Complaints

This profile includes complaints for Petit Four Films LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petit Four Films LLC

  175 Jackson Ave Naperville, IL 60540

• 

  Petit Four Films LLC

  12355 Falcon Drive Plainfield, IL 60585

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:08/15/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  We contracted with Petit Four Films to provide videography services for our wedding day, August 6, 2022. Their scope of services included 10 hours of coverage by two videographers, four cameras (two manned and two unmanned), as well as drone coverage. On the wedding day, only one videographer arrived and she only had one camera. We staggered the start times of ***************** so that one would cover the earlier events, dual coverage during the middle of the day (i.e. ceremony and reception), and one would stay late for the later events. However, since the second videographer never showed up, the first videographer demanded we pay her directly an extra amount to stay and cover the full event. Since our wedding we have attempted to contact Petit Four Films numerous times to no avail. Today, I submitted a negative review on The Knot which prompted a response however, based on the conversation, I have little confidence they will actually follow through with an equitable resolution.

  Business Response

  Date: 08/31/2022

  I am so sorry to hear this and the videographer went completely against policy. Please connect with your local office and we would be happy to help.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17719289
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/04/2022

  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.

  Dec 11, 2021- after a few introductory phone calls to ensure that Petit Four Films would be able to accommodate our preferences for videography for our wedding day, we signed a contract and paid for all services in full totaling $1,549.April 16, 2022- although the weeks leading up to our wedding were very stressful because Petit was not able to confirm our videography team who would be shooting our wedding, we were finally introduced to 2 videographers who would fulfill different parts of the contract.One videographer was hired specifically to set up a live stream for our family members who's health prevented them from traveling to be with us. Unfortunately, he failed to properly set up the audio feed so our guests joining us over zoom could see everything but had no sound at all.It has now been 110 days since our wedding and we've waited patiently for our wedding films. In our contract it states "Receive your films 90 days from when you turn in your Editor's list or they're free". Our Editor's list was submitted on April 3, 2022. Since the 90 day **** we've made multiple attempts to contact Petit, and we only receive automated responses stating that they will "forward this to the department that will be handling it?". To date we've received none of the deliverables listed in our contract- the live stream coverage was in complete with no audio, we've received no edited footage in the form of a social media teaser, or 7 minute highlight film, and we haven't even received the raw footage that we were promised in our contract so that we can pursue editing with another business.At this point, we would like to simply receive the raw footage and a refund for the rest of the deliverables.

  Business Response

  Date: 08/10/2022

  We have no indication that this is a ******* wedding. I am sorry to hear that you are having these issues.  Our company has many divisions both local and national.  Please circle back to your local division to see if they can help.  I did notify the ***************** to see if they can route the message in the correct direction. I do apologize for any inconvenience on this end.

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17669175
  
  I am rejecting this response because I was never introduced to a local division of your company. When I submitted our initial inquiry, our first phone call was with ***************************, who specified that her "home team" is based in the ******* area and that your business model is to run the operations in that area and contract local videographers for out of state weddings.  Our subsequent communication, during the planning for our wedding day, was sent from an email that I assume is designated for the "national division" of your company- ******************************  On July 26th I received one response from Kaz at that email address stating that my message inquiring about the status of our wedding films was received.  But even after sending more than 10 follow-up messages, I have not received a response since July 26th.  I've also tried emailing *******************, who has reached out to us regarding special offers and who appears in all of your ******* promotional videos, at the email address ******************************, each time with no response. 

  Please provide a name, phone number, and email address for for this "local" division who can assist us.  It has now been 120 days since our wedding and our films were guaranteed in our contract to be delivered in "90 days or they're free".  We would like someone to process our refund.

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

  Business Response

  Date: 08/23/2022

  Unfortunately this is the incorrect market.  Please circle back to your local market for assistance.  I do apologize for any inconvenience on this end.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17669175
  
  I am rejecting this response because:

  As stated in my previous response submitted through the BBB on August 13, 2022-  I was never introduced to a local division of your company. When I submitted our initial inquiry, our first phone call was with ***************************, who specified that her "home team" is based in the ******* area and that your business model is to run the operations in that area and contract local videographers for out of state weddings.  Our subsequent communication, during the planning for our wedding day, was sent from an email that I assume is designated for the "national division" of your company- ******************************  On July 26th I received one response from Kaz at that email address stating that my message inquiring about the status of our wedding films was received.  But even after sending more than 10 follow-up messages, I have not received a response since July 26th.  I've also tried emailing *******************, who has reached out to us regarding special offers and who appears in all of your ******* promotional videos, at the email address ******************************, each time with no response. 

  I still am requesting a name, phone number, and email address for for this "local" division who can assist us.  It has now been 130 days since our wedding and our films were guaranteed in our contract to be delivered in "90 days or they're free".  We would like someone to process our refund.
  
  Sincerely,
  
  ***********************

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

• Initial Complaint

  Date:07/27/2022

  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.

  I don't leave reviews very often, but I feel compelled to warn people about Petit Four's "refund" policy. They say directly on their website that you can "cancel anytime with 100% refund" and when we contacted them to cancel, we were told it would take 90 days to process. We continued to follow up with them over 5 MONTHS and kept hearing that they would "remind the refund department." Finally, we opened a support ticket on their site saying that we had waited well beyond 90 days and would be disputing the charges with our credit card company if no immediate remedy was given. Petit Four *never responded* to this ticket, and a month has passed since then. Needless to say, we have filed disputes with our credit card company for each of the monthly charges from Petit Four. This has been an extremely slow and frustrating process caused entirely by the fact that Petit Four is LYING about offering refunds. Instead, they just draw out the process forever and hope you simply forget or are too lazy to get your money back. It's a sleazy tactic, and I hope this review steers people away from Petit Four enough for them to realize they need to change their ways.

  Business Response

  Date: 08/02/2022

  To Whom It May ************************************** color="#******">
  

  Please Remove Complaint ID: ********
  

  
  

  This is not a client of ours, they do not reside in the ******* / Chicagoland area and we have no idea who this is.

  
  

  Please remove.

  Customer Answer

  Date: 08/02/2022

  Hello,
  
  Please find attached a screenshot of an invoice from Petit Four Films which shows that we had completed multiple monthly payments to this vendor, and it also includes their business address at the bottom of the page:
  
  12355 *********************************************************
  
  Thanks for your help,
  ***************************

  Business Response

  Date: 08/10/2022

  Unfortunately that is not the address of our office. We are a local office who works with ******* clients.  With that said there are no issues processing refunds.  I would check back with your local or national office and have them re-run it if it didn't take the first time.  You can also work through your credit card company.  I will connect with the national office and let them know you reached out.  They will route your complaint to the correct contact.  I do apologize for any inconvenience on this end.