Author Solutions, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I have found the Terms and Condtions AuthorHouse provided me back in 2011 and the strongly indicated commission on all  sales.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to explain the production process of [redacted]’ project. On March 31, 2015, [redacted] purchased the Essential B&W publishing package for a discounted price of $949.50.  He paid in full at the time of purchase. Later he purchased two marketing services...

totaling $5698.20; the Online Book Ads via Google for $1199.20 on November 5, 2015 and the Press Release-Video Edition for $4499 on June2, 2016.  He elected to use an auto-installment plan for the Press Release-Video which added a $30 non-refundable payment plan fee. Combined his publishing package, marketing services purchases and the payment plan fee totaled $6677.70. [redacted] returned the signed services agreement on April 23, 2015.  The next day, he received the initial email from his check in coordinator, which started the pre-production process. Attached is a timeline of what has transpired thus far. As evidenced by the timeline, with the authorization of management, [redacted]’ project was moved into the production phase with the on September 28, 2015, despite not having the needed permissions for the testimonials included in his manuscript.  The email to [redacted] stated “We moved the book to the production team, while waiting for those permissions. Please secure those permissions as we will have 2nd set of content evaluation. We still need to get all the permissions necessary.”  The project was moved into production to help keep [redacted]’ project moving forward, while he obtained the permissions needed.  The timeline indicates that [redacted] submitted multiple “new” manuscripts in addition to his original submission: one on November 11, 2015, one on April 26, 2016 and another on August 23. 2016. The publishing services associate, Calvin H[redacted], alerted [redacted] about the permissions again on June 21, 2016, writing “For the Interior, it’s still in progress as we need to provide the confirmation from those people who are included in the Testimonial’s Page. I understand that you’ve submitted the screenshots already but those were still flagged by the Content Evaluators. Their feedback was for me to collect at least an email confirmation stating that you have their permission to their testimonials included in your book. According to the Content Evaluators, the screenshots were more of a Thank You Letter and are not considered as Confirmations.” There were no issues until the topic of permissions for the testimonials [redacted] included in his manuscript was broached again on August 31, 2016.  [redacted] responded on September 13, 2016, writing “AuthorHouse’s “play it safe” ** is absolutely not acceptable in this particular matter. The author is responsible for permissions. [redacted] is taking full responsibility for all patient testimonials in [redacted]. “It is correct that obtaining permissions is the responsibility of the author.  However, should a patient object to the testimonial being included in the book, [redacted]’ statement that he takes full responsibility does not absolve AuthorHouse from being subject to legal action. As Mr. H[redacted] has explained to [redacted], he must either provide permissions for the testimonials or remove them from the manuscript.  For those patients that [redacted] believes may be deceased, permission from an immediate family member is needed.  Mr. H[redacted] has not been contacted by [redacted] since September 13, 2016. AuthorHouse continues to allocate the resources necessary to publish [redacted]’ project while we wait for the permission documents. A content evaluation is performed on all manuscripts in order to protect both the author and AuthorHouse from potential legal issues. In [redacted]’ case, his inclusion of patient testimonials requires written authorization from the patient or their assign that they understand and agreed to be quoted in the book he is publishing. Should [redacted] desire to continue with the publication of his book he has the option to either provide these permissions or remove them from the manuscript.  If he is unwilling or unable to comply with either option, he may cancel his project. Because he project has failed our content guidelines should he choose to cancel his project he will be eligible for a refund per the attached signed services agreement, Section 10.2. 10.2 Refunds as a Result of Non-Compliance with Content Guidelines. If after review of Your Manuscript, We Terminate this Agreement due to Your non-compliance with the Content Guidelines, We shall refund to You the full amount paid for Your Publishing Package pursuant to the Service Order(s) less two hundred ($200) dollars (which will be assessed as Our charge to review the Manuscript for compliance with Our Content Guidelines).   He is eligible for a refund of the package price of $949.50, less $200 or $749.50.  He has also purchased two marketing services (see above). These services have yet to be fulfilled and would be eligible for a full refund of their cost or $5698.20. In closing, AuthorHouse would like to continue working with [redacted].  He has several options: He may continue with his publication by obtaining and forwarding to us the permissions needed for the testimonials or removing them from the manuscript.  Once that is done and sign offs are received, [redacted]’ project can be sent to the printer.  At this juncture the marketing services he has chosen will be earmarked for implementation. He may elect to continue with the publication of his book and cancel the marketing services. In this case, the cost of the marketing services would be eligible for refund.He may decide to do neither of the above, cancelling both his publishing package and marketing services.  He will be eligible for a refund of $749.50 (package price less $200) and $5698.20 for the two marketing services.  In order to proceed, [redacted] will need to advise us of which option he chooses. We trust this information illustrates the steps we have taken to address his concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to review and further clarify the publication and post production phases of Mr. [redacted]s title for him.   Mr. [redacted] signed up with Xlibris on May 23, 2014 to publish his book entitled “[redacted]”. Mr. [redacted] was able to take advantage...

