Complete Weddings

Initial Business Response / [redacted] (1000, 10, 2015/05/31) */ I understand that the ceremony portion of the day didn't go as planned, and that was the refunded amount we had sentDue to other circumstances that were not into my control the refund was lateI do apologies for it being lateSaid person that was the disc jockey for them has been terminatedI appreciate the opportunity to work with them

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below To begin, I will first say that for the company to suggest that there were no signs of discontent from bride and groom is a bit insultingThe bride was indeed in regular contact with the company following the wedding, as they mentioned in their response, however, these interchanges between them weren’t exactly positiveWhile the bride maintained a polite domineer, it is quite clear she was irritated, which became increasing so as she repeatedly had to stress what it was we felt we were missingWhile yes, we were in fact able to obtain more raw photography, as well as addition raw video later on; these weren’t readily offered to usInstead, we were offered the chance to obtain them at an additional chargeWe were willing to pay this fee given that we were obtained the specific pictures that we knew had been taken, but had been left out of our photo collectionAs the company stated in their response, we had intently been looking specifically for pictures of the bride with the groom’s niece, however, as we stated in the several emails we sent asking about them, the niece in question was an infantThis was stressed multiple times by the bride, and should have been properly received, as the groom’s other niece, mentioned in the company’s response as ‘the girl in the pink dress’, was clearly a toddler being nearly years of ageUpon receiving our newly paid for raw photo collection, we came to find only a few additional pictures had been added, with none of them featuring the niece we had discussed, despite the impression our response emails gave, which seemed to suggest these would be includedContinuing with the additional issues we had with the photography of our wedding, we were not pleased by the lack of attention paid to our ceremony and to the bride’s familyOur ceremony, a full-length Catholic mass wedding lasting around an hour, made up about a third of our total paid time for our photographer, yet maybe at most, pictures were takenSeveral key events during the ceremony were completely missed, forcing us to seek out our family’s photos as they evidently had been paying more attention than the photographerWe don’t feel it is appropriate that our ceremony was largely ignored in his senseMoving on to the bride’s family photos, we overall felt a large disparagement between the number of PROFESSIONALLY STAGED photos of the bride’s familyAs the company stated in their response, a somewhat equal amount of photos had been taken between the two families, however, when looking at the photos in question, it can quickly be seen that, while the groom’s family had total professional pictures taken of the nuclear family, the bride’s family only received Not included in these three pictures, were any of the bride and her brother alone, which clearly is a massive oversightWe felt the time between when the bride moved to the church and when the ceremony started was miss used, as there was at least ten minutes of downtime that the photographer could have been organizing family photos for the brideWe never suggested we couldn’t postpone the beginning of the ceremony momentarily so the bride’s family could get the appropriate photos, should that ten minutes not been enoughFinally, we felt it was inappropriate for the company to suggest in their response that it should be on the bride to ask for photos that she had previously stressed several times were expected to be coveredIt was not as if we had expected anything more than asked forWe don’t expect anyone to be mind readers, we only expect what we had discussed prior to the wedding be doneAs far as the videographer is concerned, our major complaints were regarding our lack of time put into our wedding videoFirst off, our video was in total an uncut video of our ceremony in entirety, a collection of our toasts from the reception, and finally, a brief cinematic (little over 10mins) of our wedding including footage of our ceremony, the only interview taken, our first dances, toasts, and parts of the receptionBear in mind the cinematic only had a few seconds of many of these things highlighted in the videoAs such, our wedding video, which was supposed to be the plus package, contained no full video of our first dances, or any other video of our reception other than the toastsOur first dance, which featured the bride’s sister singing a special song she prepared for us, was only featured for a few seconds total in our wedding video, with audio dubbed over the singingAdditionally, most of our ceremony’s audio was muddled and inaudible, which, as was mentioned by the company, was due to the high, hollow churchA fair point if we had not seen in the additional raw video we later obtained from the company, at a additional fee of course, that the other vantage points had far superior audio, that in our opinions, should have been edited over the balcony vantage point’s muddled audioOur ceremony featured a large amount of singing from the bride’s