Author Solutions, LLC

Dear Revdex.com, Thank you for the opportunity to further clarify what has transpired with Ms [redacted] ’s projectMs [redacted] writes “Even then they did not resolve the issue there has been no response to my return email.” She is correct that the check in coordinator has not responded to her last email dated September 28, 2016, as the issue of concern, the content evaluation, was addressed in the previous response to the Revdex.com There was no need for the check in coordinator to respond, as Ms [redacted] has not submitted a revised manuscript since that timeAs stated in our previous response, Section of her signed Self-Publishing Services Agreement lists the publishing obligations of the author for the project One of the author’s responsibilities is to prepare and submit materials that follow the content guidelines posted on our website Our records show that her manuscript was revised, resubmitted and reviewed five (5) times in June 2016, once in August and once in SeptemberAlthough revisions were made, the presence of libel concerns continued Because we want to make sure we’ve done a diligent job of reviewing and catching potential issues with the manuscript, it was reviewed by two tenured content evaluators again after Ms [redacted] ’s latest filing The two manuscripts reviewed were the two most recent manuscripts sent by Ms [redacted] Attached is a detailed list of the issues that remain in the revised manuscript As evidenced in the list, Ms [redacted] ’s real last name still appears in the manuscript, as does her address and email address She provides her birth parents’ names, birth month, year, and location She includes Facebook posts and time stamps, with only her name masked, which could easily be traced to Ms [redacted] by those that read her posts If the names listed at the end of the attached document are aliases or the individuals are deceased, Ms [redacted] will need to note that to her check in coordinator so that a more in depth evaluation can be done As is, it appears that the names have not been changed, despite being asked to beMs [redacted] writes “This company has REPEATEDLY refused to resolve this issue.” As stated previously and above, all of Ms [redacted] ’s submitted manuscripts have been reviewed and each time, she is sent an email explaining the changes that need to be made Resolving content issues in a manuscript is up to the authorAuthorHouse staff cannot make needed changes for herAuthorHouse is not refusing to publish Ms [redacted] ’s manuscript, as she has written As we stated previously, and as we have shown, we are prepared to allocate the necessary resources to assist her in completing her project should she choose to move forward with the publication of her book “I was very insulted repeatedly by their employee Matt G***.” The emails from MrG [redacted] in Ms [redacted] ’s account do not read as insulting to Ms [redacted] We could find no evidence of this claim Refund Ms [redacted] writes “they would keep me on the line until their "contract" denied me the possibility of a refund.” Her signed terms and conditions do not deny her a refund if the project fails to pass the content guidelines, nor has she been told by AuthorHouse staff that she will not receive a refund “I was assured of a complete refund if the decision was made to not publish this bookI was assured of that by their employee [redacted] .” We cannot find any written proof of this in Ms [redacted] ’s account As explained in our original response, if she chooses to cancel her project and be refunded, the terms and conditions of her signed Self-Publishing Services agreement will apply Ms [redacted] paid $for her publishing package less the $non-refundable sfee and the $Content Breach Fee, she is eligible for a refund of $ In closing, despite multiple revisions and content reviews her manuscript continues to contain libelous material that puts her in danger of legal action Until these concerns are resolved we are unable to publish her manuscript Ms [redacted] must decide whether she is willing to make the needed changes to her manuscript to comply with our content guidelines or not If she desires to proceed, we await her revised manuscript for content review Once it has passed the review, her work will begin the book design processIf she chooses not to follow the guidelines and cancel her project, in accordance with her Self-Publishing Services Agreement, she is eligible for a refund of $We continue to await her decision Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to explain the refund Mr [redacted] received on the cancellation of his publishing packageOn January 11, 2017, Mr [redacted] submitted his manuscript to Xlibris and purchased the Black & White Basic Publishing Package for $He elected to pay in installments which added a non-refundable Payment Plan Fee of $for a grand total of $He signed the Services and Distribution Agreement and Installment Payment Plan Agreement the same day (copies attached)Section of the Services and Distribution Agreement states that all manuscripts must comply with our content guidelines which are available on our website at the following address: http://www.xlibris.com/faq/Content_Evaluation.aspx#ContentA copy of the Services and Distribution Agreement is also available on our website to view at any time at the following address: http://www.xlibris.com/uploadedFiles/Agreements/AuthorAgreement_XLUS_05022017_En...⇄ [redacted] ’s submitted manuscript was sent for a mandatory Content EvaluationThe Content Evaluation process is where we assess any submitted materials to ensure that they meet our standards for publishingWe review the materials for issues such as libel and copyright violationsOn January 12, 2017, Mr [redacted] was notified via e-mail that his manuscript did not pass the Content Evaluation due to possible libelous statementsWe provided several suggestions on changes to make to make the manuscript acceptableOn January 14, 2017, Mr [redacted] sent an e-mail stating that he would not make any changes to the manuscript and wished to cancel his contract with XlibrisThe refund request was entered and his contract was cancelled on January 18, On January 17, 2017, he was reminded via e-mail that his agreement contained terms regarding cancellation due to failure to pass the Content EvaluationPer section of the Services and Distribution Agreement, if the manuscript does not comply with our Content Guidelines, we will refund 100% of the purchase price less a Content Evaluation Processing Fee of $As stated above, the Services and Distribution Agreement is available on our website to view at any timeRegardless of whether the submissions representative specifically mentioned the Content Evaluation Processing Fee, it was still outlined in the contract as well as on our websiteThe first payment Mr [redacted] made on his payment plan was for $He was made aware that because he had not yet paid enough to meet the $400, there would be no monetary refundMr [redacted] ’s credit card was charged per the terms of the Payment Plan on February 11, and once more on March 11, in the amount of $each time to equal a total amount paid by him of $(the $Content Evaluation Processing Fee and the non-refundable $Payment Plan Fee)In closing, after reviewing Mr [redacted] ’s account we submit that he agreed to the terms and conditions of the Services and Distribution Agreement when he electronically signed the agreement without objection He was been assessed the appropriate fee per the terms of his agreementWe apologize if his representative did not specifically point out the Content Evaluation Processing FeeWe trust this information illustrates the steps taken regarding Mr [redacted] ’s refundSincerely, Elaine H [redacted] Manager of Authors Satisfaction

