ComplaintsforDorrance Publishing Company Inc

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my first time publishing a book with any publisher. At first, I was impressed with the staff I spoke to but after they started on my book which caused frustration, and was discouraged about my own work because of the delays in the process. At first, I decided to go with a payment plan but then paid the contract in full in order to get the book completed on a faster timeline the revised contract was signed back on April 16th, 2021, and the book was published on January 5th, 2022. I caught the mistake of human error sometime in November of 2021. I did email the project manager she informed me the process would be expedited. I replied and requested that she make the mistake right she replied she would reach out to a supervisor I waited for weeks and never got a response I sent another email and she stated she was still reaching out to a supervisor. I will again say this was my first time publishing anything. I feel I rushed my own process of making sure the book was presentable to the public because of frustrations or confusion caused by delays and lack of communication during the publishing process. I gave my project manager a chance to make it right before writing this review. I feel the project manager or the company as a whole choose to ignore this error or mistake that was made on their end. if the book was released on the proper deadline of 90 business days as outlined in the revised contract I strongly feel id be in a different place in my life. currently going thew the promotional process stage of the book.

  Business response

  04/19/2022

  We were initially confused by this complaint as we assumed the "mistake of human error" that he was waiting for his project coordinator to rectify was an error in the printed book, and we did not have any record of such an issue. However, we spoke with him by phone last week and received clarification that his concern was with the timeline for publication. A previous project coordinator had arranged for a faster timeline for publication which was not met. As the book has since been printed in January, we obviously cannot do anything about the publication date of the book at this time. However, we have offered *** **** an additional free advertising product. His book is now printed and available for sale.

  Customer response

  04/19/2022

  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,
  
  ***** ****

  I feel them offering promotion services will not make it right. The book was supposed to be finished in 90 business days. It took longer. It’s been 8 months. How would promotion services make up for lost time or delays on there end? It’s very simple. I don’t see how it’s causing confusion.

  Customer response

  08/22/2022

  
  Complaint Type:
  
  select
  Problem:
  This is my second complaint against this company. The new complaint involves them editing or performing revisions to my book. I only requested major ones and didn't pick at the small ones. They should have done fair editing in the first place. Instead of sending me the edited parts for approval, they sent the whole book back to me. I work a full-time job I don't have the time to go through the whole book again and experience the emotions that come with reading it again. Every time I read my own book it's like reliving it again. I would think the company would understand this maybe they didn't care or actually read it? I gave them a chance to fix mistakes and make them right instead they caused further disappointment. frustrations and emotional damages. I would like to think the people employed with the company are professionals and they don't just hire anyone off the street. they turned a simple task into a complicated and time-consuming one. I've had enough of their reckless actions and have sent them an email requesting a full refund even if it means the contract will be broken (as far as I am concerned they already broke the contract by not getting it out on a 90-day business period). Please BBB don't ignore this complaint or mark it as resolved. It wasn't resolved in the first place the only reason I gave the publisher another chance is because you claimed it was resolved and took no further action.
  
  
  Desired Resolution:
  Refund

  Business response

  08/30/2022

  It is our policy to always send a full set of files back to the author anytime a change is made. No one has requested that he go through the entire book; it is simply for him to confirm that the specific requested changes were made to his satisfaction.

  Customer response

  09/01/2022

  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,
  
  ***** ****

  It scares me that you send the whole book back instead of the requested edited paragraphs. I can not spend all day reading through my book. I have sent a email to your editor with Approved edits Missing edits and Edits that remained Unchanged. The book is about my personal life which contains the struggles I went through. The damaging life changing emotions and all other general life experiences. If your life was bad or horrible would you like to relive it? I just want your company to do there jobs and take pride in there work but there is a great amount of evidence that continues to show how neglecting you have been with my book that is based on true life events and or personal experiences. 

   

• Initial Complaint

  03/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This vanity publishing company sent a representative to talk to me that promised if i signed with Dorrance Publishing, I would receive 2 years of assistance in marketing and publishing as well as distributing my book, but when I asked them to put this in writing as it wasn't in the agreement that I was sent, they ignored my requests and haven't amended the agreement even after they agreed it would be changed and sent to me. I have paid 750$ and they have misled me and won't respond or give my money back when there was no meeting of the mind as they haven't agreed to what their representative promised me and won't put it in writing, which I was also told would happen. I just want my money back of 750$ for their fraudulence of misrepresenting what I was promised and not fulfilling their end of our verbal, emailed and discussed agreement

  Business response

  04/07/2022

  There was some initial confusion about what additional detail *** ******* wanted included in the contract. While the contract he signed contained our standard information, we were happy to discuss making it clearer for him. It is untrue that there was no response or communication. Our staff was in contact with him on March 10th, March 11th, March 15th, March 16th (twice), March 23rd, and March 28th. On March 29th, we sent him a contract amendment which better reflected the details he expected. The amendment altered the payment plan and schedule of his contract and reflected the new completion date. We received the signed contract amendment from *** ******* on March 30th and are proceeding with the terms of his contract. It is our understanding that at this time *** ******* is satisfied and moving forward.

