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.
Regards,
[redacted]

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Hi Revdex.com, I got the reply from the business today (via your email) in regards to the refund they offered to make. However, they sent me an agreement that does not reflect the refund at all, just states how much I have paid and the outstanding balance they want to wrongly charge me. I want my money refunded as they said. I am not signing this agreement. I am disappointed that this is the result and is counter what their email to you said they would do!!! Did they lie to you and me in their official response? Looks like it! 
 
Please review. It is attached as a PDF, and I forwarded the email as seen below. . 
 
Also, I need to be very clear that I do not agree with their account of what happened. It is completely full of LIES. But all I really care about is that the refund actually does occur. 
 
Thanks
[redacted]

Dear Revdex.com, Thank you for giving us the opportunity to review and address Ms. [redacted]’s request for a refund of her publishing package. On December 30, 2014, Ms. [redacted] purchased the Embark package from Balboa Press for the discounted price of $585 and chose to add-on the Cover Copy Polish service...

for $239. She opted to pay in installments which added a non refundable $75 payment plan fee, making her total cost $899. She made the first payment that day with the remaining payments due the same day in the following two months. On May 22, 2015, she signed the Self-Publishing Services Agreement (copy attached) and work began on her book. The Content Evaluation and Cover Copy Polish elements of her package were both completed in mid July along with formatting of the interior of her book. Throughout the phases of the design process, Ms. [redacted] was unhappy with the results and ultimately decided to cancel her publishing package with Balboa Press on September 17, 2015. With regards to the refund of her publishing package, Ms. [redacted] is correct in stating that she is eligible for a refund as she requested it within six months of the signing of the Self-Publishing Services Agreement. The refund policy is outlined in Section 10 of her signed self-publishing services agreement (copy attached) and reads: “You may be entitled to a refund of all or a portion of the amount You paid for a Publishing Package. The refund opportunity is exclusive to the amount paid for the Publishing Package as referenced in the Service Order. All other Services are non-refundable after purchase. You shall be entitled to a refund of the amount paid for the Publishing Package as follows: a. Prior to submission of the manuscript: 100% [less a $150 (USD) setup fee] b. After (a) above and prior start of interior design work: 50% c. After (b) but prior to final sign-off: 25%” As her book had been submitted and interior design work had been performed but no sign off received, she would be eligible for a 25% refund on the $585 cost of her Publishing Package or $146.25. The $75 Payment Plan Fee is non refundable, and the Cover Copy Polish has been completed making it ineligible for refund. In closing, although it has been over six months since she purchased her publishing package, she did not sign the Self-Publishing Services Agreement until May 2015 and therefore, we have granted Ms. [redacted] a 25% refund of the cost of the publishing package. The amount of $146.25 was refunded back to her credit card on January 8, 2015, transaction ID [redacted]. We allotted the necessary resources to assist Ms. [redacted] in the preparation of her project and are saddened that she has chosen to complete her project elsewhere. We wish her success with her publishing endeavor. Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to describe what transpired with Ms. [redacted]s project and her May 2017 refund. To address her concerns, we initiated a review of her project and the steps taken to fulfill the services of her package.  Attached is a timeline of what occurred with her...

