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 Regards, [redacted] (I WOULD like to take the agreement, given by the company, but there has been soooooo MUCH time went by, and MANY phone calls supervisers, and staff leaving regually get a new rep, ID HAVE to EXSPLAIN everything again to the new one.....and people I talked to, even SLEEPLESS nights and many TEARSMy book is ruinedI had to hire a PRIVATE editior, I paid for GRAFICS, Xlbris was so soupoused to doBut the "exsperts" were doing such a poor job, I ended up hireing my OWN GRAFICS desighnerI did EVERYTHING, got my own moddel, graffice desighner, at one time had my OWN websiteALSO hired my own, video guy, to do my own Hollywood book trailerMy goal is to latter, have LIVE acters to do book trailer, more like a short filmXlbris, did VERY littleWhich I will say in detail after I type thisAs far as my email campain, they did the begings, BUT I CHANGED words, and said, my own email, and media campain wordsWhat Xlbris DID do, was make a platform, for readers, to know I exstedEdited book, POORLYI have horibel spelling I admint, its INCREADIBELLY emrassing! But, I did PAY them, to fix my mistakes, in spelling, and grammer, ectThey did send me some books, But I found out, less than I thought, and only hard backs, not and only soft, not I got book marks, postcards, BUT NEVER DID I RECIVE MY POSTERI was wrong, about price, THATS the only thing I said wrong, BUT I know in fairness, I SHOULD GET HALF REFUND/ and my book RE-edited and MARKETED for FREEThats ONLY fair, after what I HAVE BEEN threw with THIS, Book Publishing CompanyLike I said, im a FAIR person, and JUST bec, I agreeded to aprove, editing, I WAS LIED TO< BY MY REP, he said, just send author appproval, and hed talk with his superviser, AFTER I sent electric aproval, he CALLED back, said Ms [redacted] Im sorry, my supervier said since you agreeded to editing, thats the way we will print, UNLESS you wanna pay an additional $Im so sad about Xlbris, I havent had a good exsperience, and I beilive Xlibris, needs to do a better job for our just new starting authors, not be preyters, on peoples, dreamsThis was such a BIG deal, for me, I have DONE very LITTEL marketing, and even went threw some very serious, emontional sadness due to this very unfortentate turn of finding Xlbris, as my FIRST publishing comapany for my Book, [redacted] ***Thank you, Sincerilly, and PRAYFULLY, [redacted]

Dear Revdex.com, Thank you for giving us the opportunity to review Mr.***’s sales and royalty data and the “missing” library order Mr [redacted] purchased the Create package from LifeRich Publishing on November of for $999, added a Library of Congress Control Number for $and chose to take advantage of an installment Payment Plan option, which added a processing and sfee of $75, making his total publishing package, $1, In 2016, in preparation for his book entering into retail distribution, he purchased two (2) marketing services, the Booksellers’ Return program for $and the Ingram Supplemental Marketing for Mystery, Horror, and Suspense novels for $In total Mr [redacted] has invested $2,to publish and promote his novel, [redacted] ***His book completed its production and was submitted into the distribution channel on March of 2016, at the end of the first quarter of Royalty Policy When Mr [redacted] purchased his publishing package, he electronically signed the LifeRich Publishing Self-Publishing Services Agreement, copy included for your referenceSection discusses royalties, Section reads: Royalties shall be paid to You based on the initial sales of Your Work during a calendar quarterSales of used copies of Your Work, sales of Your Work to You, and copies of Your Work supplied to any person or entity free of charge do not qualify for and do not generate Royalties Mr [redacted] references this Agreement in his letter, stating “As per The Contract with LifeRich, I would receive royalties for my novel when each book is printed.” According to the Agreement however, royalties are earned when a book is purchased, not solely when a book is printedFor example, if a number of books are printed to keep on the shelf of a bookstore, the royalty is only generated when a copy is sold, not when the initial printing takes place Missing Library Order In September 2016, Mr [redacted] contacted us regarding an order of five (5) copies of his book that he asserts his local library placed in May of that does not appear on his royalty statement and therefore royalties were never paid to himWe asked for his cooperation in pinpointing the print origin of the books the library had in order for us to return to the printer with questions about their absence from the sales data they had reportedWe requested this evidence of purchase in order to identify the print vendor and to be able to go back to them with specificsThis documentary evidence is most often the printer codes and dates that appears on the last interior page of the book or a receipt showing when and from whom the book was purchasedWithout specifics, re-audits rarely uncover any new information Although Mr [redacted] did provide us with a URL showing that the library lists his book as available thru three (3) of their branches, we received no information that identifies the book’s printer, the library’s vendor or when the purchase was made Sale and Royalty Audit Upon receiving this complaint we requested another full audit from our distribution partners of all sales data for his ISBNs dating back to the book’s initial publication in March to the presentUnfortunately the audit results were held while we awaited responses from all of our vendors and distribution partners; we apologize for this delay In the attached Sales & Royalty Data Report there are two (2) sections--the Sales & Royalty Data Reported tab and the Royalties Paid tabThe Sales & Royalty Data Reported tab shows the information provided to us by our print and distribution partners including the order date, order type, quantity ordered, net sales, the method used to calculate royalties, the actual royalty, and