ComplaintsforAuthor Solutions, LLC

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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.
Initial Complaint
03/12/2024
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 was contacted many times by this company after looking at their website to learn how to publish a book. I finally answered the phone after ignoring their calls many times. (That should've been my first red flag) A rep talked me into signing up for a FREE 1-month trial of Author Learning Center where I would have access to workshops and webinars. I have not gotten on this site since signing up for the trial nor do I care to continue using them. So I tried to cancel my free trial before I get charged monthly for something I don't use. Their site is very confusing. After digging and digging i finally found an email and phone number to call. But conveniently their call center is always experiencing "higher than normal call volumes" which is complete BS!! I've tried many times to call, sent multiple emails. No one has followed up with me. I've tried getting on their ******** page to warn others of this scam. And now here I am reporting them to the BBB in hopes to further warn of this company.
Business response
03/13/2024
Dear BBB,
Thank you for the opportunity to explain **************** Author Learning Center subscription.
**************** signed up for the Author Learning Center on February 13, 2024.
We apologize that **************** had issues reaching staff to cancel her subscription. She was able to speak with a representative on March 13, 2024 about cancelling her subscription.
The subscription was cancelled on March 12, 2024 when this inquiry was received. Because this was still within the 30 day free trial, **************** was not charged the $9.99 fee.
In closing, **************** Author Learning Center subscription was cancelled on March 12, 2024. This was within the free trial so she was not charged the monthly fee.
Sincerely,
***************************
Global Director Author Satisfaction
Initial Complaint
03/11/2024
Complaint Type:
Order 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 $399 and another $50 for this company to reissue a book published 24 years ago with a new title and some changes. I am now 84 years old. When I attempt to work on the manuscript, I found that I mentally couldn't do it. I was double checking and double checking myself to the point that I become dizzy. I've wanted to do this for a long time. But I just cannot do it. This is NOT ' Buyers Remorse '. i want to but can't. The company says that any refund. If at all, will take weeks. I filed a cancelation with them within three business days. I made a mistake. Now I want the money back. $999 is a lot of money. But I just can't do the work. (I recently had a change in medication. )
Business response
03/12/2024
Dear BBB,
Thank you for giving us the opportunity to respond to Ms. ******** request for a refund of her publishing package.

On March 8,2024, ****************** purchased the Flex Publishing Package from iUniverse for $999, which she paid via credit card at the time of the order. We have confirmed with our finance department that no other charges were made to her credit card.

On March 11,2024, ****************** called and requested a refund of the package stating that she was unable to work on her manuscript. A refund request was logged in our system the same day. Typically, refund timelines fluctuate depending on the amount of refunds waiting to be processed and how quickly management can review them. Per Ms. ******** request, her refund was processed on March 12, 2024. The full amount of $999 was returned to her credit card, transaction ID ********************************.

In closing, the full amount of $999 has been returned to Ms. ******** credit card as of this writing.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
01/24/2024
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.
Since the beginning of my interaction with this agency there has been a lack of customer service. I was overcharged and had problems to receive the funds back. Since paying for the print of my book ive received nothing but delays and poor customer service. I was originally told that my book would be delivered before Christmas which did not happen and then by January 5. It is now January 24 and I still have not heard from the higher-*** or receive callbacks from my numerous messages that have been left. I am just continuously delayed on when the print will be provided. I am looking to receive a refund due to the extensive delay in the print of my book, I think the refund should be at least $1000. Also, with the passing of the buck that this agency uses in order to complete their process, no one has had knowledge of what my project is each step of the way.
Business response
01/26/2024
Dear BBB,
Thank you for giving Xlibris the opportunity to clarify **************** concern.
************** initially purchased the Black and White ************ package. It was then noted on her account that she didnt want distribution, but instead just printed books. At that time, we downgraded the package to the Black and White ************ The refund from the first package was used to pay for the new package of lesser value. ************** had made two payments on the initial package. That amount went towards her new package and left $66.67 that was issued back to her credit card on file.
There was some confusion with the $75 non-refundable payment plan fee. However, when that was realized, it was refunded back to **************** credit card.
While a print on demand book could have been available for order previous to the holidays that is not the case with an offset order. It should be noted that a majority of our publications are print on demand and not offset.
************** purchased an offset shipment of books in October of 2023. Once all corrections were complete and the files were approved, the digital files were uploaded to our print partner. The date of this approval was November 22nd,2023.
Because orders are printed as they are received, Xlibris provides a timeline on the process. Again, books are not printed in-house and we are only able to provide an estimate on the printing/shipping timeline.
************** was provided a timeline of 6-8 weeks from receiving the sign off on the cover and interior files by both the Offset Print Coordinator and his supervisor. The approximate dates for that timeline fall between January 3rd and January 17th. It should be noted that neither member of the offset team provided a timeline that suggested the books would be printed and delivered by Christmas.
While we understand that there was a slight delay on the full process, we did provide ************** with as many updates as possible from our print partner. Most of the time orders are able to fall within the timeline. However, due to three holidays within that timeframe, there was a slight delay. Again, we apologize for any inconvenience that *** have caused.
On January 25th, we received notice from the printer that the books were complete and the order had been picked up by the shipping company. The Offset Print Coordinator emailed ************** with that update on January 26th. The email also included the shipping company along with the tracking number. The books are due to be delivered on Monday,January 29th.
In closing, we apologize for the delay on offset process. They are now in route to be delivered on Monday,January 29th.
Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
01/26/2024
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 insufficient.
The staff delayed the process from day one. Not only were they non-responsive but also upper management. I reached out to ****************** numerous times and his is the first time Ive seen his name on a response. Back in November I was informed by their staff the the print would be sent before Christmas, then I was told it was already at the printer and would be delivered on 1/5/24. Prior to this complaint I was told that the printer was closing at that they werent sure if my book would be printed. Their manager (*********************) stated in December that she was working on compensating me for the delay and has not returned a call since. Again, for the extensive delay and systematic lack of customer service I am look for a refund.