project.  We will address each element of her filing in the order she stated. The services included in her Visibility Publishing Package are listed on our website and can be viewed at the following link: http://www.archwaypublishing.com/PublishingPackages/NonFiction/Visibility Ms. [redacted] writes, “I was assigned one (a concierge) but she was never in the office…”  As our customer service staff is charged with responding to their assigned clients within24 business hours, we will conduct an internal audit when we are advised of a downfall in this area.   The timeline attached demonstrates that Ms. A** responded to all of Ms. [redacted]s correspondence within 24 business hours.  Even in Ms. A**’s absence, Ms. [redacted]s emails were answered by Ms. A**’s supervisor and a colleague.  According to Ms. [redacted]s filing “…after my husband and I paid 4k, we saw nothing, we received nothing but the run around from Archway, empty promises and I was only emailed my Book Expo tickets after I officially left Archway…”  We confirm that the cost of Ms. [redacted]s publishing package was $4000 plus a $75 non-refundable payment plan service charge. However, she did not complete the payments, as her last payment declined.  Ms. [redacted] did not receive any proofs from Archway, as she declined to complete the pre-production process.  There is no evidence of a “run around” or “empty promises” by Archway staff.  However, Ms. [redacted]s claims are not specific.  Her emails were responded to within 24 business hours and her questions were answered.  From the notes on her account, we are unable to confirm or refute that she was emailed tickets for the Book Expo.  It is uncommon for the marketing fulfillment department to begin fulfilling any marketing prior to the completion of the production phase of a book project. Once an author’s project is cancelled and refunded, no further marketing fulfillment takes place. Ms. [redacted] writes “After we left Archway we were promised 2k back, and we have not received one dime yet…”  As her signed services agreement (copy available on request), Schedule A, Number 5. Refunds states If AUTHOR terminates this agreement for any reason other than a breach of contract by SERVICE PROVIDER, AUTHOR agrees to pay SERVICE PROVIDER any amounts due on services purchased. SERVICE PROVIDER will refund amounts paid by AUTHOR as follows: Prior to submission of manuscript 100% less a $150 setup fee After submission, but prior to interior design 50% After interior design, but prior to final sign-off 25% After six months from contract date 0% Ms. [redacted] had submitted her manuscript and it proceeded through the content evaluation process twice, but had yet to enter into the interior design phase.  Therefore, per the terms of her agreement, she would be eligible for a 50% refund of the purchase price of $4000. She had chosen to use a five (5) month installment payment which added a $75 non-refundable payment plan fee, making her grand total $4075. She made four (4) of the five (5) payments of her payment plan with the final payment declined by her bank. This means she paid $3275 of the $4075 commitment.  With the payment default, a $30 decline fee was assessed (see attached payment plan agreement).  Here is how her refund was calculated: $3275 paid received, less the $75 non-refundable payment plan fee, less the refundable $2000 (50% of purchase price), less the $30 decline fee.  The refund balance due equals $1170. This amount was paid by finance on May 11, 2017.  Due to an administrative error instead of the check refund she had requested, our standard refund procedure was followed, returning the amount to the credit card used to make the purchase.  The amounts have not been returned by the bank/credit card company.  Therefore, we cannot issue another payment.  Below are the amounts and transaction IDs.  Ms. [redacted] can provide these IDs to the bank/credit card company to obtain the funds. $800.00 to [redacted]  $30.00 to [redacted]  $340.00 to [redacted]      In closing, Ms. [redacted]s assigned concierge responded to her emails within 24 business hours.  In her absence, other staff members responded to her emails with the accepted timeline.   Ms. [redacted] chose to cancel the project before it entered the production phase.  Therefore, no proofs were created and sent and no marketing fulfillment took place.   Ms. [redacted]s $1170 refund was paid back to the credit card used to make the purchase.  The amount has not been returned by the bank/credit card company.  Ms. [redacted] can use the above transaction IDs to obtain the funds.     Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to acknowledge that we have cancelled Ms. [redacted]’s project and refunded her according to the terms of her self-publishing agreement.   Ms. [redacted] signed up to publish her book entitled “[redacted]” with [redacted] on March 21, 2016. She...

purchased a Black and White Custom publishing package taking advantage of a promotional rate of $949.50 from the regular $1899 price. She also purchased an Editorial Assessment add-on for $199. Ms. [redacted] opted to use an installment payment plan which added a $30 non-refundable surcharge, making her package total $1,178.50. Ms. [redacted] made the first payment of $ 412.84 that day with the remaining two payments of $382.83 each set up for auto-charge on the same day of the following two months.   For your reference, a copy of the services included in the package and a description of the add-on service are attached along with copies of her signed self-publishing services agreement and the installment payment plan agreement.   Ms. [redacted]’s manuscript was received and endorsed to content evaluation on March 28, 2016. Per Section 4.3 of the Self-Publishing Services Agreement, her manuscript was reviewed for possible libel, copyright and fair use issues that would preclude it from meeting our publishing standards. After passing the review, on March 31, 2016 the manuscript was forwarded for editorial assessment.  Here a section of her manuscript, up to 1700 words, underwent a preliminary diagnostic edit in order to aid her in recognizing areas that may need editorial assistance and recommendations made for the type of assistance that would be beneficial. The typical time line for the assessment is two to three weeks depending on our work queue and the complexity of the author’s work.   [redacted] received a cancellation request from Ms. [redacted] on April 15, 2016. Per the payment plan agreement the second scheduled payment for her package was set-up for April 21, 2016. Any installment scheduled for payment prior to the completion of the refund process is due on the date stated in the agreement and will be automatically taken. The cancellation and refund request was processed and a refund paid to her account on April 26, 2016, within our committed timeline of 35 days from the date of the termination request.   Ms. [redacted] states in her filing that she was quoted a two week timeline.  The twelve (12) day elapsed time from the original request on April 15th to the refund date of April 26th meets the two week expectation provided to her.     Our full refund policy is stated in Section 8 of the Self-Publishing Services Agreement. Projects like Ms. [redacted]’s with a submitted manuscript that has proceeded thru pre-production phases and has yet to begin the interior design work, qualify for a refund of 50% of the publishing package cost less the $30 non-refundable installment surcharge, Section 8.2(a). Her Editorial Assessment add-on service has been fulfilled and is ineligible for refund per Section 8.2(b).   The following is a monetary breakdown of the refund. Service Order Items and costs: Black & White Custom                                        $ 949.50  50% eligible for refund Editorial Assessment                                   ...⇄ $ 199.00  service fulfilled; ineligible for refund Payment Plan Fee                                      �...⇄ $ 30.00     non refundable                                         ...⇄ Total Order Amount:                                          ...⇄ 1,178.50   Amount paid:                                         ...⇄ $ 795.67 Less: (50% of package cost)                                     �...⇄ ($ 474.75) (Editorial Assessment)                                         ($ 199.00) (Payment Plan Fee)                                      ...⇄ ($ 30.00)    Refund Amount:                                    �...⇄ $ 91.92   On April 26, 2015 we returned the amount of $91.92 to her Visa ending [redacted], via transaction ID [redacted].   In summary, at her request, Ms. [redacted]’s project has been cancelled and she has been refunded in accordance with the refund policy stated in her Self Publishing Services Agreement within the time line promised.      We trust this information illustrates the steps taken to address her 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 that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did not use a payment plan I paid in full. 
[Provide details of why you are not satisfied with this resolution.]
Regards,
Elena [redacted]

