ComplaintsforExcel Book Writing

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Excel Book Writing to edit, proofread among other services that is mentioned in email correspondence file attached (Dec. 20th email). They were expected to work within the Designrr Platform where I created my eBook and deliver the finished product there. Prior to making agreement, The Senior Manager, **** confirmed that they are able to work within any platform. I accepted and sign agreement. Before they start any work the Project Manager ******* also verified that they are able to work within the Designrr platform. After some going back and forth in email correspondence, they stated that since they are unable to work within the Designrr platform (see their email Dec 20) they will refund my money.I have been getting run around since then as you note in the email correspondence file attached.

  

  Business response

  02/13/2024

  We respectfully urge the Better Business Bureau to consider closing this complaint, as the terms of
  working exclusively in MS **** and PDF formats were clearly communicated and accepted by the client.
  Upon receiving the entire edited book in PDF format, the sudden demand for project termination and a
  refund raises concerns about potentially deceptive practices aimed at obtaining a refund after the work
  has been completed. Despite prior advisement that only MS **** or PDF formats were feasible, the client
  proceeded with the project under these conditions. However, after Excel Book Writing invested
  considerable resources into editing the book, the client's abrupt reversal to demand a refund is perplexing.
  Additionally, the client still has an outstanding balance of $500.00, yet instead of settling this amount
  upon completion of the work, they are insisting on a refund, which appears illogical.
  It's worth noting that Excel Book Writing has operated with integrity for over a decade, adhering to
  principles of honesty and transparency with our clients. Our commitment to providing clear and accurate
  guidance on all aspects of their projects has been fundamental to our longstanding success in the industry.
  We remain dedicated to upholding these principles in all our dealings with clients, ensuring trust and
  satisfaction throughout the project lifecycle

  

  Business response

  02/14/2024

  Here is the response for the mentioned complaint.
   
  Regards,
  *********************
  Head Of Operations 

  Customer response

  02/19/2024

   
  Complaint: 21195118
  
  I am rejecting this response because:

  I have attached a word document fie above in response to Vendor.
  
  Sincerely,
  
  *******************************

  

  Business response

  02/21/2024

  In response to the client's allegations regarding our commitment, Excel Book Writing would like to
  reaffirm our dedication to honoring every promise made to our clients. A refund was indeed offered to
  the client when it became apparent that their book could not be edited on the DesignRR platform. During
  a subsequent phone call, our senior consultant, Mr. ********************** reiterated this offer, specifically
  addressing the $500.00 upfront payment. However, during the same conversation, the client himself
  expressed satisfaction with receiving a draft in PDF format. This exchange was outlined in our initial
  response, complete with a timestamp of the call, and we are prepared to provide the recording upon
  request.
  Once the client indicated their satisfaction with a PDF format, Excel Book Writing proceeded with the
  editing process. Now that the entire book has been edited, offering a refund is not feasible, as significant
  resources were allocated to completing the editing.
  Additionally, the client has accused Excel Book Writing of being deceptive, citing poor record-keeping.
  However, it is the client who is distorting their own statements. In their initial complaints, the client
  focused solely on issues with the DesignRR platform, with no mention of the edits made to their
  manuscript. Now, faced with evidence that they consented to work on the platform and accepted edits in
  a PDF format, the client is changing their narrative. Unfortunately, Excel Book Writing is bound by
  confidentiality agreements and cannot provide the edited manuscript to BBB.
  Furthermore, the client claims that Excel Book Writing took his manuscript from DesignRR platform
  without his permission, as it was not a condition of the project. However, it was the client himself who
  granted access to the DesignRR platform, where the eBook was stored, and consented to accept the edits
  in PDF format. Given this consent, it was necessary to download or copy the manuscript for editing
  purposes. The decision to proceed with edits was made only after the client confirmed their satisfaction
  with receiving the edits in PDF format during the aforementioned call. It appears that the client is
  leveraging the limitations of the BBB portal, as attachments cannot be uploaded, to their advantage. We
  have included screenshots of email exchanges in this document, demonstrating the client's provision of
  DesignRR platform credentials. Please note that the latest email trail in this document is dated December
  20, 2023, and the referenced phone call occurred on December 21, 2023.

  Customer response

  02/27/2024

   
  Complaint: 21195118
  
  I am rejecting this response because:

  Please note my comments in the attached PDF file.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  so i sign a contract with the excel writing in ******* so i pay the first 500 dollars when i had a credit card now when i didn't have the money they kept calling me and asking me when i will be able to pay for it, well when Just Today: I did get money finally i call them and them I wanted to pay well we did try to pay that didnt work we did over a couple of dozen time then they told me i need to go to the bank and ask if I could tranfer money to canda well finding out the bank did tell me we do think it was a scam and they told me not to pick up there phone calls anymore but the person did talk to the banker and she even ask that person how can we send the money but the person replied just send us the money these guys needs to be put out of business for good

  

