ComplaintsforXulon Press

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have published several books with this company. My latest book I entered into a publishing package and made payments as noted below: Payment dates to Xulon: 10-8-2020 $1,349 for premium publishing package 10-12-2020 $249.00 for upgrades 10-18-21 $99.00 for upgrades 11-5-2021 $1,321.85 payment for the actual printing of the books I have been waiting since November to receive my printed books. I have emailed many times, and to this date still do not have a date when my books will be printed and sent to me; though my check was cashed in November. I continue to receive excuses and delays. The company had submitted preliminary proofs for approval and sent me copies that were inaccurate and/or wrong colors up until November of 2021. Each time I rejected the proofs along with the noted errors and requested they resubmit another proof for approval. From November, when i received the wrong book proof, through January, I've been communicating with a representative at Xulon (Corey W*****/author representative) who was to correct the errors and schedule the book printing. As of this date, I have not received my final proof to approve, nor has the company responded with a date on when I can expect same. I've gone through 3 editors in the last 2 years; and still don't have my books. At this point I just want a full refund.

  Business response

  03/03/2022

  Business Response /* (1000, 9, 2022/03/03) */ Hi there, We are saddened to hear we have been unable to achieve the desired goal on the color of the book cover. I see the author was in contact with their assigned representative today and am going to have management reach out as well to determine what the best resolution is. We will follow up here once we have resolved. Thank you, Consumer Response /* (3000, 15, 2022/04/08) */ Forwarded message From: ******* ***** <***************@gmail.com> Date: Thu, Apr 7, 2022 at 7:10 PM Subject: BBB Complaint Case# XXXXXXXX To: *****@findbbb.org <*****@findbbb.org> To BBB: Response to "assumed resolved" complaint case #XXXXXXXX: I did not receive the BBB email on March 4, 2022 that is documented on your website. Xulon/Salem management has not reached out to me to resolve this issue. The author representative noted in an April 4, 2022 email that due to the ongoing errors with the book cover, he was turning the matter over to "management". I do not understand how this response from the business would close this complaint as "assumed resolved" when I requested a refund. IE - company response you've noted: "We are saddened to hear we have been unable to achieve the desired goal on the color of the book cover. I see the author was in contact with their assigned representative today and am going to have management reach out as well to determine what the best resolution is. We will follow up here once we have resolved." I began this process in October 2020, paid for a premium publishing plan, paid an additional fee for a hardcover book, paid an additional fee for an "edit:; and then in November, 2021 paid an additional fee for 251 published books. The company has changed editors and representatives on this project 3 times and it appears to me they have serious internal staffing issues. As of this date, I still don't have a book sample that is approved, nor are the samples the company sent me correct. After more than 2 years working with this company I do not think it unreasonable to simply request a refund. Sincerely, ******* ***** Business Response /* (4000, 19, 2022/04/22) */ Hi *******, I hope this finds you well. I have spoken with our Author Services Manager and understand he reached out to you on 04/11/22 by phone and followed up via email as well. We have not heard anything back as far as I'm aware but I have requested that he try to reach out to you again today. Blessings, Xulon Management Consumer Response /* (4200, 21, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received an email or phone call you referenced on 4/11/22 nor did I receive an email or call from management to me in phone or email or hard mail format from anyone at Xulon regarding this complaint. I insist this issue result in the re-fund of all monies I have spent in the last two years of trying to get this book published. thank you for intervening on behalf of an author who has not received satisfaction in this matter for two years of correspondence by email , phone, and now thru BBB. Business Response /* (4000, 28, 2022/05/13) */ Hi *******, I certainly understand your frustration. Our Author Services Manager has called twice now, both on 04/11/22 and on 04/25/22. I have attached screenshots below of the call records. George left you voicemails each time with his contact info and requesting a call back. We have ordered a copy of your book from the printer as well to have directly shipped to our offices so that we can review the cover in person and determine the amount of variation in the cover color. There is a certain amount of variation the printer allows but we do have the option of disputing that and modifying the color, we just need to know how best to do that. At this time, a full refund is not going to be granted since we have completed the entirety of the project. That said, it's never okay in our minds to have an unsatisfied customer. We would like the opportunity to correct the book cover color. Thanks, Xulon Management Consumer Response /* (4200, 30, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the resolution because I've - lost the opportunity to sell my books due to their inability to produce an approved product. I paid in advance for everything, including the printing of 251 books but there was never an approval of the final book copy. The check was cashed before approval; and that is not in agreement with their own policy. I've lost 2 years and lost opportunity to sell my product at speaking engagements. I will not accept anything less than a full refund due to the inconveniences, lack of timely responses throughout the project, and the lack of fullfilling their own contract. In addition, if I had a missed call, it would appear on my phone, though nothing from Xulon showed up on my phone or my emails. I do not know what number they were calling from; but it wasn't a number recognized as Xulon. I do not answer "unknown" phone calls.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a book published by Xulon Press from 2004. In March of 2021 I contacted Xulon and paid them to help make some revisions. Xulon returned my manuscript with over 300 type setter errors that were not in my original manuscript. Mr R******** offered to correct their companies errors at no charge to me. I responded by sending a fax in July 2021 with ALL the errors needing corrected and some of my own changes. This fax of corrections was in correspondence to the pdf format that contained the type setter errors. In August, I received yet another copy of my manuscript in a different format, (clean docs) for my review, and none of the errors promised to be corrected were done? Now, my Table of Contents is missing also? Now the fax of corrections sent in July, no longer matches the page references of this "new format". This new format is the editing package that Mr. R******** had offered to correct the type setter errors. To date, no errors are corrected, page numbers no longer match the correction fax. I sent multiple emails about this, with no help from anyone at Xulon, I received an email from my author rep in December of 2021 that editing packages DO NOT CORRECT ERRORS OR MAKE CHANGES TO MANUSCRIPT! So why did Mr. R******** use this service if it could not provide the help he claimed he was going to do? Months have gone by, and they have made a mess of my manuscript. They are unresponsive, and have not taken responsibility for this. My manuscript has been in their care for almost a year now, and it is in worse condition than when I started this process. They have not fixed this issue, regardless of my numerous attempts (I have all the emails as proof) to get resolution. My manuscript is just sitting there in this altered and botched up state in need of repair. I have put hours that led to days into this revision. Xulon is costing me much stress, time and money. Xulon has been informed as to what they need to do now to make this right.

