Bound Book Scanning, Inc. / Budget Book Scanning

Dear Revdex.com Team, Following your email, we have sent the response below to this customer today and are awaiting his response and acceptance of our offer. Hi ***,I've received your complaints via Revdex.comI'm not sure why you couldn't have responded to the email instead and we could possibly have
worked something out amicably, in any case we will continue this job to completion by the end of this year, and please retract all complaints. We do put in alot of effort to keep our customers happy so we'll absorb the cost and complete the job by the end of the year. Please reply to this email to accept so we can move on with this project. There is no demand for more money, we are doing our best.Sincerely yours, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Here are the past few e-mail with Bound Book Scanning since they sent over that message.  We are still trying to resolve the matter.Hi [redacted], I'm not going to argue with you as you know very well, as I told you many times, that indesign formatting is not something we usually do, but as per your response to our indesign conversion of [redacted] jobs a year ago "Thank you very much.  Would it also be possible to get the JPEG images with these as well?  I really appreciate how well of a job you have done.  I sent in 23 more books to be done.  Then we will work on more of our library after that.  Thank you!" you were satisfied with the conversion and we went ahead with the confidence that our contractor did a quality job so we continued to rely on him. This is the first that I'm hearing that there were mistakes in those first two books, and yes, we have an excellent QC system, but only for the work we usually do and we did not dupe you to that fact. In May in fact you apologized to us for not reviewing the files in advance.In any case we know we messed this up and would like to settle this matter. Before we discuss a financial agreement I would greatly appreciate if instead we could do a different sort of settlement in terms of a company credit. As we are primarily a scanning service, and you had no problems with our scanning output, neither the quality nor the turn time, we would like to offer you, as you go on to digitize the other 95% of the library, a company credit of $5000 towards work to that end. Files will be delivered in PDF, word (unedited), and/or raw jpegs. You can then utilize those to continue with additional services via a different contractor, as many of our publisher customers probably do. I know you were satisfied with the initial, scanning portion of the job and we have confidence in our ability not to mess that up.This arrangement can be mutually beneficial as I know we are much cheaper than our scanning competitors. This is our pricing which we can credit:$6.95 base fee per book and $.06 per page. So an estimate would be, a typical book would be about $20, we would scan at no charge about 250 books to your specs.On top of this mess we would beg you and your board to please understand that we were sincerely, if perhaps confusedly, trying to get this job done for you, we were out of our league here not really understanding the process, and we will settle this one way or another with you so they should PLEASE not further bash us on internet forums, it is extremely long term damaging and doesn't reflect on the quality service we usually provide, in fact we had a discussion here about a new company policy not to accept jobs where we don't have our own solid experience and expertise in completing. [redacted] Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec **, 2014 at [redacted], [redacted] wrote:[redacted],To say that I am livid with the service that Bound Book Scanning has offered in an understatement.  Dealing with your company has been nothing but a nightmare.  I am glad that you have received the information from [redacted], [redacted], and Revdex.com.We have been more than patient with Bound Book Scanning throughout this process.  I have defended Bound Book Scanning company and actions to our Board of Directors.  Just to note a few things that have gone wrong.  It has taken over a year to get the project to this point.  10 months over due.  Two books were lost in the process. We supplied you with additional copies that were returned.All scans were not received until October 2014. The editing process was sold to be 100% accurate. That was not the case with the scans completed in May. We trusted that everything was done correctly so I gave the go ahead as we did not want to hire an editor to review the 100% accurate work. I had to idea how bad the quality was. That is when the second contractor took over.We had to hire an editor to review [redacted] to see if it was even close to accurate.The projects were not even worked on for months. Bound Book Scanning did not even know how many of the books were completed until we provided a spreadsheet in October 2014.As a side note [redacted] that you scanned was revealed to have numerous errors. We stopped count at over 100 errors.  The book was mentioned on [redacted] and over 4,000 copies were sold with errors in it.  Once our readers made us aware of these errors we frantically hired another editor to fix all of the mistakes.  On top of that we had to mail out copies of the new version for people who complained.So to your response hiring Bound Book Scanning has cost of thousands as well.  However it is not our fault that the first editor that was hired did not do a good job.  Does Bound Book Scanning have a quality control department?  Also, why could Bound Book Scanning should have gone back to the first editor for a refund.To address the InDesign issue we laid out the requirements.  We even offered to send an InDesign template but that was not used.Nothing has been completed on time or with the accuracy as promised.  With the last e-mail we received we are certain that Bound Book Scanning will not stand behind the 100% accuracy.  We were very meticulous in explaining the process up front and what we were looking for.  