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:04/25/2024

  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've tried since Jan 12 to get refunds from Xlibris for some pre-paid programs to promote my books. There are 17 unfulfilled pre-paid programs totaling $38,804. I notified Xlibris that my health status made me unable to actively promote my books or travel and attached a list of my unfulfilled programs, which were verified by ********* Services. My request was sent to the Refunds Team. Later,*****************,from marketing,called to explain what would probably be refunded.It was a fraction of what I'd asked for. Apparently ***************** and his boss,Mr ******,were the Refunds Team.I heard nothing more for several days and after many unanswered phone calls and emails,I called Billing and Payments and was informed that 3 of 17 programs were approved totaling $6,697, the rest were denied,the major reason being,"It's too late to cancel,preparations had already been started".I asked to speak to someone about the denied services and waited on the phone for 45 MINUTES and no one was ever connected.I tried calling *****************,Mr ****** and Customer Support to get some answers,but no one would answer their phone and when I left messages,NO ONE WOULD CALL ME BACK! But $6,697 out of $38,804 for 3 of 17 services are $32,107 and 14 services short! I asked ********* Services, to provide me with lists of my programs that weren't started or completed.Their lists verify everything on my refund request. Management isn't responding to my messages,and it seems they're stalling,hoping I'll be satisfied with the refund they approved,but I have strong evidence to prove they owe me for them and even though they've stalled past the starting date of some,the evidence I have shows they had plenty of advance notice. On April 3 I received an email from Customer Support stating that the Refunds Team says that my request was denied,and it is past the deadline.Well, of course it is! The Refunds Team has been STALLING since I made my claim on Jan 12,so no wonder they can claim that it is past the deadline now!

  

  Business Response

  Date: 05/01/2024

  Dear BBB,
  

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

  We received ****************** refund request on January 12,2024.  Attached is one of ****************** signed Services and Distribution Agreements (all of them are the same so only one is attached). For add on services not included in the publishing package, as stated in Section 4. TERMINATION & REFUNDS:
  

  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
  More than 90 calendar days after the purchase: No Refund
  

  Ninety days prior to January 12, 2024 would be October 14,2023. Attached is a spreadsheet of services that **************** purchased after October 14, 2023. This spreadsheet contains the order number, the date purchased,the service purchased, the cost of the service, the services status, and the refund status.
  

  As evidenced on the spreadsheet, two of the refunds were denied because the services fulfillment had started when the refund request was received. Two of the services were not fulfilled and refunded already,which **************** confirmed. Three services were not fulfilled but were free so no refund can be provided. Also, **************** has cancelled her books with Xlibris so the fulfillment was cancelled.
  

  There are three services highlighted in yellow which were not fulfilled but not refunded. As a goodwill gesture, these services were refunded in full, instead of adhering to the holdback policy as outlined above.The refunds for these services have been paid and the funds will be returned to the credit card used to make the purchase. **************** should see the money back on the card within 3-5 business days.
  

  We apologize that ****************** refund request was not investigated more thoroughly to see what services qualified for refunds.
  

  The remaining unfulfilled marketing services will not be fulfilled because, as stated above, **************** has cancelled her books.
  

  In closing, as stipulated in ****************** signed Services and Distribution Agreement, add on services can be refunded up to 90 days after the purchase date. The spreadsheet attached shows those services purchased within that window.

  There were three services that qualified for refunds that were not done previously. Those three services have been refunded back to the credit card used to make the purchase.**************** should see that back on the card within 3-5 business days. The remaining unfulfilled marketing services will not be fulfilled as **************** has cancelled her books.
  

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

  Customer Answer

  Date: 05/05/2024

  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. 
  
  [First, I would like to thank ****************** for his response.  I appreciate that ****************** recognizes that my claim was not handled correctly from the beginning and a lot of time and frustration on my part trying to get some answers from ****************** could have been avoided had someone just talked to me personally instead of ignoring my phone calls and emails.  And, as ****************** states, the refund amounts for the three programs were credited back to my credit card, and I thank him for that.
  
  However, there are two things I would like to point out about my complaint that still dont make sense to me.  One of the claims was for two one-hour book signing events in ******, where I would be signing complementary copies of two of my books, and the reason that the refund was denied was because preparations were already in process for the event.  Since I would be making my own travel and hotel reservations for the event, they are referring to printing the copies of my books that I was to sign at each 1-hour event as the preparations in process.  So, if that is the case, I would like to have the 50 copies of each book that were printed for the event, since I wouldnt be there to sign them, and they are apparently just sitting around somewhere going to waste.
  
  The second item I do not agree with is the Video Book Talk session.  Even though the paperwork was processed and paid for way before the 90-day deadline, nothing could have been done on it because none of the preliminary questionnaires had been completed and returned to marketing in order to start the process.  So, I dont understand how preparations were on-going if there was nothing for them to prepare for.
  Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 05/10/2024

  Dear BBB,
  

  Thank you for the opportunity to again explain Ms. ******* services and refunds.
  

  1.Tucson Festival of Books
  The refund for this service was denied because it was originally determined that the books for the event had been ordered, which would nullify the refund. After further digging, it was found that the books had not been ordered because ****************** refund request at the same time that books were being ordered.
  The refund for this service has been paid and the funds will be returned to the credit card used to make the purchase within 3-5 business days.
  

  2. The Video Book Talk session
  This service was purchased on August 18, 2023. It was not discussed in our previous response because it is outside of the 90 day timeline for refunds, as explained in said response. We are not clear as to why *************** was told that the fulfillment was ongoing as no questionnaire was returned so no work had been done. The refund for this service cannot be processed because of the aforementioned 90 day timeline.
  

  One other service we want to address is the Book Exhibit ********************* that was included on the spreadsheet with the previous response. Because we have found issues previously, we followed up on the fulfillment status of this service. There are five portions of fulfillment to this service. Two of the five had been fulfilled (which would nullify the refund so this one was correct). The other three had not yet been fulfilled because **************** cancelled her projects. As a goodwill gesture, we will refund a portion of the funds for this service totaling $1125. This will also be returned to the credit card used to make the purchase within 3-5 business days.
  

  In closing, the Tucson Festival of Books will be refunded since the books had not yet been ordered for the event. The Video Book Talk session had not been fulfilled but is outside the 90 day timeline for refunds. We are refunding a portion of the Book Exhibit ********************* as a goodwill gesture.
  

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

  Customer Answer

  Date: 05/18/2024

  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. 
  
  Thank you for forwarding ****************** response to my claim.  And, I would like to thank ****************** for his time and efforts in researching my claim.  I appreciate that he was able to get me some of the money back for the three Book Exhibit Plus - National Programs and for what appears to be the printing charges for the books that were to be printed for my two book signings at the Tucson Book Fair.  However, the refund amount should be not only for the printing of the books, but for the two book signing events that I had paid for and also the two Literary Gateway Bundles for the two books that I was signing for this event.  I'm afraid that my previous response and request wasn't clear and Mr. ************* interpreted that my claim was only for the books (had they already been printed) and that was the reason my original claim for the Tucson Book Fair was denied.  But since they hadn't been printed there was no reason to not refund the entire amount I paid for the two book signings and the Literary Gateway Bundle for each one.

  Regards,

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

  
  

  
  

  

  Business Response

  Date: 05/22/2024

  Dear BBB,
  

  Thank you for the opportunity to again explain Ms. ******* refunds.
  

