The Pros Entertainment Services, Inc.

-------- Forwarded message ----------
From: Revdex.com of Metro Washington DC
Date: Thu, Aug 14, at 9:AM
Subject: Fwd:
To: *** *** ***
---------- Forwarded message ----------
From: *** ***
Date: Wed, Aug 13, at 9:PM
Subject:
To: [email protected]
Hi
I have a complaint out there for the pros and we rejected there offer but the vice president called us tonight and we are working things out I would like if u can closed the complaintThey redid my video to the way I want and is offering half refund for my hassle through there company
Thank you
*** ***
Sent from my *** ** *** ***

[redacted] reserved our photography service for her wedding on September 5, 2013.   While our photographer was leaving the pre-ceremony location at [redacted] Hotel, [redacted], MD she locked her keys in her car.  She assured [redacted] and the family she would resolve the issue and...

make it to the ceremony and reception. 
 
After arriving for the 3pm start time, our photographer captured all of the necessary pre-ceremony shots and headed to her car.  At 4:15 she discovers her keys are locked in her car.  The ceremony is to begin at 5:30.  Calls locksmiths who indicate they are on their way.  As [redacted] leaves hotel at about 4:30 she is alerted by our photographer of the problem.  Our photographer assures her she will make the ceremony.
 
At 5:16 the photographer resolved the issue and head down to the ceremony which is supposed to begin at 5:30 (20 to 30 minute commute).  She calls both the bride (no answer) and the catering hall saying she’s on her way.  She’s advised if she arrives before the ceremony, she can continue through the day.   The catering hall appears to try to find a back up photographer.  Our emergency line is never call.  We would have had a replacement at that location before 5:30.
 
Photographer arrives at 5:45 and asks catering hall if ceremony has started.  They say it has not.  Mother of the bride greets her and indicates they have a replacement and will no longer need her services. 
 
We offered [redacted] 1/3 of her fee or $325.  Her fee was not $1,200, it was $1,020.00.   We stand by our offer of $325.00 for unused services.  We typically do not renegotiate the terms of the contract.  We provided over 300 images of her wedding day both online and on a disc of full size JPEG files.  We arrived before the beginning of the ceremony.  She chose not to contact our emergency line which is in place for this type of emergency.  She dismissed our photographer after suggesting she would continue if she arrived before the start of the ceremony.
 
Feel free to contact me with any questions.
 
Sincerely,
[redacted]

Dear [redacted]:
I am sorry to hear [redacted] and [redacted] have become frustrated with the amount of time it has taken to deliver a finished custom wedding video.  However, we are on track to deliver the final edited version by early November.   In order to begin editing their...

footage, we require our customer to submit editing notes.  We received those notes on July 7, 2014.  Suggested delivery time is 16 to 18 weeks and appears on their webpage.  Our website/customer webpage will track the status from that point. 
At my request, our editing department performed the required editing and finished the custom full-length edit.  It will appear online by the end of this week.  [redacted] and [redacted] are welcome to view the edited video and contact me directly for any additional fine tuning.  We will put the delivery of their DVD on hold until they approve the online version.  
It was truly never our intention to frustrate [redacted] and [redacted].  We're hoping the new custom full-length video reaches their expectations.
Sincerely,
Hugh R[redacted]
Vice President of Production
The Pros

[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. 
Regards,
[redacted]

Revdex.com
We were surprised and troubled to learn of this complaint logged with the Revdex.com.   [redacted] spoke to our Director on Thursday, September 24, 2015 to address concerns she had with the raw footage we recently delivered.  The...

resolve at the time was to add a complimentary edited piece which would allow us to resolve many of her concerns related to the raw footage.  Raw footage is not edited and typically is footage used to review and then edited down to a finished piece.  [redacted] suggested she would speak to her husband and let us know of her decision.
Late Thursday night [redacted] the groom left Vince our Director a voicemail message indicating he did not feel an edited piece would resolve the issues and wanted to discuss a partial refund.  He also indicated he was prepared to share his concerns with all review websites if he did not receive his request for a refund.  Our Director called [redacted] the next day and left a message but did not hear back from him. 
By then they had posted a scathing review on [redacted].  On Friday,  I reached out to [redacted] and left a message indicating I was anxious to speak with her about her concerns, the [redacted] review and her husband's voicemail where he appeared to sound very angry.  I did not receive a call in return.  
We did not reach out to the couple on Monday but rather thought we should wait until Tuesday in hopes they would return our two messages.   On Tuesday, September 29th we received this complaint from the Revdex.com.  We immediately reach out by phone in hopes of understanding why they decided to involve the Revdex.com when we were clearly working towards a resolution.  Upon speaking with both [redacted] and [redacted] via conference call they both admitted they received calls from us but simply felt they should use all resources possible to "get our attention".    
We would have gladly discussed a partial refund if they agreed the editing of their footage was not what they had in mind.  I then agreed to return $300 of their fee.   [redacted] contacted me last night and accepted the refund.
On Tuesday, [redacted] agreed with us that their negative review violated their rules and regulations and removed the review from their website.  
We continue to be frustrated to see the Revdex.com involved in resolutions unnecessarily and hope you will consider removing this from our record. 
Hugh *. R[redacted]
Vice President
The Pros

