ComplaintsforAuthor Solutions, LLC

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Initial Complaint
07/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I have spent thousands of dollars on a package to get my book published. We were told in our contract that I would do am interview with *******************. That the interview would take place 2 weeks after payment went through. The interview was supposed to reach ******** Spotify, iheartradio and more. It's been 2 months and nothing has happened. My paperwork also stated that my marketing would go world wide. They are now stating only 5 cities. I have emailed and called several times and I have not received any phone calls. I get emails stating they will get back to me. I have done everything on my side. They are not holding to the contract. ********, I'd like the money back for interview and marketing. I will reach out to a lawyer. 36
Business response
07/11/2024
Dear BBB,

Thank you for giving Xlibris the opportunity to respond to Ms. ********* complaint.
******************** purchased the Video ***************** in March of 2024. Fulfillment of this service starts after the book goes live. *** book was submitted to the printer on May 7th, 2024. ******************** completed the required questionnaire and all necessary information was sent to the vendor in June of 2024. We reached out to the vendor that fulfils this service on July 9th, 2024 for a status update.
*** Press Release Essential - 100 was purchased along with the publishing package. **** services also does not launch until the book is complete. Xlibris requested that ******************** complete the initial questionnaire in order for us to compose the press release. We emailed the draft of the press release and ******************** approved it in late June. We asked which five cities she wanted the press release distributed. She responded with her selections and questioned about it being world-wide. *** standard process for this service is to have a select five cities for distribution. ***se cities can be located anywhere in the world.
***se issues were discussed via phone call between ******************* and the ********* Services Supervisor on July 9, 2024. He informed her that he was currently checking with the vendor in regards to the video service and would contact her as soon as he heard back. Because of the confusion on the Press ************************** he offered ******************** extra distribution of the press release. He emailed her on July 9th, 2024 and requested her extra preferred locations for distribution. As of July 10, he has not received a response.
Xlibris received a response from the vendor that fulfils the video service on July 11th, 2024. Unfortunately, there was an issue on their end that they have since resolved. *** representative will reach out to ******************** directly this week in regards in addition to ****************** communicating to schedule the Video Book Talk.

In closing, Xlibris has offered ******************** extra distribution of the press release due to the confusion on the service and what it covers. She can respond to the supervisors email from July 9th,2024. *** Video Book Talk vendor will be contacting ******************** directly to schedule this service.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
07/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appeal.
As noted in photos that I have submitted, I filled out all questions back in March in regards to the interview. **** and *** both told me in an email that they received the questions in March. I spoke to ***** 2 days ago that he was going to call me back the next day. He never did. He sent me this email that I have just submitted. I paid for a service that was not rendered. I keep getting excuses from this company. I have been lied to several times by several people. You did not hold to your contract or to your word. Therefore I'd like my refund on services not rendered when they were supposed to be. ***** can't even call me back when he is supposed to. The marketing is supposed to go world wide. This is what I've been told by *** and in the contract. Now I'm being told it's in 5 cities. I am not ok with they way this business handles everything. I have spoke to a lawyer. This company is at fault of breech of contract.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Business response
07/16/2024
Dear BBB,

Thank you for again giving Xlibris the opportunity to respond to Ms. ********* complaint.
While we understand that ******************** completed questionnaires earlier in the process, marketing does not launch until the book is live in the system. Services are fulfilled in a queue system. ***y are launched as we receive them. *** press release was launched after we received approval of the draft. We would not want to market a book that is not available for purchase.
******************** is correct in saying that the supervisor (*****) did agree to keep her updated. He sent emails on both July 10th and 11th in regards to the press release and video talk. An email was better suited as communication at this point due to it being escalated up to a supervisor. This allows all correspondence to be carefully noted in the account. We apologize if there was confusion on which way ***** would reach out. If ******************** would like to set up a phone call with *****, it would be best to email him directly to set that up.
*** press release can be distributed to locations that are world-wide. We do not have a contract that states that a press release or marketing is world-wide. *** Services and Distribution Agreement (attached) mentions online distribution world-wide so there may be some confusion on that. This is outlined in Section 1. Rights and Licenses. This means that the book is offered and available to purchase through many retailers online. This does not pertain to marketing.
Xlibris has offered a preferred new set of locations to relaunch the press release. That was agreed upon during a phone call between ******************** and *****. At this time, we are waiting on the new locations from ********************. Once those are received, we will relaunch the press release. This is being done as a gesture of goodwill due to any confusion regarding the dispersion of the press release.
*** book video vendor spoke to ******************* via phone on July 11th explaining the next steps.Everything is set up to move forward with the book video service. Again, they apologize for any delay on their end.
In closing, ***** has taken over the marketing fulfilment in order to make sure everything is completed without difficulty. He has communicated with ******************** via email by requesting extra areas of distribution and keeping her updated on the video talk.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Issue 1: Publicity Package purchased on April 17, 2024 On April 17, 2024, I had purchased a publicity campaign package on April 17, 2024 from Archway Publishing/Author Solutions. The package was $3,000.I received the questionnaire and returned immediately. However they kept stating it was not received, even though I was responding to their emails. On May 14, 2024 I sent an email to the rep expressing my disappointment that they had not responded to my voice messages or emails in a timely manner. Publicist, contacted me later that week and we setup an initial phone call on May 20, 2024. I followed up with them on June 4, 2024 as I had not received any communications from him since our initial call on May 20, 2024. On Friday, June 7, 2024, complained to customer service around noon central time, Three hours later they stated that the Press Release was written and passed around the office and I would receive sometime on June 10, 2024. The Press Release was received at 11:28am on June 10, 2024. Press Release was duplicate to one that had been written previously.Issue 2: Sales and Royalty Reports for Q1 of 2024 I reached out to Author Solutions regarding Sales and Royalty Reports for the first quarter of 2024 in Mid-May. They responded reports be ready the last week of May the First week of June. Followed up with her on June 7, 2024 no reports or royalties provided or paid.Contacted customer service on Friday, June 7, ************ CTR time, I let her know I have invoices from purchasers from the Archway Author Center, Amazon and ****** books dated between January 10, 2024 and March 31, 2024 and asked if she could either look the info up by those receipt/invoice numbers or escalate the issue. I asked her to escalate the issue and then she told me to wait to see if they showed up on 2nd QTR reporting. * no one from the company has attempted to resolve the issue.
Customer response
06/11/2024
Good Afternoon -

The *** of Simon ***** ********, provided me with the name ***** contact info of the *** and President of Author Solutions. ***********************. I forwarded my complaint to him via email and he responded, thanking me for reaching out and asked that I let him investigate. That either he or someone from his team would get back to me. He did not provide a timeframe.

Kindest Regards,
SE
Business response
06/14/2024
Dear BBB,

Thank you for giving Archway Publishing the opportunity to respond to Ms. *********** complaint.
Included in the initial publishing package was the Press Release Essential 100. This is a press release that is composed in-house by a member of our team. It is sent to a minimum of 100 media outlets chosen based on location, book genre, etc. This press release was distributed in February of 2024.
In April of 2024 ************************ purchased the ************** Release Plus (****) offered through Archway Publishing. This service is fulfilled through Lavidge which is an outside marketing firm. This publicity campaign is different from the previous press release as the outreach is different. This multi-step service includes a conference call to discuss the completed questionnaire. Once the press release is approved, it is distributed to as many as ****** media outlets and more than ******* news subscribers. The press release is also distributed to a custom list of 500 media contacts including magazines,newspapers, online publications, and broadcast programs based on the location and target audiences. In addition, there are six weeks of coverage with a follow up from the publicist after week one and at the end of the six weeks. This includes details of the media coverage and analytics.
Similar writing for the press releases would be a good thing; it means that the message of the book is clear. ******* had no knowledge of the previous press release nor did they have access to view what the in-house writer composed.
The initial questionnaire for the **** was sent to *********************** to complete and return. After several emails back and forth, it was apparent that the questionnaire was not coming through as an attachment to the email. This was noticed by ************************ as she received an alert that her email was blocked. At that time, the questionnaire was received through a different email address provided by ***********************. The questionnaire was then sent to Lavidge to set up the phone call to discuss the questionnaire.
Our records indicate that all emails were responded to in a timely fashion. Any emails received during a weekend were responded to early the following week. Phone appointments were offered as an alternative to answering real time phone calls as the representative explained she had other calls to attend to. The scheduled call and writing of the press release were completed within the timelines that were allotted for this service. We allow three weeks to create the press release after the phone consultation is complete.
There is currently a hold on the account due to the chargeback filed by Ms. *********** credit card company. Any outstanding services are on hold until the funds are returned or the chargeback is ruled in our favor.

