I received the 1st interior design 9/26/23 & sent my corrections 10/3/23 I was told in time for the ******* fair
  3/29/24 I had pd 4530.00 for a ** ******** before was told that the corrections were never made before going to *******. In ********* I signed books with pages of errors that were never corrected. The book was "released". The contract states contract says that the work would not be released before approval.
  I have paid $8726.68 and the corrections have never been made. Knowing this, I that I told ******** to terminate the contract that day because the corrections were never honored, and the book was released to the public in *******. I would not go to LA then,they said the corrections would be made before the ** **** ****, I wanted a refund. I was sent a “corrected PDF 4/2/24. It is too late. I sent a termination letter as specified per contract & it was returned. I emailed *** ******** 3/29/24 terminating all ties with them. I asked for a refund he stated that with all the money paid, it had not been applied to my account to complete the original contract and no refund was due.
  Contract says I can terminate original contract because the agreement was
  "Terminated prior to completion of the Digital Preview Approval Form." Contract was breached.

  Business Response

  Date: 06/10/2024

  To whom it may concern.

  Citi of Books (COB) acknowledges complaint ID: ********* We regret any inconvenience that
  this matter has caused the involved parties and individuals.
  Thank you for taking the time to explain your concern and letting us know for consideration. We
  hope that this response will address the misunderstandings and the issues raised in this complaint.
  As to the matter of the “release” of the book, the book fulfillment officer did not send any book
  live email, which indicates that the book has been released. Technically, the book has not yet been
  released. It is considered “released” when it is available on online bookstores like ****** and
  *******. Hence, there was no violation of what the contract says about not releasing a book
  without the author’s approval.
  What COB did was secure a smooth book signing event during the book fair. To make sure that
  there are physical copies of the book to be signed by the author. But the same with other cases,
  like books, articles, papers, etc., which are work in progress or subject to recommendations and
  editing. In many cases, books published many years ago are republished and rebranded with the
  application of current trends and practices. These works were considered once “final” and
  "complete,” yet later realized that they needed rebranding (editing).
  We understand that there was a misunderstanding while we were maximizing the possibilities of
  making a mark for the book and the author’s journey as a published author. However, it is
  disheartening that all the efforts we made together in taking this challenging journey of the literary
  world will all be wasted. We had worked together for the author’s humble beginnings. COB has
  shortcomings, but certainly, there was no intention of distributing the book not ready for that phase.
  Further, *** ******** did his best to communicate with all the involved departments and convinced
  them to let you do the book signing even if you still have an outstanding balance for the *********
  book fair. That is why the marketing department reminded you of your remaining balance of t

  Business Response

  Date: 06/28/2024

  To Whom it may concern.

  Page | 1
  Citi of Books, Inc.
  **** ****** **** ** ***** ***
  ************ ** ********** ***
  Dear ***** ******,
  Thank you for the response provided.
  The books that were physically passed out at the book fair had gone through editing. That was the
  point of *** *******; the corrections provided by the author were applied, and the edited IL was
  sent back to the author on October 3, 2023. Considering the technical aspect of publication, the
  publisher did not send the book live email that indicates the book links, book prices of different
  formats, and other relevant information. That is what the publisher meant by the term “release”.
  This situation is different and therefore requires a different understanding. With the timetable of
  the book fair in the coming days, the author knew the urgency. If the book “was never edited,” the
  author would not have had the chance to provide the corrections. The set of corrections was
  provided at the time that the printer was asking all the publishers to submit the books for the book
  signing event. The updated version of the book was on October 3, 2023, when the corrections
  (revisions requested by the author) were applied. It is not correct that the book “was never edited”
  because there was correspondence between *** ******* and the author prior to October 3, 2023,
  which was edited before the book was submitted to the printer. Hence, the author’s assertion that
  the book “was never edited” is confusing. (Please see the attached file.) File name: Revision
  requested by ***** ******
  As to the number of days, the marketing department did not fail to inform the authors of their
  schedule of book signing events at the book fair. The author signed the contract for the *********
  book signing, which provided the stipulations in terms of the “Payment Terms”. (Please see the
  attached image below for reference.) The author agreed to pay the remaining balance and fulfill
  her obligations stipulated in the contract she signed.
  Further, the author received emails from the marketing department regarding the instructions and
  recommendations several days before the book fair. The said department did not fail to provide
  the relevant information to inform the author so she could prepare for the said event. It is not fair
  that the author puts all the blame on COB.
  The initial payment made by the author for the ** ***** **** **** will be used to pay for her
  obligations (remaining balance) she must pay for the ********* book fair stipulated in the contract
  the author signed.