Regards,

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

Business response
01/30/2024
Dear BBB,
Thank you for giving Xlibris the opportunity to respond to **************** complaint.
The shipment of books was delivered on January 29, ****. We apologize for the delay in printing and shipping the offset order. After discussing this with ************** today, we have decided to offer a partial refund in the amount of $750. This refund has been noted on the account and will be refunded to the credit card on file in 3-5 business days.
Again, we apologize for any inconvenience on the extended timelines.
Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
02/10/2024
This company violated our agreement as I specifically stated that they were never to market or sell my book. I did not sign any of their agreements, and they understood and agreed that that would not be the case. However, my book is on their website for sale.
this is unacceptable! And bad business
Customer response
02/12/2024
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.

[Provide details of why you are not satisfied with this resolution.]
This company violated our agreement as I specifically stated that they were never to market or sell my book. I did not sign any of their agreements, and they understood and agreed that that would not be the case. However, my book is on their website for sale.
this is unacceptable! And bad business

Regards,

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

Business response
02/14/2024
Dear BBB,
Thank you for giving Xlibris the opportunity to respond to **************** complaint.
In checking the Xlibris bookstore,the book was listed but not able to be purchased. This was an internal administrative error. We have since removed the listing altogether from the bookstore website.
We apologize for any inconvenience this may have caused.
Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
01/11/2024
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.
You can just read the reviews and see how Eugene (the guy responding) has an excuse for everything. Since hiring these people to publish a book, I've undergone so much stress. PLEASE DO NOT USE THIS COMPANY! They are using the name of Jesus for financial gain. They should be ashamed of themselves. They are car salesman, trying to sell you useless stuff. I was ignorant and purchased, but I am hoping to save others from this horrible decision. After they take your money, you can't get anyone to answer. They have one mission: Take money from people who don't know better. Please do your research on this company. Eugene was very very unprofessional and difficult to deal with, showing zero morals or ethics. He literally laughed when I told him I wanted to speak to his boss. He told me, "I'm the top dog and if you contact the CEO's office, they'll just direct you to me." So, great. This person has zero accountability. Very scary. I would also like to mention that I had to file a police report because they GAVE my card information to another entity within their umbrella. Eugene loves to point people to their contract, but I don't see anywhere where I gave them the ability to KEEP my card information and distribute it to whomever they want. I have phone recordings of this corruptness. Lastly, I asked for a high resolution copy of the cover (the cover I designed btw). Eugene told me I couldn't have it unless I cancelled the contract and said this was found IN the contract...I had him read it to me. He agreed it was VAGUE but "that's what they were getting at". Say what? I'm supposed to read their minds and GUESS on what they meant when they said, "We will send you a pdf of files if you cancel the contract." ---Yes. This is literally what it says and he's saying that's what they "meant". WOW. RUNNNNN!
Business response
01/18/2024
Dear BBB,
Thank you for the opportunity to respond to Mr. *******.
Mr. *******’ complaint is vague and does not have too many specifics to address. Below we will address the few specifics in the complaint.
After they take your money, you can't get anyone to answer.
Unfortunately, we cannot elaborate or comment too much on this because it is vague. It does not specify which employee was unresponsive. There is a note that Mr. ******* called customer support on January 10, 2024, upset that his publishing services associate (PSA) was not responding to his calls. However, he had been escalated to Eugene Hopkins, Global Director of Author Experience, previously so his PSA was not responding because Mr. ******* had gone over the PSA in the chain of command. In this same call, Mr. ******* refused to speak with the PSA because of the lack of responsiveness, refused to speak with Mr. Hopkins, and demanded a return call the same day, despite it being near the end of the business day.
Mr. ******* called back the same day about 10 minutes later, asking for the PSA. Again, it was the end of the business day and the PSA was not available. Mr. ******* started becoming aggressive and calling the customer support representative a liar. The customer support representative said she would email Mr. Hopkins on his behalf.
The production manager phoned Mr. ******* back, shortly thereafter to discuss his concerns. She clarified what we can and cannot provide to him. The next day, January 11, 2024, the production manager had sent Mr. ******* what he was requesting, finished the project, and had him finalize his payment plan so that the project could be sent to the printer. We would like to note that this was all done PRIOR to him filing his complaint.
That is the only instance that could be found of Mr. ******* complaining about the lack of responsiveness.
Eugene was very very unprofessional and difficult to deal with, showing zero morals or ethics. He literally laughed when I told him I wanted to speak to his boss.
We apologize that Mr. ******* felt Mr. Hopkins was unprofessional.
It is company policy that Mr. Hopkins is the highest person in the chain of command to speak with authors regarding escalations. As with most companies, customers do not speak with the CEO or senior level executives.
I would also like to mention that I had to file a police report because they GAVE my card information to another entity within their umbrella.
Westbow Press did not give Mr. *******’ credit card information to another entity. Mr. ******* purchased his publishing package through the self-service portal on November 10, 2023. While making that purchase, he also added on the Author Learning Center. The Author Learning Center is an online author education community designed to help authors through the publishing process. After the 30 day free trial, authors are charged $9.99 per month on the credit card provided.
Attached is a screen shot of the self-service portal that shows what occurs. Under the publishing package information is a box labeled “Author Learning Center Subscription.” When “Yes” is checked (which Mr. ******* did), it pops up an orange box that says “By selecting Continue, you agree to the Author Learning Center retaining your credit card information for future charges incurred by the subscription.” This makes it clear that the credit card information will be made available to the Author Learning Center.
On December 15, 2023, Mr. ******* phoned in regarding the charge (which occurred on December 10, 2023). Despite not contacting us prior to the renewal date to cancel, the $9.99 charge was refunded to his credit card on December 18, 2023.
Again, the credit card information was on file because it was provided by Mr. ******* when he purchased through the self-service portal. Westbow Press was never contacted by any police agency with regard to this issue.
I asked for a high resolution copy of the cover (the cover I designed btw). Eugene told me I couldn't have it unless I cancelled the contract and said this was found IN the contract
