Fotochic

First of all we would like to apologize for any issues the following client didn't understand, but we have never complain about our prices our policies and our price matchI would first like to point out that the client requested Thanksgiving point gardens which is a private property and was told of the feeWe do not own nor are we exempt of a photography fee for this gardens [redacted] in the other hand owns part of those gardens and has a studio setup in the premises which makes their customers not have a feeWe explained this to the customer but he was upset because he didn't want to pay the fee at first and then he called back saying that he wanted to price match [redacted] which we made him aware our package was actually cheaper than theirs, but if he wanted to go inside that private property he would have to pay for "their"feeThe fee he is mentioning is not our fee is the place where he wants to take his session atOur outdoor basic package is $dollars with no hidden fees, our price match is guaranteed but we are not responsible for third party fees which is up to the customer to decide and choose the locations where they want their session to beWe offered similar locations which have no fee and he refused to acceptAfter all the conversations we had with the customer he was not willing to listen and understand what we were trying to explain to him and he was rude with my employees and went as far as to threaten us with retaliation on social media and with you guys and that he would make sure we would get bad reputationI secerely try to explain and work something out with the client I cannot pay third party fees because that's not part of our packagesNothing in our website is confusing we have been doing this since with no complaints, all of our customers are explained and are given options of places to shoot with no fees and also places that do have a fee because they are private propertiesWe do not charge or have hidden fees and the charges for shooting on private properties are by the third party and not usI hope this clears any questions there might be and clear us of any wrong doing because we tried everything with this client and he didn't accept any of our other places to shootIf you have any questions please give us a call or email us and we would be happy to answer any other questions regarding this matter

Complaint: ***
I am rejecting this response because:I have thoroughly read the response from the company numerous times and none of the information provided is accurateI still have all of the emails from this company and never is a fee mentioned nor is it mentioned anywhere on their website that private property may result in additional feesAs I stated before we first learned of the fee when we received a call from Thanksgiving point that they had not yet been paidThat night we reviewed all the emails, every page of the website, each of their social media accounts, and their blogThe additional fee is mention no whereWe called to clear this up and were told that it is not their policy to disclose that informationWhich is by definition a hidden fee that they don't disclose it so that many customers will feel obligated because they cannot reschedule with someone elseWe called Thanksgiving Point after filing this complaint and they said the reason they called is that they have created a policy to inform customers ahead of time because most people were not finding out until they showed up at the appointment and it was causing problems for their businessAlso the composer of the email I am assuming is the owner which after no cooperation from the manager we ask to speak with and we received a call back saying that she had refusedSo the comment that she did everything she could is completely untrueAlso when they would not resolve the issue with the fee we asked for a different location that did not have a fee and were told noAt that point we asked about price matching *** and were giving no other explanation than "We don't price match ***" which is counter to the policy on their siteThey say that no one has complained about the fee but review sites are riddled with complaints about their customer service and professionalism so I am sure if the individuals were asked it would be easy to find others with the same issueI still have all the emails and all of the phone calls were made from our business phone and have been recordedWe have repeatedly gone through this information and never is the fee mentioned and also contains the manager saying no to switching locations and the statement of "They don't price match ***" I find it appalling that the person that composed the email did not participate in the conversation and yet wants to make outlandish claims about what they "tried to do for us".
Sincerely,
*** ***

First of all we would like to apologize for any issues the following client didn't understand, but we have never complain about our prices our policies and our price match. I would first like to point out that the client requested Thanksgiving point gardens which is a private property and was told...

of the fee. We do not own nor are we exempt of a photography fee for this gardens. [redacted] in the other hand owns part of those gardens and has a studio setup in the premises which makes their customers not have a fee. We explained this to the customer but he was upset because he didn't want to pay the fee at first and then he called back saying that he wanted to price match [redacted] which we made him aware our package was actually cheaper than theirs, but if he wanted to go inside that private property he would have to pay for "their"fee. The fee he is mentioning is not our fee is the place where he wants to take his session at. Our outdoor basic package is $99 dollars with no hidden fees, our price match is guaranteed but we are not responsible for third party fees which is up to the customer to decide and choose the locations where they want their session to be. We offered similar locations which have no fee and he refused to accept. After all the conversations we had with the customer he was not willing to listen and understand what we were trying to explain to him and he was rude with my employees and went as far as to threaten us with retaliation on social media and with you guys and that he would make sure we would get bad reputation. I secerely try to explain and work something out with the client I cannot pay third party fees because that's not part of our packages. Nothing in our website is confusing we have been doing this since 1989 with no complaints, all of our customers are explained and are given options of places to shoot with no fees and also places that do have a fee because they are private properties. We do not charge or have hidden fees and the charges for shooting on private properties are by the third party and not us. I hope this clears any questions there might be and clear us of any wrong doing because we tried everything with this client and he didn't accept any of our other places to shoot. If you have any questions please give us a call or email us and we would be happy to answer any other questions regarding this matter.