BBB Accredited Business since
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Publishing Services; Author Services; Marketing and promotional services
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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 13 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 284 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||190|
|Total Closed Complaints||284|
Additional Complaint Information
BBB files indicate that this business has a pattern of complaints. Consumers allege the company does not return calls and e-mails in a timely manner. Company responded that "Our key preventive measure include, generate a daily report of calls, which shows voicemails by extension of customer-facing staff and departments, reviewed daily by department supervisor/manager to assure our communicated timelines for responses are being met. Generate a daily report that shows date and time e-mail stamp for when e-mail was sent by the customer, when it was returned, and the elapsed time, reviewed daily by department supervisor/manager to ensure employees are consistently meeting our communicated timelines." Company also states that "Currently, 97.9% of our return calls and e-mails are within our timelines, and that reports and response times reviewed in a regular weekly meeting by executive team, managers, and customer support team to identify any root causes and action plans needed for improvement." Company will also "develop a coverage plan for staff member absences." Secondly, consumers allege company does not provide their refund in a timely manner. Company responded with " Our key preventive measures include, refund criteria are clearly outlined in the Author Agreements that our authors must sign at the beginning of the process, before we proceed with their objects. We provide ongoing training to our staff with respect to refund timelines and the process required for requesting refunds. Our Author Satisfaction team regularly reviews pending refunds, to ensure timelines are being met. Reports and response times are reviewed in regular weekly meetings by the executive team, managers, and the customer support team, to identify any root causes and action plans needed for improvement." Consumers also allege that the company is not reporting their royalties correctly. In which company responded that " Our key preventive measures include improved layout of royalty statements in October 2014, to provide an even more detailed breakdown of order type, as opposed to "retail" or website, as previously displayed. In October 2014, we rolled out an additional royalty reporting feature that allows authors to generate lifetime royalty reports and also allows the author to filter the reports by quarter. Each quarter, an e-mail is sent to customers who do not have tax information on file with us, to inform the customer and attempt to obtain the IRS-required documentation. If they do not respond, appropriate withholding will be made, as required by law. The Author Agreement also defines that the tax information must be on file. Messaging to customers with returned checks sent via e-mail, to acquire updated addresses. Checks are then mailed to the new address within ten (10) business days. Increased staffing to research inquiries and process new checks when the customer says a particular check was not received. Increased staffing to research and address general royalty inquiries." Lastly, consumers allege they have not received the service, which includes marketing, advertising, editing, and publishing. Company responded that " We have taken the following actions to ensure that authors have a solid understanding of what they are purchasing, increased training of personnel on the topics of editorial standards, copyright infringement, and permission of use-prior to entering the publishing process. Step-by step guide, "Road Maps," provided to customer at multiple times during publishing/marketing processes, so they are clear on what they need to do to keep the process moving forward, and review recorded Marketing and Sales calls for approved sales practices." BBB will continue to monitor the complaints on Author Solutions, LLC.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||10|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Andrew Phillips, CEO and President Mr. Bill Becher, Senior Vice President Ms. Elaine Headley-Jerome, Manager of Author Satisfaction Mr. Eugene Hopkins, Client Services Manager
Publishers - Book VANITY PUBLISHERS