We apologize for the confusion on the royalties. *********************** accidently created a duplicate author center on the Archway website and customer service did not realize this. We have marked the duplicate as such so she will need to re-register with her email address on the website ***************************************** . Once she registers, she will be able to view her royalty reports under the sales and royalties section. There will be a link that says view your royalty reports and the next page will have a drop down of all royalty earning quarters. There were reported royalties for Q1 2024 and I have attached the report to this email. She was issued a payment dated May 30, 2024 in the amount of $96.89. This will show as coming from Content Distributors on her bank statement. The balance due in the amount of $30.95 will be paid via direct deposit the week of June 17th as there was an issue with the reports transferring over. In the future, any royalty related questions can be directed to *************************************
Royalties are reported and paid quarterly approximately two months after each quarter ends and the schedule is listed below:
1st quarter (January thru March) is reported and paid late May/early June
2nd quarter (April thru ***** is reported and paid late August/early September
3rd quarter (July thru September) is reported and paid late November/early December
4th quarter (October thru December) is reported and paid late February/early March

In closing, the **** service and the included press release service vary drastically. While the press releases may be similar, the outreach is different as explained above. ************************ did have reported royalties for the first quarter of 2024. Again, we apologize for the confusion regarding the reporting of the royalties.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
06/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company has not contacted me to resolve this dispute on either faction. In speaking with other Authors who are published with Archway, they have had similar situations of disappointment on products and follow through on receiving services. In my situation over 10 emails were exchanged between ********************** and myself from the point of purchase. Only 1 time did I receive a bounce back from her email. However she did respond to every email that had included the questionnaire, whether it was attached or in the body of the email. Similar situations by other authors have occurred.
Regarding having to reset my author account. ********************** without my knowledge disabled my author account. Not until I went in to check the account, did I realize I had to go in and reregister my account under ****************************. As of today there are still no reports or explanations provided, nor royalties. On Thursday, June 13, 2024 @ 9:49 Am,. I emailed Archway with a sales to include dates, quantity and PO numbers, etc. to assist with locating sales.
Purchased from Date Purchased quantity Order number customer PO SKU
Archway 1/25/2024 1 OR-91035703 9781665754484
Archway 1/26/2024 1 OR-91035893 9781665754484
Archway 1/29/2024 1 SHP - ****** 9781665754484
Amazon Kindle 3/31/2024 1
Archway 1/30/2024 5 OR-91036863 9781665754484
Amazon 1/27/2024 1 111-1528429-6919429
Again, the above is just a sampling of sales that I captured, I do have additional sales during the 1st Qtr and 2nd Qtr that I have tracked. How is it that I can respond here with a level of detail and provide recaps of emails as attachments, yet ****************** has not even attempted to contact me nor has anyone else from the organization to resolve this.

Regards,

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

Customer response
06/19/2024
Further in reviewing the report that is viewable as an attachment on the Better Business Bureau there are sales missing from this report based on the information presented.
Amazon 3/26/2024 6 - books purchased - 113-5076116-5084238 9781665754484
Amazon 2/6/2024 2 books purchased - 112-5112900-9765848 9781665754507 HC
So I am not confident that their reporting is accurate at this point.
Business response
06/26/2024
Dear BBB,

Thank you for again giving Archway Publishing the opportunity to respond to Ms. *********** complaint.
As per our phone conversation on June 24, 2024 we have spoken about the royalties. There is a delay in the reporting which leads to a delay on the order date and when we post the reports to the author center. I have provided her with the reported royalties we currently have in regards to her book purchases.
We have found a third duplicate author center account that is tied to Ms. *********** email address. This has also been marked as a duplicate. We have notified our IT department in regards the issue of registering for the author center.
This is a work in progress and ************************ has my email and phone information in the case she needs to reach me directly on this issue.
In closing, I feel that this issue has been resolved by speaking to ************************ on the phone. She has my contact information in inquire on any updates on the author center issue.
Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Some readers complained that they could not find the book in the bookstores. On May 19, 2024, I went to a ****** and ***** store to verify if my book was there, but it was not. When I contacted the company, I was told that the book was put on hold by a critic who requested to take out page fifteen, which contained his name. The authorhouse company stopped delivering the book to the stores without my concern and a court order. That's illegal to do so. Otherwise, I look forward to distributing my book to bookstores according to my contract. Further, The loyalty benefits are kept. Moreover, I request some financial support due to the lack of books in the bookstores.
Business response
06/06/2024
Dear BBB,

Thank you for giving AuthorHouse the opportunity to respond to Mr. ******** complaint.
In December of 2022, AuthorHouse received a letter from an attorney stating that false statements were made regarding his client. These statements were published in a book authored by ******************. At that time,we reached out to ****************** in regards to these accusations. We received no response from him. The same letter was also addressed to ******************
As of June of 2023, we still had not heard from ****************** regarding this matter. At that time, we removed the book from print until the issue was resolved.
****************** will need to make the corrections in accordance with the letter submitted by the attorney. For reference, the letter is attached to this response. We will then review the files to ensure the accusations have been removed before submitting the files back to the printer.
All due royalties have been paid to ******************. He was issued two payments via direct deposit and they will show as coming from Content Distributors on his bank statement.The first one was dated March 2, 2023 and in the amount of $28.19. The second payment was dated May 30, 2023 and was in the amount of $1.26.
It should be noted that AuthorHouse offers online distribution. Distribution to brick and mortar stores is up to the author.
In closing, the book will be placed back on the market after the changes have been made. This will be done at no charge to ******************. All due royalties have been paid through our most recently calculated quarter, Q1 2024.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
05/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We went into contract on April 9, 2024 for the amount of $1,374. I was suppose to make payments but as i submitted my manuscript of the book I was writing, I was told it would not go on the market until my bill is paid. So i paid them in ful by May 11,2024. They also indicated that that would do some marketing for my books and that copies would be provided to ****** and ***** for sale. This is what the step by step pamphlet they provided me says.. "STEP 2.1: MARKETING My MC: _____________________________Your Marketing Consultant (MC) will work with you to develop a marketing plan for your book.Your Author Care Manager will then guide you through the fulllment of your marketing services." They contacted me but said there were additional charges for the marketing department that I would have to pay for. I told them that I am not paying another dime and they said that my package does not include the marketing of my book. The flyer talks about the author's copies of books being included in the package but instead it was a coupon deal where the author can redeem it for copies of their books. I did receive 20 books..
Business response
05/30/2024
Dear BBB,

Thank you for giving AuthorHouse the opportunity to respond to Ms. ******* complaint.
**************** is correct in saying that the publishing package must be paid in full before being submitted to the printer. At that time her option was to pay the remaining balance of the payment plan or wait until her payments were fulfilled.
She chose to pay the remaining balance of $687.57 on May 10, 2024. *** final quality assurance was completed on May 12, 2024 and the book was submitted to the printer.
We have attached a list of the services included in the Starter publishing package. It lists the service name along with the status and completion date. *** ****** and ***** read instantly and Amazon look inside were both activated when the e-book version went live. **************** Set-Up Guide and Book ********************* Guide were emailed to **************** shortly after the book went live. *** Book Stub codes were emailed to **************** on May 21, 2024. *** $250 book credit allowed the author copies to be ordered and they were delivered on May 26, 2024.
*** print ready bookmark design files and the author website setup are the only two services not completed. Those are currently in queue and have a timeline of about four weeks for completion. Any questions can be directed to the marketing services consultant that has been in contact with ***************.
To clarify, the ****** and ***** read instantly is a feature that gives readers a sneak peek of the book. We do not offer physical book distribution.
*** $200 marketing credit has not been used yet but the assigned Marketing Consultant reached out previous to the book going live. **************** can reach out to the Marketing Consultant to use that credit. Any further marketing services outside of what is included in the package would include an extra fee.
In closing, all marketing services included in the Starter package have been completed or are in the process of being done. *** marketing service credit can be used by contacting the assigned consultant.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
05/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was told verbally that everything would be taken care of when I submitted my book and the first payment.
To date the paper books are not available from ****** and ***** o r Amazon which tells me that the printing of the books is lagging. I attempted to verbally find out what the protocol is for Amazon and Barnsa and Noble sell the books. Never did get a good answer. I told the agent at Author House that Amazon and Barns have the book listed, but not available.. No answers as to why they are unavailable. It is my understanding that once the book goes live, then it would be available to the bookstore industry. but it is not and I don't know why. I don't know what the book stubs are and don't recall receiving them.
Yes i did receive my books and again i was verbally mislead with my fee that I paid automataically would give me10 books, but later after I paid my bill off, and called to inquire when i would receive my books, i was told about the credit and that it had to be used all at once. Marketing started contacting me right from the beginning and the marketing fees were very expensive, in which I thought marketing was also included in my publishing contract. I inquired on what kind of marketing can i get for the $200 credit and they said that the $200 credit only goes toward purchasing a marketing plan which is way above my budget.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Business response
06/04/2024
Dear BBB,

