ComplaintsforCovenant Books, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Covenant Books to publish my book Have Faith in God But Believe in the Devil. They accepted my manuscript and money and I assumed they would do a good job. The editing was horrendous and every time they would fix one thing, three more would pop up! This went on for months and I came to the conclusion that Covenant Books was trying to sabotage the release of my book. The chain of letters concerning this is exhaustive. Had I kept on making corrections, my book would still not be published. The final slap in the face was Covenant not doing my press release until five weeks after my launch!! I wrote the *** ****** a letter explaining all the problems and she never bothered to answer! I feel Covenant Books has done irreparable damage to my book! Had they done their job properly? We would be much further down the road. The book is receiving amazing reviews at Amazon and ************** but things could be so much better, Had they been done correctly? This company has a strong reputation and I am shocked the way they handled my account! Sincerely,*************************** Bring the faith.net

  

  Business response

  08/02/2024

  Dear *****,  I'm truly sorry your experience working with our editing department wasn't good and I do not recall receiving a letter from you or I would have responded.   I looked at your file and see you only had one round of editing and approved the edit before moving on to page design. Page designers are not editors, they are typesetters.  You went several rounds with the typesetter not the editor. I will also reach out to the media department to see why your press release took as long as it did to publish.    

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid almost $7,000 to Covenant Books. Contract started on 2/16/2023. I provided the cover page, an edited manuscript, and several illustrations. They edited again; no changes compared to original. They did a book design, identical to what I already provided. Second attempt was OK. No choice though, third change at my cost. Each edit took weeks or months, despite minimal edit requests. Process began in February of 2023, and the book was not made available until 11 months later with repeated problems. Numerous emails and phone calls. Responses from my assigned associate were often short, with minimal detail. Example: As-of today, there is no issue with your Amazon listing. I also forwarded you the email sent to you on ***** - at which time I did not indicate the book was available for purchase. The listing is available on US Amazon. You will receive a response once ****** has a moment to address your concerns. **** again: I confirmed with ****** that she did not have a chance to investigate your listing. We appreciate your understanding that the listing was simply completed as I previously explained. Thank you for your patience. ****** seemed to indicate otherwise in her message to me. Then I was informed that an authors web page would be set up, which took weeks. When completed, it was simply an advertisement page for Covenant Books including a blurb about my book. According to my assigned associate: We're currently working to complete your webpage, which will take around another week to upload, and bring us to the end of the process. Please let me know if you have any other questions. I have yet to receive any information about the Publicity and Press Release Distribution according to my agreement. I paid additional for additional marketing. The only information I can get: In regard to marketing, third parties will reach out to you in the coming weeks.

  

  Business response

  02/20/2024

  Dear ****, We are sorry to know your experience with us was frustrating and not to your satisfaction. We are looking into these issues and hope to resolve them promptly. I have gone through your files and am trying to understand the issues,  I'd like to contact you this week so we can discuss it further.
  

  Customer response

  02/23/2024

   
  Complaint: 21244299
  
  I am rejecting this response because: no one has reached out to me.  Neither by email or phone.
  
  Sincerely,
  
  *****************

  

  Business response

  04/24/2024

  We are very sorry this author hasn't been happy with our services and the schedule. The marketing departments have been in contact with him and he has decided he did not want to continue. According to the timeline he received in the beginning we were in line time-wise with the various stages.  The social media packages take time and the author submitted his form in February.  They did his Zoom interview in February.  They sent him his social media plan and got completed everything at the end of February.  He responded to the media department about his social media plan on Feb. 25th. They just lacked uploading his videos on time due to ******* because ****** had been giving them issues. However, they were still on time with this author.

  Customer response

  04/30/2024

   
  Complaint: 21244299
  
  I am rejecting this response because:

  They made no effort to reach me, as they promised to do so.  They haven't even paid me for the check I was due.  They mailed the check the wrong address, and it was lost in the mail.  I contact their online billing company from where I get paid, and they informed to have Covenant Books void the check and issue a new one.  Covenant Books would not do so.  The billing company then stated I would have to wait 90 days for the check to void automatically and the reach out to them.  Covenant Books offers horrible service and makes no effort to assist you.  Yet, I paid thousands to this service.