sister, as well as a renowned master pianist, a professor at Baylor University in TexasFor our audio not to be audible in the video received, yet have far superior audio completely left off from other vantage shots is unacceptableWhy were they recording from other positions if not for that very purpose; surely not solely for our brief cinematicAnother issue we had with the videography, was our lack of interviews, something clearly marked in our contractWe only received a single interview, which was with the groom prior to the wedding, and only got the footage within the cinematicIt was suggested to us that we would at least have had a second interview with the bride, which was told to the groom following his interview when he asked if the bride would be doing the sameOverall, we are just displeased with the lack of effort put into our wedding video as a wholeWhile the cinematic was very nice, it was offered to us far in advance of us getting the full video, so we had a decent amount of time to be excited for our video, which when came was unfortunately hardly anything more than the cinematic we had seen weeks priorIn conclusion, we understand that there were limitations for the photography and videography of our wedding, however we see clear indications of lack of effort put into our final productWe didn’t appreciate having to pay additional fees for the raw photos and raw video respectively, after having clearly shown we were unsatisfiedWe didn’t appreciate having only a short cinematic and a footage of the ceremony be the entirety of our wedding video, after paying for the ‘plus’ packageWe did not appreciate feeling as if the bride’s family, the family paying for this, were forgottenNor did we appreciate having very little photo coverage of our ceremonyWe primarily are seeking a better cut of our ceremony video with the good audio subbed in where possible, photos we are missing, or a longer, more encompassing wedding cinematic.Some other things for consideration: As the company mentioned in their response, we did have a fairly large discount to our overall bill for the DJ, videographer, and photographer, however, we obtained this discount from signing up with them after seeing them at a bridal show in LexingtonWe didn’t appreciate the ‘you get what you paid for’ mentality hinted on by the company’s response regarding this matterHad we thought we were being oversold, or that our discounted price would at all affect our product quality, we likely would have sought out someone elseIt should be mentioned that we really enjoyed the DJ sent by the company, and felt he did an excellent job Regards, [redacted]

To be brief, in reading this complaint, COMPLETE weddings + events stands by its resolution.? As far as photography, the package includes 400-edited digital images.? They received exactly images.? As far as videography, what the customer is complaining about is what the package is.? The Cinematic Plus package includes the Cinematic Short Film video which is 8-minutes long (- minutes including toasts).? The main video excluding toasts was min and seconds long.? The plus portion of the package is the full-length, real-time documentary footage of the ceremony only in its entirety.? Everything is shot with DSLR camera and not a camcorder.? Neither video includes anything full-length or real-time during the reception.? This is all laid out on the website description and was all told to the customer prior to booking.? The "Plus" part of the video does not mean it becomes a multi-camera full-length video.? The Plus simply means it is the Cinematic video PLUS the full-length, real-time video of the ceremony.? As far as the raw footage is concerned, we charged $for video and $for photo.? These are extremely nominal fees.? There were thumb drives for video at a cost of about $per drive and postage.? So our cost on shipping the video drives was about $not including labor.? The photo drive had to come directly from the photographer so there was the thumb drive cost, plus her labor, plus the postage which resulted in our costs being about $on that one, so $was again, not out of line.Again, I am truly sorry that the customer is not satisfied, but they have good products and we have fulfilled everything we said we would do in our contract.? I would be willing to work with some sort of refund if we failed to do something such as not showing up, only give a minute video, only giving pictures or something like that.? None of that happened in this situation.? We did our job, we fulfilled our contract and the customer has quality products.? Again, the only thing I can offer at this point is to try to go back and clean up the documentary audio from the ceremony.? That is the only thing we are willing to do at this point.? We will not be refunding any money

Business Response to a Complaint Complaint ID#: *** Company Name: COMPLETE weddings + events Company Contact: *** *** Company Phone: ###-###-#### Company Email: *** Person Who Sent the Complaint: Eli Francis Adamson Staff
