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:05/01/2025

  Type:Service or Repair 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.

  We got married 8/17/24 and booked a package with 2 ************s, which we intended to have cover getting ready at two separate, sentimental locations. However, the second ************ did not show up, and from there, Yours Truly Media refused to work with us to an agreeable solution.On our wedding day, the ************s were due to begin at 1pm with a 12:30pm arrival per the details provided by ***. The 1st ************ showed up on time at the brides location, however, the 2nd was no where to be found and at this point, YTM had not yet communicated. It took several phone calls and an email over the next hour to the supposed "emergency number" to finally get a call back from *** an hour later, who didn't sound the least bit concerned. He said they were working diligently to source a replacement ************, however we never heard back from him or anyone at *** at any point the rest of the day. Keep in mind, this was a pre-planned getting ready event at a sentimental location to the groom, which instead of being a memorable experience, was spent by standing in the driveway frantically trying to get in touch with anyone at ***. To compound the frustration, our other ************ had no clue who the other ************ was and had no way to contact them or YTM.This resulted in delays to the rest of our ceremony and a video full of audio issues and other problems.Following our wedding, and knowing how horribly our videography experience played out, we at least felt some comfort in believing YTM would do what they could to make the situation right. Unfortunately that couldn't be further from the truth. They ultimately presented three options for "add on" services at no charge, which we were not interested in, but no actual compensation for the missing half of our booked videography package. They then called me a liar in response to our Googler review and claimed they did reimburse us and provide an alternate shooter, which they did not! ************.

• Initial Complaint

  Date:02/17/2025

  Type:Order 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 contracted with Yours Truly Media for our wedding in October 2024. According to the agreement, they were to provide two videographers and two photographers. While the videographers did arrive as scheduled, the photographers never arrived. This unexpected issue caused us to make last-minute changes to our entire wedding schedule, casting a significant shadow over the event. Unfortunately, my wife was unable to have any professional photographs taken during her preparations, or to capture special moments with her mother, which was of utmost importance to her. Furthermore, we were unable to secure high-quality family and wedding party photos.
  
  Upon requesting a refund for the photography services that were not provided, Yours Truly Media denied our request, claiming that we were in breach of the contract for bringing in other photographers. This statement is simply not true. The breach of contract occurred when their photographers failed to arrive at the agreed-upon time of 1 PM.
  
  Yours Truly Media further asserted that we did not allow them to fulfill the contract by hiring other photographers. Again, this is false. There was no action on our part that prevented their photographers from being present at 1 PM; they simply did not show up.
  
  We are not asking for a full refund but solely for the amount related to the undelivered photography services. It is disappointing that our legitimate request is being denied and that the accountability is being improperly placed on us.

  Business Response

  Date: 02/17/2025

  The refund is denied as we had a replacement team ready to go shortly after being notified that the photographers didn't make it. You declined the replacement team because you had brought on another photography company. We also had the videography team take any photographs needed during the getting ready portion so no moments were missed.

  Customer Answer

  Date: 02/17/2025

  Again, that is untrue. We were never told there was another crew lined up and waiting. We were told you were looking for another crew in Orlando and Tampa, which is 1.5 hours away from our venue meaning they wouldn’t have been there until 3:30, at best, and our wedding started at 4. We never did anything to prevent anyone from showing up. The last we heard from you guys was at 1:16 PM when Joe told us he would keep us updated, and then we never heard back. Once it was evident your crew wasn’t going to show up, my family and friends scrambled to find someone to come in and try to get some photos of our wedding, who wouldn’t do that? But none of that matters, you were in breach at 1:01 PM when your crew did not show up, it doesn’t matter what happens after that.

  A few things concerning the videographers taking some photos:

  - He explicitly told us he is not a professional photographer and didn’t have the right equipment, but he was going to “try his best”

  - The contract we signed was for two videographers and two photographers. We didn’t sign up for two videographers that would “try” to take photos. By not providing two professional photographers, you were in breach of our contract, again.

  - If he was taking the photos, who was taking the video? Are you saying the video we received wasn’t adequate because he was taking photos as well, because your photographers didn’t show up? Should we be asking for a refund for the full amount rather than just the photography portion?

  - Even if he did take photos, we have yet to receive any of them.

  We have all the call logs, and all the texts saved. We have witnesses that can recount everything that happened that day. I’m not sure why you’re being so difficult in giving us the refund we’re entitled to? All things considered, I feel like we’re being fair for what you put us through on our wedding day.