First, the cover was not designed by Mr. *******. He provided instructions for the design that simply said:
* **** ****** *** *********** * ***** **** *** ********* ************* *** *** *** ******* * **** ** ** ***** **** * *** *** ******* ***** ******* *********** ***** ****** *** *********** **** **** **** ** ******
The cover design was created by Westbow Press, using the above instructions; Mr. ******* did not send a final print ready cover file to use.
Mr. ******* requested the full cover as a high resolution image. He was told that this was only possible after he cancels. Mr. ******* requested the information regarding the cover image be read to him from the services agreement and that was done. Mr. ******* thinking the verbiage is vague is a moot point. He reviewed and signed the agreement and he is held to those terms. He is allowed to ask any and all questions he had when reviewing the agreement but there is no note that he did so. What Westbow Press does and does not provide was also explained to Mr. ******* in the aforementioned phone call with the production manager. He agreed to receive the front cover as a jpg. Again, this was PRIOR to his filing.
Mr. *******’ desired settlement is “store credit.” That is not something Westbow Press provides. If he is actually requesting a refund, we respectfully decline his request. His publishing package was fulfilled when he signed and returned the interior and cover sign offs, as well as the pricing agreement. The cover sign off was returned on January 2 and 9, 2024, while the interior sign off and pricing agreement were returned on January 11, 2024. The book was made available for purchase on January 12, 2024. This is outlined in his signed Services and Distribution Agreement in Section 4. Termination & Refunds:
For Publishing Packages:
o After You have given final approval of the Work:
§ No Refund
In closing, Mr. *******’ claim of lack of response is vague. It does not mention a specific employee or instance so we cannot elaborate any further than we did.
We apologize if Mr. ******* felt Mr. Hopkins’ behavior was unprofessional. As he was told, Mr. Hopkins is the highest ranking employee with which authors can speak. As with most companies, our CEO and senior level executives do not speak with authors.
Mr. *******’ credit card information was provided for the Author Learning Center subscription by him when he signed up through the self-service portal. No credit card information was “given” to anyone by Westbow Press. No police agency contacted Westbow Press on this issue.
Mr. *******’ requested the information regarding the possession of the cover file from the Services and Distribution Agreement and it was provided. Whether he finds the verbiage clear or not does not negate the information that is included. He was provided a high resolution jpg front cover and was appeased with that. Again, this was PRIOR to his filing and he has since signed off on the book and is available for sale. since January 12. .
Sincerely,
Eugene Hopkins
Global Director Author Satisfaction
Customer response
01/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21133904, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I explained in my complaint, this is EXACTLY what Eugene does. Look at EVERY complaint and look how he responds. As to me being "vague", I didn't want to call specific employees out, but I guess that's what he is looking for. Ironically, he can pull call logs and pull all sorts of information, but he cannot put the dots together on who I am discussing in my complaint? That's funny. This man has SERIOUS issues. The woman named Sarah called back the same day to give me the high resolution image I requested. Funny that Eugene didn't "elaborate" too much on this ordeal. Here's some more irony: The complaint I had with Eugene was about their contract being TOO VAGUE and here he is saying my complaint is too vague. Guess what Buddy, (I know he hates to be called Buddy), my complaint may have sounded vague to you, but my complaint isn't a legal document. YOUR CONTRACT IS AND SHOULDN"T BE VAGUE. Westbow is deceiving people and taking people's money. As I stressed with customer support as well, their associate told me (while on the phone with him), to click the button for the Author Subscription because this is something THEY give me. They never told me it would cost money past the 30 days. They never told me to look things over. They told me to just click it. If you have nothing to hide, then why are you putting the information deep in the contract. That's crazy. This is insane that I even have to do this. The fact I had to file a police report on this "Christian" company is really insane.
As for the cover, it's more manipulation to take ONE message and utilize it instead of the whole conversation. I sent a drawing of the cover design. The creative rights belong to me. Pull that one up, Buddy! Again, here is what Eugene just admitted...that WESTBOW IS BEING VAGUE: Mr. ******* requested the information regarding the cover image be read to him from the services agreement and that was done. Mr. ******* thinking the verbiage is vague is a moot point. He reviewed and signed the agreement and he is held to those terms. He is allowed to ask any and all questions he had when reviewing the agreement but there is no note that he did so. What Westbow Press does and does not provide was also explained to Mr. ******* in the aforementioned phone call with the production manager. He agreed to receive the front cover as a jpg. Again, this was PRIOR to his filing.
As for "prior to my filing" that I wanted the cover...FALSE. The cover was sent and APPROVED already. Eugene is not really able to keep his story straight anymore. I spoke to Keith Ogorek and Pete Nikolai as well to warn them at Westbow about this with Eugene. He is falling apart at the seams. He is unable to help because he spends his time trying to cover up things. Keith wants to call out that Westbow has an A+ rating on BBB...this is true but keep in mind, the letter grade is based on Eugene's ability to write lies in an email. The number rating of 1.29 stars shows how customers are NOT satisfied with Westbow. I hope everyone will see the difference. This company is taking people's money.
To back up what I'm saying, look once more at Eugene unable to remember his own lies: "His publishing package was fulfilled when he signed and returned the interior and cover sign offs, as well as the pricing agreement. The cover sign off was returned on January 2 and 9, 2024". HE JUST ADMITTED HERE THAT I DID ALREADY SIGN OFF ON THE COVER ON JANUARY 2ND YET SAYS I WAS REQUESTING THE DESIGN BEFORE I SIGNED OFF!!!
BBB should not allow an A+ rating for Westbow, who is lying and being vague but then throws it off on the customer as being vague. Oh the irony.
And to top it all off, I have emails from Keith that says he would get back to be after investigating the issues with Eugene and I have never heard back. I have sent him follow up emails and everything. No response. I look forward to getting more excuses back from Eugene as to why this is the case.
So, to sum up the truth: Westbow and Eugene is saying the customer is vague in their complaint while the customer's biggest complaint is that Westbow has a vague contract. Great. Makes sense. Eugene's responses are typical in being rude, incoherent, manipulative, and deceptive. But sense he believes I'm being vague, I will just continue to share stories with anyone/ everyone about why NOT to use Westbow. I would say that they should stop using the Christian name so they can monetize from Jesus, but this would go against their real brand of deceiving people into using them.
Advice to all authors when it comes to Westbow: RUUN! (I have also begun reaching out to authors on Westbow's site to see if they have had similar issues. So far, they all have. Sorry this is vague, but I don't throw people under the bus...that's Eugene's role.)
Regards,

