Initial Business Response /* (1000, 5, 2015/07/21) */
To whom it may concern:
[redacted] verbally agreed to shoot photos of the hotel as I requested. We met him through a realtor who was helping us on a personal matter. Once the photo shoot was completed, We were sent a link to the pictures...
along with an invoice which I found odd as We had not reviewed any picture. We have used photographers on multiple business and personal occasions which always includes a review of pictures incase of any dislikes and reshoot if required.
When we saw the pictures, immediately we expressed that they are not what was agreed upon and we are unhappy with the pictures.
We have been charged $230, when I visited his website I noticed that a Full Service Virtual tour only costs $70, which includes Unlimited scenes and Free every room still photos amongst other things. There is a note that says: price may vary depending on the location of the property. So if anything We would have thought that We would get a lot more for $230 if $99 dollars gets me unlimited scenes and every room stills at minimum.
We sent an email to [redacted]@edigitaltours.com / [redacted] on 24/06/2015 asking for agreement confirmation and stating that We were unhappy with his service. We offered a resolution by redoing the pictures as agreed upon at no cost or a discount to which he refused and demanded money.
we are in the hospitality business, he has provided us with 14 pictures of a bathrooms and 7 of rooms. We have 9 different types of room that We would have like to see pictures of along with highlights of our amenities such as such as, flat screen TV and microwave and fridge but there is no single photos of these amenities.
There has been many emails back and forth since We initially saw the photographs but the only response We have received form him was I shoot as is at my discretion and you must pay.
As a business we believe customer is always right no matter our personal opinion and resolve the matter. In this case We have provided multiple feedback and reasons as to why we are unhappy with E-Digital / [redacted]'s service and requested for a discounted rate. I understand that time was spent on the job and has offered to pay a discounted rate but E-digital Tours / [redacted] only wants a full payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern
Please take time to review all the emails that I communicated with this customer ([redacted]-General Manager) for a better explanation of my complaint.
First when I asked for the reason why the check was cancelled, [redacted] answered me because that she wants to pay via PayPal instead of check (email #2) along with a few photos that she did not like.
I responded her promptly and explained to her picture-by-picture after I reviewed her complaint (email #3).
After she received my email, she then refused to pay which she said 'bad job' and demand me to provide her where to state photos will be taken 'as is' and the price agreement (email #4)
I provided her our 'Privacy Policy' ( http://www.edigitaltours.com/privatepolicy.html )under 'Tour Information' category (email #5). After she reviewed our Policy, she then demands the signed agreement (email #6)
To answer her demand about the price agreement and photos taken As Is:
- The check of $230.00 issued by her for the service was an agreement of the price.
- In our Privacy Policy at the beginning of the statement stated: when the customer use our service, they are legally bound by our terms and condition, and the photos taken 'as is' described in 'Tour Information' category which included the $35.00 service charge for any returned check.
To answer her demand which she responded to Revdex.com.
1/. I only warranty the photos I captured were clear, no blurring, in focus and lighting balanced. If the photos were not clear, blurring, out of focus then I will come back for reshooting free without any extra charge. I am not responsible for any or all personal stuffs or room decoration which appeared on the photos. All the photos she complaint were about the personal stuffs: computer/electrical wires, flowers, car in drive way...(email #2). If she wishes to reshoot because of those then I have to charge for the service to come back.
2/. I have never offered to any of my clients a $70.00 for full service virtual tour. The $99.00 is offered for residential single family and it is within 30 miles radius from my office (which I offered unlimited scenes virtual tour and every room still photo. Please DON'T confuse between UNLIMITED SCENES and EVERY ROOM STILL PHOTO since they are different). It does not apply for Businesses, Commercial or Industrial properties. That was why she called me for quoting the price before placing an order.
3/. I have never over charged to my clients. Our company had a guide line for the price calculation and I quoted the price for her business which is 56 miles from my office. There is a traveling fee for 26 miles beyond 30 miles limit and I shot the total of 7 rooms. I calculated this virtual tour as: $99.00+($3.00x26 extra miles)=$177.00 basic charge, plus $10.00 per room beyond the first room which is 6 rooms extra or $60.00 extra ($99.00+$78.00+$60.00=$237.00). The total actually was $237.00 but I discounted for her and made it even of $230.00.
4/. Her motel's room had a bed, a bath and a vanity. I provided her all 7 room photos (3 photos per room which cover bedroom, vanity and bath). That was exactly what I quoted for the price and I provided her every room still photos (no missing). If she demands more photos to show only: Appliances, TV, Furniture... then the price is surely higher.
All the facts above, I think I am entitled to get pay the full price of $230.00 for the full service virtual tour. But, since she cancelled the check so there was a $35.00 service charge. Now, I demand the payment of $265.00 to cover the cost from my bank.
Thank you very much for your time.
