Author Solutions, LLC

Dear Revdex.com, Thank you for the opportunity to review and describe the steps taken to honor Ms [redacted] ’s request for a refundMs [redacted] purchased the Video Plus publishing package on December 31, for the discounted price of $ She paid in full at the time of purchase Ms [redacted] had yet to return the signed Terms and Conditions when she was emailed by her Marketing Services Representative, Denise J [redacted] , on June 17, 2016, that the Personal Email Campaign included in her publishing package had been discontinued She was provided another option to replace that service at no cost to her Ms [redacted] responded the same day requesting a full refund of the publishing package Christopher C***, Sales Refund Specialist, phoned her to inquire about her refund request He told Ms [redacted] that she would receive a full refund since her signed Terms and Conditions had not been returned and that the timeline for the refund was days She agreed with what was saidOn July 1, 2016, her refund request paperwork was approved for paymentFinance was notified to prepare a check payment and on July 5, the payment was scheduled Ms [redacted] writes in her filing that Eugene H [redacted] , Global Director of Author Satisfaction said “I would definitely have my refund of $3,sent to me by Friday July 15th and it would be UPS to me.” This is exactly what happened Her refund check was cut and sent via UPS on Thursday, July 14, 2016, tracking number [redacted] According to the UPS website, the check is currently in Ms [redacted] ’s home state of [redacted] She should be receiving the check within the next couple of daysAll of this transpired within the days promised by MrC [redacted] on June 17, In closing, Ms [redacted] ’s refund was processed with the days promised by MrC [redacted] when she requested her refund on June 17, The check was cut and sent via UPS exactly when MrH [redacted] said it would The tracking number is provided above so Ms [redacted] can track the check It should arrive within the next day or twoSincerely, Elaine H [redacted] Manager of Author Satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The company has not addressed the issue of the dispute with honestyTheir deceptive response leaves out critical detailsFurther, they have not met their verbal agreements as they were given to me.A contract is an agreement between two entitiesBoth must perform the services they promised, verbally or otherwiseTherese I***, promised me from our November on conversations that WestBow would edit my book with no additional charges outside of the that I agreed toFurther, she promised they would market my book, and establish a website for meNone of these things occurredMoreover, the company can not successfully demonstrate that they performed any services for me outside of an email and a phone call that confirmed the receipt of my documentIn fact, I only received one additional phone call after the receipt of my documentAnd, that phone call was to inform me that my document had "passed the editorial review process"--and, that now I would need to pay an additional to have the document editedThat was on Feb(note my second payment had been made on the 5th--and, to have my first contact after my 2nd payment, is probably not a coincidence), when I replied: I don't understand, the female consultant (referred to as a male in the response document) quickly hung up, saying someone would call laterTherefore, the response document, saying: "On Feb6, 2018, her book completed Content Review and her checoordinator advised work had passed and was proceeding to the Editorial Assessment phaseHe explained timeline of 3-weeks and reiterated the scope of service"--is nothing but pure fiction on the company's partWhen I balked at being asked to pay another and wanted to know why, and reiterated what I had been promised when I signed the agreement--the conversation quickly ended.There was no further conversation until Febwhen a "publishing consultant" calledThe conversation began with the reason she was calling was to offer to edit my book for an additional When I repeated, that I didn't understand why she was asking for more money--that I had been assured that editing was included in my agreement--that's when I was told, that editing was not included in the packageAt that point, I pushed the issue and asked if marketing, distribution to bookstores, establishing a website, etcwas included, she said: "Absolutely not." When I said, I had been mislead after I learned none of the services, I was verbally promised I would be getting were to be, I asked if I could cancelThe consultant assured me at that time that I could cancel but there would be a 10% penaltyI stated that was fine and agreed to the 10% penaltyAnd, later, that same day, I sent an email to MsI***, indicating the same.hat's when all the contacts with the company startedMsI [redacted] asked if she could have someone to call me to change my mindI told her I would talk to anyone but wanted assurances of the things I had been verbally promisedIf not, I would cancel, paying the 10% penalty(By the way, I was told that that phone call in which I cancelled--and, the consultant told me I could do so with a 10% penalty was recorded for accuracy sakeIf it wasn't, and it demonstrates I am telling the truth, then the company has lied yet again.) on February 12, from a "publishing consultant" who asked for an additional to edit my bookIt was on Feb12, 2018, when I learned that there would not be any services provided for me that had been verbally promised, that I asked to cancel my agreement with themAt that time I was told by the consultant, that I could cancel, but there would be a 10% penalty feehe majority of contact I had with the company came after I notified the consultant on Feb12, I would be cancellingMoreover, on that same date, I put my desires to cancel the contract in writing, via email to MsI***She asked if I would mind if someone called me to ask me to reconsiderWhen a gentleman called to ask me to reconsider, I asked him if he could demonstrate any service that they had provided for me to that dateHe could notHe just went round and round in circles, not saying anything that was helpful or specificAgain, I reiterated to him, that if he could demonstrate that they had done anything to warrant my money, he should specifically identify itHe could not [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Dear Revdex.com Thank you for the opportunity to bring resolution to this inquiry Mr [redacted] signed up with Xlibris on November 12, to publish his book entitled “ [redacted] ***”The book completed its publication process and was initially made available for sale with Mr [redacted] ’ approval on January 9, We have attached Mr [redacted] ’ approval for your reference Prior to the publication of his book, Mr [redacted] contacted Xlibris to have his name added on the spine text of his book’s coverThe instructions were forwarded to Production but due to a human error during the design process, Mr [redacted] ’ first name was incorrectly spelled by the designer assigned to work on his bookIt should be noted that Xlibris’ author oriented approach requires approval for every step of the processWe do not move ahead until we have an author’s expressed approvalUnfortunately, both the interior and cover design files with the incorrectly spelled name were reviewed and approved by the Mr [redacted] for publication Mr [redacted] also mentioned that his emails have gone unanswered and delayed for almost two weeksOur records indicate that Mr [redacted] reported the incorrect spine text to us on May 12, Revised cover files with the correct spine text were sent to Mr [redacted] for review on May 14, We have attached a copy of the emails for your reference In summary, Xlibris understands the importance of accuracy in carrying out the instructions forwarded to us by our authors to ensure satisfaction with our servicesWe would like to apologize to Mr [redacted] for this unfortunate incidentAs of this writing, we await the approval on a new set of corrected printed copies sent to Mr [redacted] for reviewXlibris shall replace all orders with the incorrect spine text once we receive his approval on the review copies We hope the information provided with this letter illustrates the steps we have taken to address Mr [redacted] ’ concernsEugene [redacted] Global Director- Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to clarify the payment of Mr [redacted] ’s royalties and his request for promotional servicesMr [redacted] signed up with Xlibris on February 24, to publish his book entitled “ [redacted] ”The book completed its publication process and was made available for sale with Mr [redacted] ’s approval on July 30, RoyaltiesXlibris pays royalties to authors based on the quarterly royalty schedule belowRoyalty earnings accrued throughout a sales quarter will be compiled and paid within forty-five (45) days of the quarter’s end.