of a promotional rate of $1,700 from the regular $3549 price.  She opted to use an installment payment plan which added a $30 non-refundable surcharge, making her package total $1730. Mr. [redacted] made the first payment that day with the remaining two payments each set up for auto-charge on the same day of the two following months.  The book completed its publication process and was made available for sale with Mr. [redacted]s approval on June 10, 2014.  The author centered publishing process of Xlibris requires authors to collaborate with their assigned representatives to ensure that the necessary support is extended by capable individuals trained to handle each specific concern. From production to post-publication, different representatives have been assisting Mr. [redacted] with concerns on book preparation, distribution, finance, royalty and book sales. Production Phases The Xlibris production process allows authors to have full control of their book. Xlibris does not move ahead until we have an expressed approval from our author to proceed to the next step of the publication process.  When Mr. [redacted] submitted his materials he received a Welcome to the Production Stage email from [redacted], his author services representative.  In the email were documents explaining the phases his book would be going thru plus instructions on how to use the information and forms needed for each phase.  A copy of the email with its attachments is attached for your reference.   Revisions after Final Approval  Mr. [redacted] contacted Xlibris two weeks after he approved the final proofs for his book requesting the addition of his author photo on the final page of his book.  As stated on the attached Galley Approval Form signed by Mr. [redacted], returning the form signifies that no changes are required and authorizes Xlibris to make the book available for sale.  Subsequently, any changes will be subject to the fee schedule provided when he submitted the work.  The schedule for corrections beyond those included in his package is on the first page of the Authors Guide to Corrections which is part of the Welcome to the Production Stage email attached.    As an accommodation to Mr. [redacted], he was offered a 30% discount on the $177 post publication corrections charge. He declined. See attached email. EditingThe edited manuscript was forwarded to the design and layout stage which after review of its entire content was approved by Mr. [redacted] on June 5, 2014.  Marketing ServicesMost of Xlibris’ publishing packages include promotional services which with the author’s approval are fulfilled after the publication of the work. Below is a list of the marketing service inclusions in Mr. [redacted]s publishing package and their corresponding dates of fulfillment:  Marketing ServiceFulfillment DateBookmarks (50)7/9/2014Postcards (50)7/9/2014Business Cards (50)7/9/2014Postcards (50)7/9/2014Business Cards (50)7/9/2014Posters (5)7/9/201450 BookStubs7/25/2014Web Design Regular7/29/2014B&N, Amazon & Google Search7/14/2014Press Release Essential 1007/30/2014Bookmarks (50)7/9/2014Newswire – Stand Alone_old7/31/2014Share-Your-Book Widget8/11/2014 Authors also have the option to purchase additional promotional campaigns that they deem ideal for their title. Authors are made aware of these offers through phone calls and emails from Marketing Consultants. Actual purchase of these services, however, is always at the author’s discretion. Mr. [redacted] has yet to purchase any marketing services to augment those included in his package.  If Mr. [redacted] would like to no longer receive notification of marketing opportunities he may ask to be placed on a Do Not Call list for marketing offers.  Print On DemandAs a Print On Demand publishing company, we use modern technology to store and print your book in electronic form, removing the need for a warehouse and large print runs. This means we print books as they are ordered in quantities as low as one copy.  The print cost is recovered from the selling price of the book.  Traditional publishers print books in huge quantities; therefore, the cost they must recoup per book is lower.   To maximize proceeds, authors are entitled to discounts ranging from 30-60% depending on the number of copies they personally order.   Mr. [redacted] references being contacted by his Book Consultant with an offer on the purchase of 200 copies of his book.  There are no restrictions on the number of books he may purchase at any one time, however, the higher the volume the lower the per book cost. If Mr. [redacted] would like to no longer receive notification of special offers and discount on copies of his book, he may request to be added to the Do Not Call list for book offers. Royalties  In Section 8. Your Royalties, of the Author Agreement signed by Mr. [redacted], are the royalty percentages he is to receive.  Because profits from print on demand publishing are on a per-sale basis, royalties vary depending on the route by which the title is sold (distributor, retailer, direct, Xlibris website, and author purchase).  The section also lists the timing of payments.  Royalty information is also available on Mr. [redacted]s MyXlibris account and the FAQ of the website.  In summary, Mr. [redacted] agreed to the terms of the Author Agreement which state the royalty rates and payment schedule.  With his written approval the title was completed according to the steps given at the time of submission.  Any corrections after the book has been approved for release to print will incur additional fees.  Mr. [redacted] has been contacted by a Marketing Consultant and a Book Consultants to introduce him to opportunities to promote, market and sell his title. The decision to purchase is at Mr. [redacted]s discretion. If Mr. [redacted] desires to no longer be contacted by them, he may ask to be placed on a Do Not Call list.  We hope the information provided with this letter illustrates the steps we have taken to address Mr. [redacted]s concerns.  Please let us know if additional steps need to be taken for an amicable close to this case. Sincerely,[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 that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business has not made me an offer.  The marketing "bookmad", poster, bookmarks, and website were all complimentary and not sold to me.  They now claim these are all apart of the New York Times ad.  The New York times ad is nothing more that an ad in the New York Times.  The only thing they did since I initiated the ad was put together a sample ad that was shared with me.  The ad simply copied the summary on the back of my book.  I have paid them $2000 and they have done nothing.  Again be sure authorhouse does not do work without full payment.  I have emails to prove this.  They haven't paid me any commissions yet either.  The company are crooks and should not have a good better business rating.  You can see this by all the negative feedback online.  I made the mistake of not researching them much.  The only response to resolve that I accept is a refund.  They are holding my  money ($2000) which they have done nothing for.Hi [redacted], Good day! This is a courtesy e-mail to advice regarding the open balance on your account.  We would like to take this opportunity to get in touch with you to discuss this further. Please be advised that your account is currently placed on hold status until the balance is rectified. Should you have any question or clarification, please give us a call & we’d be glad to talk to you. Please be advised that your account is currently placed on hold status, therefore, we will not be working on any services related to this account until balance is rectified. Kindly contact us at 1-888-519-5121 ext. 5030 7:00 AM to 10:00 PM EST Mondays through Fridays. Should you have concerns or questions, please let us know.  Respectfully, Lemuel R[redacted]ACCOUNT REPRESENTATIVEAuthor Solutions  1663 Liberty DriveBloomington, IN [email protected]
Regards,
[redacted]

Dear Revdex.com,
 
Thank you for the opportunity to describe the steps taken to provide Ms. [redacted] with her refund.
 
Ms. [redacted] signed up to publish her book with Xlibris on August 5, 2015. She purchased a Black & White Executive publishing package, taking advantage of a...

promotional rate of $3699 from the regular $7449 price.  She opted to use an installment payment plan which added a $30 non-refundable surcharge, making her package total $3729. Ms. [redacted] made the first payment of $769.80 that day with the remaining four (4) payments each set up for auto-charge on the same day of the following four months.
 
Ms. [redacted] contacted Xlibris on August 5, 2015; the same day she purchased her publishing package requesting for its cancellation citing special circumstances arising that make it impossible for her to continue with the project. Ms. [redacted] was advised that the cancellation request and the corresponding refund will be forwarded to the appropriate department for processing according to our refund process and policy.
 
Under Section 8. Termination & Refunds of the publishing agreement published on our website, cancellation and refund requests shall be processed within a 35 day period.
 
8.6 Timing of Refund; Non-Refundable Fees. We will make reasonable efforts to process any Refund due within thirty-five (35) days after the date of the Termination, absent any extenuating circumstance or disagreement regarding the applicability or amount of the Refund. We may issue the Refund to You by the same payment mechanism that You paid Us with, or, if that payment mechanism (such as the original credit card) is no longer available, any other mechanism We choose, in Our discretion.
 