  Business response

  03/09/2022

  Business Response /* (1000, 8, 2022/02/17) */ We are so very sorry for the challengers that have occurred here. I have reviewed all of the issues that have taken place and know this is a frustrating situation. With accounts of this age, we often have to seek out files from our printer (PDF format) and then when we convert them back to a workable format, formatting is severely impacted. There were many other challenges and missteps along the way and we're just sorry it has taken so long to get this resolved. I have requested our management team be in contact with you again and gave them some next steps for how we should proceed so that we can get your manuscript to a place you are comfortable with. Consumer Response /* (2000, 10, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand that Xulon has reviewed ALL the documents and letters sent to Donald N***** on my behalf. I have more email correspondences with Xulon staff regarding all the problems encountered. They are available upon request. I will accept this response on the same conditions as in my complaints... That the follow through from Xulon provides that all corrections be completed, my additional changes added in, Table of Contents put back in correctly, and a staff member more responsive and experienced to be in contact with me through out the remaining process, "to the finish". Since almost a year has gone by, the items listed above must be done in a timely manner that is agreed upon by myself and Xulon. As a Christian company, honesty and integrity should always be a cornerstone in dealing with its customers. I thank Xulon for their reply to this complaint, and hope to get my manuscript satisfactorily corrected, revised, and brought to the finish line soon.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After 10 years of repeatedly having to ask to be paid my royalties from this publisher I moved my 3 books to another publisher. They have not paid me any Royalties since June of 2021 yet have continued to sell my books and now owe me $671. I was promised payment on January 31, 2022 and, again, nothing.

