Complaints

This profile includes complaints for SelfPublishing.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SelfPublishing.com

  Austin, TX 78702-3436

• 

  SelfPublishing.com

  Venice Venice, CA 90291

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:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with SPS (paid $6000) and submitted my children's book ******************* on 3/3/23. Agreement was for my book to be done in 6-8 weeks. SPS online submission portal had tech issues that delayed 2 weeks. SPS apologized. 3/17/23 ******************************* and I discussed my timeline, requirements and he asked about my other book I self-published **** Trace and Say) saying SPS would love to put it online as an ebook. I agreed and paid additional $2000 on my credit card for SPS to format for online. Unbeknown to me, they charged an additional $3000 to my card that same day. Thats $11,000 paid to date. I kept in constant contact with ************, my communications were often ignored. I asked for any work product repeatedly and on week 7 ************ said he was behind, and it didn't look like he would make the deadline. I had launch events planned at schools I couldn't change due to school year ending. He said I was his top priority, and he would make it happen but 5 days later he sent me merely a book cover for review but astonishingly the cover was mistakenly a title page, huge mistake. I texted him, emailed him and messaged on ****** docs about error but he did not respond for 4 days. In week 8 I emailed SPS to stop and refund my money due to severe lack of communication, errors, no usable work completed, and missed deadlines. I had no usable work product from SPS. ********************* called 5/1/23, apologized and said this never happened and agreed to a full refund. He said to speak with *********************** as he handles refunds. 5/2/23 ***** called, apologized, asked what can be done to make it right I said my deadlines had been missed and I had lost all faith in SPS. He agreed to a full refund in 6-8 business days to process. 8 days later I emailed and called him because only $2000 of $11000 was refunded to my card. He replied SPS only agreed to refund for *** book - he lied. Emails support my main grievance of no work done on ****** and Whiskers.

  Business Response

  Date: 06/23/2023

  Dear *****, 

       Thank you for bringing this matter to our attention, and we are sorry for any inconvenience that you have experienced in this process. We will do everything we can to resolve the issue here as quickly as possible. It seems like there must have been some unfortunate confusion between our staff and yourself. We would be happy to refund you the full amount that you paid to us, which is $8,000.00. We have searched for a record of the additional $3,000.00 you are mentioning here, and are not able to come up with anything. We are more than willing to help you out with this issue as well and figure out the best way to make that situation right too. If you have a statement from your financial institution showing this, as well as what card or account it came from, that would help us identify what is going on. Please do not hesitate to reach out with any questions or concerns on this matter, and we are looking forward to getting this resolved for you. 

   

  Sincerely, 

  SelfPublishing.com 

  Customer Answer

  Date: 06/29/2023

  Complaint: 20128345
  
  I am rejecting this response because:

  I accept only part of the response from the business,SelfPublishing.com, where they assert a refund to me for the full amount is justified,but once again SelfPublishing.com has erroneous accounting. They owe a remaining credit back to my **************** Credit Card for $9,000, not $8,000, and it makes no sense their records do not show the three charges they initiated with ****************.

  SelfPublishing.com charged my **************** credit card as follows: $6,000 on 11/10/2022; $2,000 on 3/22/2023; and again on the same day made an unauthorized charge of $3,000,for a total of $11,000.  After repeatedly communicating with SelfPublishing.com about their producing zero work product, and apparently fraudulently charging my credit card, they agreed to refund me the full amount, but then proceeded to credit my **************** only for $2,000 on 5/3/2023.  $11,000 charged minus a $2,000 credit equals a refund balance owed to me of $9,000.

  **************** has already reached out to SelfPublishing.com and SelfPublishing.com can call Amex at ************** to verify all of the charges they initiated.  Also, attached are the only two receipts SPS sent to me, both on 3/22/2023 for $3,000 and $2,000, as well as copies of all three Amex statement charges totaling $11,000. In sum, a refund balance of $9,000 is still owed to me (not $8,000).

  Regards,
  

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

  Business Response

  Date: 08/08/2023

  We would like to apologize to the customer for their experience and confusion here, as it was uncovered that there was a system error and that there was $11,000.00 in total charged. We have spoken with **************** about the dispute and have offered to give a full refund to the customer if the dispute could be ended, and we are positive that no matter what, the customer will get the entire amount of the purchase refunded to them. 