As of this writing, a full refund for the monies paid has been issued to Ms. [redacted]’s credit card in accordance with the thirty-five (35) day refund timeline as published on our website. The payment plan agreement has been cancelled and the remaining balance vacated.
 
The refund was made in the following three (3) transactions. Depending upon the policies of the banks involved it may take from 3 to 5 business days before the monies appear on her account.    
$739.80 to MC ending 1035, transaction ID [redacted]
$739.80 to MC ending 1035, transaction ID [redacted]
$30 to MC ending 1035, transaction ID [redacted]
 
We trust this information illustrates our attention to Ms. [redacted]’s concerns.
 
Sincerely,
 
Elaine [redacted]
Manager of Author Satisfaction

Dear Revdex.com,
Thank you for the opportunity to explain Mr. [redacted]’s publishing package inclusions and book price. 
On January 29, 2016, Mr. [redacted] purchased the Essential PC publishing package, normally priced at $1999 for the discounted price of $1399.30 (a 30% discount).  Mr. [redacted] chose to...

pay for the package on a three installment payment plan, adding a non refundable $30 payment plan fee.  He returned the signed Terms and Conditions the same day.
The next day, January 30, 2016, Mr. [redacted] sent his materials needed to create the book. 
On February 3, 2016, Mr. [redacted]’s initial proofs were emailed to him.  He provided galley corrections the same day.  Those corrections were done and the revised galley was emailed to him.  Mr. [redacted] approved both the cover and galley.  He also contacted payment central and made his second and third payment plan installments, as the project must be paid in full before the book can be submitted to the printer.
Mr. [redacted]’s files were sent to the printer February 5, 2016 and his book was available for purchase on February 9, 2016. 
Below are Mr. [redacted]’s issues, followed by our response.
I purchased essential package and was promised several times that I would receive hardback version of my book, hardback with dustcover and a softcover along with 10 hardback versions of my book.
No record could be found that Mr. [redacted] was promised a hardcover option of his book.  Below is a link to the color publishing packages offered by AuthorHouse.  As shown, no color packages offer a hardcover option.
http://www.authorhouse.com/Packages/Comparison/FC.aspx
A hardcover option is available as an add-on service but only as a casebound hardcover (similar to a text book), not with a dust jacket. 
At no time during the production process was Mr. [redacted] told he had a hardcover version, nor was he provided hardcover proofs to review. 
Two days after paying in full packages were also marked down to 50 percent off and I asked that my price be adjusted as my package is not complete. Price that I paid for package has not been adjusted, mistake was admitted by sales associate and I was offered a 50% off for hardback for the mistake which requires more money out of pocket.
Each month AuthorHouse offers special offers on publishing packages.  It varies from month to month and sale staff is not aware ahead of time what the following month’s special offers will be.  Mr. [redacted] purchased his publishing package on the last business day of January, the day that special ended. 
No record can be found of a “mistake was admitted by sales associate” as no mistake was made.  Mr. [redacted]’s publishing package was discounted appropriately for January’s special offer.  The discount provided on the hardcover add-on was a goodwill gesture, not an admission of guilt.
Mr. [redacted] is not eligible for the February publishing package special as he purchased his package in January. 
My book was said to be completed when it fact the things promised to me were not provided making my package not complete.
While it’s not clear what “things promised to me were not provided making my package not complete” means, Mr. [redacted] did have to wait one day from sign off until the files were submitted to the printer because we were waiting for the Library of Congress Control Number (LCCN). 
The LCCN is applied for once the initial galley has been created.  It typically takes the Library of Congress 2-5 business days to respond with the number.  Mr. [redacted]’s LCCN was applied for on February 3, 2016 and received the next day, February 4, 2016, so there was no delay.
It should be noted that most books are in production for at the least a month to two months.  This is the reason several month payment plans are offered.  Mr. [redacted]’s project passed through the production process extremely fast. 
Mr. [redacted] will need to elaborate on this claim before we can be sure it’s been addressed fully.
I have also been shipped books from another author that did not belong to me and told to dispose of the books.
While no record can be found of this, Mr. [redacted] was provided the correct information.  If the printer sent him another author’s books, he can simply dispose of them.
I asked that the price point for the book be adjusted as the hardback version I received for one individuals book was 33.99 nearly 600 pages my book is 52 pages and is the same price. Stores are not willing to sign on my book because of the overpriced that author house has placed on book.
Book price is determined by the book type (color, black and white) and page count.
Mr. [redacted] was provided his book price in the email containing his initial proofs on February 3, 2016.  That email stated:
The estimated retail price for your 8.5x11 size book is $33.99 USD with the current page count of 52. All eBooks are priced at $3.99. 
It was reiterated in the second email the same day with the revised galley:
Also for your reference, the retail price for your book is $33.99 USD with the current page count of 52. All eBooks are priced at $3.99.
At no time did Mr. [redacted] mention his concern about his book price to his publishing services associate.  He discussed this issue with his book consultant after the book was available for purchase. 
Once the book is available the book price cannot be changed.
Mr. [redacted] mentions comparing his book price to another book with more pages that was the same price.  The prices for Print on Demand titles are typically higher than traditionally published books because prints on demand books are only printed when an order is placed.  Traditionally published books are printed in large quantities thus making the cost less.  Mr. [redacted] doesn’t mention whether the book he compared his to is a color or black and white book.  Black and white books are lower in price because it costs less to produce them.
In closing, Mr. [redacted]’s project moved through the production process extremely fast.  While he had to wait a day for the LCCN to be received, it was all done well within normal timelines. 
No record can be found that Mr. [redacted] was promised a hardcover, nor do any of the color publishing packages come with a hardcover option.  Mr. [redacted] was given the option of a 50% discount as a goodwill gesture, should he like to add one.
Mr. [redacted] is not eligible for the February publishing package discount because he purchased his publishing package in January.
We trust the information provided in this letter illustrates the concern we have taken to address Mr. [redacted]’s concerns.
Sincerely,
Elaine [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 that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[IUNiverse failed to meet the standards of a reputable business.  They intentionally tried to exploit money from me. The reason they gave for a continued failure to meet guidelines was I needed to change my title which they knew what the title was two months before but continued to see if they could exploit me instead of saying no Mr. [redacted] we cant represent you because of your book title. Only when I told Mr. [redacted] I was not interested in extra editing did they finally say , they could not produce book with the current title.
My final statement is IUNIverse holds no rights to this book "[redacted]" and I ask that the computer files for all previous books be returned to me. "[redacted] [redacted]" and "[redacted]". If those files are returned to me then that will resolve are outstanding balances. If those files are not returned then they still owe continued royalties for those two books.
Lastly I state if IUniverse wishing to sue me I would welcome the opportunity to prove in court in a countersuite who is reputable and who is not.Regards,[redacted]

