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.
This is COMPLETE FRAUD.  I NEVER put my credit card information into this company website.  I gave my credit card number to the representative Jeff, and asked that he NOT process this until my attorney approved the contract.  My attorney never did, therefore I asked Jeff not to process my credit card in the first place.  The e mails attached verify all my infomation.  I am not furious as to how I UNIVERSE is handling this and still plan to proceed with a class action lawsuit or at least weigh my legal options as they are not taking me serious.  All I have expected is for them to acknowledge that they made a mistake and fix it.  They refunded the money that they took out of my account FRAULENTLY, but are placing blame on me for "Signing up" for their subscription??  NOT THE CASE.  In fact, I would ask I UNIVERSE to show me where I signed any acknowledgement of this "Subscription" and I also would like documentation where I gave them permission to run my credit card. 
Regards,
[redacted]

Dear Revdex.com,   Thank you for the opportunity to provide an accounting of the self-publishing services and marketing opportunities Mr. [redacted] hired Xlibris to perform for him and their fulfillment status.     Beginning on June 17, 2016, Mr. [redacted] made several purchase commitments for...

publishing packages as well as marketing services from Xlibris. An itemized list of those purchases is attached (see document titled List of Services Purchased. For easy identification, the purchases are listed in chronological order with the service order number assigned the transaction, the services selected and a breakdown of their purchase prices. Also, each publishing package purchased is assigned a project ID (PID) and that ID number carries thru to any other services purchased for the title regardless of when they are purchased.   Each time Mr. [redacted] chose to make a purchase, he would have confirmed his intent to the sales representative who would then transfer him to a payments representative to make the financial arrangements. He would provide the payments representative with verbal confirmation of his intent to make the purchase and voluntarily give his credit card information as we do not keep credit card numbers on file. A summary of all credit card payments made to us by Mr. [redacted], totaling $14,401.82, is attached (see excel document titled Payments & Account Reconciliation; tab marked CC Payments by Date).   In addition, for each service order purchase, Mr. [redacted] arranged monthly auto-installments. This option added a non-refundable Payment Plan Fee of $30 to each service order. He agreed to the terms and conditions of the payment plans, copy available on request, and made some payments; however, none of the plans were completed.    Publishing Package Re-alignment On August 30, 2016, after voicing his concern about being able to make the scheduled payments on time, he asked that we cancel two (2) of the four (4) publishing packages he had purchased. The third and fourth publishing packages were cancelled per his request and the funds he had already paid for those orders were transferred to the first two publishing packages in an effort to achieve full payment for those two orders (project IDs [redacted] and [redacted]). Please reference the attached List of Services Purchased for a detailed accounting of the payments made to each service order, cancelled service orders and the transfer of funds received to other service orders thru January 30, 2017.      We have received final sign offs for the above mentioned two projects, meaning that the only thing keeping them from being fully published is the remaining money owed on each order. Copies of these sign offs are available on request. All production and design services included in each publishing package have been completed. We are waiting to send the files for these two projects to the printer until the outstanding balances are satisfied.   A detailed list showing what is included in each of the two publishing package awaiting release is attached for your reference (see word document titled Description of Publishing Packages). Per the terms of his Services and Distribution Agreements, post-production and marketing services will only be fulfilled once the book has completed is publication and authorized for release to print.   The only purchase required to become a published author with Xlibris is the initial purchase of the publishing package. Any marketing services are entirely optional and our authors are made aware of them in an effort to offer as much assistance as possible to those interested. As stated previously, the marketing services purchased by Mr. [redacted] cannot be completed until the book is actually published and we have received full payment for each service. The same is true regarding royalties. Mr. [redacted] did, in fact, purchase the 100% Royalty Program for one of his projects, but royalties cannot be earned on a book that is not yet for sale.   Cancellation of Marketing Services On February 1, 2017, per Mr. [redacted]’s request for a refund, we have cancelled all marketing services that he has ordered. The attached Payments & Account Reconciliation document; Account Summary by SO section shows all payments received, the cancellation of marketing services and transfer of payments to publishing packages with outstanding balances, and the payment of refunds where eligible. Because of several declined payments, there were a number of $30 decline fees on Mr. [redacted]’s account amounting to $510. As a courtesy to Mr. [redacted], these fees have been waived.   Refunds issued: For full detail please reference Payments & Account Reconciliation document. $584.01 was refunded back to his Visa, transaction ID [redacted]. Service Order SO-[redacted], PID [redacted]—cancellation of Marketing Services purchase. $1,328.42 was refunded to his Visa, transaction ID [redacted] Service Order SO-[redacted], PID [redacted]--The Ingram Children’s Premier Marketing service on this order was cancelled. The publishing package work and illustration service were completed, making them no longer eligible for refund,   In closing, it is unclear from Mr. [redacted]’s letter if he wishes to cancel these remaining two projects ([redacted] and [redacted]) or release them as they are ready to be published. It should be noted that because we have received final sign offs for both of these books on September 1, 2016, per the Services and Distribution Agreements signed by Mr. [redacted], no refunds will be offered for the publishing packages or work that has already been completed. We will keep these on hold until we receive a response from Mr. [redacted] with his instructions. If he would like to cancel these projects he would need to provide that request to us in writing.   Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Ms. [redacted]’s concerns regarding errors she found in her book.  Our records confirm that we received payments totaling $540 from Ms. [redacted] toward the purchase of a publishing package. On May 25, 2017, she signed a Services and Distribution...

