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:04/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I ordered a home movie to dvd through imemories on the kiosk @ ********* in **********,oh jan ******* & paid for it already. It is now april 3rd & still do not have the dvd. ********* has been calling every ******** have emailed imemories customer service which they only responded with we see you have been calling & will email you when order done. Have not heard from them since march25th

  Business Response

  Date: 04/03/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns about your order. We truly appreciate your feedback and want to ensure we find the best resolution for you. A member of our team will be in touch with you shortly to assist further.
  
  Best,
  iMemories Team

• Initial Complaint

  Date:03/17/2025

  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.

  We ordered the kit from IMemories to send in our wedding vhs tape. Once they received it they asked for more money. They also advertised ** ********* which was suppose to enhance the video and make it look better. When we finally got the finished product it looked exactly the same. We already had a digital copy of it and could watch each video side by side and see no difference. The only reason we did the whole thing was because they advertised this as being able to be done. We didnt need a digital copy we had that. We were going for their claim of making the tape more crisp and clear. They also cut out the ending of the video in which i told them about multiple times. They only reimbursed $5

  Business Response

  Date: 03/17/2025

  Hi *******,

  
  Were truly sorry to hear that your experience didnt meet your expectations, especially regarding the ** enhancement and the completeness of your video. We understand how meaningful your wedding memories are, and we regret any disappointment with the final product.

  
  Our ******** ** Enhancement is designed to improve video clarity, color, and sharpness, though results can vary depending on the original footage quality. We apologize if the improvements were not as noticeable as expected.

  
  Our goal is always to ensure your satisfaction and trust in our service. As a courtesy, we have issued a full refund for you. We hope this helps ease any concerns you may have had.

  
  Your feedback is truly valuable, and well use it to continue improving our service. If theres anything else we can do to assist you, please dont hesitate to reach out.

  
  

  Customer Answer

  Date: 03/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *********
  
   
  

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Imemories billed the end of December for converting a VHS to a ***. I still have not received the ***

  Business Response

  Date: 02/07/2025

  Hi *****,

  Thank you for your feedback. We truly apologize for any confusion regarding the *** process.

  We understand how important your memories are, and we want to ensure you have the flexibility to save and enjoy them in the way that works best for you. Thats why ***s are not included with the initial order. Once the digital conversion is complete, youll receive 30 days of free online access to view your media and customize your *** just the way you want.

  Our goal is always to ensure your satisfaction and trust in our service. As a courtesy, we would love to send you a complimentary *** of your memories. We hope this helps ease any concerns or issues you may have experienced.

  If you have any additional feedback, please dont hesitate to reach out. Your peace of mind is very important to us.

   

• Initial Complaint

  Date:01/04/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I paid over $100 for access to 7 VHS tapes. Now I have to pay fees to continue to see them?It was not clear to me when I purchased this service, that I would be paying money forever to see my videos!

  Business Response

  Date: 01/06/2025

  Hi ******, 

  Thank you for speaking with me today regarding your iMemories order. We truly apologize for any confusion regarding our pricing and service structure, and we appreciate you sharing your feedback.

  We want to clarify that the initial fee covers the digitization of your tapes and provides you with 30 days of free online access to view, edit, and share your memories. After this 30-day period, there are several options available for you to keep accessing your videos, including purchasing DVDs or USB drives, downloading the videos to your devices for free, or subscribing to a cloud storage plan for ongoing access.

  We understand how important it is for you to have access to your cherished memories. As discussed, we've provided you with an additional 30 days of access to ensure you have ample time to download and save everything to your computer or drive.

  
  If you have any questions or need assistance with the process, please dont hesitate to reach out. We're here to help!

• Initial Complaint

  Date:12/27/2024

  Type:Delivery 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.

  iMemories sent my 13 VHS tapes via ***** and ***** delivered to wrong house (Correct address was on the box as per ***** but driver inept), on Wednesday, December 23, 2024, at 5:41 PM. The image ***** sent to me was clearly not my house nor any in my neighborhood. I have contacted iMemories numerous times via email as well as telephonically in an attempt for THEM to find my VHS tapes. This has yielded negative results. The last email suggested that I drive thru my neighborhood to locate the package (again the image is definitely NOT any home in my newly built sib-division) so that was not useful advice, and ***** will NOT permit me to file a claim. This is what I receive from *****: Smart Post "The tracking number that you entered is for a ***** SmartPost shipment. Only the company that shipped you this package can file a claim on it, and the claim cannot be submitted online. If you are the shipper, please refer to filing instructions at ************************************ and select 'Tutorials'."These 13 VHS tapes contain family history dating back to the mid 1980s and cannot be replaced. Moreover, and additional concern is some unscrupulous person has these tapes and will use them for nefarious reasons. We MUST have these tapes returned and what kind of a monetary value can be placed on tapes that are gone forever? That is to say they cannot be replaced....

