Bookmasters

Bookmasters has formally reviewed Revdex.com Complaint # [redacted] , submitted by Ms [redacted] Following our review of this complaint, Bookmasters has determined that Ms [redacted] is not a direct client of Bookmasters; she is instead a client of one of Bookmasters’ clients: Author Solutions/WestBow PressBookmasters has a contract with Author Solutions/WestBow Press to provide book manufacturing services to their clients and as such Ms [redacted] ’s complaint should in fact be directed to Author Solutions/WestBow PressIn speaking with Author Solutions/WestBow Press about Complaint # [redacted] , they informed us that Ms [redacted] also filed a complaint with the Revdex.com tied directly to Author Solutions/WestBow Press for the same issue Bookmasters would encourage the Akron Revdex.com to reference the official response to that complaint for any additional information than we’ve provided here in terms of the communication regarding Ms [redacted] ’s complaints: 1/8/– Ms [redacted] complained about the interior pages of her book printed too low1/9/– Bookmasters confirmed that a production issue occurred and agreed to replace the printed copies of Ms [redacted] ’s book at no charge.1/20/– Ms [redacted] received the replacement copies and confirmed they were satisfactory.1/20/– Ms [redacted] received additional copies of her book that she ordered separate from her initial orderApproximately half of the books she received were again printed with almost no margin at the bottom.1/22/– Bookmasters received notice of the printing error.1/23/– Bookmasters requested that Ms [redacted] send a photo of one of the books with the printing error to help Bookmasters determine the cause; Ms [redacted] provided photos same dayBookmasters requested that Ms [redacted] send an additional photo that included a ruler measuring the distance between what was printed on the page and the edge of the page; Ms [redacted] provided photos to this effect same day.1/24/– Bookmasters asked that physical copies of the books with the printing error be sent to them for review and evaluation.1/25/– Ms [redacted] filed Complaint # [redacted] with the Revdex.comAuthor Solutions/WestBow Press has assured Bookmasters that they are working directly with Ms [redacted] to resolve her outstanding issuesIn addition, Bookmasters is working directly with Author Solutions/WestBow Press per our contract with them to ensure the situation is resolved to Ms [redacted] ’s satisfactionBookmasters invites the Revdex.com to contact Bookmasters’ vice president of finance, David Bird, or Bookmasters’ main point of contact at Author Solutions/WestBow Press, Steve Furr, if it feels it is necessary to do so to best assist Ms [redacted] Mr [redacted] email address is [email protected] and Mr [redacted] email address is

Bookmasters has formally reviewed MsMia Y [redacted] ’s response to our initial Revdex.com Complaint # [redacted] correspondenceFollowing our review of Ms [redacted] ’s response, Bookmasters can add the following updates to the progress timeline: 1/30/– Bookmasters shipped replacement copies per Ms [redacted] ’s request to Ms [redacted] ; she asked for copies but Bookmasters sent at no extra charge in an attempt to provide some sort of additional compensation for Ms [redacted] ’s troubles throughout this process2/1/– According to UPS tracking 1Z2458820321589632, the replacement copies were delivered to Ms [redacted] on this date at 6:p.mlocal timeAs stated in Bookmasters’ initial response to this Complaint, Author Solutions/WestBow Press has assured Bookmasters that they continue to work directly with Ms [redacted] to resolve her outstanding issuesIn addition, Bookmasters is working directly with Author Solutions/WestBow Press per our contract with them to ensure the situation is resolved to Ms [redacted] ’s satisfactionBookmasters again invites the Revdex.com to contact Bookmasters’ vice president of finance, David Bird, or Bookmasters’ main point of contact at Author Solutions/WestBow Press, Steve Furr, if it feels it is necessary to do so to best assist Ms [redacted] Mr [redacted] email address is

Upon investigation, Bookmasters/AtlasBooks confirmed that the invoice in question was a duplicate invoice from that should have been removed from our system and therefore, this customer should not have been charged for it.Bookmasters/AtlasBooks has processed a credit in our system for the full amount of this invoice ($38.96) and the customer’s email has been removed from our system so that it will no longer receive any correspondence in regard to this invoice.Any additional questions or concerns regarding this issue can be addressed to Brad S., our director of continuous improvement, at x [redacted] or [redacted] @bookmasters.com

