Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For some reason, my daughter's school chose The Artona Group to take graduation photos for students. There are ***** reviews on ****** Map, with the lowest score of 1 (1 out of 5) being the highest. Given the reputation of The Artona Group, I did not plan to let my daughter purchase their services.Their business process is that every student has to pay a deposit regardless of whether they need their services. If they do not order their services, they promise to refund the deposit. However, no one tells you the conditions for refunding the deposit. The student needs to apply for a refund within 90 days. If it exceeds 90 days, the deposit will not be refunded. The trap is here. They wrote this statement on the website. When they collected the deposit, they neither verbally informed us of the refund conditions nor the statement on the website. They only made a very clear promise to refund the deposit.I expressed my concerns about such a complicated business process. In order to prevent possible disputes later, we clearly stated that we did not need to order their photography services, but we were still charged a deposit.My daughter is about to graduate in Grade 12, and we never ordered their photography services. We contacted The Artona Group, but were refused to refund the deposit because it exceeded 90 days.As an honest business, they should consider improving the quality of service instead of setting up various traps to gain improper benefits.I demand a full refund of the deposit and an apology to our family for the troubles they have caused us.

  Business Response

  Date: 14/06/2024

  Artona charges a $60.00 deposit for all of our secondary and university graduation sessions. The terms of the deposit are 30 days to request a refund by returning the Artona proof booklet or 90 days to use the deposit in the student's online gallery as a credit. After 90 days, the deposit will be forfeited to cover the photography services. We do not charge sitting fees to any secondary graduates, meaning the session is free if the deposit is refunded or used as a credit. 

  The deposit terms and conditions are included in several different forms of communication between Artona and our customers. An email sent from our booking site after an appointment is made, it is also listed at the time of check-in at our self-service kiosk, which also requires acknowledgment before proceeding. In addition, it's also included in the email sent after-session check-in and in the Artona proof booklet that we mail to our client's homes. However as a goodwill gesture, I will have my customer service manager contact you to assist in issuing a refund.

  Customer Answer

  Date: 14/06/2024

   
  Complaint: 21827936
  
  I am rejecting this response because:

  
  I won't discuss why you Artona set up such a complicated business process. Not everyone has the time or ability to study your complicated business process. I haven't seen the Artona proof booklet you mentioned.
  My child ****** was in the trailer for taking photos. She clearly stated that she didn't need your service. She was there only because the school needed her photos. She paid the school for it. She didn't owe you anything.
  In this case, your employees clearly knew that she didn't need your service, so why did they charge her depot $60? This puts us in a dispute now.
  Before contacting BBB, I also took the initiative to contact Artona, hoping to handle the refund smoothly, but it was difficult to communicate with the customer service. In short, the refund was refused.
  Therefore, I hope to complete the Full Refund under the supervision of BBB to prevent new accidents.
  
  Original Payment Method: debit card
  name: *****************
  card number: ****************
  Amount: $60.00
  
  

  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 28/06/2024

  Hello

   

  The client has received a full refund and has responded to us in a positive fashion.

   

  Thank you for making us aware of this situation.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21827936
  
  I am rejecting this response because:

  Hello,The Artona Group Inc
  My daughter is not sure she received your refund. Please provide proof of payment, including date, amount, refund path, preferably reference number, so that I can complete the bank reconciliation.

  Sincerely,
  
  *****************

  Business Response

  Date: 08/07/2024

  Client received a cheque for $60.00 as requested and has cashed it on July 3rd 2024.

  We are sending the attachment with proof of their signature endorsing the cheque

  This matter is completed as we stated before.

  Thank you for helping resolve this in a satisfactory manner.

   

  ***************

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I am very grateful to the BBB for playing a key role in handling the issue. Without your help, we would not have received a refund. Although we received a refund, I still despise this company's suspected fraudulent practices. If those people on ****** Map also seek help from the BBB, Artona will reflect on their business processes.

   

  
  Sincerely,
  
  *****************