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In Central Indiana

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Description

Publishing Services; Author Services; Marketing and promotional services

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Author Solutions, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Author Solutions, LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 336 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

336 complaints closed with BBB in last 3 years | 93 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 55
Billing/Collection Issues 19
Delivery Issues 16
Guarantee/Warranty Issues 7
Problems with Product/Service 239
Total Closed Complaints 336

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Author Solutions, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

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BBB file opened: October 20, 2002 Business started: 10/20/2002 in IN Business incorporated: 01/09/2007 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Andrew Phillips, CEO and President Mr. Bill Becher, Senior Vice President Ms. Elaine Headley-Jerome, Manager of Author Satisfaction
Contact Information
Customer Contact: Ms. Elaine Headley-Jerome, Manager of Author Satisfaction
Principal: Mr. Andrew Phillips, CEO and President
Business Category

Publishers - Book VANITY PUBLISHERS

Method(s) of Payment
Credit card (MC VISA AMEX), check, money order
Alternate Business Names
Abbott Press Author Learning Center AuthorHouse LLC Balboa Press Booktango Content Distributors LLC Inspiring Voices iUniverse, LLC Legacy Keeper LifeRich Publishing Palibrio Responder Media Trafford Publishing, LLC Westbow Press Wordclay, LLC. Xlibris, LLC.
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Additional Locations

  • 1663 S Liberty Drive

    Bloomington, IN 47403 (812) 339-6000 (877) 775-7551

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Additional Phone Numbers

  • (812) 339-6000(Phone)
  • (888) 519-5121(Phone)
  • (888) 728-8467(Phone)
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Complaint Detail(s)

7/8/2014 Problems with Product/Service
7/6/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Author Solutions holds an even entitled PitchFest, which I participated in during the weekend of February 8-9, 2013. The cost of PItchFest was $1,999.00, not including travel and lodging expenses. At PitchFest, I pitched to ten potential film productions companies about my self-published book and five out of the ten requested a copy of my book to consider for the screen. Author Solutions has done two things that I consider to be fraudulent/dishonest. At the PitchFest presentation, they stated that our "pitch" would go into a Hollywood Database for other production companies to view and consider. I found out later this is not the case; therefore they lied. Secondly, when I followed up with Author Solutions six months later about how many of the companies were still interested in my book, they communicated that four out of the five were. When I followed up again, they were cagey and said they wouldn't tell me. Not that they have my money, I feel their guardedness displays a lack of follow-through and PitchFest was a scam.

Desired Settlement: I would like a written statement about which companies, if any, are still considering my book. I would also like at least a partial refund for PItchFest since Author Solutions misrepresented themselves by saying our pitch would go into a Hollywood Database, when it did not.

Business Response:

Dear BBB,

Thank you for giving us the opportunity to explain the PitchFest Las Vegas 2013 that Ms. *********** purchased.

Ms. ****** purchased the PitchFest Las Vegas 2013 marketing service on January 7, 2013.  The event was held in early February 2013.  Because this service is over, a description of the specific service is no longer on the website.  As the 2013 and 2014 PitchFest events differ only in their location and scheduled dates, we have provided a link to the service description currently on the website for the PitchFest Los Angeles in September 2014.  http://www.iuniverse.com/Servicestore/ServiceDetail.aspx?ServiceId=PKG-8604.   

For authors seeking to bring their books to the screen, we offer several Book-to-Screen packages each with different services.  In this category are two (2) levels of PitchFest event packages. Ms. ****-****** selected the Las Vegas PitchFest 2013 package which contained the following elements:

·         Pre-event assignment to guide in preparing material for the event  

·         Welcome Reception

·         How-to-Pitch Workshop  with Robert Kosberg, Hollywood producer and idea man 

·         Practice Session to fine tune the approach

·         Speed-Pitch to entertainment companies seeking material for screen adaptation

·         Registration of Idea with Writers Guild of America

·         Feedback from entertainment companies attending

·         The opportunity to win a video conference with an exclusive Entertainment Executive if selected as one of the top two “pitches” of the event.    

 

Hollywood Database

Ms. ****-****** states that she was told at the event that her “pitch” would go into a Hollywood Database for other production companies to view and consider.  She contends that she found out that this did not happen but does not elaborate further on her statement or how she came to this conclusion.   

 

The PitchFest service does state that, “We’ll register your book with the WGA to protect your unique concept.  Attached is the receipt submitted by Author Solutions staff to WGA (Writer’s Guild of America), showing that Ms. ******’s book was submitted and registered with WGA on February 13, 2013.  This component of the PitchFest service safeguards her concept and characters as her literary property since members of the entertainment industry have been exposed to her work and have expressed their interest in its adaptation.

 

At the event the top two “pitch” designees were offered an alternative choice to the video conference (see package elements above), a Hollywood Treatment service which is another of the Book-to-Screen package offerings.  http://www.iuniverse.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-1096   As this link describes, the Hollywood Treatment service goes beyond the “pitch” moving the book into the first step of the drafting of a screenplay.  It exposures a developed outline of the book to a specific Hollywood entertainment management and production company.  If they choose to not engage the work then the treatment is placed into a Hollywood Database.  Although Ms. ****-****** received positive responses to her “pitch” she was not selected as one of the top two at the event.  Could this scenario be what Ms. ****-****** is referring to in her filing?

 

Parameters for Follow-Up with Interested Companies

The PitchFest service description says “Approximately two weeks after the conference, we will send you a feedback packet regarding how the various representatives responded to your pitch.”  Ms. ****-****** was sent an email containing a PDF of the ten (10) response cards.  This PDF is attached, as is the text from the body of the email. 

As explained in the email, it is up to the companies to express to us they have further interest in a book project; “the companies will let us know if they want to pursue any/all of these projects further, and we will of course report back to you if/when we hear any news whatsoever. “  

Hollywood does not move quickly.  As stated in the service description and in the email, “…these things often take time… There is no set timeframe in which they will respond…a request to read your book is a primary step in what can often times be an arduous process...but know that this is in no way a guarantee that there will even be a next step.”  When companies express further interest in Ms. ****-*******s book, we will pass that along to her.

Ms. ****-****** writes that she would like a list of the companies interested in her book.  We are unable, for privacy reasons, to provide specific information about the companies that participated in PitchFest or their current interest level in her book.  This fact is stated in the follow up email she received. copy attached.  Due to a strict privacy contract between Author Solutions and the entertainment companies involved, we cannot provide a list of companies or names of the executives that were tied to this event. This policy is in place to maintain the integrity of our working relationship for future ventures and maintain the privacy of those individuals involved in the process.”   

And again, “If any company shows additional interest after we have delivered your book, it is at that time you’ll be told who the company is and will be put in touch with them.

In closing, the component services of the Las Vegas PitchFest 2013 were completed.   Ms. ****-*******s book was registered with WGA on February 13, 2013.  She was sent the follow up email, with the response cards attached.   Further response from the entertainment companies could take time and we will let Ms. ****** know when that happens.  As the service has been fulfilled as described, it is ineligible for refund.

Sincerely,

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2014 Billing/Collection Issues
6/20/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service
6/1/2014 Problems with Product/Service
5/27/2014 Problems with Product/Service
5/19/2014 Problems with Product/Service
5/18/2014 Problems with Product/Service
5/18/2014 Problems with Product/Service
5/13/2014 Billing/Collection Issues
5/9/2014 Problems with Product/Service
5/6/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
5/4/2014 Problems with Product/Service
4/23/2014 Advertising/Sales Issues
4/22/2014 Problems with Product/Service
4/9/2014 Advertising/Sales Issues
4/9/2014 Problems with Product/Service
4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am charged annually for a service that I cancelled within the first billing cycle of the alleged "free" service. I purchased a book publishing package from Xlibris that came with a free online subscription to a service called "Author Learning Center." I was excited about this at first but soon found that I did not have the time to utilize the service and cancelled my subscription via the phone. The subscription continued for the remainder of the year as it should have, but then I was charged $149.00 for another year of subscription. Upon complaining to the company they informed me that I did not cancel, later came back and said I did not cancel within the allotted time frame, but they would cancel my subscription for future years and I would never be automatically charged again. I also cancelled my subscription through their website and I canceled my subscription via phone AGAIN when a representative called me to talk about my account. However, once again this year I was charged the same $149.00, I called the company and they assured that I would receive a refund and that my card number would be removed, however this is what they assured me after the first charge. I also attempted to block their company from making future charges by calling my bank and the bank informed me that the charges were made each year with a different merchant name. After learning this, I researched online and found an onslaught of negative feedback concerning Xlibris' illegitimate practices, scams, and downright lying about the company they are with to other customers.

Desired Settlement: I would like the company to not only refund my unsolicited charges, but to also remove my account from their system. In accordance with the large amounts of negative feedback they are receiving online I think they should also either perform their promised actions correctly or stop attempting to do business altogether.

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to review Ms. ********’s Author Learning Center subscription.

 

****** ******** purchased a publishing package with XLibris Publishing on December 27, 2011.  This package included a free one-year subscription to the Author Learning Center, a resource created to help authors.   To activate the subscription, one must sign up through the Author Learning Center website which Ms. ******** did on March 20, 2012.  On that date, she spoke with ****** ******, who informed her that the subscription would automatically renew after one year unless she cancelled the subscription prior to the renewal date.  She acknowledged her understanding.

 

Ms. ********’s renewal was auto-charged on March 20, 2013. Ms. ******** called and spoke with **** ******* to discuss the renewal of her Author Learning Center subscription on March 30, 2013.  However, Ms. ******** disconnected the call before a cancellation and refund could be processed.  She called again on January 9, 2014, and spoke with Mr. ******* once again.  Ms. ******** said at that time that she would cancel her subscription online through the Author Learning Center website.  However, she apparently did not do so, as the subscription renewed on March 20, 2014.

 

On March 21, 2014, we cancelled Ms. ********’s Author Learning Center subscription and refunded the two $149 payments to the credit card on file, transaction IDs  ************ and ************.  These refunds should appear on Ms. ********’s credit card within 3-5 business days depending upon the processing time of her bank.  Attached is a picture from our billing service, showing that Ms. ********’s account has been closed and that her credit card will not be charged again.

 

In summary, Ms. ********’s Author Learning Center subscription has been cancelled as of March 20, 2014, and she has been issued a refund of for her 2013 and 2014 renewals.

 

Sincerely,

 

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I am only accepting this business' response because they did finally refund both of the charges that were wrongfully taken from me. Their account of my disconnecting that particular phone call, being informed on how to cancel online, and not going through with any of the cancellations myself is fabricated to cover their own mistakes and inability to resolve those issues in a timely manner with me personally.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/1/2014 Problems with Product/Service
4/1/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/13/2014 Billing/Collection Issues
3/11/2014 Delivery Issues
2/26/2014 Problems with Product/Service
2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The amount I received with my direct deposit for royalty payments on the sales of my book**** ***** ********* was $26.63 on 5/15-13 - $26.56 on 8/14/13 and $20.95 on 11/15/2013 yet my 1099 says they paid me $211.42. On Wednesday, February 5, 2014, then two more times, I asked their employee **** ***** to email me a record of all the 2013 deposits made to my acct. by Author Solutions and still have not heard from her. I need to file my taxes sooner than later and will not pay tax on income I did not get in 2013. I need an accurate 1099 to file IN ORDER TO FILE MY TAXES. My accountant needs to know why my 1099 does not match the deposits they made into my checking account. If Author Solutions took half of my royalties as some kind of admin. fee my accountant needs to know. If not, where is the remainder of my royalty payments?

Desired Settlement: Either pay me the Royalties they cheated me out of or explain why the direct deposit amounts they made to my checking account in 2013 do not come close to the $211.13 they claim they paid me as I need to have an accuate accounting for my taxes and need to file my taxes NOW.

Business Response:

Dear BBB,

Thank you for the opportunity to clarify for Ms. ******** that the earnings reported on her 2013 Form 1099MISC are correct.

Royalty payments are reported on the Form 1099 in the year they were paid.  This information and more about the Form 1099 is posted in the FAQ section of our website and below for your reference: http://www.xlibris.com/faq_pricing_royalties.aspx

 Xlibris will mail a Form1099-MISC to each U.S. author who earned more than $10.00 in royalties (or incurred withholding greater than $0.00) during the calendar year. The income and withholding represent royalties from Quarter 4 of the previous year through Quarter 3 of the Form 1099-MISC year. The form will be mailed by Jan. 31, and should be delivered to the author in February. This form is required by the Internal Revenue Service (IRS) to report royalty income and withholding. If the author was not paid any monies during the calendar year, then he or she will not receive a Form 1099-MISC. The IRS requires Xlibris to have the form mailed/postmarked by Jan. 31, not delivered by Jan 31

In her complaint Ms. ******** lists electronic funds transfers from the first three (3) quarters of 2013 but does not list the payment for the Q4 2012 royalties made in February 2013.  A report of the payment amounts for 2013, their transaction numbers and dates electronically transferred to her bank is attached for your reference.  

As none of these transactions were returned or rejected by her bank, they were reported as income to the IRS according to their regulations.  We suggest that Ms. ******** may have overlooked the February 2013 deposit on her bank statement.    

The report confirms that the earnings amount on Ms. ********’s Form 1099MISC for 2013 is the same as the monies she has been paid in 2013.

Ms. ******** states that she corresponds by email only and emailed **** ***** asking for a record of her 2013 deposits.  We have a record of email correspondence between Ms. ******** and Ms. ***** on January 31, 2014 stating that she had not yet received her Form 1099 for 2013.  Ms. ***** replied that the Xlibris Form 1099s had been sent out the previous day, January 30, 2014.   A copy of their interaction is attached for your reference. 

To assist authors with any questions they might have about the information shown on their Form 1099MISC, inquires, like the one Ms. ******** poses in her complaint, are directed to our senior client services representative.  We conducted a search for any additional emails from Ms. ******** concerning her Form 1099 and found none.

In summary, the information on Ms. ********’s Form 1099MISC is correct as reported.  

