George Street Photo & Video

Final Consumer Response / [redacted] (450, 7, 2014/03/25) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: [redacted] from George Street has contacted us and offer a full refund, which we accepted

George Street is willing to compromise, after hearing the details of some of the negatives aspects of the customer service experience, and issue a partial refund of the deposit We can offer a refund of $We will only keep the portion of the deposit of $that it cost for the engagement session (including materials) as well what we owe the cancelled talent member

We are truly sorry to hear that [redacted] and [redacted] are unhappy with any product they have received from George Street, as it is always are intention to deliver images and a video that will meet and exceed our client's expectationsWe understand that the initial video did not meet the standards that [redacted] and [redacted] expected due to editing issues, and footage not captured, which is why we suggested working through the revision process to get their video to a better spot In now knowing that the video revision process has not only not helped the video get to a better spot, but rather has caused additional unhappiness, we are more than happy to discuss some fair monetary compensation in its placeWe did want to clarify, that although we do quote a week turn around for most intensive video revisions, neither of the two video revisions we have worked on for [redacted] and [redacted] have taken weeks to get completed The first revision took weeks, and the second revision took weeks to completeEven still, we understand this can be a long time to wait when you are anxious to see an improved video.The request for a full refund for [redacted] and [redacted] package of $does include more than just video services [redacted] and [redacted] have had full access to their wedding images for downloading, as well as have the ability to design and print their wedding album, so a full refund isn't something we can offer However, we are more than happy to offer a full refund for all of the video services and materials considering this experience has been a stressful one for themWhen we break down the Photography/Videography Suite package, the video portion comes out to $ This includes the video services performed on their wedding day, as well as all video materials associated with delivering their wedding video

George Street is truly sorry to hear that [redacted] and [redacted] find any of their products from us anything less than satisfactory In looking through documentation, we see that their disappointment was expressed after initially receiving their video, and apologize if it was felt that not enough was done on George Street's side to remedy the situationWe did want to clarify that although we fully recognize and take responsibility for the fact multiple DVDs had to be sent in order for the client to be able to view their video properly, the initial wedding video was sent to the client well within our quoted time frame of months In addition to video services, the Photo/Video Suite package also included photography services (lead photographer and 2nd photographer) as well as an albumConsidering all the digital negatives have been provided to the client and downloaded multiple times, as well as the album being designed and delivered, a full refund for the entire amount won't be possibleGeorge Street is happy to return all money that was paid toward video services The video service portion of the Photo/Video Suite package is $We would also like to extend the ability to work on video revision to make this video the best possible version for the client If there are more than just quality issues, George Street would like the opportunity to attempt to correct, or revise as much as needed

