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Business Profile

Wedding Photographers

Peter Thompson Photography, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wedding Photographers.

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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/03/2024

    Type:Product Issues
    Status:
    Answered
    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.
    We are seeking your assistance regarding an issue with an unauthorized annual renewal charge of $29.99 for our wedding photo gallery subscription. Despite canceling the subscription via PayPal prior to the renewal date and providing documentation of this cancellation, *********** from PhotoHawaii has refused to issue a refund. His response has also been unhelpful and discourteous.We respectfully request your mediation to resolve this matter. Specifically, we are seeking a refund of the $29.99 and confirmation that the subscription will not be renewed in the future.

    Business Response

    Date: 07/15/2024

    In this situation, the client signed up for a subscription that automatically renews after 1 year unless the client cancels prior to the renewal date.  Notice of renewal was sent to client about upcoming renewal due date and process for cancellation if client did not want to renew.  According to the processing systems, the client failed to cancel the renewal within appropriate time before charges to account were applied.  Client then filed transaction dispute prior to any contact with business and asking for help with cancellation or asking for a refund.  Dispute with credit card company locks up funds until dispute is investigated and completed so no potential refund can be given until dispute is completed via credit card company.  If dispute is in favor of the client, their refund will be given to them via their credit card company.  Client claims they had proof of cancellation prior to the renewal of service, however, all documents provided by client so far are not time stamped showing that they were within time frame of cancellation.  Additionally, client accessed content from renewal on multiple occasions (time stamped and screen shot provided below) and on 3 separate occasions after renewal was completed, the client downloaded 400 files associated with subscription services 3 separate times. 

    TImeline:

    2024.06.25 - Renewal Due Date Notification Sent

    2024.06.27 - Renewal Subscription Charged / Completed

    2024.06.27 - Client accessed Subscription 3 times

    2024.06.28 - Client accessed Subscription 5 times - Client downloaded 400 files on 3 separate occasions

    2024.07.02 - Client files dispute for Renewal Subscription - locking up funds

    2024.07.03 - Client accessed Subscription 4 times

    2024.07.03 - Client reaching out to business and asking for refund

    Client was told via email that since they had already filed a dispute, that there is nothing to resolve from our business side since the funds are locked up within the credit card company's dispute process. That process and investigation needs to complete from the credit card company and any refund would be given to them via the credit card company's decision of if is a valid charge or not from their provided proof.  If proof is sufficient and accurate, then the credit card company will release the funds and ***** the refund. 

Peter Thompson Photography, Inc. is NOT a BBB Accredited Business.

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