· First Quarter: January – March (Payments are made end of May)· Second Quarter: April – June (Payments are made end of August)· Third Quarter: July – September (Payments are made end of November)· Fourth Quarter: October – December (Payments are made end of February)Royalties are paid quarterly following a $threshold requirementRoyalty for the first, second and fourth quarters must amount to at least $to be qualified for its quarter’s payoutRoyalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payoutIf the accumulated royalty earnings fail to reach the threshold throughout the three quarters, royalty is paid out on the third quarter regardless of the amountChecks are sent to the address on record as provided by the author Authors are responsible for providing changes in their mailing address and may do so thru their Author Center account or by contacting our Customer Support staff by phone or email Mr [redacted] ’s Royalty Statements and PaymentsOn November 5, 2014, Mr [redacted] alerted our Royalty Helpdesk that he had not received royalty checks for his book As we take seriously the payment of royalties, we immediately began an investigation of his sales and royalty paymentsThe results of our research are itemized in the Royalty Payment and Statement Reports document attached The report has two (2) sections—one listing sales data and the other royalty payments made Statements of sales made and royalties earned from sales of his work are posted to Mr [redacted] ’s online Author Center account via the Xlibris websiteA copy of his Royalty Statement Report is attached as part of the Royalty Payment and Statement Reports document The Royalty Payment Report lists the quarters that royalties were earned, check numbers, issue dates, taxes withheld, and check amounts along with the addresses of record at the time the checks were sent Please note that in and three (3) checks were issued The check was neither cashed nor returned; the two (2) checks were returned as undeliverable No sales have been reported after Our investigation found that Mr [redacted] had changed his address several times which may have contributed to his checks not reaching him As the first check was not returned or cashed, we are unable to discern if he received it The address for the other two checks was different yet the checks were returned as undeliverable and attempts to reach him to verify his address were unsuccessful An updated address was provided with his November 5, inquiry In addition, please note that for two (2) of Mr [redacted] ’s checks, federal taxes were withheldWe are required by the Internal Revenue Service to withhold federal tax unless a completed W-form is on fileThis form was later completed and filed resulting in no federal taxes withheld for payments made in the quarters following its receipt.Re-issued Royalty Payment CheckAs attempts to provide Mr [redacted] with his royalties were unsuccessful in and 2012, we re-issued a check for the royalties earned during that period The check was issued on November 21, and appears on the attached Royalty Payment Report The check was sent to his most recent address in Taiwan and has been cashed Additional Royalty Payment As a result of our research we found that payment for two (2) royalty earning sales was outstanding Those sales are outlined in red on the attached Royalty Statement Report and are dated June 27, and August 15, respectively As payment should have been included in the payout quarter for (Quarter 3), a check for payment was expedited and mailed to Mr [redacted] on November 11, to his current address in TaiwanThe check has been cashedCompensation RequestMr [redacted] has stated that in addition to the marketing and promotional services included in his publishing package he seeks the following promotional services as compensation for the missed payout of royalties: Website Redemption .$Paperback Copies .$199.00Hollywood Service .$We have explained to Mr [redacted] that due to the cost of the services requested, we cannot accommodate his request We have, however, offered to provide services worth $686--the website redemption service which he requested (valued at $287) and a publicity campaign (Press Release Essential 100) valued at $ Mr [redacted] declined our offer and insisted on getting the services he specified In summary, we apologize to Mr [redacted] for any inconvenience the incorrect royalty payout has caused him Although royalty checks were mailed to Mr [redacted] in and to the address of record they were returned as undeliverable and a valid address was not received until November Subsequently within a few days of receipt of his current address, the returned checks payment was re-issued and an additional payment for two (2) sales missed in followed the next week As both checks have been cashed, Mr [redacted] ’s royalties have been paid in full Mr [redacted] ’s publishing package is no longer eligible for refund as all services have been fulfilledMr [redacted] ’s demand for specific promotional services has been denied and a counteroffer tendered and declined by Mr [redacted] We trust this information illustrates the steps we have taken to address Mr [redacted] ’s concernsSincerely, [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to explain how Mr***’s sales and royalties were calculated and paid Mr [redacted] signed up with Xlibris on April 11, 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***’s approval on April 29, Royalty payment scheduleAs described in Section Your Royalties of the self-publishing services agreement signed by Mr***, 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 of the subsequent year Royalties are paid by check or by Electronic Funds Transfer (EFT)Check payment is subject to a quarterly $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***’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 quarterMr***’s Royalties Mr [redacted] contacted Xlibris on November 10, 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 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 accountA copy of his Qroyalty statement is attached for your reference We explained to Mr [redacted] how sales and royalties are calculated and that our records indicate his Quarter royalty was deposited to his preferred account ending in In addition, we informed him that the Quarter data was yet to be complete as the ingestion of all verified data for the quarter was still in processHe was provided with what we had received and reviewed as of that datePlease 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 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***’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 receivedIf Mr [redacted] can provide documentary evidence that disputes the sales data, it will allow us to open an investigation with our print partnersAcceptable 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 bookAnother 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 runWithout 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 requestThe cancellation was initiated the same day and confirmed in the attached email In summary, Mr***’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 salesMr***’s title was been cancelled per his written requestWe trust this information illustrates the steps we have taken to address Mr***’s concernsPlease