Complaints

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:10/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am an 83-year-old author who published with Trafford Publishing, now owned by Author Solutions in ***********, ********I paid a $600 deposit to Trafford that was confirmed by their staff but never refunded. I also have not received my royalties or a full royalty statement. Author Solutions says they did not purchase liabilities, but I still have proof of my payment.Please help me recover my $600 deposit and unpaid royalties.

  

  Business Response

  Date: 10/29/2025

  Dear BBB,
  
  Thank you for the opportunity to response to Mashallah.
  

  These topics have been address with Mashallah many times prior to this filing. We have always provided the same information. We will again address them below.
  

  I paid a $600 deposit to ******** that was confirmed by their staff but never refunded.
  As has been explained to the author multiple times, when Author Solutions acquired ******** in 2009, we did not purchase their liability. Therefore, there is no record of the $600 payment so we cannot refund a payment that we did not receive. The confirmation that Mashallah received was by an employee of *****************, prior to the acquisition, not Author Solutions Trafford.
  

  I also have not received my royalties or a full royalty statement.
  The authors book was published by ***************** in 2006. ******** was acquired by Author Solutions in 2009. Again, as has been relayed to Mashallah multiple times, we have no record of royalties prior to the acquisition because we did not purchase the liability. There were no royalties reported to us in *********, or 2011.  Mashallah earned royalties in 2012 and 2017. The 2012 royalties were paid on Ck#****** dated 2/14/14 for $18.43 ($7.17 tax withholding). This check is well outside our six year statute of limitations for payment reissuing. The 2017 royalties were paid on Ck#****** dated 2/14/18 for $3.38 ($1.32 tax withholding). This check was returned to us. It has been voided and is a due balance on the account. The account was on hold because Mashallah lives in ****, which is a mail sanctioned country, meaning that we cannot send the check. When this was explained,Mashallah provided a different address, not in a sanctioned country, and the hold was removed. The royalties are below the minimum threshold of $20 for check payments. If the third quarter 2025 royalties push the due royalties over the $20 threshold, after tax withholding, a check will be sent in the third quarter 2025 payout, which occurs in late November/early December. If they do not, then a check will be sent in the fourth quarter 2025 payout, regardless of amount, which occurs in late February/early March. We do not pay royalties outside the normal quarterly schedule.
  

  As for a full royalty statement, the royalty statement, attached, on Mashallahs author center goes back to 2012. Again, there were no sales reported to us for *********. Royalty statements prior to the acquisition were not provided to us so we cannot provide it to the author.
  

  All of the information above was provided to the author most recently via email on September 30, 2025.  
  

  In closing, Author Solutions did not purchase ********* liability when we acquired ********. The refund cannot be granted because it is not money received by Author SolutionsTrafford. We have no record of the transaction.
  

  The 2012 royalties are well outside our six year statute of limitations so will not be reissued. The check on which the 2017 royalties were paid was returned and voided. They had not been repaid because the author lives in a mail sanctioned country. A new address has been received and the due royalties will be paid,most likely, in the fourth quarter 2025 payout, occurring in late February/early March.
  

  A statement showing the 2012 and 2017 royalties can be found on the authors author center. Royalty statements prior to the acquisition was not provided to us so we cannot provide it to the author.
  

  Sincerely,
  ****** *******
  Global Director Author Solutions

  Customer Answer

  Date: 11/01/2025

  
  Subject: Rebuttal to Author Solutions Response Unresolved Deposit and Royalties
  Dear BBB,
  Thank you for forwarding Author Solutions response. I appreciate your assistance in this matter.
  However, the reply from Author Solutions fails to address the essential points of my complaint:
  The $600 Deposit:
  Author Solutions claims they did not purchase ********* liabilities. Yet they continue to trade under the Trafford name, use its author records, and benefit from its past reputation and catalog. By continuing operations under that brand, they have also accepted a moral and commercial responsibility to the authors whose funds and contracts were part of that acquisition.
  If they truly have no record, this indicates a failure of proper due diligence during acquisition  not a justification for denying authors their funds. The deposit was acknowledged in writing by Trafford staff and was never refunded. I have repeatedly requested that this be properly investigated, not dismissed.
  ******************:
  The company confirms they have no records before 2011, yet my publishing contract began in 2006. This means they are withholding at least five years of financial history that affects my rightful royalties. Saying we did not receive those records is not an adequate excuse after 15 years of management.
  Payment Excuses:
  They have admitted that royalties for 2017 remain unpaid and will be delayed until 2025. This is unreasonable and unjust. A payment of under $20 does not justify postponement for nearly a decade. I am now 83 years old and live with serious health conditions. The companys reliance on technical thresholds and quarterly schedules to withhold small sums from an elderly author is deeply unfair.
  Statute of Limitations:
  They repeatedly refer to a six-year statute of limitations, but they are still using and profiting from the ******** imprint and its catalogue. I have been in continuous correspondence with Trafford and Author Solutions since 2011. Therefore, this matter has remained active and cannot simply be dismissed by invoking a limitation period.
  In summary, I respectfully ask that the BBB encourage Author Solutions to:
  Conduct a complete and transparent review of my file, including records from the original Trafford system.
  Refund the $600 deposit or provide clear documentary evidence showing how and why it cannot be traced.
  Pay all outstanding royalties promptly, without further delay or procedural excuses.
  I have been patient for nearly two decades. I ask only for the fairness and accountability that any author deserves.
  Thank you for your attention and for continuing to help me seek resolution in this matter.
  Respectfully,
  Mashallah **********