Dear Revdex.com, Thank you for the opportunity to provide further explanation of Mr***’s ebook royalties and our sales and tax reporting In order to address specific issues raised in Mr***’s letter we have isolated the following issues in BOLD and UNDERLINE: In April 2015, again while doing my taxes I noticed four issues with the way Authorhouse conducts businessFirst, they do not send out tax forms when they withhold income taxes nor is tax information available on their website like many other companies provide This is correct Per IRS guidelines, we are only required to send 1099s to authors that were paid over $ We do not need to send them to authors that had taxes withheld The IRS website, http://www.irs.gov/irb/2004-20_IRB/ar08.html, states: FACTS A publisher enters into a contract for the license to use an author’s literary worksThe author is an individualPursuant to the contract, the publisher pays the author’s royalties directly to the author’s literary agentThe literary agent, upon receiving the royalties, subtracts his commission and expenses and then forwards the balance to the author pursuant to a contract between the literary agent and the authorDuring calendar year 2004, the royalties paid by the publisher exceeded $ (This IRS policy has not changed since 2004) However, if Mr [redacted] would like a in the future, he only needs to contact customer service and they can request that one be created A has been created and is attached We do not provide tax information online We have not done this in the past, nor are we contractually obligated to do so The forms are mailed to all authors who were paid royalties over $ If Mr [redacted] submits a Wvia his author center, he will not be subject to further tax withholding and then he would not have to deal with this issue in future years Second, while searching for the tax information, I determined that the sales reporting system on the website was inaccurate and had missing sales information We are unclear what Mr [redacted] is referencing If Mr [redacted] would elaborate on this claim, we will be happy to research and explain further As is, the royalty statements provide a plethora of information: month the order was placed, the book title, ISBN, format, order category, order source, quantity, net sales amount, and author royalty amount Third, that Authorhouse was again making e-book sales and not paying the contracted royaltiesThe identical problem to the one a year earlier that Mr [redacted] assured me was corrected The Book Pricing Agreement shows the price and royalty for the epub version of Mr***’s book The eBook royalty is 50% of the net received by AuthorHouse He is being paid correctly for eBook sales And lastly, that it suspiciously appears that Authorhouse was coding third party sellers with a code for their actual book printer “Lighting Source” instead of coding the actual reseller’s information to potentially circumvent paying higher royaltiesI contacted Authorhouse immediately to clear these issues up and was connected to their customer service department in the PhilippinesThese people did nothing but try to ‘blow me off.’ After putting me on hold and looking into these issues, they came back and told me in a round about way that they had no intention of fixing their website sales reporting system If a retail order is sent to and printed at our primary printer, Lightning Source, then that is the way the order will appear on the royalty statement The order will be entered as a Lightning Source order, as that is the business entity that sends the order information Lightning Source sends us a list of those books printed with the quantities for each month within a quarter The list does not tell us where Lightning Source received the order-Amazon, Barnes and Noble, etc Despite this, any order from a retailer printed at Lightning Source (or elsewhere) would all earn Mr [redacted] the same per book retail royalty Furthermore, that although they report Amazon and Barnes & Noble third party reseller’s information they have no intention of telling Authors who the other reseller’s are who sell books and will keep on reporting those sales as Lighting Source sales even when no one can buy books directly from Lighting Source We do not provide authors with a list of the thousands of retailers worldwide to which their book information is sent for two reasons: This list is the proprietary information of our distributors (Ingram and Baker & Taylor Book Distributors) The list of retailers with which they do business with is not public information and is not released to consumers We can say that many of the large retail outlets (Amazon, Barnes & Noble, Books A Million, etc.) use these distributors to facilitate inventory and therefore have access to our authors’ books This list is constantly changing As the distributors sign up new retailers (both online and brick and mortar stores), the list expandsAgain, this growth of retailers is proprietary information of the distributor and cannot be released to consumers or authorsIt would be a violation of our agreements with distributors to provide a complete list of their retail partners It is correct that no consumer can order directly from Lightning Source This is because they are a printer, not a retailer As stated above, if a retailer has their order printed at Lightning Source, that order will reflect as Lightning Source and not the retailer on the royalty statement Again, the per book retail royalty is the same Additionally, they indicated they are not legally required to send out 1099's for sales under $even if they withhold taxes See the prioeentry above where this was addressed And lastly, they claimed they did no wrong on the e-book sales An audit was conducted on the ebook format and all reported ebook sales are reflected on Mr***’s royalty statements and in his royalty payments If Mr [redacted] has any evidence that sales went unreported, he can provide us that information and we will research further After demanding a person from the main office in Indiana call me, specifically Adam [redacted] , they said they would have someone from the royalty department callIt has been three weeks and I have been contacted times from the number 1-812-339-6000, all after business hours, and each time I picked up the phone after rings the person on the other end hung up before saying one wordI have complained to customer service several times over the past weeks, of these harassing phone calls, as well as my illegal e-book sales per un-contracted amounts and their promises to have someone call who has the authority to make decisions, but there has been absolutely no progress on my complaints The four calls Mr [redacted] received were from his previous marketing consultant However, that representative is no longer assigned to Mr***’s project Mr [redacted] has placed on the Do Not Call/Email list so no additional calls should be receivedIf Mr [redacted] desires to purchase additional services or books he is welcome to call us and we will route the call accordingly Mr [redacted] responded to Mr***’s email on March 20, 2014, providing much of the same information that has been provided above The email is attached There is no mention of having anyone else reach out to Mr*** I have sent e-mails to Adam [redacted] that go unanswered, and a MsR.J [redacted] from the royalty help desk in the Philippines has responded with a form letter written answer about royalty sales even after I sent her a copy of my Book Pricing Agreement that they should already have on fileI also sent her the many e-mails from back in to Mr [redacted] that clearly indicate that no e-book sales are to made unless I receive the contracted royalty rate regardless of e-book format or place of sale and which he agreed to Mr [redacted] ’s email response is mentioned above As stated previously, there was no mention on the part of Mr [redacted] of Mr***’s ebook royalty being $ The contracted royalty rate for ebook sales is 50% of net payments received, which is the royalty rate Mr [redacted] is receiving for ebook sales Desired Settlement: Fix website sales reporting system We are unclear as to what Mr [redacted] is requesting be fixed As stated in the response above, we are not sure what is missing and what is inaccurate Mr [redacted] will need to elaborate on this Make restitution for e-book sales royalties Mr [redacted] has been paid correctly for ebook sales-50% of net payment received by AuthorHouse There are no further payments to be made at this time Properly code third party sales If an order placed through a retail outlet is sent to Lightning Source to print, that order will reflect as Lightning Source on the royalty statement This is because Lightning Source reports the order to us and does not tell us where the order originated from The information Mr [redacted] is requesting us to post is not provided to us and therefore cannot be declared on the royalty statement Because Lightning Source is the business entity reporting the order, the order is properly reflected on the royalty statement Either way, the retail per book royalty is the same Send out if tax is withheld Per the IRS, we are only required to send 1099s for authors that are paid over $in royalties If in future years Mr [redacted] does not earn over $10, he can contact customer support and they can request a be created and mailed to him Or Mr [redacted] can submit a Wvia his author center to prevent further tax withholding and then receiving a to show tax withholding for royalties less than $won’t be necessary Sincerely, Eugene [redacted] Global Director Author Satisfaction

