ComplaintsforHartman Photography

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  My daughter had a Santa mini 12/6, I chose a package with 3 photos and was charged for 3 photos. I received 1 photo and reached out 12/8 via email with no response, I sent a Facebook message 12/9 and got a response that they are busy and to give them 1-2 days. Nothing, I reached out via email and Facebook on 12/24 again requesting a refund since I didn’t get them before Christmas so no point. It is 12/28 and they read my message on 12/24 but will not respond or refund. Unfortunately they’ve become a company that cares more about money vs quality, even the photo session was not good and rushed. Sadly after using them for 3 years we will be moving on. I am requesting again a refund.

  Business response

  01/26/2023

  Here is my response I sent to the customer letting them know that we would take care of it right after Christmas. We have sent her everything she paid for as well as offered a full refund of what we did not deliver before Christmas once she removes the negative Google review. She refused our offer.

  “I am obviously a little in shock over the fact that you would make a negative public review about us since we have not refunded you yet. you may not realize but we have been really busy recently as our daughter got married December 17 and the day you sent the last message was Christmas Eve which was about the first chance I had to even Christmas shop for my children. I didn’t have access to the studio computer that night to find out what happened so that I could respond to you intelligently.  I thought you would understand me trying to have some Family time since it was Christmas Eve. I really thought you would understand. our employee was planning on going in the day after Christmas to look up your pictures and get you taken care of but she is actually at home still with a stomach bug. We are celebrating Christmas today with our family since our married daughter just came in town so I will get your pictures to you as soon as I can. I would really appreciate you removing the ugly review about us now that you understand that we weren’t just ignoring you but it was The day before Christmas and I’m sure you can understand we weren’t planning on going into the studio on Christmas Day. We are extremely attentive to customers and are not at all what you said as far as paying money hungry, but making a public this is not the way to get things taken care of. Just be understanding and patient and I would have happily refunded you as well as send you the pictures that were left off the email. merry Christmas to your family”

  Customer response

  01/26/2023

  
  Complaint: 18650994
  
  I am rejecting this response because:

  I am requesting a refund for the photos I did not receive until AFTER Christmas. I paid for these Santa photos to place on Christmas cards, not to have to beg to get and then receive them after Christmas. I was told on 12/8 to give her a couple day and she did not take care of it.

  it is advised against to remove a negative review by Google, to ask and bribe someone with money to do so is very poor on the company and group mothers will be told of this next holiday season. I would’ve gladly removed the review if this was handled properly and i wasn’t bribed. This company is not easy to work with. They have an issue with someone giving them a bad review but they feel it is ok to speak VERY poorly about the owners of ******** who allowed them to come in but Hartmann were not happy with them and told everyone about it the following year. I plan to speak to that owner also on the slander that happened.

  have a great day. 
  
  Sincerely,
  
  Heidi *******

  Business response

  01/26/2023

  I’m sorry you still are not happy. This is my last response. We have a great relationship with ********, we’ve never slandered them at all. I will reach out to the owner and confirm that there’s no issues.

  Also, it is also not bribery to ask you to take down your bad review on Google. You did get everything you paid for and the things you said were simply not true or fair but they were actually slander. thankfully I believe most mothers around here know that we have very good customer service and a good reputation. I’m sorry we could not work with you and make you happy. 

  Customer response

  01/26/2023

  
  Complaint: 18650994
  
  I am rejecting this response because:
  Whatever makes you feel better about your actions, I and many other know. I received the photos after Christmas. I am a very kind human and not going to argue, I usually leave great reviews but with you, I’ll be certain to pass on the TRUTH WITH EVIDENCE when anyone asks for recommendations and your inability to do the right thing due to your mistake. It’s not slander when I give an opinion and provide proof.

  Have a wonderful day :)

  Sincerely,
  
  Heidi *******

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I scheduled a mini session with Danta, which was advertised as $125 for package of one pose. We got to the session and I told the photographers daughter we do an annual Santa photo and that is the sole purpose of this session. I gave the photographer a printout of one of his photos and told him that is all I want. During the session, he posed us without Santa and I told him I did not want separate photos but he said it was part of the package. At the end, I was told I could pay for the package and they would choose the pose or if I wanted to choose,.I had to purchase the CD for $250. Afraid they would choose a pose that wasn't Santa, I complied. I immediately messaged them and said I didn't want the CD, only the $125 package. She said I did not have that option because her husband took 200 photos. Of 200 photos, there may have been 5 that were actial photo because he was continuously snapping in between shots. We have had dialog since the day of the shoot with me telling her I wanted the $125 package I signed up for. I picked up the 3 pose package today which are dull, drab, unremarkable and unedited. I messaged her yet again and told her the same and asked to return them for a refund but she again denied. She said she had given me the copyright.. I do not want the copyright for photos I did not want to have to purchase.. My complaint is that she dis not honor the advertised package, did not edit the photos as promised and has been stubborn to work with. I request a full refund and to return the photos.

*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. ↩