advise if additional steps need to be takenSincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to address Mr [redacted] ’s royalty concernsMr [redacted] writes that he is waiting on the re-issue of royalty payments When an author advises that they have not received a royalty payment, we conduct a review to validate the claimOur records show that on March 30, 2017, Mr [redacted] contacted us to advise that he had sent a cancellation letter to us and provided new contact informationHe also stated there are three royalty payments he has not received or, if did receive them, failed to cash the checks He went on to explain that he had just enrolled in the EFT program and wanted the check amounts deposited to his bank accountHe was advised that in order to re-issue royalty payments, we must first validate the status of the paymentsRoyalty payments are made quarterly according to the following schedule: First Quarter: January to March (checks mailed in late May) Second Quarter: April to June (checks mailed in late August) Third Quarter: July to September (checks mailed in late November) Fourth Quarter: October to December (checks mailed in late February) Payments are made in a quarter where the earnings exceed twenty (20) US dollarsIf the threshold is not meet in a quarter the amount is carried forward to the next quarter and accumulates until the amount reaches the thresholdIf the cumulative earnings fail to reach the threshold in the fourth quarter the amount earned will be paid, clearing out the royalty for the yearWe reviewed his sales and royalty information found that the following checks for the fourth quarters of 2010, and were issued yet remain outstandingNone were presented for payment or returned to us as undeliverable: Q Ck# [redacted] for $(No withholding taken) Q Ck# [redacted] for $($less $federal withholding) Q Ck# [redacted] for $($less $federal withholding) In keeping with the timelines for quarterly payouts, an electronic funds transfer was made for Qon November 16, via transaction: [redacted] , for $($less withholding of $7.35)The re-cut was requested for the checks listed above and should have been for a total of $As Mr [redacted] has filed no W-form, his account was coded to withhold federal taxesAlthough taxes were withheld from all three quarters, taxes should have only been withheld from the quarterTo correct this situation, an EFT for $($withheld less $for 2010) will be issued with the 60-day royalty payment schedules at the end of the monthIn summary, we apologize to Mr [redacted] for the delay in validating and re-issuing his royalties to himWe thank him for enrolling in the EFT program, which will ensure the timely receipt of royalties To avoid federal tax withholding we suggest that he consider completing the W-tax form available to him through his AuthorCenter accountWe trust this information illustrates the steps taken to address Ms [redacted] ’ royalty concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for theopportunity to review Ms [redacted] project and complete her refund requestOn April 27, Ms[redacted] signed up with Xlibris to publish her book entitled “ [redacted] ***”, purchasing a Black & White Professional publishing package ata promotional rate of $from the regular $price On May 7,the package was converted into a Full Color Professional Picture Book packageat no additional costMs [redacted] also purchased additional promotionalservices for her bookA breakdown of the services, date of purchase, price,discount and total cost is attached for your reference Conversations with Publishing ConsultantMs [redacted] expresses herconcern over inaccuracies in some information she received and the absence ofreceipts for marketing services purchasedIt is very important to us that potentialclients receive accurate information about out services, packages, and the termsand conditions of our agreements Upon receipt of thiscomplaint, a review of the conversations between Ms [redacted] and her publishingconsultant was conducted The review showssome confusion regarding several details—package choice (color or black andwhite interior), book size and pricing, cancellation terms and refundeligibilityOur records show that a receipt for each of the added servicesstated in the filing was created at the time of purchase and sent to Ms[redacted] email of record We thank her for calling toour attention the confusion potential in the above mentioned areas with thechange of packages from black and white to colorAs a result we have takensteps to ensure that the publishing consultant in question will provide the detailsand paperwork for the publishing packages purchased, especially when onepackage is exchanged for another In addition, we extend ourapology to Ms [redacted] for any inconvenience she has experienced as a result ofthe information received Refund RequestMs [redacted] has indicatedthat she wishes to cancel her package and added services and be refunded theamount she paid less $ Ourrecords show that she requested cancellation and refund in early June citingspecial circumstances arising that make it impossible for her to continue withthe project Refund eligibility isstated in the Self-Publishing Services Agreement and is the same for black andwhite or color packagesA copy of her signed agreement is attached for yourreferencePer her ServicesAgreement, Section Termination & Refunds, Subsection Refunds,paragraph (a) and (b), if termination occurs the following applies: (a) Publishing Packages The potential Refund for a Publishing Packageis exclusive to the amount paid for such Publishing Package as set forth in theService Order(s), and will be calculated as follows:(i) Prior tosubmission of the Manuscript: 100%, less a non-refundable $(USD) 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 FinalApproval No Refund (b) Services notincluded in Publishing PackagesWe will Refund to You the full amount paid forIndividual Services not included in a Publishing Package, or AdditionalServices, that We have not fulfilled or started to fulfill, or that We areunable to fulfill as of the effective date of the Termination Ms [redacted] project hasreached the design stage as the cover and interior proofs were sent, reviewedand modifications performed We concurthat she has yet to approve the galleysThis status places her project in the (iii) category above and eligiblefor a refund of 25% of the amount paid for the publishing package The aservices are 100% eligible forrefund as they are not part of the package and have not been fulfilledAfter careful review ofher project and in light of the special circumstances she is encountering, Xlibrishas made an exemption and refunded a total of $4,to her credit card onJuly 16, This is equal to all her payments less the $setup fee.Please refer to the refund transaction details below: $back to customer's cardMC ending6645, transaction ID [redacted] $back to customer's cardMC ending6645, transaction ID [redacted] $back to customer's cardMC ending 6645,transaction ID [redacted] $back to customer's cardMC ending6645, transaction ID [redacted] In summary,Xlibris understands the importance of accuracy in describing the services andfulfillment details during the consultation process and apologizes to Ms[redacted] for any inconvenience she has experienced due to the confusion when herpackage was changed from black and white to color publishing We thank her for calling this confusion to ourattention and assure her that steps have been taken to remedy such confusion inthe future In light of our review andthe magnitude of her special circumstances, Ms [redacted] has been refunded theamount paid less $ As ofthis writing, Ms [redacted] contact information has also been put on ado-not-contact status for future publishing prospects from Xlibris and allservices under her account have been cancelled as requested.We hope the information illustrates the steps we have taken to address Ms[redacted] concernsSincerely, Elaine [redacted] Manager of AuthorSatisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.The editorial is telling the true that there were intents to fullfill my requirements but also, are lying