Dear Revdex.com,
 
Thank you for bringing this matter to our attention and for the opportunity to present our side of the case.
Ms. [redacted] signed up to publish her book with Xlibris on February 12, 2013. Ms. [redacted] purchased a Black and White Custom Publishing Package for $1849 and was able...

to take advantage of a special offer of a free upgrade to Premium Package.  She opted to use an installment payment plan which added a $30 non-refundable surcharge, making her package total $1879. Ms. [redacted] made the first payment of $646.34 that day with the remaining two payments set up for auto-charge on the same day of the two following months.
Ms. [redacted] contacted Xlibris on November 2014 to request for the cancellation of the services she purchased. Under the Term and Exclusivity part of our publishing service agreement, failure to submit materials for publishing before one year has elapsed from the date of the service order forfeits any right to claim a refund for monies paid for the services. Ms. [redacted] was informed that a special request for consideration will be forwarded to the Xlibris Finance Department on her behalf. However, since this was a special case, there is no guarantee on the timeline and the approval of the appeal. This was discussed to Ms. [redacted] over the phone and an email was also sent to her reiterating the process. We have attached the email for your reference.
 As per the Xlibris policy, this is not normally done but in the light of Ms. [redacted]’s circumstances, Xlibris agreed to make an exemption.   Mr. [redacted]’s refund has been processed and a check will issued in the next 7-10 business days.
 
 
Please refer to the breakdown of Ms. [redacted]s’ refund below.
Service Order
Payment
Publishing Package
$1,849.00
Installment Surcharge
$30.00
Total Payment
$1,879.00
Less:
Administration Fee
$150.00
Installment Surcharge
$30.00
Refund Amount
$1,699.00
 
 
As per cancellation policy for qualified services, refund for termination of services for any reason will be subject to a $150 administration fee which will be deducted from the publishing fees to defray setup costs.
We hope the information provided with this letter illustrates the steps we have taken to address Ms. [redacted]’s concerns. Please let us know if additional steps need to be taken for an amicable close to this case.
Sincerely,
 
[redacted]
Global Director - Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review the renewal and refund of Ms. [redacted]’s Author Learning Center subscription and her request for refund. Ms. [redacted] purchased the Essential BW publishing package from AuthorHouse on October 31, 2014. This package includes a complimentary year...

subscription to the Author Learning Center, a website dedicated to assisting and supporting all writers, sponsored by Author Solutions Inc. This website service is offered for both Author Solution clients and those writers who are seeking other publishing venues, or have not committed to a publishing package yet. On November 21, 2014, Ms. [redacted] registered to take advantage of this complimentary membership. During registration, the website will request credit card details, although these will not be utilized until the complimentary membership time period has expired.  Once the trial membership period ends the $149 yearly subscription membership becomes due. Please reference the following link:  https://www.authorlearningcenter.com/authors/sign_up As stated on the website, the subscription will automatically renew at the end of the trial period unless the member advises of their cancellation desire within the trial period by phone at 866-697-5312 or email [email protected] .  On November 21, 2015 Ms. [redacted]’s chosen credit card was charged the applicable $149 renewal fee, in accordance with the Terms and Conditions of this service. This fee was deducted from Ms. [redacted]’s card exactly one year after her sign up date. The details of this transaction have been attached for your convenience. Upon the renewal of her subscription, a welcome email (copy attached) was sent to her by Hazel C[redacted].  In it is an unsubscribe direction located in the post script and refers to being removed from Ms. Cain’s email list.  Thru this list, Author Learning Center subscribers are sent regular updates and alerts about new materials and posts to the site. The email address, [email protected], is similar to the one Ms. [redacted] references in her filing and may have caused some confusion. Ms. [redacted] states that she was unsuccessful in cancelling her subscription using the method she was given in an email from us. The email address she references (unsubscribe author solutions .com) is missing some key email address requirements and would reject because it is incomplete. On December 2, 2015, the $149 was returned to her chosen credit card, transaction number BS0EDBAC68AF.  To date, all funds relating to the renewal of the Author Learning Center service have been returned to Ms. [redacted]. Should she have any additional questions or concerns she may contact our Author Support staff at 1-888-795-4274. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for giving us the opportunity to clarify the payment of Ms. [redacted] royalties.Royalty Schedule and Payment OptionsWestbow Press pays royalties to authors based on the quarterly royalty schedule below. Royalty earnings accrued throughout a sales quarter will be compiled and paid...