  Business response

  02/02/2024

  We respectfully request that the Better Business Bureau consider the closure of this complaint. The client's
  preferred resolution, as stated in this complaint, is to be contacted by the business and Excel Book Writing
  is fully committed to engaging with the client to address and complete his project satisfactorily. However,
  the client's decision to escalate the matter to the Better Business Bureau is perplexing,, as he did not
  express any concerns or skepticism regarding the payment process with his project manager. Making
  Unverified claims on this esteemed platform appear baseless. If the client encountered difficulties with
  his credit card during the final payment, it was due to a bank hold that he couldn't resolve. Despite
  Despite numerous attempts to process the payment, the merchant unfortunately blocked the card. Excel Book
  Writing remains dedicated to upholding 100% transparency with our clients regarding financial matters
  and the services we provide

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $5000 to Excel for a package that included book cover, SEO, Website, and social media and have received only one book cover idea that was clipart of a little girl on a prairie when my book is about a grown stepmother living in the suburbs of *******. I responded immediately and received the same clipart cover the second time around. I immediately took them up on their satisfaction guarantee and asked them to provide a partial refund and we would part ways. I've asked for $3000 of the $5000 which was incredibly fair considering they didn't provide any work product. They have avoided me for almost 5 months and finally emailed me today that they would not give me any money back. They have my $5000 and I don't have the products promised or guaranteed would be to my satisfaction. Please help me get my partial refund. I think asking for only $3000 allowing them to keep $2000 for doing nothing is extremely fair. I also thought they were located in *****************, specifically ******* . That was told to me on the first day we spoke but now I don't believe that to be true. I hope you can help me.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: September 21, 2022 Amount paid to Business: September 26, 2022 $2500. and October 28, 2022 $5000. US$What the business commit to provide: PLEASE SEE UPLOADED DOCUMENTS Nature of **************** breached contract twice, and is REFUSING to reimburse me my money as specified in contract and on their website, 100% SATISFACTION OR 100% MONEY BACK GUARANTEE! I NO longer have TRUST in this company's ability to follow thru on the contract they provided?Basically they told me to continue with them of TOO BAD...So Sad. I also have all the emails and voice recordings.To my knowledge there has been nothing done regarding, the "Service Agreement" for the five thousand dollars!I have lost revenue from promoting this book, however, I am not looking for reimbersement, just only for the monies that I invested in this book as outlined in the Contract.

  

  Business response

  01/15/2024

  We respectfully request the Better Business Bureau (BBB) to consider dismissing this complaint on the grounds of its lack of merit. The client explicitly states in the complaint, "To my knowledge, there has There has been nothing done regarding the 'Service Agreement' for the five thousand dollars!" Notably, the client's project has not progressed to a stage where any marketing initiatives can be initiated. The marketing phase for a book typically commences when it is in the publication stages and this was already explained to the client at the time of signing up. However, in this case, the client opted to terminate the project midway.
  
  Our most recent documented interaction with the client concerning their project took place on October 12, 2023, during which some illustrations were shared.Subsequent to this exchange, the client ceased communication, re-emerging in December with a request for a full refund on the entire project. The client's motivation for seeking a refund stems from their discovery of a more cost-effective service package elsewhere, prompting a desire to continue with the alternative provider. This circumstance unequivocally points to a change of mind.
  
  To substantiate our position, we have provided screenshots of our website's Terms and Conditions, clearly articulating that any instance of a change of mind or a client being unresponsive for more than 10 working days on their registered email address automatically disqualifies them from any sort of refunds.which the client was aware of and agrred to on the time of sign up 
  
  It's important to highlight that Excel Book Writing has a substantial client base. base, with numerous satisfied clients attesting to our adherence to project timelines. The tactics employed by this particular client to terminate the project prematurely and then employ the Better Business Bureau as a means to demand a refund are inconsistent with the experiences of our other clients. We appreciate the BBB's attention to this matter and trust that a fair assessment will be made.

  Customer response

  01/21/2024

   
  Complaint: 21112454
  
  I am rejecting this response because: In response to Excel's claim that this matter, "Has no merit". The issue still comes down to the fact the Excel didn't meet the due dates agreed upon and promised by Excel, for both Christmas 2022 and 2023. This is the "Breach of Contract", to where the root of the issue lies. I have not argued that Excel, hasn't provided me with a completed manuscript, but hasn't been translated into French as per the contract. All stated platforms, eg: e-book, hard/soft covered books and the Audio book, have not been put forth. I have approved so far 6 illustrations, but after numerous hour long conversations, being explicit in what I was looking for, was sent illustrations that were not as discusses, This, in my opinion is a problem on Excel's part not mine and I feel that, any cost obtain is their cost as the people speaking to me either ignored  what the conversations consisted of, even when re-explained as well as having actual photographs to use as reference. I have never indicated to Excel, that I have found another publisher and/or company, that can do the work at a cheaper rate, this is total fabrication on Excel's part. I have called Excel, at least 25 time since September 15th, 2023, and even on one occasion , using another persons phone, as they were not picking up my calls, but picked up when I called from another phone. From October, I had been passed on to two other assigned project managers and when I insisted of a refund, I was told that it had to go thru their refund  department. This seems to be Excel's, "Mode of operations", to either ignore the client or pass them on to someone else to deal with, while trying to make it appear that it is the client that is at fault. Therefore, not taking responsibility, for any thing they say or do. 