agreement (copy attached) completing her purchase of a Discovery Publishing package. The following day, her assigned Check-In Coordinator (CIC) contacted her by phone to introduce herself and advise her that a Welcome email and Step by Step Guides had been sent to her. The guide contained information about how her manuscript, materials and any images she wanted to include in her book or on the cover should be prepared for submission. Also, instructions on how to submit the manuscript and materials were included along with a Submission Information Form (SIF) to be completed and returned to us. The SIF asks for specific information necessary to prepare her book; for example, its trim size, how she envisions the cover and any special instructions regarding the layout or design of the interior. Preparation of Book and Approval Process Her manuscript was submitted, passed Content Review and entered the design phase. Using her materials, the designers created electronic files for both the cover and the interior book block. The resulting galley proofs were sent to her for her review on May 31, 2017.    The galleys were accompanied by an email (copy attached) discussing the approval process and the scenarios where additional fees could be incurred. The email stressed the importance of investing time to proof the attached galleys and how to tell us about any corrections or revisions needed. It reiterated that one free round of revisions was included in her package and that any additional rounds of changes or a new manuscript submission would incur fees. The fees were listed in the email as well as in the Welcome packet guides. The email explained that once the author signed the approval forms the book files would be released to print.  If changes were requested AFTER final approval, in addition to revision fees, resubmission fees of $200-$250 would be charged for the printers to remove the files from their system, install the revised files and validate them within their print system. These printer resubmission costs were also included in the Welcome information material. In addition, the suggested retail prices for both the paperback and e-book formats and their respective royalty earnings percentages were included in the email. Ms. [redacted] was given the opportunity to approve the galleys as ready for print as they appear or to identify changes so we might implement them and prepare a new galley for her review.  No revisions were requested and she approved the files on May 31, 2017.  Per section 2 of her Services and Distribution Agreement, her work was released to print. Request for Changes after Approval On June 12th, after receiving her complimentary printer copy, Ms. [redacted] advised that her book contained mistakes and that although she had been told the book would be proofread by her CIC, it was not. She acknowledged signing off on the book because she believed the editing department had taken care of everything.   Assistant Manager of Operations, Tim M[redacted], contacted her the following day, June 13th, to schedule an appointment to speak with her about her concern. They communicated by email regarding her expectations and the results of his investigation into her claim. They agreed to place a hold on the printing of her book until her concerns were satisfied. Mr. M[redacted] reminded her that the author has control of the content of their manuscript and we do not proactively edit them unless the author purchases editing services. Her publishing package did not include any editing services nor did she purchase any separately. He confirmed that the CIC representative had extended help to her by doing a spell check of her manuscript. The spell check is limited, correcting only misspelled words and was performed on her original manuscript prior to the Content Review phase. To address issues like grammar, punctuation, or content development, she would need an editing option beyond the spell check. Mr. M[redacted] suggested she consider having her book reviewed thru our Editorial Assessment service in order to help her determine what level of editing her manuscript needs. Although the cost for the Editorial Assessment is $299, he offered a discount if she were interested. She explained that her book project budget had already been reached. Another option he posed was to find someone outside AuthorHouse to edit her manuscript. Then, after she was sure the manuscript was the final document, send it to us. He would waive the revision costs as a onetime only courtesy. Ms. [redacted] agreed to consider this option. New Manuscript On June14, 2017, she submitted a new manuscript and notified Mr. M[redacted]. He reiterated that the one-time courtesy fee waiver had been setup and would be applied to this submission as her final manuscript. On June 23rd galleys for the new submission were completed and sent to her for review.   On June 24, 2017 we received another manuscript. As her one-time only waiver had been applied to the June 14th submission, any additional re-designs of her book would incur fees. She was advised that using the newest manuscript (June 24th submission) would incur a re-design fee of $250. After considering her options she approved the June 23rd galleys on June 28, 2017. The revised version of her book was endorsed to the printer on June 7, 2017. The time line for resubmission installation is 10 to 15 working days.   In summary, some confusion and misinterpretation of terms appear to have surrounded the approval of Ms. [redacted]’s initial galley proof. We acknowledge and apologize for any frustration this may have caused her. To accommodate her concern we extended a one-time only fee waiver for the submission of a new manuscript, its re-design and placement in the distribution network. The new manuscript has been designed, approved and sent to our printers. We trust this information illustrates the steps taken to address Ms. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the status of Ms. [redacted]’ book. On June 30, 2008, Ms. [redacted] purchased the Essential Color Paperback publishing package for the discounted price of $449.  At the same time, she also purchased copyediting for $12, one color illustration for $189,...

