ComplaintsforEverpresent, Inc.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/10/2024 I dropped off a cassette tape to EverPresent. I asked for the brief, approximately 13 minutes of content on 1 side of tape to be digitized for USB and as audio files to save on computer. Earlier this week I received the project back - no naming convention and the content's been broken into 2 audio files. It's the equivalent of putting bride walking down aisle on one media and the vows on another. I need the content to be in 1 audio file. Also, there's no naming convention. It's Side A and SideA%. Even if it were acceptable to have 2 separate files for 1 project the names aren't right. This is the SECOND time I've engaged EverPresent on a project. Last time they didn't communicate, and the contents of that project were lost in the mail and I never received originals back.

  

  Business response

  03/29/2024

  Good afternoon *****, 

  Thanks for your time this afternoon, I am glad we were able to connect on the phone and deliver you the corrected files that you requested. We apologize for any inconvenience this may have caused. We look forward to returning your project to you tomorrow. 

  Thanks again for your business!

  Best,
  ****
  EverPresent

  Customer response

  03/29/2024

  Better Business Bureau:
  
  Thank you for your help with this matter. **** and I have been in touch. I think we've come close enough to a resolution. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Everpresent is a film digitization service. I sent Everpresent 8 reels of film to be digitized. On Friday Nov. 10, 2023 at 4:30 pm I spoke with **** from Everpresent and made a 50% deposit of $585 towards the completion of the project. That night I read a Consumer Reports evaluation of the company which stated that they were a "problematic pick". The article also stated that they would not use them again. On Saturday morning November 11, 2023 at 9:30 am I called to cancel the project out of concern. I had to leave a message. No one called me back so I left a second message. Over the weekend I left 6 or more messages I believe. Finally on Monday I chose a different option from the phone menu and someone connected me. After much fuss and conversation I was told that because **** had not been around to listen to my message the project was not cancelled and I needed to pay 700 to 900 dollars to them. I was in effect paying for a one night storage cost of 700 or 900 dollars. They have so far refused to return my films. I have looked on their website and I cannot find anything related to a return or refund policy. They had my deposit and films for only 2 or 3 days and they had estimated that the project would take 2 months. I am seeking a reimbursement of my deposit and return of my family films. As far as I am concerned the Consumer Reports article was correct. They are a problematic pick and I would not use them again.

  Customer response

  11/28/2023

  I received a phone call from someone in the business by the name of ****. She told me that my films would be returned last week. I even received a text message saying that my films had been returned. But when I went to the pick up location the store told me that my films had not been returned. I am suspecting that they are going to ask me for money. They initially overcharged me and then they said that my order could not be cancelled in time because no responsible person was available to listen to my phone messages. They apparently do not listen to their phone messages and that is their excuse for not being able to cancel the order. They wanted to charge me 500 dollars for work done in 17 hours time. This was the time between my initial deposit and the cancellation.

  

  Business response

  11/29/2023

  Good morning.  

  This situation was an honest misunderstanding due to the client ultimately connecting with our team before we had been through the weekend voicemails.  We took the client's claim seriously, audited our records, and at that point the owner immediately emailed the client on 11/15 to apologize for the confusion.  The copy of that email is pasted below.  The full refund was processed within 24 hours as promised - specifically at 7:18am on 11/16.  We remain ready to return the original films to the client, and invite him to return our emails and calls at his convenience.  

  For those reading, I will also note that we have a unique and client focused approach to project cancellation.  Clients bring us their materials, and we evaluate them and provide a consultation and quote before any money is taken.  At that point, clients may cancel if they wish.  If clients decide to proceed, we take a deposit we move forward quickly to complete the project.  There isn't a cancellation option at that point since we have started doing the actual work.  We made an exception for this client since they asked to cancel within 24 hours of committing to the project, even though we had already put numerous hours of labor into the materials.  

  Honest misunderstandings happen, and we understand that this client was frustrated at not being able to reach us over the weekend.  But we have been nothing other than respectful and financially accommodating when we had no legal obligation to do so, and reject the accusations against our integrity.  We are one of the most respected companies at what we do, and we stand by our wonderful staff and believe they did their very best to handle this unfortunate situation with dignity and class.

  EMAIL SENT TO CLIENT ON 11/15:

  Hi, ***.  This is ****, the owner at EverPresent.
  
  Apologies for the confusion on your order.  Your request to cancel the order came in over the weekend when our digitizing team was working, but our client support desk was closed.  As such, it appeared like you had cancelled on Monday after the work was complete.  But upon review of your note and our voicemail records, you did indeed cancel within 24 hours of the deposit, and no work had been started at that time.

  My colleague, ****, is copied here.  We'll be processing your full refund in the next 24 hours.
  
  Apologies again for the miscommunication here and any undue stress it caused.
  
  Wishing you all the best.
  
  ****
  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Everpresent (Just8mm.com) claims to transfer 8 mm films to digital format. (I saw on their website they are BBB accredited, which instilled a degree of trust for me that they would do what they claimed.) While they did transfer the films into digital format, the results they provided were abysmal. The jumpiness of the digitizing makes the films unwatchable. The films ************ from my old projector, and I have done digitizing of 8 mm in the past (including a couple of the films I send, but it takes me a VERY long time, so I opted to have someone else do it), and Everpresent's results are absolute garbage! Easily over 80% of the transfer is unusable. As a result, I am seeking another company that can do the job correctly.

  

  Business response

  12/23/2022

  Good morning.  To my knowledge we've never had a BBB compliant before so I hope we are responding via the correct system.  Our understanding is that **************' film transfer order did not come out well.  We have left a voicemail for ************** offering to re-do the work.  If that is not desirable, we are of course happy to refund the project in full.  We are happy to interact with ************** within the BBB portal or directly at his convenience, and will proceed with next steps at his direction.  I'm not sure if this note goes directly to ************** or just to the BBB, but if this is being received by ************** - many apologies for not having a better experience with us.  I will certainly be looking into it.

  Regards,

  **** (The Owner)

*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. ↩