the book format The Royalties Paid tab lists the breakdown of royalty payments made for each quarter The audit results show no retail sales reported by our distribution partners in the 2nd quarter of (April, May or June) The sales reported are consistent with the royalty statements posted to his on-line account Without specifics other than the ISBN and the suspect 2nd quarter, the second audit found no new dataSubsequently no additional royalties are payable Potential Library Order Upon searching the Albuquerque, New Mexico Public Library’s website, we found that they do list three (3) copies of Mr***’s book as being available, not five (5) as he states in his filingAttached you will find a screenshot of their website for reference The audit report shows a three (3) piece order was placed in July of Could this order be the library order which Mr [redacted] references in his complaint? Because libraries have dating (delayed payment arrangements) with vendors on their invoices, it is quite possible that this order was recognized as a sale when payment was made at the end of the dating period, placing the sale in the third quarter As stipulated in the Services Agreement, the sales data for the third quarter encompasses July thru September sales and is scheduled for payment the end of November, which is after we received Mr***’s inquiryAs shown on the Sales & Royalty Data Report, this July order is listed as part of his third quarter royalty earnings, paid via Electronic Funds Transfer on November 30, Refund Per section of his Self-Publishing Services Agreement, with the final sign off for his book and its release to print, it is no longer eligible for refundThe marketing services have been fulfilled and therefore are also ineligible for refund In conclusion, after conducting a full audit of orders placed for Mr***’s book since its release, we were unable to confirm a retail order of five (5) books was placed in May or any other month However, based upon the Sales & Royalty Data Report and the library’s website, we suspect that the three (3) piece order reported for July may be the library order in question Royalties were paid by EFT on November 30, for this sale Should Mr [redacted] disagree, he may provide documentary evidence as noted in the body of this letter so that we may reopen the investigation with our vendors We respectfully decline his request for refund as the publishing and marketing services have been fulfilled 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, She purchased a Black and White Custom publishing package taking advantage of a promotional rate of $from the regular $priceShe also purchased an Editorial Assessment afor $Ms [redacted] opted to use an installment payment plan which added a $non-refundable surcharge, making her package total $1,Ms [redacted] made the first payment of $ that day with the remaining two payments of $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 aservice 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, Per Section 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 standardsAfter passing the review, on March 31, the manuscript was forwarded for editorial assessment Here a section of her manuscript, up to 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 beneficialThe 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, Per the payment plan agreement the second scheduled payment for her package was sfor April 21, 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 takenThe cancellation and refund request was processed and a refund paid to her account on April 26, 2016, within our committed timeline of 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 of the Self-Publishing Services AgreementProjects 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 $non-refundable installment surcharge, Section 8.2(a)Her Editorial Assessment aservice has been fulfilled and is ineligible for refund per Section 8.2(b) The following is a monetary breakdown of the refundService Order Items and costs: Black & White Custom $ 50% eligible for refund Editorial Assessment $ service fulfilled; ineligible for refund Payment Plan Fee $ non refundable Total Order Amount: $ 1, Amount paid: $ Less: (50% of package cost) ($ 474.75) (Editorial Assessment) ($ 199.00) (Payment Plan Fee) ($ 30.00) Refund Amount: $ On April 26, we returned the amount of $to her Visa ending ***, 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

Dear Revdex.com, Thank you for the opportunity to review the subscription terms of the Author Learning Center for Mr [redacted] On May 27, Mr [redacted] contacted us about changing the credit card account he wanted to use for the upcoming renewal of his Web Design & Web Hosting serviceHe spoke with his services representative, Andrei S [redacted] , renewing the service for 3-years at a special rateIn addition he agreed to a 90-day free trial subscription to the Author Learning CenterA 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 months and on the 4th month (and going forward) the automatic monthly subscription fee of $would go into effect unless he cancelled before the 4th month beganThe author acknowledged he understood and clarified with the rep that he could call in anytime during the next months and cancel the subscriptionConfirmation of the subscription, login credentials and the ALC Customer Support toll free phone number were providedOn June 6, 2017, Mr [redacted] called ALC customer support to cancel his subscription and asked for a refund of the $charged to his credit card on May 28, Notice of cancellation was not given prior to the end of the trial period, causing the automatic withdrawal to occurUnder 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 paymentsCancellation of the subscription was received during the first month after the trial period concludedSubsequently, he is ineligible for refundConfirmation of the cancellation of the ALC subscription service has been emailed to himSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review the editorial conversations and actions taken to