and was given the US Copyright Registration at no charge, for a total of $650. On A[redacted] 27, 2013, she purchased seven (7) personal touch level color illustrations and a custom cover illustration for $941, 50% off the regular price. She chose to use a payment plan which added a $30 non-refundable set-up fee, making her purchase total $971. In her filing she makes reference to lack of transparency, unprofessional-ism, confusion and deliberate mix-up of documents to confuse her or to get her to spend more money.  We take the comments of our clients seriously and welcome the opportunity to review and ensure that the services our clients have entrusted us to perform for them are fulfilled accurately, on time and professionally. Without more specific information we are unable to directly address some of her concerns.    During the eight (8) years her project has been in progress, she has had many different staff members helping her with the various phases of the preparation of her book. She began the pre-production stage of her project in July 2008 and her manuscript completed its copyediting phase in 2009. However, from November 2009 to April 2012, her communication with us went dormant. In September 2013, with her direction the preparation of her book resumed. Over such an extended period of time, it is reasonable that staff members allotted to work on her project might receive promotions, be transferred to other departments, temporarily assume the roles of team member during vacations or other absences, or leave the company.  These changes in staff may have caused some temporary confusion while the newly assigned team member is becoming familiar with the status of her project. Print Status Confusion In this filing Ms. [redacted] quotes two recent emails (one from July 27th; one from A[redacted] 1st) regarding the distribution status of her title. We agree they are confusing as they contradict one another.   The first email confirms that, as she requested, her title is earmarked to NOT be offered for sale to the public through our website or our distribution network. It also makes clear that she will receive a printed copy of the book.  In order to provide that copy, the files are installed at one of our printers, the copy printed and sent to her.  The files are then disabled and the option to print is cancelled.    The second email is our standard email for when an author cancels the publication of their title. Since her agreement and cancellation with us is unique, it should not have received this standard cancellation notice. We apologize for any frustration or inconvenience this error has caused her and thank her for bringing it to our attention. Our records show that we received an email from Ms. [redacted] after business hours on A[redacted] 1st. The post production representative, Tami S[redacted], responded the following morning to explain that the email had been sent in error and her title was not in distribution. As her title/ISBN was NEVER released to distribution, the distribution partners listed in the errant email will have no record of her ISBN existing and no copies will exist within the book vending channels. Also, because the ISBN was never active in distribution, neither Amazon nor Barnes & Noble have knowledge of her title or ISBN and the information in the email regarding their policy for “out of print” titles is not relevant to her title. Please reference the attached screenshots showing the results of a search for her title’s ISBN on their websites. Desired Settlement Close my account immediately, assure book hasn't been published and refund portion of money package ($800): Her title was cancelled on A[redacted] 1, 2016, when she requested it.  As she had arranged, her title was never made available for distribution. She reviewed all the illustrations and galley proofs and approved them for printing. To ensure the files are print ready, a copy of the book was printed thru our main printer and sent to her address of record.   As the publishing and illustration services were completed with her approval, she is no longer eligible for refund. The US Copyright Service was free of charge, as outlined above.  Therefore, there is no refund to be given on this service.  Copy of book/ book was sent to the incorrect address (Would like a book sent Free of Charge) The original complimentary copy was shipped to the address on file at that time.  Ms. [redacted] did not provide an updated address until this filing.  Rey A[redacted], Post Publication Supervisor, offered to mail a replacement copy when he spoke with Ms. [redacted] on A[redacted] 1, 2016, but Ms. [redacted] declined at that time, stating she just wanted to end her relationship with AuthorHouse.    A replacement copy was ordered on August 2, 2016 and will be shipped via UPS ground as soon as it finishes printing.  This copy will be shipped to the address provided in this filing with the addition of the apartment number provided to Mr. A[redacted].  Tracking number is [redacted]. Something in writing stating that I never signed a contract to distribute publish or sell my book (Need for my records)   She contracted with AuthorHouse in 2008; no contract can be found for her project. Something in writing stating that my book has not been made available for sale on e book amazon Barnes and Noble and etc. (Need for my records) Ms. [redacted]’ title was never sent into distribution, as evidenced on the attached screenshots.  Files /send all HIGH RESOLUTION FILES WITHOUT WATERMARK The high resolution files for her title are being created without watermark.  The $150 fee for production files will be waived.  Once the files are completed, they will be mailed to her at the updated address. Remove/logo, watermark,isbn and the official insignia of author house from book   Only one book is being printed.  No further copies of the book will be printed, as the title is cancelled.  Therefore, there is no need to remove the logo.  Freebie/ provided author with gallery design free of charge It is unclear what Ms. [redacted] is asking for.  All six rounds of corrections done during the production process were done at no charge to her.  The title was released with her approval for a single copy print and is currently cancelled so there are no further corrections to be made to the galley or cover.  The fee for the production files has been waived. In conclusion, we apologize for the confusion created by the cancellation emails she was sent. The print copy of her book is on its way to her via UPS.  The high resolution files without branding are being prepared and will be sent to the updated address on record. 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.I don't think it's fair that you guys use the timeline ordeal for the refund. You went days with no response and set things back weeks from no responses to questions I've had regarding the book and process. Also there was nothing done to my book, I was promised that you guys would sharpen up everything and make my book look better because a "3 year old" looks like they designed my book, but when I sent my pics in the email you all waited a few days then sent them back to me wanting me to put them at higher resolutions and d.p. Which that's what you were supposed to do. There was only a editorial evaluation done whichshoukdnt have costs anything. I have lost a lot of business because I was hoping for the services from iuniverse was going to be accurate and that I wasn't lead on to a story that was greater than what iuniverse can actually do. 
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address Ms. [redacted]’s concerns regarding her book that was released to print with her approval on March 23, 2016. We will address her concerns, quoting the statement followed by our response. I was under the impression that an employee of the company...

