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:08/29/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I purchased a gift certificate for a portrait package from Hartong at a charity auction. My family spent two days in the first week of November 2021 working with Malinda Hartong and her husband, Glenn, taking family portraits for holiday cards, for family, and for our home. We spent one day in studio and one day outdoors. I contacted Hartong to schedule an editing session on 11/29/21 to be able to use our portraits for 2021 holiday cards and gifts. We scheduled a session, then rescheduled at Hartong's request. I attended an editing session at the studio 12/15/21. Malinda Hartong sold me prints, a canvas, a headshot, and a keepsake photo collection - more than I had planned to order. I paid approximately $2500, representing 50% of my order, on 12/15/21. Nothing was delivered in time for holiday gifts. I contacted Hartong to obtain one photo from our shoot for a family holiday card. Prints of the single photo were delivered, but nothing more. I texted Hartong twice in April 2022 to follow up about the remainder of the order. I emailed Hartong 4/29/22 to follow up about the order and received this response: "on the way VERY SHORTLY." I emailed Hartong 6/15/22, 7/20/22, 8/1/22 and texted (their preferred method of contact) as recently as 8/1/22. I have not received a response since April 2022. I requested a partial delivery of only the digital headshot, and still received no response. I left a voicemail, and finally sent a message via Instagram on 8/24/22. I have not received a response via text, email, phone, or social media. I paid for prints and digital files that I have never received, and I have been unsuccessful in reaching Hartong despite numerous, varied attempts to contact the studio. I would like to be made whole. I worry that the charity to whom the gift certificate was donated has been duped (as will be any future certificate holders) and that Hartong has obtained tax deductions for gift certificates that it has no intention of redeeming for actual value.