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

Dear Revdex.com,Thank you for the opportunity to review and explain what transpired with Ms. [redacted]s marketing services refunds.Marketing Services PurchasesOn October 10, 2016 Ms. [redacted] purchased the Standard Book Video add-on service for her book.  She elected to arrange payment for the $1999...

service thru a three (3) installment payment plan which added a non-refundable $30 payment plan fee, making her total $2,029. On December 16, 2016, she purchased two (2) additional add-on marketing services, a Hollywood Treatment service for the special price of $2200 and a Press Release-Essential Edition for the discounted price of $300.  She chose to use a four (4) installment payment plan to pay for the services, which added a non-refundable $30 payment plan fee, making her cost $2530. Refund and Cancellation RequestsMs. [redacted] called on December 19, 2016 to cancel the Hollywood Treatment and Press Release marketing services.  She spoke with the marketing consultant, Richard G[redacted], from whom she had purchased the services.  Mr. G[redacted] agreed to submit the refund and stated it would be 3-4 business days for processing.  However, in our review of Ms. [redacted]s file, we found no evidence that he followed thru and submitted the refund request for processing. Two days later, on December 21, 2016, Ms. [redacted] phoned again, this time speaking with marketing consultant Jean S[redacted] regarding her refund request for the Hollywood Treatment and Press Release marketing services.  Ms. [redacted] reiterated again her intent to cancel these services.  Ms. S[redacted] told Ms. [redacted] the refund was being processed and that she should speak with Mr. G[redacted] about it. After reviewing Ms. [redacted]s account, we were unable to confirm the accuracy of Ms. S[redacted] statement or that she followed thru with Mr. G[redacted]. Ms. [redacted] emailed again on December 22, 2016, stating her intent to cancel not only the Hollywood Treatment and Press Release but now also the Standard Book Video purchased in October.  Refund approval and implementationBecause our offices were closed from December 23rd thru the 26th for the Christmas holiday, the refund requests for all three of the marketing services were submitted and approved upon our return on December 27, 2016. In accordance with her signed payment plan agreements, the refunds were approved for the monies paid in, less the non-refundable payment plan fees. The monies were returned to the credit card used to make the payments by our finance staff on December 28, 2016.  Factoring out the four (4) days our offices were closed, the Hollywood Treatment and Press release refund occurred six (6) business days after requested and the Standard Book Video three (3) days. Each of the three payments made for the Book Video service were refunded in separate transactions: transaction ID [redacted], ID [redacted], and ID [redacted]. The initial payment for the Hollywood Treatment and Press Release services was refunded via transaction ID [redacted] and the remaining balance cancelled. In closing, we thank Ms. [redacted] for calling this matter to our attention.  A review of the phone conversations between Ms. [redacted] and the marketing consultants mentioned above revealed that several violations of our company code of conduct occurred.  We apologize to Ms. [redacted] for any inconvenience the inappropriate conduct may have caused her. Actions have been taken to ensure our code of conduct is fully understood and followed and that client requests are acted upon respectfully and in a timely fashion. We are sorry if Ms. [redacted] was inconvenienced by the time frame of the completion of the refund. In accordance with the tenets of the payment plan agreement, the monies she paid less the non-refundable payment plan fees were returned to the credit card used to make the payments. During the closure of our offices for the Christmas holiday no business was transacted. Subsequently, the funds were returned on December 28, 2016 within six business days of the request for the Hollywood treatment and Press Release services and three days for the Standard Book Video.   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 explain the Author Learning Center subscription and its renewal.   [redacted] has requested that the $149 charge to her credit card for the renewal of her Author Learning Center subscription be refunded.   Ms. [redacted]...

purchased the Full Color publishing package from Xlibris on April 8, 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 yet to commit to a publisher or publishing services.   On June 29, 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 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 emailing [email protected] or [email protected] .      On June 29, 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.   On July 1, 2015, the $149 was returned to her chosen credit card, transaction number [redacted], and her subscription was cancelled.    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, [redacted] Manager of Author Satisfaction

