The Wedding Elites LLC

After speaking to the client we conlcluded that there was a lot of miscommunication and confusion surrounding the process of album production and the pick up of the final product.We have promised the client that upon receiving the self selected Images for the Album, we will have the Prints and video...

ready for pick up with in 4-weeks.The client was very understanding & reasonable, which we greatly appreciate.

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 8 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 3-4 weeks after receiving the requested file. Upon 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 3 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 1080 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 altar. Since we believed we were hiring a video professional, we were deferring to his best judgment on his camera placement. At 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 10 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 false 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]

There was a an issue with miscommunication. That client was not aware that the album was to be reveiwed & signed of on & that the finished product in this case must be picked up in person.The client has reveiwed the album design and after the changes that they requested are made we will...

set up a pick up date as soon as we can.

It was a pleasure dealing with this [redacted].We did receive a call from [redacted] about 3 months ago stating that they never received there video, which we understood to have been mailed out & therefore received. Anyhow about 3 weeks after that we sent out more copies to an out of state...

address, which they never received either. For some reason we actually had the wrong address for them. We spoke to [redacted] & have the confusion resolved and have promised to get them more copies, which will either be picked up or mailed out to them to the confirmed address.I do apologize for the confusion to this great couple & promise to have this issue resolved immediately.

[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

Extremely Professional service and very pleased with the final product. Extremely professional and very prompt. I would have no hesitation using them for any other event in the future.

Wedding Elites did the video recordings for my daughter's wedding events this year in March( 2016) and we found them very professional, proactive and a committed team

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 8 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 3-4 weeks after receiving the requested file. 
Upon 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 3 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 1080 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 altar. Since we believed we were hiring a video professional, we were deferring to his best judgment on his camera placement. At 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 10 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 false 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]

Ross is enthusiastic and passionate about his work so we knew that he would be perfect for our special day! As we scrolled through all the wedding photos, we realized that he captured so many beautiful "moments" and we can't thank him enough for that!! The formal pictures were beautiful as well and we have so many to choose from. We received many compliments about him from our guests and he is fun to work with. We absolutely recommend Ross and Wedding Elites!!

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.
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N.O[redacted]

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 video. About 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 2-3 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 video. I 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 1080 quality which is a completely false statement.
The camera used can only shoot in 1080 quality and will only playback the video in 1080 quality therefore the program used to edit the video (Final Cut Pro X) imported and published the video in 1080 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 & circumstances. Also the fact that it is 1080 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 reception. We shot and covered everything to the best of our ability and fulfilled our commitment. Showed 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 false 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 situation. I 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 better. As you know.. All the footage is there and I assure you it is 1080 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 from the wedding elites did an excellent job at my wedding would recommend the wedding elites to any couple looking for a great photographer

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 received. I 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 contract. I met with the client to give him the pictures at the time that they chose. The client never came to gallery for the Images or video. We had finally mailed the video out but recently came to hear om (10-17-16) that it was not received. We then produced more copies which takes some time and can not be done instantly. I 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 15th. On November 28th, 2016 we another email from the client asking about the video, which we responded to but for some reason the client did not see. We will now be setting up an appointment with the client to come down and sign for the video in person. We have gone beyond the requirements of our contract and definitely do not owe them any funds. We are putting this issue behind, realizing that this was a matter of miscommunication. 
The Wedding Elites