Sincerely,

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. It would have been nice if they would have just answered my emails without me having to complain. This company seems to ignore complaints leaving author with no where else to turn due to their poor customer service. I'm not sure how these people stay in business.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I published my son's book with the company in September 2013. In October 2013 I spoke with my Publishing Agent ***** **** and explained to her that the cost of purchasing and shipping books to the Bahamas would far exceed the SRP on the books and that in order to have the books distributed in the Bahamas that I would need a high resolution digital copy to have them printed for distribution in the Bahamas ONLY. She informed me of the normal practice which was to end the contract in order to receive the digital rights to the book, but I explained to her that I did not want them to discontinue distribution to all the other parts of the world, but I just needed to be able to have the books distributed in the Bahamas where the author resides. She did some research and came back to me and advised that if I paid $99 I can get the digital file to give to the printers in the Bahamas and have the copies done for resale. I paid the $99 as requested, however, when I received the digital file it was low resolution which cannot be used for reproduction. I have been battling with various representatives for the past month, simply requesting that they either refund me the $99 or they send me the high resolution files so that I can have them reproduce for resale in the Bahamas ONLY. They continuously insist on the conditions of my contract, which was superseded by the telephone conversations between ***** **** and myself and a follow-up email from her confirming the terms of the telephone conversations. At this point I no longer want to continue doing business with them, because they have no integrity towards their promises to their customers and I am now having difficulty reaching my publishing consultant, who before this incident called me on a daily basis to offer me other services and another package as my son has 2 more books ready for publishing and she was aware of this information.

Desired Settlement: I am requesting that they refund me 50% of what I initially paid them to produce the book and the $99 that I paid for the high resolution CD Archive, they can also keep all of their files on the book as it appears that it would be easier to go to another publishing company than to continue working with them.

Business Response:

Dear BBB:

 

Thank you for giving us the opportunity to provide assistance to Ms. ****** in reaching her Bahamian audience.

 

Ms. ***** ****** signed up with Xlibris on August 31, 2013 to publish her son’s book entitled “Depth Perception”. The book completed the publication process and was made available for sale with Ms. ******’s approval on September 25, 2013. We have attached Ms. ******’s approval for your reference.

 

Ms. ****** contacted Xlibris in October 2013 to discuss the distribution and local printing options for her son’s published work. After several conversations with the publishing consultant, Ms. ****** purchased the CD Rom Archive Service on October 24, 2013. The CD Rom Archive is an add-on service which provides the author with a copy of the text of their published book in word-processing format and a low resolution version of the cover file for the book.  As these files contain the edited and final version of the work, many authors desire to have a digital copy of their published book in addition to a bound copy for their records.  The service was fulfilled and the CD Rom with the electronic version of Ms. ******’s son’s published work was sent to her on November 6, 2013.

 

After receiving the CD Rom Archive, Ms. ****** contacted Xlibris on December 27, 2013 to ask for the high resolution print files for the book as promised to her by the publishing consultant. Our Customer Satisfaction Department explained to Ms. ****** that the high resolution files can only be purchased for a fee and then only after the termination of the publishing agreement with Xlibris. Ms. ****** explained that she had already purchased the files as promised to her by the publishing consultant. 

 

An investigation was launched to review the communication between Ms. ****** and the publishing consultant. The review confirmed that the limitations of use of the CD Rom Archive files for printing were not properly communicated to Ms. ****** by the publishing consultant. 

 

We apologize to Ms. ****** for this circumstance and thank her for calling this situation to our attention. As a result we have worked with the representatives involved in understanding fully the parameters of the service and have taken steps to ensure similar situations will be better handled in the future.

 

Due to the miscommunication on the part of the publishing consultant, Xlibris would like to provide Ms. ****** with the high resolution file of her son’s published work. This version will be stripped of all Xlibris-related publishing information such as ISBN, logos, etc. Xlibris will assume no responsibility on the use of the file upon its endorsement to Ms. ******. We await Ms. ******’s confirmation on the acceptance of this offer.

 

Ms. ****** indicated in the complaint that her original intent was to provide copies to consumers in the Bahamas and retain the services of Xlibris for distribution elsewhere.  As of this writing, Ms. ******’s son’s book remains available for sale on the Xlibris website and through our distribution network.  Should Ms. ****** accept our offer to supply high resolution files, her original intent will be in place.

 

In her complaint she also asks for a partial refund and to dissolve the relationship with Xlibris.  Our records indicate that the publishing services contracted for the book have been fulfilled. Fulfillment of services forfeits their eligibility for a refund. We have attached a copy of the agreement form submitted by Ms. ****** for your reference.  

 

In summary, we again apologize to Ms. ****** for the miscommunication surrounding the CD Rom Archive Service.  We await Ms. ******’s acceptance of our offer to honor her request to replace the low resolution CD-Rom with a high resolution version for her use.  We also await her confirmation of whether she desires to continue the publication and distribution of her son’s work through Xlibris. The services of the publishing package have been fulfilled and therefore are ineligible for refund.   

 

Sincerely,

 

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Before I accept I need to know exactly what I am getting, will it be the High resolution file of the book in its format, completely edited with the exception of the Xlibris Logo and contact information?  I am not clear on the statement "This version will be stripped of all Xlibris-related publishing information such as ISBN, logos, etc." and do not wish to make any assumptions, an itemized list of exactly what will be removed will make it crystal clear.  Also I request that the file be made available to me through one of the large file transfer systems such as Dropbox, as the last CD took 6 weeks to get to me.  Once these matters have been addressed then I can make a decision.  

Regards,

***** ******

 

 

Business Response:

Dear BBB,

Thank you for giving us the opportunity to clarify our response for Ms. ******.

Ms. ****** has asked about the reference in our response, “This version will be stripped of all Xlibris-related publishing information such as ISBN, logos, etc."   On February 6th, attempts were made by Ms. ****** and me to communicate by phone which proved unsuccessful and the attached email was sent.  On February 7th we were able to speak and discussed the reference in question.

Ms. ****** has indicated that because of import costs and policies, the sale of her son’s work in the country of origin is cost prohibitive.  She desires to have a local Bahamian printer print copies of her son’s work for placement with bookstores and retailers in the Bahamas and agrees to only authorize the sale of these books to Bahamian establishments or for her or her son’s personal use within the Bahamas. She inquired if the PDF files are editable so that she might add identifying printer information for this local edition and was advised that they are editable in the hands of a knowledgeable printer resource.  In that she will be using the same cover design without Xlibris logos and ISBNs, to avoid confusion with the Xlibris publication, she has agreed to add text to the front cover which will distinguish the Bahamian printing.   

As stated in our original response, the release of a title’s high resolution files is contingent upon cancellation of the publication with Xlibris.  However, due to the erroneous information given her by an Xlibris representative and her agreement to how the files will be used, we are willing to make a goodwill exception in her case.

With her confirmation of acceptance of these terms through your office, we will prepare the high resolution files and send them to her.  As she has asked to have them sent electronically to her drop box, we will do so if feasible or, if not possible, we will contact her to arrange an alternate method of transfer.

We trust this information illustrates the steps we have taken to address Ms. ******’s concern.

Sincerely,

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

Manager of Author Satisfaction  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: re: Now Is All I Have e-book ID ****** Last September I was given the 50 clicks promotional tool to sell my book. I was afforded three months of this service which was included in the package that I bought. That was satisfied after three days with an additional 100,000 hits. When my royalty report came alight it stated that I hadn't had any sales during that third quarter period which statistically not possible. In October I was caught off guard when I looked at your Xlibris e-book store and found my book no longer there nor was it on Nook or Kindle. I immediately called Xlibris to complain and I was told that the matter would be taken care of in three to five business days but a few hours later a representative called me and left a nervous message that it had been reinstated. I have been requesting an investigation in these matters but to no avail. Instead they have given me weak excuses and they have transfered all over the place ending with only a voice mail. I subsecuently leave one but I never get a call back. I even called the person in specificaly in charge of complaints six times with no call back.

Desired Settlement: That an audit be done of the 50 clicks promotional tool, that an adequate investigation be done as to why my book disapeared from the e-book platforms in October and that customer service improves

Business Response:

Dear BBB:

 

Thank you for giving us the opportunity to clarify further the appearance of Mr. ******’s eBook on the Xlibris bookstore and distribution reseller sites, the correlation between the fulfillment of his package marketing service and sales reporting.  

 

Mr. **** ****** signed up with Xlibris on May 24, 2013 to publish an electronic book entitled “*** ** *** * ****”.  He was contacted by a Submissions Representative and his manuscript was received two months later on July 24, 2012.

 

Title Release Timeline

The publication process for an eBook requires the author to review the design and layout of the work using the printed book format specifications due to technology limitations. eBook files are not divided by page and therefore the best way to identify and implement changes to the file is by following the standard printed book process. 

 

After receiving Mr. ******’s approval of the design and layout of the printed copy on August 27, 2013, the work was then converted to an electronic format. The additional conversion process takes three (3) to six (6) weeks from the approval date to complete the specific requirements of the multiple eBook reading devices.  The work was made available for sale through Xlibris and submitted for reseller distribution on September 14, 2013. Attached is a copy of the email sent to Mr. ****** confirming the completion of his electronic book. As each reseller is responsible for their own website, we have no control over when they will update their website.

 

Title Appearance on Xlibris Bookstore, Amazon and Barnes and Noble

Mr. ****** contacted Xlibris through our Customer Support hotline on October 2, 2013 claiming that his book was not available on the Xlibris bookstore.  The representative walked him through how to use the search features on the Xlibris bookstore and he was able to locate his book.

 

On October 28th, Mr. ****** contacted Xlibris again claiming that his book was not on the Xlibris website nor was it on Amazon or Barnes and Noble and asked for price change status.  Mr. ****** agreed to allow us the opportunity to investigate his title’s listings.  An hour later after confirming its availability online (a copy of the search findings is attached), the Customer Support Representative contacted Mr. ****** to inform him that the book is in fact available through Xlibris, Amazon and Barnes and Noble at the revised price of  $10.99.  The representative left a message on Mr. ******’s voicemail after not being able to speak with him. A follow up call was made to Mr. ****** on November 1, 2013 and an email was also sent after not being able to successfully contact him. 

 

Almost two (2) months later, Mr. ****** contacted Xlibris on December 30, 2013 regarding the same concern and was again informed that his book appears on the Xlibris bookstore and is available online, was never removed from distribution. 

 

Mr. ****** asks for an investigation into the absence of his title from our bookstore and distribution websites.  As we found no interruption of the posting of his book on the Xlibris website bookstore and his book appeared on the distribution websites he references within the conversion timeline and continues to appear, we cannot verify his claim of its absence.  Since Mr. ****** has not provided any evidence that his book’s listing did not appear such as a screen shot of a search for his book that shows no listing, we are unable to investigate further. 

 

Search Engine Marketing Service

Mr. ******’s publishing package includes a Search Engine Marketing Campaign called SEM 50.  This service targets Google users who utilize their search functionality.  By strategically choosing keywords, Mr. ******’s book was exposed to consumers when they searched those words and they were given the opportunity to go to a website that Mr. ****** selected, discover more about his book and decide whether to purchase a copy. The service includes fifty (50) consumer clicks to access the website within a 90 day period.   

 

A Post Fulfillment report was sent to Mr. ****** on October 10, 2013, listing the performance of the service within the duration of the campaign. The report also explained that the number of clicks do not automatically translate to a certain number of sales or number of people who will purchase copies of the book. We have attached the email and the report sent to Mr. ****** for your reference.

 

Royalty Concerns

Mr. ****** questions the sales and royalty report for the Quarter 3 2013.

 

Sales reports are provided by each of our eBook distributors and are collated, verified for royalty eligibility and royalties disbursed quarterly.  Sales data and royalty earnings are reported 45 days after the end of the quarter to ensure we have received all reports and have had sufficient time to process the data.

 

Quarterly statements showing the sales and royalty data are posted to each author’s password protected online account after the reconciliation process is complete and the royalty payouts disbursed. Partial sales data may appear on the author’s online account at any time within the quarter; however, the final and official sales data is calculated after the end of each quarter.  The quarterly payment schedule is listed below and also appears on the Xlibris website:

·          First Quarter: January 1 – March 31 (Payments are made mid May)

·          Second Quarter: April 1 – June 30 (Payments are made mid August)

·          Third Quarter: July 1 – September 30 (Payments are made mid November)

·         Fourth Quarter: October 1 – December 31 (Payments are made mid February)

 

Mr. ******’s book *** ** *** * **** was made available for purchase August 27, 2013, during the third quarter.  No sales were reported for Mr. ******’s title from the date of release thru the end of the quarter, September 30, 2013.  If Mr. ****** can provide documentary evidence of sales made that he believes were not reported we can dispute the reports received from our distribution partners with them.  The type of evidence needed is a dated sales receipt, the vendor name and date of purchase.

 

Customer Service

Mr. ****** expresses displeasure in the responsiveness of our staff to his phone calls. As addressing the needs of our clients is of utmost importance to us, we conducted an inquiry of the inbound and outbound calls for the phone number of record which is the same as the number listed on this complaint,************ from the time of the books release, September 13 to present.   A log of the calls is attached for your reference with notations regarding the call concern. 

 

Please note that the inbound calls were answered by customer service representatives to whom Mr. ****** was able to explain his concerns. For general information questions, the representative was able to provide an immediate answer.  However, as the log shows, for more in depth or specific status questions such as those Mr. ****** has posed in his complaint, the customer service representatives sought to either connect him with the appropriate department or individual with access to the information he was seeking or to arrange for an investigation to be conducted with results to follow.   Our staff is expected to respond to inquiries within a twenty-four (24) to forty-eight (48) hours timeframe. There are certain situations that may increase this response time such as corporate holiday closures, the sheer volume of calls on a given day or acts of nature (blizzards, tornados, hurricanes, typhoons, earthquakes, etc.)  In scenarios where the caller cannot be reached by phone an email response is provided.

 

 

In summary, Mr. ******’s title has been available for purchase on the Xlibris bookstore without interruption since its original posting.  The distribution network websites listed his title within the timetable for new releases and it has not been withdrawn from distribution. The SEM50 marketing service was fulfilled as described and a report of the results provided Mr. ****** upon its completion.  Sales for the third quarter of 2013 were audited and no sales were found; fourth quarter 2013 sales data will be available mid February. 

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a product of poor quality. When asked for them to fix same they agreed;however, when I received product, the problem was not fixed. They now refused to fix the copies that they sent to me. They told me that all future orders will be fixed. I want them to fix the order that they sent me as well as all future orders.

Desired Settlement: I want the five copies of my book that were printed with dark and muddy photographers to be reprinted at no extra charge. I want the photos to be printed like the copy that they sent to me for my approval on July 9, 2013.

Business Response:

Dear BBB,

 

Thank you for the opportunity to describe the actions we have taken to address the printing of Ms. ******’s book.

 

Ms. ****** is concerned about the quality of the photos printed in the five (5) copies of her book she received as a part of her package.  As AuthorHouse uses print on demand technology to fill book order, books are printed only when an order has been placed. AuthorHouse maintains agreements with several print partners to print orders and provides each print partner with author-approved print files to install in their print system for use in producing copies of the book.  Orders are sent to print partners based upon several criteria including but not limited to, order type, book type, printer capacity, order destination.  Due to the fact that orders are printed at different times by different print partners on their facility’s machinery, some variation from order to order is possible.

