ComplaintsforChristian Faith Publishing, Inc.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Christian Faith Publishing to publish and market my Christian novel. The services provided thus far have bees less than professional. This includes not following industry norms for both editing and typesetting. I originally planned to self-publish and had a cover professionally created. I was assured by two different people the cover was acceptable. Once the formatting was complete and I received the book dimensions, I provided a template prepared to their dimensions. (I then learned they misled me and one template requires modification). Eight weeks later, the cover is still not completed and when I asked for a completion date, they were evasive. Having been through this process before, I know it takes hours and not weeks to complete.

  

  Business response

  04/18/2024

  An in-depth review of this client’s account was completed by our senior staff after receiving this complaint. After further review, Christian Faith Publishing would like to provide further information on the process that has transpired. The claim that we did not follow industry norms for both editing and typesetting is false. We completed the editing and typesetting as they were described within the agreement signed by the client. Furthermore, the client had the option to request further changes after his review, and only submitted minimal changes to both files, approving each file after the second version was presented to him. We are unable to print a cover design file that has not been properly placed and formatted within the required template provided by our printer and distributor. The time necessary to place the design, and then apply requested changes did take approximately 6 weeks to complete. This included 4 rounds of cover design changes to ensure we met the authors vision for their final design. We have, since the time the initial complaint was submitted, received the author’s approval on the cover design and have submitted the files to the printer for review and approval. We are confident in our abilities to provide quality services and would like to remind the client that we treat each author with the same respect and importance, and complete items as they are submitted to each department to ensure this fact remains true. We do hope the author’s expectations are met once the complimentary copies are received in the coming weeks. 

  Customer response

  04/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a **** Misc for royalties that I never received. I call to make sure and it was confirmed by the company that I did not receive any money last year. I filed my taxes reporting the money. How can a company report money paid out that was not paid out. Are they hiding something? The name Christian Faith drew me to the company but I only realized it was the catch they used to hook people. I spent 300.00 per month for one year and then they wanted a marketing fee. Lesson learned.

  

  Business response

  04/05/2024

  After receiving this complaint, we inquired with our finance team to acquire all of the information available. Yes, the client did receive a 109 totaling $75.01. This amount was issued to the client on 2/23/23 in the form of two checks. One was issued in the amount of $21.03 and the other was for $53.98. Both checks were received, signed by and deposited by the client. The copies of the checks are attached to this complaint. Christian Faith Publishing can assure this client that we are not attempting to hide anything, we have fulfilled the terms of the agreement and by the attached photos, the payments have also been made as agreed to. If the author has any further questions, she is encouraged to reach out to our support team via email ([email protected]) or by calling 866-554-0919.

  Customer response

  04/19/2024

  From: ***** ****** **********************
  Date: Fri, Apr 19, 2024 at 12:57 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  You can cancel the complaint. They provided me with proof. 
  ***** ******* 

  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the company to publish my book and within two years of the book being published I have only received one royalty check for $140. When I tried to contact them with issues pertaining to my book no one answered the phone, and I received no calls back to assist in resolving my issue. I have tried contacting the company on multiple occasions. My contract is now expired, and I can see that the book is still being sold on both Amazon and at Barnes and Noble.

  

  Business response

  03/01/2024

  The senior staff at Christian Faith Publishing has reviewed this account fully following this complaint. The client opted to sign a release agreement on September 7th, 2023 and legally release both parties, the client and the publisher, from the binding agreement. We have also not received any phone correspondence or voicemails from this client since August 2023. If we had, communication would have been attempted on our behalf to connect with the author and answer any further questions. The contract with us has been terminated and we have verified that the final earnings have been issued in the form of a royalty check and sent to the client. We do wish her well on her future endeavors. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a publishing contract with Christian Faith Publishing on my sixth book. I paid a lot of money and counted on them to get my book in stores because they claim to fight for that opportunity. As of right now, the contract has ended, they claim I sold only one book and simply don't pay me. However, the sales reports I received from them are questionable. The report one mone said I sold one book and listed revenue. Then, a few months later it stated I sold one book and a different revenue. They can't explain whether I sold another book nor if they just gave me wrong revenue. Since the contract ended, they are legally required to pay me, but since January I keep getting told they are examining the amounts. I feel as if it's a total scam.