Mr [redacted] had no background in assembly, but Staffing Specialists were informed by the Central Ohio Market Sales Professional that client was willing to trainHe was presented by the sales professional to the client and approved to start and was assigned to Midwest Acoust-A-Fiber beginning 1/3/Mr [redacted] did worked on 1/3, 1/4, and 1/However, on 1/the client decided that all subsequent new starts should have prior assembly experience as training on the job was counter-productiveThe client notified Manpower to notify Mr [redacted] that his assignment has been ended due to lack of prior experienceMr [redacted] was contacted via phone After Mr [redacted] did not respond, he was emailed and instructed to not return He was also instructed to call the office to discuss the detailsMr [redacted] responded to that email that he understood that he was not to return to his assignment, he asked whyOn 1/8, [redacted] contacted Mr [redacted] to discuss and left a voicemailPayday for weekending date 1/7/is Friday, 1/12/A paycheck for week-ending 1/7/was cut on 1/10/ Check #was processed for hours with a net amount of $ This payment was mailed to Mr [redacted] ’ home address

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] No voicemail or, anything, but a text message was ever received I have not been paid Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11743824, and find that this resolution is satisfactory to me. Thank you for your help!!!

Initial Business Response /* (1000, 5, 2016/04/04) */
The letter below was emailed to Mr*** by Bookmasters' director of continuous improvement, Brad S***, on Monday 4/4/
**
Hello Mr***,
Allow me to introduce myselfMy name is Brad S*** and I am the Director of Continuous
Improvement at BookmastersOne of my primary duties is to oversee our quality, not only in relation to the product that we produce, but also to the level of service that we provide to our valued customersYour recent complaint case with the Revdex.com was brought to my attention last week and I have been looking into the matter here at BookmastersAs I have been able to get all the details available here I wanted to reach out to you with a direct response
As I review the invoice for your project I see where you will billed for the scanning of the text and halftones and the proofs prior to printingThe specifications of scanning and proof production appear in line with the signed agreement, dated 8-19-I understand that upon receipt of the proofs you decided to cancel the project and asked for any funds to be returnedHowever, after reading your complaint filed with the Revdex.com I was able to identify where there may have been a lapse in understanding of our scanning and proofing processes and I wanted to take this opportunity to clarify thatUpon receiving a signed quotation for a project we enter that project as a live job and our production departments follow the specifications laid out in that documentThat being the case, we began preparing your project for printing with the scanning of all of the text & images and assembly of those pages, as is standard practice for projects requiring these operations, and needed prior to the production of proofsAs you know, proofing is the last step before going to press for final printing and to only partially prepare a project before going to proofs would be counterproductive for us and potentially cause errors in the final productThus, your project was completely scanned and assembled to make it ready for press when the proofs were sent outBecause of the number of pages and images needing scanned and assembled we had hours of Premedia time into this project at that pointOnce you were able to review the proofs and decided to cancel the project our company billed the cost of those services and proofs against the job
With all of that being said, I can appreciate your frustration with the fees for the work required to get to that point and in the end deciding you needed to cancel the project and not having any finished booksIn consideration of that I would like to make an offer to reduce the total invoiced fees for you by 50%That would amount to a refund to you of $1,from the invoiced amount of $3,I hope that this will help to ease some of your frustrations and demonstrate that you are indeed a valued partnerIf you would like to discuss this matter in greater detail I am always available and would look forward to helping ensure that everything has been coveredUnless I hear otherwise from you, I will ask that our accounting department proceed with the credit outlined above in an effort to keep things moving
Best,
Brad S***
Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: We do not have $a month to pay thisI personally agree to make a payment of $a month until we could make more but since then have not been able to have that amountBefore Bookmasters we did have $in salesSince signing with them, we have not made a profit since December This was before BookmastersThey lied several ***es throughout, *** my representitive called me a liar when I asked for a payment plan, we could affordThe only reason, we have stayed open is to keep authors happyI have not received any salary since signing with Bookmasterscontract, promises, everything and we don't have $a month even from author royalties since Bookmasters blocked the print book sales. We do not want Bookmasters to release anty orders, since we don't want to stay with themWe were contacted by several authors and publishers asking us if we were having this type of issues with Bookmasters and we have chose not to answer themThis is to me evident that Bookmasters is set up to fail the small publisher

