Bus-Stop Productions

Dear ***,
Thank you for your letter explaining the process and the description of the events for Case # XXXXXXXX with Mrs. ***. I am writing in response to Mrs. and I am fully aware of this incident in which I was one of the people who spoke with Mrs ***.
We did shoot Mrs. wedding and did so in the normal fashion that we have always done. Her wedding was outside and we were hired to cover the wedding video.
After the wedding Mrs. had called to inform us that our previous wedding planner had sent them a thank you card but it was addressed to the wrong couple. I gave my sincere apologies, as we had to let that person go for such mistakes.
The second time I spoke with her was in the spring and we mentioned the issue of having a song for the highlight reel. During this conversation she said any music would be fine. Thinking this was weird and we were on the phone for a lengthy time I asked again if she would have a song that was for her and her husband and she stated she couldn't think of anything so she would trust our judgment.
As she was in touch with us there was no reason for us to ignore her calls. We work in editing studios and if I am gone on a job they are not privy to answering as they are in their editing suites. And when she did write I responded to let her know that status. Although I understand a brides frustration at times we are making an hour and a half film of their day, we didn't want to rush the wedding, as we want it to be quality work.
When Mrs *** got the film, she was upset about a trash bag being around the dress. One of our filmmakers said she attempted to remove it but somebody there told her not to touch it (person is unknown). She complained about the photographer being in the shot then later said that the photographer had shots of the dress without the bag. Although I thought it was weird she said her photographer did not have a shot of the dress with the bag, her next complaint was when we do have the shot "two times where the photographer is standing right in front of the camera"? which then asks me when did the photographer get the shot without the bag? But I agree sometimes people take the dress and our filmmaker didn't want to do that with the dress as she felt she was told not to touch it. Another aspect of this shot is the fact that during wedding preparation many times other photographers get in shots of the prep and it is normal for them to be in such shots. There are times when that has happened in weddings and although we look to stay out of their way we cannot control their actions but try to work around them. This is important in a later email with Mrs. who mentions that she understand that but then states there is no exception.
Mrs. then complained that she specifically asked us to Use Ed Sheeran's Photograph by Boyce Avenue in the video or in the clip. This would have been the song she could have mentioned when I called her and asked not once but twice and her answer was she was fine with music.
Next was that when you see the video the first thing when she uploaded was a screenshot of what she said was unflattering. The video never started that way and the only conclusion we could draw is when she uploaded it to some platform it picked and unflattering frame as she shown us the screenshot of the image. This was not our doing as we do not tell her social media platforms nor computer which frame to start on.
When I wrote her back she discussed aspect of the editing that she was worried about. I told her the glitches would become easy to fix and asked her why she mentioned the song was an issue when I asked her. Her excuse was she just wanted a song in it. I tend to listen to our clients but I felt that was just her being general and blaming something that she communicated wrong even in the call I had with her and instead of just saying can you place Ed Sheeran's song she claimed it was our fault and the tone of discussion would be set after that.
When discussing editing she said she wanted shots in the wedding without videographers or the photographer. Now, this was not discussed prior and the photographer told one of our filmmakers she could go up front so he asked and was told fine to be next to the photographer. They both ended up in a wide shot of the bride walking down the isle. Now I would have an issue with our filmmakers but they wanted to get a shot coming down the isle and they were told it was fine. Now because of a photographer who wasn't working for us and somebody saying we should shoot there, we are being yelled at and asked to have it edited down to either filmmaker of photographer which even when our filmmakers are not in the shot the photographer was, and none of our crew would go in a wedding to tell the photographer to get out of the way because it would disrupt the ceremony and we figured the photographer and bride discussed these shots knowing where the photographer would be. It has happened before and we have been able to shoot around some things but this was an outdoor wedding and we worked with what we had. This is where we feel the bride was attempting to make more issues when her concerns were addressed and no matter what we did to fix or resolve the wedding the bride would still come up with a complaint like the photographer were there is nothing we can do to make her happy and therefore cause a never ending line of communication where new things would be brought up that we could not solve and then more time would be spent on items we could not fix nor did she mention and it would draw the attention of the weddings we have already causing them to suffer for this dilemma. Her tone was accusation and abrasive so we felt that this was an effort to make us fail regardless of the requirements due to the timing of the issue and when those issues were being addressed after our responses.
If you have any questions regarding this case you would like to ask me I would be happy to answer them.

Sincerely ,
***

Owner/Filmmaker/Photographer:
*** Photography
Bus-Stop Productions
Weddings by Bus-Stop

Email: ***@busstopprod.com
Facebook: https://www.facebook.com/weddingsbybusstop/
Phone: XXX-XXX-XXXX