RESPONSE TO COMPLAINT #*** ***BUSINESS RESPONSE:We collect a $non-refundable security deposit to block off a client’s wedding dateOur contract does not guarantee a specific date for an engagement sessionScheduling
the engagement session depends on photographer availabilityIn this case, the client wanted engagement photos on a specific date, and we were not available for that dateWhen she received this news, she no longer wanted to work with our companyWe cannot refund a wedding security deposit due to a rescheduled engagement session, which is very clear in our service agreement/contract.We currently have small teams of photographers in statesIt is true that on the particular day this bride called our local phone number in Omaha of 402.312.4605, there was an issue with our cell service for that particular lineWhen we realized the problem, the bride’s lead photographer called and spoke to her, but she was no longer willing to cooperate with rescheduling her engagement session and subsequently hung up on her photographer. Due to the cancellation policy in our service agreement, we cannot refund a security deposit due to a rescheduled engagement sessionThis is an industry standard policyWe were more than willing to work with this bride and fulfill our agreement, and we are sorry she was unhappy with our terms
Revdex.com:
I have reviewed the response
made by the business, and find that this resolution is satisfactory to mePlease note, however, that this business did ignore all attempts to get the refund to us in a timely mannerIt took over a year.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business, and find that this
resolution is satisfactory to meIn addition to the refund owed, Unveil Loft had also verbally confirmed in email that they would send RAW photos that were requested In my outline of the complaint I had forgotten to include this request Is it possible to also request the raw photos?
Regards,
*** ***
When we learned our staff could no longer accommodate this wedding, we informed the client and agreed to a full refund of $1175. As much as we would've like to issue the refund within 30 days, we did not have the funds available.We do not dispute what we owe this client, and will issue a...
from: [redacted]to: [email protected]: Tue, Jul 7, 2015 at 7:19 AMsubject: Complaint ID:[redacted]
Hi, my name is [redacted]. I had originally filed a complaint with Revdex.com against Unveil Loft on 5/19/15 (complaint ID [redacted]). I received a response from Unveil on 6/3/15 stating they would resolve the refund within 30 days (July 6, 2015). Yesterday was July 6 and no payment was received nor communication asking for extension. I could not find any place on the Revdex.com website to send this, so I am sending this email. Please let me know how I should proceed.Thanks,[redacted]
[redacted]
After receiving this complaint, the customer was refunded the $300 she requested within one business day. Unfortunately we explained several times to this customer how our business model works. We do not contract photographers. All of our photographers are employees and live locally...
with our clients. They shoot exclusively for our company. Our production office (editors) are located in Fort Collins, however we conduct business throughout the midwest.This customer's issue is resolved.
RESPONSE TO COMPLAINT #[redacted]BUSINESS RESPONSE:This client was refunded $650.00 on April 8, 2015 and sent confirmation to the business via email that he considers this matter closed.
[redacted]
[redacted]
[redacted]
[redacted]
Hello,I wanted to notify you our complaint with Unveil Loft has been resolved, The company complied with our request for the $300...
refund in addition to the pictures purchased with the $100 print credit. Thank you for your assistance in this matter.[redacted]
RESPONSE TO COMPLAINT #[redacted]BUSINESS RESPONSE:We issued the complimentary prints requested by the client with a value of $100. We also agreed to refund this client $250, which will be issued as soon as possible.
We had some communication errors right off the bat but my husband and I had already submitted a non-refundable deposit. We had a great experience with our photographer but anything to do with contacting Unveil Loft was pulling teeth. It took a very long to get them back and when we did, we did not receive as many as we thought. I know that our photographer took some more shots and some better ones that didn't receive. Also, none of them were edited. I had to tell them to photoshop out some wires hanging in the background and many other things. When they finally did do some editing, it was not good. A woman was trying to help me but then just stopped responding to my emails. I do not understand how we can pay so much money for something and not receive what was promised. It was a big disappointment for what was supposed to be the best day.