Dear Revdex.com Thank you for your continued assistance regarding Ms. [redacted]’s editing and request for refund. Ms. [redacted] indicates she was not happy with the editing As stated in our original response, after editing is completed, we ask the author to carefully review all changes made by the editor. Until the author approves the edit we do not move the manuscript to the next phase of its production.  She accepted the changes and the manuscript moved forward.  Sequence details are listed in our original response. She questions why she would have been told “to take out more than 70,000 words from the book”. When she received the results of the content edit, the editor would have provided comments for the changes suggested. We refer her to the editor’s comments.  As with all editing services, if the author does not agree with the changes or suggestions the author may decline to accept them in total or in part. As stated in our original response, we are unable to offer a refund for services that have been completed or are in progress.  We would be happy to go over any editing issues once Ms. [redacted] provides us with a list of potential errors. In her rebuttal, Ms. [redacted] writes, “I sent corrections for editing to the company this morning.  I had requested reediting since March as they alluded to.  On May 30 they asked me to give them examples of editing issues by June 2.  It has taken several weeks for me to find someone who bought my book to go over it again.” As of this writing, July 24, 2017, we have yet to receive a letter or email with these corrections or modifications. Once we receive and have had the opportunity to review the corrections she wants, we will be able to identify if they are publisher errors or author changes. Once we have this information we will be able to advise the next step and if fees will be incurred. She also states that she “would like to resubmit the entire manuscript if they will not grant a refund.”  As stated on the approval forms, when new manuscripts are submitted after the book has been released to print, fees may be incurred for re-design of the book block and resubmission into the printer network. Again, until we have had the opportunity to review and assess the corrections she desires, we are unable to advise a reasonable plan of action to remedy the “errors” she references or if fees will be incurred. She also states she “cannot open the attachments they sent so I cannot see what services they claimed that have been fulfilled” In our original response the attachment listing the marketing services and their status was a Microsoft Excel document.  We have attached a copy of the list in a Microsoft Word format and a PDF. We trust she will be able to open one of these this formats. If not, please advise and we will send a copy by USPS. “I have still not received bookmarks and other promotional materials that I paid for or free books I am entitled to.”  Regarding the bookmarks and promotional materials, they have been placed on hold pending payment of outstanding marketing services.  Once the hold was released, their implementation was resumed. They have been completed and are scheduled for shipping by the printer. Regarding the books included in her publishing package, either she takes delivery on copies of the book as it is today or waits until the revision issue is reviewed and resolved.  Also with either option she is responsible for the shipping costs. Ms. [redacted]’s mention of the pricing of her book as a concern was not present in her original filing; therefore, no information concerning the pricing was offered in our response. The setting of a book’s price is based upon: 1) the page count and 2) the book type (color or black and white interior, and softcover, hardcover, or e-book). The cost is directly related to the cost of production. Before a title is released, the author must approve the pricing for all versions. The pricing approval form was signed by Ms. [redacted], copy attached. In summary, we have yet to receive the corrections information Ms. [redacted] writes that she sent to us. Until we receive them we are unable to assess her specific editing concerns and determine if the errors are publisher errors or author errors and if any fees would be incurred. Since she states she was unable to open the Excel file from our original response containing a list of Marketing Services, we are attaching the same list in two other formats-- a Microsoft Word document and a PDF file--both of which have been used during the production process. We trust this information illustrates our attention to her 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.
 
Regards,
[redacted]

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 submitting the proof I have that shows they transposed my signature onto their documents. I did not sign anything. I repeatedly asked for cancellation and you will see in the screenshots that I am submitting that they admitted it. I have no idea what kind of monsters they are, but they are thieves and they are featured on Rip Off Report several times. I am not the only one.
Regards,
[redacted]

