Complaints

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:05/16/2024

  Type:Customer Service 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.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against ***** P***** Photography, located in KS. My dissatisfaction arises from the unprofessional conduct and incompetence displayed by ***** P***** during his provision of photography services for my doctoral graduation commencement.
  
  On May 11, I engaged the services of ***** P***** Photography to document my doctoral graduation ceremony and capture moments with my family on campus. I paid a total of $276.96 plus an additional $20 in cash, expecting professional-grade photography services for this significant milestone in my academic journey.
  
  However, the experience was marred by ***** P*****' blatant unpreparedness and lack of professionalism. Approximately an hour before the commencement ceremony, ***** texted me, informing me that he needed to make a last-minute purchase of an SD card for his camera from Walmart. Consequently, he arrived late for our pre-ceremony meeting, leaving my family and me to search for him amidst the chaos of the event.
  
  During the commencement ceremony itself, ***** failed to fulfill his duties as a photographer. Instead of actively capturing key moments, he remained seated with his girlfriend/wife and child, neglecting his responsibility to document my hooding ceremony with my professor. This behavior was deeply disappointing and disrespectful, given the importance of the occasion.
  
  Following the ceremony, ***** rushed through the photo session, displaying a lack of professionalism and attention to detail. Despite my initial request for photos around the campus, he failed to allocate sufficient time for this, leaving us with an incomplete and unsatisfactory collection of images.
  
  Furthermore, the few photos he did manage to take were of extremely poor quality, and it was evident that minimal effort had been put into editing them. The lack of editing rendered the photos unusable and failed to meet the basic standards expected of a professional photographer.
  
  As a result of *****'s incompetence, I was compelled to seek alternative photography services to capture the cherished campus memories of my doctoral graduation properly. This incurred additional expenses and undue stress, further highlighting the severity of ***** P***** Photography's failure to meet professional standards.
  
  In light of the above grievances, I am seeking a refund of the amount paid to ***** P***** Photography. It is my belief that such restitution is warranted, given the substandard service provided and the significant inconvenience caused by ***** P*****' unprofessional behavior.
  
  I trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to ensure accountability on the part of ***** P***** Photography.
  
  Thank you for your attention to this complaint, and I look forward to a prompt resolution of the issue.
  
  Sincerely,

  Business Response

  Date: 05/17/2024

  ***** ****** Photography arrived at Bramlage Coliseum at 11:45am ***** ****** Photography text the client at 11:50 telling client ***** ****** Photography has arrived. Getting my things prepared for the shoot my sd card was not present and needed to grab a new one. ***** ****** Photography text client stating I was going to get one at 11:59 as client still wasn’t there to meet at 12:00. No shoot can be done without an SD card so it was a must to go get one. At 12:02 client gave me phone number of friend/family member to call when we got back to find where they were sitting in the coliseum. 12:31 we arrived back at the ceremony made the phone call and found the family/friend, nobody from the clients family had to come find us we talked on phone and I located them. Once seated we introduced ourselves talked and waited 40mins before the ceremony began. 
  As the ceremony began the graduates walked right in front of us where we were sitting giving us the best position possible to take photos, as the entrance to the floor was roped off. No other photographers were allowed on the floor,KState has it own hired photographers to capture those moments of grabbing their certificates and posing with their sponsors, the school hired there own photographer to capture those shots although I did manage to get those shots from a distance. There was no moving around in this environment, everyone who captured pics had to capture them from the stands people could not cross the ropes to get any further, I was using my 135mm lens and it worked just fine. After the ceremony I took pictures of her and her family right outside the coliseum then I specifically asked the client due to the amount of people present i said we can go somewhere else on campus to take photos where it’s less chaotic and more room because I use lights for my photography, client said perfect, the client asked me if I was familiar with the campus and I said no. I asked the client is there any specific areas on campus that is meaningful to you, that you like as far as scenery etc. the client did not have any idea so she asked her friend who’s number she gave me, come to find out he actually worked at Kstate so he gave her and I a location, he sent me the address via text and we meet the client at that address. We arrived and ***** ****** Photography got all the equipment out to shoot and my assistant was there to do her job and we proceeded to do the shoot. As we walked the client said she likes the way this area here looked, so I said ok we will shoot here. Shoot went well did everything client asked as far as poses she wanted and pictures with her family, my assistant held my lights as she always does so they don’t blow over and just helping me with what I need, it’s not uncommon for a professional to have an acting assistant. Client was asked if there was anywhere else she would like to go and if not, i said we did capture enough images here. Client said she couldn’t think of anywhere else and that they had two parties to go to for their celebration. So we wrapped up the shoot, the shoot went so well they gave a tip and I said thank you. If there was any sign of the shoot not going well for them I would not have expected a tip and it wouldn’t have went so smooth, I would have stopped and talked to client about any adjustments we can make etc. But every one was all smiles and happy as the images show. As far as my assistant bringing her brother who is special needs, she has him every Friday, this shoot was booked for Saturday the 11th client text me a few weeks before about a change of date to the 10th so my assistant was coming regardless of being on the 11th or 10th as she goes to every shoot. Just this time her brother had to come but him being present doesn’t have anything to do with how I shoot or how we do business out in the field we are always professional in any situation. We at ***** ****** Photography love those with special needs and he loves what we do at ***** ****** Photography. He is actually a Big kstate fan who wore his Kstate shirt because he was happy to actually see someone graduate from there, it made his day being there. A week later photos was delivered to the client as how we discussed, which was through a link that lead to gallery where all the edited images were, 148 images was given to client. Client never responded after photos was delivered, client could have told me she was un happy, could have asked if some images could be re touched, client did not respond which in most cases that means they are satisfied but instead of a text or a call which we clearly been communicating that way prior to graduation day, now all of a sudden no communication and going straight to Yelp and the BBB leaving a bad review. These images are good the images look just like the photos she must have seen that made her want to hire me because that’s my look my style and that’s what I have on my business pages. I would only be in the wrong if I didn’t deliver the type of images you see on my business pages, where client found me. I gave client what I give to everyone so I don’t see the need for a refund when you saw my style and I gave you my style. I gave you ***** ****** Photography, I was booked for a Saturday made adjustments for client to be able to make it Friday, I have the images to prove i did my job and I deliver the style of work I’m known for and delivered images in a timely manner. 

