ComplaintsforChristian Faith Publishing, Inc.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was promised my 40 free complimentary copies of my book they published. My publisher kept telling me I would get them after this... then that.. over and over. He invents things that he says are in our contract to which are not. Tries to fee me for things I didn't agree to. Had to remove my debit card. Lies to me. I have a big ring binder of all our comunication printed. I have seen so many bad reviews from others regarding the same issues I am experiencing. I should not have to pay them any money to get copies of My book. They charge me. Tell me I have 100% rights to my book when turn around and give me only 3 times to return for something I didn't approve about the book (when I corrected their mistakes) and want to fee me for it. Claiming it's in my contract when it isn't. I want me 40 free copies of my book they promised me, and not charge me if i need more. That should be included in the $249.00 i give them a month. I feel they are going to get my last payment $249.00 I have been paying them a month for 9 months now. I feel they are going to wait til I pay my last payment to them and they turn around and not send me my copies. I also put a $300 downpayment with them. This is wrong. I have all evidence of printed off correspondences with them.

  

  Business response

  08/26/2024

  Christian Faith Publishing has been in constant contact with this client regarding the process, stages and the concerns she has. The 40 complimentary copies she was offered at the time of signing her agreement have been ordered and shipped from the printer. They should arrive at her address within 3-5 business days. Should this client want additional copies of her book, she is free to use the Author Discount Program pricing as it is outlined within her signed agreement, the complimentary copies promised to her have been fulfilled and no additional copies will be offered or included in the investment amount she has paid. We have moved forward in good faith with the authors approval during each stage of the process, including editing, page design, cover design, a final approval before moving into the printing stage, as well as the complimentary copies she received initially. We will complete the process as agreed upon. We recommend that this client reach out to her Publication Specialist should she have any additional concerns or questions. 

  Customer response

  08/26/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* *****

  Customer response

  08/27/2024

  ---------- Forwarded message ---------
  From: ******* ***** ***********************
  Date: Mon, Aug 26, 2024 at 9:51 PM
  Subject:
  To: <[email protected]>
  
  
   **** ********* *esolution was resolved today.. got confirmation my books are coming. Earlier I was not informed they were coming. No further  assistance at  this time is needed. Thank you ******* ***** 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company told me they would not change anything of my story. I paid them over 6K to publish my book. In this whole time they never communicate to tell me what is wrong so we can work through the design process. The continually give me sloppy work to MY designs. It took almost 6 months for John to FINALLY tell me they were having trouble with my designs with their system. I asked them to let me have access so I could help them, or to tell me what other format to send my designs and work to, but they wont allow me to do anything to help. I keep complaining and telling them about how unfair it is to put me in the back of the line when the designers never compare their work with my original designs. They keep making the same mistakes. I'm in a hamster wheel. I keep telling them that if they don't communicate, or let me help them, or if they can't get past the problem they are having with their system to my designs, then to give me my money back. But they refuse to do that. They just put me in the back of the 'design' line again and after a forever silence, after I complain, they send me the same sloppy work!! Please................I NEED my money back! My mental health, because of what this company is doing to me is not doing well. Please, please help me!!!

• 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

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Christian Faith Publishing 832 Park Ave Meadville, PA 16335 866-554-0919 (Phone) Down Payment Authorization Form As per the attached “Publishing and Distribution Agreement", (Please Print Name Above) hereby agrees to pay Christian Faith Publishing the initial cost of services $ (USD) (Please Sign Name Above) ***Enter your down payment amount that you authorize Christian Faith Publishing to charge your card today. Credit Card Information Credit Card Number: Expiration Date: CID/CVV Code (4 digits front American Express, 3 digits back all other cards): Cardholder’s Billing Address: Cardholder’s Signature: Date: Monthly Recurring Payment Authorization Form (Optional) By choosing to fill out this section, you are selecting to enroll in the monthly auto-payment option. The above signed agrees to make monthly installments of $ (USD) for a total of $ (USD) using the credit card information above. The monthly payment of $ (USD) Card holders signature authorizing monthly auto payment: (Please Sign Name Above) *Please note, charges will appear on your credit card statement as "Publishing SC" ******* ******* (Jun 2, 2023 12:46 CDT) ******* ******* (Jun 2, 2023 12:46 CDT) ******* ******* *** **************** ***** *** **** ** ******* ** *** ** **** ***** *******

