ComplaintsforXulon Press

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started working with Xulon Press in 2021. My book was completed November 2023. I paid the company a total of $2573.92 for services rendered. I have attached a copy of the payment contract for services to be rendered for the publishing and printing of the book. The nature of the dispute is for the lack of communication and dishonesty of the payment of royalties. We sold over 600 books in one month. The company has request and has been sent the W9 along with other documents. Repeatedly they are making excuses and failing to pay the $3,817.47 in royalties which are due. In addition, another $135 in books were ordered and paid for on December 17th which I have failed to receive them. I have had to order books from Amazon and have received them within one week. I have been told for future orders; I may want to try Amazon. This means I am paying full price for my products which the company has failed to hold up to their contract of an author discount. This company has been dishonest with lack of morals and character.

  Business response

  02/14/2024

  This complaint has been escalated to our corporate level for resolution. Unfortunately, it is taken longer than expected to reconcile. We are working towards a satisfactory resolution and have been in contact with the customer earlier this month. We will reach out with an update to her shortly.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company stopped providing services after the contract was signed and paid in full. However, services were not completed.

  Business response

  12/29/2023

  The customer's complaint has been thoroughly reviewed to better understand her concerns. A resolution is being worked out between our company and the author to complete the book project and publish. A letter outlining this proposed resolution is attached and has already been emailed directly to our customer for her approval to move forward together.

  Customer response

  01/01/2024

   
  Complaint: 20989900
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  01/08/2024

  December 29, 2023
  Re: *********************** PID ****** Resolution [BBB Complaint #********]
  Good morning ****,
  Thank you for your correspondence and for agreeing to work together to complete my book project. Completing the book is my goal. I would like to first discuss the problems with the initial edits that were never resolved. I am unsure how that issue will be dealt with going forward. As we discussed prior to the Christmas break, the previous ghostwriter was unwilling to write and proceeded to cut and paste long articles which would be plagiarism of those authors. Over time she began to consolidate and paraphrase with references. Will these references be checked for accuracy and properly referenced? I am seeking not to repeat past problems with the future ghostwriter or editor. Therefore, it would be helpful for me to see their writing samples and talk to see if this is a good fit.
  The last time I heard from Xulon, the word count was not at ******* words as I indicated the final manuscript would contain. Therefore, once I could not receive a response through phone or email, I continued to write on my own. Furthermore, when the ghostwriter contacted me for the last time before she ended all work to start a new project, I was given a poorly written second half of the book that I had not been able to review. Therefore, I spent an enormous amount of time editing and cleaning up what was sent to me. The ghostwriter, at that time, stated she was not responsible for editing grammar and flow which was clear when reading her submitted writing. I am pleased to see this is a part of the service that was agreed upon originally. However, will the service include editing for grammar, punctuation, syntax, formatting, readability, and flow for the original manuscript and for what has been added?
              I appreciate your offer to reduce the charges for the services in the future to reflect a custom development edit service as it seems more appropriate considering I wrote most of the manuscript and had to remove the parts that did not make sense. However, the math does seem confusing. If I am charged $.10/word times ****** additional words that would equal $2,500.00. Are there additional fees in the quote that would help me understand the $3,100.00 owed? It would be helpful if the charges could be broken down to include the agreed upon package cost, the original fees charged and the proposed fees to be charged. During our phone conversation, you assured me the word count cost would remain the same as the custom developmental edit cost for any additional words beyond the ****** just as ****** had offered in an email. However, in your letter, it states this will be negotiated. I prefer all costs to be discussed in advance of proceeding.    
  
  Kind regards,
  ***************

  Customer response

  01/08/2024

  I am awaiting more details from Xulon and we are currently trying to work through the issues.