helped put me under, that my book would receive help with advertising and also guiding me way more then they initially did. Ms. [redacted] selected a Black & White Essential Package which is our starter package plus a hardcover version of her book, additional paperback book copies, promotional materials (bookmarks, business cards and postcards) and a 12-month Booksellers Return Program. Below is the link to all the inclusions her publishing package:   http://www.authorhouse.com/packages/essentialpackage_bw.aspx This marketing services contained in the package have been fulfilled, some with Ms. [redacted]’s collaboration with the marketing services representative.  Although additional marketing services may be purchased if desired, Ms. [redacted] chose not to add them. As for guidance from staff, what Ms. [redacted] was expecting is unclear from her filing.  AuthorHouse is a provider of self-publishing services, which means that staff will help authors collect their material and format it into book form and place it into distribution.  However, it is up to the author to provide staff with their vision for the cover, any formatting requests, corrections needed, etc.  The AuthorHouse website includes a resources section featuring guidelines and information on writing, manuscript preparation, and marketing plus tips and advice from other authors. These resources are readily accessible thru the following link: http://www.authorhouse.com/authorresources/default.aspx.  This information is available to anyone wishing to utilize it. Ms. [redacted] reviewed her galley and cover several times, provided corrections, and those corrections were implemented within the normal timeline.  Ms. [redacted] approved the cover and galley for printing.  Ms. [redacted]’s emails to staff were responded to within our standard timeline.  Again, without specifics as to what Ms. [redacted] was expecting, we are unable to address this in detail any further.  I recently was called by a different marketing employee trying to get more money out of me by offering me services that I feel I already paid for but didn't get the first time! Once Ms M[redacted] realized I wasn't in a position to that she wanted to put me in financially again with Authorhouse she hung up and I can tell that she was upset that she didn't get me to agree to invest another $900. It is the role of the marketing consultant assigned to a book project to contact the author about marketing promotions and new services available that the consultant feels would fit the needs of the author and benefit the project.  Authors are under no obligation to purchase any additional services. Ms. [redacted]’s assigned marketing consultant, Samantha M[redacted], contacted Ms. [redacted] about purchasing a press release and social media marketing for $900.  As evidenced in the above link, these services were not included in Ms. [redacted]’s package.  If Ms. [redacted] would no longer like to receive marketing calls about AuthorHouse services, she can request to be placed on the Do Not Call List.  As of now, there is no note to indicate Ms. [redacted] has requested this. After I paid over a thousand dollars, the first time I ordered 40 books that they gave me a discount on but I paid hundreds more. This is correct.  Authors do not receive an abundance of free copies.  Since we utilize print-on-demand order fulfillment, copies are printed only when an order is placed. The above package inclusions link shows that she is to receive one (1) paperback and one (1) hardcover operational copy plus ten (10) additional paperback copies and pay the shipping costs for the 10 paperbacks. If an author orders copies on top of these, there is an author discount at incremental levels but they are not free. Any subsequent author orders will also receive a discount based upon the number of books ordered at any one time. In closing, Ms. [redacted]’s publishing package contains several marketing services that have been fulfilled.  If she could provide some specifics on how staff did not guide her, we will investigate further.  Ms. [redacted]’s marketing consultant contacted her with services that the consultant thought would benefit the project.  She is under no obligation to purchase additional services.  Should she desire to no longer be contacted with marketing and promotional opportunities she may request to have a do-not-contact designation placed on her account. Authors are required to pay for additional books outside the complimentary copies provided in the package.  There are discounts in incremental levels. As all the services included in Ms. [redacted]’s publishing package have been fulfilled, per the terms and conditions of her Self-Publishing Services Agreement (copy attached) she is no longer eligible for refund. We trust this information illustrates the actions taken to address Ms. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to explain how Mr. [redacted]’s sales and royalties were calculated and paid.  Mr. [redacted] signed up with Xlibris on April 11, 2014 to publish his book entitled “[redacted]”. Mr. [redacted] purchased a Basic Black and White...

publishing package taking advantage of a promotional price.  The book completed its publication process and was made available for sale with Mr. [redacted]’s approval on April 29, 2014. Royalty payment scheduleAs described in Section 8. Your Royalties of the self-publishing services agreement signed by Mr. [redacted], royalties shall be determined each calendar quarter, and payment, if applicable, will be issued per the following schedule: ·         1st quarter (for sales January through March) payment by May 31·         2nd quarter (for sales April through June) payment by August 31·         3rd quarter (for sales July through September) payment by November 30·         4th quarter (for sales October through December) payment by February 28 of the subsequent year.  Royalties are paid by check or by Electronic Funds Transfer (EFT). Check payment is subject to a quarterly $75 cumulative threshold; EFT payment has no threshold.  Mr. [redacted] chose the EFT payment method supplying the necessary banking information to complete the transfers.  Reporting of SalesAs Mr. [redacted]’s book is a print-on-demand title, no copies are printed until an order is placed.  Sales data is collected from each print partner, collated by ISBN and validated for royalty earnings resulting in a quarterly royalty payment.  Statements showing the sales and royalty data for each author’s account are posted quarterly after the reconciliation process is complete.  Partial sales data may still appear on the author’s online account at any time within the quarter; however, the final and official sales data is calculated at the end of each quarter. Mr. [redacted]’s Royalties Mr. [redacted] contacted Xlibris on November 10, 2014 stating that his book is the most popular book on the internet according to All Bookstores.com and asked why the volume of sales showing on his account does not reflect this.  He was informed that Quarter 3 2014 sales data had not yet been finalized, therefore what was posted is only a partial listing.  He was counseled to check his account for the quarter’s complete data at the end of the month when the payouts are made and statements posted (see payment schedule above).   On February 3, 2015, our Royalty Helpdesk Group assisted Mr. [redacted] with his renewed royalty concerns.  Mr. [redacted] was provided with the royalty information for his book which is also available to him online via his Author Center account. A copy of his Q3 2014 royalty statement is attached for your reference.    We explained to Mr. [redacted] how sales and royalties are calculated and that our records indicate his Quarter 3 2014 royalty was deposited to his preferred account ending in 2055. In addition, we informed him that the Quarter 4 2014 data was yet to be complete as the ingestion of all verified data for the quarter was still in process. He was provided with what we had received and reviewed as of that date. Please reference the attached Sales and Royalty Informer.  Sales DataWe have no evidence to contradict the sales data that our print and distribution partners have provided us.   In his complaint Mr. [redacted] claims his book “has been listed in the top 100 most popular books on the internet since it came out in April of 2014” and is “presently the second most popular book on the internet.”   As Mr. [redacted]’s statement is general with no source information, site references, links or other documentation to support these claims, we are unable to initiate a further investigation until more specific information is received. If Mr. [redacted] can provide documentary evidence that disputes the sales data, it will allow us to open an investigation with our print partners. Acceptable documentary evidence could come in the form of a sales receipt, a packing slip or some other document coming from a reseller, or Xlibris, showing an unrecorded sale of the book. Another helpful item is the tracking label at the back page of the sold copy, which provides a batch number, data and place of the print run. Without documents to support his claim of additional sales, there is little more that we can do.  Cancellation   Also on February 3, 2015, Mr. [redacted] sent a title cancellation request. The cancellation was initiated the same day and confirmed in the attached email.  In summary, Mr. [redacted]’s royalties have been paid in accordance with his services agreement.  Mr. [redacted] has been advised that we will need some type of documentary evidence to support any ascertain of unreported sales. Mr. [redacted]’s title was been cancelled per his written request. We trust this information illustrates the steps we have taken to address Mr. [redacted]’s concerns. Please advise if additional steps need to be taken. Sincerely, Elaine [redacted]Manager of Author Satisfaction

They claim that on March 3rd of last year that there was a stipulation that I requested to exclude Amazon from being a distributor.  In previous conversation they have said that that never came up in the discussion.  I have requested phone calls that were said to be recorded by almost everyone I talked to.  They will provide none whatsoever.  It is clear that I brought up the issue of not going through Amazon.  It is proportionate that they provide proof that it was denied.  I was sent a standard contract and thought nothing of excluding one distributor.  The issue came up quite later in the process.  I am almost certain it was 2015, not 2014 of March the 3rd.
 