 

Once the galleys of a title are approved by the author, the files are sent to our printer network for installation into their print systems. An operational copy from our primary distribution print partner, Lightning Source, is sent to the author as verification that the printer has successfully and correctly installed the title in their system. Once the author has reviewed the printer’s operational copy, those copies included in the publishing package can be ordered.

 

Upon approval by Ms. ****** of the cover and interior galleys of her title, her book was released to our print partners on May 29th.  On June 4, 2013, Ms. ****** called regarding the clarity of the images in the printer copy she had received. A review of the images was initiated and after conferring with the printer, adjustments were made to better adapt the color images submitted for use in her black and white book as described in the attached email. The files were revised and with her approval resubmitted to the printer on July 12, 2013, resulting in a new printer copy to be sent.  

 

An order for the five (5) package copies of Ms. ******’s title was placed on July 22, 2013 with our print partner, Edwards Brothers after receipt of confirmation that the revised file had been installed in their print system. 

 

On August 6th, Ms. ****** contacted us stating that the author’s print copy was good but the five (5) package copies had unclear images. Ms. ****** returned the copies to the printer for review and on August 27th, the post publication supervisor advised her of the results of the printer’s evaluation.  A copy of the email is attached for your reference.  The printer stated that while these copies did print a bit darker than the Lightning Source printer copy, they are still within the printer’s acceptable 10% variance and therefore not eligible for replacement. 

 

The package copies were forwarded to our office with only four (4) of the five (5) copies arriving, each in a separate shipping container.  Three (3) of these copies were returned to Ms. ******.  Two copies were reprinted thru Lightning Source, one replacing the copy that did not arrive at our office, and one to replace the copy that arrived but was damaged while in transit. The reprint order was delivered on October 28th, tracking number ******************.  

 

In summary, as the package copies printed by Edwards Brothers were within acceptable printer variance they were not eligible for replaceable at no charge.  The package copies have been returned to Ms. ****** or replaced due to shipping damage.  As agreed, all future orders will be routed to the print partner, Lightning Source.   

 

Sincerely,

 

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

 The book with acceptable photos were approved by me with the reassurance that my photos would look like the ones in the approved book. This did not happen. Authorhouse sent my book to be printed by another printer which did substandard job to the quality of my photos in the book. Now Authorhouse is advising me to order more books at my expense and they will make sure that I will receive acceptable photos. I already paid over $800.00 and all I received was a substandard product. This could have been resolved with the reprinting of my ordered books using the printer that they used for the book that I approved.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please note that Authorhouse was aware of the poor quality prints and assured me that after going thru the production process for a second time, that my photos would be fine. It was with this assurance that I ordered my five copies as well as telling family and friends to order their copies. Unfortunately, Authorhouse sent my order and my friends order to a different printer. Prints of the photos were unacceptable. Books were returned. Authorhouse claimed that the prints were in variance of acceptability. This is maybe true but this is not what they promised me. Now Authorhouse is once again promising me that all of my future orders will be what I wanted. Cannot trust them. They claim that they reprinted two of the five correctly. If so, then they owe my three books. Please resend the three books printed with acceptable print quality. No dark and muddy but light and easy to see.

Regards,

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

 

 

Business Response:

Dear BBB:

Thank you for giving us the opportunity to further clarify for Ms. ****** the results of our investigation into the print quality of the images in her publishing package book order.

In June 2013, the issue of darkness in the images was investigated after Ms. ****** received the initial printer copy from our distribution channel printer.  The attached email speaks to the findings which lead to the changing of the levels of gray in the print files.  The email also states that by lightening the midtones and bumping up the contrast, the pictures “might be ok.”  Please note that no guarantee was given that this refinement would resolve the darkness issue.  The files were changed and resubmitted to our print partners with AuthorHouse absorbing the resubmission costs.

As stated in our previous responses, the initial printer copy (ordered 5/30/13) and the revised printer copy (ordered 7/15/13) were printed by the distribution channel printer.  However, orders for the books contained in her publishing package (ordered 7/22/13) and any volume orders placed by an author directly from their AuthorHouse Book Consultant are routed to and printed by a different printer resource.

Our initial investigation verified that the files used to print the package books in July were the resubmitted files.  We have since re-verified this fact.  Ms. ******* order was reviewed by the print partner and our distribution manager and the results found the books to be within the 10% printer variance allowance as described in our previous responses.  We respectively decline the request for replacement of the order.

As explained in our previous responses, Ms. ****** states she sent the order in question for five (5) copies to us. After reviewing and investigating the print quality, we found the order to be in compliance with the industry variance standard and therefore the order was returned to her.  However, the number of books we received was four (4), one (1) less than the five (5) of Ms. *****s’ package book order.  In addition, one (1) of the returned copies was damaged in transit to us.  In the interest of goodwill we chose to replace both the damaged copy and the undelivered copy. Subsequently, three (3) of the original copies were returned to Ms. ****** and once the lost and damaged copies were printed, they were shipped to  Ms. *******   

In conclusion, we acted in good faith to lighten the images in Ms. ******* work prior to the fulfillment of her publishing package books. The revised files are installed at our printers and used to fill orders. The package book order Ms. *****s received is within the industry variance allowance and therefore not eligible for replacement.  The five (5) copies of Ms. *****s’ publishing package commitment have been fulfilled. 

Sincerely,

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

Manager of Author Satisfaction

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2014 Problems with Product/Service
1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went through this company to publish a book. I paid them $500 and was told I could stop the process at anytime and get a refund. When they wanted me to change some material I told them I wanted a refund. This has been months ago and all I get is the go around when trying to get my refund. Then I was later told my refund would be less then I was originally told. I believe this is unacceptable because I was told one thing then told another, and still haven't received my refund.

Desired Settlement: what I was told at the beginning I would like $500.

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to comply with Mr. ******** request for cancellation of his agreement and receipt of a refund.

 

Mr. ******** purchased a publishing package on July 30, 2013 from his Publishing Consultant, **** *****.  At that time, he was sent a copy of the Terms & Conditions of the Publishing Agreement (please see attached Terms & Conditions and logged copy of that email).  Mr. ******** also spoke with a representative of our Payment Plans Department, who explained to him the refund policy, to which he verbally agreed.

 

Per the Terms & Conditions of the Services Agreement, Schedule A, 5. Refunds, eligibility for refund is based upon where the work is in its preparation for publication:

Prior to submission of manuscript, 100% of purchase price less a $150 administrative fee.

After submission of manuscript, but prior to star of interior design 50% of purchase price.

After start of interior design, but prior to final sign-off 25% purchase price.

After six months from contract date all refunds are at the discretion of SERVICE PROVIDER.

 

When Mr. ******** submitted his manuscript, it was evaluated by the Content Department to ensure that all of the material would align with AuthorHouse guidelines, including originality of content and lack of private or potentially libelous information.  It was determined that the manuscript contained material that did not align with the guidelines, and Mr. ********’ Design Consultant, **** *******, informed him of this on September 18.

 

Ms. ***** spoke with Mr. ******** on September 24 and October 2, at which time she arranged with her supervisor for a second Content Evaluator to review the material.  It was determined that the material was indeed too private to be printed without permission.  On November 11, Mr. ******** sent Ms. ***** an email, requesting a refund of the $500 he had paid for the publishing package, less the $150 administrative fee cited in the Terms & Conditions (please see attached email).  After that time, Ms. ***** reached out to Mr. ******** via telephone, but was unable to reach him.

 

Upon receipt of this complaint on January 2nd an investigation was initiated.  We found that the refund request protocol had not been followed by Ms. ***** and therefore, the request had not reached our Finance department for implementation.  As responsiveness to the needs of our clients is of upmost importance to us, this lack of action has been addressed appropriately. We thank Mr. ******** for alerting us to his situation and apologize for the delay in getting his refund to him.  

 

The refund was immediately endorsed to our Finance Department for processing and his publishing agreement cancelled.  As of January 8, a refund of $350 was processed back to Mr. ********’ credit card, in three installments.  This refund should appear on Mr. ********’ card within five business days.

$166.67 to Visa ending 3537, transaction ID ********************************

$166.67 to Visa ending 3537, transaction ID ********************************

$16.66 to Visa ending 3537, transaction ID ******************************** 

In summary, again, we apologize to Mr. ******** for the delay in processing his refund request.  Mr. ********’ publishing project has been cancelled and his account has been credited the $350 refund due to him in accordance with the terms & conditions of his publishing services agreement.

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Xlibris.com a Publishing Company has been messing with me for almost a year now telling me they would Publish my Book for 1200 Dollars But every month since July they say there has been problems with my graphics because I do not buy the site that they use I can not afford to buy there site I told them this many times so I get my Graphics from friends or Family The Company has done nothing with my book except to tell me they can't use my graphics each time I turn around This has really put a tremendous amount of stress on me to where I am looking at another Mental Breakdown They tell me they are going to Charge me 300 dollars for doing nothing If This Company does it to One how many others is it doing To Also

Desired Settlement: After You Check into this Company I want a Full Refund If you want Verification Call my Sister ***** *** ********** or Brother in Law ******* ********** they both will fill you in on what this company has done at ************ or ************

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to describe the steps taken to assist Mr. ****** with the publication of his books.

 

Mr. ******* ****** signed up with Xlibris on April 5, 2013 to publish with Xlibris, taking advantage of a special “Buy One Get One for $1.00” promotional offering. Mr. ****** purchased four (4) Picture Book-Poetry publishing packages through this offer, paying $599.00 each for two (2) packages and $1.00 each for the accompanying two (2) packages. ****** chose to use an installment payment plan which added a $30 non-refundable bank processing fee to each offer, making his total for the four (4) packages $1260.00.  Mr. ****** made the first payment totaling $461.32 that day with the remaining two payments each set up for auto-charge on the same day of the two following months. 

 

Mr. ******’s manuscript for his first book was submitted to Xlibris and as is customary, endorsed for content review. In the content review Xlibris checks the manuscript for potential libel, copyright or plagiarism issues and advises the author of those potential areas of concern prior to proceeding with publication. This service does not remove the liability from the author for the content but is provided to assist in avoiding any legal or other content related issues with the book. However, Xlibris will not publish a book that does not fully pass a content evaluation first.

 

Mr. ******’s first manuscript was flagged due to the use of copyrighted images which were submitted to Xlibris without permission from the copyright owners. Mr. ****** was given recommendations concerning the areas that had yet to pass the content evaluation process on April 19, 2013. He was advised to seek the permission to use the images from the copyright owners or replace them with copyright free images.

 

Mr. ****** initially declined to follow the content review recommendations and requested to cancel the service.  Before the refund was processed, Mr. ****** contacted his publishing consultant and reversed his request, deciding to continue working on his book. 

 

Due to personal health concerns, Mr. ****** appointed his sister, ***** *** ********** as the designated point of contact for the production updates for his book. Subsequently, Mr. ******’s submissions representative assisted him in downloading copyright free images for his work and the initial proofs were sent to him for review on July 30, 2013.

 

Upon receipt of the review proofs, Mr. ****** contacted Xlibris to inform us that several pages were missing from his original work. Xlibris informed Mr. ****** that the proofs were created out of the files he submitted to us. After several exchanges and submission options provided to Mr. ****** and Ms. **********, Xlibris received the complete manuscript on September 30, 2013.

 

After reviewing the complete file, Mr. ****** submitted additional images and was asked to provide the necessary permission required for the additional images. Mr. ****** was assisted by one of our Production supervisors and provided recommendations to pass content evaluation on November 9, 2013. Mr. ****** refused his cooperation and requested to cancel the publishing packages he had purchased from Xlibris. In an effort to assist him further, Xlibris also tried contacting Ms. ********** to discuss possible options for Mr. ******’s book but was not able to get a hold of her.

 

Our Customer Satisfaction Department contacted Mr. ****** to discuss the refund process and the applicable fees on November 22, 2013. Two of the four publishing packages purchased by Mr. ****** were each subject to a $150 administrative fee but Xlibris offered to waive the second $150 administrative charge. We have attached the email sent to Mr. ****** for your reference.

 

The refund was approved for payout on December 3, 2013; however, on the same day Mr. ****** contacted Xlibris to proceed with the publication of his book, delete the images in question and rescind his cancellation request.  Per his request the publishing services were reinstated to Mr. ******’s account on December 5, 2013.  We have attached Mr. ******’s email to Xlibris for your reference.

 

With the receipt of this complaint on December 18th, Mr. ****** has again reversed his stance on publishing his works.  Xlibris has again processed the cancellation of Mr. ******’s account with Xlibris. Due to the holiday schedule, the refund of $1,050 was processed to Mr. ******’s card on January 6, 2014 with transaction number *******************.

 

We trust this information illustrates the steps we have taken to address Mr. ******’s concerns.

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 4, 2012 I submitted my book for self-publishing to booktango.com. On August 25, 2012, I canceled my eBook from their website because I did not feel it was beneficial for me. I had yet to receive any royalties and I ultimately chose to take my book off their website and market my book differently. Over a year later, in November 2013, I found out that this company had sold my book after I had canceled it (WHICH IN ITSELF IS ILLEGAL) and they never ONCE sent me my royalty check for what they did. I contacted customer service and their response was that anyone could purchase the book and it is nothing they can do about it now. This is what the customer representative told me in an email, "Your book was completed on the 4th of July, 2012. We received your ebook cancellation request on the 25th of August, 2012. The ebook was cancelled from our bookstore 24-48 hours from the time we received your request. On the other hand, on the day that we received your cancellation request, we sent resellers site request for your ebooks removal. Since we do not have the control over to updating the list of the ebooks on resellers site, your ebook was still listed after the ebook was cancelled from our end. The cancellation process to the resellers site takes time. It is ultimately the responsibility of the eBook vendors to update their information. That is the reason why you got two sales on the month of September 2012 since Barnes and Noble has not yet updated their listing." However, booktango also sold my book to a public library.Finally, January 4, 2014 I received a check in the mail. Assuming it would all be over and I would just let things go even though my book is out there in the world without my permission. I opened up my mail and the check said $3.50 instead of $7.00 which the customer rep. said I was suppose to get back. I still have the emails that were sent. My book was sold without my permission, I have yet to receive any royalties, and I have not received an apology.

Desired Settlement: I want this to be dealt with in the upmost regard. I spent five year writing my book only for a company to give it away for pennies. My book took hard work and dedication and I deserve to be paid properly. What this company did to me was wrong and I want to file a complaint against them but I also want what belongs to me (ex. royalties).

