Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a $3800 contract w/MindStir Media on 04/08/2024 to publish my second book, "My Mother's Secret" under the pen name ***** *******, and by 11/13/2024 had hit a brick wall. The contract stipulates that it generally takes about 90 days o produce a book, but after seven rounds of formatting/reformatting over seven months, the book interior was still not fit to print. With no solutions other than more of the same forthcoming, I officially terminated the contract on 11/15/2024. The only substantive difference between the first and second books was that the second one had a Jewish theme. MindStir does not issue refunds when they fail to produce a satisfactory product, but on 11/21/24 ******** ************, Mindstir Author Support Manager did agree, that since no book had been forthcoming, Mindstir would apply the remaining money in the second contract to additional marketing for the first book and promised that the sales team would reach out about this. Despite several follow-up requests, this is the last I heard from them, and it is obvious they have no intention of following through..

  

  Business response

  12/23/2024

  Im sorry for the delay in sales reaching out to you; it is Christmas week and they are a bit backed up but they will certainly get back to you after the holiday. We have noted here that we are giving you a $2500 credit toward marketing your first book with us which was published successfully. Have a happy holiday.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Mindstir Media, as a hybrid publisher, to edit, format, and publish my book manuscript. I signed a contract with them on June 27th, 2023 and paid them $10,800 As of March 27th, 2024, (9 months later) the book is still not published. From the contract, "Publisher agrees to produce the paperback of the Work as quickly as possible with the understanding that there may be circumstances that cause delay. Normal turnaround time for releasing a book is approximately 90 days after Publisher receives payment in full and all publishable materials such as the manuscript. This is not a guaranteed timeframe. Publisher will contact Author immediately if delays are expected." The reasons for the delay are: Aug 11th, the editor they hired quit and we had to restart copyediting from the beginning. Oct 2nd, the formatter use the wrong page size for the book interior and we had to restart. Feb 6th, the design team formatted my cover to the wrong page size. Frequently I've found errors in their work - glaring errors. For just one example, I'm attaching a screen shot of the ebook file they sent me where an image is pixelated beyond readability. This is the second revision after I specifically asked for them to fix the images. In order for revision to get turned around it often takes their team between a week and a month. This organization is grossly incompetent. I signed the contract with the loose expectation that this would be a 3 month process. We're now at 9 months with no end in sight.

  

  Business response

  03/28/2024

  ****,
  

  I am very sorry that this project has taken longer than any of us anticipated. As you mentioned in your statement, we do aim for a 90 day turnaround time, but it is not guaranteed (Section XIV of the contract). The good news is that your physical version of your book is done and you should have a printed proof copy this week for approval. Our office manager is also working with the design team to fix the e-book version.

  Unfortunately, we cannot offer you a refund as that would be against our contract, section VII, which clearly states, “Author is not eligible for a refund under any circumstance.” See contract attached.

  We will, however, see this project through and make sure that it gets published ASAP. We will also work to market the book as outlined in the contract.

  Once again, I’m sorry for any delays. My office manager, along with myself, will be monitoring this situation closely. In fact, Jarod will be calling you at 3 PM today to discuss all these matters in detail. It’s my understanding that you have a call scheduled for that time. Thank you.

  Customer response

  04/08/2024

  Dear ******* and folks at the BBB, 

  Thank you for your response to my previous email about the threat of legal action. It is heartening to me to hear that you will be following up. I'm curious about the next steps. Should I wait to hear from you?

  In addition, I would like to provide an update, as an FYI on this claim. Without prior notification and without my approval of the final manuscript, the publisher informed me today (4/8) that they had published my book to their website, to Amazon, and to ****** and *****. Four days ago, they had sent me a latest revision of the ebook and I had not yet responded. In addition, I have not received a printed proof of the book to approve. 
  
  Based on this, I sent Mindstir the attached letter, notifying them of breach of contract and invoking immediate termination. 
  
  My main question is, should I move forward in the BBB portal to "Reject Business Response" or should I wait for more info from you regarding the legal threat they issued me? 
  
  Thanks, 
  ****
  

  

  Business response

  04/11/2024

  I’d like to assert here that his BBB complaint contains false information. We reached out to him and warned him that this could result in a defamation lawsuit. We do not try to restrict honest feedback or customer reviews; however, when a client lies in a review or public complaint, we reserve the right to take swift action to protect our reputation and livelihood.
  
