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:08/03/2022

  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.

  Because many of our family members and friends could not attend our April Santa Fe wedding due to COVID, I hired ****** and Clearshot Productions LLC to provide a livestream of the ceremony and create a video.at a cost of $2,500. I was offered a $500 discount on signing the contract - which I will explain, was never honored.
  As the wedding began ****** lost internet connection, although no other guests or staff had connection issues,
  He did not meet the contracted deadline of a final product in 6 weeks. At one point he commented "Your video was hardly late..." What arrived late was a strange mishmash of shots with the Clearshot logo stuck in the middle. I complained and ****** agreed to make changes. What followed was three months of frustration on my part and lack of action on his, ****** had agreed to changes, and new deadlines but did not produce. At one point he blamed the delay on my sending additional audio - which he had requested. His excuses included that while he had not given me what he promised, he had given me more. I had to contact him regularly to ask about his progress. Each time I inquired he was "almost finished", and it would be "great."
  I will attach a condensed version of pages of emails documenting our discussions and his empty promises,
  Clearly the money I paid ****** was wasted, He eventually offered and gave me a $500 refund for my "trouble" but never honored the $500 discount he promised at the start and included in our contract. I have given up hope of getting a quality video from ****** and have now hired a new company to produce a video - using our wedding photographs - that we can be proud to share. However, I still want him to finish the job I paid for and refund the $500 discount he promised,

  Business Response

  Date: 08/03/2022

  Hey there!

  Thank you for your business, even though our final product may not be all you had hoped for, I assure you we gave it our best efforts, we have gone above and beyond to serve you on your wedding day and months after as we provided many additional production services at absolutely no cost. You’re final revision has been sent over, and we have already sent over a refund of $500 plus tax. We apologize for any inconveniences and we hope nothing but the best for ya! Enjoy your video!

  Customer Answer

  Date: 08/11/2022

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

  Dear ******,
  
  Thank you for your response to my complaint #********. Unfortunately the information provided to you ****** **** is not totally accurate and does not address my requested resolution. Perhaps I did not explain the situation clearly. 
  
  Below are some additional details about critical information included in the complaint and document I submitted on 8/1/22:
  
  * I hired Clearshot Production during a phone call on 2/18/22. Part of my reason for doing so was the offer / lure of a $500 “Diamond Discount.”
  
  * On that date I provided him my credit card information to pay his required $500 deposit. 
  
  * In March I requested an invoice from ****** so I could track my payments. The invoice I received from Clearshot Productions explained my total cost for his services was $2,157.50. I have attached a copy of this invoice. 
  
  * In mid-March ****** ***** billed me a total of $2,696.38, which I paid. At theme I thought the amount didn’t seem right, but we were in the final days of wedding planning and bill paying, and I didn’t question it. In retrospect I believe he had failed to include either the $500 deposit or the $500 “Diamond Discount” in the balance he said I owed. 
  
  * The sad story of his failed livestream, our trying to get a decent video, and his many broken promises of delivery is detailed in the attachment I submitted and speaks volumes about his poor customer service. 
  
  * On May 30, after much prodding on my art, I complained to ****** about his failure to meet the contract date to deliver the video. He offered me a $500 refund “for my inconvenience.” I eventually accepted that refund but at that time also reminded him of his failure to honor my $500 “Diamond Discount”. I told him I felt this “refund” was merely the original promised discount and was not adequate under the situation. 
  
  ****** ***** did finally deliver a video the day I submitted my complaint - once again, three and a half month past the contracted date and a day later than his last promise. That part of my complaint is finally resolved, such as it is. 
  
  However, the requested billing adjustment is not resolved. The bottom line is: I was billed for and payed $2,696.38.  But as you can see from his invoice, I actually only owed $2157.50. He still owes me that $500 for the promised “Diamond Discount.”
  
  ****** also canceled my contract on 8/2/22, after telling me he didn’t have a contract with me. I can provide you a copy of the contract but I suspect you will be more interested in the cancellation. I have attached his “notice of the cancellation” for your review as well 
  
  ***** *******
  

  Business Response

  Date: 09/08/2022

  At this point we have done all we can to provide the best service possible under these circumstances. Thank you for choosing Clearshot, and we hope you enjoy all of the content we have sent over.