Complaints

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• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ******************

  Agency Level Creativity for Self Publishers is a book design team by ***** & ******** 

  eir company to complete. ***** refused and stated that he and ******** think it is fair for them to keep my entire down payment of $1,096.00 for editing the first 11 chapters.
  
  I disagree with ***** and ******** and request that Author Support send me a refund of $365.33. I base this refund on 1/3 of the total price of $2192.00. I arrived at this because my book is 35 chapters and 11 chapters is not quite 1/3 of that, but it is a close estimate.

  Business Response

  Date: 01/16/2025

  The client is misrepresenting this as some sort of refusal on our part to work or refund them. When we sent the client the initial 11 chapters On Oct 10, 2023 it was for us to check in with the client on whether we were meeting their expectations. They did not respond with any hint of dissatisfaction for 8 months. We were ready to make changes (which is the nature of editor/author interaction) if they had responded. It is industry standard to have a kill fee for termination and we will not be refunding any amount for 4 reasons: 1. They agreed to work with us, and then refused without warning. 2. The work was substantially harder, as evidenced by their burning through prior editors. 3. Despite the challenges with the client's manuscript we were committed to keep going. 4. A kill fee for their breach of contract is warranted. We regret that they want to take their business elsewhere, and should not be penalized by their withdrawal.
  
  Here was my response to the client sent July 16, 2024:
  
  Hi [____],
  
  I certainly appreciate trying to negotiate some money back, but the level of effort put forward to get your book in a readable condition was substantially greater than a “content edit.” Every editor you’ve contacted has told you that. Further, when you were asked for feedback 8 months ago, you gave none, and with this email we are first hearing that you had any comments on the work done. The ½ Invoice is our “kill fee” and represents our effort and the cost to terminate our agreement. We were ready to work with you to receive feedback and finish that effort. Regretfully and without warning you’re ending that work agreement.
  
  I’ve sent you our pricelist for the other items necessary to finish the book (Cover and Interior Layout) should you want to continue working with us. If you would rather find someone else, we understand.
  
  I wish you well and hope you’re able get this project across the finish line.
  
  All the best!

  Customer Answer

  Date: 01/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business response is not satisfactory because the company declines to refund me the requested amount of $365.33.  The company is falsely alleging I terminated the contract, so they are entitled to keep my entire ½ deposit of $1,096.00 due to a “kill fee”, which I’ve never heard of, the company never mentioned anything regarding a kill fee to me. Please see email attachment:  7/13/24 and 7/14/24 regarding my intent to continue to work with the company.  Also, please see my attached email dated:  7/16/24, which is a response to the company’s allegations that I ended our contract. In addition, the business alleged that I did not notify them that I was dissatisfied with changes from the editor.  This is false, please see attached email from company dated:  10/11/23 regarding if changes editor made were what I expected and my response:  see attached email, dated:  10/11/23, initially at 8:00am, then at 12:43pm.  In addition, I believe, in an effort to distract, the company falsely insulted my character by falsely stating that I burned through prior editors.

  
  Sincerely,
  
  
  
  **** *****