  

  Business response

  03/01/2024

  Unfortunately, Christian Faith Publishing is unable to provide a response to this complaint as no issue has been expressed or explained. The information provided is simply a copy of the wording from the down payment authorization form when the client signed his agreement with us. Thank you! 

  Customer response

  04/10/2024

  In regards to my complaint on Christian Faith Publishers. I did indeed post a complaint about the agreement.
  They said I'd be assigned a team to work on my book. They DID NOT mention that the same team would also be working on several other books at the same time. It's almost been 10 months and they still haven't even gotten the formatting finished.

  
  On top of that, the supervisor over my book quit and had to have a new supervisor which pretty much meant starting over, as the previous supervisor failed to save the material I sent in a team folder but just her email. I had to send everything back to the new supervisor who is obviously a supervisor for many clients. Not what I was led to believe when they were recruiting my book. They have also ignored the corrections I sent to them 3 times. They placed the wrong information on the wrong page at least twice. Their motto should be delay delay delay. I have a sequel ready to publish but can't until this book is finished. You can see by over the 41 complaints to the BBB they are not a trustworthy business regardless of the Christian implications.

  
  Due to the constant failures to communicate and correctly fix edits I have totally lost confidence in their ability to produce a sellable product. I would like to forgo any further delays and avoid arbitration and go directly to a federal court for false and misleading advertising. When an author signs with a company they believe they will receive total attention until the project is completed. I do not feel they can do justice to any book as long as they are working on numerous books at the same time.
  I requested a total refund on many occasions, which they refused to do.I paid for illustrations, but the illustrators refused to read the chapters to get an idea of what to draw. I requested a refund for the illustrator's fee. They refused saying they would give me credit toward purchasing books. That was an unsatisfactory answer.

  
  I did the illustration work, and sent them placed on the chapter headings and throughout the book, showing them exactly how I wanted them placed. When they sent me the corrected format, nothing I sent was done and they did what they wanted, thus once again delaying and causing bad relations between them and myself.
  The supervisor and I got into a heated argument as to why bother filling out their correction sheets if they weren't going to follow them. I gave her verbal instructions over the phone, but she refused to take them.I  She hung up the phone and had her supervisor call me. I spoke with him about the same issues and the phone call did not end well. 
  I am usually an easy person to work with when I'm dealing with competent people.

  
  However, after many attempts to work with these people, I find they will no longer give my product the attention warranted or follow my desires for the book. They have an author portal that I am supposed to go to for any corrections or communications. Yet, that portal on so many occasions gives an error message and cannot link to it even when using the correct credentials. Amber was the first supervisor. I explained to her I was 70 years old and technically challenged especially when their programs didn't function as they were supposed to. She agreed I could send her emails. She quit and I was happy because she ignored all my directions.
  Stephanie is the new supervisor who also ignored my directions, even when it was drawn out and placed for them. I feel by them working on so many books they have one way of doing things and hell with any different directions. I do NOT feel they give professional attention to each or especially my books which is expected from a publisher.

  They are a mass assembly line production concentrating on quantity sales vs quality products. When I send a book back with corrections, it goes to the bottom of the pile of books they are working on, and, maybe in 4 more months, they will work their way to mine. It should never take 10 months to a year to publish a book, especially when I'm doing 90% of the work for them. After editing, which I found more mistakes, all they should have done was format the interior of the book and cover designs, which I also did. They have yet to get the back-of-the-book information correct. I need a full refund and should sue for all the emotional abuse I've received. I already suffer from clinical depression and anxiety disorders. This company has only increased my mental illness to the point I had to go back to counseling.  I would never recommend this company to any aspiring authors for publications. And no, this isn't my 1st book. 