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service 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 had signed up for self publishing.com program in April 2022. One week later I experienced a death and became pregnant with health complications, which prevented me from participating in the program. I had written to ask for a refund, and was told that they were unable to issue one but that I could restart the program at any time and they would waive the one year cap. I attempted to contact them to have access to the coaching program beginning in March 2023, but each time I have reached out, I have gotten an automated response that they will put me in touch with the right person and have not heard from anyone

  Business Response

  Date: 05/25/2023

  We sincerely apologize for the inconvenience experienced by the customer and their inability to reach us. At selfpublishing.com, we highly value the opportunity to assist our customers in achieving their author goals, and we remain eager to work with this customer to ensure their book gets published!

  As soon as we received this complaint, our dedicated Author Success Manager made two immediate phone calls to establish contact with the customer. Unfortunately the voicemail inbox was full so a voicemail could not be left. Our support team will be reaching out to the customer today via email to address their concerns and provide any necessary assistance.
  

  Furthermore, we would like to bring to your attention that the customer had previously opened a support ticket with our team on May 9, 2023. In a prompt manner, our support team responded to their inquiry via email within 45 minutes. However, it appears that the customer may not have accessed or responded to the email.

  
  Selfpublishing.com genuinely values the opportunity to support this author throughout their author journey, and we are committed to resolving any outstanding issues. We appreciate their patience and understanding, and we look forward to working together moving forward.

  Customer Answer

  Date: 06/01/2023

  Complaint: 20103430
  
  I am rejecting this response because:

   

  my mailbox was not fully I had checked it and had someone else leave a message. I have received messages both before and after.

   

  regardless, it has now been a week and I still have not received an email from a customer service representative. This level of support is indicative of my initial complaint. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/23/2023

  Dear *******, 

        I am sorry to hear that you did not receive any of our correspondence, as the most important thing here is for you to get the support you need during this process. After talking with our team, we have had a member send you an email to connect with you and get this resolved as efficiently as possible for you. Please do not hesitate to email ************************************ if you do not have an email from us, or if you have any questions or concerns. 

   

  Sincerely, 

  SelfPublishing.com

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in the *** program on 02/26/23. Upon starting the program I realized that a lot of the information they provide can be found online and some of their authors who have published books on Amazon have ebooks flagged for typos. To make things worse, after I enrolled in the program I had a change in circumstance linked to a legal case my family and I are involved in regarding my sister, which led to my inability to write the book I wanted to write. This changed my ability to do the program within 90 days. Once I expressed that I wanted a refund, I felt a switch in how they handled things. I had to meet with someone via phone on 04/04/23 to discuss getting a refund. He told me that I was requesting a refund outside of the usual window (14 days) and would have to consult with his boss about my situation. He admitted on the phone that my situation was unusual given the legal case regarding my sister and the fact that it is preventing me from meeting my initial writing goal of writing a book about her. He said he would get back to me by the end of the week with a decision. That conversation took place two weeks ago and I still do not know if I can at least get a partial refund. Looking back at everything I regret every enrolling in this program as I was told that I would receive something physically in the mail about the program, which never happened. The second coaching call I had was a joke, as once I expressed a problem with being able to write my book the conversation did not flow as well as the first call. It also does not seem like you can easily contact anyone at *** via email. I even had to resort to texting the person I spoke to about a refund for updates about the status. Needless to say, this program is a scam. Once they realize that you are not going to be able to write a book in 90 days there is no support. They need to become more flexible with their refund policy since bad things happen sometimes and only 14 days to request a refund is not enough.

  Business Response

  Date: 05/23/2023

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address the issues you have raised in a professional and respectful manner.

  
  Regarding the grammar errors you mentioned: we would like to clarify that selfpublishing.com does not provide editing services for our authors. As a self-publishing platform, we empower authors to take full control of their work, including the responsibility for editing and proofreading. We understand the importance of maintaining a high standard of quality, and we encourage our authors to seek professional editing assistance to ensure their work meets their desired level of excellence.

  Regarding your mention of a 90-day limit to our courses, we want to assure you that all our customers receive lifetime access to their course content. We apologize for any confusion that *** have arisen. We value our relationship with our authors and are committed to supporting them throughout their publishing journey. Our goal is to provide ongoing assistance and guidance to authors, ensuring their success even after the completion of the course.

  
  We acknowledge that your situation is unique and requires special attention. However, it is important to note that selfpublishing.com has successfully assisted other authors facing similar circumstances in writing and publishing their books. We have offered multiple suggestions to help you write this important book, one that holds significance in honoring your sister's name and establishing a foundation in her name. Our team is dedicated to supporting you in achieving your publishing goals and will continue to provide the necessary guidance and resources throughout the process.