**** *
Initial Complaint
12/14/2023
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.
Money was taken off of the credit card without permission and I cancelled the service, they refuse to refund the money
Business response
12/15/2023
Dear BBB,
Thank you for giving Xlibris the opportunity to respond to ************** complaint.
************** purchased the Classic publishing package on November 30, 2023 on a four term payment plan with the first payment being processed that day. Per the attached Payment Plan Agreement, there is a $75 non-refundable processing fee that is added to the first payment.
At the beginning of December, ************** called and in spoke to a representative regarding free books included in the package. Per the package description, there is a $250 credit towards a book order. ************** also emailed her sales representative and mentioned that she misread the 250 as getting that many books instead of a $250 credit.
A refund request was then noted on her account to be reviewed by upper management. It was researched and after looking through the history of the account, deemed it was eligible for a refund. Before starting the refund process, the manager called and spoke to ************** regarding her intent to cancel the package. She said that she was working with other publishers and did in fact want a refund for the publishing package.
The refund was approved on December 14, 2023. Per the attached Services and Distribution Agreement, ************** will be refunded 100%of the purchase price less $150 or 10% of the purchase price, whichever is greater (in this case it is $150). The amount of $349.75 was refunded back to ************** MasterCard ending in **** on December 15, 2023.
$574.75 (initial payment) less $75 (payment plan processing fee) less $150 (holdback per Services and Distribution Agreement) =$349.75
In closing, ************** has been refunded in the amount of $349.75. It may take 3-5 business days to appear on her credit card.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
12/17/2023
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.]They took more than 10% and more than ****** they only refunded ****** of the ****** I cancelled immediately therefore they were not supposed to take as much as they did

Regards,

****************************************
Business response
12/18/2023
Dear BBB
Thank you for the opportunity to respond again to the inquiry.
As previously stated, ************** was refunded according to the previously attached Service Agreement and Payment Plan Agreement. The agreement states refunds are calculated at 100% of the purchase price less $150 or 10% of the purchase price, whichever is greater (in this case it is $150). The amount of $349.75 was refunded back to ************** MasterCard ending in **** on December 15, 2023. $574.75 (initial payment) less $75 (payment plan processing fee) less $150 (holdback per Services and Distribution Agreement) =$349.75

In closing, ************** has been refunded in the amount of $349.75 as outlined in the agreement.
Sincerely
***************************
Global Director Author Satisfaction
Customer response
12/19/2023
They did not process the application because as soon as I found out I was not getting physical books I cancelled, the process with Xlibris. They are not being honest, and they are taking money from me for work that was not completed.
Customer response
12/20/2023
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.]
They did not process the application because as soon as I found out I was not getting physical books I cancelled, the process with Xlibris. They are not being honest, and they are taking money from me for work that was not completed.

