Graymask

***,
I sympathize with *** *** and concede that it has been a long wait in the delivery of his final wedding videoThe delay in delivering his wedding video has been due to the fact that we’ve been working through a significant back log and have had turnover in the
contingent staff we have relied on to help in the editing processI have consistently communicated these challenges to *** *** but however assured him that we are committed to the delivery of a quality product*** *** has indeed asked that we send him RAW video files for editing by a third partyThis unfortunately will violate our contract with him and does not resolve the delivery of his wedding video
Thus far we have delivered all photographs taken over the days of coverage and a highlight video of the wedding day What is still outstanding is the final wedding video:
Request for Refund:
This project was a complete loss to Graymask and thus there are no amounts to refund *** *** paid Graymask $Out of that amount $went towards photography coverage for days which has already been delivered Sales tax was $with $in labor cost alone on the day one of his weddingThis leaves about $which had to cover labor cost for a crew of on the actual wedding day, overnight hotel stay in Dallas, food and transportation from Austin to Dallas.
Finally several hours of editing costs
Request for Raw Footage:
Graymask retains full copyright ownership to all video and photography filesClients may elect to purchase raw footage for personal use only, with a proper release from Graymask*** ***’s contract with Graymask does not include a raw footage purchase
Final Resolution:
We are on schedule to complete and ship all final products owed to ***
*** on April 30th
Kindly email or call to confirm the receipt of this emailLet me know if you need anything else from our end
Thanks,
***
***

Complaint: [redacted]
Hello [redacted]
I understand [redacted]' position with the turnover and back logs, but for me as a customer it has been a long wait. We have been promised that the videos were close to being done many times before, and even he has said that I have a lot of patience when we last spoke last November. I have called many times since, only to find his voice mailbox full or the number listed on Graymask.net disconnected.
I have also attached the invoice we paid which clearly states $3500 was for the video package. At this point all we really want is the videos of our wedding and I absolutely don't need the raw footage if it will be delivered as promised this time. 
I will be completely satisfied and will be happy to close this complaint once we receive all the products. [redacted] mentioned that it is on scheduled to be completed and shipped by April 30th and since it is only a week away I'd prefer to have this complaint open until then.
Regards,
[redacted]