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:05/11/2023

  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.

  I have submitted our priceless family memorabilia to ************************* in February 2023 in my home, of 5 (five) reels 16 mm. black/withe and color films as well as 2 (two) super 8 mm. color films to be digitally transferred. He promised pristine frame by frame removal of any and all scratches, lines and impurities, color enhancements etc. After significant delay, the initial deposit of $ 500 was return to me. Then a meeting was scheduled on 11 April 2023 at a coffee shop in downtown ********. A box with all original source films were given to me + flash drive with the "new" transfer. On a small laptop screen a demo was demonstrated. I immediately detected lack of sound, fading colors and jump cuts (hick-ups). There I paid $1,424.00 with ***************** ************* agree to take the source film and fix the problems. On 19 April 2023 I have received an e-mail with link towards the "fixed" transfer. Now, sound is completely out of sync, out of lip sync no tracks were ever cleaned. After such a nightmarish odyssey I want all of my films back and full refund. ***************************

  

  Business Response

  Date: 06/12/2023

  My name is ********************* and I personally met with ****************** multiple times. Unfortunately, ********************** claims are not accurate or realistic. We did promise him a frame-by-frame 2K film transfer. and we did deliver that. We did not make a promise of a pristine, scratch-free delivery. ************* such as ******** in ******, ***** or Legend 3D in *******, ****** do what ****************** wants at a cost of $30 per frame, or a total of about $75,000 for his order. He paid us less than $1500.

  We upgraded his project, upsampled it to 4K, ran it through Artificial Intelligence restoration software and personally delivered it to him in *******************. We did all of this at no extra charge. He received service far above and beyond industry standards and because he has a film degree, I am confident that he knows it.

  The two films that he claims have sound syncing issues do have minor problems, primarily created by poor camera work done by his friend. Again, ****************** knows this. I know it because ****************** told me about the problem with his friend operating the camera. We have fixed it to the best of our ability and further work needs to be done when he begins production on his documentary.

  We are a film digitizing lab that performs advanced consumer-level restoration. We do not sell ourselves as more and since I met personally with ******************, I know what he was promised.

  Before writing to the Better Business Bureau, of which we are a member with an A rating, ****************** had already attempted the same with ***************** who refused his request for a refund as we provided full evidence of the contract and completion.

  Because we are committed to fairness and want to approach all relationships with an open mind, we have invited ****************** to participate in the Better Business Bureau's mediation process in our attempt to see what we might be missing and to make sure that ****************** is satisfied.