Complaints

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

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  ScanCafe

  8766 E 96th St Fishers, IN 46037

• 

  ScanCafe

  12175 Visionary Way Fishers, IN 46038-3069

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:01/17/2025

  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.

  "ScanCafe provides the highest quality and most affordable scanning service for photos, negatives, slides, video tapes and home films." Digital scans of 31 Hi8 video cassettes and 59 MiniDV cassettes were completed by ScanCafe. The digitized files of the aforementioned video cassettes are of surprisingly poor quality and are simply unusable, which I initially brought to their attention on 12-19-24. I contacted ScanCafe via e-mail several times during the past four weeks regarding the unacceptable quality of the digitized files to which a representative, ******* *****, responded on 12-23-24 and 01-06-25 to indicate they are currently reviewing the digitized files, which is now thirty days from initial contact without resolution. Furthermore, I have not heard from her or anyone at ScanCafe since her last message regarding this ongoing matter and ScanCafe, specifically *******, has not responded to three e-mail messages I sent to her since 01-06-25. ScanCafe is now not responding to my messages and, although open to interpretation, it appears they are not actively pursuing this matter as they claim. This is understandably of concern.

  Business Response

  Date: 02/03/2025

  The client has been provided a free rescan for his media in an attempt to provide him with better quality results. 

  Customer Answer

  Date: 02/05/2025

  February 5, 2025. In response to a multitude of telephone and e-mail correspondence during the past six weeks regarding the unacceptable quality of the digitized files I received, ScanCafe has offered to rescan the two orders I submitted in October, 2024, which consists of ninety video cassettes. Compared to the original Hi8 and MiniDV video cassettes I submitted, the MP4 digitized files from ScanCafe are noticeably pixelated, surprisingly dark with diminished shadow detail and display horizontal rolling banding lines. Three of the digitized files are white noise static. It was explained to me by ******* *****, a Customer Experience Agent, that a defective player, which was used to scan the video cassettes, was the cause of the surprisingly poor quality and unusable digitized files. Interestingly, the defective scanning equipment and the poor quality, unusable digitized files were apparently not discovered during their touted Quality Assurance Process. This is most significant and of considerable concern. Although understandably skeptical that rescanning the ninety video cassettes will produce comparatively better quality results and usable digitized files, I reluctantly accepted the offer by ScanCafe. At my request, as an interim step in the process, ScanCafe Customer Experience Agent ***** ******* agreed to rescan a sampling of ten of the ninety video cassettes to first compare the rescanned results to the original, ScanCafe digitized files after which the next step to resolving this matter will be discussed. (W24AJTP6SP8/W24AJTP6GFR).

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:

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

  February 5, 2025. In response to a multitude of telephone and e-mail correspondence during the past six weeks regarding the unacceptable quality of the digitized files I received, ScanCafe has offered to rescan the two orders I submitted in October, 2024, which consists of ninety video cassettes. Compared to the original Hi8 and MiniDV video cassettes I submitted, the MP4 digitized files from ScanCafe are noticeably pixelated, surprisingly dark with diminished shadow detail and display horizontal rolling banding lines. Three of the digitized files are white noise static. It was explained to me by ******* *****, a Customer Experience Agent, that a defective player, which was used to scan the video cassettes, was the cause of the surprisingly poor quality and unusable digitized files. Interestingly, the defective scanning equipment and the poor quality, unusable digitized files were apparently not discovered during their touted Quality Assurance Process. This is most significant and of considerable concern. Although understandably skeptical that rescanning the ninety video cassettes will produce comparatively better quality results and usable digitized files, I reluctantly accepted the offer by ScanCafe. At my request, as an interim step in the process, ScanCafe Customer Experience Agent ***** ******* agreed to rescan a sampling of ten of the ninety video cassettes to first compare the rescanned results to the original, ScanCafe digitized files after which the next step to resolving this matter will be discussed. (W24AJTP6SP8/W24AJTP6GFR).
  
  
  

  Regards,

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

• Initial Complaint

  Date:12/21/2024

  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.