Initial Business Response /* (1000, 5, 2014/02/12) */
Contact Name and Title: *** Director
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@georgestreetphoto.com
Basic editing is included in all of *** Street's packages, which optimizes all of the photos for light balance,
red eye correction, and colorIt specifically states in all of our contracts that additional editing can be provided for $per hour at a client's requestWe do not charge for this or offer the option for payment to be completed in advance because we are unable to quote the number of hours needed for editing without having picturesThis would be like having a mechanic provide a quote for a car without first doing a diagnostic on the vehicle first
As far as the timeline of Dr*** receipt of her products, these are on par with what we state and the terms in our contractWe state six to eight weeks for photo delivery (we were at the eight week mark with her photos), and four months for video deliver (we were at four months for her video)
In an email dated October 25, 2012, Dr*** expressed some concerns with her images, referencing that they did not appear clean and were pixelatedWe responded to the email to let her know that this was with the proofing process, and to wait until she received her full resolution photos before we started addressing any editing concerns she may have
George Street was then contacted by Dr*** on November 14th regarding the disappointment in her imagesWe explained that while a shotlist is utilized by our photographers as a general guide, is not a contractual obligation or 100% assurance that every shot requested will be taken, due to the limitations of a live eventAt this point, we were waiting for an email with notations on what exactly we could do to make her images better for her
Dr*** contacted George Street again on December 4,, expressing the same disappointmentShe expressed that she thought the additional editing would be done "free of charge" when we stated that the specific edits she was looking to accomplish would be an additional fee, but said she would consider her options and get back to us
On January 13, 2013, Dr*** contacted us to let us know she had chosen images for her album, and had listed specific comments on the photos through Pictage for our editing teamUnfortunately, we have no way of accessing these comments (we had asked for these instructions to be compiled in an email, but this request was ignored) because they only appear on Dr*** instance of the website
We didn't hear anything back until February 20th, through a phone conversation
Based on this conversation with Dr*** regarding cropping and color enhancement, we selected images we felt like we didn't need direct instructions for and had them completed (free of charge), but were still waiting for a more comprehensive listThis request was completed on February 27,
On March 8, 2013, we received an email from Dr*** thanking us for the edits on the photos, citing that "they were small changes but make a really big impact."
Within this email, she shifted the focus to her wedding video While Dr*** seems to think we offer a consultation with a video editor, this is not a service we extend to any of our clientsWhile there was a suggestion of the types of songs she wanted, we do not own royalties to this songs and cannot place them within her video unless a copy of them, purchased by Dr***, is provided to us
After outlining some feedback within this email regarding her video, she moved on to request a refund, which we were unwilling to do based on the lack of collaboration between George Street and Dr*** to truly develop products she loved
In essence, Dr*** up until this point had bypassed *** of our channels of communication and post-wedding processes, ending at the conclusion that we were falsely advertising our finished productWhile we can appreciate and respect her right to her subjective opinion, we have not been given the opportunity to really cultivate a final product she loves due to her lack of availability or willingness to work with us
On March 11, I spoke to Dr*** to address her complaintsI told her we would be more than happy to revise her video for her based on her preferences, but we just needed some more specific direction
On April 16, 2013, the bride notified us that she did not want to continue with any of our services - including revising the video and completing her album - and wanted a refundWe reiterated at this point that we would be happy to do whatever we could to deliver her amazing products, but we just needed her inputWe told her we were not considering a refund
On August 8, we received a request from Dr*** to revise the video and a new album with a different folder of images selected on PictageWe moved forward with the album design and video revision, but unfortunately were unable to continue with the video revision until August, 28th, as we were waiting for the songs to be provided to us to avoid any royalty infringements
On October 23, we received another email stating Dr*** wanted to stop production of her album and refund and discuss a refund
Since we had previously offered $as a result of her disappointment in the subjectivity of the photos, we also added on $for the album she was now not wanting to print (even though this is an exception to the cancellation terms of our contract)
Through months of correspondence that rounded the corner into due to Dr*** extremely busy schedule, she let us know that only 80% of a refund was acceptable for herThis is not an offer we are willing to consider, which is why our conversation has ceased and she has stopped received communication from anyone at *** Street
While I can appreciate that Dr*** is disappointed in the photos that were taken on her wedding day, George Street makes no explicit guarantees due to the volatile nature of subjectivity in regards to photographyThis is outlined in our contact, and while we make every effort to take photos that are representative of our best work, sometimes there are variables outside of our control that limit the end product
However, within a digital photography age, there is much we can do to satisfy a client's concerns within our post-production process when it is neededEven though these services are provided at an extra cost, we did offer to them to Dr*** free of charge - she chose not to take advantage of itThe same can be said about her video
We do take the wedding day of Dr*** and her husband seriously, and would love the opportunity to deliver the best products possibleBecause we do feel like we have done everything we possibly could to deliver an acceptable outcome, we are only willing to offer $back to Dr*** and her current products as they areShe has full rights to all of her footage, so if in the future - when her schedule because slightly more calm- she decides to take the footage to someone else to edit into the product she would like to cherish for a lifetime, she can do so at her leisure
George Street has not violated the contract or misrepresented our services to Dr*** in any wayWhile we understand that her opinion may be different, she has the option of not referred us to her friends or familyHowever, since there was no negligence on our part and we did perform our due diligence in attempting to service her appropriately as our client, we are not going to offer her 80% of her contract back nor increase our offer of $To ask for anything more would be a futile and, quite frankly, insulting request
We hope this response is sufficientPlease contact me at ***@georgestreetphoto.com if further information is required
Initial Consumer Rebuttal /* (3000, 7, 2014/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attached my rebuttal as well in case my entry does not render well
I have taken this time to ensure that I am appropriately representing the factsIn doing so I have procured various records that indicate the information presented in Georgestreet's rebuttal is not accurateI also must apologize that I was incorrect in stating that our photos and video were received on timeI will address this belowMy intent is to address the many statements that were discussed in the rebuttal provided by ***Thus the initial form of this letter will be a response to specific statementsI will conclude with my overall concerns and frustrations
Issue1:
As far as the timeline of Dr*** receipt of her products, these are on par with what we state and the terms in our contractWe state six to eight weeks for photo delivery (we were at the eight week mark with her photos), and four months for video deliver (we were at four months for her video)
