Author Solutions, LLC

Dear Revdex.com, Thank you for giving us the opportunity to address Ms [redacted] ’s royalty payment concern Ms [redacted] is correct that AuthorHouse royalties are calculated quarterly The royalty payment timelines and schedules are listed in our Services Agreements and on our website Royalties are scheduled for payment sixty (60) days after the close of the quarter The reason for this gap between when the quarter ends and when payments are issued lies with the period of time it takes for retail sales to be reported to us by the network distributorsEach distributor’s sales information is typically sent to us to weeks after the close of each quarterAuthorHouse then compiles those sales with the AuthorHouse direct sales for the quarter and performs a thorough audit on all sales data before finalizing and issuing royalty paymentsThis is done so that we can be confident all our royalties have been included in the payment, and also to ensure the accuracy of royalty payments Ms [redacted] also states that she has yet to receive her payment for Qroyalties earnedShe is correct that her payment for this quarter has been delayedAt the time of her filing, AuthorHouse was upgrading to a new payment system, which caused an unfortunate delay in issuing payments for Qto all of our authorsAlthough the AuthorHouse Finance and IT departments worked diligently to resolve the technical issues that have arisen during the deployment of this new system, we apologize to Ms [redacted] that we were unable to project a timeline for when the issues would be resolved and payments issued On March 27, the new system was operational and Ms [redacted] was paid all Qroyalties due to her via direct deposit into the bank account she authorized to receive payment The royalty statements have yet to be posted to her AuthorCenter account; however, a Sales Activity Report for Q(October 1, thru December 31, 2016) does appear on her AuthorCenter AccountA copy is attached for your referenceMs [redacted] has been paid in full for the sales reported during Q In Summary, an unforeseen issue with a software upgrade caused a delay in the payment of royalties for QWe apologize that we were unable to project a timeline for when the issue would be resolved The upgrade was completed on March 27, and Ms [redacted] ’s Qroyalties were paid in full via electronic funds transfer to the bank account she authorized Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to clarify for Mr [redacted] the steps we have taken to honor his concerns Yesterday we received your notification of his dissatisfaction with the methods used to issue his refunds and return his materialsImmediately upon receipt of his response, we reviewed our records to confirm whether the monies returned to the two credit cards he used to make the purchases were accepted or rejected by the card companyThe Finance Department reviewed the refunds and confirmed that all three transactions were accepted by the credit card company Mr [redacted] had selectedThe refund amounts and transaction numbers were provided in our original responseMr [redacted] states that AMEX is requesting the card number, proxy number or serial numberIn keeping with privacy rules and regulations, we do not retain the full credit card numbers of our clients; for identification purposes, we retain only the last four digits of the cardsSince access to the full credit card number is unavailable to us, we are only able to provide partial information, the last four digits of the card numberWe have listed these numbers below with each of the transaction IDs$to Amex ending via transaction ID [redacted] $to Amex ending via transaction ID [redacted] $to Amex ending via transaction ID [redacted] Mr [redacted] states that the AMEX cards he used were prepaid cardsWe suggest that he refer to the information provided to him when he purchased the prepaid card for more details and any other reference numbers or instructions about using the cardWe have honored his refund requestAMEX accepted the refund transactions; we no longer had any control over the fundsOnly if AMEX should return the funds to us can we make alternate provisions for the refund Since AMEX is in possession of the funds, we suggest that Mr [redacted] should reach out to them to redeem his fundsWe have found that prepaid and recently cancelled cards take longer for the card carrier to processRegarding the return of his manuscript via flash drive Submission of electronic copies of the author’s manuscript and materials are preferred We request that the author retain the originals of their workMr [redacted] submitted his materials via a flash drive and we returned a flash drive containing those materials to him on October 18, via first class mailMr [redacted] has provided a PO Box address, limiting carrier options to the US postal service Deliveries to PO Boxes enjoy greater security and preserve privacy as only the key holder has accessWe trust this information clarifies the actions taken to honor Mr [redacted] ’s requestsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Mr***’s