  Scan Cafe was engaged to scan ***** slides. These slides were organized by year, location with 20 slides per page. Each slide was titled and numbered to ensure scanning in the order received. When I received confirmation that the order was complete, I began my review. Much to my dismay, slides were out of order, and many were scanned on the wrong side. I informed the company, making a list on three different review occasions and was assured that the corrections were made. My last review AFTER assurance that the corrections were made utterly incensed me because NO these were not made. The company also argued with me that the slides were scanned correctly and I had to submit images of some of the 16 x 20 prints and also sample prints that I had made to PROVE that, in fact, these were scanned improperly. I received a final e-mail from **************** saying they were done and did the work for hours. Shall i bill them for the number of hours I spent reviewing, making lists of incorrect scans, photographing and documenting proof that these were scanned improperly? After that last review, I told Khamal i was done and that I did not want the scans and simply wanted a refund and my slides returned. Mr. **** has refused that request. So I am forced to waste more time dealing with this incredibly disappointing experience.

  Business Response

  Date: 12/27/2024

  Mrs ******** placed her order in August 06, 2024. We received the order in our facilities August 20th, 2024 and completed scanning on September 24th.
  
  
  The product that the client selected is called an A La Carte Order, which provides:
  
  
  Scanning of the media
  2 - 4 minutes of editing 
  20% discard rate
  
  
  Due to the nature of our business, we scan the media as it is sent & the digital files are uploaded in the same order. This is exactly what ScanCafe did. On the attached files I've shared the online review of the client, where she can find the folders arranged from year (1989 - 2005) and in order of appearence according to the notes added on the folders. 
  
  
  All of these folders have been confirmed to be on the exact same sequence the client sent her media on. In addition to the above, all the images were properly orientated as shown in the two shared images, where the lettering of the announcement is correct (if it was not orientated properly the letters would be read backwards).
  
  
  Even with this amount of work already completed, we understand that the memories of the clients are sent in good faith and we have kept  on working (considerably more than what the A La Carte editing provides) the client's order to almost 3 months after it being online. The client has requested minimal adjustments of color, minimal adjustments of orientation for single images that is simply not provided in the package the client purchased due to the intense labour required, approaching the restoration level package and as a courtesy we have continued working on it.
  
  
  The last interaction the client had, was another exception allowing her to final review her order until the end of the year giving her an extra two weeks. Keep in mind that the client agreed to the terms and conditions of scan cafe which confirm that the order will be automatically checked out after 60 days of it being online. That day was November 26th. ScanCafe has provided her an extra ***** ****** of 30 days to review and delete up to 20% of the 4000 images she sent, which wont be reflected on her final bill.
  
  
  With the above in mind, ScanCafe will process the 60 day automatic check out after the ***** ****** is completed. 

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I would like to know exactly what edits were performed on my slides for 2 - 4 minutes, particularly when there are so many that are scanned on the wrong side.  The slides are titled and labeled as is apparent from the document I have attached, and it is fairly clear that the scan that is next to it in the document is improperly done.  I have at least twenty slides, and each review I discover more that were scanned on the wrong side.  Some are obvious in that there may be writing on a building, others are obvious because I hae 16 x 20 prints of these.  So, you have not fulfilled your obligation or the service you promise.  

  From the attached document you can see how each of those images is number, and titled, and each slide was with 19 other slides in archival sheets that hold 20 slides.  Each of those sheets were also numbered, so I did not ask you to do anything out of the ordinary.  And interestingly, one of your sheets showed that you had scanned 21 slides when in fact there can only be 20 on a page.  Another slide scan was totally blank, and you complained of having to reorient a slide which was in the archival sleeve from horizontal to vertical.... did that constitute an "edit" of 3 to 4 minutes.

  I am more than happy to provide proof of your scanners incompetency and your unwillingness to correct these.  I will take this further if need be,
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ********

  
  

  Business Response

  Date: 01/13/2025

  In regards to the attached document the client sent, please note that as stated on our FAQ and T&C, we do not accept unitary requests, such as specific editing and single photo naming. When dealing with thousands of images we're clear to state that we do name every piece of media and or edit it following a particular request, that is the difference between the A La Carte order (where we spend 3 - 4 minutes cropping, doing red eye removal corrections, color corrections and the ******************* where we can address specifics pointed out by the client.

