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Business Profile

Videographers

UP & UP Wedding

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/19/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Amount Paid: $4700 Product: Premiere Package including 7 minute wedding film, premium color grading, ceremony film, toasts film, and raw footage 6/7/24-initial call with ****** 6/11/24-video call with ******. Offered to swap toasts film for formal dances as we would not have toasts. Informed us we would receive products less than three months after wedding 6/12/24-received an email offer of a Guest Book Film ($400 value) if we book our date and pay a $1,000 deposit by the end of the week so we did so.This was the last time I heard from Up&Up until the week before my wedding outside of automated emails. A certificate of insurance (COI) is required of wedding vendors to work at a wedding venue. I emailed for the *** on 12/1 & 12/10. On 12/16, I was told the *** would be sent. I emailed again on 12/17, 12/19, 1/2, & 1/6. On 1/7, Up&Up sent an incomplete COI. After much effort, a complete COI was received on 1/14, five days before my ******************************* after it was due. I was also informed that ******, the only employee we had spoken with, was no longer at the company. After the wedding, I emailed on 1/21, 1/24, 2/7, 3/23, 4/11, & 6/14 to confirm expected delivery with no response. On 3/4, **** sent me a raw footage download link. Much of the footage could not be downloaded due to errors in file names. On 6/19, five months after our wedding, my husband received an email with a wedding film and an Instagram Edit. The email was not sent to me due to a typo in my email address. There were no ceremony, dances, or guestbook films. There is a marked lack of quality between our video and the portfolio advertised. The color grading is extremely poor quality. Many clips are grainy. Given my previous attempts of resolving issues have gone without response, I am seeking assistance to rectify this behavior. To resolve this complaint, I am requesting Up & Up Weddings refund $4,700 given the lack of deliverables, lack of response, and lack of professionalism experienced.

UP & UP Wedding is NOT a BBB Accredited Business.

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