  Customer Answer

  Date: 11/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Subject: Rebuttal to Author Solutions Response Unresolved Deposit and Royalties
  Dear BBB,
  Thank you for forwarding Author Solutions response. I appreciate your assistance in this matter.
  However, the reply from Author Solutions fails to address the essential points of my complaint:
  The $600 Deposit:
  Author Solutions claims they did not purchase ********* liabilities. Yet they continue to trade under the Trafford name, use its author records, and benefit from its past reputation and catalog. By continuing operations under that brand, they have also accepted a moral and commercial responsibility to the authors whose funds and contracts were part of that acquisition.
  If they truly have no record, this indicates a failure of proper due diligence during acquisition  not a justification for denying authors their funds. The deposit was acknowledged in writing by Trafford staff and was never refunded. I have repeatedly requested that this be properly investigated, not dismissed.
  Royalty Statements:
  The company confirms they have no records before 2011, yet my publishing contract began in 2006. This means they are withholding at least five years of financial history that affects my rightful royalties. Saying we did not receive those records is not an adequate excuse after 15 years of management.
  Payment Excuses:
  They have admitted that royalties for 2017 remain unpaid and will be delayed until 2025. This is unreasonable and unjust. A payment of under $20 does not justify postponement for nearly a decade. I am now 83 years old and live with serious health conditions. The companys reliance on technical thresholds and quarterly schedules to withhold small sums from an elderly author is deeply unfair.
  Statute of Limitations:
  They repeatedly refer to a six-year statute of limitations, but they are still using and profiting from the ******** imprint and its catalogue. I have been in continuous correspondence with Trafford and Author Solutions since 2011. Therefore, this matter has remained active and cannot simply be dismissed by invoking a limitation period.
  In summary, I respectfully ask that the BBB encourage Author Solutions to:
  Conduct a complete and transparent review of my file, including records from the original Trafford system.
  Refund the $600 deposit or provide clear documentary evidence showing how and why it cannot be traced.
  Pay all outstanding royalties promptly, without further delay or procedural excuses.
  I have been patient for nearly two decades. I ask only for the fairness and accountability that any author deserves.
  Thank you for your attention and for continuing to help me seek resolution in this matter.
  Respectfully,
  Mashallah ******************************************

  Customer Answer

  Date: 11/04/2025

  Dear BBB and Author Solutions,
  I appreciate your formal reply.
  However, I respectfully dispute Author Solutions claim that no responsibility exists for Traffords previous authors.
  When Author Solutions acquired ********, it continued using the same name, branding, and author database without notifying me that prior contracts or payments were voided.
  My $600 deposit and royalties were verified by ******** staff before acquisition. I continued to communicate with Trafford and Author Solutions staff regarding the same account.
  I have now provided a valid non-sanctioned address, and the company has no legal or policy barrier to pay my rightful royalties.
  I respectfully request a final managerial review to:
  Re-examine my confirmed $600 deposit (Transaction reference: ******* ***********, 2006).
  Issue my due royalty balance ($4.70 + withheld tax) via permitted payment methods (bank wire, ******* or to an alternate address).
  Thank you for ensuring fairness and transparency in this matter.
  Mashallah ************* *****start="3378" *****end="3381"> Author of Seven Articles on the Qiblah
  *************************************
  
  This will become part of the public BBB record and often triggers a manager-level review or legal compliance check inside Author Solutions.
  
  Option 2 File a follow-up with the Indiana Attorney General
  Author Solutions is headquartered in ***********, ********
  You can submit your claim online at:
  ?? ***********************************************************************************
  Attach:
  The BBB reply from ****** *******.
  The 2006 payment confirmation from ******* ***********.
  Your previous correspondence with ******* ********* and ****.
  The Attorney General can compel a written explanation under oath.
  
  Option 3 Small-claims or media notice
  If you ever wish to apply public pressure (for example, via Authors Alliance, Writer Beware, or literary blogs), I can help you draft a short Open Letter to Trafford Authors to attract attention from similar claimants.
  
  ? 3. What You Should Do Right Now
  Post the BBB follow-up reply (as above).
  Save all correspondence and file attachments (Moniques email, royalty report, etc.) in one folder named Trafford Case 20062025.
  Wait for BBBs closing summary it will either confirm a business final response or re-open the case.
  
  If youd like, I can prepare a refined and elegant BBB reply letter for direct submission (so you just copy and paste).
  Would you like me to format that reply for you now, dear Mashallah?
  
  You said:
  From:BBB of *************** ********************************* message from your BBB This message originally read on 11/4/2025 Mashallah ****ahyaie Block 29 Fl 2 Tehran ***** **** (*******************) Dear Mashallah ****ahyaie,This message is regarding Complaint ID # ********- ********************** Thank you for following up with BBB regarding your position in the above-mentioned dispute. We understand you are NOT satisfied with the businesss response, and have noted your dissatisfaction in our files. While we regret we were unable to reach your desired resolution, the business has provided BBB with its position. This matter is now closed in BBB files, and will appear in the companys BBB Business Profile as: Answered - the business addressed the issues within the complaint, but the consumer did not accept the response. Please note, the text of your response may be publicly posted on BBBs website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.If you would like to pursue this matter further you can contact the ********************************* at ************ or www.indianaconsumer.com.We appreciate the opportunity to be of service, and sincerely hope you will contact us for assistance in the future. If you received this communication via email we would love to hear your feedback by taking our customer satisfaction survey. Sincerely,******* ***** Accredited Business Dispute Resolution Specialist ******************************************* Phone: ************
  
  ChatGPT said:
  Dear Mashallah,
  Youve now reached a very important milestone in this long process and youve handled it with remarkable patience and dignity. The Better Business Bureau (BBB) has formally closed the case, marking it as Answered consumer not satisfied.
  Thats actually a valuable outcome: it means
  1?? your complaint and all supporting documents are now publicly visible in Author Solutions BBB profile,
  2?? the companys official written position is on record, and
  3?? you now have a foundation for the next escalation step which is the *********************************
  
  ?? Your Next Step (Final Escalation)
  The BBB itself cannot force payment or restitution but the Indiana Attorney General (**) can.
  The **s **************************** has authority to investigate, subpoena, and compel refunds or account explanations from Indiana-registered businesses including Author Solutions.
  ?? Heres exactly what to do:
  Go to the official ** complaint page:
  ?? ***********************************************************************************
  Fill out the online complaint form.
  Business name: Author Solutions, LLC (Trafford Publishing imprint)
  Address: ****************************************************
  Phone: **************
  Attach these files (or copy the text into the form):
  The BBB closure notice (from ******* *****).
  The Author Solutions BBB reply (****** ******* letter).
  Your proof of payment/deposit from ******* *********** (2006).
  Your email chain with Author Solutions (******* ********* etc.).
  A short summary (I can draft this for you).
  
