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:03/07/2024

  Type:Order 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 spoke with *******, which is ****'s wife on either 2/21 or 2/22 in reference to them assisting me with taking pictures for my wedding. She made an appointment with me and my fianc on 2/25/2024 to do a zoom call with her and her husband(Taun). We did the zoom call and they did a presentation, showing there packages. So I decided that I would look more at the two lowest packages, which were $2999 and $3249. They advised me that I would have to pay a deposit in order for them to take the date of my wedding off the board, so they would not double book. The deposit got paid, before they even gave me a contract to review, or sign. So when they sent me the email with the two packages I was interested in, I choose both packages, because the site was very confusing. ******* called me and asked me what package I wanted because I choose both of them. I asked her what was the difference between the two packages, which she explained, and I told her that I would go with the $3249 package. At that point, she advised that she will send out the contract to me. Mind you, she called me on Tuesday 2/27/2024, one day before my birthday and this is when she had this conversation with me.She then sent a text on Saturday the 2nd of March saying "Welcome to the ** Experience". On this date, I still didn't get the contract by this time either. So on Monday March4th, I sent them a text asking if they sent the contract because I still haven't received anything. On that same day at 5:00 pm, I got a text from ****** saying that ******* and **** would give me a call.At 6:26pm, ****** texted me again asking me what package I wanted and did I want the $2999 package, or the 1/2 day split package for an xtra $500.00. ******* called me 30 mins later saying that the package I choose is no longer an option because they sent me the wrong price. They are not willing to honor there mistake. I also have a recording that they left on my vm discussing that they are changing the price I choose.

  Business Response

  Date: 03/28/2024

  To whom it may concern,
  
  
  I am writing in response to the recent complaint filed against Taun Henderson Photography. We take all customer feedback seriously and appreciate the opportunity to address this matter.
  
  Firstly, I would like to clarify the sequence of events. Following initial discussions with the client, we conducted a Zoom presentation of our photography packages, during which the client expressed interest in the $2999 package. Subsequently, we sent an email containing the package details and payment options. However, upon further review, it became apparent that there was confusion regarding the selected package.
  
  After sending the email, we followed up with a phone call to express our gratitude and address any queries. During this conversation, it came to our attention that the client had inadvertently chosen two packages, leading to a discrepancy in the pricing. Upon clarification, the client affirmed her preference for the $3249 option.
  
  Regrettably, an error occurred in the pricing of the second option, which should have been quoted at $3500. We promptly notified the client of this mistake and offered to honor the original $2999 package, along with complimentary additions valued at $1000, as a gesture of goodwill.
  
  Despite reaching a mutually agreeable resolution over the phone, the client chose not to proceed with signing the contract and instead requested a refund of her deposit. We promptly refunded the deposit as requested, thereby concluding our interaction with the client.
  
  We pride ourselves on maintaining transparent communication and providing exceptional service to all our clients. While we regret any inconvenience caused, we remain committed to upholding the highest standards of professionalism and integrity in our business practices.
  
  Should you require any further information or clarification, please do not hesitate to contact us.
  
  
  Sincerely,
  
  
  ******* Henderson
  Taun Henderson Photography