  I am willing to forego the $2500.00, for work completed, including any or all illustrations, even ones that I have not seen as yet, However, due to my past and present treatment with Excel staff/management, I am not willing to part with the $5000.00, as I have told them, "I no longer trust or have faith in their company". I had even stated to Excel, that if they returned my money, I would set up a "Escrol Account", until they completed the agreed contract. I felt that under the circumstances, this was prudent and reasonable, to which Excel replied with a flat NO! I said to Excel, "If you stand behind what you say...why not"

  Excel sent you documents that were highlighted, I can honestly stated, I have never seen these documents before?. The only documents that I posess are the contract and the service agreement.
  Sincerely,
  
  ***********************************

  

  Business response

  02/02/2024

  We respectfully request the closure of the complaint filed with the Better Business Bureau. Our
  understanding of the situation prompts ** to believe that the client's demand for a refund may stem from
  the completion of a significant portion of their project or the engagement of another company to take
  over. It is crucial to note that both circumstances disqualify the client from being eligible for any refund.
  Throughout the project, Excel Book Writing has invested valuable resources and effort to ensure its
  successful execution. The sudden request for a refund, particularly as the project nears completion, and
  the use of the BBB platform for this purpose, reflects a level of professionalism that is not in alignment
  with our standards.
  Excel Book Writing remains committed to delivering exceptional service, evident in the numerous projects
  we have successfully completed to the satisfaction of our clients, as reflected in their reviews and
  testimonials on various consumer platforms. We are here to address any concerns and work towards a
  resolution that aligns with our commitment to excellence

  Customer response

  02/04/2024

   
  Complaint: 21112454
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer response

  02/07/2024

  Complaint: 21112454
  
  I am rejecting this response because: As per our conversation today February 7th, **** at 2:11pm, I am resubmitting my response, that didn't upload on Sunday February 4th, ****? Thank you for your assistance with this matter.
  
  Sincerely,
  
  ****************************************;

  

  Business response

  02/09/2024

  We appreciate the opportunity to address the concerns you've raised and provide clarity on the matters at hand.
  
  First and foremost, it's important to clarify the terms of the initial agreement. The agreement stipulated that the book would be ready for publication before Christmas of 2022. Nowhere in the agreement was it specified that this deadline coincided with the Christmas season, which typically begins in October in ******. Additionally, there was no explicit agreement that Excel Book Writing would complete the book before the October 2023 Christmas season. The agreed-upon timeframe simply aimed for the book's readiness before Christmas of 2023, without a specific date. Regarding the project timeline, Excel Book Writing was well on track to complete all illustrations by the beginning of December 2023 had the client not ceased communication in October of the previous year. Regarding additional services such as the French book, audio book, or ISBN number, it's essential to recognize that these tasks cannot be completed simultaneously. It is necessary to wait for the book's publication before commencing secondary services. Attempting to deliver multiple services simultaneously would likely result in confusion for the client when it comes to distinguishing between each service.
  
  Regarding the assertion made by the client that this case should have been handled by Excels refund department, we would like to clarify that it was indeed addressed by our refund department. Correspondence was sent to the client, indicating that they do not qualify for a refund once the project has exceeded 50% completion. Furthermore, the client requested a detailed breakdown of how the initial payment of USD **** was utilized. It is important to inform both the client and BBB that Excel Book Writing is not obligated to provide a budget breakdown, as all work and resources utilized in this project are the property of Excel Book Writing and were not outsourced.
  
  If the client had firmly requested a refund before Christmas of 2022, we would have been more inclined to accommodate such a request. However, after more than a year of back-and-forth revisions and significant resource allocation to the project, it is unreasonable for the client to suddenly demand a refund. Excel Book Writing is a business entity, and while we allocate our resources to projects, we also require cooperation from clients. The client agreed to an extension until Christmas 2023, and attempting to twist this agreement to coincide with the Christmas season starting in October in ****** is not justified.
  
  In conclusion, it's important to address the client's request for a $5000 refund simply because he hasn't witnessed his marketing efforts yet. The client's cooperation in seeing his book through to publication should be duly noted. If the book had been published by December 2023 as planned, the client would have been reviewing his other services by now such as subsequent social media calendars, the French version of his book etc. If the client persists in discontinuing these efforts, it signifies a change of mind, rendering him ineligible for any refund.
  