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/02/17) */ We are so sorry to hear about the issues you experienced with royalty payments. It appears since this complaint was filed we were finally able to get a royalty check mailed out to you from our corporate offices. I've asked your account representative to reach out and confirm you have received it. Our sincere apologies again for the delays and we wish you the best of luck with your books moving forward.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January of 2021, I published a book with Xulon Press. I paid them approximately $4500 to edit, distribute, process sales etc for the book. Part of the agreement that I signed included that they would handle sales and distribution of the book and then pay me monthly based on sales. They paid me in Jan and Feb of 2021 for books sold, but starting in March 2021 - January 2022 they did not report any of my sales or pay me. I have confirmation from friends, family and church Bible Study groups that purchased my books during that time. I emailed my rep at Xulon Press multiple times trying to figure out why they weren't paying me and never got a response. Xulon Press over the course of the year has also reported almost 100 books returned even when there had been no sales reported for months. The amount they are saying I owe them for books returned is almost the same amount as what was sold in the first 2 months the book was available. They are reporting books returned 10 months after they say my last books were sold which goes against the return policies of ********************************** who all have 30-60 day return policies. I would like them to accurately pay me what was sold and a full refund as they broke the contract/did not deliver as promised.

  Business response

  03/17/2022

  Business Response /* (1000, 8, 2022/02/17) */ We are so sorry to hear about the circumstance and understand how frustrating this can be. There are a few details that are really important in understanding how this occurs and why. I have reviewed the account in question and can confirm 162 books were printed and purchased by third-party vendors. What that means is that ********************* etc purchased those copies to have on hand and resell to customers. They order additional copies then they have in actual sales to be able to have books in stock and keep up with quicker shipping turnaround times. I can also confirm there were 72 returns over the course of the time your book was published. It is really important to know that those returns do not mean the consumer returned the book to our printer, it means the books were returned by the Vendor ************** to the printer. There is a much longer returns period for vendors to return merchandise to the distributor/printer than there is for consumers to return product to a vendor. I know this is very frustrating and understand the impact this return-ability status has on authors, but it's also the best way to ensure those big name vendors will stock books by POD authors. I hope this helps shed some light on how this occurs and wish you all the best in your future endeavors. Consumer Response /* (3000, 10, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This doesn't explain how I have confirmed sales for the book but was never paid. I was never paid for books that were sold in various months. I have confirmation from friends, family and Bible Study groups that purchased the book. In each of those instances I was not paid anything that month. I would also like an itemized copy of returns provided so I can see who returned the books and when. Not being paid for books sold is a breach of contract. I want a refund because Xulon Press broke their contract and did not pay me for books sold. Business Response /* (4000, 12, 2022/02/22) */ In the interest of working to resolve the challenges, we have contacted the client directly to request some additional information. We have also requested a more detailed sales report from our printer and will share this with the client as well. We will follow back up here when we are able to reach a resolution.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The primary concern of this communique has to do with Salem Publishing who formatted my e-book many years ago, and the dissolution of our nonexclusive agreement. I received confirmation of the dissolution on December 6, 2021. While Salem's representative indicates confirmation of the dissolution, they have also thrown in conflicting often vague information regarding ownership of: my artwork, text and possible publishing of hard copy by Ingram Publishing and Distribution. These matters are explained in the attachments included with this e-mail. These matters are preventing me from republishing my novel. I seek a cooperative relationship so I can move my work back into the marketplace.As a matter of fact: I am aware of $79.00 fee that is due, but since Salem closed me out of the portal where I would have paid; this needs attending to. Salem does not respond to request from me to pay my bill. I have l written and made several phone calls, all to no avail.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/02/03) */ Hi there, From our records it shows we contacted the author via phone and email on 01/25/22 but have not yet had a response. We have also ensured the eBook is no longer being distributed by us as the publisher. The author retains all works to his book. The ISBN number however is registered and tied to our business as the publisher, so the author would need to seek out a new ISBN. We in no way claim ownership of the title or art in the book. Consumer Response /* (3000, 7, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. S******, Thank you in advance for monitoring this complaint. No. I do not accept the response from the business because none of this should be an issue for discussion. It should be thoroughly understood that I hired Salem (Xulon) to format and distribute my e-book only. An e-book does not require the use of an ISBN number. They were never authorized to produce any other work or media for me. For reasons that will become abundantly clear, I will address points that have been brought into this equation: #1 I have no record of Xulon press contacting me via phone and email on 01/25/22. Please note I have three (3) active email addresses but only one phone number. No voice mail was left, no such stated correspondence has been received. I will need to see proof either by phone records or a forwarded e-mail of the alleged