  At this point, the client has been provided with more than enough time to review her images, ScanCafe has also successfully provided the edited images for the client to check out, in addition to fulfilling our agreement to enhance, color correct and remove light scratches on the media the client provided. 

  Although ScanCafe is able to achieve the level of editing and restoration the client is looking to receive, the amount of detail does not pertain to the package of scanning and editing the client paid for. The inclination for the client should be to restore the images, the A La Carte order provides the scanning services with 3 - 4 minutes of edition services. 

  As mentioned on the previous inquiry, ScanCafe will process the 60 day (in this case, 90 day) check out. 

   

   

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  You were not asked to retitle or even edit images.  You were simply asked to scan them properly and there are many slides that were scanned on the wrong side of the slide.  The image that you attached is not one in question and has never even been brought into this conversation.  There are multiple images that you have been informed about on several different occasions and your own Khamal agreed with my issue.  So, you can phrase it any way you like, the bottom line is that you have failed to do what I paid you to do.

  You have also not refunded the cost of the slides that were rejected and charged my credit card $152.38 which represent the balance unadjusted for rejected slides.  And I did not complete the review because there were other slides that were scanned improperly.  I notice that you conveniently removed the page that indicated I had rejected close to 200 slides for which my account should have been credited, and there is no mention of that in your response.  

  I did not finalize this offer and did not authorize you to charge my credit card.
  
  Regards,
  
  ***** ********

  
  

  Customer Answer

  Date: 01/13/2025

  I have attached a copy of the bill indicating that I discarded 323 slides to the date of that download which was 12/17.  I am told that I can reject up to 20% of the slides and not pay for these, but they billed be without my authorization for $152.38 when at .28 a slide, I should have been discounted 90.44.    

  Business Response

  Date: 01/16/2025

  ""I was not refunded .28 for the 323 slides that were rejected, and as noted in your website and from Khamal, I can reject up to 20% of the slides and not pay for these."" The way pricing works with our orders, and also presented in the final order submitting process is: ScanCafe requests a 70% advance payment to your estimation, which is paid right at the moment of placing the order. The reminder 30% is to be paid at the final check out. ScanCafe honored the discarded media and we did not charge you for it. Please review:

  The total Scanned images are 4009, from which you discarded 324. Leaving a total of 3685 selected images.
  $3685 * 0.192 unitary price (since you had a 60% discount) = $707.52
  $707.52 + $80.00 for the *** = $787.52

  
  Both your advance payment and final charge equal the Grand total.
  
  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  First, the calculation is not correct.  Also there were not 4009 slides in the order.  There were the number I indicated.  Unfortunately, subsequent to the complaint you saw fit to remove the review pages and complete the order when I was not done listing slides scanned incorrectly.  Once I have the hard drive and the originals, I will be able to discover more I am sure.  By the way, there was a page where several scans were made of the same slide, and one page where you said 21 slides were scanned when a page in my archival boxes only hold 20. 

  I fortunately took screen shots of the multiple slides in this order that were scanned improperly, that show degradation of color (I have prints made from these slides), and supposed edits.

  I am also pointing out that your calculation is incorrect.  A discount of 60% applied to $1,848.80 is equal to $1,109.28 which would leave a balance of $738.92 NOT $787.52.  Subtracting what I prepared from that total would leave a balance of $102.35.  From that if i were to deduct .19 for each of the 324 slides rejected that would reduce it an additional $61.56 to $40.79.  Add the hard drive and that would make the balance $120.79.

  I had ***** slides to review, a task made incredibly difficult by your failure to address the multiple slide issues I indicated across several e-mails.  With each discovery that the corrections had not been made, I had to review ***** slides again.  And with each more scrupulous review I found more problems.  That you were GRACIOUS enough to allow me more time to review these should go without questions given the quantity.  

  Your prior responses and inclusion of slides that were not even relevant to the conversation, and your unwillingness to address these issues but rather continue to righteously claim you did the job that you were paid for will not fall muster given the evidence I have accumulated and will be able to accumulate once the slides are returned to me. 