within sixty (60) days of the quarter’s end.·               First Quarter: January 1 – March 31 (Payments are made end of May)·               Second Quarter: April 1 – June 30 (Payments are made end of August)·               Third Quarter: July 1 – September 30 (Payments are made end of November)·               Fourth Quarter: October 1 – December 31 (Payments are made end of February)When an author earns royalties from sales of their book via a retailer or Westbow Press direct bookstore sale, the author can choose to receive payment via physical check or Electronic Funds Transfer (EFT). As stipulated in the publishing agreement, royalty paid by check are subject to a $75 threshold requirement.  This means that royalty earned for the first, second and third quarters must amount to at least $75 to be qualified for its quarter’s payout. Royalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payout. If the accumulated royalty earnings fail to reach the threshold throughout the three quarters, the royalty earning is paid out on the fourth quarter regardless of the amount.Ms. [redacted] book entered into retail distribution in June of 2012, which is near the end of the second quarter. On August 21, 2012 we received and processed a completed Electronic Funds Transfer (EFT) application submitted through Ms. [redacted] password protected Author Account on the Westbow Press website. This allows the author to be paid quarterly via Direct Deposit into their bank account rather than receive a physical check in the mail. Royalty Payments IssuedAttached for your reference you will find an exhibit titled Royalty Payments and Sales Informer Reports.  The excel document contains two (2) tabs, one marked Royalty Payment Report and one marked Sales Informer Report.  The Sales Informer Report is comprised of sales data received from retailers. This report lists all royalty-earning sales of Ms. [redacted] book and is broken down by quarter.The Royalty Payments Report shows the payments issued to Ms. [redacted] since her book entered the distribution channel.  This report outlines the payment types, dates, and amounts of Ms. [redacted] royalty payments.  Since the first royalty earning sale of Ms. [redacted] book occurred in July of 2012, the first royalty payment issued to Ms. [redacted] was for the third quarter of 2012 (reference quarterly payment schedule above).  Due to difficulties with our banking vendor in that quarter, we issued physical checks to EFT authors to ensure timely payment. The check issued to Ms. [redacted] was endorsed and cashed on January 11, 2013. A copy of the check with endorsement is attached. Ms. [redacted] has since received three (3) successful Direct Deposit royalty payments which were accepted by the bank.  The amounts of Ms. [redacted] payments coincide with the royalties earned on the Sales Informer Report, and with the posted royalty statements found on Ms. [redacted] Author Account online. A copy of royalty statements is attached for your reference.  May we suggest that Ms. [redacted] review her bank statements for a deposit for the amounts and the days listed.  Deposits will indicate coming from CDI, (Content Distributions Inc, the royalty disbursement division of WestBow Press).Please note that for Ms. [redacted] royalty payments, federal taxes were withheld. We are required by law to withhold federal tax unless the author completes and files a W-9 form with us.  Ms. [redacted] has not submitted this form.  However, she may access the form and submit it through her password protected Author Account online.In December of 2014 Ms. [redacted] opted out of the Direct Deposit payment option via her Author Account, therefore any royalty earnings payable as of that date will be issued via a physical check to the address of record and will follow the $75 threshold requirement .    As reflected on the attached Sales Informer Report, there has yet to be a royalty earning sale since the December payment method change from EFT to check.      In summary, Ms. [redacted] royalties have been paid accurately and according to the royalty payment schedule outlined above. As requested by Ms. [redacted] future royalty payments will be made via a physical check in accordance with the $75 threshold requirement and mailed to the address of record.  Federal taxes will continue to be withheld until a completed W-9 form is received by WestBow Press.    Sincerely, Elaine [redacted]Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to describe what has transpired with Ms. [redacted]’s project. On May 19, 2016, Ms. [redacted] purchased the Discover BW publishing package to publish her book “[redacted]” at the discounted price of $500. She paid in full and returned her...

signed Self-Publishing Services Agreement the same day. In her filing, Ms. [redacted] expresses her frustration with the Content Evaluation process and the communications regarding the status of her book project.  It is important to us that each of the steps necessary to prepare and publish the works of our clients is performed accurately and with the knowledge and consent of the author. Upon receipt of this filing we conducted a review of the communications and progress of her project. Below is a summary of the findings; a timeline with more detail is attached.   Content Evaluation Process Section 4 of her signed Self-Publishing Services Agreement lists the publishing obligations of the author for the project.  One of the author’s responsibilities is to prepare and submit materials that follow the content guidelines posted on our website. http://www.authorhouse.com/GetPublished/FAQ.aspx  For this reason all project materials are reviewed by our Content Evaluation department for compliance, before production services begin. Ms. [redacted] submitted her materials on May 23, and a content evaluator surveyed them for instances of copyright, libel, privacy, fair use infringements or content containing underage or salacious sexual situations and/or drug paraphernalia. When a manuscript exhibits any of these scenarios, the author risks legal entanglement and is given the opportunity to revise their work to meet the guidelines.    On May 25 her check-in coordinator, Rowella A[redacted], emailed her the results of the content review; then called to discuss the issues found. A copy of the text of the email is attached for your reference.   Our records show that her manuscript was revised, resubmitted and reviewed five (5) times in June 2016, once in August and once in September. Although revisions were made, the presence of libel concerns continued.  With each content review, a results email was sent listing both specific examples of the issues and the scenarios the author should be looking for when examining the entirety of their work. We recognize that when one writes about their life, it may become cumbersome to apply the safeguards necessary to ensure that the privacy rights of the individuals depicted in the work are not compromised.  We commend Ms. [redacted] for her tenacity and dedication in working toward that end.   We are prepared to allocate the necessary resources to assist her in completing her project should she choose to move forward with the publication of her book.  As the most recent content review shows, some material needs to be revised, rewritten or removed in order to protect her from possible legal actions and allow us to begin the design phases of publication.   Email Responses and Communications In her filing Ms. [redacted] states that we are not returning emails. Our staff members are charged with returning emails and phone calls within a specific timeframe. During the content review process Ms. [redacted] interacted by email and/or phone with a publishing consultant, a check-in coordinator, the check-in coordinator’s supervisor, and customer service staff. In addition, her manuscript was reviewed by a content evaluator and escalated to the evaluator’s supervisor and the Director of Publishing Services Fulfillment. Without further information we are unable to thoroughly investigate her email claims.  If Ms. [redacted] would be so kind to provide either the email address she was sending the emails to or the name of the staff member, we will be happy to research further.    Our research did find two communication gaps:  1) During the month of July after Ms. [redacted] had requested to work with Mr. H[redacted], we are unable to confirm that he followed up with her in a timely manner regarding the escalation of her content review questions to the Director of Publishing Services Fulfillment.  2) Although the last content review had been completed on September 7, three weeks later it had yet to be sent to the author. The results were sent on September 28. We apologize for this oversight and any frustration or inconvenience these communication gaps may have caused her.   Refund Eligibility If she chooses to cancel her project and be refunded, the terms and conditions of her signed Self-Publishing Services agreement, copy attached, will apply as outlined in Section 8. Termination and Refunds, Subsections 8.2 and 8.3:   8.2 Refunds. Subject to the exception in Section 8.3 below, upon Termination of the Agreement, We will refund amounts paid by You for Publishing Packages or individual Services ("Refund") as follows: (a) Publishing Packages. The potential Refund for a Publishing Package is exclusive to the amount paid for such Publishing Package as set forth in the Service Order(s), and will be calculated as follows: i) Prior to submission of the Manuscript: 100%, less a non-refundable $150 (USD) Setup Fee ii) After (i) above but prior to the start of interior design work: 50% iii) After (ii) but prior to Final Approval 25% iv) After Final Approval No Refund   8.3 Termination for Non-Compliance with Content Guidelines. You or We have the right to terminate this Agreement pursuant to Section 4.3 if Your Work does not or may not comply with Our Content Guidelines. If, after Manuscript submission but prior to the start of interior design work (if earlier than six (6) months from the date You purchase the Publishing Package), this Agreement is terminated due to actual or alleged non-compliance with the Content Guidelines, We will Refund to You the amounts paid for the Publishing Package and/or individual Services, less a fee of one hundred and fifty dollars ($150) ("Content Breach Fee"), which will be in addition to the Setup Fee. If Your Work does not or may not comply with Content Guidelines at any time after the start of interior design work, Your Refund, if any, will be calculated in accordance with Section 8.2   Applying the terms for cancellation, Ms. [redacted] paid $500 for her publishing package less the $150 non-refundable set fee [Subsection 8.2. (a) i)] and the $150 Content Breach Fee (Subsection 8.3), she is eligible for a refund of $200.   In closing, despite multiple revisions and content reviews her manuscript continues to contain libelous material that puts her in danger of legal action.  Until these concerns are resolved we are unable to publish her manuscript.  If she chooses to not make the changes, in accordance with her Self-Publishing Services Agreement, she is eligible for a refund of $200. Ms. [redacted] may either cancel or continue her project. We await her decision.   Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to explain the bookstubs redemption and the author center issues that Mr. [redacted] has encountered. Bookstubs redemption BookStubs are small, gift-card-style cards that contain a free download of the author’s e-book. One side of the card depicts...