request for the return of his manuscriptManuscripts are required to be submitted in a digital formatThose that are sent in as a hard copy are either scanned or data entered into a digital format in order to proceed with their preparation for publicationHard copy materials are typically held for a few months before space considerations demand that they be eliminatedAs stated in the Author Services Agreement (attached to our original response) that Mr [redacted] signed in Section Publishing Obligations; Subsections and 5.2.2, we are not obligated to preserve the submission materials: “Submission MechanismsYou shall retain a copy before submitting the Manuscript by mail or other mechanism The Manuscript shall be submitted in an acceptable format (as listed on Our Site at the time of submission) ..We are not responsible in any manner for the loss of or damage to the Manuscript while in transit or in Our possessionIf the Manuscript is not submitted in an acceptable format and You request Us to properly format the text, We may do so, but this will constitute Additional Services, and You may incur additional charges as a result .” “Possession of Submitted MaterialsWe may retain in Our possession the Manuscript submitted by YouWe are not obligated to return to You any submitted materials or production files at any time or for any reason, nor are We obliged to preserve such submitted materials.” To accommodate Mr [redacted] further, we conducted a search for the hard copy materials he sent in without success However, we have sent him a CD of the scanned materials via UPS Overnight- tracking number [redacted] ***Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to further address Ms***’ request for a refundMs***’ refund of $1999.50, reflecting 50% of her original payment, was paid on April 3, 2015, in accordance with the refund terms specified in the Self-Publishing Services Agreement she agreed to with her signature Refund Policy and Jose Ms [redacted] states that she never spoke with anyone named Jose about a refund policy To refresh her recollection, we have attached a transcript of Ms***’ call with Jose Fortich of Payment Central on January 22, (recording available upon request)As a representative of the Payment Central Department, MsFortich is charged with confirming the purchase (publishing package selected plus any aservices or payment plans), the purchase price, method of payment and agreement to the refund policy prior to requesting and processing any paymentIn the call, MrFortich states “If the agreement is terminated by the author for any reason other than a breach of contract by Balboa Press, a minimum administration fee of $will be deducted from the publishing fees refunded to defray setup costs.” MrFortich then directs Ms [redacted] to the full terms of the refund policy available on the Balboa Press website Ms [redacted] replied with a clear “yes,” agreeing to the termsThe terms of the refund policy to which MrFortich directed Ms [redacted] are identical to the Self-Publishing Services Agreement, which Ms [redacted] signed and returned on January (attached again for your reference) Per Section of the Agreement: Refunds following TerminationYou 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 YouMs [redacted] submitted her manuscript and two pre-design elements of her package were completed, the Content Review and Editorial AssessmentSubsequently the fulfillment of her package reached stage b (see above and agreement attached) which qualifies her for a 50% refund of the purchase priceEditorial Assessment Ms [redacted] continues to comment on her Editorial Assessment As stated in our original response, the assessment was performed and delivered to her within the allotted time lineAlthough Ms [redacted] does not agree with the recommendations of the Editorial Assessment, she is under no obligation to act upon them Authors are free to ignore the recommendations, choose to perform them themselves, contract with an editor of their choosing or use the services of Balboa Press Refund Statements and Tina and Barb In her rebuttal, Ms [redacted] states that “both the sales person (Tina) and my project director (Barb) verified my right to refund, minus $at the time she requested it.” As it is important to us that information provided to our clients is accurate and relevant to their concerns, we reviewed Ms***’ account seeking to corroborate her statement We were unable to find any documentary evidence to confirm that the Publishing Consultant (Tina) made statements contrary to the refund levels as listed in the Self-Publishing Agreement (see above and the attached agreement) Our review found a reference to refund eligibility was made by her CheCoordinator (Barb) occurring when Ms [redacted] stated she was going on vacation She had asked whether there was a length of time after which a refund would no longer be a possibilityBarb responded that after six months no refund is offeredThis communication confirms when the possibility of a refund ceases, but fails to confirm the