RESPONSE TO COMPLAINT #*** ***BUSINESS RESPONSE:We collect a $non-refundable security deposit to block off a client’s wedding dateOur contract does not guarantee a specific date for an engagement sessionScheduling
the engagement session depends on photographer availabilityIn this case, the client wanted engagement photos on a specific date, and we were not available for that dateWhen she received this news, she no longer wanted to work with our companyWe cannot refund a wedding security deposit due to a rescheduled engagement session, which is very clear in our service agreement/contract.We currently have small teams of photographers in statesIt is true that on the particular day this bride called our local phone number in Omaha of 402.312.4605, there was an issue with our cell service for that particular lineWhen we realized the problem, the bride’s lead photographer called and spoke to her, but she was no longer willing to cooperate with rescheduling her engagement session and subsequently hung up on her photographer. Due to the cancellation policy in our service agreement, we cannot refund a security deposit due to a rescheduled engagement sessionThis is an industry standard policyWe were more than willing to work with this bride and fulfill our agreement, and we are sorry she was unhappy with our terms
Revdex.com:
I have reviewed the response
made by the business, and find that this resolution is satisfactory to mePlease note, however, that this business did ignore all attempts to get the refund to us in a timely mannerIt took over a year.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business, and find that this
resolution is satisfactory to meIn addition to the refund owed, Unveil Loft had also verbally confirmed in email that they would send RAW photos that were requested In my outline of the complaint I had forgotten to include this request Is it possible to also request the raw photos?
Regards,
*** ***
When we learned our staff could no longer accommodate this wedding, we informed the client and agreed to a full refund of $1175. As much as we would've like to issue the refund within 30 days, we did not have the funds available.We do not dispute what we owe this client, and will issue a...
refund of $1175.00 as soon as possible.
from: [redacted]to: [email protected]: Tue, Jul 7, 2015 at 7:19 AMsubject: Complaint ID:[redacted]
Hi, my name is [redacted]. I had originally filed a complaint with Revdex.com against Unveil Loft on 5/19/15 (complaint ID [redacted]). I received a response from Unveil on 6/3/15 stating they would resolve the refund within 30 days (July 6, 2015). Yesterday was July 6 and no payment was received nor communication asking for extension. I could not find any place on the Revdex.com website to send this, so I am sending this email. Please let me know how I should proceed.Thanks,[redacted]
[redacted]
After receiving this complaint, the customer was refunded the $300 she requested within one business day. Unfortunately we explained several times to this customer how our business model works. We do not contract photographers. All of our photographers are employees and live locally...
with our clients. They shoot exclusively for our company. Our production office (editors) are located in Fort Collins, however we conduct business throughout the midwest.This customer's issue is resolved.
RESPONSE TO COMPLAINT #[redacted]BUSINESS RESPONSE:This client was refunded $650.00 on April 8, 2015 and sent confirmation to the business via email that he considers this matter closed.
[redacted]
[redacted]
[redacted]
[redacted]
Hello,I wanted to notify you our complaint with Unveil Loft has been resolved, The company complied with our request for the $300...
refund in addition to the pictures purchased with the $100 print credit. Thank you for your assistance in this matter.[redacted]
RESPONSE TO COMPLAINT #[redacted]BUSINESS RESPONSE:We issued the complimentary prints requested by the client with a value of $100. We also agreed to refund this client $250, which will be issued as soon as possible.
We had some communication errors right off the bat but my husband and I had already submitted a non-refundable deposit. We had a great experience with our photographer but anything to do with contacting Unveil Loft was pulling teeth. It took a very long to get them back and when we did, we did not receive as many as we thought. I know that our photographer took some more shots and some better ones that didn't receive. Also, none of them were edited. I had to tell them to photoshop out some wires hanging in the background and many other things. When they finally did do some editing, it was not good. A woman was trying to help me but then just stopped responding to my emails. I do not understand how we can pay so much money for something and not receive what was promised. It was a big disappointment for what was supposed to be the best day.