  
  

  Customer Answer

  Date: 07/06/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: First, the initial “editing” that *** ******z performed was
  returned to me in September not October 3, 2023. I sent my corrections to her
  on October 3, 2023. I had no idea that the corrections would not be made before
  the ********* Book Fair on October 16,2023. This is the initial deception. Had
  you told me that the corrections could not be made, I would not have continued
  to make the trip to ********** I don’t know what you told “the authors” but you
  did not inform me that the corrections would not be made in time for the Book
  Signing. I never signed the Digital Preview Approval but you passed out books
  in ******** 
  

   I am requesting a
  full refund of $1946.68 that I paid towards the publishing package because COB
  breached the contract. I did not sign a Digital Preview Approval as per the
  contract page 2 (9)
  Why is there an invoice for shipping? I told you I did not
  want the books that had not been corrected and according to the contract page 2
  (7), shipping would have been included anyway.
  

  I paid $4530.00 toward the ** **** **** I want that money
  refunded. I did not go because *** ******* had never performed the corrections
  I gave her in October, but COB was going to have me present the same
  uncorrected books at the ** Book Fair, that I signed and that were passed out
  presented at the ******* Book Fair. I was deceived again until I continually
  complained and asked her to send me the corrected copy so that I could have a
  fresh copy to look over prior to the ** Book Fair. After several emails, to her
  and *****, she admitted that she had never made the corrections that I
  submitted on October 3, 2023.
  Lastly, why are you advertising or marketing a book on ANY
  platform with all of those mistakes? Please STOP.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service 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.

  ***** ******* ************** called and left me the following msg, "Hi, I'm leaving this message, too. **** ******* ******, this is **** ******. One of the little area of a specialist of City of Books. If you get this message, please call me back at ************. once again, ******* ***** and my extension **** country to talk to you. Your book and your authorship. Call me as soon as I got this message. Thank you and have a good one."
  
  I have had no contact with this company or person. I did not return the call, and, I blocked the number as spam.
  
  Later that day, a *family member* msged me to tell me that *they* got a voice mail from from "**** ******", saying they wanted to speak with me.
  
  There is no way this can be legitimate, or ethical. It is unknown how they have my information, let alone contacting my family to get around my blocking the number.
  
  I am also filing a report with the ***.

  Business Response

  Date: 04/23/2024

  Dear **** ******,

   

  We hope this email finds you well.

   

  We, Citi of Books, are writing to extend our sincere apologies for the unsolicited call you received recently. Please accept our deepest regrets for any inconvenience or frustration this may have caused.

   

  Upon investigation, we are pleased to inform you that we have taken immediate action to address this issue. Your number has been marked as "Do Not Call" (DNC) on the system to prevent any further unwanted communication. We value and respect the client’s privacy as well as their preferences. Given the steps taken to address the issue, we respectfully request that you consider withdrawing (removing) the complaint from BBB.

   

  Please be assured that your preferences hold the highest priority for us, and we remain dedicated to honoring your privacy. If you have any further concerns or require assistance, please do not hesitate to contact us. We are here to ensure your experience with us remains positive and hassle-free.

   

  Thank you for your understanding and continued support.

   

  Warm regards, 

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I have accepted the closing of this case.

  However, it is important that it is understood, that the call to MY phone was not the issue.
  I made the choice to block the number, and that should have been the end of things.
  The reason I filed the complaint is due to my brother, *his* number being used in attempts to contact me to sidestep my blocking the agents outbound number.

  That action seemed so unprofessional, that I concluded something illegitimate was taking place - phishing, or another type of scam.

  Perhaps and over zealous agent?
  
  If all this is understood, then, all is well, and again, I see this issue as resolved, and the case as closed.

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

• Initial Complaint

  Date:03/10/2023

  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.