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to confirm the cancellation of Ms. ****’s title and ensure that she receives royalties for sales of her title.

 

Process of book cancellation

Ms. **** states that her book was sold after she requested her book, “****** **** **** *** ****” be cancelled.  Ms. **** contacted Booktango on 8/25/2012 via email to have her book removed from Booktango’s bookstore and other vendors and her email and the response is attached in the document labeled Cancellation Email. 

 

The cancellation process involves requesting our outside vendors remove the book from their website which takes 30-45 days. Ms. ****’s book was marked as cancelled in our system on 8/25/2012 and was not sold through our website.

 

Ms. **** contacted us on October, 7, 2012 stating her book was listed on Scribd.com and asked why.  A transcript of the phone conversation between Ms. **** and customer support may be found in the Cancellation Email document.  Ms. ****’s title appeared on the vendor’s website as the 30-45 day window for vendors to remove a cancelled title from their website had yet to be reached.  A follow-up was made by Booktango to the vendor at that time.   

 

Royalty Concerns

Royalties are paid quarterly according to the following schedule which is also posted on the Booktango website:

·         First Quarter: January 1 – March 31 (Payments are made end of May)

·         Second Quarter: April 1 – June 30 (Payments are made end of August)

·         Third Quarter: July 1 – September 30 (Payments are made end of November)

·         Fourth Quarter: October 1 – December 31 (Payments are made end of February)

 

On November 9, 2013, Ms. **** inquired about the payment of royalties for two (2) eBook sales from September 2012.  An audit of the sales reported for Ms. ****’s title (report attached) was conducted and confirms that two (2) sales occurred in September 2012.

 

Our investigation also found that although these sales were reported to Booktango, a system glitch occurred in the transfer of the data for royalty payout. Upon our discovery of the glitch Ms. **** was advised she would be paid the $7.00 owed during the payout for the third quarter of 2013. Ms. **** was sent a letter with a check dated December 31, 2013 explaining why there was a discrepancy in her royalties and a copy of that letter is attached for your reference. The glitch was remediated and the royalty eligible sales were endorsed for payment. 

 

With the receipt of this complaint we reviewed the steps taken to remedy the original issue and found that the sales were successfully endorsed for payment, however, the system was reflecting an improper royalty percentage, resulting in a discrepancy in the amount paid Mr. ****. A new check for the missing $3.50 was mailed to Ms. **** on January 15, 2014 via USPS Certified with Return Receipt #**** **** **** **** ****.

 

In conclusion, Ms. ****’s book was cancelled as requested and according to our cancellation protocol which affords vendors time to remove the title from their websites.  Ms **** has been paid for the sales made during this removal period. We extend our sincere apology to Ms. **** for the delay in getting her royalties to her and ask for her understanding.

 

We trust this information demonstrates the steps we have taken to see that Ms. **** is paid royalties for the sales of her eBook.

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/17/2014 Problems with Product/Service
1/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As my credit card has been overcharged for the amount of $ 434.00 (see enclosure no.1) by Authorhouse Press (1663, Liberty Drive, Bloomington, IN 47403. Phone 4192801802. Email: ***********************.com) for the republication of my book *** ***** *****, and after being offered to pay only $ 300.00 (see enclosure 2), it is clear that I have been made subject to exploitation by the above company. I, therefore, wish to obtain a refund of $ 134.00 in addition to the Author's free copies and book stubs which have been denied to me because Authorhouse requests more money.

Desired Settlement: I have serious suspicions concerning the checks Authorhouse sent me (as author's benefits) over a period of more than two years, for the publication of 3 books. The total amount is $ 52.67. I wish this should be checked.

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to clarify the charge to Mr. ** ******* account and his book sales, royalty earnings and payments.

 

Allegation of Overcharging

Mr. ** ***** states that he has been overcharged for the republication of his book.  He cites an email sent by *** ******* on August 20, 2013, agreeing to charge only $300 for a resubmission and retech of Mr. ** ******* book *** ***** *****.  This process would involve making the necessary changes to the book’s design files, then resubmitting the files to the printer.  The listed rate for these changes is $500, but Mr. ******* offered a discounted rate of $300.  Rather than go through the process of resubmission and retech, however, Mr. ** ***** chose to purchase a new publishing package through his Publishing Consultant, ******* *********.  Attached is the email Mr. ********* sent on September 17, 2013, listing the inclusions of the new package and the cost and Mr. ** ******* reply indicating that he did receive the message and agreed to the discounted price of $434.  On that day, Mr. ** ***** also spoke with a representative of the Finance Department to make his payment, and he agreed verbally to the charge of $434.

 

On September 30, 2013, Mr. ** ***** contacted Mr. ********* to express his concerns that he was charged more than $300 for the publishing package.  As Mr. ********* explained in the attached email, Mr. ** ***** purchased a new publishing package at a steep discount, rather than only proceeding with the discounted resubmission and retech procedures for his existing book. 

 

By purchasing a new package, Mr. ** ***** received additional benefits, including the three (3) package copies and ten (10) bookstubs to which he refers—had he chosen the resubmission and retech, he would not have received these benefits.  As Mr. ** ***** was informed by Mr. ******* on December 2, 2013, he will need to contact his Book Consultant ******* ****** to process the order for the package copies, and he will need to contact his Marketing Services Representative ***** ****** to process the order for the Bookstubs.

 

Royalty Concerns

Mr. ** ***** states he has suspicions concerning the royalty checks he has received since his books were released but does not elaborate on what those suspicions are. 

 

By definition a print-on-demand title is only printed when an order is received.  Therefore the number of sales is determined by the number of copies printed.  The e-book version of a POD title is also released only as ordered but in electronic format.  To verify sales a report is provided by each of our print partners and ebook distributors. The reports are collated, verified for royalty eligibility and royalties disbursed quarterly.  Statements are posted quarterly to the authors account once the reconciliation process is completed.

 

Quarterly Statements showing the sales and royalty data are posted to each author’s password protected online account after the reconciliation process is complete and the royalty payouts disbursed. Partial sales data may appear on the author’s online account at any time within the quarter; however, the final and official sales data is calculated after the end of each quarter.  The quarterly payment schedule is listed below and also appears on the AuthorHouse website:

 

·         First Quarter: January 1 – March 31 (Payments are made end of May)

·         Second Quarter: April 1 – June 30 (Payments are made end of August)

·         Third Quarter: July 1 – September 30 (Payments are made end of November)

·         Fourth Quarter: October 1 – December 31 (Payments are made end of February)

 

Sales Audit Results

To verify the accuracy of the sales and royalty information posted on Mr. ** ******* Author Center, we requested an audit of our distribution partners for each of Ms. ** ******* ISBNs.

 

The attached Books Printed Report is a compilation of the reports received from our distribution print partners and identifies each print source, order type, order quantity, shipping date and order comments for Mr. ** ******* ISBNs.   The order type designates royalty earning eligibility with “DI” (printed for distribution) indicating royalty earning sales and “DS” (direct sale) indicating non-royalty earning printings such as copies included in the publishing package, author direct purchases and copies for the Library of Congress. 

 

As eBook sales are not physically printed and therefore not reported through the Books Printed Reporting, our eBook distributors report sales through Publishers Compensation Reports.

Please reference the attached Royalty Report which combines the results of the Publishers Compensation Reports and the Books Printed Report into one document. This report confirms the quantity and type of sales reported to Mr. ** ***** through his Quarterly Statements and Monthly Sales History reports that are accessible to him through his password protected Author Center account. 

If Mr. ** ***** can provide documentary evidence of sales made that he believes were not reported we can dispute the reports received by our distribution partners with them.  The type of evidence needed is a dated sales receipt, the vendor name and date of purchase or the printer code found on the last interior page of the book.

 

Royalty Payments

The attached Quarterly Royalty Payment Report lists the royalties earned, tax withheld, check number, date of issue and date the check cleared the bank for both of Mr. ** ******* titles. This information is in accordance with the royalty payment schedule listed above and corresponds with the earnings posted to the statements on Mr. ** ******* Author Center account. Also please note that we have confirmed that Mr. ** ***** has cashed each of the checks sent him (see attached).

 

Please note that for Quarter 4 2012 sales, federal taxes were withheld.  We are required by the Internal Revenue Service to withhold federal tax unless the author completes and files a W-9 form with us.  This form was later completed and filed resulting in no federal taxes withheld for quarters following.

 

In summary, Mr. ** ***** chose to purchase a new publishing package rather than a resubmission and retech.  He agreed to this process and the fee both via email as well as verbally.  In order to receive his package copies and his Bookstubs, he will need to contact his Book Consultant and his Marketing Services Representative. An audit of sales and royalties was conducted confirming that Mr. ** ***** has been paid royalties correctly.

 

Sincerely,

 

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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


 

Please note that the response of the manager of author satisfaction concerning the above complaint is convincing to me. Yet, it overlooks the following points:

(1) The publishing consultant’s and the production manager’s failure to help the author understand the difference between the “resubmission and retch”, on the one hand, and the “purchase of a new package”, on the other. They had to explain it in advance so as to avoid misunderstanding.

(2) The responder’s failure to clarify why did the concerned company offer such a ‘steep’ discounted price, to use their words, which was at sharp contrast with their prices at the time. Was it sheer disinterestedness?

(3) As the above company is asking for additional fees for sending the author’s “free” copies and book stubs, which is contradictory to its former practice, I request delivering the above items to the author free of charge, as before, and as soon as possible.

 

With the best of my wishes to you and to BBB.

Yours faithfully

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

 

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to further clarify Mr. ** ******* purchase of a third publishing package and his added concern over shipping and handling costs.

 

Mr. ** ******* rebuttal centers around three (3) points.  We will address these as submitted.

Resubmission and re-tech contrasted with the purchase of new package.

It is not uncommon for an author to release new editions of a previously published work under separate ISBN numbers.  The cover may remain the same with a reference to “Second Edition” or “Third Edition” or other verbiage indicating that new material has been added.  This republishing gives the new version a separate identity and added marketplace appeal.

 

As documented in our original response, Mr. ** ***** was offered a discounted resubmission and retech of one of his books by *** ******* on August 20, 2013.   A review of their communications shows that the offer was extended for a revision of his package that did not include a hardcover version, “****** ** * *****.”  The fee for retech and resubmission for packages with both softcover and hardcover versions is $500.   No evidence that Mr. ** ***** accepted any offer for a resubmission and retech for either of his books could be found. 

 

Mr. ** ***** asked to be put in touch with Mr. ********* to republish his book and completed the purchase on September 17th.

 

Suggestion that the offering of a “steep” discount shows “disinterestedness” 

Mr. ** ***** questions why he was offered a discount on his new publishing package.  Like many businesses, AuthorHouse offers discounted prices to current and potential clients for a variety of reasons.  In this case, Mr. ********* offered Mr. ** ***** a discounted rate as this was his third publishing package with us.  Although Mr. ** ***** suggests that the offer of a discount shows disinterest, the existence of an offer below the standard purchase price confirms the opposite, a thank you to the author for repeatedly choosing AuthorHouse for their publishing services. In this scenario, Mr. ** ***** has more than one project with AuthorHouse and had asked for some cost consideration in his emails to Mr. ******* and Mr. *********.   

 

Shipping and handling fees

Mr. ** ***** states that shipping and handling fees were not charged previously for “free” copies and book stubs for his other packages and therefore should not be charged for the shipping of books on the new package. 

 

A single printer copy of each version of the title (soft cover and hardcover if part of the elements of the package) is printed and shipped to the author at no charge. Any additional copies of the book included as part of the package are subject to shipping and handling costs.  This information is included on the receipt Mr. ** ***** received with his package purchases and is also on the website with each package description.  A review of the orders placed to fulfill his package books found:

·         Mr. ** ***** paid $14.74 in September 2012 for the books in his Legacy Hardcover Publishing Package…five (5) softcover and three (3) hardcover books.

·         In May 2013, he received an order for forty (40) copies of his book, “****** ** * *****” which included the five (5) Legacy Publishing Package books.  He paid shipping and handling on all the books included in the order, $36.23.

 

 

In summary, Mr. ** ***** *** not exercise the retech and resubmission offer given and contacted his Publishing Consultant to republish his book.  He purchased the publishing package at a discounted rate, as he is a returning author.  Mr. ** ***** paid for the shipping and handling costs for the books included in his two previous packages.

 

Sincerely,

 

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

Greetings. I have nothing to add. Grateful to BBB.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Problems with Product/Service
12/31/2013 Problems with Product/Service
12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The contract states that i have to notify them in writing that I want to cancel all services with them. I have sent 3 letters in the mail and emailed them twice and spoke on the phone too many times to count. i just sent another email with the signed letter attached. i have been trying to get them to cancel services and quit printing my book for 4 months now.

IUniverse has failed to pay me my royalties dating back to April 2012. They currently owe me $78.01. They have promised for over a year that the "check was in the mail" even though I signed up for automatic payments to my checking account which they have NEVER deposited money into. The only payment I have ever received from them took over a year to get and I had to make a complaint with the BBB to get.

Desired Settlement: Cancel my contract and stop advertising and selling my book ** *** **** **** *****
I want my royalties deposited into my checking account that they have on file and I want it done now.

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to clarify for Ms. ************ that her royalties have been paid and her book cancelled.

 

Title Cancellation

Ms. ************ has requested her book, “** *** **** **** *****” be cancelled stating that she has sent three (3) letters in the mail, two (2) emails and made numerous phone calls regarding cancellation of her book.  We initiated an investigation to determine if our customer support staff had failed to act on her requests.

 

We requested a search of our Media Data Center logs for all of 2013.  The Media Data Center (MDC) staff  logs all packages and mail received in our office and lists by sender, date received, carrier, content type, the person or department to whom the correspondence or package content was delivered and date of delivery.  Our review of the logs for 2013 found no record of correspondence received from Ms. ****** ************ (or derivatives of the name such as ** ************, ****** ****** ** *****, ****** ******* ** ******).

 

As Ms. ************ did not specify in the complaint to what address she sent cancellation emails we are only able to confirm if cancellation requests were directed to the customersupport@iuniverse.com email account or the MyUniverse customer care email box and forwarded to the Cancellation Department for action. As no cancellation requests were forwarded to the Cancellation Department until Ms.************** email of November 19, 2013 (see details below), we are unable to establish that her emails were received by us.   

 

We also requested an inbound and outbound call report for all of 2013 for the phone number provided by Ms. ************ in her complaint filing, 541-********.  The report (copy attached) shows a total of eight (8) calls involving the phone number. Of those, seven (7) were outbound made by our staff to the number and the remaining call was an inbound call placed on November 19th resulting in a conversation between Ms. ************* and  ***** ***** (see details below). 