  Excel Book Writing upholds principles of honesty and integrity and does not engage in deceptive practices or mishandle clients' finances. With over a decade of experience in the industry, we have earned a reputation for reliability and professionalism. If our business practices were questionable, we wouldn't have sustained success over such a significant period.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with Excel book writing on January 13th 2022. I paid $2,000 for the basic package. they insisted with lots of marketing pressure that i needed to upgrade to other packages. i paid another $4000 On April 6th, 2022 for a book trailer and website that has not been completed for nearly two year now. On August 5th 2022 I paid another $1,000 for Amazon Hardcover Integration in which they wanted to charge me again to have amazon store hardcover book in their warehouse in which amazon does not store any book they print on demand. On October 14, 2022 I paid another $1000 for an Audio book, press release, and college advertisement. I have not gotton any audio book. I consulted several professional book publishing companies and they mentioned that it does not take two years to produce an audio book. On April 4th, 2023 I paid another $1,000 to have my book translated in spanish. I have not gotton any update on this.I am asking for my refund. I am so afraid that after two of not completing my project I am not going to get my project done. I've lost many of my customers and opportunity because I made promises i could not keep due to the long delay of two years.I know your office has been established to protect people like myself and others from companies like this. Many others have complained to your office about this company.Please help me in this matter, I really need you to serve me justice.Thank you

  

  Business response

  01/15/2024

  We kindly request the Better Business Bureau (BBB) to thoroughly review and consider dismissing the present complaint due to its evident lack of merit. The client's collaboration with our company proceeded smoothly until the completion of his book's publication and printing phases. However, following the successful delivery of these services,the client's communication dwindled, resulting in a lapse of project approvals and progress.
  
  It is noteworthy that we have observed a concerning trend where some clients, despite experiencing satisfaction and smooth collaboration during project development, abruptly cease communication, placing the project on hold for an extended period.Subsequently, these clients reappear only to demand a refund, citing non-delivery of services as their rationale. This pattern often coincides with approaches from other companies quoting lower service fees, leading clients to seek refunds to engage with these alternative service providers, exploiting the Better Business Bureau platform as a means of leverage.
  
  To substantiate our stance, we have included screenshots of our website's Terms and Conditions, explicitly stating that any instance of a change of mind or a client being unresponsive for more than 10 working days on their registered email address automatically disqualifies them from any form of refunds.
  
  Excel Book Writing has proudly served in the industry for over a decade, earning a stellar reputation for the quality of our work. The testimonials and reviews from our esteemed clients attest to our commitment to excellence and the value we bring to our projects.We appreciate the BBB's attention to this matter and are confident in a fair assessment of the situation.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Excel because they are ghostwriters and I wanted them to write my book.i paid them $4,500 dollars.They wrote a contract for me and they did not come through like they said they would. They told me my book would be finished within 5 months. I kept having problems with them making dozens of mistakes and keeping appointments with me. They would call me and record my chapters.I would sit and wait sometimes for them to call me and they would not call. I called BBB before I paid them to see if the were ok. BBB said they had no complaints so I moved forward. I also checked with their website to see if there were any complaints. Their seemed not to be any. Now they have a lot of complaints against them. If you could help me to get them to refund my money I would deeply appreciate it. I am a senior citizen and I really need to get my money back since they broke the contract. Thank you

  

  Business response

  11/24/2023

  We respectfully urge the Better Business Bureau (BBB) to assess the merit of this complaint and consider its closure, as it lacks a substantive foundation. The client, who initially engaged with our services in February 2022, maintained sporadic communication for a period of only six months. Notably, throughout this duration, the client never articulated any inclination towards seeking a refund from Excel Book Writing. It is noteworthy that the decision to approach the BBB is belated,manifesting only after a considerable lapse of time, seemingly driven by a newfound desire for a monetary reimbursement.
  
  Our company has diligently articulated its refund policy, transparently accessible on our official website. The client's request for a refund, articulated over *********************************************************************************** a scenario where many companies might choose to discontinue a project, Excel Book Writing,dedicated to client satisfaction, remains committed to the ongoing project.However, a refund at this juncture is regrettably unfeasible in adherence to our established policies and the extenuating circumstances surrounding the request.

  Customer response

  11/27/2023

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

  Customer response

  12/07/2023

   
  Complaint: 20901041
  
  I am rejecting this response because:I asked for my money back after 5 months. They told me to wait a year and if it wasn't ready they would give me a 100% refund. My year was up March of 2023 and they never fulfilled the contract. 
  
  If you can help me in anyway I would  appreciate it. 
  