  ?? Sample Complaint Summary for the ** Form
  You can copy this directly into the Describe your complaint box:
  I am an author of the book Seven Articles on the Qiblah originally published by Trafford Publishing (********, ******) in 2006.
  In 2009, Author Solutions, LLC acquired ******** after bankruptcy. I paid a $600 deposit to ******** in 2006 and am owed royalties on book sales. Since the acquisition, Author Solutions has repeatedly denied responsibility for the deposit and earlier royalties, though they continue to trade and operate under the same ******** brand.
  I have contacted their Author ******************** many times and filed a BBB complaint (#********). Author Solutions acknowledged a due royalty balance but refuses to pay, citing sanctions and corporate liability limitations. However, I have provided a valid non-sanctioned address for payment.
  I respectfully request that the ************************* Office review this matter, confirm Author Solutions continuing obligations to pre-acquisition authors, and compel payment of the deposit and earned royalties.
  Mashallah ************* *****start="2979" *****end="2982"> ******, ****
  Email: *************************************
  
  
  

• Initial Complaint

  Date:10/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website has constantly malfunctioned. They changed to a new system, which was supposed to solve the problem, but now I'm getting complaints that people are paying for the book, but not receiving it. I reached out to my contact at Archway, but have gotten no response. I have no idea how to proceed.

  

  Business Response

  Date: 10/21/2025

  Dear BBB,
  

  Thank you for the opportunity to explain the book ordering process.
  

  Ms. ***** does not say in her filing where the customers are ordering the books. However, based on the other text in the filing, we will assume that customers are ordering the book through her author website. If that is the case, then the customer is taken to the ********************** online bookstore to purchase the book.
  

  If the customer is able to click on the Order A Copybutton and purchase it, then the author website is working the way it is supposed to. The order page is a separate page from the author website itself.
  

  The typical turnaround time for orders placed through author websites is 8-12 business days. If Ms. ***** has customers that have paid for the book and have not received it, they can reach out to customer support with their order number to determine the cause of the delay. Customer support can be reached via email at ****************************************** or via phone at ************.
  

  In closing, if a customer is able to get to the ********************** online bookstore from the author website,then the author website is working the way it was intended. If the customer has not received the copy of the book that they ordered, they can contact customer support via email or phone to inquire about the status of the order.
  
  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 10/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Yes, the customer ordered through the website, that has previously not functioned properly. The reason why this is not a sufficient response from Archway is because the representative simply states that the website works and that if I hear about people not getting their purchase, I can advice them to call customer service. The response offers no concern about what might have gone wrong and the fact that the only way to get a response from Archway is to go through the Better Business Bureau is ridiculous. The people who work at the company are clearly not interested in follow through, so why would telling purchasers to call customer service give me any confidence.
  
  Regards,
  
  **** *****
  

  

  Business Response

  Date: 10/21/2025

  Dear BBB,
  

  Thank you for the opportunity to explain the book order process.
  

  After her last filing, Ms. ****** website was checked and no issues could be found. We were able to click the Order A Copy button that took us to the Archway website. We were able to input all necessary information.
  

  There have been no other authors reach out that customers are not receiving books ordered through author websites, nor have we heard from customers that they have not received books ordered through author websites. We see no website orders for Ms. ****** book in the last few months, all of which lead us to believe that the issue is on the user end and not ours. This is also why the customer needs to contact us so that we have an order date and order number. To troubleshoot an issue with no specifics is difficult.
  

  Ms. ***** writes that the only way to get a response from Archway is to go through the Better Business Bureau However, we can find no calls or emails to customer support regarding this issue prior to her filing.
  

  In closing, there are no apparent issues with Ms. ****** website. We have not received any other complaints or issues with customers not receiving books ordered through author websites. As stated in our previous response, the customer will need to contact customer support with their order number so that we can research the issue further.
  

  Sincerely, 

  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 10/23/2025

  Better Business Bureau:
  
  I absolutely reached out to Archway via email. I have seen the email confirmation from the purchaser. Since I have been trying to resolve this issue, I have simple directed people to ****** & ***** to purchase the book rather than risk more dismissive responses from Archway regarding the website. I have asked that the domain name be transferred to me, but have not received a response.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:10/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  This is regarding the ************************* Stand-alone (30 days) service for my book Plant in a Tiny Space (PID #******). **On Dec 11, 2024, I received the Book Video Questionnaire. ** On Feb 5, 2025, I submitted the completed questionnaire via email to **** *****. **On Feb 6, I received confirmation it was received and forwarded to ****** ***. **On Apr 5, 2025, I made my final payment of $1,054.60, totaling $3,163.80 for the service. **On Sep 30, 2025, after no updates, I emailed ****** asking for a timeline. **On Oct 3, 2025, ****** forwarded my request to **************. That same day, **** said they were still waiting for the book video questionnaire. This was very disappointing, as I had already submitted it 8 months earlier and received confirmation. I replied asking how to proceed with a refund. Ive attached my proof emails. The video questionnare form states that once signed and submitted, the service is non-refundable. I am concerned that the company is acting as if they never received it. And if that is so, I feel this is not fair or professional, especially since I upheld all requirements and made full payment months ago. *** had very few updates since making my final payment. At the beginning of my journey with Westbow Press, everything felt professional and encouraging, which is why this experience has been so disheartening. I dont like to complain, but it has been almost a year since this process began and I have no clear answers. At this point, I kindly ask for the following: 1. full refund for the service 2. to understand my truthful rights to a refund based on this situation. 3. And if for some reason refund is not option, then immediate steps towards completing the service within reasonable timeframe Thank you. I appreciate your time and hope this can be resolved soon and with understanding, thank you.

  

  Business Response

  Date: 10/07/2025

  Dear BBB,
  

  Thank you for the opportunity to explain the marketing services fulfillment for Ms. ******** project.
  