 

From the activity notes, we are able to confirm that the purpose of Ms. ************** November 19th call was to request cancellation of her book and ask about royalties. Mr. ***** advised Ms. ************ to send a signed letter of intent to cancel and he provided an email address to send the cancellation request to. Ms. ************ sent an email the same day (copy attached).  Her request was forwarded to the Cancellation Department and on November 22nd she was notified by email that her book had been cancelled (copy attached). 

 

Upon cancellation, we remove the files from our print partners and notification is sent to our distributors and resellers to cancel the book listings from their sites. Although Ms. ************** title can no longer be printed, we have no control over when resellers will remove the title from their respective sites or whether they will leave it posted for the sale of used copies.

 

Royalties

Ms. ************ states that she has not received royalties due her dating back to April 2012. To verify her claim a review of her book’s sales, royalty earnings and payments was conducted.

 

Royalties are paid according to the following schedule:

·         First Quarter: January 1 – March 31 (Payments are made end of May)

·         Second Quarter: April 1 – June 30 (Payments are made end of August)

·         Third Quarter: July 1 – September 30 (Payments are made end of November)

·         Fourth Quarter: October 1 – December 31 (Payments are made end of February

 

Royalties are paid quarterly by check following a $20 threshold requirement. Royalty for the first, second and third quarters must amount to at least $20 to be qualified for its quarter’s payout. Royalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payout. If the accumulated royalty earnings fail to reach the threshold throughout the three quarters, royalty is paid out on the fourth quarter regardless of the amount.

 

An author may choose to receive their quarterly payments via electronic funds transfer (EFT) by providing the banking information necessary to complete the transfer. Payments made by EFT are not subject to the minimum threshold. 

 

As Ms. ************ did not submit her banking information for direct deposit until October 23, 2012, royalty payments prior to Q3 2012 were paid by check.

 

Attached is a listing of the sales for Ms. ************** title beginning with the release of her book in Q4 2011 (see attachment labeled “Sales Report”) and a report of the royalty payments made to her (see attachment labeled “Royalty Report”).  A review of the two reports confirms that royalty payments have been made for all sales through Q3 2013. 

 

As Ms. ************ claims to have not received royalties since April 2012, we call your attention to the Royalty Report which shows that:

·         Q1 and Q2 2012 were paid in a single check on August 28, 2012 with the check clearing the bank on November 9, 2012. 

·         Q3 2012 was paid through EFT on December 3, 2012. The bank refused the transfer and a check was issued on December 14, 2012.  This check was not returned to us.

·         Q4 2012, Q1 2013, Q2 2013 and Q3 2013 have all been paid through EFT and accepted by her bank.

·         Electronic Funds Transfers are posted as coming from CDI or Content Distributors Inc.

·         Per the Royalty Report and the royalty payment schedule all royalties have been paid.   

·         Any royalties earned in Q4 2013 will be paid according to the payment schedule.

 

We are unable to follow the status of every check we mail, but when checks are returned to our office they are replaced. Ms. ************** Q3 2012 check was mailed to the address on file: ***** * ***** ***** ***** ***** *** ****************, OR 97862.  The check was not returned to our office nor did Ms. ************ notify us in a timely manner that she had not received a check for that quarter. We have since determined that the Q3 2012 check # ****** has not been cashed.  We will reissue and mail the replacement to the address of record as listed above. Ms. ************ should receive it within two (2) weeks.

 

In summary, Ms. ************** book was cancelled within 3 days of receipt of her written request. Ms. ************ has been paid royalties for all sales to date.  One check, for Q3 2012, was not returned to us or cashed and is being reissued with delivery to the address of record.  Electronic funds transfers for the last three (3) quarters have been sent and accepted by her bank. We encourage Ms. ************ to check her bank statements for deposits from Content Distributors, Inc. or CDI, as none of the transfers have been returned to us.

 

Sincerely,

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Advertising/Sales Issues
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12/10/2013 Problems with Product/Service
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11/20/2013 Problems with Product/Service
11/20/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service
11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had numerous calls from Xlibrius for a variety of 'opportunities,' all of which cost me money. Several months ago, I was getting up to 2 calls per day. Then, I told them not to call me again. I made the mistake of ordering more books (which I will never do again), and that has prompted more unsolicited calls. On 9/27, *** (from Xlibrius) called. I told him not to call me again. I hung up and he immediately called me back. I told him again, NEVER to call me. Today, 10/1, he called again.

Desired Settlement: Never to call me again.

Business Response:

Dear BBB,

 

Thank you for giving us the opportunity to provide information about the phone calls Ms. ***** has received from our staff. 

 

Tonya ***** signed up with Xlibris on November 23, 2011 to publish her book entitled “*** ****** ******”. The book completed publication and was made available for sale with Ms. *****’s approval on April 12, 2012.

 

Ms. ***** states that she received numerous calls from Xlibris staff regarding different “opportunities.”

 

To assist authors in positioning their book in the marketplace,  Xlibris offers an array of marketing services, publicity programs and events to increase the consumer’s and retailer’s awareness of an author’s book.  Authors are made aware of these opportunities through phone calls and emails. The purchase of any additional services or copies of their book is optional and at the author’s discretion.

 

Ms. ***** has two specialized consultants assigned to her book project, a marketing consultant and a book consultant.   The marketing consultant is responsible for keeping her informed of special offers, new products and seasonal programs that are conducive to the promotion of her book.  The book consultant is responsible for processing her personal book orders and making sure she is aware of any special book purchase promotions such as higher discounts, free copies, and special shipping arrangements.

 

Ms. ***** states that she was receiving up to two calls per day in recent months and asked to not be called again.  In response to her statement, we sought to determine if the frequency of calls from our staff was in violation of accepted telephone etiquette guidelines.  An audit of the outbound and inbound calls for her number of record, ************, was conducted for the period from January 1st through October 1st 2013.

 

The report shows that a total of 14 calls were made during the nine (9) month period. 

·         Two (2) were inbound calls from Ms. ***** to our office occurring on July 16th and October 1st.

·         Twelve (12) were outbound calls to Ms. ***** from Xlibris consultants assigned to her book.

·         Eight (8) of the outbound calls were single instance calls for the day occurring in seven (7) different  months:  One (1) each on January 11th, February 8th, April 16th, July 16th , August 7th, August 14th, September 24th and October 1st.

·         One (1) of the outbound calls was in response to Ms. *****’s inbound call of the same day, July 16th.

·         Ms. *****’s other inbound call was in response to our October 1st call to her.

·         Two (2) days during the period show two (2) outbound calls were placed, March 12th (4:26 pm and 6:03 pm) and September 27th (7:59 pm and 8:04 pm). 

 

On August 14, 2013 Ms. ***** was contacted by her marketing consultant, **** *****, to discuss the available marketing options for her book.  Ms. ***** requested to not to be contacted by her marketing consultant.

 

Ms. *****’s book consultant, *** ********, has been assisting her in processing her orders for personal copies of her book for the last two years with volume purchases in both 2012 and 2013.   On September 24, 2013, Mr. ******** contacted her to inform her of date sensitive promotional offers available to her for book orders and he followed up on September 27th.  Ms. ***** confirms the September 27th contact in her complaint and attributes a call on October 1st to Mr. ******** ; however, that call was placed another individual.

 

We apologize to Ms. ***** for failing to recognize that in addition to not being contacted by her marketing consultant she also wished to have no contact with any Xlibris staff. 

 

In summary, a Do Not Contact status has been placed on Ms. *****’s account for all staff.  Ms. ***** will no longer receive communications from Xlibris. 

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Problems with Product/Service
11/8/2013 Problems with Product/Service
11/7/2013 Problems with Product/Service
11/7/2013 Advertising/Sales Issues
10/31/2013 Advertising/Sales Issues
10/30/2013 Advertising/Sales Issues
10/28/2013 Billing/Collection Issues
10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have not been credited with royalty for a 900 book sale to Notthingham, UK total order $7,551.00 plus old royalties since 2008. They don't respond. Xlibris has not taken ANY action to resolve this issue that I am aware of it I filed my complaint with them Monday Sept 9, 2013.There has been orders, yet no royalties given to me for these sales. I have I received 1 check originally for the $16 if I remember right. I thought I wasn't getting any payments because the amounts were too small to write a check for, so I was patiently waiting. When I looked a week ago, this is when I found out I was being ripped off. Can I get interest also? Looks like it should be $55.98 + UK book order of $7,551.00 I have no idea what that amount would be, but it should be a good amount.Thank you

Desired Settlement: I want ALL the money that is due me, and I want it NOW. They have been sitting paying me since 2008. I will pursue this till I receive my the money I have earned.

Business Response:

Dear BBB,

Thank you for giving us the opportunity to clarify the steps we have taken to ensure that Ms. ***** receives her royalties.

 ******* ******* *****’s book, ******* *** **********, was published by Xlibris in 2006 and a revised version released in April 2007. 

 In October of 2008, Ms. ******* contacted Xlibris to provide a new mailing address.  Beginning in May of 2009 and continuing through 2012, attempts to reach her by phone were met with a not in service notification and emails were unanswered.  In April for 2013, Ms. ***** contacted us about address and phone number changes. 

 

On Saturday, September 7, 2013 Xlibris received an email from Ms. ***** through the info@xlibris.com mailbox which stated that while she was updating her address information thru her MyXlibris account online, she reviewed her royalty and sales information and believes that she has not received royalty checks for any of the sales listed on her account.  She also questions why an order of nine hundred (900) books from October 26, 2010 did not earn royalties.

 

On Monday, September 9, 2013 her concern was endorsed to the Royalty department for investigation and resolution.  The royalty team immediately initiated an investigation, requesting an audit of both the books printed and sold for her ISBNs, the payment of royalties to her, the disposition of those checks and verification of any cashed checks.

 

Mr. ***** spoke with customer service on September 9th and 10th and was advised by the representative that her concern was being address through the Royalty department.  On September 19th a Royalty department representative called Ms. ***** to speak with her further about her royalties and update her on our findings but was unable to reach her and left a message requesting a call back or appointment at her convenience.  No response was received until October 2nd. 

 

On September 30th the author sent email notification that she did not want to be called by Xlibris anymore.

 

Privacy Policy and Ms. *****’s Royalty Information

The Xlibris privacy policy protects individual’s confidential information which includes income from royalties. As Xlibris staff would not divulge royalty earnings to anyone but the owner of the work unless subpoenaed to do so, revealing that information for public viewing would violate Ms. *****’s privacy rights.

 

Since both the complaint filings with the Better Business Bureau and the responses are subject to posting on the Better Business Bureau’s website and therefore accessible by the public, the details of Ms. *****’s royalty information are provided as attachments to protect her privacy.

 

Book Royalty Eligibility Investigation

 

Sales and Royalty Status Report

Ms. ***** questioned her royalty payments as a result of viewing sales and royalty information on her online account.  To confirm the accuracy of the Sales and Royalty Status Report Ms. ***** viewed on her MyXlibris account, a books printed report from our distribution print partners was requested.  

 

The Sales and Royalty Status report, copy attached, is updated both monthly (Xlibris website sales) and quarterly (all other sales) and has been and continues to be available to Ms.***** thru her personal MyXlibris account. The status report lists individual printings segmented into months with each entry categorizes by order type, book type, quantity, selling price and royalty earned.    

The status report shows that since Ms. *****’s book’s release in 2006 thru the most recent verified quarter, Q2 2013, she has earned royalties in  nine (9) quarters:  Q4 in 2006; Q1, Q2 and Q4 in 2007; Q2 and Q3 in 2009; Q1 and Q4 in 2010 and Q1 in 2011.  There are no entries for 2008, 2012 and 2013.  A copy of the report is attached for your reference.

Book Printed Reports

The Books Printed reports received from our distribution print partners have been combined into one report which is attached for your reference.  The report lists the book type, distributor, order type, quantity, date of purchase and royalty quarter. 

 

A comparison of the Books Printed report with the Sales and Royalty Status report shows a difference of fifty-two (52) books which are the author purchases made on March 16, 2007, May 16, 2007 and June 5, 2007.  In order to receive the author’s discount, authors must place their orders through the Xlibris Book Sales department who, in turn, endorse the order to an authorized printer who is not in the distribution network. Subsequently, Ms. *****’s author orders appear on the status report which shows all orders and are absent from the distribution network printer’s books printed report.

October 2010 volume order

In her complaint, Ms. ***** questions the entry from October 26, 2010 for an order of nine hundred (900) softcover copies of her book.  The distribution network books printed report confirms that the order was placed and printed. We have employed considerable resources researching the origin and specifics of this order in order to answer Ms. *****’s royalty question about the posting that occurred nearly three (3) years ago.  

 

We have confirmed with our print partner in the UK that the order was printed by them for a reseller.  A system glitch occurred when the order was uploaded into our royalty payment system which caused the order to post as a non royalty bearing order.  We have manually adjusted the entry to reverse the system error and will be paying Ms. ***** royalties on the order.  Although this order has been posted to her account since 2010, we thank Ms. ***** for calling it to our attention as we take the payment of royalties seriously.

 

Royalty payment schedule

Xlibris royalties are paid quarterly forty-five (45) days after the close of the quarter and following a $25 threshold requirement. Royalty for the first, second and fourth quarters must amount to at least $25 to be qualified for its quarter’s payout. Royalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payout. If the accumulated royalty earnings fail to reach the threshold throughout the three quarters, royalty is paid out on the third quarter regardless of the amount.  The payment schedule is as follows:

·         1st Quarter: Sales Period is January 1 through March 31 with payouts mid May

·         2nd Quarter: Sales Period is April 1 through June 30 with payouts mid August

·         3rd Quarter: Sales Period is July 1 through September 30 with payouts mid November

·         4th Quarter: Sales Period is October 1 through December  31 with payouts mid February

 

Royalty Payments Issued  

Ms. ***** states she remembers only receiving one (1) royalty check and asks to be paid for the checks she states she did not receive plus royalties for the volume order.   

 

To validate Ms *****’s statement, we requested a report of her quarterly royalty earnings and corresponding payments.  The royalty payment report shows the sales for each quarter, the royalties earned, the check amount, issue date and number plus any notes relating to the check. A copy of the report is attached for your reference.

 

The Royalty Report shows that in some quarters the threshold was not reached and the rollover rule was applied.  The report also shows that checks were issued four (4) times from 2009 thru 2012 with three (3) of these returned as undeliverable, one (1) in 2009 and two (2) in 2012.  As attempts to reach Ms. ***** at the phone number and email address on record between 2009 thru 2012 were also unsuccessful, the ability to deliver Ms. *****’s checks was rendered impossible. 