Member: Response: I am a bit surprised that we received this complaint as the customer (bride) and our company have had a few correspondences since the weddingAt no point, was there ever any mention on their end that their were any problems with our service...until nowI will address all of their concerns at this timeFirst of all, anyone is welcome to view their video and photosThey received wedding videosThe first was the Cinematic Short Film (can be viewed at ***) and the second was a single camera documentary shoot of the ceremonyThat video is over an hour long, so I can't put that link in this responseAlso, later today, we will upload some of the photo images from this wedding and post them on our blog, so the public can view the quality of those imagesOur blog can be found on our website w***As far as photography, the photographer follows a shotlist to ensure all the necessary shots are captured that dayIn looking at the shots from that day, it looks like all family members were captured with both the bride and the groomThere is nothing in the contract that says we spend more time with one side of the family or the other, we simply focus on capturing the shots needed, which we did indeed accomplishAs far as pictures with niece's and those sorts of things, we do our best to capture everything the customer wantsHowever, we are not mind readersIf someone wants a picture alone with a specific family member, then we rely on the customer to tell us those thingsWe would have been happy to get any of the shots that the customer asks us to getThere were several pictures that were taken with a little girl in a pink dress, presumably a nieceHonestly, none of them are super fantastic, but that is because the little girl refused to pose for the photographerAs far as Videography, again there are separate products that the customer boughtThere is the Cinematic Short Film with the link I included earlierIt is essentially a music highlight video with the vows dropped into itIf you listen to the audio, it sounds crystal clear to meThe second to the last sentence of the customer's complaint mentions that the videographer admitted the Cinematic could have been betterI mentioned that to the customer after the fact, and here is why I mentioned thatIf you look at the video during the vows, we did not get a profile shot of the bride and groom which we normally getThis was not due to the videographer's ineptitude, but this was due to the church rulesI talked to both videographers after the event and both of them said, that neither of them could set up in the middle of the aisle or near the front of churchThese are important places to be and they ensure that we get the best shots possibleHowever, we were not able to accomplish thatTherefore the Cinematic shooter was relegated to a side shot and the Documentary shooter was sent to the balconyIn our opinion, both videos are still very goodYes, they could have better if we were able to set up in our positionsHowever, these things were beyond our control and they are NOT our responsibility as outlined in our contractThere is mention in the complaint that the documentary was shot with one camera from one angleThat is the definition of what the documentary portion of the video is and that was explained to the customer prior them booking the serviceAs far as the audio for the documentary video, it is the same audio that is captured in the churchThe church is very large with very high ceilingsWhen you sit in the church, it sounds hollow or echos a bitOn the video it sounds hollow and echos a bitThere is no music dub or anything to correct that, otherwise it wouldn't be a documentary full-length, real-time videoThere is one part near the beginning of the video where the audio peaks a bitI believe that was because the singers were right next to the cameraHowever, other than that spot, the rest of the audio is very intelligible and sounds fineIf the customer would like, we may be able to clean that up a bit since we had a zoom mic on the groomA choice was made in editing not go back and forth between the zoom mic and the on-board camera micThe customer also has all the audio and video raw footage and was interested in doing some of their own editingThey could easily take the zoom audio and use it instead of the camera audio to create exactly what they wantAs far as some of the other claims, such as we were reluctant to give them additional footage or one of the camera operators was an intern, those are 100% completely falseWe provided the RAW video and photo footage immediately upon the customer's requestBoth videographers have worked with us for quite some time and have done numerous wedding videos for us without incidentNo one was an internIn summary, I think it is pretty harsh to say that the most beautiful day of our lives was "spoiled" by these peopleI'm not sure what this customer was expectingWe are not shooting movies on a sound stage with multiple cameras, boom mics and multiple takesThese are live, one time shot, wedding videosWe do of these or so per yearThis customer's videos do not look any different than any other customer's videos, save the positioning of the camerasI am happy to share any of their videos or photos with anyone who wants to see themWe gave these people an incredible deal on both servicesAs far their pricing, we discounted $on DJ, $on video and $on photographyAfter discounts, they paid $for wedding videos and $for photographyWe were very up front with the customer as to what was included in those packagesIf they were looking for multi-camera documentary wedding video, there are companies out there that do thatTheir packages start around $2500-and it still wouldn't have been the best it could be due to the church regulationsThe bottom line is that we have fulfilled every clause in our contract, we have provided quality products to the customer at an incredible price, we have now responded to this customer multiple times in a timely mannerTherefore, we will not be granting any sort of refund whatsoeverThe only thing we would be willing to do is to take another swing at the documentary audio if the customer wishes us to do thatSent on: 3/10/1:07:PM