  The services to which she is referring-2 Tucson Festival of Books 2024 Book Signings and 2 Literary Gateway Bundle were purchased on September 20, September 21, and October 6, 2023, respectively. As written in our original response, the Services and Distribution Agreement states that refunds for add-on services not included in the publishing package can only be refunded if they are 0-90 days after the purchase date. As stated in our original response, **************** requested a refund on January 12, 2024 so 90 days prior would be October 14, 2023. The Tucson Festival of Books 2024 Book Signings could not be fulfilled because **************** cancelled her projects prior to the fulfillment of these services (the Festival of Books took place in March). Therefore, she is due no refund on those.
  

  As for the Literary Gateway Bundles, as a goodwill gesture and to put an end to this issue, we will refund those two services. The funds paid will be refunded back to the credit card used to make the payment. *************** should see these back on the card within 3-5 business days.
  

  These are the last services that we will refund. All of the services within the 0-90 day timeline were addressed in our previous responses.All other services are outside this timeline and will not be refunded.
  

  We would also like to clarify that **************** was refunded in full for the Tucson Festival of Books, not just printing charges for the books. **************** purchased this service for $799 and was refunded $799. It was not a partial refund.
  

  In closing, the services for which **************** is requesting a refund are outside the ******************************** the signed Services and Distribution Agreement. However,as a goodwill gesture, we are refunding the 2 Library Gateway Bundles. The monies will be returned to the credit card used to make the purchase within 3-5 business days. These are the last refunds will be doing, as all other services are outside the 90 day timeline.
  

  Sincerely,
  ***************************
  Global Director Author Satisfactions 

  Customer Answer

  Date: 05/29/2024

  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. 
  
  Once again, Id like to thank ****************** for the attention he has shown to my claim, and I appreciate the refunds he has been able to approve and obtain for me. 
  
  There is one thing, however, I need to point out to ****************** that is not true in his most recent statement to me.  That is, regarding the Tucson Festival of Books (we seem to keep returning to this subject). There were three separate items I paid for this particular venue.  One was the Tucson Festival of Books - Bookstore Gallery, for which I paid $799 and that was refunded, as ****************** states.  But there were two more events at the Tucson Festival of Books that I paid a total of $7,598 for and these were not refunded.  This was for my participation in two book signing events in the Author Solutions booth at the Tucson Festival of Books Book Signing event.   Since ****************** says that I received a full refund for the Tucson Festival of Books, and I did not, he must not be aware that I paid for the two book signing events. 
  
  As I mentioned before in my previous rebuttal, the reason given to me for not refunding my money for the Tucson Festival of Books Book Signing Events was because the books were already being printed for the event, which turned out to not be the case.  The $799 that was refunded was not for any of the books that were to be printed for the book signing, but was a refund for the Tucson Bookstore Gallery, a separate entity from the book signing events. 
  
  Now I realize and understand what ****************** has stated previously about the 90-day timeline and if that is the case, so be it, and I can accept that.   However, all I know is what I was told early on about the denial for the refunds for the Tucson book signings, and that was because the books were already being printed, (which turned out not to be true).  Therefore, according to what I was originally told, the funds I paid for the book signings should have been refunded because of the reason for denial given to me early on, even if the 90-day timeline was past.
  
  In closing, I want to thank ****************** for his time and the extensive research he has done relating to this complaint.  I truly appreciate all he has done for me.
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 06/03/2024

  Dear BBB,
  

  Thank you for the opportunity to again explain the services that **************** purchased.
  

  Our previous response included the Tucson Festival of Books was address in our previous response, in the first paragraph. It said:
  

  The services to which she is referring-2 Tucson Festival of Books 2024 Book SigningsThe Tucson Festival of Books 2024 Book Signings could not be fulfilled because **************** cancelled her projects prior to the fulfillment of these services (the Festival of Books took place in March).Therefore, she is due no refund on those.
  

  In closing, this was address in our previous response. *************** cancelled her projects prior to the fulfillment of this service so no refund is due on those two services.
  

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

• Initial Complaint

  Date:04/24/2024

  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.

  this business got me spending money and they didn't do a single thing

  

  Business Response

  Date: 05/02/2024

  Dear BBB,
  
  Thank you for giving Xlibris the opportunity to respond to *************** complaint.
  

  Purchases and refunds:
  The breakdown of services purchased is attached to this response.  As noted, charges are in black and payments are in red. The refundable amount of cancelled services to another order are highlighted by corresponding color. The two monetary refunds processed on May 1, 2024 are highlighted in dark orange.  The ending balance is zero as shown. Below is a better explanation of the services.
  

  ************* purchased the Classic Publishing Package along with a hardcover add-on on December 26, 2023. This was purchased on a three term payment plan that started the same day. This service order has been paid in full and was submitted to the printer.  It is considered fulfilled and non-refundable. The book is not available on retail sites per *************** request. The hardcover add-on was canceled and refunded per *************** request.The refundable amount ($249 and noted in blue) was applied towards the balance due on the second publishing package mentioned below. 
  

  ************* purchased the ************ Advertising (shown as light orange on attachment) and the Hollywood Ticket (shown as green on attachment) on two separate orders.  As shown, both of these services were cancelled per her request before they were paid in full. The amount paid was transferred to the service order in the same color. This was done because there was a balance due on the account.  We are not able to process a monetary refund when there is a balance due on another service.
  

  ************* also purchased an Editorial Assessment.  In checking the account, this service was not fulfilled before the books completion. We apologize for this oversight.  Because of this, a refund was processed. Because of two $30 decline fees on a different service order (SO-91029744), the refundable amount is $140. The refund was processed on May 1, ******************************* ************************ ********************************.   Please allow 7-10 business days for this refund to show on *************** credit card.
  

  A second publishing package was purchased in December of 2023.  An initial payment of $574.75 was made on this service. The second and third installment of the payment plan were declined.  In addition, there was a $200 chargeback won in *************** favor. 
  

  Xlibris understands that ************* would like to cancel the second publishing package and receive a refund. A refund in the amount of $1,023.75 has been noted on the account and includes the payment plan fee. 
  

  The refund was done in three separate transactions and are as follows:
  $574.75 to **** ending in ************************ ********************************
  $275 to **** ending in ************************ ********************************
  $174 to **** ending in ************************ ********************************
  Please allow 7-10 business days for this refund to show on *************** credit card.
  

  Physical book copies:
  The $250 book credit was processed on April 24, 2024.  These books are still at the printer and are expected to be shipped later this week or early next week.
  Multiple points of contact:
  

  Each step in the publishing process has a specialist for that area.  A publishing consultant explains package options and processes the purchase of packages.  After a package is purchased, the production team takes over.  There is a person that checks in materials and verifies everything is ready to move to the design process. The next person (Author Services Representative) is the liaison between the author and the design team. They ensure that the process runs smoothly in the back and forth of design requests. After the book is sent to the printer, there is a Book Consultant (where author copies are ordered) and a Marketing Consultant (if any further marketing services are requested). It should be noted that calls into customer service are answered by one of our several team members. All of which can easily direct calls to the appropriate person.
  

