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Business Profile

Portrait Photographers

Root Studios-Ottawa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Portrait Photographers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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 type

  • Initial Complaint

    Date:09/26/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    My child got their photo taken for school and the one and ONLY photo of my child, he wasn't smiling or even looking at the camera. I contacted the company via email, as this is the only contact given from the website, and received no response. I contacted the school and was told that more than one photo WAS taken, as these are preschool aged children, and he did in fact have a smiling photo. They gave me a phone number to contact and when I called to have one of his smiling photos printed instead, they told me that every student was snapped one photo, regardless of if it was acceptable or not. I was told that the teacher lied and there was nothing they were going to do.. I could wait a month to have it retaken and hope that one is better. Absolutely unacceptable business practice! I know from past experiences more than one proof is taken to make sure a good photo is printed and yet they didn't even try to find the other proofs or care to contact the photographer to check. Picture Day was 09/14/2023, $52.00 - ******************* ****************** ****** ***** #*******, Transaction #**********.

    Business Response

    Date: 10/11/2023

    I do want to apologize for this. I agree: this picture is not acceptable. We always do our best to create great portraits for all our customers, but in this case, we clearly did not do so. And ******************* Elementary participates in our PrePay portrait program, where customers typically pay for portraits before picture day. There is no proofing process for this program and thus we only take one image of each student. If multiple images are taken at the camera, only one is saved to the record. If we did take multiple images of your student, we clearly saved the one we shouldn't have. We will issue a full refund today, but I encourage you to send your student to retakes so we can provide ************** for your school's yearbook. There is no charge for retakes and we will provide you with a complimentary portrait package. I'm very sorry we didn't do a better job for you on original picture day; I'm confident we'll do better on retake day. Retakes for ******************* Elementary are on October 19th. Sincerely,

    *************************

    Vice President of Operations/Owner

    HR Imaging

    Customer Answer

    Date: 10/15/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************************

Root Studios-Ottawa is NOT a BBB Accredited Business.

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