               I have been told that I was speaking to the legal department, Mark L[redacted], who I was later told that he was just a salesman, sales associate or some sales staff.  He falsely declared himself a legal department and told me my request was appropriate and could be done.  Only after he asked me for additional matters to be fixed did the problem exacerbate.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Att: Ms. [redacted] : American Express has informed me that without the Credit Cards #'s, Proxy #'s or cereal #'s, I will not be able to receive my refund.                       Returning my refund to Pre Paid Credit Cards I purchased in March & June 2017 was done as a Pre Text by Xlibris to Defraud me.                       Therefore I'm demanding Xlibris return my refund by Paper Check & send it to my PO Box Certified Mail with my Manuscript to                       [redacted].  To prove Xlibris send Paper Checks review the enclosed check sent to me by Xlibris in 2015.                       Xlibris supposed to be a Professional Publishing Co. Therefore Xlibris should know something as important as a Manuscript                        should be sent Certified Mail to prove it was signed for & received.                       This was also done by Xlibris as a Pre Text to Steal my Manuscript. Xlibris sould be investigated for Fraud & Deceptive Practices.

Tell us why here... Dear Revdex.com, Thank you for the opportunity to investigate and resolve Ms. [redacted]s concerns regarding her request for a refund. Ms. [redacted] purchased a Black & White Basic publishing package from Xlibris on January 19, 2015.  Ms. [redacted] received a discount...

from the standard price of $699, purchasing the package at a price of $499, plus an additional $30 processing fee in order to split the cost into three monthly payments.  A Payment Center representative explained to Ms. [redacted] at the time of purchase that the two remaining payments would be automatically withdrawn on the same day in the two following months (February 19 and March 19).  Attached is the receipt that was sent to Ms. [redacted] after her purchase. Ms. [redacted]s refund request was entered into our system on January 29, 2015.  Unfortunately, due to an employee error, the refund had not been moved forward in the system and the second payment was automatically withdrawn on February 19.  The refund was moved forward on March 2 and was paid on March 3.  The first two payments for the publishing package, as well as the installment payment fee, have been refunded, as Ms. [redacted] had not yet signed the Author Agreement and Installment Payment Agreement.  These refunds were paid on March 3, and should appear on Ms. [redacted]s credit card within 3-5 business days.$166.33 to Visa ending 1030, transaction ID [redacted] $196.34 to Visa ending 1030, transaction ID [redacted] We extend our apology to Ms. [redacted] for the delay in completing her refund and thank her for her assistance in helping us identify where additional training is needed.   We have begun re-training with Publishing Consultant [redacted] to ensure that refund requests are thoroughly addressed and followed through. 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 the response 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] CONTRACTThe Publishing Agreement Westbow refers to was never signed by me. In fact, today, September 9th 2015 is the first I have seen of that Agreement. In the e-mail James [redacted] sent me on March 8th, 2013, there was no reference to the fact that there was a separate agreement, which I needed to review and/sign. The e-mail contained details about the payment plan and I went ahead and signed it. I was never informed that there was a separate agreement/contract/terms and conditions. I consider this a misrepresentation of facts pertaining to our agreement. How can I be bound by a contract of which I was never informed? If indeed the signed Terms and Conditions defers to the Publishing Agreement, then our contract should be considered null and void as I never signed the Publishing Agreement, nor was I ever informed that I needed to. In Section 26 of the Publishing Agreement, under General Provisions, the text states "By completing the following and submitting the required materials, AUTHOR agrees to all the terms and conditions in this Agreement."Name: ______________________________________________________________Street Address: _______________________________________________________City, State, Zip Code: ____________________________________________________Phone: ______________________________________________________________Fax: ______________________________________________________________Email: ______________________________________________________________SSN: ______________________________________________________________ Terms and Conditions______________________________________________________________________...⇄ 1/31/2010 Page 6Title of Work: _______________________________________________________U.S. Copyright No. – if any _______________________________________________Date: _________________________ Signature:_______________________________I never completed this section, nor did I sign it. Westbow certainly doesn't have my Social Security number, nor do they have my book title as I did not have a title for the book, and have no manuscript for submission. I also did not submit any materials to Westbow. Going by the text in this section, I can not be held to this contract. I therefore renew my request for a refund. LEGAL REPRESENTATIVEIn June of 2015, I contracted a lawyer, [redacted] of [redacted] Services, to prepare a demand letter which I wanted to send to Westbow. On June 17th, she informed me that the letter had been sent via certified mail. A few days later, she informed me that it had been signed for and received. A short time after that, I received a call on my phone from an Indiana number, which seemed vaguely familiar. My phone cut off just as I went to answer it. Several minutes passed and I received a call from my lawyer stating that Mr. Eugene [redacted] had just called her. In that call, Mr [redacted] stated that he had been advocating for me with the person in charge of sales (who I assumed to be Matt [redacted]). Mr. [redacted] wanted me to receive my refund and told my lawyer that "We don't want to spend energy on this." He also stated that the company's legal counsel was currently away on holiday and would be back the following week, on a Tuesday. Based on that call, we were of the opinion that Mr. [redacted] would confer with the legal counsel and come back to us with a resolution.Obviously, that never happened. I resent the fact that you are trying to paint me as a liar by saying that I never hired a lawyer and that you did not receive a letter. Just ask Mr. [redacted]. And Matt [redacted].CALLOUS AND CASUAL DISREGARDMy communication with Westbow has followed a pattern which exposes the company's true interest; the bottom line. I am under no illusions that Westbow has my interests at heart either as an author or as a person.After the April 21 e-mail from Matt [redacted], I have sent at least 8 emails to various people at Westbow, each one unanswered. I have called at least a dozen times, and left messages asking for a call back. I never received a callback from anyone. Not even a peep. The only response I have received...the only acknowledgement of my existence is the response to my complaint. Halleluyah! So, someone at Westbow now acknowledges that I am a human being! I guess I should be thankful for small mercies. April 21st Email sent to Matt [redacted] No response (Also called him twice)April 21st Another email sent to Matt [redacted] No responseApril 24th Email to Matt [redacted] No responseApril 28th Email to Eugene [redacted] No responseMay 1st Email to Eugene [redacted] No responseMay 1st Email to Eugene [redacted] and Matt [redacted] No responseMay 11th Email demand letter to E[redacted], M[redacted] and Tyler [redacted]t No responseMay 26th Email to Donovan [redacted] No responseIn between these emails, there were numerous calls and requests for callback. Not one. Not an iota of effort to explain the situation and look for ways to work together. That tells me that Westbow is callous, soulless and only interested in me as a contributor to their bottomline. According to their response, they will hold onto my money indefinitely until I come up with a project to satisfy them? Well, that's how long I will spend fighting for my refund.