  Business Response

  Date: 12/30/2024

  Hi *****,

  We are truly sorry to hear about the difficulties you've encountered with the delivery of your VHS tapes.

  We completely understand the emotional value of these tapes and how important it is to recover them. Please know that we take this situation very seriously, and we are working with ***** to locate the package and resolve this issue. We are committed to doing everything we can to help recover your memories. We appreciate your patience, and we want to assure you that we're not giving up on locating your tapes.

  In the meantime, to ensure you have access to your digitized memories, weve provided you with a year of free cloud storage. This will keep your digitized memories safely stored, allowing you to view, share, and enjoy them whenever you'd like. In addition, we will be sending out your USB drives with a signature required upon delivery. This will help ensure that there are no issues with the delivery and that your memories reach you safely.

  Your satisfaction and trust are incredibly important to us. We will keep you updated and let you know as soon as we have more information. Please do not hesitate to reach out with any questions or concernswe're here to help.
  

   

  Customer Answer

  Date: 12/30/2024

  I appreciate that iMemories have extended my cloud for a year, but the *** tapes remain missing.  I had this transpire before with a ***** delivery and I was SIMPLY able to contact *****, and they immediately reached out to the driver. Said driver within an hour was able retrieve my package from the incorrect home and bring it to me.  I tried this with ***** this time but they refused any resolution since I was NOT the shipper.  Moreover, ****** emailed me last week stating that a supervisor would contact me and zero contact. It was also annotated that I initiate a claim for with *****, however, I CANNOT as again, I was not the original shipper...iMemories was. 

  Was a claim made to *****?  I am just a simple human...contact ******** the FedEX driver and have him locate the packaged at the house he delivered it to. ******** has the image of the home that HE incorrectly delivered it to.  If iMemories has a business contract with ***** why has that not been effectuated?  What has iMemories completed with ***** in an effort to locate my *** tapes? 

  Lastly, I requested iMemories to have my USB Drives sent via another company other than ***** and yet again, iMemories fails to do so by stating a signature will be required upon delivery via *****.  That by no means provides any comfort whatsoever. Look at the plethora of complaints against ***** on social media...they are a proverbial train wreck. 

  I conclude I am not satisfied with the resolution offered as if this writing.  My *** tapes remain missing and lest not forget, they are old *** tapes from decades and cannot be replaced.  It is not about free icloud storage...it is finding my *** tapes.  iMemories selected *****, we did not; thus, iMemories must do better. 

  Regards

   

   

  Business Response

  Date: 01/06/2025

  Hi *****,

  We truly understand how distressing this situation is, and I want to sincerely apologize for the frustration and worry this has caused.

  Your VHS tapes memories are irreplaceable, and we deeply regret the inconvenience and concern this shipment has created. At iMemories, we take the handling of your precious memories very seriously. We are actively working with ***** to investigate the status of your shipment and are committed to providing you with a resolution. Currently our ***** account manager is handling an active search within their Package Research & Recovery area. They will follow back up with us in reference to any matches, at which we will relay those updates back to you.

  Please know that our search continues until your originals are recovered. If there is anything specific you would like us to do or if you have additional details that may assist in the investigation, please dont hesitate to let me know.

  Customer Answer

  Date: 01/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Said action is to send the tapes via *** and I receive them in the same condition that I sent them. 

  My *** tapes were recovered at this juncture.  However, locating them was only as a result of me filing a complaint against ***** and ****** from ***** located them (solely based on my BB complaint).  Oddly, the package was returned to iMemories and what was more concerning, iMemories nor the alleged ***** *** that iMemories claimed to be in direct contact with was not aware that the package was returned to iMemories, until ****** and I contacted iMemories (******).  