 

As indicated on the report the check that was not returned to us was sent in 2010 and followed the Q3 threshold rule.  In this case the payment was a second attempt to deliver royalties from 2009. Since that check was not returned to us, we have no evidence to dispute its receipt.

 

Royalties for the volume book order of 2010 are subject to the Terms and Conditions of Ms. *****’s publishing agreement which provides for a royalty of 10% of the list price on reseller discount orders.  Therefore her royalty has been calculated using the following formula: List price x 10% x quantity = royalty. 

 

Due to IRS guidelines, Xlibris is required to withhold 28% tax on royalty payments if the author has not submitted a W9 tax form. Ms. ***** has not submitted a W9 tax form therefore taxes were withheld.  A check has been issued (please reference the report for the exact amount) and was sent  via USPS certified mail with tracking number *********************** to the address confirmed with Ms. ***** as current prior to sending the check

 

With Ms. *****’s confirmation of address we have requested the payments that were not endorsed for deposit or cashed by Ms. ***** to be reissued.  Once this request has been processed a royalty check will be mailed to Ms. ***** via certified mail.

.

In summary, Ms. ***** has provided a new mailing address allowing us to reissue the checks that have been returned to us as undeliverable.  Ms. ***** has been paid royalties for an order from 2010 that the system miscoded as non-royalty eligible.

Sincerely,

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

Manager of Author Satisfaction

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to publish a manuscript through Booktango since May 2013. After my manuscript was approved, it was submitted to an editor who produced a galley of the manuscript for my review. I pointed out the issues to be corrected and received a revised galley. I have now received at least four galleys. Every galley has mistakes. I am charged every time I make corrections. My manuscript has illustrations with subtitles. The editor layed out the illustrations correctly with only a few mistakes. The galley was returned to me with the illustration issue resolved but with other texts that needed corrections. When the list of corrections were sent to Booktango, the editor said that he could not format the illustrations the way that I had requested. I told my customer rep that the editor had already properly formatted the illustrations in the previous galley. I asked how this could be. I got no real explanation. The next galley has the illustrations formatted correctly. Every time, I return the galley for corrections I end up paying a $19 editing fee. Quite frankly, I feel that I am being scammed. I am beginning to think that the editor purposely makes mistakes so that I have to pay another fee. I have no idea what happens after I talk with my service rep (***** ****). I learned that ***** is in the Phillipines and seems to have a slight problem with English; so I am not sure how well we are communicating and how well he is communicating with the editor. Nevertheless, ***** has worked closely with me in trying to address my issues. However, sometimes, he does not know what the editor's problem is. My complaint is that his process has dragged out for almost six months and I am frustrated and angry with the amount of time it is taking to get my manuscript published and the additional cost for correcting the galleys.

Desired Settlement: I want a refund of my editing fees and an expedited publishing of a manuscript which contains all the corrections addressed to date and which meets my expectations

Business Response:

Dear BBB,

Thank you for the opportunity to explain the format edit charges incurred by Mr. **********.

Ms. ********** asks to be refunded for additional charges incurred for editing his work. Mr. ********** purchased a TimeSaver publishing service from BookTango on June 21, 2013 for $49. A list of the services included in the TimeSaver publishing service is attached for your reference and can also be found on the BookTango website at http://www.booktango.com/Packages/TimeSaver. 

BookTango offers free eBook publishing with DIY (do-it-yourself) instructions on how to accomplish the technical aspects of the eBook’s creation. For those authors who require implementation assistance they may purchase individual services depending upon their needs.  The TimeSaver publishing service Mr. ********** purchased includes all the elements of the DIY (do-it-yourself) Freetango option plus an editor who assists in the initial formatting of the eBook, correcting formatting errors such as hard returns, bad breaks and invalid fonts for the book’s initial set-up. 

The editing aspect of the TimeSaver servce is for format editing and not textual editing.  The editor does not correct errors in grammar, spelling or syntax, or accommodate advanced formatting and styling.  Subsequently, the author is responsible for the text content of their work and any textual changes.  Those changes whether additions of material, changes in wording or removal of text, will alter the spacing and formatting in the eBook.  After the initial format edit, the author is given a galley to review and may accept it for publication or decide to make changes.  If the changes are to the text, those changes may alter the formatting.  Once text changes are made, the author must decide if formatting changes are needed and whether to revise the formatting himself or purchase a formatting and layout correction service where we will implement the formatting changes for him.  

A review of the preparation of Mr. **********’s eBook found that after the initial format, on multiple occasions the author requested additional revisions to his book that involved textual changes.  The review shows that once the text was revised, the author chose to have BookTango staff complete the formatting modifications he desired resulting from his text revisions. Subsequently an additional charge was incurred each time the formatting and layout service was requested.  The review confirms that Mr. ********** was advised of the format edit charges prior to each of his decisions to have BookTango staff implement them. A copy of the review summary is attached for your reference.

Mr. ********** states that he has been trying to publish his book with Booktango since May 2013 and that the process has been on-going for almost six (6) months.  Our records show a three (3) month timeline from his purchase of the TimeSaver publishing service on June 21, 2013 until the filing of his complaint on September 19, 2013.  Less than a month later, on October 8, 2013, Mr. **********’s book completed publication in all three eBook formats with his approval.

In summary, we must decline Mr. **********’s request for refund as Mr. ********** chose to employ the BookTango staff to implement format and layout changes to his book instead of making the changes himself and was advised of the fee to do so prior to making the decision.  

Sincerely

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service
10/18/2013 Advertising/Sales Issues
10/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It has taken me almost 3 years to admit how badly taken advantage of I have been. Embarrassment aside, I was lied to from day 1 by the sales staff of this company. My first question to them was, are you in the US. Which I was told a definite yes. Once they had my payment, I never received a call which was not from the Philippines. The editing process was impossible, the 1st 2 tries for them to get my manuscript in book form they continued to correct one error and make a different error. Then they began charging me for each correction. The manuscript I sent them had no errors; these were all transcription errors, possibly because English was not their 1st language. It came to the point after I had paid $449.00 that my book would either be printed with errors or not at all. The company refused to refund anything. The sales person **** *******, made a bargain with me, if I would buy their Ebook service the corrections for both books would be at no charge. After they had my payment, I found she was not allowed to make that promise. So now I had given them another $100 and I still needed to send $127 if I wanted the softcover book printed. Unfortunately I paid and the only sales through their overpriced bookstore were a few copies my husband purchased. Xlibris keeps contacting me about paying for book conventions and ordering 500-1000 copies. I have gone on to write several other books self-published for free on C**********. I also have published a second edition of the book Xlibris ruined for me. I am very happy with my sales on ***********. Now Xlibris is trying to take my 2nd edition sales from me, somehow they are having their book promoted first so that my lower priced 2nd edition isnt offered properly. In my contract with Xlibris I was supposed to retain all control, but it isn't working that way. I am constantly being phoned by their sales people to give them more money, but when I ask for them to cancel the sale of my book. They won't do it.

Desired Settlement: I would like a complete refund. I want them to cancel their edition of my book "*** **** ***** ****" by **** *** *******. I want them to stop calling me with requests that I spend more money with their company.

Business Response:

Dear BBB:

 

Thank you for allowing us the opportunity to address Ms. *********’s concerns.

 

Ms. **** ********* signed up with Xlibris on December 13, 2011 to publish her book entitled “*** **** ***** ****” taking advantage of a special promotional offer on the Basic publishing package and copyright add on service. The book completed publication and was made available for sale with Ms.  **********s approval on January 6, 2012.

 

Galleys, Revisions, and Resubmission

Ms. ********* submitted the materials for her project on December 19, 2011. A galley of her book was created and sent to her for review on December 21, 2011. Ms. *********’s publishing package includes one round of free author alterations which allows her to submit modifications and corrections to the review galley.  Upon implementation of these revision instructions, a new set of galley proofs were made and sent to her for review. Ms. ********* submitted her approval of the revised galley on January 5, 2012.  A copy of her approval is attached for your reference.

 

Ms. *********’s package did not include a copyediting service nor at this time had she purchased data entry or copyediting as an add-on service. Subsequently, as stipulated in the signed author agreement, Xlibris assumed no responsibility for reviewing or correcting the content of the work. A copy of the signed author agreement is attached for your reference.

 

On January 31, 2012, Ms. ********* contacted Xlibris to make some changes to the published book. Xlibris explained to Ms. ********* that her manuscript had been released for publication as she had approved it and any editing changes to the published book would be subject to applicable revision and resubmission fees. 

 

Also on January 31, 2012, Ms. ********* added a copyediting add-on service for her book at a cost of $13.27.  An E-Advantage publishing package was also purchased the same day at a 40% discount which formats her book as an eBook in the various electronic formats used by the e-Book reading devices in the marketplace.   

 

As the print files for the basic package were approved and released for print, implementing editing at this juncture would not circumvent any resubmission fees.  Ms. ********* decided to provide instructions on the corrections she desired for her book instead of completing the editing service she had purchased the previous week and paid the applicable revision and resubmission fees on February 7, 2012.  The revisions were made and a third galley was sent to her for review.  Ms. ********* approved the second revised version of her book for publication and it was released to print on February 10, 2012.  A copy of her approval is attached for your reference. The eBooks of the E-Advantage package were completed and released with her approval on February 14, 2012.

 

Refund

Per the author agreement, the completion of services renders them no longer eligible for refund. The publishing package services were completed with Ms. **********s approval. The copyright add-on service has been filled as documented in the attached registration document.  As the copyediting add-on service was not used the $13.27 was refunded back to her credit card on May 14, 2012 via transaction *******************.

 

Revision Requests

Ms. ********* states that her book had no errors when she submitted it to us and claims that the “editing process was impossible.”  As no editing services were included in her package or purchased as an add-on prior to or with submission, the text she provided was placed into the book design software and formatted to meet the margin and page specifications of our printers.  Please note that revision and modification of formatting irregularities or changes to other design elements during the book preparation process are the responsibility of Xlibris; textual or image additions and changes are author discretionary choices and after the first round of modifications, are subject to additional fees to implement. 

 

A copy of Ms. ********* initial free round of revisions is attached and shows that she requested twenty-nine (29) changes with only one the result of format or design elements introduced by Xlibris; twenty-four (24) were changes to lower case lettering, three (3) images were removed and replaced, a dedication page was added and image text margin alignment was corrected on one (1) image.   The second round of revisions, copy also attached, shows that only one (1) request was made, the addition of wording to the text.  As this request was not listed in the initial round, its implementation incurred a revision fee. 

 

Marketing Opportunities

Marketing consultants contact authors by phone and email to advise them of opportunities to reach their target market through special offers on marketing services, new products and trade events. The purchase of these services is always at the author’s discretion. A request from Ms. ********* to no longer be advised of these opportunities had not been received prior to the receipt of this complaint.   

 

Global Community

Xlibris is an imprint of Author Solutions, a Penguin Random House Company.  While Author Solutions is headquartered in Bloomington, Indiana, its global outreach requires contact points and offices to be strategically positioned throughout the world and in various time zones.  The staff in all of Author Solutions’ facilities is managed both onsite and corporately via direct contact, specialized training and coaching, continuous performance evaluations, telephone monitoring and phone and video conferencing. 

 

Cancellation

Ms. ********* states that she has published a second edition of her book with another publisher and questions why her Xlibris edition remains available for purchase.  Until Ms. ********* exercises the cancellation terms of the author agreement she signed, we are obligated to make her book available for purchase.  We will need to receive written notice of her intention to withdraw her book. She may send the notice to our corporate office as stated in the agreement: Xlibris,1663 Liberty Drive, Suite 200, Bloomington, In 47403; or as an alternative, she may the fax the notification directly to 812-355-4079, Attention: Post Publication, or send it as an attachment to an email to our email address at PostPublication@Xlibris.com.  Once the cancellation notice is received we will request its withdrawal from print and distribution.  Please note that although the title will no longer be available for print, it may take up to 45 days for the online retail sites to remove the listing.     

 

In summary, in accordance with the terms of the author agreement, Ms. *********’s publishing package was completed and released with her approval in 2012; therefore, she is no longer eligible for refund.  The add-on editing service was refunded in 2012.  Ms. ********* may exercise the cancellation terms of her agreement in order to have her Xlibris publication withdrawn from print.   

 

Sincerely,

 ****** **************

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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


 

 

I am sorry that I didn't respond in a timely manner. I am just worn out on this. To feel so cheated and taken advantage of leads me to want to try and forget it all ever happened. If you will mark this case "consumer remains unsatisfied", it would be appreciated.

 

There is one important item in their statement I have tried to explain but was not understood. The galley that they published was not the same as the one I approved. They had omitted part of a sentence that was in the galley that I approved. It was their mistake and that is why I believed it when the salesgirl told me they would drop the extra editing charges if I bought more services.

 

I know it is useless to try to fight them. They have had much experience with dissatisfied customers, and the legal department to back them up, but I hope others will check this companies rating with you before they waste their time and money. At least for now the calls pressuring me to pay for promotions, buy copies, attend conventions, have book signings etc. the fees are always in the thousands of dollars (in case your wondering), have stopped. If there is a way, please let others know there is no storefront in the USA for this business, it opperates out of the Philippines and once their marketers have collected your fees you will speak only with sales people on an overseas line so reception is garbled and their English is broken and difficult to understand. Their address in Indiana is only a Private post office box, despite their using a street address.

 

My biggest concern now is getting the book they published and have listed for an outrageously expensive price off the market so my second edition may be listed. I have contacted they by mail twice as they have requested, but they have not acknowledged my letters.

 

Thank you for your time,

 

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have written a book and contacted this company regarding self publishing. After speaking to their representative ******** ******, who assured me that if I paid a down payment I would be locked into this wonderful sale price but that if I changed my mind I would get a refund on my payment with no problems. This was on 8/27/2013. After researching this company through the Better Business Bureau and finding negative feedback and numerous complaints about their products and services, I decided I was not comfortable with this company. I immediately contacted Mr. ****** and told him that I had decided I was not comfortable with their company and that I wanted my money back. He said it wouldn't be a problem getting my money back, but so far nothing has been done and I am getting phone calls and emails from other reps. I am feeling pressured and very uncomfortable. I would like to resolve this as quickly as possible.

Desired Settlement: Complete Refund and no more contact from this company or their representatives.

Business Response:

Dear BBB:

 

Thank you for allowing us the opportunity to explain the refund Mr. **** has received.