  

  Business response

  02/26/2024

  Further review of this account was completed after receiving this complaint. The author did pay the standard contract price to produce her physical and digital version of her book. There were no guarantees of having the final book within stores, the only opportunity Christian Faith Publishing is able to guarantee is world-wide distribution via the Ingram Content Network and having the book listed digitally with Amazon and Barnes and Noble. The two-year contract did end on November 1, 2023, since that date is in the middle of a sales quarter, we must wait for the quarter to close and then the sales numbers to be finalized by the distributor. This process does take approximately 4 weeks after the close of the quarter, so our team was accurate when the client was told in January that the numbers were being finalized. The client does have one copy that was sold in July 2022 totaling $6.19 in royalties. Per the signed agreement, the client will be paid out within 60 days after the issuance of the quarterly report and her account with Christian Faith Publishing will be closed completely. We do wish her the best of luck in the future. 

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We are now in March. My final quarter ended December 2023. I still have yet to receive payment. They have also not explained why different dollar amounts have been presented to me by them. Their explanation contradicts reality.
  
  Regards,
  
  ****** ******

  

  Business response

  03/13/2024

  It has been verified with our accounting team that a check has been issued for the outstanding amount of $6.19 that is owed to the client for her earned royalties and has an estimated date of arrival of 3/19/2024. We are unsure of the claims the client is making in regard to the earned amount. The sales report currently available to her is accurate and up to date with all sales and earnings. There is nothing further to report on her behalf.  

  Customer response

  03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  If the check is in the mail, I appreciate it and thank you. However, your reply contradicts reality. I do not have access to review the reports. Once my contract ended, you ended that ability. As for the amount discrepancy, at one time your report stated I sold one novel and had a royalty amount that did not match any of my royalty rates of earning. I questioned it and after a bit of time it was corrected with one of your staff telling me they corrected an error. However, it still did not match a percentage rate for 1 book. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company of CFP made promises that they did not keep. The editing on my book ******** *** ** *** ******* ***** was done incorrectly with a lot of just plain misspelled words. The previous editor did it correctly with no issues. CFP left out the title for chapter #3? CFP used the word (PREMIUM) to describe CFP's illustration work. Just about anyone can do what they do using Shutterstock just like they do. I went through 3 specialists because they moved on. I keep them in prayer. It takes weeks to get work done through CFP. I did so much of the work of putting the pictures on the inside because CFP did not understand the word Scrapbook. The cover page was done wrong multiple times even with pictures written instructions and drawings? Trying to get contact with people there is worse than pulling healthy teeth. Yep, the author gets to have control over not catching their mistakes. If you pay them, they"ll say that they will fix it? The wrong ***** ****** is listed as the author, first easy fix, then they can't do anything about it? Thriftbooks had 2 used copies (with cond. descriptions) for sale before the book came out. CFP say's that is just a sales ploy? In 5 months i have made $23.00 that I have not got. I was told go file a complaint with the BBB, CFP has a great rating with them? They sent me their Waiver to sign to go to another publisher. It says i cant talk about CFP or what they have done to me because that is deformation. CFP will not refund any of the $5.000 or fix stuff unless I pay them. My friends are shocked at the work CFP did and even more shocked at the treatment I've been given. CFP still has the wrong author's name on the book? This book took years to get done ( I paid a renewal fee even ). The specialist I worked with were nice! The accounts manager was not! I will find a Refutable publisher to do this right. This was one of the worst experiences of my life. They Do Not live up to their name!