Thank you for again giving AuthorHouse the opportunity to respond to Ms. ******* complaint.
In checking the ****** & ***** website, it shows that the book is available in both paperback and e-book versions. Amazon lists both versions available as well.Because AuthorHouse uses print on demand technology, a book is only printed when it is ordered. In this case, there would not be lag time on the book being printed. While each retail site is responsible for uploading the meta data we send them, the timeline can vary for each one.   However, we did send Amazon the information again in order to resolve this issue.
Book stubs are similar to a gift card and contain one free download of Ms. ******* book. These codes can be sent by **************** to anyone she wishes. Each code can be used once and her package included 50 codes to access the e-book. Again, the email with the codes was sent on May 21, 2024. We will resend this email to ****************.
AuthorHouse publishing packages come with a one-time single-use credit to order books. The amount of books cannot be determined until the process is completed because the price point of the book varies on book type and page count. We apologize for any confusion on that.
The $200 credit for marketing services can be used towards any available marketing service that AuthorHouse offers. There are a variety services that *** be of interest to **************** including things like a Book Signing Kit, Press Release Essential Edition, or the ****** 1000 Clicks. These along with all other services can be viewed on the website: ******************************************************************************************** services can then be discussed in greater detail with the marketing consultant.
In closing, Amazon, along with all other retailers, have been sent the information to list the book. Book stubs are a free download of the e-book and can be sent to whomever **************** wishes. Her book credit has been used but she is welcome to contact her book consultant in regards to an author discount on buying any more copies. The $200 marketing credit can be used towards any available marketing service.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
06/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There was a lot of misleading going on in this deal.. it was not until after i filed a complaint that my book became available on Amazon. I am upset with the marketing because they claim that I can not do anything with just the $200.. Marketing said I had to come up with additional money for them to market and that the $200 just sits there. I don't understand their marketing protocols and they did not give me my money's worth. I am not sure what can be done to correct their misleading me to the contract

Regards,

***********************
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a down payment of $350 to AuthorHouse to begin with getting my book published. I was unsatisfied with the quality of the book and made it clear I wanted to cancel my subscription and purchase I was told I could not get a refund because everything was already completed. Then I received an email stating once the payment was made in full they would continue with the publishing process which wasnt what was discussed prior to making the $350 down payment. Then after telling multiple representatives that I was unhappy with the services I wanted my publishing package canceled. Now 2 months later my girlfriends account was charged $570.10 and her account was left negative. I spent over 3 hours on the phone getting the run around trying to get somebody on the phone to help me with this issue. I was told to call 4 different extension for nobody to take my call because they are unavailable due to a high call volume which isnt a good sign because how many other people could possibly be calling for the same reasons Im calling? At this point I am beyond frustrated and unsatisfied with this company and would like all of my money back because this is completely unfair for me to express I would not be able to make any type of payments because I have lost my job. They submitted a cancellation request and the request was denied and nobody felt it was necessary to contact me and let me know that was what was happening. Again they have charged my girlfriends account and she has no type of contract or anything to do with this matter.
Business response
05/09/2024
Dear BBB,
Thank you for the opportunity to explain what transpired with Mr. *********** account.
On March 7, 2024, ************************ purchased the Starter publishing package for the discounted price of $1599.20. He also purchased the add-on Press Release-************************* for the discounted price of $386.10. He chose to pay for these services using a four installment payment plan, adding a non-refundable payment plan fee of $75, making the total $2060.30.
He signed and returned the both the Installment Payment Plan Agreement and the Services and Distribution Agreement on March 7, 2024. Agreements are attached.
He made the first payment of $350 that same day. *********************** purchased the aforementioned services through the self-service portal, meaning that the credit card information entered was done so by ***********************. The credit card used to make the initial payment was that of *****************************. As stated in the Installment Payment Plan Agreement that he signed and returned:
5. Authorization to Charge. You authorize Us to charge Your supplied credit or debit card the amounts of each Installment Payments on or after the applicable due dates, as set forth in the Payment Schedule above, as well as to charge the Processing Fee described above on or after the date you sign this Payment Contract.
We hope this clears up Mr.*********** statement Again they have charged my girlfriends account and she has no type of contract or anything to do with this matter.
************************ submitted the necessary materials to begin production on March 8, 2024. His initial proofs were completed on March 12,2024. After two rounds of revisions, he signed off on the interior, cover, and pricing on March 20, 2024. We are unclear why ************************ would sign off on the book if he was unsatisfied with the quality of the book His project could not be sent to the printer because he had a due balance, as the only payment that had been made thus far was the initial payment. Only once the payment plan is paid in full can a book be sent to the printer. ************************ writes I received an email stating once the payment was made in full they would continue with the publishing process which wasnt what was discussed prior to making the $350 down payment. This is outlined in the signed Installment Payment Plan Agreement that he signed and returned:
6. Declined/ Missed/Incomplete Charges. We will not fulfill any Services pursuant to any Service Order until outstanding payments are made.
On April 1, 2024, ************************ called in to cancel and receive a refund for the publishing package and Press Release. He writes They submitted a cancellation request and the request was denied and nobody felt it was necessary to contact me and let me know that was what was happening. This is not true. On April 2, 2024, he was sent an email from *********************, Author Satisfaction Associate, letting him know that he was not eligible for a refund on the publishing package because he had provided his final sign offs, as outlined in the signed Services and Distribution Agreement,which states in Section 4. Termination & Refunds:
For Publishing Packages:
o After You have given final approval of the Work:
? No Refund
As for the Press Release, it was refunded. However, because there was still a balance due on the service order, the funds were returned to the service order to reduce the open balance, meaning that no monies were returned ************************.
The payment of $570.10 due on April 7, 2024 declined.
************************ has two options going forward:
He can cancel his project and no refund is due to him since he has not paid enough for the service order. He will not be charged any further payments. If he chooses this option, he will want to do so prior to his next payment plan installment which will be taken on June 7, 2024.

He can continue his payment plan, make any additional changes he deems necessary, and once the service order is paid in full, we will submit the book to the printer.

In closing, ************************ chose to cancel his book after he provided his final sign offs, which nullifies a refund for the publishing package, as outlined in the signed Services and Distribution Agreement. The Press Release was refunded but the funds were returned to the service order since there was a due balance. ************************ has two options moving forward: he can cancel the book, no refund is due, and we will cancel the payment plan installments or he can continue with the payment plan and we will submit the book to the printer once it is paid in full.
Sincerely,
***************************
Global Director Author Satisfaction

Customer response
05/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************************
Customer response
05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
At this time I would like to point out the fact that AuthorHouse/AuthorSolutions has admitted that I requested to have my publishing package canceled back in early April, for whatever reason they only canceled part of that package and proceeded to charge my girlfriend ******************************* card on 5/7/2024 for the amount of $570.10 and are refusing to acknowledge the fact that the charge should have never been made to begin with! Theyre now looking for a loophole with in their system saying I signed off on the work to be completed and thats not the case! I made it known from the very beginning I was unsatisfied with the layout, font, and number of pages the book would have. At this time I would like a refund for the $350 down payment I made on 3/7/2024 and also the charge of $570.10 made on 5/7/2024 which should have never been charged to begin with. It clearly states in black and white I can terminate my contract at any time and as long as it is with in a 0-90 day period I am entitled to a full refund or a percent of the amount paid. Due to the fact that I have spent the last 3 days trying to get someone on the phone to address these on going problems and have been unsuccessful, I am very adamant about getting a full refund. I was told on Tuesday 5/7/2024 to call back on Wednesday 5/8/2024 at extension 8814, then I was told again on Wednesday to call two other extensions 7841 and 7814 neither of which lead me anywhere. At this point I feel as though I am being given the run around and have been for months. I have been completely unsatisfied with the results of this companys service and *** made that known each step of the way. When I was making the down payment of $350 I was told it would be a one time charge to the card because I wasnt the card holder and would have to call back to make future payments. Also I was told that once I made the down payment the book would begin its publishing process, and would be completed and ready for publishing but once that payment was completed I was told the project would be put on hold until the payment was made in full. At this point I feel Ive been taken full advantage of by this AuthorHouse/AuthorSolutions company. I was encouraged by a *********************** and ********************************* to sign all of the documents electronically without going over them completely and now theyre trying to use them against me.