about I had the right to just one round of corrections, and lying about changes were made at requested then I sent new changesChanges were not made as requested so I asked them to fix all mistakes their own staff were doing in the correction, I have proof either and I will bring the proof as attach document Even if they place the book to sale, they still with dubt about changes were made correctly so, they asked me to wait until I see the physical book before they will be able to send me the other copies I allow to have for free after I revise the bookI told them I will not drop this complaint until I be 100% sure, everything is finally correct.Moreover, I sent to them an email with the proof of the profesionalism I received from their representative or Author Asesor or however they want to call them in 2012, it was a real professional help, now in or they are in a poor management or they just become an irresponsable company that want the author to pay money fro the worse possible serviceAparently they offer for me free of charge two rounds of corrections but because from the beggining I had two and because that changes to be made were caused by the lack of responsability of Jose [redacted] , it is kind of not giving me anything for free at allJust they were fixing their own mistakes.As I reestate about I will drop this case, until I see the physical book and check the it is made with quality and the mistakes are correctedThe book will arrive in few daysSo, this company have to wait few days to see this issue solved in amigable way as they wish to be resolved.The document attached is just copy of those emails but I already resent the original emails to the Revdex.com of El Paso email adress in case they were needed.Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that 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] [redacted]

Dear Revdex.com, Thank you for the opportunity to clarify further our refund policy Upon receiving the author copy of her work Ms [redacted] expressed concerns with the text and picture clarity which were unaddressed prior to the release of her book order In her rebuttal response, she acknowledges receipt of the refund for her book order and shipping fees as described in our original response She lists several points which she contests We have addressed them in the order they appear in her rebuttal The Inspire Package was $3220, which also included pricing for additional photos Purchase The published price of the Inspire publishing package is $3, With her special discount on her February 2, package purchase the cost was reduced to $3, By choosing to use an installment payment plan, a $non-refundable service fee was added, making her purchase total $3, During the pre-production phase of her project, her Checoordinator identified that she had submitted images in excess of the that were included in her packageShe was reminded of the production fee schedule provided in her welcome packet information that listed a $fee for each additional image She accepted a 10% discount and, with her permission, her credit card was charged $ If one adds together each of her purchases--the publishing package, the payment plan and the additional production item--the total expenditures are ($+ $+ $85.50) or $ Proofs of “lesser quality than the actual book would be” Galley proofs are presented in low resolution to ensure that the size of the files can be easily sent, received and opened by the author via conventional emailThe printer files are high resolution The difference between high resolution and low resolution lies in the number of PPIs (pixels per inch)The more pixels per inch, the better the quality will be, with some exceptionsSuch factors as the dimensions of the original image and how it translates proportionally into smaller or larger sizes, could produce an unwanted result in a high resolution print file and an acceptable one in low resolution and vice versa As noted in our previous response, the history of an image will have an effect on how it will project itself in print It is unfortunate that prior to approving the files, Ms [redacted] passed on the opportunity to request the “tweaking” of images she felt were unclear in the low resolution galley proof she received Font changed for cover and chapter titles Ms [redacted] confirms that a font change was requested and that the change applied to both the cover and interior as the chapter headings are within the book Book order and Corrections Ms [redacted] states that she released the hold on her book order because she was told by Mr [redacted] that the text issues had been correctedOur research found that on September 11th Ms [redacted] and Mr [redacted] discussed receiving a refund on her book order to deal with a resubmission issue and her options Mr [redacted] recalls stressing the no refund policy for book orders but fails to confirm her statement that he advised her that the text revisions had been madeTheir conversation resulted with the hold on the order being released In our investigation we failed to find evidence that a resubmission of her title had been initiated, reviewed or completed Our policy is to not print a volume order for a title that the author has earmarked for revision until the issue is settled or a written waiver to release “as is” is received As a result with conflicting recollections and the absence of either a revised galley or a waiver, in the interest of goodwill, we reimbursed her for the book order and shipping which she has acknowledged receiving Refund and Cancellation Requests After researching her file regarding her request for refund for her publishing package, we found that on October she emailed expressing how disheartened she was with the book order she had received and that she was “still reflecting and consulting on what action to take.” On October 15th she emailed requesting her book be removed from our website and that she expected compensationOn October 19th she emailed asking why her book was still appearing on the website We replied the next day explaining that it sometimes takes a while for our website to update itself and pointed out that all three formats were no longer on our bookstore We also advised that removal from the full distribution network required the completion of a specific form which we attached to our reply and she returned Notifications to the network partners were made the following day In addition she was advised that “although it is too late to refund what you’ve spent on your publishing package, Balboa should still be able to help you with your print quality concerns.” Refund Policy According to the refund policy as stated in the Self-Publishing Services Agreement she signed, she is no longer eligible for a refund on her publishing packageA copy of the agreement was attached to our original response The refund policy is found in Section of the agreement and reads: Refunds following TerminationUnless specifically noted in this Section, if You terminate the Agreement, or any Service Order, You shall remain liable for payment of the balance of any payments due pursuant to any outstanding unpaid Service Orders or for any unpaid amounts for Additional Services, and no refund shall be due to You Exception for the Publishing Package: 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 to start of interior design work: 50% cAfter (b) but prior to final sign-off 25% Irrespective of (a-c) above, after six (6) months from the Effective Date no refund is due to You As her project no longer qualifies for either a, b, or c of the refund options listed above and in the agreement, it does comply with the after six (6) month clause She activated the agreement on February 13, with refund eligibility expiring on August 13, 2015, six (6) months after the effective date of the agreement The refund request for her publishing package occurred in October In summary, she has been reimbursed for her book order and shipping and acknowledges receipt of the fundsIn accordance with the terms of her self-publishing package, she is no longer eligible for refundHer project has been cancelled at her request 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 Regards, [redacted]

