[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 [redacted] , and find that this resolution is satisfactory to me I would like *** to know that we have absolutely loved working with her and I never would have come to this extreme had I been able to reach her any other wayThe hardcopy was never sent or at least not receivedOur address is the same as it was at the time of the weddingI also frequently checked the online proof site but never saw oursI was just absolutely heartbrokenIf I can still get them that'd be amazingRegards, [redacted]
From: [redacted] [redacted] /> Date: Fri, Jul 25, at 8:PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: " [redacted] I have heard back from the businessThey gave me my money back and I am satisfiedThank you for your help!
Mrs [redacted] had a complimentary family session with Swift Click Photography on October 19th, A sneak peak, followed by her entire album was uploaded onto our client imaging portal for her to downloadImages supplied on our portal have no cost for the client to download or saveA print release is also includedOne disc copy was also sent to the address we had on file from her wedding with us, a year prior Swift Click Photography was in the process of closing at this time, which the client was aware ofIn place of a monetary exchange, the client exchanged a jewelry organizer for her sessionI attended her session and supplied her photos digitally as well as by hardcopy Also during this time our access to our e-mail address, phone line, office address and web url expiredIn place, we createdswiftclickphoto.weebly.com, with access to our new e-mail,[email protected] no longer have a text line, office address or access to any social media We met Mrs [redacted] several years ago when we photographed her weddingWe have never had any issue with this clientIt’s unfortunate that I was unaware of this issue until receiving this letter, however, we have not had any messages from [redacted] Her album upload expired on December 31st, We would be more than happy to re-instate the upload for Mrs [redacted] to regain access to her images A folle-mail will be directly sent from our client portal to the e-mail we have on file for her, giving her access to her imagesThis is the only remaining access we have since closing Thank you, [redacted] Owner/Photographer Swift Click Photography
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, I have continued to call, leave messages and email (through her portal) *** *** from SwiftClick Photography She continues to either not receive my messages or refuse to answer them In previous communication through the Revdex.com, I asked for her to contact me Since she seems to respond to this thread (and I know that she will receive it), I will ask again I would love to schedule my sessions ***, please contact me at *** ** *** My contact information has not changed since we filled out your forms or have communicated through in the pastYour refusal to respond to my communications and refusal to refund our money is disappointing and, as I stated in the past, appears to be a good way to scam people out of their money I will continue to attempt to contact her to schedule my five remaining sessions I am more than happy to continue to provide proof of my attempts at contact Please let me know if you would like this information
Regards,
*** ***
This correspondence is in reply to the Revdex.com letter dated July 30, for Swift Click Photography from our client, Mrs***
***
After reviewing the letter, I would like to respond to several elements in Mrs*** complaint as well as share Swift Click Photography’s Policies that relate to this matter.
Mrs*** was aware of our policies, including our non-refundablility policy, of which I have included below, at the time she bookedOur policies about operation and refunds are clear, and are viewable to the public on our website,www.SwiftClickPhotography.comIn addition to being accessible on our website, they are also linked on all of our invoicing, including the one Mrs*** completed for payment These are all active policies that have not changed since we began operation, and remain the same for all of our clientsMrs*** booked with us under the understanding that her package was non-refundable in any way before she began her sessions with us
Our refund policy is copied below:
From SwiftClickPhotography.com > About > Policies > Refunds
IDue to the personalized nature of these products and its' services, no refunds will be issued under any circumstanceClients understand at booking that all sales are final for each transactionConfirmation of this policy is presented upon receipt in face-to-face transactions, as well as for digital payments over PayPalIn this likeness, Packages, Bundles and Duos are also non-refundableShould any part of a package be left unused, any remaining sessions will be converted to a Swift Click Gift CertificateIn the event a client requires an additional item or replacement disc, they will be responsible for replacement fees, though a discount amount and credit will be granted in special circumstancesWe offer photography services to customers on budgets, and do so with a very, very tight budget of our ownOut of the cost of each package for us is the taxes we must pay on the sale, travel costs for each session, compensation for the photography service itself and editing, equipment, insurance, shipping or delivery, and disc suppliesWith this, the cost to Mrs*** per session is $32.14, (xsessions, equaling her $package) and does not include any of the above deductions we must make as a businessIt is unlikely that another photography services provides such a low-cost service to it’s’ customers, or attempt to satisfy them to the extent in which we've attempted with this clientWe are a small photography business which is relative to our polices in regards to refundsWe work hard to provide affordable services for our clients, but at the same time what is made monetarily on the service, goes back into product for the client, thus is a secondary reason we do not offer refunds of any natureIn regards to her statement about our attempt to cancel her session due to rain, our policies also state we reserve the right of our judgment to do so in the event of poor weatherIt is unfortunate when we must reschedule due to weather, but other clients of ours have been in this situation, and none of which have questioned our judgementWe know our clients are looking for sunny, gorgeous photos, and we aim to prevent them from having gloomy photos or rained out sessionsUnfortunately, the weather is out of our hands and we do the best we can per situation(Cancellations, Section IV) “IVIn the event of a schedule conflict by either parties, unfortunate weather, or extenuating circumstances beyond either parties control; your session will be re-scheduled to the next accommodating datePackage contents for those who are booking a session under a pre-paid purchased package will not be affected, unless a client opts to no-show at their own will.”