specifics of Ms***’ statementIn summary, Ms***’ submitted her manuscript, several pre-design phase elements were completed and the work had yet to be endorsed to the design phase She cancelled her project and has been refunded the amount due in accordance with the terms of the Self-Publishing Agreement she agreed to with her signature We trust this information will resolve your concerns regarding Ms***’ case Please let us know if additional steps need to be taken for an amicable close to this caseSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for your continued assistance with Ms [redacted] royalty payments.Ms [redacted] acknowledges receipt of the physical check but states she has not received the three (3) EFT payments for WestBow.As stated in our previous response, the transmittal will bear reference to CDI (Content Distributors Inc) and not WestBow Press Content Distributors (CDI) is the royalty disbursement division of WestBow Press We have conducted a second search of our EFT transmittals to establish if the transmittal had been rejected or returned We were again unable to find either a rejection or return notification for the three (3) payments in questionAs the funds were not rejected, the bank has received the funds and would have posted them to the account provided them Since Ms [redacted] states that she has received none of the payments, we suggest that the designated EFT account number from may have contained an incorrect number or sequence Since Ms [redacted] withdrawal from the Direct Deposit option in December 2014, we no longer have access to the account number that was designated for verification As only Ms [redacted] and her bank may view her account, we suggest that she revisit her account for the specific deposit amounts from CDI around the highlighted dates Depending upon her bank’s policy, the date the payment is posted to her account may vary by a few days If she does not find them she should contact her bank with her account number and the payment information They should be able to provide assistance in determining if the deposits were attributed to another account in errorQuarterPayment TypePaymentDateRoyaltiesEarnedTaxWithheldPaymentAmountQ2012Direct Deposit3/1/2013$$$Q2013Direct Deposit5/30/2013$$$Q2013Direct Deposit8/29/2013$$$We trust this information demonstrates the steps we have taken to resolve Ms [redacted] concern.Sincerely,Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to review the royalty payments made to Mr [redacted] Publication and Expiration of the Paperback Format Mr [redacted] contracted to publish his book [redacted] with 1st Books (later AuthorHouse) in September of The paperback format of the book was completed and released into the distribution channel in January of as a print-on-demand (POD) titleAn annual Distribution Channel Access Fee (DCAF) was required to be paid by authors in order to keep their books available for distribution to the retail websites offering the book for saleOn November 28, AuthorHouse attempted to contact Mr [redacted] to alert him that we had not received his annual payment, however his phone number on file was disconnected and the email sent to him was returned as undeliverableA printed letter was then mailed to Mr [redacted] informing him that we had not received his DCAF paymentWe did not receive a response from Mr [redacted] and therefore as of February 3, his paperback expired and was removed from the distribution channel When Mr [redacted] reached out to us in July of he was informed of the expiration again and was offered the opportunity to have his book reinstated into the distribution channel at no costAfter receiving a reply from Mr [redacted] expressing his interest in this, a link was emailed to him containing a link to click on and submit his official request for reinstatementWe did not receive the official request for reinstatement, and so Mr [redacted] ’s paperback format continues to be unavailable for retail sale leaving only his eBook on the market E-Book Sales Collection, Royalty Rates and Calculation Schedule By definition a print-on-demand (POD) title is only printed when an order is receivedTherefore the number of sales is determined by the number of copies printedThe eBook version of a POD title is also released only as ordered but in electronic formatTo verify sales a report is provided by each of our print partners and eBook distributorsThe reports are collated, verified for royalty eligibility and royalties disbursed quarterlyStatements are posted quarterly to an author’s online Author Center account once the reconciliation process is completed If Mr [redacted] believes sales have been made that do not appear on the sales reported by our print and eBook distribution partners, he may submit documentary evidence so that we may dispute the data provided by our distribution partnersThe type of evidence needed is a dated sales receipt, the vendor name and date of purchase or the printer code found on the last interior page of the book AuthorHouse pays authors royalties and posts royalty statements