Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an issue regarding unpaid royalties for my book, which I self-published through your company in June 2024. I paid over $4,000 for services, and despite receiving emails from the AuthorHouse ********************* regarding Q1 and Q2 royalties indicating payments have been made, I have not received any funds.I have been banking with the same institution since the early 2000s, and my direct deposit details have been correctly provided to them. Given the circumstances, I am deeply concerned about the transparency of their payment process and the failure to remit the royalties I am rightfully owed.I request immediate resolution of this matter and prompt payment of my outstanding royalties.

  

  Business Response

  Date: 03/17/2025

  Dear BBB,
  

  Thank you for the opportunity to explain the payment of ********** royalties.
  

  Ms. ******* book was made available for purchase in June 2024, which is the end of the second quarter. Book royalties are only paid via direct deposit to a US bank account for *********************** living in *****************.
  

  Ms. ****** provided her bank account information via her author center three times, the most recent being on January 9, 2025.
  

  There were no sales reported to us for the half month of the second quarter 2024 that Ms. ******* book was available. The royalties for the third quarter of 2024 ($42.89) and the fourth quarter of 2024 ($21.58) were paid in the fourth quarter 2024 payout. Below is the payment information:
  

  EFT000000340506 3/3/25  $49.00 ($15.47 tax withholding)
  

  The payment will show as coming from Content Distributors.This was paid to a *************** account ending in 2263.
  

  Despite her filing stating I have not received any funds. in an email she sent to several staff members (and forwarded to customer support for response) on March 9, 2025, ********* wrote that she did receive the deposit (although the amount is incorrect in her email, we will assume it was a typo) I received a deposit of $46.00.  This is the ONLY deposit received She goes on to say This money has not been removed from my account confirming receipt of the deposit.
  

  Her email was asking for clarification on the difference between the Net Sales amount and the Author Earnings amount on the Sales Activity Report on her author ************************* the response email dated March 10, 2025, the customer support representative explained that the report Ms. ****** was viewing was not the quarterly reports but another report that had an author volume book order for which royalties are not paid and first quarter 2025 royalties that have not yet been paid.
  

  Given that Ms. ****** confirmed receipt of the deposit in her email a week ago, we are unclear why her filing now claims that she did not receive the deposit.
  

  ********** desired resolution is delivery and the disputed amount is $64.47. As evidenced above, that amount was paid to Ms. ****** on March 3, 2025 and she confirmed receipt in an email a week later.
  

  In closing, ********** royalties were paid and she confirmed receipt of the deposit in an email a week later.
  

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

  Customer Answer

  Date: 03/24/2025

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

  Good Evening.

  The most recent response from Author House, (dated 03/19/25 and noted below) continues to state they have paid me twice, yet they have yet to confirm the bank account number or show me proof of where the funds were sent.

  Dear ***** ******,
  
  Good day!
  
  This is to confirm receipt of your emails.
  
  We provide all  our authors  full and clear transparency of their report through their author center account. If theres anything you are confused of, please let us know or kindly give us a call so we can clarify that with you. You may also refer to your publishing agreement Section 3: Royalties to better understand your royalty provisions.
  
  I will ask for the payment details and the last 4 digits of the bank account we made the payments to from our back office and I will get back to you.
  
  For the meantime, please check your bank statement or call you bank for deposits under Content ****************
  
  Should you have any other concerns, never hesitate to contact us by dialing our toll free number: ************ or by sending us an e-mail at our customer support mailbox:  ***********************************************************************************************************
  
  Sincerely,
  
  ****** *****
  customer support representative
  **********************
  ******************
  ***********, IN 47403
  P: ************
  ******************************************************************************

  ---------------------------------------------------------------------------------------------------------

  Prior to this response on 03/05/25, I was told that I would receive payment in the 4th quarter, well what happened to the 3rd quarter?

  Dear ***** ******,
  
  Good day!
  
  This is in regard to your royalties. Per our back office, you will be paid during the 4th quarter payout which should be in the next few days. Please check your bank statement or call you bank for deposits under Content ****************
  
  Should you have any other concerns, never hesitate to contact us by dialing our toll free number: ************ or by sending us an e-mail at our customer support mailbox:  ***********************************************************************************************************
  
  Sincerely,
  
  ****** *****
  customer support representative
  **********************
  ******************
  ***********, IN 47403
  P: ************
  ******************************************************************************
  -------------------------------------------------------------------------------------------------------------------

   

  Unless this is a case of fraud, I don't understand how Author House could take over $4,000.00 from me and refuse to pay me what amounts to royalties of less than $100.00.  I am VERY concerned for any future royalties coming from them and I do not trust them as a "so-called" business.

