Complaints

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• Initial Complaint

  Date:10/20/2023

  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.

  On 07/2723 I contracted photography and video services through Pink Events (*************************) and paid $750 deposit on Venmo. The total on contract is $1500.00.Unfortunately, the service and quality of product was not done well. The problem was the photos had eyeglass glare on my dads eyes. You cant see his eyes. The purpose of the 1 hour shoot on September 13, 2023 was to capture a photo and other photos. I could use to enlarge for the event hall entrance on the day of my parents 50th anniversary. I reached out to ******** from Pink Events on 10/19/23 to try to resolve this issue and asked for reshoot. She stated she was too busy to reschedule. In her words (I do not have the availability for a reshoot hun.) I then again advised her that the photos she sent me were not usable and asked her what she could do for customer service. She did not give me any type of resolution for this issue. I then asked if she could Photoshop the glare out of the eye glasses and she stated as follows (I do natural photography). I then told her she shouldve asked my dad to remove his glasses as eye glasses can cause glare in photos. She then stated that she was not able to ask my dad to do that since some people are self- conscious about eye ware so she refrains from requesting them off. She never bothered to ask my dad to take them off while shooting photos. He would not have had a problem with it. I also let her know why she didnt try to angle the camera to where there was no glare on eye glasses. I asked for a refund and advised I was not going to pay anything more on this contract as she was not able to resolve the issue. She was not willing to give me any resolution so thats why I asked for a refund back. ************************* stated they dont give refunds. This is why I have created this letter of complaint. To resolve this issue I would like a refund back and have this contract dissolved as I am not happy with product and customer service given by ************************* at Pink Events.

  Business Response

  Date: 10/22/2023

  On the 13th of September you were provided with 1 hour of photos. On the 18th of September your mother who you designated by you as the approval for the hour photo session on Sept 13th via text messages, (see attached). Your mother came into my office and reviewed all the photos that you received. I do not provide ********* services as they will cause more charges, and this is why my rates are so low. It was already explained to you I provide natural photography. It's not my responsibility to tell guests what to wear and/or what to remove in a photoshoot. We even confirmed with you about your mom making the photo selections at our office as attached in the text messages and you were fine with the selection at the time. While I understand you are upset with the end result you should have been the individual to come in and approve these pictures if this was the concern. As the contract that you have attached states, we do not provide refunds, furthermore the photos are already in your possession, and it would be impossible to refund as you can make copies. 

  Customer Answer

  Date: 10/22/2023

  Complaint: 20757198
  
  I am rejecting this response because:
  
  The photos are not usable as I explained to you multiple times. I was communicating to you as client should. Open communication and trust is very important when youre working with someone who is going to get paid for their services. I will not be using the photos that you sent us. I will not be making copies of what you sent me because they are not usable. You also took a while to submit the photos to me. The photo shoot was on September 13th.  You were supposed to always send me the photos because I did ask you multiple times. I had to send you a reminder again On September 29th and you still delayed the process as you stated you were now out of office. I then sent you another text on October 8th reminding you again to submit photos to me so I can review them. You finally submitted to me October 9th. I let you know I would look them over.  On October 10th I did ask you to submit me all the photos on zip file because I couldnt use the ones that were sent because of the glare on my dads eye glasses. I never designated my mother,you asked them to go in and look at the photos on your own. I figured that was part of your service. I never asked you to meet with my parents you asked them to go in and look at photos not pick final product. I found out from my mom you were meeting. I didnt even know about that until she said something to me. The reason you asked them is because you knew I live in *******, so I couldnt go drive into your office. This is the reason I kept asking you for the photos through email and text messages because I am out of town, which your knew already.  I never said I was fine with the selections made. I made it very clear the photos had glare on eyeglasses once I was able to review them. I did state in one of the text messages on September 15th that it was good you were meeting but I stated So I just wanted to let you know to please send me the digital photos to me and I will share with my parents. Once you guys meet then just send me the digital info. You did not send to me on that day.  This message means that I will go over with them on photos once I also am able to look at them since I am out of state and I am the paying customer.  When I asked you to fix the issue you refused to do a reshoot and said you couldnt fix in Photoshop because you do natural photography. That was the first time you ever told me you did Natural photography. My point here is that you dont really care what quality of photos you gave me, even when I brought it to your attention. So now you want to keep $750 for that hour of service that did not produce quality photos. This contract needs to be terminated and refund is needed as I didnt get what I paid for. The responsibility of a photographer is to produce quality photos. There are ways for photographers to take photos without glare and also ask people to take off glasses as my dad would never have had a problem with it. He would of taken them off. Giving people photos where you cant see the persons eyes because of glare is not acceptable.

  Complaint: 20757198
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************