Photography by Brett Matthews Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
I am unable to have both the engagement and newborn session as these times have passedI was unable to utilize these services from the company and they did not provide satisfactory replacementsI do not want or feel comfortable working with this company again and simply want a partial refund for the services I did not receive and had to pay for from someone else
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:The response provided by Brett M*** is entirely untrueI have contacted this company several times since the wedding and prior to the wedding to discuss the issues I have had and was told they would accommodate the issuesThis complaint I decided to file at this time due to it being the last of many issues with this companyThe newborn photo shoot discussed in the letter was one of the final services that had been promised in the contract which were again not providedI was not going to file a complaint based on the other services if they took care of this adequately but since they have not I feel a complaint is more than warrantedAlso, the session they offered me through the email, they told me over the phone was unable to happen and when I mentioned filing a complaint, they suddenly were able to provide said servicesI am no longer interested in working with this company due to their behavior and attitude and instead want a refundPlease find below the main issues amongst others I have had with this companyI was initially told I could choose my photographer from their staff based on whoever's photography I liked bestDespite my asking soon after signing the contract to discuss which photographer I wanted, I was later told that I suddenly would not be able to chose the photographer any longer and was stuck with a photographer I was not happy with and had never met beforeThe photographer who showed up on the wedding date was rude and did not take several pictures that we had asked for.? The engagement photo shoot was cancelled by Brett M*** and "could not be rescheduled" due to the photographer being "unavailable." My husband and I took time off of work and the company found no way to accommodate usI was told that they would give me a photo session of my choosing anytime I wantedI informed them I would most likely do this once I had a family as I no longer needed an engagement session after the weddingThey told me this would be ok and I could do it "whenever I wanted." I still have not had this photo sessionI also missed out on having engagement pictures due to their inability to accommodate us and was stuck paying for hair and makeup that I did not end up needing.? I have never received the digital files of my wedding photographs which I was entitled to as of ***My wedding album and parent albums took months longer to arrive than was supposed to.? They were "unable" to accomodate my newborn photo session which I had been promised when signing the contract in January I ended up having to pay $1,to have a newborn photo shoot as I refused to miss out on having these photos taken as I had with our engagement pictures.This company has terrible customer serviceThey say they offer services but there is actually red tape that they do not explain when you sign up for themWhen you attempt to utilize the services promised, they make it close to impossible for you to schedule the services and/or cancel last minute.?
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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Dear MsMurray, I read the complaint filed by Alana Carvalho with your agency and I am concerned about her claims of Brett M*** not upholding to the photography contract she signed with us four years agoWe have never had a complaint about anything related to her wedding which was held in
September of until she telephoned the studio last November to schedule a baby sessionAll contractual obligations were met according to the photography contract (attached) except an engagement photo session which was the couple’s responsibility to scheduleThis session can take place in a few places in Nassau County or Manhattan *** *** telephoned the studio last November and asked about taking pictures of her newborn babyWe explained that we would be happy to photography her baby but we do not have an indoor studio to accommodate this shoot and it is too cold outside for a newbornSince they did not do an engagement session, they felt that we should come to their apartment in Hoboken, New Jersey and photograph their newborn baby there(A location that was not ever an option for their engagement session)We suggested she wait until the springtime and we could use the park located directly across the street from our officeWhen she was still unhappy with this offer because she wanted newborn pictures, we gave her a time to come to the studio and we would put together a way to try and satisfy her request for the indoor shoot (please see our 11/**/email listed below)She never even replied back Every effort was made to accommodate this coupleWe are sorry they didn’t take advantage of our offers and feel they are entitled to a refund Sincerely, Christopher L*** Studio Manager I want to review the conversation we had earlier today regarding the newborn baby session you are requesting at your home in Jersey CityYou were married a little over three years ago but signed your contract four years ago come this January.? The engagement session is included your contract and you and *** had almost four years from this date to schedule itThe one date you had needed to be rescheduled due to the weatherHowever, your contract does not state that you receive a baby session but we are more than willing to honor the fact that you felt it was included.? As you are aware, these sessions are not done at the client’s homeYour contract clearly states that your engagement session is in *** *** *** *** *** ***, *** *** ** *** ***You can bring the baby here on Wednesday afternoon, December *** at 2:We will try and make a make-shift studio to photograph the baby.? Congratulation to you and *** and please let me know if this is something you want to scheduleI would need an answer on this by tomorrow afternoon in order to hold the date and time.? Best always, ***

If for some reason we could not perform the services contracted for, we would certainly refund the clients moneySince they are opting not to use these services, there will be no refund issued?

Review: I used Brett Matthews to capture my wedding on 9/**/14. I paid over $18,000 for photos and cinematography. I paid additional money for the owner Sheri to be the main photographer and another $500 for them to stay an additional hour. She promised me 3 parent albums since my parents are divorced and we were spending so much money. At the end of all of this I was not happy with my pictures and she then said she never said she would make 3 adult albums. Why would I make this up? They then asked for money for tolls and parking which I paid for, I had to pay everything in total before receiving anything. I am still waiting on photo albums, a video which they now said is only a short 2min trailer. I have hours of raw footage but can't do anything with it. I do not have the rights to my pictures until 3 years later. What? I couldn't print or post one picture from my wedding day and it is now a year later. I have left several messages and emails for Sheri to contact me but she has someone else do it since she is so busy. This has been a terrible experience. I never took engagement photos and paid for 7 photographers to eat at my wedding at a [redacted] venue out of the kindness of my heart because that was the right thing to do. She has treated us unfairly and my money and pictures were all a waste. I asked about an edited version of my video to have to look back on and they said they can give it to me at a "discounted" price of $1,500. This has been a joke. I know plenty of people who got married and spent half the money we did and got amazing edited pictures that they have access to as well as albums and videos. We got married in NYC at a beautiful outdoor rooftop and she blamed me for missing the pictures up there because she wanted to take 50 of the same exact picture in the middle of the street.Desired Settlement: I either want money back from the fortune that we spent or to do the right thing and print me an additional album that was promised. An edited video for my memories would be great.