correspondence. #2 About the ISBN number: please see the attached Active Record from Books in Print Dated 3/03/2006. Please note it is impossible to transfer a published ISBN number and therefore impossible for Xulon to claim ownership. This ISBN number is part of a ten ISBN number package I purchased from ****** the ISBN agency for the United States of America. I will attempt to offer further proof to establish that Xulon has engaged in other misleading information regarding my title. In my attachment (Salem Conformation of Cancellation) Xulon clearly implies that Ingram may have printed PDFs or paperback or hard bound copies of my title and that the ISBN number in question is tethered there. After several e-mails to Ingram they have confirmed that they have never printed any copies of my title and that the ISBN number is not found in their system. Case in point: Since I hired Salem to format and distribute (only) my e-book and e-books do not require an ISBN number. There needs to be clarification on what right they assumed... if and when they used my legally purchased and employed ISBN number. I own it but (once employed) it cannot be used for anything other than the data assigned to it. In this case: the title of the book and the retail price of $17.95. This info cannot be altered. #3 This situation and other Xulon misinformation and or implications prompted Ingram to offer me access to their legal department. When it is absolutely useless to them, one might ask, why is Xulon claiming ownership of my ISBN number? #4 I believe I've shown clear and legal ownership of my title, art work and ISBN number. If an ISBN number was applied to my the e-book formatted by Salem, it was an unnecessary step that makes a straight-forward process convoluted. My records date back to 2004 when I first developed this charmed fairy tale. Concrete proof of ownership of my ISBN number is included in the scan entitled ****** Books in Print/Dated 3/30/2006 Perfect Bound Copies of ************************************* can be found in the main branch of The Library of Congress, ********************************************** Examples of Salem's misinformation are found in Salem Confirmation of Cancellation. What I seek is Salem's cooperation with the elimination of their strangle hold on distribution of my work. ***** now operates under the assumption that Salem controls my hard copy books as well even though they have always (over 17years) ordered all hard bound copies from my warehouse. How difficult would it be for Salem to send ****** a letter saying that they do not have distribution rights? ************************************* needs to stay in the market place and I am ready to publish my e-books bearing that my title. I am always available to provide whatever else you might need in the way of proof on any matter that comes into question. Respectfully Submitted, **** ***** - Author - Publisher ************************** Business Response /* (4000, 15, 2022/03/02) */ Hi there, We are so sorry for the continued confusion here. We do not own the rights to this book, nor have we claimed to, nor are we listed as the books publisher so I'm not sure where the wires are getting crossed here. Is the author able to supply links to where he is seeing we are the author? On ******'s website it states the publisher is **************************which I've included screenshots of below. I will email the author directly to see if we can clear up the confusion. Thank you! Consumer Response /* (4200, 24, 2022/03/18) */ ***Document Attached*** Ms. S****** your system asked me to resubmit this info because the case is closed. Second attempt... Hello Ms. S******, Did I violate some unknown time table? I am stunned to see that my case is closed when I have been working to accumulate written proof that it is impossible for me to work with ****** because Salem/Xulon Publishing has not relinquished the publishing rights in writing to ******. Most importantly, ****** now thinks that Salem/Xulon has the publishing rights to my hard bound edition of the same title. To illustrate this fact I generated an e-mail to change the retail cost of my hard-bound library quality edition. The ISBN number when tallied at any cash register in the USA would ring a sale of $17.95. Over the almost 18 years of being the only provided of my library quality edition to ******, I have successfully raised and lowered the price many times. Setting the price at $22.95 was successful accomplished but before I awarded Salem/Xulon permission to format and publish the e-book version of my title. Since then I suffered a massive heart attack and was subsequently diagnosed with advanced stage-four lung cancer. For obvious reasons writing and Publishing took a back seat to my quest to get well. As you know, I recently I decided to eliminate Salem from the equation. Salem has confirmed to you and I that the property is mine but, to date, not to ******. In the following attachment you will see how a simple letter from Salem to ****** could straighten this confusion out. Because after almost 18 years of providing my title to ******, I am now asked to have permission from my publisher to change the price of my hard bound book. This and the fact that the e-book is still for sale on ******, *****,**********, etc... is further proof that Salem/Xulon has a strangle hold on my title and that is preventing me for reestablishing my title in the market place As I mentioned in my note to you six days ago I believe Corey M*** C*****-Director of Operation-Salem Author Services is sincere in wanting to help-me resolve this confusing situation. Let me say it is very difficult to deal with ******. It is a behemoth that uses A.I. indiscriminately, therefore it can take many attempts to successfully complete a conversation with them. The attachment is a fair indicator of how complex and convoluted the e-book - hard bound edition has become. I can no longer work with either. What I need to accomplish: A clean slate, supported by written communication from Salem/Xulon to all e-tailors that clearly spells out they are no longer responsible for providing any content from my title. And that they remove all placement in all retailer outlets on the internet. If there is anything Corey M*** C***** needs from me, I'll work as is quickly as is humanly possible to accommodate those issues. If there was a response from Corey that I have not seen or addressed, kindly repost it for my edification. I sincerely hope we can put this all behind us so I can prepare for this upcoming Holiday season 