ComplaintsforPhoto Archivers

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $2,488.65 for photo restoration, when the estimate was in the mid teens. I didn't have an opportunity to review the restoration before the work was finalized. I hadn't heard from Photo Archivers, so I initiated contact on August 7th. I followed the instructions given by Chris ****** and configured my email to receive correspondence from Photo Archivers. Also, I confirmed my Inbox and Junk/spam folder didn't contain emails from Photo Archivers. After reviewing the restored photos, its difficult determine how the pictures were restored. I can see improvement on some photos, but other photos look untouched. The service I received was not as discussed and I was overcharged.

  Bureau response

  09/12/2023

  Complaint Handler
  Photo Archivers 
  **** *** ****** ** ******** ** *****
  
  
  Dear Complaint Handler: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/8/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Derick ********

  **** ******** *** ******** ** *****

  Daytime Phone: ###-###-####
  E-mail: *******************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Billing or Collection Issues 

   

  Customer’s Statement of the Problem:
  
  I was charged $2,488.65 for photo restoration, when the estimate was in the mid teens. I didn't have an opportunity to review the restoration before the work was finalized. I hadn't heard from Photo Archivers, so I initiated contact on August 7th. I followed the instructions given by Chris ****** and configured my email to receive correspondence from Photo Archivers. Also, I confirmed my Inbox and Junk/spam folder didn't contain emails from Photo Archivers. After reviewing the restored photos, its difficult determine how the pictures were restored. I can see improvement on some photos, but other photos look untouched. The service I received was not as discussed and I was overcharged.
  
  
  
  
  
  Desired Settlement:
  Billing Adjustment
  
   

  Bureau response

  09/12/2023

  Derick ********
  **** ******** *** ******** *** *****  
  Dear Derick ********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/8/2023 against Photo Archivers.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  09/12/2023

  Complaint Handler
  Photo Archivers 
  **** *** ****** ** ******** ** *****
  
  
  Dear Complaint Handler: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/8/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Derick ********

  **** ******** *** ******** ** *****

  Daytime Phone: ###-###-####
  E-mail: *******************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Billing or Collection Issues 

   

  Customer’s Statement of the Problem:
  
  I was charged $2,488.65 for photo restoration, when the estimate was in the mid teens. I didn't have an opportunity to review the restoration before the work was finalized. I hadn't heard from Photo Archivers, so I initiated contact on August 7th. I followed the instructions given by Chris Albano and configured my email to receive correspondence from Photo Archivers. Also, I confirmed my Inbox and Junk/spam folder didn't contain emails from Photo Archivers. After reviewing the restored photos, its difficult determine how the pictures were restored. I can see improvement on some photos, but other photos look untouched. The service I received was not as discussed and I was overcharged.
  
  
  
  
  
  Desired Settlement:
  Billing Adjustment
  
   

  Bureau response

  09/12/2023

  Derick ********
  **** ******** *** ******** *** *****
  
  
  Dear Derick ********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/8/2023 against Photo Archivers.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Business response

  09/12/2023

  Mr. ******** contacted us about organizing, scanning and restoration work on July 9, 2023. We made arrangements to accommodate his schedule here in our shop on Saturday, July 16, 2023. We are not open on weekends but we made special arrangements for 2 of our staff to meet him here on a Saturday for him to discuss his project and drop off his photos. He seemed appreciative of the accommodation. I've included the initial Intake form with the services checked off that he desired.
  
  He engaged with us to provide organizing services of the photos, scanning services for the photos as well as some restoration work on an initial set of photos. Restoration on the entire collection was not part of the project. We did acknowledge that we could work in phases if there were additional photos to be restored. Restoration of the entire collection would be many hours of work. we would have discouraged that from the start and recommended restoring several at a time.
  
  The photos arrived in a box and bag/portfolio container and did not have an organizational structure.They were not ready for scanning. Many of the photos were damaged and in very fragile condition. I would encourage him to send photos of the photos so that yoyu can see the condition of the originals in comparison to the scans that we provided. 
  
  On July 17, I sent Mr. ******** a contract and addendum agreement that provided the estimated cost of services.
  On July 17, at 3:26 he responded to the text that he would check the portal.  He never responded indicating that he didn’t receive the portal link nor did he respond with questions. A screenshot of the communication has been submitted. On July 17 I informed him via text that work had begun and that he can find a link to our portal to review the agreements. He responded via text “Thanks for the update….I’ll check the portal later today.”
  
  We began work on his project and proceeded without an initial $1100 deposit (listed on the addendum) based on the trust that he would engage appropriately. That was our mistake. We never should have started work. 
  
  We did not have any communication from Mr. ******** that he had a $2000 threshold until after the work was completed. However, if we had been significantly over our initial estimates as listed on the addendum, we would have paused work and discussed with him. 
  