HelloMy problem with this company is there were emails prior to my agreeing to the terms, which would give me a discount, but only if I signed right nowI asked, over-and-over, about the availability of a cloth hard coverThis is what I wanted and what I eventually got from another publisherI attempted to cancel this order just days after it was processed, because they had acknowledged that they could not do what I desiredI was told that the order was cancelled, but the billing continuedI called again when I was billed a second timeIt is apparent that these people only care about your credit card number and not about your publishing desiresI would recommend this company to no one and shall be writing a review, saying so, on another siteI 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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedI would like to thank Westbow for considering my case fairly, and thoroughly investigating the detailsI certainly understand why this may have been somewhat of a unique case, and why the default response was to withhold the setup feesBut thank you, Westbow, very much for understanding my particular situation and acting in good faithI certainly respect Westbow's publishing standards and the reasons behind them, and wish your company continued success in publishing Christ-honoring booksRegards, [redacted] ***

Good day, I just received another e-mail from an associate, that I was told they could not change or fire herShe sat on my e-mail about getting my book changes made, which they foul upShe sent an e-mail on the 19th of September, telling me upon approval; the book would go into production and be available in "Once we receive your approval, we will endorse these layouts to our printing departmentPrinting and shipping takes 3-weeks." This was yesterday, and the same thing was September 19th: Once we receive your approval, we will endorse these layouts to our printing departmentPrinting and shipping takes 3-weeksFriday, September 19, 4:PMI went back on my e-mails and found the same thing on Thursday, August 28, 1:PMOnce we receive your approval, we will endorse these layouts to our printing departmentPrinting and shipping takes 3-weeks ? This company is a dishonest company and run as suchThey are showing no like for our true factual God Jesus, being shown in this bookThey lie, swindle, and have apparant anquidated presseswith "many" glichesThe Lord wants to stop what is going on in Washington, and they are helping the Secret Project of the Muslim Brotherhood, to take over the United States of AmericaI have included some similar material in my next book that reveals "Creation and Spirit Today" I want my money back from the scam that was run on me, by this companyI paid $to them, before, Instead of returning the money, they kept it when, I first submitted my try at writtingThe total scam took me for $God bless, [redacted]

Ms [redacted] is an adult and has entered into a written agreement with us With her signature, she attested that she had read and agreed to the terms and conditions of both the Services & Distribution and the Installment Payment Plan agreements As stated in our response, the agreement is specific regarding refund eligibility, listing the status of the manuscript prior to and after submission and the applicable refundable amountsHer refund honored those terms

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.First, in response to AuthorHouse’s position that they are not required to send a if under $10, even if tax is withheld, their submitted proof is invalidThe IRS’ bulletin 2004-does not apply to me or my situationAnd I quote from the IRS website from the very link AuthorHouse supplied,“Royalties; information reportingThis ruling providesguidance concerning the reporting requirements of sections and 6050N of the Code for payments by publishers to LITERARY AGENTS on behalf of an author.ISSUESWhat is the correct information reporting for royalty payments made by a publisher for the rights to an author’s book or other literary composition if such royalties are PAID TO THE AUTHOR’S LITERARY AGENT who then forwards all or part of such payments to the author?”I am not a literary agent, I do not have one, and the overwhelming vast majority of AuthorHouse’s authors do not have one eitherAuthorHouse is aself-publishing (vanity publishing) company! Quoting an IRS ruling, which is not a law, that pertains to a completely different situation is ridiculousPayments are paid directly to me and to other authors.Furthermore, AuthorHouse’s claim that all I had to do was call and ask and a would be generated for me as they did in their responseto this complaint was for the benefit of those who read these complaintsThe facts of the matter are I did call and ask for a to be generated and was told by their customer service department in the Philippines that a would NOT be sent to me, but they would give me the information over the phoneIf they had sent me the 1099, I would not have complained about this in the first placeUsing a ruling pertaining to literary agents as the basis for not generating a for authors when taxes are withheld, regardless of the amount, is without legal justificationI am confident from the overall tone of AuthorHouse’s response that their solution to generate a if only an author asks is disingenuous and there will be no policy change at their company as a result of this complaint.Secondly, pertaining to the matter of the e-book royalties and AuthorHouse’s position that they were paid correctly: This is complete nonsenseThis appears to be their company policy and I could care less about itI have a Book Pricing Agreement that was negotiated at the time my book waspublished that clearly states e-book royalties will be paid at the rate of $I have attached that book pricing agreement to this reply as evidenceand would hope the Revdex.com does not put it out there for public display Furthermore, as you can see the e-book royalties are not paid at 50% as AuthorHouse attestsPlease have AuthorHous submit MY book pricing agreement that shows I agreed to be paid 50% of the sales price for an e-book as counter proof their position is correct since they say they have one, but do not “The Book Pricing Agreement shows the price and royalty for the e-pub version of Mr***’s book The eBook royalty is 50% of the net received by AuthorHouse.”).This exact problem occurred one year ago when illegal e-book sales were found after AuthorHouse was told there would be no such sales (attached e-mail 3)After extensive complaining and efforts, AuthorHouse assigned MrAdam [redacted] to resolve this issueMr [redacted] agreed that the royalties were not being paid correctly and AuthorHouse paid restitution and said this would not happen again (e-mail 5), and yet here we are againFurthermore, I agreed to allow e-book sales, regardless of sale price and e-book format, as long as I get the legally negotiated royalty fee of $and a sale price of $(e-mail 5)If AuthorHouse policy is to only pay 50% of the sales price, then they need to make sure they do not sell the e-book for under $as any grade school student knowsI have extensive