  
  **** *******

   

  

  Business response

  05/28/2024

  The terms of the agreement are attempting to be fulfilled on the author’s behalf. Christian Faith Publishing does have a dedicated team for each stage of the process and while working with other authors, is able to complete the projects so each author receives the same respect and importance. This includes the Publication Specialist that is currently working with this client. We are sorry to hear that the exclusivity that the author requests cannot be met. As of this response, the page and cover design has been completed, and this is within the estimated 8–10-month period that we estimate for all our authors. There was approximately a four-month delay at the beginning of the process due to the author not providing the required documents to move forward with the editing stage. The editing stage did not begin until September 28th, 2023, a mere 8 months ago.
  With the departure of the previous specialist, there was no hinderance in the process, and not require to “start over” as the client claims. The transition from one specialist to another was smooth with no need to backtrack to any stage of the process. The new specialist simply asked the client to forward the correspondence so she would have the complete information. The request (and phone call as a whole) was very hostile and combative. The corrections that were provided have been applied, and if something was placed or adjusted incorrectly, the change was made after further clarification. The delays experienced were heavily impacted by the client’s refusal to have a professional and non-combative conversation and provide the information needed to move forward.
  Should the client pursue legal action, we will respond to any communication from his legal counsel directly. As a company, we do work with multiple authors at once, the one-on-one attention this author is seeking is not feasible. We have thousands of happy clients, all of which have gone through the same process as this.
  The complete refund he states he requested was addressed with him directly. There is a three-day window clearly stated within the agreement that allows a client to breach their contractual obligations. This client did not bring up the request to cancel until almost two months after the agreement was signed. We are legally obligated to complete the project as agreed upon.
  There have been several conversations with this client that have been less than professional with his unwillingness to accept answers as fact. The supervisor that he spoke to is correct, we cannot and will not take corrections over the phone. They must be in writing so they can be sent to the proper department. The clear insult to the intelligence of the staff is uncalled for and simply not tolerated at Christian Faith Publishing. We have a process in place that has been tested and proven effective, regardless of the client’s willingness to accept it.
  The author’s portal is not the place to provide corrections or communications. It is a place to review files and have progress updates regarding the project. This client is well aware of the means of communication, either phone or email, and has used both consistently. We are unable to assist with issues logging in, as it is a user error and not an issue with the system itself. When there are issues with navigating the technological side of our process, we always recommend asking a friend or family member for assistance, as they would be better suited to assist with troubleshooting.
  We are unsure of who “Stephanie” is as that is not the name of the Publication Specialist that has been working with him for approximately 3 months. The Specialist is not to blame for corrections not being applied, as she is simply forwarding the requested changes to the appropriate department. She is not applying them herself. Again, we show each and every author the same respect and importance. We will not place this client’s project at the front of the line and delay other projects that have waited patiently for their turn with our designers.
  We must clarify the timeline once more, not once has this client’s project taken four months to complete a round of corrections or initial design. The sheer exaggeration puts a bad light on Christian Faith Publishing that is simply false. We will continue to move through the process as agreed upon and will complete all services as they are outlined within the agreement. Should the author have a sequel, he is more than welcome to and encouraged to pursue another publishing company that is a better fit for his expectations. While we sympathize with the client’s health, we will not take blame or allow this client to accuse Christian Faith Publishing of emotional or mental abuse.
  Should there be any additional questions or issues, this gentleman is encouraged to reach out to his assigned Publication Specialist. We eagerly await his response to the completed page and cover design. 