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

  
  

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  

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

  She writes The most recent response from Author House, (dated 03/19/25 and noted below) continues to state they have paid me twice
  

  The two emails she provided do not state that she has been paid twice. We can find no mention that any staff member told her that she has been paid twice, nor was it stated in our previous response. Our previous response was clear that only one payment had been issued and that it was for both the third and fourth quarters of 2024. We wrote:
  The royalties for the third quarter of 2024 ($42.89) and the fourth quarter of 2024 ($21.58) were paid in the fourth quarter 2024 payout. Below is the payment information:
  EFT000000340506  3/3/25 $49.00 ($15.47 tax withholding)
  

  She goes on to write yet they have yet to confirm the bank account number or show me proof of where the funds were sent. This was included in our previous response as well. We wrote:
  The payment will show as coming from Content Distributors. This was paid to a *************** account ending in 2263.
  

  As noted in our previous response she confirmed receiving payment in an email to **************** on March 9 that she received payment made tor to her.
  

  In closing,as we stated in our previous response, Ms. ****** has been paid for all due royalties. We provided the payment information, what quarters were included in the payment, and to what bank account the payment was made.
  

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

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:

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

  Regards,

  ***** ******

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I authored a book and had it published through Westbow Press.-Have not received the royalties -Rarely anyone answers when called and when they do they I'm connected to the proper ***** and once again they are rarely available, do not return calls and my request is never resolved. Recently I paid for the reminder of my books to be shipped directly to me and months later, have not been shipped.

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  Thank you for giving Westbow Press the opportunity to respond to Ms. ******** concern.
  

  Royalties are paid on a quarterly basis approximately two months after each quarter ends as long as we have direct deposit information on file.  Ms. ******* has been issued three royalty payments and they are listed on the attachment.  Also attached is the quarterly report. These are color-coded to show the payment that matches the corresponding quarter(s).The first payment was via check and it cleared our bank on December 16, 2022 and the endorsed check is also attached to this response.
  

  The two remaining payments were via direct deposit to the bank account on file ****** account ending in 1490 with the account name as *******************). These were successful bank transfers and will show as coming from Content Distributors on her bank statement.
  

  Because Ms. ******** book is live, she no longer has an assigned representative for production. General inquiries can be sent to customer support at customerservice@************************************** are able to assist or forward the email to the appropriate department.
  

  We apologize for the delay on shipping the remaining books from the offset order.  It appears there was a discrepancy on the amount in the warehouse.  We have corrected that and the order has been submitted. The books were shipped and delivered on Tuesday, March 11 2025 To Ms. ******** address.
  
  In closing, all due royalties through the fourth quarter of 2024 have been posted to the author center and paid to Ms. ************** The remaining offset books were shipped and delivered this week.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:12/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary of the Issue:1.On November 7, 2024, I signed a contract with WestBow Press for publishing services and made my first payment of $1,179.78 ($324.87 and $854.87 for two separate projects.2.Shortly after signing, I discovered that the assigned author representative was unavailable for one week. This critical information was not disclosed to me prior to or at the time of signing.3.Due to these circumstances and my concerns about their communication and service quality, I decided to withdraw from the project before any work had been initiated.4.Despite no services or work being rendered, ******* has retained 50% of my payment, citing their contract terms. I believe this retention is excessive and unreasonable given that no effort, time, or resources were expended on my project. In addition, I was forced to terminate the contract owing to the lack of transparency and deception. Desired Resolution:I am requesting a refund of the 50% retained payment, minus any reasonable administrative fees, as no services were provided (note that a fee of $75 was paid separately for administrative fees). I believe retaining half of my payment without performing any work, and given the companys deceptive practices, is unjustified and does not reflect ethical or fair business practices.Steps Taken to Resolve the Issue:1.I reached out to ******* directly to address this issue and requested a refund. However, they refused to comply and cited their contract as justification for retaining 50% of the ************* of the managers had called to warn me that they would retain $150 from my payment so I should reconsider ending the contract. I objected to that. And later I discovered that they retained 50% of the monies I paid.3.******* did not disclose the lack of availability of the assigned representative, which I believe is misleading. Even though I expressed from the start that I had a timeframe in mine to completion and it was important that I start right away.

  

  Business Response

  Date: 12/12/2024

  Dear BBB,
  
  Thank you for giving Westbow Press the opportunity to respond to Ms. ******* concern.
  

  Ms. ******* is correct in stating that she purchased two publishing packages on November 7, 2024 on a five term payment plan for each package.  The initial payment was taken on that same day ($324.87 and $854.87) that included a $75 non-refundable processing fee.
  

  Westbow Press allows 2-3 business days for contact from the assigned Author Care Manager (ACM) after the purchase of the package(s).
  

  The two projects were assigned on November 8, 2024.  Because the assigned *** was out of the office in that time period, a manager sent the welcome email on November 11,2024.  This email included submission guidelines and contact information.
  

  Ms. ******* responded with a request for a phone call the same day (Monday, November 11, 2024).  It should be noted that Westbow Press has a ***** hour turnaround time on email correspondence and emails are responded to in the order that they are received.  The manager responded on Wednesday stating that Ms. ******* could either set up a time with the assigned representative the following week or schedule a call with herself on the following day.
  

  In reviewing the notes on the account, all correspondence was within our standard ***** hour timelines. We feel that even with the *** out of the office, there was no delay on our part. 
  

  Westbow then received an email on Thursday, November ******* from Ms. ******* stating that she wanted to cancel the projects and be issued a refund.  The refund request was then sent to the sales team to review and approve.  Per the attached Services and Distribution Agreement (Section 4. Termination and Refunds), it states that prior to submission of the manuscript, a refund of the purchase price LESS $150 or 10%(whichever is greater) is applicable. In this case, it was 10% of the purchase price.  Additionally Ms. ******* also included these documents as part of her inquiry and acknowledges these as valid documents.   
  

  The purchase price of the color book package was $********.  Here is a breakdown of the calculated refund:
  10% of ******** is $389.93.
  $854.87 (payment amount) - $75 processing fee - $389.93 (10%) = $389.94 for refunded amount
  

  The purchase price of the black and white book package was $1,624.35.  Here is a breakdown of the calculated refund:
  10% of $1,624.35 is $162.43.  
  $324.87 (payment amount) - $162.43 (10%) = $162.44 for refunded amount
  

  The refunds were both processed on November 18, 2024 and credited to the **** ending in 1183.
  

  In closing, the proper amount was refunded to Ms. ************* card.  The agreement states that prior to submission of the manuscript the refund will be the purchase price less $150 or 10%, whichever is greater. The sales manager communicated this to her prior to cancelation November 14.  I also communicated this to Ms. ******* on November 22 after the refund was processed.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 12/12/2024

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

  Thank you for following up on this matter. I regret to inform you that I am completely dissatisfied with WestBow Press's response. Their conduct has been both defiant and consistently deceptive. It is important to contextualize this situation:this is a company acting against a single individual whose only goal was to independently publish two books. For independent authors like myself, this is a significant financial undertaking. It is unconscionable for WestBow Press to refuse a refund of my $627.40 simply because they can. I cannot think of any reputable business that operates in such a manner, particularly not one dealing with individuals rather than other corporations.
  

  In my case,no services were rendered. The process meant to get me startedvia the assigned author representativenever materialized. This crucial fact was not disclosed to me at the time of signing up. I requested multiple times that another representative be assigned to expedite the process, as I was eager to move forward, but my requests were ignored. I was repeatedly assured that someone would reach out to me, but when no one did, I followed up. The response I received was dismissive, with one representative stating, No one called you?in a tone of apparent surprise.
  

  Ironically,the only time I received prompt communication from WestBow Press was within an hour of submitting my cancellation request. At that point, the sales manager called menot to resolve the issues but to threaten that if I canceled, they would withhold $150 of my payment. Later, I learned that they intended to keep $627.40 instead. This is in addition to a $75 non-refundable administrative fee they had already charged.
  

  To reiterate, I received no services, no manuscript submission, and zero support during this process. I decided to cancel earlybefore submitting my manuscriptsbecause the red flags I encountered made me concerned about risking even greater losses. The situation is deeply troubling, especially since I made this decision shortly after signing up, when no tangible work had yet commenced.
  

  WestBow Press appears to operate in a manner that entraps new authors. Their tactics downplay critical details during the sales process, leaving authors feeling coerced into staying with them despite substandard service. I have since conducted further research into their business practices and found an alarming number of negative reviews that echo my experience. I regret not doing this research beforehand.
  

  This entire ordeal has been marked by professional bullying and a blatant disregard for the rights of clients like myself. I am committed to pursuing every available option to secure a full refund of my $627.40, including seeking legal counsel if necessary. I believe it is imperative to prevent other authors from enduring the same unprofessional treatment.
  

  Thank you for your time and attention to this matter. 
  
   
  Regards,
  
  **** *******

  ((I have attached this same note in PDF)

  

  Business Response

  Date: 12/17/2024

  Dear BBB,
  
  Thank you for again giving Westbow Press the opportunity to respond to Ms. ******* concern.
  

  Our records show that there was not a delay in contacting Ms. ******* after she was assigned to a representative.  As previously stated, the manager reached out via email in the standard timeline. Ms. ******* purchased her publishing

  packages on November 7, 2024 and was sent the welcome email on November 11,2024.  This was within two business days.  The manager also responded to further emails within the 48 hour turnaround time for email correspondence. 

  This is the same timeline if the assigned representative would have been in the office.  
  

  Because Ms. ******* requested a call before sending in materials, she was given a few options by the manager.  She could schedule a call with the assigned representative when he returned the following week or set up a time the following day (November 14, 2024) with the manager.  In her next email, Ms. ******* asked for a new representative that could contact her the following day.  Before this email could be responded to, she emailed and requested to cancel the projects.
  

  Ms. ******* is correct in stating that a sales manager did call her as that is part of her job.  She explained the process of cancelation and the refund policy set forth in the Services and Distribution Agreement. As mentioned by Ms. ******** this conversation included the withholding amounts in regards to cancelling.
  

  In an effort to bring closure, we are updating the refund amount to be $150 per publishing package instead of 10% of the price.  The refunded amounts are $252.47 in total (one in the amount of $239.94 and one in the amount of $12.53).  These will be refunded to Ms. ******* credit card within five business days. Below is the calculation on the refund amounts:
  Original refund amount with 10% holdback as noted in the services agreement: $389.94 but now refunding based on $150 so the difference that is owed is $239.94
  Original refund amount with 10% holdback as noted in the services agreement: $162.53 but now refunding $150 so the difference that is owed is $12.53
  

  Yes, there is a non-refundable processing fee of $75 for payment plans.  This is outlined in the Installment Payment Plan Agreement provided and signed by Ms. ********
  

  In closing, the refund policy is stated in the Services and Distribution Agreement that Ms. ******* submitted and acknowledged. In order to bring closure to this complaint, we are withholding the lesser of the two amounts. The refund of the difference will be credited back to her account within five business days.
  

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

  Customer Answer

  Date: 12/19/2024

  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. 
  
  Dear BBB:
  

  I am writing in response to the recent email you shared from Westbow Press regarding my complaint. While I appreciate BBBs efforts in mediating this matter, I must express that I am not satisfied with Westbow's unfair attempt at a resolution.
  

  Westbow Press has offered a partial refund of $239.94.However, I am requesting a full refund of $627.40. This is not one of those situations where I can accept the easy way out. My decision to cancel the contract was based entirely on *******'s inaction, lack of transparency, and the deceptive practices I uncovered before materially engaging with them.
  

  It is incomprehensible how any business can operate as ******* has demonstrated. This is not merely about recovering my funds; it is about ensuring that ******* is held accountable for practices that could harm other new authors. Accepting a partial refund would compromise my principles and leave their actions unchallenged, allowing the same issues to persist for others.
  

  While I would appreciate a speedy resolution to this matter,I am fully prepared to escalate it further if necessary. I urge Westbow to refund the full amount of $627.40 and resolve this matter fairly, demonstrating that they are a company of integrity.
  

  Thank you for your continued assistance in mediating this process.
  
  Regards,
  
  **** *******

  
  

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  iuniverse is a publishing company that I used to publish my book. They have an extremely aggressive marketing department. I paid for editing, producing my cover (They did not design the cover.) They asked for extra money for reviews and I approved that ($5,498.00). I didn't approve money for the audiobook.When I checked my AMX account, they had charged over $3,741.67. The reviews were not on my book flaps. I have asked them for my refund and now they won't return my email or phone calls. They are taking advantage of me because I am a senior citizen. PLEASE help me get my refund they are scam artist and I don't want anyone else to go through this.

  

  Business Response

  Date: 11/13/2024

  Dear BBB,
  

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

  They asked for extra money for reviews and I approved that ($5,498.00).
  The reviews that Ms. **** purchased were the Review Duo for the discounted price of $1249.50 and the Kirkus Basic for the discounted price of $1499.50. She opted to pay for these using a payment plan, which added a non-refundable $75 payment plan fee, making the total for the reviews $2824. This is much lower than the $5498 that she writes in her filing. Ms. **** has no services that total $5498 so we are unclear where that amount came from.
  