  
  We sincerely apologize for any inconvenience you experienced in your interactions with our customer support team. We have reviewed your case, and we can see that you have initiated three support tickets via email and made six phone calls to our team. Unfortunately your coach left notes indicating that you were not present on your last coaching call.  

  
  To reiterate, our program includes lifetime access to all course materials, a fact that is communicated during the onboarding process for new customers. We understand that each author has unique needs, and we strive to accommodate them accordingly. Our primary goal is to support you in achieving your publishing objectives while providing the utmost value for your investment.

  
  We genuinely appreciate your partnership and the trust you have placed in selfpublishing.com. We remain committed to working with you to ensure the successful publication of your book. Please do not hesitate to contact us directly to discuss your concerns further and to explore how we can best assist you moving forward. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 05/23/2023

  Complaint: 19951249
  
  I am rejecting this response because: they did not address my request for a full or partial refund. I am no longer interested in the resources this program offers. I was not present for my last coaching call because I was waiting for the status of my refund request and I emailed my coach about canceling that call beforehand and she never emailed me back. 
  
  Regards,
  
  ****************************************

  Business Response

  Date: 08/08/2023

  In response to the customers rejection of the previous response, we would like to acknowledge that we are willing to connect and come to an equitable resolution and make this right. We would be happy to do this over email, or a phone call to ensure that all of the customers experiences are heard and any wrongs will be made right. We would be happy to do this at the customers earliest convenience and will attempt to reach out again as well. SelfPublishing.com apologizes for any inconvenience and problems that have been had by the customer. 

• Initial Complaint

  Date:12/12/2022

  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.

  I worked in State govt. in ******* (1991-2007) in *********************** Counseling. I became legally blind & have epilepsy because of complications from congenital hydrocephalus. Because of poor accommodations, both ******* forced me out of State jobs. It's been a lifelong goal to write/publish a book. Considering the cost of working w/ a publisher, I explored self publishing & registered for a program with the Self Publishing School. Since a Welcome Call on June 28, 2021, a phone conversation on 10.4.21, e-mails and text messages, I have received no feedback on any materials I have sent to SPS for review. After exchanging e-************ messages with various people, I was referred to their website to scheduled an appt. I had a 30 min. call scheduled for today (12.9.22, 3-3:30). I received an e-mail 30 min prior to the appt confirming the call/phone number. Yet, I did not receive a call from SPS. A career in *********************************** a book has been a lifelong goal. After my vision loss at age eleven, my parents insisted I couldn't work in journalism without driving. Instead, I was forced into State employment for the sake of job security & benefits. Now, my personal/professional experience & work as a *********************** Type Indicator (MBTI) Master Practitioner have inspired a book I want to publish. Unfortunately, I made a bad investment registering with the Self Publishing School. Any assistance you can provide to have my money refunded will be frestly appreicated. Thank You.Sincerely, *************************** ************

  Business Response

  Date: 02/14/2023

  The customer had multiple coaching calls with their coach (11/24/21 and 7/28/22), and did in fact receive feedback on their manuscript on the second coaching call. Selfpublishing.com coaches take notes about author progress and the customer's coach noted that ****** words had been written in the manuscript upon the second coaching call. Specific next steps were offered to the customer to increase the word count of their book. 

   

  The customer had a support call on 11/30/22 with the selfpublishing.com team and a link was sent to the customer to rebook with their coach.

   

  Selfpublishing.com's intention is to connect directly with the customer in order to help this customer publish their book. They have a powerful message to share and a lot of progress has been made already. 

   

• Initial Complaint

  Date:09/30/2022

  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.

  Date of transaction was 9/27/22. I was contacted by the self publishing school by phone under the guise of getting the opportunity to speak with a publishing professional and get tips on finishing my book. In reality it was a pushy and manipulative sales person. The company promised to provide services and publish my book for a fee. Less then 2 hours later I contacted them for a refund due to a new financial hardship. I had been previously told a refund would not be a problem. Instead of just refunding my money, however, I have received several emails from various sales associates that do not address the current issue but are manipulative in nature stating I just need to be more committed. Since the last communication of repeating the same issue with a third person I have had no response back. I want nothing further to do with a company that values bullying and predatory business practices. Why hasnt a refund been issued since no services have been rendered/ no product purchased, no finished book published? They have fulfilled none of the promises given.

  Business Response

  Date: 12/01/2022

  Thank you for the opportunity to respond to this customer's concerns. We have contacted our customer to address their concerns.