According to our records the photos were not received until 10/via e-mail
The video months later
o Received an e-mail confirmation from georgestreet on 2/20/
o receipt 2/26/from UPS :
http://wwwapps.ups.com/WebTracking/track?HTMLVersion=5.0&loc=en_US&Requester=UPS...⇄ /> The contract states;
"delivery of the Client's proofs is to weeks and delivery of the Client's Edited Master DVD or Blu-*** Disc (if included in Client's package) is within sixteen (16) weeks of the eventThis delivery schedule is only approximate, and depends on various factors, including the Client's provision of production materials for inclusion in the DVD or Blu-Ray DiscGeorge Street makes no guarantee of any delivery date and reserves the right, within its sole discretion to extend the delivery schedule, as necessary for proper completion of the event proofs, DVD or Blu-Ray Disc, without any reduction in fees or other obligations of the Client hereunder
Our wedding date is 8/26/thus the photograph and video were indeed late
Although it states that Georgestreet reserves the right, within it's "sole discretion, to extend the delivery schedule" there was no indication by e-mail or phone that there would be delays due to "necessary...proper completion of event proofs." Furthermore we received our photos with minimal to no editing, thus brings cause to question the delay in receipt
Issue 2:
George Street was then contacted by Dr*** on November 14th regarding the disappointment in her imagesWe explained that while a shotlist is utilized by our photographers as a general guide, is not a contractual obligation or 100% assurance that every shot requested will be taken, due to the limitations of a live eventAt this point, we were waiting for an email with notations on what exactly we could do to make her images better for her
This consumer indeed contacted George street photo on 11/@ 10:am to discuss my disappointments with the photosThis conversation took place after e-mail correspondences beginning Oct25th, indicating my concern about the imagesIn the correspondence I address many specific issues some of which are,
poor cropping
failure to remove items/people from background (ieCars, videographer, camera man from posed pictures, which could have been cropped out)
specific Breast pads visible in dress shot
General lack of creativity
As listed above addressing these issues would make the photos betterAs for a "shotlist" this did not come up in our discussion and I am uncertain as to what he means by this termIf this term is in relation to the concerns regarding lack of creativity we selected the style of photography that we would like based on our photographer choice and provided a "Client Planning Sheet" as requested by the GeorgestreetThe contract states;
George Street will provide Client with a "Client Planning Sheet" at least six to eight weeks before the wedding dateIn most circumstances, this "Client Planning Sheet" will be given to the Client upon signing of the contractIf the Client is not given a planning sheet, it is his or her responsibility to obtain one from George StreetThis is the Client's opportunity to furnish George Street with a list of persons, groups, or occurrences specifically desired to be photographed and/or videotaped (if applicable), and any photos or other materials requested to be included in the video production
In this sheet we listed the importance of having our bridal party and family photographed during the eventOne of my chief complaints is the paucity of family member photographs amongst the entire group of pictures sent to usAlthough it may be difficult in many situations to identify who important family members are, it was hardly likely during our wedding, for the simple fact that my family is African American and the majority (minus 5) were not
As for their waiting for a response on what could be done to "make the photos better" that will be addressed belowLastly, if a "shot list is utilized" what is it and how is it used?
Issue #
Basic editing is included in all of George Street's packages, which optimizes all of the photos for light balance, red eye correction, and colorIt specifically states in all of our contracts that additional editing can be provided for $per hour at a client's requestWe do not charge for this or offer the option for payment to be completed in advance because we are unable to quote the number of hours needed for editing without having picturesThis would be like having a mechanic provide a quote for a car without first doing a diagnostic on the vehicle first
During the conversation on 11/I was informed that Georgestreet does not do additional editing, rather they simply do Basic EditsI asked them to explain what that means and was told that basic edits consist of adding filters, B&W photos, sepia tones, and removing red eye, "light correction was not stated"I shared with the rep that we were informed upon our signing up with Georgestreet Photo, certified editors would be able to address any editing wishes, and we were directed to examples of edited photos on the site, and within the portfolio of the photographer of our choice
After expressing further dissatisfaction due to issues with lighting (corona over cake photo, distance in portrait shots, and others issues) that "no further editing" would be done, I was told by a rep that she would speak with her director and inform us of what could be doneI was later told that I would be charged if we wanted further edits at a cost of $per hourAlso there is no statement or clause in my signed contract that states "additional editing can be provided for $per hour."
Issue #
Dr*** contacted George Street again on December 4,, expressing the same disappointmentShe expressed that she thought the additional editing would be done "free of charge" when we stated that the specific edits she was looking to accomplish would be an additional fee, but said she would consider her options and get back to us
I do not have a record of contacting or being contacted by Georgestreet photo on this date
Issue #
On January 13, 2013, Dr*** contacted us to let us know she had chosen images for her album, and had listed specific comments on the photos through Pictage for our editing teamUnfortunately, we have no way of accessing these comments (we had asked for these instructions to be compiled in an email, but this request was ignored) because they only appear on Dr*** instance of the website
We didn't hear anything back until February 20th, through a phone conversation
Based on this conversation with Dr*** regarding cropping and color enhancement, we selected images we felt like we didn't need direct instructions for and had them completed (free of charge), but were still waiting for a more comprehensive listThis request was completed on February 27,
In an e-mail on 1/were informed by a rep
Hi ***,
Thank you for letting us know and for creating the folder of the photosHowever, it would be very helpful if you could provide us with examples of edits you do likeCan you go through your "Photographer Picks" folder on Pictage and let us know which Image numbers you like from that folder? Since we edited those photos further than the others (every client gets complimentary special edits), we will know what type of editing was applied
At some point within our communications *** street photos editing staff was able to receive my requested edits as they responded in the email thread originating from 1/13:
Hi ***,
I hope you are doing well today and had a great weekend! Our editing team has completed your editing requestsThey are in their own folder on your Pictage account, and the folder is
Final Business Response /* (4000, 20, 2014/05/08) */
I'd like to reiterate that this complaint is solely based on the client's subjectivity, and nothing listed within it is something that couldn't be resolvedDr*** and her husband simply don't want to collaborate with *** Street for a solution, and instead want some type of refund of there services$1,is my maximum with all of this in mind, as 80% of the contract value is simply an unjustified fixation Dr*** has had since this conversation beganThe next response should be an acceptance of this offer, or I will start to decrease the amount rather than increasing it in the direction of $2,
Final Consumer Response /* (4200, 11, 2014/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund offered is not sufficientSee the attached response