Dear Revdex.com,   Thank you for the opportunity to review Ms. [redacted]’s account and complete the refund of unfulfilled services.   Ms. [redacted] signed up with Xlibris Australia on April 21, 2016 to publish her book entitled “[redacted],” purchasing a Black and White Executive...

publishing package at a discounted rate. A copy of her signed Self-Publishing Services Agreement is attached for your reference. In addition to the services included in her package, she purchased the Editorial Assessment service the same day.    Later she purchased the following three (3)  services to assist in the preparation and marketing of her book--the Book Video with Voice Over marketing service on May 25, 2016; the Content Editing Plus service on July 8, 2016 and the Foreword Clarion Review on August 24, 2016.     Ms. [redacted] contacted Xlibris on September 19, 2016 to request the cancellation of her purchases due to personal reasons. She also filed a chargeback case with her credit card for the amount of her $300 installment payment for the Foreword Clarion Review package purchased the previous month.   Per Section 8 of the terms of her Self-Publishing Services Agreement, fulfillment of services forfeits an author’s eligibility for a refund. Refunds for publishing packages are subject to the following conditions as described in Subsection 8.2:   (a) Publishing Packages. The potential Refund for a Publishing Package is exclusive to the amount paid for such Publishing Package as set forth in the Service Order(s), and will be calculated as follows: i) Prior to submission of the Manuscript: 100%, less a non-refundable A$200 (AUD) Setup Fee ii) After (i) above but prior to the start of interior design work: 50% iii) After (ii) but prior to Final Approval 25% iv) After Final Approval No Refund   (b) Services not Included in Publishing Packages. We will Refund to You the full amount paid for individual Services not included in a Publishing Package, or Additional Services, that We have not fulfilled or started to fulfill, or that We are unable to fulfill as of the effective date of the Termination. If We have fulfilled or started to fulfill a Service or Additional Service, no Refund for that Service or Additional Service will be due to You.   Her publishing package had proceeded into the design phase but prior to her final approval, qualifying for a refund of 25% of the purchase price.  Both the Editorial Assessment and the Content editing Plus services have been fulfilled and therefore ineligible for refund. Since both the Book Video with Voice Over and the Foreword Clarion Review services cannot be fulfilled until the book’s preparation is finalized, they remain unfilled and eligible for refund.   Refunds have been returned to the credit card used to make the purchase and all unfulfilled services have been cancelled. The attached table lists each of her purchases, the purchase price, payment made, status and refund processed with the transaction numbers.     We apologize to Ms. [redacted] for the delay in carrying out her refund requests. Upon receipt of this complaint, all unfulfilled services eligible for a refund have been processed.    We trust this information illustrates the steps 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/resolution is satisfactory to me. I have received the refund to my bank account.
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 purchased the Embark package from Balboa Press (which at the time cost $999  http://www.balboapress.com/Packages/CorePackages/Embark.aspx)for the discounted price of $899.00.All the mentioned services (design and so on.) were INCLUDED in the package. I did NOT get any Additional or Extra services - I got the basic package and everything that was included.  If I did have a choice to pay less and get less number of 'services' - I would. But there was NOT such choice.Since I was hesitating and it was New Year eve (the sale had to made in order for the representative to get holiday bonus), I was given an extra bonus (back cover polish), but I did NOT buy it as extra, did NOT pay for it as extra, it was simply added to my package.Here is the part from my agreement: "The amount due for the services associated with this agreement plus a $75 non-refundable processing fee will be billed to you in four equal payments as outlined below.·         $299.66 – 1st payment·         $299.67 – 2nd payment ·         $299.67 – 3rd payment"So my package was NOT $585, but $899!!!!!!!!!!!!!What Balboa representative is now saying is a word-game, I was told differently - a plan for $899 (which could NOT cost lower) with added benefits.Below is what Balboa representative wrote about their guarantee policy: "2.  I know that most publishers offer a 100% investment Guarantee in case something goes wrong. Do you offer any Guarantee? what is it? We also offer 100% investment guaranteed authentic. We cannot guarantee book sales though."Below is what I wrote about this Bonus I got WITHIN my package: "yes, I'd need help with my front/back cover text, not just from editing but also from MARKETING point of viewso thank you for allowing me to have it within the basic package!  -          Yes, it is included for the back cover formatting. There is no price in editing the cover since that is part of the package (Custom Cover dersign)I also have a letter from Balboa representative that I'd be given a REFUND in the amount of $749I did get this information Before I cancelled and I Trusted Balboa would fulfill its promise, and I invested that money in a different publisher."Dear Lucille [redacted],Thank you so much for all your help!As we spoke, I'm awaiting for the $749.00 refund.The rest of the amount can go towards the interior design (the only Balboa package service that I'll be able to use and work on further while going forward with my book).Although it's been over 4 months that I've 'lost' - it's been a learning experience that probably was a part of my publishing journey.I ended up NOT being able to use ANY of Balboa work as it was an unacceptable poor quality, however I'm willing not to have a full discount, but I want to be paid what I was PROMISED by a Balboa representative (have the email from them)Thank you for your help!
Regards,
[redacted]

Dear Revdex.com,Thank you for giving us the opportunity to review the steps taken in providing Mr. [redacted] a refund.    All manuscripts submitted to Xlibris are evaluated for issues with the material sent.  These issues could be libelous claims about a person or group or use of...

copyrighted material (song lyrics, photos).  Mr. [redacted] submitted his materials on November 12, 2014.  That same day, the material was evaluated and issues were found.  These issues include clarification on copyrighted images and potential libel issues within the text.  Mr. [redacted]’s check in coordinator, [redacted], called him that day to discuss these issues.  On November 17, 2014, Mr. [redacted] emailed Ms. [redacted], addressing the copyrighted images.  On November 26, 2014, Mr. [redacted] emailed his revised manuscript. It was re-evaluated and again failed the content evaluation due to potentially libelous statements.  On December 1, 2014, Mr. [redacted] submitted photo permissions.  However, the photos were deemed to be professional photographs requiring additional releases in order to be used.  Both the photos and the libelous statements in the text were discussed via phone by Mr. [redacted] and Ms. [redacted] on December 2, 2014. Mr. [redacted] told Ms. [redacted] he needed time to think about how to proceed.Ms. [redacted] spoke with Mr. [redacted] on December 22, 2014 and Mr. [redacted] said he was still deciding his next steps.On January 5, 2015, Mr. [redacted] decided that he did not want to continue with the publishing process as he did not want to make the necessary changes.  This was communicated to Ms. [redacted] who relayed the message to [redacted], the publishing consultant from whom he purchased the publishing package.  Ms. [redacted] phoned Mr. [redacted] that same day to discuss the issue further.  Ms. [redacted] stated she would phone Mr. [redacted] later than evening.  However, that did not occur and no more contact was made by Ms. [redacted] with Mr. [redacted].  Xlibris is very sorry for the lack of communication to Mr. [redacted] regarding his refund.The refund was approved and paid on January 22, 2015.  Mr. [redacted] paid $625 via check for his publishing package.  Per Mr. [redacted]’s Terms and Conditions, attached, $200 was withheld from the amount paid, due to the non-compliance with content guidelines.  This can also be found on the website at http://www.xlibris.com/legal_agreement.aspx, section 10.2.Therefore, Mr. [redacted] will be paid $425 via check.  The check will be cut and mailed on January 30, 2015.  In conclusion, Mr. [redacted] chose not to make the necessary changes to adhere to the content guidelines and asked for a refund on his publishing package.  Xlibris apologizes for the lack of communication from Ms. [redacted] to Mr. [redacted].  His refund request has been approved and his refund check of $425 is scheduled to be mailed on January 30, 2015.We trust this information illustrates the steps we have taken to address Mr. [redacted]’s refund concern and bring an amicable close to this case.Sincerely,[redacted]Manager of Author Satisfaction

Dear Revdex.com,
 
Thank you for forwarding Mr. [redacted] questioning of the absence of sales data and royalty earnings for his eBook with Book Tango.
 
Mr. [redacted] registered with Book Tango taking advantage of the free eBook publishing option.  He completed the publication of his...

eBook, [redacted], in May 2012.  Since then his title has been available for purchase on the Book Tango website and distributed online at various vendor sites per the stipulations of his publishing option.
 
To verify title sales a report is provided by each of our eBook vendors/distributors at the end of every sales quarter. These reports are collated, verified for royalty eligibility and royalties disbursed quarterly. Quarterly Statements showing the sales and royalty data are posted to each author’s password protected online account after the reconciliation process is complete and the royalty payouts disbursed. Partial sales data may appear on the author’s online account at any time within the quarter; however, the final and official sales data is calculated after the end of each quarter. The quarterly payment schedule is listed below and also appears on the BookTango website:
 
First Quarter: January 1 – March 31 (Payments and statements posted end of May)
Second Quarter: April 1 – June 30 (Payments are made and statements posted end of August)
Third Quarter: July 1 – September 30 (Payments are made and statements posted end of November)
Fourth Quarter: October 1 – December 31 (Payments are made and statements posted end of February)
 
To verify the accuracy of the sales and royalty information posted on Mr. [redacted] Author Center stating that he has had no sales since the publication of his book, we requested an audit of our distribution partners for Mr. [redacted] ISBN. These reports came back showing no sales of [redacted]. You will find a screenshot of these results attached for your reference titled [redacted]. The report was run from the year and month of publication (2012-07) through the year and month of the composition of this letter (2015-06).
 
If Mr. [redacted]s can provide documentary evidence of sales made that he believes were not reported we can dispute the reports received by our distribution partners with them. The type of evidence needed is a dated sales receipt or the vendor name and date of purchase.
 