  A year and a half ago I signed a contract with Citi of Books to market my book: "*** **** *** *** ***** ****** ***** ***** **** ** ******* ***". ********* ***** Published the original book and made all the updates and corrections to the old book. Before signing another contract with Citi of Books called me as they heard about my book somehow and wanted to publish and market it. ********* ***** Publishing was a great company in helping me write the book but had little marketing.
  After spending over $12,000 in marketing and waisted over a year, I have not received any revenue to date. The salesman, ***** ********, who sold me all the marketing, has been unavailable to talk to or reply to my numerous calls and for over six months. The company never gave me another salesman to answer my concerns.
  The last two sales ***** talked me into was to sign up for the ****** **** **** and purchase another 200 books to be shipped to their so-called bookstore affiliates. this was on top of 300 books previously purchased. ***** said he would send 30 books to their top stores who would bid for exclusive rights to my book and should receive over $1,000,000 for those rights. that convinced me to sign up for both.
  After spending over $12,000, my wife won't spend another dime on my book until I received some revenue, and I agreed with her. I made this very clear to management and they agreed to defer my last two payments toward the ****** **** ****. All other marketing expenses were paid.
  To date only three bookstores have accepted my books as ***** told management to delay printing my book and not to ship any out to stores. less than 250 have been printed and just sitting somewhere. in addition, after saying they would pay my travel expenses to London because of all my problems with *****, have reneged on that also.
  I would like Citi of Books Citi of Books to pay my expenses London or refund what I paid and refund the money spent on books not printed.

  Customer Answer

  Date: 03/14/2023

     Apparently Citiofbooks has only one thing in mind regarding marketing an author’s book and that is “maximum prophet” with no concern for success! Two examples:
  1. Charging me over $10.00 for 500 books each that cost you less than $4.00 per book for consignment to your affiliated bookstores.
  2. Charging me $3,900 for the ****** **** **** when registration fee was only $365.00. I paid you $2,000.00 for what?
       The bottom line is that I already spent over $12,000.00 and a year and a half with out one book sale to date! You all know the problems **** caused me in restricting publishing and distribution of my book over many months. *****, after months of negotiations to pay my travel expenses, finally came up with the answer and it was,YES! Now you reneged on that. 
       ***** talked me into purchasing 500 books and said they would be distributed to over 50 of your affiliated bookstores. To date only three bookstores have taken in my books on consignment. Don’t any of you accept the fact that you failed in your job to market my book. You got my money and I got shafted!
       You also lied to me about both the book fair and the fact you’re finance department deferred my last two payments towards the ****** **** **** until I received some revenue from my book. To date zero revenue and reneging on paying my travel expenses. 
       If you are not going to pay my travel expenses, then refund the $2,000.00 that I payed. Also, please refund me for all the books I paid for, less those that were shipped to your affiliate bookstore. Most of the 500 books have not been published yet.
       I can’t understand how any of you can sleep at night for what you have done to me. You were the one who came to me, telling me how great my book was and how successful it would be. 
       I still would like to go to the book fair if you would pay my travel expenses as previously agreed to. However, if not please let me know so I can decide what to do to get my book marketed. 
  --
  *** *****

  Business Response

  Date: 04/03/2023

  Mr. ****** ** ***** ****
  
  Good day!
  
  Citi of Books (COB) acknowledges and honors complaint ID ********. We regret any inconvenience that this matter has caused you. Kindly see the attached documents for the complaint response.
  
  Thank you!
  