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.
Xlibris' Claim: “On November 14, 2016, Mr. [redacted] purchased a Black and White Custom Publishing package from Xlibris for the publication of his book “[redacted].” “He took advantage of a 50% discount…” This is a falsehood. This is the price they charge everyone. They claim it is a 50% rate to entice naive prospective clients.“…off the published price and chose to use a three part installment payment plan which added a non-refundable service fee of $30 to his purchase price, making his total $979.50. He made the first payment of $346.50 that day with the remaining two payments set up for auto-charge on the same day of the two following months. He signed both the Services and Distribution Agreement and the Payment Plan Agreement on November 16, 2016.Mr. [redacted]’s manuscript was received and subsequently endorsed to content evaluation on November 22, 2016. Content evaluation is the process in which Xlibris assesses an author’s manuscript to ensure that it meets our standards for publishing. The content of Mr. [redacted]’s book was flagged due to possible libelous content and lack of permission on use excerpts from copyrighted materials. Xlibris worked with Mr. [redacted] on the requirements to pass the content review process. [An updated manuscript was received from the author and was re-submitted to content evaluation on January 9, 2017. The second review of the manuscript upheld the initial results with some libelous and flagged statements remaining unchanged.]The above paragraph is a farce. Yes, they did point out some issues of libel but the corrections were made and resubmitted. Then they claimed they re-evaluated the edited version but sent me back he same results as the first one totally ignoring the corrections. It was obvious that they had not even read the edited copy. I sent them a response indicating the error of failing to respond to the revised copy. Their reply to subsequent revisions began coming in with a generic answer that my manuscript still had legal issues. They refused to tell me “what” issues. After doing a great deal of research on the internet as to what constitutes libel and other legal issues related to authors, I began to realize that my manuscript no longer contained any issues with legality. After many more attempts to get them to specify what issues they were referring to, I finally realized their claim of continuing libel issues was just a ploy to stall the performance of the deliverables required under our contract. When pressed for the specific examples of the libelous issues they were referring to, I was told that they didn’t have any staff members who were qualified to determine what exactly the legal issues are. If that is true, how do they make the claim that issues exist?I did not receive even one of the deliverables that I paid for.  Mr. [redacted] agreed to continue working on his manuscript and make the necessary revisions to meet our content standards. A third review was made after submission of a revised version from Mr. [redacted] but once the updated manuscript failed to pass our content review. The results were communicated to Mr. [redacted] in February and he again agreed to make revisions to his work. This is a complete lie. A third review was either not done or, if it was, the results were not communicated to me except to say that some other issues still exist. There were no specific issues identified that I could work on editing.  We received a request from him to terminate our services agreement on March 1, 2016. All Xlibris refunds are processed within our committed timeline of 35 days from the date of the termination request.  According to the Termination and Refunds Section of his Services and Distribution Agreement (copy attached), projects with manuscripts failing our content evaluation process, qualify for a refund of the amount paid for the publishing package less a $150 content review fee, the $150 account setup fee and, per the Payment Plan agreement (copy attached) the $30 non-refundable installment surcharge. Mr. [redacted] is due $979.50 less $330 or $649.50.  This amount was credited to his account on April 4, 2017 in three (3) transactions:I was never told that my manuscript had failed their evaluation process. Contrary to this claim is the fact that they tried to get me to invest another $2600 to upgrade to a greater package claiming that they felt my book had great potential for movie rights. The new package would include a video designed to seduce publishers to see the value of my manuscript as the basis for a motion picture. I responded that I may consider it after they filled my original contract. The bottom line is this; I do not agree with the resolution suggested by Xlibris. They did not fulfill even one of the contractual deliverables promised during their promotion made to me to get me to invest. As they admitted above, I performed under the agreement to pay the entire sum on the contracted amount. When I threatened to report this to the Revdex.com and report this on social networks, they did agree to refund the amount they reported above. However, since I received none of the services that were contracted for, they still owe me $330.00. The internet is strewn with hundreds, if not thousands, of complaints against Xlibris for the same claims I have made here. A simple search of the Xlibris name will prove this claim correct.
Regards,
**  [redacted]

Dear Revdex.com,Thank you for giving us the opportunity to review the progress of the resubmission of Mr. [redacted]’s book.Mr. [redacted]’s book, [redacted], was originally published on April 23, 2012. On November 10, 2015, he elected to make changes to his book and purchased a resubmission service for $375...

($100 for interior revisions, $25 for cover revisions and $250 for the resubmission of files to our print vendors).  He indicates that the proofs of the revised covers that have been presented to him are unacceptable and questions why the elements of the revised cover he provided with his resubmission information are not being implemented.To understand his concerns we initiated a review of his title’s revision and the steps taken with the cover design. Our review confirms that multiple attempts to create a cover design acceptable to him were made without success. After examining the materials provided by him and the designs presented by the cover designer assigned to his project, we also question the designs created.  We thank Mr. [redacted] for calling this circumstance to our attention and apologize for the designer’s failure to produce a cover representative of the design requested.  Subsequently, we have reinforced with the designer the protocols for working with author submitted cover designs. Also, we wish to assure him that we have committed the necessary resources to provide him with a satisfactory cover for his revised book.  On April 14, 2016 we sent him an additional cover proof for his review and approval. As of this writing we have yet to receive a response from him.In closing, we apologize that our attempts to create a cover design for Mr. [redacted]’s book have been unsatisfactory.  We have submitted another cover design proof for his review and await his response. Should he determine that additional modifications are needed, we are prepared to perform them at our expense until the cover is acceptable to him. Once he has approved the cover design, the book files will be submitted to our print vendors and the revised version will become available for purchase.We trust this information illustrates the steps we have taken to address Ms. [redacted]’s concern.Sincerely,Elaine [redacted]Manager of Author Satisfaction

Dear Revdex.com,   Thank you for bringing this matter to our attention and for the opportunity to present our side of the case.   Mr. [redacted] signed up with Authorhouse on April 5, 2016 to publish his book entitled “[redacted]”. In addition to the Classic Full Color Publishing...