Regards,

****************************************
Initial Complaint
12/07/2023
Complaint Type:
Order 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 had already written 2 books, one of which had already been published, when I contacted Native ******** Publishers this spring. All they were doing was making corrections and printing. My second book had all of the art work and only need corrections to the text (as to the lst one) I send the 2 approved texts to them early June. I have paid them several thousands of dollars and still do not have any books or any hope of getting them. I have wasted almost a year what should have been a simple matter. I was told there had been a cancellation in printing and by paying for the order, it would be in in 3 or 4 weeks and I paid about $500 for the order.E-mails to *************************** (************************* <***************************************************************>; ************************* ***************************************** are repeatedly ignored or occasionally responded to with no information. The only thing I was once told by ************************* a couple of months ago is that one of the printers had been sick.After threatening several times to go on social media with what has happened to me, a couple of weeks ago ****** e-mailed that she was having ******************* contact me. (********************************************>)After giving them yet another ultimatum **************** called while I was out and left a phone number that is restricted and cannot accept calls.I will be happy to share all of my e-mails confirming my treatment by this company, I will be glad to send you a set confirming everything in here and more.I can only assume that his is a scam, notwithstanding the websites which have no phone numbers.As an aside, after paying and beginning I was told I had to buy the bar code from my prior publisher even then though I had not interest in selling my books retail. As it turns out, there is a relationship between Xlibris and Author Solutions which was not disclosed, as the relationship between Authors Solutions.
Business response
12/08/2023
Dear BBB,

Thank you for giving Xlibris the opportunity to respond to ******************** complaint.

The first thing that should be noted is that Xlibris Publishing is in no way tied to The Native Publishers. Xlibris is owned by Author Solutions. ****************** mentions a person by the name of ************************* in his complaint. After looking through the notes, there is no ****** listed on his account. There is a forwarded email from a person name ****** at The Native Publishers that ****************** sent us.However as mentioned above, we do not have a relationship with that company.
****************** purchased a resubmission and redesign to the printer on February 21, 2023. This service included ****************** submitting a new manuscript for us to reformat and also send the approved file to the printer. The new ************* was completed and sent to ****************** on April 25, 2023 via email for his review. A follow-up call by **** was done the same day leaving a voicemail. **** also called and left a voicemail on April 27, May 25, and June 30.
****************** forwarded an email to customer support (****** as mentioned in the complaint) from The Native Publishers on September 14,2023. ****** sent the email to Jeah as that is the assigned representative.**** again reached out five times in November and was not able to reach ***************** by phone. On December 1, 2023 **** sent another email explaining that they have called multiple times and the call was always routed to voicemail.**** also attached all emails that have been sent to ******************. The best option would be to reply to Jeahs last email so that we can ensure it reaches the inbox correctly. We have also listed Jeahs contact information here: ******************************************** or by phone at **********************.
If there are corrections that need to be done to the file that was sent in April, those can be noted on the modification form. As of December 8, 2023, we have not received any corrections to the interior proof.
Again, there is not a ************************* employed by Xlibris. In addition, there are no issues with our printers. We also do not sell barcodes to authors. It appears that there is some confusion between ******************** publishing companies. A list of corrections can be sent directly to Jeah at the email address listed above.

Sincerely,

***************************
Global Director of Author Satisfaction
Initial Complaint
12/05/2023
Complaint Type:
Order 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.
Hi, on 02/27/2023 I purchased a plan with iuniverse to publish my first children's books. They committed to provide the services listed in the pioneer program ********************************************************************************************************************************************. I have worked with many iuniverse consultants, here is a list of ******************* fragmented communication throughout the engagement - no answer to questions to release the book and plan accordingly - iuniverse contacts I dealt with: ************************************** ********************************* ************************************** ****************************************** ************************************** *********************************** Often emails bouncing back, and not sure if the contacts were receiving communications (then a contact would no longer be with the company)- pushy marketing contact ******************* trying to upsell me packages of *****k despite failing to deliver a professional draft of the book I was presented with 2-3 tentative drafts PID ****** of the book with wrong copy of the content provided, no advice on type fonts, inability to provide professional children book covers, no understanding of professional design basics color schemes, designers offering kindergarten quality and not professional services (like they never worked on a children book using mute colors), interior layout (missing content, design elements, lots of errors). I escalated the issues to a production manager *********************. The design consultant was not even aware of the tools to use, I was asked to upload files to ****** drive, the iuniverse contact did not have access to, missing files during our phone conversation I would become aware of. They would continue to ask for me to buy more services like expensive marketing packages without being able to deliver the first draft of the book.They are scammers not able to deliver the professional services agreed upon and do false advertising of their services, that are definitely not professional.
Business response
12/07/2023
Dear BBB,

Thank you for giving iUniverse the opportunity to respond to Ms. ******* complaint.
**************** mentions several issues in her complaint so they will be broken down in sections.

