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Business Profile

Video Editing

iMemories

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Editing.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/13/2024

    Type:Product Issues
    Status:
    Answered
    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.
    imemories advertises digital conversion of a videotape for $14.99 on their website. When you go to order this conversion, which I did on August 19, 2024, you think you are ordering a conversion for that price but in actuality, you are paying for a box to send the videotape to the company. After receipt of the videotape, the cheapest price to complete my order was almost $50.00. I complained to the company, which patronized me with repeatedly saying I was "confused" and they would help and gave a 800 number. This 800 number was another sales pitch for a life alert system and offered no human assistance. The link i memories provided gave no information on return of my tape. I am asking imemories to promptly return my VHS tape.

  • Initial Complaint

    Date:11/30/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Date of Transaction 11/1/2023 Paid for shipping of home videos to iMemories for $16.23 Date of Transaction 11/18/2023 iMemories converted a *** and a Tape into Electronic Home Videos for $81.70 The quality of the conversion was not professional. Instead of two electronic files, they sent me 18 MP4 files for the *** and 8 MP4 files for the Tape. I would have expected 1 electronic file for each the *** and the Tape. When viewing the home movies on a streaming app, each MP4 would play and then the screen would freeze and there was no option to continuously view the home movie, which was how the two media were originally, the *** and the Tape. The sound was muffled on the *** files. There was one of the 8 MP4 files on the tape that was fuzzy - not from focus but from bad coversion. I'd like my money refunded so I can go somewhere else to have a more professional quality conversion done.

  • Initial Complaint

    Date:11/24/2023

    Type:Order Issues
    Status:
    Answered
    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 feel like I was completely mislead by iMemories - I paid this company over $250 to digitize my old VHS cassettes and I went to look at them today and they are GONE I was completely mislead that unless you purchase a $8. Month subscription for their cloud service you cannot access your digitized files!!!! A complete rip off!!I thought that the cloud services was just for sharing the files with others - the app is completely useless now and all my files are gone!! I am livid !! In fact I was just bragging today to my sister about the service and she was going to do well over 50 tapes but Ill be sure to tell her what a rip off it is - I want what I paid for - access to all my memories without paying another dime!!

    Business Response

    Date: 11/30/2023

    Hi *****, 

    Thank you for taking the time to speak with me back on 11/27/23! We discussed some of our options aside from the cloud storage like downloading, DVDs, and USB drive. It sounds like the drive will work best for you, I have sent over an email with my direct number so we can correspond on getting that created. We appreciate any opportunity to help, the account is now open and accessible for another month, but don't hesitate to reach out if there is anything I can do. 

     

    Kind regards,

    ***************************
    iMemories Customer Relations

  • Initial Complaint

    Date:09/15/2023

    Type:Billing Issues
    Status:
    Answered
    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 paid $78 to convert 5 videos to digital format which I received on 8/1/23. I was able to view this, electronically and was not aware that these digitalized videos were only temporarily available to me.As of 9/10/23, imemories informs me that I must pay $8/month if I want to continue to have access to viewing my videos. I receive nothing at all for my $78 for this company except to view my videos for 30 days.Imemories did not clearly communicate the plan to me when I mailed my videos to them nor upon receiving my digitalized videos.I, now have lost my precious memories unless I allow this company to force payment from me.

    Business Response

    Date: 09/18/2023

    Hi ****, 

    We can definitely help! Every order comes with 30 days of account access which includes free downloading. We've extended your account access to 10/16/23 to complete downloads or order DVDs/USB drive. After the 30 days you have the option to subscribe for continued access and storage for $7.99/month or $49.99/year. Otherwise, the account will go inactive and after extended inactivity we move toward deleting the files we have stored. If not subscribing it will be important to make your own adequate backups. Please reach out for assistance with downloads, DVDs, or drives if needed at **************.

     


    Thank you,

    ***************************
    iMemories Customer Relations 

iMemories is NOT a BBB Accredited Business.

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