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:07/11/2024

  Type:Customer Service 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.

  Friday 4/26/24 Mr O*** was hired to take family photos in my home. He charged $100. I paid $140 to include tip. He was over 2 hours late, but took multiple photos of my family and I. Over 100 as there were 7 plus a dog. He took many poses. I was told the photos would be uploaded that weekend, by 4/28. No photos were uploaded. I contacted Mr O*** multiple times and was given multiple excuses as to why the photos were not complete. By 5/3 only 17 photos were in my gallery. Several duplicates with different backgrounds. The backgrounds look cheap and tacky. I did not have the opportunity to choose. I continued to reach out to Mr O*** and ask for several of the poses and photos that were missing. I was told he would have them done by the weekend of 5/24. 5/31, no additional photos were uploaded. He did not contact me Most of the ones that I did have look bad. We were not posed correctly, clothing looked out of place, poor editing, shiny faces. I’m partially cut out of one photo. I liked 3 photos but wanted to choose from the hundreds of poses that he took. I never got that option. 5/31 I sent him a text expressing my disappointment. At that time I requested half of my money to be returned. He again gave excuses and refused to return any money. He took no accountability for his actions. He sent 3 additional photos via text that look horrible. At this time I would like a full refund.

  Business Response

  Date: 07/11/2024

  Good afternoon, my name is Derrick O***. I am the Owner and Operator of Magnifying Moments Productions, LLC. This email is the response to the complaint of Mrs. **** ***** (Complaint #21970757)

  On April 23rd, Mrs. Romey reached out to me via ******** Messenger, asking if I am available for a photoshoot for her mother and family that was in town. My response was that I can do it Wednesday or Thursday, as I had another client already booked for another event.  She asked about Friday, to accommodate her, as since I thought she was a friend, I rearranged my schedule to the best of my ability. Screenshots below:

  After the messages, we exchanged phone numbers and she texted me her address. On the day of, yes indeed I was running late. Traffic and other obligations held me from arriving on time. I arrived at 3:57pm according to Google Maps. There were various text messages and phone calls with updates from both parties. I was there for approximately 2.5 hours. After the session it was explained to me that she would like to have the pictures back as soon as possible. So again, as a friend's request, I said I would work to fulfill her request, and have the link up to her shortly. 

  
  

  I did the link and texted it to her on Monday April 29. There were 7 initial poses there. By May 3rd there were 17 uploaded. Then the unthinkable happened and my laptop crashed. I had some old backups, but I could not handle the amount of volume. So I had to purchase a new laptop and install all the necessary applications and operations from the previous laptop. Once that was established, I told her that I would have the remaining pictures uploaded to the client's gallery by the end of that week, I believe around the end of the week (May 25). I uploaded the pictures and I thought that was the end of our business arrangement.  

  
  

  On June 3 I received a very unprofessional and disheartening text message from Mrs. Romey. I was shocked, and when I gathered information to see what caused her to react in such a way. I did realize that I uploaded the new pics to a different client portal. I offered my apology with this as it was me reinstalling software to a new computer. Her response was that basically calling me a liar and wanting a refund. I explained to her, for me to rearrange my schedule, that initially I charge $10.00 a pose and that every pose you downloaded, I should have charged way more than $100.00. She decided to pay a $40.00 tip. After the amount of energy used that during that time I felt like a refund of any kind wasn't warranted. 

  
  

  The link to the client portal:

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  Screenshot below:

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: 21970757
  
  
  
  I am rejecting this response because:

  My message to Me O*** was not unprofessional at all. I actually have included a sc***nshot of the message on my initial complaint. Mr O*** says that he was at my home for 2.5 hours. If he was there for that long why are there only 22 photos uploaded in the gallery? He did not take 2 hours to only take 22 photos. He took multiple photos with multiple poses that have not been uploaded. Photos of my niece and I, my son and I, my dog and I, my mother and I with multiple poses. For 5 weeks I have requested these photos and have had to request each time he uploaded a few photos. He took over 100 pictures and multiple poses. She did spend a lot of time with us, but where is the product. Where is my opportunity to choose what I like and don’t like? He downloaded what he wanted to, put cheap backgrounds behind them and did not give me the opportunity to choose or make adjustments. I should not have to chase a professional who I paid for the product. Many of the photos loaded are duplicates with different backgrounds. Faces shiny, bodies cut off, flip flops showing. Poor work. Poor communication. His busy schedule is not my concern nor was it discussed with me. What he should have charged me was not discussed. I paid what I was told to pay. He admits that he did not fulfill his obligation due to his personal issues. No fault of mine. I initially requested a partial refund which he denied and then blocked me. I now respectfully request a full refund of $140. The quality of the photos is poor. None of the photos on his page that advertise his business reflect any of these cheap backgrounds. As a paying customer, you should make this right. Not make excuses. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/12/2024

  I apologize for not meeting your expectations with my business. I strive to treat all clients with the same respect and dignity that I expect as a businessman. Improved communication from the beginning would have been beneficial, as I initially approached this as helping out a friend. Although the services have been completed, I regret to inform you that a refund will not be provided. I appreciate your feedback from yesterday regarding your experience with my services, and I will make revisions to some of them in the client portal.