Author Solutions, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
see attached
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity address Ms. [redacted]’s royalty concerns. On March 7, 2016, Ms. [redacted] registered with BookTango for the Freetango eBook publishing option. She completed the publication of her eBook, “[redacted],” on [redacted], [redacted]. Ms. [redacted]...

states that she has made inquiries about her royalties yet does not receive any replies. Because our customer service standard is always to be responsive to our clients, we initiated a review of her account.  We found a March 2018 inquiry about the 1099 for 2017 she received and the income it stated.  An eBook representative investigated her concern and emailed her on April 2, 2018 with information about the check, the mailing address used and that Content Distributors is the issuing party.   Ms. [redacted] writes that she has not received any royalty payments. Each of our eBook vendors and distributors report sales data after the close of each calendar quarter. Royalty disbursements occur sixty days after the close of the quarter. During this time we collect, collate, verify royalty eligibility, and post quarterly statements to the author’s online account. For your reference, we have attached a copy of the sales and royalty report as posted to her account. Quarterly earnings are subject to a $50.00 threshold for payment. Earnings below the threshold amount carry forward to the following quarter and accrue until the total reaches the $50.00 threshold. By the fourth quarter, should the accrued amount remain below the threshold, we initiate payment for the total accrued amount less US Federal income tax withholding should the author have yet to file the appropriate paperwork.   We issued royalty payments to Ms. [redacted] for the sales listed in the sales and royalty report attached. Attached you will find a payment chart listing information about the disbursement of the royalties earned. Please note that the earnings and payments for both [redacted] and 2017 reflect the threshold minimum.   The chart confirms that we issued her two (2) checks since the release of her eBook, one cashed and the other remaining outstanding. Ms. [redacted] received and cashed check # [redacted] dated 3/28/17 for Q4 [redacted], copy attached. Although we issued and mailed check #[redacted], dated 3/28/18 for Q4 2017 accrued royalties, it remains unreturned and uncashed. The mailing address of record is the same as the address referenced in this filing. The check has a lifecycle of 180 days from date of issue, making it negotiable until it expires. Once the check expires or if returned to us, it is eligible for re-issue.   In summary, Ms. [redacted] has been paid royalties in accordance with the terms for publishing as described on our website. Of the two (2) checks issued, one remains outstanding and negotiable for 180 days after its issue date. The check was mailed to the address of record and unless returned to us by the postal service will become eligible for re-issue once it expires.   We trust this information addresses Ms. [redacted]’s concern regarding her royalty payment.   Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for alerting us that Mr. [redacted] has yet to receive the refund. We re-validated that the Visa credit card ending in [redacted] that he used to make the purchase  matches the refund transaction. We also checked our records for a rejection or return to us of the monies; none appeared. Depending upon the banks involved, it typically takes from 3-7 days for transactions to complete. If he has yet to see the funds on his account, we suggest he consult his credit card company regarding transaction ID [redacted], as provided in our original response. Best Regards, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to explain the refund terms as stated in Ms. [redacted] services agreement. On November 6, 2017, Ms. [redacted] agreed to purchase a Black & White Professional Publishing package at a reduced rate using an installment payment plan, which added a $40...

non-refundable set-up fee to the total. We emailed the Services and Distribution Agreement and Installment Payment Plan documents to her for review and e-Signature using the DocuSign system. On November 23, 2017, we received her signed Services & Distribution Agreement and Installment Payment plan documents. It is important to note that the signature and date appearing on the document are computer generated as noted in the instructions for signing. Also on that day, her initial installment payment was charged. On December 7, 2017, Ms. [redacted] decided to upgrade her publishing package to a Full Color Premium Package. She agreed to a new payment plan and the transfer of the funds paid toward her original package to the new one. In addition, she received a new set of DocuSign documents (Services & Distribution Agreement and Installment Payment Plan) for the new package. On December 21, 2017, we received her signed documents and the following day her manuscript entered the Content Review phase of its publication. Please note that the only differences between the initial agreements and the second set of agreements are the DocuSign system identification number, the signature date, and the payment plan amounts. Attached are copies of the documents for your reference. As stipulated in the terms of the agreement, manuscripts and materials submitted must comply with our content guidelines set forth on our website and all applicable laws and regulations. This evaluation is a review of the work for issues that could potentially put the author at risk for copyright infringement, libel or invasion of privacy. When completed the author receives the findings with either a go-ahead to proceed or recommendations for revisions, accommodations or permission to use documentation. On January 9, 2018, she sent some replacement images in response to the findings of the review. Two days later, she asked to cancel her project stating she had secured an exclusive contract from another publisher. We opened a cancellation and refund request the following day, yet on January 18, 2018, we received and acknowledged the receipt of more purchased images for her book. On January 19, 2018, we received an email from her agreeing to proceed with the project, vacating her refund request. On February 1, 2018, we received and acknowledged receipt of another manuscript plus notice from her that she would be resuming the payments. On February 12, 2018, we forwarded the initial galleys to her for review along with pricing information. On February 15, 2018, she expressed her objection to the design and asked to cancel the project. Although she spoke with her Publishing Services Assistant about her concerns, she refused an opportunity to have the layout revised.  