personal e-mail correspondences in my possession between various AuthorHouse personnel and myself from the previous problem as evidence that what I wrote is factualIhave included just a few to prove what I have written is true.I sent a few of the correspondences from Mr [redacted] to MsRJ [redacted] as evidence that this problem has reoccurred, as well as a copy of myBook Pricing Agreement which she claimed to not have and asked forShe clearly ignored both, when she basically sent me a form letter response to the issues raised in the complaint.As for the comment, “If Mr [redacted] submits a Wvia his author center, he will not be subject to further tax withholding and then he would not have to deal with this issue in future years,” my response is: I have no intension of trusting the safekeeping of my social security number to any company that has demonstrated on multiple occasions to be dishonest, unresponsive, and inept in dealing with various mattersThirdly, as for Mr [redacted] response to the sales reporting system on their website being inaccurate and having missing sales information, “We are unclear what Mr [redacted] is referencingIf Mr [redacted] would elaborate on this claim, we will be happy to research and explain further,”I make the following comments: When I called AuthorHouse about the royalty and tax reporting issues, I explained to customer service on a recorded phone line what the problem wasI was told on more than one occasion when I contacted them the sales reporting system was not intended to be accurate with an answer something to the effect of, “it is only intended to be a good rendition of the actual sales.” Basically it is not to be relied uponand they have no intention of looking into the sales reporting system errors and fixing them.If Mr [redacted] claims to not know what the issue is, then maybe he should listen to the recorded conversation between Ms [redacted] and me that explains the problem concisely and everything else in my complaint instead of asking for me to tell AuthorHouse “just one more time.” Listen verycarefully, the sales reporting system on AuthorHouse’s website cannot be relied upon as being 100% accurateIf Mr [redacted] generates a sales report for my book and compares that report with the royalty report, he will find they to not agreeThere is a missing book sale for September 2014! He says he has done an audit and found no problemsUntrue, because there is a problemIf the sales reports supplied to authors are inaccurate, then how can an author rely on what the expected royalties are to be paid? I cannot be any clearer on this matterIt only requires “someone” at AuthorHouse to actually do some work and then fix the problemI can attach the actual reports to this reply if the Revdex.com requests I do so to prove what I have said is true and that what Mr [redacted] has said is untrue, but I do not want this personal information out in the general publicOr, AuthorHouse can do what I have made mention of to find the problem themselves instead of me explaining it just one more time and doingnothingEither make the sales reporting system accurate, put a disclaimer on the website that says the sales reporting system is not 100% accurate so that authors know not to rely on it, or remove the ability to get sales reports off the websiteI suppose AuthorHouse can lie and say they fixed the problem and simply do nothing which is how they handle most of their problems is seems.It is unconscionable to believe in this day and age of computers that a sales report cannot be made to be factualOne can only wonder how many other computer reports AuthorHouse uses to conduct business are not one hundred percent factualClearly, I cannot be the only author that has this problem and the others are simply being kept in the dark.Fourthly, pertaining to the suspicious coding of book sales by AuthorHouse to circumvent royalty payments, I make the following comments to MrHopkin’s explanationMr [redacted] states,“If a retail order is sent to and printed at our primary printer, Lightning Source, then that is the way the order will appear on the royalty statement The order will be entered as a Lightning Source order, as that is the business entity that sends the order information Lightning Source sends us a list of those books printed with the quantities for each month within a quarter The list does not tell us where Lightning Source received the order-Amazon, Barnes and Noble, etc.” And also, “It is correct that no consumer can order directly from Lightning Source This is because they are a printer, not a retailerAs stated above, if a retailer has their order printed at Lightning Source, that order will reflect as Lightning Source and not the retailer on the royalty statement.”When I contracted AuthorHouse to print my books, I was told that every retailer, other than Amazon had to go through AuthorHouseThis is because when Amazon received an order they would use their own company printers to print each copy of my book orderedHowever, everyone else’s books would need to be printed by AuthorHouse’s printer Lighting SourceHow is it a consumer (retail purchaser) cannot buy my book directly from Lighting Source, but another retailer in some still unexplained way can do so? Either I was told a lie when the contract was signed to print my books, or I am not being told the truth nowWhich one is it?Furthermore, Mr [redacted] claims that Amazon, Barnes and Noble in someway order books to be printed from Lighting Source in his rebuttal.If his explanation were true, then those sales would be coded as Lighting Source sales according to his explanation since Lighting Source does not tell Authorhouse which retailer (does Mr [redacted] really mean wholesaler) has purchased the bookBut, the facts are, the sales reports do identify all sales from Barnes & Noble and Amazon as sales from these companies and not as sales from Lighting Source!Additionally, to run on and on about some “proprietary, secret” information list is ludicrousNo distributors are being used to put my books on retail shelvesThis is a print to order business! I was told that if my book was to be offered at retail outlets, not on the Internet, that it was my responsibility to make this happenTo in someway claim that sales cannot be recorded accurately because a distributor is needed for an Internet website saleis not applicableI can understand if a “real” publisher who actually prints books and sends them to book stores would require a distributor, but to claim a print to order business needs a distributor is highly suspectI do not need to know every company on the secret list of Authorhouse’s distributor, but only the company that ordered the bookIf it was the distributor that is allowed to order books from Lighting Source directly, which again I was told does not happen, then code the sale as a sale from the distributor.Mr [redacted] further writes, “This list is the proprietary information of our distributors (Ingram and Baker & Taylor Book Distributors) The list of retailers with which they do business with is not public information and is not released to consumers We can say that many of the large retail outlets (Amazon, Barnes & Noble, Books A Million, etc.) use these distributors to facilitate inventory and therefore have access to our authors’ books.” I repeat, whether these retail outlets use distributors or not is a moot point! My books are not inventoried anywhere as is the case for the overwhelming number of books printed by AuthorHouseIt is an on-demand print as ordered business! You see, I sell so few books, that a distributor has never ordered one on my books to put on a store book shelfSince my books are not inventoried, for what purpose does a book distributor need ever order my books? Who then is making the purchases directly to Lighting Source print each book as it is ordered if not AuthorHouse (as I was told when I was first contracted AuthorHouse)?In my marketing information I had printed at the time I purchased the book printing services from AuthorHouse, it clearly says to contact Authorhouse for all retail salesI have attached a sample of this information as proof of my position (unable to send Attachment