Initial Business Response /* (1000, 5, 2015/05/07) */
Contact Name and Title: ***
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@georgestreetphoto.com
*** Street understands the dissatisfaction of the client and would like to address the specifics of what they have
stated
The client signed a contract with George Street January 21, for their wedding taking place on August 29, A customer service representative attempted to contact the client on January 29, to welcome and introduce our team and who they could come to for any help they may needWe left a messageAn email was also sent at this time to introduce our team and let them know how to get started with setting up the engagement session they had included in their package
On February 8, the client notified us of dates that they were interested in to have their engagement photos takenThe session was confirmed days later on February 12, They were to have the photos taken on March 8, at 2:PMWe received an email from the client the same day we confirmed the session that work had gotten in the way and March 8, would no longer be an optionGeorge Street cancelled the scheduled session and worked to get this rescheduleddays later on February 21, we confirmed the new date and time for the session would be March 22, at 2:PM based on the client's availability
George Street completely understand that schedules change and we were more than happy to reschedule a session for the client and photographer to be able to work together at a time that will best work for the clientThe session was scheduled, cancelled and rescheduled within a two week time frameIn general we recommend that our clients begin the scheduling process within three months of their ideal date as it can take up to weeks to get a session scheduled and potentially longer if a reschedule is needed
The engagement photo session took place on March 22, at 2:PMAs far as George Street knew the session went well and the client was happyThe images were released to the client four weeks after the session on April 22, In general the turnaround time for engagement photos is three to four weeks but may vary slightly depending on the time of year as Spring is a more popular choice for engagement photos
The client contacted us and spoke to a customer service representative one day after the images were released and let us know that she was unhappy with the overall quality and style of the imagesThe client requested that we provide her with a new photographer and a new engagement photo session with the new photographerThe representative agreed to allow her to choose a new photographer and have another session at no additional cost to her regardless of our opinion of the imagesIn order to satisfy the client George Street would waive the $fee that would be charged to anyone who chooses to cancel one photographer and select a new oneBeyond that we would be offering a $photography session 100% complimentary
George Street worked to put together options for new photographers so that the client could view new portfolios and make a selectionThe portfolios were emailed to the client on April 23, The client responded the next day to let us know that she had lost trust and would not be able to review the portfolios or discuss with her fiance until Monday, April 27,
The client replied to George street on April 27, letting us know that they felt it was best if they cancelled our services based on not knowing if there would be enough time to set up a new session and receive images from a new photographerIt was disappointing to hear that they wanted to cancel after offering to provide what they originally thought would be bestWe also felt that regardless of continuing with George Street or not that the client may be in the same situation potentially with any other hired photographer that they had not previously worked with as scheduling, editing and releasing images would take any photographer timeAt that time George Street explained that based on the cancellation policy outlined in their contract that they would be responsible for 60% of their contract total50% of the contract had already been paid as the non-refundable deposit upon signingThe client therefore would still be responsible for an additional 10% of their contract total
One of our customer service managers was then in touch with the client to discuss an amendment to the cancellation policy based on their dissatisfaction and we offered to waive the additional 10% owed as well as refund half of the 50% depositAs of today, May 7, 2015, George Street stands by the offer that has not been accepted or denied by the client officially
Our cancellation policy is time sensitive based on how close the date of cancellation is to the weddingWe understand that the client is unhappy and while we attempted to work with them to make them more comfortable they had decided that cancelling services was what was best for themBased simply on the client being unhappy we offered to reduce the cancellation fee from 60% to 25% as it is most important that a client getting married is excited and confident in their wedding photographers even if they are not a client of George StreetWe look forward to a response and hope to bring this to a resolution with the client

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for the quick response and resolution
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title:*** Director of CS
Contact Phone: XXX-XXX-XXXX
Contact Email:***
While *** Street certainly wants all of its clients to be satisfied with their photographs from a subjective
perspective, it seems a little unfair to compare unedited proofs to the finished product we market on our website
All of Mrs***'s photos were optimized before their release for color correction, red eye, and exposure balanceSince *** Street releases all of the images taken during an event - in this case 1,- some collaboration is required during our editing process
Like all of our clients, Mrs*** was offered edits of her favorite photos, which is a standard yieldGenerally speaking, out of 1,photos, it's reasonable to expect about photos to keep for album utilization or printingThese are the photos we offered to edit
Since editing is subjective, both in the photos that are chosen for additional editing and the actual adjustments made to photos, we generally ask for some type of direction from our clientsWhile Mrs*** did provide this direction, the reason why less than photos were returned to her is because some of the requests she made were redundant or not possible to complete
Unfortunately, while I would like to accommodate Mrs***'s request for an album by the end of the year, I am unable to do soThe deadlines we provide to our clients are not within my control to adjust - they are provided to us by our album manufacturer, and there is no way for me to override or work around these deadlines
What I can do is offer a complimentary upgrade to rush printing and album delivery, which will get an album to Mrs*** after she has approved a final design within two weeksThis is the best I can do
I am not going to offer any type of monetary refund whatsoeverWe are here to help in any way we can in regards to further editing and album design, but have been willing to collaborate with Mrs*** all of this time, and I cannot justify any monetary compensation, unless she would like to forfeit her album