the e-book’s cover design; the other offers the necessary information to find and download one copy of the book. The Booktango bookstub site is working.  We have no documented instances where some codes work and others do not. The site is working for all codes.  The marketing director generated a new code for Mr. [redacted]s book on December 1, 2014 and it worked.  Consumers downloading the ebook must either use an ereader such as Kindle or Nook or have a reader installed on their desktop computer.  There are three types of ebook files from which to choose.  The consumer must choose the file compatible with the reading device.  Thus far, 10 consumers have downloaded Mr. [redacted] ebook. We cannot control each consumer’s computer knowledge or abilities.  The reason customer/tech support exists is to help those that need it.  Should there be any further questions, there is a help page on the Booktango site at http://www.booktango.com/Help/BookStubs/.  Author center Each author has the ability to log in to their own personal center on the Booktango website, showing the sales and royalties and other information.  Mr. [redacted] is unable to access this section.  The first he notified customer support of the problem was on Wednesday, November 24, 2014, during a chat, first with [redacted] and then with [redacted].  Ms. [redacted] suggested that Mr. [redacted] attempt to change his password.  When that didn’t work, Mr. [redacted] contacted customer support again and chatted with Ms. [redacted].  A copy of the chat with Ms. [redacted] is attached.  As the end of the chat shows, Mr. [redacted] was fine with waiting on correspondence from Ms. [redacted] when the problem was resolved.  As Ms. [redacted] stated, she inquired with the IT department and followed up with Mr. [redacted] on Monday, December 1, 2014.  (Our offices were closed Thursday through Sunday for the Thanksgiving holiday.)  Ms. [redacted] emailed Mr. [redacted] to let him know that the IT department was still working on the issue and that she would follow up with him again within the week.  On December 3, 2014, Ms. [redacted] again emailed Mr. [redacted], letting him know that the problem had been resolved.  Mr. [redacted] can now view his sales and royalties.  The total royalties due reflected on the royalty statements for each quarter are exactly the same as the royalty payments that were directly deposited into his bank account over the last five quarters. While we understand that the inability for Mr. [redacted] to access his author center is frustrating, customer support followed the proper procedure (contacting IT) and followed up with Mr. [redacted] within normal timelines. In closing, the Booktango bookstubs site is working for all codes.  We cannot control the technical abilities of consumers but we do have tech/customer support in place to help those that need it. Mr. [redacted]’s inability to access the author center was resolved within three business days of the problem first being brought to our attention.  Ms. [redacted] in customer support told Mr. [redacted] that she would follow up with him when she had more information and did just that.  Sincerely,     [redacted] Global Director-author satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am contacting you because I called and got your name and contact information from the Revdex.com that you are the person to contact about my complaint. I am writing because I rejected the business' response to my complaint because they claimed that they returned $449.50 to the card that I used to make the purchase but I did not received the refund in my account. I contacted my bank today and they could not track any refund made to my account from that business.    I propose a new refund option and that is for the business to return my refund directly to my personal checking account; this is the account I used to make that purchase. The bank is Wells Fargo, routing number 091000019 and account number: 1524440078. Please send this information to the business to send my refund. Thank you. sincerely, Jonathan Morris 
Regards,
Jonathan Morris

Dear Revdex.com, Thank you for the opportunity to review the subscription terms of the Author Learning Center for Mr. [redacted]. On May 27, 2017 Mr. [redacted] contacted us about changing the credit card account he wanted to use for the upcoming renewal of his Web Design & Web Hosting service. He spoke with...

his services representative, Andrei S[redacted], renewing the service for 3-years at a special rate. In addition he agreed to a 90-day free trial subscription to the Author Learning Center. A review of the conversation between Mr. [redacted] and the finance representative who facilitated the transactions confirms that our representative went over the details of the ALC subscription with Mr. [redacted]. The rep advised that the ALC subscription would be free for 3 months and on the 4th month (and going forward) the automatic monthly subscription fee of $9.99 would go into effect unless he cancelled before the 4th month began. The author acknowledged he understood and clarified with the rep that he could call in anytime during the next 3 months and cancel the subscription. Confirmation of the subscription, login credentials and the ALC Customer Support toll free phone number were provided. On June 6, 2017, Mr. [redacted] called ALC customer support to cancel his subscription and asked for a refund of the $9.99 charged to his credit card on May 28, 2017. Notice of cancellation was not given prior to the end of the trial period, causing the automatic withdrawal to occur. Under the terms of the subscription,” If You cancel Your Subscription during a given month, You will not receive a refund for that month.” In summary, Mr. [redacted]’s 3-month trial ALC subscription was fulfilled and, in accordance with the terms of the subscription, the use of the Author Learning Center became subject to monthly payments. Cancellation of the subscription was received during the first month after the trial period concluded. Subsequently, he is ineligible for refund. Confirmation of the cancellation of the ALC subscription service has been emailed to him. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com,
 
Thank you for giving us the opportunity to address Mr. [redacted] concerns. 
 