  Ms. ******* purchased the ***************************************************** There are two components within that service: the Bookblast video marketing (30 days) and the ******* 30 & 60 second Book Video without voiceover. More about the service can be found on the Westbow Press website at **********************************************************************************************************************************************************************************;
  

  The questionnaire that Ms. ******* returned and we confirmed receipt of was for the ************************* (30 days). She has yet to return the questionnaire for the ******* video, which is why Mr. ***** requested it.
  

  Ms. ******* is not due a refund. As stated in her signed Services and Distribution Agreement, attached, Section 4. Termination &Refunds:
  

  If You terminate the Agreement, or if We terminate the Agreement either for Cause (as defined below)at any time, or without Cause after fulfillment of the Service(s), Refunds will be issued as follows:
  More than 90 days after purchase: No **************************** was purchased on November 5, 2024, which is well outside the 90 day timeline for a refund.
  

  If Ms. ******* will fill out and return the requested questionnaire, we can fulfill the service. She can return the questionnaire to Mr. *****.
  

  In closing, the marketing service the Ms. ******* purchased has two components, each with their own questionnaire. She has returned the questionnaire for the ***************** but not the ******* service. The If she will return the needed questionnaire, we can fulfill the service. Questionnaire attached for her reference if needed.  Ms. ******* is not due a refund because her signed agreement states that no refund will be granted 90 days after the purchase.
  

  Sincerely,
  
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 10/08/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 809867065422D

  I appreciate the clarification provided by the company. I was previously unaware that the questionnaire had two parts. But now that I have clarification that there is a second questionnaire, I am actively working on completing it and will submit it shortly. Im grateful for the helpful communication and supportive responses. 

  Warm regards,

  Melanie 
  
  
  

  Regards,

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

• Initial Complaint

  Date:09/12/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The issue has been ongoing for two years. I signed with ******* because they offered to publish two books for the price of one, so I republished an old book with a different look. I was told the marketing department would help me with social media and was talked into purchasing a package for $3,500 for my old book thinking I could then also promote my new book on social media, and that was worth it to me. (She was persuasive). After being disillusioned, I asked her to cancel any more marketing on the old book and apply the remainder to my new book. **** Cambridge agreed and stopped the marketing but never did anything for the new book. That was October 2023. I think she left the company and I've been trying to get satisfaction from other people assigned to me, with no success. I've been asking for a refund of $1,500 of unused services. I was told Awards Finder and BlueInk Review was $2,000. I have repeatedly emailed and talked to people requesting this with no response. I recently again emailed ********************************* ***** *** *******************) was supposed to market my new book "World Peace through Inner Happiness". ****** ***** deals with refunds *******************). (The downloads might be irrelevant. I downloaded the letter by mistake. I received that letter after I signed with *******.) I'm sorry I couldn't upload the emails but I sent copies to ************** @************************** ****************** and *********************************

  

  Business Response

  Date: 09/17/2025

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to reply to Ms. ********* complaint.
  

  Ms. ******** purchased two publishing packages as a bundle offered in March of 2023, which was two for the price of one.   She also purchased some add-on marketing services along with the publishing packages.
  

  We have attached the list of publishing packages and marketing services to this email along with the status of each service order.
  

  The first two entries are the publishing packages rated at half off each package. These are both live and considered fulfilled. Both of these services are paid in full.  
  

  The third entry, SO-********,consists of The Literary Gateway Bundle and ************ Advertising.  The Literary Gateway Bundle includes six months access to Awards Finder, the Blue Ink Review, and eligibility for a feature on BookMad. The first two services are fulfilled.  We are currently waiting for the approval form for the BookMad review from Ms. ***************
  

  The ************ Advertising consists of Xlibris creating an image, short video, and interactive mobile advertisement for a custom audience.  We also monitor the ad campaign. Our records show that we are waiting for the approval forms on all three ads.  Once we receive those, we can proceed with launching the service.
  

  The fourth entry on the attached spreadsheet, SO-********, was cancelled. A refund for $1,500 was processed on 7/13/2023.  This amount was the initial payment less the $75 payment plan fee.
  

  The fifth and sixth sections are in regards to web design.  We are currently waiting on Ms. ********* instructions for corrections on the website. Once we receive that, we can move forward with the changes.
  

  Per the attached Services and Distribution Agreement Section 4. Termination and Refunds, Xlibris will not refund individual services a.) More than 90 calendar days after purchase or b.)After we begin fulfillment of the service. Fulfillment of service occurs either when we receive the questionnaire or when we begin work on the service, whichever comes first.
  

  Unfortunately, the marketing services are both more than 90 days after purchase and considered fulfilled as we have started work on them.
  

  In closing, there are no applicable refunds on Ms. ********* account. All services are older than 90 days and considered fulfilled at this time.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 09/23/2025

  I have received correspondence from the company admitting that there were unfulfilled segments.  I was told, originally, that they could transfer service from one book to another.  They advised me that they are looking into it and will contact me shortly.  Thank you for your help.

  Customer Answer

  Date: 10/03/2025

  I was out of town for a while and may have missed some correspondence.  I just connected with Xlibris yesterday to find that nothing has been done to answer my concern regarding fulfilling the contract which I had paid for.  I had wanted them to apply the service to my preferred book, but I last heard they were looking into it, but nothing has been done except to show me that I had signed permission to advertise my other book.  If they can't switch it, then they should advertise that other book, which I was talked into by saying they would help me with social media.  That never happened.

  Customer Answer

  Date: 10/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I was out of town for a while and may have missed some correspondence.  I just connected with Xlibris yesterday to find that nothing has been done to answer my concern regarding fulfilling the contract which I had paid for.  I had wanted them to apply the service to my preferred book, but I last heard they were looking into it, but nothing has been done except to show me that I had signed permission to advertise my other book.  If they can't switch it, then they should advertise that other book, which I was talked into by saying they would help me with social media.  That never happened.
  
  Regards,
  
  ***** ********

  
  

  

  Business Response

  Date: 10/13/2025

  Dear BBB,
  

  Thank you for again giving Xlibris the opportunity to reply to Ms. ********* complaint.
  