  Customer response

  04/07/2022

  This is untrue and I haven't discussed this purchase with Robert Services Or With PayPal so they are not being truthful. Summertime is using my account and my name fraudulently and without my permission. This 279$ charge is for bit coin which I have never bought. I challenge this ever being proved because this wasn't done by me.
  
  I wasn't contacted by PayPal no time in March regarding this at all. I didn't get any emails about this and I haven't been on PayPal to discuss stuff through the phone or chat until this fraud happened so they are liars in that aspect as well

• Initial Complaint

  03/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Dorrance Publishers but my book was never published. I have been disappointed and stressed many times to learn that my book, after almost 3 years is not even near completion. I no longer want to do any business with this company. I would like my funds returned ($6900.00) so that I can be released from this contract. I hired an attorney who advised me that the publisher won't release me and refuses to give my money back. I would like my money back so that I can go on to another publisher who will publish my book. This was a horrible experience. I would like to all my money back and be released. The contract states"If Dorrance shall fail to perform any of the conditions by it to be performed, then and in that event it shall not be deemed a breach of this Agreement unless the Author shall have given Dorrance written notice thereof by registered or certified mail, and Dorrance shall have failed to show all efforts to cure the default within 90 business days thereafter" All Invoices paid by date by Malissa Parks Sort By: Date Payment # Reference# Date Amount Mode Unused Amount ***** *********** ******** ********* ************* ***** ***** **** ******** ******* ****** **** ***** ***** **** ******** ******* ****** **** ***** ***** **** ******** ******* ****** **** ***** ***** **** ******** ******* ****** **** ***** ***** **** ******** ********* ****** **** ***** **** ******** ******* ****** ***** **** ******** ********* ******** ***** **** ******** ******* ****** ****0 Dorrance Publishing Company, Inc 585 Alpha Drive Suite 103 Pittsburgh Pennsylvania 15238 U.S.A Statement of Accounts 01/01/22 To 12/31/22 To *** ******* ***** **** **** ******* **** ****** *** ***** Account Summary Opening Balance $ 0.00 Invoiced Amount $ 0.00 Amount Paid $ 0.00 Balance Due $ 0.00 Date Transactions Details Amount Payments Balance 01/01/22 ***Opening Balance*** 0.00 0.00 Balance Due $ 0.00

  Business response

  04/01/2022

  We are sorry to hear that *** ***** *ontinues to be frustrated with the publishing process. We are working with *** ***** to fulfill the terms of her contract and publish the book.
  
  While *** ***** did sign the contract with us in 2018, she then fell behind on the scheduled payments and work on the project was put on hold. Once she had paid off the balance, we resumed the project and have been working toward publication.
  
  *** *****' project involves a series of illustrations. Creation of original art and accommodating changes/corrections from the author is a time-consuming and subjective process. Once *** ***** has given her final approval of all materials for the book, we will be able to send the book to print. As we cannot predict the exact date that approval will be given, we cannot provide a projected date for the book to be printed.

  As *** ***** states, we did previously discuss this matter with her attorney who confirmed that no refund is due should she choose to terminate the contract. We have been communicating back and forth with *** ***** (most recently on 3/29/22) as work continues on her project. We strive to accommodate all of the authors wishes and produce a book with which the author is completely satisfied.

  
  

  Customer response

  04/01/2022

  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.]
  
  

   

   Thank you for your concern on my complaint. In addition to my response, I wanted to add that Dorrance Publishing continues to use the fact that I fell behind on my payments to somewhat seem to be excused from their responsibility of the contract. Regardless of the fact that I fell behind, I paid what was due or overdue and I apologized. This publisher promised a service to me if these fees were paid yet, they have not lived up to their agreement. It doesn't make any sense to me that a definite date can't be initiated on their end and I'm starting to take it personally. If they can't allow my book to be published, I really would like my money back($6,900)and be released from this contract that clearly does not state the truth. Their actions has costs me additional funds because this publisher did not and still has not followed through with what their contract states. I had to pay out another $1000.00 to get my illustrations for the 3rd book to be drawn by someone else. These illustrations was the responsibility of the the publisher and I had to come out of my pocket and furnish even more funds, in hopes to move the process along and it still did not speed the process. This publisher continues to make mistakes on my final proofs intentionally so that I will never be able to approve them. I have attached the last page proofs that I received from this publisher just to show you how intentional they've been. I have given specific and direct details to this publisher on what I want the page proofs to look like and what order all should be in and they have constantly ignored my directions, do their own, which makes me have to disapprove and send it back to be corrected. This has been the routine for the last two years. It is intentional, otherwise my books would be published by now.
       Due to their relentless behavior, I have endured additional attorney fees, that I can't afford to represent me in this matter. If this publisher meant me any good at all, they'll refund my money and release me from the contract, instead they've continued to keep this dragging on. I will never get my book published and this is now what I believe in order to stop me from publishing it at all!
  
  I have tried to work with this publisher by sending exact info to be included in the page proofs. This publisher makes intentional mistakes on the almost finished project (as if to mock me) so it can't be approved by me. I have included the last page proofs that was sent to me recently, that I was told was complete and it wasn't. I let Jessica S******** know that my book was not complete and all the illustrations weren't there but I was told it was. When the page proofs were sent, just as I said, the book was not complete. I am convinced that all these attempts that I have made to get my book published as soon as possible has been disregarded and purposely sent to me incorrect. For one book, I had to complete my own illustrations to try and move the process along, which still didn't do any good. I have come to the conclusion that my books were accepted by this publisher to stop publication of all 3. The contract states that my book should be produced in 6 months yet, it has been two years. Yes ,I did fall behind in payments but the point is when I paid in full, the 6 months should have started then. I have been going back and fourth with this publisher for two years.  I feel it is intentional and because of this I no longer trust them when I'm told it will be completed. Due to all the stress of trying to get my books published, this has been a very disheartening experience. It doesn't look like I will ever get published because the Publishing Co continues to make relentless errors intentionally! There is no other option but to get out of this contract and request a refund. This has taken long enough.    

  Business response

  04/08/2022

  Again, we cannot provide an exact date for publication because that is dependent on when *** ***** gives her final approval on all materials. Once she gives approval, it will be sent to print and this process takes about four weeks.
  
  
  It is absolutely unfair to insinuate that Dorrnace is trying to "stop" the publication of her books. We have continued to work on this project and have most recently sent her page proofs on April 5th. We are currently awaiting her response to those page proofs. We are working to fulfill her contract and have invested much time, work, and expense into this project. We fully intend to publish the book once we have *** ****** approval) and continue fulfilling the contract through promotion and distribution. Therefore, no refund is due.
  
  
  By mentioning her delay in payments, we are not trying to avoid responsibility, however, this detail is important when talking about the timeline for publication.

  Customer response

  04/08/2022

  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,
  
  Malissa Parks

  This is typical of this Publisher. I did respond in writing/email on the same day the incorrect proofs were sent. What I was sent as final page proofs (that I have shared a copy of) could not be approved because of the many errors that it had intentionally. I was then sent a response from the project manager that it would be revised and sent back to me and I have not seen the corrected copy yet.(As security, I keep all my emails) This is another issue, it takes 2 to 3 week just to get a new set of proofs back and when I do, there is something else wrong with them. This continues to be the routine this is why I would like a refund because as I said before, their plan to never publish my books and keep my funds. This is why the publisher can't set a date on when the proofs will be completed so that errors can continue to be made and it will keep going on and on. I would like a refund and to be released from this contract.

  Business response

  04/13/2022

  *** ***** was sent completed page proofs yesterday and we assume that these new comments are in response to that. We are uncertain why she believes these to be incomplete. Her contract specifically stated that we would create 20 illustrations and we have done so. It is unclear to us if she is requesting additional illustrations at this time, but we simply let her know that if she did want illustrations beyond the 20 included in the contract, there would be an additional fee for each additional one.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted my book for publication and it was edited and sent to be for approval. I told them there were changes I made and it had to be re-edited. They acknowledged it would be completed. In the printed book, there are many errors indicating they failed to properly edit my book. I contacted Mr. Michale K**** who stated it would be re-edited free of cost. He forwarded it to Ms. K**** who stated it would cost money to correct the errors. I have emails to validate my claim and Ms. K**** has not contacted me despite sending emails and phone calls where I have left messages. I have emails proving what I have stated. All I want is the editing of my book as agreed upon in the contract and by email. Presently there are errors involving spelling, punctuation and other errors which should not exist if edited correctly.

  Business response

  03/01/2022

  We apologize for any confusion regarding the editing of *** ****** printed book. We did agree to make changes free of charge. This was confirmed by phone with *** **** *n February 23rd and *** **** has indicated that he is happy with how the project is progressing.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered books from the publisher in which the carrier they hired lost them and they have not given any timeframe to replace them was offered 25 books till they replace but have heard nothing further they won’t return phone calls or explain how we’re moving forward. Would like the books we paid for

  Business response

  02/07/2022

  *** ********** placed on order for 125 copies of his book at the end of December. These books are printed by a manufacturer and were to be shipped directly to *** ********** from the manufacturer. After they were printed and shipped, UPS lost track of the package and they did not arrive to *** **********. We alerted the manufacturer to this problem which opened a claim with UPS. We were in contact with *** ********** multiple times throughout this process.  We asked the manufacturer to replace the missing copies. Unfortunately, due to supply chain and staffing issues with all of our manufacturers it was impossible for that size of an order to be recreated immediately. We were able to have a second manufacturer printer *** ********** print 25 copies of the book for him while the issues were sorted out with the first one. We notified *** ********** on January 26th that in addition to the 25 books, the original manufacturer is reprinting and shipping the original 125 book order, so he will be receiving an extra 25 books in total.

