Beach Boyz DJ Service Inc.

Initial Business Response /* (1000, 8, 2016/02/19) */
In response to Mrs. [redacted]'s complaint I'd like to say that first we take any instance of customer not being satisfied very seriously which is evident in the amount of communication that was shared. We have emailed, spoke with and met with this...

client multiple times & spent a large amount of time working on correcting any issues.
There are many portions of this complaint that are simply un-true of which I have evidence that clearly supports our stance.
To start with the complaint on her DJ. She claims she was given an inexperienced DJ who did not act professionally and breeched their contract. She also claims that they did not agree on compensation. First the DJ they had assigned was Sean who has been with us for over 7 years and has performed at hundreds of weddings. By no means did they get a trainee or inexperienced DJ. Sean has a long list of rave reviews and is a great employee. The only problem they had listed with us with the DJ was a computer error that causes a short term skipping of songs. The issues was fixed that night and we apologized for the computer lag immediately. The client asked for a $300 refund and was given it as part of their $500 total settlement. The email where she requested this amount and we agreed on it is attached.
For the Videography portion of the complaint we disagree strongly. I've also attached at the bottom of this a link to the video for your review for direct evidence contradicting her claims.
First she booked our "documentary package". This package includes ONE videographer with a camera & a 2nd stand alone camera for back up shots. It only includes footage of the ceremony & the reception as noted in the package details attached. The client claims the package comes with unlimited footage. This is nowhere noted in any of our materials. There are very specific parameters of what are included with this package. She claims she was told "no" to specifics she wanted captured. This package is our base package & the items she requested are not included in the package. This is due to the limitations of only having ONE videographer. Our information specifically has a higher package for those that want full coverage of the day. The Documentary package is to solely document the ceremony & reception, not the photo shoot in between, cocktails at a different location, before shots of the bride or groom, etc. The package includes shots of the church before which are clearly present, the full ceremony which is clearly present & the reception including shots of the hall set up prior to guests which is fully present. With one videographer it can not include the photo shoot between or cocktails at a different location. The solo videographer must leave directly after the recessional to get the room set up prior to guests arriving & be prepped for the reception introductions which he fully did as shown in the video.
She also claims that the 4 cameras we had did not give her good coverage & complains of the quality of one of the cameras. This package comes with only 2 cameras. We sometimes take additional solely for our own back up at our discretion. We took 2 extra cameras with no cost for our own benefit. These were not included & were bonus footage. The only two cameras that are included are one manned camera at the front of the church & one from a back location getting a static shot of the alter as a cut to camera for the ceremony. Both of these are clearly present & in place. We also specifically state in our contract (attached) that the raw footage (unedited) is solely for our use to produce the final video & offer it to the client to have if they want but will include moments of bad video. This is not from a lack of professionalism but is necessary to produce a final video. The cameras are run continuously to that they stay synced. If they move during the ceremony or something moves in front of the camera the raw footage has it. The point is to use all the available footage to produce their final product, which if you watch is clear & without the problems she refers to.
She also claims that we did not get any of her walking down the aisle. This is untrue as seen in the video. We do agree that at points two of the cameras were obstructed at moments but that is beyond our control. If you watch the final video you can see these moments. Our videographer is positioned in the only spot he can be at the front of the aisle. The photographer is on the right of the aisle our guy is on the left at the edge of the aisle as he can not stand in front of the priest to get a fully clean shot of her coming down. As the doors to the church open a guest stands directly in front of his camera, at the same time the priest walks directly in front of our back up camera on the alter (that camera was added by us as an extra at no charge without any knowledge of the client solely to attempt to cover the event the best we could). The videographer instantly adjusted his position as shown in the video from the other cameras angle & continues filming. There is a short time of her walking down the aisle that is blocked by guests but the rest is caught and is clearly shown in the video. This church had no other midpoint to capture this without obstruction and is clearly out of our control even with multiple "extra cameras" given to them. At a live event we can not control movement of guests or officiants and more so it is not proper in any way for us to stop a priest from his path or block an aisle just to get a shot. the integrity of the event comes first. Still her claim that we did not get any of her walking down the aisle from any camera is clearly false from the final video.
she claimed we didn't get any of her walking out of the church. With this package once the recessional is done the SOLO videographer must immediately pack up to get to the reception site before any guests arrive to get clean shots of the room which he clearly did on the video.
The sparkler send off at the end of the night was a complaint that was missed. Attached is the info sheet for the video shoot. Nowhere did the client mention this event. Once the videographer gets his final dance footage they are finished unless we are directed otherwise. We did not have any indication of this event as shown in the pre-shoot instructions she gave us.
She claims we got no footage of the pianist, cocktail hour or extravagant decorations. The cocktail was in a different location. With a ONE person shoot we only can get coverage of the ceremony and reception locations. While they were in a different part of the site for cocktails our videographer was fulfilling our obligations of getting the decorations, cake and hall shots of the reception as clearly shown on the video.
She also claims we only took pictures of the back of the cake which was clearly wrong because there was a bow and a monogram on the front. The shots of the cake in the final video attached clearly show only the front of the cake with the monogram and bow. I'm not sure how this is not seen.
She claims bad audio for the readers. Only the Groom is mic'd in this package.
For the cake cutting she claims our videographer was out of place and only shot the back of them. The videographer the first to set up for this and was behind the cake to get the shot. This is where both the photographer and him should be set up. If they set up in front of the couple they block the whole event for the crowd. The photographer came in after the video rig was in place and directed them from the front. This is not correct positioning as he is blocking the view of the guests. Again this is a live shoot. Should we had tried to move the rig to the new shoot angle once the event started the whole shot would've been missed. If you watch this the photographer could've easily stayed next to the video & given the crowd a full view while they cut the cake looking at us. Our guy was in position early, was ready for the event and still with this got the close up shot of them sharing the cake.
She claimed we did not get full video clips of guests giving toasts. This also is not included in a ONE person shoot but he agreed to set up and try to get some. If the only videographer sets up an interview spot for an extended time he will miss the rest of the events going on inside. With this he still managed to get over 8 toasts which is standard as most guests don't want to go out to give the toasts. He is very limited with how long he can wait risking missing other events.
Even with these discrepancies we met with them to get a list of items they wanted changed and did so in 7 days (attached). We gave them an additional $200 to cover any disappointed for the video even though it was out of our control. We fully disagree with the complaint & I can be contacted at any time to discuss fully.
The link to the full video is: [redacted]