  

  Business response

  01/29/2024

  After much communication with the author regarding his concerns, the following information has been provided and discussed with the client on numerous occasions. Christian Faith Publishing completed an initial copy edit on the manuscript provided. The client then had the opportunity to review the changes suggested and provide additional modifications if desired. After three additional rounds of requested changes, the edit was approved by the client and was moved forward into the page design stage of the process. The content and the typesetting of the book was then approved again by the client. Christian Faith Publishing was under the clear impression that the text and formatting was just as the author wanted in the final page design file. The heading on chapter 3 was included in the original manuscript, and then in both the editing and page design stage, it was not addressed by the author at the time of review. The cover design process does include stock imagery and after the expectations were not met during the initial cover was created, additional rounds were provided to apply the requested changes. Again, the cover was approved, and forward progress was made. Book listings with retailers and the direct links within their sites is under the direct control of the retailer. Christian Faith Publishing is unable to address these issues or force the retailer to make the adjustment to the information provided within their listing, this includes the author being linked to an author of the same name. The appropriate steps were completed on behalf of Christian Faith Publishing to ensure the information provided by us to the distributor (Ingram) was and is accurate. Thriftbooks is a retailer who uses tactics to sell additional copies of the book, again, this is under the full control of the retailer, and they are free to market the book as they see it appropriate for their company. This client is correct, they have made approximately $23 in sales, however, according to the signed agreement, no royalties are dispersed until the earned amount has met or surpassed the $100 threshold. Until that amount is met, the earnings will be held and will carry over to the following sales quarters. After consistent contact with the client over the course of approximately 4 years, we are simply at an impasse. At this time, a release agreement was offered so the client has the option to pursue other publishing options. Since the contract was completed in its’ entirety with the direct approval from the client on several occasions, there is no refund to be given. The client is free to allow his account to naturally expire after the current 2-year term has concluded, or he has the option to sign the release agreement and terminate the contract early. 

  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 that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

   

  From: ******* ***** **************************
  Date: Thu, Feb 8, 2024 at 9:26 PM
  Subject: complaint* ********
  To: Better Business Bureau <[email protected]>
  
  
  ********** ********
  
    I hope that you got the emails have got forwarded over to you.
  
  All this is done with an extremely heavy heart. After reading the response from CFP I am very disappointed with the lack of accountability on the part of a business that claims a Christian faith. I was thoroughly given the run around when asking to speak with people in charge and just told that they would just tell me the same thing. Repeatedly having  to wait for answers for questions because the specialist had to wait? Even with pictures and written instuctions they were not able to do what was needed to make the book what they sold me. Expecting me to catch their obvious mistakes and go through the reediting with them  knowing that I only was given a limited amount of corrections before I was being charged a fee. The only ones bending over backwards were the specialist. The incorrect trailer was put online without my approval and it took several weeks and me finding replacements for some things CFP were not able to find? The book people did not even know what a scrapbook was to be able to put the pictures in correctly so I needed to show them how to do it? The multiple times that the cover was redone was because of their issues not mine but I was running out of corrections before I had to pay a fee. I was not told that CFP just used shutterstock to get pictures? CFP kept trying to change a  picture of the wrong car even with the picture of it. CFP even having a drawing with pictures could not understand how to do the cover? A real Christmas tree in the middle of the dragstrip because apparently they did not know  what a dragstrip chrismastree  was? I had to just settle for CFP finally using the picture that I had sent them to be able to get the book printed. If I sign CFP’s release they will be getting paid for doing Substandard work without any accountability. CFP needs to pay me for the shabby at best work they did so I can get it done correctly. I paid a renewal fee for his book before it ever got published. The author of the book still to this day shows up as ***** * ****** a music author among other authors, if a reader does not like an author they will Not read their books. The amount to make this as right as it can get is $3.500 which is considerable less than I was charged. I want to make sure that the specialist get paid for their work.

   

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

  

  Business response

  02/22/2024

  Christian Faith Publishing has continued to address the concerns made by the author in attempt to resolve the issues presented. However, this client has spoken with supervisors in the past, and when the information was presented, it was not accepted, and the dispute continued with the same circular conversation. After four rounds of editing and three rounds of page design, the interior of the book was approved by the author. Christian Faith Publishing also created four versions of the cover design using the clients feedback and changes before the client approved via his Author’s Portal. If there were additional changes or requests, they were not sent to our staff for consideration or completion. The cover design and interior of the book were then approved via email on May 4th, 2023 before moving into the printing stage of the process. Christian Faith Publishing was under the full impression that the client was satisfied with the files that were created on his behalf. The publishing of a book is a process, and since the author is a full participant during each stage, it does take time to ensure the vision is met for each author. Multiple rounds of corrections are common as we make the adjustments requested. The work completed was in adherence with the agreement that was signed into effect on 3/19/2020 and the subsequent renewal on 4/13/2022 after the initial 2-year term ran its course. The determination of the refund remains, there is no refund to be given. Christian Faith Publishing completed all aspects of the publishing and distribution agreement and received full approval from the client during each stage of the process. 

