Complaints

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

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Xulon Press has 4 locations, listed below.

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• 

  Xulon Press

  555 Winderley Pl Ste 225 Maitland, FL 32751-7143

  
• 

  Xulon Press

  10640 Main St Ste 204 Suite 204 Fairfax, VA 22030-3932

• 

  Xulon Press

  11350 Random Hills Rd Fairfax, VA 22030-6044

• 

  Xulon Press

  212 3rd Ave N Ste 290 Minneapolis, MN 55401-1441

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.