The Wedding Elites LLC

Complaint: [redacted] I am rejecting this response because:The business' response to our complaint is completely ridiculous and is a self-aggrandizing display of misleading information and white lies which are a feeble attempt at placing blame on us, the customers.Firstly, we received one phone call from Ross following our initial complaint upon receipt of the video which was on June 30th This would be weeks after the receipt of our music file on May 5th The postmark shows that it was mailed only a few days prior to that which disproves his claim that he mailed the completed work 3-weeks after receiving the requested fileUpon receiving his voicemail during the first week of July, I emailed Ross and said that I would prefer to communicate via email only from that date forward I did this due to the many "misunderstandings" and discrepancies in his litany of "reasons" for the delay in our receipt of the [abhorrent] final product I received no response from Ross via email Second, there was no mention of needing the file until April In our first inquiry as to where our video was in January 2016, the excuse was regarding his change in software and the backlog it had caused to his business However, there was never an inquiry between October and April about a music file Furthermore, if he had completed the work in a timely manner, I would expect that he would have emailed us prior to January regarding the necessary song file, as this would have given him months to process the raw footage and edit However, it is my theory that no work was being done on our video until May Third, there was NEVER any discussion of picking the video up in person All of our business had been conducted over the phone and via email including payment and contract agreement The business office is over an hour away from our home and it was always agreed that the videos would be mailed His claim of our supposed negligence in not appearing in person at his place of business to sign and receive our video is ludicrous! Though it is in the general contract fine print, this was never even suggested in any of the correspondences we had with Ross Fourth, we have had a private 3rd party video professional view the product and it is their assertion that the final product is in no way quality or HD They also noted many editing mistakes/flaws/poor decisions which contributed to the very grainy, over-exposed scenes at the ceremony.Fifth: I don't even know how to respond to his claim that, essentially, it is our own fault our ceremony was filmed from behind because of us being on the altarSince we believed we were hiring a video professional, we were deferring to his best judgment on his camera placementAt no time was he told there were recording restrictions regarding his placement in our church He could have positioned himself elsewhere during the ceremony Furthermore, his "backup" camera was positioned from a more suitable angle, so why did they not include shots from that camera, at THAT angle? Whether or not it was a failsafe, it still should have contained footage that would have likely enhanced the video's contents However no footage from that camera was included.I understand that editing is a time consuming process However I do not feel that months is a "reasonable" amount of time to produce such an obviously slapdash, and incomplete final product I urge you to again reflect on the fact that we received no correspondence from Ross from October to January when we first inquired We then received no correspondence again from them until we again inquired about the editing progress in April At this point, Ross stated he called us repeatedly at the beginning of April requesting the music file Neither my wife nor I received a call, voicemail, or email from the business This claim is completely false Lastly, and most importantly, the video file we sent him NEVER APPEARED IN THE FINAL PRODUCT! WE DID NOT RECEIVE THE CONTRACTED "RECAP REEL" IN WHICH THIS SONG WAS TO MAKE ITS APPEARANCE Therefore, I feel that this rationale for the grossly late delivery of our video is completely ludicrous and unfounded If the music file was never even used, then clearly it was not holding up the completion of the video The final product we received was only in the hopes of appeasing us due to the increasing pressure and amount of inquires we were giving regarding our video.This business is scamming people out of their hard earned money with the promise of a professionally completed product (or host of products) whose quality is unsurpassed in the industry We were sold a completely bill of goods, and it is a grave injustice We will never be able to recreate the moments of our wedding day, and due to the gross negligence of this business, we have lost the chance to capture them FOREVER This business should be brought up on charges by each and every [rightfully] unsatisfied customer they have swindled, and forced to cease operations I hope that the Revdex.com continues their investigation into this business and takes the most serious actions possible Sincerely, [redacted]

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 Sincerely, [redacted]

We have actually already given him extras such as a trailer video and have produced him a very expensive album along with reediting his video to make him happy 0% 0%;">Thank you N.O***

Response: Hello, Our case was closed due to our lack of response to the companyHowever, our lack of response was actually just waiting for the company to respond to us as they had described in the message (to review the master copy)We do not agree with all of the owner's response (re: we know how to use a [redacted] ), and feel that it is difficult to resolve this issue until we've received the final copy of our videoWe have since talked with the company's owner, Ross, who allegedly was unable to locate his master copy of our wedding video and now states that he is having it redoneCould you please re-open this case? We are supposed to receive a final copy of this video at the latest by May 15, We can update the case on May as to whether or not we have received the final productBest, [redacted] Sent on: 4/25/11:58:AM