quarterly according to the following schedule: First Quarter: January – March (Payments made/statements posted end of May) Second Quarter: April – June ((Payments made/statements posted end of August) Third Quarter: July – September ((Payments made/statements posted end of November) Fourth Quarter: October – December ((Payments made/statements posted end of February) When Mr [redacted] ’s eBook format was created in it was released into the distribution channel with an incorrect royalty earning designationDue to an entry error in our payment system, his eBook royalty was denoted with a dollar sign ($) instead of a percent sign (%)Subsequently, the system recognized his royalty for each eBook sale to be ($50) dollars instead of the correct rate of fifty (50%) percent of the net saleThis scenario is apparent on the royalty statements that Mr [redacted] may view through his password protected AuthorCenter account For your reference we have attached a copy of the statement showing the history of sales and royalty earnings from his e-book’s release in thru QIt shows that a total of two (2) sales were made in two (2) different quarters with the Net Sale for a single e-book of $Per the statement the author was paid fifty ($50) dollars instead of the correct royalty of 50% or $per saleMr [redacted] was paid $instead of $2.76, reflecting an overpayment of $ These royalties have been paid to the author via two (2) separate royalty checks, and both checks have cleared the bankAs a gesture of goodwill we will not request that he repay the ninety seven dollars and twenty-four cents ($97.24) he was overpaid, instead we will correct the royalty rate in our payment system for all e-book sales moving forward Payment of Royalties Mr [redacted] states that AuthorHouse does not pay him royalties unless he complains to the Revdex.com and that the last time she complained to them was We found no record of receiving a formal complaint from the Revdex.com on his behalf at any time in the past However, our records indicate that in January of Mr [redacted] alerted our customer service staff that he had not been receiving royalty paymentsA full audit on Mr [redacted] ’s account was immediately performed and the results confirmed that Mr [redacted] was owed royalties amounting to ten dollars and eighty-seven cents ($10.87) from sales between Qand Qfor his paperback book prior to its expiration A request was submitted for repayment of the royalties and he was advised that a timeline for payment was yet to be determined The recut royalties were added to his Qe-book royalties and a check issued on May 30, This check and the quarterly check issued for his QeBook royalty on November 27, 2013, have both been cashed by Mr [redacted] Attached for your reference is a Payment History spreadsheet which shows the check informationAs both of these checks have cleared the bank we consider Mr [redacted] to be paid in full for all royalties earned thru Q Per the royalty payment schedule, statements for Qsales and royalties are yet to be finalized and will be posted the end of August Federal Tax Withholding Please note that for Mr [redacted] ’s royalty payments, federal taxes were withheldWe are required by the IRS to withhold federal tax unless the author completes and files a W-form with usMr [redacted] has not submitted this formHe may access the form at any time and submit it through his password protected Author Center account online to avoid future tax withholding on his royalty checks In Summary Mr [redacted] has been paid for all royalties due to him for sales of both the paperback and eBook formats of his book [redacted] *** We thank Mr [redacted] for calling to our attention the posting error that calculated his royalties incorrectly We have adjusted his account to correctly calculate his royalties by percentage (%) instead of dollars ($) Although Mr [redacted] was overpaid $97.24, as an act of goodwill, we will not request reimbursement or deduct the amount from future royalties To avoid having federal withholding deducted from his royalty payments he may submit a W-form thru his AuthorCenter We trust this information illustrates the steps we have taken to address Mr [redacted] ’s concerns 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 the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not except the business response. They have made no attempt to offer a financial settlement in the form of a refund. Plus, they have continued to elude and evade the issues I have presented in this complaint. I want them to address all of my complaint issues. They have not addressed all of my issues and the ones they did address are evaded by them in terms of not addressing the issues in a meaningful, unbiased and comprehensive manor.Regards, [redacted]

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.Dear Revdex.com, Please allow me again to shed further light on the mishandling of my package by AuthorHouse and its Associates I have attached a copy of a witness statement, of several that I have, against AuthorHouse Again, I stand firmly behind my previous statements I have addressed my royalties on several occasions that are not showing up and not just onceRegards, [redacted] ***