  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/07/2023

  This complaint was resolved as client was informed that she does not qualify for a refund which she understood and even **** this current complaint as resolved further more as the client has been shown clearly that Excel Book Writing does not issue refunds on project that were delayed by client We are completely transparent with our policy on our website and assure every new client that we will do everything in our power to offer you the best of services ****************************** is using this complaint to try and hurt our online reputation. However, we stand firm on this resolutions that she does not Qualify for a 100% money back 

  Customer response

  12/11/2023

   
  Complaint: 20901041
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I PAID ********************* ***** dollars to write my book. He told me the book would written in 5 months. When it wasn't i called ********************* and ask him for a refund. He ask me to give them 1 year and if it wasn't written he would give me a 100% refund. He put me with project manager ****** first.she was making a lot mistakes and not calling or texting when she said she would. I ask for another project manager. The put me with *****, which did the same thing over and over. He even told me that he talked to his mother about it and he said write the book, that's what I was paying them for. There was many many mistakes and lack of communication.. I just want my money back. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company continues to promise to fulfill its contract (when we can reach someone there) but never has lifted a finger to do it. They are fraudulent in their claim to send 50 copies of my book. I have yet to receive even one of the said copies. The contract calls for them to deliver the books. They have not. I have traded emails for months and months and occasionally got a phone call during which they have attempted to assure me they will comply with their contract. They have lied over and over about the printing from the beginning of our relationship. I would like them to be held accountable for the contract I signed.They answered a review I submitted (on the BBB website) in September of 2023 with more lies - assuring me they had sent my books. We haven't even gotten a phone call or email from them since then, and no books are forthcoming, as far as I can see. Instead of the books, I would accept a refund of $4500.00 to print and promote my book without them since they are in breach of contract.

  

  Business response

  11/20/2023

  We respectfully request the Better Business Bureau (BBB) to consider the closure of this complaint, as
  the client is seeking a refund despite having already received the services in question. The books, having
  undergone the printing process, make a refund for these completed services unfeasible. Addressing the
  client's accusation that Excel Book Writing failed to ship the printed copies, it is essential to note that
  responsibility for this discrepancy lies with the client, who initially provided an inaccurate address. We
  wish to assure you that the printed copies have been diligently re-shipped to the client following
  meticulous repackaging, albeit this process regrettably incurred some additional time. An electronic
  receipt screenshot is provided herewith, and a tracking number can be furnished in the coming days for
  further verification.
  Excel Book Writing remains committed to ethical business practices, steadfast in its dedication to
  refraining from any activities that *** wrongfully solicit funds from clients. Our commitment to
  transparency ensures that clients are comprehensively informed about our services, and payments are
  executed exclusively on a voluntary basis information

  Customer response

  11/20/2023

  They simply default to NO COMMUNICATION in their day-to-day business practices. These people are out and out criminals. Never a single attempt by them to satisfy the contract nor communicate effectively with the customer.
  Complaint: ********
  Reply:
  I am rejecting this response because:
  

  Since February 2, 2022, my husband (editor) and I have been dealing with this so-called publishing company, which still doesnt respect the terms of the Contract. We had to use help from a lawyer, and my book was published after ********************************************* 20 months. They still didnt show us where we can see the promotional Calendars. During this long, disastrous telephone/online relationship, they changed my project managers nine times, and everyone was starting over the process. It was an absolute nightmare dealing with the disrespectful treatment of clients, unprofessional approach, and absence of decent business behavior norms. Multiple phone calls with their promises to complete their work always ended with their new lies. Amazon puts a high price on books using qualitative paper. We wont be surprised if it has something to do with the **** inappropriate decision. My husband bought a few for my birthday and family members. Since March 2023, every month, I was promised to receive my 50 hardback copies. Without any embarrassment, they find more and more excuses and lies to convince you of some nonsense. They called and said the printing format was wrong or the hardbacks were sent but reached the incorrect address. Then they called to ask for my mailing address, which they already had. I have never dealt with such scam-type people. I tried to be patient and didnt start any legal steps, giving them a chance to do their job and respect all terms of the Contract. I will have to do it to prevent other clients of unprofessional treatment.
  
  
  Sincerely,
  

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

  

  Business response

  11/22/2023

  EXCEL BOOK WRITINGS COUNTER RESPONSE
  Excel Book Writing would like to issue a counter response to the client's recent communication. Firstly,
  the client asserts that the book took 17 months to be published and the website took 20 months to go
  live. However, it is crucial to note that no specific timeframe for the book's publication was agreed upon
  initially. Additionally, if the client requires multiple revisions to their drafts, it naturally extends the time
  required to compile and republish the final book. The client's emphasis on the 17-month duration
  overlooks the fact that this time was dedicated to ensuring the publication of a high-quality book, free
  from errors. Regarding the website, the client fails to acknowledge the logical sequence of events if the
  book was not ready, launching the website prematurely would have been counterproductive, risking the
  expiration of domain and hosting services.
  The client raises concerns about changes in project management. It is standard practice to replace a
  project manager if they are unable to grasp the intricacies of a project or if they decide to resign. This
  ensures continuity in the client's work, and when a new project manager assumes responsibility, a
  comprehensive project evaluation is necessary to understand its status.
  Issues regarding missed phone calls and communication are addressed by explaining that Excel Book
  Writing manages multiple clients concurrently and adheres to a scheduled weekly call with each client.
  The 50 hardcover copies have been resent, and the client will receive them shortly. Addressing the mailing
  address matter, it is clarified that obtaining updated information from the client is a routine practice to
  maintain accurate documentation.
  Lastly, despite the client's assertion of Excel Book Writing being a scam company, it is highlighted that the
  client paid in advance, has availed over 80% of the services, and continues to receive ongoing support.
  While a legitimate business might pursue legal action for defamation, Excel Book Writing remains
  committed to a customer-centric approach, opting not to take legal measures and instead focusing on
  delivering services with excellence