Initial Business Response /* (1000, 5, 2016/06/16) */
After reviewing the complaint and investigating Ms***'s account, Bookmasters believes it has a good understanding of the circumstances
In light of Bookmasters' investigation, Ms***'s account is in the process of closing and
notification was sent to the book publishing industry trade/retailers to reflect that fact in February That being the case, Bookmasters will be crediting the administration fees that are currently outstanding on Ms***'s account for $per her requestBookmasters will also ensure that Ms*** is not billed additional administration fees until her account with Bookmasters is officially and finally closed
Bookmasters did, however, want to point out that the billings mentioned by Ms*** are for the same administration fee as was described in her contract with BookmastersThese fees are not associated with the inventory levels that are on hand for any particular product as that is typically an additional item in Bookmasters' contractsWe understand this might not make the situation any less frustrating for Ms***, but we did want to point this out for her consideration
Bookmasters hopes that providing the credit per Ms***'s request will help to show that we have valued her as a publishing partnerWe wish her the best of luck in her future endeavors
Bookmasters requests that Ms*** please contact Brad Sat Bookmasters if she would like to discuss this matter in further detailOtherwise, Bookmasters will proceed with the credit to her account and proceed with the account closure as requested
Initial Consumer Rebuttal /* (2000, 7, 2016/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A reasonable response and remedy in a timely manner

Initial Business Response /* (1000, 6, 2016/05/17) */
As a result of reviewing this customer's file and internal discussion among the pertinent individuals at Bookmasters, Bookmasters agrees to process a $refund per this customer's requestWith this action, Bookmasters believes in good
faith that all outstanding items for this customer have been addressed according to their preferred resolution and that no further action on Bookmasters' behalf is required

Bookmasters has formally reviewed Revdex.com Complaint #[redacted], submitted by Ms. [redacted] Following our review of this complaint, Bookmasters has determined that Ms. [redacted] is not a direct client of Bookmasters; she is instead a client of one of Bookmasters’ clients: Author...

Solutions/WestBow Press. Bookmasters has a contract with Author Solutions/WestBow Press to provide book manufacturing services to their clients and as such Ms. [redacted]’s complaint should in fact be directed to Author Solutions/WestBow Press. In speaking with Author Solutions/WestBow Press about Complaint #[redacted], they informed us that Ms. [redacted] also filed a complaint with the Revdex.com tied directly to Author Solutions/WestBow Press for the same issue.  Bookmasters would encourage the Akron Revdex.com to reference the official response to that complaint for any additional information than we’ve provided here in terms of the communication regarding Ms. [redacted]’s complaints: 1/8/18 – Ms. [redacted] complained about the interior pages of her book printed too low. 1/9/18 – Bookmasters confirmed that a production issue occurred and agreed to replace the 20 printed copies of Ms. [redacted]’s book at no charge.1/20/18 – Ms. [redacted] received the 20 replacement copies and confirmed they were satisfactory.1/20/18 – Ms. [redacted] received 30 additional copies of her book that she ordered separate from her initial order. Approximately half of the books she received were again printed with almost no margin at the bottom.1/22/18 – Bookmasters received notice of the printing error.1/23/18 – Bookmasters requested that Ms. [redacted] send a photo of one of the books with the printing error to help Bookmasters determine the cause; Ms. [redacted] provided photos same day. Bookmasters requested that Ms. [redacted] send an additional photo that included a ruler measuring the distance between what was printed on the page and the edge of the page; Ms. [redacted] provided photos to this effect same day.1/24/18 – Bookmasters asked that physical copies of the books with the printing error be sent to them for review and evaluation.1/25/18 – Ms. [redacted] filed Complaint #[redacted] with the Revdex.com. Author Solutions/WestBow Press has assured Bookmasters that they are working directly with Ms. [redacted] to resolve her outstanding issues. In addition, Bookmasters is working directly with Author Solutions/WestBow Press per our contract with them to ensure the situation is resolved to Ms. [redacted]’s satisfaction. Bookmasters invites the Revdex.com to contact Bookmasters’ vice president of finance, David Bird, or Bookmasters’ main point of contact at Author Solutions/WestBow Press, Steve Furr, if it feels it is necessary to do so to best assist Ms. [redacted]. Mr. [redacted] email address is [email protected] and Mr. [redacted] email address is