  That one of your own customer service **** recognized the problem in his e-mail response to me is also included in my evidence.  I gave you a choice, refund my money and keep your scans or I will pursue further.  You have forced my hand.  And I will also point out that scrutinizing reviews of Scan Cafe indicate that multiple people who sent you slides had similar issues.  And I would also suggest that the constant barrage of e-mails advertising 60% of for this or that are indicative of a company struggling.
  
  Regards,
  
  ***** ********

  
  

• Initial Complaint

  Date:08/01/2024

  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 placed an online order for negatives to be scanned. My son recently died and they were his photos. I marked 40 negatives and 3 slides to be scanned and returned on a thumb drive, plus shipping both ways pre-paid for $154. I put a note on the online order that the images to be scanned were marked in red. To let me know if that was a problem. A week later I got an email stating they don't selectively scan images and the new total is $568.33. I told them that wasn't what I agreed to and they never stated there was a problem per my note on the original order. I asked them to cancel the order and return my negatives. They refused to unless I FORFEITED my payment of $154 and they did nothing. I emailed them several times asking them to just return them and they refused unless they kept the payment. They charged my $154. and I got nothing. They are a Scam. I would like my payment refunded by this horrible company. They held my dead son's negatives hostage.

  Business Response

  Date: 08/14/2024

  The client placed her order, agreed to our terms and conditions and send her media using the shipping label provided. Her estimation was for 40 images to be scanned, but she ended up sending 463 from different formats. On our order processing steps the clients must accept our terms and conditions which say that we will scan everything the clients send. They pay 75% of the first estimation and us upon receiving the order we send a notification to the clients letting them know the new estimation (upfront)

  The client mentioned that she "marked in red" the scans that she did not wanted. We are clear in mentioning that everything that gets received gets scanned, if the client wanted selective scanning she should have cut the negatives to only send those that were supposed to be scanned.

  After a long back and forth, explaining her the situation and also giving her options. I decided that we were going to void our T&C (because technically we were able to charge her card for the remaining of the balance she owed us) with our 45 day policy and automatic check out. And gave her the option of not paying anything else and to cancel the order but forfeiting the advance payment she paid. 

  This is to cover the investment in hours and materials scanning the order of a client that did not complete it.

  Again, Scan Cafe had all the information upfront & we provided the client a courtesy by cancelling her order, as we could've charged her for all the work that we completed. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  They lied on their comments. I stated in the original order the negatives I wished TO BE Scanned were marked in Red. They did not respond that that was a problem until a week after they got the package.

  They made no attempt to resolve the problem. I asked them to just refund my money that I prepaid for the scanning and the thumb drive cost since they weren't doing it. They refused.

  I wrote to them several times asking for the return of my dead son's item and they refuse unless I FORFEITED the advance payment with them doing nothing.

  No one does business like this. If they could not do the service I paid for they should have just refunded the money. Instead they kept the $154 I prepaid just to get my property returned to me.

  They need to refund my payment. Please follow up on them.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** Major
  

  Customer Answer

  Date: 08/26/2024

  I got my negatives back from the company. They made no attempt to scan anything. For the $154 they charged me they could have scanned one page and it would have been paid for.

  They also did not include the thumb drive that they charged me for. They charged me the $154 just to get my negatives returned. I had already paid for round trip shipping.

  They made no effort to provide any service and need to refund my full amount paid. Thank you.
  

  Customer Answer

  Date: 08/27/2024

  Thank you for continuing to pursue this complaint. I don't know how a company can charge you for a service they don't do, and for a thumb drive they don't send.They held my negatives hostage for the $154. they charged. I got nothing for my money just my items returned to me. They made no effort at all to provide any service. They can not be allowed to do business like this.
  

• Initial Complaint

  Date:05/20/2024

  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 had a small conversion done by ScanCafe. The result was good, I paid, wrote them a good review, and thought all was done. Got a bill a couple of weeks later for $9.99, claiming I had signed up for a ***************************** Apparently, my one-time digital download triggered a "subscription". After a few emails to the company, they still refused to refund the amount, even though I have informed them that they are using obfuscation and engaging in an unfair tactic for their subscription service. A quick review on the internet reveals multiple complaints about this. I asked for a refund, they said "not our policy to do that", asked again, and they try to give a gift card for future work with them. They need to refund the charge, and change the way they present the digital download on their site. Thanks!