In summary, an audit of the sales of Mr. [redacted] title was conducted resulting with no sales of Mr. [redacted] book being reported.  As royalties are paid on sales, BookTango has not failed to pay any due royalties to Mr. [redacted]s. Should Mr. [redacted]s provide evidence to dispute the findings of the audit, we will gladly reopen the investigation with our eBook vendors. While Mr. [redacted] title has marketplace exposure its appearance online is not an indicator of sales made as the decision to purchase is at the discretion of the consumer.
 
We trust this information illustrates the steps taken to address Mr. [redacted] concern.
 
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to review Dr. [redacted]’s marketing services concerns and refund request.   [redacted] signed up with Xlibris on July 17, 2014 to publish her book entitled “[redacted] [redacted]” and took advantage of special pricing on a...

Black & White Executive Publishing Package.  Dr. [redacted] also purchased additional marketing and promotional services for her book in 2014, 2015 and 2016. A breakdown of those services is attached for your reference. The book completed its publication process and was made available for sale with her approval on November 26, 2014.   Xlibris launched Dr. [redacted]’s website on February 9, 2015 after receiving her approval on the initial web design created for her book on January 9, 2015. The details related to the website including fees for modification or corrections, expiration date of the domain name and renewal terms were sent to her in the Post Fulfillment Report on February 11, 2016. The email also provided specific instructions to process the renewal before the expiration date. A copy of the report is attached for your reference.   Having not received payment for the renewal of the web design service, the website expired on February 2016 and was redeemed for activation at a discounted rate of $100 on June 9, 2016. During the redemption, Dr. [redacted] requested changes to the design of her stand-alone website and her title’s pages on the Xlibris bookstore site.    On her website she requested the removal of the link to her title’s landing and ordering page on the Xlibris bookstore. We explained that this link is a convenient opportunity for visitors to her site to order the book on the spot and is a standard web design element for books published under the company’s imprint. This link was removed and other corrections to her personal website were made at no additional cost.   Dr. [redacted] also requested changes to her title’s Xlibris bookstore pages. She asked for the removal of the listings of other book titles, the use of Xlibris promo thumbnails and banner header ads from the page displaying her book in the Xlibris bookstore. We were unable to accommodate the request as the book listing for all Xlibris titles in our online bookstore follows a standard design and template which these elements were part of.   The last set of instructions for the website was received from Dr. [redacted] on August 2, 2016 and was completed by Xlibris within 48 hours.    In May 2017 the Xlibris website bookstore was given a face lift which included a revamping of the standard design and template. This upgrade revised the bookstore title page template and included the removal of two of the elements that were of concern to Dr. [redacted].   We value our authors and understand the importance of timely and accurate responses to their concerns. We extend our apology to Dr. [redacted] for failing to follow thru on the fulfillment of the Word on the Street Toronto 2016 Book Gallery Show. We had agreed to place her book in the gallery show after the completion of the web design changes she had requested. Yet, after the changes were implemented the representative handling her project left the company and the fulfillment request fell through the cracks during the transition process. We also offer our apologies for our communication breakdown with Dr. [redacted] during this period.  As a result we have revised our transition procedures to better serve our authors.   Although per the terms of our agreement, Dr. [redacted]’s purchase is no longer eligible for a refund, in light of the circumstances, Xlibris has made an exception. A check for $529 as full refund of the payments for the WOTS and web design redemption services is in process and should be delivered to her address of record within 3-4 weeks.   In summary, Xlibris acknowledges and understands that our actions were frustrating, stressful and inconvenient to Dr. [redacted]. We have since revised our transition protocols to ensure our focus remains on the needs of our customers.   As a goodwill courtesy, an exception to our refund policy has been made and a full refund for the WOTS and web design redemption services has been approved for refund.   We trust this information illustrates the attention we have given to Dr. [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 the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am disabled with no energy to fight this sham of a business any further. All I want now, is for others to be aware of the shady practices they do for service. I am house bound, I can't drive to [redacted] and hunt down the purchase numbers or anything else. Now, I just want my statement of their lack of service/poor service to be shared with others so that they are informed. 
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] This is all a complete lie! First of all ---- I never was transferred. BookTango referred me to the website and gave me the phone number. I did not shout, scream nor use profanity. The representative was not professional. He made fun of me and said..."Can't u even afford 500.00 for the promotion of our books?" He started to talk down to me. And then compare me to [redacted] and talk about her dad. What a joke! And, if they did record the call..."I was never told about that." Really? I would l like a copy of that recording. Then they should of heard how that male associate treated me over the phone. It appears as though they were contacted by a third party. If it appeared that I was agitated, it is because he was rude and was saying things he should not of. They are saying this to defame my character. And, the way the lady responded...to you, obviously, confirmed that. It appears as though they were contacted by a third party about me and they are doing anything to harass me. Xlibris in not taking responsibility for this. I still was not provided with a link on the website that announces this notice. The male representative kept saying "[redacted]." Everyone knows her. I kept thinking "WHO CARES." He should be focusing on the individual customer that calls in. He was saying it in a way like I was supposed to understand him or something. It was just odd. He did not know my name from transfering in, because I called in directly from the number listed on the website. So, that was a direct lie on their part. I think this company will say anything to cover their end. And, it's pathetic that they would try to destroy someone trying to do business with them. They are not professional and I am ashamed at Xlibris for their actions and unprofessionalism. They obviously hired someone who hates his job at Xlibris. I am obviously being attacked for no reason. If he doesn't know how to act over the phone, treat someone with respect, not create unnecessary drama, nor provoke a situation, or diffuse any situation he created or did not create, then he is not qualified to be a customer service representative that answers calls. And, for the person who answered this response, they are just plain unqualified to act with class or respect towards individuals that go to their company. What's with [redacted] anyways? Perhaps, he was saying that to intimidate me or threaten me. I will not be doing any future business with Xlibris! And, yes. He did discriminate. He did that the minute he opened his unqualified mouth.