  Customer response

  11/25/2023

   
  Complaint: 20848609
  
  I am rejecting this response because:

  While it is true there was never an agreed upon date for completion of the project this was due to the recalcitrance of the publisher to ever furnish one. The book was completed in November of 2022 - no further editing was requested since that date - one year ago. Since that date there's been nothing but excuses and false promises offered to the customer. I allowed the publisher to take weeks (which inevitably led to months where emails and phone calls were outright ignored until an attorney was included in the discussion) to even offer us updated information or answer inquiries on the project status. They are the ones who would not answer phone calls or emails. We never had a contact we could count on for more than a single week - in most cases the discussions we had ended there, that day, at the end of the individual conversation. Most of the time we never heard from them again concerning their promised follow up. The next time we spoke to someone it was like the previous conversation never took place. Delay, deflect and distort was their order of business. The "manager" (nine of them in all) disappeared shortly after making THEIR version of famous false promises. Never to be heard from again despite (always) after guarantees were made to furnish the requested information. *********************** briefly reappeared and made some more promises but then disappeared himself and has not been heard from again. Nothing promised was never forthcoming. We were always ignored until the attorney was copied into subsequent communications. The bitter truth is every complaint the company has cited concerning our behavior and lack of knowledge of the intricacies of the publishing business is pure projection on their part, and in truth, reflects their own behavior and lack of consideration for the client. When it comes to hard cash needing to be spent to print the books as promised by the contract - only excuses and lip service were spent as far as I can tell. I'll see if the books were resent as they have recently stated. Excel was never given an incorrect address by me. They are liars with this statement - see attached screenshot from April 6, 2022. This is a pathetic excuse, acting as though THEY are being defamed. Just take a look at what so many of their other customers are saying about them which, more or less, roughly echo my experiences. My wish has always been that they do the job they were contracted to do. All it would have taken over the last year was for the publisher to show concrete proof of their alleged actions concerning shipment of the fifty hardback books they are contracted to provide. Nowhere in any of their correspondences is any such proof. Even here in our correspondences with the Better Business Bureau, while defending themselves against our allegations - nothing lending to the veracity of their words exists. I am forced, then, to conclude these are only words. I am prepared to believe them even now. Just give me the proof they ever sent the books. Give me the proof they resent the books.  I no longer believe a word they utter from their many mouths of deceit.
  

  Sincerely and respectfully (and with sincere thanks for any efforts that could finally yield results from this company),
  
  *********************

  Customer response

  12/04/2023

  Better Business Bureau:
  
  The publisher has sent the books to me as requested. Thank you for your efforts to assist me. 

  Sincerely,
  
  *********************; 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Excel Book Writing back in January of 2023 to help me with my children's book. I signed two contracts with them. The first one was for "Book Writing Services" for which I paid $3000.00. The second one was an ******************* Agreement" for which I paid $5000.00. I also made a separate purchase to have an audiobook done for $500.00. The company did get my book done very slowly and painfully, but they failed to deliver anything for my advanced marketing agreement for which I paid $5000.00 to have my book marketed. They have agreed to give my money back and said I will be getting my money back, but it has been 8 weeks since they initially agreed to do so. They have not called me or emailed me for the past two weeks. There are also certain items from my initial Book Writing Services contract that they have not given me, including 15 hardcover copies of my book and a 60-second ******* video I can post to market the book. They created a website for me as part of the initial "Book Writing Services" agreement and it also does not work in terms of linking to social media and Amazon or being able to purchase a book on the website. I have not received an audiobook. All in all, this company has failed to do any of the work for the advanced marketing agreement or the audiobook for which they owe me in total $5500.00. They have been a nightmare to work with and won't even return my calls at this point. My points of contacts are ************************* and ******* (I don't recall his last name and I don't have anything written down). I signed the initial ****************** Agreement with ***********************. I also have an audio recording with ****** stating I could get my money back if at any time I am unsatisfied. I have multiple phone recordings with ******* and ****** stating I will be getting my money back, but now they won't talk to me.

  

  Business response

  10/25/2023

  We appreciate the opportunity to address the client's recent comments. It is important to note that the creation of an Illustration book, marked by its intricate characters and precise illustrations, does indeed require a thoughtful investment of time. Although this process may have taken longer than anticipated, it ultimately resulted in a final product that received the client's approval before being advanced to our publication department.
  
  Regarding the client's assertion that ****************** services were not delivered, we would like to clarify that the initiation of the client's social media postings is an integral part of our marketing services. For the client's reference, the links to her social media profiles have been thoughtfully included below for verification.
  
  Additionally, the printed copies, included as part of the marketing package, were not dispatched to the client due to her request to discontinue the marketing services. We would like to draw attention to the ***** second video trailer, which has been shared with the client and can be reissued upon her request, coordinated by our project manager. As for the audiobook, its progress was temporarily halted in accordance with the client's desire to pursue a refund.
  