  In his complaint, he claimed that revisions take between a week and a month. This is a false statement. We refuted this with him with actual examples.
  
  This matter has been sent to my attorney who will handle this from here on out. We will no longer be in direct contact with this client.
  

  i’d like to also take this opportunity to mention that MindStir Media has been in business for 15 years, has published over 1000 books, and is an Inc. 5000 fastest growing private company in America. Overall, we have a sterling reputation in the publishing industry. In a world where reputation is everything, we take false information posted about our company extremely seriously.

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I filed this BBB claim requesting a refund and that Mindstir Media finish the job. Mindstir has refused the refund request. With regards to finishing the job, here is what has transpired:
  
  On the day after I filed this claim (3/28), I received an email from Mike S***********, Editor, informing me that the press release announcing my book had been distributed - even though my book was not yet finalized and was not yet for sale. I was not notified before the press release launched.
  
  On March 27th, a physical copy of my book was mailed to me, via UPS to my PO Box. When I pointed out that I didn't think UPS delivers to PO Boxes, my Project Manager, Rylan N******** responded, "yes it can be delivered to a PO Box, there should not be a problem with that. I quickly double checked that just incase." Then on April 1st, Rylan let me know that my book could not be delivered. "I received an email from UPS stating that there was an issue with the delivery, of course. I was not able to see anything incorrect with the address so I reached out to customer support and eventually was able to speak to a human. I was told that UPS does not deliver to PO Boxes - despite the fact I was told otherwise. I apologize for that."
  
  On April 4th, Rylan sent me a new revision of the digital ebook, "for your review and approval. Please take a look and let me know if there are any further revisions you wish to see made." This set a clear expectation that I would review and approve before moving forward.
  
  On April 8th, Monica K****, Marketing Specialist, emailed me to inform me that, "I have added your book to the Mindstir Bookstore". In addition to being listed for sale on the Mindstir website, my book was published to Amazon and Barnes and Noble. I was not notified beforehand. I had not approved the next ebook draft from four days prior. I had not received or approved of the physical proof of the book. I'm attaching a screenshot of my book listing on Mindstir's website. Note also that the book is listed as "literary, memoirs," which it belongs to neither category, that it is listed as hardcover, when it is actually paperback, and that the page count listed is 381, while the actual page count is 296. 
  
  Based on this action, I wrote a letter to Mindstir CEO, JJ H***** on April 8th, informing him of Mindstir Media's breach of contract. The Publishing Agreement signed by me on June 27, 2023 states in Paragraph XIII that the publisher’s responsibilities include: “All editing is done in Microsoft Word using the track changes tool, so Author will see every single change made and will be able to approve and reject each individual change.” Therefore, I wrote, "I wish to immediately terminate the contract pursuant to Paragraph VII of the Agreement." I am attaching my letter of termination for reference. 
  
  Based on this series of events, I do not feel satisfied with Mindstir's efforts to finish the job, and I do not accept their response. 
  
  Sincerely,
  **** *****

  

  Business response

  04/12/2024

  This matter has been sent to legal because the client has erroneously claimed that we are in breach of contract. To be clear here, nothing the author outlines here constitutes a breach of contract. The contract does not specify the timing of the proof being sent or distribution or even promotions. It does specify, however, in section VII, that the author will not be eligible for a refund under any circumstance. We are upholding this decision, and we have ended our business relationship with this client.

  Client also conveniently left out the fact that we replied to his claim of breach of contract, showing him proof that on September 1 we sent him the track changes version of his edited manuscript, to which he replied on Sept 5 re: how wonderful a job the copy editor did.

  We have commented on this matter as much as we can through the Better Business Bureau. Thank you. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Mindstir Media to promote my already published book/books. I was placed with a "project manager" who was argumentative, rude, condescending and inefficient. As a result of spending over 8000 dollars I saw no increase in book sales. Weeks would pass with NO communication and then ALL communication ceased. I am now out thousands of dollars and sorry I ever contacted Mindstir Media...

  

  Business response

  10/20/2023

  As per our terms and conditions on our website, our fees are nonrefundable *************************************************************************

  Mr. ******* hired us to provide four marketing services, and all services were rendered, and in some cases overdelivered (we provided many more blogs in the book tour than required). We do not control the outcome, as each book is different and we can’t force people to buy a book. We cannot guarantee a certain number of sales.
  