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    This is not addressing the problems at all. The fact that the specialist say their hands are tied says so much about the procedure that CFP uses. When I have to wait weeks to get one of their ideas on paper before I am able to do anything it makes thing incredibly difficult. When I say what I am wanting but am not given it and instead something entirely different several times and then told that I only have one more edit before there is a fee?  I was just trying to get the book done! When I was NOT able to speak to anyone but my specialist and they had to go through their boss to get information so it could take days at least. The trailer was posted before I saw it and was incorrect. So when I tried to get it corrected it took weeks and was NOT taken down as I told them to. I had to find the correct pictures because they were Not able to? I was told it was a (QUICK FIX) to change the author back to me and it still months later showing other people? The people that are supposed to be the best were sadly lacking in abilty! Having to renew the contract was NOT because I was happy with the service! Other publishers do things differently! Being able to talk with the professionals you are working with just for one thing. I've had numorus  people tell me to dump CFP after each one of their mistakes!
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  T**** ****** 

  

  Business response

  03/13/2024

  Christian Faith Publishing has continued to review this case and unfortunately, the factual information being provided is not being accepted. Christian Faith Publishing has policies and procedures in place to ensure all authors currently within the process are receiving the same respect and importance. We do not and would not show one specific author preferential treatment by moving them through the process faster or moving them above another author. This client appears to have wanted or asked for this type of treatment. There is a queue system in place for each stage of the process and the projects submitted to each department are completed in the order they are received. When the client states they were not given what they were asked for, had this been addressed at the time instead of receiving their approval it would have been addressed by our team and a solution would have been found. However, as stated before, the approvals were given after each stage and CFP was under the impression that the client was pleased with the files that were produced on their behalf. We assign a Publication Specialist to each client and keep the communication on a project between the specialist and the author, the introduction of a third-party individual who does not know what has transpired is counter-productive to the process as a whole. As for the video trailer, if there are requested changes to the imagery, we always ask the author to provide either images or samples to be used. This ensures that the issue is fixed during the first round of revisions and not to prolong the process further by using images a second time that are unsatisfactory. As it was explained several times before, Christian Faith Publishing is not in direct control of the retailer listings, it is up to each individual retailer to set up, correct, monitor, and adjust the listings on their retail sites. Again, the information provided to the retailer is correct, and it is out of our direct control. This client is free to allow the contract to expire naturally after the current two-year term and seek publishing services elsewhere that are a better fit to his needs and expectations. 

  Customer response

  03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The CFP’s response’s have Not addressed the issues but keep saying the same things over and over? I never once asked for any kind of special treatment? When I was attempting to make things easier for CFP with instructions and diagrams even and CFP was NOT able to put simple pictures in places? Each time I had to wait weeks to get back anything? When I was having to use up my paid for revisions because of what they could NOT do? The smallest of things in the editing were brought up to be the biggest of issues but the entire heading for chapter #3 is missing and plenty of words were misspelled? I was Supposed to go through the whole book every time to catch their errors? I paid for CFP to edit the book with their Professional crew?
  
    After going through 3 specialist because two just had to move on? The trailer was showing the wrong pictures and I did NOT approve it? I told them that they needed to take the video down, they did NOT? I had to get the correct pictures from the internet where anyone can get pictures? That is where they get their pictures from? The cover for the book took months because of having to wait foe their professionals to do it. Unfortunately they were NOT able to do it because they could NOT get a picture from
  