  Customer response

  01/19/2024

  A Xulon representative contacted me to provide a full refund. It was handled in a professional manner and the case has been resolved. Thank you for your help and for their commitment to a resolution.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is **** ****** who is presently residing at **** ** *** **** ***** ******** *******. I have already published 5 books so far. This time I decided to seek out a Christian book publisher here in America. Unfortunately I choose Xulon Publishing house, **** ****** **** ***** **** ********* ******* ****** I contacted them on September 2nd 2022 and submitted my ****script on September 5th 2022. After long negotiations we agreed upon a price for Elite package $. 2650.00 and the initial deposit of 188.13 on Sept. 5th then each from October to February 205.00 which is a total of $. 1,213.13. On Sept. 9th I have been assigned to a pre-production representative Ms. Jeannie R******. In the mean time I didn’t hear anything from her and calling her so many times and finally find out from a xulon representative that she been quit from her position and someone named Tabitha T***** send me an email saying that she is the new production representative on Sept. 20th. She was sitting or sleeping on my ****script till January 2nd 2023 by the time already 119 days elapsed. At the same time they were Charging my credit card since sept. 5th and then every month. The only one demand I repeatedly told them that I need a deep editing because my mother-tongue is not English and they agreed about it also. Even the Email dated Jan. 2nd 2023 from Tabitha subject is “submitted to Line plus Editing”. I waited almost a month (last week of January) and called an update about the Line plus editing they told me they need me to pay them another 1950.00 for Line plus Editing. So I called Toni Riggs who originally called me set up the agreement she said I can cancel and get the money back. It’s absolutely not my mistake to continue it is their fault breaching the contract. In the meantime I wanted to let you know that they never send me an agreement. My experience with Xulon Publishing Company was so good. Initially I was thinking that I am dealing with a Christian company that will never have this kind of scam business. Later I find out this company representative talk very nice and seemingly reasonable fees. But they are very slick marketing strategy to take the money from the poor authors and hold back a big chunk which they didn’t do anything. They only returned my money on January 12th for an amount of 659.13. The balance they owed me is 554.00. In this regard I contacted Ms. Sandy O**, Account Specialist few time but in vain. Also They didn’t send me back my ****script. Since I didn’t want to cancel from the contract and the xulon didn’t keep their promise I need my full refund which includes 554.00. Since so many people have bad experience with xulon I request the BBB to do an appropriate action against this company so that nobody will be cheated near future.

  Business response

  05/24/2023

  To whom it may concern, 
  We are sorry to hear of this author's experience. We are happy to return the additional $349 in a gesture of good faith to the client, but there seems to be a few discrepancies that I would like clear up so that we can all move forward amicably.
  The client originally purchased the Best Seller Package for $2,443.13. He made payments for his down payment and then 4 months, totaling $1,008.13. He outlines all of this in an email to our team (I've attached that email thread to the complaint here) where he also mentions not receiving the refund, despite us providing confirmation that they had posted. 

  
  The primary concern I have is the statement regarding us attempting to up charge him in regard to his editorial service and referring to us a scam business. Mr. ****** purchased editing for 9,500 words but when he submitted his ****script, it was nearly 92,035 words. Obviously that is a substantial difference and is the reason we contacted Mr. ****** to collect the additional funds for his edit. 

  
  Additionally, we completed work on the account, specifically the ****script Diagnostic Review, which is why we retained just $349 of the $1,008 he paid. In an effort to close this out and ensure Mr. ****** feels confident we've done all we can to resolve this, we will agree to refund the additional $349 as a gesture of good faith, despite the 4 months of work we put into the project. 

  
  I have requested the accounting department initiate this refund and will have them email Mr. ****** directly to confirm. 
  

  
  

  Customer response

  05/27/2023

  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  But I have to contradict their one statement  that they never told me ever in any of the conversation that they will do only 9,500 words editing.if anyone call 9,500 words is a  book.To amicably settlethis matter I am agreed and accept the response of refunding of $ 349.00 . Thank you so much the BBB official to resolve my humble request.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with this company to publish my book. This was almost 3 years ago. At the time of signing the contract they promised me that my book would be at 2 major book shows the New York book show and the London book fair. To date they have not provided me with this service this is the bulk of what I paid them for. First they told me that it was because of covid. Then when the book shows resumed they still did not have my book in there. When I expressed my dissatisfaction with this and told them I would not be renewing again with them they canceled my book. I have already paid to have my book with their service through the end of February 2023. This company is a ripoff and fraudulent and plays on the fact that they are a Christian company when in fact their methods of business are evil.