Mr. [redacted] purchased his Legacy publishing package and a Developmental Editing service from AuthorHouse on August 25, 2011.  His book was completed and made available for...

purchase on March 2, 2012.  Mr. [redacted] states that he has been calling AuthorHouse to place an order for his books for months, but his calls have not been returned.  He also states that a letter to the company president was not answered.  Mr. [redacted] has requested the rights to his book.
 
Mr. [redacted] is concerned that his calls have not been returned.  Attached is a call log for both of Mr. [redacted]’s phone numbers, dating back to 2011.  Our records show that in early February 2015, Mr. [redacted] spoke with multiple AuthorHouse representatives regarding ordering copies of his book. We have spoken to Mr. [redacted] several times. The calls were not as productive as we needed them to be in order to assist him, as he was not pleased with the book order prices being provided by various representatives. Mr. [redacted] spoke with a Book Consultant on May 4 and placed a book order. Due to the negative interactions by Mr. [redacted] with our representatives on of some of these previous calls, his account was flagged that he is to be routed to the department manager to assist in any future orders.
 
Mr. [redacted] states that a letter sent to the president of the company was not answered.  This letter was also referenced in a call on February 8, however our records do not show that any letter has been received.  Every letter we receive is thoroughly researched and receives a response.  Had we received the letter, we would have addressed Mr. [redacted]’s concerns as quickly as possible.
 
Attached is a copy of Mr. [redacted]’s Services Agreement, which he signed and returned on August 25, 2011.  Per that Agreement, Mr. [redacted] granted AuthorHouse “the non-exclusive, worldwide rights to print, publish, distribute and sell the WORK in print form” and the eBook format.  Per section 5, Other Rights: “All rights not expressly granted to SERVICE PROVIDER are reserved to AUTHOR.”  Mr. [redacted] has remained the owner of his intellectual property of his book since that contract was signed.  If Mr. [redacted] would like to terminate the publication of his book or republish the work with a different publisher, he would be well within his rights.  Mr. [redacted] has retained the rights to his book throughout the publication process.
 
We appreciate your assistance in addressing Mr. [redacted]’s concerns.  Please let us know if additional steps need to be taken for an amicable close to this case.
 
Sincerely,
 
[redacted]
Global Director Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr. [redacted] request for a partial refund of his publishing package and provide clarification concerning his royalties. On October 30, 2015, Mr. [redacted] purchased the Fundamental Black & White Publishing Package from AuthorHouse...

for $1,399.50. He also purchased our Stock Image Processing service for $144 and elected to pay in installments which added a non refundable Payment Plan Fee of $30. The grand total for the order was $1,573.50. He signed the Self Publishing Services Agreement the same day (copy attached). His book was published and released to print with his approval on March 30, 2016. We received his request to cancel the publication of his book on April 17, 2017. Refund Eligibility Mr. [redacted] is seeking a refund in the amount of $898 for the combined cost for the Booksellers Return Program and the Deluxe Website Setup Service which he claims he never received.   Section 8.2a of the Self Publishing Services Agreement states that publishing packages are no longer eligible for a refund after final approvals have been submitted and the book is published. Further, section 8.2c states that if the agreement is terminated more than six months after the date the publishing package or service is purchased, no refunds will be given. In addition to the stipulations in the agreement signed by Mr. [redacted], the one-year subscription for the Booksellers Return Program was launched the day his book was published and set-up to expire on April 30, 2017.  Subsequently this service is also ineligible for a refund as it has been fulfilled. Regarding the Deluxe Website Setup service, this service is not part of his publishing package, nor has he ever purchased this service. The link he provided to our website with a description of the Fundamental Black & White package is the current description for 2017. When Mr. [redacted] purchased his publishing package in 2015, the Deluxe Website Setup was not a part of the package. On June 7, 2017 as a gesture of good will, we issued a refund to Mr. [redacted] via check for the Social Media Setup Guide that was included in his publishing package even though it had been fulfilled. A description of the Social Media Setup Guide can be found here: http://www.authorhouse.com/SocialMediaSetupGuide.aspx. As the description states, fulfillment of this service consists of a PDF guide that will walk the author through the basics of how to set up and manage profiles on certain social media sites. This guide was delivered to Mr. [redacted] on April 11, 2016. Royalty Payment There have been three (3) payments issued via electronic transfer to the account with [redacted] Bank that Mr. [redacted] provided and authorized to accept direct deposits. Details are available in the attached Sales and Royalty Report.   The Report contains two (2) tabs—the first tab shows the lifetime sales of his book including the royalties earned and the second lists the royalty payments made. The report confirms that the royalties earned and the payments made agree. In addition, the report confirms Mr. [redacted] statement that 56 copies were returned to LSI during the fourth quarter of 2016. It also validates that these returned book were from sales made during the third quarter of 2016 (highlighted in yellow) for which Mr. [redacted] was paid royalty in the Q3 2016 payment.  It is important to note that because his book was enrolled in the Booksellers Return Program, no amount was deducted from his royalties for the returned books. In closing, due to the several reasons discussed above, we have determined that no further refunds are due to Mr. [redacted] and that all royalties owed to him have been paid. We trust this information clarifies Mr. [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 find that this response/resolution is satisfactory to me. 
Regards,
[redacted]  I am responding to the enclosed request from Revdex.com, Indiana, and the statement from IUniverse, in response to my request for a full refund.  I understand that I will be refunded the full amount I paid minus $689.90, penalty fees assessed by IUniverse for some sort of non-compliance on my part.  I do know that I did not receive any service or benefit from my $689.90 payment.  My original questions and inquiries were never addressed and/or answered, but I paid the required, full amount faithfully and immediately. At this time, I choose not to comment on the events described in the IUniverse statement.  Instead, I will comment on the IUniverse document, "Services and Distribution Agreement", which I was casually  invited to sign by a member of the IUniverse Staff, while submitting my full payment for services yet to be provided or described.  The "Agreement" is six, single-spaced pages long, written in legal jargon, dealing with rights of IUniverse, and the obligations of the author.  Apparently, failure of the author to comply completely with the IUniverse terms  will result in various penalties and fines to be charged against the author.   Of course, if you wish to have your book published, you must sign the "Agreement", and pay.  If you fail to comply completely, you must pay the prescribed penalty.  Therefore, you must pay, or take your business elsewhere(?)  For the unsuspecting author,  these "self-publishing companies" promise to make your dreams come true, but in reality are outright scams, or more accurately shams!  Buyer Beware!  I do not believe that writing and the art of authorship deserves such treatment.  I received no guidance or assistance in the process of attempting to publish my book.  My attempts to modify the original agreement were immediately and emphatically denied.  The IUniverse policies and restrictions present a clear violation of the spirit of creativity and individual freedom of speech.  I am very disappointed with this entire process.  I request that this message be conveyed to the employees of the IUniverse Staff who assisted in my unsuccessful attempt to publish my book, i.e.,  Elaine H[redacted], Tim M[redacted], Earl T[redacted], Andrea A[redacted] and Kimberly W[redacted].  I thank Revdex.com Central Indiana for their kind assistance in dealing with this problem.  [redacted]