  Shutter Stock? I had to send them a picture after waiting multiple times for them to try to alter the same wrong picture? They put a real Christmas tree in one of their attempts instead of a Drag Racing Christmas tree that was supposed to be there? I had sent them a drawing of what cover was supposed to look like with pictures of the cars? I was told by my specialist that fixing the incorrect author was a QUOTE (easy fix) that was NOT true? I had tried several times to talk with anyone higher than them. NOPE! Until I would NOT take NO for an answer I could NOT talk to anyone else? My specialist was able to get the chapter #3 title put in at NO charge but the accounts manager would NOT do that?  I paid in GOOD FAITH but did NOT in GOOD in return.  Other Christian publishers do NOT publish book the same way and do NOT charge upfront. I have made a whopping $23. In 6 months on my book but I cant get it until it makes $100.?  I wasn’t even showing on the CFP’s website until after I said something! Of course CFP denied that! CFP sent me their get out of my contact form? It says that I cannot say anything bad about CFP or I will be in legal trouble with them? Asking for $3.500 from them so I can get the book done CORRECTLY leaves CFP enough to pay their specialist!
  
   

  
  Regards,
  
  T**** ******

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am am author who contracted Christian Faith Publishing (CFP)to publish my book on ***** ****** ********* **** ****** ******* * ********* ********* I filled out the form in July of 2023 to be paid royalties for the books sold. I was told I would have to wait till the next quarter since it was a month past the last quarter. So I waited. in September they said it would take about 5 weeks to get the next quarter talliad. At the end of October I called wanting to know why I hadn't received a cheque. they said I had to fill our a form from a billing company on line. That was not a part of the original agreement but I tried to fill out the form anyway. my computer first worned that it was an insecure sight and my computer wouldn't let me finish filling out the form. I contacted C.F. Publishing again and was told they the Billing business they contracted to pay out royalties said they had paid me. I didn't know how they could do that since I was not able to fill out the form successfully. I checked my bank accounts anyway and found nothing had been deposited. I called them back, and after that was able to complete the form. I told them I was finally able to complete the billing form. Then they said they had to investigate where the money went. now another quarter has passed. they owe me at least $3291.45 USD according to their records. I'm broke and would appreciate your help please. I wish there was a way I could contact the owner of the company. Thanks for any help you can be to me.

  

  Business response

  01/30/2024

  After receiving the information regarding this complaint, swift action was taken with our finance department. The royalty payment was issued to this client on January 9th, 2024 via an electronic transfer. After speaking with the client, it was confirmed that the payment was received on 1/29/24 and the there are no outstanding royalties to be issued. Unfortunately, there was a delay with receiving the payment once it was issued due to the account being in a different country. This matter has been resolved and the client is encouraged to reach out to our support department directly via email or phone with any further questions or concerns. 

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ******* ******

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been owed a $100 royalty check since July 2023. I have contacted CFP at least 5-6 times regarding this, the most recent being yesterday when I bypassed the customer service line and called my Publication Specialist instead. I left him a message asking if he could help me resolve this issue, but I did not hear back from him either. A few months ago, I was told by the customer service call center representative that CFP had mailed me a check in July. Thinking that I may have forgotten I had received it, I hung up and looked in my bank account. I could not find the deposit. I called back and asked if I could talk to someone in accounting to see if the check was cashed. It took a couple of weeks to get a call back from someone in that department. During that conversation, I learned that the check had not been cashed. This gal and I confirmed the check amount, we verified my address and she said they would send another check right away. She apologized for the inconvenience and explained to me that CFP was in the process of modernizing their archaic reporting systems. I did not receive that check either. A couple of weeks later, I called the customer service line again. The representative asked if I set up direct deposit. I told her that I would like to, but I couldn't see on the website how to do that. More importantly, though, I told her that I would like to speak to someone in accounting so I could resolve the royalty check issue. Instead, she was adamant about emailing support for me with an escalation. I did not hear back from anyone. A week or so later, I called back and told the customer service rep that I wanted to be transferred to someone in accounting. She transferred me and I got voicemail. I left a message about my issue of not receiving the second check and asking for someone to call me back to take my banking information so they could ACH the amount. I'd like someone to contact me, and I'd like my royalty check directly deposited. Thank you.

  

  Business response

  01/05/2024

  After receiving this correspondence, immediate action was taken by a member of our management team to resolve the issues. After speaking with the client regarding her concerns, we notified our finance team regarding the royalty amount and the client not receiving the payment. Payment status was verified, a new payment was issued for the remaining amount and the problem has been resolved. 

  Customer response

  01/13/2024

  
  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. 
  