address Ms [redacted] s concerns with her book Ms [redacted] signed up with Xlibris on October 30, to publish her book entitled “The Final Foul”She purchased a Black & White Executive publishing package at a promotional rate of $and opting for an auto-charge installment payment plan which added a $non-refundable surcharge, making her package total $She made the first payment that day with the remaining two (2) payments set up for auto-charge on the same day of the two following months Ms [redacted] writes that her decision to purchase was influenced by the assurance of her publishing consultant that her package included everythingFor reference a comparison of the packages and their services is available on the Xlibris website The package she purchased contains all the basic production and marketing services needed to release a book to the public, plus enhancement services for each phase of production, marketing and book sales, including additional copies of the book and participation in the 100% royalty program Upon receipt of this complaint, Xlibris conducted a review of the conversations between Ms [redacted] and her publishing consultant and from the review we were able to confirm that her publishing consultant failed to fully explain the level of editorial service included in her package The Executive package includes standard copyediting which identifies errors and suggests specific changes in grammar, punctuation, syntax and spelling prior to the formatting of the manuscript Xlibris offers advanced editorial services—line editing, content editing or developmental editing-- as options at an additional cost dependent upon the level chosen and the word count of the manuscriptIn our review, we found that these options were not discussed with the authorAs each manuscript is different and may or may not require advanced editing services, the decision to add more extensive editorial assistance is solely at the discretion of the author Ms [redacted] contacted Xlibris on April 4, to advise that the editing she had received was not as extensive as she had expectedA review of the phone conversations she had with her publishing consultant, confirms that she brought up her editing needs prior to her purchase of a publishing packageXlibris apologizes to her on behalf of her consultant for the absence of clarification and explanation of the editing service of the package she was considering and the other options available To address her concerns, she agreed to an editorial assessment service for her manuscript to be performed free of chargeThe assessment was conducted on portions of the manuscript to gauge what type and level of editing would benefit the workThe assessment recommended a Developmental edit which combines three editorial services into one—begins with big work evaluation; then Content editing, followed by a Quality Review She declined due to cost In July 2016, we received a refund request The request was reviewed and declined as ineligibleIn her filing she requests a partial refund of the payment made for her Executive publishing packagePer Section of her signed Self-Publishing Services Agreement, copy attached, refund eligibility has expiredIn subsection 8.2.C the timeline for refund eligibility is stated as within six (6) months of the package purchase date Her services agreement was signed on November 6, 2015, months is May 6, Upon receipt of this complaint and after further review of her file, Xlibris through our Author Satisfaction Department contacted Ms [redacted] to offer Developmental Editing for her manuscript at no costXlibris also agreed to put her project under management guidance and monitoring to ensure future concerns are addressed appropriatelyWe await Ms [redacted] s decision on our offerXlibris shall allot the necessary resources and priority to complete Ms [redacted] s project as described in our publishing agreement We hope the information provided with this letter illustrates the steps we have taken to address Ms [redacted] s 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 at least provides information of the situation to meI do not find their statement for not notifying their authors to be acceptable"...we did not send any mass communication as not to disappoint the authors..."Being truthful in business to customers is all that is asked of a company.I see no reason for further inquiries at this timeThank you, Revdex.com, for your assistanceRegards, [redacted]

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 royaltiesOn October 30, 2015, Mr [redacted] purchased the Fundamental Black & White Publishing Package from AuthorHouse for $1,He also purchased our Stock Image Processing service for $and elected to pay in installments which added a non refundable Payment Plan Fee of $The grand total for the order was $1,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, We received his request to cancel the publication of his book on April 17, Refund Eligibility Mr [redacted] is seeking a refund in the amount of $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 publishedFurther, 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 givenIn 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 sto expire on April 30, Subsequently this service is also ineligible for a refund as it has been fulfilledRegarding the Deluxe Website Setup service, this service is not part of his publishing package, nor has he ever purchased this serviceThe link he provided to our website with a description of the Fundamental Black & White package is the current description for When Mr [redacted] purchased his publishing package in 2015, the Deluxe Website Setup was not a part of the packageOn June 7, 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 fulfilledA description of the Social Media Setup Guide can be found here: http://www.authorhouse.com/SocialMediaSetupGuide.aspxAs 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 sitesThis guide was delivered to Mr [redacted] on April 11, 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 depositsDetails 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 madeThe report confirms that the royalties earned and the payments made agreeIn addition, the report confirms Mr [redacted] statement that copies were returned to LSI during the fourth quarter of It also validates that these returned book were from sales made during the third quarter of (highlighted in yellow) for which Mr [redacted] was paid royalty in the Qpayment 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 booksIn 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 paidWe trust this information clarifies Mr [redacted] concernsSincerely, 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 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 and the strongly indicated commission on all sales Regards, [redacted]