The day of Mrs***’s session rain was forecasted, and it already had begun raining that morning, still, upon her persistence and despite my policies, I kept her booking intactDespite running late, I notified Mrs***, who stated she had already left the parkI waited at the park for fifteen minutes to assure she did not return for her session, in which it had already began raining againIn Mrs***’s letter it states she did not see the text message, however, I have the text messages of her response, of which she replied back to almost immediatelyIt is regretful that I was running late, however, her session would have been considered a rained out session, and cancelled/re-scheduled in the long run due to the weatherDespite my strong suggestion of a re-schedule due to weather, it was heavily declined by Mrs***It is correct that Mrs*** requested I give her a call; however, my phone had no charge leftI did send her an e-mail to the address I have on her client file, but received no responseSwift Click does not have an active social media account, however, I have a personal, non-business account that is not intended for client conversationMrs*** had initially began using Facebook to contact me in regards to photo services as she was referred by another Swift Click client/personal acquaintance of mineI had not notified of receiving a message from Mrs*** since before her last session was scheduled on that account, and do not check that account oftenI have also verified in all my logs, my client e-mail system, instant book now system, and my client portal that Mrs*** has not attempted to re-schedule any session or contact Swift Click Photography on the proper mediums for businessOur client portal is available to all of our clients 24/and has not been accessed with her name or computer’s IP address since she paid for her photo package initiallyIn addition, none of our book now sheets through our instant book now system contain her information or requestsIn Mrs***’s letter she stated she has had two sessions with Swift Click Photography, however, that is incorrectShe has had threeThe third was provided free of charge as a complimentary customer service measure initiated on our behalfShe fulfilled the maternity session of her package, as well as the paid newborn sessionThe newborn session was photographed in my former Menasha-based studioHer daughter was in a poor mood during the session, so I offered a second complimentary newborn sessionI believe I went above and beyond for my client as I traveled to her home in the Combined Locks area to photograph her daughter’s second newborn shoot in her nurseryI did this willingly on my own time and on my own gas cost to satisfy my customer, Mrs***Apart from offering a complimentary session, and her openly accepting, Swift Click Photography also fulfilled her request, again free of charge, to photoshop and airbrush her husband’s forehead in her maternity photos, a service that would normally incur an hourly fee due to the length of time needed to re-edit our workDespite reaching out to this client, I have not personally heard back from herMrs*** did initiate a conversation with another client of ours about Swift Click Photography that we do feel was harassing by natureWe were notified on July 30, from a client of ours, which has never met Mrs***, stating that Mrs*** contacted them in regards to our service and other allegationsWe do have a policy in place regards to harassment from our clientsOur harassment policy is copied below:
From SwiftClickPhotography.com > About > Policies > Refunds
“IISwift Click Photography reserves the right to terminate service without refund, temporarily or permanently, to any client or clients based on the grounds of harassment, strong language, or behavior deemed inappropriate by Swift Click PhotographyThe above actions will not be tolerated and may be pursued legally at the discretion of Swift Click.”
Though Swift Click Photography has not terminated Mrs***’s service, the client she contacted had concerns in regards to Mrs***’s allegations and why they were being contacted by herHer statements are inaccurate of our service, and aim to dishonor our nameAt this time, Swift Click Photography is declining any monetary refund for this client on the basis of our policiesThe client has already utilized two sessions of their package and has openly utilized the product of those sessions on social media and in printAlso in terms with our policies, any remaining, unused sessions are available for return to the client in the form of a Swift Click Photography Gift CertificateThe certificate does not expire, and the customer is able to redeem the sessions at willI would also like to highlight that Swift Click Photography has no contract with Mrs***, despite her labeling her sessions as so in her letterOur services are offered to her as a bundle package, which included a range of sessions at a discounted rateAll of our duos, bundles, and packages are considered a revolving serviceShould a client miss a “milestone” or specific session that is included in their package, the session remains open by default and the customer is always able to utilize this session in the futureThe session(s) do not expire, and the client therefore does not miss out on any opportunity to use the session(s) they already paid for
In Mrs***’s case, she is openly aware of our policy in regards to refundsIn addition, she has never expressed any disliking toward the photos she has received from any of the three sessions she has had with Swift Click PhotographySwift Click Photography is also not responsible for any cost incurred by clients on selecting another photographer, and unfortunately, cannot control the weatherWhile we enjoy working outdoors and providing lively, gorgeous, and affordable photos for our clients, we have policies in place that we firmly stand behindIt is my opinion that Swift Click Photography has already attempted to go above and beyond for this client in resolution and provided an additional free session, complimentary photoshopping and airbrush service, as well as travel to the personal home of the client to perform our serviceAll of these elements provided for Mrs***, monetarily exceed the cost of her package in itselfThese services were all provided at no cost to the client, out of our time and at the cost of the businessAs resolution and alongside our policies, we would be happy to issue Mrs.*** her remaining sessions in the form of a Swift Click Photography Gift Certificate to use at anytimeIn addition, we gladly extend the offer for a Keepsake Multimedia Slideshow (a $value) to her to use with any of her remaining sessionsIf you have any questions regarding this client or situation, I would be happy to clarify or discuss this situation with youI will be out of my office until Monday, August 4th, but will do my best to accommodate your inquiriesI can be reached at *** ***, otherwise easiest by e-mail at [email protected],
*** *** ***
Owner / Photographer
Swift Click Photography
SLinwood Avenue, Suite #Appleton, WI
This message is in reply of the letter received this morning for Swift Click Photography in regards to Ms*** ***
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First, this client is not entitled to any refundHer event is two weeks away; and there is no time to rebook this date, resulting in a loss of businessIn the contract we signed it states all deposits and retainers are non-refundable for the eventWhile she may cancel, she is doing so with no refundOur contract states that an event is non-refundable in the event of a date change or cancellation except in the cases of natural acts of God such as fire, or unforeseen weatherWith this, the reimbursal period is 30-days prior to the event, of which is past in this case
Also with this, she utilized part of her package with her engagement sessionI have receipts showing the tracking and delivery of the disc, confirmation that her online album has been accessed, as well as that her photos that have been utilized onlineThis client has been guaranteed service, and her date has been held for her since she booked with usWe have also made the necessary preparations including contracting a second photographer for her eventI am not willing to breach our contract because of her buyer's remorse
In regards to her requested settlement; there is no animosity on my end what so everWhile I was hesitant to book with her initially, I did so because everyone deserves affordable photography on their special dayI do not feel that, despite Ms*** attitude, that it will hinder my job, or the performance at her event.
