ComplaintsforUltimate Exposures, Inc.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  -Ordered college photos 5/31/22 totaling ********************************************** receipt for that transaction is enclosed -8/4 I expressed that I needed a retouch for the one single photo of her due to shine on her face and was advised it would be ** plus another *** plus shipping and tax -Questioned this amount because ***************** had the same problem 3 years prior and it was retouched for ** and reprinted for multiple images; in both cases the photos I ordered showed ***********s as shiny but in person they were not which seems odd -Customer Service Manager insinuated that *********** was shiny so it was her fault. - Provided a copy of a photo taken right after the graduation ceremony photo taken by Ultimate Exposures which clearly show no shine on her face - Asked for who her boss was on 8/8/22 and never heard back from Customer Service Manager, enclosed communication for this exchange below -Submitted a complaint on their website around 8/8/22 directed by name to the President and Operations Manager at Ultimate Exposures and have not heard back as of today 8/18/22 (do not have a copy of this web email) -Do not agree that an additional *** should be collected over and above the **** when the shine was not an accurate representation of *********** that day. - Also including a photo of ******/and w/friend who they had also included in their response to me. Neither photo shows *********** was shiny and both were taken right after they photographed her. -I am ok with paying for retouching but another $50 is excessive for one photo that then simply needs to be reprinted. I am dissatisfied with the lack of response and understanding that **** is a lot to pay for photos that do not represent how she looked. I think they should be offering something more reasonable. The bigger issue is why neither of ***********s look like this did in our own photos. When I questioned this it is just simply our fault. Pay up for the retouch or don't get it done.

  Business response

  09/19/2022

  Business Response /* (1000, 6, 2022/09/19) */ We took the photos ************** for the customer************ Her skin was not greasy, but it did have some oil and when our flashes lit up the photo, it became more visible. This is the nature of flash photography. The photos the customer is referring to showing that the subject did not have shine were taken without flash. Apples vs Oranges. The photo with the shine was visible on our website. The customer chose to order the photo as displayed. We did not change the photo after she ordered it. She ordered and got exactly what was displayed on the screen. When received, the customer accused us of making her face shiny to extort more money for reprinting and retouching. We offered the customer a reprint at significant discount plus the retouching service. The $38 is what it will cost us to reprint her original packages, the $8 is the cost of the retouching, then the actual cost of shipping and tax. We will not be adjusting billing or replacing the order without payment for services. Consumer Response /* (3000, 8, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not explain why the cost of reprinting photos was $9 last time but now is $38 plus $8 and shipping too. Why such a difference in cost? Why If they know the flash causes this do they provide this to customers as is? What was seen on my screen did not compare to what I received. This is the first I am being told that the flash is the issue. So they knowingly provide a product with a shine. That is not ************ fault then is it. The lack of a response from officers of their organization and customer service blaming it on the subject is not right. The cost is simply too high. What I received can't be used. Same thing that happened last time. So I'd like to know if they realize the flash creates this problem why not fix it, why make customers do it? Consumer Response /* (-5, 9, 2022/09/28) */ I already paid for a service. For $160. Neither time did they deliver a product that was usable and clearly they know this. I do not agree that they are owed over $50 more this time when they are photographers who should be able to capture the subject and provide a photo that accurately represents her especially when they know their flash reflects and adds shine. Isn't that included in $160? My older daughters I paid $150 plus $9 for 3 photos to be retouched and reprinted but now the cost for one to be is $160 plus $38 plus $8 plus shipping? How come this much difference? When you pay $150-160 for a product it seems strange. Business Response /* (4000, 11, 2022/10/13) */ Please let us know exactly what you would like us to do and we will try to provide a nice compromise. Consumer Response /* (3000, 18, 2022/11/29) */ I apologize looks like I didn't respond but it is not resolved. I would like a reprint without paying more than $20 additional. Since I already paid $160 I think this is reasonable. Last time I was charged $9 total for a reprint. I will pay no more than $20 more including shipping. Please see if this is acceptable. Otherwise I do want my complaint posted. It is not resolved at this point. Let me know. Consumer Response /* (3000, 18, 2022/11/29) */ I apologize looks like I didn't respond but it is not resolved. I would like a reprint without paying more than $20 additional. Since I already paid $160 I think this is reasonable. Last time I was charged $9 total for a reprint. I will pay no more than $20 more including shipping. Please see if this is acceptable. Otherwise I do want my complaint posted. It is not resolved at this point. Let me know. Business Response /* (4000, 27, 2023/01/09) */ ***Document Attached*** The complaint was successfully resolved by our customer service Supervisor. ****** stated that she asked **************** to retract the complaint. Doesn't look like that happened as we just received a letter that the case was closed as UNRESOLVED. Uploading a file showing the resolution. Consumer Response /* (2000, 29, 2023/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business resolved the case successfully and I tried to notify *** of this twice. Yes they satisfied the issue and made sure that I was able to get a good product. I am appreciative that they did this and I want to fully retract the complaint. If there are any questions please let me know but they did go above and beyond to make sure my concerns were addressed adequately. I appreciate your assistance in getting that done. Please remove the complaint as it was completely taken care of. Thank you so much! I do not want anything negative listed about ultimate exposures as they handled each issue I had.

*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. ↩