Dear Revdex.com, Thank you for the opportunity to assure [redacted] that since Tuesday, September 19, 2017, as promised, her publishing inquiry and contact information has been purged from our systemOn September 19, she contacted us requesting to no longer have contact with us and her request was honored that dayWe wish to thank Ms [redacted] for sharing her unpleasant experience with us which alerted us to the unprofessional behavior of one of our representativesWhen we were made aware of her concerns, we immediately initiated a review of their contacts and were able to confirm the behavior described As our representatives are bound by a company code of conduct toward our clients, potential clients and amongst fellow staff members, we were dismayed to discover that the representative in question had violated that code of conduct We apologize to Ms [redacted] for any frustration, inconvenience or stress caused by the treatment she received from the staff memberWe wish to assure her that what she encountered is atypical of the actions of our representativesAs a result prompt disciplinary action was taken against the representativeIn summary, again we thank her for bringing this matter to our attention Her publishing inquiry and contact information have been deactivated in our system and she will receive no further communications from usWe wish Ms [redacted] success in her continued search for a publisher who will fits her needsSincerely, Elaine H [redacted] Manager of Author Satisfaction

I withdraw all claims against AuthorHouse provided all subsequent inventory I order, and copies ordered by purchasers of my book, are of the quality of the inventory I received (copies) on 3-20- Thanks, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted] I am responding to the enclosed request from Revdex.com, Indiana, and the statement from IUniverse, in response to my request for a full refund I understand that I will be refunded the full amount I paid minus $689.90, penalty fees assessed by IUniverse for some sort of non-compliance on my part I do know that I did not receive any service or benefit from my $payment My original questions and inquiries were never addressed and/or answered, but I paid the required, full amount faithfully and immediatelyAt this time, I choose not to comment on the events described in the IUniverse statement Instead, I will comment on the IUniverse document, "Services and Distribution Agreement", which I was casually invited to sign by a member of the IUniverse Staff, while submitting my full payment for services yet to be provided or described The "Agreement" is six, single-spaced pages long, written in legal jargon, dealing with rights of IUniverse, and the obligations of the author Apparently, failure of the author to comply completely with the IUniverse terms will result in various penalties and fines to be charged against the author Of course, if you wish to have your book published, you must sign the "Agreement", and pay If you fail to comply completely, you must pay the prescribed penalty Therefore, you must pay, or take your business elsewhere(?) For the unsuspecting author, these "self-publishing companies" promise to make your dreams come true, but in reality are outright scams, or more accurately shams! Buyer Beware! I do not believe that writing and the art of authorship deserves such treatment I received no guidance or assistance in the process of attempting to publish my book My attempts to modify the original agreement were immediately and emphatically denied The IUniverse policies and restrictions present a clear violation of the spirit of creativity and individual freedom of speech I am very disappointed with this entire process I request that this message be conveyed to the employees of the IUniverse Staff who assisted in my unsuccessful attempt to publish my book, i.e., Elaine H [redacted] , Tim M [redacted] , Earl T***, Andrea A [redacted] and Kimberly W [redacted] I thank Revdex.com Central Indiana for their kind assistance in dealing with this problem [redacted] **

Dear Revdex.com, Thank you for the opportunity to clarify how her recent submission of the manuscript for her remaining publishing package affects the fulfillment of the Hollywood Coverage marketing serviceMs [redacted] purchased two publishing packages in June for $each One title, “ [redacted] completed publication and with her approval was released for purchase in October of We found no evidence of manuscript materials for the second title, “ [redacted] ” in our possession prior to September We are pleased that after this extended waiting period, we have received the necessary materials and are able to proceed with preparing Ms [redacted] ’s 2nd title for publicationOn November 25, 2015, galleys were submitted for Ms [redacted] ’s review, modification and approval Hollywood Coverage Marketing Service As stated in our original response, before the fulfillment of the Hollywood Coverage can begin, the book must we completed and available for purchaseTo fulfill the Hollywood Coverage service an industry professional script reader must have a copy of the book in hand so they develop the synopsis and critical analysis of the book A copy of the description of the service is attached for your reference and the following link which connects to the description as listed on the AuthorHouse website and includes an example of the end producthttp://www.authorhouse.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-I...⇄ November 2013, over five (5) years after the purchase of her publishing packages, she added the Hollywood Coverage service for her title “ [redacted] .” However, the manuscript and submission instructions were not in our possession until the fall of 2015, making us unable to provide the necessary documents to the script reader to fulfill the serviceHer $refund request for the Hollywood Coverage service was presented for consideration to the Executive Review committee and was denied as the request was outside the refund timeline of one year from purchase date as prescribed in her original agreement Ms [redacted] was provided two options in our previous response: completing the production of her book “ [redacted] ” and proceeding with the Hollywood Coverage service, or transferring the Hollywood Cover service to her completed project “ [redacted] ***.” As she has recently submitted the manuscript, “ [redacted] ,” her action indicates that she has chosen option (a)Once she has approved the title and it is available for sale, we will be able to proceed with the Hollywood Coverage service fulfillment Pitchfest In her rebuttal Ms [redacted] introduces a new comment relating to a eventShe queries if her manuscript had been given to the representative who had expressed interest in her “pitch” at the New York City Pitchfest Pitchfests are held several times during any given year in various urban cities across the US In reviewing our Pitchfest records, we are able to confirm her attendance at the New York event and that a request was made However, because no manuscript was in our possession, we were unable to forward any manuscriptMarketing Call Frequency Ms [redacted] states that “after the fact I received many phone calls trying to sell me more Hollywood Coverage.” In order to assist our authors, both our Marketing and Book Consultants will periodically contact them with information about new services and opportunities designed to aid in capturing attention for their work Because our intent is to be of assistance to authors, when a client expresses dissatisfaction with the frequency of marketing opportunities or volume book offer calls we take notice and investigate the claimAn outbound call report for both of her phone numbers of record was requested from (the year the service was purchased) thru December 1, Please note that the results reflect the calls made regarding both of her publishing packages, copy attached For the period we found: A total of fifth-nine (59) calls made in the months.Fifteen (15) calls were made by Marketing Consultants (highlighted in yellow); four (4) in prior to her marketing