Bookmasters has formally reviewed Revdex.com Complaint #[redacted], submitted by Mr. [redacted].Following our review of this complaint, as well as Mr. [redacted] contract with Bookmasters and relevant documentation, Bookmasters has determined that we...

have conducted our business relationship with Mr. [redacted] in accordance with his contract and have not violated these mutually agreed-upon terms. A copy of this contract is attached for the Revdex.com’s reference and review.At the [redacted]e of this correspondence, Mr. [redacted] owes Bookmasters $10,267.54 for services and book printing charges that he ordered and has been delinquent paying for several months.  A significant portion of the unpaid balance is for books received directly by Mr. [redacted].  He has refused to remit payment despite Bookmasters' repeated attempts to explain the charges and payment deadlines by phone and by email.  All of these charges are clearly documented in Mr. [redacted] contract, as are Bookmasters’ standard procedures for acting upon negative balance or past due accounts as Mr. [redacted] account currently stands (see contract section IV. Terms, items O and P respectively).Bookmasters regrets that our business relationship has reached this point and would like to come to an amicable resolution if possible.Within his formal Revdex.com complaint, Mr. [redacted] stated that he contacted his agent at Bookmasters (his sales account executive, [redacted]) to resolve the current situation, but that we asked him to submit payment to Bookmasters that he doesn’t “agree with.” In the course of our research, Bookmasters found that Mr. [redacted] offered to pay $50.00 per month to Bookmasters toward the more than $10,000.00 past due. Unfortunately, for the amount of money Mr. [redacted] owes to Bookmasters and further, given that Mr. [redacted] has less than $70.00 accounts receivable remaining at Bookmasters and almost no inventory remaining in our warehouse, Bookmasters does not feel that $50.00 per month is a feasible resolution. We are more than willing to discuss setting up a mutually beneficial payment plan that would allow Bookmasters to be paid what we are owed by Mr. [redacted] and also achieve Mr. [redacted] requested resolutions: first, to zero out his owed balance; second, to officially close out his account, allowing us to return his print files and surrender as Vendor of Record for the sale of his books in the trade; and third, to destroy all inventory that belongs to Mr. [redacted] that is remaining in Bookmasters’ Ashland, Ohio warehouse.Bookmasters invites the Revdex.com to contact Bookmasters’ vice president of finance, [redacted] if it feels it is necessary to do so to best assist Mr. [redacted]. However, Mr. [redacted] is also welcome to contact Mr[redacted] directly if he would prefer to set up a payment plan without the assistance of the Revdex.com. Mr. [redacted] phone number is [redacted] ext. 1145 and his email address is [redacted]

Upon investigation, Bookmasters/AtlasBooks confirmed that the invoice in question was a duplicate invoice from 2012 that should have been removed from our system and therefore, this customer should not have been charged for it.Bookmasters/AtlasBooks has processed a credit in our system for the full...

amount of this invoice ($38.96) and the customer’s email has been removed from our system so that it will no longer receive any correspondence in regard to this invoice.Any additional questions or concerns regarding this issue can be addressed to Brad S., our director of continuous improvement, at 419.281.5100 x[redacted] or [redacted]@bookmasters.com.

[redacted],A check was mailed to your home address on file [redacted]) in the amount of $360. The payment was mailed on 1/12/18 for the week ending 1/7/18. Perhaps due to the holiday on Monday the check was delayed in the mail. If you still have not received it you can contact our MACC at ###-###-#### to put a stop payment and reissue the check.Thank you.

Mr. [redacted] had no background in assembly, but Staffing Specialists were informed by the Central Ohio Market Sales Professional that client was willing to train. He was presented by the sales professional to the client and approved to start and was assigned to Midwest Acoust-A-Fiber beginning...