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: they are lieing to you also what you dont know is we gave our editing notes back in December of 2013 to Pam she did not tell me or my wife once that we needed to go online to put it in when we told her she just told us she will pass it on. We found out rudely in an email being accused that we dont know what were doing. Which no real business tells a customer that we dont know what were doing when its their job to guide us on what to do not accuse us that we didnt do things right its your job to get things right or tell us what we have to do to continue the process. Which we were not told that until a rude email from bill on what to do. I am not waiting till November for a dvd. Bottom line is we been pushed off and lied too. We were told back in July from Bill that we would have a dvd mailed to us for our approval that he was going to do it himself with the editing notes I gave him on email and he will be touch in a week when he was in home office and we would have a dvd by third week of July and yes I have an email for proof that is what he said.  I have every single email that I have been in touch with the pros since my wedding we have been pushed lied to and im done being messed around. Now there pushing it off to November for what to say that it will be longer it should not take a year and month to get something right. We been in contact with this company since day one telling them what we wanted we have documents showing that. I do not want a dvd online to proof I want what I said to bill in July mailed to me for my approval and if they can not get it right for the third time I have saw a dvd I WANT A FULL REFUND BOTTOM LINE IS THEY GAVE ME A DRUNK VIDEOGRAPHER AND THEY NEED TO COME TO A POINT THAT THEY MESSED UP AND STOP THINKING YOU CAN PUSH US OFF CAUSE YOU CANT I HAVE EVERY DOCUMENTATION THAT I HAVE BEEN IN TOUCH SINCE OCT 2013 I WENT THIS WAY FIRST IF I HAVE TO I WILL GO WITH THE LAWYER I ALREADY SHOWED EVERYTHING TO AND THEY WILL BE PAYING FOR THE LAWYER FEES AND GIVING ME A REFUND FOR WHAT THEY PROMISED US WHICH IS 1200. I WANT THAT DVD MAILED TO ME BY NEXT WEEK THE LATEST FOR MY APPROVAL NOT ONLINE IN THE MAIL.
Regards,
[redacted]

Review: My wife and I chose the photographs for our wedding album on the pros website. We proofread the pictures and made sure everything was ok. When the album arrived, one page was completely blurry. When we contacted the pros, they explained that we had chosen a blurry picture. Why would someone choose a blurry picture? When we looked at the photo it seemed fine to us. Clearly no one looked at this when they were printing the album. They said that they will not fix the problem unless we want to pay for a new album.Desired Settlement: I would like them to replace the album at no charge with the blurred image corrected.

Business

Response:

October 31, 2013

Revdex.com of Metro Washington DC And Eastern PA 1337 North Front Street Harrisburg, PA 17102

Att: [redacted]

Dear [redacted]:

This serves as a response to complaint [redacted].

[redacted] and [redacted] used our services on July 20, 2012 and ordered 3 albums with us. They ordered a wedding and two parent albums.

All three albums are self-design albums wliich means the customer creates the album online without any interaction with our album designers. It’s purely a “drag and drop into a template” style album.

Before the album is submitted, a warning appears on screen that suggests the album will be printed exactly as it appears and will not be reviewed or altered by our lab.

It seems [redacted] chose image number 330 from her gallery that appears blurry online. Image 331 is essentially the same image but crystal clear. [redacted] contends image 330 is not blurry.

Because the image now appears blurry in the parent album, she demanded we reprint the album for free. We indicated we could not. We then offered to reprint the album at cost. She wanted it for free.

She then contacted the Revdex.com, I assume in an effort to provide leverage to force us to reprint the album.

We take great pride in delivering fair and balanced customer service. We are happy to reprint the album but will have to charge [redacted] and [redacted] $75.00 to cover our printing costs.