service purchase; ten (10) in and one (1) in Eight (8) Book Consultant calls (highlighted in orange); three (3) in and five (5) in From the call notes we are unable to confirm Ms [redacted] ’s claim that an additional Hollywood Coverage service was offered by our consultants Also, we failed to find any objection raised by Ms [redacted] about being contacted by marketing and/or book consultants until this filingShould Ms [redacted] desire to no longer receive calls from Marketing and/or Book Consultants, she may request to be placed on Do-Not-Contact status and they will stopIn closing, Ms [redacted] is ineligible for a refund of the Hollywood Coverage marketing service As Ms [redacted] has recently presented her manuscript for “ [redacted] ” for publication, once it has been approved and made available for sale the Hollywood Coverage service can be fulfilled We await Ms [redacted] ’s direction on whether she wishes to be placed on Do-Not-Contact StatusSincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to further clarify royalty earnings for Ms [redacted] ’s titles, the publishing processMs [redacted] confirmed that she recently received a royalty payment of $direct deposited to her bank accountThis royalty payment represents the amount earned per the Sales Informer Report and Payment History tabs of the spreadsheet attached to our response to her original filingUnreported Book Sales Ms [redacted] states that she knows more copies of her book have been soldWe would be happy to investigate her statement further; however, to do so, we need concrete figures and identification of the sources of her informationIn her rebuttal she alleges that she “can count the authentic purchases from Amazon,” however, she fails to provide details to substantiate her statementAmazon is part of our distribution network and the sales data they have reported to us appears on her statements as explained in our previous responseIn order to dispute the sales data they have provided or any other of our network vendors, we need concrete evidence of missing sales data, such as when the copies were purchased, from what vendor, how many copies were purchased, a copy of an invoice or receipt, or the printer code on the last interior page of the book She also states that the [redacted] purchased two (2) hardcover copies of her book We will be happy to look into this claim if she or the [redacted] will provide us enough additional information to identify the orderWe are in need of the time period when this order occurred, the retail outlet where the books were purchased or the printer code on the last interior page of the bookAs stated previously royalty payments are made quarterly following a prescribed schedule which is posted on our websiteOur network print and eBook venders report their sales and royalty data to us and after verification, payments are made in accordance with the terms of our self-publishing services agreement It is important to note that purchases that shipped from the beginning of thru March 31st are part of royalty earnings for Qwith payment in May Number of Publishing Staff In her rebuttal she expressed frustration with the number of representative working with her throughout the publishing of her bookBecause the publishing of a book has many phases that require specialized training, Archway Publishing allocates a team of staff members with expertise in the various phases of publishing to complete the services of an author’s project The Welcome Package distributed to her in mid November by her second contact point, her CheCoordinator, contained a Road Map showing the steps her manuscript would take on its journey to becoming a book At each step a specialist with expertise in that area would perform the necessary functions to ready her project to move to the next stepAt the next step, the specialist in that area will perform their role and forward the manuscript to the next step, and so onThe number and complexity of the services included in a publishing package will determine the number of steps needed for its fulfillment and subsequently, the number of team members required to complete the project Hardcover Spine Ms [redacted] references an error on the spine of her hardcover book, underneath the removable dust jacketThis error was introduced when the pen name in our system was changed to meet the requirements set by the Content Evaluation team, as referred to in the previous response letterThe pen name was correct on the removable dust jacket design file, but the hardcover spine was not updatedWhen Ms [redacted] originally brought this to the attention of Archway Publishing Customer Support, upper management was notified and the file corrected at the printer within two (2) business daysAs compensation for this error, Archway Publishing refunded Ms [redacted] the amount paid for her hardcover format as a courtesyIn September the $cost of the awas returned to the credit card used to complete the purchase and her bank rejected the fundsSubsequently a check was issued and sent to her address of recordIn summary, the sales and royalty data reported to Archway Publishing by our distribution network partners for her title has been verified, validated and is accurateQuarterly royalty payments have been made in accordance with her self-publishing services agreement In order to dispute the sales reported by our distribution partners, we must present verifiable documentation of a missing sale(s) When Ms [redacted] submits that evidence we will be happy to initiate an investigation with the vendorThe cost of the hardcover format of her title was refunded in September All publishing services have been fulfilledRoyalties have been successfully paid in full for all sales reportedMs [redacted] ’s request for compensation of $is deniedSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the production process of [redacted] ***’ projectOn March 31, 2015, [redacted] purchased the Essential B&W publishing package for a discounted price of $ He paid in full at the time of purchaseLater he purchased two marketing services totaling $5698.20; the Online Book Ads via Google for $on November 5, and the Press Release-Video Edition for $on June2, He elected to use an auto-installment plan for the Press Release-Video which added a $non-refundable payment plan feeCombined his publishing package, marketing services purchases and the payment plan fee totaled $ [redacted] returned the signed services agreement on April 23, The next day, he received the initial email from his check in coordinator, which started the pre-production processAttached is a timeline of what has transpired thus farAs evidenced by the timeline, with the authorization of management, [redacted] ***’ project was moved into the production phase with the on September 28, 2015, despite not having the needed permissions for the testimonials included in his manuscript The email to [redacted] stated “We moved the book to the production team, while waiting for those permissionsPlease secure those permissions as we will have 2nd set of content evaluationWe still need to get all the permissions necessary.” The project was moved into production to help keep [redacted] ***’ project moving forward, while he obtained the permissions needed The timeline indicates that [redacted] submitted multiple “new” manuscripts in addition to his original submission: one on November 11, 2015, one on April 26, and another on August The publishing services associate, Calvin H***, alerted [redacted] about the permissions again on June 21, 2016, writing “For the Interior, it’s still in progress as we need to provide the confirmation from those people who are included in the Testimonial’s PageI understand that you’ve submitted the screenshots already but those were still flagged by the Content EvaluatorsTheir feedback was for me to collect at least an email confirmation stating that you have their permission to their testimonials included in your bookAccording to the Content Evaluators, the screenshots were more of a Thank You Letter and are not considered as Confirmations.” There were no issues until the topic of permissions for the testimonials [redacted] included in his manuscript was broached again on August 31, [redacted] responded on September 13, 2016, writing “AuthorHouse’s “play it safe” [redacted] is absolutely not acceptable in this particular matterThe author is responsible for permissions [redacted] is taking full responsibility for all patient testimonials in [redacted] ***“It is correct that obtaining permissions is the responsibility of the author However, should a patient object to the testimonial being included in the book, [redacted] ***’ statement that he takes full responsibility does not absolve AuthorHouse from being subject to legal actionAs MrH [redacted] has explained to [redacted] ***, he must either provide permissions for the testimonials or remove them from the manuscript For those patients that [redacted] believes may be deceased, permission from an immediate family member is needed MrH [redacted] has not been contacted by [redacted] since September 13, AuthorHouse continues to allocate the resources necessary to publish [redacted] ***’ project while we wait for the permission documentsA content evaluation is performed on all manuscripts in order to protect both the author and AuthorHouse from potential legal issuesIn [redacted] ***’ case, his inclusion of patient testimonials requires written authorization from the patient or their assign that they understand and agreed to be quoted in the book he is publishingShould [redacted] desire to continue with the publication of his book he has the option to either provide these permissions or remove them from the manuscript If he is unwilling or unable to comply with either option, he may cancel his projectBecause he project has failed our content guidelines should he choose to cancel his project he will be eligible for a refund per the attached signed services agreement, Section Refunds as a Result of Non-Compliance with Content GuidelinesIf after review of Your Manuscript, We Terminate this Agreement due to Your non-compliance with the Content Guidelines, We shall refund to You the full amount paid for Your Publishing Package pursuant to the Service Order(s) less two hundred ($200) dollars (which will be assessed as Our charge to review the Manuscript for compliance with Our Content Guidelines) He is eligible for a refund of the package price of $949.50, less $or $ He has also purchased two marketing services (see above)These services have yet to be fulfilled and would be eligible for a full refund of their cost or $In closing, AuthorHouse would like to continue working with [redacted] *** He has several options: He may continue with his publication by obtaining and forwarding to us the permissions needed for the testimonials or removing them from the manuscript Once that is done and sign offs are received, [redacted] ***’ project can be sent to the printer At this juncture the marketing services he has chosen will be earmarked for implementationHe may elect to continue with the publication of his book and cancel the marketing servicesIn this case, the cost of the marketing services would be eligible for refund.He may decide to do neither of the above, cancelling both his publishing package and marketing services He will be eligible for a refund of $(package price less $200) and $for the two marketing services In order to proceed, [redacted] will need to advise us of which option he choosesWe trust this information illustrates the steps we have taken to address his concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to address Ms [redacted] ’s concerns regarding the publication of her books, the Hollywood Treatment service she purchased and the payment of royalties.Ms [redacted] has published three (3) books with Westbow Press: [redacted] released on 11/19/14; [redacted] released on 12/23/14; and [redacted] released on 6/29/15.Hollywood TreatmentMs [redacted] purchased the Hollywood Treatment service for her book, [redacted] With this service a thoroughly developed guide outlining how a screenwriter would adapt the book into a screenplay is created The treatment is the first step in drafting a screenplay, providing structure and verifying that the author and screenwriter are on the same page regarding the story’s directionTreatments are from five to ten pages in length, prepared by a professional screenwriter and shared with the authorThe treatment is then sent for consideration for TV or movie adaptation by Hollywood management and production company, Thruline Entertainment.Thruline Entertainment will review the treatment and if interested, they will contact the author directly and explain their plan of action to gauge interest If Thruline chooses not to engage with the concept, the treatment is entered into the Hollywood Database where movie and television writers, agents, directors and producers have access to the informationThe Hollywood Database consists of individuals and companies A more detailed description of the service can be found on the Westbow Press website at: http://www.westbowpress.com/Servicestore/ServiceDetail.aspx?ServiceId=BS- Ms [redacted] returned the Hollywood Treatment questionnaire on February 3, and it was sent to a screenwriter to compose the treatment On March 25, 2015, Denise J [redacted] , Ms [redacted] ’s marketing services representative, emailed the treatment to her A copy of the treatment is attached As evidenced, the treatment is seven (7) pages, not one (1) page as Ms [redacted] wrote in her filingWe are perplexed by Ms [redacted] ’s unhappiness with the treatment because the day after receiving the treatment, March 26, 2015, she responded to Ms [redacted] email stating:From: Westbow Press Marketing Services Sent: Thursday, March 26, 8:AM To: Denise [redacted] Subject: FW: WestBow Project ID - Hollywood Treatment Post Fulfillment Report From: [redacted] [mailto: [redacted] @yahoo.com] Sent: Thursday, March 26, 3:AM To: Westbow Press Marketing Services Subject: Re: WestBow Project ID [redacted] - Hollywood Treatment Post Fulfillment Report Greetings, I LOVE "The Hollywood Treatment!"This is above and beyond what I expected I am very impressed with the pitch, as well as the story! I am very happy and pleased with excitementThe Hollywood Treatment confirms the fact: Westbowpress is incomparable, everyone is nothing less than excellent, professional and exceptional, from start to finish, I am very proud to say that "Westbowpress is Superior to all the rest!" Expect nothing but the Best when you publish with Westbowpress." Thank-God for all of the AWESOME, CARING and COMPASSIONATE PEOPLE : Elsa [redacted] , you are so inspirational, you believe in the writer's work, assuring one to have "Faith & Confidence" in our work, you are a GIFT from "God" [redacted] : You are so PROFESIONAL, ensuring one that self-publishing with Westbowpress is the best choice for author's and you will provide the proof, from start to finish! And the Man behind the prestigious title: A division of Thomas Nelson ", Thank-you for making the "little guy feel like a giant!" You truly are a man with a compassionate heart for all to succeed! Thank-you for representing me! Thanks to Adam for all of your hardwork and dedicationThanks you Denise Jeffries for your honesty and insurance in regard to my project!! I know that my three book's are in THE BEST OF HANDS! I THANK GOD for ALL OF YOU!! Your Friend in GOD, [redacted] It is important to remember that Hollywood moves very slowly and immediate results are rare with this marketing service Interest in a work is solely at the discretion of the producers, agents, executives, and other production decision makersRoyalty Schedule 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 quarterThe royalty payment schedule is as follows: 1st quarter—January thru March--royalties paid late May/early June2nd quarter—April thru June--royalties paid late August/early September3rd quarter—July thru September--royalties paid late November/early December4th quarter—October thru December--royalties paid late February/early MarchRoyalties are paid quarterly following a $threshold requirementRoyalty for the first, second and third quarters must exceed $to be qualified for its