  Business Response

  Date: 05/30/2024

  The client submitted an order that was originally placed with the request to have media delivered in a digital format (via a download) the only way we offer a download is through our subscription service which can be canceled anytime so that the client avoids a second charge. 
  
  The subscription service is advertised from the beginning to cost $9.99 per month. The media has been delivered to the client and it is still available for download. We have completed the scanning service that the client requested and he/she has received the files. The subscription charge is non-refundable, as we have already delivered the electronically completed product.
  
  

  ScanCafe should not be responsible for the client's lack of diligence while placing an order. We clearly and transparently promote our services.
  
  As a courtesy, ScanCafe has provided a Gift Card to the client, we wont refund the amount as this is a service the client opted in and we have provided.

   

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 preordered a border for scanning up to 5000 slides to digital format. The price included a USB thumb drive and shipping both ways. I received my slides back and the order but only 1108 slides were actually scanned. The other two bags were not even opened. I am very unhappy. The first time I called, the associate hung up on me when I said I could not understand her. I called back and spoke to someone else. When I asked to speak to a manager, I was told he is pretty busy in meetings and probably would not get back to me. They said they would look into it and email me later but nothing has been sent to me.

  Business Response

  Date: 04/17/2024

  **************** sent an order that was digitized, we faced production issues where we failed to make an online part of her order. It was identified and fixed, we are now preparing a courtesy USB with all the files that were missing from the first USB.
  
  As a courtesy for the issue, we have also activated a free digital download for the whole order, the client has been notified about this. 
  
  All download files are now online on the client's account. 

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  According to Scan Cafes response to BBB, I have received the rest of the images, have a free digital download available and have contacted me and are providing me with a free USB of the rest of the images.  As of 11:00 AM this morning ( April 17, 2024) , I have not received ANY correspondence from them regarding what they told you nor are the rest of my images in my account yet.  (Not sure how they could find them and scan as they sent them all back to me in my original packaging). I questioned them on this and they assured me they have them.  IF that is correct, why are they not in my account?  I prepaid for 5000 scans and do not even have half of what was promised. 
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 04/17/2024

  Update:  As of 11:21 Am, the digital downloads in my account with ********************** ARE showing up in my account but I have had not communication from the company at all.  The only way I know about this is through BBB.  Thank you!

  Customer Answer

  Date: 04/17/2024

  I have heard back from Scan Cafe- I was able to download the 48 zip drive files however, there is still a pretty extensive list of files I am missing. 

  Here is the message I sent to Scan Cafe this afternoon with the names of folders still missing:

  Scan Cafe email read: 
  Ok I was able to get some of the Zip drives to open however, I am still missing some files.  Here is the updated list of what I still do not have from my order are listed below.  IF there is a way to put just these files into a zip drive or two to get them to me that would be wonderful.  Thank you!
  Christmas 1949
  Canoe Trips 1949-1950
  ******, Bodes, Schleys 1943-1950
  Canoe Trips 1952-1957
  Sailing 1955
  Christmas 1956
  Spring 1957
  WIS Dells 1957
  Christmas 1959
  *************** 1960
  Christmas 1961
  Easter 1962
  Mississippi River Canoe Trip 1962
  Storys Wedding 1962
  **** Leaves for Colby ***************** Reunion 1963
  **** 1964
  Mom & Dads 50th 1965
  Lynns Car Age 21 1969
  Christmas 1969
  *** off to ****** at 17  1970
  Robs Graduation 1971
  Betsys Wedding 1971
  Summer 1972
  ****** 1st Birthday July 1972
  ************** on ********* 1972
  Packys 82nd Birthday 1973
  Christmas 1973
  Canoe Trip 1974
  Nonnas 80th Birthday 1974
  Christmas 1975
  Canoe Trip 1977
  Summer 1977
  Pond 1978
  Packys Birthday 1978
  ****** 60th 1980
  Christmas 1980
  Fall 1981
  Canoe Trip 1982
  Thanksgiving in ************ 1983
  Summer 1983
  ******* with **** 1984
  October 1984
  ****** with **** 1986
  ************ Graduation 1986
  Christmas 1986
  Balloon Ride 1988
  Christmas 1988
  ********* Wedding 1989
  ***********, ** 1990
  ****** with Rixes 1991
  Murder Mystery Party 1992
  ***** HI 1992
  Christmas 1993
  Kids Over the Years
  -Younger Children
  -Older Children

   

  Because my order is not complete, I am still not satisfied with their response. All of these Folder names were slides that were included with the original order.  Thank you.