Revdex.com: I do not agree that the "evaluation guidelines", if they were on the website, were reasonably accessible Based on the response stating that they were in the section called FAQ, I looked and finally found themThey should not be buried in FAQ which is three levels below the home page Content evaluation is a "go/no go" in some circumstances so it should be "up front" and not buried in FAQ It is a fact that I accepted by phone to settle my claim for 50% of what I was entitled to because the company-provided contract requires a professional arbitration that just to file it costs more than the amount of my claim I received the $but Xlibris earned no goodwill by that settlement 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 Regards, [redacted] Their response at first mentions the date May that I called to start my year contract, the date was actually Feb 28, the start of the month free periodThe response at the end states that I was charged $for the month, no refund, yet my subscription this month was cancelled"Terms of the subscription" was not signed by meNow, I have been charged for something I am not allowed not use I did receive email 11:02AM, June 6: "Your subscription for monthly is expired"A strange credit to my credit card was received June in the amount of $categorized as "other loss".The c/c company has no identifying information to connect it or not to my disputeIf it is the refund, fine, but the Offices in the ALC are not communicating.There was no email from ALC on the possible refundI have had no other disputes with Xlibris over the past years of serviceThis lack of cooperation is disturbing and stressful

Dear Revdex.com, Thank you for the opportunity to review Mr [redacted] ’s special requirements for his manuscriptsWhen an author requires design or distribution elements that are outside our offerings, management staff must conduct a feasibility review prior to entering into any performance agreement Upon receipt of this filing, we initiated a review of Mr [redacted] ’s accountThe review revealed that his publishing consultant failed to follow the protocol for confirming feasibility for the special circumstances Mr [redacted] described for his manuscriptsWe apologize to Mr [redacted] for both the consultant’s inaction and our lack of response to his inquires about his special circumstancesUpon examining the special considerations of the project, we recognized we are unable to fulfill themSubsequently we immediately cancelled the agreement and returned the full amount paid to the Visa card used to make the purchase on June 14, The transaction ID is [redacted] We trust this information addresses Mr [redacted] ’s concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to explain what has transpired with Ms [redacted] ’ project On January 15, 2001, [redacted] purchased the initial spublishing and electronic distribution options from 1st Books Library for the discounted rate of $The paperback distribution and standard promotion package options were added to her contact with their costs waived, making her final total $ Attached is her Worldwide Distribution agreement for your reference.In 2001, Ms [redacted] alerted staff that her manuscript was pages in length She was told at that time, she could make that manuscript into an eBook but not a printed book, as there were not enough pages to accommodate binding of a printed book The first time Ms [redacted] sent material was documented on August 6, Her manuscript was comprised of many separate files instead of one continuous file as is needed to create the galley and insure the manuscript is in the order the author desires She was alerted to this problem Her account was set to inactive status in due to lack of response or contract from herIn July a new manuscript was receivedUpon its review, she was advised that in order for images to print clearly, the printer requires that images be dpi (dots per inch) at the size the author wants them to appear in the book At least times between August and May 2009, she sent low resolution images that could not be used Again, the project went dormant until in when Ms [redacted] sent a new manuscript As stated in her filling, since she was told that her manuscript was too short for a print book, she added almost pages of spam emails that did not pertain to her book topic In August and November of 2012, she was told that her manuscript could not be used as is because it must be 75% her original content and that she would need to obtain permission to use the emails, as well as the images that had been taken from websites Ms [redacted] asked her check in coordinator to “just send me back the edited version of what they deem is "acceptable." This is not a service AuthorHouse provides, as was explained to Ms [redacted] .While an attempt was made by the check in coordinator to contact Ms [redacted] in 2013, her project went inactive until April when she called in, asking to whom she was to send the new manuscript She spoke with Dianne H***, who requested that Ms [redacted] be assigned a check in coordinator That was done and the coordinator attempted to phone Ms [redacted] on April 25, However, the phone number on record at that time was not valid so the coordinator was unable to make contact with her Her file shows no further attempts