2022. Thank you very kindly, **** ***** - Author ************************************* *********************************************************************************************************************************************************************** Business Response /* (4000, 28, 2022/04/08) */ Hello, I hope this finds you well. I am following up to reiterate once more, we do not ever obtain rights to our authors books. To clarify, our contracts do not obtain rights to our authors books. This means that the author always retains the rights when we publish the book. The eBook has been deactivated at the printer and distributor we use. We only had an eBook format for your book and not a printed version, though we do provide this service. We have not staked claim to your book on ******, I am truly not sure where the mix up is at. I have attached a letter below to provide to ******, I just need to know who to send it over to. Thanks, Consumer Response /* (4200, 30, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Ms. S******, April, 13, 2022 The reason I do not accept Corey M*** C*****'s letter, is because it is incomplete. Furthermore, I do not accept the proposal set out by Salem/Xulon because this case is still exactly where it was when I opened it in December 2021. In other words, (the work in question) the e-book I compensated Salem/Xulon to create, (using the text and illustrations from my previously published work), is still available, for sale, on ******, ***** Books, KOBO, B&N and various other internet sites. I cannot place my newly formatted e-book on any of the mentioned e-commerce websites until the Salem version has been removed from the marketplace. Since Salem agrees that they have no distribution rights to my work and I have terminated my distribution agreement with them; I should be able to get my newly formatted e-book back into the marketplace, but I am prevented from doing so by the Salem version still being available. More Simply put, with the ASIN ****** identifying number retired or re-established with me as the owner of that ASIN number; the process of reentering the main marketplace (******) would be relatively easy. Allow me to reiterate: no e-book requires an ISBN number. The notion of my ISBN number being applied to my e-book was first mentioned by Salem employee, Rachael M********* Author Representative Salem Author Services. It was Ms. M********* who also suggested, Ingram had printed copies of my title, an accusation I had debunked through my correspondence with Ingram's legal department. The issue is not and never has been with the e-book edition of my work needing an ISBN number for publication. However, Corey M*** C*****'s letter states, "The e-book has been deactivated at the printer and the distributor we use." This statement makes no sense due to obvious the fact, e-books are never printed. The letter clearly states, "the distributor we use". This statement causes me to think that there is a third party involved and that party might be responsible for the confusion. Corey M*** C*****'s generic note also spells out the ISBN facts, but her letter does not address the ownership of the e-book and its placement and distribution in the marketplace of any e-commerce website. How to express the complexity of attempting to do business with any of the internet's marketplaces will be demonstrated by the attached screenshots. The first incident in point occurred on 04/11/22, when I attempted to process a price change for the e-book on ******. You will see in the first screenshot that I am recognized by my company name, **************************at ******. In the upper right-hand header, **************************is listed as the publisher for both the print version, and for the e-book on ******. The screenshot clearly shows **************************is the publisher but once the ****** Identifier number is added into the equation (ASIN- **********), I am warned, in RED LETTERS, - This is not my account. I can only ask with puzzlement, "HOW CAN THAT BE?" If ****** thinks that I (*************************) is not the account holder for the ASIN number... then that brings up several very serious and disturbing questions: Since I am listed at the top of the screenshot as **************************and **************************is the account holder for the print book and e-book and Salem says, I own the rights and they have no hold on the e-book, then who is holding or is responsible for the distribution and possibly other rights to the e-book? Since Salem is the only party I have ever allowed any control over my work and Salem has not yet reveled who is responsible for the distribution rights it forces me to inquire; how did Salem misplace or entirely lose the distribution rights? Or is it that is Salem flat out not relinquishing the publishing rights by acting naïve? Whatever Salem's answer, it should be abundantly clear that Salem is disguising there would-be-cooperation when in fact they are either holding the rights ransom or perhaps have sold them to a third party? Another important point of contention, if Corey M*** C**** was truly sincere in her desire to help, she would have written her letter to me on company stationery that is embossed with Salem's letterhead--- instead of a blank piece of paper with, "to whom it may concern" it should have been addressed it to ****** Legal Department, with CC-- ***** legal, *********************** and the other major e-commerce players. The letter itself should have been addressed to *************************, **** ***** President. In closing I hope you at the BBB will see that I have been digging to find the real reasons behind the difficulties I've encountered with ******, the e-commerce world and with Salem. I also hope that everyone understands that I just want to go back to work with my intellectual property. To everyone at the BBB and Salem, thank you very kindly for taking the time to read and absorb what I have sent you today and helping me see this difficult situation through to a successful end. I am always available to answer any questions you might have. **** ***** - Author President - *************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been an author with Xulon for about 2 years and never received one penny in royalties. I have seen money on my royalties page but never received one dime. With the new year royalties have disappeared now showing 0. I have called about this with no response in 3 weeks. My name is ******* ****** and my book is "*********************************************