Regards,

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

Business response
05/10/2024
Dear BBB,
Thank you for the opportunity to again explain Mr. *********** refund.
To help make the response cohesive, we will take each point made in Mr. *********** filing and respond below.
At this time I would like to point out the fact that AuthorHouse/AuthorSolutions has admitted that I requested to have my publishing package canceled back in early April, for whatever reason they only canceled part of that package and proceeded to charge my girlfriend ******************************* card on 5/7/2024 for the amount of $570.** and are refusing to acknowledge the fact that the charge should have never been made to begin with!
Our previous response did state that ************************ requested a refund on April 1, 2024. We have not cancelled the service order because there is still a balance due on it. He had not paid enough on the service order to have the Press Release refund clear the due balance. Therefore, we continued to charge the card on file, as stated would happen on the signed Installment Payment Plan Agreement.
Theyre now looking for a loophole with in their system saying I signed off on the work to be completed and thats not the case!
************************ did sign off on the work. First, on March 20, 2024, he emailed his Publishing Services Associate (PSA) asking for the removal of the headers. The email back and forth is as follows:
PSA: Should we just remove the headers?
************************: Yea that would probably be best for this layout
PSA: Kindly refer to the updated file. Let me know if this is good.
************************: Yes that is much better! Thank you! -*****
PSA: Great!Is this good to go?
************************: Yes thank you!
PSA: Perfect! If you are now ready to approve the cover and interior files, kindly sign the approval forms that I will send you on separate emails.
He then signed and returned the interior, cover, and pricing sign offs on March 20, 2024. Attached are each of the sign offs.
I made it known from the very beginning I was unsatisfied with the layout, font, and number of pages the book would have.
The font that was in Mr. *********** original manuscript is not a font that is commonly used in publishing so it was changed. Also, his manuscript was sent in 14 point font, double spaced. Again,this is not typically the format used.
However, when ************************ raised those concerns, they were fixed. Below is the dialogue:
************************: I would like a different font style please if thats okay, and yes the font size should be a little bit bigger I don't want anyone to have an issue reading the font size. And can the text be double spaced
PSA: We will use a font similar to Calibri. We can make the adjustments without any issue. I will send you the updated file once it is done.
Two days later: PSA: Please see attached revised interior galley for your review.
************************: That version is much better Thank you! *****
As evidenced, the issues were resolved to his liking.
At this time I would like a refund for the $350 down payment I made on 3/7/2024 and also the charge of $570.** made on 5/7/2024 which should have never been charged to begin with.
As we stated in our previous response, no refund will be granted because the creation of the book files was completed and signed off on, which according to the Services and Distribution Agreement that ************************ signed and returned, nullifies the refund.
It clearly states in black and white I can terminate my contract at any time and as long as it is with in a 0-90 day period I am entitled to a full refund or a percent of the amount paid.
************************ should review the agreement again. Above the line that states a refund can be granted at 0-90 days after purchase, it states Prior to submission of Your Manuscript. (Emphasis added) As we and ************************ have stated, the manuscript had been submitted and files had been created. And as we proved above, he provided his sign offs, which as the agreement goes on to state means no refund can be given.
Due to the fact that I have spent the last 3 days trying to get someone on the phone to address these on going problems and have been unsuccessful, I am very adamant about getting a full refund.
As stated previously, ************************ is not due a refund because he provided the final sign offs for his project.
I was told on Tuesday 5/7/2024 to call back on Wednesday 5/8/2024 at extension 8814, then I was told again on Wednesday to call two other extensions 7841 and 7814 neither of which lead me anywhere. At this point I feel as though I am being given the run around and have been for months.
************************ filed a complaint with the Better Business Bureau so that is the avenue in which he will receive responses at this time.
I have been completely unsatisfied with the results of this companys service and *** made that known each step of the way.
There are no notes in the account about any dissatisfaction from ************************, until the charge taken on May 7,2024. The only issue raised in the notes previously is the format of the interior file, which is not uncommon on the first review. This is why the author is granted one free round of corrections and formatting corrections are always free. And as stated above, this was resolved to his liking.
When I was making the down payment of $350 I was told it would be a one time charge to the card because I wasnt the card holder and would have to call back to make future payments.
This is partially correct. It was clear on the Installment Payment Plan Agreement that the initial payment is not a one-time charge. The fourth item on the agreement outlines how payments are taken and the second page of the agreement provided a specific date as to when the second payment would occur.
An author can use one credit card for one installment and change the credit card used on the next installment. This is stated in #** on the Installment Payment Plan Agreement that he signed and returned. However, ************************ never called to update the credit card on file so the card used to make the initial payment is the card that was charged for the recurring payments.
Also I was told that once I made the down payment the book would begin its publishing process, and would be completed and ready for publishing but once that payment was completed I was told the project would be put on hold until the payment was made in full.
This is correct. After ************************ made the initial payment, the production process began, as stated in the timeline provided in our previous response. Had he continued making payments on the payment plan and paid in full, the book would have been made available for purchase. For obvious reasons, we will not complete a service without full payment first. And as stated on the signed Installment Payment Plan Agreement and in our previous response, We will not fulfill any Services pursuant to any Service Order until outstanding payments are made.
At this point I feel Ive been taken full advantage of by this AuthorHouse/AuthorSolutions company. I was encouraged by a *********************** and ********************************* to sign all of the documents electronically without going over them completely and now theyre trying to use them against me.
First, ******************** does not review the agreements with authors.She is the person that works with authors during the production process. *************** can answer questions if asked. We ask that all authors sign the agreement electronically.
We are unclear as to what ************************ means by without going over them completely. If he is referring to our staff reviewing the agreements with him, we do not go through the agreements with authors. They are sent to the authors to review.Should any questions arise, we would hope authors would ask prior to signing and returning them. There are no notes that ************************ had questions about the agreement. If he is referring to the fact that he did not go over the agreements completely, we have no control over that. Again, we would hope that authors would review all documents thoroughly before signing and retuning. There is no timeline for how long authors review the agreements and no notes to indicate that ************************ was rushed into signing them.
************************ was given two options in our previous response. He did not provide his answer in this filing so nothing further has been done by us. Again, he will need to decide before the next installment is due on June 7,2024.
In closing, as stated in our previous response, ************************ chose to cancel his book after he provided his final sign offs, which nullifies a refund for the publishing package, as outlined in the signed Services and Distribution Agreement.
*********************** has two options moving forward: he can cancel the book, no refund is due, and we will cancel the payment plan installments or he can continue with the payment plan and we will submit the book to the printer once it is paid in full.
Sincerely
***************************
Global Director Author Satisfaction
Customer response
05/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
At this time I would like to again point out the fact that in early April I requested my package be canceled and for whatever reason only apart of it was cancelled and it states that I can terminate my package at anytime with in 0-90 days. Had the package been canceled like I requested in April the charge on May 7th would have never been processed. Therefore I would like the $570.10 refunded and the package terminated immediately. Its not making sense that I can terminate the package now fully but couldnt back in April. Im very unhappy with the way things have gone with this Author House company.
Regards,
*******************************