Dear Revdex.com, Thank you for giving us the opportunity to investigate and review Mr [redacted] refund request and royalty reporting Refund Request for unused Resubmission Service Mr [redacted] purchased a Publishing Package in April and his book was released to print with his approval in January In July of that year, he indicated that he would like to make changes to the published book His account was invoiced $179, reflecting a $resubmission fee to send new files to the printer and a $fee to make the changes requested At various times between through 2015, our records show that we attempted to reach Mr [redacted] regarding this open invoice balance and received payment on February 4, On February 5, Mr [redacted] spoke with Publishing Services Associate [redacted] ***, stating that he would be sending his corrections for the resubmission soon Mr [redacted] requested a refund for the resubmission service three months later on May 13, Because the service had been invoiced in 2008, it required additional steps and approval to be refunded The refund of $was approved and returned to Mr [redacted] ’s Visa card on June 19, 2015, via transaction ID [redacted] and should appear on his card within 3-business days Sales and Royalty Data Collection To verify sales and royalty, sales data reports are provided by each of our print partners and eBook distributorsThe reports are collated, verified for royalty eligibility and royalties disbursed quarterlyStatements are posted quarterly to an author’s online account once the reconciliation process is completedRoyalty payments are made per the following schedule: First quarter (for sales January through March) payment late May/Early JuneSecond quarter (for sales April through June) payment late August/Early September.Third quarter (for sales July through September) payment late November/Early DecemberFourth quarter (for sales October through December) payment by late February/Early March of the subsequent year Mr [redacted] ’s book [redacted] has been available for purchase in the retail channel since January of To ensure the accuracy of sales data and royalty payments to Mr [redacted] , we conducted an audit of his title requesting anew all sales data for his ISBNs from our distribution network partnersThe audit confirms that the sales data and the royalty payments made to Mr [redacted] are in agreement The attached Sales and Royalty Data Report itemizes the audit’s resultsThere are two sections to the report: 1) the Books Printed Report which lists the books printed by our print partners and their eligibility for royalty, and 2) the Royalty Payment Report which shows the royalty earned, payment made by quarter, check date and the status of the payment We have no evidence to contradict the sales data that our print and distribution partners have provided usIf Mr [redacted] possesses documentary evidence to dispute the data we will gladly investigate further with our distribution partnersSuch evidence can be in the form of a sales receipt or the printer’s code on the last inside page of the bookRoyalty Payments Mr [redacted] states that his royalties are being withheld from himAs evidenced by the Sales and Royalty Data Report, Mr [redacted] earned and was paid royalties for Q2008; Qand Q Royalty statements for these quarters are posted to Mr [redacted] ’s AuthorCenter account on the AuthorHouse website for his review, copies attached for your reference The Royalty Payment Report shows that of the three (3) checks issued only one (1) was cashed and the others remain outstanding with no record of being returned to us as undeliverable by the postal serviceRoyalty checks are mailed to the address of record until we receive notification from the author of an address changeWe will be reissuing payment for the stale outstanding royalty payment checks from Qand Qas soon as possible to the North Miami address currently of record Please note that for Qsales, federal taxes were withheldWe are required by the Internal Revenue Service to withhold federal tax unless the author completes and files a W-form with usTo avoid future tax withholding this form can be submitted through Mr [redacted] ’s online Author Center account, or a physical form can be mailed in to us In summary, Mr [redacted] ’s refund has been processed and he has been paid royalties on sales of his title accurately and in accordance with the royalty schedule of his Services AgreementAs two (2) of the checks issued are outstanding and stale, payment is being re-issued for them and a check will be sent to his address of record We trust this information illustrates the steps we have taken to address Mr [redacted] ’s refund and royalty concerns Sincerely [redacted] Manager of Author Satisfaction