  Kind regards,

  Citi of Books (COB) acknowledges and honors complaint ID: ********. We regret any
  inconvenience that this matter has caused you.
  We appreciate you taking the time to inform us of your concern and letting us know for
  consideration. We hope that this response will clear up all the misunderstandings and address all
  the issues raised by this matter. As we find the best course of action, we would like to ask the
  author for their patience and understanding as we discuss and provide an explanation for this issue.
  We will see this as an opportunity to improve our services, and we thank you for bringing this up.
  First and foremost, a clarification is needed in the author’s statement, "A year and half ago I signed
  a contract with Citi of Books to market my book: "*** **** *** *** ***** ****** ***** *****
  **** ** ******* ***"." This statement is not true, as the author signed a contract with Citi of
  Books on September 29, 2022, for the publishing package, which means it has not been a year or
  more since the author cooperated with COB. Given that it was written in the contract when it was
  signed, may we ask for clarification: where does that over-a-year timeline come from? (Please see
  attachment 1 for details.)
  Moving on to the author’s claim regarding his revenue, to wit, "After spending over $12,000 in
  marketing and waisted over a year, I have not received any revenue to date." Understandably, the
  author is worried about how his book is doing since he has not received any revenue to date.
  However, it has not been a year since the book was published. The author’s book was published
  on December 8, 2022. Moreover, since the book just entered the market and the author is new to
  the industry, expectations should be reconsidered. The sales of the book do not depend on the
  publisher alone. Most successful authors struggled before they became who they are now. They
  started from scratch, and as time passed, they bloomed. As a matter of fact, the publisher marketed
  the author’s book even though he only paid the initial amount for some specific marketing services
  ******* **** ****, website design bundle, and hardback availability), such as the website design
  bundle, for which he paid $1,680.00. Considering that it was not fully paid and was stated in the
  contract, to wit, "The author is fully aware that the fulfillment of the service shall be dependent if
  the project cost balance is cleared off", the website was generously completed and is now live
  globally. Please visit the website link: ********************************************************
  (Please see attachment no. 2 for details.)
  Here are the links to the promotional blog and social media posts:
  *** **** ********
  As for the author's revenue, the record of sales from the fulfillment department reports the sales
  data from December to date. (Please see attachment no. 3 for the details.)
  As for the author’s concern, to wit, "The salesman, ***** ********, who sold me all the
  marketing, has been unavailable to talk or reply to my numerous calls and for over six months.
  The company never gave me another salesman to answer my concerns." Mr. ***** ********, the
  author advisor, could not return the calls due to his consecutive absences because of the family
  problems he was facing, which resulted in him asking for a vacation leave with an undetermined
  length of time to resolve his issues. However, before he left, he fulfilled most of the services the
  author had purchased. He even pitched the author’s book and searched for a good bookstore to
  display and sell it. He was very passionate, as ***** saw a bright future in the author’s book.
  Publishing a book is a journey, not just a process that you can see the result of overnight. Mr.
  ******** wanted to finish what he started. The company cares for its employees and authors.
  Hence, COB gave Mr. ******** his requested leave to resolve his own matters, which shortly
  resulted in his complete resignation. However, before Mr. ******** left, he let ***** *******
  take over as author advisor. COB, the publisher, has been in constant communication with the
  author since Mr. ******** left. Ms. ***** ******* answered his inquiries and responded to his
  emails. Although there were days that she was busy attending meetings and conferences and was
  not able to address his inquiries, she did her best to attend his concerns. And during that timeline,
  aside from Ms. *******, Ms. ****** ******** a fulfillment officer, and Ms. **** ******* a
  marketing officer, also provided assistance to the author.
  The author also mentions another concern: "After spending over $12,000 my wife won’t spend
  another dime on my book until I received some revenue, and I agreed with her. I made this very
  clear to management and they agreed to defer my last two payments toward the ****** **** ****.
  All other marketing services were paid." For clarification, according to our finance department,
  the author paid $9,235.00 for the publishing and marketing services he purchased (of which the
  following were fully paid: ******* ***** *** ***** **********, 200 book stockpiling services,
  and 300 book stockpiling services, and the following were initially paid: ****** **** ****,
  Hardback Availability, and Website design), so it is not true that he paid $12,000. And that means
  he still has a balance to pay. In this industry, the publishing industry, patience and transparency are
  the few keys to success. Also, it was clearly stated in the contract that there’s no guarantee of
  minimum sales, as they may vary depending on the results of the marketing and publicity
  campaign. Moreover, it was also mentioned in the contract that in order for the services to be
  fulfilled, they needed to be 100% paid.
  Understandably, the author is looking forward to the sale of his book. However, the beginning of
  the journey is the toughest one to face. For now, the results of the marketing and publicity
  campaign are far from what was expected. And despite the deferred last two payments of the
  London Book Fair, the company paid for the remaining $1,100 for his book to be registered in the
  book fair. Which is a priority as the event is on April 18–20, 2023. (Please see attachment no.4.)
  In significance to the statement mentioned above, the author then raises the following points: (1)
  "…as ***** told management to delay printing my book and not to ship out to stores…" and (2)
  