  Customer response

  06/07/2024

  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: Fri, Jun 7, 2024 at 6:49?PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: BBB Info <[email protected]>
  
  
  You really didn't expect the CFP to say anything negative about their business, did you?
  The 4-month delay they mentioned was due to failure to explain that my monthly payments did not mean they would start on my book. After seeing they did nothing, I was informed that until the total bill was paid they would not start on the book. I was made to understand a dedicated team would work on my book, like most publishers have on other books I published. This was a misleading attempt to collect my money. I feel anyone who didn't have a complaint didn't experience the problems I have had since day one, or they are first time publishing and didn't know better. 
  I was supposed to have a credit for what I paid for illustrators, being I did all the artwork since they refused any refunds.  The fact that they do not have a guarantee on their work and offer no refunds verifies they are not a legitimate honest company that has faith in their production.
  The failure to use their portal was NOT a USER ERROR. I kept getting error codes saying the portal was down and they were working on it.
  I submitted all chapter headings with extra pictures to fill in on blank pages. They still didn't get the placement correct. 
  Attached are a couple of pictures I sent to the publishers as to how I wanted the layout to look. After at least 3 attempts they still haven't got it right.
  They ignored my request on numerous occasions.
  They DO NOT HAVE A DEDICATED TEAM for each book. It is totally an assembly line and may take up to 4 months between my corrections before they get to it. By that time they had lost the correction sheets I had filled out on a couple of occasions, or just totally ignored them. 
  Again, I tried using their correction forms showing chapter headings but it kept freezing and would not work. They refused to listen to verbal instructions or take notes, which I found totally unprofessional. Yes, their refusal to work with me was unprofessional, and my frustration grew hostile. Working with them was a total mistake and I never will recommend or use them again.
  Again, halfway through the process, the supervisor quit and the new one told me she could NOT access what I had sent to the previous supervisor. I had to resend everything to her. 
  I received their final version to review. They said if there were any changes it would cost me another $125.00, which shows they nickel and dime clients for their failure to follow instructions. Out of frustration, I told them to finish the book. I can't wait to be done with them. I'm sure all the other promises they made are a farse as well. 
  Jennifer said she would send me my books which have been over 3 weeks now, and she would start on the e-book. I fear what that will look like as well. I most likely will have to find another publisher to redo what they messed up. I do have a sequel and am looking for a new publisher that assures me that they do dedicate 24/7 service access to their supervisor and will be completed in about 4 months.
  Their program has cost me possible lost income from their lack of following corrections and delayed time working on it. I just want to be done with them. Yes, I'd love a refund but unprofessional scammers will not allow such. 
  Of course, the CFP will lie about the process because they don't want a poor review. 
  

  
  

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

  