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

To be brief, in reading this complaint, COMPLETE weddings + events stands by its resolution. As far as photography, the package includes 400-edited digital images. They received exactly images. As far as videography, what the customer is complaining about is what the package is. The Cinematic Plus package includes the Cinematic Short Film video which is 8-minutes long (- minutes including toasts). The main video excluding toasts was min and seconds long. The plus portion of the package is the full-length, real-time documentary footage of the ceremony only in its entirety. Everything is shot with DSLR camera and not a camcorder. Neither video includes anything full-length or real-time during the reception. This is all laid out on the website description and was all told to the customer prior to booking. The "Plus" part of the video does not mean it becomes a multi-camera full-length video. The Plus simply means it is the Cinematic video PLUS the full-length, real-time video of the ceremony. As far as the raw footage is concerned, we charged $for video and $for photo. These are extremely nominal fees. There were thumb drives for video at a cost of about $per drive and postage. So our cost on shipping the video drives was about $not including labor. The photo drive had to come directly from the photographer so there was the thumb drive cost, plus her labor, plus the postage which resulted in our costs being about $on that one, so $was again, not out of line.Again, I am truly sorry that the customer is not satisfied, but they have good products and we have fulfilled everything we said we would do in our contract. I would be willing to work with some sort of refund if we failed to do something such as not showing up, only give a minute video, only giving pictures or something like that. None of that happened in this situation. We did our job, we fulfilled our contract and the customer has quality products. Again, the only thing I can offer at this point is to try to go back and clean up the documentary audio from the ceremony. That is the only thing we are willing to do at this point. We will not be refunding any money

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To begin, I will first say that for the company to suggest that there were no signs of discontent from bride and groom is a bit insultingThe bride was indeed in regular contact with the company following the wedding, as they mentioned in their response, however, these interchanges between them weren’t exactly positiveWhile the bride maintained a polite domineer, it is quite clear she was irritated, which became increasing so as she repeatedly had to stress what it was we felt we were missingWhile yes, we were in fact able to obtain more raw photography, as well as addition raw video later on; these weren’t readily offered to usInstead, we were offered the chance to obtain them at an additional chargeWe were willing to pay this fee given that we were obtained the specific pictures that we knew had been taken, but had been left out of our photo collectionAs the company stated in their response, we had intently been looking specifically for pictures of the bride with the groom’s niece, however, as we stated in the several emails we sent asking about them, the niece in question was an infantThis was stressed multiple times by the bride, and should have been properly received, as the groom’s other niece, mentioned in the company’s response as ‘the girl in the pink dress’, was clearly a toddler being nearly years of ageUpon receiving our newly paid for raw photo collection, we came to find only a few additional pictures had been added, with none of them featuring the niece we had discussed, despite the impression our response emails gave, which seemed to suggest these would be includedContinuing with the additional issues we had with the photography of our wedding, we were not pleased by the lack of attention paid to our ceremony and to the bride’s familyOur ceremony, a full-length Catholic mass wedding lasting around an hour, made up about a third of our total paid time for our photographer, yet maybe at most, pictures were takenSeveral key events during the ceremony were completely missed, forcing us to seek out our family’s photos as they evidently had been paying more attention than the photographerWe don’t feel it is appropriate that our ceremony was largely ignored in his senseMoving on to the bride’s family photos, we overall felt a large disparagement between the number of PROFESSIONALLY STAGED photos of the bride’s familyAs the company stated in their response, a somewhat equal amount of photos had been taken between the two families, however, when looking at the photos in question, it can quickly be seen that, while the groom’s family had total professional pictures taken of the nuclear family, the bride’s family only received Not included in these three pictures, were any of the bride and her brother alone, which