  Customer Answer

  Date: 04/19/2024

  I have heard back from Scan Cafe but have not encountered another problem.  They did provide me with 48 Zip drives for digital downloads of all photos.  Stating that all scanned slides are accounted for and in the Zip drives.  However, upon downloading them, I noticed something rather startling, there were duplicate files containing the same images on multiple Zip drives-making it look like all scans were accounted for when in fact, I am still missing 23 files of slides. ( random years and I am listing those files below). I do not feel that they are listening to me and now are stating there is nothing else they can do. Please help! I have spent hours going over these slides, downloading and cross referencing my list against their Zip drive files.  

  Names of files that are missing:

  1.  Kids younger years  2.. kids older years 3. Rob off to ****** 1970 4.  Betsys Wedding 1971, 5.  ****** First Birthday 1972, 7.  Building on ********* 1972, 8.  Packys 82 Birthday 1973, 9.  Nonnas 80th 1974, 10.  Christmas 1975, 11.  Summer 1977, 12.  Pond 1978, 13.  ****** Birthday 1978, 14.  Fall 1981, 15.  Canoe Trip 1982, 16.  Thanksgiving at ************ 1983, 17.  Summer 1983, 18. Arizona with **** 1984, 19.  ****** with **** 1986, 20 **** Graduation at ULS 1986 20 Christmas 1986, 21 Christmas 1988, 22 ********* Wedding 1989 and 23.  ********** 1990

  I am not getting anywhere with the company and they have not told me about the rest of my files coming on a  USB thumb drive yet - even though they told you that I will be receiving one.  I am concerned as to what they are getting away with since they already took my ******* for this project.  

   

  Customer Answer

  Date: 04/21/2024

  All of the missing files have been located from Scan Cafe.  Thank you for your help!

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  All of the missing files have been located from Scan Cafe.  Thank you for your help!
  

  Regards,

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

• Initial Complaint

  Date:04/11/2024

  Type:Delivery 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.

  Order # H24AVUCLAH9 I signed up for ScanCafe services on 3/6/2024 and made the final payment towards the $181.46 total on 3/30/2024.I based my decision to use ScanCafe on a statement that appeared on their website (see attachment). Had I known that this statement was a fabrication, I would have considered other options. As it was, I was committed to following through on the order to receive my materials back.The last email I received from them stated that the footage length was computed using 36'/minute. This ignored my repeated attempts to convince them that their website stated otherwise. I feel that this is fraudulent behavior.

  Business Response

  Date: 04/17/2024

  *************** placed his order on March 6th through our website order processing steps. While we do provide the formula for clients to be able to get an estimation going, it is important to consider that it is still an estimation as we still have to take into consideration a lot of factors, such as type of film and size of the reel in order to more accurately prepare an estimation.
  
  In all of our processes, the situation is the same. We scan what we're sent. *************** sent his reels to get scanned and this is exactly what we did. We cannot control what clients send us. 
  
  We explicitly mention, on several parts that the client's first estimation will be revaluated and they will be requested to pay the full amount of the order they send. This is on our T&C, and also on a note right before the clients confirm they've read the T&C and submit their orders.
  
  ScanCafe should not be responsible for what the clients send and we were asked to digitize.
  
  We do not provide refunds over completed order, and ******************* order has been completed, the quality of the product is exceptional and he has received both the digital file and the originals back. 

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The refusal of refunding the extra money involved is bothersome, but not critical.  I would expect as much from this business.  What really bothers me is the fraud perpetrated upon an unsuspecting public.  If you refer to my earlier attachment, it states that the actual footage will be minutes of film x 16.67.  Actual footage.  Not estimated footage.  At the top of my attachment, it shows that the statement refers to 16mm film.