  We apologize for the delay on the questions concerning the transfer of services from one book to another.  After speaking to the marketing teams and their supervisors, it has been approved to move services to project ID ******.  Your consultant **** will be in contact with you soon in regards to how to move forward with that.
  

  In closing, **** will be in touch with you if he has not been already regarding the updated services. Again, we apologize for the delay.
  

  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction

  Customer Answer

  Date: 10/15/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote a childrens book and hired Balboa Press as a publisher. I hired my own private illustrator. My illustrator has been doing the work of the publishing company due to their work being subpar. I have paid Balboa Press in full, and they have sent me poor quality, unacceptable work. My illustrator converted files as they needed, and they are continuing to drag this project out. I cannot keep paying my illustrator to do their job and correct their work. They are not responsive, and we are approaching the 2 year **** since they have been paid. I either want my book completed as agreed, or I want a full refund and released from this arrangement

  

  Business Response

  Date: 09/10/2025

  Dear BBB,
  
  Thank you for giving Balboa Press the opportunity to reply to Ms. ******* complaint.
  

  Ms ****** purchased the Seeker Color book package and Small Book Review with *************** on January 29, 2024.
  

  This color package does not include custom illustrations.  Ms. ****** chose to hire an outside illustrator, which is always welcomed. We can use submitted files as long as they meet design and printer requirements. This is covered more below.
  

  Initial designs for the interior and cover were sent to ********* on January 29, 2025.  These designs were produced based on designer expertise and author instructions.  Ms. ****** had noted on the submitted forms that it was the designers choice on layout/fonts/etc.  After a follow up, it was mentioned that ********* had some concerns with the layout choices/preferences of the designer.  Her main concern was that there was text on the images. This is often seen in color books so that the images can be as large as possible while not covering important parts of the image.  At that time, the designers made the requested corrections to the files at no cost to Ms. *******
  

  Upon review of the second interior proof, Ms. ****** submitted a few more changes and we completed those at no charge.  This round of corrections included removing a bottom border and removing a background along with replacement of images.
  

  By glancing through the account, it appears that the main issue at this point is the image manipulation for our printers restrictions. There are requirements for Balboa Press to use images within the book and on the cover.  Images must 300 DPI (dots per inch) at the size requested. Our printer uses CMYK vs RGB color mode. While most computer monitors use RGB color mode, high-quality printed materials require CMYK. Since the colors of CMYK are not primary colors, images that have vibrant reds, greens, or blues will be slightly muted in the finished book.  In addition, there is a maximum ink saturation of 239%.  We are able to alter the latter two on our end.  However, this change could be noticeable from the originally submitted images.
  

  On August 5, 2025 the operations supervisor spoke to ********* and her illustrator on the phone. This discussion included our parameters on ink saturation and CMYK vs RGB.  There was also a follow up email with an image submission guide that explained these requirements.  We emailed this guide to both Ms. ****** and her illustrator.
  

  We apologize if there has been a delay in response from the assigned representative.  ********, a manager on the production team, has reached out with her contact information.  Ms. ****** can correspond with her directly at this time.
  

  In closing, Balboa Press has to ensure that the images meet our printer requirements. This sometimes consists of lowering ink saturation levels and always updating the files from RGB to CMYK. The production supervisor has agreed to complete one more round of changes for Ms. ****** at no charge.  Those can be submitted directly to *********
  

  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:08/31/2025

  Type:Order 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.

  We entered a contract with Archway publishing (Author Solutions), a division of **************************, over 2 years ago to publish a graphic novel. They did not meet agreed-upon dates for review or publication, resulting in a measurable loss of funds. In addition, they shared high-quality prints with us for review, which we signed off on. Then when they printed the book for sale, they used low-quality material. They have admitted to all of this in email exchanges with us, apologizing profusely and agreeing none of this should have occurred, but offering us no recoupment on our losses.

  

  Business Response

  Date: 09/05/2025

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with the Thompsons project.
  

  Ms. ******** writes They did not meet agreed-upon dates for review or publication The Thompsons sent an 8x10 print ready PDF for an 8.5x11 book which significantly impacted production timelines. The ********* requested that their book be available for pre-order. This is not something that we typically do. We were able to do this on retail sites and the book was released on July 26, 2025.However, the title did not show as available on the Archway website initially.A helpdesk ticket was submitted to IT and the issue was resolved after four days.
  

  We made many exceptions for this project. In addition to the out of the norm pre-order setup, the Thompsons received $1525 in free corrections fees during production and they received a free Press Release valued at $499. The Thompsons were also sent review copies of the book prior to it being available for purchase, which is outside the normal process. They have received 22 copies of their book, totaling $637.78,at no cost to them.
  

  She also writes they shared high-quality prints with us for review, which we signed off on. Then when they printed the book for sale, they used low-quality material.This has been explained to the Thompsons previously. First, Archway is a print on demand publisher. This means that books are only printed when an order is placed. This makes it impossible to guarantee the exact same print quality since the books are not printed in bulk at one time. Second, Archway has multiple printing partners and the quality varies depending on where the order is printed. The printed author copies received by the ********* was sent to one printer; the copies ordered from online retailers can be sent to a variety of printers so print quality will vary.
  

  On August 20, 2025, the Thompsons were sent two options to remedy the print variance-upgrade to premium printing or purchase offset copies. The Thompsons chose the latter. However, they requested that Archway cover the cost of the offset copies, to refund the publishing package in full, and a free high quality copy sent to everyone who received a low quality book. This proposition was brought to my attention and I denied the request for the refund and the cost of the offset printing because the possible loss of sales on the Archway website was not equal to a refund of a $2800 publishing package and thousands of dollars in offset printing. Also,there is no guarantee that orders on the Archway website would have gone to the same printer used to print the author copies. We also have no way of knowing the people that purchased copies from online retailers to be able to replace them directly. Retailers and printers do not send us that information; we simply receive the quantity ordered during a particular month. We did request from the Thompsons an estimated number of copies that they believed to require replacement. We have not received a response. Also, they were offered a free marketing service-the ************ Advertising Basic. No response has been received regarding this either.
  