clearly is a massive oversightWe felt the time between when the bride moved to the church and when the ceremony started was miss used, as there was at least ten minutes of downtime that the photographer could have been organizing family photos for the brideWe never suggested we couldn’t postpone the beginning of the ceremony momentarily so the bride’s family could get the appropriate photos, should that ten minutes not been enoughFinally, we felt it was inappropriate for the company to suggest in their response that it should be on the bride to ask for photos that she had previously stressed several times were expected to be coveredIt was not as if we had expected anything more than asked forWe don’t expect anyone to be mind readers, we only expect what we had discussed prior to the wedding be doneAs far as the videographer is concerned, our major complaints were regarding our lack of time put into our wedding videoFirst off, our video was in total an uncut video of our ceremony in entirety, a collection of our toasts from the reception, and finally, a brief cinematic (little over 10mins) of our wedding including footage of our ceremony, the only interview taken, our first dances, toasts, and parts of the receptionBear in mind the cinematic only had a few seconds of many of these things highlighted in the videoAs such, our wedding video, which was supposed to be the plus package, contained no full video of our first dances, or any other video of our reception other than the toastsOur first dance, which featured the bride’s sister singing a special song she prepared for us, was only featured for a few seconds total in our wedding video, with audio dubbed over the singingAdditionally, most of our ceremony’s audio was muddled and inaudible, which, as was mentioned by the company, was due to the high, hollow churchA fair point if we had not seen in the additional raw video we later obtained from the company, at a additional fee of course, that the other vantage points had far superior audio, that in our opinions, should have been edited over the balcony vantage point’s muddled audioOur ceremony featured a large amount of singing from the bride’s sister, as well as a renowned master pianist, a professor at Baylor University in TexasFor our audio not to be audible in the video received, yet have far superior audio completely left off from other vantage shots is unacceptableWhy were they recording from other positions if not for that very purpose; surely not solely for our brief cinematicAnother issue we had with the videography, was our lack of interviews, something clearly marked in our contractWe only received a single interview, which was with the groom prior to the wedding, and only got the footage within the cinematicIt was suggested to us that we would at least have had a second interview with the bride, which was told to the groom following his interview when he asked if the bride would be doing the sameOverall, we are just displeased with the lack of effort put into our wedding video as a wholeWhile the cinematic was very nice, it was offered to us far in advance of us getting the full video, so we had a decent amount of time to be excited for our video, which when came was unfortunately hardly anything more than the cinematic we had seen weeks priorIn conclusion, we understand that there were limitations for the photography and videography of our wedding, however we see clear indications of lack of effort put into our final productWe didn’t appreciate having to pay additional fees for the raw photos and raw video respectively, after having clearly shown we were unsatisfiedWe didn’t appreciate having only a short cinematic and a footage of the ceremony be the entirety of our wedding video, after paying for the ‘plus’ packageWe did not appreciate feeling as if the bride’s family, the family paying for this, were forgottenNor did we appreciate having very little photo coverage of our ceremonyWe primarily are seeking a better cut of our ceremony video with the good audio subbed in where possible, photos we are missing, or a longer, more encompassing wedding cinematic.Some other things for consideration: As the company mentioned in their response, we did have a fairly large discount to our overall bill for the DJ, videographer, and photographer, however, we obtained this discount from signing up with them after seeing them at a bridal show in LexingtonWe didn’t appreciate the ‘you get what you paid for’ mentality hinted on by the company’s response regarding this matterHad we thought we were being oversold, or that our discounted price would at all affect our product quality, we likely would have sought out someone elseIt should be mentioned that we really enjoyed the DJ sent by the company, and felt he did an excellent job
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Initial Business Response /* (1000, 10, 2015/05/31) */
I understand that the ceremony portion of the day didn't go as planned, and that was the refunded amount we had sent. Due to other circumstances that were not into my control the refund was late. I do apologies for it being late. Said person...

that was the disc jockey for them has been terminated. I appreciate the opportunity to work with them.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: COMPLETE weddings + events Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: Eli Francis Adamson Staff...