  They know this isn't true.  Why else would they say in their last email to me that my charge would be minutes x 36.  

  Until that language comes off of their website, I will not be satisfied.  It is unfair to the public to be swayed by false advertising.  We deserve better than that.  This is the first vendor I have ever encountered who has stooped so low.

  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 04/25/2024

  We've taken ******************* feedback into consideration. But this is no longer a matter of a customer complaint. Regarding his media and order we've completed the process, no further action is needed on our side. 

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  This business is not interested in fair play.  Their attitude is; we have his money, he has his product, case closed.  There is no mention of the false advertising concerning the statement on their website regarding the calculation of the actual length of the 16mm film submitted.  I have again attached the screenshot of the page.  Taking that statement down was my terms of acceptance.  Falsehoods and deceptions have no place in the business world.
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:03/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 sent in my scanning order in January (Order #**AG8EKC5K).I waited a very long time.Finally, more than a month later, I received word that the order was complete. I looked at the scans and there were major problems lines going through many of the scans.I contacted customer support, and they were very nice but it has been more than 3 weeks since, and I have not been able to get any idea of when the re-scans will be complete.In addition, Scancafe is holding onto my originals and charging more $9.99 for the service of the cloud, even though they have NOT completed my order.The customer support people say they have no clue on when the order might be complete. I ask for a supervisor. They say there is none available.This has been a terrible experience so far. I want Scancafe to fix this situation, re-**************, return the originals, and stop charging me for the cloud until one month after you finish scanning my photos.After all, this is what any customer would expect, and I paid for your service.

  Customer Answer

  Date: 03/20/2024

  They finally did resolve my complaint.  NO need to take further action.  Thanks!

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising 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 ordered three sets of slides to be scanned and sent back in November and September. I received the boxes and sent my slides. After that I received messages saying the payment was declined. When I talked with the company, I ask why they sent the boxes if my payment did not go through. They couldnt tell me. They said there was only two orders instead of three. I ask to speak to a supervisor. **** said one would call. That was over two weeks ago. On 2/27, I sent this email asking them to return slides, they said I hadnt paid for. I was then told that they had scanned them anyway and I owed money. Again no supervisor called when I ask to speak to somebody. They refused to return the slides per my email. Then on 3/6, I was sent the attached email.

  Business Response

  Date: 03/19/2024

  ********************** placed his 3 orders in November, we received the notification of the order being placed and sent the boxes to fulfill the receipt estimated time of the order. 
  
  Our billing team informed us that most of ********************** transactions were not processed, at this point, we had already scanned all his media as our T&C state. (We will scan all media sent). 
  
  ********************* was provided the exception of increasing the tier of Gift Box he ordered and we as a courtesy honored the promotion we had at that time since he sent considerably more than what he should have from the beginning (our T&C stated that we could have charged him full price on the remaining items), but we still helped him by just expanding his order. A second courtesy that was provided to this client is to provide him with upgraded shipping, which we did without extra charge due to his inconveniences with the payment (even though this is not ScanCafe's fault).
  
  At the point ********************** requested the order to be canceled, ScanCafe had already scanned everything and increased the order mentioned before for the benefit of the client and we are only requesting ********************* to pay for the service that he requested.
  
  It appears that the client's credit card is faulty or his bank consistently blocks his transactions, as we can see on the shared image. 
  
  As our T&C states, which ********************* signed and approved when placing his orders, we scan everything that is sent and we do not offer reimbursements or return media before it is completely paid. His order G23AT8R4SRG is currently waiting for check out and will be checked out automatically if the client does not complete the payment within 60 days of it being available.

• Initial Complaint

  Date:02/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 took pictures to be scanned in and touched up on January 2 ****. I paid the deposit for them. I am unable to view the order on my end either on my phone or laptop. I can access the website but it shows no orders. I called customer service many times and they are able to see my order online. It does me no good if I can't see them or order. At this point I just want my pictures back and cancel my order. They are unable to do that. Their service desk is closed at the actual location so I can't talk to anyone nor have I received any e-mail or phone call about it.