Business response
05/14/2024
Dear BBB,
Thank you for the opportunity to again explain Mr.Pellegrinos refund.
************************ signed off on his proofs March 20, as we proved in our previous response. The request to cancel came after he already signed off approving the book for publication. Because of this, he is not eligible for a refund, as is clear in his signed Services and Distribution Agreement and as we stated in our previous two responses. The 0-90 day timeline only applies to projects where the manuscript was not submitted. The charge taken on May 7, 2024 was done so because he still had a balance on his order,as he had only made the initial payment.
To clarify his point Its not making sense that I can terminate the package now fully but couldnt back in April. He could not cancel in April due to the open balance and completed work that he signed off. To end this, we are going to write off the balance, which is not normal protocol.
He still has not chosen one of the options outlined in our previous two responses. However, because he states that he would like to terminate the package fully, we will cancel the project. Again, no refund is due.
Sincerely,
***************************
Global Director Author Satisfaction
Customer response
05/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************************
The terms in which I signed says I can terminate my package deal at any time. Due to this fact and me expressing back in early April I would like the package terminated I would have to again ask that the $570.10 charge made on 5/7/2024 be refunded because it should have never been processed. Im also confused as to why they gave me a refund for apart of the package back in April when I asked to have it terminated but theyre here now saying Im not entitled to a refund at all. Like *** said it seems like were going in circles here. And Im not sure how many times I have to say that I want the package terminated.
Initial Complaint
04/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've tried since Jan 12 to get refunds from Xlibris for some pre-paid programs to promote my books. There are 17 unfulfilled pre-paid programs totaling $38,804. I notified Xlibris that my health status made me unable to actively promote my books or travel and attached a list of my unfulfilled programs, which were verified by ********* Services. My request was sent to the Refunds Team. Later,*****************,from marketing,called to explain what would probably be refunded.It was a fraction of what I'd asked for. Apparently ***************** and his boss,Mr ******,were the Refunds Team.I heard nothing more for several days and after many unanswered phone calls and emails,I called Billing and Payments and was informed that 3 of 17 programs were approved totaling $6,697, the rest were denied,the major reason being,"It's too late to cancel,preparations had already been started".I asked to speak to someone about the denied services and waited on the phone for 45 MINUTES and no one was ever connected.I tried calling *****************,Mr ****** and Customer Support to get some answers,but no one would answer their phone and when I left messages,NO ONE WOULD CALL ME BACK! But $6,697 out of $38,804 for 3 of 17 services are $32,107 and 14 services short! I asked ********* Services, to provide me with lists of my programs that weren't started or completed.Their lists verify everything on my refund request. Management isn't responding to my messages,and it seems they're stalling,hoping I'll be satisfied with the refund they approved,but I have strong evidence to prove they owe me for them and even though they've stalled past the starting date of some,the evidence I have shows they had plenty of advance notice. On April 3 I received an email from Customer Support stating that the Refunds Team says that my request was denied,and it is past the deadline.Well, of course it is! The Refunds Team has been STALLING since I made my claim on Jan 12,so no wonder they can claim that it is past the deadline now!
Business response
05/01/2024
Dear BBB,
Thank you for the opportunity to explain Ms. ******* refunds.
We received ****************** refund request on January 12,2024. Attached is one of ****************** signed Services and Distribution Agreements (all of them are the same so only one is attached). For add on services not included in the publishing package, as stated in Section 4. TERMINATION & REFUNDS:
For individual Services (not included as part of a Publishing Package):
o Prior the beginning of fulfillment of individual Service(s):
0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater
More than 90 calendar days after the purchase: No Refund
Ninety days prior to January 12, 2024 would be October 14,2023. Attached is a spreadsheet of services that **************** purchased after October 14, 2023. This spreadsheet contains the order number, the date purchased,the service purchased, the cost of the service, the services status, and the refund status.
As evidenced on the spreadsheet, two of the refunds were denied because the services fulfillment had started when the refund request was received. Two of the services were not fulfilled and refunded already,which **************** confirmed. Three services were not fulfilled but were free so no refund can be provided. Also, **************** has cancelled her books with Xlibris so the fulfillment was cancelled.
There are three services highlighted in yellow which were not fulfilled but not refunded. As a goodwill gesture, these services were refunded in full, instead of adhering to the holdback policy as outlined above.The refunds for these services have been paid and the funds will be returned to the credit card used to make the purchase. **************** should see the money back on the card within 3-5 business days.
We apologize that ****************** refund request was not investigated more thoroughly to see what services qualified for refunds.
The remaining unfulfilled marketing services will not be fulfilled because, as stated above, **************** has cancelled her books.
In closing, as stipulated in ****************** signed Services and Distribution Agreement, add on services can be refunded up to 90 days after the purchase date. The spreadsheet attached shows those services purchased within that window.
There were three services that qualified for refunds that were not done previously. Those three services have been refunded back to the credit card used to make the purchase.**************** should see that back on the card within 3-5 business days. The remaining unfulfilled marketing services will not be fulfilled as **************** has cancelled her books.
Sincerely,
***************************
Global Director Author Satisfaction
Customer response
05/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[First, I would like to thank ****************** for his response. I appreciate that ****************** recognizes that my claim was not handled correctly from the beginning and a lot of time and frustration on my part trying to get some answers from ****************** could have been avoided had someone just talked to me personally instead of ignoring my phone calls and emails. And, as ****************** states, the refund amounts for the three programs were credited back to my credit card, and I thank him for that.

However, there are two things I would like to point out about my complaint that still dont make sense to me. One of the claims was for two one-hour book signing events in ******, where I would be signing complementary copies of two of my books, and the reason that the refund was denied was because preparations were already in process for the event. Since I would be making my own travel and hotel reservations for the event, they are referring to printing the copies of my books that I was to sign at each 1-hour event as the preparations in process. So, if that is the case, I would like to have the 50 copies of each book that were printed for the event, since I wouldnt be there to sign them, and they are apparently just sitting around somewhere going to waste.

The second item I do not agree with is the Video Book Talk session. Even though the paperwork was processed and paid for way before the 90-day deadline, nothing could have been done on it because none of the preliminary questionnaires had been completed and returned to marketing in order to start the process. So, I dont understand how preparations were on-going if there was nothing for them to prepare for.
Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Business response
05/10/2024
Dear BBB,
Thank you for the opportunity to again explain Ms. ******* services and refunds.
1.Tucson Festival of Books
The refund for this service was denied because it was originally determined that the books for the event had been ordered, which would nullify the refund. After further digging, it was found that the books had not been ordered because ****************** refund request at the same time that books were being ordered.
The refund for this service has been paid and the funds will be returned to the credit card used to make the purchase within 3-5 business days.
2. The Video Book Talk session
This service was purchased on August 18, 2023. It was not discussed in our previous response because it is outside of the 90 day timeline for refunds, as explained in said response. We are not clear as to why *************** was told that the fulfillment was ongoing as no questionnaire was returned so no work had been done. The refund for this service cannot be processed because of the aforementioned 90 day timeline.
One other service we want to address is the Book Exhibit ********************* that was included on the spreadsheet with the previous response. Because we have found issues previously, we followed up on the fulfillment status of this service. There are five portions of fulfillment to this service. Two of the five had been fulfilled (which would nullify the refund so this one was correct). The other three had not yet been fulfilled because **************** cancelled her projects. As a goodwill gesture, we will refund a portion of the funds for this service totaling $1125. This will also be returned to the credit card used to make the purchase within 3-5 business days.
In closing, the Tucson Festival of Books will be refunded since the books had not yet been ordered for the event. The Video Book Talk session had not been fulfilled but is outside the 90 day timeline for refunds. We are refunding a portion of the Book Exhibit ********************* as a goodwill gesture.
Sincerely,
***************************
Global Director Author Satisfaction
Customer response
05/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Business response
05/22/2024
Dear BBB,
Thank you for the opportunity to again explain Ms. ******* refunds.
The services to which she is referring-2 Tucson Festival of Books 2024 Book Signings and 2 Literary Gateway Bundle were purchased on September 20, September 21, and October 6, 2023, respectively. As written in our original response, the Services and Distribution Agreement states that refunds for add-on services not included in the publishing package can only be refunded if they are 0-90 days after the purchase date. As stated in our original response, **************** requested a refund on January 12, 2024 so 90 days prior would be October 14, 2023. The Tucson Festival of Books 2024 Book Signings could not be fulfilled because **************** cancelled her projects prior to the fulfillment of these services (the Festival of Books took place in March). Therefore, she is due no refund on those.
As for the Literary Gateway Bundles, as a goodwill gesture and to put an end to this issue, we will refund those two services. The funds paid will be refunded back to the credit card used to make the payment. *************** should see these back on the card within 3-5 business days.
These are the last services that we will refund. All of the services within the 0-90 day timeline were addressed in our previous responses.All other services are outside this timeline and will not be refunded.
We would also like to clarify that **************** was refunded in full for the Tucson Festival of Books, not just printing charges for the books. **************** purchased this service for $799 and was refunded $799. It was not a partial refund.
In closing, the services for which **************** is requesting a refund are outside the ******************************** the signed Services and Distribution Agreement. However,as a goodwill gesture, we are refunding the 2 Library Gateway Bundles. The monies will be returned to the credit card used to make the purchase within 3-5 business days. These are the last refunds will be doing, as all other services are outside the 90 day timeline.
Sincerely,
***************************
Global Director Author Satisfactions
Customer response
05/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Once again, Id like to thank ****************** for the attention he has shown to my claim, and I appreciate the refunds he has been able to approve and obtain for me.

There is one thing, however, I need to point out to ****************** that is not true in his most recent statement to me. That is, regarding the Tucson Festival of Books (we seem to keep returning to this subject). There were three separate items I paid for this particular venue. One was the Tucson Festival of Books - Bookstore Gallery, for which I paid $799 and that was refunded, as ****************** states. But there were two more events at the Tucson Festival of Books that I paid a total of $7,598 for and these were not refunded. This was for my participation in two book signing events in the Author Solutions booth at the Tucson Festival of Books Book Signing event. Since ****************** says that I received a full refund for the Tucson Festival of Books, and I did not, he must not be aware that I paid for the two book signing events.