Member: Response: I am a bit surprised that we received this complaint as the customer (bride) and our company have had a few correspondences since the wedding. At no point, was there ever any mention on their end that their were any problems with our service...until now. I will address all of their concerns at this time. First of all, anyone is welcome to view their video and photos. They received 2 wedding videos. The first was the Cinematic Short Film (can be viewed at [redacted]) and the second was a single camera documentary shoot of the ceremony. That video is over an hour long, so I can't put that link in this response. Also, later today, we will upload some of the photo images from this wedding and post them on our blog, so the public can view the quality of those images. Our blog can be found on our website w[redacted]. As far as photography, the photographer follows a shotlist to ensure all the necessary shots are captured that day. In looking at the shots from that day, it looks like all family members were captured with both the bride and the groom. There is nothing in the contract that says we spend more time with one side of the family or the other, we simply focus on capturing the shots needed, which we did indeed accomplish. As far as pictures with niece's and those sorts of things, we do our best to capture everything the customer wants. However, we are not mind readers. If someone wants a picture alone with a specific family member, then we rely on the customer to tell us those things. We would have been happy to get any of the shots that the customer asks us to get. There were several pictures that were taken with a little girl in a pink dress, presumably a niece. Honestly, none of them are super fantastic, but that is because the little girl refused to pose for the photographer. As far as Videography, again there are 2 separate products that the customer bought. There is the Cinematic Short Film with the link I included earlier. It is essentially a music highlight video with the vows dropped into it. If you listen to the audio, it sounds crystal clear to me. The second to the last sentence of the customer's complaint mentions that the videographer admitted the Cinematic could have been better. I mentioned that to the customer after the fact, and here is why I mentioned that. If you look at the video during the vows, we did not get a profile shot of the bride and groom which we normally get. This was not due to the videographer's ineptitude, but this was due to the church rules. I talked to both videographers after the event and both of them said, that neither of them could set up in the middle of the aisle or near the front of church. These are important places to be and they ensure that we get the best shots possible. However, we were not able to accomplish that. Therefore the Cinematic shooter was relegated to a side shot and the Documentary shooter was sent to the balcony. In our opinion, both videos are still very good. Yes, they could have better if we were able to set up in our normal positions. However, these things were beyond our control and they are NOT our responsibility as outlined in our contract. There is mention in the complaint that the documentary was shot with one camera from one angle. That is the definition of what the documentary portion of the video is and that was explained to the customer prior them booking the service. As far as the audio for the documentary video, it is the same audio that is captured in the church. The church is very large with very high ceilings. When you sit in the church, it sounds hollow or echos a bit. On the video it sounds hollow and echos a bit. There is no music dub or anything to correct that, otherwise it wouldn't be a documentary full-length, real-time video. There is one part near the beginning of the video where the audio peaks a bit. I believe that was because the singers were right next to the camera. However, other than that spot, the rest of the audio is very intelligible and sounds fine. If the customer would like, we may be able to clean that up a bit since we had a zoom mic on the groom. A choice was made in editing not go back and forth between the zoom mic and the on-board camera mic. The customer also has all the audio and video raw footage and was interested in doing some of their own editing. They could easily take the zoom audio and use it instead of the camera audio to create exactly what they want. As far as some of the other claims, such as we were reluctant to give them additional footage or one of the camera operators was an intern, those are 100% completely false. We provided the RAW video and photo footage immediately upon the customer's request. Both videographers have worked with us for quite some time and have done numerous wedding videos for us without incident. No one was an intern. In summary, I think it is pretty harsh to say that the most beautiful day of our lives was "spoiled" by these people. I'm not sure what this customer was expecting. We are not shooting movies on a sound stage with multiple cameras, boom mics and multiple takes. These are live, one time shot, wedding videos. We do 85 of these or so per year. This customer's videos do not look any different than any other customer's videos, save the positioning of the cameras. I am happy to share any of their videos or photos with anyone who wants to see them. We gave these people an incredible