Bella Rose Photography

The reason for the delay was a change in videographers and severe health issues. Given your grandfathers condition I am sure you can relate to serious health issues. My husband almost died and truth be told hat came first. I will be providing the video as promised.

You have received the digital images. Please provide the contract for the prints as the extremely discounted package did NOT include prints.

I am rejecting this...

response because:Owner only after the Revdex.com complaint has said the canvas is at their office. No previous attempts to communicate about canvas arrival were made. Owner was notified on 4/9/16 that there was audio missing. Owner said in Revdex.com response "Audio quality is not guaranteed",this is not complaint of audio quality. It is complaint that there is no audio (no sound at all-video only between 3:57-6:57 in the dance file). Owner has said she will "look" at the video but has no promise to fix the problem. It has been 55 days (since 4/9/16) with no solution to missing audio. After 55 days of no progress we do not believe the owner is acting in good faith to solve the problem.

I am rejecting this response because:
While we do not have the contract readily available as we are in the process of moving, I know it does not state word for word that you will be providing the first look footage in the contract. However, the first time I met with you in your office, you verbally stated you would be providing us with that footage. During that time, I explained how we were extremely nervous because we didn't have a photographer/videographer booked at that point, as the wedding was just a couple months away. I was so appreciative of your willingness to work with us and ensure our special day would be captured stress-free. Apparently I was wrong, as we are having to try and get the rest of what we paid for almost a year later. Our first look was an extremely special moment for [redacted] and I (hence why I wanted it on film) so if you are not going to be providing us with that, I am very regretful we had you and Jesse in the room to share that moment with us.   In your last response, you never addressed why I cannot open the link to download my father’s speech. I am still waiting for that. Out of everything else, we were promised to receive his speech.  Lastly, because I went to school for broadcasting and created packages for the news, I know how downloading, editing and sending the footage works. While it does take time and work (there's no denying that), it should not take almost a year to finish the job.  This was the most important day of our lives. I am so disappointed you’re requesting to see the contract versus sending us the rest of the video and ensuring we are 100% satisfied with your service and finished product. This is why we have contacted the Revdex.com to attempt to resolve this stressful issue.

Initial Business Response /* (1000, 10, 2016/01/18) */
Contact Name and Title: Jessica T[redacted] Owner
Contact Phone: [redacted]
Contact Email: [redacted].[redacted]
The refund was issued to the credit card on file. We would be happy to reissue in check format to the customer in person...

as we will need them to sign the refund form.
Initial Consumer Rebuttal /* (3000, 18, 2016/01/29) */
We are not satisfied with Bella Rose Photography's response, because they falsely reassured us of our refund this past week. In their response, they state that our refund was issued to our credit card on file. We have frequently searched our credit card history from the date of our overcharged payment and have not received reimbursement. We waited this week from their response to ensure processing time of our refund back on our credit card, and we still have not received it. Refund policies were not explained to the customer and there are inconsistencies with knowledge of these policies among employees. It was never expressed to us that we would need to meet in person receive our refund and sign a form. As explained in our initial complaint, one of the owners stated that they would mail our check to us when we had called to state that we had not received it with our CD of photos that were mailed to us at the end of November. The owner reassured us that they would mail out the check to us that same day on December 3rd. We would like to ensure that we receive the our refund from Bella Rose Photography through our communications with the Revdex.com because of the difficulty in communicating with this business and their persistent delays in responding to our ongoing request for reimbursement. It has been over 7 months since we were overcharged for our final payment for our wedding photos we made back in June, which the business acknowledged they had difficulty processing our refund through credit card servicing company. They made no effort to mail the check when they falsely stated that they had, nor did they communicate with us about meeting before this complaint was submitted to the Revdex.com. We would like Bella Rose to reach out to us to request our new address since we recently moved and have the reimbursement mailed to us in a timely manner. We would like some customer service and what is rightfully ours.

I am rejecting this response because: we only missed pick up one time. We called and no one answered the phones. We should have been told that a last minute emergency arose because we made a special trip for photos. We would like the items to be mailed to us, as the business is inconsistent with their store hours and we have since moved away. In addition, their phone is out of service and we have not been able to connect with them to set up an appointment.

I am rejecting this response because:When owning a business, you have a responsibility to your customers...simply not providing what they paid for is not acceptable. We never recieved communication of any delay. And we were promised delivery of our product in November, March and April and june. At this point, any excuse is just an excuse. We'll be expecting the video and a refund. Nothing less. We have been more than accommodating to your poor business ethics. But your failed promises to us are getting old and we're no longer interested in entertaining your stories. The fact we had to go through the Revdex.com to get you to respond to us is pretty truth telling. Thankfully we live in a world where everything is recorded and documented. There's really no denying our attempt to get this resolved with you and your lack of response to us.

This complaint is full of several lies but I will disregard that.  Customer has video services which is much difference in the photography services that we are still offering. I have change videographers in the meantime which is been explained to customer.  It is true that there is a wait...

on the video because of the changing of videographers and we have explained that to her.  I anticipate your video completion date to be September 15 or earlier. We Can update this complaint at that time.