  Mr. ******* will not be receiving a refund. 

   

  Customer response

  10/23/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *** ******* **

  

  Business response

  10/24/2023

  MindStir Media is upholding our terms and conditions and not offering a refund, as per my previous message re: agreed upon terms and conditions stating no refunds at *************************************************************************. This is our final decision. We find it unreasonable and, frankly, shocking that Mr. ******* bought from us mid-March, took full advantage of our services, and then 7 months later suddenly demands a refund because he feels the work we already rendered no longer suits him, he has changed his mind due to the outcome, and/or he feels our communication hasn’t met his expectations despite the fact that we exchanged at least 75 emails with him and our work is concluded. On more than one occasion we have shared with him proof of the work provided, but a manager will reach out to him directly one final time this week to discuss as well.
  
  MindStir Media has been in business going on 15 years, has won over 65 awards, and we are an Inc. 5000 fastest-growing company in America, partnered with a renowned entrepreneur from Shark Tank. We have published over 1000 titles, many of which are best sellers. We have also successfully helped well over 1000 authors with book marketing throughout the years, including helping a 7-year-old become a bestselling author. We take pride in our sterling reputation in the industry, with our authors as well as with the BBB and beyond. We are sorry that this author is displeased with the outcome, but we cannot force a certain number of consumers to buy his book and we cannot verify his sales numbers (we are not his publisher). All we can do is professionally provide our marketing services, as we have always done, and allow consumers to either embrace his product or not — and count on his publisher to supply him with accurate sales statements. In this case, if his claim of lack of sales is true, it seems that consumers were not drawn to his niche poetry book for various reasons despite our efforts and he has decided to blame us instead of accept that his poetry or book product (cover design, description, price, categories, etc.) might not have resonated with potential readers. 
  
  Our many reasonable author clients throughout the years understand that there is an inherent risk with book marketing and advertising, and yet they are pleased nonetheless with our work and impressive reach that always results in exposure at the very least. Mr. *******, unfortunately, is not one of those reasonable clients.
  
  We wish Mr. ******* the best, but a refund will not be provided for all the reasons outlined above.
  
  
  

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *** ******* **

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As a new author, I purchased the $8400 Best Sellers package in February of 2023. The publishing manager described the process to be 3 months on average. It's almost October and my book still hasn't been published. The customer service is horrible, I get responses from different people who do not seem to know anything about my book's progress/timeline etc. This was a terrible experience for me as a new author, investing so much money and not getting anything after 7 months of back and forth. They refused to issue a refund and did not provide any answers as to whether my book would ever be published. I had to self-publish on ****** KDP and it only cost me $450. This company really takes advantage of new authors' lack of knowledge of how to publish and promote their books.

  

  Business response

  09/25/2023

  I’ve attached a copy of the contract.

  The contract states in Section XIII, under Bestseller Campaign, that the only situation where the author would be entitled to a refund — $3000 — would be if the book didn't hit bestseller status within the first 90 days of our launch. 
  

  We did send her a printed proof for approval (a final copy of her paperback), but she never approved that printed proof, making it impossible for us to make the book available on ****** and run the bestseller campaign. Here is the tracking number for that printed proof: UPS # ******************. It was delivered in Aug.

  Also below is a link to her Instagram where she showcases that exact printed proof copy we produced to her followers, stating that the book is published. Note the ******** ***** logo on the back of the book, that is our logo. She seems very happy with the quality of the book that we have produced for her here: *******************************************************************

  She emailed us yesterday with a request for a partial refund, and we responded the same day, on a Sunday. We did not refuse the $3k refund according to the contract. We are in the process of resolving this directly.

  It should also be noted here that we’ve called her at least five times in the last 24 hours and each time it goes straight to voicemail to an inbox that is full.

  J.J. H*****, Manager

   

   

  Customer response

  09/25/2023

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with Mindstir Media/Seacoast Press to publish my novel. Their team members are incompetent and have not completed their agreed upon requirements under our contract. Most recently they published the wrong version of my book. I am in conversations with a lawyer to seek damages. I've attached our agreement. There as been one error after another. I'd like a full refund of my payment and no association with this firm gong forward.

  

  Business response

  03/16/2023

  BBB received notice from consumer that their complaint was resolved to their satisfaction.

  Customer response

  03/16/2023

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

*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. ↩