I am also aware that Ms*** also does photographyIt's however, not hard not to notice the distinct elements that are my business, that are now suddenly now hers as wellWhile I may be a very small business, I am a legally established, tax-paying business, Ms*** photography practices are notAll of the elements for my business including my packages, sessions, policies, design, and so forth are trademarked and copyright protected
Clients typically schedule their final followup 1-weeks prior to their eventIf either parties schedule does not allow, they are able to confirm their final details anytime online, right on our website in our client portalThe final followup includes confirming the time of arrival and the event addressesWe rely heavily on the information provided on our contract, and sometimes clients do waive the final consult as it can be unnecessary as we already have the information
As for Ms*** claims of contact, we are in our wedding season and in office only by appointmentThe last contact I have in regards to her event is from her fiance, *** ***It requested we contact Ms*** to finalize detailsAn automated invitation e-mail was sent to her from our event confirmation form on our websiteMs*** has not responded to this form or by e-mail
In final, if Ms*** feels she would like another photographer to photograph her event; I'd be happy to send her a date release formThis however, does not change any refund terms with our contract or the copyright elements that apply to work already furnished to her
Please let me know if you have any questions concerning this matter
Thank you,
*** ***
Swift Click Photography
*** ** *** *** *** **
*** ** ***
I have not gotten any paperwork for this, so my apologies for a delay in my responseTo date, I have not gotten any calls or voicemails from Mrs***In addition, no sessions have been scheduled through my online client portal from her, nor have I received any e-mailsAll bookings are done on a first-come, first-served basis and we operate by appointment only.
The only message that we received even remotely connected to Mrs***, was a form that came in from our generic website formThe sender gave Mrs.***'s e-mail address as a sole method of contract, but supplied a fictitious name for a contract name, not Mrs***'sThe form contained no phone number, or messageAll of our methods of scheduling are done online through our website, Mrs*** has not utilized any of them to schedule a session, but is able to do so anytimeThank you,
***
From: [redacted]
/>
Date: Fri, Jul 25, 2014 at 8:26 PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: "[redacted]
I have heard back from the business. They gave me my money back and I am satisfied. Thank you for your help!
[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 [redacted], and find that this resolution is satisfactory to me.
I would like [redacted] to know that we have absolutely loved working with her and I never would have come to this extreme had I been able to reach her any other way. The hardcopy was never sent or at least not received. Our address is the same as it was at the time of the wedding. I also frequently checked the online proof site but never saw ours. I was just absolutely heartbroken. If I can still get them that'd be amazing.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Many pieces of what Ms. [redacted] said were untrue. She has in no way made an attempt to satisfy me as a client since she was late for our session (and we left because she was so late). I will start with what I feel is correct in her statements.
We were very satisfied with her pictures and truly love the memories she has preserved for us. We have never been dissatisfied with that portion of her business. It is true that I never attempted to contact via email. In the past, she was not readily available via email. When we first started with Ms. [redacted], she initiated contact via Facebook and after not receiving responses via email I began using Facebook as a form of communication.
She did give us three sessions however it appeared to be accounted for in our package (maternity, newborn and first family would be the three that were taken while 3, 6, 9 and 12 months have not been taken). I am not sure why she called the first family or newborn session at our house complimentary. I merely rounded down to 2/3rds of our sessions not being fulfilled to make our refund easier. She offered to come to our house (which we really appreciated) and said that in the past some of her favorite shots were taken in the nursery with the family. We loved our nursery shots and were impressed with our shots.
I did ask Ms. [redacted] if she would be able to Photoshop a recent injury from our maternity pictures, fully aware that she charged for this service. She never sent us a bill.
Unfortunately, that is all we agree on. On the day we were to have our daughter's 3 month pictures taken, she was 20 minutes late. I am not sure what the weather was like at the park that morning, but when we arrived everything was dry and there were blue skies and white puffy clouds. There weren't any rain clouds within our view and we even took pictures on our phone while we were there. I'm not sure where the rain popped up while she was there because it was no where in sight when we left the park at a little after 3. At 2:58 (13 minutes after she was supposed to be at the park and after we called her phone twice), she texted that she was on her way. I didn't see the text because my daughter was fussing after being the car for almost an hour. I responded at 3:06 that we had already left. Her next text said, "I'm seriously very sorry!! I was so excited it wasn't raining. I went to my storage to find my props and when I look at my phone it was 2:50!" Her first text to us wasn't until 2:58 that day. I'm not sure why she didn't try to contact us at 2:50 when she first knew she was going to be late. I proceeded to ask her to give me a call and she responded saying her phone was close to being dead and could not make calls, but she would call later. I never received a phone call, but did get a message via Facebook (not email) that night at 11:12 pm. That was the last time she responded to any of our contacts via Facebook, text and phone messages. I never received an email from Ms. [redacted] and have since searched my email, which hasn't changed. I would love for her to forward me a copy of the email that she claims to have sent so that I can see a time stamp.
