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:07/16/2024

  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.

  Family photos on beach on Sunday, June 23, 2024. It was windy. As we gathered on near the tide, the sun was still out. After taking our family photos, the individual families gathered in the tide to have pictures taken. I noticed my granddaughter struggling to keep her eyes open due to the sun. I asked *** if we could move toward the dunes so the sun wasn't in everyone's eye. I said to her, I'm sure you didn't get any shots without eyes being closed. She said she was taking lots of pictures and she was sure she got some good shots. She also said she looked to see if she had any other openings that week, but she didn't. I asked her did she think the pictures would turn out, and she said yes. She stayed 50 minutes, and was ten minutes late. The session was to last one hour. Also, she had no recommendations for picture ops, other than get a picture of the grandchildren on the steps. Looking back, as the professional, she should have provided additional setting due to the wind.. She then told me two days and I would get the pictures.I didn't get anything prior to departing NC on June 29th, so I sent her an email asking for an estimate when we would get the proofs. I contacted her again on July 1st as I had not received an answer back. I also emailed her. She did reply on July 1st indicating she has been "super busy" and I would get the pictures in two days and she will be in touch soon. I texted her again on July 6th letting her know I was concerned there were no pictures (even though my payment had gone through) and could she provide details on what is going on.She did send the pictures and said she had very personal family issues that took precedence. The pictures are terrible. Out of focus, faded colors like she used a filter. I reached back out to her letting her know I was upset. I have not heard back.

  Business Response

  Date: 07/30/2024

  To start, we are disappointed the client did not get the experience we strive to deliver. However, I will detail some things below that any photographer or professional understands and goes through when they provide a service that is dependent on weather conditions. 
  

  Starting with the haze from the summer heat and windy conditions, those are things that are not only out of our control, but as far as I am aware, no human being can control. When the summer days get as hot as they do in July, it creates a haze as the sun goes down that makes it nearly impossible for a camera to focus. There are heat waves and sun rays that cannot be edited out nor fixed as the contrast is thrown completely off. We have had to make adjustments to our schedule this year as the temperature has gotten so hot that a time slot that is normally considered the golden hour has now become extremely difficult to capture with the contrast issues. Additionally, there is no other outdoor setting in which the conditions can be changed by simply traveling across a street. We dont own a studio or weather controlled environment to have the luxury to move to when the summer heat is not cooperating with us. 
  

  This session was not unlike any other session that occurred that entire week during that specific time slot, and unfortunately we had to refund a few different families from that week as the pictures are just not acceptable enough quality to charge our clients. In addition to refunds, weve sent canvases, provided complementary return sessions free of charge, or rescheduled these sessions to make sure the client felt that we were making an effort to make up for this. 
  

  All of those families not only accepted any gestures or services that we offered, but many even refused a full refund and paid for our time spent not only taking the photos but attempting to edit them. We didnt expect nor require that, but that is the goodwill most people extend when circumstances out of their control create a less than ideal experience. Whether it be to accept a comp session, a canvas print to compensate for anything less than their complete satisfaction, or a refund, in the 5 years weve been operating on this island, this is the only time Ive ever experienced someone tear down my work or me as a person in order to get a refund that could have been asked for and happily granted, as mentioned above was done for 2 to 3 other clients that week. 
  

  Even after these actions were taken to discredit my skills and experience as a photographer, the first thing I did when I received this notice was provide a refund. It is very easy and simple to have that done, but since it wasnt communicated or expressed as such, I went ahead and did that myself. 
  

  Lastly, Id like to acknowledge we book all sessions through either email or our ******** page. We do not, under any circumstances book sessions or advise the client that texting a business owner is appropriate, nor the best way to communicate with someone who does not operate their business that way. I have a business partner and co-owner that handles such things, and separation of duties and specific roles are created entirely for this purpose, so things dont get missed or pass through an inbox that includes, business, personal, family and town council obligations. A text exchange is not appropriate for anything other than a logistical discussion on location/time and outlook on the session for that night. If all of our clients felt that entitlement to have me at their disposal the moment they required my attention, I wouldnt be able to run my business effectively. Luckily, this is an outlier, and not something that reflects my business nor my relationships Ive built with clients since 2019. 

  Im very disappointed we couldnt come to a similar understanding and simply had the session refunded and extended a complimentary shoot or canvas for the unfortunate result of less than ideal weather. 

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I have received the refund.  I object to being called unprofessional as she, the photographer wasn't answering me.  She prompted the text interaction. Thank you BBB for your help in securing a refund.  
  Sincerely,
  
  *********************