I personally had at least two phone calls with you to make sure Bound Book Scanning could complete our request.I find it very offensive and unprofessional that at this point in the project, after Bound Book Scanning hired new contractors in May, that we were asked to provide more money to get the project completed.  We even had a discussion back in October about how everything had to be done by the end of the year.  With the past year of performance history and issues that I have outlined I have every reason to believe that we have been hustled.  If I did not keep the records and followed upped this project it is believed that Bound Book Scanning would have just taken our money.In summary we never have received what was promised.   A year has been given to complete this project with 100% accuracy.  We cannot allocate any more time in hopes that Bound Book Scanning can provide what was promised.  At this point, to move forward, I ask a full refund of the money that was paid for editing and InDesign on December **, 2013.  We will move forward with another contractor to have all of the books editing again and the layout done with InDesign.  If Bound Book Scanning agrees that would clear up the issue with [redacted] and Revdex.com.  We will also move on and not pursue any additional damages for [redacted] scan that was not editing with 100% accuracy.My board of directors is very unhappy.  They wanted to also leave reviews for your company but I told them to hold tight until we get things settled. Also, I have been advised by our legal team that any correspondence from this point forward needs to be written.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], December [redacted] 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted],I've received your complaints via [redacted], [redacted], and Revdex.com. I'm not sure why you couldn't have responded to the email instead and we could possibly have worked something out amicably, in any case I will continue this job to completion by the end of this year, and please retract all complaints. We do put in alot of effort to keep our customers happy so we'll absorb the cost and complete the job by the end of the year. Please reply to this email to accept so we can move on with this project. There are no bait and switch intentions here or demands for more money, we are doing our best.Sincerely yours, [redacted]Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec **, 2014 at [redacted], BOUND BOOK SCANNING [redacted] wrote:Hi [redacted], I'm terribly sorry but after a lot of thought I realize I am at a total loss on how to work on this project. I took a good look at our numbers and realize that at this point this project has been costing us more then I charged for it. I understand we are partially at fault for the deficiency in proofreading accuracy, however the indesign files were also not reviewed for formatting issues until May, although we kept sending them to you as they came in. Originally when you emailed me that there were issues in with the margins, index etc I thought I could have the original contractor revise them at no additional charge. However that didn't work, I had to hire another more expensive contractor, I lost out on all the payments I'd already made to the first. We're a small business and paying all these fees again to both my proofreading and formatting contractors is just killing me, and because so much work was done before the files were reviewed at all, I'm not sure it's fair that I am obligated to absorb this expense. The additional proofreading files that are still outstanding have already been completed, but I don't receive them until I pay for them, the expense is building to thousands and I just can't do it now. I don't know what to do. I do feel very bad for you too but mistakes were made from both ends here and I can't absorb all the cost. If I could I would just drop the project here and call it a loss and you have all the the raw, most of the proofread, and about half of the indesign files to take to another contractor to complete. I really feel awful, this is the first project my company is struggling to complete. Generally when a project is more in line with what we usually do we have no trouble completing the job. Please think it over and let me know how you think it's fair to settle this. I'll do whatever is feasible, within reason, to compromise fairly. Again I am really sorry it has to come to this. [redacted] Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec *, 2014 at [redacted], [redacted] wrote:Hi,I have checked [redacted] and I only see a revision of one book.  I am starting to get a bit concerned that we are not going to hit the deadline again.  Are we still on track?  Thanks.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], December ** 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted],Yes they've all been completed. I hope to add them within the next few days. I don't have them all yet.Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec *, 2014 at [redacted], [redacted] wrote:Hi,I wanted to check in and to see if all of the editing has been completed yet.  I have been checking [redacted] and it appears that not everything is done or has been uploaded. I know the goal was to have that completed by November **.  We really need to have everything completed shortly.  Thanks.[redacted]From: [redacted]Reply-To: [redacted]Date: [redacted], November [redacted] 2014 at [redacted]To: [redacted]Subject: Re: UpdateI understand. I don't know what to say....Do you keep up with the [redacted] folder? There are uploads there every couple of days, progress is being made swiftly. Do you have access to the files as they are added? Perhaps for the rest of the project we can do the scanning only which I personally oversee in-house and was completed in a timely manner, and then you can make other plans for the publication steps. Perhaps PDF formatted for POD would work such as [redacted]? We do many of those in-house for many publishers, and quickly. Just throwing ideas out there for future work. I'd be happy to show you some samples etc. Keep checking [redacted] and let me know if any issues with any files. From: [redacted]Date: [redacted], ** Nov 2014 [redacted]: BOUND BOOK SCANNING[redacted]Subject: Re: UpdateThank you for your reply.  