As I mentioned before in my previous rebuttal, the reason given to me for not refunding my money for the Tucson Festival of Books Book Signing Events was because the books were already being printed for the event, which turned out to not be the case. The $799 that was refunded was not for any of the books that were to be printed for the book signing, but was a refund for the Tucson Bookstore Gallery, a separate entity from the book signing events.

Now I realize and understand what ****************** has stated previously about the 90-day timeline and if that is the case, so be it, and I can accept that. However, all I know is what I was told early on about the denial for the refunds for the Tucson book signings, and that was because the books were already being printed, (which turned out not to be true). Therefore, according to what I was originally told, the funds I paid for the book signings should have been refunded because of the reason for denial given to me early on, even if the 90-day timeline was past.

In closing, I want to thank ****************** for his time and the extensive research he has done relating to this complaint. I truly appreciate all he has done for me.
Regards,

***********************
Business response
06/03/2024
Dear BBB,
Thank you for the opportunity to again explain the services that **************** purchased.
Our previous response included the Tucson Festival of Books was address in our previous response, in the first paragraph. It said:
The services to which she is referring-2 Tucson Festival of Books 2024 Book SigningsThe Tucson Festival of Books 2024 Book Signings could not be fulfilled because **************** cancelled her projects prior to the fulfillment of these services (the Festival of Books took place in March).Therefore, she is due no refund on those.
In closing, this was address in our previous response. *************** cancelled her projects prior to the fulfillment of this service so no refund is due on those two services.
Sincerely,
***************************
Global Director Author Satisfaction
Initial Complaint
04/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
this business got me spending money and they didn't do a single thing
Business response
05/02/2024
Dear BBB,

Thank you for giving Xlibris the opportunity to respond to *************** complaint.
Purchases and refunds:
The breakdown of services purchased is attached to this response. As noted, charges are in black and payments are in red. The refundable amount of cancelled services to another order are highlighted by corresponding color. The two monetary refunds processed on May 1, 2024 are highlighted in dark orange. The ending balance is zero as shown. Below is a better explanation of the services.
************* purchased the Classic Publishing Package along with a hardcover add-on on December 26, 2023. This was purchased on a three term payment plan that started the same day. This service order has been paid in full and was submitted to the printer. It is considered fulfilled and non-refundable. The book is not available on retail sites per *************** request. The hardcover add-on was canceled and refunded per *************** request.The refundable amount ($249 and noted in blue) was applied towards the balance due on the second publishing package mentioned below.
************* purchased the ************ Advertising (shown as light orange on attachment) and the Hollywood Ticket (shown as green on attachment) on two separate orders. As shown, both of these services were cancelled per her request before they were paid in full. The amount paid was transferred to the service order in the same color. This was done because there was a balance due on the account. We are not able to process a monetary refund when there is a balance due on another service.
************* also purchased an Editorial Assessment. In checking the account, this service was not fulfilled before the books completion. We apologize for this oversight. Because of this, a refund was processed. Because of two $30 decline fees on a different service order (SO-91029744), the refundable amount is $140. The refund was processed on May 1, ******************************* ************************ ********************************. Please allow 7-10 business days for this refund to show on *************** credit card.
A second publishing package was purchased in December of 2023. An initial payment of $574.75 was made on this service. The second and third installment of the payment plan were declined. In addition, there was a $200 chargeback won in *************** favor.
Xlibris understands that ************* would like to cancel the second publishing package and receive a refund. A refund in the amount of $1,023.75 has been noted on the account and includes the payment plan fee.
The refund was done in three separate transactions and are as follows:
$574.75 to **** ending in ************************ ********************************
$275 to **** ending in ************************ ********************************
$174 to **** ending in ************************ ********************************
Please allow 7-10 business days for this refund to show on *************** credit card.
Physical book copies:
The $250 book credit was processed on April 24, 2024. These books are still at the printer and are expected to be shipped later this week or early next week.
Multiple points of contact:
Each step in the publishing process has a specialist for that area. A publishing consultant explains package options and processes the purchase of packages. After a package is purchased, the production team takes over. There is a person that checks in materials and verifies everything is ready to move to the design process. The next person (Author Services Representative) is the liaison between the author and the design team. They ensure that the process runs smoothly in the back and forth of design requests. After the book is sent to the printer, there is a Book Consultant (where author copies are ordered) and a Marketing Consultant (if any further marketing services are requested). It should be noted that calls into customer service are answered by one of our several team members. All of which can easily direct calls to the appropriate person.
In closing, because there was a balance due on another service order, a monetary refund was not granted at that time and applied to the open balance. Because ************* has opted to not publish her second project, a refund has been processed for payments made less the chargeback and decline fees. We feel as if the free book credit has been cleared up as the account shows that ************* was able to get in touch with her Book Consultant last week. We apologize for any confusion on the amount of contacts within Xlibris. Each person has a specialized field to better assist *************.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
05/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*************************
Customer response
05/02/2024
******* has not fulfilled services that they promised, and their was poor communication involved. the head of the company kept pestering me for payment and convincing me to do this. I do see that they refunded me for the second package but I would like to see a refund for the first package as well. I did not purchase an Editorial assessment
Business response
05/07/2024
Dear BBB,

Thank you for again giving Xlibris the opportunity to respond to *************** complaint.
When a credit card is declined for a payment plan, a finance representative does reach out to attempt to collect the payment. There were two installments that were declined and ******* attempted to collect on that debt. We apologize if it felt like someone was pestering *************.
Attached is a list of services along with their status.
The following services are inclusions to the Classic package that have not been fulfilled:
Author Website Set-Up
Print ready bookmark design files
$200 credit for marketing services
The services were on hold due to the $200 chargeback mentioned in our previous response. When the refund was processed and completed last week, the hold was removed. Late last week Xlibris received notice of seven new chargebacks ($1,163.75 total) filed by *************** credit card company. The chargebacks include all payments made by *************. This automatically puts any open services on hold including the author website and creation of the bookmark design files. If/when the chargeback is ruled in the favor of *******, the hold will be removed and the services will be completed. If the chargeback is ruled in favor of *************, these services will not be fulfilled unless ************* returns the money.
In closing, any service that was capable of being refunded has been. All services that were paid in full were fulfilled. With the exception of the hardcover add-on, the initial publishing package is the only fulfilled service and cannot be refunded according to the attached agreement.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I authored a fiction novel. I filled out a survey online in hopes of finding a suitable publisher I was contacted by AuthorHouse. On 3/13/24 I spoke with *******************************. I told ************ was looking for the right publisher for the book. She offered a discount if I made a $400 deposit before March 17. The deposit was refundable except for $150 to vet the book. I had seven days to request a refund. I paid the deposit and agreed to review the contract and sent the book on 3/14. I reviewed the contract. Multiple attempts to reach ***** by phone and email re. questions were unsuccessful. When reached by phone, she did not have time to discuss the contract and would call back. ***** missed the scheduled call back. On 3/20, I sent an email to cancel due to the 7-day deadline to receive a refund. I had not signed the contract. After several emails, ***** responded, ignoring my cancellation requests, and sent a new contract on 3/21, which I did not sign. I also learned that ***** had not sent the book to be vetted but instead was reading the book herself as a courtesy. After several attempts by email to cancel and receive a full refund, ***** finally responded by forwarding our entire email correspondence, answering some of my questions, but still ignored my request for a refund. On 3/28, ***** told me that we were not a good fit and that she had not yet submitted my book for vetting as it could not be done without signing the agreement. I requested an explanation of the refund policy in writing but was denied. I emailed requesting a full refund of $400 since my book had not been vetted. On 4/1, ******************************* emailed and promised a refund in ***** business days but did not specify an amount. On 4/5 I received a partial refund of $325 instead of $400. After multiple attempts to contact ****** for an explanation and the remaining $75 were unsuccessful, I am filing a complaint with the Better Business Bureau on 4/16 due to the $75 owed me and their poor communication.
Business response
04/18/2024
Dear BBB,
Thank you for the opportunity to explain what transpired with ************** refund.
On March 13, 2024, ************** purchased the Elemental publishing package for the discounted price of $2799. She chose to pay for the package using a 5 installment payment plan, which added a $75 payment plan fee.She made the initial payment of $400 that same day. This payment included the payment plan fee.
A quick, peripheral review of ************** account does lend credence to her claim that some of her correspondence went unanswered. We apologize that she did not receive timely responses.
On March 28, 2024, ************** spoke with ******************************* and confirmed that she wanted a refund. On April 1, 2024, the refund request was entered into the system. The refund was approved for payment the next day and paid on April 4, 2024.
The payment plan fee of $75 was withheld from the refund because most of our authors pay the initial installment via our payment central group.That group will tell the author that the payment plan fee is non-refundable, as outlined in the Installment Payment Plan Agreement. However, ************** did not make her initial payment through the payment central staff; ************************ took the initial payment. And because ************** did not sign and return the Installment Payment Plan Agreement, we will refund the $75 payment plan fee. This will be done via mailed check, as ************** attached correspondence says that her credit card used to make the payment is no longer valid. She should receive the check within the next 14 business days.
In closing, we apologize that ************** correspondence was not responded to in a timely fashion. ************** did not receive the $75 payment plan fee back because it is typically non-refundable either because the author signs and returns the Installment Payment Plan Agreement and/or the author goes through our payment central department for payment. Neither of these applied to ************** account so the $75 has been refunded via mailed check. She should receive the check in 14 business days.
Sincerely,
***************************
Global Director Author Satisfaction
Customer response
05/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
I want it to be clear: I did not purchase any publishing package on March 13th.