  In closing, because there was a balance due on another service order, a monetary refund was not granted at that time and applied to the open balance. Because ************* has opted to not publish her second project, a refund has been processed for payments made less the chargeback and decline fees. We feel as if the free book credit has been cleared up as the account shows that ************* was able to get in touch with her Book Consultant last week. We apologize for any confusion on the amount of contacts within Xlibris. Each person has a specialized field to better assist *************.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 05/02/2024

  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: 05/02/2024

  ******* has not fulfilled services that they promised, and their was poor communication involved. the head of the company kept pestering me for payment and convincing me to do this. I do see that they refunded me for the second package but I would like to see a refund for the first package as well. I did not purchase an Editorial assessment

  

  Business Response

  Date: 05/07/2024

  Dear BBB,
  
  Thank you for again giving Xlibris the opportunity to respond to *************** complaint.
  

  When a credit card is declined for a payment plan, a finance representative does reach out to attempt to collect the payment.  There were two installments that were declined and ******* attempted to collect on that debt.  We apologize if it felt like someone was pestering *************.
  

  Attached is a list of services along with their status.
  

  The following services are inclusions to the Classic package that have not been fulfilled:
  Author Website Set-Up
  Print ready bookmark design files
  $200 credit for marketing services
  

  The services were on hold due to the $200 chargeback mentioned in our previous response.  When the refund was processed and completed last week, the hold was removed. Late last week Xlibris received notice of seven new chargebacks ($1,163.75 total) filed by *************** credit card company. The chargebacks include all payments made by *************.  This automatically puts any open services on hold including the author website and creation of the bookmark design files. If/when the chargeback is ruled in the favor of *******, the hold will be removed and the services will be completed. If the chargeback is ruled in favor of *************, these services will not be fulfilled unless ************* returns the money.
  

  In closing, any service that was capable of being refunded has been.  All services that were paid in full were fulfilled. With the exception of the hardcover add-on, the initial publishing package is the only fulfilled service and cannot be refunded according to the attached agreement.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:04/16/2024

  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 authored a fiction novel. I filled out a survey online in hopes of finding a suitable publisher I was contacted by AuthorHouse. On 3/13/24 I spoke with *******************************. I told ************ was looking for the right publisher for the book. She offered a discount if I made a $400 deposit before March 17. The deposit was refundable except for $150 to vet the book. I had seven days to request a refund. I paid the deposit and agreed to review the contract and sent the book on 3/14. I reviewed the contract. Multiple attempts to reach ***** by phone and email re. questions were unsuccessful. When reached by phone, she did not have time to discuss the contract and would call back. ***** missed the scheduled call back. On 3/20, I sent an email to cancel due to the 7-day deadline to receive a refund. I had not signed the contract. After several emails, ***** responded, ignoring my cancellation requests, and sent a new contract on 3/21, which I did not sign. I also learned that ***** had not sent the book to be vetted but instead was reading the book herself as a courtesy. After several attempts by email to cancel and receive a full refund, ***** finally responded by forwarding our entire email correspondence, answering some of my questions, but still ignored my request for a refund. On 3/28, ***** told me that we were not a good fit and that she had not yet submitted my book for vetting as it could not be done without signing the agreement. I requested an explanation of the refund policy in writing but was denied. I emailed requesting a full refund of $400 since my book had not been vetted. On 4/1, ******************************* emailed and promised a refund in ***** business days but did not specify an amount. On 4/5 I received a partial refund of $325 instead of $400. After multiple attempts to contact ****** for an explanation and the remaining $75 were unsuccessful, I am filing a complaint with the Better Business Bureau on 4/16 due to the $75 owed me and their poor communication.

  

  Business Response

  Date: 04/18/2024

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with ************** refund.
  

  On March 13, 2024, ************** purchased the Elemental publishing package for the discounted price of $2799. She chose to pay for the package using a 5 installment payment plan, which added a $75 payment plan fee.She made the initial payment of $400 that same day. This payment included the payment plan fee.
  

  A quick, peripheral review of ************** account does lend credence to her claim that some of her correspondence went unanswered. We apologize that she did not receive timely responses.
  

  On March 28, 2024, ************** spoke with ******************************* and confirmed that she wanted a refund. On April 1, 2024, the refund request was entered into the system. The refund was approved for payment the next day and paid on April 4, 2024.
  

  The payment plan fee of $75 was withheld from the refund because most of our authors pay the initial installment via our payment central group.That group will tell the author that the payment plan fee is non-refundable, as outlined in the Installment Payment Plan Agreement. However, ************** did not make her initial payment through the payment central staff; ************************ took the initial payment. And because ************** did not sign and return the Installment Payment Plan Agreement, we will refund the $75 payment plan fee. This will be done via mailed check, as ************** attached correspondence says that her credit card used to make the payment is no longer valid. She should receive the check within the next 14 business days.
  

  In closing, we apologize that ************** correspondence was not responded to in a timely fashion. ************** did not receive the $75 payment plan fee back because it is typically non-refundable either because the author signs and returns the Installment Payment Plan Agreement and/or the author goes through our payment central department for payment. Neither of these applied to ************** account so the $75 has been refunded via mailed check. She should receive the check in 14 business days.
  

  Sincerely,
  

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

  Customer Answer

  Date: 05/03/2024

  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. 

  I want it to be clear: I did not purchase any publishing package on March 13th.
  
  I had an extensive conversation with ******************************* on March 13th. I told her I was finishing up my novel and would be sending it to her to look at. She stated that AuthorHouse was very interested. She talked about AuthorHouse's plans and that I could get a significant discount if I purchased a plan before St Patrick's **** I declined to buy a package. I told ************ was sending the book to other publishers to find the right one. She then told me that if I put money down, she could hold the discount on any plan I chose in the future. I made it clear that I would have to see the contract and get any questions answered about the contract before I committed to any plan. I asked about a refund of the down payment if I did not go with AuthorHouse as my publisher, and she said that $150 would be kept out of any down payment because it was the cost of vetting the book. She also reassured me that if I put money down, I could get a discount on any plan I chose. She assured me everything was moveable and that I would not be locked into a specific plan. She took my information over the phone, and I was charged $400 to hold the discount. ***** sent me a contract to review. I received two signature emails, one for the contract and another for a payment plan agreement. I did not sign either of these emails. I did not agree to AuthorHouse to be the publisher of my book.
  
  Over the course of my interactions with *****, I learned that she did not send the book in to get vetted, but AuthorHouse green-lighted it to be published. She told me she was reading the book herself as a courtesy and to help keep costs low. ***** became hard to get a hold of on the phone, so I turned to email to get answers to my questions. 
  
  I want to emphasize the frustration I experienced due to the lack of response from *******************************. Despite sending multiple emails regarding my cancellation, the first email to cancel and request a full refund was on 3/22/24. I was compelled to call into customer service on 3/28/24 to inquire about a refund because ***** did not acknowledge the numerous emails sent regarding cancellation. 
  
  At the end of our correspondence, over the phone on 3/28/24, ***** told me that the book would only be vetted once I signed the contract. This was a complete contradiction to everything I was told when I gave her $400. If I had been informed upfront that I had to sign a contract, I would not have given ***** any money. She was fully aware that I had just started talking to multiple publishers and was reviewing contracts to select the right one for my book. She also refused to provide me with anything in writing regarding my refund queries. 
  
  I want to express my deep disappointment in *********************************** unprofessional behavior. Not a single one of my phone calls was returned from ****** in the refund department and the two emails I received from her were not helpful. She also did not respond to any of my questions sent by email.
  
  I acknowledge receiving a check of $75, the remainder of my down payment, from AuthorHouse. It is unreasonable that I had to file a complaint with the BBB to receive the remainder of my money and an explanation as to why it was held in the first place.
  