I did discover their 12x12 Wedding album also included image 330 and quickly pulled it from the assembly line so we could reprint page 12 with image 331 in place of 330. The second parent album did not include image 330.

[redacted] was happy to hear we would reprint the page and assemble her able with the corrected page. We now consider her a happy customer.

Review: I hired a videographer from The Pros ([redacted]) for my 8/5/13 wedding in [redacted], Colorado. Since receiving my wedding videos last year, I have been in touch with [redacted] regarding the poor quality of the videos and that the "15-20 minute shortened form" was less than 4 minutes long. My primary concern is our original wedding video is far from professional quality. I am not referring to standard versus high definition. I am referring to failure to focus on the intended subject, inability to adjust for lighting, moving the camera around the room while trying to decide what to film (meanwhile filming all of this). I have explained these issues in depth through multiple emails and in a few phone conversations with [redacted] and each time I was told he would review the video and get back to me. In our last phone conversation in July, I indicated that I was frustrated with the lack of progress and he reassured me he would review the video with his boss and that I could expect some kind of monetary compensation. I had originally waited 4 months between emails because he was recovering from hurricane Sandy, but at this point I feel I am being ignored and I am disappointed that he has failed to resolve this issue by now.Desired Settlement: I paid $800 for what was supposed to be a professional quality video, and this was not delivered. I believe refunding 50% would be fair. Thank you.

Business

Response:

Dear [redacted]:

This serves as a response to case [redacted] submitted on September 10, 2013.

We provided our Simplicity7 Videography service for their wedding on August 5, 2012. The Simplicity service includes coverage of the day and delivery of the unedited raw footage on DVD as the final product. We do offer services that include a long or short edit with customer input but in this case, they chose not to include that in their package.

Their concern centers on the unfinished look of their video. Unfortunately, raw footage often has that look and feel.

We do agree that this concern remained unresolved for a long period of time. There appeared to be numerous messages left between the [redacted]’s and our Director. We could have done a better job of resolving this sooner. Unfortunately, the length of time motivated the [redacted]’s to reach out to the Revdex.com.

Once we received your letter we reached out to the [redacted]’s and offered Vi of their fee returned. They agreed.

Sincerely,

Consumer

Response:

I did speak with [redacted], and he confirmed my address to mail a $400 check to myself. This was about 2 weeks ago and as of 10/1/13 I have not received the check. Thank you.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Tue, Oct 15, 2013 at 4:04 PM

Subject: Fwd: Issue not resolved

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sat, Oct 12, 2013 at 2:13 PM

Subject: Issue not resolved

To: [email protected]

I responded to the offer for resolution from The Pros stating that I have not received the promised compensation and now I see that the Revdex.com has closed the complaint. Why did this happen? Thank you. [redacted]Complaint ID # [redacted]###-###-####[redacted]

Regards,

Consumer

Response:

This is resolved, thank you.

Review: The Pros Photography company was contracted to photograph at my wedding on 9/5/2013. The photographer was contracted from 3p -9p. the photographer had car trouble and locked her keys and equipment in the car.The photographer was late to the wedding and did not take pictures at the wedding. The pros has opted to not refund any funds even though they did not fulfill they're contract.Desired Settlement: I would like for the pros to refund the funds for the services they did not perform

Business

Response:

[redacted] reserved our photography service for her wedding on September 5, 2013. While our photographer was leaving the pre-ceremony location at [redacted] Hotel, [redacted], MD she locked her keys in her car. She assured [redacted] and the family she would resolve the issue and make it to the ceremony and reception.

After arriving for the 3pm start time, our photographer captured all of the necessary pre-ceremony shots and headed to her car. At 4:15 she discovers her keys are locked in her car. The ceremony is to begin at 5:30. Calls locksmiths who indicate they are on their way. As [redacted] leaves hotel at about 4:30 she is alerted by our photographer of the problem. Our photographer assures her she will make the ceremony.

At 5:16 the photographer resolved the issue and head down to the ceremony which is supposed to begin at 5:30 (20 to 30 minute commute). She calls both the bride (no answer) and the catering hall saying she’s on her way. She’s advised if she arrives before the ceremony, she can continue through the day. The catering hall appears to try to find a back up photographer. Our emergency line is never call. We would have had a replacement at that location before 5:30.

Photographer arrives at 5:45 and asks catering hall if ceremony has started. They say it has not. Mother of the bride greets her and indicates they have a replacement and will no longer need her services.