  We assure the client that her refund is presently undergoing an audit process and will be disbursed within the committed timeframe. Excel Book Writing remains steadfast in its commitment to delivering the highest standards of service and addressing the client's concerns with diligence and transparency.

  Customer response

  10/29/2023

   
  Complaint: 20760001
  
  I am rejecting this response because: I have not received the 15 limited edition hard copies which are a part of the initial writing agreement, NOT the advanced marketing agreement.  I sent this information to ***** and he has not gotten back to me about it.  I also have yet to receive my money back for the advanced marketing agreement or the audio book. I did finally receive the ******* video about my book, but the title of my book is wrong in the video. It is very sad that your company cannot even get the title correct. I am not interested in having the video fixed. I just want the books you promised to me in my initial contract, and I want my money back for the advanced marketing agreement and the audio book. Once I receive the 15 copies and my money back, I will accept your response.  
  
  Sincerely,
  
  *******************************************

  

  Business response

  10/31/2023

  We would like to offer a considered response to the feedback provided by the client. We acknowledge that there appeared to be some confusion regarding the provision of printed copies of the book. The individual responsible for onboarding the client is no longer with our company, and their records were not readily accessible. Nevertheless, the client was in possession of an agreement that unequivocally specified her entitlement to receive 15 hardcover printed copies of her book.
  
  Our Head of Compliance has already been in direct communication with the client and has given his assurance that he will address the matter of printed copies once the current backlog of printing orders has been resolved. We must acknowledge that certain uncertainties arose, primarily because the person who previously managed the client's project is no longer affiliated with Excel Book Writing. Consequently, it was our Head of Compliance who shared the video trailer file with the client and even sought her input via email to address any concerns related to the video file. It is with disappointment that we note the client's accusation of an incorrect name attribution, when the file shared with her was not the final version.
  
  In the coming weeks, we intend to provide the client with a sample of the printed copy. Upon her approval, the remaining copies will be expeditiously dispatched. For your reference, we have attached a screenshot of the email exchange wherein the video trailer file was shared with the client.

  Customer response

  12/06/2023

   
  Complaint: 20760001
  
  I am rejecting this response because:Hello,
  My name is *******************************************. I would like to request that my case be reopened with Excel Book Writing. 
  Re: ID # ********- **********************
  Back when I made the initial complaint, I did not receive a secondary email stating that excel had responded to my rejection complaint and therefore the case was closed after the 7 business days. I decided I would wait to reopen it, because excel book writing had promised to do the things I asked. It has been an additional 5 weeks since they last responded to the BBB, and I still have not received the 15 books or my money back from the advanced marketing agreement and audio book. I have an additional documentation they gave me stating they will in fact be giving me my money back. I signed it on October 24th and sent it back that day via email. I will attach that document to this email. They told me I would have my money back no later than 90 days after my initial complaint to them, which was August 18, 2023. It has now been 110 days. I spoke with ************************* last week. He said he would have an update for me not later Than Dec 4th. I tried calling him Monday and Tuesday this week and he is out of the office. I asked to speak with ****************************** ***** tells me is the person that gives the final go ahead to release the funds back to me. I was told on Monday and Tuesday that ************ would call me back, but he did not. I am appalled at the lack of communication and honesty from this company. I ask that you please help me. 

  
  Sincerely,
  ***************************;
  
  

  

  Business response

  01/17/2024

  the attachment I have sent you is the response to the complaint kindly please let us know if it can be sent further so that we can mark this concern as resolved.

   

  Customer response

  01/17/2024

   
  Complaint: 20760001
  
  I am rejecting this response because:
  The attachment from your most recent response is inaccurate. The services you state I am disputing are not accurate. I am only disputing the advanced marketing agreement and the audiobook. You also did not attach the screenshots of the email communication where I clearly state my dissatisfaction with having to wait even longer for the refund that is rightfully mine. I don't have any trust that the refund will actually be sent to me, as I have been promised this many times before. This dispute is not going to be closed until I actually receive my money back. You told me 90 days from August 18th, the date I first asked for a refund. It has been 152 days! ********************* told me on December 13th that I would have a tracking number on December 14th with the check being sent. Now it is ******** and I'm being told the check isn't even ready to be sent. The things the staff say at Excel are very misleading and dishonest. I will not consider the matter resolved until I receive the refund. 