Dear Revdex.com,

 

Thank you for bringing this matter to our attention and for the opportunity to present our side of this case.  [redacted] has raised concerns about the editing of her book, as well as the image permissions required to move forward with publication.
...


 

Ms. [redacted] purchased an Embark publishing package from Balboa Press on April 30, 2014, at a cost of $999.  She also purchased an Editorial Assessment service at a cost of $249.50, discounted from the standard rate of $499.  She submitted her signed Services Agreement, attached, on May 1.

 

When Ms. [redacted] submitted her materials, they went through a Content Evaluation.  This is a process that all Balboa materials go through, to ensure that there are no concerns with copyright, permissions, privacy, libel, and other possible issues.  The Content Evaluation determined that there were several professional photographs not taken by Ms. [redacted], and requested permission from the photographers.  We acknowledge that the copyright status of photos taken of ballets may be more complicated than other photos, in that permission from the choreographers and ballet companies can be involved, and we appreciate that Ms. [redacted] is the choreographer of several of the works depicted in her photos.  However, legal precedents indicate that the choreographer is not always the rightsholder of professional photographs.  Generally, photographers (or their employers, in a work-for-hire situation) own the rights.

 

In order to protect both Ms. [redacted] and Balboa Press from any possible litigation, we do need to ensure that the appropriate permissions are on file before the photos can be used in the final book.  We always err on the side of caution in order to protect our authors and our company.  Attached is a listing of the images requiring permission.  If these permissions can be obtained, we will be able to proceed to the design process.  If permission for any image cannot be obtained, the image will not be able to be used.  The permission should come from the rightsholder, who may be any of the following:

1)  Ms. [redacted], for those photographs she took;
2)  A photographer who was not employed on a work-for-hire basis at the time the pertinent photograph was taken; or
3)  The company or entity that hired any photographer employed on a work-for-hire basis at the time the pertinent photograph was taken. 

 

Ms. [redacted] also cites concerns with the Editorial Assessment she purchased in addition to the publishing package.  She was told when she purchased the service that she would be able to select multiple portions of the book to be reviewed.  While the Publishing Consultant stated that she would try to enable this, it is not a service the Editorial Department offers.   As the service description on the Balboa Press website states (http://www.balboapress.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-1536), the editor reviews one continuous portion of the book to provide a sample edit.  The sample edit was completed and was sent to Ms. [redacted] on July 8, at which time Ms. [redacted] expressed her concerns to the Editorial Department.  An Editorial Services Associate explained the misunderstanding to Ms. [redacted], who then considered canceling her publishing package, but ultimately decided to proceed.

 

If Ms. [redacted] would like to cancel her publishing package, she may contact us at [email protected] and we will proceed with the cancellation.  Her manuscript has been submitted, so per the Services Agreement she signed in May, she would be eligible for a refund of 50% of the cost of the publishing package.  However, as a show of goodwill, we would process a refund withholding only $150 setup fee outlined in the Agreement.  As the Editorial Assessment has been fulfilled (attached), it is no longer eligible for a refund.  We will await Ms. [redacted]’s decision regarding whether she would like to proceed with publication or request cancellation.

 

We trust this information illustrates the steps we have taken to address Ms. [redacted]’s concerns.

 

[redacted]
Global Director-author satisfaction

I withdraw all claims against AuthorHouse provided all subsequent inventory I order, and copies ordered by purchasers of my book,
are of the quality of the inventory I received (185 copies) on 3-20-15.
Thanks,
[redacted]</

Dear Revdex.com,
Thank you for giving us the opportunity to address Ms. [redacted] concerns regarding the refund of her publishing packages.
On August 30, 2010, Ms. [redacted] purchased two (2) Bookstore Advantage Publishing Packages from WestBow Press to publish two manuscripts originally published...

through a different company. She took advantage of a special discount offering securing the packages at $1679.40 each.
In November 2012 she advised that one of her books had been picked up by a traditional publisher and the other was under consideration.  As a result, she would be using one package for a work of poetry and the other would be suspended until further notice. In January 2016, we received one new manuscript from her.
On January 13, 2016, the new manuscript began our content evaluation process. On January 18, Ms. [redacted] was notified that her manuscript failed to meet our content guidelines. After reviewing the issues we cited in her manuscript that needed modification, Ms. [redacted] decided the following day, that she would prefer a refund for both of her publishing packages.
On January 19, her check-In Coordinator forwarded her request for the refunds to his supervisor and she was advised that someone would be in contact with her within ten (10) business days. On February 5, after Ms. [redacted] was not contacted within the given time frame, her Check-In Coordinator gave her the contact information of the representative that was responsible for handling her refunds. On February 9, the refund representative got both refunds approved and attempted to reach Ms. [redacted] to confirm the method of payment and verify her mailing address, but was only able to leave a message. Over the following week, Ms. [redacted] attempted several times to reach the refund representative, but was unable to do so until February 15. At that time she was informed that we had approved both of her refunds and that she would be receiving them via check since the transactions were over a year old.
In closing, we apologize that Ms. [redacted] was not contacted sooner with the information regarding her refunds. Both refunds have been approved (each in the amount of $1679.40 for a total of $3358.80) and will be paid via check which she should receive within 3-4 weeks. We thank Ms. [redacted] for her patience.
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction