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:07/05/2024

  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.

  We had purchased a photo shoot through Snappr photo booked with photographer of choice based on reviews with a set time for us later to be contacted by him the photographer to tell us he was overbooked and we would have to resolve through Snappr. Now upon several emails with them and very sorry customer support we have been stuck with 184.21 of money given for nothing and they aren’t willing to help shame on me cause I have seen a few other people having problems with getting there money back after the photographer has dropped the ball. Bbb we are asking for your support and help with this matter we are about being honest and earn our money honest expect the same in return this stealing.

  

  Business Response

  Date: 07/08/2024

  Hi BBB, 

  Thank you for raising Ms Jessica C***** concern to us. We apologize for any inconvenience that this has caused. 

  Upon review, we've already cancelled their photoshoot and issued a full refund. This was already communicated to them last Friday, July 5th and they have already acknowledge this. I have also attached a copy of the refund receipt for reference. 

  Once again, we thank the Better Business Bureau for your patience and understanding as we work to resolve this matter. We value the opportunity to continuously improve our services and uphold the satisfaction of our clients.
  

• Initial Complaint

  Date:07/01/2024

  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 received a call from a sales person to book a wedding shoot paid $184.21 same day my reservation was cancelled due to photographer did not have experience in weddings. Since then I have not been able to contact nobody that can help with my situation. Sales department keeps creating tickets to try to solve the issue, it’s been over 72 hours and they not even responding.

  

  Business Response

  Date: 07/02/2024

  Dear BBB,
  
  We sincerely appreciate your attention to the concerns raised by Veronica J******, and we welcome the opportunity to address the issues outlined in her complaint

  We appreciate Ms. J******'s patience and understanding throughout this process. We have processed a refund of $184.21 as a resolution for the inconvenience caused during the cancellation of this shoot. This information has been communicated through our Help Center channel.
  
  If Ms. J****** has any further concerns or requires additional assistance, we encourage her to reach out to us directly. We value the Better Business Bureau's involvement in this matter, and thank you for your continued efforts to ensure a fair resolution for all parties involved.
  
  Should you require any additional information or documentation, please do not hesitate to contact us.

  Customer Answer

  Date: 07/02/2024

  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.
  
  Sincerely,
  
  Veronica J******

• Initial Complaint

  Date:06/30/2024

  Type:Product 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.

  Booked party photography for noon-2 hours, no one showed up or called us about plan changes. Paid full amount and can only contact customer service by email for refund but no one replied.

  

  Business Response

  Date: 07/03/2024

  Hi BBB,
  
  
  We extend our gratitude for your attention to the concerns raised by ***********************, and we appreciate the opportunity to address the issues outlined in his complaint. We sincerely apologize for any inconvenience caused by this.

  To give context, ****************************;booked an Automotive shoot for June 30th. However, he requested to cancel the photoshoot 2 days before the original schedule, which allows the photographer to receive a rescheduling fee amounting to $20. This policy is sent to clients as soon as the shoot has been booked. This is also the link where you can see the rescheduling policy: *************************************************************************************************************************************************************************;

  As per policy, we can convert his booking into a credit or a gift card which they can use on their next photoshoot with us. 

  As of now, we have not received any response from ****************************;regarding our offer. We are eager to address his concerns promptly, and we kindly request confirmation so that we can proceed with rescheduling his photoshoot.
  
  Once again, we thank the Better Business Bureau for your patience and understanding as we work to resolve this matter. We value the opportunity to continuously improve our services and uphold the satisfaction of our clients.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21923750
  
  I am rejecting this response because:

  first, we didnt cancel it, we told representative we keep the reservation in the email, dont tell me contact your customer service cost $20 to respond.your customer service didnt respond us until the day after the reservation. I have all the email communications. I will post all if allowed.

  second, on the day of appointment, no call, no respond, no show up, no one told us one word. We didnt cancel it, I refused to take your credits or gift card because you guys canceled on us without any notice, and who wants to use the same company after dealing with so much drama?

  third, your policy had problem, we booked this a week before, how customer cancel 14 days above if they didnt book before 14 days? Dont try to make this ridiculous money from everyone.

   

  i saw so many complaints on BBB, all because of no refund after no show up, think about how to do business, not how to steal money from customers try to trust you. Unbelievable.

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

  

  Business Response

  Date: 07/04/2024

  Dear BBB, 

  Thank you for sending *************** response. 

  We sincerely apologize for the inconvenience that this has brought and we acknowledge there were some lapses on our end. With that, we will consider processing a refund for the full booking fee as long as *********** promise to settle the cancellation fee of $20. This was also discussed to him by our Support team via email. 

  Thank you! 

