Performance Auto Group

On Fri, Apr 6, at 9:AM, [redacted] & [redacted] < [redacted] > wrote:Good morning! I am confirming that my order has been received and is correctPlease let me know if you need anything else from meThank you, [redacted]

This correspondence is in reference to ID *** regarding contact to the Revdex.com.I was contacted by a former client to photograph their family portrait. They were getting ready to leave to go on vacation so I cleared my schedule to accommodate getting them in prior to their trip. I did so
due to the fact that I was also going to be leaving for weeks and would be unavailable for them beyond this time. They were informed that I would be gone and they could take their time reviewing the images as the business would not be open during that time.Their session was in fact shot onJuly 19thas shown in attachment 1. All images are created RAW and need to go through a "darkroom" digital process to prepare of viewing. Their slideshow was placed on the website onJuly 27thas shown in attachment 2. An email was sent stating that their portraits were available for viewing. As shown in attachment 3, the login page clearly states in places that "Orders can be made through this site or during a consultation. So that your order is correct, we cannot accept orders that come in via email, text messages, Facebook, etc." This information is also within the email. On the login page, it also states "Your print order will be placed once payment in full has been received." Also stated is "All ordered portraits are personally hand retouched. Artistic retouches take time, please allow 4-weeks for final delivery of prints and products". This is from the date of order (any orders outside of business hours will be process the next business day). Sadly, the ordering process was not followed, instead an email was sent with the information enclosedThis does not allow the tracking of the order or the website created invoice to be sent automatically to the client with the amount due and order information.This client unfortunately was caught in the perfect storm. I shut down my main computer since I would be gone for weeks. This computer refused to boot up when I returned to town. While no portraits were in jeopardy, all emails within this timeframe were lost, as well as vital programs. I have been working since then trying to restore all lost information. If the client had followed the directions that were enclosed with the initial email, and was again provided each time they logged into their private slideshow, the order would have been on the site and would not have been lost for so long. Oddly enough, prior to receiving your letter, the order was recovered (their initial email was placed at9:50PMAugust 14, which would have been processed on the followingMonday, August 17thhad I been in town)The prints had been ordered prior to your letter arriving. This is less than weeks beyond the 4-week timeframe.I did speak to the client during the time I was out of town. I reminded them that I was gone and would work on their order when I got back. The loss of this computer included my client contact information as well as the loss of the emails and unfortunately issues with the delivery of email since. I have not been participating in social media as correcting this computer issue has taken a great deal of time.This situation is of course, regretful. The client will be contacted with their invoice and mode of delivery of the final product set up.Thank You.Sincerely,Firefly Photography

[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 ***. This resolution is satisfactory to me, and we will await the next contact from the business in the coming daysWhile some of what Firefly has pointed out is true (such as our failure to do the ordering through the website), we would not have been so frustrated as to file a complaint if all of our recent efforts to reach the business had been responded toAll we wanted was one call or some sort of communication...we were willing to wait as necessary for the product but had heard nothing for so long we were ready to give upUnfortunately, because of this lack of communication we did not know of the other difficulties they were experiencingIf so, we would have patiently waitedHaving said this, I am sure we can work amicably from this point forward, putting this matter behind us and completing the business transaction
Regards,
*** ***

I photographed Aly *** in the fall Sue ***, Aly's mom said she had placed her order As you will note in attachment 2, I did not receive an order on my website Unfortunately my older brother had a major surgery in October and spent the next months in ICU in ***
I was out of state when Mrs*** tried to reach me When I returned, my brother passed away and I contacted all of my clients that had placed orders There was no order placed through the online website If you will note attachment which is the first page clients come to, it states several times only online or in person consultation orders are accepted For quality control, and to avoid this type of situation, email, Facebook, text message, etcorders are not accepted It also states delivery times on this page and the invoice email that is generated when the order is submitted online.The best I can surmise from the information Mrs*** provided me was that she placed her order in the cart but did not submit it She did send an email while I was out of state and I missed itDue to this, she was not contacted by me prior to leaving the state for my brother's funeral.I have provided Mrs*** with the files that came with her package and a additional bonus of files for her inconvenience I am waiting on her paper prints to come in from my lab and will send them to her as soon as they arrive.Please let me know if you need any additional information.Sincerely,Lori ***

On Fri, Apr 6, 2018 at 9:35 AM, [redacted] & [redacted] <[redacted]> wrote:Good morning!  I am confirming that my order has been received and is correct. Please let me know if you need anything else from me. Thank you, [redacted]