quarter’s payoutRoyalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payoutIf the accumulated royalty earnings fail to reach the threshold throughout the three quarters, royalty is paid out on the fourth quarter regardless of the amountRoyalties are not paid on copies provided free of charge or sold to the author Royalties are subject to federal withholding tax Unless a completed W-form is on file, we are required by the IRS to withhold 28% federal taxPlease reference the attached signed Westbow Press Publishing Agreement, Schedule A, Section Royalties, Paragraphs (a) thru (d) This information is also provided on the Pricing and Royalty FAQ section on the Westbow Press The W-form may be accessed and completed thru the “Update Tax Information” option on the MyAccount page of her her AuthorCenter on the Westbow Press website.Royalty EarningsMs [redacted] may view both preliminary and final sales data along with finalized quarterly statements on her password protected MyAccount on the Westbow Press website Her first two (2) books were made available for purchase in the fourth quarter of Per the royalty threshold and payment schedule, any sales made during that quarter would be eligible for payout at the end of FebruaryA check for $was issued to her in late February for fourth quarter royalties, representing royalty earnings of $less $federal tax In the first quarter of 2015, Ms [redacted] purchased copies of both of her books in quantity through her book consultant These purchases are ineligible for royalty The combined royalty on all other sales of her books for the quarter are less than the $threshold Therefore, per the royalty schedule, her royalties will continue to accumulate until the quarter they reach $or the fourth quarter of Her third book was made available for sale in late second quarter of Although the second quarter ended on June 30, 2015, per the payment schedule, the finalization of sales and royalty data for the quarter will be posted the end of August for all three (3) of her titles.If Ms [redacted] would like to be paid quarterly regardless of amount, she may do so by enrolling in direct deposit by logging onto her AuthorCenter on the Westbow website and entering the required information on the “Update Electronic Payment Information” option on the MyAccount pageHidden feesMs [redacted] writes that there were hidden fees but failed to elaborate We assume she is referring to production related fees Prior to any material being submitted, Ms [redacted] was made aware of those production fees that might be incurred should she need us to perform services that are not included in her publishing packages On June 23, 2014, Ms [redacted] was sent an email by her checoordinator, Jenn [redacted] that included an attachment titled “Manuscript Prep Guide,” copy attachedThis email was sent for all three of Ms [redacted] ’s projects The Manuscript Prep Guide lists all production fees that could be incurred during the production phases on the last page In addition, the page lists miscellaneous fees which refer to the book after it has completed production and has been endorsed to printErrors in live booksIn order for books to be made available for purchase, the author must sign three (3) documents: the Westbow Press cover approval form, interior approval form, and pricing approval form Ms [redacted] did this for all three of her books Her interior and cover approval forms are attached Her approvals are the final okay that the books are just as she wants them As evidenced on the form, under “Author Approval & Consent” it states “By signing this form, I confirm that my interior is approved and ready for publication, printing, and distribution I acknowledge that any subsequent changes, modifications, alterations, or corrections to this interior file will incur additional correction fees, in addition to resubmission fees.”Ms [redacted] states “There is grammar mistakes in two of my books that are not my mistakes.” There are no notes to indicate that Ms [redacted] has broached this topic with any staff member to date nor were specifics included in her filingIf she would elaborate on which books she found the grammatical errors, the page numbers and line on the page, we will be happy to review.Because Ms [redacted] approved the galleys, she will incur fees to make any changes.Cover imageMs [redacted] writes that the cover image for her book “ [redacted] ” is on the cover of another Westbow Press author’s book This is the case because in order to create the cover, the cover designers use stock images from a website called Thinkstock On the Cover Idea Aid Ms [redacted] received in the June 23, email from Ms [redacted] , it states “Our cover designers are Graphic Artists that work with stock photographyThey utilize a photography website called Thinkstock If you wish, you may visit the site and choose up to two images yourself without charge (more than two incurs a fee).” Ms [redacted] was aware that the cover designers used stock images before production began and from that stock image site chose the image that is on the front cover By definition a stock photography image is a professional photograph of common places, landmarks, nature, events or people that are bought and sold on a royalty-free basis and can be used and reused for commercial design purposes.Westbow Press employees many cover designers so the likelihood of the cover designer creating Ms [redacted] ’s cover knowing that the cover image she chose is the same cover image that another Westbow Press author chose is slim Back coverMs [redacted] states she is unhappy with the back cover text of her book “ [redacted] ,” saying it is hard to read The back cover text color was chosen by Ms [redacted] On her cover modification form received on June 2, 2015, Ms [redacted] wrote “KEEP THE ORIGINAL COVER OF THE HOLY BIBLE AND DOVE, PLEASE CHANGE COLOR AND ALL TEXT INCLUDING TITLE WITH BRIGHT, DARK PURPLE, NOT RED.” Therefore, the cover designer made both the front and back cover text a purple color Ms [redacted] then approved the cover for printing on June 29, In closing, the Hollywood Treatment was fulfilled as the service description states After receiving the treatment, Ms [redacted] expressed her happiness with itThe Hollywood Treatment is not a service that produces immediate results.Royalties are calculated quarterly and paid per a prescribed schedule, threshold and timelineMs [redacted] has been paid royalties in accordance with the schedule and threshold requirementsThru her AuthorCenter on the Westbow website, she may complete a W-form to eliminate the withholding of federal tax from her payments and also enroll in the direct deposit option to override the threshold requirement for payment.Ms [redacted] was made aware of the production fees prior to any material being submitted We will be happy to review the grammatical errors she references in her filing; however without specifics on which book, page number and what the errors are we are unable to do soMs [redacted] selected and approved the bright purple cover text color on her third bookBecause she approved the galleys, revisions are subject to feesMs [redacted] was aware that she was choosing a stock image for her coverStock images by definition are royalty-free and used and reused commercially.All three publishing packages have been fulfilled and released with her approval making them ineligible refund The Hollywood Treatment service was completed as described making it ineligible for refundWe trust this information illustrates the steps we have taken to investigate Ms [redacted] ’s concernsSincerely,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 response/resolution is satisfactory to meThanks Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.I am submitting the proof I have that shows they transposed my signature onto their documentsI did not sign anythingI repeatedly asked for cancellation and you will see in the screenshots that I am submitting that they admitted itI have no idea what kind of monsters they are, but they are thieves and they are featured on Rip Off Report several timesI am not the only one Regards, [redacted]