due to limit of attachments)It does not say to contact Lighting Source or some distributor.As for some last remaining observations to Mr [redacted] ’ explanation, “Mr [redacted] responded to Mr***’s email on March 20, 2014, providing much of the same information that has been provided above The email is attached There is no mention of having anyone else reach out to Mr***.”It seems strange that Mr [redacted] ’ claims to have researched this problem and yet the person he calls Mr [redacted] is the woman I spoke with at customer service in the PhilippinesSo at issue is, did this women lie to me when she said she was Ms [redacted] from the royalty help desk and sent me an e-mail after our conversation when in fact the real RJ [redacted] is a manRemember, these are recorded phone linesOr, did Mr [redacted] ’ even talk with the real RJ [redacted] who is a woman?Mr [redacted] writes “As stated previously, there was no mention on the part of Mr [redacted] of Mr***’s e-book royalty being $ The contracted royalty rate for ebook sales is 50% of net payments received, which is the royalty rate Mr [redacted] is receiving for ebook sales.”This is an absolute lie, a fabrication of the factsEither Mr [redacted] did not tell Mr [redacted] the facts when he investigated this issue or Mr [redacted] is simply replying with another predetermined answerI have attached my Book Pricing Agreement and other e-mails with AuthorHouseI can only wonder what Book Pricing Agreement Mr [redacted] was reading or not reading.Mr [redacted] points out, “The four calls Mr [redacted] received were from his previous marketing consultantHowever, that representative is no longer assigned to Mr***’s project Mr [redacted] has placed on the Do Not Call/Email list so no additional calls should be receivedIf Mr***desires to purchase additional services or books he is welcome to call us and we will route the call accordingly.”If this is how AuthorHouse handles problems, then we can see why they have problemsReassigning an individual from one account to anotherwithout further training only moves the behavioral problem to another authorSecondly, I did not ask, nor do I ask, to be put on the “Do Not Call/Email” list so that no one will deal with me when problems ariseThis is exactly the opposite of what I want to happen! It appears I was already on this list since getting anyone to do anything is a problem in and of it selfThirdly, I am quite sure it was NOT the marketing consultant who called me since I have had various marketing consultants call me and without exception, every last on of them reside in the Philippines! All these calls were made from the Indiana company office which is exactly who I asked to call me about this problem when I contacted customer service since customer service could not deal with the problemsPolitely claiming if I call again for service in the future is welcome and my call will be routed accordingly is exactly what I tried to do to solve this problemAsking me to do the same thing again and expecting a different result is unbelievableLastly, the problems I addressed had nothing to do with marketing and therefore the so called “sacrificial lamb in the Philippines (the marketing consultant)” being reassigned is nothing but another lieHow about firing the individual who actually called me from Indiana and hung up on me times withoutsaying a word so they could claim they tried to call me to resolve the problem, but I was not in? This might actually go a long way in fixing some of the problems your company has.As for remaining things Mr [redacted] says AuthorHouse is going to do, which is nothing, I have answered his comments in my responses aboveAgain, if the Revdex.com wishes to actually see the sales documents or additional e-mails on this matter dealing with the previous problem on this same issue, then I can send them since AuthorHouse’s representative, either Mror Ms [redacted] , ignored everything that was sent to him or her.I am still looking for exactly the same results that I asked for in the original complaint to settle this matterNothing has change by AuthorHouse responding with a bunch of misdirection, fluff, and lies.Regards, [redacted] ***

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 WHILE Trafford is taking care of NOW what I requested last year, there's no excuse for an employee who either can't figure out how to remove a person's name from the DO NOT CALL LIST or ask for help on how to remove a person's name from the DO NOT CALL LISTTrafford's excuse is lame, at bestAnd shows monumental disregard, and disrespect for DO NOT CALL requestsAs it was last year, I had to request multiple times to be removedSo again -- Trafford's excuse is lameWhen someone asks once to be removed, that should be sufficientSo there is something in Trafford's corporate culture that encourages its employees to harass the public until the public has to take drastic measures like call the Revdex.com or file a complaint with the Federal Trade CommissionTrafford's behavior and lack of integrity when it comes to people's requests confirms what has been written about this company in books about publishing, and onlineIt's good that this complaint will be viewable by the public, and I will add what I know to the public arena about the practices of this companyI consider this matter closed, but if I receive any more calls from Trafford -- and to have one of your employees leave both an unprofessional message, in a hgh screeching voice AND with an URGENT tag to the message which is uncalled for, reprehensible, offensive and invasive -- I will file a complaint with the FCC, and with the Revdex.com, in whatever state you do business in

Dear Revdex.com, Thank you for the opportunity to clarify for Ms [redacted] her concerns with the pre-submission information provided her editorial assessment and her refund requestMs [redacted] purchased an Empower publishing package from Balboa Press on January 22, Ms*** received a discount from the standard price of $4999, purchasing the package at a price of $ That day she spoke with Jose Fortich of our Finance Department, who explained to her the refund policy, to which Ms [redacted] verbally agreed On January 23, Ms [redacted] signed and returned the Self-Publishing Services AgreementA copy is attached for your reference Pre-Submission Information Guides Ms [redacted] states that she was sent too much information at the start of the process, some of which did not apply to her book The initial email sent to every author attempts to provide all of the information that an author may need for the publishing process, in order to prevent surprises later in the process The information is presented as separate PDF guides for easy reference throughout the publishing phases The document guides sent are: · How to Claim Your Free Author Learning Center Subscription (sign up instructions) · Fair Use Guidelines (copyright law guide for using images and portions of another’s work) · Manuscript Preparation Guide (pre-submission checklist of manuscript elements to identify if adjustments are needed before submitting) · Walkthrough of the Online Submission (step by step how- to for submitting online) · Balboa Press Submission Form (form for submittal of manuscript) · Image Submission Guide (criteria for usable images)· Cover Idea Aid (design suggestions for appealing to your target audience) · Marketing Text Information (guide in developing cover copy as marketing tool) · Road Map (step- by-step guide that walks author thru the phases of book preparation with timelines and contact points) As self-publishing requires author input throughout, these guides are reference documents for the author’s use to ensure that the their submission goes smoothly and, once submitted, to help the author keep track of their book’s progress and identify the items that will need their attention Hard ReturnsIn her filing, Ms [redacted] mentions hard returns are in her manuscript, stating that her understanding of hard returns is when one presses the “enter” key to start a new paragraph Attached is the page from the Manuscript Preparation Guide discussing hard returns This page states “hard returns at the end of