  Regards,
  
  **** *****

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold on everything I wanted being granted verbally. 1) beautiful color photos in glossy text 2) paid editing no misspelling and proper grammar. 3) book cost: A) $4.25/hardcover (my cost) B) $1.50/softcover (my cost) C) REALITY: $13.25 hardcover at my cost And $6.50/soft cover my cost. This was important because in advance I told them I understood I was going to have to market my book on my own so for me to do this I needed to buy 600 of my own books to market into the public but when 600 books cost you almost $8000 compared to what they said would be $2,550, that puts my marketing over the top and can’t be done. If they want to do the right thing? Send me 600 hard cover books for the lies they spit out, OH let’s also talk about that! My rep CONVENIENTLY EMAILED me telling me she’s no longer the go to person. Then after her another one. I guess to spit the lying blame out to another person. This will become a small claims case for damages and also making me look like a bad writer. People reading have no clue I wasn’t the one editing my own book. My book, “ * ******* **** ****** ** **** was to be a great achievement for me. Now look what these people do! They shame others and lie to line their pockets.

  

  Business response

  01/03/2024

  After receiving this complaint, a member of our senior staff reached out to the author to discuss his concerns. During the conversation the editing process was discussed, and the process Christian Faith Publishing has in place requires the author to not only review, but also approve the files before moving forward into the next stage of the process. The client approved the edit that was completed, as well as the page and cover design before moving into print. It was then that physical copies of the book were delivered to the client where another approval was received. Christian Faith Publishing was under the impression that the files and physical book were just as he would like. Regarding the cost of each copy, the signed agreement states that the author would receive a 40% discount off the retail cost when they purchase copies themselves, the retail cost was presented to the client when the cover design was completed and reviewed. We have provided the correct information and have explained the royalty structure and how the royalties are earned, we have not falsified or withheld information. The representative this author was working with through the initial agreement process, and during the production of his book, have completed their work and this author is encouraged to reach out to our support department for assistance and further explanation should it be needed. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See October 7, 2023, letter to the Christian Faith Publishing President (uploaded): Christian Faith Publishing (CFP) doesn’t live up to their claims and contract (March 29, 2023, uploaded). There are major issues with copy editing which they characterize as "proper syntax, word usage, sentence structure, and consistency in adherence with the standards of the Chicago Manual of Style.” CFP’s claim that their editing is in adherence to Chicago Manual of Style (CMOS) is untrue. CFP uses a “house style” (their words) that, in some cases, preempts CMOS standards. When CFP rejected my “parts of the book” and epigraph format (both based on Chicago style), I challenged them to show me where their version was addressed in CMOS. They couldn’t. Their response: “We have based some of the formatting to house style” rather than CMOS. CFP editing, in many cases, generated (rather than fixed) spelling, format, word usage, and sentence structure errors. For example: of the 128 changes I submitted to CFP version 3, 24 of the changes involved errors CFP generated during their editing process; eight of my submitted changes identified repeat issues (changes previously requested but ignored by CFP), and another 32 submitted changes were basic edits that CFP should have made without my prompting. That’s a 50 percent failure rate! Version 4 was just as bad with some of the same issues in CFP version 5. CFP’s claim that “you [the author] have the ultimate control to dictate how you would like things to be inserted,” is untrue (a lie?). The process gives total control to the editors. My entries were repeatedly rejected in versions 1-4. CFP responded to my letter. Generally, they stated that if I waived the copy edit process, they would publish what I submitted. My response: Why would I pay CFP for sloppy, unprofessional work and absolve them of their contractual copy-editing responsibilities? CFP has made it a painful process. I question the ethics of their process and want a refund.