The following day we initiated a new refund request. A member of the Refunds Team reviewed her request for eligibility and provided her with their findings. They applied Section 4 of the terms and conditions of the Services & Distribution Agreement, which reads: If You terminate the Agreement, or if We terminate the Agreement for Cause (as defined below) at any time or without Cause after we have fulfilled the Publishing Services and Marketing Services, Refunds will be issued as follows: For Publishing Packages: Prior to submission of Your Manuscript: ? 0-90 calendar days after the purchase: 100% of purchase price, less AU$200 or 10% of the purchase price, whichever is greater ? More than 90 calendar days after the purchase: No Refund   After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines: ? After submission of Your Manuscript but before design work begins: 50% of purchase price ? After design work begins but prior to final approval: 25% of purchase price   After You have given final approval of the Work: ? No Refund NOTE: Submission of Your Manuscript occurs when You first deliver to Us any text or images intended for publication.  In her filing, Ms. [redacted] writes that she believes she is eligible for the prior to submission level of refund instead of the level her work had reached as determined by the refund team.   At the time of her refund request, the design work on her project had begun, initial galleys prepared and submitted to her, but final approval not yet achieved. At this phase, she is eligible for a refund of 25% of the purchase price. She was advised of her work’s status and the eligible refund prior to our receipt of this filing. The purchase price of the Full Colour Premium package was AU$3,219.40.  She paid $1,629.68 toward the package, leaving an outstanding balance of $1589.72. In addition, the non-refundable payment plan fee of $40 and two payment plan decline fees of $40 each are payable, adding another $120, for a total of $1709.72 outstanding on her account.  The refund of 25% of the purchase price of $3,219.40 is $804.85. Subtracting the refund from the outstanding account balance leave a balance due of $904.87.  As a goodwill courtesy, we will waive the balance. In summary, at Ms. [redacted]’ request and in accordance with the terms of her Services & Distribution agreement, we applied the eligible refund to the outstanding balance on her account. As a goodwill courtesy, the remaining balance is waived. We trust this information addresses Ms. [redacted]’ concerns.   Sincerely, Elaine H[redacted] Manager of Author Satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica}   p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; min-height: 14.0px} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica}   Dear Revdex.com,   I do not accept LifeRich Publishing’s response to my complaint.   On January 27, 2018 I purchased a publishing package from LifeRich Publishing. I cancelled the package on January 29, 2018, where account specialist Jermel B[redacted] said I would be refunded within seven days, which he assured me was the typical amount of time LifeRich or Author Solutions takes to refund their customers. LifeRich refunded me on February 13, 2018, a full week after their seven day refund time, and the day after I sent a dispute form to my bank against them. In the United States by law, consumers have a right to cancel within a 3-5 day period with a full refund of money; including any fees, without penalties. I cancelled within 2 days, well before any typical cancellation period.   Moreover, I reject LifeRich’s response to my complaint because I was only refunded part of the cost of my package. LifeRich withheld $75 claiming it was a ‘nonrefundable processing fee.’  The break down of package fees is not listed on their website, only the total cost of the package. In addition, on my receipt of purchase the initial processing fee is not stated as being nonrefundable. Also, it states the following in the fine print on my receipt:         “You will soon receive an email from [redacted]@docusign.net with a link to a document        outlining the terms and conditions of your publishing services agreement with        LifeRich Publishing. Instructions for signing and returning the document will be        included within the email.          Please monitor your email account for this important message. We cannot begin        work on your project until this agreement is signed by you and returned to us.        Please note, if you selected a payment plan, you will also receive a separate        email with your payment plan agreement form, which also needs to be signed        and returned before work will begin on your project.”     As you can clearly see, the payment plan agreement form needs to be signed before work can begin on the project or for me to take advantage of what the package has to offer. I did not sign a payment plan agreement form or a contract with LifeRich Publishing. There is no mention of a nonrefundable agreement fee on LifeRIch’s website either. Being as I did not sign any payment plan agreement forms or contracts, or because the payment plan agreement form does not state in print that it’s nonrefundable on my receipt or on their website, I do not feel a ‘payment plan agreement fee’ applies in this situation.   The fact that LifeRich Publishing is withholding the $75 dollars from me; even after stating on the receipt that the payment plan agreement form needs to be signed is proof LifeRich is deliberately scamming me out of the remainder of the money they owe me. LifeRich Publishing is not a company to trust if they are not willing to stand by the words printed in the fine print section on their receipts to their potential customers.Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address Ms. [redacted]’s communication concerns and clarify the refund terms of her agreement. On April 9, 2018, Ms. [redacted] agreed to the purchase of a Black & White Starter Publishing package from AuthorHouse for the discounted price of $799 and chose to add...