Contacts within the company
**************** mentions that she has worked with many contacts while publishing through iUniverse. The first person mentioned ******* is the Publishing Consultant. Angels job was to explain the publishing packages and then walk **************** through the purchase of her chosen package. When that transaction was complete, Angels job was done unless **************** decided to purchase another package. The next person assigned to **************** was *********** It was ****** job to collect all of the materials for the production phase of publishing. This included the manuscript, images, any design requests, etc. Once all of that was collected and evaluated, **************** was sent to the design phase. The Publishing Services Associate (***), ********, was then assigned to be the liaison between **************** and the designers. If an assigned representative is out of the office, supervisors or other representatives will answer emails or phone calls.If a representative leaves the company, a new representative is assigned the account. The production manager is now assigned as the *** so any correspondence should go through Leigh. While we are not sure why an email would bounce back, it is best to respond to emails to ensure that the email address is correct.
This is the standard number of contacts through the publishing process. Each representative has a job function and when that is complete, the account is handed over to the next representative.
It should be noted that if an author calls into customer support, there is a pool of representatives that answer and direct calls. Also, escalations are sent to upper management.

Marketing
Each author has a marketing consultant assigned to them. Their job is to offer marketing options based on the books genre, audience, etc. ***** services are completely optional and **************** can simply say no.

Design Issues
iUniverse is a self-publishing company. Therefore, we follow the direction of the author along with using our design expertise to create a cover and interior of the book. We used the manuscript and images that were provided. We used a font that was suitable based on the genre. After reviewing the files, **************** sent in changes. The designer then completely redesigned the interior of the book. ***** changes included a font reference, a layout reference, the addition of a dedication, etc. This was completed as requested and sent to **************** on November 27, 2023. The account reflects no notes from **************** regarding the updated proof as of now. If there are any further changes, **************** can reach out to the ***.
While some consultants may use a third party download service like ****** Drive, some prefer to have all correspondence through email. We apologize for any confusion on that.
The full timeline of the publishing process is hard to gauge. While some representatives may be quick to give a rough estimate, is isnt that easy. It is dependent on many factors including add-ons like editing or illustrations. Also, it is hard to factor in content issues and time that lapses for author review of proofs along with the amount of rounds of corrections requested. Instead, the production representative will provide individual timelines (amount of days for corrections, amount of days for the book to go live on the website after approval).
Refund
Because the publishing package was purchased more than 90 days ago, we are not able to offer a refund. This was mentioned to **************** on December 4, 2023 via email. The attached Services and Distribution Agreement states: Section 4. Termination and Refunds; more than 90 calendar days after the purchase: No refund.
In closing, any further changes must be communicated to the ***. We are unable to make changes if we dont know what the issue is. The *** can also provide individual timelines on each process. Marketing is an optional service that *************** can refuse. Each representative has an assigned job and when it is completed, the project is passed to the next person. Unfortunately, we are not able to offer a refund of the publishing package at this time.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
12/08/2023
.Dear BBB,

The response from iUniverse contains inaccurate details, though I appreciate the time *************************** took to address my complaint.
I will respond to each section to provide clarity around iuniverse's inability to deliver the professional publishing services, as advertised and stated in their contract. Hence, I request immediate refund due to the company failure to provide the agreed upon professional services due to misrepresentation/fraud.
Contacts within the company
The interactions with the first consultant ***** did not stop after I purchased the pioneer package. ***** asked to be highly involved and even copied in emails. He often would call me out of the blue. He would talk about design and editorial suggestions, so his role was very confusing. Then ***** stepped into the picture and asked me to fill out a document with details about my manuscript, it took about 4 weeks to be able to talk with *****, she was often unavailable and unresponsive and unclear about what my pioneer package included. She gave me guidance that the manuscript would be through an editorial team review. Then later apologized for her mistake, she did not check what was included in my publishing package. Then she delivered an unacceptable first draft of the book, using the wrong copy too. Then she starts to stop answering emails and emails start bouncing back. Also emails with ***** would bounce back. It seems that the company is encountering tech issues. It is important to notice that this lack of communication and unclarity of roles let time pass by. Eventually I was assigned to ********, mid-October,I was told she was the new ***** because ***** was suddenly no longer working at iuniverse, as of October 12, 2023. Again, I provided the manuscript and all details needed for the book draft (book cover and interior layout). ******** has tech issues and keeps saying she did not receive files in attachment, and I would get emails bouncing back. I would always resend all files patiently. Also, to avoid delays, I would email ***** to let me know in advance if there were questions from designers. I would receive silence back. To my surprise on Oct 26th, I was presented with an unprofessional book draft (cover and interior layout) even though I had taken the time to provide detailed guidance, even the verse layout details and spacing for the stories. Again, I provided feedback by email and then after many days (waiting for ********'s availability we had another call) where she said she now understood, implying she did not the first time. I would email ******** asking questions about the timeline for the website and similar questions to be able to plan my book launch, and I received back silence. Then, I received a new draft, and the draft of the book contained the wrong author's name, copy and impossible to use interior content missing designs and just not professional. Also, the cover of the book again was unprofessional and wrong with no changes made. I got a hold of ********'s manager by emailing *****, and eventually I was able to talk with *****. No one proactively reached out to me when a universe employee was out sick or unresponsive to my queries. Eventually I spoke with the design consultant *****, and then I received another book draft with no real changes and more mistakes, wrong copy again and interior pages text missing. I sent more detailed feedback. The design consultant was unavailable on the day he had scheduled a new phone call with me.
At this point I understood that iuniverse is having company issues with its employees. This is not the standard way of working or normal touchpoints and interaction with a client.