paragraphs and between paragraphs like the ones in the left image are correct.” Ms***’ manuscript has these correct hard returns, so she would not incur additional fees for them Attached is an email trail from CheCoordinator Barb Carter spanning from March thru March 9, 2015, reassuring Ms [redacted] that she would not incur fees related to hard returns Editorial AssessmentMs***’ package included an Editorial Assessment, described on the Balboa website as an overview of the manuscript which includes an assessment of the book's strengths and its areas for improvement, a sample Line Edit showing the types of errors found, and a service level recommendation The Editorial Assessment is not a replacement for editorial services Rather, it is a preliminary diagnostic tool, examining sections of the manuscript in detail (the first chapter or to words) to pinpoint areas in need of improvement A two to three week timeline is allotted and will vary with the number of assessments in houseAdditional detail can be found on the Balboa Press websiteMs [redacted] states that after she had received confirmation that her work had met Balboa content standards and was accepted for publication, she contacted her Publishing Consultant to advise that she had made editorial changes to her manuscript in the interim and was sending the updated manuscript As the original manuscript was already in the Editorial Assessment phase, it was the one used in the assessmentMs [redacted] believes that the sample edit was performed by a computer, citing one perceived error in the Editorial Assessment In fact, the editor performing the Editorial Assessment service did read the first portion of Ms***’ book and manually performed the sample line edit The error that Ms [redacted] cites is actually grammatically correct, though not accurate in the context of the sentence The assessment also points out additional errors and recommends line editing A copy of the assessment is attached; a copy of the line edit is available upon request Editorial recommendations are not requirements; any action taken is at the discretion of the author The assessment confirms that the original manuscript contains errorsAs evidenced by her statement regarding the submission of an updated manuscript, Ms [redacted] recognized that editorial changes were needed in her original manuscript Who can publishMs [redacted] is concerned that, in her words, “anybody can publish anything so long as they pay the price.” As clearly stated on the Balboa website, we have certain criteria for the books we will publishAs a division of Hay House, Balboa Press focuses on works related to the mind-body-spirit subject matter and that are in line with our core values: to help people improve their lives and the EarthIf a work does not conform to these standards and those outlined in the Self-Publishing Services Agreement, it is subject to rejection or cancellation Authors who meet the criteria may choose to self-publish their work with Balboa Press Ms [redacted] made that choice and hired Balboa Press to provide certain publishing, distribution and promotional services to fulfill her objective of publishing and selling her book A copy of her Self-Publishing Services Agreement is attachedRefundMs [redacted] requested a refund from her CheCoordinator MsCarter on March 23, 2015, and cites delays in this refund Although Ms [redacted] had previously mentioned that she was considering a refund, she decided to move forward with publication After her request on March 23, the refund was processed and paid on April 3, well within the 35-day timeframe stated in the Self-Publishing Services Agreement, Section Refunds, Paragraph Timing of Refund Issuance, which reads: Timing of Refund IssuanceWe shall make commercially reasonable efforts to process any refund due to You within thirty-five (35) days of the date of the applicable termination, absent any extenuating circumstance or dispute regarding the applicability or amount of refundWe may refund to You via the payment mechanism that You paid Us with, or such other mechanism, in Our discretionMs [redacted] states that she was told after her Editorial Assessment that she could receive a full refund less $150, yet she provided no documentary evidence to support this statement which is contrary to her services agreement The manuscript had been submitted and the editorial assessment completedThe interior design phase had yet to begin, making her eligible for refund per element (b) of the Services Agreement, Section Refunds, Paragraph (copy attached) which reads as follows: Refunds following Termination.You may be entitled to a refund of all or a portion of the amount You paid for a Publishing PackageThe refund opportunity is exclusive to the amount paid for the Publishing Package as referenced in the Service OrderAll other Services are non-refundable after purchaseYou shall be entitled to a refund of the amount paid for the Publishing Package as follows:aPrior to submission of the manuscript: 100% [less a $(USD) setup fee] bAfter (a) above and prior start of interior design work: 50%cAfter (b) but prior to final sign-off 25% Subsequently, Ms [redacted] is eligible for a refund equal to her payment of $3999, less 50% or $The amount of $was returned to the AMEX card used to make the original purchase on April 3, 2015, Transaction ID a8f43a1cd3c242b3a62b4eaa62aaca0eThe refund should appear on Ms***’ credit card within 3-business days.In conclusion, Ms [redacted] received the detailed submission guidelines that all authors receive prior to submissionMs [redacted] was advised that the hard turns in her manuscript were a part of its design element and not subject to any fees The Editorial Assessment of Ms [redacted] original manuscript found some errors and line editing was recommendedMs [redacted] has been refunded in accordance with the terms and conditions of her Self-Publishing Services Agreement The $refund will appear on the credit card used to make the purchaseWe hope the information provided with this letter illustrates the steps we have taken to address Ms***’ concerns and process her refundPlease let us know if additional steps need to be taken for an amicable close to this case Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to explain the refund terms as stated in Ms [redacted] services agreementOn November 6, 2017, Ms [redacted] agreed to purchase a Black & White Professional Publishing package at a reduced rate using an installment payment plan, which added a $ non-refundable sfee to the totalWe emailed the Services and Distribution Agreement and Installment Payment Plan documents to her for review and e-Signature using the DocuSign systemOn November 23, 2017, we received her signed Services & Distribution Agreement and Installment Payment plan documentsIt is important to note that the signature and date appearing on the document are computer generated as noted in the instructions for signingAlso on that day, her initial installment payment was chargedOn December 7, 2017, Ms [redacted] decided to upgrade her publishing package to a Full Color Premium PackageShe agreed to a new payment plan and the transfer of the funds paid toward her original package to the new oneIn addition, she received a new set of DocuSign documents (Services & Distribution Agreement and Installment Payment Plan) for the new packageOn December 21, 2017, we received her signed documents and the following day her manuscript entered the Content Review phase of its publicationPlease note that the only differences between the initial agreements and the second set of agreements are the DocuSign system identification number, the signature date, and the payment plan amountsAttached are copies of the documents for your referenceAs stipulated in the terms of the agreement, manuscripts and materials submitted must comply with our content guidelines set forth on our website and all applicable laws and regulationsThis evaluation is a review of the work for issues that could potentially put the author at risk for copyright infringement, libel or invasion of privacyWhen completed the author receives the findings with either a go-ahead to proceed or recommendations for