  Customer Answer

  Date: 05/20/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  Our agreed-upon meeting time was one hour prior to the commencement, which was scheduled for 12:00 pm. However, Mr. ****** texted me after the scheduled meeting time, informing me of the need to purchase an SD card, and returned after 12:30 pm. This delay resulted in us not being able to meet in person prior to the commencement, which is unacceptable for such an important event as a professional service provider. As a professional photographer, it is his responsibility to ensure his equipment is ready before arriving at the venue on time.
  
  Furthermore, Mr. ****** brought his girlfriend and his girlfriend's son, who needed constant care, to the ceremony without asking or notifying me prior to the session. During the commencement ceremony, Mr. ****** remained seated in his chair without making any effort to find alternative angles or positions closer to where I was seated. He also failed to mention in his response that he remained seated in his chair, which was at a very far position from the graduates during the entire ceremony, holding hands with his girlfriend throughout the entire session, who later he claimed as his "assistant." This behavior, along with the need to constantly care for his girlfriend's son, detracted significantly from his ability to focus on his job. He also mentioned that the graduates walked right in front of where they were sitting, but that was just twice when I entered and exited, passing by where they sat. Mr. ******' claim that no other photographers were allowed on the floor contradicts my observation of other photographers capturing images in the closer seats and aisles (not the floor) to the graduates that were open and allowed for anyone, suggesting that there may have been opportunities for Mr. ****** to move around and capture clearer photos. Mr. Peter's assertion that the university photographer has the best shot of each graduate being hooded does not absolve him of his responsibility to capture this moment adequately, especially since other positions were available to him.
  
  While Mr. ****** mentioned that he asked if there were any specific areas on campus that were meaningful to me for the photo shoot, he failed to mention that his girlfriend's presence, along with her son, who has special needs, further complicated the shoot and distracted from the professionalism of the session. During the session, his girlfriend constantly asked her son if he was doing okay, if he needed anything, or if he needed to leave. Additionally, Mr. ****** rushed me through the session, frequently expressing a desire to wrap up quickly. This pressure to expedite the shoot further detracted from the quality and thoroughness of the photography.
  
  Mr. ****** sent me a link to the photos on May 14, which was three days after the photoshoot, and none of the images were professionally retouched as promised earlier. He claimed earlier on the phone that he was very professional and an expert in retouching and editing. However, the quality of the photos was not up to standard. They lacked clarity and attention to detail, and the professionalism of his service fell below the standard expected for such an important event. The unusable photos forced me to hire another photographer, incurring additional expenses and stress. Even with another professional photographer, the missed moment of my hooding ceremony cannot be compensated or rectified. This was a significant moment in my life, and it was missed due to Mr. ******' lack of professionalism and preparation.
  
  In light of these facts, I respectfully request a full refund of $296.96. Mr. ******' failure to fulfill his obligations as a professional photographer and provide satisfactory service warrants such reimbursement.
  