to contact AuthorHouse were made.Ms [redacted] is requesting a refund of $ However, as evidenced by the signed contract, Ms [redacted] publishing package was only $ As outlined in the contract (copy attached), the cost of the soption ($459) has a conditional refundable amount and a non-refundable amount The first $is nonrefundableThe refundable portion of $is tied to book sales The agreement states: “AMT shall refund the sdeposit of three hundred dollars ($300) to the AUTHOR as soon as 1,electronic copies of the WORK have been sold through the LIBRARY.” As Ms [redacted] project is not available for purchase, no copies have sold and therefore the $is not refundable at this time Her refund request was submitted and reviewed by the executive review board and was denied based on the above criteria.If she would like to continue, she will need to send a manuscript that is at least 75% her original material with no copyrighted images or submit the requisite permissions for use of imagesFor a black and white interior paperback book she will need a minimum of pages.In closing, Ms [redacted] has not sent in useable material for her project She will need to send a manuscript of at least pages, whose content is at least 75% original material Any images she would like to include must be her own and be high resolution After consideration by the executive review board, Ms [redacted] ’ refund request was been denied We trust this information illustrates the steps taken to address Ms [redacted] concerns.Sincerely,Elaine H [redacted] Manger of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to present our side of the case and complete our goodwill refund Mr [redacted] signed up to publish his book entitled “ [redacted] ” with Xlibris on May 4, He purchased a Black & White Basic publishing package at a promotional rate of $and added the Set Your Own Price service at the special rate of $150, making his total purchases $ Content Evaluation Guidelines Content evaluation is a pre-production service that reviews an author’s manuscript to ensure it is in compliance with specified standards for publishing General guidelines and best practices for these standards are posted and available for viewing on the FAQ page of the Xlibris website via the following link: http://www.xlibris.com/faq.aspx Mr [redacted] writes that he was unable to locate these guidelines on our website when he signed his agreement on May 7, Section 4, Subsection of this agreement (copy attached) references that the guidelines are available on our website The section also explains what steps are to be taken if a manuscript does not comply with our Content Guidelines As a result of his statement about not finding the guidelines on our website, we consulted with our web administrator for verification of when the guidelines were posted to the websiteThe current guidelines were posted on our website’s FAQ section on February 17, Mr [redacted] requested that he proceeded assuming that his understanding of the fair use rules in the US Copyright Act would satisfy our guidelines Content Evaluation The content evaluation service reviews all manuscripts submissions for potential risk to the authorThese include copyright infringement, libel, privacy issues, original content and content that would cause harm Mr [redacted] ’s manuscript included quoted content from published articles from the New York Times and other booksIn the absence of written permission from the copyright holder, our acceptable usage allowances for these two scenarios (as published on our website) are: Quoted article content can be no longer than three sentences or percent of the article Quoted book content can be no longer than words Mr [redacted] was given the option of seeking permission for the cited content or reducing them to meet the allowable percentage or word countHe declined both options Cancellation Mr [redacted] requested cancellation and the refund of the payment for the services he purchasedAccording to Section of the publishing agreement, termination due to non-compliance with the Xlibris content guidelines entitles the author to a full refund less a Content Evaluation Fee of $A refund equal to the payments made less the $content evaluation fee was issued to Mr [redacted] ’s credit card on July 9, Mr [redacted] disputed the content evaluation charge to our Author Satisfaction Group, and as an act of goodwill was offered a 50% discount on the charge which he accepted We apologize to Mr [redacted] for the delay in issuing his goodwill refund The paperwork was processed and the $was issued back to his card on August 10, Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to investigate the circumstance regarding Ms***’s Author Learning Center subscription and to issue her a refund Ms [redacted] initially published her full color book with Xlibris entitled “ [redacted] ***” on November 27, On January 9, 2017, Xlibris offered and Ms [redacted] accepted a (3) three-month trial membership to an affiliated author education community site, the Author Learning CenterThe Author Learning Center features content on writing, editing, publishing, and marketing from a variety of industry experts, agents, best-selling authors, publicists, and editorsIn addition, to hosting live webinars where one can interact with the experts, the site provides unique tools such as the Book Launch Tool and the Author’s Circle Once the trial period is over, the Author Learning Center membership becomes a month by month option with a monthly subscription fee of $ Should the author desire to discontinue their access to the ALC site, they must contact the Author Learning Center prior to the end of their trial period or the subscription renewal date for the next month to avoid any future charges Ms***’s (3) three-month trial subscription began on January 9, and ran thru April 8, She contacted the Author Learning Center on March 31, In order to maximize the benefits of her ALC account, Ms [redacted] was offered a day extension of her (3) three month trial subscription, taking her free use of the site thru