Package, his purchase included the color Hardcover add-on and an Editorial Assessment service.  He chose to take advantage of special pricing and our installment payment plan option which added a $30 non-refundable service charge to his total. The book completed its publication and was made available for sale with his approval on September 16, 2016.   The option to purchase additional marketing services as add-ons is available at the time of purchase of the package and remains available for as long as an author’s publishing agreement is in force. The purchase of these services is not mandatory but optional and solely within the author’s discretion.   On August 29, 2016 he purchased a New York Times Media Marketing package to promote and publicize his work, taking advantage of a discounted rate of $4000 from the regular $5499 price. He again opted to use an installment payment plan, adding a $30 non-refundable surcharge and making his package total $4030. He made the first payment of $1030 that day with the remaining three payments set up for auto-charge on the same day of the three following months. The scheduled third and fourth installments were declined by his bank, leaving a balance of $2000 as of this writing.    On November 21, 2016 Mr. [redacted] contacted us to make arrangements for payment using a new credit card.   On February 23, 2017, Authorhouse received his request for cancellation and refund of the New York Time Media Marketing package for financial reasons. A review of the conversation between Mr. [redacted] and his consultant confirms that his consultant informed him about his intention to have Management review Mr. [redacted]’s account for possible additional discount in consideration of his financial situation. This marketing package has seven elements. Those elements and their statuses are attached for your reference.  Five (5) of the elements were fulfilled prior to his cancellation request.  Two (2) remain open pending payment of the open balance.   We have explained to Mr. [redacted] that based on Section 8.2 of his Self-Publishing Services Agreement (copy attached), the said package was no longer refundable. Section 8.2 B of his publishing services agreement states that: b) Services not Included in Publishing Packages. We will Refund to You the full amount paid for individual Services not included in a Publishing Package, or Additional Services, that We have not fulfilled or started to fulfill, or that We are unable to fulfill as of the effective date of the Termination. If We have fulfilled or started to fulfill a Service or Additional Service, no Refund for that Service or Additional Service will be due to You.   The approval forms for the services included in the package also state that the services are no longer refundable once the form with the author’s signature is received. Due to the number of pages involved, copies of the authorized approval forms for the fulfilled services--BookMad Digital Magazine, the Web Design Setup, the Book Marketing Kit, and the Online Book Ads via Google are available upon request.  The fulfillment of the remaining two (2) services--the Press Release – Essential Edition and the New York Time Sunday Book Review are pending payment. Their approval forms are also available on request.    We understand and acknowledge Mr. [redacted]’s request for refund. However, because our records indicate that most of the services contracted for his book have been fulfilled and in accordance with the terms of his Self-Publishing Services Agreement, fulfillment of services forfeits their eligibility for a refund.  Mr. [redacted] approved the fulfillment of the services prior to his request to cancel and Authorhouse fulfilled most of the services in the package despite the unpaid balance on the account.         We hope the information provided in 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,   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 resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,
Thank you for the opportunity to explain the pre-production and production of Mr. [redacted]’s book.
Attached is a timeline that shows what has transpired from the time Mr. [redacted] purchased his publishing package through March 28, 2016. 
For clarity we have listed his concerns as...

