ComplaintsforAuthor Solutions, LLC

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a publishing package from iUniverse then was sent an electronic contract to sign; I did not agree with the terms of the contract and I did not agree to sign it. Therefore I requested a refund. My emails and voice messages have been and are being ignored. I would like to have my money refunded. It should not take a month to refund an electronic payment. Please refund my money. Yes, they're aware of this issue as they have been contacted but yet to date-- I have not been refunded my money.Order number ********

  

  Business response

  09/07/2021

  Dear BBB,
  Thank you for the opportunity to explain what transpiredwith ************** refund.
  

  On July 22, 2021, ********************** purchased the Selectpublishing package for the discounted price of $675. She paid the entire amountthat same day.
  

  On August 8, 2021, ********************** called to say that shewanted to cancel the purchase because she did not agree with portions of theServices and Distribution Agreement.
  

  All refund requests follow a series of steps prior toreceiving approval. We ensure the request is eligible for refund and, if so,the refund amount is calculated, and is in accordance with the terms of theauthors Services and Distribution Agreement. This process can take 10-15business days.
  

  The refund was entered into the system on August 18, 2021,approved the same day, and paid the next day, August 19, 2021. The full amountof $675 was returned to the **** card ending in **** used to make the purchase,transaction ID ******************************************, ********************** has had her refund for two weeks at this point.
  

  In closing, ****************** to cancel her publishing package because she did not agree with portionsof the Services and Distribution Agreement. Her refund was paid in full to thecredit card used to make the purchase on August 19, 2021, one week prior toreceiving this filing.
  

  Sincerely,
  ***************************
  Global Director AuthorSatisfaction

• Initial Complaint

  08/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ID number at ******************** is ****** and had a manuscript that was prematurely submitted to IUniverse to be published, however I changed my mind about publishing the book and called to cancel the publication of the book, Now it was cancelled on 3 Aug, 2021, and I received a confirmation that it was cancelled and I would receive refund in 12 to ****************************************************************************************** an email yesterday on 13 Aug, and she stated that they are still working on publishing the book called Spirits in the Neighborhood, and when I email her she doesnt respond, and never answers her phone, and is always away from the desk when I call and is never available to receive phone calls and the issue here is that *********************************** (Production girl) apparently did not receive the message that this book Spirits in the Neighborhood has been cancelled and message are not being directed to her that this book is not to be published, please help cancel this

  

  Business response

  08/24/2021

  Dear BBB,
  

  Thank youfor giving us the opportunity to respond to ************* concerns regardingthe cancellation of his project.
  
  On July 1,2021, ******************** purchased the Color Basic publishing package from iUniverseand signed the Services and Distribution Agreement via eSignature on July 6,2021 (copy attached).
  
  Mr. Campbellrequested the cancellation of his project on August 2, 2021 and a refundrequest was entered into our system the following morning. At this point, hehad already submitted his manuscript and it was in the design phase ofproduction. On August 3, 2021, a representative from our refunds departmentsent ******************** a confirmation that his refund would be processed within12-14 business days. While the refund request had been entered, the status ofthe project in our system remained the same because the refund had not yet beenprocessed. The status of a project is not changed to cancelled until therefund has been paid.
  
  On August13, 2021, around 8:30am ************* publishing services associate (ChristineColborne) sent an e-mail updating him on the progress of his book. At 10:50amthe same day, the refund was processed and paid (8 business days after hisrequest) and the status of his project changed to cancelled. This means thatat the time ************ sent her e-mail, the status had not yet been changed. OnAugust 16, 2021, ******************** called stating that his representative was notaware of the cancellation of his book and requested e-mail confirmation. Thesame day, ************ sent an e-mail confirming that his book was cancelled. Acopy of this e-mail is attached for convenience.
  
  In closing, Ms.Colborne sent a courtesy e-mail updating ******************** on the progress of hisbook before the refund had been fully processed and the status changed in oursystem. She confirmed via e-mail to him on August 16, 2021 that his account hasbeen fully cancelled. To date, ************* account and project remaincancelled and he has been refunded in accordance with the Services andDistribution Agreement.
  
  Sincerely,
  
  EugeneHopkins
  Global Director of Author Satisfaction

• Initial Complaint

  08/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a manuscript,paid all costs,met all requirements and did not receive printed books delivered as specified.my project # is ******. I paid a total of $ ******.

  

  Business response

  08/18/2021

  Dear BBB,
  

  Thank youfor iUniverse the opportunity to respond to **************** complaint. 
  
  ************************* purchased the Premier publishing package on February 24th 2020 on a three term payment plan with the first payment being charged to hiscredit card that day.  The second andthird payments were due to be charged on March 24, 2020 and April 24, 2020 butwere both declined. ************************** spoke to iUniverse on April 27, 2020 and hewas alerted that his account had defaulted. He paid the balance due in additionto a decline fee of each payment on April 27, 2020.
  
