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:12/12/2022

  Type:Sales and Advertising 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.

  On 10/5/22 I had professional pictures done by this company. I had $250 gift card and spent $100 of my own money. I signed a contract which they didnt have a copy for me. They stated that within 2 weeks Id have samples and by December Id have my whole gallery. I didnt receive either. So I contacted the company and they responded say they sent them but would re send again. I asked what email to look out for so I could check my junk and regular email, there was no response. Since then on 10/6 Ive send messages on FB, IG, Email and on the website. No response from the owner. I searched my email history of my junk and trash with both of their listed emails and no results have come up. I am at a loss of what else I can do. I dont want to waste my money but theres no communication and its frustrating as these were going to be presents for the holidays.

  Business Response

  Date: 12/19/2022

  The customer had received a gift card through a school raffle I had donated to. She decided to add additional time and improve her package.  I had waived their rescheduling fee as they had to reschedule due to her boyfriend living upstate not being able to make it down on our original day. We did the session and everything went amazing. Her children were kind of scattered so I spent additional time with them at the park. They contracted me for up to 30 minutes and I was there for an hour and 15 minutes. I waived the additional time fees as we had fun and I wanted to make sure I could deliver a beautiful gallery to a mom who has never had professional images done. I had told them since it was my busy time I would try to get sneak peeks out in a couple weeks but I could not guarantee as it was during my busy season and I was already back logged. I stated I typically have a turn around time of **** weeks during busy season and I would reach out once the gallery was set. We had verbally gone through the contract word for word after the session and I stated I could send her a copy via scan or text, , she then declined and stated "we just went through it all so I know what's there, I trust you". I didn't not refuse a copy to my client and will be happy to provide a copy. 

  I Have been in communication with my client to let her know I was very sick and hadn't been "open"or in contact with anyone but was trying to catch up. I apologized profusely and even included additional images to make up for the delay in communication. She had emailed me , texted , and reached out on Facebook(my business page had recently switched and I was not receiving alerts. I had told her to text me with any issues as it's my base means of communication. The day she received her gallery is the day she made this review.  She has received her images , plus additional images , within my timeframe (although there is no mention of delivery window in our contract, just a verbal "typical delivery window but not a guarantee due to excess demand during the fall/holidays), and in align with my fall editing schedule. She thanked me , raved about the images and was happy to share how great they were and I was during the session to her friends and family. Her Instagram image is current one that I took during the session. 

   

  Since our session I have had covid , the flu twice , phemonia, and secondary infections(upper respiratory, sinus, and double ear infections). I had kept in contact when I was able to and even delivered the gallery via email which she stated she did not receive. Although I realize this is not an excuse, I was still able to provide the gallery , plus additional images within my timeframe .  This review was unwarranted and only delivered after she had received her gallery and praised me for the gallery and my work. I would attach more screenshots but can only attach the 4. She has her images and has been sharing them on social media.