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:07/09/2025

  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.

  Timeline of Events:- In January 2025, we consulted with ***** *. at Eivans for their photography and videography services for our Wedding on May 30th, 2025.- ***** communicated in our call an expectation that we would receive our edited Photos within 30 days and the edited videos within ***** days. - 30 days after the wedding date, Eivan's provided a proofing gallery of watermarked photos and only the ability to download 100 low-resolution photos. When we said we were fine with the proofs and asked if they could deliver the high resolution photos, they quoted a policy that we would receive them within 30 days after the expiration of the proofing gallery (which was in 90 days). This would imply not receiving the photos until 150 days after the wedding.- They justified this as defining "30 days from the event" as "30 days from the expiration of the proofing gallery". In our initial consultation, we interpreted "the event" (as we believe any reasonable person would) as 30 days from the wedding. They said we could have them delivered in a shorter time frame if we paid a "$1500 rush fee". Neither the rush fee, nor the 90 day length of the proofing gallery, were disclosed in anyway prior to our agreement to contract with *****'s.- When we responded that this was not in line with our expectations. They offered to 'waive the rush fee' if we signed an *** which threatened significant legal action if we were found to say anything negative about experience with Eivan's. This was further bad faith gesture as we also had no knowledge of the state of the video.- When stated why the *** was unacceptable, they referred us to customer relations. We requested all communication be kept in writing, CR tried to call anyways. When we re-stated in email our issues needing resolving, the CR agent threatened legal action if we "misused our freedom of speech".- We are simply seeking timely delivery of our photos in accordance with our expectations (***** days from the wedding).

  Business Response

  Date: 07/10/2025

  Hello ******,

  Customer relations department provided you with the available options to expedite processing your purchased package as a rush delivery by waiving all additional charges. Please continue to work with them within our accepted terms of service. Have a wonderful day.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23576396
  
  I am rejecting this response because: The offer to "waive the rush fee" was made in bad faith because it was accompanied with a restrictive NDA which would place my spouse and I in significant legal risk if we ever shared opinions about Eivan's which they perceived to be "negative", whether in good faith or not. We highly value our right to free speech and found the action of immediately responding to our inquiry by escalating with an NDA as "shady behavior", attempting to force us into compliance of writing a 'good review' (or at least not writing a bad one) by essentially holding our wedding photos (which we have paid for) as ******. This is ironic, given they easily could have earned a good review from us by just delivering the product we paid for to our satisfaction, under a completely reasonable timeframe (especially given, all of the edited wedding photos are clearly available to deliver, the 90 day wait tactic is a clear attempt to extract substantial sums of extra money from surprised couples).

  Further, we had not even received a sample of videography yet, and the *** would have required that we waive our rights for all past, present, and future complaints regarding Eivan's. Clearly, this would provide added risks if additional complications ended up arising with the videography. And given there were significant complications with the photo delivery timeframe, we are reasonable to expect that complications with the video delivery timeframe could very much arise as well. 

  Had Eivan's been upfront about their timeline procedures and rush fees before we booked with them, we certainly would have gone with another vendor for our photography and videography. We see *****'s delivery practice as deceptive, meant to induce the consumer into believing they are agreeing to a 30-day delivery timeframe, only to actually be signing up for a 150-day delivery timeframe (unless they 'pay up or shut up'). Based on our experience and good faith recommendation, we highly advise anyone who may be reading this complaint and is considering a photography vendor, or knows somebody who is considering a phtoography vendor, to steer clear of doing business with Eivan's.

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/11/2025

  Dear ******,

  
  We recommend you contact us upon your receipt of your approved edited video, within the stipulated timeframe outlined in our accepted terms of service, to help with any other issue you have.

  
  We extend our wishes for a pleasant weekend.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23576396
  
  I am rejecting this response because: Clearly per the business' response, *****'s is not providing any effort to remedy the situation.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 paid a deposit for a wedding photographer. My wedding is not until next year in November so this is more than a year in advance with notice.I was supposed to pay monthly but I was able to go ahead and pay in full. The event venue fell through and so I had to change venues to an area that they were not in.

  Business Response

  Date: 06/18/2025

  Dear *****,

  
  Thank you for contacting us via the Better Business Bureau. Our records indicate that our customer service department is actively working with you to resolve all outstanding concerns in accordance with our terms of service.