We would have loved to reschedule and tried many times. Our email, phone number and Facebook have not changed since we began contact with Ms. [redacted]. Our last resort was seeking a refund for the part of our package that we were unable to schedule due to her not returning our phone calls. I appreciate her policy on rolling over missed sessions, unfortunately that policy only works if she is willing to return phone calls and reschedule. In her response, she claims that I had not tried to contact her via proper mediums. I thought that calling her business phone was a proper medium, I merely contacted her via Facebook and text to have record of my attempts. I would be more than happy to send Ms. [redacted] a log of all of my text, Facebook and phone attempts. In those logs, it can be seen that she has never attempted to contact us.
Ms. [redacted]'s suggestion that she gave a free session is untrue. The package contents can be seen in her first email to me and are copied below. Her offer of a gift certificate is only as valuable as her ability to return phone calls and schedule sessions. Since we have been unable to reach her for over one month, I doubt that she will be willing to schedule any of our sessions with us. Also her offer for a complimentary Keepsake Multimedia Slideshow is just fluff as our package already includes a Keepsake Multimedia Slideshow.
Swift Click Photography <[email protected]>
12/20/13
to me
Hi [redacted]Congratulations on your pregnancy! I actually have a custom-built package that is on sale until 12/23 right now that I think would be perfect for you! It is one of my most popular packages that really captures your child's first year! Outside of my packages, my sessions are $65 plus tax, but with this package you are looking at over a 50% savings. (The value of this package is $475!)The package is called 'Grow With Me' and it is an insanely good deal. Right now it is $225 (inc. tax) on sale and includes the following sessions:+ Maternity Session+ Newborn Session (In-home, In-studio or In-hospital)+ First Family Session+ 3 Months+ 6 Months+ 9 Months+ One Year with a Cake Smash Session+ Keepsake Music Slideshow at the end of the yearEach session comes with it's own image disc with 200 professionally-edited photos. I provide a printing permission release for all my sessions at no charge. The images do not have watermarks/logos and you are able to print and upload at will. You see samples online the same day on my blog, and the disc is available for pickup the following day from my Menasha studio. Should you wish to ship your session discs, it's an additional $20 but it covers shipping for ALL your sessions together.At the very end of your package, you would get a custom Keepsake Music Slideshow that plays to gentle music and showcases photos from every session. You can watch your baby grow within the matter of minutes. It's a very sweet keepsake, something I am always very excited to create for parents!As mentioned, this package is on sale until 12/23. I know it's short notice, but it is truly a really great deal. It definitely is great for parents as its an entire year of photos - that's over 1,400 gorgeous shots of your family plus a memorable slideshow to tie it all together. It's great because you get a reminder two weeks before each "milestone" so you never forget a session. Unlike most other photographers, if you miss a package, you lose the session - with me, it rolls over into another session for the future. I haven't had anyone actually miss a session though - everyone's always so excited to update their photos!If you were interested in booking, you would pay for your package upfront to lock in the sale rate. You would get a print out of your package and be able to schedule at anytime. I am at the end of my season right now so my studio is closed for paperwork and taxes (fun!) but I am still able to take sessions. I'd be happy to meet with you in person if you'd like to book, otherwise, lots of clients opt to pay over PayPal and have their list e-mailed to them.Hope this answers any questions you might have! Please let me know if you are interested! Right now as part of a Christmas special when you book a package with me you get a free mini session gift certificate to gift, too, you are able to utilize that yourself or it makes a great last minute gift!Happy Holidays![redacted]Feel free to text me or e-mail me back! [redacted].
She was very easy to contact when we were looking to book our package, but has been almost impossible to reach at different points of trying to redeem our package. If she is unable to schedule our sessions that we paid for in the "Grow with me" package, we would still request a refund for what she has not returned our phone calls to reschedule. It seems to me that she is running a scam if she never returns calls to reschedule appointments that she missed, but refuses to give refunds. I also would have thought that if she was so concerned about getting us our sessions that she would have made an attempt to call us after this complaint was filed. She has not and I have little faith that she will fulfill the product package that she sold to us or in the event of her giving us a gift certificate that she would schedule with us to allow us to redeem that gift certificate.
Thank you again for your help in this matter, please feel free to contact me at any time. Ms. [redacted], in knowing that you will receive this please contact me via Facebook (Laura [redacted]), phone or text [redacted] or email [redacted] I am available between 6 am and 10 pm daily via any of these mediums.
Mrs. [redacted] had a complimentary family session...
with Swift Click Photography on October 19th, 2014. A sneak peak, followed by her entire album was uploaded onto our client imaging portal for her to download. Images supplied on our portal have no cost for the client to download or save. A print release is also included. One disc copy was also sent to the address we had on file from her wedding with us, a year prior.
Swift Click Photography was in the process of closing at this time, which the client was aware of. In place of a monetary exchange, the client exchanged a jewelry organizer for her session. I attended her session and supplied her photos digitally as well as by hardcopy.
Also during this time our access to our e-mail address, phone line, office address and web url expired. In place, we createdswiftclickphoto.weebly.com, with access to our new e-mail,[email protected]. We no longer have a text line, office address or access to any social media.
We met Mrs. [redacted] several years ago when we photographed her wedding. We have never had any issue with this client. It’s unfortunate that I was unaware of this issue until receiving this letter, however, we have not had any messages from [redacted]. Her album upload expired on December 31st, 2014. We would be more than happy to re-instate the upload for Mrs. [redacted] to regain access to her images.
A follow-up e-mail will be directly sent from our client portal to the e-mail we have on file for her, giving her access to her images. This is the only remaining access we have since closing.
