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:10/08/2024

  Type:Product 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.

  We hired them for our wedding 8/31. We paid for 6 hrs of coverage & paid extra for bridal photos. We received 382 photos (1/2 is the exact same photos but in b&w so 191 photos that aren’t just turned into b&w where we were supposed to be getting 200+ photos even before I added the bridal photos). During the wedding my husband and I both said how much we LOVED their vibe. It only was once we received our full album that we were disappointed not only with quality but also with the responses from the owners. Sean told me practically I shouldn’t zoom into any photos (can’t even crop photos for large prints) nor should I print large prints since it will make them too blown out (I couldn’t get our normal 16x 20 or 18x24) he also fussed that I messaged them after business hours (********* responded after buisness hours- rudely at that, laughing (saying ahahahha that’s what they’re supposed to look like from a professional high grade camera) at me saying I think they uploaded them incorrectly due to them being all blurry). Sean told me practically I shouldn’t zoom into any photos (can’t even crop photos for large prints) nor should I print large prints since it will make them too blown out (I couldn’t get our normal 16x 20 or 18x24) he also fussed that I messaged them after business hours (********* responded after buisness hours- rudely at that, laughing (saying ahahahha that’s what they’re supposed to look like from a professional high grade camera) at me saying I think they uploaded them incorrectly due to them being all blurry). i was told to sharpen ny own photos and get ***** ai to sharpen then if that didnt work. He did offer to sharpen 10 pics then charge for any others. The fact they couldnt/ wouldnt fix their out of focus images when asked is insane. Their packages i paid for were 6hrs for 200+ photos then added a bridal portrait package. By the end of my album they just gave up and didnt edit them at all.

  Business Response

  Date: 10/13/2024

  Issue 1 (coverage and photo amount): We provided 7+hrs of coverage although agreed amount was 6. In the contract (article III) we agreed to deliver 200+ "edited" photos. This means amount delivered and edited to how we see fit. Black and white and full color versions of the same photo count as two (2) edited photos. Full amount of photos were delivered on ********. Total number of photos was 382. Total number of black and white photos were 49. We, as a courtesy, verbally decided not to charge the full $50.00 late fee seen in article IX.Issue 2 (printing and photo alterations): How we deliver the photos are how they are meant to be viewed. In the contract (article V) we expressly state we are only charging for the services provided. Any printing (or alterations to print such as super scaling an image) are either charged by us or a third party for the additional services. The resolution the images were captured at was around 24 megapixels. For printing recommendations: "The image above was taken with a 24 megapixel camera. (1 megapixel = 1 million pixels) At 300 ppi a full size image will print at 20 x 13.3 inches. If you want to make a bigger print (at 300 ppi), there aren't enough pixels, and the missing pixels will have to be invented by interpolation. This will inevitably degrade the image, which may or may not be acceptable." - Fine Art Photography by *** ********. The client complained about wanting to print larger than the recommended size. The client never inquired about our cameras resolution nor ability to print at all. Due to article V in the contract this is a personal matter not related to the company unless we agree to take on additional work from the client to print the image or increase the resolution. We offered to super scale 10 images for free as a professional courtesy. The client has yet to take us up on this free offer. Issue 3 (comments): the client expressed we stated ruse comments. No comment was meant to belittle the client or intended as rude. We were somewhat confused as what the client was even complaining about. As first we thought it was about the depth of field, after further conversation it appeared it was about resolution/the use of a black mist filter. The client was complaining about the inability to zoom in 4x multiples. The client also made multiple defaming posts on social media where many other photographers privately messaged us and reassuring us that we did nothing wrong. Final remarks: We stayed longer at the event than we were required and delivered almost double the agreed upon photos. Since these were the terms of the contract and we are in no way affiliated with printing, we deny the request for a refund. Further documentation can be provided at request.

  Customer Answer

  Date: 10/14/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1. The filter was never agreed or brought up before the wedding, nor was it shown in previous work own portfolio. 2. Even with the filter it should be clear, as shown by other professional photographers responses.3. I never “defamed” you. I literally have a review for a service I received from your business- quite similar if not exact to this complaint/review. 
  4. I attatched one of the comments that made me feel as if my worries weren’t heard or valid. You also on the phone told me I shouldn’t be contacting you “business” outside of business hours although your wife/ business partner responded. As a business you shouldn’t be asking people to not message you especially when they aren’t happy with your work. You as the owner, shouldn’t respond past your hours if that is what you want. You also kept telling me since I was interrupting that you wouldn’t help, so I stopped  and asked for you to sharpen the images so they would be focused on me not walls or my flowers, random guest shoes or bellies etc. 5. ALOT OF MY PHOTOS ARE UNFOCUSED, ITS NOT THAT THEY WONT PRINT, THEYRE FOCUSED ON WALLS OR MY FLOWERS, OR WVEN SHOES ETC  Also, as a PHOTOGRAPHY business, of course it’s not your job to ensure printing looks fabulous, but your photos should print without issues of blurring. 6. YOU SHOULD NEVER TELL A CLIENT IF THEY WANT IT CLEARER THEY SHOULD DOWNLOAD ***** ** OR SHARPEN IT THEMSELVES OFFER TO FOX IT YOURSELF INSTEAD YOU SAID ILL SHARPEN 10 FOR FREE THEN CHARGE  FOR MORE
  Regards,
  
  ******* ************* 

  Business Response

  Date: 10/25/2024

  1. Any filter, edit choice, pose, composition, or other creative choice falls under artistic license and my personal style unless a deviation from my general style is explicitly talked conversed. I have used that filter and similar filters/effects on my portfolio. Before the bridal portraits I even verbally made you aware of the use of the filter and told you it would have a "soft look and make your skin glow". You then verbally agreed upon the use of the filter. 2. The photos are definitely clear. Some photos were taken with different variation with different focus points. This is again a creative choice that only leaves the client with more options to choose from. I noticed you seem to have mixed responses in the comments section of your post. I'm not exactly sure what your point is here as you have yet to prove that photos were "ruined" or "unusable". I also have many professional photographers claiming the opposite of your argument. 3. Reviews are completely exactable. "the action of damaging the good reputation of someone; slander or libel." - Oxford English Dictionary. You have committed libel defamation. False statements that damage my reputation, my wife's reputation, and our company's reputation. These statements were attached in the last post and refer to things such as you claiming half the photos were out of focus, and half the photos were black and white. Both statements I have proven to be untrue.4. I have previously responded to the outside of hours comments. Again you were interrupting me and I cannot provide any kind of customer support if you refuse to let me articulate my thoughts. Again I am under no obligation to do any extra work nor pay for tools to enhance your photos as per article V, and article X section d of the contract you signed. 5. I have explained some of the unfocused photos are for sentimental value and if you simply wanted to see the moment. There are variations of every photo that are in focus. It is simply my job to make sure digital photos look good on a digital medium as per article V of the contract you signed. I take an effort to make sure they look good when printed, but due to technological constraints printing over a certain size will come with degradation and I cannot prevent that. I have attached large print photos from another client. They had absolutely no complaints.6. I absolutely can per article V, and article X section d of the contract you signed. I am not obligated to change how I normally operate due to your specific needs, which you never prefaced to us. You apologized for the original posts you have made about us and said that you were sorry and that your actions were rash and out of frustration. I am giving you a second chance to take down all ******** posts (and any other social media posts) about myself, my wife, or our company. Any further actions will result in a cease and desist from our lawyer. We reserve the right to take further legal action based off of these posts.