Dear BBB, Thank you for the opportunity to investigate and resolve Ms. [redacted] ***’s concerns and request for a refund. Ms. [redacted] purchased a Select publishing package from iUniverse on April 20, 2015. She received a discount from the usual package price of $899, purchasing the package at... a cost of $719.20. She was sent a Publishing Services Agreement, which she was to sign and return electronically. On April 21, she spoke with Publishing Consultant Rhonda [redacted] , requesting a refund and cancellation due to elements of the Publishing Agreement and also negative online reviews of the company. Ms. [redacted] and Ms. [redacted] agreed to speak again the following Friday, April 24. After the call on April 24, Ms. [redacted] assigned the refund to her supervisor, Kate [redacted] . While the refund was not processed immediately, it was well within the refund timeline outlined in the Publishing Services Agreement Ms. [redacted] received (attached for your reference). From that Agreement: 10.4 Timing of Refund Issuance. We 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 refund. We may refund to You via the payment mechanism that You paid Us with, or such other mechanism, in Our discretion. Upon receipt of this complaint, we expedited the refund. Ms. ***’s Select package price of $719.20 was refunded in full. The refund was paid on May 14 and should reflect on Ms. ***’s credit card within 3-5 business days. The refund was paid to her Discover ending in ***, transaction ID [redacted] . We trust this information illustrates the steps we have taken to address Ms. ***’s concerns. Sincerely, Eugene H [redacted] Global Director-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. Xlibris continues to lie and defraud in their response as they have done in their business practices. Let me address the following once again and the attachment I sent originally, shows the payment schedule that it was for Six (6) months, nothing more, nothing less, nothing else. A. Payment Plan Agreement Here is the section of their Install plan to which I entered into agreement with them. Executive Package - $7,499 Price Now: $3,699 (This Special Offer is up until October 15, 2015) INSTALMENT 1st INSTALMENT (with $30) instalment fee $646.5 2nd INSTALMENT (after 30 days from 1st charge) $616.5 3rd INSTALMENT (after 60 days from 2ND charge) $616.5 4th INSTALMENT (after 90 days from 2ND charge) $616.5 5th INSTALMENT (after 120 days from 2ND charge) $616.5 6th INSTALMENT (after 150 days from 2ND charge) $616.5 Xlibris claimed that they did not receive full payment until Dec 18, 2015. That is also another lie. See copy of my bank statement showing where they took out the unauthorized monthly amount instead of the $616.50 on 12/14, posted on 12/15. This was followed by my prepayment balance of $1,449.60 on 12/16 and posted on 12/17. 12/17/2015 PURCHASE AUTHORIZED ON 12/16 XLIBRIS 888- [redacted] $1,449.60 12/17/2015 PURCHASE AUTHORIZED ON 12/16 [redacted] $80.96 12/16/2015 SAVE AS YOU GO TRANSFER DEBIT TO [redacted] $2.00 12/16/2015 Cash eWithdrawal in [redacted] $260.00 12/16/2015 PURCHASE AUTHORIZED ON 12/16 [redacted] $26.77 12/16/2015 PURCHASE AUTHORIZED ON 12/15 [redacted] $11.02 12/15/2015 SAVE AS YOU GO TRANSFER DEBIT TO [redacted] $1.00 12/15/2015 RECURRING PAYMENT AUTHORIZED ON 12/14 XLIBRIS 888-7954274 IN [redacted] $739.80 B. Borders was already out of business long before my book was even written. Yet, in order to mislead and defraud me, Xlibris provided me with a document showing all the sites/stores where my book would go on sale. At some point in a previous response, Xlibris claimed my book was available for sale on their (Xlibris’) website when I stated that my book was not available, not even a picture, on Amazon or any other site on 12/18. Xlibris is a Publisher, not a book store so no reasonable person would expect to visit their site to purchase books. So what difference does it make that, according to their weak claim, my book was on their site? C. Color of book and jumbled words. I have provided an image of how I told Xlibris I wanted the wording to appear on the book cover as well as the colors of blue and green, not white! In the interest of time and in an attempt to ensure that my book would go live on 12/18, I reluctantly decided to go with what they gave me. But still, they did not send my book live even though I cooperated with them so graciously. There is a difference between approving something and going along with it out of desperation. Xlibris put me in a position of desperation. D. Xlibris failed to deliver my complimentary copies in a timely manner. Complimentary copies were a part of the package I paid for. Xlibris failed to anticipate and mail my copies even though I paid up my balance in advance. After I returned from a trip I saw package at my door, which was days later. E. Xlibris seems to take pride in the number of complaints filed against them and the number of derogatory comments from customers who they have taken advantage of. To state that: (The number of filings posted by the BBB represents a cumulative total for a 36 month (3 year) period for all of the Author Solutions companies) is just sickening and shameful. To rack up over 200 complaints by customers who took the time to come forward (notwithstanding the others who walked away quietly, never to ever do business with Xlibris again), is just awful and needs to be stopped even if by stiff fines and penalties. There were also class action lawsuits against this company. And it matters not which of your family of companies the complaints are generated from. I Googled Xlibris and there the complaints popped right up. F. I never agreed with Xlibris to allow for so much of my book content to be placed on any site. I happened to stumble upon it and had to make about six calls to Xlibris to have the content reduced or removed from these sites before anything was done about it. G. Xlibris needs to come clean and take full responsibility for their breach of contract in which they changed the terms of the payment installment by charging me more over a shorter period of time. Their own Installment Plan to which I agreed, showed the real amount of $616.50 over six months, not $729 that they illegally charged my account. H. Xlibris lied about when they received final payment. The copy of my bank statement showed the real date. Thank you for your time and attention to this matter. I regret that it has taken up so much of your time because of companies like Zlibris, which does not have the guts to right their wrongs. I am fully deserving of the refund to my account because of their official misconduct. ***. Regards, [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]

Dear Revdex.com,Thank you for the opportunity to review and explain what transpired with Ms [redacted] s marketing services refunds.Marketing Services PurchasesOn October 10, Ms [redacted] purchased the Standard Book Video aservice for her book She elected to arrange payment for the $ service thru a three (3) installment payment plan which added a non-refundable $payment plan fee, making her total $2,On December 16, 2016, she purchased two (2) additional amarketing services, a Hollywood Treatment service for the special price of $and a Press Release-Essential Edition for the discounted price of $ She chose to use a four (4) installment payment plan to pay for the services, which added a non-refundable $payment plan fee, making her cost $Refund and Cancellation RequestsMs [redacted] called on December 19, to cancel the Hollywood Treatment and Press Release marketing services She spoke with the marketing consultant, Richard G***, from whom she had purchased the services MrG [redacted] agreed to submit the refund and stated it would be 3-business days for processing However, in our review of Ms [redacted] s file, we found no evidence that he followed thru and submitted the refund request for processingTwo days later, on December 21, 2016, Ms [redacted] phoned again, this time speaking with marketing consultant Jean S [redacted] regarding her refund request for the Hollywood Treatment and Press Release marketing services Ms [redacted] reiterated again her intent to cancel these services MsS [redacted] told Ms [redacted] the refund was being processed and that she should speak with MrG [redacted] about itAfter reviewing Ms [redacted] s account, we were unable to confirm the accuracy of MsS [redacted] statement or that she followed thru with MrG***Ms [redacted] emailed again on December 22, 2016, stating her intent to cancel not only the Hollywood Treatment and Press Release but now also the Standard Book Video purchased in October Refund approval and implementationBecause our offices were closed from December 23rd thru the 26th for the Christmas holiday, the refund requests for all three of the marketing services were submitted and approved upon our return on December 27, In accordance with her signed payment plan agreements, the refunds were approved for the monies paid in, less the non-refundable payment plan feesThe monies were returned to the credit card used to make the payments by our finance staff on December 28, Factoring out the four (4) days our offices were closed, the Hollywood Treatment and Press release refund occurred six (6) business days after requested and the Standard Book Video three (3) daysEach of the three payments made for the Book Video service were refunded in separate transactions: transaction ID [redacted] , ID [redacted] , and ID [redacted] The initial payment for the Hollywood Treatment and Press Release services was refunded via transaction ID [redacted] and the remaining balance cancelledIn closing, we thank Ms [redacted] for calling this matter to our attention A review of the phone conversations between Ms [redacted] and the marketing consultants mentioned above revealed that several violations of our company code of conduct occurred We apologize to Ms [redacted] for any inconvenience the inappropriate conduct may have caused herActions have been taken to ensure our code of conduct is fully understood and followed and that client requests are acted upon respectfully and in a timely fashionWe are sorry if Ms [redacted] was inconvenienced by the time frame of the completion of the refundIn accordance with the tenets of the payment plan agreement, the monies she paid less the non-refundable payment plan fees were returned to the credit card used to make the paymentsDuring the closure of our offices for the Christmas holiday no business was transactedSubsequently, the funds were returned on December 28, within six business days of the request for the Hollywood treatment and Press Release services and three days for the Standard Book Video We trust this information illustrates the steps taken to address Ms [redacted] s concerns.Sincerely,Elaine H [redacted] Manager of Author Satisfaction