Review: I hired Brett M[redacted] as the photographer for my wedding. Not only was I unhappy with their services on the day of the wedding due to not adhering to the contract but they did not follow through on providing what was agreed upon in the contract. Included in the package that I selected was an engagement photo shoot as well as a newborn photo session. Brett M[redacted] did not follow through on providing either of these sessions. Instead, when I attempted to book the sessions, they had rigid requirements for the sessions that were not discussed at the time of the contract nor specified on the contract making it impossible to book the sessions. After not being given my engagement photo shoot, I was promised that I could use the session at another time. However, I was unable to do this. I'm left with $1500 worth of photography that I have been unable to use and had to hire another professional as a result.Desired Settlement: Based on my inability to utilize 2 of the promised sessions and unhappiness with the services rendered, I would like a refund in the amount of $1500.

Business

Response:

Dear Ms. Murray, I read the complaint filed by Alana Carvalho with your agency and I am concerned about her claims of Brett M[redacted] not upholding to the photography contract she signed with us four years ago. We have never had a complaint about anything related to her wedding which was held in September of 2012 until she telephoned the studio last November to schedule a baby session. All contractual obligations were met according to the photography contract (attached) except an engagement photo session which was the couple’s responsibility to schedule. This session can take place in a few places in Nassau County or Manhattan. [redacted] telephoned the studio last November and asked about taking pictures of her newborn baby. We explained that we would be happy to photography her baby but we do not have an indoor studio to accommodate this shoot and it is too cold outside for a newborn. Since they did not do an engagement session, they felt that we should come to their apartment in Hoboken, New Jersey and photograph their newborn baby there. (A location that was not ever an option for their engagement session). We suggested she wait until the springtime and we could use the park located directly across the street from our office. When she was still unhappy with this offer because she wanted newborn pictures, we gave her a time to come to the studio and we would put together a way to try and satisfy her request for the indoor shoot (please see our 11/**/15 email listed below). She never even replied back. Every effort was made to accommodate this couple. We are sorry they didn’t take advantage of our offers and feel they are entitled to a refund. Sincerely, Christopher L[redacted] Studio Manager I want to review the conversation we had earlier today regarding the newborn baby session you are requesting at your home in Jersey City. You were married a little over three years ago but signed your contract four years ago come this January. The engagement session is included your contract and you and [redacted] had almost four years from this date to schedule it. The one date you had needed to be rescheduled due to the weather. However, your contract does not state that you receive a baby session but we are more than willing to honor the fact that you felt it was included. As you are aware, these sessions are not done at the client’s home. Your contract clearly states that your engagement session is in [redacted]. You can bring the baby here on Wednesday afternoon, December [redacted] at 2:00. We will try and make a make-shift studio to photograph the baby. Congratulation to you and [redacted] and please let me know if this is something you want to schedule. I would need an answer on this by tomorrow afternoon in order to hold the date and time. Best always, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The response provided by Brett M[redacted] is entirely untrue. I have contacted this company several times since the wedding and prior to the wedding to discuss the issues I have had and was told they would accommodate the issues. This complaint I decided to file at this time due to it being the last of many issues with this company. The newborn photo shoot discussed in the letter was one of the final services that had been promised in the contract which were again not provided. I was not going to file a complaint based on the other services if they took care of this adequately but since they have not I feel a complaint is more than warranted. Also, the session they offered me through the email, they told me over the phone was unable to happen and when I mentioned filing a complaint, they suddenly were able to provide said services. I am no longer interested in working with this company due to their behavior and attitude and instead want a refund. Please find below the main issues amongst others I have had with this company.1. I was initially told I could choose my photographer from their staff based on whoever's photography I liked best. Despite my asking soon after signing the contract to discuss which photographer I wanted, I was later told that I suddenly would not be able to chose the photographer any longer and was stuck with a photographer I was not happy with and had never met before. The photographer who showed up on the wedding date was rude and did not take several pictures that we had asked for. 2. The engagement photo shoot was cancelled by Brett M[redacted] and "could not be rescheduled" due to the photographer being "unavailable." My husband and I took time off of work and the company found no way to accommodate us. I was told that they would give me a photo session of my choosing anytime I wanted. I informed them I would most likely do this once I had a family as I no longer needed an engagement session after the wedding. They told me this would be ok and I could do it "whenever I wanted." I still have not had this photo session. I also missed out on having engagement pictures due to their inability to accommodate us and was stuck paying for hair and makeup that I did not end up needing. 3. I have never received the digital files of my wedding photographs which I was entitled to as of [redacted]4. My wedding album and parent albums took months longer to arrive than was supposed to. 5. They were "unable" to accomodate my newborn photo session which I had been promised when signing the contract in January 2012. I ended up having to pay $1,000 to have a newborn photo shoot as I refused to miss out on having these photos taken as I had with our engagement pictures.This company has terrible customer service. They say they offer services but there is actually red tape that they do not explain when you sign up for them. When you attempt to utilize the services promised, they make it close to impossible for you to schedule the services and/or cancel last minute.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

If for some reason we could not perform the services contracted for, we would certainly refund the clients money. Since they are opting not to use these services, there will be no refund issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am unable to have both the engagement and newborn session as these times have passed. I was unable to utilize these services from the company and they did not provide satisfactory replacements. I do not want or feel comfortable working with this company again and simply want a partial refund for the services I did not receive and had to pay for from someone else.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,