Extremely Professional service and very pleased with the final productExtremely professional and very promptI would have no hesitation using them for any other event in the future

We are committed to resolving this matter in good faith There were more than a few communication with [redacted] in the beginning of the year which it was explained to her that we would need a song/sound file for the trailer at which point we would start finishing up the videoAbout 2-months after I spoke again to [redacted] and she told me that the reason that we had not received the song file was because she was not sure in which format it was suppose to be, which caused an serious delay in finishing the video We did have s a 2-month set back in all of our wedding videos editing and finishing due to software upgrade and the back log that it had caused but after that I can assure you that we were waiting for the sound file after that to finish up the videoI do sincerely apologize for thatThe bickering over a miscalculated two weeks to me is just doesn't make senseThe client is repeatedly saying the video is not shot in quality which is a completely statementThe camera used can only shoot in quality and will only playback the video in quality therefore the program used to edit the video (Final Cut Pro X) imported and published the video in QualityIts easy to critique another persons work and say "oh it could have been better like this or that but I assure you we did the best we could with the given conditions & circumstancesAlso the fact that it is quality We stood where we were told to stand and as you can see had our on camera light at full capacity which if we hadn't the video would have been far more grainy due to the fact that lights were dimmed very low during most of the receptionWe shot and covered everything to the best of our ability and fulfilled our commitmentShowed up on time and left after everything ended So to say that you were scammed or we misrepresented anything or any of the extreme slanderous statements and pretending as if no one covered the wedding and that you do not have a wedding video is just incomprehensible! Out of over 500+ clients we have very few unsatisfied clients so I respectfully ask you not to make any accusations or to jump to extreme conclusions We really want to resolve the matter and give you a better experience eventually because you do have all the memories and We can not make the wedding something that it was not or have disrespected the church! Besides being instructed specifically to stand where I was standing and told that there should be no movement, which is the norm at every church ceremony.! You don't go on the alter or interrupt the ceremony in any manner!!! That is just being a professional! Using extreme words and drawing erroneous and distorted conclusions is not helping this situationI again am stating that we are committed to resolving this matter in good faithIf you are truly concerned about getting a better video than why not let us do just that? Tell us what needs to be done and we can try our best to make it betterAs you knowAll the footage is there and I assure you it is quality(We do not have the ability to shoot in less than 1080) Again if the client requires a re-edit, we can certainly do that and when that is done they will have to come down and pick up the finished product so we can show them that everything works and plays fine So, please lets move forward in a respectful manner! We are trying to make a good faith effort!!!

We have actually already given him extras such as a trailer video and have produced him a very expensive album along with reediting his video to make him happy.Thank youN.O***

We have been in touch with the client and expressed that the facts stated in this complaint were inaccurate and that much of the details were left outWe had responded to every email or call receivedI forwarded the messages we had sent to the client a week prior to the complaint, proving that we had respondedWe provided the client with services actually exceeding our contractI met with the client to give him the pictures at the time that they choseThe client never came to gallery for the Images or videoWe had finally mailed the video out but recently came to hear om (10-17-16) that it was not receivedWe then produced more copies which takes some time and can not be done instantlyI gave the clients a timeline as to when the copies would be ready & to call to set up a time, Which was the week of November the 15thOn November 28th, we another email from the client asking about the video, which we responded to but for some reason the client did not seeWe will now be setting up an appointment with the client to come down and sign for the video in personWe have gone beyond the requirements of our contract and definitely do not owe them any fundsWe are putting this issue behind, realizing that this was a matter of miscommunication The Wedding Elites

We have been in touch with the client and expressed that the facts stated in this complaint were inaccurate and that much of the details were left out.We had responded to every email or call receivedI forwarded the messages we had sent to the client a week prior to the complaint, proving that we
had responded. We provided the client with services actually exceeding our contractI met with the client to give him the pictures at the time that they choseThe client never came to gallery for the Images or videoWe had finally mailed the video out but recently came to hear om (10-17-16) that it was not receivedWe then produced more copies which takes some time and can not be done instantlyI gave the clients a timeline as to when the copies would be ready & to call to set up a time, Which was the week of November the 15thOn November 28th, we another email from the client asking about the video, which we responded to but for some reason the client did not seeWe will now be setting up an appointment with the client to come down and sign for the video in personWe have gone beyond the requirements of our contract and definitely do not owe them any fundsWe are putting this issue behind, realizing that this was a matter of miscommunication. The Wedding Elites

