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.The editorial is telling the true that there were intents to fullfill my requirements but also, are lying about I had the right to just one round of corrections, and lying about changes were made at requested then I sent new changes. Changes were not made as requested so I asked them to fix all mistakes their own staff were doing in the correction, I have proof either and I will bring the proof as attach document . Even if they place the book to sale, they still with dubt about changes were made correctly so, they asked me to wait until I see the physical book before they will be able to send me the other 6 copies I allow to have for free after I revise the book. I told them I will not drop this complaint until I be 100% sure, everything is finally correct.Moreover, I sent to them an email with the proof of the profesionalism I received from their representative or Author Asesor or however they want to call them in 2012, it was a real professional help, now in 2015 or they are in a poor management or they just become an irresponsable company that want the author to pay money fro the worse possible service. Aparently they offer for me free of charge two rounds of corrections but because from the beggining I had two and because that changes to be made were caused by the lack of responsability of Jose [redacted], it is kind of not giving me anything for free at all. Just they were fixing their own mistakes.As I reestate about I will drop this case, until I see the physical book and check the it is made with quality and the mistakes are corrected. The book will arrive in few days. So, this company have to wait few days to see this issue solved in amigable way as they wish to be resolved.The document attached is just copy of those emails but I already resent the original emails to the Revdex.com of El Paso email adress in case they were needed.Regards,[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.[Provide details of why you are not satisfied with this resolution.]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 do not except the business response.  They have made no attempt to offer a financial settlement in the form of a refund.  Plus,  they have continued to elude and evade the issues I have presented in this complaint.  I want them to address all of my complaint issues.  They have not addressed all of my issues and the ones they did address are evaded by them in terms of not  addressing the issues in a meaningful, unbiased and comprehensive manor.Regards,[redacted]

Dear Revdex.com Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding fulfillment of two services included in her publishing package. Ms. [redacted] writes that she has yet to receive the LCCN (Library of Congress Control Number) and the Copyright registration services contained in...

the Bookstore Advantage Publishing Package she purchased in September of 2016.  Both these services are fulfilled thru the Library of Congress, yet different departments administer them. Subsequently, the fulfillment of these services require separate application forms, materials submissions and turnaround times. In December of 2016, the LCCN for Ms. [redacted]’s title was submitted along with the required content materials.  The Library of Congress responded assigning the number, [redacted], to her title.  Her book was released on [redacted] with this number becoming part of the interior of her book, appearing on the copyright page. Ms. [redacted] cancelled her title’s publication with us before the Copyright Registration service had completed the submission and certification process.  As the registration process has several steps and requires the Library of Congress staff to read and validate the uniqueness of the contents of the work, we allocate a timeline of 12 months for the process to complete. Although that timeline has yet to lapse, she chose to abandon the registration and requested a refund. After reviewing her account, we waived the eligibility restrictions on package services once the book has been released.  On November 17, 2017, a refund for the package value ($70) of the copyright registration service was approved and payment issued to the credit card used to make the purchase.   The transaction ID is: [redacted]. In summary, the LCCN as assigned by the Library of Congress in [redacted] appears on the copyright page of her book, making it ineligible for refund consideration. We extends our apologies to Ms. [redacted] for any inconvenience or frustration caused her regarding the timeline for completing the Copyright Registration for her title. A refund for the package value of the registration was issued to the credit card used to make the purchase.   We trust this information 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
I contacted both the...