Thank you,
[redacted]
Owner/Photographer
Swift Click 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 [redacted] , and find that this resolution is satisfactory to me I would like *** to know that we have absolutely loved working with her and I never would have come to this extreme had I been able to reach her any other wayThe hardcopy was never sent or at least not receivedOur address is the same as it was at the time of the weddingI also frequently checked the online proof site but never saw oursI was just absolutely heartbrokenIf I can still get them that'd be amazingRegards, [redacted]
From: [redacted] [redacted] /> Date: Fri, Jul 25, at 8:PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: " [redacted] I have heard back from the businessThey gave me my money back and I am satisfiedThank you for your help!
Mrs [redacted] had a complimentary family session with Swift Click Photography on October 19th, A sneak peak, followed by her entire album was uploaded onto our client imaging portal for her to downloadImages supplied on our portal have no cost for the client to download or saveA print release is also includedOne disc copy was also sent to the address we had on file from her wedding with us, a year prior Swift Click Photography was in the process of closing at this time, which the client was aware ofIn place of a monetary exchange, the client exchanged a jewelry organizer for her sessionI attended her session and supplied her photos digitally as well as by hardcopy Also during this time our access to our e-mail address, phone line, office address and web url expiredIn place, we createdswiftclickphoto.weebly.com, with access to our new e-mail,[email protected] no longer have a text line, office address or access to any social media We met Mrs [redacted] several years ago when we photographed her weddingWe have never had any issue with this clientIt’s unfortunate that I was unaware of this issue until receiving this letter, however, we have not had any messages from [redacted] Her album upload expired on December 31st, We would be more than happy to re-instate the upload for Mrs [redacted] to regain access to her images A folle-mail will be directly sent from our client portal to the e-mail we have on file for her, giving her access to her imagesThis is the only remaining access we have since closing Thank you, [redacted] Owner/Photographer Swift Click Photography
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately, I have continued to call, leave messages and email (through her portal) *** *** from SwiftClick Photography She continues to either not receive my messages or refuse to answer them In previous communication through the Revdex.com, I asked for her to contact me Since she seems to respond to this thread (and I know that she will receive it), I will ask again I would love to schedule my sessions ***, please contact me at *** ** *** My contact information has not changed since we filled out your forms or have communicated through in the pastYour refusal to respond to my communications and refusal to refund our money is disappointing and, as I stated in the past, appears to be a good way to scam people out of their money I will continue to attempt to contact her to schedule my five remaining sessions I am more than happy to continue to provide proof of my attempts at contact Please let me know if you would like this information
Regards,
*** ***
This correspondence is in reply to the Revdex.com letter dated July 30, for Swift Click Photography from our client, Mrs***
***
After reviewing the letter, I would like to respond to several elements in Mrs*** complaint as well as share Swift Click Photography’s Policies that relate to this matter.
Mrs*** was aware of our policies, including our non-refundablility policy, of which I have included below, at the time she bookedOur policies about operation and refunds are clear, and are viewable to the public on our website,www.SwiftClickPhotography.comIn addition to being accessible on our website, they are also linked on all of our invoicing, including the one Mrs*** completed for payment These are all active policies that have not changed since we began operation, and remain the same for all of our clientsMrs*** booked with us under the understanding that her package was non-refundable in any way before she began her sessions with us
Our refund policy is copied below:
From SwiftClickPhotography.com > About > Policies > Refunds
IDue to the personalized nature of these products and its' services, no refunds will be issued under any circumstanceClients understand at booking that all sales are final for each transactionConfirmation of this policy is presented upon receipt in face-to-face transactions, as well as for digital payments over PayPalIn this likeness, Packages, Bundles and Duos are also non-refundableShould any part of a package be left unused, any remaining sessions will be converted to a Swift Click Gift CertificateIn the event a client requires an additional item or replacement disc, they will be responsible for replacement fees, though a discount amount and credit will be granted in special circumstancesWe offer photography services to customers on budgets, and do so with a very, very tight budget of our ownOut of the cost of each package for us is the taxes we must pay on the sale, travel costs for each session, compensation for the photography service itself and editing, equipment, insurance, shipping or delivery, and disc suppliesWith this, the cost to Mrs*** per session is $32.14, (xsessions, equaling her $package) and does not include any of the above deductions we must make as a businessIt is unlikely that another photography services provides such a low-cost service to it’s’ customers, or attempt to satisfy them to the extent in which we've attempted with this clientWe are a small photography business which is relative to our polices in regards to refundsWe work hard to provide affordable services for our clients, but at the same time what is made monetarily on the service, goes back into product for the client, thus is a secondary reason we do not offer refunds of any natureIn regards to her statement about our attempt to cancel her session due to rain, our policies also state we reserve the right of our judgment to do so in the event of poor weatherIt is unfortunate when we must reschedule due to weather, but other clients of ours have been in this situation, and none of which have questioned our judgementWe know our clients are looking for sunny, gorgeous photos, and we aim to prevent them from having gloomy photos or rained out sessionsUnfortunately, the weather is out of our hands and we do the best we can per situation(Cancellations, Section IV) “IVIn the event of a schedule conflict by either parties, unfortunate weather, or extenuating circumstances beyond either parties control; your session will be re-scheduled to the next accommodating datePackage contents for those who are booking a session under a pre-paid purchased package will not be affected, unless a client opts to no-show at their own will.”