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 3, 2023. I contacted Excel Book Writing, via their website to inquire about some book publishing services for a book that I had planned to release on my birthday July 30th, 2023. When I contacted Excel, he assured me that my project would be done by the end of June 2023. After speaking with him, he went over the services that would be completed and the contact information. I paid $1,050, the service price via telephone with a credit card. Towards the end of June 2023. I asked about the completion of the project and was told that it there were some formatting issues, etc. July comes and the book still isn't done so I push the event back for the first time. Sometime during July, ***********************, who was my "sales representative" started offering me promotional packages and telling me how many books I could sale. I told him that I was not interested in spending $10K if I had not even received the FIRST service that I paid for with them. At this point, it seemed that after every phone call or email, he was trying to sell me these packages. August comes and still no books. September came and I told ****** that I needed my books by September 15, for a book launch. He assured me that I would receive them, all 50 but instead, he only sent 10. He sent me 10 books for a book release! I told him to either send the remaining books or issue me a refund for the 40 books. During this time he asked me YET AGAIN about buying this marketing package. I told him that it felt as if they were holding my books hostage, in order to try to make me pay for this marketing package. If I would have purchased the marketing package, I feel I would have received my books sooner. However, after speaking with ****** again, he assured me that I would have the rest of my books by the start of the week, September 25th and I still have not received my books. I asked him for a tracking number so that I can track the delivery and they wont provide me with one. I am asking for a refund of 40 book

  

  Business response

  10/03/2023

  Subject: Request for Resolution: Case ID [********]
  Dear Better Business Bureau ******* & Northern ************** hope this message finds you well. I am writing on behalf of Excel Book Writing regarding the recent complaint filed by our client, ***********************************, Case ID [********].
  We would like to bring to your attention the challenges and delays faced by our client during the course of the project were not due to any major reason but the clients lack of communication and willingness to work on the neccesary requirments the client was informed that the book she is asking for can not be sent until the publication process of the book was not completed whcih she agreed to . Despite these setbacks, our dedicated project manager and the entire team at Excel Book Writing have worked tirelessly to expedite the completion of  *************************************** work and ensure the timely publication of her books.
  We understand the importance of meeting our clients' expectations and have taken every possible measure to address the concerns raised byShandriea ******** As part of our commitment to customer satisfaction, we have fulfilled our contractual obligations by publishing her books online. The following links lead to the Amazon and ****** & ***** listings for *************************************** books:
  Amazon: ************************************************************************************************************************************************************************************************************************************************;
  ****** & *****: **********************************************************************************************************
  It is important to note that *************************************** request for a refund goes against the terms outlined in the contract she signed with our company. We have communicated this to her, and she is fully aware of the contractual obligations. We want to emphasize that the delays experienced were beyond our control and were, in fact, due to circumstances on the client's end.
  In an effort to resolve the matter, we have approached [Client Name] multiple times to discuss a resolution. Unfortunately, she has declined our offers and is now seeking a refund, which is not in line with the agreed-upon terms.
  Enclosed with this email, you will find supporting documents that provide a comprehensive overview of the project timeline, communications, and the fulfillment of our contractual obligations. We kindly request that the Better Business Bureau reviews these documents and marks this case as closed.
  We believe that our company has acted in good faith, and any attempt to refund *********************************** would be a deviation from the agreed-upon terms. We also want to bring to your attention that ***********************;seems to be attempting to use BBB complaints as a means to defame our company and jeopardize relationships with our clients.
  We appreciate your prompt attention to this matter and trust that a fair assessment of the provided documents will result in the closure of this case. If you require any additional information, please do not hesitate to contact us at [Your Contact Information].
  Thank you for your time and understanding.
  Sincerely,
  **********************;

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company tried to rip me off stating they provided services that they do not provide. Giving me a bogus contract that did not include the things they stated they would provide. I did not sign with them but I did asked for my money back in which they lied and said they would refund me the whole **** Of my refund I paid a total of $500 in which they only gave me back $220 They still owe me an **** Of $280 Could you please help me recover the remaining funds of $280

  

  Business response

  09/28/2023

  I hope this email finds you well. I would like to address your concerns regarding the recent issues you encountered with our company, as well as provide an update on the status of your refund.
  I want to express my sincere apologies for the inconvenience and frustration you experienced during this process. It is truly disheartening to hear that you felt our services were misrepresented and that you received a contract that did not align with your expectations. Such an experience is not in line with the values and standards we uphold at our company, and I deeply regret any confusion or dissatisfaction it may have caused you.
  Regarding your refund, I'm pleased to inform you that we have taken the necessary steps to rectify this situation. We understand that you paid a total of $500, and we are committed to refunding you the full amount you are owed. You have already received $220, and the remaining balance of $280 is in the process of being refunded to you. Our finance department has initiated the necessary procedures to expedite this refund, and you can expect to receive it within the next [insert estimated timeframe].
  We understand the importance of a timely resolution, and we are dedicated to ensuring that this matter is swiftly resolved to your satisfaction. Please rest assured that we are taking this matter seriously, and we are committed to making things right for you.
  Once the refund has been processed and you have received the remaining $280, we kindly request that you consider this case closed. We value your feedback and are continually working to improve our processes to prevent such situations from happening in the future.
  If you have any further questions or concerns, please do not hesitate to reach out to our customer support team at [customer support email/phone number]. We are here to assist you every step of the way.
  Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve it. Your satisfaction is important to us, and we are committed to restoring your trust in our company.

*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. ↩