Tampa, FL USPS facility and the Bloomington, IN USPS facility. The order is not at the Tampa, FL location like Xlibris claims. The Bloomington location confirmed to me that the package is also not at their facility but was indeed sent back to Xlibris. The USPS admitted that the carrier that returned the package to Xlibiris did not correctly scan the item to confirm that it was returned to Xlibris. They do, however, maintain that the package is in the hands of Xlibris. While I do plan to file a separate complaint against the USPS, Xlibris is incorrect to claim that the package is in the Tampa, FL USPS facility. 
Again, the United States Postal Service is adamant that my package was indeed returned to Xlibris on October 15, 2014. I understand now that the USPS made a mistake during the shipment of my order, however, I have exhausted my options. The customer service I have received from Xlibris so far has been dis-satisfactory and it would be appreciative if they could be more proactive in tracking down my order instead of simply referring me to the USPS. They share the obligation with USPS to make sure it's customers receive their orders.   
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 find it very convenient that this company chose to not respond to my email until after I had filed a complaint with Revdex.com. Even then they did not resolve the issue there has been no response to my return email. This company has REPEATEDLY refused to resolve this issue.  I have made every alteration that they have asked for over and over and over. I have an abundance of emails from them repeating the exact same things with various different changes and solutions I can make to resolve the issue. I make the alterations, there is nowhere in that manuscript that identifies where things happen, I no longer have dates listed in the book as to when events happened, the names of people in the book are false unless it is someone famous, I didn't name my parents, I didn't even state that my sister was my sister. I even took a pen name to resolve the issue. They keep coming back and telling me I can't say anything negative about anyone. That is complete bunk.  There is no libel problem this company simply refuses to do what they said they would do from the beginning for one reason or another they decided they do not want to publish the book and they have done everything they could to steal my money by not having to provide the service and making it absolutely impossible to please their "evaluations".  I have done everything they have asked of me and more. They refuse to publish the book. This is a theft clear and simple they made the decision some time back to not publish my book and they then decided that they would keep me on the line until their "contract" denied me the possibility of a refund. I was assured of a complete refund if the decision was made to not publish this book. I was assured of that by their employee [redacted]. I was very insulted repeatedly by their employee Matt G[redacted]. This has been nothing but a nightmare.  I and I alone have the right to tell my story. I trusted them to help me with that. That have defiled the beauty of my story. They are aware that the names are fake and yet repeatedly they either refuse to listen when I tell them that or the refuse to read the repeated emails, because they keep coming back to me over that.  I have felt violated by their strong arm tactics to force me to not publish this book. They chose to be in business. They chose to offer this system. They chose to lie throughout the process and when a contract is done under false pretenses then that contract is void. They either publish this book or they refund my money in full period.
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.
Can you tell me the status of my Complaint ID [redacted]?  I am concerned about my refund due,  $5,339.90 minus the penalty due (approx. $690.90) equals $5,649.00.  Author Solutions, LLC has had my money for five months or so, and I could use it back!  
Regards,
[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.
 AS per the attached letter the writer did acknowledge blame as he clearly stated that he was not sure how the service was explained and how it was carried out.   No on was able to tell me when it was carried out, nor did they even inquire as to the seller of teh service waht type of explanation was given to me It was never carried out as all the said places claimed never to have heard of or from the company and also my book.They have already written that I am entitled to a refund and will be holding them to it even up to the highest court in the land. The company has been known for dishonest tactics. Incidentally, permit me to ask where was the writer of this response as I have never heard a word from him during any of the printing process of which he speaks so authoritatively. . I am not the only one that is complaining , attached find some recent reviews regarding  
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 them. They 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 $75 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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms. [redacted]’ concerns regarding the sales phone calls she has been receiving from AuthorHouse. Ms. [redacted] has one book published through AuthorHouse. Because of this, her information is listed in our system as a possible lead for new...