  
  We encourage you to continue collaborating with them to reach a mutually agreeable resolution.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 agreed to utilize Eivans Photo on May 16th, 2024 to shoot the footage of my wedding on March 15th, 2025 and provide me with a professional wedding video. A few weeks prior to the wedding, I contacted them with concerns that what they had advertised on their website did not appear to be the actual quality of work they were producing which was displayed on their social media platforms. I informed them that I felt deceived and they reported they would support me with my concerns. After the wedding, they provided me with an original undownloadable preview of my wedding video on 4-22 which was extremely poor quality and did not represent what they had advertised or promised. I requested a revision and was sent a second video on ***** which was 06:00 minutes long which again was not what was advertised or promised. I contacted them and they reported there was glitch in their system and that they would have to resend it. They resent another video undownloadable preview on 5-20 which was still very poor quality and did not live up to what they advertised or promised. i attempted to contact manager *** several times with no return calls to resolve this issue therefore I was unable to approve the video within 14 days so it went to archive. I contacted customer service and they informed me I would need to pay $900 to get it out of archive. I called the manager 3 more times and he finally picked up the phone. He reassured me everything would be okay and I would not be charged but I would need to sign a form first so they could release the footage to me. He emailed me the form and it is an Nondisclosure agreement. It states that if I do not disclose my negative experience with this company then they will release my video. I have attempted to contact them by email and call the customer relations department 7-8 more times and no response. I am disputing this with my bank because I have paid them in full of approx. $1600 and still cannot access my video.

  Business Response

  Date: 06/09/2025

  To Whom It May Concern:

  
  We are writing in response to the complaint filed by Kyleigh through the Better Business Bureau.

  
  Our records indicate that the revised video was sent to Kyleigh for approval on May 20, 2025, with an additional email reminder on May 24, 2025. As per our established terms of service, unapproved videos are subject to archiving, and an archiving fee is assessed for retrieval.

  
  As a gesture of goodwill, our customer service department waived the un-archiving fee for Kyleigh's account. However, ******* has subsequently engaged in a pattern of negative reviews across public forums and initiated a payment dispute for services rendered. These actions have resulted in a hold on *******'s account until all outstanding fees, including the reversal of the disputed payment, are settled.

  
  We encourage Kyleigh to contact us directly to resolve these outstanding issues. We are committed to reaching a fair and amicable resolution.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Eivan's Photography for take photos and videos of my wedding. They did a terrible job and didnt even take photos of big segments of my wedding and thats not even the issue. They wouldnt release my videos or photos unless I remove all negative reviews. When it came to my video they kept giving me a 1kb file. I kept going back and forth with them, dealing with their hostility, eventually I was able to download what seemed to be a 9.73GB file. That file never opened I thought its because I use a Mac. The exchange with this company was so hostile I dropped it and thought I need to get a PC. I finally got a hold of a Pc the file I downloaded is corrupt! They want me to pay $900 to give me my video! Its outrageous! They have not met their contractual obligation in providing me videos of my wedding. I am tiered of their bullying and Im left with no video documentation of my wedding. I believe they sent me a corrupt file on purpose to extort an extra $900 to download my video, I have been extorted enough by this ****************** 

  Business Response

  Date: 02/20/2025

  Hello ******,

  Please pay your overdue invoice of $2,192.49 & contact us to help you with any other issue. Have a great day.
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22967848
  
  I am rejecting this response because: Please reopen my complaint #******* as it was not resolved! I did not see the email in which the business answered. This business Eivan Photography are liars and I paid for the service in FULL upfront. They're withholding the release of my wedding video and extorting for me money that I don't owe them. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/04/2025

  Hello ******,

  Please consult with your husband as we are in communication with him now. Have a blessed day.

• Initial Complaint

  Date:01/02/2025

  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.