I am glad the spreadsheet is helpful.  I should have sent it over months ago.  That time line will work.  The board also says that the editing has to be 100% perfect and they cannot just do a rush job to get it done.  Also, they want to see progress and not just everything uploaded on December **.I have done some research and there are programs out there that could take the index and [redacted] it in the text. It just requires some cleanup from what I have read.  That may or may not help.Just so you know I have personally lost $1,200 in bonuses because this project has not been completed.  Not to mention the lost sales I get a percentage of.  If the documents, with 100% accuracy,  are not done by December **, 2014 I will personally lose another $1,500.  I have gone to bat for your company at every board meeting for the last year.  I have been raked over the coals and have been more than patient for a project that I was told would take no more than 8 weeks.  To not have the projected completed by the end of the year would be devastating.  I hope you can understand now why the urgency on my part.  The [redacted] family has an entire library that needs to be scanned.  It has taken over a year to scan less than 5%of the library. Thank you for uploading those missing scans to [redacted].  I will note by spreadsheet.  Thanks for getting this taken care of for me.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], November *, 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted] I received your email and am working hard on your project, you are right to be frustrated and annoyed and I am sorry this has been such a drag. Here is my progress so far as of yesterday.Thanks for the spreadsheet it's been helpful.The files of the two books listed as not yet scanned have been added to the [redacted] folder. The ten outstanding proofreading files have been redistributed to three contractors with a due date of Nov **, giving them a week and half to complete.The inDesign contractor has been offered a bonus of double our original pay agreement to complete those files as they come in, with a due date for full project completion of December **, and he has agreed to the new terms to expedite the work. (I'm hesitant to add more contractors to this part of the job since we finally found someone who is doing the work to your satisfaction).Therefore if all goes on schedule and even if some delays, my goal is to meet your Dec ** deadline. I hope this helps you get back to your board of directors satisfactorily - I understand how difficult it is to be the middleman and not have a clear grasp of what is happening. [redacted]Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Nov *, 2014 at [redacted], [redacted] wrote:Hi,Our board of directors has asked me to send over a progress report so it is easier to see what we have and what we need.  I have listed PDF, Edited Doc (Editing Text) InDesign, Pictures (InDesign Pictures) and Scans (completed page by page scans).  We need completion of two scans, 10 edited documents and 18 InDesign Files.  Let me know ASAP if any of these files just have not been uploaded to [redacted].  Thanks.[redacted]From: [redacted]Date: [redacted], November *, 2014 at [redacted]To: BOUND BOOK SCANNING [redacted], "[redacted]" [redacted]Subject: Re: UpdateHi ,I still have not heard back about the estimated completion date for this project.  My board of directors is very unhappy as they have missed out on a year of sales.  The author has even been mentioned multiple times on national TV and radio and we have lost out on those sales because these books have not been scanned.  At this point they need to have this project completed by December **, 2014.  One of their major issues if they have not seen any significant with files being uploaded to [redacted] in the last three months.  We understand that this project was custom but if Book Bound Scanning could not do it we would have preferred to get that answer a year ago. We have been very patient but at this point the board of directors feel like they are being taken advantage of.Let me know your thoughts on the matter.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], October **, 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted], I did receive your email a few days ago...I'm trying to get updates from my team, and possibly join in another worker to do the InDesign work as well. The contractor we've been working with last has been complaining about the Index creation, asking if you can do that portion of the work so he can finish up quickly, but I told him no that's one of your main requirements. In any case I may have someone else join the team as well if you'd be ok about reviewing another sample...I'm sorry but I don't know the program to understand the specs needed as this isn't our usual project. I'm well aware that this is over a year old now and I didn't forget about finishing this for you, I'm just trying not to hurry up my people too much as I want them to do a thorough quality job as well. Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Oct [redacted] 2014 at [redacted], [redacted] wrote:Hey,It is possible to get an updated and a completion date on this project?  I see that nothing has been added to the [redacted] folder for almost a month now.  Are we close to being done with phase one of our project?  Thanks for getting back to me.[redacted]From: [redacted]Date: [redacted], October **, 2014 at [redacted]To: BOUND BOOK SCANNING [redacted]Subject: UpdateHi,I wanted to get an update and see when you expect we should have all of the books completed.  Thank you.[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
You said u were sending a refund check, I wrote back and said ok. I did not believe additional comment was necessary.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We came to the agreement with the customer for a refund of $3000 at a rate of $250 per week, paid every [redacted], until paid off. The customer accepted and the first payment was made last [redacted] 12/**/14. Therefore we believe this dispute can now be closed.