publishing opportunities. It is customary that our sales representatives make several phone calls to our clients to keep them abreast of new services and promotions for publishing packages and/or marketing services. We apologize if these phone calls and/or e-mails have caused Ms. [redacted] any inconvenience as they are not meant to do so. Upon receipt of her filing we immediately placed a Do-Not-Contact status on her account.  Based upon her statement that she had previously requested this designation, we sought to determine where the breakdown in honoring that request occurred so that we might proactively prevent a similar situation happening to another client. After reviewing the communication notes and emails on her account, we were unable to find the point(s) at which her requests were made. Subsequently, the procedure for adding the do-not-contact status to an account has been reinforced with the sales staff assigned to her account. In closing, we apologize that Ms. [redacted] has continued to receive sales phone calls and/or e-mails. The Do-Not-Contact status was applied to her account immediately upon our receipt of this complaint filing. Per her direction, the status designates that no representative is to call or email her unless she has initiated contact and requests further communication. We trust this information illustrates the steps taken to resolve Ms. [redacted] concern. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
From: [redacted] <[redacted]@yahoo.com> Sent: Tuesday, May 23, 2017 10:11 PM To: info Subject: Complaint #[redacted] - Autherhouse Publishers  Greetings Revdex.com, Indiana:   I am the originator of the above numbered complaint. The Authorhouse publisher with Authorsolutions are one of the most disreputable in the field. They have completely cut out the author from his work and have peddled the book in their own name. Once published and registered the author loses all control. The finished book is registered in their name and not the authors, and therefore the control of the book from that point on is theirs. There is no accountability for the writer. By not paying royalties since 2011 they have raked in millions of dollars over the years in this scam on the unwary.  No wonder the Najafi group purchaseed Authorhouse and Authorsolutions for 116 million because it was outwardly profitable, but the sale was a coverup and probably may take a chapter 11 later due the complaints and law suites that may will be filed against the new owners and Authorhouse. There will also be a tax dodge for the Najafi group that purchase the publishing house. If so I hope the authors get some small share, but poof..... they won't. The money's gone south with the old regime. I am discussed and somewhat intimidated by the backers of Authorhouse and Authorsolutions.You may well hear from me later. [redacted], Batam Island, Indonesia. However, we can try to obtain justice, so that others may not made victims of he rouse.
Regards,
[redacted]

Dear Revdex.com, Thank you forthe opportunity to investigate and resolve Mr.[redacted] concernsand request for a refund. Mr. [redacted]purchased a Book Launch Premier Pro publishing package from iUniverse on May 7,2014.  He received a discount from theusual package price of...

$4,299, purchasing the package at a cost of $2,579.40.  He was sent a Publishing Services Agreement,which he signed and was received by iUniverse on May 28.  On August 27, Mr. [redacted] added on theHardcover Publishing service, at a price of $350. Mr.[redacted]’s point of contact for the submission process was Check-InCoordinator [redacted].  Mr. [redacted] reachedout via email and telephone on May 31, 2014, explaining the steps in thepublishing process and attaching several reference documents.  The attached Submission Checklistspecifically states that the manuscript must be submitted as a Microsoft Word document.  This is because iUniverse designers lay outthe text of the manuscript in our design software to ensure that theformatting, page size, and other elements are correct for printing.  Mr. [redacted] submitted his manuscript,which moved forward to the Editorial Evaluation process on August 8, 2014. After theEditorial Evaluation, Mr. [redacted] submitted his final manuscript as a PDFdocument, and as a Word document containing scans of text.  He worked with [redacted] of theEditorial Department, who attempted to explain why a Word document isnecessary.  Ms. [redacted] also contactedour conversion team to see if the PDF could be converted to a text-only Worddocument, but unfortunately it would not be possible.  Attached is an email from Ms. [redacted] to Mr.[redacted] on October 13, explaining again that we would need a Word documentin order to proceed. In December2014, Mr. [redacted] requested a refund for the publishing package.  Attached are emails between the author andCheck-In Coordinator [redacted] in early January 2015, in which Mr. [redacted]confirmed the refund request after giving Mr. [redacted] options for movingforward with publication.  Mr. [redacted]entered a refund request into our system on January 15.  Unfortunately, Mr. [redacted] then left thecompany and the refund was not followed up on. Our records do not show that Mr. [redacted] contacted us after thatdate, before filing this complaint. Upon receiptof this complaint, we moved the refund forward in our system.  The Hardcover Publishing service was refundedin full.  Per the terms of the AuthorServices Agreement signed by Mr. [redacted], after submission of themanuscript he is due a refund of 50% of the purchase price, and after sixmonths of the purchase date no refund is due. However, as a show of goodwill and to apologize for the delay in therefund processing, we have refunded $1289.70, which is 50% of the purchaseprice.  The refunds were paid on April 16and should reflect on Mr. [redacted]’s credit card within 3-5 businessdays.   Credited$1289.70 back to Visa ending [redacted], transaction ID[redacted]Credited $350back Visa ending [redacted], transaction ID [redacted]  We trust this information illustrates the steps we have taken to address Mr. [redacted]’sconcerns.   Sincerely,[redacted]Manager of AuthorSatisfaction