  I didn't approve money for the audiobook.
  Ms. **** purchased the Professional Audiobook package for the discounted price of $1200 and the audiobook conversion-additional words for $4300. She opted to pay for these using a payment plan, which added a non-refundable $75 payment plan fee, making the total $5575. She purchased these through the self-service portal on June 4th at 6:31 p.m. She would have had to provide her credit card information at that time for the transaction to be completed. Because of this we are unclear how she claims she did not approve the audiobook purchase.
  

  Also, on July 10, 2024, Ms. **** agreed to keep the audiobook service by responding to an email from her marketing representative:
  From: ******* ****
  Sent: Wednesday, July 10, 2024 1:14 PM
  To: ****** ****** <********************************************************************>
  Cc: francesleon
  Subject: Re: APPROVAL
  
  Yes, I approve.
  
  On Wed, Jul 10, 2024 at 10:10?AM ****** ****** <********************************************************************> wrote:
  Hi *******,
  Please respond I Approve. This is for us to proceed and expedite the fulfillment for the following services below.
  ***************************** Remaining Balance- $1,833.33
  Bookstore Returnable Program Remaining Balance- $324.66
  

  Again, we are unclear how Ms. **** did not approve the audiobook purchase.
  

  When I checked my AMX account, they had charged over $3,741.67.
  This amount is the first and second installments of the audiobook service (including the non-refundable payment plan fee). Again, Ms. **** purchased these through the self-service portal and would have had to provide her credit card information for the transaction to be completed. She defaulted on the payment plan and the third installment of $1833.33 due on August 4, 2024 declined.
  

  The reviews were not on my book flaps.
  This is correct. The book has to be complete for the reviewers to read and review it. If the reviews are good and an author wants to include them on the book flaps, they can be added later (with additional fees). Ms. ***** book was completed on June 14, 2024. The reviews were not initiated because ******* did not return the approval forms for the reviews to commence.
  

  Ms. ***** desired resolution is a refund. The two review services were refunded on November 13, 2024 since Ms. **** had not returned the approval forms to begin the service. The amount totaling $2749 was refunded to the **** card used to make the purchase. She should see that amount back on the card within 3-5 business days.
  

  The audiobook services were refunded on November 12, 2024 since they were not fulfilled because of the defaulted payment plan. The amount of $3666.67 was refunded back to the **** card used to make the purchase. She should see this back on the card within 3-5 business days.
  

  In closing, Ms. **** agreed to the review services, albeit for much less than what she claims in her filing. She purchased the audiobook services through the self-service portal and would have had to provide her credit card information to complete the transaction. Neither of the services were fulfilled-she did not return the approvals for the reviews and she defaulted on her payment plan for the audiobook. Therefore, we have refunded those services to the credit card used to make the purchase. The funds will reflect within 3-5 business days.
  

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

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought into this company; they did not do as they were contractually obligated to do. They even got more money out of me to do a ****** campaign which has resulted in my information being leaked to scammers in other countries.

  

  Business Response

  Date: 11/12/2024

  Dear BBB,
  
  Thank you for giving ******* the opportunity to respond to Ms.Whites concern.
  

  Ms. ***** purchased the Black and White Custom publishing package on October 15, 2019 on a three term payment plan.  We created electronic proofs for review based on her instruction and designer expertise. Once the proofs were signed off on by Ms. ****** the files were sent to the printer. Per the signed Services and Distribution Agreement, a refund is not applicable after final approval of work has been received.  We received the sign offs on October 23,2019.  The electronic files were then sent to the printer and the book was available for purchase.   
  

  Ms. ***** purchased the ****** Display Network along with post publication corrections on March 18, 2022. We completed the corrections and the book files went back to the printer on November 7, 2023.  
  

  Due to the volume of services in our pipeline for fulfillment, the ****** Display Ad has not ran. We apologize for any inconvenience and will be refunding this service in full.  A check will be mailed to the address on the account within 7-10 business days once we receive address verification.
  

  We have done everything we can to protect author data. These folks calling are not connected to Xlibris and we have not sold author details nor do we have 3rd parties calling on our behalf. There are a lot of scammers out there and a variety of bad actors who have a variety of tools at their disposal to mine data in less than honorable manners.
  