Tell us why here...Tell us why here...Hello [redacted], a. Your manuscript wasn't billed as a reprint quality scan, just as a basic scan. We normally charge several hundred dollars for a greyscale segmentation, many images, reproduced quality scan but you haven't been charged more as you had paid...

via check and we didn't want to slow you down.b. Your request for return shipment on Sunday May ** was promptly responded to, and you did receive the tracking number, [redacted], via Priority Mail (which we upgraded, we usually ship via Media Mail which is much cheaper but slower) however the package was only put out for pickup today because obviously Sunday, and Monday being Memorial Day, were not [redacted] pickup days. It is however on it's way to you now.  c. Adding and centering margins is our standard method of preparing books for reprint.d. You have not requested a refund to us directly, at all. Please provide Paypal account or we'll send you a check separately.

I have sent almost a dozen books to be scanned by Bound Book Scanning. I am always impressed with the quality of the scans and how my books are returned in the same condition. Before I found Bound Book Scanning I was afraid to even handle some of the rare book in my collection. Now that they have been saved as pdf. I can easily print out copies to read, mark up, and share.

My experience with Bound Book Scanning was excellent. I needed a Word file of an older book in Spanish to create a digital copy. I rreceived an accurate file in a quick turnaround. I would certainly recomend the service to others.

Bound Book Scanning scanned a book of music ("The Ultimate Jazz Fakebook") for me. I asked for page images in a PDF (for an iPad/Android app named iGigBook) and the result is perfect. I am a fussy person and I am very happy with the result.

I had a 400+ page manuscript typed on an old manual Smith Corona typewriter. I needed a word.doc so I could self publish my novel. I sent my manuscript to Bound Book Scanning for non-destructive book scanning. I received my Word.doc and PDF files. I was extremely satisfied with their work. The work was done quickly. Communication via email was awesome. My manuscript was returned promptly and in great shape. I will use this service again with no hesitation. I would recommend Bound Book Scanning to everyone.

You can see the results of two books scanned by Bound Book Scanning at [redacted] Major John M[redacted]s GREAT ISLAND and Swamp Yankee from Mystic.

The work was professional, done quickly, and at a good price.

I will use them again.

Review: I sent a manuscript for PDF scanning so that the file can go to the printer. The manuscript represents 2.5 years of my life as it is my doctorate dissertation. I express shipped the materials 2 weeks ago and still do not have a product. I believe they scanned it three times and still cannot get it right. By right I mean print quality. They even changed the margins. The pages prepared were setup in standard dissertation format of 1.5" left margin and 1" top, bottom and right side. The person who scanned it "centered" the text making the entire project worthless. I have requested my manuscript returned and want a full refund of my scanning ($47) and shipping ($42). A fair scenario as I now have to find and pay another scanning company. In addition to the two weeks I've lost and my graduation date set back. Thank you for any help you can provide. Others should know about this before they trust this incompetent company with their valuable materials. They have not returned my calls.Desired Settlement: I want my manuscript returned in the same condition as sent and I want a refund for all costs as I have nothing to show for the $100 I've spent.