  
  Mr. ******** states that he was charged $2488.64 for restoration services. He was actually charged $437.50 for restoration, $837.50 for organization and $1025.85 for scanning of 977 images/sides. The restoration services were not $2488.64. Restoration was a small portion of the job in its entirety. 
  
  
  The final collection contained 977 images/sides that we organized and scanned. To further break down each service provided:
  
  Organization Invoiced - $937.50 - We spent 7.5 hours in Prescan and Post Scan organization. They left here in much different organizational structure than when they arrived. We packaged the torn military photo in a way to attempt to protect it from further damage.
  
  Scanning Invoiced - $1025.85 - Due to the fragile condition of the photos, we spent 6.93 hours scanning 977 images. That is 2-3 times longer than normal due to the fragile and damaged condition of the collection.  We did not charge him additional for that. We charge per piece on scanning.
  
  Restoration - $437.50 - This was actually the smallest line item on the invoice and where we wrote off and did not invoice the most. We spent 24.98 hours in post processing of photos - some of that time is normal post processing after scanning. Our typical post processing is about equal to the time it takes to scan. Even at 2x’s that would put us at 14 hours of post processing that is included in the per scan rate. That leaves us with 10.98 hours of additional post processing work that we did for this collection not covered by our standard services. We only billed him for 3.5 of those hours (437.50).
  
  There were 5 photos that Mr. ******** specifically asked that we focus on first for restoration. These are represented in attachments. I've also submitted a before and after sample of one of the restorations. It had parts completely missing along with crease and tear marks.
  
  The oversized military group photo was in 3 pieces, if I am recalling correctily. The digital & restored image looks like one piece.
  
  I've submitted a representative screen shot of the condition of the overall, non-restored group of photos. Even these photos, we did some polish to try to improve them but they were not the focus of restoration. Any extra time we spent in an effort to improve the photos even just a little was not charged to Mr. ********. 
  
  I've also submitted my email chain responding to his inquiry about the cost. Our response was omitted from his original chain of emails.
  
  It’s always our goal to return things in better condition than we received, and I’m disappointed that it went unappreciated and that he feels we overcharged him. In reality, we did not charge for all the hours worked on his project.  I explained that to him in our email exchange from 8-13-23. There is dual responsibility where he engaged and did not followup with questions or ask in a timely manner for us to resend the addendum with estimate.  Had he reviewed the addendum on a more timely basis on July 17 as he indicated in his text to me, the final invoice would not have been a surprise. We are a small business, we are not perfect, but we operate from a place of trust, transparency and integrity. Our objectiive is to provide our customers with quality work. In the 13 years we’ve been in business, this is the first complaint we’ve recieved through the BBB. We obviously did not communicate with Mr ******** in a clear enough manner for him to understand. We will refund him $400.85 to get to his $2000 cap that he communicated to us after the work was complete. This refund does not imply that we provided inferior work or results. Mr. ******** needs to understand that his final invoice will still be over $2000 as there is tax on some of the services provided. 
  
  
  

  Bureau response

  09/12/2023

  Derick ********
  **** ******** *** ********** *****
  
  
  Dear Derick ********:
  
  This message is in regard to your complaint submitted on 9/8/2023 against Photo Archivers.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Photo Archivers. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Mr. ******** contacted us about organizing, scanning and restoration work on July 9, 2023. We made arrangements to accommodate his schedule here in our shop on Saturday, July 16, 2023. We are not open on weekends but we made special arrangements for 2 of our staff to meet him here on a Saturday for him to discuss his project and drop off his photos. He seemed appreciative of the accommodation. I've included the initial Intake form with the services checked off that he desired.
  
  He engaged with us to provide organizing services of the photos, scanning services for the photos as well as some restoration work on an initial set of photos. Restoration on the entire collection was not part of the project. We did acknowledge that we could work in phases if there were additional photos to be restored. Restoration of the entire collection would be many hours of work. we would have discouraged that from the start and recommended restoring several at a time.
  
  The photos arrived in a box and bag/portfolio container and did not have an organizational structure.They were not ready for scanning. Many of the photos were damaged and in very fragile condition. I would encourage him to send photos of the photos so that yoyu can see the condition of the originals in comparison to the scans that we provided. 
  
  On July 17, I sent Mr. ******** a contract and addendum agreement that provided the estimated cost of services.
  On July 17, at 3:26 he responded to the text that he would check the portal.  He never responded indicating that he didn’t receive the portal link nor did he respond with questions. A screenshot of the communication has been submitted. On July 17 I informed him via text that work had begun and that he can find a link to our portal to review the agreements. He responded via text “Thanks for the update….I’ll check the portal later today.”
  
  We began work on his project and proceeded without an initial $1100 deposit (listed on the addendum) based on the trust that he would engage appropriately. That was our mistake. We never should have started work. 
  