they were stated in his filing followed by our response.
“The manuscript was sent without my knowledge or consent to the Philippines for design, layout and production.”
AuthorHouse LLC is an imprint of Author Solutions LLC, a global company with offices in cities around the world. Mr. [redacted]’s material was assigned to AuthorHouse production staff in our office in Cebu, Philippines and not outsourced to another company.  All the staff members who worked on his project are employees of AuthorHouse LLC . 
Per his Self-Publishing Services Agreement (copy attached), AuthorHouse is not obligated to advise an author which office an employee assigned to the fulfillment of his/her publishing package works out of. 
“I was assigned employees in the Philippines who did not understand the complex inter-connectivity of multiple culture's in early American decorative arts, to include furniture making…”
No matter which office a project is assigned to, the staff members are required to be proficient in the use of our design software and accepted industry formatting styles, their nuances and variations for different genres, such as academic works, fiction, non-fiction, cookbooks, poetry, children’s literature for all ages, journals, etc. These tools along with the instructions supplied by the author are applied to the submitted manuscript and materials to create a document for publishing.  The topic of an author’s project is independent of the assignment of staff to complete the design of a book.
“…there were efforts to blame me for a poor manuscript, low resolution images in an attempt to sell me additional or enhanced services…”
Mr. [redacted] was not “blamed” for the material he submitted.  We recognized that by following his instructions certain submitted materials when placed in our design software would respond in an unflattering manner.  We advised him of the images that were in question and options to remedy the situation.   Also as a courtesy to all our clients, their materials are reviewed for compliance to our standards for publishing regarding libel, copyright, fair use, and content that contains sex and/or drug paraphernalia. Although he had provided evidence of permission to use many of the images in his work, several were submitted without and he was asked to provide them.
Poor manuscript
We are unclear what he is referring to exactly but there was an issue broached with Mr. [redacted] regarding his index.  Attached is the email chain from October 27, 2015 between Mr. [redacted] and several staff members.  Mr. [redacted] was not blamed for the index issues.  Mr. [redacted] explained what COULD happen with the index page numbers and how it could be remedied if it did happen.  He also provided two examples.  Nowhere in the email chain is there a mention of additional services needing to be purchased by Mr. [redacted].  Instead of Mr. [redacted] waiting to review the galley proof to see if the issue actually occurred, he requested to cancel the project and threatened legal action. 
Low resolution images
Some of the images Mr. [redacted] submitted were below the required 300 dpi (dots per inch) resolution the printer requires for printing.  Mr. [redacted] emailed the following to Mr. [redacted] about the low resolution images on January 12, 2016:
Also, we are in the middle of creating the layout and our design team pointed out again the issue of the image resolution (Please see screen shots below). Part of your instructions, is that we should follow the layout of your submitted manuscript, and that includes the sizes of the images.  However, most of the images have low resolution.
In order for us to resolve this you have the following options:
1. Supply again the images with high resolution and same/bigger size on how you want them to be in the book.
2. If you won’t be able to supply a better version, you can sign a waiver.
3. We may also resize the images to improve the resolution, but the layout of your manuscript won’t be followed.
Let me know how you want to proceed with this.
Again, Mr. [redacted] was not blamed for the low resolution images, nor was he pitched any additional services.  Low resolution images are typical when authors provide photos.  Mr. [redacted] was asked how he would like us to proceed and given three options by Mr. [redacted].  Mr. [redacted]’s response is shown in the attached timeline, essentially telling the design staff to do as they see fit.
“…I was told by a supervisor at Authorhouse (Rich [redacted]), I was acting discriminatory against their foreign and female workforce, which is not true.”
We believe Mr. [redacted] is referring to the above mentioned October 27, 2015 email chain, which shows Mr. [redacted]’s response to Mr. [redacted]’s intent to cancel and sue over an issue that had yet to occur.  Mr. [redacted]’s email is not accusatory nor was it intended to read that way.
“I received a product that is difficult to read, random in design, and featuring illustrations that are cut-off, and/or distorted in size, color and clarity…”
The file has been reviewed and none of the issues above can be seen in the final printing file.  Mr. [redacted] will need to elaborate on these claims for us to address them accurately.  For example, what makes the text difficult to read--is it too small, too much on a page?  What page(s) feature images that are cut off?  The color and clarity of the images may be a print quality issue; however, we need the issues to be specified.   If Mr. [redacted] would provide scans of the issues, we can address his concerns with our printer, determine if they are within the standard print variance, and what action needs to be taken. 
Mr. [redacted] approved the galley, cover and pricing on March 17, 2016 and the files were released to our printer network for installation into their systems.  His approvals are attached.
“..at times I have been lied to and give assurances that were not true”
As there were no notes in Mr. [redacted]’s account that allude to or verify this claim, if he would like to elaborate, we will investigate his statement further. 
Implementation of Marketing Services
Marketing services whether included in the publishing package or purchased individually as an add-on service are subject to the terms and conditions of the Self-Publishing Services Agreement. To ensure the timing of his On-line Newsmaker Publication Campaign coincides with the availability of the book for purchase throughout our distribution network, the marketing service elements are scheduled to begin once the book has been released. 
On March 29, 2016, his marketing services representative, John [redacted], emailed him the service’s questionnaire requesting his input and information to enable both the social media expert and the publicist to integrate their efforts in introducing his book into the marketplace and obtaining visibility for it. We encourage Mr. [redacted] to complete the questionnaire and return it to Mr. [redacted] expeditiously.
Desired resolution
Mr. [redacted] is requesting a refund of $2000 for marketing services and an additional $1500 for poor delivery of services and deceptive business practices.
He approved the galley, cover, and pricing, returning the agreements on March 17, 2016.  Therefore, the publishing portion has been fulfilled and ineligible for refund. A stated in his Self-Publishing Services Agreement, attached, “The refund opportunity is exclusive to the amount paid for the Publishing Package as referenced in the Service Order. All other Services are non-refundable after purchase.” Therefore, no refund will be granted for the marketing. 
Mr. [redacted] received a substantial discount on the purchase of his services He asks
In closing, AuthorHouse has allocated the necessary resources to prepare Mr. [redacted]’s work for publication and has waived fees to accommodate his requests for revisions and modifications to his manuscript as noted in the attachment of the timeline for his project.
In accordance with Section 10 of his Self-Publishing Services Agreement, upon receipt of his approval to release his files to print on March 17, 2016, the services of his publishing package became ineligible for refund.  The agreement also states that all other Services are non-refundable.  His request for refund is denied. His request for monetary compensation outside the agreement terms and conditions is declined.
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to explain the Online Newsmaker Publicity Campaign that Mr. [redacted] purchased as well as the [redacted] and his eligibility for a refund.  Mr. [redacted] questions the fulfillment of two marketing and promotional services. It is important to...