an Editorial Assessment Service for $299.00.  She opted to use an installment payment plan, adding a non-refundable $30 set-up fee and making her total $1.128.00. She spoke with Payment Central, made the first installment of $406.00 and scheduled two installments of $361.00 each for the same day in the following two months.  We received her authorized Services & Distribution and Payment Plan Agreements the following day. Communications Ms. [redacted] writes that weeks went by without communication about the status of her book once she had committed to publish and sent in her manuscript. She also states that another few weeks went by after she asked for cancellation and a refund. Timely responses to the inquiries, calls and emails of our clients is required of our staff.  In response to this filing, we initiated a review of her publishing experience to discover what actions or inactions led to her concerns. Attached is a log of communications and events.   The review found that using the contact information she provided, we sent emails and made phone calls during the period beginning on March 29 and continuing to May 9 when this filing reached us. We are able to confirm that the emails and phone conversations followed conveying instructions, timelines and status information concerning her project. The log shows that a Check-in coordinator communicated with her by phone and email on April 10, the day after her purchase. The review also shows that we communicated the receipt and movement of her manuscript from one phase to another after obtaining her consent to do so. In addition, when she indicated she had not received emails, we suggested her carrier could be diverting them to spam or junk mail folders and she agreed to investigate on her end. At various times during the reviewed period, we provided timelines for the completion of the pre-production phases mentioned above and for the edit level recommended by the assessment. The log indicates the dates and type of communications used to convey the movement of her manuscript into and out of both the Content Evaluation and Editorial Assessment phases of pre-production. The log also shows we communicated in writing and orally the results of both the evaluation and the assessment services. The content evaluation results offered suggestions for making adjustments or obtaining permissions for use, in order to accommodate the concerns identified. She complied and her manuscript move to Editorial Assessment. Her Editorial Assessment recommended a level of professional editing and options for securing it. She declined the purchase of an editing service from us or any other resource and expressed that time restraints ruled out a self-edit. Descriptions of all our editing services including the Editorial Assessment are accessible thru our website at the following link:  https://www.authorhouse.com/ServiceStore/ServiceList.aspx?Service=CAST-1577 We apologize to Ms. [redacted] if some of the time between emails or calls may have been longer than she wished. The log fails to show any gap in communications lasting weeks. The longest timespan between communications was from April 27 to May 3 when her request for refund was in process.   Refund Eligibility RJ Archer of the Refund Team emailed the findings of her Refund Request review on May 3, 2018, copy attached. Her response indicates that she mistook the 50% refund to apply to the amount she had paid in and not the purchase price as stated in her agreement and the email. We refer her to Section 4 TERMINATION & REFUNDS of her Services & Distribution Agreement, copy attached. The following excerpt explains how her refund eligibility was determined: If You terminate the Agreement, or if We terminate the Agreement for Cause (as defined below) at any time or without Cause after We have fulfilled the Publishing Services and Marketing Services, Refunds will be issued as follows: For Publishing Packages: Prior to submission of Your Manuscript: § 0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater § More than 90 calendar days after the purchase: No Refund   After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines: § After submission of Your Manuscript but before design work begins: 50% of purchase price § After design work begins but prior to final approval: 25% of purchase price After You have given final approval of the Work: § No Refund NOTE: Submission of Your Manuscript occurs when You first deliver to Us any text or images intended for publication For individual Services (not included as part of a Publishing Package): Prior the beginning of fulfillment of individual Service(s): § 0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater § More than 90 calendar days after the purchase: No Refund After We begin fulfillment of individual Service(s): § No Refund NOTE: Fulfillment of a Service occurs either when You return the author questionnaire, whether or not completed fully or correctly, or when We or a Contractor begin work on the Service, whichever occurs first.   Ms. [redacted] purchased both a publishing package and added a service not included in the package. Per the terms, review of refund eligibility is separate for the package and the added service and the refund amount is determinate upon the purchase price. Her manuscript was submitted and passed Content evaluation and had not received any design work. According to the refund terms, she is eligible for a 50% refund of the purchase price of her publishing package. Her package price is $799, 50% is $400. The add-on element, the Editorial Assessment service, was completed and therefore ineligible for refund. Because she chose to use a payment plan she agreed to a $30 non-refundable set-up fee, copy of the payment plan agreement attached.  The total of the payment plan was $1,128.00. ($799 for the package, $299 for the Editorial Assessment and the $30 payment set-up fee). She made one (1) payment of $406, leaving a balance of $722.00. Applying the eligible refund of $400 to the balance due, the new balance is $322. As a goodwill offering, we will waive the balance. In conclusion, the components of each publishing package and the additional services we offer is readily available for review on our website. At Ms. [redacted]’s request and per the terms of her agreements, we have cancelled her project and applied the eligible refund to the balance on her account. In the interest of goodwill, we have waived the outstanding balance. We apologize to her if some of the time between emails or calls may have been longer than she wished. We trust this information illustrates the steps taken to address Ms. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr. [redacted]’s request for a refund of his marketing services. In May of 2015, Mr. [redacted] purchased a Premier Black & White Publishing Package from AuthorHouse UK which included several marketing services. He also purchased three (3)...

