Complaints

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• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  Payment of $3,035.60 on 2/5/25. I was assured I would have a mountain backdrop for all of the "professional" photos of my dog and me. Instead they all have dead branches as the backdrop and way too much muddy ground showing which draws away from my dog and me. All of the photos are extremely overexposed and poor quality that looks like they were taken on an iPhone. Company is refusing to provide any refund or even a 20 min reshoot. ** ignored my VM in early February asking for a call to discuss how unhappy I was with the photo results. He never called me back and has doubled down when I asked for a makeup session. He mailed me printed canvases when he knew I had left a VM asking him not to mail them out until we spoke. I was completely scammed out of my money and he continues to refuse accountability. He is making very unprofessional claims stating since HE is personally happy with the photos he does not care that his paying ******** is completely dissatisfied with the work. He says he believes the moment was captured as intended even though I told him they came out nothing like I was requesting. I showed another professional photographer who said every photo is overexposed and washed out and said I have been scammed. I paid thousands for this and he is unwilling to take any responsibility to make up for not completing the photoshoot as planned. He also sent an employee in his place to the photoshoot without notifying me who made multiple completely empty promises about the photoshop and editing process. I was assured muddy shoes, messy hair and my dog's collar would all be photoshopped and ** is now refusing this and stating I must pay him even more money for any further editing. I know I can't be the first ******** to be completely robbed of their money by **. He is an extremely unethical business owner who needs to refund me. This has impacted my mental and emotional health and he clearly couldn't care less when I told him that.

  Business Response

  Date: 04/03/2025

  We appreciate the opportunity to address this complaint. Our team has upheld all contractual obligations and delivered the services as agreed. The final images were professionally edited and delivered in the same style and quality that was initially reviewed and approved before purchase. Photography is subjective, but the images meet professional standards and align with what was presented to the client prior to ordering. The client was fully informed of our process, including the natural backdrop conditions, editing policies, and that an associate *************************** may be present. We also offered to review specific concerns and address minor edits within our standard policies.

  Regarding the request for a refund or reshoot, our signed contract clearly states that all sales are final once editing and ordering begins. The client selects and approves their images for purchase. Since the images provided match what was reviewed and chosen and we have already delivered the final product and have edited the images, we are unable to offer a reshoot or refund.

  Additionally, the client expressed concerns about a second *************************** being present at the session. However, our contract explicitly allows for a second ***************************, and this does not constitute a breach of agreement. The session was conducted professionally and in accordance with the agreed terms.

  In terms of editing, our process was clearly communicated from the start. Any additional retouching beyond the standard edits included in the package is subject to an additional fee, as is standard in professional photography services. The client was made aware of this policy, and it remains consistent for all clients.

  While we regret that the client is dissatisfied, we have fulfilled all obligations and provided the agreed-upon service.