  Our experience with Eivans Photography was a disaster from start to finish. The salesperson was completely deceptive and failed to disclose numerous fees upfront. For instance, I requested the unedited pictures and videos, only to find out that each one costs $1,600a detail conveniently left out during the sales call.The quality of the deliverables was shockingly poor. Out of the 800 pictures delivered, maybe 20 were usable. The video was even worse, featuring bizarre angles and focusing unnecessarily on things like my dad's bald spot during the ceremony. The **** video quality promised in the contract turned out to be 1080p at 30fps, which looked pixelated and cheap when played on a 4K TV.They provided access to a gallery where all the photos were watermarked. They informed us that wed have to wait four months for the unwatermarked pictures or pay a $1,000 fee to access them earlier. This was infuriating, especially since it likely required more effort to add the watermarks in the first place.When I reached out to customer service, they immediately became defensive, citing the contract and claiming I had agreed to all of these terms. While some aspects, like the **** video, were mentioned in the contract, there was no disclosure of the hidden fees or the arbitrary waiting period for the unwatermarked photos. After several back-and-forth emails, they simply stopped respondingfive of my emails went unanswered over two weeks.When I mentioned the possibility of a credit card chargeback, they suddenly responded, copying their legal team and threatening me with additional fees. They later offered to waive the $1,000 fee for the unwatermarked photos, but only if I signed a legal agreement forbidding me from leaving negative reviews on any platform or social media. Eivans Photography operates like a scam company with predatory tactics, hidden fees, inflated prices, and subpar quality. Its hard to imagine how anyone working for them can sleep at night.

  Business Response

  Date: 01/03/2025

  Hello *******,

  We sent you a request to schedule a phone call with one of our management team members. Please respond to our request so that we can resolve your issues. Thanks.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22760429
  
  I reject this response, I do not wish to talk to your company at all. This is not a post to try to get anything from your company. I want this to be public so people could see the type of deceptive, predatory, unethical company you guys are running.
  

  Business Response

  Date: 01/06/2025

  Dear *******,

  
  Thank you for your feedback regarding our services. We take all reviews seriously and strive to provide clarity and resolution whenever possible.
  To ensure transparency, we will be responding publicly to your review with factual details about your event and a sample of the production from your special day. Additionally, we will be consulting with our legal counsel to evaluate any potential instances of defamation or slander contained in the review.
  If you wish to discuss this matter further or reconsider your actions, we encourage you to contact our customer service department directly. We are committed to addressing your concerns in a fair and constructive manner.
  Wishing you a Happy New Year,

  Customer Relations Department.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22760429
  Again, I do not wish to speak with your company. You do not care about feedback, you do not care about your ********s. You only care about making money in whatever deceptive or predatory way you can.

  I would love for you to post the quality of the work that you have delivered to me, but honestly you are probably going to only post a handful of decent pictures, I cant wait to reply with many of the bad pictures that you sent me.

  Do not threaten me with legal action because everything that I have said it's true and I am far from being the first ******** to complain about this.

   

• Initial Complaint

  Date:12/03/2024

  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 hired Eivans Photography for my wedding. They had great reviews and everyone said they were fast, beautiful, and helpful. None of those things are true. The pictures came out beautifully but they held them for months demanding I pay them an extra $1,500 to get the pictures. All the companies my friends used for their weddings got the photos back to them within 4-7days. I had to wait 15 weeks. I called, no one would answer. I emailed, no one would answer. I left voicemails, no one would respond. After about 3 months I finally got ahold of someone who said they would waive the fee and give me the pictures if I signed a waiver that said I could not sue or even write a bad review about anything they have done, are doing, or would do in the future. And even if it is something I was not yet aware of, I was not allowed to complain later if I found out about it later. I obviously cannot sign a document that says that u cant do anything if they dont give me my pictures as a way of getting my pictures. If they are shady enough to ask that, they are shady enough to abuse that. Finally a man named *** answered me and helped me get my photos of my **** wedding at the end of November. He promised to fix it and give me a free canvas print to apologize. But then when the time came for me to get the free print it came with the same waiver that is not allowing me or anyone else in my family, friends, colleagues, or anyone I know to say anything bad about their misdoings in the past, present, or future. Obviously I cannot sign that insulting waiver to accept their apology. Any reputable company would not accompany an apology with a gag order. I want everyone to know that working with them is nothing but a constant fight to get the product that you pay thousands of dollars for and they do everything in their power to extort you

  Business Response

  Date: 12/18/2024

  Dear Amily,

  
  We hope this message finds you well.
  We would like to clarify that our policies are designed to ensure fairness and consistency for all our valued clients. While we understand your concerns, we strive to honor the terms of our contractual agreements to maintain respect for all clients who adhere to them.
  Your account has been archived as your purchased package has been fulfilled in accordance with the agreement. We regret any misunderstanding this situation may have caused and assure you that our aim is to provide the best service possible while upholding our commitments.
  Thank you for your understanding. Please feel free to reach out if you have further questions or need assistance.