1/3/2018. Mr. [redacted] did worked on 1/3, 1/4, and 1/5. However, on 1/5 the client decided that all subsequent new starts should have prior assembly experience as training on the job was counter-productive. The client notified Manpower to notify Mr. [redacted] that his assignment has been ended due to lack of prior experience. Mr. [redacted] was contacted via phone.  After Mr. [redacted] did not respond, he was emailed and instructed to not return.  He was also instructed to call the office to discuss the details. Mr. [redacted] responded to that email that he understood that he was not to return to his assignment, he asked why. On 1/8, [redacted] contacted Mr. [redacted] to discuss and left a voicemail. Payday for weekending date 1/7/2018 is Friday, 1/12/2018. A paycheck for week-ending 1/7/2018 was cut on 1/10/2018.  Check #0220713991 was processed for 30 hours with a net amount of $290.10.  This payment was mailed to Mr. [redacted]’ home address.

Thank you for allowing Bookmasters the [redacted]e to formally review Mr. [redacted] second response to his initial Revdex.com Complaint #[redacted].Following this second round of review, Bookmasters has determined that we have completely upheld our portion of the agreement with Mr. [redacted]; after an extensive investigation into the details, we’ve found that our charges comply with the terms of Mr. [redacted] contract and his account’s activity with Bookmasters.To illustrate our findings, we have attached an Excel worksheet that outlines:• Where the charges originated for Mr. [redacted] account activity with Bookmasters;• The value of the book units directly requested and shipped to Mr. [redacted] from our facility that bypassed Bookmasters’ ability to sell and collect the fees that would have been associated with those sales; and• An es[redacted]ate of the “sales value” that counters Mr. [redacted] statement that he and [redacted] have lost $55,000 worth of annual sales.We have also re-attached Mr. [redacted] contract with Bookmasters as a further point of reference.Bookmasters respects the Revdex.com’s urging that resolving a complaint “requires both parties to move from their current position to a middle ground” and that our response here should “indicate what steps can be taken by both parties” to resolve the matter.That said, Bookmasters will gladly forgive $1,267 of what Mr. [redacted] owes Bookmasters if he will agree to make six (6) monthly payments of $1,500, the first payment commencing in July 2017, to equal a total of $9,000 in payment to Bookmasters. Further, once Mr. [redacted] payments to Bookmasters have reached $4,500, Bookmasters will process Mr. [redacted] orders so long as they are paid for in full before shipment occurs.We invite the Revdex.com to contact Bookmasters’ vice president of finance, [redacted] if needed. Mr. [redacted] phone number is [redacted] ext. 1145 and his email address is [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  No voicemail or,  anything,  but a text message was ever received.   I have not been paid.  
Regards,
[redacted]

I am rejecting this response because:Additional information needs to be included after the last interaction listed."After sending photos, they requested that I send actual books for them to see the errors. I sent a shipment of books for them to inspect."I am now waiting for the corrected books to arrive. I will follow up once I see them. Hopefully they are printed correctly.Thank You

Bookmasters has formally reviewed Ms. Mia Y [redacted]’s response to our initial Revdex.com Complaint #[redacted] correspondence. Following our review of Ms. [redacted]’s response, Bookmasters can add the following updates to the progress timeline: 1/30/18 – Bookmasters shipped 20 replacement copies per Ms. [redacted]’s request to Ms. [redacted]; she asked for 15 copies but Bookmasters sent 20 at no extra charge in an attempt to provide some sort of additional compensation for Ms. [redacted]’s troubles throughout this process. 2/1/18 – According to UPS tracking 1Z2458820321589632, the 20 replacement copies were delivered to Ms. [redacted] on this date at 6:13 p.m. local time. As stated in Bookmasters’ initial response to this Complaint, Author Solutions/WestBow Press has assured Bookmasters that they continue to work directly with Ms. [redacted] to resolve her outstanding issues. In addition, Bookmasters is working directly with Author Solutions/WestBow Press per our contract with them to ensure the situation is resolved to Ms. [redacted]’s satisfaction. Bookmasters again invites the Revdex.com to contact Bookmasters’ vice president of finance, David Bird, or Bookmasters’ main point of contact at Author Solutions/WestBow Press, Steve Furr, if it feels it is necessary to do so to best assist Ms. [redacted]. Mr. [redacted] email address is