We are very satisfied with the service we received from Ross with The Wedding ElitesWe chose a very basic wedding package, and the price Ross gave us was an extremely good value He was accommodating to all the [formal and silly] shots we wanted to take, and emphasized that communication is key He is better reached by phone than email Ross’ primary concern was making sure we were satisfied with the content and quantity of our wedding photos He took over 2,photos on our wedding day! He was the only photographer at our wedding, and exhibited great stamina He started with the bride getting ready in the morning and stayed until the last danceRoss was punctual, and was able to direct our large wedding party into all the shots that were needed We received our digital images days after the wedding After the wedding he followed up with a phone call to make sure we received our images, and offered to retouch/edit our favorites If you are considering wedding photography, I’d recommend making an appointment to meet with the Wedding Elites

We are committed to resolving this matter in good faith There were more than a few communication with *** in the beginning of the year which it was explained to her that we would need a song/sound file for the trailer at which point we would start finishing up the videoAbout 2-months after I spoke again to *** and she told me that the reason that we had not received the song file was because she was not sure in which format it was suppose to be, which caused an serious delay in finishing the video.. We did have s a 2-month set back in all of our wedding videos editing and finishing due to software upgrade and the back log that it had caused but after that I can assure you that we were waiting for the sound file after that to finish up the videoI do sincerely apologize for that.The bickering over a miscalculated two weeks to me is just doesn't make sense.The client is repeatedly saying the video is not shot in quality which is a completely statement.The camera used can only shoot in quality and will only playback the video in quality therefore the program used to edit the video (Final Cut Pro X) imported and published the video in Quality.Its easy to critique another persons work and say "oh it could have been better like this or that but I assure you we did the best we could with the given conditions & circumstancesAlso the fact that it is quality. We stood where we were told to stand and as you can see had our on camera light at full capacity which if we hadn't the video would have been far more grainy due to the fact that lights were dimmed very low during most of the receptionWe shot and covered everything to the best of our ability and fulfilled our commitmentShowed up on time and left after everything ended. So to say that you were scammed or we misrepresented anything or any of the extreme slanderous statements and pretending as if no one covered the wedding and that you do not have a wedding video is just incomprehensible!Out of over 500+ clients we have very few unsatisfied clients so I respectfully ask you not to make any accusations or to jump to extreme conclusions. We really want to resolve the matter and give you a better experience eventually because you do have all the memories and We can not make the wedding something that it was not or have disrespected the church! Besides being instructed specifically to stand where I was standing and told that there should be no movement, which is the norm at every church ceremony.! You don't go on the alter or interrupt the ceremony in any manner!!! That is just being a professional!Using extreme words and drawing erroneous and distorted conclusions is not helping this situationI again am stating that we are committed to resolving this matter in good faith.If you are truly concerned about getting a better video than why not let us do just that? Tell us what needs to be done and we can try our best to make it betterAs you knowAll the footage is there and I assure you it is quality(We do not have the ability to shoot in less than 1080)Again if the client requires a re-edit, we can certainly do that and when that is done they will have to come down and pick up the finished product so we can show them that everything works and plays fine. So, please lets move forward in a respectful manner! We are trying to make a good faith effort!!!

Ross was wonderful to work with! I wanted to use our engagement shoot to make picture table numbers for the wedding and Ross was extremely patient in helping me create my vision He has an incredible ability to be everywhere at the wedding...as the bride and groom, you lose time at the cocktail hour and reception because you are being pulled all over the place...but through Ross's pictures we were able to see a complete timeline of the guests, the wedding party and us and how much fun everyone was having!! The pictures are gorgeous too!! Thank you Ross!!