Business

Response:

Tell us why here...Tell us why here...Hello [redacted], a. Your manuscript wasn't billed as a reprint quality scan, just as a basic scan. We normally charge several hundred dollars for a greyscale segmentation, many images, reproduced quality scan but you haven't been charged more as you had paid via check and we didn't want to slow you down.b. Your request for return shipment on Sunday May ** was promptly responded to, and you did receive the tracking number, [redacted], via Priority Mail (which we upgraded, we usually ship via Media Mail which is much cheaper but slower) however the package was only put out for pickup today because obviously Sunday, and Monday being Memorial Day, were not [redacted] pickup days. It is however on it's way to you now.

Bound Book Scanning took several of my books (authored by me), scanned them, and returned to me pdf versions for my own stored files. Their work was expeditiously and properly done.

I've had a great experience with Bound Bound Scanning. Turnaround time is quick and they do a great job. I'm happy to recommend them for book and paper scanning jobs.

I had a tricky task for Revdex.com - to scan and digitise a Bible in Scottish Gaelic. 1500 pages, printed on thin India paper. And I was sending the book from Scotland in the UK, to add an extra layer of difficulty to the process.

Overall I was exceptionally pleased with the job Revdex.com did. The book was scanned flawlessly -- no missed pages. The text was nice and clean, and the OCR was as good as (or in many cases better than) I expected. I would certainly recommend using the company again.

Cons? Well the task took them a lot longer than I'd originally been promised, and I had to chase them up a couple of times. This may have been due to the difficulty of the scanning process on such thin paper though. Also, I was under the impression I'd be getting the book back at the end of the process (ie that it was a non-destructive scan) but so far (three months later) it has not appeared.

Bound Book Scanning is a lifesaver. I have used their scanning service on several occasions to bring back into print books and manuscripts for which no digital files were useable. BBS performed the scans quickly and effectively. I reviewed all the documents and the number of errors were fewer than would have occurred had I hired a typist at many times the cost. I recommend them without reservation.

Review: I contact Bound Book Scanning in December 2013 to scan about 25 books. They were going to scan, edit with 100% accuracy and place in InDesign. They said they could get the job done in two months. Today, December ** 2014 I received notice that unless we pay them more money we cannot get our complete scans or InDesign files. Book Bound Scanning did not fulfill their end of the agreement.

A little back story. We sent in the books and they edited the book but they were far from 100% accurate. That was in May. I gave them more time than agreed in good faith. They changed consultants. We had to pay an editor to verify their work to make sure the new consultant was accurate. In October Bound Book Scanning agreed to have the project done by between the [redacted] of December. Today I was notified unless they have more money they will not complete the entire project. During the project they even lost two books and had us resend them. Until a spreadsheet was sent in October Bound Book Scanning did not even know the status of the project. We even had one book go out with over 100 scanning errors that we had to fix because of them.Desired Settlement: At this point since we have lost out on 10 months of revenue and a few hundred dollars worth of books mailed in I would just like my money refunded

Business

Response:

Dear Revdex.com Team, Following your email, we have sent the response below to this customer today and are awaiting his response and acceptance of our offer. Hi [redacted],I've received your complaints via Revdex.com. I'm not sure why you couldn't have responded to the email instead and we could possibly have worked something out amicably, in any case we will continue this job to completion by the end of this year, and please retract all complaints. We do put in alot of effort to keep our customers happy so we'll absorb the cost and complete the job by the end of the year. Please reply to this email to accept so we can move on with this project. There is no demand for more money, we are doing our best.Sincerely yours, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Here are the past few e-mail with Bound Book Scanning since they sent over that message. We are still trying to resolve the matter.Hi [redacted], I'm not going to argue with you as you know very well, as I told you many times, that indesign formatting is not something we usually do, but as per your response to our indesign conversion of [redacted] jobs a year ago "Thank you very much. Would it also be possible to get the JPEG images with these as well? I really appreciate how well of a job you have done. I sent in 23 more books to be done. Then we will work on more of our library after that. Thank you!" you were satisfied with the conversion and we went ahead with the confidence that our contractor did a quality job so we continued to rely on him. This is the first that I'm hearing that there were mistakes in those first two books, and yes, we have an excellent QC system, but only for the work we usually do and we did not dupe you to that fact. In May in fact you apologized to us for not reviewing the files in advance.In any case we know we messed this up and would like to settle this matter. Before we discuss a financial agreement I would greatly appreciate if instead we could do a different sort of settlement in terms of a company credit. As we are primarily a scanning service, and you had no problems with our scanning output, neither the quality nor the turn time, we would like to offer you, as you go on to digitize the other 95% of the library, a company credit of $5000 towards work to that end. Files will be delivered in PDF, word (unedited), and/or raw jpegs. You can then utilize those to continue with additional services via a different contractor, as many of our publisher customers probably do. I know you were satisfied with the initial, scanning portion of the job and we have confidence in our ability not to mess that up.This arrangement can be mutually beneficial as I know we are much cheaper than our scanning competitors. This is our pricing which we can credit:$6.95 base fee per book and $.06 per page. So an estimate would be, a typical book would be about $20, we would scan at no charge about 250 books to your specs.On top of this mess we would beg you and your board to please understand that we were sincerely, if perhaps confusedly, trying to get this job done for you, we were out of our league here not really understanding the process, and we will settle this one way or another with you so they should PLEASE not further bash us on internet forums, it is extremely long term damaging and doesn't reflect on the quality service we usually provide, in fact we had a discussion here about a new company policy not to accept jobs where we don't have our own solid experience and expertise in completing. [redacted] Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec **, 2014 at [redacted], [redacted] wrote:[redacted],To say that I am livid with the service that Bound Book Scanning has offered in an understatement. Dealing with your company has been nothing but a nightmare. I am glad that you have received the information from [redacted], [redacted], and Revdex.com.We have been more than patient with Bound Book Scanning throughout this process. I have defended Bound Book Scanning company and actions to our Board of Directors. Just to note a few things that have gone wrong. It has taken over a year to get the project to this point. 10 months over due. Two books were lost in the process. We supplied you with additional copies that were returned.All scans were not received until October 2014. The editing process was sold to be 100% accurate. That was not the case with the scans completed in May. We trusted that everything was done correctly so I gave the go ahead as we did not want to hire an editor to review the 100% accurate work. I had to idea how bad the quality was. That is when the second contractor took over.We had to hire an editor to review [redacted] to see if it was even close to accurate.The projects were not even worked on for months. Bound Book Scanning did not even know how many of the books were completed until we provided a spreadsheet in October 2014.As a side note [redacted] that you scanned was revealed to have numerous errors. We stopped count at over 100 errors. The book was mentioned on [redacted] and over 4,000 copies were sold with errors in it. Once our readers made us aware of these errors we frantically hired another editor to fix all of the mistakes. On top of that we had to mail out copies of the new version for people who complained.So to your response hiring Bound Book Scanning has cost of thousands as well. However it is not our fault that the first editor that was hired did not do a good job. Does Bound Book Scanning have a quality control department? Also, why could Bound Book Scanning should have gone back to the first editor for a refund.To address the InDesign issue we laid out the requirements. We even offered to send an InDesign template but that was not used.Nothing has been completed on time or with the accuracy as promised. With the last e-mail we received we are certain that Bound Book Scanning will not stand behind the 100% accuracy. We were very meticulous in explaining the process up front and what we were looking for. I personally had at least two phone calls with you to make sure Bound Book Scanning could complete our request.I find it very offensive and unprofessional that at this point in