Initial Business Response /* (1000, 5, 2014/09/30) */
Contact Name and Title:*** Director of CS
George Street is willing to do whatever we can from a post production process to assist in providing a great end product in regards to both the photos taken and the finished video
We
could proceed providing our full range of services, but could not do so and offer a refund on the value of the contract or any portion thereof
In addition, George Street will not pay more than the contracts value of $3,We would be happy to offer a refund of the full contract - $3,- but will not be including the digital negatives of any photos taken or providing any video (edited or otherwise)
Unfortunately, one is not able to get a full refund and keep the products, too
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So basically you're saying we should accept that we have terrible images from our special day and deal with itAfter receiving the 'edited' images they were still bad quality I'm not sure how it's possible from a production stand point that you can edit already edited pictures..? We are hoping the video is of a decent quality so we have some memories to look back on but we are not accepting No pictures and Video from our wedding!
I have no even received a single call from you to discuss; which would be the first step in overcoming a complaint one would think, in case you don't have it ***Would be great if we could come to a civilized agreementLook forward to hearing from you
Final Business Response /* (4000, 9, 2014/10/10) */
George Street and clients have agreed to a $1,refund, providing a copy of digital negatives, as well as video completion and post-production supportPaperwork to finalize this agreement in writing has been sent to clients

Initial Business Response /* (1000, 8, 2014/09/15) */
Contact Name and Title: *** Director of CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@georgestreetphoto.com
While I can understand and sympathize with Mrs***'s point of view, and can only imagine the horror she
endured upon the discovery of the video footage from her wedding being displayed in such a public manner, I must put my personal feelings aside in this situation and abide by a strict interpretation of the contract between *** Street Photo & Video and our clients, Mrs*** (Staump) *** and Mr*** ***
Mrs*** is correct in referencing the specific amendment - Amendment - in her contract that relates specifically to the rights, ownership, and usage of any and all footage or final video products delivered by *** Street Photo & Video and its third party servicers there are two points I must address: first, the interpretation of the quoted portion of the amendment offered by Mrs*** is inaccurate; secondly, the remainder of the amendment, which is useful to reference based on the content of MrsInzirillos's complaint, has been, either purposefully or accidentally, omitted
Addressing the former, this provision of Amendment simply states that Mrand Mrs*** have the rights to any footage delivered to *** Street with the intent of being included in their final DVD or Blu-Ray DiscSince George Street does indeed edit the footage received by our third party servicers in order to produce its final product this portion of the amendment effectively allows Mrand Mrs*** to utilize or request any material not included in the "final cut" of their video
To address the latter, the remainder of Amendment reads as follows:
"The Client agrees to defend, indemnify and hold *** Street and its third party servicers harmless for any loss, damage, or liability for infringement of any rights arising from the use or sales of DVDs or Blu-Ray Discs the Client hires George Street to produce, edit, or duplicate."
This portion of the amendment gives George Street and its third party servicers the right to use the footage, e.gutilize the footage for marketing or, in the case of our third party servicers, personal promotionIt also prevents any action to be taken against George Street or its third party servicers
The second half of Amendment should be enough cause to have this case closedGeorge Street is not prepared to offer any compensation simply because when Amendment is invoked in its entirety and properly understood, neither George Street nor its third party servicers breached or violated any part of the contract signed by Mrand Mrs***
Of course, this does not mean - as I stated earlier - that we are not sympathetic to the very private nature of the moments we are responsible for capturingAs such, we have made efforts to remove any existing copies of Mrand Mrs***'s footage that *** Street or its third party servicers have placed onlineWhile we understand this is not the same as never having the footage available for public viewing in the first place, we do hope they understand we took the action to have them removed in order to appropriately address their concerns, even though we were under no contractual obligation to do so
Initial Consumer Rebuttal /* (3000, 10, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not AGREE to allow George street or ANY 3rd party vendor to utilize any of the footageI did bring up that we wanted to be 100% clear that we would be the sole owners of our footage and our pictures and expressed initially that we did not want any of our footage or pictures to be used for marketing or 3rd party assuage initiallyGeorge Street denied this request and purposely allowed their 3rd party vendor to use for personal business purposes
*** assured us that our footage would not be in any way used without our consentEither your contract or your employee was misleadingWe are not responsible for being mislead and feel that we are still entitled to a full refund for George Street purposely misleading their customer
Final Consumer Response /* (4200, 14, 2014/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What we don't understand is how the George Street Contact can both say that we are the Owners of our pictures and footageThen turn around without or consent and knowledge release those pictures and footage for their 3rd party vendors to useYour contract states that we are the owners, and that GEORGE STREET *** use that footage for *** STREET's marketingThe Footage and pictures is not used for GEORGE STREET's marketingIt is being used for the 3rd party vendors benefit and once again we will reiterate, that is was against our consent to do soYour employees failed to notate our account for privacy and non usage of our pictures and footage, and we were not notified that the product was going to be used for anything other then own personal usageEven further we were reassured that this exact scenario would NEVER happen, from your EMPLOYEE!
The videographer still has still photo's of the event up on his website (See Attached for Proof)Plus I am outraged to know that GEORGE STREET believes it acceptable to say that "Furthermore, all media files - which served as the catalyst for this case - have been removed to my knowledge"It is not OK to have my product which I purchased be released on the Internet where there was SEVERAL views by people whom I don't knowOur family and our own privacy was blatantly disregarded
I strongly recommend that GEORGE STREET corrects their wrong doing! They assured me that they would have all the video and pictures removed that were posted with out our consentWhich has not happenedI further recommend that GEORGE STREET reimburses us financially for the hardship that we have had to go through with dealing with GEORGE STREETS inability to follow through with what they sayFor example, removing the footage and video, and Per your employee ***, that our VIDEO and FOOTAGE WOULD NOT BE RELEASED WITH OUT OUR CONSENT AND KNOWLEDGE OF DOING SO
Final Business Response /* (4000, 16, 2014/09/30) */
Unfortunately, there is no way for us to prove what exactly the conversation was with ***
What I can comment on is that George Street would explicitly write any quarantine agreement within the contract so it could appropriately amend the clauses in the contract with respect to our and our third party's rights to utilize any images or footage for marketing purposesUnfortunately, no such notation was made, so I have to enforce the contract as-is
*** would be unable to simply "make a note" on any client account to this end; these changes have to be made in writing
Furthermore, I did say "to my knowledge" all of the appropriate steps have been followed to remove any photos or videoI am more than happy if anything else is still in public view to have those items removed as well
I am happy to offer $back as a token of apology in order to bring this to a close