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

Dear Revdex.com, Thank you for conveying Mr***’s concern that he had yet to receive the funds we returned to the credit card he used to make the purchaseWe reviewed his account and confirmed with our credit card processor that his credit card company received and accepted a total of $2,in two transactionson 3/12/18, they accepted transaction ID [redacted] for $1,638.80; on 3/14/transaction [redacted] for $If either of these transactions have yet to appear on his card, he should contact his credit card companySincerely, Elaine H [redacted] Manager of Author Satisfaction

Revdex.com:4/10/10-$1,344.00, 2/14/11-$revision, 2/8/13-$192, 9/27/12-2$revision, 7/3/12-$275, 1/28/12-$retech, 5/27/14-$100, 6/13/13-$450, 7/11/14-$210, 5/16/14-$200, 11/19/13-$another retech, 3/8/13-$interior revisionsTotal $3,(and I'm sure I missed charge or two)I paid almost four grand, and one book I canceledMost of these charges I could have saved on, if having been able to correct errors myselfBut live and learnBut before iUniverse (or Author Solutions, or whatever other name this business goes by) thinks they've stolen my money, I will love offer it to themAfter all, I imagine it takes quite a bit of money to run a phone bankIn closing, I'd like to add that I paid all these charges from my piddling monthly disability incomeI've been trying to write my way off disabilityStill tryingThanks Regards, [redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Ive been extremely sick for the last two weeks and am requesting more time to collect and submit proof of my claim. I have several emails and voicemail to validate my claim and would like to do what I can to make sure this company take full responsibility for their actions.
Regards,
*** ***

Dear Revdex.com,Thank you for giving us the opportunity to further clarify Ms***’ sales and royaltiesWhen Orders Become SalesOrders are counted as sales when they are shipped for all orders purchased with a retailer or directly with XlibrisBetween the placing of the order, printing, and shipping, there are many opportunities for an order to be canceledTherefore not counting the sale until after the book has shipped to the customer is the best way to ensure we are not counting incomplete or cancelled orders when calculating royalty payments.Ms*** questions why it took two weeks to process the order placed on 9/16, which was an order for five (5) hardcover color books placed through the Xlibris websiteThe order was processed and sent to the printer the following business day, 9/17. When printing hardcover color books, Xlibris print partners request a 10-business day timeline for orders to be printed and shippedThe order Ms*** questions was shipped to the customer from the printer on 10/2, a time frame of thirteen (13) business days from order date until ship date. Retailer Order ReportingIf a sale is made but does not appear on the report from a retailer then we are not aware that it is missing until a specific incident is reported to us. When a question arises and proof of purchase documentation is received from our client, we are able to research further with our print partners and retailersMs*** provided documentation for an order she states was not reported on her statementThe order that Ms*** references and provided documentation for was not reported to us by Amazon, causing it to not reflect on her sales data and royalty paymentsWith proof of purchase documentation we were able to reach out to Amazon for verification that the order in question for her ISBN was filled yet unreportedSubsequently Ms***’s sales data has been adjusted to reflect the newly reported and verified sale. As this transaction was completed in Quarter 3, a check for the royalty due for the sale has been requestedRevised Sales Informer Report Attached you will find a new Expanded Sales Informer Report, which includes data through January 5, 2015. Because the 4th Quarter sales have yet to be finalized, addition sales may be reflected on the payout for the quarter. In Summary, orders are counted as sales once they are shipped. Royalties are calculated and paid quarterly in accordance with the schedule provided in previous replies and as posted on the Xlibris website and on Ms***’ MyXlibris account. Ms*** has been paid for the reported 3rd Quarter sales. Amazon has verified an unreported sale for Quarter and a request for a royalty check for the sale has been made.Eugene *** Global Director-Author Satisfaction