Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:26/11/2023

  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.

  Windsor Creative was hired to do a package consisting of multiple things. They did not complete the exterior shots and also the interior video that was created was online but no longer available to us (error). Owner vanished and did not complete work but took full payment. No response via email, phone, text, social media. They might be out of business but do show as active online. Unsure of what to really do

  Business Response

  Date: 14/12/2023

  Hi, we worked with ************************* on January *****, 2021. She ordered our luxury real estate photography package. It included magazine photos, video, drone, and Matterport (virtual tour) of her rental property. We shot and provided all the mentioned services.The Matterport is hosted on a third-party platform (Matterport). It was explained to her that this hosting was good for 1 calendar year, and then she had the option to either host the Matterport files herself or to pay us to renew the hosting for another year. 

  After delivering the services, she called and asked for some additional drone work that was out of scope. In addition, she was also upset at how her exterior photos looked because we shot them in January, and it was winter. We offered to come back out and reshoot them in the spring and reshoot the drone, even though it was out of scope (we would typically charge to come out for a reshoot), but she told us she didn't want it because she had (allegedly) hired someone else to do it instead. 

  She then asked for her money back, even though we had delivered all the services as requested. We said we would not provide a refund. We could come out and redo the exterior and drone work as requested, but we couldn't issue her a refund because the work was done and delivered according to the original scope. After this incident, every few months, she would call us back requesting a refund. To this day, she is still using our photos.
  
  After 1 year, her Matterport hosting expired, as we told her it would. We offered to transfer the digital files to her own hosting or to continue hosting the virtual tour for a fee. We have to pay Matterport to host files for these tours, it's not something we make money on. She did not want to pay for her own hosting, nor did she want to pay for us to host the tour, so the tour was removed from the account (as she was told it would be after the year).
  
  Over the course of the 2 years since we worked with her, she has called us on a regular basis to ask for her money back. It finally got to the point where we had to stop taking her calls. Now, 2 years later, out of the blue, she leaves us a 1-star ****** review and complains to the BBB for work she received, as quoted,2-years ago and continues to use for promotional purposes. 
  
  Unfortunately, because this took place over phone calls, we do not have any paper trail via emails, and this has become a he-said-she-said matter. 
  
  We have worked with hundreds of real estate agents, hotels, Airbnb, and businesses over the course of almost 10 years, and this is the only complaint we have ever received. We tired to resolve this, but short of her receiving a refund for a product she is still using, she will not be happy. 

  Again, I just want to reiterate that she wants her money back for something that she is still using 2-years later for promotional purposes. Our photos are still on her website, and she had someone recut the video, but its the same footage we shot for her. So, shes not happy enough that she wants a refund but happy enough to continue using the photos.
  
  Thank you for your time,please feel free to reach out at ************ for more information.

  *******************
  
  PS. Sorry for the late reply,this went to our office, which is not our mailing address, so we only received it today. 

  Business Response

  Date: 14/12/2023

  I just wanted to add that our terms of service regarding Matterport are listed on both of our websites and linked on all of our invoices, including the invoice that ****** received. 

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

  ********************************************************;

  Thank you!

  ***********;