  The desired resolution is a ********* previously stated, we deny the request for a refund. As stated in the attached signed Services and Distribution Agreement in Section 4. Termination and Refunds,
  For Publishing Packages:
  o After You have given final approval of the Work:
  No Refund
  
  The project received final approval and was made available for purchase on July 26, 2025. Even as a goodwill gesture, the Thompsons have received quite a good amount of compensation already. As stated previously, the Thompsons were given $1525 in free production corrections and a free Press Release worth $499. They were sent 22 copies of their books worth $637.78 at no cost. We have also offered a free ************ Advertising and an estimated number of copies that need replacing, with no response.
  

  In closing, the print file sent by the Thompsons created significant delays in production as the file was not sent at the correct trim size. The book was available on retail sites when agreed upon. There was a four day delay for the Archway website. Archway is a print on demand publisher so there is no guarantee that each book printed will look the same. We also use several print partners so printing will vary between printers.
  

  Their request for a refund of the publishing package has been denied. The package was fulfilled when the book was made available for purchase. We have also denied their request to cover the cost of the offset copies. The potential loss of sales on the Archway website would not be greater than the cost $2800 publishing package and thousands of dollars for offset copies. We cannot directly replace books to customers as we are not provided names of customers from other sites. We have requested a number from the Thompsons with no response.
  

  The Thompsons have been compensated generously throughout the process with free corrections, free marketing service, and free books.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a publishing package with Archway Publishing because of its partnership with ************************. Regrettably, I was dissatisfied with Archway's services and refusal to work on my manuscript. Absolutely no work was performed. The publications consultant assigned to the book project made it clear she was too busy to attend to my manuscript, and that nothing would be done until a finished product was ready for review. This meant that I, the author, was also responsible for handling graphics and page layout. I requested a full refund but was given $1,494.74. Archway retained 10 percent of the package purchase price of $1657.18. I believe the remaining refund of $162.44 is justifiable, since no production or editorial work was performed and the manuscript was never reviewed.

  

  Business Response

  Date: 08/01/2025

  Dear BBB,
  
  Thank you for giving Archway Publishing the opportunity to reply to Ms. ******** complaint.
  

  Ms. ******* purchased the Color Pathfinder publishing package along with extra image insertions on a four-term payment plan. The purchase date was November 22, 2024.
  

  Because the designer does not read the manuscript, they are unable to make a decision on image placement. In order to layout the book properly, we request that the author use placeholders where the images belong. The image insertions need to be labeled as the image file name and any captions should be included in the manuscript. The representative provided examples of what these would look like via email to Ms. ************** neither the designer nor representative are able to add these for an author.
  

  Because Ms. ******* had not submitted any of her materials,Archway Publishing refunded the purchase price less $150 or 10% of the purchase price of the publishing package, whichever was greater. In this case, 10% was greater ($162.44). The attached Services and Distribution Agreement outlines this in Section 4. Termination & Refunds.
  

  In closing, Ms. ******* was refunded the proper amount based on the services and distribution agreement.  We apologize for any confusion on the image placement requirements.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 08/04/2025

  Please see attachments, which provide more information about the publishing package, sales person, publications coordinator, and related documents.

  

  Business Response

  Date: 08/04/2025

  Dear BBB,
  
  Thank you for giving Archway Publishing the opportunity to reply to Ms. ******** complaint.
  
  Ms. ******* had not submitted any of her materials, Archway Publishing refunded the purchase price less $150 or 10% of the purchase price of the publishing package, whichever was greater. In this case, 10% was greater ($162.44). The attached Services and Distribution Agreement outlines this in Section 4. Termination & Refunds.
  
  In closing, Ms. ******* was refunded the proper amount based on the services and distribution agreement.  
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 08/04/2025

  Please refer to the enclosed attachment about my conversation with sales representative ****** **********, followed by information from ******* ****, founder of Authors Publish, regarding Archway Publishing's business practices. 

  
  Below is Ms. **** description of past complaints made against Archway Publishing. This company has a tightly closed legal strategy to ensure it profits from its publishing agreements, regardless of whether or not it has fulfilled its proposed services.   

  
  *****,

  
  I wish I had some great advice or time honored trick to recommend in terms of Archway outside of legal action. They have been getting away with too much for far too long. I really hope you receive a refund.

  
  **************************** is well aware of what is going on (and that in fact is part of the issue), and past subscribers who have filed complaints with them have not made progress, but I still think it's very much worth doing. Maybe at some point it will hit a ******** ****.
  Writer's Weekly links to a lot more context about Archway, including attempted legal actions against them: ******************************************************************************************************************

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A little under a year ago I was told by this company to purchase stocked books. I asked them specifically to show me pictures of these books ,like where they're located, they never gave me none of that. People buy my books, I never get any royalty checks. My people are trying to purchase my book and it says out of stock everywhere. They have mentally disturbed my heart. All of my proceeds was going to those who needed help. They have thieved my business, My ability to push on has become weak. I never see anyt royalties . My royalties were going to go to charity, they stole charity as well as my mind to produce work.I see here clearly many people have filed action .I tried getting a lawyer The lawyer will not take the case cuz it's ***** money under $*****. I even tried to reverse the charge on the credit card they know tactics how to win with credit cards they sent the box a box of something because of that box of something they could not charge back the card for fraud. That box they sent was not what I ordered I ordered ***** books To be stored in a warehouse and distributed when needed.When you look up my book it has another cover on it ,It's very sloppy. I don't know who they are but they're not with Hay House. I called *********, they're very fortunate company they're stealing people's names.$***** is a lot when you have a little girl that needs to go to school and you're trying to bless the world with more. I'm tired,they broke me mentally. I want this place shut down I keep hearing other people trying to perform with them and all they're going to do is get hurt.I need help and you're the only place that I can go to. I will be calling the police department in *********** ******* as well I'm devastated my business is broken because of folly Enterprise.

  

  Business Response

  Date: 07/25/2025

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with *** ***** project. Below is a point by point answer to make the response clear.
  

  A little under a year ago I was told by this company to purchase stocked books.
  First, we want to clarify that ******** was not told to purchase the offset program (stocked books). It was offered to her as a solution to a problem she was having. *** ***** wanted to get her book onto shelves of bookstores, a service not provided by *********************** published, the book will show as print on demand (Balboa Press is a print on demand publisher). This designation can deter retailers from ordering the book to place on shelves. However, the offset designation will change the book from print on demand to in stock which increases the appeal to retailers. Therefore,on August 14, 2024, *** ***** decided to purchase the offset program.
  

  I asked them specifically to show me pictures of these books ,like where they're located, they never gave me none of that.
  We do not provide photos of books in a warehouse to authors.
  

  People buy my books, I never get any royalty checks. I never see anyt royalties.
  *** ***** has been paid several times. Below is her payment history:
  Ck#******* 3/1/19  $45.89 ($17.85 tax withholding)cleared 7/26/19
  Ck#******* 2/28/20  $15.58 ($6.05 tax withholding) outstanding
  Ck#******* 3/1/21  $6.22 ($2.42 tax withholding) cleared 4/12/21
  Ck#******* 3/1/22  $5.89 ($1.87 tax withholding) cleared 3/14/22
  
  Three of the four checks issued have cleared our bank, meaning that *** ***** cashed/deposited them. We will request that the outstanding check from 2020 be reissued.
  *** ***** has not been paid since this time because Balboa Press switched from mailed checks to direct deposit and she does not have bank information on file. She can provide bank information by filling out and returning the attached form, along with a voided check or bank authorization letter. Or if she prefers, she can provide bank information via her author center on the Balboa Press website by logging in and clicking Account Information and then Update Electronic Payment Info.
  

  My people are trying to purchase my book and it says out of stock everywhere.
  *** ***** book is not showing out of stock everywhere. ****** is the only website that says out of stock. ***************************, Balboa Press, and Book A Million all show it available online.
  Balboa Press- **********************************************************************************************
  ****** and *****- ****************************************************************************************************
  Books A Million- *********************************************************
  Amazon is showing the book as out of stock because ******, the distributor, shows it as temporarily out of stock,despite there being plenty of copies in the warehouse. A ticket was put in at ****** on Monday July 21, 2025, and they are still working on resolving the issue.
  

  We would like to note that this issue was just brought to our attention on Monday. We immediately reached out to ****** and are waiting on a resolution.
  

  I even tried to reverse the charge on the credit card they know tactics how to win with credit cards they sent the box a box of something because of that box of something they could not charge back the card for fraud.That box they sent was not what I ordered I ordered ***** books To be stored in a warehouse and distributed when needed.
  *** ***** filed a chargeback on the offset program the same day that the books shipped both to her and the warehouse. This is the reason that her credit card company decided in our favor on the chargeback. It should be noted that the decision on who wins the chargeback is up to the credit card company, not us. We simply provide the information requested by the *******************.
  

  The books shipped to her were done so in error. The book consultant told the offset team to send 50 copies to ******** to have on hand to sell directly instead of sending all 1500 to the warehouse. She has already been made aware of that and the book consultant apologized to her for the error.
  *** ***** did not purchase 5000 books. She may be confusing the total paid and the quantity because she paid just under $5000 but that was for 1500 books, not 5000.
  

  When you look up my book it has another cover on it ,It's very sloppy.
  We can find no retailer with an incorrect cover. *** ***** did not provide which online retailer is showing an incorrect cover so we cannot research further.  
  

  I don't know who they are but they're not with Hay House. I called *********, they're very fortunate company they're stealing people's names.
  Balboa Press is a division of *********, as stated on the website. It is a partnership.  
  

  *** ***** desired resolution is:
  finish the job-we are not clear what job *** ***** wants us to finish. The book was published, the offset books were sent to the warehouse.
  refund-we respectfully decline ******** request for a refund on the offset program. The books have shipped to the warehouse.
  

  contact by the business-*** ***** will be alerted when the ****** issue is resolved.
  

  In closing, *** ***** chose to purchase the offset program to aid in her getting her book in brick and mortar stores.
  

  Three of the four checks sent to ******** have cleared our bank. The outstanding check will be requested for repayment. She will need to provide bank information in order to be paid this amount and the due balance.
  

  *** ***** book is showing as out of stock on ****** because it is showing as such with the distributor. A ticket has been placed with the distributor and is currently being worked on.
  

  *** ***** lost her chargeback because the books had shipped. The 50 copies sent to her were done so in error.
  

  We can find no online retailer with the incorrect cover and *** ***** provided no specifics.
  

  *** ***** will be contacted when the issue with ****** is resolved. We respectfully decline her request for a refund, as the service has been fulfilled.
  

  Sincerely,
  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 07/26/2025

  Thank you for taking your time and listening to this these people perform  with lies and push. 

   You wanted me to address some questions has this company addressed the matter?

  I've sent a lot of emails they do not return them .I've made phone calls and wanted pictures of these so-called stocked books they don't give them. I have reached out on .

  Let's be clear The reason why I purchased stocked books because it would stay stopped books that's what they told me it would say when I went to ***************************** and any bookstore it would say they're stopped and they would allow my book in their store when my manager called. My manager calls all over to ****** and ****** and all kinds of bookstores and they deny me and say there is no stock books.

  calls are made they don't answer my phone number . I had a manager call off a different number the answered Then found out it was ****** ***** they ignored that one too.

   

  I'm that they're giving me royalties I keep getting pictures of people who purchase the book. I ain't getting those royalties I know they're  bad business. 

  I sent an 2 attachment 

   "out of stock"

  And the second attachment is a screenshot of a book called "One in a million" but inside is my words from who's hungry reciprocity.l. 

  This company is on a government scam list. They have stolen other people's dreams and writings .The proof is in the pudding.This is bad business. 

  My Manager called again yesterday,  they continue to give a run around throw them from person to person who never answers the phones to resolve these issues . They're constantly showing bad business. By ignoring the matters. 

  They're also taking away mental strength and mental peace .That's not good work on earth at all. We're supposed to be one body making a good system and this is a broken system. Bad business here on earth .

  Then for me that the last purchase would need to be created so that I can go into stores bookstores. No bookstore receives me they only order it one at a time ,one book at a time.

  I'm tired of being ignored. I'm tired of being made of fool of. And I'm tired of proceeds of this book being washed away with their sloppy caretaking. 

  Many of the authors in there care are driven away from success of their writing as well.

  Reviews don't lie.

  Again reviews don't lie.

  ****** Marks **********

• Initial Complaint

  Date:07/17/2025

  Type:Delivery 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 a contract in place that I would receive royalties for my book. To date, I have not received anything.

  

  Business Response

  Date: 07/18/2025

  Dear BBB,
  

  Thank you for the opportunity to explain Ms. ******* royalties.
  

  Ms. ****** has been twice via mailed check. Below is her payment history:
  Ck#*******  2/28/20  $4.75 ($1.85 tax withholding) check cleared 3/3/20
  Ck#*******  3/1/21  $.70 ($.27 tax withholding) outstanding
  
  Attached is the cleared check from 2020. The 2021 check did not clear our bank. We will request that the outstanding check be repaid.
  

  In order to be paid the outstanding check and the due royalties for Q4 2024 ($1.26), Ms. ****** will need to fill out and return the attached direct deposit form, along with a voided check or bank authorization letter (if the account does not have checks).
  

  Ms. ****** writes that the disputed amount is $1500.However, we are unclear where that amount comes from. Her publishing package was $2999 and her royalties total $8.83.
  

  Ms. ******* desired resolution is a refund. We respectfully decline her request. The publishing package was fulfilled when the book was made available for purchase in 2019.
  

  In closing, ********* has been paid twice thus far. One check cleared the bank, the other did not. We will request that the outstanding check be reissued. She will need to fill out and return the attached direct deposit form to be paid the due royalties. We respectfully decline Ms. ******* request for a refund as her publishing package was fulfilled when her book was made available for purchase in 2019.
  

  Sincerely,
  
  ****** *******
  Global Director Author Satisfaction 

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 requested full administrative control and ownership transfer of the web domain registered and associated with my name and literary work, and a refund for the unused marketing services I paid for as a part of my agreement. I submitted a formal letter to their legal department and customer support without response. Their communication is subpar and I have yet to have access to the web address associated with my name and literary work. This is hindering me in my efforts to grow my company. I have made several request and am currently looking into other avenues for resolution of differences. Please advise

  

  Business Response

  Date: 07/14/2025

  Dear BBB,
  

  Thank you for the opportunity to explain ******************** services and website.
  

  I have requested full administrative control and ownership transfer of the web domain registered and associated with my name and literary work,
  

  We do not allow full administrative control of our websites to authors for security reasons. We can transfer the ownership of the domain name only. To do that, Ms. ******* will need to fill out and return the attached form and then create her own content and with a new host.  Also, we have copyright on the design, and the theme and templates are licensed, and non-transferrable.
  

  She should email the completed form to me at *************************************************************. 
  

  and a refund for the unused marketing services I paid for as a part of my agreement.
  The fulfillment of the ****************************************** began after the book was made available for purchase in March of this year. The ads were created and emailed to Ms. ******* on May 7, 2025. However,on May 15, 2025, she requested to hold the ads until changes could be made to the book.
  

  On May 27th, 2025, ********** emailed that she would like a refund for the unfulfilled marketing services. The next day, May 28th, her email was responded to stating that in accordance with her signed Services and Distribution Agreement,attached, the marketing service was ineligible for a refund. Below are the terms of the agreement:
  

  As per Section 4. TERMINATION & REFUNDS
  
  For individual Services (not included as part of a Publishing Package):
  o After We begin fulfillment of individual Service(s):
  No Refund
  
  o NOTE: Fulfillment of a Service occurs either when You return the author questionnaire, whether or not completed fully or correctly, or when We or a Contractor begin work on the Service, whichever occurs first.
  

  Ms. ******* responded the same day to place a hold on the marketing until further notice.
  

  That said, as a goodwill gesture,we will refund her unfulfilled ******************************************. The refund will be calculated as if the fulfillment had not begun. The agreement states:
  

  For individual Services (not included as part of a Publishing Package):
  o Prior the beginning of fulfillment of individual Service(s):
  0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10%of the purchase price, whichever is greater
  

  Ms. ******* purchased the ******************************** for $2199. Therefore, her refund will be $2199, less the 10% or $219.90, making the refund $1979.10. This amount will be refunded back to the credit card used to make the purchase. She should see the refund on her card within 7 business days.
  

  I submitted a formal letter to their legal department and customer support without response.
  

  Ms. ******* emailed the legal department and customer support on July 9th, 2025. Her email said Please respond in writing within 10 business days to confirm.  This would be July 23, 2025. The legal department was working on a response but she filed her BBB complaint prior to the 10 business day deadline. Customer support does not respond to any emails regarding legal requests, which is why they did not respond.
  

  I have yet to have access to the web address associated with my name and literary work.
  

  Ms. ******* was sent the web domain for her website on May 8, 2025. The domain is currently accessible.
  
  In closing, Ms. ******* cannot have full administrative control of her website, as we do not allow authors that control for security issues. We can transfer ownership of the domain to her once the attached form is filled out and returned to me.
  

  The agreement that she signed and returned is clear that no refund will be granted on marketing services that have begun fulfillment. However, as a goodwill gesture, we are refunding the ******************************** as if the fulfillment had not begun, which is the amount paid less 10%. That amount will reflect on her credit card within 7 business days.
  

  Ms. ******* did not receive a response to her email sent to the legal department because the timeline she stipulated in said email was not yet up. She filed her BBB complaint before the deadline. Customer support does not respond to emails with legal implications.
  

  Ms. ****** has been sent her domain name and it is currently accessible.
  

  Sincerely, 

  ****** *******
  Global Director Author Satisfaction 

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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