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:01/01/2024

  Type:Service or Repair 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.

  On 11/8/2023 I put in an order 23ANP6FAY3 at ScanCafe for photo and negative scanning. I overestimated on the number of scans and paid too much in advance. When the scans were complete, I noted that about 20% of them were of low quality so I deleted them in accordance to ScanCafe's policy. I was supposed to receive a credit to my credit card in the difference ($303.) but instead received a store credit which has no value as this type of service is rarely used. I texted to **** on December 13 who said that a credit will be sent to my credit card. As of 1/1/2024, I have not received this credit to my credit card. I have sent several emails to ScanCafe that have not been answered. My credit card company was unable to get a refund from ScanCafe or verification that a credit would be forthcoming. As this wasn't a fraud issue, they refuse to become involved.

  Customer Answer

  Date: 01/16/2024

  ScanCafe has refunded me the $303.50 yesterday.  Please close this complaint and marked settled. Thak you 

  Business Response

  Date: 01/17/2024

  As mentioned to the client, our refund process takes around 3 - 4 weeks. The store credit was provided December 12th according to what our Terms and Conditions state, we in no way refused the refund to the client, just mentioned that it is not processed immediately. The refund of the overpaid amount was confirmed to the client on January 11th, which is exactly 31 days (within the 4 weeks checkmark) that we mentioned. Evidence of the refund ($308.6) has been attached.

  The client, taking advantage of this situation is requesting for a full refund of the total paid amount, even after the order being completed in time and the refund being processed. ScanCafe does not process refunds over completed work, this is stated on our T&C. (Attached). 

• Initial Complaint

  Date:12/05/2023

  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.

  We sent our VHS tapes to ScanCafe to be digitized. The digital file they uploaded was corrupt. They insisted that we resend the tapes back, but we didn't feel confident that they could do the job well. We asked for a refund, they refused. They have also taken down the files on their site for me to view. In order for me to see my files again, they insist that I have to pay a monthly fee. The problem is I have never received a viewable copy of the files they processed, so since I have not received what I paid for I am asking for a refund of the original amount.

  Business Response

  Date: 12/30/2023

  Hello Better Business Bureau team.

  Client submitted a scan order for 8 Tapes dated **** and before. This tapes were sent and digitized by our team on the scheduled time. The tapes however represent a tracking problem that is directly linked to the physical tape of the client. Part of our job is to attempt to get the best digital file possible for the client, but we do not control the result, as tapes normally come in bad condition and clients expect us to process them perfectly.

  The client received all digital files for the tapes, some digital files had tracking problems, once again related to the original tapes. We offered a - Free - Redo order for the client once she requested a refund, which we cannot process as we clearly state on our T&C that any completed work will not be subject to a refund (Evidence attached)

  While some of the files might not be the best quality, they are totally viewable and playable, as attached on the example screenshot. While we understand the client's frustration, and hence we are offering to cover everything from shipping, to process charges, shipping back and delviery method, we should not be subject to a complaint since the client's media is not on the best condition. 

  The digital download is always available for the client, through our subscription service which we clearly state on our website. After her original payment of $10.00, she had 30 days to download the files as many times as she wanted, after this time however, we have to charge for another 30 days of server usage, which is what the $9.99 subscription service covers.

  The client will not receive a refund for work that we've completed, processed, delivered and even offered to redo one more time in an attempt to look for a better result. 

  I appreciate your understanding.

  Customer Answer

  Date: 01/12/2024

  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. 
  
  As for the files, when I first saw them, none of them were viewable.  ************ has merely sent you screenshots of a few frames that *** have been clear on a pause.  As for their response that customers expect perfection, that is not true.  I can view the videos with no issues on my camcorder, so I expect them to at least be viewable when digitized.

  I did not download the files as they were not viewable.  When I tried to go back and look at them again Scancafe had deleted them and proceeded to try to charge me to view them.  I already paid over $100 to get them digitized.  Since I was going back and for with the company by email for a resolution I didn't expect them to delete the files and then try to charge me more.  It's like they took my files as hostage, and are using extortion to make me pay more.

  Right now I have paid over $100 dollars for a service that has provided no end product available to me. 

  I am still requesting a refund due the shady business practices of this company.