 

Mr. **** **** signed up with Xlibris on August 27, 2013 to purchase a Premium Publishing package taking advantage of a promotional discount of 50%.  He opted to use a three installment payment plan which added a $30 non-refundable surcharge, making his package total $1,805.  Mr. **** spoke with a Finance department representative to arrange payment for the package and made his first payment of $621.66 that day agreeing to the remaining two payments to be set up for auto-charging in 30 days and 60 days.  

 

An Xlibris submissions representative emailed Mr. **** on the same day, August 27th to advise him on the submission steps for his book and how to provide the book’s materials and any special design instructions he desires to be used in the preparation of his publication.

 

On August 28, 2013, Mr. **** contacted his publishing consultant requesting the cancellation of the service he purchased from Xlibris. During the conversation with Mr. ****’s publishing consultant, he requested to first speak with his manager to check on all the available options for Mr. **** and stated he would call him back within the day. After speaking with his manager, the publishing consultant called Mr. **** but was unable to reach him, leaving a message to ensure that Mr. **** was aware of his attempt to reach him.

 

On August 29th, after not receiving a response from Mr. **** from his communication two days earlier,  his submissions representative reached out to Mr. **** by phone to introduce himself and continue to offer assistance on the submission of his work.

 

 Mr. ****’s cancellation request was endorsed to the refund department for processing on September 3rd, three (3) working days from his initial request. Prior to release, refunds are verified for eligibility, amount and method of refund.  Refunds to a credit card can be made only to the credit card used in the initial transaction and confirmation that the card is active must be acquired to complete the transaction; for check refunds a confirmation of address is needed.    

 

During the refund processing, Xlibris reviewed the conversation between Mr. **** and the Finance department representative during the sign up process.  The recording confirmed that the representative clearly disclosed the payment plan terms and the refund policy before processing the initial payment. Questions raised by Mr. **** during the conversation were addressed and a clearly expressed verbal agreement was received from him before the credit card number was obtained and the first payment processed. Mr. **** agreed to the following statement:

If the Agreement is terminated by the Author for any reason other than a breach of contract by Xlibris, a minimum administration fee of $150 will be deducted from the publishing fees refunded to defray setup costs.  This full language can be found online via our Terms and Conditions.  Do you agree to these terms? “

 

The amount eligible for refund, $441.66 was returned to Mr. ****’s credit card on September 12, 2013, transaction number *******************. This amount represents the initial payment of $621.66 less the non-refundable payment plan fee of $30 and the administrative fee of $150.

 

In summary, Mr. **** has been refunded in accordance with the refund terms he agreed to prior to his authorization of the payment plan for his purchase.

 

Sincerely,

 

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

Manager of Author Satisfaction   

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/11/2013 Advertising/Sales Issues
10/9/2013 Problems with Product/Service
10/8/2013 Advertising/Sales Issues
10/4/2013 Problems with Product/Service
10/2/2013 Advertising/Sales Issues
10/1/2013 Delivery Issues
10/1/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service
9/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The contract negotiated and agreed upon between the servicer (Authors Solutions) and myself included provisions which the servicer refuses to honor. The contract received from the servicer (Launch Premier Pro Publishing Agreement) delineated all provisions negotiated, with their Sales Representative, at the time of agreement. While negotiating our agreement, their Sales Representative sent a copy of our contract (Launch Premier Pro Publishing Agreement) and upon review of this contract an agreement between the servicer and myself was reached. Now, the servicer refuses to honor the provisions entitled under Schedule A (free copies) claiming that I signed for a different contract (Premier Pro package). However, that was not what was agreed upon between the servicer and myself.

Desired Settlement: For Authors Solutions to honor all provisions of the contract as agreed upon in our Launch Premier Pro Publishing Agreement.

Business Response:

Dear BBB,

 

Thank you for the opportunity to provide evidence that Ms. ****** purchased the Premier Pro Publishing package.

 

Prior to purchasing her publishing package from iUniverse, Maria ****** spoke with a Publishing Consultant, ***** *****.  Ms. ****** informed Mr. ***** that she had a $1000 budget, and he recommended that she consider the Premier package, at a retail price of $1299, and offered her a 25% discount.  This package is the least expensive offered that includes an Editorial Evaluation, which Ms. ****** indicated was important to her as evidenced in the attached email exchange between the publishing consultant and Ms. ******.

 

On April 3, 2013, Ms. ****** purchased a Premier Pro publishing package from iUniverse.  This package is a step up from the Premier package and is usually sold at a price of $1649. Ms. ****** was able to take advantage of a special 50% discount, placing her cost at $854.50. 

 

A Finance Representative spoke with Ms. ****** to complete the transaction. In so doing, the representative obtained verbal agreement of the name of the package being purchased (Premier Pro) and its cost ($854.50), prior to describing and receiving verbal agreement to the installment payment plan details and refund policy after which Ms. ****** provide her credit card information. Ms. ****** was sent a receipt via email, copy attached, indicating that she had purchased a Premier Pro package.  Ms. ****** did not dispute the package during the financial transaction or when she received the receipt.

 

Later on April 3rd, Ms. ****** was contacted by her Check-In Coordinator, ****** ***.  Ms. *** sent Ms. ****** an introductory email which contains the phrase “Now that you have purchased your Premier Pro package,” including a link to the package’s description on the iUniverse website. A copy is attached for your reference. Ms. ****** did not dispute the package when she received this email.

 

In May of 2013, Ms. ****** became concerned because she discovered that the package she had purchased was not an Open Editions Berrett-Koehler publishing package.  On May 21, she was sent an email, copy attached, by Customer Support Supervisor Pamela Hawkins, including the information that her package was a Premier Pro package.  Ms. ****** did not dispute the package further.

 

Ms. ****** requests she be given the number of books included in the publishing package she purchased.  The Premier Pro package she purchased includes a hardcover and a softcover proof copy and twenty (20) softcover copies and one (1) hardcover copy.  The softcover and hardcover print proof copies were delivered separately; one on August 13th and one on August 14th.   An order for the twenty (20) softcover copies and one (1) hardcover copy is on hold awaiting payment of shipping and handling which is the responsibility of the author on all publishing packages.

 

In summary, the purchase of the Premier Pro package was confirmed at the time of sale and payment and Ms. ****** was reminded which package she purchased in writing three times since her purchase.  An order for the books included in the package are awaiting payment for shipping and handling. If Ms. ****** would like to purchase additional copies of her book at the discounted author rate, she may do so by contacting her Book Consultant, ****** *****.

 

Sincerely,

 

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

Manager of Author Satisfaction

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

An offer of the package was made by the Finance Representative, Arbra Tubbs, through a contract via email. Once the contract was reviewed (please see attached contract) the finance representative obtained a verbal acceptance of the package. The Representative used the provisions in this contract to sell the package at a discounted rate. The agreement was not accepted verbally until the Representative defined and provided the terms of the agreement through a contract. Therefore, the contract agreed upon represents a legally binding agreement between both parties and, thus, all provisions of such agreement must be fulfilled. 

Regards,

Maria Collar

 

 

Business Response:

Dear BBB,

 

Thank you for giving Ms. ****** the opportunity to provide evidence of which package she purchased.

 

Ms. ****** attached a copy of the Premier Pro agreement with her response letter stating that the attachment represents the agreement for the publishing package she purchased.  Her statement is in keeping with what our records indicate and what our previous response documented.  By her response Ms. ****** has nullified her original claim of purchasing the Book Launch Premier Pro package.

 

We are prepared to complete the services of the Premier Pro agreement which Ms. ****** has now indicated is the one she accepted.  She will receive the remaining services and the number of bookstubs and books listed as part of the Premier Pro package. The package includes fifteen (15) paperback copies and one (1) hardback copy.  The books are provided at no cost; however, as indicated on the iUniverse website, shipping costs are the responsibility of the author.  http://www.iuniverse.com/Packages/PackageCompare.aspx.

 

Ms. ****** may make arrangements for the printing and delivery of her package books by contacting her book consultant.

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Problems with Product/Service
9/16/2013 Advertising/Sales Issues
9/13/2013 Problems with Product/Service
9/9/2013 Advertising/Sales Issues
9/6/2013 Problems with Product/Service
8/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Xlibris published my book "**** *** **** ** ****************** *******". None of the promised services, such as competent listing on Amazon, production of legible, decent-quality ebook materials etc. was actually accomplished. Other than marketing calls, I receive no response from the company.

Desired Settlement: Proper listing on Amazon, using author and book information already provided multiple times. Production and posting of a correct, legible ebook.

Business Response:

Dear BBB,

 

Thank you for the opportunity to explain the actions we have taken to release Mr. **** ** ****** eBook and to provide the online descriptions of his book he desires.

 

Mr. **** inquires about a work entitled, “**** *** **** ** ****************** *******.” We do not have a record of publishing this book for Mr. ****.  However, Mr. **** signed up with Xlibris UK on February 28, 2011, to publish a similiarly titled book, “Time and Work in England during the Industrial Revolution”.   Mr. ****’s publishing package includes the publication of his book in three different formats; hardback, paperback, and eBook.  The book completed its publication process and the softcover and hardcover versions were made available for sale with Mr. ****’s approval on February 7, 2012. 

 

On February 28, 2012, Mr. **** was sent a copy of the eBook version of his title. On the same day, Mr. **** notified Xlibris of the difference in legibility of the graphs and tables in the epub versions of his book compared to the print versions and requested changes be implemented for the eBook format. An updated version of the eBook format was sent to Mr. **** on April 28, 2012 for his review.  We did not receive feedback from Mr. **** regarding his eBook until October 8, 2012.

 

On December 17, 2012, Mr. **** sent Xlibris an email questioning the regional availability restriction placed on the Kindle version of his book on Amazon.com. We explained to Mr. **** that the restriction limiting sales to UK customers only was not requested by Xlibris but was imposed by Amazon and follows the territorial distribution models of print book licensing between countries.  As the business decisions of Amazon are outside the control of Xlibris, we could not guarantee the removal of the restriction.  Subsequently, on January 5th , Mr. **** confirmed that he desired the cancellation and removal of his eBook version from sale and distribution at Amazon. 

 

Upon receipt of this complaint, our Customer Satisfaction staff has attempted to reach Mr. **** by phone and email to assist him with his concerns.  Due to Mr. ****’s previous concerns about elements of his eBook and the length of time since his revisions were made, we have been seeking his written confirmation and approval before reinstating his eBook. 

 

Also, Mr. **** indicates he has provided book and author information multiple times.  We have received  several varying versions of the text for the about the book and about the author descriptors for his book and have been seeking clarification on which set of information he desires to be used.   

 

We await Mr. ****’s response so we can forward the eBook file for his approval prior to reinstatement and verify the text he desires to use prior to implementing a metadata revision.

 

Sincerely,

 

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

Manager of Author Satisfaction

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Advertising/Sales Issues
8/9/2013 Billing/Collection Issues
8/8/2013 Problems with Product/Service
8/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid for the services of IUniverse and then changed my mine and wanted a refund. After many, many attempts to cancel my services, they finally agreed to a refund. This has been over a month. They emailed me over a month ago that they cut the check and mailed it to my current address but I have not received it. They refuse to answer any of my emails or phone calls now.They are clearly keeping money for unearned services.

Desired Settlement: I want my money back now.

Business Response:

Dear BBB,

Thank you for bringing this matter to our attention and for the opportunity to provide the details on how we have tried numerous times to provide a refund to Ms. *****.

**** ***** requests a full refund for the publishing package she purchased from iUniverse. 

On July 28, 2011, Ms. ***** purchased the Premier Pro publishing package, normally priced at $1549, at the discounted price of $1100.  Ms. ***** opted to pay for her package using a 3 installment payment plan which added a non refundable $30 payment plan fee, bringing her total to $1130. 

Ms. ***** spoke with Finance representative, **** ***** who explained the payment plan fees and when the payments would be auto-charged to Ms. *****’ account. Ms. *****’ first payment of $396.66 was made on July 28, 2011, with two payments of $366.67 to follow in 30 and 60 days, respectively.  However, Ms. *****’ third payment, due September 28, 2011 was declined by our payment processor and was never paid.  A decline fee of $30 was added.

Ms. ***** did not submit any material to be used to publish the book.  However, on May 29, 2013, Ms. ***** e-mailed her check-in coordinator, **** ****, her intent to cancel her project.  A refund request was submitted by **** *****, a colleague of Ms. ***** the next day on May 30, 2013.  Ms. ***** refund request was reviewed by the refund committee for eligibility and the refund was approved on June 3, 2013.  The accounts receivable department paid the refund on June 4, 2013. 

Ms. ***** used a credit card to purchase the package.  However, per company policy, refunds for services over one year old must be returned via check.  Ms. ***** refund check was printed on June 7, 2013 and mailed to her address of record, **** ******** ** ***** ****** ****, AR 72223.  The check was for $703.33, which amounts to the two payments made by Ms. *****, less the $30 non refundable payment plan fee and the $30 declined payment fee. 

Because Ms. ***** did not receive this check, a new check, number ******, for $703.33 was issued and sent via UPS, tracking number ******************, to the address of record, **** ******** ** ***** ****** **** ,AR 72223.  According to the UPS website, the check was delivered Wednesday, July 17, 2013. 

In closing, Ms. *****’ refund request was promptly submitted, approved, paid and mailed by iUniverse staff.  Unfortunately, the check did not make it to her.  A new check was issued and sent via UPS with delivery made on Wednesday, July 17, 2013. 

Sincerely,

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

Manager of Author Satisfaction

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I published a book with this company on January 28th 2012. My contract with them states that I will receive my first royalty payment 4-6 weeks after the first quarter ends. I have not. I was reassured by a supervisor that my check was sent out on the first of June, it was not. I have repeatedly called Authorhouse to try and salvage the situation to no avail. Recently I received an email informing me that I will receive my funds at the end of August (two months behind schedule) with the next royalty check due to me. I am in disbelief and I feel cheated out of the money I paid them. This company is also known for rigging their royalty statements.

Desired Settlement: I would like Authorhouse to be held accountable. As a writer, I am dependent on the money I earn. Therefore, it is more than fair that this company be held to labor laws. I worked hard and saved to publish my book. I am not looking for a handout, however I do believe this company owes me interest on my earned money that they failed to pay out. If they are not penalized they will continue to drag their feet when it comes to paying every consumer they can take advantage of. I would like my money plus interest, or my money and a refund!

Business Response:

Dear BBB,  

 

The timely payment of royalties is a high priority for us so we appreciate the opportunity to explain the steps that we have taken to ensure that Ms. ******** has received her royalty payment for Quarter 1 2013.  