I am rejecting this response because:
We were not provided a copy of all of the images and the included emails clearly indicate that Jessica was aware that our purchase included the requested professional images of one photo of our choice.

#1 You did not pay $1200 for your video. We traded a hotel night for basic video which includes the ceremony, toasts, and dances. #2 The footage of your fathers speech was sent you via download on 11/29/16 Here is the link and attached is a screen shot of that...

upload https://www.dropbox.com/sh/stg5elnb3yvaq5p/AAD30Fhx0bg6lB3GS6daPG93a?dl=...⇄ confirm you downloaded this video. Thank you

Client has had their photos on time for many months. They asked for the Color version of some of the reception images that were black and white. We had this disc and image for a referral ready for several months. Client was a no show TWICE. This last time due to a personal emergency we were unable...

to meet with client. Items are available and can be picked up with a scheduled appointment. We are unable to meet on Saturdays but are willing to meet any other day during available times.

Initial Business Response /* (1000, 5, 2015/09/16) */
The deposit is nonrefundable. Customer emails were never received. Client has photos now. Client did admit to never calling nor sending a Facebook message. Working with client to resolve.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Contract should be void if photos are not returned to client in 60 days (as that is what is stated in there contract) Regardless Our session was taken on June 18th and photos were finally returned on September 16th (88 days later) after several emails were sent with no return. They are stating they never received the 3 emails I sent. No Facebook message was sent because that is not the way we typically communicate with professional businesses. Images were finally sent after a Revdex.com complaint was sent to them. We no longer want or need Bella Rose as our wedding photographer due to these issues we do not feel comfortable with them shooting our wedding or returning images on time. We would like to pay for our session and photos they returned to us which on their website states an engagement session is $500 so we are asking for $450 refunded from the initial deposit we gave them since we will now need to find another photographer that can better suit us and our needs.
Final Business Response /* (4000, 16, 2015/10/05) */
The client has a signed contract that states no refund of the deposit for ANY reason. The client had SEVERAL ways to reach us including our office telephone number, my cell phone number (which she was given at her engagement session when they were 30 minutes late), my direct email, our business Facebook email as well as we were friends on Facebook. The client had previously contacted me on my direct email and via Facebook. In addition, prior to and on the day of her engagement session. The clients engagement session is a bonus and not a part of the contract - it is simple a way for us to get to know the client. On the day of said engagement session the client was over 30 minutes late for her appointment. We typically cancel after 30 minutes but she begged for us to still accommodate her. Not only did we do engagement photos but we also did family photos and pushed the session after theirs back. A settlement offer was made to client with no response.
Final Consumer Response /* (2000, 18, 2015/10/16) */

Photos have been sent twice this is the tracking number [redacted]  in addition a digital download was sent of all high resolution images which can be seen here  http://www.y[redacted]16-Brook-[redacted] Customer has been contacting me as...

[redacted] via email when she did her session (and filed this complaint) as [redacted].

The canvas is and has been at the studio for pickup. It still can be picked up during normal business hours. Audio quality is not guaranteed the dance file is being looked as promised to the client. No refund will be granted. Please arrange a time to pickup canvas thank you.

We are requesting it because you are claiming you paid $1200 for videography services and that is simply a lie. After signing the photography contract you ask to see what we could work out to have some video coverage of the ceremony. I said we would capture the video portion for an exchange a hotel room (Which cost $149 or less for you). I would like to see the video contract stating everything you claimed was on it. I have no issue providing you ALL of the footage from that day but I will not tolerate blatant lies. At this point I am requesting you send me a copy of this so called video contract stating all of this. Your other option is to admit you are not being 100% honest, explain the real truth and I would be happy to send you everything.

#1 our voicemail has not been full for three weeks. It was full yesterday from 3pm-6pm. #2 your canvas has been sitting at our office for three months, Jesse had said you were going to have a family member pick it up to bring it to you in Iowa which was just after our conversation about mailing it....

#3 you have to approve your album proof and I still need to know which photos you want in the album after our reedit of some of your images. There has obviously been some communication issues. We explained what happened last fall and got it resolved. We also have been working with you to get the other items resolved but it is a two way street. I need you to communicate with me as well. So please confirm which of the new images you want in the album and if you want them color or black and white. Once that is received I will have an album proof to you with in 10 business days.

I am rejecting this response for a couple of reasons:1. Our wedding album is not completed.  We were not given a final proof to view and approve.  Also, we were not told how much the additional pages would be or when payment was needed prior to the complaint.  2. We were not aware metal prints were in as no phone call or email was sent to either of us.  Since this complaint has been filed – I did speak to the owner on December 16, 2016 and we are supposed to be meeting with them on January 8, 2017 to get our metal prints and/or get or go over album things; therefore until all items and a meeting does happen I cannot accept this as being resolved.