The day of Mrs***’s session rain was forecasted, and it already had begun raining that morning, still, upon her persistence and despite my policies, I kept her booking intactDespite running late, I notified Mrs***, who stated she had already left the parkI waited at the park for fifteen minutes to assure she did not return for her session, in which it had already began raining againIn Mrs***’s letter it states she did not see the text message, however, I have the text messages of her response, of which she replied back to almost immediatelyIt is regretful that I was running late, however, her session would have been considered a rained out session, and cancelled/re-scheduled in the long run due to the weatherDespite my strong suggestion of a re-schedule due to weather, it was heavily declined by Mrs***It is correct that Mrs*** requested I give her a call; however, my phone had no charge leftI did send her an e-mail to the address I have on her client file, but received no responseSwift Click does not have an active social media account, however, I have a personal, non-business account that is not intended for client conversationMrs*** had initially began using Facebook to contact me in regards to photo services as she was referred by another Swift Click client/personal acquaintance of mineI had not notified of receiving a message from Mrs*** since before her last session was scheduled on that account, and do not check that account oftenI have also verified in all my logs, my client e-mail system, instant book now system, and my client portal that Mrs*** has not attempted to re-schedule any session or contact Swift Click Photography on the proper mediums for businessOur client portal is available to all of our clients 24/and has not been accessed with her name or computer’s IP address since she paid for her photo package initiallyIn addition, none of our book now sheets through our instant book now system contain her information or requestsIn Mrs***’s letter she stated she has had two sessions with Swift Click Photography, however, that is incorrectShe has had threeThe third was provided free of charge as a complimentary customer service measure initiated on our behalfShe fulfilled the maternity session of her package, as well as the paid newborn sessionThe newborn session was photographed in my former Menasha-based studioHer daughter was in a poor mood during the session, so I offered a second complimentary newborn sessionI believe I went above and beyond for my client as I traveled to her home in the Combined Locks area to photograph her daughter’s second newborn shoot in her nurseryI did this willingly on my own time and on my own gas cost to satisfy my customer, Mrs***Apart from offering a complimentary session, and her openly accepting, Swift Click Photography also fulfilled her request, again free of charge, to photoshop and airbrush her husband’s forehead in her maternity photos, a service that would normally incur an hourly fee due to the length of time needed to re-edit our workDespite reaching out to this client, I have not personally heard back from herMrs*** did initiate a conversation with another client of ours about Swift Click Photography that we do feel was harassing by natureWe were notified on July 30, from a client of ours, which has never met Mrs***, stating that Mrs*** contacted them in regards to our service and other allegationsWe do have a policy in place regards to harassment from our clientsOur harassment policy is copied below:
From SwiftClickPhotography.com > About > Policies > Refunds
“IISwift Click Photography reserves the right to terminate service without refund, temporarily or permanently, to any client or clients based on the grounds of harassment, strong language, or behavior deemed inappropriate by Swift Click PhotographyThe above actions will not be tolerated and may be pursued legally at the discretion of Swift Click.”
Though Swift Click Photography has not terminated Mrs***’s service, the client she contacted had concerns in regards to Mrs***’s allegations and why they were being contacted by herHer statements are inaccurate of our service, and aim to dishonor our nameAt this time, Swift Click Photography is declining any monetary refund for this client on the basis of our policiesThe client has already utilized two sessions of their package and has openly utilized the product of those sessions on social media and in printAlso in terms with our policies, any remaining, unused sessions are available for return to the client in the form of a Swift Click Photography Gift CertificateThe certificate does not expire, and the customer is able to redeem the sessions at willI would also like to highlight that Swift Click Photography has no contract with Mrs***, despite her labeling her sessions as so in her letterOur services are offered to her as a bundle package, which included a range of sessions at a discounted rateAll of our duos, bundles, and packages are considered a revolving serviceShould a client miss a “milestone” or specific session that is included in their package, the session remains open by default and the customer is always able to utilize this session in the futureThe session(s) do not expire, and the client therefore does not miss out on any opportunity to use the session(s) they already paid for
In Mrs***’s case, she is openly aware of our policy in regards to refundsIn addition, she has never expressed any disliking toward the photos she has received from any of the three sessions she has had with Swift Click PhotographySwift Click Photography is also not responsible for any cost incurred by clients on selecting another photographer, and unfortunately, cannot control the weatherWhile we enjoy working outdoors and providing lively, gorgeous, and affordable photos for our clients, we have policies in place that we firmly stand behindIt is my opinion that Swift Click Photography has already attempted to go above and beyond for this client in resolution and provided an additional free session, complimentary photoshopping and airbrush service, as well as travel to the personal home of the client to perform our serviceAll of these elements provided for Mrs***, monetarily exceed the cost of her package in itselfThese services were all provided at no cost to the client, out of our time and at the cost of the businessAs resolution and alongside our policies, we would be happy to issue Mrs.*** her remaining sessions in the form of a Swift Click Photography Gift Certificate to use at anytimeIn addition, we gladly extend the offer for a Keepsake Multimedia Slideshow (a $value) to her to use with any of her remaining sessionsIf you have any questions regarding this client or situation, I would be happy to clarify or discuss this situation with youI will be out of my office until Monday, August 4th, but will do my best to accommodate your inquiriesI can be reached at *** ***, otherwise easiest by e-mail at [email protected],
*** *** ***
Owner / Photographer
Swift Click Photography
SLinwood Avenue, Suite #Appleton, WI
This message is in reply of the letter received this morning for Swift Click Photography in regards to Ms*** ***
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First, this client is not entitled to any refundHer event is two weeks away; and there is no time to rebook this date, resulting in a loss of businessIn the contract we signed it states all deposits and retainers are non-refundable for the eventWhile she may cancel, she is doing so with no refundOur contract states that an event is non-refundable in the event of a date change or cancellation except in the cases of natural acts of God such as fire, or unforeseen weatherWith this, the reimbursal period is 30-days prior to the event, of which is past in this case
Also with this, she utilized part of her package with her engagement sessionI have receipts showing the tracking and delivery of the disc, confirmation that her online album has been accessed, as well as that her photos that have been utilized onlineThis client has been guaranteed service, and her date has been held for her since she booked with usWe have also made the necessary preparations including contracting a second photographer for her eventI am not willing to breach our contract because of her buyer's remorse
In regards to her requested settlement; there is no animosity on my end what so everWhile I was hesitant to book with her initially, I did so because everyone deserves affordable photography on their special dayI do not feel that, despite Ms*** attitude, that it will hinder my job, or the performance at her event.