I had an extensive conversation with ******************************* on March 13th. I told her I was finishing up my novel and would be sending it to her to look at. She stated that AuthorHouse was very interested. She talked about AuthorHouse's plans and that I could get a significant discount if I purchased a plan before St Patrick's **** I declined to buy a package. I told ************ was sending the book to other publishers to find the right one. She then told me that if I put money down, she could hold the discount on any plan I chose in the future. I made it clear that I would have to see the contract and get any questions answered about the contract before I committed to any plan. I asked about a refund of the down payment if I did not go with AuthorHouse as my publisher, and she said that $150 would be kept out of any down payment because it was the cost of vetting the book. She also reassured me that if I put money down, I could get a discount on any plan I chose. She assured me everything was moveable and that I would not be locked into a specific plan. She took my information over the phone, and I was charged $400 to hold the discount. ***** sent me a contract to review. I received two signature emails, one for the contract and another for a payment plan agreement. I did not sign either of these emails. I did not agree to AuthorHouse to be the publisher of my book.

Over the course of my interactions with *****, I learned that she did not send the book in to get vetted, but AuthorHouse green-lighted it to be published. She told me she was reading the book herself as a courtesy and to help keep costs low. ***** became hard to get a hold of on the phone, so I turned to email to get answers to my questions.

I want to emphasize the frustration I experienced due to the lack of response from *******************************. Despite sending multiple emails regarding my cancellation, the first email to cancel and request a full refund was on 3/22/24. I was compelled to call into customer service on 3/28/24 to inquire about a refund because ***** did not acknowledge the numerous emails sent regarding cancellation.

At the end of our correspondence, over the phone on 3/28/24, ***** told me that the book would only be vetted once I signed the contract. This was a complete contradiction to everything I was told when I gave her $400. If I had been informed upfront that I had to sign a contract, I would not have given ***** any money. She was fully aware that I had just started talking to multiple publishers and was reviewing contracts to select the right one for my book. She also refused to provide me with anything in writing regarding my refund queries.

I want to express my deep disappointment in *********************************** unprofessional behavior. Not a single one of my phone calls was returned from ****** in the refund department and the two emails I received from her were not helpful. She also did not respond to any of my questions sent by email.

I acknowledge receiving a check of $75, the remainder of my down payment, from AuthorHouse. It is unreasonable that I had to file a complaint with the BBB to receive the remainder of my money and an explanation as to why it was held in the first place.

This whole experience was distasteful. I was lied to and blatantly ignored by multiple people/ departments. The only reason that I am satisfied with this claim is because I have received all of my money back.

Regards,
*************************
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid AuthorHouse $1,200.00 to publish my book 2 years ago. I was told by *** in publishing to make changes to the book a year ago and I did. Recently, in March 2024, ***************************, told me Authorhouse is not going to publish my book. Authorhouse had my money for 2 years and now they tell me they are not going to publish my book. I could have been with another company and could have had my book on the shelf and making money. I told *************************** this and I told him that I want a full refund of $1,200.00 because I gave them my money to publish my book. If they didnt want to publish my book, they should have told me at the beginning, 2 years ago and should not have taken my money. *************************** refused to give me my money. I want my money back immediately.
Business response
04/10/2024
Dear BBB,

Thank you for giving AuthorHouse the opportunity to respond to ****************** complaint.
**************** purchased the Discovery publishing package along with a hardcover add-on in September of 2022. She submitted her initial manuscript that same month. The first step after receiving the manuscript is to perform a content evaluation. This checks for copyright, rights of privacy, libel/defamation, etc.
The manuscript was evaluated on September 29, 2022 and it was found to have copyrighted images and issues with libel/invasion of privacy. AuthorHouse provided **************** with her options.
She could hide her identity with the steps that were sent via email.
As an alternative, she could use her real name and delete all negative/offensive/derogatory statements from the manuscript and send it back in for review.
The Check In Coordinator (***) received a response from *************** with a few changes listed in the body of the email. The *** instructed **************** to make the changes within the manuscript that were referenced in the previous email.
The examples of issues were again listed in the email with instructions on the options to move forward.
**************** was not able to edit the file that she had initially submitted. She mentioned that she was going to try to find someone to help her convert the file so that it could be changed.
We did not hear from **************** until earlier this year. Another content evaluation was done in February and the same issues were present. After I spoke with **************** in March, I placed a refund request on her account. A check in the amount of $799.00 ($1,199 less the $400 processing fee as discussed in accordance with the attached Services and Distribution Agreement) was issued and mailed to **************** on March 22, 2024.This was sent via certified mail with tracking number 70203160000035950481. As of April 10, 2023 the envelope shows as moving through the network and in transit to the next facility. Unfortunately,we have no control over the postal service.
In closing, due to the content issues that went unresolved,a refund in the amount of $799 was processed. The check was mailed March 22, 2022 via *****
Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please see the supporting documents for specific details. This company operates under the name of Balboa Press and has failed to provide all services stated on the publishing packaged I purchased, even after following-up on several occasions. More over, the company was not easy to communicate about pending services and failed to respond on numerous occassions. In addition, the company was not transparent with royalties and did not reflect all purchases made as I personally made some purchases to test this out and purchases were not reflected on the author portal. A proper report of all the retailers where my book was being offered was also never provided and even though my contract was with Balboa Press as the publisher of my book, I found my book being offered online under "author solutions" as the publisher, which I never agreed to, neither was I made aware of. I requested the publisher to take my book down and issue a refund due to their failure to fulfill all services stated on the contract, they took the book down while other retailers are still selling my book, and responded saying that per the author agreement, no refunds were to be issued. They have failed to fulfill all services and took the book down, and now they refuse to provide a refund when the reason I asked for it is due to their failure to provide the services I paid for. This is very disheartening considering that they failed to fulfill the services I paid for, took my book down, then said they that per the contract no refunds were to be made. Now I don't have a published book, or a refund, or the money to publish it elsewhere. Later I found out that there are many other authors who have suffered the same experience and I really hope to get the ethical and professional support to resolve this matter. This company has caused me so much emotional harm and distress and I hope justice can be served and that no one else falls victim to this fraudulent company.
Business response
03/21/2024
Dear BBB,

Thank you for giving Balboa Press the opportunity to respond to ******************** complaint.
The response will be broken down into each part of ******************* concerns below.

Failed to provide services and response time:
Services mentioned by ****************** are listed below along with the status.
Book ******************** not completed not completed as book was canceled before we could fill
Bookselling Promotional Materials service not completed not completed as book was canceled before we could fill
Google Display Network campaign launched in early January instead of October due to an administrative delay
Premium Book Video Questionnaire returned November 14. Author was sent a script for approval in February due to a slight delay.
******************* Control Number received and placed on copyright page in 2023.
Copyright Registration The copyright office sends those as they are processed. It has not yet been received by Balboa Press.
Free books on contract in order to process the free books on the contract, shipping will need to be paid for those. This was discussed with the book consultant in late 2023. Since the book is now cancelled, ****************** will need to agree to reverse the printing status so that those books can be printed. She can call in to customer service and they will be able to assist her with this process.
Balboa Press apologizes for the delay in the services not completed due to an administrative error. Because ****************** cancelled her contract, we will not be moving forward with the unfinished services at this time.
Each step in the publishing process has an assigned representative. While we strive for a ***** hour turnaround response time, that is not always possible. Emails and phone calls are responded to in the order that they are received. We apologize if there were delays longer than the timeline mentioned.