  This whole experience was distasteful. I was lied to and blatantly ignored by multiple people/ departments. The only reason that I am satisfied with this claim is because I have received all of my money back.
  
  
  

  Regards,

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

• Initial Complaint

  Date:04/09/2024

  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 paid AuthorHouse $1,200.00 to publish my book 2 years ago. I was told by *** in publishing to make changes to the book a year ago and I did. Recently, in March 2024, ***************************, told me Authorhouse is not going to publish my book. Authorhouse had my money for 2 years and now they tell me they are not going to publish my book. I could have been with another company and could have had my book on the shelf and making money. I told *************************** this and I told him that I want a full refund of $1,200.00 because I gave them my money to publish my book. If they didnt want to publish my book, they should have told me at the beginning, 2 years ago and should not have taken my money. *************************** refused to give me my money. I want my money back immediately.

  

  Business Response

  Date: 04/10/2024

  Dear BBB,
  
  Thank you for giving AuthorHouse the opportunity to respond to ****************** complaint.
  

  **************** purchased the Discovery publishing package along with a hardcover add-on in September of 2022. She submitted her initial manuscript that same month.  The first step after receiving the manuscript is to perform a content evaluation.   This checks for copyright, rights of privacy, libel/defamation, etc.
  

  The manuscript was evaluated on September 29, 2022 and it was found to have copyrighted images and issues with libel/invasion of privacy.  AuthorHouse provided **************** with her options.
  She could hide her identity with the steps that were sent via email. 
  As an alternative, she could use her real name and delete all negative/offensive/derogatory statements from the manuscript and send it back in for review.
  

  The Check In Coordinator (***) received a response from *************** with a few changes listed in the body of the email.  The *** instructed **************** to make the changes within the manuscript that were referenced in the previous email.

  The examples of issues were again listed in the email with instructions on the options to move forward. 
  

  **************** was not able to edit the file that she had initially submitted.  She mentioned that she was going to try to find someone to help her convert the file so that it could be changed.
  We did not hear from **************** until earlier this year. Another content evaluation was done in February and the same issues were present.  After I spoke with **************** in March, I placed a refund request on her account.  A check in the amount of $799.00 ($1,199 less the $400 processing fee as discussed in accordance with the attached Services and Distribution Agreement) was issued and mailed to **************** on March 22, 2024.This was sent via certified mail with tracking number 70203160000035950481.  As of April 10, 2023 the envelope shows as moving through the network and in transit to the next facility. Unfortunately,we have no control over the postal service.
  

  In closing, due to the content issues that went unresolved,a refund in the amount of $799 was processed. The check was mailed March 22, 2022 via *****   
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:03/19/2024

  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.

  Please see the supporting documents for specific details. This company operates under the name of Balboa Press and has failed to provide all services stated on the publishing packaged I purchased, even after following-up on several occasions. More over, the company was not easy to communicate about pending services and failed to respond on numerous occassions. In addition, the company was not transparent with royalties and did not reflect all purchases made as I personally made some purchases to test this out and purchases were not reflected on the author portal. A proper report of all the retailers where my book was being offered was also never provided and even though my contract was with Balboa Press as the publisher of my book, I found my book being offered online under "author solutions" as the publisher, which I never agreed to, neither was I made aware of. I requested the publisher to take my book down and issue a refund due to their failure to fulfill all services stated on the contract, they took the book down while other retailers are still selling my book, and responded saying that per the author agreement, no refunds were to be issued. They have failed to fulfill all services and took the book down, and now they refuse to provide a refund when the reason I asked for it is due to their failure to provide the services I paid for. This is very disheartening considering that they failed to fulfill the services I paid for, took my book down, then said they that per the contract no refunds were to be made. Now I don't have a published book, or a refund, or the money to publish it elsewhere. Later I found out that there are many other authors who have suffered the same experience and I really hope to get the ethical and professional support to resolve this matter. This company has caused me so much emotional harm and distress and I hope justice can be served and that no one else falls victim to this fraudulent company.

  

  Business Response

  Date: 03/21/2024

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

  The response will be broken down into each part of ******************* concerns below.
  
  Failed to provide services and response time:
  Services mentioned by ****************** are listed below along with the status.
  Book ******************** not completed not completed as book was canceled before we could fill
  Bookselling Promotional Materials  service not completed not completed as book was canceled before we could fill
  Google Display Network campaign launched in early January instead of October due to an administrative delay
  Premium Book Video Questionnaire returned November 14. Author was sent a script for approval in February due to a slight delay.
  ******************* Control Number received and placed on copyright page in 2023.
  Copyright Registration The copyright office sends those as they are processed.  It has not yet been received by Balboa Press.
  Free books on contract in order to process the free books on the contract, shipping will need to be paid for those. This was discussed with the book consultant in late 2023.   Since the book is now cancelled, ****************** will need to agree to reverse the printing status so that those books can be printed.  She can call in to customer service and they will be able to assist her with this process.
  

  Balboa Press apologizes for the delay in the services not completed due to an administrative error. Because ****************** cancelled her contract, we will not be moving forward with the unfinished services at this time.
  Each step in the publishing process has an assigned representative. While we strive for a ***** hour turnaround response time, that is not always possible.  Emails and phone calls are responded to in the order that they are received.  We apologize if there were delays longer than the timeline mentioned.
  
  Royalties:
  Royalties are reported quarterly approximately two months after each quarter ends.  ******************** book went live during Q3 2023.  That quarterly report is attached to this response. There was one paperback sale and one hardcover sale, both through the Balboa Press website.  There were no reported Q4 2023 sales.
  In order to issue payment for these sales, ****************** will need to sign up for direct deposit payments. This can be done by logging into the author center on the Balboa Press website.  She will need to go to the account information section and click on the link that says update electronic payment information.  This will walk her through setting that up.  Royalties are paid quarterly as long as we have direct deposit information on file previous to the payout month.  ****************** must sign up for direct deposit before the month of May in order to be paid for the Q1 2024 payout which occurs in late May/early June.
  

  We do not have an inclusive catalog of retailers that list the book.  We send out the meta data to retailers to list the book. We recommend that ****************** perform an internet search on her book title or ISBN and look through the listings that are provided. *Because the book was cancelled per ******************** request, listings *** no longer show up during a search.
  

  We would be happy to look into any missing sales if ***************** can provide a receipt so we know where to start our research.  She can email *************************************
  

  Author Solutions is the parent company of Balboa Press so it is possible that it is mentioned as being the publisher. We apologize for any confusion that *** have caused.
  
  Cancellation and refund:
  While searching the internet for the book by its assigned ISBN, it is still showing up in a search. However after clicking on multiple links, there wasnt a site that would allow a purchase to be made.  It is listed as out of stock. As mentioned in previous communication, the book has been cancelled in our system.  A request to remove the listing was sent to retailers therefore it is showing as not able to be purchased.  It is incumbent upon the retailer to update their sites.  Although there *** be a listing, no new orders should be filled.  If for some reason a book is able to be purchased, royalties will be reported.
  Per ******************** request, the book was cancelled in February of 2024. As the attached Services and Distribution Agreement states,we do not offer refunds after services are complete. The publishing package along with all add-on marketing is considered fulfilled at this time.  Fulfillment of marketing services occurs when the questionnaire is returned or when we begin work on the service.  This is all stated in section 4. Termination and Refunds.
  