  Customer response

  11/13/2023

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

  For some reason (I am sure it was my fault) I was able to upload a supporting document, but not allowed to submit my 1,994 character response. Thank you for your help. Here it is:
  
  The complaint contested two major Christian Faith Publishing (CFP) claims (see complaint); neither were addressed in CFP’s response. Rather than speak to the issues, CFP cherry-picked non-contentious examples from the list of the 128-line items I submitted to CFP Version 3. CFP focused on symptoms rather than cumulative results. Those results are indicative of much larger issues. For example, my preferences were provided in the original manuscript, many were aligned with CMOS. So why did CFP feel compelled to reject CMOS and change them to “house style?” CFP said they check spelling, unfortunately they generated misspellings. As an example, CFP misspelled “US” twice, even after being corrected the first time. CFP also unblocked several quotes setting me up for potential plagiarism charges. I submitted over 400-line items to CFP versions 1-4. Many (see the analysis of version 3) addressed CFP generated errors, repeated submissions that CFP ignored or rejected the first time, or addressed basic copy edit issues that CFP should have fixed. It’s a painful process. Their claims that they do an extensive copy edit and the author is in charge of the process are untrue. Over the last year, by my count, there have been at least seven adverse copy-edit posts on BBB: four reviews and three complaints. All lament the CFP copy edit process with comments such as “horrible editing” and “riddled with grammar errors.” Some resorted to paying professional editors; some regretted ever hiring CFP. Others speak of embarrassment: having to explain to friends the poor quality of the product. I find it interesting that CFP felt compelled to defend “the ethics of the company” given that Christian ethics form the basis of their marketing strategy. I will leave that to their corporate conscience to struggle with. I did offer to move forward if they ceded control of the editing process to me. I refuse to be embarrassed with the poor quality of their work. Another option: refund my money.
  
  Please place the supporting document I sent earlier via the BBB web page in the supporting documents file where the other documents are located so that it is accessible by CFP.
  
  Thank you for your help.
  
  ******* *****

   

   

  
  

  

  Business response

  11/22/2023

  After continued review of this client’s claims and responses, we stand behind our initial response. In order to find a solution to the issues at hand, we must look at the problems as they are presented to us and address them directly, as we did within the email responses to the client. After going back and forth with the client through multiple rounds of corrections, including an additional round after version 3, as the claims state, we are still at an impasse with this author. The errors that were brought to our attention were addressed and corrected, and the additional content changes requested were also implemented. It was presented to him on November 6th via email, with his options to move forward. They were as follows:
  

  1. Provide corrections as requested so we can apply them to the document we have been working to develop with you. 
  2. Provide a final version of your manuscript and we proceed to the page design stage. No further editing would be completed and any changes would need to be expressly requested based on the page design file when it is available for review. 
  3. While this is not our preference, you can sign and return the attached release agreement and cancel the project. Doing so would stop all work and you would be free to pursue an alternate publishing option that is better suited to your particular needs. 
  
  In contrary to the claims made in the rebuttal statement, we offered to cede control of the edit and allow him to make changes as he would like and then provide a final version to us for the next stage within the process, page design and formatting. From this email, we have not heard from the client with his choice and the process of moving forward has stalled.  

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 

  Apparently, CFP has not been listening. I take great exception to their #1 contention above that they have “been working to develop [the final manuscript] with you [me].” In fact, quite the opposite. They have stonewalled/frustrated the process by generating errors, rejecting or ignoring my submissions, and not completing basic copy edit functions per their contract.
  CFP offers to cede editing control to me. However, CFP promised author control when we started the project. Was that not true at the time, but now it is? I would agree to accepting “total” control of the editing process contingent upon CFP providing me the latest version of the manuscript in Word.doc (which I asked for before but was ignored) and that CFP reimburse me for contracting a professional editor to clean up the mess that CFP created in the manuscript. That “mess” is well documented in my October 7, 2023, letter to the CFP President and uploaded to the BBB folder. After all, why should I pay CFP for a copy edit that generated errors, rejected or ignored my change requests, and failed to conduct basic copy edit functions? That reimbursement would generally amount to about 3 to 4-cents per word or about $1,200 to $1,600 (at approximately 40,000 words).
  As you can tell, I am extremely frustrated and disappointed with CFP. I was hooked, as many have been, on CFP’s emphasis on Christian ethics (as foundational to their marketing strategy). As I indicated in my original complaint, I question the ethics of their process? My terms for moving forward are listed above. Even at that I’m dubious because of CFP’s failure to adhere to their claimed standards and contract. Why would their performance improve in the later stages? The other option is a full refund of $6,500+ which I requested in the letter to the CFP president as well as in this complaint. 
  