Marketing
I was very clear with the marketing contact *** and thanked her for the options provided and asked me to stop asking me to sign up for additional and expensive services while the company could not deliver the book draft.

Design Issues
The fonts, book title layout, color schemes used were unsuitable for a children's book. The design work was unprofessional and also it appeared that designers did not have experience with children's books. The designer did not follow any of my guidance and delivered again a book cover with unfinished design and using the same color schemes as prior draft. There are plenty of notes from me sent via email to the design consultant, to *********************. I am not sure why the company lies about it.

It is understandable that I am requesting my money back because I do not have a book ready due to failure to deliver professional services. I request for them to take accountability for this failure and refund the money I paid for the service I did not receive. I have more files, but I was not able to upload them.

Refund
iuniverse has been misrepresenting their publishing services abilities, and this alone should void the agreement. It is fraudulent to misrepresent services. As of today, I do not have a professional book, or any trust left in a company that cannot take accountability for their lack of professionalism and unprofessional quality of services. I am requesting my full refund back as soon as possible, that is really the minimum considering also my wasted time.

Customer response
12/08/2023
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.

iuniverse has provided inaccurate details. I have sent BBB a separate message adding all details about my interaction with iuniverse employees. In the end, I did not receive a book and I wasted many months of my time. I request immediate refund due to the company failure to provide the agreed upon professional services due to misrepresentation of available professional publishing services.

Regards,

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

Business response
12/12/2023
Dear BBB,

Thank you for giving iUniverse the opportunity to again respond to Ms. ******* complaint.
Contacts within the company
We apologize if *****s role was confusing. *****s job description includes sales and ***** is able to offer add-on services like editing, illustrations, etc. He is a completely separate department than production so advice from that aspect was unwarranted. As with most email servers, attachments have a maximum size allowance. This would be a reason for an email to bounce back. We have had no complaints regarding emails bouncing back when the email address is correct and the attachments are sent as compressed or smaller files. We apologize if there was a lack in response from past representatives. **************** is now assigned to the production manager so we foresee no other issues.
Marketing
We have opted **************** out of sales related contact. She will no longer receive calls or emails regarding marketing materials. She can reach out to customer support if she wants back on the marketing list.
Design Issues
The book was designed by a book layout specialist that used Ms.******* ***** along with genre specific standards. While each designer may have a different style, they all take into account ********************** input and their design expertise making each design unique. After reviewing the most recent proof we see no issues in regards to design. Again, all corrections can be sent to *****.
The first two covers and first ************* had the pen name ********* because that is what **************** submitted in her email in March 2023 to ***** as her pen name. Therefore, that is the pen name that was used. This has now been updated per Ms.******* request. Again, the interior and cover were both redesigned and sent to **************** at the end of November. These versions very different that the previous ones with new colors and new fonts.
Refund
Because the terms and conditions clearly state there is no refund after 90 calendar days, we stand behind no monetary refund. Again, this is outlined in Section 4. Termination and Refunds of the attached agreement.Any corrections can be submitted to ***** via email.
In closing, we are not able to offer a refund at this time. However, we are more than happy to continue through the publishing process allowing *************** to send all corrections to *****.
Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
12/13/2023
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. The company is not providing professional services at a standard quality level. For your reference, details of the offer I reviewed appear below.
Contacts within the company
Firstly, I want to emphasize that as a customer, I rely on the expertise and efficiency of the iUniverse team to navigate the complexities of the publishing process. However, the challenges described stemming from internal employee roles have unfortunately resulted in significant delays and complications.
Despite faithfully following the guidance provided by iUniverse representatives and adhering to the specified format for submitting requested information, such as manuscripts, design files, and submission files, I found myself facing continued unexpected setbacks. I must clarify that I was never directed to compress files, and the discovery of server issues only came to light when I brought attention to bounced emails through provided screenshots.

The communication delays resulting from bounced emails have proven detrimental to the progress of my project. Additionally, being instructed to use ****** Drive for file submissions, even when key personnel like the crucial design consultant lacked access, has further compounded the inefficiencies.
My frustration is compounded by the lack of resolution to ongoing issues. Even though I finally was able to find a production manager to work with*, scheduled meetings have been unexpectedly canceled by iUniverse employees, disrupting the establishment of a professional book release plan and business strategy.
As someone with a background in business, holding an MBA, I am disheartened that the professionalism demonstrated by iUniverse has hindered my ability to engage with my business school for support in promoting my book. Confidence in iUniverse employees' commitment to providing professional services and adhering to promised turnaround times is regrettably lacking.