recognize that, as stated in the descriptions of each of these services, their purpose is to provide targeted information about his book to multiple media outlets and resources so they may in turn reach out to the consumer.  The decision to review, publicize or recommend a title lies with the media resource; the decision to purchase a copy of the book is at the discretion of the consumer.  Mr. [redacted] writes that he believes Abbott Press owns several publications where his press release could have run.  For clarification on the make-up of Abbott Press and its mission, we refer Mr. [redacted] to the Abbott Press website and the January 22, 2010 press release announcing the partnership between Writer’s Digest and Author Solutions to launch a self-publishing division--Abbott Press.  This association is devoted to helping writers improve their work and realize their dreams of getting published.  http://www.abbottpress.com/AboutUs/News/PR012211.aspx Online Newsmaker Publicity CampaignOn August 21, 2013, Mr. [redacted] purchased the Online Newsmaker Publicity Campaign for the discounted price of $6399.20.  He chose to pay for the service on a 4 installment payment plan, adding a non refundable $75 payment plan fee, making the total $6474.20. A description of the service can be found on the Abbott Press website at:  http://www.abbottpress.com/Servicestore/ServiceDetail.aspx?ServiceId=PKG-1144.  There are two parts to the Online Newsmaker Publicity Campaign:  a six week campaign led by a personal publicist, which includes social media networking thru Facebook, Twitter and a blog; the second part is a more traditional campaign, which includes a press release being sent to media outlets.  Mr. [redacted] returned the Online Newsmaker Publicity Campaign questionnaire in early September.  He completed the payment plan on November 21, 2013 (fulfillment of the service does not begin until the service is paid in full).  On December 12, 2013, Mr. [redacted] was emailed the names of his publicists and the plan document for the campaign.The traditional campaign was launched on February 3, 2014 and ended on March 10, 2014; the social media campaign was launched on February 10, 2014 and ended on March 17, 2014.  The post fulfillment report emails were sent to Mr. [redacted] on March 17, 2014 and March 24, 2014, respectively.  Attached are the reports that were sent to him.  As these reports show, the campaigns were fulfilled as described in the product description.  [redacted]One of the services included in Mr. [redacted] publishing package is the [redacted].  Attached for your reference is a description of the service.  This review is conducted by [redacted], the holding company of Writer’s Digest, and all decisions regarding acquisition are at their discretion.  On September 10, 2013, customer service sent Mr. [redacted] an email instructing him to fill out the [redacted] form.  Mr. [redacted] returned the form on September 21, 2013. Completed forms are then sent to the brand manager in batches once a month.  On September 30, 2013, Mr. [redacted] form was emailed to the brand manager for submittal to [redacted]. On October 8, 2013, Mr. [redacted] galley, cover, and form were emailed by the brand manager to our contact at [redacted].  As the service description states, it is up to [redacted] to decide if the title is of interest to them and if so, they will contact the author directly.  Abbott Press is not included in the decision or in any subsequent negotiations.  Contact with StaffMr. [redacted] writes that he had registered his complaint and was told that a ‘supervisor’ would contact him.  A review of our communications was initiated.  Attached is a call report showing the inbound and outbound calls to the phone number of record for Mr. [redacted] from the time of his purchases in 2013 to date.  The report shows fifty-eight (58) calls were made from August 2013 thru August 2015. Of those calls, only eight (8) were inbound to us; the remaining fifty (50) were calls made by our staff to him. Several of those were from supervisors.   An accommodation of the renewal of the booksellers return program for two (2) years, a $ 720 value, resulted from one of those calls.  His request for re In closing, the decision to review, publicize or recommend a title is made by the media source; the decision to purchase a copy of the book lies with the consumer.  Both the Online Newsmaker Publicity Campaign and the [redacted] services were fulfilled as described.  Their fulfillment makes them ineligible for refund.   We trust this information illustrates the steps we have taken to fulfill Mr. [redacted] marketing and promotional services.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.
In the responce they gave you, it clearly states the Ebook nad Kindle are up on Amazon and other websites, but if you look right now they are not. I contacted them and asked why and as of 8/25 the issue has not been taking care of. So they indeed lied in there responce to you and they have taken my $420 under false pretenses.