  In closing, we apologize for any delays in the fulfillment of services.  However, all components of the package are considered fulfilled and we are not able to offer a refund.  ****************** does have the option of putting the book back in print if she wishes. Once we receive direct deposit information, royalties will be paid on the reported royalties.  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 03/25/2024

  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. 
  
  In response to Balboa Press/Author Solutions, I have to say that as customer, I trusted in you as a company, that my services would be fulfilled transparently. You have failed to meet your part of the contract when you consider sevices "fulfilled" after I have done my part to return requested documents, followed up with the marketing consultant for an update, and failed to receive any updates. This cannot be justified when delays in communication regarding any update (we're not even talking about fulfillment here) are months long, your staff does not maintain arranged phone meetings, and fails to pickup the phone or respond to my email attempts to setup a new phone meeting in order to get my services fulfilled. Magically, the day after I request to take down the book, I receive an email regarding a pending service so you can say a service wasn't fulfilled because I decided to pull the book out after I have been following up on numerous occasions without an update for months?

  This is very sad because I understand that sometimes businesses can be under staffed, and that certain staff members don't represent the entire company, but you have failed to take accountability of your inability to fulfill my services and make it sound as if me pulling out the book out has been the reason. This is very disheartening when I have trusted in your services and you took $8,000+ from me without any delays from my part.

   It is not to your best practice as a company to try and wash your hands about this and say that it was a simple delay and I pulled the book out so there's nothing else to do, when I have provided email proof of my attempts to communicate about any updates regarding the pending services. I also have a receipt from thriftbooks from a book purchase that is not listed on my book sales. How were you tracking sales through different outlets if there not listed on the royalty reports?

  What about restoring your customer's trust by offering just ************************, and working on improving your services so that this situation doesn't repeat? As an unsatisfied customer, am willing to help prevent anyone from having the same experience by spreading the word about your service and response to this matter.  On the other hand, as an author I am getting ready to publish my next book and become a speaker, I will have an audience I can also share with about my publisher being supportive in resolving a matter like this, and gaining my trust back to where I even choose to publish a second book with you and even recommend balboa press to others. What I would like for you to see is that it's not only a customer's complain you are dealing with, but your company's reputation.

  I am unsatisfied with your response and would like a reconsideration of your view to this matter. I have supporting reasons to request a refund as your part of the contract was not fulfilled after returning requested items and attempting to obtain updates on the process of the services. Moreover, your team members have failed to respond at all or meet phone meetings arranged. It would be unprofessional and unethical to call your services "fulfilled" under the stated conditions. I feel betrayed and disappointed by your service and lack of professionalism.

  Regards,
  
  *********************

  
  

  

  Business Response

  Date: 04/01/2024

  Dear BBB,
  
  Thank you for again giving Balboa Press the opportunity to respond to ******************** complaint.
  

  We sincerely apologize of any lack in communication during the publishing process. As mentioned previously, we strive to respond to emails as quickly as we can. At this time, the main point of contact would be customer service.  They can direct concerns to the appropriate department and can be reached at *******************************************
  

  We would be happy to look into the book that was sold on Thriftbooks if you would send the receipt to ************************************.  *************** will be able to research the issue further.
  

  As of March 27, 2024 both the Book Signing Kit and the Bookselling Promotional Materials 300 have been completed.  They were shipped to the address on file with tracking number 1Z75W84X0359871374 (UPS). Once we receive the approval for the script sent to ****************** in February, the video service would be completed in about 3-4 weeks. Again, we apologize for the delay in the completion of services.    
  

  We would be happy to re-instate the book at this time. In addition, we can offer a $1,000 refund towards the services paid. We should note that ****************** received a 50% discount on the publishing service initially.
  

  In closing, we can re-instate the book and also fulfil the remaining services. As a gesture of goodwill, we can offer a $1,000 refund. 
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 04/12/2024

  Hello,

  It appears that my response to the last message regarding my complaint did not go through. I'm not sure if I clicked "cancel" instead of "proceed" but I would like the opportunity to send my response once again. In the event that it is not possible, please provide me with any possible steps. Do I need to open a new complaint? Please advice. Thank you for your understanding.

  -DSelssy *******

  Customer Answer

  Date: 04/17/2024

  I would like to further arrange for a better service experience. In the event that I am not able to receive proper communication regarding the remaining services and offer made to me in this complaint (this includes failing to receive a response at all, non attendance to any arranged phone meetings, or failing to provide requested updates) within 4-5 weeks,  I would like a point of contact to solve the issue within two weeks, or consider the service unfulfilled and fully refundable.

  Also, the book should be reinstated on all retail stores and  platforms within 4-5 weeks, and the royalties made through different retail vendors should be reflected on the royalty reports both for physical books and e-books. 

  If Balboa can fulfill my request, I am happy to accept the offer made in the last communication log.

  Thank you for working towards a just resolution.

  Best,

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

  Customer Answer

  Date: 04/17/2024

  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. 
  
  

  I would like to further arrange for a better service experience. In the event that I am not able to receive proper communication regarding the remaining services and offer made to me in this complaint (this includes failing to receive a response at all, non attendance to any arranged phone meetings, or failing to provide requested updates) within 4-5 weeks,  I would like a point of contact to solve the issue within two weeks, or consider the service unfulfilled and fully refundable.

  Also, the book should be reinstated on all retail stores and  platforms within 4-5 weeks, and the royalties made through different retail vendors should be reflected on the royalty reports both for physical books and e-books. 

  If Balboa can fulfill my request, I am happy to accept the offer made in the last communication log.

  Thank you for working towards a just resolution.

  Best,

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

  
  
  

  

  Business Response

  Date: 04/24/2024

  Dear BBB,
  
  Thank you for again giving Balboa Press the opportunity to respond to ******************** complaint.
  

  We have requested that the book be re-instated on both the Balboa Press bookstore website and all retail outlets. An email was sent to ***************** from our post production team so that she could approve of the files going back to the printer.  Once we receive a response from her, it will be submitted and uploaded within 2-14 business days.
  

  A refund in the amount of $1,000 has been placed on the account.  A check will be mailed to ****************** within the next 7-10 business days.
  

  Royalties are reported quarterly approximately two months after each quarter ends.  The reports are posted to the author center under the sales and royalties section. Here is the quarterly schedule:
  1st quarter -January thru March paid late May/early June
  2nd quarter April thru June paid late August/early September
  3rd quarter July thru September paid late November/early December
  4th quarter- October thru December paid late February/early March
  

  In order to issue payment for these sales, ****************** will need to sign up for direct deposit payments. This can be done by logging into the author center on the Balboa Press website.  She will need to go to the account information section and click on the link that says update electronic payment information.  This will walk her through setting that up.  Royalties are paid quarterly as long as we have direct deposit information on file previous to the payout month.  ****************** must sign up for direct deposit before the month of May in order to be paid for the Q1 2024 payout which occurs in late May/early June.
  

  The only service that is not completed is the Premium Book Video. ****, the marketing representative, sent an email on April 18, 2024 of the script for approval.  ****************** can reply directly to ****.
  

  In closing, we have issued a refund in the amount of $1,000 via check to ******************.  In addition, the marketing representative has emailed ****************** in regards to book video. This person will exclusively deal with the marketing fulfillment. We have requested that the book be re-instated and royalties are posted as the schedule indicates above.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 05/01/2024

  Hello, thank you for your communication.