[redacted]
Initial Business Response /* (1000, 5, 2015/07/21) */
To whom it may concern:
[redacted] verbally agreed to shoot photos of the hotel as I requested. We met him through a realtor who was helping us on a personal matter. Once the photo shoot was completed, We were sent a link to the pictures...
along with an invoice which I found odd as We had not reviewed any picture. We have used photographers on multiple business and personal occasions which always includes a review of pictures incase of any dislikes and reshoot if required.
When we saw the pictures, immediately we expressed that they are not what was agreed upon and we are unhappy with the pictures.
We have been charged $230, when I visited his website I noticed that a Full Service Virtual tour only costs $70, which includes Unlimited scenes and Free every room still photos amongst other things. There is a note that says: price may vary depending on the location of the property. So if anything We would have thought that We would get a lot more for $230 if $99 dollars gets me unlimited scenes and every room stills at minimum.
We sent an email to [redacted]@edigitaltours.com / [redacted] on 24/06/2015 asking for agreement confirmation and stating that We were unhappy with his service. We offered a resolution by redoing the pictures as agreed upon at no cost or a discount to which he refused and demanded money.
we are in the hospitality business, he has provided us with 14 pictures of a bathrooms and 7 of rooms. We have 9 different types of room that We would have like to see pictures of along with highlights of our amenities such as such as, flat screen TV and microwave and fridge but there is no single photos of these amenities.
There has been many emails back and forth since We initially saw the photographs but the only response We have received form him was I shoot as is at my discretion and you must pay.
As a business we believe customer is always right no matter our personal opinion and resolve the matter. In this case We have provided multiple feedback and reasons as to why we are unhappy with E-Digital / [redacted]'s service and requested for a discounted rate. I understand that time was spent on the job and has offered to pay a discounted rate but E-digital Tours / [redacted] only wants a full payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern
Please take time to review all the emails that I communicated with this customer ([redacted]-General Manager) for a better explanation of my complaint.
First when I asked for the reason why the check was cancelled, [redacted] answered me because that she wants to pay via PayPal instead of check (email #2) along with a few photos that she did not like.
I responded her promptly and explained to her picture-by-picture after I reviewed her complaint (email #3).
After she received my email, she then refused to pay which she said 'bad job' and demand me to provide her where to state photos will be taken 'as is' and the price agreement (email #4)
I provided her our 'Privacy Policy' ( http://www.edigitaltours.com/privatepolicy.html )under 'Tour Information' category (email #5). After she reviewed our Policy, she then demands the signed agreement (email #6)
To answer her demand about the price agreement and photos taken As Is:
- The check of $230.00 issued by her for the service was an agreement of the price.
- In our Privacy Policy at the beginning of the statement stated: when the customer use our service, they are legally bound by our terms and condition, and the photos taken 'as is' described in 'Tour Information' category which included the $35.00 service charge for any returned check.
To answer her demand which she responded to Revdex.com.
1/. I only warranty the photos I captured were clear, no blurring, in focus and lighting balanced. If the photos were not clear, blurring, out of focus then I will come back for reshooting free without any extra charge. I am not responsible for any or all personal stuffs or room decoration which appeared on the photos. All the photos she complaint were about the personal stuffs: computer/electrical wires, flowers, car in drive way...(email #2). If she wishes to reshoot because of those then I have to charge for the service to come back.
2/. I have never offered to any of my clients a $70.00 for full service virtual tour. The $99.00 is offered for residential single family and it is within 30 miles radius from my office (which I offered unlimited scenes virtual tour and every room still photo. Please DON'T confuse between UNLIMITED SCENES and EVERY ROOM STILL PHOTO since they are different). It does not apply for Businesses, Commercial or Industrial properties. That was why she called me for quoting the price before placing an order.
3/. I have never over charged to my clients. Our company had a guide line for the price calculation and I quoted the price for her business which is 56 miles from my office. There is a traveling fee for 26 miles beyond 30 miles limit and I shot the total of 7 rooms. I calculated this virtual tour as: $99.00+($3.00x26 extra miles)=$177.00 basic charge, plus $10.00 per room beyond the first room which is 6 rooms extra or $60.00 extra ($99.00+$78.00+$60.00=$237.00). The total actually was $237.00 but I discounted for her and made it even of $230.00.
4/. Her motel's room had a bed, a bath and a vanity. I provided her all 7 room photos (3 photos per room which cover bedroom, vanity and bath). That was exactly what I quoted for the price and I provided her every room still photos (no missing). If she demands more photos to show only: Appliances, TV, Furniture... then the price is surely higher.
All the facts above, I think I am entitled to get pay the full price of $230.00 for the full service virtual tour. But, since she cancelled the check so there was a $35.00 service charge. Now, I demand the payment of $265.00 to cover the cost from my bank.
Thank you very much for your time.
[redacted]