May 8, Although the extension offer was intended to cover her subscription from April to May 8, due to an oversight, the extension was not properly processed by the assigned representative and she was charged $for the April membershipThis error was discovered on May 1, in a routine audit; however, instead of contacting Ms***, the ALC team logged the free month subscription extension for the next period--May thru June Then since no request for cancellation had been entered, when billing for the following month, June thru July 8, came due, her card was charged the $fee for JuneIn summary, she was charged the subscription fee for both April and June with May becoming the additional free month We thank Ms [redacted] for calling this to our attentionAs a result we have been able to identify additional training needs and address follow-thru and customer courtesy concerns with our staff We apologize to Ms [redacted] for the system recording error for the free month promised her and for not notifying her when we discovered the errorHad the staff contacted her when the discovery was made, the charges to her account could have been dealt with immediately or avoided altogether We regret that we were unable to provide her with exemplary customer serviceWe apologize for any inconvenience, frustration or disappointment with Xlibris or the Author Learning Center that arose from her experience Upon receipt of this complaint, the Author Learning Center processed a refund of the two (2) subscription fees charged to her cardPlease reference the details below: Charge of $9.99, on 4/16/17—refunded 6/13/17, reference # [redacted] Charge of $9.99, on 6/09/17---refunded 6/20/17, reference # [redacted] We trust this information illustrates the steps take to address Ms***’s concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com Thank you for your continued assistance regarding Ms***’s editing and request for refundMs [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 editorUntil 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 responseShe questions why she would have been told “to take out more than 70,words from the book”When she received the results of the content edit, the editor would have provided comments for the changes suggestedWe 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 partAs 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 errorsIn 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 they asked me to give them examples of editing issues by June 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 modificationsOnce 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 changesOnce we have this information we will be able to advise the next step and if fees will be incurredShe 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 networkAgain, 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 incurredShe 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 PDFWe trust she will be able to open one of these this formatsIf 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 resumedThey have been completed and are scheduled for shipping by the printerRegarding 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 costsMs***’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 responseThe 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 productionBefore a title is released, the author must approve the pricing for all versionsThe pricing approval form was signed by Ms***, copy attachedIn summary, we have yet to receive the corrections information Ms [redacted] writes that she sent to usUntil 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 incurredSince 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 processWe trust this information illustrates our attention to her concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity address Ms [redacted] ’s royalty concernsOn March 7, 2016, Ms [redacted] registered with BookTango for the Freetango eBook publishing optionShe completed the publication of her eBook, “ [redacted] ,” on [redacted] **, ***Ms [redacted] states that she has made inquiries about her royalties yet does not receive any repliesBecause our customer service standard is always to be responsive to our clients, we initiated a review of her account We found a March inquiry about the for she received and the income it stated An eBook representative investigated her concern and emailed her on April 2, with information about the check, the mailing address used and that Content Distributors is the issuing party Ms [redacted] writes that she has not received any royalty paymentsEach of our eBook vendors and distributors report sales data after the close of each calendar quarterRoyalty disbursements occur sixty days after the close of the quarterDuring this time we collect, collate, verify royalty eligibility, and post quarterly statements to the author’s online accountFor your reference, we have attached a copy of the sales and royalty report as posted to her accountQuarterly earnings are subject to a $threshold for paymentEarnings below the threshold amount carry forward to the following quarter and accrue until the total reaches the $thresholdBy the fourth quarter, should the accrued amount remain below the threshold, we initiate payment for the total accrued amount less US Federal income tax withholding should the author have yet to file the appropriate paperwork We issued royalty payments to Ms [redacted] for the sales listed in the sales and royalty report attachedAttached you will find a payment chart listing information about the disbursement of the royalties earnedPlease note that the earnings and payments for both [redacted] and reflect the threshold minimum The chart confirms that we issued her two (2) checks since the release of her eBook, one cashed and the other remaining outstandingMs [redacted] received and cashed check # [redacted] dated 3/28/for Q***, copy attachedAlthough we issued and mailed check # [redacted] , dated 3/28/for Qaccrued royalties, it remains unreturned and uncashedThe mailing address of record is the same as the address