  I conclude that although I have accepted the response, I have not received the *** tapes yet as of this writing.  ****** stated she will ship them via ***, but I have not received them, nor have I received a tracking number to confirm they were sent.  I was also advised that the tapes were undamaged and all were present. 

  As a note, I was told that ***** did delivery them to the wrong address and fortunately the recipient of my tapes was honest and eventually sent them back to ***** and ***** sent them back to iMemories...why didn't ***** simply bring the package back to me?  Only they know of why.

  We did find the digitizing of our tapes with iMemories was great; however, we will not use them in the future based on their choice of ***** as their shipping company.  I had 5 more tapes we want digitized but again we do not trust *****; thus, we will proceed with a competitor.  

  ****Kudos for ****** for being the only employee at ***** that actually did her JOB.   I spoke to many, and she was the only one who seemed to be well versed in her job duties and customer service.  

  Regards,

  ***** Childs
  
   

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  IMemories is a company that digitizes home movies and video tape. Unbeknown to me, the company blocked my access to the digitized product that I paid for stating that a monthly fee of approx. $8/month would allow me to view my digitized home movies and videos. I would like access for one month without the fee for one month so that I may download my home videos and video tapes. Nowhere in their advertising on their website mentioned the fee.

  Business Response

  Date: 12/10/2024

  Hi *******, 

  Thank you for taking the time to speak with me today regarding the 30 days of free online access included with your order. 

  Transparency is very important to us. We always aim to be upfront about our order process and what is included with the digital conversion. We regret if this was not clearly communicated to you. Well review the details of your experience to ensure that were providing all the necessary information upfront in the future.

  iMemories understands how important your family memories are and wants to ensure you are able to save them in the way that works best for you. As we discussed, you will have an additional 30 days of online access, so you can save your memories. Please know we are here to assist throughout the process. 

  Thank you again for your valuable input, and we hope to have the chance to work with you again in the future.

• Initial Complaint

  Date:11/30/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I feel like I was mislead, I paid close to $100 to have my family movies digitized. That was done, i was given access to them via their app. Never was I told I was only going to have access for 30 days to the videos then I would have to pay another $100 per year to continue access to the movies I paid for. This was never explained anywhere before or I would have never done this. Ots fraud to say I get the digitized version I paid for but only for 30 days.

  Business Response

  Date: 12/02/2024

  Hi *******, 

  Thank you for taking the time to share your concerns with us. 

  We're sorry to hear about the confusion regarding our process. We strive to make everything as clear and straightforward as possible, as we want our customers to have have the best experience when trusting us with their memories. iMemories offers an exclusive benefit with our digital conversion service. Rather than just sending your memories back on DVDs or USB drives, we upload everything to a secure, password-protected iMemories account. You then have 30 days of free online access to view, edit, share and decide how you want to save your memories long term. During that time you can order customized DVDs, USB flash drives, download and save to your computer and devices (no charge) or keep your online access with the iMemories Cloud Subscription for $7.99/mo or $49.99/year.

  It is not our intention to mislead our customers in any way. All of this information is on our website, in the Starter Guide included with the SafeShip Kit and online when you login to pay your order. We understand how important your memories are and want to ensure you are able to save them in the way that works best for you. We will extend your free access out an additional 30 days, so you will have time to decide how you want to save your new digital videos long term. 

  Please know that we are here to assist you throughout the process and are happy to answer any questions you may have. Please do not hesitate to reach out and discuss this with us at **************.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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.

  I paid shipping and shipped my vhs to be transferred. The vhs is 100% mine and NOT in any way copywrited. They contacted and claimed it was copywrited. When contacted and asked for an explanation, i was given none. They also refused to refund the money they took under false pretense. This company is dishonest and should be avoided.

  Business Response

  Date: 11/06/2024

  Hi ******, 

  Thank you for taking the time to share your concerns regarding the *** tape you sent to us. 

  We apologize for any confusion regarding our service. iMemories specializes in creating a digital copy of old home movie films, videotapes, photos, slides, and negatives so they can be viewed again with today's technology. 

  The videotape we received was not home video. It was a professionally produced and sold movie. By law, iMemories is not able to digitize copyrighted media such as Hollywood movies, television shows, and news broadcasts without a copyright release from the company that produced the movie. 