  Business Response

  Date: 02/18/2025

  You were told that we would be reaching out to available team members to get a replacement team to you as fast as possible. You asked how long that would take and you were given a range/estimate of time as a lot four team is in the Orlando/Tampa area. It was never said that we only have team members in those areas. When Joe called back, he spoke with a woman that had said that you guys already had another photography company, which was confirmed by our videography team. 

  As far as the comment by the videographer stating that he didn't have the proper equipment for photography, they were referring to the lighting set ups that would be used in low light situations like the reception. The cameras and lenses are the exact same. Also, you can do both at the same time, especially the getting ready. During that time we would film in short clips for details, etc. We would alternate between video clips and photos. That is what was done. 

  There isn't much left to say here. We wish you the best and this will be our last communication.

  Customer Answer

  Date: 02/22/2025

  Again, I don’t think you understand. Once your crew was not there at 1 PM, you were in breach. Nothing after that matters. Getting someone to drive in from Orlando/ Tampa and getting there at 3:30(best case) is not the contract we signed. Telling us you’re trying to find someone to come in does nothing at all. I expressed my concerns to Madison starting at 8:30 AM and couldn’t even get a call back. I was told over text “I don’t work on the weekends, but I’ve contacted the photographer”. How is that acceptable?

  As far as the videographer, what you said is simply not true. He said he’s not a professional photographer and did not have the right equipment. Also, we didn’t sign a contract for a dual videographer/photographer, we signed and paid for two videographers and two photographers, which you did not provide to us. For example, during our first look, he was recording the video, who was taking pictures? No one, because they never showed up.

  I reiterate, we are not being irrational, we are simply asking for a refund for the photography service you did not provide. Unfortunately, you are forcing us to take legal action now. We tried sending you demand letters via mail, email and through the portal but the mail and email bounced back and there was no response through the portal.
  

  Can you please send me an address where we can send our letter correspondence to? Or are you attempting to conceal yourselves from us as to avoid giving us the refund we’re entitled to, it seems like that’s what’s happening based off everything bouncing back to us. We really don’t want to turn this into a legal battle, but you leave us no choice and we have contacted multiple attorneys, all of which say the law is on our side. Which you are clearly aware of as you continue to dodge our demand letters that were sent via mail, email and the portal. 
  

  I look forward to getting an address so we can settle this once and for all.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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 was contracted for a videography job back in December 30, 2023 with invoice date of February 16, 2024. The contract was supposed to be paid in net 30 days. I have been requesting my payment for my completed service since then with no payment till this day, one entire year later. I have been told via several emails that I will receive the payment on October 2024. I am still being told today that "there is no movement." so I will not be receiving any payment.

• Initial Complaint

  Date:07/25/2024

  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.

  Booked photographer and videographer company in early March 2024 for our wedding in September 2024. The company made false promises and didnt fulfill any of their agreements in a timely manner. Company didnt respond to phone calls or numerous emails. Staff was rude and refused to assist us or provide manager that we could speak to to resolve our issues. We had to cancel due to fear they would continue to not deliver and ruin our wedding day and all of our memories. Company will not refund our 50% deposit and wants an additional 25% cancellation fee.

  Business Response

  Date: 08/14/2024

  Hi ******,

   

  We wanted to take some time to respond to your allegations that we made false promises. Not only are those allegations untrue, we even adjusted policies to fit your needs. 

   

  You demanded that you be introduced to your photo and video teams months before your wedding after being told that we introduce them around 30 days before. You not only demanded, but your fianc threw a tantrum and started crying on the phone and tried manipulating our project coordinator. 

   

  After that call we went ahead and had the team reach out, but that wasnt fast enough for you. You were extremely rude to the project coordinator, demanding we cancel your package. Then you demanded a manager, which the project coordinator told you that they were the manager. Per your signed contract the deposit is non refundable, there is also a cancellation fee of 25% that you are responsible for and refusing to pay. We are happy to

  Provide the BBB a copy of your executed contract as well. 

   

  Weve responded to every call and every email, including the ones where your fianc was throwing a tantrum. Weve done everything we can to help you, but nothing we did was good enough. 

   

  You decided to cancel and demanded your deposit back. You were told at the beginning before you booked that the deposit is non refundable, this is also listed on your signed contract because it holds the date. We reiterated this on the many calls and emails to you, to which your fianc had another tantrum. We wish you both the best in years to come, but we will not be refunding anything due to you wasting our time any holding a date that another couple could have booked. In

   

  Thank you,

  
  

  www.YoursTrulyMedia.com

  IG @yourstrulymedia

  7x Best of the Knot

  7x Wedding Wire Couples Choice

  3x Knot Hall of Fame

• Initial Complaint

  Date:04/29/2024

  Type:Order 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.

