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:01/09/2025

  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.

  Timeline for Senior pictures and communications: Vendor: Michelle Gorman Photography Payments: 8/28 $137.76 needed 50% to book photographers time 10/18 $148.78 remaining required before photo shoot Photo Shoot occurred on 10/19 I was told on 10/19 that it would take 4 weeks to see proofs. Communications: ************ Messenger: 11/17: Inquiring about proofs as pictures were taken 4 weeks ago, we had a deadline for Linn-Mar Senior pictures on 12/13 and I wanted pictures for family for Christmas 11/19: Inquiring about proofs as I had received no response 1/1: Reach out as to status and letting her know that if I did not hear from her by 1/5, I would take further action Via text to ************: 11/19: Inquiring on proofs 11/23: Inquiring on proofs as I had no response Response 11/23: Informed there would be a 6 week turn around due to their busy time, they were working hard on the proofs and she would let me know as soon as they are ready 12/6: Inquiring on getting at least one proof for senior picture deadline on 12/13 12/21: 9 weeks since photo shoot, wanted to see ******* proofs 1/1: Reach out as to status and letting her know that if I did not hear from her by 1/5, I would take further action Via email to ******************************** 1/1: Reach out as to status and letting her know that if I did not hear from her by 1/5, I would take further action I have heard nothing.

  Customer Answer

  Date: 01/09/2025

  This is her address as per her invoice:  

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  Please let me know if there is anything else you need.  Thank you for helping me!  

  Business Response

  Date: 01/20/2025

  Subject: Response to BBB Complaint ID: ********
  
  
  
  Dear BBB Representative,
  
  
  Thank you for bringing this matter to my attention. I am writing in response to the complaint submitted by ******** ********
  
  
  I take my clients concerns seriously and aim to deliver quality services while adhering to the agreed terms. I would like to address the concerns outlined in the complaint with the following points:
  1. Contract Terms:
  According to the signed session agreement, all deliverables are to be provided within 4 weeks of the photography session. Ms. ******** photo session occurred on October 19, 2024. Due to unforeseen delays in editing, I was unable to meet the 4-week timeline specified in the contract. However, I communicated with Ms. ******* regarding this matter and kept her informed.
  2. Delivery of Images:
  All images were delivered via electronic gallery on January 10, 2025. While this was outside the standard delivery timeline mentioned in the contract, I ensured that the images were completed to the quality expected and communicated this to Ms. ************** Dispute with Financial Institution:
  I must note that on January 11, 2025, the day after her gallery was delivered in full, Ms. ******* filed a claim with her financial institution disputing the payment for my services. This action occurred despite all services being fully rendered as outlined in the contract.
  4. Efforts to Address the Delay:
  The delay occurred due to an unexpectedly high volume of editing requests during the holiday season, which I communicated to Ms. ******** I understand her frustration and sincerely apologize for the delay.
  5. ************************** services have been completed, and Ms. ******* now has the images as per the contract. I am unable to offer a refund, as the deliverables have been provided in full.
  6. Non-Disparagement Clause:
  I would also like to remind Ms. ******* that the contract contains a non-disparagement clause. I respectfully request that any public discussions about this matter remain professional and fact-based.
  
  
  As the services have been rendered and delivered, I respectfully dispute any claim of incomplete work or refund requests. I am happy to provide additional documentation if needed.
  
  
  Attached Files:
  1. The signed contract between Michelle Gorman Photography and Ms. ********
  2. Evidence of image delivery (e.g., confirmation email, gallery link, or communication logs showing delivery).
  3. Timeline of communications with Ms. ********
  4. Record of the payment dispute with her financial institution.
  5. Any additional correspondence relevant to this case.
  
  
  Please let me know if further clarification is needed. I am committed to resolving this matter professionally and amicably.
  
  
  Sincerely,
  Michelle Gorman
  Michelle Gorman Photography
  ******************************************************************************************
  **************
  *****************************************
  
  

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22784231
  
  I am rejecting this response because:

  I was to receive 40 images.  That did not occur.

  The images provided were not in any way completed by what would be expected of a professional photographer, such as image editing and image centering.  

  I informed the photographer that I was taking further action with my last message and that I expected a response by that Sunday.  I did not receive any response.  So, I contacted my financial institution.  I finally heard from her days after that and only because I contacted my financial institution.  

  Her one message to me regarding not making the 4 week contract agreement, was that it would be 6 weeks, she didn't make that deadline either.  No communication after that.  

  I have not disparaged the photographer on social media, so I do not need to be reminded of such.  

  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/27/2025

  Dear ******** *******,
  
  
  Thank you for your continued engagement regarding this matter. I understand and appreciate the time you have taken to communicate your concerns.
  
  
  I would like to reiterate that the services provided were delivered in line with the agreement and included a comprehensive level of professional quality. While I understand your dissatisfaction with certain aspects of the images, it is important to note that creative services, such as photography, operate similarly to other industries such as hairstyling or custom tailoring where a subjective preference for the final product does not warrant a refund once the agreed-upon work has been completed and delivered.
  
  
  To address the specific points raised:
  1. Delivery of Services: All images were delivered electronically by January 10, 2025. Despite delays due to high demand and unforeseen circumstances during the holiday season, the images were completed to a professional standard.
  2. Non-Refundable Clause: As outlined in the agreement, refunds are not issued once services have been fully rendered and delivered, particularly in the absence of a breach of contractual obligations.
  3. Efforts to Resolve Concerns: I remain committed to providing excellent customer service and have addressed the delay in editing with an apology. However, the services have been fulfilled in accordance with our contract, leaving no grounds for further action.
  
  Thank you for your understanding, and I wish you the best in your future endeavors.
  
  
  Sincerely,