  We truly value our customers and are dedicated to providing the best experience possible. As a courtesy we will refund you for the Safeship Kit you purchased, and ship your tape back to you at no charge. 

  We sincerely hope our efforts have helped restore your faith in iMemories. If we can help with any further details, or be of any assistance please do not hesitate to reach out at **************.

  Customer Answer

  Date: 11/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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.

  Order ********** - 16-Oct-2024 - $143.71 Order ********** - 11-Sep-2024 - $16.04 Complaint Against iMemories I recently used iMemories to convert several VHS tapes, but the experience has been extremely disappointing and costly. iMemories charged me for converting five VHS tapes without clarifying that tapes with TV broadcast content cannot be converted. If this restriction is mentioned anywhere, it is buried in a way that misleads consumers.Upon informing me that my tapes were unconvertible, iMemories refused to refund the $75 conversion fee and charged additional shipping to return my tapes. In total, I lost approximately $120, without any service provided. I believe this handling is deceptive and unethical for a service with high-ticket fees. I am seeking a full refund of my charges, as I was not properly informed of the conversion restrictions upfront.Thank you for reviewing this complaint.

  Business Response

  Date: 11/06/2024

  Hi ********, 

  Thank you for taking the time to share your concerns with us. 

  We definitely appreciate our customers, and we're sorry that your experience didn't meet your expectations. When we processed the videotapes that you sent in, there were four that did not contain any home video content. The video footage was all copyrighted recorded TV shows. By law, iMemories is not able to upload copyrighted media such as Hollywood movies, television shows, and news broadcasts to your account without a copyright release.

  There were also two videotapes that had damaged ribbons. We were able to repair and process one of the damaged tapes. The other tape we were not able to repair. The outside housing did not have any screws in it, so we were unable to open the housing to repair the ribbon. 

  We do not automatically refund for tapes that contain copyrighted material, because the extensive digital conversion work was completed. We do make note of the copyright restrictions on our website, as well as in the Starter Guide that is included inside the Safeship Kit. 

  It is our goal to ensure that our customers have the best experience possible. We have processed a refund for the tapes that could not be processed and the Safeship Kit. We hope this action helps to ease any concerns or issues you may have experienced. Our aim is always to ensure your satisfaction and trust in our service. If there's anything more we can assist with or if you have further feedback to share, please don't hesitate to reach out. Your peace of mind is very important to us.

  Customer Answer

  Date: 11/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********
  
   
  

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  iMemories is a company that digitizes memories from several different formats. I saw online in iMemories' list of services, a picture of film, indicating to me that one of their services is to... digitize film. I sent in about 5 old film cartridges. To start with, I paid way too much just to receive a simple box to send my items off in, but the real issue is they're trying to charge shipping & taxes in order for them to ship my film back to me as they've cited they don't develop film. I never would have sent the film in the first place if that had been clear! The person that emailed me back about this argued with me about this back and forth. I still have a video I would like to pay to have digitized, but part of the "bill" is this shipping fee to get my film back which I should NOT be responsible for. Until the company makes it VERY clear on their website that they do not develop film, they should expect to have to ship people's film back to them if they are unable to provide the service it 100% APPEARS they provide, otherwise this is complete scam. The online agent finally offered a portion off the shipping, after I said I'd come to the BBB, but told me I'd be paying the taxes. What? No. I will be paying for the video they have the ability to process, and nothing more, and they will return my film. Or, they will receive nothing, my items will therefore remain in their possession, and until they are returned at no charge to me, I will consider this theft and act accordingly.

  Business Response

  Date: 10/22/2024

  Hi *****,

  Thank you for your feedback. We definitely appreciate our customers, and we're sorry that your experience didn't meet your expectations.

  iMemories is able to convert pretty much all home movie and photo formats used in the past 80 years. We can not however develop camera film rolls or disposable cameras. Once they are developed we can digitize the negatives and/or the photo prints, which are both pictured on our website.

  We do apologize for any confusion with the services we provide. The shipping charges for the film and disposable cameras had been removed from your order previously. As a courtesy we will waive the return shipping fees in full. The order charges you see are just for the digital conversion of your videotape, with 55% off, plus any local tax. 

  We sincerely hope that our efforts and service have helped to renew your confidence in iMemories.

  If we can help with any further details, or be of any assistance please do not hesitate to reach out at **************.