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:10/24/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a contract with Penguin Book Writers to publish a book written by my 6yr old daughter. After I paid they started passing me around from one person to the other with each time asking for additional payment that was not mentioned in the original contract. I paid once more but refused to pay when they asked for another surprise additional cost (ISBN)After I told them I am not paying any more surprise costs and referred them to their email where they had promised there were no other additional costs, another person was put on the case to help resolve, they apologized said it was their mistake and they went ahead and published the book. They did not mention any condition to them covering the cost. Now they have refused to provide the author copies that were in the contract stating that I need to pay since they covered ISBN cost that they never mentioned was an added cost. All they care about is asking for more money not mentioned before. I just want an author copy for my daughter as that was the whole purpose of publishing her book as a gift which they know.

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 started working with PBW to help publish a book I have written. After many failed attempts and poor work on their part, I asked that we terminate the agreement and I get a refund. They said they do not do refunds. After many emails and many weeks of talking to many people (who I feel I'm being passed around to just to shut me up) they agreed on a 50% refund as they feel they already did some work. While I do not agree with that - I wanted to be done and said ok to the 50% refund. They are now telling me (after many times they failed to call or email when they said they would) they can not give me the 50% refund because 'it is not possible due to a time limit'. I've given them multiple other ways they could give me this refund; Paypal, venmo, check, zelle, cash, direct deposit (as they have my checking information due to the paperwork I had to fill out initially) and they will not move forward. I asked to speak to a manager and they claimed I am speaking to the person 'at the highest level'. I simply want my refund and want to be done trying to contact them as they certainly do not reach out to me.

  Customer Answer

  Date: 08/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Penguin Book Writers regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:05/06/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 into a contract with this company to market my book. They promised to sell 4000 books for a fee of $6500. Contract negotiated by *********************************** ************ and signed electronicall by *******************, **************. during the following 6 month period. Too date they have sold no books. The Only books sold were purchased by my firends. Despite ******** follow-up and a string of excuses they have no lived up to their contract. Various other irregularities such as continual transfers to NEW personnel to handle my account, loss of email addresses and online complaints have convinced me this company is a scam. I want a full refund of my $6500.

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Penguin Book Writers regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Penguin Book Writers regarding the failure to refund my payment for services rendered. In February of 2023, I engaged the services of Penguin Book Writers to fulfill a contractual agreement to publish my book with the assurance that it would be complete no later than the end of the year. However, my experience with them quickly turned sour as I encountered numerous issues within the first few months of our engagement. Despite raising my concerns with the various "team members" assigned to me, the situation did not improve, prompting me to request a refund at the end of 2023. In writing, *************************** and ************* assured me that my refund would be processed promptly. However, despite their assurances and the passing of over two months, I have yet to receive the promised refund. Further, the email I was using to communicate goes repeatedly unanswered.Throughout this ordeal, I have been subjected to a barrage of excuses and delays, leaving me deeply dissatisfied with the level of professionalism and integrity demonstrated by Penguin Book Writers. The lack of transparency and failure to honor their commitment has caused me significant inconvenience and set backs.I hereby request that the Better Business Bureau intervene in this matter and facilitate the full refund of my payment from Penguin Book Writers. Additionally, I urge the BBB to investigate the company's business practices to prevent similar incidents from occurring in the future.Thank you for your attention to this matter. I trust that the Better Business Bureau will take appropriate action to resolve this issue promptly.

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Penguin Book Writers regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:02/01/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 Penguin Book Writers on 3/3/23 to provide many services for me on three books that were composed as a trilogy. The contract is very specific as to all the services that will be provided and I was told that these could be accomplished within three months by their sales representative. The Contract was signed by *******************, ************ Services whose phone is listed as ************. His email is listed as info@penginbook writers.com. I paid $2,189 US dollars but received almost none of the contracted for services. Nothing but some very spotty communications and, when I tried to see what was the problem, I was often told the assigned workers were "sick". The workers I was able to speak with were apparently from *****, taking US sounding names, but seemed educated but swamped with work. I want my money fully returned and am prepared to go as high up as needed to shut this fraud down and advise the public. Recent reviews say the product is of such poor quality no one would buy it if it does get produced. A company that has apparently lost all credibility. PLEASE DO NOT CONFUSE THIS WITH PENGUIN BOOKSELLERS. THERE IS NO CONNECTION BETWEEN THE TWO.

  Customer Answer

  Date: 02/26/2024

  At this time, I have been contacted directly by Penguin Book Writers regarding complaint ID ********, however my complaint has NOT been resolved because:

  The ********************* at Penguin Book Writers has asked me to give the company another chance to meet their contractual obligations.  The two executive women I have been contacted by seem top quality and they have promised me that all their company has contracted to do will be completed very rapidly.  It will soon be one-year since the contract was signed and they received and cashed my sizable payment,  so I am not relinquishing my rights to file actions for redress until all that I paid for and was promised has been delivered.  Nonetheless, while starting over completely with "a new team" is not ideal, I want to be fair to the many good people who work for this long established company.  As I have expressed to them, there are many other options for writers in the current marketplace and I want to either get what I paid for soon or let others know about my experience.  I am in a wait and see posture...knowing full well it has already been way too long.

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

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:12/14/2023

  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 retained Penguin Book Writers to publish my book in October 2023. The book was to be published by the end of November 2023 in time for Christmas. The book is still not completed. I have made repeated requests to end the contract and return my payments. I attempted to contact *******************, who signed my contract, and was told he is unavailable till February **** for even a phone call. I get re-routed back to the project manager, ***************************** and my requests to cancel are ignored. I would like my money returned as they did not meet the deadline for publication, and continue to give me the run around.

  Customer Answer

  Date: 12/21/2023

  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 and the matter has been resolved.

  Penguin Book Writers refunded my money in the sum of $1250.00.
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 contract with Penguin Book Writers began on May 13, 2023, paying them $4500 for their services to promote my book. The contract states that "the Service Provider guarantees 250% ROI ($11,250) over the period of next 6 months. Anything less than the guaranteed ROI or the amount $11,250, shall qualify the client for a 100% refund without a question." The project progressed at a snail's pace and met with numerous delays. Today, 5 1/2 months later, not a single book has been sold. Earlier that same month in May 2023, I had also entered into another service agreement with an affiliate branch of the same company called Elite Wiki Writers. Their commitment was to help draft a description of my nonprofit organization, *************** Reform Int'l and get it published in Wikipedia. To this day, it has never been published. I requested a refund of the $500 for this project and approximately three weeks after assuring me that the refund "had been processed," the funds have still not shown ** in my account. I complained about this matter to *************************** who appears to be the spokesperson with clients for both companies. On Saturday, Oct. 28, in response to my upset, ******** proposed that we "call it quits" with the book project as well. I agreed. I reminded her that the contract states: "If the client finds the services to be unsatisfactory, they can claim a 100% refund at any given point, which shall be processed in ***** hours." ******** verbally agreed to the full refund but balked at this short turn around indicating that this guarantee should never have been made indicating that it isnt possible to fulfill their commitment in one to two days. Not wanting to endure another delayed refund payment, I sent an email to all members of the team on Monday, Oct. 30 indicating that I expected Penguin Book Writers and this team to honor this service agreement as prescribed. I sent an updated email on Oct. 31. I've received no response from anyone with any assurance at all.