Royalties:
Royalties are reported quarterly approximately two months after each quarter ends. ******************** book went live during Q3 2023. That quarterly report is attached to this response. There was one paperback sale and one hardcover sale, both through the Balboa Press website. There were no reported Q4 2023 sales.
In order to issue payment for these sales, ****************** will need to sign up for direct deposit payments. This can be done by logging into the author center on the Balboa Press website. She will need to go to the account information section and click on the link that says update electronic payment information. This will walk her through setting that up. Royalties are paid quarterly as long as we have direct deposit information on file previous to the payout month. ****************** must sign up for direct deposit before the month of May in order to be paid for the Q1 2024 payout which occurs in late May/early June.
We do not have an inclusive catalog of retailers that list the book. We send out the meta data to retailers to list the book. We recommend that ****************** perform an internet search on her book title or ISBN and look through the listings that are provided. *Because the book was cancelled per ******************** request, listings *** no longer show up during a search.
We would be happy to look into any missing sales if ***************** can provide a receipt so we know where to start our research. She can email *************************************
Author Solutions is the parent company of Balboa Press so it is possible that it is mentioned as being the publisher. We apologize for any confusion that *** have caused.

Cancellation and refund:
While searching the internet for the book by its assigned ISBN, it is still showing up in a search. However after clicking on multiple links, there wasnt a site that would allow a purchase to be made. It is listed as out of stock. As mentioned in previous communication, the book has been cancelled in our system. A request to remove the listing was sent to retailers therefore it is showing as not able to be purchased. It is incumbent upon the retailer to update their sites. Although there *** be a listing, no new orders should be filled. If for some reason a book is able to be purchased, royalties will be reported.
Per ******************** request, the book was cancelled in February of 2024. As the attached Services and Distribution Agreement states,we do not offer refunds after services are complete. The publishing package along with all add-on marketing is considered fulfilled at this time. Fulfillment of marketing services occurs when the questionnaire is returned or when we begin work on the service. This is all stated in section 4. Termination and Refunds.

In closing, we apologize for any delays in the fulfillment of services. However, all components of the package are considered fulfilled and we are not able to offer a refund. ****************** does have the option of putting the book back in print if she wishes. Once we receive direct deposit information, royalties will be paid on the reported royalties.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to Balboa Press/Author Solutions, I have to say that as customer, I trusted in you as a company, that my services would be fulfilled transparently. You have failed to meet your part of the contract when you consider sevices "fulfilled" after I have done my part to return requested documents, followed up with the marketing consultant for an update, and failed to receive any updates. This cannot be justified when delays in communication regarding any update (we're not even talking about fulfillment here) are months long, your staff does not maintain arranged phone meetings, and fails to pickup the phone or respond to my email attempts to setup a new phone meeting in order to get my services fulfilled. Magically, the day after I request to take down the book, I receive an email regarding a pending service so you can say a service wasn't fulfilled because I decided to pull the book out after I have been following up on numerous occasions without an update for months?
This is very sad because I understand that sometimes businesses can be under staffed, and that certain staff members don't represent the entire company, but you have failed to take accountability of your inability to fulfill my services and make it sound as if me pulling out the book out has been the reason. This is very disheartening when I have trusted in your services and you took $8,000+ from me without any delays from my part.
It is not to your best practice as a company to try and wash your hands about this and say that it was a simple delay and I pulled the book out so there's nothing else to do, when I have provided email proof of my attempts to communicate about any updates regarding the pending services. I also have a receipt from thriftbooks from a book purchase that is not listed on my book sales. How were you tracking sales through different outlets if there not listed on the royalty reports?
What about restoring your customer's trust by offering just ************************, and working on improving your services so that this situation doesn't repeat? As an unsatisfied customer, am willing to help prevent anyone from having the same experience by spreading the word about your service and response to this matter. On the other hand, as an author I am getting ready to publish my next book and become a speaker, I will have an audience I can also share with about my publisher being supportive in resolving a matter like this, and gaining my trust back to where I even choose to publish a second book with you and even recommend balboa press to others. What I would like for you to see is that it's not only a customer's complain you are dealing with, but your company's reputation.
I am unsatisfied with your response and would like a reconsideration of your view to this matter. I have supporting reasons to request a refund as your part of the contract was not fulfilled after returning requested items and attempting to obtain updates on the process of the services. Moreover, your team members have failed to respond at all or meet phone meetings arranged. It would be unprofessional and unethical to call your services "fulfilled" under the stated conditions. I feel betrayed and disappointed by your service and lack of professionalism.
Regards,

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

Business response
04/01/2024
Dear BBB,

Thank you for again giving Balboa Press the opportunity to respond to ******************** complaint.
We sincerely apologize of any lack in communication during the publishing process. As mentioned previously, we strive to respond to emails as quickly as we can. At this time, the main point of contact would be customer service. They can direct concerns to the appropriate department and can be reached at *******************************************
We would be happy to look into the book that was sold on Thriftbooks if you would send the receipt to ************************************. *************** will be able to research the issue further.
As of March 27, 2024 both the Book Signing Kit and the Bookselling Promotional Materials 300 have been completed. They were shipped to the address on file with tracking number 1Z75W84X0359871374 (UPS). Once we receive the approval for the script sent to ****************** in February, the video service would be completed in about 3-4 weeks. Again, we apologize for the delay in the completion of services.
We would be happy to re-instate the book at this time. In addition, we can offer a $1,000 refund towards the services paid. We should note that ****************** received a 50% discount on the publishing service initially.
In closing, we can re-instate the book and also fulfil the remaining services. As a gesture of goodwill, we can offer a $1,000 refund.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
04/12/2024
Hello,
It appears that my response to the last message regarding my complaint did not go through. I'm not sure if I clicked "cancel" instead of "proceed" but I would like the opportunity to send my response once again. In the event that it is not possible, please provide me with any possible steps. Do I need to open a new complaint? Please advice. Thank you for your understanding.
-DSelssy *******
Customer response
04/17/2024
I would like to further arrange for a better service experience. In the event that I am not able to receive proper communication regarding the remaining services and offer made to me in this complaint (this includes failing to receive a response at all, non attendance to any arranged phone meetings, or failing to provide requested updates) within 4-5 weeks, I would like a point of contact to solve the issue within two weeks, or consider the service unfulfilled and fully refundable.
Also, the book should be reinstated on all retail stores and platforms within 4-5 weeks, and the royalties made through different retail vendors should be reflected on the royalty reports both for physical books and e-books.
If Balboa can fulfill my request, I am happy to accept the offer made in the last communication log.
Thank you for working towards a just resolution.
Best,
*********************
Customer response
04/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like to further arrange for a better service experience. In the event that I am not able to receive proper communication regarding the remaining services and offer made to me in this complaint (this includes failing to receive a response at all, non attendance to any arranged phone meetings, or failing to provide requested updates) within 4-5 weeks, I would like a point of contact to solve the issue within two weeks, or consider the service unfulfilled and fully refundable.
Also, the book should be reinstated on all retail stores and platforms within 4-5 weeks, and the royalties made through different retail vendors should be reflected on the royalty reports both for physical books and e-books.
If Balboa can fulfill my request, I am happy to accept the offer made in the last communication log.
Thank you for working towards a just resolution.
Best,
*********************

Business response
04/24/2024
Dear BBB,

Thank you for again giving Balboa Press the opportunity to respond to ******************** complaint.
We have requested that the book be re-instated on both the Balboa Press bookstore website and all retail outlets. An email was sent to ***************** from our post production team so that she could approve of the files going back to the printer. Once we receive a response from her, it will be submitted and uploaded within 2-14 business days.
A refund in the amount of $1,000 has been placed on the account. A check will be mailed to ****************** within the next 7-10 business days.
Royalties are reported quarterly approximately two months after each quarter ends. The reports are posted to the author center under the sales and royalties section. Here is the quarterly schedule:
1st quarter -January thru March paid late May/early June
2nd quarter April thru June paid late August/early September
3rd quarter July thru September paid late November/early December
4th quarter- October thru December paid late February/early March
In order to issue payment for these sales, ****************** will need to sign up for direct deposit payments. This can be done by logging into the author center on the Balboa Press website. She will need to go to the account information section and click on the link that says update electronic payment information. This will walk her through setting that up. Royalties are paid quarterly as long as we have direct deposit information on file previous to the payout month. ****************** must sign up for direct deposit before the month of May in order to be paid for the Q1 2024 payout which occurs in late May/early June.
The only service that is not completed is the Premium Book Video. ****, the marketing representative, sent an email on April 18, 2024 of the script for approval. ****************** can reply directly to ****.
In closing, we have issued a refund in the amount of $1,000 via check to ******************. In addition, the marketing representative has emailed ****************** in regards to book video. This person will exclusively deal with the marketing fulfillment. We have requested that the book be re-instated and royalties are posted as the schedule indicates above.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
05/01/2024
Hello, thank you for your communication.
I have received the emails with regards to the reinstatement. I am currently reviewing the files and getting ready to send them back. Thank you.

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