  Eivan's customer relations.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22634374
  
  I am rejecting this response because: their response says nothing. They are not explaining why they held my photos and video hostage and tried to extort me for $1,500 more dollars to receive a product I already paid for. It does not explain why they never met a promised dead line. It does not do anything to try to resolve or make amends for the grief they caused. It is just politics and nonsense to respond without actually doing anything honest or real. I feel scammed and betrayed and I want a real fix 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/19/2024

  Hello *****,

  
  Please refer to the contractual agreement you signed on January 15, 2024, in which you accepted our terms of service. Additionally, you received an instructional email on January 16, 2024, with the subject line "What to Expect Next," which explains the subsequent steps in detail.
  

  Have a blessed holiday season.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22634374
  
  I am rejecting this response because:

  I did sign a contract with you so I dont know why you tried to extort more money from me when I paid for what I signed up for. Also, I would love to see in the contract where you can lie about the date you will have things finished by and then need me to call and request the package I paid for several times before receiving it. I do not remember signing anything that says I need to force you to give me my pictures and video because you dont feel like handing them over 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/07/2024

  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 booked Eivan's for videography for our wedding in September 2024. We paid our balance of $1,611.99 before the wedding date. The videographer arrived to us over an hour late past his start time (per contract) during the reception told my husband he would stay longer since he arrived late. Never mentioned additional payments. At the end of the night the videographer came up to me, rather than my husband to sign paperwork and unfortunately, I signed it without reading it. We received an invoice of $939.38 5 days after our wedding. We responded and stated the videographer arrived late and told us he would stay later to make up for it. Unaware of additional fees, we stated we would pay the additional fees but not for the extended time. We spoke with the owner who told us that he could easily look at the time he started and get back to us. Since then we received a final notice or services would be canceled. They would not return our calls and I ended up writing a review. The owner finally answered our call and stated that it's in everyone's best interest that it be deleted. He stated we have 1 of 2 options, pay the invoice and in 6-8 weeks he will review the time the cameras started (even though he stated its easy to look into) or we allow it to build interest and still need to pay it. The next day, we received an invoice of $1,061.39. My husband started to get nervous and ended up putting it onto a credit card and hoped that in 6-8 weeks we will be able to rectify this situation. Within 34hours we received the video. Not only did he lie about the time frame, it was a horrible video. My husband called him that day and they scheduled a phone call today at noon. The owner was an hour late. The owner told my husband that the cameras started at 12:34pm and my husband stated he was supposed to start at 11am. The owner stated that we can pay an extra $500 for an extra hour of video footage but he has no other option for us because its our word against his.

  Business Response

  Date: 11/08/2024

  Dear Madison, 
  Thank you for taking the time to share your experience the BBB, as we truly value all feedback from our clients.However, we feel its essential to clarify some critical inaccuracies in your claims to ensure transparency.
  We have verified the timestamps on the footage, which confirm that the videographer provided additional hours beyond the scheduled timeline and we are ready to show actual proofs for that.Its our policy to confirm any additional time with clients in writing prior to invoicing to avoid misunderstandings. We have made multiple attempts to explain these details to you directly in response to your calls and emails. We offered flexibility in addressing your concerns, but your refusal to pay for the additional hours worked led us to take the necessary steps to resolve the matter.
  We strongly urge you and your friends to refrain from posting false statements about our brand. We are committed to defending the facts and will continue to respond to reviews with honesty,transparency, and professionalism.
  We remain open to further clarifying any lingering misunderstandings in a professional manner.

  Customer Answer

  Date: 11/11/2024

  
  Complaint: 22526941
  
  I am rejecting this response because: First of all, I have every right as a customer to make a negative review on your company, especially to help other couples from using your services. You have plenty of customers that have made very negative reviews towards your company, the list goes on. I have not made any comments since bringing this to BBB.

  Second off, We did pay the additional payments as you stated that within 6-8 weeks you would be able to "view" the time stamps and after the first interest charge we made the payment as you stated as the "owner" that we would be able to rectify the situation. The "time stamps" that the "owner" provided to my husband over the phone after we already made the payment was a start time of 12:34pm and the videographer was expected to arrive at 11am. Again, he stated he would stay longer without any additional charges brought up due to being so late. He had me sign a document at the end of the night, which I didn't read but I haven't denied that I didn't sign that.