Dear Revdex.com,Thank you for the opportunity to explain the Hollywood Coverage marketing service and the status of the refund for that service for Ms. [redacted].On June 6, 2007, Ms. [redacted] purchased two (2) Essential Paperback publishing packages. On October 3, 2007, her title “[redacted]” was...

released to print with her approval.  Materials for the second package have yet to be submitted.On November 11, 2013, Ms. [redacted] purchased the Hollywood Coverage marketing service for $859 for her book “[redacted]” although she had yet to submit a manuscript or materials. Thru this marketing service an entertainment industry professional develops a synopsis and analysis of the book with consideration for the elements that Hollywood looks for when considering adaptation for their medium. A full description of the service can be found on the AuthorHouse website at:  http://www.authorhouse.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-1286.  On October 20, 2014, Ms. [redacted] called and stated that she wanted to hear from Hollywood regarding the Hollywood Coverage for her book “[redacted]” before proceeding with publication of the book.   Ms. [redacted] was advised that the book must be available for purchase before the fulfillment of the Hollywood Coverage could begin.  On January 23, 2015, Ms. [redacted] emailed the book orders department asking for a refund on the Hollywood Coverage marketing service, as it had not been fulfilled.  Leslie [redacted] from the marketing fulfillment department phoned Ms. [redacted] and again explained that the book must be complete in order to fulfill the service so that a physical book could be submitted to the screenwriter.  Ms. [redacted] told Ms. [redacted] that she would like a refund on the service.  Ms. [redacted] created the refund request for the marketing service.On February 2, 2015, the refund was denied by the customer satisfaction team because the service order date exceeded one year.  The service was purchased in November 2013 and a refund requested in January 2015.On May 4, 2015, Ms. [redacted] emailed the book orders department again requesting a refund.  Because the book order department does not handle refunds for marketing services, the email was forwarded to the customer satisfaction department.  The request was again denied.As a courtesy to Ms. [redacted], an appeal of her refund request denial was prepared and presented in August 2015 for Executive Review.  After their review, the status of her refund request remained the same. Ms. [redacted] will not be granted a refund as the request was made over one year after the service was purchased.If Ms. [redacted] would like to continue with Hollywood Coverage service, she may do so by:completing the production of her book “[redacted]” and proceeding with the service, or transferring the Hollywood Cover service to her completed project “[redacted].”  As this book is already in print, the fulfillment of the service would not be delayed while waiting for the book to complete publication. Should she desire to make this change, she may do so by advising us of her decision.In closing, Ms. [redacted] will not be granted a refund of the Hollywood Coverage marketing service.  If Ms. [redacted] would like to continue with the service for her book “[redacted],” she must first complete the publication of the book and then the Hollywood Coverage can be initiated and completed.  As an alternative, the marketing service could be moved to her completed project “[redacted].”   We await Ms. [redacted]’s decision on how she would like to proceed.Sincerely, Elaine [redacted]Manager of Author Satisfaction

Dear Revdex.com,
Thank you for the opportunity to explain the content evaluation and refund timeline for Mr. [redacted]’s project. 
On September 15, 2015, Mr. [redacted] purchased the Premier publishing package for the discounted price of $799.50.  He chose to pay for that package on a three...