• Initial Complaint

  Date:06/21/2024

  Type:Product 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 have used this company in the past before for my wedding and it was great. My child birthday was coming up and I started planning it 4 months ahead of time, I paid and booked as early as possible so there will be no issues. I spent time talking with customer service, and it was great, we picked a photographer. I made sure to put myself as the point of contact even if the account belongs to I and my husband, I told them specifically that they should use my phone number and email which I left as the first point of contact and my husband the second because he travels a lot for work and may miss it. I called back 2 months to the event to verify everything was going well and again a few weeks to the event and I was told it was still going as planned and photographer is ready for that day. Imagine my surprise to get an email two days to the birthday party that my photographer has been canceled because they couldn’t reach me, whattt??? They said they called my husband’s phone number from several years ago and it didn’t go through, so they went ahead and canceled and left me a stupid credit no refund. First of all, where did they get that phone number from, and why would they ruin my child’s birthday for no reason. They have Terrible sales tactics, always pushing things on people, now no one is responding to me, I’m getting transferred here and there without even a refund. Why do I need a store credit when I did’nt cancel and when I will NEVER be using this company again.

  

  Business Response

  Date: 06/24/2024

  Hi BBB, 

  We extend our gratitude for your attention to the concerns raised by Oge N**, and we appreciate the opportunity to address the issues outlined in his complaint. We sincerely apologize for any inconvenience caused by this.
  

  We have already reached out to Ms Oge N** regarding this. We are deeply sorry about what has happened. We have also processed a full refund for their recent photoshoot with us. I have attached the refund receipt for your reference. 

  Once again, we express our gratitude to the Better Business Bureau for your patience and understanding as we work to resolve this matter. We remain committed to continuously improving our services and ensuring the satisfaction of our clients.
  
  
  
  

• Initial Complaint

  Date:06/06/2024

  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.

  Snappr was paid to provide high quality high resolution photos for a house the website advertised within ***** hours. The photos provided are such poor quality and low resolution they can not be used. Airbnb will not even allow the photos to be uploaded because they have been flagged for such low quality. The photographer who was sent by snappr claimed it was an error by Snapprs editing team and usally doesnt happen. She also claimed they are usally not this bad as responded. Snappr claimed to fix the issue but they are same photos. The entire amount of payment should be returned to the customer so they may hire a legitimate business. 0% of the photos provided can be used

  

  Business Response

  Date: 06/07/2024

  Hi BBB,
  
  
  We extend our gratitude for your attention to the concerns raised by *************************, and we appreciate the opportunity to address the issues outlined in his complaint. We sincerely apologize for any inconvenience caused by this.

   

  For context we have already accommodated the client's request to resize the photos to a 3:2 width to length ratio with a 1024 x 683 resolution which made the photos small. I have also attached a screenshot of the description of his photos for reference. Before making the changes, the original resolution of the photo was 5614 x 3734. I believe we have already accommodated the client's request and delivered quality and high resolution photos. 
  

  Once again, we express our gratitude to the Better Business Bureau for your patience and understanding as we work to resolve this matter. We remain committed to continuously improving our services and ensuring the satisfaction of our clients.

  
  
  
  

  Customer Answer

  Date: 06/07/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/28/2024

  Type:Product 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 AI generated headshots from Snappr, the initial proofs looked good but when I received the final photos my eyeballs were either huge or my eyes were crossed in all the photos (not the case in real life). I submitted a complaint, it took 2 months for them to respond and when they did they said they can't issue a refund or fix the photos because it wouldn't be fair to other customers.

  

  Business Response

  Date: 06/04/2024

  Hi BBB,
  
  We extend our gratitude for your attention to the concerns raised by Andrew K****, and we appreciate the opportunity to address the issues outlined in his complaint. We sincerely apologize for any inconvenience caused by this.

  We have already reached out to Mr K**** regarding this. In fact, we've advised him that we can proceed with a refund since he is not satisfied with the results. We sent our email last Tuesday, May 28, 2024 and we still haven't heard from him. 

  Once again, we express our gratitude to the Better Business Bureau for your patience and understanding as we work to resolve this matter. We remain committed to continuously improving our services and ensuring the satisfaction of our clients.
  

• Initial Complaint

  Date:05/03/2024

  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.

  Had photoshoot scheduled for 5/4/24 at 4pm, they have policy can cancel within 24 for a refund, only allow me to cancel within AI that said that I I cant get a refund because it is within 24 hours despite it being more than 24 hours away.

  

  Business Response

  Date: 05/06/2024

  Hi BBB, 

   

  We extend our gratitude for your attention to the concerns raised by ***********************, and we appreciate the opportunity to address the issues outlined in his complaint. We sincerely apologize for any inconvenience caused by this.

  Just to provide some background, **************** requested to reschedule his Dating Portrait shoot on May 3 at 5:30 PM due to weather conditions. The photographer agreed to the change and waived the $20 rescheduling fee as a courtesy. However, per our policy, client's can still cancel the shoot as long it is more than 24 hours before the shoot and instead of a refund, their photoshoot will be converted into a credit which they can use to schedule another photoshoot with us. 

  That option has already been provided to the client. Important help articles and links have been provided to the client. 

  I have attached a photo of the article for reference and here is the direct link: ********************************************************************************************************************************************************************

  Once again, we thank the Better Business Bureau for your patience and understanding as we work to resolve this matter. We value the opportunity to continuously improve our services and uphold the satisfaction of our clients.
  
  

  Customer Answer

  Date: 05/07/2024

  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.
  