  Not paying their subcontractors

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair 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.

  I am getting married.I hired this company in Oct/Nov. of 2023 for engagement and wedding photography and paid them half of my invoice (roughly $3100) up front. I had a call from my contact on Nov. 25 & she told me I would be contacted by a photographer in a "few weeks" that was later clarified as 4 weeks (so by Dec. 23, 2023) to schedule engagement photos (I wanted to take them in Jan. to send save the dates in Feb.). I did not hear anything by then. I emailed Dec. 28th saying I had not heard anything. They replied saying they would reach out after following up with the team. I sent another follow up on Dec. 30. They replied on Jan. 2 that the team was out of office. Finally, I was assigned a photographer who reached out Jan. 4. At this time, she had only reached out to say hi and had not made an effort to schedule the photos. I need two months notice to take off work...so at this point it was too late to do that for photos to be taken in Jan. or Feb.I requested to cancel with the company because they did not meet their deadline which in turn caused me to not be able to get off time to even do the photos. I did NOT request my 3k deposit back as I knew it was non-refundable. However, the company is claiming I still owe them $700 because I broke my contract. However, I did not break my contract randomly...it was due to their not meeting and upholding what they claimed they would as a business. I do not owe them any more money. It is also worth noting that they already received 3k from me, and I got literally nothing in return...they did not need to put in any work and got money. No services, no photos...one phone call that lasted around 6 minutes.Also, my wedding is in October 2024. I ended the contract in January 2024. They have plenty of time to fill the date.

  Business Response

  Date: 03/01/2024

  When doing your engagement consultation at no time did you say you needed 2 months to request a day off. The only thing you mentioned about time frame was **************** timeframe, which we did accommodate. Also, regardless of your opinion on whether or not we can replace you in the date you booked, your contract says there is a cancelation fee for canceling. 

  Customer Answer

  Date: 03/01/2024

  I was unaware I needed to notify you of my work restrictions. I didnt think it would be a problem as the contact working with me said I would hear back initially within a few weeks which was later clarified as 4 weeks. 
  

  I believe the main issue here may be with the person who was in charge of setting things up with me. Im going based off of what she explicitly told me would happen. When I didnt hear from her and reached out a few time, and got a call from a higher up in the company, that person made a comment that she was out for some reason and she shouldnt have told me 4 weeks. Nonetheless, this is not my fault as the consumer. 
  

  I do not owe any more money because YTMs side of the contract and what was explicitly stated and emailed to me was not upheld. 
  

  Again, Ive already paid YTM a large sum of money and gotten nothing for it. Im not looking to leave poor reviews or harm the company in any way. I just want this resolved as I do not owe money. If I was cancelling for no reason, Id understand. However, I canceled solely due to lack of accurate communication and upholding what was told to me on YTMs part. 

  Business Response

  Date: 03/02/2024

  Unfortunately you do owe the cancelation fee. The contract clearly states this. You asked for the engagement session to be done in January/February and you were introduced to your photographer at that time. 

• Initial Complaint

  Date:02/14/2024

  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.

  Yours Truly Media has deceptive business practices. My Fiance and I planned to use them as our upcoming wedding photography vendor. Come to find out, they are a broker and hire third party contractors to do the actual photography work.We submitted payment to them on 4/22/2023.We requested a refund initially on 6/13/2023.They refused to communicate with me any further on 10/7/2023.

• Initial Complaint

  Date:12/21/2023

  Type:Order 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.

  This company claims their contract includes beautifully curated and edited pictures.So why did we receive pictures showing perspiration on my husbands face? Why are there shadows on our faces?If you do not have the knowledge, expertise, and capability to shoot high quality pictures of couples with melanin in their skin, you should state that upfront.We paid $6700 for wedding pictures that turned out worse than those taken by our guests on iPhones. Unacceptable!And then they will try to charge you for edits that should have been done before the photos were delivered to us.

• Initial Complaint

  Date:12/11/2023

  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 hired yours truly to shoot my rehearsal dinner on Aug 17th. The shooter showed up over 2 hours late and missed the part we had wanted filmed. I contacted the company a few days after the event requesting a refund and I also told the shorter that I would be doing so when I did see him.I was told a check would be sent within 60 days and it was not. It has now been 116 days. They owe me a total of ******* dollars.

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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.

  Company is not paying within the time they state in the contract for freelance work so months have gone by without pay. They even take weeks/months to reply to emails to give an explanation.