  We did not have any communication from Mr. ******** that he had a $2000 threshold until after the work was completed. However, if we had been significantly over our initial estimates as listed on the addendum, we would have paused work and discussed with him. 
  
  
  Mr. ******** states that he was charged $2488.64 for restoration services. He was actually charged $437.50 for restoration, $837.50 for organization and $1025.85 for scanning of 977 images/sides. The restoration services were not $2488.64. Restoration was a small portion of the job in its entirety. 
  
  
  The final collection contained 977 images/sides that we organized and scanned. To further break down each service provided:
  
  Organization Invoiced - $937.50 - We spent 7.5 hours in Prescan and Post Scan organization. They left here in much different organizational structure than when they arrived. We packaged the torn military photo in a way to attempt to protect it from further damage.
  
  Scanning Invoiced - $1025.85 - Due to the fragile condition of the photos, we spent 6.93 hours scanning 977 images. That is 2-3 times longer than normal due to the fragile and damaged condition of the collection.  We did not charge him additional for that. We charge per piece on scanning.
  
  Restoration - $437.50 - This was actually the smallest line item on the invoice and where we wrote off and did not invoice the most. We spent 24.98 hours in post processing of photos - some of that time is normal post processing after scanning. Our typical post processing is about equal to the time it takes to scan. Even at 2x’s that would put us at 14 hours of post processing that is included in the per scan rate. That leaves us with 10.98 hours of additional post processing work that we did for this collection not covered by our standard services. We only billed him for 3.5 of those hours (437.50).
  
  There were 5 photos that Mr. ******** specifically asked that we focus on first for restoration. These are represented in attachments. I've also submitted a before and after sample of one of the restorations. It had parts completely missing along with crease and tear marks.
  
  The oversized military group photo was in 3 pieces, if I am recalling correctily. The digital & restored image looks like one piece.
  
  I've submitted a representative screen shot of the condition of the overall, non-restored group of photos. Even these photos, we did some polish to try to improve them but they were not the focus of restoration. Any extra time we spent in an effort to improve the photos even just a little was not charged to Mr. ********. 
  
  I've also submitted my email chain responding to his inquiry about the cost. Our response was omitted from his original chain of emails.
  
  It’s always our goal to return things in better condition than we received, and I’m disappointed that it went unappreciated and that he feels we overcharged him. In reality, we did not charge for all the hours worked on his project.  I explained that to him in our email exchange from 8-13-23. There is dual responsibility where he engaged and did not followup with questions or ask in a timely manner for us to resend the addendum with estimate.  Had he reviewed the addendum on a more timely basis on July 17 as he indicated in his text to me, the final invoice would not have been a surprise. We are a small business, we are not perfect, but we operate from a place of trust, transparency and integrity. Our objectiive is to provide our customers with quality work. In the 13 years we’ve been in business, this is the first complaint we’ve recieved through the BBB. We obviously did not communicate with Mr ******** in a clear enough manner for him to understand. We will refund him $400.85 to get to his $2000 cap that he communicated to us after the work was complete. This refund does not imply that we provided inferior work or results. Mr. ******** needs to understand that his final invoice will still be over $2000 as there is tax on some of the services provided. 
  
  
  

  Bureau response

  09/17/2023

  Complaint Handler
  Photo Archivers **** *** ****** ** ******** ** *****
  
  
  Re: ID * ******** * Derick ********
  
  Dear Complaint Handler:
  
  Thank you for your recent response to Derick ********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  09/17/2023

  Derick ********
  **** ******** *** ******* ** *****   
  
  Re: ID * ********* Photo Archivers
  
  Dear Derick ********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

  Customer response

  09/17/2023

  Unfortunately, I disagree with the version of your account, same a small business company myself I would not abandon my business practices solely based on trust, if an initial deposit was required before any work was to begin you should have held firm on your business policies regard of public trust, secondly, the email with the contract never made it to me until I called your establishment about 3 week later foe an follow-up only fine-out that the web address was identified as junk mail, which then I had to set an filter to receive your mail, however at that time the work was 95% completed, however, you had no problem reaching me via phone messages and text, as that was our means of communication

  The request services was not completed as I asked for (ALL) pictures with a dark background to be restored to a brighter resolution, and pictures the should have been restored wasn't out the the focused request. Yes, I'm disappointed with the quality of services as you was a referral from the photo community, I can only assume that all digitization and restoration are not created equal, as I had to resend out my pictures to have the work completed which I was charged half of the price for those services.

  If our means of communications was done by phone messages and texts, I don't understand why didn't  you reach out then to state in order to move forward with the request work the contract needed to be signed, you had access to me but chose not contact until the work 95% completed. That's not a dual responsibility, but the responsibility of the business 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. ↩