the project, after Bound Book Scanning hired new contractors in May, that we were asked to provide more money to get the project completed. We even had a discussion back in October about how everything had to be done by the end of the year. With the past year of performance history and issues that I have outlined I have every reason to believe that we have been hustled. If I did not keep the records and followed upped this project it is believed that Bound Book Scanning would have just taken our money.In summary we never have received what was promised. A year has been given to complete this project with 100% accuracy. We cannot allocate any more time in hopes that Bound Book Scanning can provide what was promised. At this point, to move forward, I ask a full refund of the money that was paid for editing and InDesign on December **, 2013. We will move forward with another contractor to have all of the books editing again and the layout done with InDesign. If Bound Book Scanning agrees that would clear up the issue with [redacted] and Revdex.com. We will also move on and not pursue any additional damages for [redacted] scan that was not editing with 100% accuracy.My board of directors is very unhappy. They wanted to also leave reviews for your company but I told them to hold tight until we get things settled. Also, I have been advised by our legal team that any correspondence from this point forward needs to be written.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], December [redacted] 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted],I've received your complaints via [redacted], [redacted], and Revdex.com. I'm not sure why you couldn't have responded to the email instead and we could possibly have worked something out amicably, in any case I will continue this job to completion by the end of this year, and please retract all complaints. We do put in alot of effort to keep our customers happy so we'll absorb the cost and complete the job by the end of the year. Please reply to this email to accept so we can move on with this project. There are no bait and switch intentions here or demands for more money, we are doing our best.Sincerely yours, [redacted]Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec **, 2014 at [redacted], BOUND BOOK SCANNING [redacted] wrote:Hi [redacted], I'm terribly sorry but after a lot of thought I realize I am at a total loss on how to work on this project. I took a good look at our numbers and realize that at this point this project has been costing us more then I charged for it. I understand we are partially at fault for the deficiency in proofreading accuracy, however the indesign files were also not reviewed for formatting issues until May, although we kept sending them to you as they came in. Originally when you emailed me that there were issues in with the margins, index etc I thought I could have the original contractor revise them at no additional charge. However that didn't work, I had to hire another more expensive contractor, I lost out on all the payments I'd already made to the first. We're a small business and paying all these fees again to both my proofreading and formatting contractors is just killing me, and because so much work was done before the files were reviewed at all, I'm not sure it's fair that I am obligated to absorb this expense. The additional proofreading files that are still outstanding have already been completed, but I don't receive them until I pay for them, the expense is building to thousands and I just can't do it now. I don't know what to do. I do feel very bad for you too but mistakes were made from both ends here and I can't absorb all the cost. If I could I would just drop the project here and call it a loss and you have all the the raw, most of the proofread, and about half of the indesign files to take to another contractor to complete. I really feel awful, this is the first project my company is struggling to complete. Generally when a project is more in line with what we usually do we have no trouble completing the job. Please think it over and let me know how you think it's fair to settle this. I'll do whatever is feasible, within reason, to compromise fairly. Again I am really sorry it has to come to this. [redacted] Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec *, 2014 at [redacted], [redacted] wrote:Hi,I have checked [redacted] and I only see a revision of one book. I am starting to get a bit concerned that we are not going to hit the deadline again. Are we still on track? Thanks.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], December ** 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted],Yes they've all been completed. I hope to add them within the next few days. I don't have them all yet.Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Dec *, 2014 at [redacted], [redacted] wrote:Hi,I wanted to check in and to see if all of the editing has been completed yet. I have been checking [redacted] and it appears that not everything is done or has been uploaded. I know the goal was to have that completed by November **. We really need to have everything completed shortly. Thanks.[redacted]From: [redacted]Reply-To: [redacted]Date: [redacted], November [redacted] 2014 at [redacted]To: [redacted]Subject: Re: UpdateI understand. I don't know what to say....Do you keep up with the [redacted] folder? There are uploads there every couple of days, progress is being made swiftly. Do you have access to the files as they are added? Perhaps for the rest of the project we can do the scanning only which I personally oversee in-house and was completed in a timely manner, and then you can make other plans for the publication steps. Perhaps PDF formatted for POD would work such as [redacted]? We do many of those in-house for many publishers, and quickly. Just throwing ideas out there for future work. I'd be happy to show you some samples etc. Keep checking [redacted] and let me know if any issues with any files. From: [redacted]Date: [redacted], ** Nov 2014 [redacted]: BOUND BOOK SCANNING[redacted]Subject: Re: UpdateThank you for your reply. I am glad the spreadsheet is helpful. I should have sent it over months ago. That time line will work. The board also says that the editing has to be 100% perfect and they cannot just do a rush job to get it done. Also, they want to see progress and not just everything uploaded on December **.I have done some research and there are programs out there that could take the index and [redacted] it in the text. It just requires some cleanup from what I have read. That may or may not help.Just so you know I have personally lost $1,200 in bonuses because this project has not been completed. Not to mention the lost sales I get a percentage of. If the documents, with 100% accuracy, are not done by December **, 2014 I will personally lose another $1,500. I have gone to bat for your company at every board meeting for the last year. I have been raked over the coals and have been more than patient for a project that I was told would take no more than 8 weeks. To not have the projected completed by the end of the year would be devastating. I hope you can understand now why the urgency on my part. The [redacted] family has an entire library that needs to be scanned. It has taken over a year to scan less than 5%of the library. Thank you for uploading those missing scans to [redacted]. I will note by spreadsheet. Thanks for getting this taken care of for me.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], November *, 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted] I received your email and am working hard on your project, you are right to be frustrated and annoyed and I am sorry this has been such a drag. Here is my progress so far as of yesterday.Thanks for the spreadsheet it's been helpful.The files of the two books listed as not yet scanned have been added to the [redacted] folder. The ten outstanding proofreading files have been redistributed to three contractors with a due date of Nov **, giving them a week and half to complete.The inDesign contractor has been offered a bonus of double our original pay agreement to complete those files as they come in, with a due date for full project completion of December **, and he has agreed to the new terms to expedite the work. (I'm hesitant to add more contractors to this part of the job since we finally found someone who is doing the work to your satisfaction).Therefore if all goes on schedule and even if some delays, my goal is to meet your Dec ** deadline. I hope this helps you get back to your board of directors satisfactorily - I understand how difficult it is to be the middleman and not have a clear grasp of what is happening. [redacted]Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Nov *, 2014 at [redacted], [redacted] wrote:Hi,Our board of directors has asked me to send over a progress report so it is easier to see what we have and what we need. I have listed PDF, Edited Doc (Editing Text) InDesign, Pictures (InDesign Pictures) and Scans (completed page by page scans). We need completion of two scans, 10 edited documents and 18 InDesign Files. Let me know ASAP if any of these files just have not been uploaded to [redacted]. Thanks.[redacted]From: [redacted]Date: [redacted], November *, 2014 at [redacted]To: BOUND BOOK SCANNING [redacted], "[redacted]" [redacted]Subject: Re: UpdateHi ,I still have not heard back about the estimated completion date for this project. My board of directors is very unhappy as they have missed out on a year of sales. The author has even been mentioned multiple times on national TV and radio and we have lost out on those sales because these books have not been scanned. At this point they need to have this project completed by December **, 2014. One of their major issues if they have not seen any significant with files being uploaded to [redacted] in the last three months. We understand that this project was custom but if Book Bound Scanning could not do it we would have preferred to get that answer a year ago. We have been very patient but at this point the board of directors feel like they are being taken advantage of.Let me know your thoughts on the matter.[redacted]From: BOUND BOOK SCANNING [redacted]Date: [redacted], October **, 2014 at [redacted]To: [redacted]Subject: Re: UpdateHi [redacted], I did receive your email a few days ago...I'm trying to get updates from my team, and possibly join in another worker to do the InDesign work as well. The contractor we've been working with last has been complaining about the Index creation, asking if you can do that portion of the work so he can finish up quickly, but I told him no that's one of your main requirements. In any case I may have someone else join the team as well if you'd be ok about reviewing another sample...I'm sorry but I don't know the program to understand the specs needed as this isn't our usual project. I'm well aware that this is over a year old now and I didn't forget about finishing this for you, I'm just trying not to hurry up my people too much as I want them to do a thorough quality job as well. Bound Book Scanning[redacted]###-###-####[redacted]On [redacted], Oct [redacted] 2014 at [redacted], [redacted] wrote:Hey,It is possible to get an updated and a completion date on this project? I see that nothing has been added to the [redacted] folder for almost a month now. Are we close to being done with phase one of our project? Thanks for getting back to me.[redacted]From: [redacted]Date: [redacted], October **, 2014 at [redacted]To: BOUND BOOK SCANNING [redacted]Subject: UpdateHi,I wanted to get an update and see when you expect we should have all of the books completed. Thank you.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We came to the agreement with the customer for a refund of $3000 at a rate of $250 per week, paid every [redacted], until paid off. The customer accepted and the first payment was made last [redacted] 12/**/14. Therefore we believe this dispute can now be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

This service is incredible. I had no idea they existed. We needed a High School yearbook scanned for the 50th reunion (Class of 1965). Quick turnaround, excellent quality scan, no damage to the original and very reasonable price. Couldn't be more pleased.

Great job! Will continue to use them.