  In closing, Ms. ***** is not eligible for a refund of the publishing package as it has been fulfilled. We have cancelled the ****** Display Network service and a refund in the form of a check. I have tried calling Ms. ***** several times to verify her mailing address. Once Ms. ***** verifies her address, a check will be mailed in 7-10 business days.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 11/17/2024

  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 have visited Xlibris website and have made sure they have my current mailing address. To confirm:

  ToiSwan White

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

  Montgomery, AL 36108
  
  

  Regards,

  Toiswan White

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Archway Publishing (aka Author Solutions of ***********, **), subsidiary of **********************, to publish my Novel "American Sparrow", pen name ***** ********.I sent the manuscript into them to be formatted and have them create a Cover.What I go back was a mess, half-baked work, which was then left up to me to fix.This is FRAUD.Given who these people are, I expect professionalism and accurate work, which all other Publishers seem to be able to do.They took my money and now want to insult **** want an apology from Corporate and I want a new coordinator to work with.I called their phone number and complained to someone by the name of **** who gave me the email address of the individual I am working with.I am sending the manager and the coordinator the emails containing the Cover and Content Modification forms I attempted to fill out, but couldn't because the files were not complete.The Novel was supposed to be edited and the Cover created properly.They did neither.I am considering publishing with another firm and getting my money back if we cannot resolve this situation.

  

  Business Response

  Date: 09/24/2024

  Dear BBB,
  
  Thank you for giving Archway Publishing the opportunity to respond to Mr. ******** concern.
  
  Mr. ******* purchased the Pathfinder publishing package on July 31, 2024 on a three term payment plan. The package inclusions can be found on the website here: *************************************************************************************************************************************************************************
  
  It should be noted that none of the packages include editing of the manuscript.  This is an extra service that can be purchased separately. Editing is a time consuming service as an editor does read the manuscript so this would increase the publishing timeline.  We apologize if there was any confusion on this.
  

  The cover and interior files were created electronically within the timelines given.  The interior note said designers choice.  The interior fonts and overall design match the cover which is an industry standard.  The cover instructions were sent to the designer as the premise for the cover idea.  Because we work with stock imagery, sometimes every single component cannot be added. However, after looking at the cover, we see no issues with what was designed based on the idea that was provided.Changes can be noted on the modifications forms. If a more detailed cover is something that is needed, we do offer custom cover illustrations.  This isnt included in the package and would incur an extra fee in addition to an increased timeline for the full publishing process; though, it is an option.
  
  In checking over the account notes, we see no issues with the currently assigned representative. He has responded to all emails in a timely fashion, provided correct information and forms, and explained everything to the fullest. If the modification forms are not working in the electronic version, we would be happy to mail paper versions to Mr. *********** other representative will provide the same accurate information as the current one.
  
  In closing, Mr. ******* can send all corrections to his assigned representative and we would be happy to make the changes.  Editing can be purchased as an extra service fee. We have done a call audit and at no point was Mr. ******* misled on the services or promised editing.
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 09/24/2024

  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. 
  
  1. I see nothing but NEGATIVE REVIEWS from other Authors.

  2. This is nothing but an old school scam to bait and switch tge Author into spending more and more money.

  3. Sending back a half- backed set of files (cover, content) is an outrage and insulting.

  4. I was sent several emails that insist the problems will be deslt with.

  5. When I complain to nose in the air ****************************, the ******************, they insist the subsidiary imprint does not exist. Lie after lie, after inconsistencies.

  6. I WAS TOLD BY THE SALES PERSON ALL EDITING WOULD BE DONE WITH THE SALE...PERIOD!

  7. Therefore, THEY ARE COMMITING FRAUD AND TRYING TO GET AWAY WITH IT.

  8. IF THE NOVEL TASKS AS ADVERTISED ARE NOT COMPLETED, THEN THE *** WILL BE NOTIFIED AS TO THESE DIRTY, UNDERHANDED SALES PROMISING TECHNIQUES BEING FOISTED ON THE GENERAL PUBLIC.

   

   

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

  
  

  

  Business Response

  Date: 10/02/2024

  Dear BBB,
  
  Thank you for again giving Archway Publishing the opportunity to respond to Mr. ******** concern.
  

  All services have been completed as outlined on the Archway Publishing website.  The call audit indicated no promises of editing being included in the package that was purchased by Mr. ******** The interior and cover were designed based on industry standards using the materials that Mr. ******* provided.
  

  Archway Publishing is the partner brand developed between **************************** and Author Solutions.
  

  Since our last correspondence, Mr. ******* has filed a chargeback with his credit card company and cancelled his project.
  
  In closing, Archway has completed services within the package inclusions listed on the website.  We stand by our previous response.  
  
  Sincerely,
  
  ****** *******
  Global Director of Author Satisfaction 

  Customer Answer

  Date: 10/04/2024

  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 resolved the complaint by blocking them from any more draws from my credit card.

  Apparently, I could not trust them as a Publisher.

  They didn't even have any respect for me, to at least send an email regarding their stance.

  If they want to publish this novel, AND will publish it for the price they claimed over phone, AND do it professionally, not slipshod as was done ( you have the proof, literally), I would be willing to continue.

  If no communication VIA EMAIL occurs within the week, I will assume we are done.

  They should be, but obviously are not, embarrassed to destroy our relationship.

  This is a disgrace to the publishing industry.

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

  
  

  

  Business Response

  Date: 10/07/2024

  Dear BBB
  

  All services have been completed as outlined on the Archway Publishing website.  The call audit indicated no promises of editing being included in the package that was purchased by Mr. ******** The interior and cover were designed based on industry standards using the materials that Mr.Pamelia provided. He has also since filed chargebacks through his credit card that we have elected to not contest.
  

  We wish Mr. ******* well with his future publishing endeavors and respect his request for cancelation.
  

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

  Customer Answer

  Date: 10/07/2024

  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. 
  
  
  

  Regards,

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

  Customer Answer

  Date: 10/07/2024

  These people are so shady, they include a customer satisfaction link THAT DOESN'T EVEN WORK?????

  Disgusting!

   

  our customer satisfaction survey. 

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didnt know that the BBB was an option until recently.I had a book published by Xlibris in May of 2005. I havent received royalties in about a decade. They continue to give me the run around. I have some of the communications via email.Please note that once they agree to pay me what they owe me, I will update my address with them.Any assistance that you can provide would be much appreciated.

  

  Business Response

  Date: 08/09/2024

  Dear BBB,
  

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

  ****************** has not received royalties in almost a decade because she has not had any sales reported to us since 2016.
  

  We are unclear what ****************** is referring to when she says They continue to give me the run around. The last email that we received from her regarding royalties was in October of 2023. She wrote:
  Im the author of sunburst . Please advise me as to how my book sales are going,how I can track my own sales, and what the status is of my royalties. I havent received payment from you in quite some time. Also, please note that I have a new email address, snail mail address, and phone number. Please email me at my new email address, and update the information in your system. The new email address is ************************* Thank you.
  

  The response she received stated:
  *****,
  
  I have updated the email address on your account. If you could please reply to this email with your new mailing address, I can update that on your account.
  
  You will need to register for the author center on the Xlibris website with your new email address. Once you are registered and logged in, you will need to go to the sales and royalties section. There will be a link that says view your royalty reports. The next page will have a drop down menu of all royalty earning quarters. The last reported royalties were in 2016.
  
  We are no longer issuing check payments for royalties. You can sign up for direct deposit through the author center as well. You will need to go to the account information section and click on the link that says update electronic payment information. That will walk you through setting that up.
  

  She responded with:
  Ok, and thank you.
  

  We are not sure how this email chain is giving ****************** the runaround. It is clear and concise. She has not had sales since 2016. We asked for her correct postal address but did not receive it. She was told how to view her sales reports and to provide bank information to be paid any future royalties; she has yet to do so.
  

  All due royalties have been paid and the checks have cleared the bank. It should be noted that we have a six year statute of limitations for payment reissuing.Even if these checks had not cleared our bank, we would not reissue them, as they are well outside the six year statute. Again, there have been no sales since 2016.
  

  In closing, as ****************** was told in October 2023, and as she can see on her author center, she has not had any sales since 2016. The royalties prior to that have been paid and the checks have cleared the bank.The email that she received in October 2023 was clear on how to view her sales and her next steps, with providing her correct postal address and providing bank information, neither of which she has done.
  

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

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2009 I submitted original 550 page manuscript for consideration for publishing. I had contacted by them, they wanted my book n took 1500 of my $. Then chopped my book in half saying I need to turn it into 2 books . After they edited it, there was hundreds of typos and some of the book made no sense as they messed up the story flow. Since 2010 I asked for help to fix my book and they refused to unless I paid 1800 more. They said once I pay 1800 they'd reconsider fixing my book. I gave up and last year I contacted them again to get my manuscript back and it took numerous departments and months later, and they LOST MY MANUSCRIPT. They said the only manuscript they had was the one they edited, which was emailed to me this year. I asked for a refund and for damages because they lost my original manuscript and they emailed me telling me I'm not eligible for a refund and ignored compensating me for the loss along with a release of my book as I told them I'm cancelling my book with them and wanted a release from them. Also, I asked for my signed contract because the one I paid for coveted me getting rapid service, the 1st copy, 100 books, editing, illustration, publication on all platforms, tv script as tv is what they sold me , as they said my book was perfect for tv. As it is, the scammed me, wanted to have my book into 2 so they'd made more money. As far as my contract, they lost that too. So I'd appreciate your help to get my full refund of 1500 along with damages of them losing my full manuscript and a full release, as I can't finish my book

  

  Business Response

  Date: 08/07/2024

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

  The response will be broken down into three main points.
  