  They were also not very informative as to all the difficulties I experienced with my book being put on Amazon due to various issues that seem to stem from Covenant Books.  The worst company I have ever dealt with.

  
  Sincerely,
  
  *****************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I want to either receive the manuscript submitted years ago by ******** Castle or be able to receive one physical copy. Covenant Books not only has terrible customer service but also wants to charge the author for their own book. We called five times today, and they hung up the phone all five times. Really unprofesional.

  

  Business response

  09/22/2023

  I don't know the number she was calling but I assure you we would not hang up on a customer five times.  The author Bianckah Castle is no longer in an agreement with Covenant Books.  Our publishing agreements are for 2 yrs.  When she was sent a renewal agreement on 11/08/2019 she did not respond, she was sent a follow up to the renewal and did not respond.  Her title was removed from distribution on 12/02/2019.  I will be happy to send all her files to her on a thumb drive. 

  Customer response

  09/22/2023

   
  I have reviewed the response made by the business in reference to complaint ID ********, and Im open to finding a solution. I would like to receive from them an apology for hanging up the phone, and I would like to receive my files at the following email address: ***********************. 

  

  Business response

  09/22/2023

  If the number you called you were hung up on we do apologize, Our client was Bianckah Castle and we would need her permission to send her files to ********************************  The email we have on file for Bianckah is *********************. 

  Customer response

  09/22/2023

   
  Thanks. That email is also acceptable.
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Covenant Books charged a very high fee to self-publish my book. Since this was my first book I didn't realize it was way overpriced and that I wouldn't get any marketing help whatsoever once the book was published. They also had a hard time fixing editing or artwork errors. Any problem with the book I had to find myself. I have also not been paid even one cent for books they have sold through ****** on Amazon. Furthermore the amount they said they would pay (if they did pay) is less than 10% of the book's cost. The publishing process was lengthy because one agent left in the process and they didn't reassign until I made a complaint to the company. I wouldn't suggest working with this company. They just seem to have the goal of making as much money as possible from unsuspecting authors without helping books get advertised and marketed properly.

  

  Business response

  06/08/2023

  ***************, thanks for sharing your feedback. Were sorry your experience didnt match your expectations. We will be happy to help you get the word out about your book, ******'s Tree. Your coordinator will work with you to create a sell sheet to send to the retailers.  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have done two book collaborations with Covenant. The first went well but this time did not.When the cover design was completed I suggested a different font then waited for the change to be made. After several weeks, I questioned the delay and was told it was in process. After nearly two months I sent a costly overnight letter to the **** hoping to get the process moving. The delivery tracker verified the *** signed for the letter noon the next day, but I didnt get a reply until Wednesday of the following week. The person showed a lack of concern, and the matter was left unresolved.When the cover design was released it was perfect except for a typo made by the design team. Surprisingly, this took a month to correct. An honest merchant who makes a mistake will make it right for the customer as quickly as possible.At length the book was published but now theres a new problem. The contract states that once the print and eBook are available on the various distribution platforms, the author will be assigned to an Audio Production Coordinator to manage production of an audiobook. Its been well over a month since the print and eBooks availability, and Ive heard nothing from Covenant despite email queries. I have paid the contract in full and expect Covenant to fulfill their obligations.

  

  Business response

  05/10/2023

  Dear *****,  Our apologies about the length of time the process has taken.  I have reached out to Audio Books, they have your book information and a coordinator
  

  will be in contact with you. 
  

  Customer response

  05/11/2023

   
  Complaint: 20037720
  
  I am rejecting this response because: Until I hear from the Audio Books representative I have no assurance the business is acting in good faith.
  
  Sincerely,
  
  *********************

  

  Business response

  05/26/2023

  Audio Book has your files and the representative will contact you. This stage does take a little more time. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Out of the entire contract they ************ design and, I did the Book cover because the one they show me was horrid. ***y made a 30 second video that was so boring I did not finish it. ***y also said that they would garantee at least 10k in sales, when I did not sold a single book. ***re was no promo, *** press release was sent and never follow up. I paid these people $3500 and the 9 book it said I sold, I bought my self to give away. Every effort to sell and promote was made by me. I sent many messages to see what was going on and one day they just stop answering.

  

  Business response

  03/16/2023

  Our apologies about your experience with Covenant Books. We would be happy to look at what can be done to help promote your book and build your sales. Authors do not earn royalties on books they purchase, only on sales from the retail market. We have added several more marketing opportunities since you signed on with us in 2020. I will have a coordinator reach out to you to discuss what's now available to our authors.

  Customer response

  03/17/2023

   
  Complaint: 19409051
  
  I am rejecting this response because I. 3 years I had no communication, help, and they did not do what they said they would. I sold 0 books. Not low amount...None. Everything they did I paid for, I had to do on my own. **************...and more. I hire them so my book can be ready and have exposure.... They did not did their job. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/03/2023

  We have reached out to this author with a possible solution and she has not accepted our offer. She will not be renewing her agreement. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am the legal representative for Pooks ************* and its owner, an author who has contracted with Covenant Books for publishing. Covenant Books repeatedly refuses to respond to requests for information on sales, and despite not having any othe copyright rights, continues to sell my client's books, in clear violation of copyright law.******************* repeatedly refuses to respond to correspondence, which have been sent to them for nearly a year. Instead, **************** claims that Covenant Books has ceased all sales of the books, which is clearly a false representation, given the remaining books on Amazon and elsewhere with Covenant Books as the publisher. She also refuses to give information on the royalties on books sales, withholding information that no doubt shows underpayments by Covenant Books. Despite the repeated warnings of the copyright misappropriation, Covenant Books clearly doesn't care. It is the worst publishing company that I have had the pleasure of doing business with over my 20+ years as an attorney. The A+ rating is a joke.

  

  Business response

  02/01/2023

  Contact Name and Title: *************************
  Contact Email: ***************************************
  Dear ****************, I have been in communication with you via email and sent you proof the titles were removed from the distributors last May 2022. We have sent sales reports to the author and there have been no sales since May of last year. As I explained, the books Amazon may have in stock we have no control with. If you lost the emails I sent you with the screen shots of the books removed from distribution I will be happy to resend them along with the sales reports.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I have paid covenant books to publish my book. they were paid ******** dollars for the package to publish my book. It went into the editing phase, but they kept messing up on the editing. Many times I have resubmitted my manuscript to the editing department and still there were mistakes and misspelled words. So, I asked *********************** for a refund. I received a text that I would get a refund in December 2022 but I have not received it. This dispute has been an on going issue and covenant books refuses to refund me. Here is the receipt.Merchant: Covenant Books ****************************************************** ** ************** Order Information Description:Order Number: P.O. Number:Customer ID: Invoice Number:Billing Information Shipping Information *********************** Payment Information Date/Time: 08-Feb-2022 09:03:48 PST Transaction ID: *********** Transaction Type: Authorization w/ Auto Capture Transaction Status: Captured/Pending Settlement Authorization Code: 65517P Payment Method: MasterCard XXXX7486 Shipping: **** Tax: **** Total: USD ******** Please, help me get back my refund, thank you ***************************. Here is the timeline Author(s): ****************************** Email address: ******************* Title: Empty Souls Living Beyond Your Grave Client No: ****** Download Timeline Current ******************* Publication Assistant:*********************** ******************************** ************ Paperback ISBN: 978-1-68526-842-8 Ebook ISBN: 978-1-68526-843-5 W9 Tax Form

  Customer response

  01/16/2023

  Thank you, but I have not heard back from them and they still owe me money. What can I do to resolve this. Is this company a scam?

  

  Business response

  02/09/2023

  The author has decided to continue with the publication of her book.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i signed a contract 2 years ago for publishing a childrens story book called one by one the adventutres of teri-beri. i paid 4,000.00 to have thus book published and put out for sale by covenant publishers . the book was finalized in nov 2021 and a press release was made early 2022. I agree on the colors, the seasons, the characters sizes, etc. and the cover page, but there were only 2 illustrations for each story, one of the bear and 2nd page just characters standing. On two of the pages with in the story it was only a line of water nothing else. , Non of the illustrations fit the story.. The intnt when writing a childrens book pictures usually go with the stories. Besides that only 16 books were sold and i know for a fact my family members bought the books. Further more the books were suppose to sell at 15.95 per book but some printer co. took 13,00 per book to print and i got paid 3,00 im which i still have not got paid the 52,00 for the 16 books. FMMMhermore no sales supposedly sold in april. may. june and july and now august. my book never showed up in any ( new releases ) and no books are on bookshelves or in stores stock room with barnes and noble, amazon or walmart. They told me if anyone called for the book they could order it and it would be sent to them. This was not the contract info. agreemen. i sent a letter to mrs. denise h***** but the only thing i got back this telling me nt contract was over and a fee for $96.00 to renew the publication for 2 more years. this fee was supposed to be 38.00 per year. i would like my $4,000,00 returned since i feel covenant books has not lived up to their contract. i remain **** *********

  

  Business response

  11/10/2022

  Business Response /* (1000, 8, 2022/08/25) */ We are sorry to hear of your dissatisfaction with your book. You completed the illustration questionnaire, and We followed your instructions. Authors must approve the work before we move to the next stage, I checked our records, and you approved each stage. I will be happy to contact you to discuss this further.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I write on behalf of my life partner, ***** ****** who after he signed the contract with Covenant to publish his book and paid all related fees, developed dementia, which is now severe. The initial contract was signed perhaps 2 1/2 years ago (he didn't keep good records and our finances are separate, but the press required an addition $95 payment some months ago because the 2 year period had elapsed, so let's say 26 months). The cost for publication was roughly $3500, which he paid in installments of $295 monthly over a year-long period, I believe. The issue is this. As clearly stated in Covenant's timeline, once the cover of the book is approved, it will take a short while for the books to be printed and sent out. The timeline reads: "Your printed books will arrive a few weeks after we receive your approval on the cover design." The cover design was approved in March; for a while, the timeline on the online contract read that the books would arrive in a few weeks. Twelve days ago, disturbed at the delay, I wrote Amber, my only contact person, and complained at the delay of over 3 months, all the more troubling because *****'s dementia is worsening steadily (I have made no secret of this), and it is imperative that he sees the book while he still knows what a book and while he is still alive. Amber wrote back that he should receive the books shortly and that the delay was probably due to shipping. Today, checking the on- line contract, I was horrified to note that the timeline has been set back further, with the books now supposedly just being printed. In response to my appeals for urgency so that ***** could enjoy the book he paid so much to have published, Amber made it clear that *****'s circumstances warranted no special treatment or haste from the press. I can understand the pressures of publishing. But to delay printing and issuing the book, as is now currently the case, is simply unconscionable.

  

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/21) */ We do apologize for any delay in getting *****'s book shipped to him. I checked the status and the files are in the queue with the printer and should ship via UPS in 5 business days. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I prefer to wait until I actually receive the books before I accept or reject the response. Four months have passed since they were supposed to be shipped. I hope I can revisit this site and update as necessary. Business Response /* (4000, 9, 2022/07/25) */ The books have been ordered and is in the queue with the printer. Again, we apologize for the delay, however the author did not get back to us with his approval in a timely manner. The author will receive his books soon. Consumer Response /* (4200, 11, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not know what the press means by "approval." No books have been received to approve. We sent the cover image to the press back in March, 2022. Their timeline indicates that, following the press's receipt of the cover image, in a few weeks the book will be printed and sent to author for approval. We never received that initial, printed book for approval, despite over four months having passed. Having waited four months without receiving the book is why I registered this complaint in the first place. After the draft book is approved, the press's timeline indicates, the final product is to be printed. Now, it appears, they are printing the final product, without having received author's approval because we never received the initial draft version to approve. It appears that the press has not only failed to follow its own timeline and procedures, but it is also now blaming the author for the lapse. Consumer Response /* (2000, 13, 2022/07/27) */ The books arrived in today's mail. I never had the chance to approve or disapprove the draft book, but so be it. If it isn't too late, I hereby accept the settlement of the claim. I need nothing further from Covenant Press. Heartbreakingly, the books were sent too late. The author of the book (my partner) has dementia and whereas three months ago, he would have read his own book with pleasure, he now shows no interest in it. But that's no longer Covenant's problem. It is mine.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