  ************************* submitted his completed manuscript on April 3, 2020.  The manuscript was submitted to the editorialteam to complete the editorial assessment that was included in Mr.Friedlanders package.  Because theaccount had defaulted at that time, the editorial assessment could not start onthat date.
  
  Unfortunately,our software does not automatically alert customer service when an account hasbeen paid in full.  Because of this, theeditorial assessment was not started when the account balance was paid.  We apologize for this inconvenience.  The editorial assessment was completed onFebruary 19, 2021. An email was sent to ************************** that included theevaluation, an FAQ, and a copy of the current marketing text.  At that time, ************************** bypassed anyfurther editorial services.
  
  In order tomove into the design phase of production, iUniverse needed an acknowledgementthat we did indeed have the final version of the manuscript or for ************************* to submit his final version. We apologize if that was not clear.
  
  There was nocorrespondence between ************************** and his representative from Februaryuntil August 12, 2021. ************************** emailed and said that he had notreceived his book yet.  Therepresentative responded on August 13, 2021 and informed him that we needed afinal version of the manuscript in order to move forward. She attached theversion that we had and requested that if he had any corrections, to let herknow so we can move forward. As of August 18, 2021 the representative has notreceived a response from **************************.
  
  In closing,iUniverse would be happy to complete the publishing process for *************************. The customer service representative that is assigned to him hasbeen in contact with him as of August 18, 2021. She alerted him that in orderto proceed through production, iUniverse needs a confirmation that we have thecorrect manuscript in order to get started.
  
  Sincerely,
  
  EugeneHopkins
  Global Director of Author Satisfaction

• Initial Complaint

  08/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I decided to work with xlibris to publish my children's book and they have failed to provide me with updated drawings that match the changes I requested, and I received the same file back multiple times. I requested a refund for lack of them holding the contract up on their end, and they have refused.

  

  Business response

  09/09/2021

  Dear BBB,
  

  Thank you for the opportunity to explain what transpiredwith ************ refund.
  

  On January 8, 2021, ****************** purchased the ChildrensBallad publishing package for the discounted price of $1099.50. She alsopurchased Illustration-Designers Touch for $309, Childrens Package-Upgrade toIllustrators Finish for $1365, Hardback availability for $149.50, and copyeditingfor $3. She chose to pay for these services using a three installment paymentplan, which added a non-refundable $75 payment plan fee, making the total$3001. She made the first payment of $1000.33 that same day. She made thesubsequent payments of $1000.34 and $1000.33 on February 8, 2021 and March 8,2021, respectively. She also returned the signed Services and DistributionAgreement and the Installment Payment Plan Agreement on January 8, 2021.
  

  On January 13, 2021, ****************** sent her manuscript to herassigned coordinator. The process of the illustrations then began. The initialsketches were completed on March 24, 2021. ****************** sent corrections and therevised sketches were completed on May 20, 2021. She again sent corrections andthe second round of revised sketches were completed on July 19, 2021.
  

  At the same time the illustration sketches were being done,the copyedit was also being completed. The copyedit was completed on April 6,2021 and emailed to ****************** that same day.
  

  ****************** emailed her publishing consultant on July 26,2021, requesting a refund, stating that she was receiving the same sketchesafter each round of revisions. The publishing consultant responded on July 30,2021, apologizing for the delay in her response, as she was out due to COVIDcontact tracing. She let ****************** know that her project had been escalatedto the production manager to resolve the issue. ****************** responded on August2, 2021, that she did not wish to continue and wanted to proceed with therefund.
  

  The refund was entered into the system that same day. Allrefund requests follow a series of steps prior to receiving approval. We ensurethe request is eligible for refund and, if so, the refund amount is calculated,and is in accordance with the terms of the authors Services and DistributionAgreement. This process can take ***** business days.
  

  On August 12, 2021, prior to her filing the Better BusinessBureau complaint, ****************** spoke with ***************************, Director of AuthorSatisfaction, who told her that her refund would be approved less thenon-refundable payment plan fee and the fulfilled copyedit fee. ************refund was approved for payment that same day and was paid the next day. Thisis within our normal ***** business day timeline.
  

  ************ publishing package and illustrations wererefunded in full, due to staff turnover and timing issues with theillustrations. Therefore, the refund was $3001-$75 non-refundable payment planfee=$3 copyedit fee=$2923. This amount was refunded to the **** card ending in1670, transaction IDs 596f34a6da26432ca78e04a5ea72e0c4,5a09c38cd0de41ee978baa5fbc5eeebb, f58ac67fd13347f090df1192fb63b3e5.
  

  In closing, ***************** chose to cancel her project, due to an illustrations issue. She was told that she would berefunded in full less the non-refundable payment plan fee and the fulfilledcopyedit fee. This amount was refunded on August 13, 2021 and paid to the ****card used to make the purchase.
  

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

  Customer response

  09/09/2021

  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 did receive the refund from the company.
  
  
  

  Regards,

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

*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. ↩