My husband and I could not be happier with the photos we receivedRoss is such a amazing photographerThe Wedding Elites definitely live up to their nameSo glad we went with the Photo Booth also it was the hit of the night

We have been in touch with the couple & resolving the matter. Due to miscommunication there was misunderstanding as to the details of there video and the information I was provided.We are doing our best to have the video ready for them within a week time frame that we discussedWe do
apologize that the video will be ready weeks later than what we had originally promised them. We try to do the best we can in everyway for everyone of our + clients a year and very few sometimes there are delays or hickups due to unseen issuesI assure everyone that things like this do not happen intentionally.Sincerely

We have been in touch with the client and there seems to be some confusion as to what was actually sent to them as far as the finished video goes.There also seems to be an issue on the playback of the video that we sent themOur video's always have a menu/chapter main page, which the clients can
seem to be accessing.This would have a clear listing for chapters and would have the trailer chapter within the menuThis seems to be an issue with the type of player that they are using.The client also claimed that the video that they have seem to have some missing footage from a back up camera that we use for only back up situations, which is always at a secondary location because the master camera is always in the best location and captures the better viewThey also noted that there was a some sound issue which again could be the settings on the player or TV being used. Either which way we agreed to review the actual video that was sent and see if there was any mistake as to what was sent or if there is a need to re-edit the entire videoWe assured them that we look into everything by this coming week and resolve the issue to their satisfactionThey agreed that when we do pin point the problems and resolve the issues they would come down to review everything with us and then upon satisfaction they would sign of on it. As with all of our clients we are committed to total customer satisfaction and to provide them with everything we promised !

We have actually already given him extras such as a trailer video and have produced him a very expensive album along with reediting his video to make him happy.Thank youN.O[redacted]

The Client did receive 7-Hours of coverage. The Client received the Trailer video just over 4-weeks after the wedding. "Which is taken out of the Fully edited final Video".Then the claimed that they never received the package we sent them, which is supposed to be picked up in person as stated...

on the contract. Then I told them I would get copies and send them out as a courtesy but before I could do that, she filled this complaint.At this point we have to have the discs picked up in person and signed for because we do not wish to have more unnecessary problems.There was no need for a complaint. If there was a genuine issue with receiving the video, she should have given us a chance to resolve it instead of just escalating the matter.

Response: Hello, Our case was closed due to our lack of response to the company. However, our lack of response was actually just waiting for the company to respond to us as they had described in the message (to review the master copy). We do not agree with all of the owner's response (re: we know how to use a [redacted]), and feel that it is difficult to resolve this issue until we've received the final copy of our video. We have since talked with the company's owner, Ross, who allegedly was unable to locate his master copy of our wedding video and now states that he is having it redone. Could you please re-open this case? We are supposed to receive a final copy of this video at the latest by May 15, 2017. We can update the case on May 15 as to whether or not we have received the final product. Best, [redacted] Sent on: 4/25/2017 11:58:42 AM

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.
Sincerely,
[redacted]

roman", "new york", times, serif;">[redacted]
I am writing this to let you know that I am committed to resolving the existing video matter.
I tried calling you several times in regard to the video and to explain the playback options on the video & trailer also to assure you that if you needed a re-edit, we would absolutely do that but you never returned my calls!
This is the main reason our contract states that these finished products be picked up in person so full functionality and details our demonstrated/verified.We mailed you out the video out of courtesy and with the belief that there should not have been any issues.
(Any other finished product must be picked up in person)
As you know the reason for the delay was the fact that we were awaiting your selected song files which we received from [redacted] on May 5th and subsequently the finished product was mailed out about 3-4 weeks after that. So I would think it was understood clearly why it was"Grossly Late"
We will do our best to enhance the video. Please also remember that video editing is a very complicated and time consuming process.
 
* As far as the 1080 High Definition quality in question goes. Our Cameras only shoot in 1080 HD and the programs we use will only import and export the Footage/Video in 1080 HD. At this point in time I can not imagine that anyone would be shooting in less the 1080 quality. 
* Secondly you had contracted us for one camera/videographer the second camera was strictly a back up.
*The fact that you had your backs turned to the master camera and the entire ceremony attendance was beyond our control and I was specifically told that, that is where the cameras can be station during the ceremony. ( The Ceremony was shot in its entirety the was it took place.)
You mention that we I appeared in the whole Edited Video twice! The fact is that if we had cut that part out, we would have lost continuity of sound, song or speech, so we left that with expectation that you understand and be appreciative of not loosing any continuity!
*We have provided the best services that we possibly could. Just as the service that we provided and fulfilled on time with great effort & sincerity, our intention always was to satisfy your expectations and our contract. 
*We can not provide any refund, since we have done nothing wrong, provided our services to the best of our abilities in the given circumstances and did what we said we would!
Even though you may or may not agree with our facts, process / circumstances, We do again sincerely apologize for any issue or delay
In closing I assure you  just as everything else before,we will do whatever we can to satisfy your expectations within reason and with what we have and the circumstances everything was shot in! 
 
 
 
The Wedding Elites