marketing services for his book, [redacted], in addition to those services already included as part of his publishing package. Included with his publishing package are the following: Press Release – Essential Edition, Deluxe Website Setup (1 year), Social Media Setup Guide, 100 Bookmarks and 40 Bookstubs. The additional services he purchased are the Press Release – Web Optimised Edition, Book Exhibit Plus – International and Guardian Advertisement. Please see the attached list of marketing services for pricing information and dates of purchase. This list also includes dates materials and Post Fulfillment Reports were sent if applicable. Mr. [redacted]’s book was published on January 25, 2017. Marketing services cannot be started until a book has become published and is available for purchase. Additionally, book sales resulting from marketing services cannot be guaranteed as we have no control over the subjective purchasing decisions of consumers or stores. For each service, approval is required from the author before materials are sent or services launched. After reviewing Mr. [redacted]’s account, we found that he approved via email all marketing services both included in his package and purchased separately for fulfillment. Copies of the e-mail approvals he sent are available upon request. Mr. [redacted]’s Social Media Setup Guide was sent to him via e-mail on January 27, 2017. On February 28, 2018, we mailed the bookmarks and bookstubs for his title to his address on file. His author website launched on February 28, 2017 and was active until it’s expiration on March 1, 2018. For those marketing services involving more than delivering materials to the author, Post Fulfillment Reports are sent via e-mail after the services have been completed. The Post Fulfillment Report for Mr. [redacted]’s Press Release – Web Optimised Edition was sent to him on March 31, 2017. His Press Release – Essential Edition service launched on April 28, 2017 and the Post Fulfillment Report was sent to him on May 5, 2017. His Guardian Advertisement appeared in the September 15, 2017 issue of the magazine and the Post Fulfillment Report was sent to him on October 12, 2017. The Book Exhibit Plus – International service involves the following book five (5) fairs: London Book Fair, BookExpo America, Beijing Book Fair, Frankfurt Book Fair and Guadalajara Book Fair. We emailed Post Fulfillment reports to him for each event –the London book Fair on March 31, 2017; the BookExpo America on June 21, 2017; the Beijing Book Fair on August 30, 2017; the Frankfurt Book Fair on October 23, 2017; and the Guadalajara Book Fair on November 30, 2017. Each of the report emails includes a link to the catalog for the event where Mr. [redacted] will find his title’s book cover and a description of the book. Copies of the emails are available upon request. A report showing the breakdown of the marketing services and their fulfillment dates is attached for your reference.       In closing, we have fulfilled all of his marketing services and sent confirmation and fulfillment reports to him in a timely manner as each service was completed. Per his services agreement, fulfilled services are ineligible for refund and his request denied.  Since Mr. [redacted]’s filing pertains to marketing services, we are unclear if his mention of ending the contract refers to only the marketing services or to the cancellation of his book. Should this be his intent, he may contact customer service for cancellation. We trust this information addresses Mr. [redacted]’s concern. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to assure [redacted] that since Tuesday, September 19, 2017, as promised, her publishing inquiry and contact information has been purged from our system. On September 19, 2017 she contacted us requesting to no longer have contact with us and her...

request was honored that day. We wish to thank Ms. [redacted] for sharing her unpleasant experience with us which alerted us to the unprofessional behavior of one of our representatives. When we were made aware of her concerns, we immediately initiated a review of their contacts and were able to confirm the behavior described.  As our representatives are bound by a company code of conduct toward our clients, potential clients and amongst fellow staff members, we were dismayed to discover that the representative in question had violated that code of conduct.  We apologize to Ms. [redacted] for any frustration, inconvenience or stress caused by the treatment she received from the staff member. We wish to assure her that what she encountered is atypical of the actions of our representatives. As a result prompt disciplinary action was taken against the representative. In summary, again we thank her for bringing this matter to our attention.  Her publishing inquiry and contact information have been deactivated in our system and she will receive no further communications from us. We wish Ms. [redacted] success in her continued search for a publisher who will fits her needs. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to address Mr. [redacted]’s royalty concerns. Mr. [redacted] writes that he is waiting on the re-issue of royalty payments.  When an author advises that they have not received a royalty payment, we conduct a review to validate the claim. Our records show that on March 30, 2017, Mr. [redacted] contacted us to advise that he had sent a cancellation letter to us and provided new contact information. He also stated there are three royalty payments he has not received or, if did receive them, failed to cash the checks.  He went on to explain that he had just enrolled in the EFT program and wanted the check amounts deposited to his bank account. He was advised that in order to re-issue royalty payments, we must first validate the status of the payments. Royalty payments are made quarterly according to the following schedule: First Quarter: January 1 to March 31 (checks mailed in late May) Second Quarter: April 1 to June 30 (checks mailed in late August) Third Quarter: July 1 to September 30 (checks mailed in late November) Fourth Quarter: October 1 to December 31 (checks mailed in late February) Payments are made in a quarter where the earnings exceed twenty (20) US dollars. If the threshold is not meet in a quarter the amount is carried forward to the next quarter and accumulates until the amount reaches the threshold. If the cumulative earnings fail to reach the threshold in the fourth quarter the amount earned will be paid, clearing out the royalty for the year. We reviewed his sales and royalty information found that the following checks for the fourth quarters of 2010, 2012 and 2014 were issued yet remain outstanding. None were presented for payment or returned to us as undeliverable: Q4 2010  Ck# [redacted] for $3.31 (No withholding taken) Q4 2012  Ck# [redacted] for $16.72 ($23.22 less $6.50 federal withholding) Q4 2014  Ck# [redacted] for $6.21 ($8.63 less $2.42 federal withholding)   In keeping with the timelines for quarterly payouts, an electronic funds transfer was made for Q3 on November 16, 2017 via transaction: [redacted], for $18.89. ($26.24 less withholding of $7.35). The re-cut was requested for the checks listed above and should have been for a total of $26.24. As Mr. [redacted] has filed no W-9 form, his account was coded to withhold federal taxes. Although taxes were withheld from all three quarters, taxes should have only been withheld from the 2010 quarter. To correct this situation, an EFT for $6.42 ($7.35 withheld less $.93 for 2010) will be issued with the 60-day royalty payment schedules at the end of the month. In summary, we apologize to Mr. [redacted] for the delay in validating and re-issuing his royalties to him. We thank him for enrolling in the EFT program, which will ensure the timely receipt of royalties.  To avoid federal tax withholding we suggest that he consider completing the W-9 tax form available to him through his AuthorCenter account. We trust this information illustrates the steps taken to address Ms. [redacted]’ royalty concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to verify that payment of royalties for Mr. [redacted]’ titles happened in accordance with the terms of his publishing agreement.   We apologize to Mr. [redacted] for providing him with vague and incomplete information when he contacted us in March about his...

royalties.  Although we confirmed his address and the mailing of a check, we failed to provide any further information or follow-up findings regarding his payment.   Mr. [redacted] published two titles with AuthorHouse --- [redacted] released in September 2010 and the [redacted] released in May 2017. To begin work on a project we require the author’s approval of a services and distribution agreement, which contains the terms and conditions for the project. We respectfully refer Mr. [redacted] to the Royalties section of his signed Services and Distribution Agreement for his second book from July 2016, copy attached. Considering the six (6) year period between his two agreements (2010 to 2016), it is reasonable to expect some changes to have occurred during the period.   Mr. [redacted] writes that he has yet to receive royalties for sales of his second book for Q3 and Q4 of 2017 and quotes the timing for royalty payments as 60 days after the close of the quarter. As stated in his 2016 agreement, both check and electronic funds transfer (EFT) payments are available. Check payments are the default payment method and are subject to a quarterly threshold amount before payment will occur. Payment by Electronic Funds Transfer (EFT), also known as direct deposit, are exempt from the threshold requirement and transacted quarterly regardless of amount. Because Mr. [redacted] receives royalty payments by check, his payments are subject to the threshold designated in his agreement. In his 2010 agreement, the threshold was twenty-five dollars ($25); with the 2016 agreement, it changed to seventy-five dollars ($75). Mr. [redacted] failed to receive a check for his Q3 2017 earnings because his earnings were below the threshold. Subsequently, the earned amount carried forward to the following quarter. In Q4 2017, the accrued amount plus the Q4 earnings met the threshold requirement and became eligible for payment by his preferred method.   On February 28, 2018, 60 days after the close of the fourth quarter, we issued check number [redacted] for the accrued Q4 royalty of $85.91. The check was mailed to the address of record, which is the same address used in this filing. For reference, we have attached a report of sales data and royalty payments made to Mr. [redacted] for his titles beginning with the release of his first book in 2010 thru Q4 2017.   Royalty checks have a 180-day life cycle and, according to the policy of our bank, must reach their expiration date before re-issue is available. As of April 17, 2018, our bank confirmed the check is uncashed and outstanding. To date, the postal service has not returned the check despite confirmation of the address as valid by Mr. [redacted].  We will be happy to re-issue his check once it becomes void due to time or returned as not deliverable. Should Mr. [redacted] desire assurance of receiving royalties quarterly, we suggest he enroll in the Electronic Funds Transfer (EFT) program (also known as direct deposit). With EFT payments, the threshold requirements do not apply and payments occur quarterly regardless of amount. To enroll he need only to follow the instructions available to him on his AuthorCenter page on our website.   In summary, again, we apologize to Mr. [redacted] for providing incomplete information regarding his royalties for the last two (2) quarters of 2017. Payment for Q3 and Q4 2017 earnings took place in accordance with the terms of the Services and Distribution agreement for his second publishing package. We mailed a check to the address on record, which is the same as the one used in this filing. The check is eligible for re-issue once it is no longer outstanding. We trust this information addresses Mr. [redacted]’ concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review Mr. [redacted]’s special requirements for his manuscripts. When an author requires design or distribution elements that are outside our offerings, management staff must conduct a feasibility review prior to entering into any performance agreement. ...