  I have received the emails with regards to the reinstatement. I am currently reviewing the files and getting ready to send them back. Thank you. 

• Initial Complaint

  Date:03/12/2024

  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 was contacted many times by this company after looking at their website to learn how to publish a book. I finally answered the phone after ignoring their calls many times. (That should've been my first red flag) A rep talked me into signing up for a FREE 1-month trial of Author Learning Center where I would have access to workshops and webinars. I have not gotten on this site since signing up for the trial nor do I care to continue using them. So I tried to cancel my free trial before I get charged monthly for something I don't use. Their site is very confusing. After digging and digging i finally found an email and phone number to call. But conveniently their call center is always experiencing "higher than normal call volumes" which is complete BS!! I've tried many times to call, sent multiple emails. No one has followed up with me. I've tried getting on their ******** page to warn others of this scam. And now here I am reporting them to the BBB in hopes to further warn of this company.

  

  Business Response

  Date: 03/13/2024

  Dear BBB,
  

  Thank you for the opportunity to explain **************** Author Learning Center subscription.
  

  **************** signed up for the Author Learning Center on February 13, 2024.
  

  We apologize that **************** had issues reaching staff to cancel her subscription. She was able to speak with a representative on March 13, 2024 about cancelling her subscription.
  

  The subscription was cancelled on March 12, 2024 when this inquiry was received. Because this was still within the 30 day free trial, **************** was not charged the $9.99 fee.
  

  In closing, **************** Author Learning Center subscription was cancelled on March 12, 2024. This was within the free trial so she was not charged the monthly fee.
  

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

• Initial Complaint

  Date:03/11/2024

  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.

  I paid $399 and another $50 for this company to reissue a book published 24 years ago with a new title and some changes. I am now 84 years old. When I attempt to work on the manuscript, I found that I mentally couldn't do it. I was double checking and double checking myself to the point that I become dizzy. I've wanted to do this for a long time. But I just cannot do it. This is NOT ' Buyers Remorse '. i want to but can't. The company says that any refund. If at all, will take weeks. I filed a cancelation with them within three business days. I made a mistake. Now I want the money back. $999 is a lot of money. But I just can't do the work. (I recently had a change in medication. )

  

  Business Response

  Date: 03/12/2024

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to Ms. ******** request for a refund of her publishing package.
  
  On March 8,2024, ****************** purchased the Flex Publishing Package from iUniverse for $999, which she paid via credit card at the time of the order. We have confirmed with our finance department that no other charges were made to her credit card.
  
  On March 11,2024, ****************** called and requested a refund of the package stating that she was unable to work on her manuscript. A refund request was logged in our system the same day. Typically, refund timelines fluctuate depending on the amount of refunds waiting to be processed and how quickly management can review them. Per Ms. ******** request, her refund was processed on March 12, 2024. The full amount of $999 was returned to her credit card, transaction ID ********************************.
  
  In closing, the full amount of $999 has been returned to Ms. ******** credit card as of this writing.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:01/24/2024

  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.

  Since the beginning of my interaction with this agency there has been a lack of customer service. I was overcharged and had problems to receive the funds back. Since paying for the print of my book ive received nothing but delays and poor customer service. I was originally told that my book would be delivered before Christmas which did not happen and then by January 5. It is now January 24 and I still have not heard from the higher-*** or receive callbacks from my numerous messages that have been left. I am just continuously delayed on when the print will be provided. I am looking to receive a refund due to the extensive delay in the print of my book, I think the refund should be at least $1000. Also, with the passing of the buck that this agency uses in order to complete their process, no one has had knowledge of what my project is each step of the way.

  

  Business Response

  Date: 01/26/2024

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to clarify **************** concern.
  

  ************** initially purchased the Black and White ************ package.  It was then noted on her account that she didnt want distribution, but instead just printed books.  At that time, we downgraded the package to the Black and White ************ The refund from the first package was used to pay for the new package of lesser value. ************** had made two payments on the initial package.  That amount went towards her new package and left $66.67 that was issued back to her credit card on file.  
  There was some confusion with the $75 non-refundable payment plan fee. However, when that was realized, it was refunded back to **************** credit card.
  

  While a print on demand book could have been available for order previous to the holidays that is not the case with an offset order. It should be noted that a majority of our publications are print on demand and not offset.
  

  ************** purchased an offset shipment of books in October of 2023. Once all corrections were complete and the files were approved, the digital files were uploaded to our print partner.  The date of this approval was November 22nd,2023. 
  

  Because orders are printed as they are received, Xlibris provides a timeline on the process. Again, books are not printed in-house and we are only able to provide an estimate on the printing/shipping timeline.
  

  ************** was provided a timeline of 6-8 weeks from receiving the sign off on the cover and interior files by both the Offset Print Coordinator and his supervisor.  The approximate dates for that timeline fall between January 3rd and January 17th.  It should be noted that neither member of the offset team provided a timeline that suggested the books would be printed and delivered by Christmas.
  

  While we understand that there was a slight delay on the full process, we did provide ************** with as many updates as possible from our print partner. Most of the time orders are able to fall within the timeline.  However, due to three holidays within that timeframe, there was a slight delay. Again, we apologize for any inconvenience that *** have caused.
  

  On January 25th, we received notice from the printer that the books were complete and the order had been picked up by the shipping company. The Offset Print Coordinator emailed ************** with that update on January 26th.  The email also included the shipping company along with the tracking number.  The books are due to be delivered on Monday,January 29th.
  

  In closing, we apologize for the delay on offset process. They are now in route to be delivered on Monday,January 29th.
  

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

  Customer Answer

  Date: 01/26/2024

  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 insufficient. 
  

  The staff delayed the process from day one. Not only were they non-responsive but also upper management. I reached out to ****************** numerous times and his is the first time Ive seen his name on a response. Back in November I was informed by their staff the the print would be sent before Christmas, then I was told it was already at the printer and would be delivered on 1/5/24. Prior to this complaint I was told that the printer was closing at that they werent sure if my book would be printed. Their manager (*********************)  stated in December that she was working on compensating me for the delay and has not returned a call since. Again, for the extensive delay and systematic lack of customer service I am look for a refund. 
  
  Regards,
  
  ****************************

  
  

  

  Business Response

  Date: 01/30/2024

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to respond to **************** complaint.
  

  The shipment of books was delivered on January 29, ****. We apologize for the delay in printing and shipping the offset order.  After discussing this with ************** today, we have decided to offer a partial refund in the amount of $750. This refund has been noted on the account and will be refunded to the credit card on file in 3-5 business days.
  

  Again, we apologize for any inconvenience on the extended timelines.
  

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

  Customer Answer

  Date: 02/10/2024

  This company violated our agreement as I specifically stated that they were never to market or sell my book. I did not sign any of their agreements, and they understood and agreed that that would not be the case. However, my book is on their website for sale.

  this is unacceptable! And bad business

  Customer Answer

  Date: 02/12/2024

  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.]

  This company violated our agreement as I specifically stated that they were never to market or sell my book. I did not sign any of their agreements, and they understood and agreed that that would not be the case. However, my book is on their website for sale.

  this is unacceptable! And bad business

  
  
  Regards,
  
  ****************************

  
  

  

  Business Response

  Date: 02/14/2024

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to respond to **************** complaint.
  

  In checking the Xlibris bookstore,the book was listed but not able to be purchased. This was an internal administrative error.  We have since removed the listing altogether from the bookstore website.
  

  We apologize for any inconvenience this may have caused.  
  

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

• Initial Complaint

  Date:01/11/2024

  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.

  You can just read the reviews and see how Eugene (the guy responding) has an excuse for everything. Since hiring these people to publish a book, I've undergone so much stress. PLEASE DO NOT USE THIS COMPANY! They are using the name of Jesus for financial gain. They should be ashamed of themselves. They are car salesman, trying to sell you useless stuff. I was ignorant and purchased, but I am hoping to save others from this horrible decision. After they take your money, you can't get anyone to answer. They have one mission: Take money from people who don't know better. Please do your research on this company. Eugene was very very unprofessional and difficult to deal with, showing zero morals or ethics. He literally laughed when I told him I wanted to speak to his boss. He told me, "I'm the top dog and if you contact the CEO's office, they'll just direct you to me." So, great. This person has zero accountability. Very scary. I would also like to mention that I had to file a police report because they GAVE my card information to another entity within their umbrella. Eugene loves to point people to their contract, but I don't see anywhere where I gave them the ability to KEEP my card information and distribute it to whomever they want. I have phone recordings of this corruptness. Lastly, I asked for a high resolution copy of the cover (the cover I designed btw). Eugene told me I couldn't have it unless I cancelled the contract and said this was found IN the contract...I had him read it to me. He agreed it was VAGUE but "that's what they were getting at". Say what? I'm supposed to read their minds and GUESS on what they meant when they said, "We will send you a pdf of files if you cancel the contract." ---Yes. This is literally what it says and he's saying that's what they "meant". WOW. RUNNNNN!

  

  Business Response

  Date: 01/18/2024

  Dear BBB,
  

  Thank you for the opportunity to respond to Mr. *******.
  

  Mr. *******’ complaint is vague and does not have too many
  specifics to address. Below we will address the few specifics in the complaint.
  

  After they take your money, you can't
  get anyone to answer.
  Unfortunately, we cannot elaborate or
  comment too much on this because it is vague. It does not specify which
  employee was unresponsive. There is a note that Mr. ******* called customer
  support on January 10, 2024, upset that his publishing services associate (PSA)
  was not responding to his calls. However, he had been escalated to Eugene
  Hopkins, Global Director of Author Experience, previously so his PSA was not
  responding because Mr. ******* had gone over the PSA in the chain of command.
  In this same call, Mr. ******* refused to speak with the PSA because of the
  lack of responsiveness, refused to speak with Mr. Hopkins, and demanded a
  return call the same day, despite it being near the end of the business day.
  

  Mr. ******* called back the same day
  about 10 minutes later, asking for the PSA. Again, it was the end of the
  business day and the PSA was not available. Mr. ******* started becoming aggressive and calling the customer support representative a liar. The customer support
  representative said she would email Mr. Hopkins on his behalf.
  

  The production manager phoned Mr.
  ******* back, shortly thereafter to discuss his concerns. She clarified what we
  can and cannot provide to him. The next day, January 11, 2024, the production
  manager had sent Mr. ******* what he was requesting, finished the project, and
  had him finalize his payment plan so that the project could be sent to the
  printer.  We would like to note that this
  was all done PRIOR to him filing his complaint.
  

  That is the only instance that could
  be found of Mr. ******* complaining about the lack of responsiveness.
  

  Eugene was very very unprofessional
  and difficult to deal with, showing zero morals or ethics. He
  literally laughed when I told him I wanted to speak to his boss.
  We apologize that Mr. ******* felt
  Mr. Hopkins was unprofessional.
  

  It is company policy that Mr. Hopkins
  is the highest person in the chain of command to speak with authors regarding
  escalations. As with most companies, customers do not speak with the CEO or
  senior level executives.
  

  I would also like to mention that I
  had to file a police report because they GAVE my card information to another
  entity within their umbrella.
  

  Westbow Press did not give Mr.
  *******’ credit card information to another entity. Mr. ******* purchased his
  publishing package through the self-service portal on November 10, 2023. While
  making that purchase, he also added on the Author Learning Center. The Author
  Learning Center is an online author education community designed to help authors
  through the publishing process. After the 30 day free trial, authors are
  charged $9.99 per month on the credit card provided.
  

  Attached is a screen shot of the
  self-service portal that shows what occurs. Under the publishing package
  information is a box labeled “Author Learning Center Subscription.” When “Yes”
  is checked (which Mr. ******* did), it pops up an orange box that says “By selecting Continue, you agree to the
  Author Learning Center retaining your credit card information for future
  charges incurred by the subscription.” This makes it clear that the credit
  card information will be made available to the Author Learning Center.
  

  On December 15, 2023, Mr. *******
  phoned in regarding the charge (which occurred on December 10, 2023). Despite
  not contacting us prior to the renewal date to cancel, the $9.99 charge was
  refunded to his credit card on December 18, 2023.
  

  Again, the credit card information
  was on file because it was provided by Mr. ******* when he purchased through
  the self-service portal. Westbow Press was never contacted by any police agency
  with regard to this issue.
  

  I asked for a high resolution copy of
  the cover (the cover I designed btw). Eugene told me I couldn't have it unless
  I cancelled the contract and said this was found IN the contract
  

  First, the cover was not designed by
  Mr. *******. He provided instructions for the design that simply said:
  

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

  The cover design was created by
  Westbow Press, using the above instructions; Mr. ******* did not send a final
  print ready cover file to use.
  

  Mr. ******* requested the full cover
  as a high resolution image. He was told that this was only possible after he
  cancels. Mr. ******* requested the information regarding the cover image be
  read to him from the services agreement and that was done. Mr. ******* thinking
  the verbiage is vague is a moot point. He reviewed and signed the agreement and
  he is held to those terms. He is allowed to ask any and all questions he had
  when reviewing the agreement but there is no note that he did so. What Westbow
  Press does and does not provide was also explained to Mr. ******* in the
  aforementioned phone call with the production manager. He agreed to receive the
  front cover as a jpg. Again, this was PRIOR to his filing.
  

  Mr. *******’ desired settlement is
  “store credit.” That is not something Westbow Press provides. If he is actually
  requesting a refund, we respectfully decline his request. His publishing
  package was fulfilled when he signed and returned the interior and cover sign
  offs, as well as the pricing agreement. The cover sign off was returned on
  January 2 and 9, 2024, while the interior sign off and pricing agreement were
  returned on January 11, 2024. The book was made available for purchase on
  January 12, 2024. This is outlined in his signed Services and Distribution
  Agreement in Section 4. Termination & Refunds:
  

  For Publishing
  Packages:
  o
  After You have given final approval of the Work:
  § No Refund
  

  In closing, Mr.
  *******’ claim of lack of response is vague. It does not mention a specific
  employee or instance so we cannot elaborate any further than we did.
  

  We apologize if Mr. ******* felt Mr. Hopkins’ behavior was
  unprofessional. As he was told, Mr. Hopkins is the highest ranking employee
  with which authors can speak. As with most companies, our CEO and senior level
  executives do not speak with authors. 
  

  Mr. *******’ credit card information was provided for the
  Author Learning Center subscription by him when he signed up through the
  self-service portal. No credit card information was “given” to anyone by
  Westbow Press. No police agency contacted Westbow Press on this issue.
  

  Mr. *******’ requested the information regarding the
  possession of the cover file from the Services and Distribution Agreement and
  it was provided. Whether he finds the verbiage clear or not does not negate the
  information that is included. He was provided a high resolution jpg front cover
  and was appeased with that. Again, this was PRIOR to his filing and he has since signed off on the book and is available for sale. since January 12. .
  

  Sincerely,
  Eugene Hopkins
  Global Director Author Satisfaction 

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21133904, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  As I explained in my complaint, this is EXACTLY what Eugene does. Look at EVERY complaint and look how he responds. As to me being "vague", I didn't want to call specific employees out, but I guess that's what he is looking for. Ironically, he can pull call logs and pull all sorts of information, but he cannot put the dots together on who I am discussing in my complaint? That's funny. This man has SERIOUS issues. The woman named Sarah called back the same day to give me the high resolution image I requested. Funny that Eugene didn't "elaborate" too much on this ordeal. Here's some more irony: The complaint I had with Eugene was about their contract being TOO VAGUE and here he is saying my complaint is too vague. Guess what Buddy, (I know he hates to be called Buddy), my complaint may have sounded vague to you, but my complaint isn't a legal document. YOUR CONTRACT IS AND SHOULDN"T BE VAGUE. Westbow is deceiving people and taking people's money. As I stressed with customer support as well, their associate told me (while on the phone with him), to click the button for the Author Subscription because this is something THEY give me. They never told me it would cost money past the 30 days. They never told me to look things over. They told me to just click it. If you have nothing to hide, then why are you putting the information deep in the contract. That's crazy. This is insane that I even have to do this. The fact I had to file a police report on this "Christian" company is really insane. 

  As for the cover, it's more manipulation to take ONE message and utilize it instead of the whole conversation. I sent a drawing of the cover design. The creative rights belong to me. Pull that one up, Buddy! Again, here is what Eugene just admitted...that WESTBOW IS BEING VAGUE: Mr. ******* requested the information regarding the cover image be read to him from the services agreement and that was done. Mr. ******* thinking the verbiage is vague is a moot point. He reviewed and signed the agreement and he is held to those terms. He is allowed to ask any and all questions he had when reviewing the agreement but there is no note that he did so. What Westbow Press does and does not provide was also explained to Mr. ******* in the aforementioned phone call with the production manager. He agreed to receive the front cover as a jpg. Again, this was PRIOR to his filing. 

  As for "prior to my filing" that I wanted the cover...FALSE. The cover was sent and APPROVED already. Eugene is not really able to keep his story straight anymore. I spoke to Keith Ogorek and Pete Nikolai as well to warn them at Westbow about this with Eugene. He is falling apart at the seams. He is unable to help because he spends his time trying to cover up things. Keith wants to call out that Westbow has an A+ rating on BBB...this is true but keep in mind, the letter grade is based on Eugene's ability to write lies in an email. The number rating of 1.29 stars shows how customers are NOT satisfied with Westbow. I hope everyone will see the difference. This company is taking people's money. 

  To back up what I'm saying, look once more at Eugene unable to remember his own lies: "His publishing package was fulfilled when he signed and returned the interior and cover sign offs, as well as the pricing agreement. The cover sign off was returned on January 2 and 9, 2024". HE JUST ADMITTED HERE THAT I DID ALREADY SIGN OFF ON THE COVER ON JANUARY 2ND YET SAYS I WAS REQUESTING THE DESIGN BEFORE I SIGNED OFF!!!

  BBB should not allow an A+ rating for Westbow, who is lying and being vague but then throws it off on the customer as being vague. Oh the irony. 

  And to top it all off, I have emails from Keith that says he would get back to be after investigating the issues with Eugene and I have never heard back. I have sent him follow up emails and everything. No response. I look forward to getting more excuses back from Eugene as to why this is the case.

  So, to sum up the truth: Westbow and Eugene is saying the customer is vague in their complaint while the customer's biggest complaint is that Westbow has a vague contract. Great. Makes sense. Eugene's responses are typical in being rude, incoherent, manipulative, and deceptive. But sense he believes I'm being vague, I will just continue to share stories with anyone/ everyone about why NOT to use Westbow. I would say that they should stop using the Christian name so they can monetize from Jesus, but this would go against their real brand of deceiving people into using them. 

  Advice to all authors when it comes to Westbow: RUUN! (I have also begun reaching out to authors on Westbow's site to see if they have had similar issues. So far, they all have. Sorry this is vague, but I don't throw people under the bus...that's Eugene's role.)

  Regards,
  
  
  
  **** *

  
  

• Initial Complaint

  Date:12/14/2023

  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.

  Money was taken off of the credit card without permission and I cancelled the service, they refuse to refund the money

  

  Business Response

  Date: 12/15/2023

  Dear BBB,
  

  Thank you for giving Xlibris the opportunity to respond to ************** complaint.
  

  ************** purchased the Classic publishing package on November 30, 2023 on a four term payment plan with the first payment being processed that day. Per the attached Payment Plan Agreement, there is a $75 non-refundable processing fee that is added to the first payment.
  

  At the beginning of December, ************** called and in spoke to a representative regarding free books included in the package.  Per the package description, there is a $250 credit towards a book order. ************** also emailed her sales representative and mentioned that she misread the 250 as getting that many books instead of a $250 credit.
  

  A refund request was then noted on her account to be reviewed by upper management. It was researched and after looking through the history of the account, deemed it was eligible for a refund. Before starting the refund process, the manager called and spoke to ************** regarding her intent to cancel the package. She said that she was working with other publishers and did in fact want a refund for the publishing package.
  

  The refund was approved on December 14, 2023. Per the attached Services and Distribution Agreement, ************** will be refunded 100%of the purchase price less $150 or 10% of the purchase price, whichever is greater (in this case it is $150).  The amount of $349.75 was refunded back to ************** MasterCard ending in **** on December 15, 2023.
  $574.75 (initial payment) less $75 (payment plan processing fee) less $150 (holdback per Services and Distribution Agreement) =$349.75
  

  In closing, ************** has been refunded in the amount of $349.75.  It may take 3-5 business days to appear on her credit card.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 12/17/2023

  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.]They took more than 10% and more than ****** they only refunded ****** of the ****** I cancelled immediately therefore they were not supposed to take as much as they did
  
  Regards,
  
  ****************************************
  

  

  Business Response

  Date: 12/18/2023

  Dear BBB

  Thank you for the opportunity to respond again to the inquiry.

  As previously stated, ************** was refunded according to the previously attached Service Agreement and Payment Plan Agreement. The agreement states refunds are calculated at 100% of the purchase price less $150 or 10% of the purchase price, whichever is greater (in this case it is $150).  The amount of $349.75 was refunded back to ************** MasterCard ending in **** on December 15, 2023. $574.75 (initial payment) less $75 (payment plan processing fee) less $150 (holdback per Services and Distribution Agreement) =$349.75
  
  In closing, ************** has been refunded in the amount of $349.75 as outlined in the agreement.

  Sincerely

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

  Customer Answer

  Date: 12/19/2023

  They did not process the application because as soon as I found out I was not getting physical books I cancelled, the process with Xlibris. They are not being honest, and they are taking money from me for work that was not completed.

  Customer Answer

  Date: 12/20/2023

  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.]

  They did not process the application because as soon as I found out I was not getting physical books I cancelled, the process with Xlibris. They are not being honest, and they are taking money from me for work that was not completed.
  
  Regards,
  
  ****************************************