George Street is truly sorry to hear that *** and *** find any of their products from us anything less than satisfactory In looking through documentation, we see that their disappointment was expressed after initially receiving their video, and apologize if it was felt that not enough was
done on George Street's side to remedy the situationWe did want to clarify that although we fully recognize and take responsibility for the fact multiple DVDs had to be sent in order for the client to be able to view their video properly, the initial wedding video was sent to the client well within our quoted time frame of months In addition to video services, the Photo/Video Suite package also included photography services (lead photographer and 2nd photographer) as well as an albumConsidering all the digital negatives have been provided to the client and downloaded multiple times, as well as the album being designed and delivered, a full refund for the entire amount won't be possibleGeorge Street is happy to return all money that was paid toward video services The video service portion of the Photo/Video Suite package is $We would also like to extend the ability to work on video revision to make this video the best possible version for the client If there are more than just quality issues, George Street would like the opportunity to attempt to correct, or revise as much as needed

Initial Business Response /* (1000, 5, 2014/03/18) */
***
George Street has agreed to cancel *** contract, as well as refund the entirety of the depositWe
wish them the best, and are sorry we won't be a part of their special day
Final Consumer Response /* (2000, 7, 2014/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response since I will receive my deposit in full and they will cancel the contract with no penalty

We are very sorry to hear that *** and *** are disappointed and unsatisfied regarding their wedding imagesI did want to take a moment just to clarify that we were made aware that the clients were unhappy only by getting a notification that *** had left a negative review on ***Up until
then, we assumed that the product we provided was up to their standards, which is why we sent emails to start the album processFrom that point, our Assistant Director of Customer Service, *** did attempt to reach out to discuss what we could do to help make their images better and bring things to a resolutionGeorge Street is very confident that, if given the chance, we could work with both *** and *** to get their images to a place with which they are more satisfied, but that will require that either *** or *** work with us directly so we can get a better understanding of how we can help If that is something either *** or *** are unable or unwilling to do, we will instead offer a refund of $as a way of showing that we are truly apologetic that their experience with George Street has been anything less than satisfactory

Initial Business Response /* (1000, 8, 2015/01/09) */
Contact Name and Title: ***, Director of CS
Contact Phone: XXXXXXXXXX
Contact Email: ***
*** Street would be happy to refund the cost of Mrs*** album in order to satisfy her concerns and bring this
situation to a resolution
The cost of the album was $including taxIf MrsBrown finds this amount agreeable, we will follwith refund paperwork
Initial Consumer Rebuttal /* (3000, 17, 2015/02/12) */
*** *** Wed, Feb 11, at 9:PM
To: *** ***"
I'm sorry I don't understand
I accepted the terms that they offered and was waiting for their paymentI also received a review of your servicesBut I never received what the company offered me to close the caseYes I would like to open it again if they have no plan on fulfilling their offer we already agreed upon
Thank you,
***
Final Consumer Response /* (4200, 29, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The agreement is, in essence, a gag orderWhile I completely understand their want to have a clean customer service record, I will not be signing something that so clearly puts me at a disadvantageI will address each part as it is numerically divided
I require the names to reflect our current namesMy name is *** *** *** (formerly *** ***) and my husband's name is *** *** (Formerly *** ***
Deal
Deal
I would like the language on your Non-Disparagement changedAs I have already submitted honest reviews of your performance to multiple websites, I am not sure how to go about removing themI will not sign anything that puts me at fault for my inability to remove honest reviewsI will do my best but would appreciate a caveat in the language for previous reviews submitted to be negatedI do not wish legal action to be brought up against myself ***
Suure
I would like it removed that I must go to Illinois for any court that you deem is necessaryI signed my contract in Minnesota and it is only right that we continue any issues in Minnesota
Deal
I have no intentions of continuing a vendetta against your company but also have no wishes for you to continue one eitherWhile this order might be a standard that you send to each customer you have a disagreement with, it is designed to only benefit one party (congrats to your legal team)
Final Business Response /* (4000, 31, 2015/03/06) */
We have spoke with the client directly and have come to an agreement with the wording of the refund agreement that is needed to be signed in order to issue the refundWe have added a clause stating we recognize that the client has given every effort to remove reviews, we corrected the names, and removed clause The documentation has been signed by both parties, and the refund check will be mailed within the next two weeksIt is our understanding that the client will keep this case open until she has received her refund check