Upon receipt of this filing, we initiated a review of Mr. [redacted]’s account. The review revealed that his publishing consultant failed to follow the protocol for confirming feasibility for the special circumstances Mr. [redacted] described for his manuscripts. We apologize to Mr. [redacted] for both the consultant’s inaction and our lack of response to his inquires about his special circumstances. Upon examining the special considerations of the project, we recognized we are unable to fulfill them. Subsequently we immediately cancelled the agreement and returned the full amount paid to the Visa card used to make the purchase on June 14, 2018.  The transaction ID is [redacted]. We trust this information addresses Mr. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to reiterate how Mr. [redacted]’s refund was calculated. On March 6, 2018, Mr. [redacted] agreed to the purchase of a Black & White Premium Publishing package for the discounted price of $2000.00. The same day he signed his Services and Distribution...

Agreement, which we received the following day. Attached is a copy of the document for your reference. On March 7, his Submissions Representative welcomed him into our author family and provided information about submitting materials. On March 21, 2018, we received and acknowledged receipt of his materials and advised him of the manuscript’s endorsement to the next phase in his package, Data Entry. In this phase, we create an electronic document by typing the text of the manuscript into Microsoft Word. On March 27, 2018, we emailed the data entered manuscript to him for review with instructions regarding what to look for and how to make adjustments. The following day he returned the manuscript and we began the next phase, Content Evaluation. Content Evaluation is the process in which we assess all submitted materials to ensure that they meet our standards for publishing. Please refer to Section 2 Fulfillment of Services, Paragraphs 2 and 3 of the attached Services and Distribution Agreement.  The agreement indicates that all manuscripts and materials submitted must comply with our content guidelines set forth on our website and available upon request. An assigned reviewer looks for issues that could potentially put the author at risk for copyright infringement, libel or violation of fair use statutes. Details of the guidelines including original content and public domain are described in depth and readily accessible in the FAQ section for Content Evaluation on our website.  Upon completion, the reviewer presents the findings and, if potential issues appeared, provides recommendations for revisions, accommodations or missing permission to use documents to the author.   On March 29, Mr. [redacted] received recommendations for his manuscript, which included concern that more than 25% of the material was not original. The following day, March 30, he queried the results stating that most of the sources are Pubic Domain. The Public Domain and Fair Use guidelines can be complicated and at times problematic. We suggested he add more original content/commentary or reduce the percentage of material from other sources. He declined and requested cancellation and a refund.   Section 4 of the Services and Distribution agreement stipulates the eligible refund based upon the status of the work. According to the agreement, his work failed to comply with our Content Guidelines, making it eligible for a refund of 100% of the purchase price ($2000) less a Content Evaluation processing fee of $400, making his refund $1600.  We credited $1600 to the credit card used to make the purchase on April 13, 2018, via Transaction ID: 323bf31a71824c0babdfed3d6971b757. In summary, after receiving the Content Evaluation recommendations for his manuscript, Mr. [redacted] chose to cancel his project and seek a refund.  In accordance with the terms of his Services and Distribution agreement, we credited the eligible refund amount of $1600 to the card used to make the purchase. We trust this information illustrates the steps taken to address Mr. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for bringing Ms. [redacted]’s publishing concerns to our attention. In July 2017, Ms. [redacted] contacted AuthorHouse about marketing services for a hardcover children’s book she had published with a company unaffiliated with AuthorHouse or Author Solutions.  In discussing her...

needs with a publishing consultant, she was advised that we only provide distribution, marketing and promotional services for works that we have published. After reviewing the contract for her already published book, it was confirmed that she retained all rights to the illustrations and story.  On July 20th she purchased an Essential Full Color Publishing package and a hardcover format from AuthorHouse and submitted electronics files of her work. In addition to a casebound hardcover format, the publishing package included softcover and e-book formats.  The package also contained on-line and direct marketing and promotional tools and a Bookstore Return Program.  Her title had proceeded thru the publication phases for the hardcover and softcover versions and awaited her final approval of the files and the suggested retail price (SPR) before being released into our distribution network. Ms. [redacted] objected to the suggested retail price for the hardcover and requested a refund. Refund for Publishing Package Refund terms are stated in Section 4 of the Services and Distribution Agreement (a copy of the agreement is attached for your reference) and read:    If You terminate the Agreement, or if We terminate the Agreement for Cause (as defined below) at any time or without Cause after We have fulfilled the Publishing Services and Marketing Services, Refunds will be issued as follows: • For Publishing Packages: Prior to submission of Your Manuscript: § 0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater § More than 90 calendar days after the purchase: No Refund After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines: § After submission of Your Manuscript but before design work begins: 50% of purchase price § After design work begins but prior to final approval: 25% of purchase price After You have given final approval of the Work: § No Refund NOTE: Submission of Your Manuscript occurs when You first deliver to Us any text or images intended for publication.    Note that the level of refund is based upon the time and the phase of submission and/or production of the project. Her project had reached the “prior to final approval” stage and therefore would be eligible for a refund of 25%.  Upon receipt of this filing, we requested a review of the pricing for her book and although we were able to lower our suggested retail price, after considering the new pricing, she felt the refund option would be best for her project. Also, we reviewed the circumstances surrounding her book and believe that an exception to the refund policy is appropriate.  We are proceeding with her refund as if no manuscript had yet been submitted.  Subsequently, the “prior to submission and “0-90 days after purchase” eligibility will apply , making her refund ”100% of purchase price, less $150 or 10% of purchase price, whichever is greater.”  Today we processed the refund to the credit card used to make the purchase for the cost of the publishing package ($1225) and hardcover add-on service ($175) totaling $1400 less $150, for a total refund of $1250, transaction ID: [redacted]. Author Learning Center An introductory one-month trial subscription for use of the Author Learning Center was part of her publishing package with an option to continue at $9.99 per month. We have also cancelled her subscription and processed back to her credit card two refunds for $9.99 each for the August and September membership.   In summary, Ms. [redacted] has been refunded for her publishing package and the Author Learning Center membership. We are sorry that we were unable to meet her needs and assist her with the marketing and promotion of her book. We wish her success with her book. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address the content concerns for Mr. [redacted]’ project. On December 4, 2017, Mr. [redacted] purchased the Discovery BW publishing package for the discounted price of $550.  He opted to pay for the package using a three installment payment plan, adding a...