revisions, accommodations or permission to use documentationOn January 9, 2018, she sent some replacement images in response to the findings of the reviewTwo days later, she asked to cancel her project stating she had secured an exclusive contract from another publisherWe opened a cancellation and refund request the following day, yet on January 18, 2018, we received and acknowledged the receipt of more purchased images for her bookOn January 19, 2018, we received an email from her agreeing to proceed with the project, vacating her refund requestOn February 1, 2018, we received and acknowledged receipt of another manuscript plus notice from her that she would be resuming the paymentsOn February 12, 2018, we forwarded the initial galleys to her for review along with pricing informationOn February 15, 2018, she expressed her objection to the design and asked to cancel the projectAlthough she spoke with her Publishing Services Assistant about her concerns, she refused an opportunity to have the layout revised The following day we initiated a new refund requestA member of the Refunds Team reviewed her request for eligibility and provided her with their findingsThey applied Section of the terms and conditions of the Services & Distribution Agreement, which reads: If You terminate the Agreement, or if We terminate the Agreement for Cause (as defined below) at any time or without Cause after we have fulfilled the Publishing Services and Marketing Services, Refunds will be issued as follows: For Publishing Packages: Prior to submission of Your Manuscript: ? 0-calendar days after the purchase: 100% of purchase price, less AU$or 10% of the purchase price, whichever is greater ? More than calendar days after the purchase: No Refund After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines: ? After submission of Your Manuscript but before design work begins: 50% of purchase price ? After design work begins but prior to final approval: 25% of purchase price After You have given final approval of the Work: ? No Refund NOTE: Submission of Your Manuscript occurs when You first deliver to Us any text or images intended for publication In her filing, Ms [redacted] writes that she believes she is eligible for the prior to submission level of refund instead of the level her work had reached as determined by the refund team At the time of her refund request, the design work on her project had begun, initial galleys prepared and submitted to her, but final approval not yet achievedAt this phase, she is eligible for a refund of 25% of the purchase priceShe was advised of her work’s status and the eligible refund prior to our receipt of this filingThe purchase price of the Full Colour Premium package was AU$3, She paid $1,toward the package, leaving an outstanding balance of $In addition, the non-refundable payment plan fee of $and two payment plan decline fees of $each are payable, adding another $120, for a total of $outstanding on her account The refund of 25% of the purchase price of $3,is $Subtracting the refund from the outstanding account balance leave a balance due of $ As a goodwill courtesy, we will waive the balanceIn summary, at Ms***’ request and in accordance with the terms of her Services & Distribution agreement, we applied the eligible refund to the outstanding balance on her accountAs a goodwill courtesy, the remaining balance is waivedWe trust this information addresses Ms***’ concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the status of Ms***’ bookOn June 30, 2008, Ms [redacted] purchased the Essential Color Paperback publishing package for the discounted price of $ 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 $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 priceShe chose to use a payment plan which added a $non-refundable sfee, making her purchase total $In her filing she makes reference to lack of transparency, unprofessional-ism, confusion and deliberate mof 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 professionallyWithout 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 bookShe began the pre-production stage of her project in July and her manuscript completed its copyediting phase in However, from November to April 2012, her communication with us went dormantIn September 2013, with her direction the preparation of her book resumedOver 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 projectPrint 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 titleWe 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 networkIt 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 titleSince her agreement and cancellation with us is unique, it should not have received this standard cancellation noticeWe apologize for any frustration or inconvenience this error has caused her and thank her for bringing it to our attentionOur records show that we received an email from Ms [redacted] after business hours on A [redacted] 1stThe post production representative, Tami S***, responded the following morning to explain that the email had been sent in error and her title was not in distributionAs 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 channelsAlso, 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 titlePlease reference the attached screenshots showing the results of a search for her title’s ISBN on their websitesDesired 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 distributionShe reviewed all the illustrations and galley proofs and approved them for printingTo 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 refundThe 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***, 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, 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 MrA*** 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 projectSomething 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***’ 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 $fee for production files will be waived Once the files are completed, they will be mailed to her at the updated addressRemove/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 waivedIn conclusion, we apologize for the confusion created by the cancellation emails she was sentThe 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 recordSincerely, 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.My book was listed on the Allbookstorescom website until I fired Xlibris as my publisherI may be able to get more evidence in the future from other chandls that are available to authors Xlibris' responce is lam My book was listed on the All bookstores website untill I fired Xlibris.V Regards, [redacted] ***

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

Dear Revdex.com, Thank you for giving us the opportunity to address Mr [redacted] s concerns regarding his publishing package and our Self-Publishing Services Agreement On December 12, 2013, Mr [redacted] purchased the Book Launch Premier Pro package from iUniverse taking advantage of a $discount and a free Author Website Standard Setup (valued at $379), for a cost of $He elected to use a payment plan which added a non refundable payment plan fee of $30, making his total $ Services Agreement and Fulfillment of Services On the same day, a Self-Publishing Services Agreement (revised 11/08/2013) was sent to Mr [redacted] via e-mail for him to sign and return to usPer policy, work on a book project can only begin after this document is signed and returned to us by the author On January 21, 2014, Mr [redacted] indicated that he was nearly finished with the book and would return the agreement with his completed manuscript Mr [redacted] states in his filing that he was advised there was no time limit to finish his book which is correct However, a fully executed agreement is required before iUniverse staff may begin preparation of the work for publication Although an agreement was made available to him in December 2013, he requested and was sent another copy of the services agreement in January To date, Mr [redacted] has not signed this agreement; therefore, we are unable to move forward with any of the services included in his package Editing Services In his filing, Mr [redacted] claims that iUniverse is