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:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I purchased a video package June 24, 2022 for the production of 7 small animated videos. There was a discrepency regarding the amount of time each would be as well as who provided the voice overs as they stated in their ad that voiceovers were included but then I was told that I would have to provide it. Several emails, texts and calls regarading the issues **** without replies and eventually I posted a bad review online. Only then did I get a reply from ***********************. He said he would work with me but that I would need to remove the review, which I did. By that time, it was late in the year and because the videos needed to be done for Christmas, I told him I would get in touch the next year. I began calling *********************** and even sent my own voice over which he acknowledged receipt of May 4, 2023. I let two months go by and began calling, leaving messages which he would not respond to and he even blocked my calls. I emailed him and told him I would be filing a complaint with the BBB as well as file in small claims court.

  Business Response

  Date: 07/31/2023

  Hi, 
  
  The client hired us to do the videos, which we started, completed the script, storyboard part, when it came to animation part, she wanted us to do pornographic stuff, which we straight away apologized that we can not as it is against our terms neither it was a part of our agreement when the client signed up for it.
  
  However, client came up with a different script of the song then, and we designed a new storyboard which se approved and then we asked us to provide us the recording of the song so we can upload it to the storyboard. To which she did not provide us the recording of her song and instead wanted us to sing that song for her, which was again not a part of the agreement and we tried to make it clear several times to her, she then disappeared all of sudden and came back after months and reported this to BBB, and have written negative reviews all over the internet about the company, Instead of realizing her mistakes and the amount of work we have done and delivered even after she changing her mind time and time again, and wanting us to do a pornographic video which no one else was doing for her, she kept forcing us and we apologized.
  
  Then she came up with a new idea, which we completed already and we were waiting on her to provide us the song's recording which she have not done.
  
  We at this point simply request her to remove all the negative reviews that she has written and realize her mistakes before we take this matter legally against her.
  
  I hope BBB understands the matter clearly at this point and conveys it to the client and make her realize her mistake! 
  
  Thanks
  

  Customer Answer

  Date: 10/02/2023

  Good morning:  This matter has not been resolved.  I didn't see the respondent's reply of 7.31.2023 until 9.14.2023 when *************************** sent it on to me.  Their response was full of incorrect information and lies.  One being that he stated that I did not send him a voiceover.  I did just that and he replied that he received it May 4, 2023.  I did NOT ASK THEM TO DO ANYTHING PORNOGRAPHIC.  I would appreciate someone getting in touch with me.  

   

  Again, they have my money and I have no video.  My next step will be Small Claims Court.

   

  Thank you,

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  First week, April 2022. Cruise Animation and I agreed to a price and work to be done for whiteboard animation. Cruise Animation had me revise my work three times to make it work. Now it is the end of April, I acknowledged to Cruise Animation that it was not going to work. My work included thousands of words. Cruise Animation did not inform me that only *** would work. ******** is the person who stated that they (Cruise Animation) cannot give my money back. I asked if they could apply to one their website deals. He said he could switch over, but I would not qualify for any of their offered deals it would be full price.
  
  I did not want to lose my money, so accepted what I could. **** stated 1-2 months to finish the website. I gave them a link to one of my ******* websites to observe and duplicate. Four months have passed, and Cruise Animation finally completed the home/first page. **** states they cannot complete the site without "hosting" and gave me their price quotes. I questioned as to why the added and needed expense was not brought up when discussing websites. No answer.
  I have Mutiple web sites and offered ****/Cruise Animation to use one of my sites if needed. My server is capable of hosting multiple sites. **** stated yes and that I need to give him "delegate access" to my websites. I had sent a name and email request 8/12/2022 for **** to fill out for ********* forms to give them delegate access. I have not heard from ****/Cruise Animation. I had sent a couple of texts as well as leaving phone messages. I have records of all email, text, & phone calls.
  8/15/2022 I was visiting Cruise Animation white board animation site.
  During visit salesperson texted for information. I did not let them know who I was. I did state that when my website was done, I would talk more. Salespersons response was "Website has nothing to do with this video" I texted back, "It does if you're the one making it. Response I received, "If we make it then we can break it"

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 19, 2022/09/27) */
  Hi,
  
  So **** paid us initially to do a video, which he then changed his mind during the process and wished to continue with a website and use the funds paid towards the video on building a website, he then signed up for the Website package by paying the difference amount. We designed the website, **** approved the Website design on 2nd of August, 2022 and asked us to proceed with the development, which we did and the development is also completed. We asked **** for a hosting server to use, which is supplied by the client (including domain and hosting), which **** did not have at that point, we quoted him the package for the hosting on which **** told us he will check with GoDaddy and get back to us if he already have a server. We have been following up with him for weeks then, I can attach all the screenshots in the email if you like, Furthermore we even offered **** a 3 month free hosting server from our end so we can complete the process and end this on a good note. However, **** just kept refusing to continue for no genuine reason as all the work from our end is delivered and approved and can be shared with proofs.
  
  With that being said, we still will like to resolve it mutually and professionally, for that we (Animation Cruise) are willing to offer a 1 Year Free Hosting Server to **** and complete the website and deliver it in a timely manner. If **** has its own server we can use that too.
  
  Looking forward to hearing back from you and resolving this.
  
  Best Regards,
  Support Team
  Animation Cruise
  
  
  Consumer Response /* (3000, 21, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is one of the responses I replied to. Animation absolutely refuses any refund.
  
  Sent to Animation 9/27/22.
  ****,
  You can look at the texts as well as emails when you review the timeline of events.
  
  I asked to have my website duplicated. Your work does not nearly reflect what I requested when you compare. I did not expect perfection but because of the first page taking so long I had finally agreed with what you had produced just so we could move forward.
  I seemed to of had no choice, four months had passed, and your team could not duplicate the first page. How much longer would it have taken? That is just the first page!
  
  When I asked you/your crew to start designing the next page, I was then required to provide hosting for you to continue building the website. When I had immediately provided hosting so you could resume building the site, my phone calls, texts, and emails went ignored until I reached out for help from an outside source.
  
  The combination of the extraordinary amount of time involved, a questionable product, and ceased communication has been too much for me. What is more disturbing and another reason for my decision is that on Aug 15 while waiting to hear from "anyone", I had actually contemplated having your company do more work for me. I had been negotiating with your sales team about future work trying to get quotes on multiple (3-6) 15 and 30 video second ads priced in a bundle.
  
  Your sales team had been, to say the least, "demanding". Your sales team demanding immediate investment is how I managed to sign on in the first place. The threats Aug 15 made me feel very uncomfortable and had only compounded things. I am sending a pic showing the end our conversation on Aug 15.
  I do have pictures of that entire conversation. I have pics of all our conversations since April 6 when we first met.
  
  Sorry, I had moved on.
  ****
  
  Since Animation is reluctant to pay any kind of refund, I will continue negotiations requesting other work that hopefully they can produce. Nearly all the information you received from Animation is not true and can actually be proven so.