Captured By Claudia Photography

Dear [redacted] ***, I am writing this letter in response to an email you sent me regarding [redacted] ' complaint Attached to this letter is a timeline of events regarding [redacted] Not included in this timeline are the times I have accommodated [redacted] outside of my business hours and policies in order for her to be able to complete her session and receive her portraitsThis includes: offering her Saturday session times when I don't work weekends, giving her a USB drive for photograph when I typically require or more prints for a USB drive and offered her after hours pick up time In response to her request in the complaint to "receive her prints as soon as possible", I have since delivered all of her prints except for one that was omitted from the lab (prior to receiving her complaint)I have ordered the missing print and have informed [redacted] that I will deliver it to her as soon as I receive it (I have included a copy of the order) from the labI informed her that I use an out-of-state lab which takes up to two weeks to deliver the prints to me[redacted] originally asked for a refund very early on- prior to her session dateI informed her that I do not offer refunds, as posted on my [redacted] receipt, but that I would gladly apply her deposit toward a future sessionReluctantly, and after a lot of back and forth, we set a dateAfter the complaint was filed against me I asked [redacted] if she would like a refund of her prints or if she would prefer I deliver the last print to complete her order (I have attached the email Attachment #1)At that point her new complaint was regarding the quality of my work (I have attached a copy of the email - attachment #)I informed her that I have used the same processing techniques, lab, camera and editing in each of her sessionsThis was her third session with meAt this point she mentioned she did not want her last print and called this a "horrible experience"Based on that email (I have attached a copy of the email- Attachment #3) I replied by asking her to please confirm that she did not want her last print and whether she was also declining a refundI mentioned to her that I would give her a refund if she returned all prints, USB, photograph release and removed prints from all social mediaAt this point she emailed me that she would be moving forward with her complaint and add that she was now unhappy with the quality of my workI have still not received a clear indication as to what she would like: the last print or a refund Conclusion: I feel I have extended every professional courtesy, tried to resolve this issue as professionally as possible and have been met by resistance at every pointI feel that [redacted] is upset at my not having given her a refund from the very beginning which has turned this whole situation into a negative oneI also believe that this complaint is unjustified since I have continued to maintain a dialog with [redacted] regarding her orderSome of the factors contributing to the delay in delivering her photographs were delay in payment from [redacted] and delay in choosing her photographs from the proofsAlso, I cannot control the turn around time from the lab I use but I use this lab because the quality of their products is superior to any local labs available nearby I delivered the photographs to [redacted] on February 5, and received your email regarding the complaint the next dayI have ordered the last print and will deliver it to [redacted] as soon as I receive itI mentioned to her that I will deliver her print and requested that she withdraw her complaint since her order would be completeHowever, [redacted] has since sent me mixed messages and has told me she doesn't want her prints and will continue with the complaint on new grounds that she is dissatisfied with the quality of my work(attachment #4) I ask that you please look at my website, [redacted] to view the quality of my work and to visit my [redacted] page at [redacted] to see that I treat all of my clients with respect and maintain a high level of professionalism with each of them I am counting on your objectivity in reviewing all of the enclosed supporting documents I am submitting with my response and I am requesting that the complaint against my business be withdrawn, closed or dismissed Sincerely, [redacted] Captured by Claudia

Dear [redacted],
I am writing this letter in response to an email you sent me...

regarding [redacted]' complaint.
Attached to this letter is a timeline of events regarding [redacted]. Not included in this timeline are the times I have accommodated [redacted] outside of my normal business hours and policies in order for her to be able to complete her session and receive her portraits. This includes: offering her Saturday session times when I don't work weekends, giving her a USB drive for 1 photograph when I typically require 10 or more prints for a USB drive and offered her after hours pick up time.
In response to her request in the complaint to "receive her prints as soon as possible", I have since delivered all of her prints except for one that was omitted from the lab (prior to receiving her complaint). I have ordered the missing print and have informed [redacted] that I will deliver it to her as soon as I receive it (I have included a copy of the order) from the lab. I informed her that I use an out-of-state lab which takes up to two weeks to deliver the prints to me.
Background:
[redacted] originally asked for a refund very early on- prior to her session date. I informed her that I do not offer refunds, as posted on my [redacted] receipt, but that I would gladly apply her deposit toward a future session. Reluctantly, and after a lot of back and forth, we set a date. After the complaint was filed against me I asked [redacted] if she would like a refund of her prints or if she would prefer I deliver the last print to complete her order (I have attached the email Attachment #1). At that point her new complaint was regarding the quality of my work (I have attached a copy of the email - attachment #2 ). I informed her that I have used the same processing techniques, lab, camera and editing in each of her sessions. This was her third session with me. At this point she mentioned she did not want her last print and called this a "horrible experience". Based on that email (I have attached a copy of the email- Attachment #3) I replied by asking her to please confirm
that she did not want her last print and whether she was also declining a refund. I mentioned to her that I would give her a refund if she returned all prints, USB, photograph release and removed prints from all social media. At this point she emailed me that she would be moving forward with her complaint and add that she was now unhappy with the quality of my work. I have still not received a clear indication as to what she would like: the last print or a refund.
Conclusion:
I feel I have extended every professional courtesy, tried to resolve this issue as professionally as possible and have been met by resistance at every point. I feel that [redacted] is upset at my not having given her a refund from the very beginning which has turned this whole situation into a negative one. I also believe that this complaint is unjustified since I have continued to maintain a dialog with [redacted] regarding her order. Some of the factors contributing to the delay in delivering her photographs were delay in payment from [redacted] and delay in choosing her photographs from the proofs. Also, I cannot control the turn around time from the lab I use but I use this lab because the quality of their products is superior to any local labs available nearby.
I delivered the photographs to [redacted] on February 5, 2014 and received your email regarding the complaint the next day. I have ordered the last print and will deliver it to [redacted] as soon as I receive it. I mentioned to her that I will deliver her print and requested that she withdraw her complaint since her order would be complete. However, [redacted] has since sent me mixed messages and has told me she doesn't want her prints and will continue with the complaint on new grounds that she is dissatisfied with the quality of my work. (attachment #4)
I ask that you please look at my website,
[redacted]                     
                 to view the quality of my work and to visit my [redacted] page at [redacted] to see that I treat all of my clients with respect and maintain a high level of professionalism with each of them.
I am counting on your objectivity in reviewing all of the enclosed supporting documents I am submitting with my response and I am requesting that the complaint against my business be withdrawn, closed or dismissed.
Sincerely,
 
[redacted]
Captured by Claudia