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/03) */ Hi there, I am so sorry for the challenges you've faced with getting your royalty payments situated. I see on the account there was no W-9 on file at the time of this writing but since that time you've been in contact with one of our representatives who was able to get your W-9 form completed and sent for processing. Please let us know if there is anything else you need help with.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello Better Business Bureau. My publisher, Xulon Press based out in Florida has been an absolute nightmare working with them. I have been chasing after their services since the end of October. Publishing a book should be a very happy experience for an author but the company I've been working with is not doing their part. It takes several weeks to even get a reply from my book representative, Elizabeth ******** my calls go directly to voicemail and when she does reply, it's an automatic email and my calls are never answered. The last direct information I received from her was the release date which I was told would be the first of January. Today is now the 13th. Attached is the email I sent to Xulon press today about their "customer service". It's been a stressful couple of hours and I won't spend any more energy cleaning it out for the purpose of this official complaint. so here's the email Xulon Press received from me on January 13th, 2022. ​" I'm giving myself permission to get in my flesh here to say this: Screw all of you!! Screw your company. I have left VMs, called again and again, and Ms. Elizabeth ******** my book representative does not have the decency to call or reply to emails. I have an event in 3 weeks and I can't get any answers about my book. The host keeps asking me when they can order the book. I'm embarrassed because I can't give her an answer. (I original told the host the book could be purchased on the 1st, but today is the 13th and still no book). This is supposed to be a happy time in my life, but your **** service has made it a nightmare for me. I will report Xulon to the Better business bureau. Every call I have made has gone to voicemail to each and every last one of you. XULON PRESS! YOU ARE A ****** COMPANY!!!! Shame on you for calling yourself a Christian company. ***** *******