deal on both services. As far their pricing, we discounted $350 on DJ, $300 on video and $400 on photography. After discounts, they paid $1095 for 2 wedding videos and $995 for photography. We were very up front with the customer as to what was included in those packages. If they were looking for multi-camera documentary wedding video, there are companies out there that do that. Their packages start around $2500-3000 and it still wouldn't have been the best it could be due to the church regulations. The bottom line is that we have fulfilled every clause in our contract, we have provided quality products to the customer at an incredible price, we have now responded to this customer multiple times in a timely manner. Therefore, we will not be granting any sort of refund whatsoever. The only thing we would be willing to do is to take another swing at the documentary audio if the customer wishes us to do that. Sent on: 3/10/2016 1:07:58 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To begin, I will first say that for the company to suggest that there were no signs of discontent from bride and groom is a bit insulting. The bride was indeed in regular contact with the company following the wedding, as they mentioned in their response, however, these interchanges between them weren’t exactly positive. While the bride maintained a polite domineer, it is quite clear she was irritated, which became increasing so as she repeatedly had to stress what it was we felt we were missing. While yes, we were in fact able to obtain more raw photography, as well as addition raw video later on; these weren’t readily offered to us. Instead, we were offered the chance to obtain them at an additional charge. We were willing to pay this fee given that we were obtained the specific pictures that we knew had been taken, but had been left out of our photo collection. As the company stated in their response, we had intently been looking specifically for pictures of the bride with the groom’s niece, however, as we stated in the several emails we sent asking about them, the niece in question was an infant. This was stressed multiple times by the bride, and should have been properly received, as the groom’s other niece, mentioned in the company’s response as ‘the girl in the pink dress’, was clearly a toddler being nearly 5 years of age. Upon receiving our newly paid for raw photo collection, we came to find only a few additional pictures had been added, with none of them featuring the niece we had discussed, despite the impression our response emails gave, which seemed to suggest these would be included. Continuing with the additional issues we had with the photography of our wedding, we were not pleased by the lack of attention paid to our ceremony and to the bride’s family. Our ceremony, a full-length Catholic mass wedding lasting around an hour, made up about a third of our total paid time for our photographer, yet maybe at most, 50 pictures were taken. Several key events during the ceremony were completely missed, forcing us to seek out our family’s photos as they evidently had been paying more attention than the photographer. We don’t feel it is appropriate that our ceremony was largely ignored in his sense. Moving on to the bride’s family photos, we overall felt a large disparagement between the number of PROFESSIONALLY STAGED photos of the bride’s family. As the company stated in their response, a somewhat equal amount of photos had been taken between the two families, however, when looking at the photos in question, it can quickly be seen that, while the groom’s family had 9 total professional pictures taken of the nuclear family, the bride’s family only received 3. Not included in these three pictures, were any of the bride and her brother alone, which clearly is a massive oversight. We felt the time between when the bride moved to the church and when the ceremony started was miss used, as there was at least ten minutes of downtime that the photographer could have been organizing family photos for the bride. We never suggested we couldn’t postpone the beginning of the ceremony momentarily so the bride’s family could get the appropriate photos, should that ten minutes not been enough. Finally, we felt it was inappropriate for the company to suggest in their response that it should be on the bride to ask for photos that she had previously stressed several times were expected to be covered. It was not as if we had expected anything more than asked for. We don’t expect anyone to be mind readers, we only expect what we had discussed prior to the wedding be done. As far as the videographer is concerned, our major complaints were regarding our lack of time put into our wedding video. First off, our video was in total an uncut video of our ceremony in entirety, a collection of our toasts from the reception, and finally, a brief cinematic (little over 10mins) of our wedding including footage of our ceremony, the only interview taken, our first dances, toasts, and parts of the reception. Bear in mind the cinematic only had a few seconds of many of these things highlighted in the video. As such, our wedding video, which was supposed to be the plus package, contained no full video of our first dances, or any other video of our reception other than the toasts. Our first dance, which featured the bride’s sister singing a special song she prepared for us, was only featured for a few seconds