  
  
  
  **********
  
  ********** **

  Business Response

  Date: 05/21/2024

  
  
  
  As any job goes, things happen and you do the next best thing how would the client felt had I not went to get the sd card the client Would not of had 148 images. Maybe the client went through her entire school year to get her doctrine without making a mistake or misplacing something proud of he for being so perfect. However I returned to the venue with 40 mins to spare, she speaks on us meeting at noon but she wasn’t there when I messaged her at 11:59 so she was already late my team had been there 15 mins already. I brought my assistant my second photographer in training who had her camera as well, who hold my light when I shoot and does the things an assistant does. Her brother who is only 3yrs younger was present. Whom you keep calling her son after we told you it’s her brother, then you add to insult by attacking him by now saying he needed constant care when you didn’t even know he was special needs until I told you in previous messages. You didn’t know he was special needs until i said he was. Now you’re using his as an angle for a refund and to think you are in education. He was in need of no assistance. I don’t need to notify you as who works beside me this is my business. I was standing when you say me other wise how d o you explaine the angle of the photos I have of you? No access to floor and we had the best seats for the shots we had otherwise your family wouldn’t have sat there. Yes you walked by when entering and exiting. Rest of the time you was sitting in your seat. Only other time you got up was to walk to stage I have the images for proof. We were in the front row we couldn’t move any further to the floor we was as close as it gets. As a photographer it’s my job to see the limits I have and what I have access to or don’t. You don’t know what was available or was not. My assistant and her son had nothing to do with you failing to mention any locations on campus you had to ask your boyfriend where to go and he politely sent me the address to the location we went to shoot at. As we walked to look around the area you chose the walk way where we did the shot. This is your campus you had months to prepare and decide where on campus you would like to shoot. But instead you ask your boyfriend where to go. And why are you telling lies that her brother needed assistance? We would not take someone out of town if we had to assist to them, only reason he came is because we wouldn’t have to. You’re making yourself look very bad using a special needs person as an excuse for a refund. The Shoot was on the 10th you got images back on the 14th four days later. But you already lied on other platforms saying it was the next day and it wasn’t. All photos was retouched. You do know there are different levels of retouching and different photographers use a different level of retouching. I not changing how you look that’s just how you look I’m not reconstructing an image to look like a total different person. The photos we professional and quality was professional. You hiring another photographer was your choice. You failed to reach out to me when we had already been speaking for months via text and phone. You failed to communicate there was an issue, you failed to communicate you wanted more retouching, you failed to ask for a refund, you failed to acknowledge any concerns which is why I’m under the impression you want free photos. I showed up and did my job as I was hired to. You have 148 images to prove to that. I show the images have not even been downloaded which will not show the full resolution until done, you haven’t even truly looked at the photos before you started talking about quality. This is getting old very quickly I have a business to run but yet taking time out my day to respond to you on 3 different platforms when this could have been resolved via Text or call like we have already been communicating. 
  
  

  Business Response

  Date: 05/21/2024

  Photo attached of her brother Josh standing on the side out of the way. 
  

  also a photo of me in the middle of shooting client with no signs of distraction from anyone and this was how the shoot remained.

  Customer Answer

  Date: 05/22/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  While Mr. ****** provided a photo of **** standing on the side, it does not accurately depict the entire situation. Contrary to his claim, **** was not merely "standing on the side." Throughout the session, Mr. ******' girlfriend, along with ****, who has special needs, were both present and actively involved in the shoot. Mr. ******' girlfriend constantly attended to ****, asking if he was okay, if he needed anything, or if he needed to leave. This constant attention and care from his girlfriend, coupled with ****'s presence, significantly distracted from the professionalism of the session, as I had initially hired Mr. ****** to focus solely on capturing the momentous occasion.
  
  
  Also, Mr. ****** provided a photo of himself in the middle of shooting, claiming there were no signs of distraction from anyone. However, this photo does not accurately represent the entirety of the shoot. While Mr. ****** may have appeared focused in this particular moment captured, it does not negate the fact that his girlfriend's continuous attention to ****, along with Mr. ******' frequent expressions of a desire to wrap up quickly, created an environment of distraction and rushedness throughout the session. This pressure to expedite the shoot further detracted from the quality and thoroughness of the photography.
  
  
  Additionally, Mr. ****** failed to mention in his response that he remained seated in his chair, very far away from me, during the commencement ceremony, holding hands with his girlfriend throughout the entire session. This behavior, along with the need to constantly care for ****, significantly detracted from his ability to focus on his job.
  
  
  In conclusion, Mr. ******' attempt to paint a rosy picture of the shoot does not align with the reality of the situation. The photos provided by Mr. ****** do not paint a complete picture of the unprofessionalism and distractions that occurred during the photoshoot. His failure to acknowledge these issues and provide a satisfactory resolution further underscores the need for a full refund. 
  
  
  
  Sincerely,
  
  
  
  ********** **