  Business Response

  Date: 02/13/2024

  ******************** placed an order with us which we completed on the estimated time.  Unfortunately ******************** placed the order with one email which she seemed to have forgotten and was attempting to verify the order with a secondary email. Orders are linked to the emails used. It was until our CS team saw the extra email (with another c) that we informed the client and offered as a courtesy to have both account merged.

  Right now, the order is available, we have reset the client's password and she should be able to review her order. Regarding her refund request, ScanCafe should not be adjudicated for a client's confusion. According to our T&C, we do not process refunds on any processed orders, which ******************** signed upon placing her order. 

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:02/09/2024

  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.

  I sent paper photos to be scanned due to a promo price offering. The quality of the scans was horrible. There were obvious scratch marks on all the pics from the scratched scanners. I contacted the company and they had me return the pictures for a rescan (at no extra charge to me). The rescans came back and again, there were scratch marks all over the pics. I again complained and was told they would do yet another rescan. I received those back as well and yet again, there were horrible scratch marks on the pics. I no longer feel comfortable with this company handling my precious family photos. Throughout the ordeal, I communicated several times via email, phone and online chat. They were rarely responsive by email. I would be told various things by phone but no positive resolution was ever achieved. Amongst my complaints were $9.99 charges put on my credit card that I did not sign up for or authorize. I have been told several times the charge would be reviewed with the billing department. I was never credited and never given a reason for how they resolved it. I was charged the $9.99 twice (12/7/23 & 1/6/24) and charged for the photoscanning on 11/27 & 12/6 for $46 and $60. I wish for all charges totaling $125.98 to be refunded as 2 of the charges were not authorized by me and the quality of the work done was absolutely unacceptable even after I gave them 3 opportunities to make it right. I have used this company in the past with no issues at all so it is very upsetting to see their quality or work and customer service has declined so drastically.

  Business Response

  Date: 02/13/2024

  ***************** placed her order with us on November 27th, 2023. We completed the order by December 6th, 2023. We accept that the initial product was not the best regarding quality, in good faith and following our values, we offered a complete rescan order for ******************. The total cost is valued at more than $350, as we expedited this order. 
  
  The result of the rescan was considerably better, but we knew it could be improved, hence why we reworked the order to provide the best quality possible. This is another inner charge that ScanCafe is absorbing, $200.
  
  In the end, we are dealing with decaying materials that tend to have micro scratches, whether the client notices them or not, our high-quality scanners will. The correct angle, focus, and experience have to be combined to get the proper image.
  
  Last rescan quality is impeccable and in line with the quality standard we promise to deliver to clients. Examples attached. 
  
  We will not provide a refund on a complete order as our T&C states, which ****************** signed when placing the order.

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  It is interesting to see this company's response today as I received an email from them this morning telling me my issues have now been resolved and the corrected files were uploaded to my account.  I logged in and did notice some of the photos were digitally corrected without a rescan (they have no way of rescanning at this point due the pictures being in my possession).  I have attached a photo that still has visible scratches on it.  They need to stop boasting as if they did me a favor and made all corrections because they did NOT!  

   

  I am very offended they responded they did the rescans as if it was a favor to me when the quality of the scans was so poor (even after THREE rescans), it would have been unacceptable to anyone paying for their services.  They mentioned they absorbed the cost of the rescans.  First, it is not my fault they needed rescanned to begin with.  If they provided quality service, this would never have had to have been done, not just once, twice, but three times!  Even the representatives I dealt with commented how horrible it was.  It was far from being just a matter of a couple of minor scratches most people wouldn't notice.  Also, I never agreed to the $9.99 charges placed on my credit card.  ************ continues to ignore my questions regarding this and request for refund of those charges.  They even ignored my complaint about it with you.  I again demand a refund for all charges placed on my card, for the scans AND the two unauthorized charges of $9.99.  ************ provided a poor work product and still thinks they have done nothing wrong.  I have been more than patient with them and gave them numerous opportunities to correct their mistakes.  

   

  Also, this company is careless with people's private photos.  They even uploaded someone else's private scan order to my online account and I had full access to their private pictures.  I had to call Scan Cafe TWICE about it and tell them that order was not mine and needed removed from my account.  

   

   
  
  Regards,
  
  *************************