I am also aware that Ms*** also does photographyIt's however, not hard not to notice the distinct elements that are my business, that are now suddenly now hers as wellWhile I may be a very small business, I am a legally established, tax-paying business, Ms*** photography practices are notAll of the elements for my business including my packages, sessions, policies, design, and so forth are trademarked and copyright protected
Clients typically schedule their final followup 1-weeks prior to their eventIf either parties schedule does not allow, they are able to confirm their final details anytime online, right on our website in our client portalThe final followup includes confirming the time of arrival and the event addressesWe rely heavily on the information provided on our contract, and sometimes clients do waive the final consult as it can be unnecessary as we already have the information
As for Ms*** claims of contact, we are in our wedding season and in office only by appointmentThe last contact I have in regards to her event is from her fiance, *** ***It requested we contact Ms*** to finalize detailsAn automated invitation e-mail was sent to her from our event confirmation form on our websiteMs*** has not responded to this form or by e-mail
In final, if Ms*** feels she would like another photographer to photograph her event; I'd be happy to send her a date release formThis however, does not change any refund terms with our contract or the copyright elements that apply to work already furnished to her
Please let me know if you have any questions concerning this matter
Thank you,
*** ***
Swift Click Photography
*** ** *** *** *** **
*** ** ***
I have not gotten any paperwork for this, so my apologies for a delay in my responseTo date, I have not gotten any calls or voicemails from Mrs***In addition, no sessions have been scheduled through my online client portal from her, nor have I received any e-mailsAll bookings are done on a first-come, first-served basis and we operate by appointment only.
The only message that we received even remotely connected to Mrs***, was a form that came in from our generic website formThe sender gave Mrs.***'s e-mail address as a sole method of contract, but supplied a fictitious name for a contract name, not Mrs***'sThe form contained no phone number, or messageAll of our methods of scheduling are done online through our website, Mrs*** has not utilized any of them to schedule a session, but is able to do so anytimeThank you,
***
From: [redacted]
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Date: Fri, Jul 25, 2014 at 8:26 PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: "[redacted]
I have heard back from the business. They gave me my money back and I am satisfied. Thank you for your help!
[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 [redacted], and find that this resolution is satisfactory to me.
I would like [redacted] to know that we have absolutely loved working with her and I never would have come to this extreme had I been able to reach her any other way. The hardcopy was never sent or at least not received. Our address is the same as it was at the time of the wedding. I also frequently checked the online proof site but never saw ours. I was just absolutely heartbroken. If I can still get them that'd be amazing.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Many pieces of what Ms. [redacted] said were untrue. She has in no way made an attempt to satisfy me as a client since she was late for our session (and we left because she was so late). I will start with what I feel is correct in her statements.
We were very satisfied with her pictures and truly love the memories she has preserved for us. We have never been dissatisfied with that portion of her business. It is true that I never attempted to contact via email. In the past, she was not readily available via email. When we first started with Ms. [redacted], she initiated contact via Facebook and after not receiving responses via email I began using Facebook as a form of communication.
She did give us three sessions however it appeared to be accounted for in our package (maternity, newborn and first family would be the three that were taken while 3, 6, 9 and 12 months have not been taken). I am not sure why she called the first family or newborn session at our house complimentary. I merely rounded down to 2/3rds of our sessions not being fulfilled to make our refund easier. She offered to come to our house (which we really appreciated) and said that in the past some of her favorite shots were taken in the nursery with the family. We loved our nursery shots and were impressed with our shots.
I did ask Ms. [redacted] if she would be able to Photoshop a recent injury from our maternity pictures, fully aware that she charged for this service. She never sent us a bill.
Unfortunately, that is all we agree on. On the day we were to have our daughter's 3 month pictures taken, she was 20 minutes late. I am not sure what the weather was like at the park that morning, but when we arrived everything was dry and there were blue skies and white puffy clouds. There weren't any rain clouds within our view and we even took pictures on our phone while we were there. I'm not sure where the rain popped up while she was there because it was no where in sight when we left the park at a little after 3. At 2:58 (13 minutes after she was supposed to be at the park and after we called her phone twice), she texted that she was on her way. I didn't see the text because my daughter was fussing after being the car for almost an hour. I responded at 3:06 that we had already left. Her next text said, "I'm seriously very sorry!! I was so excited it wasn't raining. I went to my storage to find my props and when I look at my phone it was 2:50!" Her first text to us wasn't until 2:58 that day. I'm not sure why she didn't try to contact us at 2:50 when she first knew she was going to be late. I proceeded to ask her to give me a call and she responded saying her phone was close to being dead and could not make calls, but she would call later. I never received a phone call, but did get a message via Facebook (not email) that night at 11:12 pm. That was the last time she responded to any of our contacts via Facebook, text and phone messages. I never received an email from Ms. [redacted] and have since searched my email, which hasn't changed. I would love for her to forward me a copy of the email that she claims to have sent so that I can see a time stamp.
