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          Business Profile

          Photographer

          Golden Hour Studios Canada

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Photographer.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            02/10/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            This business charged me 3100$ for a service that they did not provide. I paid for a photographer to come take pictures at my wedding and come to find out the week of my wedding, photographers aren’t being paid by the company and **** *** ******** clients out of their money. I have reached out to them several times and have pictures of the invoice saying it was paid in full as well as the signed contract. Nobody from the company has reached out or answered any of my calls, emails or texts.

          • Initial Complaint

            09/09/2024

            Complaint Type:
            Order Issues
            Status:
            BBB unable to locate business
            Invoice paid on Jan 5, 2024 after contract was signed on Dec 22, 2023 for photography and videography services to take place on Oct 11, 2024. Company has not been returning emails, phone calls, texts or to questions in the client portal, other than to send template emails with generic wedding advice and apologizing for not answering our questions. Their photographer told us that clients had contacted him directly for a previous wedding he was the photographer of because the studio did not give them their images in the agreed-upon time. The studio's parent company is no longer in business, and their suggested arbitrator is in the US (their parent company is American) and cannot assist us. The payment was made online via debit and cannot be disputed, as the payment was made more than 90 days ago. We would like our money back, as no services will be provided and this company has not fulfilled their promises to us.

          • Initial Complaint

            18/07/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            ******* ****** *** **** ********* Regarding the non-receipt of edited weddings photos that were paid for Oct 6, 2023 Invoice #************* PAID $2,515.95 May 11, 2024 Invoice #************* PAID $2515.94 May 24, 2024 #************* PAID $8.81 TOTAL PAID $5040.70 On March 31, 2024 our engagement photos were taken, and on May 18, 2024 our wedding was held and photos taken. As per our signed contract with Golden Hour Studios Canada and an email we received from "Jennifer", we were told that, "Per your contract, we should have your edited media to you within 30 business days. Be advised that during periods of high volume, this may take longer than 30 business days, but no longer than 60 business days. We know you are anxious to see your media. Hopefully it doesn't take that long but sometimes our editing team can get a little backed up. Thank you for your patience and understanding. If you want to check on the status of your media, feel free to reach out to me anytime!" It has been 60 days since our wedding. We have yet to receive our engagement photos from March 31st or our wedding photos. Additionally, we have tried reaching out multiple times on different platforms and we have not received a single correspondence from Golden Hour Studios Canada. We are seeking the receipt of the services that we paid for, or our money back.

          • Initial Complaint

            12/06/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            We have booked this company for our wedding on July 13 2024. The photographer is refusing to shoot our wedding as she hasn’t been paid by the business for previous weddings. The business is not answering my emails, phone calls, texts, or messages on instagram. The business also has our credit card on file and we are worried they will charge our card and not deliver.

          • Initial Complaint

            10/04/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            We signed an agreement with Golden Hour Studios in January 2023 for our wedding in December 2023. Throughout 2023, the process of planning with GHS was difficult. They were not communicating in a proactive and timely manner, and moreover, they were also late to deliver on some tasks on their end. Per their Terms & Conditions (under 3. Contact), we were supposed to have our team assigned to us 6 months prior to our event. This would've been June 2023, however, we didn't get our team members assigned to us until July 2023. We met all our requirements and deadlines with GHS, and paid them in full more than a week before our wedding, per the agreement. The growing number of negative reviews and lack of communication was a red flag that I noticed around June/July 2023. I address this with the company and they reassured us that there is nothing to be concerned about. We are now 4 months past our wedding and despite multiple follow ups, we have had very little communication from GHS regarding timelines. Seeing the ****** reviews and ****** threads of contractors and clients that they are withholding payment and media from is very distressing. They have cut off all means of communications with people trying to get a hold of them. I would like GHS to follow through with the service we paid for and deliver our wedding photos and videos within a reasonable timeline. Otherwise, my husband and I want raw files and a refund from GHS. I can provide more proof if required.

          • Initial Complaint

            12/03/2024

            Complaint Type:
            Product Issues
            Status:
            BBB unable to locate business
            Golden Hour Studios was pushy and condescending from the jump. I was forced into a contract by Jennifer who pushed me to get the top package and didnt listen to my needs for the wedding and only wanted whatever incentive she receives for getting people to sign up for the top package. I was really turned off by the whole interaction and had asked manager Christian to contact me before proceeding. Christian was much easier to deal with and assured me of my decision, and agreed the basic package would be best for what I needed. I sent over the deposit and asked Christian to no longer have contact from Jennifer because of her rude, demeaning and condensing manner. 6 months before the wedding I reached out to see if there had been a photographer and videographer assigned to me to which Jennifer said "that happens 6 months before your wedding" (which it was) about a month later, I had people assigned to me, and before I was able to reach out to them, they quit. **** * ***** ***** ****** **** ****** **** ***** **** **** ******** ******* *** *** **** **** ******. I reached out to my photographer and videographer and they never responded, We are now 2 months away from our wedding with no contact from our photographer or videographer which is totally unacceptable. Jennifer did not allow me to ask our photographer or videographer for examples of their previous work which is VERY odd. I asked to speak to christian and Jennifer refused and sent me a termination contract instead, stating there would be no refund of the deposit when they never delivered anything that was in the contract. Now I have 2 months to find a new photographer and videographer.

          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. ↩

          BBB Rating & Accreditation

          NR

          This business is not BBB Accredited

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          Contact Information

          Guelph, ON N1H 4C6

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          Customer Complaints Summary

          6 total complaints in the last 3 years.

          6 complaints closed in the last 12 months.

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