installment payment plan, which added a $30 non refundable payment plan fee, making his total $829.50.
On September 22, 2015, Mr. [redacted] submitted his manuscript. 
Content Evaluation
Each manuscript submitted to iUniverse undergoes a content evaluation.  Content evaluation is the process in which iUniverse assesses the manuscript to ensure that it meets the standards for publishing.  Manuscripts are reviewed for copyright, libel and content that contains sex and/or drug paraphernalia.  This is done to identify any areas of the manuscript and cover design that could potentially put the author as risk for copyright and/or libel.  More about this can be found on the iUniverse website at http://www.iuniverse.com/faqs/Content-Evaluation.aspx. 
On October 14, 2015, Mr. [redacted]’s project failed the content evaluation for libel and copyrighted text in the manuscript and the lack of permission for use of the cover art.  Mr. [redacted]’s Check-In Coordinator, Emmanuel [redacted], emailed the results of the content evaluation to him. 
A revised manuscript was submitted on November 1, 2015. On November 3, 2015 the cover art was reworked with a new design and approved by Mr. [redacted].  On November 3, 2015, both the cover design and revised manuscript were sent to the content evaluation team for review. The manuscript again failed for uncited text and one instance of libel.  Mr. [redacted] emailed Mr. [redacted] the results of the content evaluation on November 9, 2015.
Mr. [redacted] submitted a third manuscript on November 17, 2015.  However, a payment plan hold had been placed on the continuance of work on his project awaiting his reconciliation of the declined second payment.  Mr. [redacted] made the second payment on November 23, 2015 and work was resumed. 
On November 25, 2015, the content evaluation was done and the manuscript again failed for libelous content.  Mr. [redacted] emailed the results to Mr. [redacted] the same day.
On December 1, 2015, Mr. [redacted] submitted another manuscript for review.  It was reviewed by the evaluation team along with the cover design. The manuscript continued to contain potential libel/invasion of privacy concerns with both the manuscript and cover tagged for right of publicity concerns. The results were emailed by Mr. [redacted] on December 8, 2015.
The same day, Mr. [redacted] requested a refund for his publishing package, as he chose to make no further changes to the manuscript. 
Refund
Mr. [redacted]’s refund was submitted for processing and paid by the finance department on December 29, 2015. Per Section 8, Termination and Refunds, of his Self-Publishing Services Agreement, signed copy attached, he was refunded within the thirty-five (35) day refund timeline as stated in Subsection 8.6.  Per Subsections 8.3 and 8.6, the eligible refund amount is $499.50 representing the$829.50 paid in less the non refundable $30 payment plan fee, the $150 set up fee and the $150 content evaluation fee.
Mr. [redacted] was provided the refund details via email on December 29, 2015 by Richard [redacted] in the Author Satisfaction group.
Mr. [redacted] responded stating that one of the credit cards used to make a payment was no longer valid.  Mr. [redacted] replied “The system does not allow a refund to be processed to a different card. Since the payments were made to 2 different cards it will be credited back to those cards. You may contact your bank and provide the refund transaction details I have provided so they will be able to locate both refund transactions. “
On December 30, 2015, Mr. [redacted] was also refunded the $150 content evaluation fee because his publishing consultant, Dianne [redacted], had emailed him on December 10, 2015, stating that he would be refunded “the amount that you had invested less the $30 bank installment fee and $150 set up fee.” 
In closing, Mr. [redacted] chose to forgo making further needed changes to the cover and manuscript for them to pass the content evaluation and opted instead to cancel and be refunded.  Mr. [redacted]’s eligible refund of $499.50 was paid on December 29, 2015.  As an act of goodwill and in keeping with the refund stated by his publishing consultant, an additional sum of $150 was refunded on December 30, 2015.
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction

HelloMy problem with this company is there were 11 emails prior to my agreeing to the terms, which would give me a discount, but only if I signed right now. I asked, over-and-over, about the availability of a cloth hard cover. This is what I wanted and what I eventually got from another publisher. I attempted to cancel this order just days after it was processed, because they had acknowledged that they could not do what I desired. I was told that the order was cancelled, but the billing continued. I called again when I was billed a second time. It is apparent that these people only care about your credit card number and not about your publishing desires. I would recommend this company to no one and shall be writing a review, saying so, on another site. I have reviewed the response made by the business in reference to complaint ID [redacted], and reluctantly find that this resolution would be satisfactory to me. 
Regards,
[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 bringing Ms. [redacted] concern about the refund amount she received to our attention and for the opportunity to bring this case to a fair and reasonable resolution.Ms. [redacted] signed up with WestBow Press In October 2014 to publish her fantasy genre novel in two...

volumes.  She selected the Pro Format packages for both books and added a Press Release marketing service to the first package.As a division of Thomas Nelson & Zondervan, WestBow Press specializes in books of various genres with Christian morals, inspirational themes and family values.  Each title submitted is reviewed by both Thomas Nelson and WestBow Press for compliance to the standards stated on our website. Upon receipt and review of the manuscript for Ms. [redacted]’s first title, it was found to contain material outside the standards required by Thomas Nelson. As material for the second package had yet to be submitted but was of the same style as the first package, both packages were cancelled and refunded. Ms. [redacted] indicates that upon receipt of her refunds she questioned the amounts and has received no response.  We apologize to Ms. [redacted] for failing to address her concern in a timely manner.Ms. [redacted] cites Section 10. Submission Acceptance of the Services Agreement in her complaint and references Schedule A, Section 5. Refunds. She contends that since her manuscript was not accepted by Westbow, it is not subject to the refund policies of Schedule A.  Please note that Schedule A refers to agreements cancelled by the author.  Refund eligibility is also found in Section 18 of the services agreement, copy attached for your reference.  The section indicates that if PUBLISHER terminates the agreement prior to its publication, the refund to the author will be the amount paid less a $150 fee to defray setup costs. Upon further review, we concluded that the language regarding refunds specific to Ms. [redacted]’s scenario is unclear. In addition, we have confirmed that Ms. [redacted] expressed concern about her work meeting WestBow editorial standards prior to signing the services agreement and was encouraged to split the work into two volumes. Subsequently, in the interest of goodwill, we are processing a refund of $150 for each package to be returned to the credit card used to make the purchase.   In summary, we apologize for the delay in responding to Ms. [redacted]’s questions about her refund.  The refund for both packages is being processed today and should appear on her credit card within the next 3 to 5 business days. We trust this information illustrates the steps we have taken to address Ms. [redacted]’s concern.Sincerely,[redacted]Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me with several comments to serve as clarification of this complaint. 
Regards,
[redacted] Dear Elaine H[redacted]:Manager of Author SatisfactionThank you for your prompt reply to my marketing services concerns and refund request.  I will respond to the following sentence of your kind letter in order to clarify my concerns in this issue.Sentence #3This statement is erroneous, my primary contract with Xlibris in 2014 included a website that was not completed. That website was closed by Lance S[redacted] with the approval of his supervisor James A[redacted].  It was at this time that Ory P[redacted] intervened and corrected all my concerns.  As a gesture of good faith he extended the website expiration date to two years because I had already paid for one year and it was not finished.  However, on June 10, 2016 the website was closed, once again, by Ryan T[redacted] with the approval of James A[redacted].  Since Ryan T[redacted] was new to this issue prior to closing the website I asked him to speak with Ory P[redacted] but there was no response from him.  The same information was sent to James A[redacted], since he was the supervisor and was aware of the issue, but he failed to respond as well.Sentence #4I agree to a point with this statement.  As I stated in my complaint the links were not beneficial to my book,  and I list several reasons for the change request. Also the comment stating "we explained" did not take place as you stated.  Sentence #6If, as you say, my last set of repair instructions for the website was sent on August 02, 2016, Why was the website closed on June 10, 2017?Sentence #8Elaine H[redacted] I accept jour apology and I am grateful for the revision that has taken place within Xlibris as a result of this issue.  Yet I refuse to accept that one representative leaving the company can create such disharmony.  The communication breakdown and the "falling through the cracks" I have experienced since 2014 has to be a deeper issue.Sentence #9Although I accept your good judgment and generosity, I disagree with the "terms of agreement" in not being eligible for a refund.  I purchase a service from Xlibris (WOTS), I paid for the service ahead of time and expected the service to be fulfilled on September 25, 2015. If Xlibris failed to supply that service it does not make me, the customer, ineligible for a refund and the monetary amount should be refunded immediately ... Not ten months later.When Ryan T[redacted] notified me that the WOTS service I purchased was not done I asked him for a refund.  I also wrote Ryan T[redacted], James A[redacted] and Hazel J[redacted] asking for a refund and none of the here responded.  Now I need to wait another month for the refund ... A total of eleven months.I think the website should have been up and running for another year, which was what I had been promised and the check for $529.00 should be mailed to me overnight.Lovingly, [redacted]Sent from my iPad

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 me. I 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 time. Thank you, Revdex.com, for your assistance. Regards,
[redacted]