We would have loved to reschedule and tried many times. Our email, phone number and Facebook have not changed since we began contact with Ms. [redacted]. Our last resort was seeking a refund for the part of our package that we were unable to schedule due to her not returning our phone calls. I appreciate her policy on rolling over missed sessions, unfortunately that policy only works if she is willing to return phone calls and reschedule. In her response, she claims that I had not tried to contact her via proper mediums. I thought that calling her business phone was a proper medium, I merely contacted her via Facebook and text to have record of my attempts. I would be more than happy to send Ms. [redacted] a log of all of my text, Facebook and phone attempts. In those logs, it can be seen that she has never attempted to contact us.
Ms. [redacted]'s suggestion that she gave a free session is untrue. The package contents can be seen in her first email to me and are copied below. Her offer of a gift certificate is only as valuable as her ability to return phone calls and schedule sessions. Since we have been unable to reach her for over one month, I doubt that she will be willing to schedule any of our sessions with us. Also her offer for a complimentary Keepsake Multimedia Slideshow is just fluff as our package already includes a Keepsake Multimedia Slideshow.
Swift Click Photography <[email protected]>
12/20/13
to me
Hi [redacted]Congratulations on your pregnancy! I actually have a custom-built package that is on sale until 12/23 right now that I think would be perfect for you! It is one of my most popular packages that really captures your child's first year! Outside of my packages, my sessions are $65 plus tax, but with this package you are looking at over a 50% savings. (The value of this package is $475!)The package is called 'Grow With Me' and it is an insanely good deal. Right now it is $225 (inc. tax) on sale and includes the following sessions:+ Maternity Session+ Newborn Session (In-home, In-studio or In-hospital)+ First Family Session+ 3 Months+ 6 Months+ 9 Months+ One Year with a Cake Smash Session+ Keepsake Music Slideshow at the end of the yearEach session comes with it's own image disc with 200 professionally-edited photos. I provide a printing permission release for all my sessions at no charge. The images do not have watermarks/logos and you are able to print and upload at will. You see samples online the same day on my blog, and the disc is available for pickup the following day from my Menasha studio. Should you wish to ship your session discs, it's an additional $20 but it covers shipping for ALL your sessions together.At the very end of your package, you would get a custom Keepsake Music Slideshow that plays to gentle music and showcases photos from every session. You can watch your baby grow within the matter of minutes. It's a very sweet keepsake, something I am always very excited to create for parents!As mentioned, this package is on sale until 12/23. I know it's short notice, but it is truly a really great deal. It definitely is great for parents as its an entire year of photos - that's over 1,400 gorgeous shots of your family plus a memorable slideshow to tie it all together. It's great because you get a reminder two weeks before each "milestone" so you never forget a session. Unlike most other photographers, if you miss a package, you lose the session - with me, it rolls over into another session for the future. I haven't had anyone actually miss a session though - everyone's always so excited to update their photos!If you were interested in booking, you would pay for your package upfront to lock in the sale rate. You would get a print out of your package and be able to schedule at anytime. I am at the end of my season right now so my studio is closed for paperwork and taxes (fun!) but I am still able to take sessions. I'd be happy to meet with you in person if you'd like to book, otherwise, lots of clients opt to pay over PayPal and have their list e-mailed to them.Hope this answers any questions you might have! Please let me know if you are interested! Right now as part of a Christmas special when you book a package with me you get a free mini session gift certificate to gift, too, you are able to utilize that yourself or it makes a great last minute gift!Happy Holidays![redacted]Feel free to text me or e-mail me back! [redacted].
She was very easy to contact when we were looking to book our package, but has been almost impossible to reach at different points of trying to redeem our package. If she is unable to schedule our sessions that we paid for in the "Grow with me" package, we would still request a refund for what she has not returned our phone calls to reschedule. It seems to me that she is running a scam if she never returns calls to reschedule appointments that she missed, but refuses to give refunds. I also would have thought that if she was so concerned about getting us our sessions that she would have made an attempt to call us after this complaint was filed. She has not and I have little faith that she will fulfill the product package that she sold to us or in the event of her giving us a gift certificate that she would schedule with us to allow us to redeem that gift certificate.
Thank you again for your help in this matter, please feel free to contact me at any time. Ms. [redacted], in knowing that you will receive this please contact me via Facebook (Laura [redacted]), phone or text [redacted] or email [redacted] I am available between 6 am and 10 pm daily via any of these mediums.
Dr. [redacted]
Mrs. [redacted] had a complimentary family session...
with Swift Click Photography on October 19th, 2014. A sneak peak, followed by her entire album was uploaded onto our client imaging portal for her to download. Images supplied on our portal have no cost for the client to download or save. A print release is also included. One disc copy was also sent to the address we had on file from her wedding with us, a year prior.
Swift Click Photography was in the process of closing at this time, which the client was aware of. In place of a monetary exchange, the client exchanged a jewelry organizer for her session. I attended her session and supplied her photos digitally as well as by hardcopy.
Also during this time our access to our e-mail address, phone line, office address and web url expired. In place, we createdswiftclickphoto.weebly.com, with access to our new e-mail,[email protected]. We no longer have a text line, office address or access to any social media.
We met Mrs. [redacted] several years ago when we photographed her wedding. We have never had any issue with this client. It’s unfortunate that I was unaware of this issue until receiving this letter, however, we have not had any messages from [redacted]. Her album upload expired on December 31st, 2014. We would be more than happy to re-instate the upload for Mrs. [redacted] to regain access to her images.
A follow-up e-mail will be directly sent from our client portal to the e-mail we have on file for her, giving her access to her images. This is the only remaining access we have since closing.
Thank you,
[redacted]
Owner/Photographer
Swift Click Photography