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:04/02/2023

  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 started this process in January 2020. I requested Blu-ray copies from the 8mm to digital format. I had to contact them every couple of months as there was no communication from them. I called every two months to see the progress. I told them all along, my father-in-law was 93, and my mother was 92, and I wanted these completed so they could see the final product. I never received word from Moving Memories. I would call every couple of months to see the progress. I called at the end of December 2022, and again and asked of the progress. I was told they were busy with the end of year rush and they would complete them the next week. In February 2023, I did receive the flash drives and DVDs that I had requested. I want to let you know, I received then the week my father-in-law passed away. He never got to see the final product. I am pleased that Moving Memories completed my request and provided the final product. However, this process has taken over three years to put the 8mm into a digital product. I had to call them every few months to see where my product was. As I said, this started in January 2020. I wanted to get the 8mm film onto a digital format for the family to view. In June 2022, they produced the desired product in a blu-ray format. But when I received the blu-ray discs, I could not play them. Blu-rays should be playable in different players. However, I found the blu-ray disc would not play in my PS3, PS4, or XBox. They said oh, sorry we discovered our blu-rays will not play in those players. I told them in June 2022, I wanted them put on flash drive and DVD. I had to call every couple of months to see the progress. I told them my mother was 92, and my father-in-law was 93, and I wanted them to see the videos before they died. In December 2022, Due to the incompetence of Moving Memories! I will NEVER recommend them to any one. I paid them close to two thousand dollars, and feel they deceived me in their product.

  Business Response

  Date: 04/20/2023

  We are very sorry to hear about the passing of anyones father-in-law. I lost my Father and mother in law as well within the last year and it has been difficult and tragic. At our company, we strive to negotiate delivery dates with our clients with such circumstances and most of our clients are more than willing to help us negotiate their delivery estimates to make room for someone in more urgent need, which is why I find this complaint so upsetting. This client misrepresented the facts concerning their project and has waged a classless personal attack on my staff with confusing messages that start with I am pleased you completed my project. Yet end with I hope you rot in h*** for the service you provided me and my family!  
  
  The client tried successfully to represent his father-in-law as never having seen the project but this is not the case. I felt horrible and called this client within minutes of their complaint on our website and offered him apologies and a refund. He rejected my offer for a refund. He mentioned that he had some photo albums that he may want to get done though.  Upon further research of this history of this project for this response, I discovered that my staff went above and beyond to help the client with his order. I stand by my staffs competency and intentions. His final product was delivered long ago and our notes suggest that his father-in-law actually completed a voiceover for the films as originally planned. The final product was verified as complete and functional and still is. I learned that my staff provided ample additional un-billed hours to help this client and all requests were fulfilled including visiting their home. I have records that  indicate my staff spoke with the client and explained that if we were to provide more formats and copies at no additional charge to save the client the purchase of new or used disc player ($10-$30), he would have to wait for us to finish other pending orders first.  I regret that we could not deliver the free extra product in a timely manner, although I found no record of an attempt to convey an abnormal sense of urgency over the delivery or any visits to our store. Although my staff did take too long to deliver their final request, they dont deserve to be sent hateful messages and personal attacks. I hope that this clients grief is diminished as time moves on. I know that the client and generations to come, will find comfort in the memories we carefully restored for them along with the sounds of a loved ones voice. I know I find solace in mine.