refusing to provide the full editing services that he purchasedA list of the services in his Book Launch Premier Pro package are attached for your reference and may also be found on the iUniverse website at: http://www.iuniverse.com/Packages/BookLaunchPremierPro.aspx The package includes one (1) editing related service, the Editorial Evaluation service, which is not a full editing service as he suggestsThe service is comprised of a review of the manuscript and recommendations for improving the work In addition to assessing the author’s work to ensure it has fulfilled the basic requirements of a published book, an editorial evaluator will provide a general overview of the manuscript with constructive comments A detailed report of the evaluator’s observations will include both the strengths and weaknesses of the work and a recommendation of the editorial service level appropriate for improving the manuscript further The author may choose to arrange for the implementation of those recommendations by hiring an independent editor, purchasing an iUniverse editorial service, implementing them himself or ignoring them altogether The fulfillment of the Editorial Evaluation is incumbent upon the receipt of a signed Self-Publishing Services Agreement from Mr [redacted] Services Agreement Objections In his filing he indicates that he objects to the “sampling” and distribution rights elements of the agreement These elements are basic to the print-on-demand, self-publishing industry and make it possible for a title to reach into the global marketplace and for the consumer to conveniently discover and purchase a titleThe package he selected, the Book Launch Premier Pro package, contains services that utilize these elements to further target the consumer thru on-line retailers, storefront bookstores and media outlets both traditional and social Mr [redacted] states that he no longer wishes to publish his book, yet he asks for some services to be performed---editing and twenty (20) copies of his book In order to provide copies of his book, it must complete the publishing proceduresWithout a signed agreement, no work will be performed on his manuscript Refund On December a refund was issued to Mr [redacted] in the amount of $to his AMEX ending in Mr [redacted] should see the refund reflected in the next 3-business days depending on his card company Sincerely, Elaine [redacted] Manager of Author Satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this 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 The requests for photo permissions will be easy to get 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 under one condition:Could Xlibris Press cancel ALL books with me They stated that they would keep my book " [redacted] ***" active; I would like all books cancelled at this time.Thank you very much for your help with canceling my books with Xlibris Press Regards, [redacted]

Thank you for the opportunity to explain the steps taken toprovide copyediting for Ms [redacted] manuscriptMs [redacted] signed up to publish her book with Xlibris onJanuary 6, She purchased a Black & White Premium publishing packagetaking advantage of a promotional rate The package includes a copyediting servicewhich follows the Oxford Style ManualThroughout the manuscript the only outright changes that thecopyediting service will make concern obvious spelling errors, the use ofpunctuation and obvious grammatical errorsThe editors will also provide valuable constructive comments andsuggestions where the editor thinks some sentences can be improved or recastfor coherence, conciseness and readabilityAny actions regarding these suggestions and comments are at the discretionof the author A Copyediting ConsultationChecklist is also supplied with some style questions to be answered andinformation about what the service does and does not includeFor additionaldetails about copyediting and the accepted margin of error, please reference FAQlink below on the Xlibris Australia website http://www.xlibris.com.au/faq/Editorial.aspx#Editorial Following the submission of her manuscript and the copyeditingconsultation checklist, copy attached, Ms [redacted] manuscript was endorsed foreditorial fulfillment on May 15, The edited manuscript was sent to Ms[redacted] for review and approval on May 26, A copy of the approval form with instructionis attached for your referenceAs we received no response within a reasonable amount of time, afollemail was sent to Ms [redacted] on June 9, and another on June 30, Attached is the email stringendorsing the edited manuscript to Ms [redacted] for review, our follemailsand the request for a sample of the errors she found In addition, phone calls seeking status of thereview were placed on June 10th, June 18th, June 23rd,June 26th and June 29th On June 30, 2015, Ms [redacted] returned the phone call of theprevious day but was the representative was unavailable at the time Also on June 20, 2015, Ms [redacted] responded toour email inquiries about her review of the copyediting and expressed herdisappointment with the edit, claiming it contains grammar, spelling andpunctuation errorsYet she provided no specifics, examples or other comments Immediately, her representative responded withan email requesting her assistance by providing more specifics with pagenumbers as instructed in the copyediting approval form The representative also advised that we donot want to delay the publishing of her book and her assistance would help usto validate her concerns and allow us to address them appropriately No response was received To validate Ms [redacted] claim, a senior editor reviewed themanuscript finding several instances where adjustments failed to be noted As expressed on the Xlibris Australia website(see link above), copyediting services are subject to a margin of error A management review of the concern wasconducted and on July 14th an offer to re-edit her manuscript at noadditional charge was made Ms [redacted] accepted the offer and stated that she would send us the manuscript on Friday In summary, Ms [redacted] will be sending a manuscript to be used fora second copyediting serviceUpon its receipt and with Ms [redacted] consent wewill execute another copyedit of her manuscript at no cost to her Once completed the new copyedit will besubject to her review and approval in accordance with the description on theCopyediting Service Approval Form We hope the information provided with this letter illustrates thesteps we have taken to address Ms [redacted] concernsPlease let us know ifadditional steps need to be taken for an amicable close to this caseSincerely, 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 not satisfied with this resolution becasue as I have contended before, IUniverse misrepresented claims I have stated that they are more interested in selling products to authors than selling books Their information to new authors is confusing and hard to follow The author is exposed to so many people in so many departments that it is hard to understand what is going on especially for a new author unfamiliar with the publishing business The company's response is well written but does not offer the full story on customer realtions and how to treat new authors I have felt cooerced into purchasing products and did not understnd the editing process The claims made in the company's responce about being asked to cut words from my manuscript are invalid They asked me to cut down to words becasue they said new authors should not have books too long I did that, followed instructions, not understanding that I had complete control over my bookI am still completely dissatisfied with service and am still requesting a full refund I am prepared to write a very poor review for this company on their website as well as others I am very disappointed in their responsesBelow you will find a screen shot of the email I sent on June which the company says they never received I copied this email form my sent box I will send it to them again.I hope the Revdex.com convinces the company to provide a full refund for services for a very dissatisfied customerThank you for your time and consideration., [redacted] *** Regards, [redacted] ***