  Business response

  06/19/2024

  Christian Faith Publishing will, once again, explain further on the circular commentary and comments made by this client. The 4-month delay was not at the fault of Christian Faith Publishing. To begin the process of editing, the author must provide a back cover summary, About the Author section, W9 tax form and editing questionnaire. Without these items, we are unable to move forward. This client did not provide these items until 9/28/2023, approximately 4 months after he signed his agreement with us. During this time, the client also failed to meet the monthly payment requirements that are clearly addressed and explained within the signed agreement. After the items were submitted and a payment was made to resume the process, the editing team began to review the manuscript. The continued comments regarding the “dedicated team” he is demanding have been addressed previously and our stance has not waivered. We treat each author and manuscript with the same respect and importance. No author we work with has a one-on-one relationship with the design team, this is why they are in contact with a Publication Specialist who is available during regular business hours for questions and assistance. Frankly, the contractual terms list a Publication Specialist as their point of contact, at no point is a dedicated team listed or promised to any client.
  The matter of illustrations was also addressed with this client. For us to issue a credit on his account for the illustrations that were not created on his behalf, an illustration waiver is required to be signed by the client and returned to us. This waiver was sent to him on 10/26/2023 via email. To this day, it has not been returned, signed, to our office. Until this happens, no credit can be given. We are unable to comment on the reasoning as to why the client failed to return this, but questioning our morals is no longer being tolerated.
  If placement was not how the author wanted, he should not have sent an approval to move forward. We would have made the requested changes on his behalf, however, with his written approval, we moved forward in good faith that the page design was just as he wanted.
  At no point did it take 4 months for Christian Faith Publishing to apply a round of corrections provided by the client. This is simply false information. The forms used for corrections are used by all clients who work with us, and this is the first time we have heard of any clients having issues with them. Again, verbal corrections are not accepted as information is best to be written by the client, so they do not get misconstrued or have corrections missing and blame being placed on CFP for the error.
  The comments of the Publication Specialist opting to leave the company were addressed in previous correspondence.
  The written approval, given again within his complaint, gave Christian Faith Publishing the approvals to move forward into the printing stage of the process. We do not “nickel and dime” clients during their process. We simply require payment when excessive correction rounds are used, and we must take this into account when the client is not following the proper procedure for submitting corrections.
  This client has received his complimentary copies, a process that normally takes 4-6 weeks to complete, we were able to have the files uploaded to the printer, approved and complimentary copies shipped to this client in 6 days. The authors approval of the cover design and then final approval on the page and cover design were not received until 5/29/24. Complimentary copies were then ordered on 6/5/24. The blatant lie of 3 weeks passing is, once again, an attempt to shed a bad light on Christian Faith Publishing, the information being provided is not accurate with the dates logged within written communication with the client.
  We must comment that, even with the approvals given, the client received his complimentary copies and continued to state that the cover design was not what he wanted. He states that the wording is incomplete and the design is not accurate. The wording, photo and final design was provided to the client prior to the files being uploaded to the printer/distributor. Christian Faith Publishing has attempted to address all matters prior to issues arising and this is no different. The information and design were available, and the client moved forward to printing with his written approvals via email.
  We do hope this client finds a publisher who meets all of their expectations, unfortunately CFP is not the right fit for this client, and we will not work with him on any future projects he may have.
  The information provided is accurate and should any new comments be made, we will gladly address them. 

  Customer response

  07/16/2024

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

  WARNING! Any company that does not offer a guarantee on their work or customer satisfaction DO NOT DO BUSINESS with them. All they want is your money and your opinion doesn't matter. When they refuse to refund for continued mistakes, or lost or ignored corrections, this is a scam company. Just because they use the word 'Christian' in the title of their business does NOT mean they treat you with the same respect or cooperation of the meaning.

   After receiving a copy of what Christian Faith Publishers did toward my book....
  I've tried many times and the code says it doesn't work or is expired. attached is another example of how CFPublishers ignore corrections. I have sent them a photo on many occasions of the back cover from the blue copy and how I wanted the information laid out on the green copy. They left out information and did what they wanted. I have completed all illustrations and placed them in the book how I wanted them displayed and sent them the whole book. They must have ignored what I sent because they still messed up the inside with blank pages where I had pictures placed. During all the confusion they asked me to send just the picture of the cover I created without lettering. I assumed the informational text would be added and corrected. It wasn't. They left off one of the main characters in the book and repeated another. Instead of reading, "**** ****** ***** ***** *** **** **** ***** *** ***** T*** *** ***** ***** ***** ***** *** **** **** ***** *** *****. My mistake for missing that instead of checking it closer. NOW they want another $125.00 to correct the mistake after already paying them over $4,000.00. This is a scam company IMO that does not care about the customer or his/her work. They are an assembly line production with NO PERSONAL interaction with the author. Over a year now and the book still isn't complete. I cannot tell you how many times They have lost or ignored my correction sheets or actual photos showing what I desired. At this time I am losing $4,000.00 invested in a book I can't use. I choose to NOT proceed with this sham of a company and will start over with a reputable company that works personally with the author. I submitted my sequel to a company that will have it on the shelves in 3 months. If you are a seasoned author you will not like this company's ways of delays with their assembly line production where your work is placed at the bottom of the pile after corrections that may take up to 4 months to even get to it. By then having eyes on so many other works they have completely forgotten about yours. It's the most impersonal publisher you will ever deal with. 1st-time authors won't know the difference. 

• 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,
  
  **** *****

*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. ↩