  "… after saying they would pay my travel expenses to London because of all my problems with
  *****, have reneged on that also." The succeeding paragraphs are the responses to the points
  mentioned:
  (1) Mr. ***** ******** did not tell the management to delay the printing of the book as there is a
  standard time to be followed in the printing process of the book. These books cannot be printed all
  at once due to the volume of orders. Due to the additional order, which demands an extension to
  the standard time for printing the books. In addition to that, these books cannot be shipped out to
  the bookstores immediately, as bookstores have standards and qualifications when it comes to
  selecting books to display on their shelves. Furthermore, the process of stockpiling takes a lot of
  time as it will undergo evaluation. This is why Mr. ******** was searching different bookstores
  to pitch your book to maximize its visibility and gain interest from bookstore owners. However,
  as mentioned above, the said author advisor left the company due to family problems.
  (2) The ****** **** **** was prioritized because the event will happen on April 18–20, 2023.
  And in significance for the said event, Ms. ***** ******* sent an email to the author to clarify
  what the author misunderstood about the travel expenses for the ****** **** ****, to wit: "I want
  you to understand that we will not be doing the travel expense for your book fair. We already paid
  the investment of your ****** **** ****…" (Please see attachment no. 5.)
  As a solution, the author mentions to wit: (1) "I would like Citi of Books Citi of Books to pay my
  expenses London or refund what I paid…" and (2) "… refund the money spent on books not
  printed." The following are the answers to the said concerns:
  (1) As mentioned above, the author was already registered for the ****** **** **** and is not
  eligible for a refund for that service. Moreover, expenses were already covered by the publisher,
  except for the travel expenses.
  (2) The stockpiling services will be refunded due to the challenges the publisher encountered
  during the process. Due to the standards and qualifications of different bookstores, it is a challenge
  to pitch a book so they will display it on their bookshelves. However, despite the work that was
  done, COB decided to refund the author with the condition that the full refund amount for
  stockpiling will be deducted from the remaining balance of the initially paid marketing services.
  With that, the author will receive a refund amount of $2,025.80. That is because the total amount
  for stockpiling services was deducted from the remaining balance the author has to pay to the
  publisher. The total amount was $5,085.00; minus the author’s remaining balance in marketing
  services of $3,059.00, he will receive $2,025.00.
  To summarize everything, (1) the author has been cooperating with COB for almost six months
  and not a year for the publication of his book, "*** ***** **** *** *** *****" His book was
  published last December and started a different marketing strategy to establish a name and brand.
  (2) Mr. ***** ********, the author’s former author advisor, left the company due to problems
  he’s facing with his family. (3) Mr. ******** maybe somehow left an expectation for the author’s
  book to be looked forward to. However, setting expectations to a limit is a responsibility, especially
  if new to the field. (4) The author paid exactly $9,235.00 (including the bank fee) for all the
  services he purchased, and the amount he mentioned was the overall total amount that he needed
  to pay, which is $12,524.00. (5) Furthermore, the book has a lot of potential, and it deserves to be
  displayed at the ****** **** **** in 2023. Citi of Books covered the book registration for the
  said book fair. (6) And due to the challenges faced with stockpiling and the qualification for the
  book to be displayed in bookstores, the author will be refunded the deducted amount of $2,025.00
  despite the preceding actions taken.
  *** ****** ** ****** *** appreciate your cooperation with Citi of Books. We hope things are going
  well for you at this time.

  Customer Answer

  Date: 04/04/2023

  Complaint: ********
  
  
  

   Regarding Citi of Books comment about the ****** **** ****, you have a copy of an email from ***** stating that they will pay my travel expenses to the fair. I paid about $2,000 which they will not have to spent by Citiofbooks towards a booth and promotion materials about my book. 

       After canceling Citiofbooks for failure to successfully marketing my book, supposedly a year and a half without a saleI, I hired ****** ***. I just found out that Citiofbooks actually sold 75 paperback books and 23 hardcover books. I had to find this out from ****** ***. However, they never paid me the about $2,000 in royalties. Not only are they inept in book marketing, but they are thieves!

       I now want the $2,000 refund for my contribution towards the ****** **** **** costs that Citiofbooks won’t have to pay towards a booth and promotion on the book if I displayed to the fair. I also demand about $2,000 in book sales royalties plus all other moneys paid to Citiofbooks for their fraudulent marketing, disappearing as soon as they got all my money. No one would answer any of my numbers phone calls or emails. I should receive a total refund on all money given to Citiofbooks!

       I can’t believe how their marketing team could never mention the sales of my book in over a year and a half! What Citiofbooks has put me through, in stolen sales, reneging on paying my travel expenses to The ****** **** ****, see email from ***** and on deferring payments towards the fair until revenue was received. The irony is that revenue was received but never reported or shared it with me,