Ms. ******** contracted with AuthorHouse to publish ***** ******** in October of 2012 and the title was released with her approval in January of 2013.   

 

AuthorHouse sales are reported and royalties are paid according to the following schedule: 

•   First Quarter: January 1 – March 31 (Payments are made the end of May) 

•   Second Quarter: April 1 – June 30 (Payments are made the end of August) 

•   Third Quarter: July 1 – September 30 (Payments are made the end of November) 

•   Fourth Quarter: October 1 – December 31 (Payments are made the end of February) 

 

For her Quarter 1 royalties Ms. ******** was issued check number ******, dated May 30, 2013.  The check was mailed the same day to Ms. ******** to the address of record:  

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

 

Ms. ******** states that she has brought this matter to our attention on three occasions, June 6th, June 11th and July 12th.  Our records show the following calls: 

 

·         On June 6th Ms. ******** called and spoke and a customer support representative.  She inquired about when her royalty statement would appear on her AuthorCenter.  She was advised that they should be posted within the week.  No other requests were made. 

·         Our records do not confirm a June 11th call. 

·         On June 24th Ms. ******** called and spoke with our customer service department to report that she had not received her Quarter 1 royalty payment. She was advised that reissue is possible only after the 90 day life of the check has expired or if the check is returned to us prior to its stale date.    

·         On July 12th Ms. ******** called for an update on the status of the reissue of her check. A customer support supervisor responded acknowledging that the royalty department had been made aware of her non-receipt claim for Quarter 1 royalties and that royalty payment would be reissued by including them in the Quarter 2 2013 payout.  

 

Ms. ********’s address was automatically truncated because her first address line exceeded the thirty (30) character print limit resulting in the absence of her apartment number appearing in the first line of her address when her check was mailed to her.   

 

While we did send Ms. ******** a royalty check on-time and in the correct amount, the address was insufficient and Ms. ********’s Quarter 1 royalty check was ultimately returned to our office by the USPS as undeliverable. A replacement check was subsequently issued by our accounting department for Ms. ********’s Quarter 1 royalties.  Check number ****** for $130.17 was sent through USPS certified mail on July 17th 2013 with tracking number **** **** **** **** ****. Ms. ******** was contacted by phone on July 17th, 2013 and given the tracking number and check information.  

 

Ms. ********’s mailing address has been updated in our system to conform to the character limitations and now reads: 

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

 

This change will ensure that the apartment number will be printed on future royalty checks. 

 

In closing, we apologize to Ms. ******** for any inconvenience the delay in receiving her royalty payment may have caused. A replacement check has been issued and her address has been adjusted in our system to meet print restrictions. 

 

We trust this information illustrates the steps we have taken to address Ms. ********’s royalty concern. 

Sincerely, 

 

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

Manager of Author Satisfaction   

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/30/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted AuthorHouse because I wanted to publish a book on my brother behalf (June 10, 2013). I was quoted a price of $577 (June 11, 2013). I gave and amount of $300 dollars (June 19, 2013) so that I could take advantage of the deal that was being offer. I did not understand that if I paid the entire amount of $577 at one time; I would not be charged an additional $30 for processing fees. I was under the assumption it was all part of the package. I was told since there is a payment plan the $30 would apply. When I found out this was the case I asked that the payment not be ran but was told it was too late. I was told that I would not have to pay the $30 processing fee because of the misunderstanding. So I preceded to try and make the additional payment of $277 a few days later June 21, 2013. I notice that the money had not been taken out of my account so I called on June 24, 2013 spoke with ***** my consultant. Who told me that I would have to add the $30 then they would refund it back to me. This did not make any sense so I told ***** I would just like my money back. I informed him I could not do the payment plan and if I would have been aware how it worked in the beginning I would have given all $577 up front. He had me email him a letter (June 24, 2013) asking for a refund. He said "Do not worry. You will have your refund in 3-5 business days. I just need the letter attached to the refund request to cover my butt." So email him but it never got to him because the email attached to the email he sent me was not his email. He gave me another email. Which he said he got on June 27, 2013. ***** again informed me that I should be getting my refund of $300. It is now July 11, 2013 and I have not received my refund. I have contacted my bank on July 6, 2013. Who has given me a provisional credit until this matter is resolved. I gave money up front on good faith that I could submit the book when I completed it if I lock in the deal of $577 now. This is not the case. Not only have I been upset over the misunderstanding and refund but now my bank is involved. I do not like the fact that this company AuthorHouse has put me in this kind of position. Can someone please help me on getting my money back AuthorHouse has not seen the book I wanted to publish on my brother behalf and the fact that I have not received my refund and the bank credit could cause problems for me soon.

Desired Settlement: I would like my refund of $300 return ASAP. With an apology for making me go through such steps of getting my money back.

Business Response:

Dear BBB,

 

We appreciate the opportunity to provide details on the steps we have taken to provide a refund to Ms.*******.

 

On June 19, 2013, Ms.******* purchased a Sonnet publishing package from AuthorHouse for the special price of $577.  She elected to pay using a two installment payment plan which added a $30 payment plan fee to her total cost.  When using a payment plan, the first payment is due at the time of purchase and subsequent payments are scheduled to be auto-charged by the bank the same calendar day of the following months. Ms. *******’s first payment of $300 was made at the time of purchase on June 19th and was charged to her credit card.  The second payment was set-up to auto-charge the following month on July 19th.

 

Ms. ******* states in her filing that she was unaware that paying for her package in a single payment would avoid a payment plan fee.  We apologize to Ms. ******* for any confusion surrounding the package payment options.

 

On June 24th, Ms. ******* requested a refund from her Publishing Consultant, ***** *******, who asked that she send the request in writing.  Mr. ******* received her emailed request on June 27th, which stated that she hoped to contact AuthorHouse in a few months to publish her book.  As Ms. ******* had secured a steep discount on her package, Mr. ******* phoned Ms. ******* to ensure that she was aware that the special pricing she received would not carry forward to a future purchase.  Mr. ******* spoke with Ms. ******* again on July 3, and determined that she had indeed decided to cancel the package.  Mr. ******* proceeded to submit her refund request.

 

A refund was processed and on July 15, a total of $300 was refunded back to Ms. *******’s credit card.  The refund was processed in two installments: one for the package purchase of $270 and one for the payment plan fee of $30.  The transactions should appear on Ms. *******’s credit card statement within 3-5 business days.  The ID numbers of those transactions are ******************************** and ******************************** .

 

In closing, we apologize to Ms. ******* for the delay in the processing of her refund.  Ms. *******’s refunds for both the package and payment plan fee have been credited back to her Visa card. 

 

Sincerely,

 

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

Manager of Author Satisfaction

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/29/2013 Problems with Product/Service
7/26/2013 Delivery Issues
7/19/2013 Advertising/Sales Issues
7/12/2013 Problems with Product/Service
7/12/2013 Problems with Product/Service | Complaint Details Unavailable
7/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, my name is ***** *******, author of "** ******* *** *****". ISBN-13: ************* ISBN-10: ********** Publisher: Xlibris Corporation Publish Date: February 2012 Page Count: 490 Xlibris Corporation publish this book on February 2012 and I had a lot of issues with a publisher. With all errors and problems with publishing my book "** ******* *** *****", the main problem - they publish only half of the book. They publish only part, what contains additional recepies, not the main book. The first part of the book, where are a 41 cuisine , wasn't publish at all. The whole book was almost 900 pages, but they publish only 490. They screwed all meaning of the 41 Cuisine book. They publish only the end of the book, where are recipes of bread, sauce, cakes and Only 3 International Cuisine from 41. All other 38 Cuisine are gone. For all this period I got paid for one sold book only. I'm already tried all ways to fight them. I'm a very sick person and need help, but I barely have enough money for food. I have feeling they stole my materials and publish it by different name. I'm very tired of all this and bagging for help.

Desired Settlement: They need to publish the book in correct way, how it written originally. They said from the beginning it will be two parts of the book. Or I want to cancel contract with them and get my money back.

Business Response:

Dear BBB, 

 

Thank you for bringing this matter to our attention and for the opportunity to present our side of the case.  

 

***** ******* writes that only half of her book was published, indicating that her book was almost 900 pages but only 490 were published.  She seeks to have the book published as it was originally written or cancelled and refunded. 

 

Ms. ******* signed up with Xlibris on October 31, 2011 to publish her book entitled “** ******* *** *****”. The book completed its publication process and was made available for sale on February 3, 2012 with her written approval. 

   

Ms. ******* states that there were a lot of errors and problems with the publication of her book but elaborates only on the claim that only half of the book was published. Ms. ******* also mentioned that only half of her book was published stating that it was to be published in two parts although only one publishing package was purchased. 

 

The production of all books follow a step by step procedure to ensure that all phases are carried out to the author’s satisfaction and within the guidelines and specifications of a book produced for print-on-demand printing.  The design phase of all books includes a review process allowing the author to check all aspects of their book and provide feedback should the book require changes before it is published.  A corrections process is in place to accommodate the implementation of changes requested by the author during this review process.   

 

Upon review of the production history of Ms. *******’s book, we found that Ms. ******* and her authorized translator, **** *******, were presented galleys for review for both the interior and the cover of her work.  Our review found no requests for revisions or notification that material was missing from Ms. ******* or her translator during the review process.  Xlibris received a signed galley approval form from Ms. ******* which authorizes Xlibris to make the book available for sale.  This approval form states that Ms. ******* confirms that “the entire book is present, everything is formatted correctly and does not require further changes.”  A copy of the signed form is attached for your reference. 

 

As per Xlibris’ agreements and policy, changes to a book after publication are subject to applicable revision fees.  Please reference the following link for a description of those fees. http://www2.xlibris.com/editorial_alterations.html.  

 

In light of Ms. *******’s health concerns as mentioned in her filing, and as an act of goodwill and customer service, we are willing to make an exception to the revision policy and extend a free round of revisions to Ms. *******’s black and white book.  She may submit the “missing” pages for incorporation into her book and any individual modifications (such as spelling, capitalization, punctuation, etc) to the current text of the book.   However, Ms. *******’s book will be subject to the page count limitations set by our printer and industry standards.  Also please note that the addition of pages to the book will increase its cost to print and therefore the selling price to the consumer. We shall await Ms. *******’s confirmation on the acceptance of this offer and the submission of additional materials to the book. 

 

In summary, the publication of Ms. *******’s book was completed with her written approval.  In the interest of goodwill, we are offering a free round of revisions to Ms. ******* whereby she may submit the missing pages referenced in her complaint for formatting and inclusion in her book plus any revisions to the current book text.  

 

We hope the information provided in this letter illustrates the steps we have taken to address Ms. *******’s concerns.  

 

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

Manager of Author Satisfaction 

Author Solutions LLC  

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2013 Problems with Product/Service
7/7/2013 Problems with Product/Service
7/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had terminated my contract with Westbow Press last summer (6/2012). When I continued to receive emails from one of their add-on services - the Author Learning Center, I contacted them immediately to tell them that I was not interested in The Author Learning center and to stop that service immediately and I did not want to be charged for it after the free year was over. This request was made last year several weeks after I had terminated my contract. As the emails had stopped immediately I had assumed that the removal of the service was correctly processed. As of 6/5/2013 (a year later) I was just charged $149.00 for this online service, and because my account had insufficient funds, I was charged and additional $34.

Desired Settlement: To be refunded the $149.00 immediately along with the late charge of $34.

Business Response:

Dear BBB,

 

Thank you for bringing this matter to our attention and for the opportunity to present our side of this case.

 

******** ***** is requesting a refund for her subscription renewal to the Author Learning Center and overdraft fees.

 

Ms. ***** purchased an Online Platform publishing package with WestBow Press on April 24, 2012.  This package included a free one-year subscription to the Author Learning Center website, a membership-based online community that provides online writing tools and educational resources to help writers polish their work. To accept the free subscription one must officially register which Ms. ***** did on June 5, 2012. 

 

Ms.***** writes that after cancelling her publishing package with WestBow Press in July of 2012, she continued to receive emails from the Author Learning Center.  After she requested that they stop emailing her, the email stopped, but her subscription automatically renewed on June 5, 2013, charging her credit card $149. 

 

Ms. ***** was notified of her free Author Learning Center subscription by her WestBow Check-In Coordinator, ****** *******, via an email sent on May 31, 2012.  This email included the following information about signing up:

 

To sign up and get started with your 12-month Author Learning Center subscription, please complete the following steps:

1) 
Create a user account with the Author Learning Center by submitting your first and last name and e-mail address.

2) You will receive an e-mail with a link to confirm your account.

3) To receive full access to the Author Learning Center website, you will then be required to visit
 www.authorlearningcenter.com and click on the “Sign Up” button on the right-hand side of the page. You will be asked to fill in the following information: 

·         Select “Annual ($149.00/year)” 

·         Free WestBow Press promo code: wb12free 

·         Credit card information* 

·         Billing address 

4) After you submit your information, you will have full access to the Author Learning Center.

If you need assistance signing up for your free 12-month subscription, please do not hesitate to contact the Author Learning Center by e-mail at 
authorsupport@authorlearningcenter.com. 
 
Have a great week!
 
****** *******Check-In Coordinator
WestBow Press
A Division of Thomas Nelson
1663 Liberty Drive, Suite 200
Bloomington, IN 47403
Phone: (866) 928-1240 x5288
Office Hours: M-F 8 AM - 5 PM EST
www.westbowpress.com/blog 
 
*Your credit card is required in order to register with the Author Learning Center. It will not be charged unless you do not cancel your Author Learning Center account before your 12-month subscription expires. 

 

Ms. ***** signed up for the Author Learning Center using the promotional code from the email on June 5, 2012.  On the evening of May 31, 2013, ****** *****, Author Consultant with the Author Learning Center, called Ms. ***** and left a voicemail message, notifying her that her subscription was going to automatically renew the following week.  Ms. ***** did not take steps to cancel her subscription prior to the renewal date of June 5, 2013.

 

On June 13, 2013, we cancelled Ms. *****’s Author Learning Center subscription and refunded $149 to the credit card on file, transaction ID ************.  This refund should appear on Ms. *****’s credit card within 3-5 business days.

 

In summary, Ms. ***** was made aware before she subscribed to the Author Learning Center in 2012 that the subscription would automatically renew, and a representative reached out in advance of the renewal to remind her.  Ms. *****’s subscription has been cancelled and she has been issued a refund of $149, but the $34 bank fee will not be refunded.

 

We trust this information demonstrates the steps taken to address Ms. *****’s concern.  

Sincerely, 

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

Manager of Author Satisfaction 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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