We offered [redacted] 1/3 of her fee or $325. Her fee was not $1,200, it was $1,020.00. We stand by our offer of $325.00 for unused services. We typically do not renegotiate the terms of the contract. We provided over 300 images of her wedding day both online and on a disc of full size JPEG files. We arrived before the beginning of the ceremony. She chose not to contact our emergency line which is in place for this type of emergency. She dismissed our photographer after suggesting she would continue if she arrived before the start of the ceremony.

Feel free to contact me with any questions.

Sincerely,

Review: We hired "The Pros" to do the photography at our wedding. The photos are sub professional, and not the same quality advertised on the site and the photographers sample pictures (which we viewed to select which photographer to choose).

The photography that was done is not of professional quality. We contacted the customer service department and expressed our displeasure with the quality of the photography. The photos are not fixable, we received a CD with all of the photos on it, and they appear to have been sized down and not full resolution as promised. According to the camera the photos on the CD should of been at 300DPI, the photos are at 100DPI. The photographer that was sent to cover the wedding, did not have the skills to produce professional photos as advertised through the company. The company worked with my wife on the phone to make this issue right, and now is no longer in contact with us. I myself have left several messages, and called numerous times, I have called the customer service line, the customer service assistant that was working with my wife, and the sales department, and have got nothing but voice-mail, and no returned phone calls. We were also asked to make notes on what was wrong with the photos in order for them to attempt to edit the photos, we did so. We received our 20 prints, and they are needless to say, unprofessional. We are waiting to receive the "edited" portraits, but being how no one has been in contact with us, and no one has responded to our emails I highly doubt we will be receiving them. Also their site advertised in the package that we bought, that we would receive 40 bonus prints, which we are not being entitled to either. They emailed a total of 3 times, and once we asked about the 40 prints, as advertised on their website- no response. We are past the point of being calm and working this out with them. Our wedding pictures are ruined, and there is no recovering that.

[redacted], the director, said he was giving us a hardcover album to fix the problem, but no one asked me what images to go in it, and none of the notes I have put in for editing are apart of it, yet I was told we would be notified when it was ready to ship. I am tired of leaving voice mails, and want something done now.Desired Settlement: We are asking for a full refund, and to be compensated for a photo shoot with photographer of our choice to make up for our Wedding photos that cannot be redone.

Business

Response:

To Whom It May Concern:

This letter serves as a response to a complaint filed by our customer, [redacted].

The images displayed on our website of their wedding are the original images and have not been enhanced. We maintain, with typically post production enhancements, their images will present as quality professional images. Unfortunately, [redacted] have concerns that reached beyond the quality of images. Their experience was not typical of our thousands of other satisfied customers. I felt we needed to address that concern.

I reached out to [redacted] and his wife [redacted] and agreed on a refund.

[redacted] and [redacted] accepted.

Sincerely,

Vice President of AWG

Review: We got the pros referred by [redacted] cause they were cancelling their services for photography and videography, First off I had a problem from the start with the company about not meeting with the photographer or videographer until the day of your wedding, Anyway my photographer was great my videographer on the other hand was a mess. I had problems with him since the contract with him I called him and he said to me he has no time for me he will call me when he has time. Im sorry im your client I find out the day of my wedding from him that he is a alcoholic. just what a bride and groom wants to hear on there special day. Nothing we could do it was our day we wanted the video. After our wedding we get the video for us too look at it was horrible static all the way through coudlnt hear voices lighting in and out. I contacted my advisor she had her husband call me he said he will get it fixed right away and send me another video if it cant be fixed he will give me half refund back in a check and the rest I can use on photo. I said ok another video came out to me three months later still not right I contaced them again they said they will look into it and let me know. Three months go by nothing I wrote to them on July 7th said im done waiting we got married in October im done being lied to saying your looking into then dont hear anything and he said its cause I didn't do my edit notes I said what are you talking about he was rude and ignorant I have all emails from them. he is now saying he never offered me a refund that im lieing unfortunately that one I was at work and was talking to him on the phone. He told me on July 7th that he was going to be in the home office the following week and he was going to do our video himself and send us the copy with your our wedding song and everything we wanted edited. Well here it is August 2nd and we havent heard a word from them I have emailed again and got nothing from them. Im done argueing were too the point we want are money back in full now for all the lieing and the crap they are putting us through its almost a year and we dont have our video of our wedding we have all our photos which when we got the photos they werent even cropped I had to have my friend crop them for me with her machine at work so they looked good to put in a frame for our familyDesired Settlement: AT THIS POINT I WANT OUR MONEY BACK IN FULL

Business

Response:

Dear [redacted]: