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:03/22/2024

  Type:Order 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.

  Forever Cottman Films was paid ******** to provide wedding videography, wedding photobooth, and video 360 services for a wedding that took place on August 12, 2023. The contract states verbatim, Provider will electronically deliver finalized video works by October 12, 2023. However, the video was not delivered until March 9, 2024. Prior to March 9, 2024, I contacted Forever Cottman Films several times and I did not receive a response, when asking about my product. Since, Forever Cottman Films was unresponsive, my only course of action was to seek legal action. After consulting with legal, I was then instructed to contact Forever Cottman Films and demand that they respond by March 8, 2024. Unless Forever Cottman Films can deliver non-reputable evidence of the company delivering the services specified in the contract on October 12, ********************************************** order to rectify this issue, I am requesting that 50% ($1,940.03) of the contract be refunded to me. The total contract amount was $********.

  Business Response

  Date: 03/30/2024

  
  Memory updated
  Subject: *********************************** Concerns
  Dear ******,
  
  We sincerely apologize for the delays and inconveniences you experienced with our post-production services. We value your feedback and are committed to addressing all concerns promptly and thoroughly.
  
  Regarding the unresponsiveness you mentioned, we did have a conversation regarding the outstanding vendor ledger balance, which initially caused a delay in delivery. Despite this challenge, we proceeded to deliver the couple's videos to avoid further upset, as we understand how vital wedding day videos are to them. Unfortunately, we encountered a medical emergency shortly after our discussion, which we promptly communicated to you. We genuinely appreciate your understanding during that difficult time.
  
  As for the refund request, we reached out multiple times to discuss compensation options. We were glad to finally connect for a virtual meeting where you and the groom expressed a desire to provide invaluable feedback instead of taking advantage of our compensation options. During our meeting, it was also encouraging to hear that you and the couple were genuinely pleased with our day-of video, photo booth, and 360 video booth teams' professionalism and the outcome of the video deliverables. The main issue highlighted during the call was delayed communication, and we apologize for that communication experience and have taken that feedback seriously, considering it in our approach to better serve our clients moving forward, especially during unique emergencies that can, unfortunately, arise.  
  
  We are committed to rectifying any issues and ensuring a positive experience for our clients. Please let us know if there are any additional concerns or if we can assist you further.

  Chrissy Cottman | Co-Owner, Forever Cottman Films

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21467714
  
  I am rejecting this response because:

  there was a conference call that took place on Wednesday, March 27 at 7:15 PM. At the start of the call, Mr. ********************** began to record the conversation without asking my consent or me giving consent. After 10 minutes of reiterating that I do not consent for him to record the conversation, as well as my client, Mr. ****** still continued to record the call.during the conversation, there was an opportunity for them to express what a reasonable explanation as to why they did not fulfill their contractual obligations and then what we had an opportunity to express the experience we received with their services. Unfortunately, that conversation was a complete waste of my time as they did not take any accountability for not honoring the contract as written, and providing us with the final copy of our video on the contracted date. I, however, have held up my end of the bargain and had fully paid for all services 6 weeks prior to the event. I am extremely disappointed in the lack of accountability and the gaslighting that took place on this call. While I appreciate the fact that they made an attempt to make things right there was nothing offered that would even remotely come close to satisfactory compensatory offering for not holding their end of the contract.  Their biggest response in explanation was that there was a medical emergency that happened between Mr. ********************** and Mrs. ********************** in the month of February. However, there is no reasonable explanation in terms of why there was no communication to either me or my clients at any point between October 12 and January 18 when we were first able to make contact with them. At this point they were already in breach of contract having noted that the video services should have been rendered by October 12, 2023. 

  I am not interested in going back-and-forth at this time and will consider whether or not further legal action is required. This response is for the records of the Better Business Bureau. 

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