  Business response

  12/19/2022

  Hi there,
  
  I am so sorry for the experience you've had with us thus far. I have requested that our Author Service Manager reach out to you to work towards a resolution and will follow up back here shortly.
  
  Blessings,
  Xulon Press Management

  Customer response

  12/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a phone call from the account services manager. We are working on a resolution. But the issue is not been resolved as of yet.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to get my royalties check from xulon press since October. I spoke with ***** who did reach out to the department that handles the royalties payments. However I still have not received my check I have called multiple times and still nothing I even expressed that I had bills to pay and my light might get cut off and still never received it.

  Customer response

  12/11/2022

  ***Document Attached***
  I was told on the 9th by *************** that a check would be mailed out to me on Dec 20th.
  
  Then received the attached email stating funds will be deposited into my account in Jan.
  
  This is unexceptable I have been asking for my money for almost months now.
  
  And I dont know what account they are sending it to because they dont have one for me they will have to mail out a check which Ive already cleared with ***** multiple times.
  
  I want my money now. And a check mailed out by Wednesday.
  See Attachment/File: Screenshot_20221211_085647.jpg

  Business response

  12/19/2022

  Hi ******,
  
  We are so very sorry for the delay in getting your royalty check processed. I have confirmed the check was sent via ***** last week and that it was delivered on Friday afternoon.
  
  There was a delay on our end getting your mailing address updated which contributed to the delay. Again, we are so sorry for this.
  
  Moving forward, your royalties will be mailed via check on a monthly basis, each month where you have accumulated $25 or more in royalties.
  
  Our sincere apologies,
  Xulon Press Management

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi! I am very disappointed in the Xulon Press services. My 13-year old daughter wrote her first book and and I do not really know much about the publishing process. I was counting on the name that the company is Christian and thus can be trusted. We paid more than $3000 to start the publishing process, then paid for editing, then for adding a hardcover, then I tried to pay for getting my ready-to-print files and never received a response. The communication was good during all the money concerning matters (except giving my ready-to-print files back) up until the release of the book, although a lot of my questions went unanswered. Most of my "non-money questions" were unanswered. When I called them in spring, the message said to leave them a message and that "The office will be closed on Thanksgiving day". Never reached back to me. I had to send two or three of the same emails (Corey W*****) to get an answer to a simple question. And they never responded after that. I feel ignored and cheated. I couldn't sleep through the nights, thinking about what I did wrong, or why it was like that. That was my first time publishing experience, I paid all they asked, it was basically all my savings (I was ready to invest the money into my daughter's book), but there was no way to reach them. The book was released on May 31st, 2022. The website says the royalties take about 30 days to come. It is end of September, and we didn't receive a single cent from it. There is no reports of online sales. I personally bought my own book a couple times from ******. But these sales have never been reflected anywhere. It feels like somebody is just selling your book for themselves. I have no control over anything in this situation. I am very confused and sad. I just do not know what to do...

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/10/04) */ Hi Mrs.**********, First, let me apologize for the lack of communication. That is absolutely not the standard of service we aim to provide. I have looked in to your account and have reassigned it to a new representative. I'm requesting that he reach out to you as soon as possible and provide the print ready pdfs at no charge as a courtesy and apology for the inconvenience. I do see a positive royalty balance on your account in the amount of $338. It looks like we just need your W-9 and direct deposit info to have that paid out to you. I also show that we received you W-9 in office on June 28th, 2022. I will have your new representative figure out where that left off and what else is needed so that we can get your account set up at our corporate office and your funds paid out asap. My most sincere apologies again for the inconvenience. I really hope you'll give us the change to turn this around for you! Blessings, Xulon Press Management Consumer Response /* (2000, 7, 2022/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am reporting this business to The Better Business Bureau because Xulon has consistently been evasive and lied about their contract regarding authors receiving royalties. I have contacted them several times, but they will not get back in touch with me although I've placed several calls and been transferred to "my account representative". The voicemail is conveniently always full. I have no further recourse but to contact an attorney to resolve the matter of my book being placed on ******.com under Xulon's account. They have provided no information to me regarding a sales report, and this seems to be their pattern with other authors. In essence they have stolen my intellectual property, and they are selling my book without my permission on ******. I have not received any royalties in the last 8 years, but my book continues to appear on ******. I have even recently ordered it myself to see that they are in fact still printing and selling it without my permission. Because it is my intellectual property, I will publish with another company.