non-refundable $30 payment plan fee, totaling $580.  He paid the first installment of $300 on that day.  Attached is his signed services agreement.  Two days later, Mr. [redacted]’ submitted manuscript was endorsed to the content evaluation team for review.  All manuscripts submitted go through a content evaluation.  Content evaluation is the process in which AuthorHouse assesses the manuscript to ensure that it meets the standards for publishing.  Manuscripts are reviewed for copyright, libel and content containing sex and/or drug paraphernalia.  This review is performed to identify any areas of the manuscript that could potentially put the author at risk for copyright infringement and/or libel issues.   Mr. [redacted]’ manuscript failed the initial review due to libelous material in the book.  Mr. [redacted]’ check in coordinator, Rhea N[redacted], discussed the content issues with him on Friday, December 8, 2017.  Mr. [redacted] said that the story is based on real life but the characters are fictional.  He also claimed that if the characters were real, they were deceased but provided no proof to that effect.  Because the manuscript narrates the author’s life, the libel issues must be resolved before publication.    The next business day Ms. N[redacted] conveyed this information to the Content Evaluation team and his manuscript was sent for a second and third review by Content Evaluation management. The reviews produced the same results. Because Mr. [redacted] has refused to make the necessary changes, a refund for the publishing package was approved on December 14, 2017.   Please reference Section 4. Termination & Refunds of his attached signed services agreement. According to the refund terms described there: “If at any time, We terminate this Agreement because Your Manuscript of Your Work do not comply with our Content Guidelines, in our sole discretion, We will refund 100% of the purchase price, less a Content Evaluation processing fee of $400.”  Mr. [redacted]’ publishing package cost was $550, less the $400 content evaluation fee; he is eligible for a refund of $150.  An outstanding balance of $280 remains on Mr. [redacted]’ account, meaning he is due no money as the balance is more than what is due.   In closing, Mr. [redacted]’ manuscript failed the content guidelines due to libelous material contained in the manuscript.  While Mr. [redacted] claims the characters are fictional or deceased, he provided no proof of that.  His refund request has been approved and applied in accordance with the terms of his services agreement. As the balance due on the publishing package is greater than the refundable amount, Mr. [redacted] will receive no money back.   We trust this information illustrates the steps taken to address Mr. [redacted]’ concerns.   Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for alerting us that Ms. [redacted] is no longer interested in our publishing services. We commend her for exploring multiple options for self-publishing her work.  Although assisting her with her book project would be an honor, the decision of when and with whom to...

publish is exclusively hers.  Ms. [redacted] writes that she informed us to refrain from contacting her about our publishing opportunities, yet we continued to do so. Failure to respond to a Do-Not-Contact request is a violation of our code of conduct and warrants disciplinary action. Therefore, upon receipt of this filing (April 5, 2018), her account received a Do-Not-Contact designation and we initiated a review of communications with her. We reviewed the emails, calls logged and notes on her account and found the following: Regarding email activity --- we found an outbound introductory email from us to Ms. [redacted]; no record of any reply to that email or any inbound emails sent to us by Ms. [redacted]. Regarding the call log --- from March 16, 2018 to the present, the log shows we received only one inbound call from Ms. [redacted].  It occurred on March 21 and was in response to our introductory phone call and email of the 16th.  She shared some specifics of her book and requested a callback for the following day specifying a timeframe.  Unfortunately, when we called she was unavailable. We continued to reach out to her in March.  Of the calls placed, two (2) lasted long enough for a message or conversation to occur. Yet, the majority were only for a few seconds, connected and immediately disconnected, with insufficient time to leave a message or conduct a conversation.  In early April, two outbound calls of over a minute each occurred, however, no notes appear in her file describing what transpired. Regarding the notes --- since several of the longer phone calls are lacking notes or commentary, we are unable to corroborate or deny receiving any request to cease contacting her about publishing. Subsequently, our review is inconclusive. However, to ensure that our staff responds appropriately to potential clients who decline our self-publishing services, we are reinforcing our customer service training in this area. In summary, we apologize to Ms. [redacted] for any frustration or inconvenience our attempts to provide her with information about our publishing services may have created.  We placed the Do-Not-Contact designation on her file upon receipt of this filing. Should she desire to reconsider our services in the future she may do so by contacting us.   Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Everything was true up too, when they said I needed a call back to make up my mind. I stressed over the phone that I need no call back and to cancel several times. I also wrote a letter to there legal department requesting that they cancel my contact. I have copy and paste the letter but yet no response to my cancellation request on February 28, 2018 time 12:45 am. Still no cancellation and I have copy and past my request for cancellation. No response still. There was no need to call back because I stressed my cancellation and I wanted to be done on the day I talk to Xlibris company. Question should be why have they not granted my request? After this complaint and my official digital request to cancel sent [email protected] on February 28, 2018.  12:45 am to exact.LegalI have verbal requested that my contract be canceled verbally and my contract between are two parties have not been canceled. I am requested again for the third time that you cancel my Author contract with Xlibris immeddiatly. I have enclosed a copy of the contract in this electronic letter. I will also keep this letter for my records, as proof of my request that Xlibris cance the contract between the two parties, with refund. This contract is still within the 90 days and no manual script has been submitted and never will.