  Please change your app to be clear as the submitted photo of the app response is exactly the opposite. Please stop over relying on AI (artificial idiot) until it is actually intelligent. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/21/2024

  Type:Product 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.

  On 3/18/24 I booked with Snappr and to my surprise they withdrew my money right away before the service was rendered. Upon arrival at my shoot dark clouds came and I messaged the photographer if he wanted to reschedule( out of respect for his equipment) to which he responded yes please contact snappr to reschedule. I took these steps and they were not able to reach me or provide a new photographer. They are refusing to issue me a refund and only want to give me a gift card stating I wanted to reschedule. I have provided them screenshots of the conversation with the photographer and they are still refusing to refund me money that should never have came out of my account until after my services were rendered.

  

  Business Response

  Date: 03/21/2024

  Dear BBB,
  
  We sincerely appreciate your attention to the concerns raised by *******************************, and we welcome the opportunity to address the issues outlined in her complaint.
  
  We apologize for any inconvenience caused. To provide context, ****************** booked a Maternity Shoot scheduled for March 18th. While she asserts that the photographer insisted on rescheduling the shoot, evidence suggests that she initiated the request for rescheduling, as evidenced by the screenshots provided.
  
  We are actively working with ****************** to reschedule the shoot. However, regarding her request for a refund, we regret to inform you that we are unable to process it in accordance with Snappr's Terms, as outlined in the "General" section, accessible via the following link: ********************************************

  
  Once again, we express our gratitude to the Better Business Bureau for your patience and understanding as we work to resolve this matter. We remain committed to continuously improving our services and ensuring the satisfaction of our clients.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21464220
  
  I am rejecting this response because: As the screenshot shows I only asked the photographer if he wanted to reschedule as I wasnt sure about his equipment and rain. He could have simply said no as I was already at the location and would have done the shoot. The photographer responded yes and no one has rescheduled me. The 2nd screenshot shows that you all have said there is no other photographers to schedule with.  You are offering a gift card but yet there are no photographers to book with. You all took money from my bank account and did not render any services. I would like a refund back to my account, thank you.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/25/2024

  Dear BBB,
  
  Thank you for forwarding ********************** response regarding this ongoing case. For clarification on the screenshots that she sent, the photographer did not initiate the rescheduling request but simply agreed to change the date and time of the photoshoot. However, upon reviewing, the photoshoot has now been rescheduled to Monday, April 1st at 5:30 PM. ****************** is fully aware of the new schedule of the shoot.
  
  Once again, we thank the Better Business Bureau for your patience and understanding as we work to resolve this matter. We value the opportunity to continuously improve our services and uphold the satisfaction of our clients.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21464220
  
  I am rejecting this response because: It was not a request. I was simply asking due to the weather. If weather was not an issue then the photographer could have simply responded that a reschedule was not necessary.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/14/2024

  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.

  Snapper charged me for a photographer and then informed me after the appointment time for a no show photographer. I asked them for a refund for the service they did not provide. And they refused to refund the money and keep offering me a credit to the account. I will never use Snappr since it has been a horrible experience, but they refuse to refund the money and have been wasting my time for almost a month.

  

  Business Response

  Date: 02/15/2024

  Dear BBB,
  
  I hope this message finds you well. I am writing to provide an update on the resolution of the complaint filed by Mr *************** concerning a booked Dating Portrait photoshoot and subsequent issues related to a cancellation.
  
  We appreciate **************** patience and understanding throughout this process. We have processed a refund of $344.06 as a resolution for the inconvenience caused during the cancellation of this shoot. This information has been communicated through our *********** channel.
  
  If Mr. *************** any further concerns or requires additional assistance, we encourage her to reach out to us directly. We value the Better Business Bureau's involvement in this matter, and thank you for your continued efforts to ensure a fair resolution for all parties involved.
  
  Should you require any additional information or documentation, please do not hesitate to contact us.

• Initial Complaint

  Date:01/27/2024

  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.

  Date: 10/24/23 ****************** with Silverline Finish Carpentry LLC was going to apply for the permit for construction and this charged us $400 to apply for it. Then emailed ** saying he never did apply for the permit because he hasnt had time and doesnt have the technology or the measurements to do so. He offered to return the $400 so we could apply ourselves but he still hasnt. Today he returned $200, not $400. He was fully paid for the work he did and was dishonest about what what he knew how to do and didnt. For weeks kept stringing us along and now its been months. He has not done any work since early October and never returned to finish the job he started since the inspection hasnt happened because he didnt apply for the permit.

  

  Business Response

  Date: 01/30/2024

  Dear BBB,
  

  I hope this message finds you well. We have recently received a dispute regarding a charge of $400 associated with a case filed by *************************. We are seeking additional information to clarify and address the matter appropriately.

  To assist you further, could you please provide any additional details or clarification regarding the dispute? If there has been an error or misunderstanding, we want to ensure we address it promptly and appropriately.

  
  Feel free to respond to this email or contact us directly at snappr.com/help. We appreciate your cooperation and aim to resolve this matter to **************** satisfaction.