  Manuscript was cut in half and is lost. 
  Our records indicate that ****************** submitted a manuscript in early 2009.  Unfortunately, we do not keep hard copy materials or any storage media after the files are uploaded into our system.  We have attached the oldest copy of a typed (electronic) manuscript in ********* Word to this response.  There are newer versions in addition to this one.  The last version received in early June of 2009 was sent to the editing team. If ****************** needs a copy of that version or the final edited version, she can reach out to customer service at *******************************************************
  

  Ms. ******** original purchase included editing.  After the editing team received the manuscript, the initial estimated word count increased.  This incurred an extra service fee that was set up on a payment plan.  This has not been paid by ****************** as of August 7, 2024 and the balance due is $1,887.96.This will need to be paid in full in order to move forward to the design phase.
  

  ****************** mentioned that her original copys page count was cut in half.  She also mentioned that it was double spaced. In addition, the manuscript also had multiple hard returns and tabs within it.  These would all bulk up the page count of the manuscript. We requested that ****************** remove the hard returns and tabs before moving forward to editing.  In checking the manuscript that was submitted to editing, it was 86 pages.  This version was not double spaced but appears to be complete. It has all chapters and at the end of the document, it states the end.  
  

  Editing caused typos within the manuscript.
  While we do have a small margin of error for editing, we see no blatant mistakes on the part of the editing team.  The editing service that ****************** purchased included two rounds of edits and a quality review.  However, ****************** is welcome to submit any editorial mistakes during the design phase. These would be changed at no charge.
  

  The contract is lost.
  The signed contract in addition to the terms and conditions are attached to this response in a PDF format.  We apologize that customer service was not able to provide them in a format that ****************** could open.
  

  In closing, AuthorHouse is not able to process a refund because the services have been completed.  ****************** does have the option of continuing the publishing process after paying the outstanding balance of $1,887.96.  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction 

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint against HarperCollins ********* is one of negligence. They are the parent of Westbow Press and I wanted to tell them of my bad experience in dealing with Westbow Press The attitude of HarperCollins ********* was one of apathy, saying stuff like they are a separate division. Excuse me! The general is in command of ALL of his officers. If you own a company, even if it is ran as a division, it still reflects on you. I will not purchase, nor recommend any type of product from this company. They have already gotten too much money of my money!

  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  

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

  Mr. ********** filing is vague and does not provide any specific instances of negligence that can be researched. That said, I spoke with ********************* last week on July 11th and discussed his issues. He mentioned communication issues but do not elaborate on those so no further investigating was done. He also mentioned that he wanted control over the author website so that he could make his own changes. This had already been discussed with him in late May and early June. When asked if the website domain was his property, his assigned ********* Services Representative wrote:
  

  Technically, the domain name is not yours since we were the ones registering it for you. However, you can always request the website release and we will transfer the domain name and the website files to you (but you need to have your own hosting space to have the website live).
  
  We are currently taking care of the website because its hosted in our servers and we are responsible for its contents.
  
  If you want to have someone to control your website you only need to send the attached release forms (website files and domain name) and we will send you all the files and credentials so you can have the website up and running on your own. I would like to remind you that this will require your own hosting space.
  
  
  ********************** responded that he needed to make changes to the website and not incur any additional fees. The assigned representative responded:
  Yes, our designers can make the modifications. Please let me know what you want to add or change on the website and our team will take care of it.
  
  After our conversation on July 11, 2024, I sent him a follow up email on July 16,2024 and stated that we could make changes to his website. He responded on July 18, 2024, after this filing, stating that he would send changes for the website in a month or so.
  

  Mr.********** desired settlement is contact by the business.  As stated previously, I spoke with him last week on July 11, 2024.
  

  In closing, Mr. ********** filing does not go into detail about the negligenceof Westbow Press. We are aware that he wanted control of his author website.That has been explained to him and he has been asked to provide the changes he wants made. He emailed me on July 18, 2024, stating that he would send changes in a month or so.
  

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

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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