referenced in this filingThe check has a lifecycle of days from date of issue, making it negotiable until it expiresOnce the check expires or if returned to us, it is eligible for re-issue In summary, Ms [redacted] has been paid royalties in accordance with the terms for publishing as described on our websiteOf the two (2) checks issued, one remains outstanding and negotiable for days after its issue dateThe check was mailed to the address of record and unless returned to us by the postal service will become eligible for re-issue once it expires We trust this information addresses Ms [redacted] ’s concern regarding her royalty payment Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for bringing this matter to our attention and for the opportunity to present our side of the case Ms [redacted] has raised concerns regarding the price of her book “ [redacted] ” since Author Solutions acquired Trafford Publishing in 2007, and has requested the cancellation of her book This is the first request for cancellation that we have received from Ms [redacted] The list price of Ms [redacted] ’ book was set at $(USD) and $(CAD) This amount was high enough to cover the printing costs of the book and allow Ms [redacted] to earn royalties after industry-standard discounts were offered to sellers Amazon.com had listed the book for $21.92, actually discounted from the list price Amazon.ca showed listings for the book starting at $CAD However, these listings on Amazon Canada were through third-party sellers Trafford cannot control prices set by Amazon, and neither Trafford nor Amazon can control prices set by third-party sellers Per Ms [redacted] ’ request, we have cancelled her book in our system It has been removed from our online bookstore and we have notified our trading and distribution partners of the cancellation Any inventory already existing in the channel may cause the title to be included in the databases of online retailers until that inventory is depleted Please note that royalties have already been paid on this inventory Ms [redacted] ’ original agreement with Trafford was non-exclusive, and she would have been free to republish with another company at any time She is still free to do so, and we wish her the best of luck in her future endeavors We hope the information provided with this letter illustrates the steps we have taken to address Ms [redacted] ’ concerns Please let us know if additional steps need to be taken for an amicable close to this case [redacted] Global Director of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review and address the editing and royalty concerns raised by Ms [redacted] in her letter to your office Ms [redacted] a.k.a [redacted] signed up with Xlibris on September 22, to publish her book entitled “ [redacted] ***”She purchased a Black & White Premium publishing package for the special price of $and opted to use an installment payment plan which added a $non-refundable sand processing charge, making her package total $The production on her book began in October 2010, and was made available for sale with her approval on April 29, The Xlibris publishing process gives authors control over the progress of their book by requiring them to be active in the steps taken to move their writing from a manuscript to the marketplace Before we move forward from one step to the next we must receive expressed approval from the author to do soOur records indicate that all necessary approvals and signoffs to proceed from the initial production to the final distribution stage have been received from Ms*** Copyediting Upon receipt of this complaint, a review of the published work was conducted The results show that the copyediting portion of her package which addresses the correcting of errors in spelling, grammar, punctuation, and syntax may not have been properly executedFor this we apologize In addition we found changes were introduced by Ms [redacted] during the design stage and after she approved the edited manuscript that created more editorial issuesTo address these editorial concerns with her book, Xlibris will honor Ms***’s request to re-edit her bookThe corrected manuscript will be sent to Ms [redacted] for review within the next ***s Upon her approval of the re-edited manuscript it will be endorsed to our production team for design and layout Since the original package was purchased in 2009, some of the marketing services included are no longer available and have been discontinuedOnce the book with the updated content is completed and approved, we will re-launch those marketing services included in her package that are still offered or available---the Book Review, Press Release (Edition), hand out materials (business cards, postcards, bookmarks and posters), and CD ROM ArchiveThe copyright for her title has been registered in her name under Registration Number [redacted] Royalty & Sales Data Ms [redacted] states that she is not receiving royalties The accuracy of royalty earnings and their payment is very important to us Therefore, we initiated an audit of her sales and royalty data from her title’s initial publication thru the end of the third quarter of A copy of the resulting Sales and Royalty Data Report is attached for your reference The audit report is in two sections—the Sales Data Reported lists the information provided by our distribution network printers and vendors and the Royalty Payments provides the breakdown of payments and when they were madeThe report shows that her book had sales and earned royalties in five (5) quarters--Q& Qof 2014, Q& Qof 2015, and Qof The Sales Data section shows the date and type of sale, vendor, format, quantity, royalty rate, withholding tax and royalty earnedThe Royalty Payments section shows the checks issued Ms***’s Author Agreement ( copy attached) stipulates that the royalty is a set percentage of the Suggested Retail price: of the book: 10% for softcover and hardcover books sold thru bookstores, libraries and resellers; 25% if sold thru the Xlibris website bookstoreFor E-Books she received 50% of the selling priceThese percentages are consistent with the audit report The audit confirms the information posted to her royalty statements is accurateRoyalty statements are accessible to her thru her My Author Center Account via our website Royalties are paid quarterly following a $threshold requirementRoyalty for the first, second and fourth quarters must amount to at least $to be qualified for its quarter’s payoutRoyalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payoutIf the accumulated royalty earnings fail to reach the threshold throughout the three quarters, royalty is paid out on the third quarter regardless of the amount Our audit found that we have issued checks to Ms [redacted] in accordance with the payment schedule and royalty payout requirements A total of three (3) checks have been issued and mailed to the address of record at the time they were issuedTwo of the checks--one issued in November and one in November 2016--were returned by USPS as undeliverableEach time, upon their return, we reached out to her requesting a valid address to re-send the check to We received no reply In this filing, Ms [redacted] was required to provide contact information That identifying information—physical address, phone numbers and email--did not correspond with any of the information on her account except for the email address which is listed as the fourth alternate email for us to reach herIt is the responsibility of the author to notify us of any changes in contact information We will consider the contact information provided with this to be notification to update her informationWe have updated her account and are re-sending royalty check # [redacted] dated 11/15/to her via Certified Mail, tracking number [redacted] ***, to the [redacted] address Federal Withholding tax To comply with US tax withholding and reporting requirements, we are required to withhold 28% tax from royalty income unless there is a valid signed IRS W-form from the author on filePer federal regulations, the amount withheld is deposited with the Internal Revenue Service quarterlyAs Ms [redacted] has yet to provide this document, taxes were withheld from her royalty earnings and will continue to be withheld until which time she submits the appropriate IRS formWe direct her to her My Author Center account on our website where she may view the forms and complete the submission Refund and Termination Ms***’s desired settlement is confusing She states that she wants us to re-edit her book and re-market it at no additional cost to her and also asks for a refund and the cancelation of her author agreement As the work was completed and released with her approval she is no longer eligible for refund We have agreed to re-edit and re-launch her book at no additional cost to her In August of 2016, at her request, she was provided instructions on how to cancel her agreementShe was advised to send a signed letter of intent to that affect To date no such letter has been received In summary, after a review of the copyediting of her manuscript, we agree that the editing was lackingWe have committed to re-edit the work and prepare a revised version of her book With her approval we will re-launch the book into the marketplace utilizing the marketing tools listed above An update of the contact information on her account has been made and the outstanding royalty check has been sent to her via Certified Mail We trust that Ms [redacted] will keep us abreast of any future changes in her contact information We hope the information provided with this letter illustrates the steps we have taken to address Ms [redacted] ’s concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com Thank you for the opportunity to further investigate [redacted] ’s concerns Ms [redacted] states that she did not purchase her publishing package in using a payment plan, rather paid in full for the purchaseAttached again are the forms Ms [redacted] ’s Publishing Consultant completed at the time of the phone order Page 3, the Payment Plan Agreement, breaks down the payments into four installments totaling $719, plus a payment plan fee of $30, for a total cost of $ Also attached is Ms [redacted] ’s Account Activity Report (available to Ms [redacted] through her Author Center at https://www.authorhouse.com/Login.aspx), also depicting the total payment of $Per the evidence above, Ms [redacted] ’s publishing package was paid in monthly installments, and she incurred a payment plan fee of $ The refund of $paid to her represents the full amount she paid for the publishing package The payment plan fee is non-refundable Our records show that the refund check for $has been received by Ms [redacted] since our previous responseWe trust this information addresses Ms [redacted] ’s concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

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 companyShe took advantage of a special discount offering securing the packages at $each In November 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 noticeIn January 2016, we received one new manuscript from her On January 13, 2016, the new manuscript began our content evaluation processOn January 18, Ms [redacted] was notified that her manuscript failed to meet our content guidelinesAfter 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 cheCoordinator 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 daysOn February 5, after Ms [redacted] was not contacted within the given time frame, her CheCoordinator gave her the contact information of the representative that was responsible for handling her refundsOn 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 messageOver the following week, Ms [redacted] attempted several times to reach the refund representative, but was unable to do so until February 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 refundsBoth refunds have been approved (each in the amount of $for a total of $3358.80) and will be paid via check which she should receive within 3-weeksWe thank Ms [redacted] for her patience Sincerely, Elaine [redacted] Manager of Author Satisfaction