Initial Business Response /* (1000, 5, 2015/05/07) */
Contact Name and Title: ***
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@georgestreetphoto.com
*** Street understands the dissatisfaction of the client and would like to address the specifics of what they have stated
The client signed a contract with George Street January 21, for their wedding taking place on August 29, A customer service representative attempted to contact the client on January 29, to welcome and introduce our team and who they could come to for any help they may needWe left a messageAn email was also sent at this time to introduce our team and let them know how to get started with setting up the engagement session they had included in their package
On February 8, the client notified us of dates that they were interested in to have their engagement photos takenThe session was confirmed days later on February 12, They were to have the photos taken on March 8, at 2:PMWe received an email from the client the same day we confirmed the session that work had gotten in the way and March 8, would no longer be an optionGeorge Street cancelled the scheduled session and worked to get this rescheduleddays later on February 21, we confirmed the new date and time for the session would be March 22, at 2:PM based on the client's availability
George Street completely understand that schedules change and we were more than happy to reschedule a session for the client and photographer to be able to work together at a time that will best work for the clientThe session was scheduled, cancelled and rescheduled within a two week time frameIn general we recommend that our clients begin the scheduling process within three months of their ideal date as it can take up to weeks to get a session scheduled and potentially longer if a reschedule is needed
The engagement photo session took place on March 22, at 2:PMAs far as George Street knew the session went well and the client was happyThe images were released to the client four weeks after the session on April 22, In general the turnaround time for engagement photos is three to four weeks but may vary slightly depending on the time of year as Spring is a more popular choice for engagement photos
The client contacted us and spoke to a customer service representative one day after the images were released and let us know that she was unhappy with the overall quality and style of the imagesThe client requested that we provide her with a new photographer and a new engagement photo session with the new photographerThe representative agreed to allow her to choose a new photographer and have another session at no additional cost to her regardless of our opinion of the imagesIn order to satisfy the client George Street would waive the $fee that would be charged to anyone who chooses to cancel one photographer and select a new oneBeyond that we would be offering a $photography session 100% complimentary
George Street worked to put together options for new photographers so that the client could view new portfolios and make a selectionThe portfolios were emailed to the client on April 23, The client responded the next day to let us know that she had lost trust and would not be able to review the portfolios or discuss with her fiance until Monday, April 27,
The client replied to George street on April 27, letting us know that they felt it was best if they cancelled our services based on not knowing if there would be enough time to set up a new session and receive images from a new photographerIt was disappointing to hear that they wanted to cancel after offering to provide what they originally thought would be bestWe also felt that regardless of continuing with George Street or not that the client may be in the same situation potentially with any other hired photographer that they had not previously worked with as scheduling, editing and releasing images would take any photographer timeAt that time George Street explained that based on the cancellation policy outlined in their contract that they would be responsible for 60% of their contract total50% of the contract had already been paid as the non-refundable deposit upon signingThe client therefore would still be responsible for an additional 10% of their contract total
One of our customer service managers was then in touch with the client to discuss an amendment to the cancellation policy based on their dissatisfaction and we offered to waive the additional 10% owed as well as refund half of the 50% depositAs of today, May 7, 2015, George Street stands by the offer that has not been accepted or denied by the client officially
Our cancellation policy is time sensitive based on how close the date of cancellation is to the weddingWe understand that the client is unhappy and while we attempted to work with them to make them more comfortable they had decided that cancelling services was what was best for themBased simply on the client being unhappy we offered to reduce the cancellation fee from 60% to 25% as it is most important that a client getting married is excited and confident in their wedding photographers even if they are not a client of George StreetWe look forward to a response and hope to bring this to a resolution with the client

George Street has offered a $monetary refund for client's disappointments In addition we are also offering complimentary products: digital copy of video, image image edits, additional album pages, and video raw footage on a hard drive in order to bring this to a resolution

To Whom it May Concern,Our wedding coordinator team has been communicating with MsKerri *** for the past few weeks about her concernsHer initial contract outlines our process and the fact that she wouldn't be communicating with her talent until the week prior to her weddingSince Ms
*** continues to have concerns, we are giving her a full refund in the amount of $Please let me know if there is any additional information you require. -Tim ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please let me know how to proceed. The refund will go to my fiance's mother and step-father.
Sincerely,
[redacted]

Final Consumer Response /* (450, 7, 2014/03/25) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
[redacted] from George Street has contacted us and offer a full refund, which we accepted.

George Street is willing to compromise, after hearing the details of some of the negatives aspects of the customer service experience, and issue a partial refund of the deposit.  We can offer a refund of $1000.00. We will only keep the portion of the deposit of $1737.45 that it cost for the...

engagement session (including materials) as well what we owe the cancelled talent member.