total in our wedding video, with audio dubbed over the singing. Additionally, most of our ceremony’s audio was muddled and inaudible, which, as was mentioned by the company, was due to the high, hollow church. A fair point if we had not seen in the additional raw video we later obtained from the company, at a additional fee of course, that the other vantage points had far superior audio, that in our opinions, should have been edited over the balcony vantage point’s muddled audio. Our ceremony featured a large amount of singing from the bride’s sister, as well as a renowned master pianist, a professor at Baylor University in Texas. For our audio not to be audible in the video received, yet have far superior audio completely left off from other vantage shots is unacceptable. Why were they recording from other positions if not for that very purpose; surely not solely for our brief cinematic. Another issue we had with the videography, was our lack of interviews, something clearly marked in our contract. We only received a single interview, which was with the groom prior to the wedding, and only got the footage within the cinematic. It was suggested to us that we would at least have had a second interview with the bride, which was told to the groom following his interview when he asked if the bride would be doing the same. Overall, we are just displeased with the lack of effort put into our wedding video as a whole. While the cinematic was very nice, it was offered to us far in advance of us getting the full video, so we had a decent amount of time to be excited for our video, which when came was unfortunately hardly anything more than the cinematic we had seen weeks prior. In conclusion, we understand that there were limitations for the photography and videography of our wedding, however we see clear indications of lack of effort put into our final product. We didn’t appreciate having to pay additional fees for the raw photos and raw video respectively, after having clearly shown we were unsatisfied. We didn’t appreciate having only a short cinematic and a footage of the ceremony be the entirety of our wedding video, after paying for the ‘plus’ package. We did not appreciate feeling as if the bride’s family, the family paying for this, were forgotten. Nor did we appreciate having very little photo coverage of our ceremony. We primarily are seeking a better cut of our ceremony video with the good audio subbed in where possible, photos we are missing, or a longer, more encompassing wedding cinematic.Some other things for consideration: As the company mentioned in their response, we did have a fairly large discount to our overall bill for the DJ, videographer, and photographer, however, we obtained this discount from signing up with them after seeing them at a bridal show in Lexington. We didn’t appreciate the ‘you get what you paid for’ mentality hinted on by the company’s response regarding this matter. Had we thought we were being oversold, or that our discounted price would at all affect our product quality, we likely would have sought out someone else. It should be mentioned that we really enjoyed the DJ sent by the company, and felt he did an excellent job.
Regards,
[redacted]

To be brief, in reading this complaint, COMPLETE weddings + events stands by its resolution.  As far as photography, the package includes 400-600 edited digital images.  They received exactly 600 images.  As far as videography, what the customer is complaining about is what the package is.  The Cinematic Plus package includes the Cinematic Short Film video which is 8-12 minutes long (10 - 15 minutes including toasts).  The main video excluding toasts was 9 min and 37 seconds long.  The plus portion of the package is the full-length, real-time documentary footage of the ceremony only in its entirety.  Everything is shot with DSLR camera and not a camcorder.  Neither video includes anything full-length or real-time during the reception.  This is all laid out on the website description and was all told to the customer prior to booking.  The "Plus" part of the video does not mean it becomes a multi-camera full-length video.  The Plus simply means it is the Cinematic video PLUS the full-length, real-time video of the ceremony.  As far as the raw footage is concerned, we charged $50 for video and $75 for photo.  These are extremely nominal fees.  There were 2 thumb drives for video at a cost of about $15 per drive and postage.  So our cost on shipping the video drives was about $35 not including labor.  The photo drive had to come directly from the photographer so there was the thumb drive cost, plus her labor, plus the postage which resulted in our costs being about $45 on that one, so $75 was again, not out of line.Again, I am truly sorry that the customer is not satisfied, but they have good products and we have fulfilled everything we said we would do in our contract.  I would be willing to work with some sort of refund if we failed to do something such as not showing up, only give a 5 minute video, only giving 200 pictures or something like that.  None of that happened in this situation.  We did our job, we fulfilled our contract and the customer has quality products.  Again, the only thing I can offer at this point is to try to go back and clean up the documentary audio from the ceremony.  That is the only thing we are willing to do at this point.  We will not be refunding any money.