  Business response

  03/15/2022

  Business Response /* (1000, 10, 2022/02/17) */ This complaint was brought to our attention via email as well and was immediately escalated to our management team to review. In the process, the author's assigned representative prioritized the author's issues and started working to resolve them right away. As of this past Monday, it appears all of the challenges have been resolved and we are just so sorry that it took things getting to this point. That is not at all the standard of service we believe in. Please let us know if there are any other challenges as we are happy to assist.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been officially waiting to receive my royalty payment for almost 6 months, when it was supposed to arrive within 6-8 weeks. I published my book in October of 2020. I was told that my royalty check was mailed to my home address on June 30, 2021, and that it would take about 6-8 weeks for arrival. I have informed delivery with USPS, so I'm able to see every article of mail that is arriving at my home before it gets there- I NEVER RECEIVED ANYTHING EVEN VAGUELY RESEMBLING A CHECK. The company verified my mailing address, and told me to give it a couple more weeks to arrive. By August 30th, I still had not received my check, so I requested a stop payment and that the payment be re-issued and direct deposited into my account. My account rep, Corey ******* informed me that the request for my reissued payment was processed on September 13, 2021, and that I should expect the payment within 6 weeks. It is now going on 13 weeks, and I have not received my payment from Xulon. On top of not receiving my money, trying to get in touch with someone in accounting to find out what is taking so long is impossible. The account rep, Corey, said that he sent through a request for an update on November 14th. As of December 3rd, Corey said he had not heard anything from accounting about an update. Corey said he was contacting his manager (another nameless person) "to possibly help with this", and that is the last that I heard from anyone. I gave them a week with no contact to see if someone would at least reach out to let me know they were working on the issue and concerned about what's happening, but I heard nothing. I contacted them again today, November 13th, to which I have received no response. I usually contact the company weekly (sometimes 2-3 times a week) because they don't return emails consistently. It concerns me that this company had no problems taking my money to publish and promote my book, but when it comes time to pay me what I'm due, there has constant issues.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/20) */ Hello there, We are terribly sorry for the inconvenience this has caused. I have escalated the issue with our accounting team and am working to get to the bottom of this. I will follow up directly with the author and on this thread if applicable. Thanks! Consumer Response /* (3000, 7, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that this was going to be "escalated" to the accounting department in October, and nothing ever happened. I sent a follow up email to Corey ****** on December 10th, requesting an update, but I never heard back from him. So, I sent another email and copied Jaclyn and Sandy from my team on December 16th, and I have still not been contacted by anyone from the company. I gave them ample time to respond directly to me and no one ever did. Yet, they respond to the BBB that they will follow up with me directly. Unfortunately, this company has shown that I cannot trust their responses. I'll believe that they honor their word when they get this resolved completely. Complaint Response Date bumped because: Holiday Consumer Response /* (2000, 9, 2021/12/31) */ I received a check in the mail for my initial royalty payment. Although I was told by the company that this payment was going to be direct deposited into my account 4 months ago, I'm grateful to have finally received the payment. It's sad that it was necessary to file a complaint like this in order to finally get some results. Unfortunately, my faith in this company is gone- I will not be doing any further business with them and would recommend that others follow suit.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Royalty payment not received. Project Id: XXXXXX . Name of the book : Bible verse for the day (Binoy ******) This is to express my deep regret in choosing Xulon press as my publisher. I have not received my royalty payment yet. They do not return phone calls or emails. Whenever asked the reason they would state is that they are understaffed and are hiring more people so it will get better. All phone calls go to voicemails and voicemails are never returned. There was a time where I had to keep calling and emailing them for 3 weeks to be able to receive a response from them. I was initially informed that the payment for my book would be deposited in June 2021. I haven't received it yet. I have been asking them and all they say is "next couple of weeks". I haven't received a reply for the last email that we sent on the 27th of July 2021, regarding the status of our payment and we have given up calling or emailing them. In our last communication email, we requested our author representative to check with the accounting department to which we have never received an answer till date. Our association with Xulon has been a very big disappointment. We will not recommend Xulon to anybody else. I request BBB to please help us get our payment.

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/12/20) */ Hello there, I hope this finds you well. I have brought this matter up with our accounting team to get to the bottom of this. Our records show the direct deposit was initiated on June 30th so I am trying to determine what happened after that point. As soon as I have a response back from accounting I will follow up with the author directly and on this thread if applicable. Consumer Response /* (3000, 10, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We haven't received the deposit from Xulon. Can Xulon provide us with the payment details and the amount deposited as claimed. What do they have to say about not responding to our numerous phone calls or emails? Complaint Response Date bumped because: Holiday Business Response /* (4000, 13, 2021/12/22) */ Hi there, I am happy to report that the author's royalty check was delivered to their address on file this evening. We have reported back to the author about this as well with tracking information and a sincere apology for the delay. Consumer Response /* (2000, 14, 2021/12/30) */ We have received the royalty check. Please close the case. Thank you for your help.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had used Xulon as my publishing company for several years but have recently found another publisher. I had contacted Xulon several months ago that i would not renew my contract with them, which was due at that time. My new publisher has found he cannot list my book with Amazon Kindle because Xulon has not relinquished their rights. I have contacted Xulon using four different phone numbers that are listed, as well as writing an email. They seem to be unreachable and having my book listed in Amazon is of the utmost importance.

  Business response

  12/09/2021

  Business Response /* (1000, 8, 2021/11/22) */ Hello there, It looks as though your termination request was sent to your representative on 11/02/21 and was terminated that day. In reviewing your book on ******, I see the new publisher is reflected there. Thank you and best of luck in your future endeavors!

*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. ↩