Ms. [redacted] is an adult and has entered into a written agreement with us.  With her signature, she attested that she had read and agreed to the terms and conditions of both the Services & Distribution and the Installment Payment Plan agreements.  As stated in our response, the agreement is specific regarding refund eligibility, listing the status of the manuscript prior to and after submission and the applicable refundable amounts. Her refund honored those terms.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company has not addressed the issue of the dispute with honesty. Their deceptive response leaves out critical details. Further, they have not met their verbal agreements as they were given to me.A contract is an agreement between two entities. Both must perform the services they promised, verbally or otherwise. Therese I[redacted], promised me from our November on conversations that WestBow would edit my book with no additional charges outside of the 3249.26 that I agreed to. Further, she promised they would market my book, and establish a website for me. None of these things occurred. Moreover, the company can not successfully demonstrate that they performed any services for me outside of an email and a phone call that confirmed the receipt of my document. In fact, I only received one additional phone call after the receipt of my document. And, that phone call was to inform me that my document had "passed the editorial review process"--and, that now I would need to pay an additional 1600. 00 to have the document edited. That was on Feb. 6 (note my second payment had been made on the 5th--and, to have my first contact after my 2nd payment, is probably not a coincidence), when I replied: I don't understand, the female consultant (referred to as a male in the response document) quickly hung up, saying someone would call later. Therefore, the response document, saying: "On Feb. 6, 2018, her book completed Content Review and her check-in coordinator advised work had passed and was proceeding to the Editorial Assessment phase. He explained timeline of 3-4 weeks and reiterated the scope of service"--is nothing but pure fiction on the company's part. When I balked at being asked to pay another 1600.00 and wanted to know why, and reiterated what I had been promised when I signed the agreement--the conversation quickly ended.There was no further conversation until Feb. 12 when a "publishing consultant" called. The conversation began with the reason she was calling was to offer to edit my book for an additional 1600.00. When I repeated, that I didn't understand why she was asking for more money--that I had been assured that editing was included in my 3249.26 agreement--that's when I was told, that editing was not included in the package. At that point, I pushed the issue and asked if marketing, distribution to bookstores, establishing a website, etc. was included, she said: "Absolutely not." When I said, I had been mislead after I learned none of the services, I was verbally promised I would be getting were to be, I asked if I could cancel. The consultant assured me at that time that I could cancel but there would be a 10% penalty. I stated that was fine and agreed to the 10% penalty. And, later, that same day, I sent an email to Ms. I[redacted], indicating the same.hat's when all the contacts with the company started. Ms. I[redacted] asked if she could have someone to call me to change my mind. I told her I would talk to anyone but wanted assurances of the things I had been verbally promised. If not, I would cancel, paying the 10% penalty. (By the way, I was told that that phone call in which I cancelled--and, the consultant told me I could do so with a 10% penalty was recorded for accuracy sake. If it wasn't, and it demonstrates I am telling the truth, then the company has lied yet again.)   on February 12, 2018 from a "publishing consultant" who asked for an additional 1600. to edit my book. It was on Feb. 12, 2018, when I learned that there would not be any services provided for me that had been verbally promised, that I asked to cancel my agreement with them. At that time I was told by the consultant, that I could cancel, but there would be a 10% penalty fee. he majority of contact I had with the company came after I notified the consultant on Feb. 12, I would be cancelling. Moreover, on that same date, I put my desires to cancel the contract in writing, via email to Ms. I[redacted]. She asked if I would mind if someone called me to ask me to reconsider. When a gentleman called to ask me to reconsider, I asked him if he could demonstrate any service that they had provided for me to that date. He could not. He just went round and round in circles, not saying anything that was helpful or specific. Again, I reiterated to him, that if he could demonstrate that they had done anything to warrant my money, he should specifically identify it. He could not.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]