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/09/02) */ Hi Ms. ********! I trust this message finds you well. It looks like in the time since filing this issue you have spoken with your representative. I understand you all are working through the issues identified. Would you like to continue with this dispute on BBB or do you prefer direct contact to your phone/email? We're happy to proceed however you feel most comfortable and are looking forward to resolving your concerns. Blessings, Xulon Press Management

• Initial Complaint

  08/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a book published by Xulon Press for which I paid 1,899.00. After I finished paying for their services, I heard nothing else from them. However, I saw the book for sale on their website, and other websites as well. I have never received any notification on the success of book sale or lack thereof, nor have I ever received any royalties from them. I contacted the only person I knew, Miss Sandy Owens, who is in charge of payments, and she referred me to Ms. Priscilla H********, who is in charge of royalties and changes to books. I have called Ms.H******** more than once, and she has not returned my calls. I would like to ask Ms. H******** as to why I haven't received any notifications as to the status of sale, and why I haven't received royalties. I want the book pulled out of distribution and terminate any publishing agreement. Those are the issues I would like BBB to help me with if possible. Thank you for your time.

  Business response

  10/10/2022

  Business Response /* (1000, 8, 2022/09/07) */ Hi Ms. *******, I trust this finds you well. I'm so sorry for the issues you've encountered. I have looked into your account and can confirm that 2 copies have sold since the publishing of your book back in 2017. It is currently active and available for sale through our printer's distribution network which does include *********************** etc. That of course doesn't guarantee sales, but it is available for sale should a customer choose to purchase. Book sales and royalty information is posted monthly to your author center. I will have our system send out your login information so you can log in and check things out. I do see both sales posted there and a royalty balance of $16.77 on your account as well. Our typical royalty threshold is $25, once an account reaches that amount, if all paperwork is on file at that time, a direct deposit or check is issued monthly. I understand you'd like to terminate your account and can go ahead and initiate that for you. Once that process is complete, you will lose access to your Author Center so I'll wait a week or so to finalize that. Blessings, Xulon Press Management Consumer Response /* (3000, 10, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. B**** does not say whether my book will remain selling or will it be taken out of circulation. I want it taken out of circulation in every outlet where is being sold. Then I want my account closed. Business Response /* (4000, 12, 2022/09/20) */ Hi there Ms. *******, We can certainly cancel/terminate the agreement and remove the files from our printer so that no new copies are printed. The book listing will likely never go away from Amazon completely, but they will mark the book as "no longer in print" so no new copies can be ordered. This does not prevent used copies from being resold, though given the overall number of book sales I believe that to be unlikely. I have attached the sales report below since once I terminate the account you will lose access to this. I have also processed the termination of your book in our system. Best of luck in your future endeavors, Mrs. Corey M*** Director of Operations Consumer Response /* (2000, 14, 2022/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the response given by Mrs.Corey M***, Director of Operations. I just want to state that I have the copyright and the book has been edited and may be published by another publisher in the future. I hope this does not present a problem with Xulon Press. If there is no conflict or problem, then this is the end of this issue. Thank you ******. *******

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have pre paid to have my by book self published and edited by this company. However the editing job was not ask described. Now almost a year later i have nothing to show. Thr book has been poorly edited or at all. The have so many basic errors including commas, past tense. Ihave paid them for 2 extra edits plus other fees. I have how been hosted by Mark B******* and i amnot a pleased customer. I am seeking to finish my book properly or be completly refunded.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/22) */ Hi Ms. ********* I trust this finds you well. Thank you for bringing this concern to our attention. I'm hopeful that we can resolve this fully and efficiently. I'd really love the opportunity to get this turned around for you so that we have a satisfactory result in regard to your edit and ultimately, a published book! It looks like you have had some correspondence with a couple of members of our team since this complaint was filed on the 19th and as of today (22nd) had an outside editor reviewing the latest version of the manuscript to determine if there were additional errors. I have asked Marc and Jason to provide me an update once they hear back from you on that and from there, if outstanding issues remain, we will address and correct them accordingly. Blessings, Xulon Press Management