Despite my persistent requests, I have yet to receive the outlined process that I initially requested to assist in planning my book effectively. I get no answer when asking about book creation timelines. However, my primary concern extends beyond procedural matters; the design work and services provided by iUniverse employees fall below the standards of professionalism and industry quality.

Marketing
Great! It is good not to be continuously contacted to buy costly services, while the basic services cannot be delivered by iuniverse.

Design Issues
Iuniverse claimed that the book had been crafted by a book layout specialist. However, merely labeling an employee as a specialist does not guarantee their expertise. The initial book cover presented did not adhere to genre-specific standards; instead, it resembled the work of an amateur. Notably, they added circles around my designs and employed inappropriate font and color schemes for a children's book. The designers at iuniverse have exhibited a lack of style and design acumen, indicating a deficiency in expertise.
All necessary corrections were directed to *****. Regrettably, iuniverse employees have consistently failed to follow instructions and have delivered work containing inaccuracies, even ***** admitted on the phone with me that saw internal instructions sent out to design missing information. When ***** failed to provide a professionally drafted book cover and interior layout, I updated the pen name, a detail I clearly communicated. This information is evident in the ****** Drive files, each with a timestamp. The crux of the issue lies in the fact that iuniverse employees often affirm understanding without actually comprehending instructions or reviewing files. Consequently, designers were given incorrect instructions and submission files, as my files clearly reflect the updated pen name. Draft work was based on the wrong files, underscoring a lack of professionalism. Above all, even the last draft lacked content in the interior pages highlighted in my detailed feedback back to iuniverse.
The color and fonts presented in the recent book drafts are deemed unacceptable. Despite explicitly informing the company that children's books should not employ muted colors or terrible colors matches, the title's color remained unchanged. This oversight underscores a concerning gap in their understanding of industry standards, placing the burden on me to educate them on fundamental aspects of their job.
Note*: Due to lack of responsiveness and communication from iuniverse employees, I took the action to ask for a production manager. This was never proactively assigned to me.

Refund
A refund is warranted as iuniverse has failed to deliver the professional services outlined in the contract, rendering the contract devoid of value. I insist on the return of my money. Additionally, a company's commitment to customer satisfaction is crucial, and their handling of cases like this serves as evidence of their lack of professionalism and accountability for the issue at hand. I request a full refund of the entire amount now.

Regards,

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

Business response
12/26/2023
Dear BBB,

Thank you for giving iUniverse the opportunity to again respond to Ms. ******* complaint.
Because of the issues regarding representatives, **************** has been assigned to the production manager. We apologize for issues regarding past representatives. Again, we feel that working with ***** will alleviate further delays. After speaking to *****,she has made a note on the account that future changes to the cover and interior will not incur a fee. She has agreed to work directly with **************** to complete this project. If there is a certain style that **************** would like her book to look like, she can send an example and we can work from that.If she prefers a certain font style, that can be sent as well. Any design requests can be discussed with *****. However, they must also be clearly noted on the modification form that is sent to the designers.
***** can also provide timelines for each process (how long corrections take, how long the submittal to the printer takes, etc.) via email. While there is a standard timeline, the assigned representative (*****) can give a better idea based on how easy or complex the corrections are.
The Services and Distribution Agreement clearly states that there is no refund after 90 calendar days. Again, we stand behind this signed document.
In closing, there is no monetary refund for this service. All changes or questions need to be directed to ***** who is the representative assigned to ****************.

Sincerely,

***************************
Global Director of Author Satisfaction
Customer response
01/03/2024
Better Business Bureau:

I have examined the response concerning complaint ID ******** and find it inadequate in addressing my concerns. As detailed in my previous message, accompanied by screenshots, the company consistently falls short in delivering the promised services, exhibiting work quality below acceptable standards. This sentiment is echoed by feedback from other professionals. The contract is rendered void due to their inability to fulfill their offerings. Furthermore, internal server issues, department miscommunication, and numerous errors have resulted in significant delays. Notably, my book, contingent on their services, remains unreleased, signifying a considerable waste of time. In light of these failures and the consequential impact on my project, I am requesting an immediate refund. It is clear that the company lacks the necessary resources to fulfill its commitments, prompting my decision to seek collaboration with a more professional company. Furthermore, it is disheartening to observe the apparent lack of concern from the company regarding a writer's experience. There has been a conspicuous absence of acknowledgment or remorse for the substantial waste of my time and energy. This neglect underscores a critical aspect of their service deficiency, as they fail to recognize and address the considerable impact on the writer's experience throughout this ordeal.

Regards,

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

Customer response
01/03/2024
Hi Better Business Bureau,
Please read other reviews about iuniverse. I did not publish them.
Authors are complaining that are not receiving royalties, and describing them as incompetent and deceptive, that is also my experience.
Please see: ************************************************************
I am asking for my money back, so I can move forward with another company to get my book published as soon as possible.
I should have probably done more researches before engaging with them, but I trusted what was advertised on their site.
Please support me.
Thank you,
Fabi

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