  
  If you want to continue with us paying for extra time, that is fine but charging us 10 hours of service when your videographer was only present for 8 hours and 26 minutes is unethical.

  
  We should be getting reimbursed for 1 hour and 34 minutes as well as reimbursed the interest fee as the "owner" stated if our complaint was legitimate; as in the videographer showing up past his start time (per contract) of 1 hour and 34 minutes, we will be able to rectify this situation. Instead, the "owner" stated the best he could do for us is give us an extra hour of video footage for an additional charge of $500. We will not be going with that direction as we deserve to be reimbursed of payments that were not met on the companies end.
  
  
  ******************************************

  Business Response

  Date: 11/11/2024

  Hello Madison,

  We regret to tell you that the facts of your event charges prove contrary to what you are listing in your complaint. We will soon be responding publicly to your reviews listing the facts of your charges and forwarding your file to our legal counsel seeking damages for the attacks on our brand by you and your friends. You will soon be hearing from our legal department.
  

  Have a blessed day. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22526941
  
  I am rejecting this response because: Everyone has a right of freedom of speech. I was never the one handeling the contract to begin with. My husband booked you and signed the iniral contract. We never once requested additional services, instead your 3rd party videoaugrapher asked me at the end of the night to sign something I wasn't aware of signing. You can get legal involved, as we will as well. 
  

  Have a blessed day.

  
  Sincerely,
  
  Madison *******

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased the service for $1,600 for 4 hours of photos and video. After the photo's and video was taken I was informed that if i wanted the photos they were behind a paywall. Each photo cost $50 to download. I called to ask what service did I get from the photographer and they informed me that I would not get any of the digital photos. If I wanted all of the digital photos that were available online it would cost over $2,500. When I paid for the shipping it cost an additional $110. If you do not download your files within 2 weeks they charge you another $900 for "Storage fees". This business is taking advantage of the fact that they are the only ones with the video and photos. There is no option but to deal with their exuberant prices. It was not clear at all that $1600 would not include any digital photos. This needs to be clearly communicated instead of hiding it in the contract. It is assumed based on the service that when you purchase a photographer you will get photos. Clients should not have to read the entire contract to find out that they will receive 0 digital photos. What you will notice in the "Price and Packages" section of the supporting documents is that it says we will get a "Private online photo gallery" and "unlimited photos and video captured". A reasonable interpretation of this advertisement is that we would receive the digital photos. The gallery goes away and all the photos have the trademark over them.

  Business Response

  Date: 09/10/2024

  Hello Cort,

  Upon checking your account, we realized that the customer service department are trying to help you by offering you big discounts on the items not included in your purchased package. Please continue working with them positively prior the the expiration of your wedding gallery. Have a blessed day.

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  *****'s was selected as our photographer for our wedding in May of 2025. We paid them the full amount of $2,299. We reached out to *****'s as we changed the date of our wedding by one day. *****'s indicated they would charge us $750 to change the date. I asked for that fee to be waived as it is so far out and is only one day. They said they would do that if I signed a release. I looked at the release and it was very over-reaching. It included provisions that have nothing to do with the issue at hand. For example, we are asked to waive the right to post any negative reviews about the company, violation of which will include a $500 per day fine for the reviews. I was not comfortable signing this. They said I can sign it or pay the $750 change fee. I told them I am not comfortable doing business with them as I view this practice as unethical and would like a refund so we can part ways. They said they do not do refunds and informed me if I attempt to dispute the charges, they would charge us a $500 chargeback fee (plus more charges should the dispute go in their favor). This is all highly unethical. I simply want my money back as no services whatsoever have been rendered (and won't be for almost a year) as I am not comfortable doing business with them.

  Business Response

  Date: 08/03/2024

  Hello ****,

  Our events department manager is working with you to resolve all issues within our accepted terms of service. Please continue working positively with him to avoid additional unnecessary fees.

  Have a great day.

• Initial Complaint

  Date:07/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Charged us $300 because their employee quit so they had to send a videographer from ******* and we had to pay travel costs. Now our video package was a corrupt file and they want us to pay another $920 to resend the file.

  Customer Answer

  Date: 07/28/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************