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I paid this company 1800 plus 6 to 1000. I will accept 3500 to resolve the matter. I have been trying to contact someone for at least a month. Prior to that the person that was my project coordinator was unreachable and it was turned over several times no contact. So I was promised 50 free books. More recently I sent over another manuscript in April 2022 because it was lost by someone. I had previously submitted it November 2021. Then they told It was complete I went in and looked and the first Letter off each page was missing. They said they would do it again. I paid more for editorial Services. I spoke to Nina in May or June. I have been trying to contact her for almost two months. July She sends an email to approve my interior. It's the wrong manuscript. A coworker Marc spoke to me briefly. This past Friday I called the receptionist and she promised a supervisor would Call me Back. No call Back. Today 8/8/2022 I call no answer and I call again it says the number is disconnected. They can finish expeditiously with the correct manuscript and give me 100 free books Instead of 50. I am not happy I give my money and get ignored. I want it done correctly. I have emailed Jason, Nina, and Heather. No one has helped me. Finish with 100 free books or settle for 3500. People keep changing

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/16) */ Hi Ms. ********, Thank you so much for submitting your concerns and bringing your account to our attention. I am so sorry for the issues you have encountered. Rest assured, Nina is your assigned point of contact at this time and is happy to help you in whatever way she can. I had her give you a call yesterday at 11AM EST to help resolve these concerns ASAP. She did leave a voicemail for you as well. We are more than happy to rush through your changes and with the correct manuscript, we'll just want to confirm that we have the correct file of course before doing so. I'm happy to have our Author Experience Supervisor reach out to you as well so that we can learn how to better improve on the challenges you've faced and prevent them from occurring in the future. We'd also be happy to consider some additional compensation for your challenges as needed. We will attempt to connect with you again today via phone and email so we can get this resolved as quickly and efficiently as possible. Blessings, Xulon Press Management Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, I do appreciate you responding quickly. I have spoken to Nina but I missed the supervisors call and tried to call her back. I have spoken to counsel and I would like 150 books for free and 1000.000 and for you all to finish the job correctly. If we can agree I will close this out as an acceptable resolution. Business Response /* (4000, 9, 2022/08/26) */ Hi Ms. ********, Thank you again for reaching out. I have received your compensation request and unfortunately the most we are able to do is to add in an additional 100 free copies of your book, as discussed with Nina. Based on your current book specs (trim size, interior color, and page count) to have these books printed would cost you about $1,500 before taxes and shipping. Plus, you'll now be able to sell these books at your estimated retail price of $23.99 (also based on current book specs), which equals roughly $2,400 in cash that can go right into your pocket! This equates to roughly $3,900 in compensation and I'm sure will be a great help to you in your book launch. Of course, we are also happy to finish the job so that you're fully content with your published book. Blessings, Xulon Press Management Consumer Response /* (4200, 12, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response to be clear for all that has happened to include the manuscript sent in November of 2021 that was lost and then the type setter issue, the many agents I have been through, not being able to contact someone for months until I reached out to the payment person, the frustration and concern that this would never happen and being sent the wrong manuscript to approve, their is no compensation for that? I am disappointed. But you are willing to send an additional 100 copies which equate to 200 free copies? and you will finish the book? Business Response /* (4000, 14, 2022/09/02) */ Hi Ms. ********, Thank you for your reply. We are absolutely happy to finish the book! In regard to compensation, we are offering 100 free books as the compensation for the challenges. You already have 50 free books on your account so this will total 150 free copies of your book was it is completed. If all of this sounds good, we will happily resume the work on your project asap. I believe Nina is just waiting for confirmation of the correct and final manuscript. Please let me know if we can provide any additional help or information. Blessings, Xulon Press Management Consumer Response /* (2000, 16, 2022/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks again for the response. I accept the additional 100 books bringing my total of free books to 150. I still wanted monetary compensation for the frustration and time spent calling and emailing, it's almost a year after I turned in the manuscript from 11/2021. I will resend it again this weekend and we can resume. Hopefully everything is resolved professionally and expeditiously this time. The book needs to be ready and printed by November.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