  We understand his frustration with this situation, but we have been working diligently to resolve it for him, while the processing printing and shipping the books through UPS, along with the speed of replacing the order, was not something we could directly control.

  Customer response

  02/07/2022

  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,
  
  ******* ********** ***** ******* *** * ***** **** **********

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Dorrance Publishing 12-31-2018. I was very excited about my book, *********** **** **** ***** **** *** **** ****** They sent an edited manuscript and I had to send it back with my approval. X for not approved. I sent the corrections back within days. It took forever to get it back and it was all wrong. It had all their changes. None of my suggestions. Then I waited forever and finally got another manuscript and it was wrong too! Not edited at all this time. All the original. It took so long I decided to edit it myself. I let them get away with that. I finally got that done and then I wait for the cover idea. It was ridiculous. Not even close to what I asked for. Then I waited again. At some point, I was told someone on my case had quit and it got lost in the process, so I waited some more. I finally got a message they put a new artist on it, and I got excited again. It took forever and finally I get the second idea. Hate it! A real picture ** * **** ** ***** They didn't listen to my suggestions at all! When I got the idea for the book, the word ****** *iterally projected in the sky, so I wanted that word to look like clouds. They put a cow, mushrooms, and flowers on top of the clouds?? I didn't like that. I said they could put that stuff on the part, "The good that comes from all that crap." Plus, that part of the title should be as big. Without that part it loses the main point. They said they'd call to discuss the issues but did not call! I got my third cover Idea today. Oh God! They didn't listen to anything I said. Still has flowers in the clouds and a real picture ** * **** ** ***** They just added a weird dressed child that stepped in the ****. I hate their cover ideas.! The cover is so important to me! I was excited. Now I cry. 3 years is ridiculous!!!! I made a mistake choosing them! I asked for a manager several times, but they won't do it. Please help me! I have a lot of emails if needed. Proof they don't listen.

  Business response

  12/17/2021

  As *** ******** states, we have been working with her on the publication of her book, ******** *** **** **** ***** **** *** **** ****** for three years. During that time we have made every effort to produce materials that were to her liking, allowing for multiples sets of revisions to both the interior pages and covers. For the interior pages, we allowed her to both submit new Word documents multiple times (although we were to have all materials at the signing of the contract) and allowed her to verbally go over revisions page by page on the phone rather than supplying the comprehensive list that we normally require.

  It is absolutely untrue to say that we have not allowed her to discuss with a manager. In fact, she has been working exclusively with managers for nearly two years. In January 2020 our author services manager became her point of contact, and then in September 2020 our author services director took over her project.

  We are sorry to hear that she is so upset with our latest revision to her cover. While we welcome the author's input and strive to create a cover with which the author is happy, the contract does state that the design of the contract is at the final discretion of Dorrance. We cannot continually redesign and need very concrete specific changes to move forward, with the understanding that art/design is very subjective and what we are able to create may never perfectly match what is in the author's imagination. Again, it is our desire to work with *** ******** to produce a cover which she can be proud of, but there are limitations to this process.

  We have invited her, again, to provide very specific and detailed alterations which she would like us to make, and we will do our best to accommodate those, although we are under no obligation to make further revisions.

  Customer response

  12/22/2021

  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,
  
  **** ********

• Initial Complaint

  11/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was contacted several times in Octorber and November, 2021 through Dorrance and other people (***********) they have passed my contact information on to. My requests to stop contacting me have been totally ignored.

  Business response

  11/08/2021

  We ask that this complaint be removed as this individual is not a client of our company. Part of the complaint also involves an entirely different company, ************ with which we are not affiliated in any way.

   

  This individual filled out an online form through a third-party ("Find Publishing Help") saying he was interested in publishing information. This request was shared with Dorrance and other publishers. We then sent information to him. We have no record of him ever responding to us by phone, email, or mail to request that we not contact him, and we certainly would not have provided his information to a competitor.

   

  Customer response

  11/08/2021

  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,
  *** ****

  
  

  A caller identifying herself from Dorrance sent more than one message to me about wanting to discuss publishing opportunities with me.  I left a reply that I did not want to be contacted yet received other calls.  *********** also called with similar requests, and denials by me.  Dorrance and *********** were both linked to the same email I originally responded to so they appear to have some connection.  Since Better Business Bureau became involved the calls have stopped.  I thank BBB for their intervention.

*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. ↩