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

  
  

• Initial Complaint

  Date:12/28/2022

  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 placed an order through customer service, order #**********, and wanted to use a discount that was on my account. The representative created a gift card for $187.99 and said this amount could be used for my order. He placed the order over the phone. The amount charged to my bank account did not include the gift card amount.I contacted customer service on ******** to ask for a refund of $187.99. She said that since I was charged through the automated system there was nothing she could do. I asked to talk to someone in the billing department and she said there was not a way for me to speak to anyone in that department. She said she was the manager on site and there was nothing to be done. I have never run across this type of problem before. It should be easy enough to refund me the amount that was agreed upon.In addition, communication with Scancafe has been more than disappointing. I have contacted them numerous times to tell them that something is wrong with my account because I do not receive emails from them. None. They don't seem to care. I have looked in junk mail and they have sent emails (supposedly) from personal accounts but they never arrive. There must be something wrong with their system.The amount I should be charged is $560.28

• Initial Complaint

  Date:09/26/2022

  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 mailed them a book of tapes that I bought at a conference. This binder held 22 double sided tapes, all of which were clear tapes of a speaker at a conference. All of my original tapes had an equal sound quality.The ScanCafe copies had poor quality audio on 14 tapes or the 22 tapes so that I could not hear what was being said. I had to listen to all the original tapes I provided in order to identify which of their recordings they made were faulty. This is a waste of my time. And this happened before.When I asked for a refund, they refuse. They want to charge me to redo their faulty recordings! In addition I had prepaid for another order of photos and tapes that I had not yet shipped; they refuse to refund my money on unused services. I can't trust their quality of service for audio tapes It took about 3 months to receive my items after they processed them. When I complained that their 14 of their audio copies are done poorly, they cite a 30-day refund. That is invalid since they didn't return them to me long after this date. And they want to charge me to redo them. This is the second time they did a bad job of audio. This was order # W22AULXQST9 Ordered 4 May, 2022 and Delivered 3 August, 2022 for a total Cost of $1,097.47 I have prepaid two orders that would include audio tapes copying. Since they messed up this service twice I asked that they refund my money so that I can go elsewhere. They refuse a refund. order W22AULXQQXT 1 June, 2022 for $234.39 and W21AULXQYQ7 on 10 August, 2021 for $227.34.

  Business Response

  Date: 10/05/2022

  "On February 16, 2022, *********************** placed an order on our website to have a variety of analog media digitized by ScanCafe. We received the order at our facility on March 10, 2022. The analog media was processed within our standard turnaround time of 4-6 weeks. More specifically, the photo media was made available to review and complete the final payment on April 19, 2022. ***************** paid for her order on April 27, 2022. It did not leave our facility until May 20, 2022, because we followed through on a request for it to leave after May 16th due to ***************** being out of town. 

   

  Later, on May 27, 2022, ***************** informed our **************** team that approximately x127 pieces of analog photo media were not returned to her. Our team thoroughly investigated the missing images in numerous ways. 

  • When an order arrives at our facility, it is unpackaged under a video camera and the box is weighed to the gram. After scanning is complete, it goes through a similar security step where the box is opened under a video camera and weighed again to ensure that the numbers match the original. **note- these numbers DO match** Finally, prior to leaving the facility, the media is packaged for shipping under a video camera again to ensure that the contents match what we received.
  • The security camera footage was reviewed by me ****** personally alongside our Production Manager and our Director of Operations. Every piece of media that was scanned was properly returned to its box. 
  • We spoke with every scanning technician on both the day and night shifts if they had found or seen any loose images. They had not. 
  • We physically examined each scanning station for loose images. No images were found. 
  • After many emails of communicating back and forth with ***************** to update her about the above, there was one last thing we could do to investigate the matter. 
  • ***************** had the opportunity to delete up to 20% of the photo media in the order during the Online Review. At that time, she discarded 36 images. After comparing the images that ***************** discarded to the images that she claims are physically missing, 34 of those 36 photos are in the discard pile. The images that were discarded are connected in a negative strip with other images that she did keep.
  • This brings up the question "why would we cut a negative strip and only return the negative frames that she wanted to keep the digital copies of?" The answer is that we wouldn't. 
  • It is our policy to never cut a negative strip. We would especially never do this without reason and without the customer's permission. 
  • At no point during the time that ********************* order was in the possession of ScanCafe have we ever questioned the whereabouts of ********************* physical media. 

   

  I, myself, and on behalf of ScanCafe am extremely apologetic for the frustrations ***************** is experiencing. This situation was truly unexpected and unintentional. Since our last email communication on July 21st, ScanCafe has been working to further improve its security steps and policies to ensure that nothing like this can happen in the future. 

   

  The offer still stands if ***************** would like us to reprint these images for her, free of charge. This solution was offered to her in the last email communication from July 21st as well. 

   

  We are looking forward to her response."

   

   

   

  *******, please let me know if this email is received and if you have any questions. 

   

  Kind regards,

   

  Elly 

  Customer Experience Manager

  Customer Answer

  Date: 10/05/2022

  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.]
  
  Regards,
  
  ***********************