  Regards,
  
  ******* *****

  

  Business response

  12/12/2023

  Christian Faith Publishing can assure this client, that we have been in contact and listening to the concerns provided within his statements. The mutually agreed to contract terms have been met, and after several rounds of corrections, the requested changes by the author have been applied, including the requested content changes that were not included within the copy edit services provided by our staff.

  
  The process in place gives the author the opportunity to review and request changes before approving the file and moving forward. It is not part of our standard process to allow the author to provide a Word document version of the manuscript and then submit directly to the page design team. This exception was made for this author specifically in order to find a path to move forward. The author has the ability to review each file and then decide when they are fully satisfied with the product before the next stage of the process. Christian Faith Publishing has not faltered on this policy. The requested file is available to the client when he wishes, however, we have completed the terms within the agreement and have made a substantial effort to work with this client so he would be happy with the services provided, including substantial modifications to the content and preferential items within the manuscript and applying additional requested changes. Of the changes requested, a vast majority of the changes were to items not reviewed during a copy edit and would not be addressed by our team to ensure the authors voice remains. The latest version of the manuscript is available for review, and to our knowledge, the client has opted not to review to ensure his requested adjustments have been made.

  
  Christian Faith Publishing is equally frustrated with the lack of progress on this project and the inability to work within a professional relationship. We would like to see this title come to fruition and the consistent hostility does not allow for a cohesive partnership. 

  Customer response

  12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As before, Christian Faith Publishing (CFP) only tells part of the story. Their assertion that “The requested file [a current Word version of the manuscript] is available to the client when he wishes” is not true. I requested that document in a 3 Nov email, subject: Transfer of Material (uploaded to the BBB site) citing contract Terms and Conditions that the electronic files “shall be transferred free of charge to Author by Publisher at any time upon Author’s request.” As yet I have received no response from CFP to that email. But in response to other emails, they have held that Word.doc hostage in exchange for me signing a waiver. In CFP’s 23 Oct email, they state they will provide the word document if I waive CFP editorial services, i.e., absolve CFP of any copy edit responsibilities. As I indicated in my last response, I will do that only if CFP reimburses me for costs I incur on contracting a professional editor to clean up CFP’s mess. In CFP’s 6 Nov email CFP offered to provide the file if I released them from “further obligations owed.” I read that as they want to keep the $6,500+ for generating errors, ignoring or rejecting my submissions (that were IAW Chicago Style, in lieu of CFP insisting on using their “homestyle” as admitted by one of their editors) and not performing copy edit responsibilities per the contract. My request to obtain the file without condition is just one more part of the contract that CFP has ignored. I got tired of the gamesmanship as reflected in their cavalier rejections of my change requests on the epigraph and the Roman numeral numbering of the parts of the manuscript. As I told the CFP president (letter on file w/BBB), the “relationship has gone from “family, to tolerable, to adversarial…and I no longer trust CFP to execute this project as they promised” On the bright side, I do appreciate BBB’s role in providing this forum to discuss issues. Unfortunately, in this case, the issues have not been resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  wrote and published a children's book called ****** *** *** ********** ** **** *** this cost me 5000 dollars to do. According to reviews it did well in sales however I have not received any thing from the company, and I got a three-month sales report stating I only sold 7 books I know for a fact that I have sold a lot more. The book is in many stores including barns and noble and amazon. Not to mention what friends and family have bought. Also E books were never mentioned, and someone had to buy them. This company Acts legit but there is to many problems with whole thing will go to a lawyer if need be to rectify this

  

  Business response

  08/08/2023

  Prior to this author submitting this complaint, he did discuss his concerns with one of our Senior Account Managers, and they attempted to provide clarification and what would be required for Christian Faith Publishing to look into this further. The sales reporting comes directly from Ingram, the printer and distributor. As one of the largest printers and distributors in the world, we have no evidence to believe the provided sales reports are inaccurate. If this client would like to provide the sales receipts for the bulk orders purchased, we will gladly investigate further on his behalf. We would also like to state that having a book listed with retailers such as Barnes and Noble and Amazon, does not guarantee sales. As a new and unknown author, time may be required for sales to be generate, but Christian Faith Publishing is unable to predict or promise sales after a book is released. 

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