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Business Profile

Photographer

Bound and Branch LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Photographer.

Complaints

This profile includes complaints for Bound and Branch LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bound and Branch LLC has 2 locations, listed below.

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    • Bound and Branch LLC

      94 Washington St Cattaraugus, NY 14719-1115

    • Bound and Branch LLC

      Little Valley, NY 14755-1014

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/14/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 booked their service for both photos and video for my daughter's first communion on 5/12/24. I paid a total of $1768 for both service. On the day of the event, they sent 2 subcontractors without informing me prior that they wouldn't be the ones doing the job. Thus, I have received the photos, I have not received any video of the event. On 5/12/24, I was told they'd received the files from the subcontractor and will be working on the final product before I can get the copy. Nothing. On 6/11/24, I was told they are dealing with a family crisis and will get to me soon. Nothing. I've since tried contacting them on 7/17/24, 7/27/25, 8/12/24, 9/3/24 and 11/11/24 but I have been met with total silence. I am requesting that they refund the money I've paid for the video and punitive damage f9r the headache and mental distress.

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 hired Justin and Cedric M********** from Bound and Branch on January 4th, 2022, to provide both photography and videography services for my wedding on October 14th, 2024. Despite the contractual agreement, the company failed to deliver all the services they were supposed to. As a result, I am requesting a partial refund for the services that were not provided. The contract agreement included a one hour anniversary photoshoot and a 60-90 minute full day video. We were not provided with the full day video as outlined in the contract. A video that was 30 minutes long and missed many key events was provided, which fails to fulfill the obligations set fourth. Bound and Branch was alerted of the missing footage that needed to be added but did not rectify the situation. Bound and Branch will not respond to correspondence on any of their platforms including phone calls, texts, emails, portal messages and ******** messages on the business page. We have not received a response and cannot get in contact with the company. Additionally, I purchased 4,800 raw photos and did not receive that amount. I was also told I would be provided raw video footage that I have not received. This experience has been disappointing, especially given the importance of capturing a once in a lifetime event. I look forward to a resolution of this matter.

    • Initial Complaint

      Date:11/16/2023

      Type:Product Issues
      Status:
      Answered
      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.
      11/12/2022-11/12-2023 We paid Bound and Branch to do our wedding photos and video. Our dispute is over the video, which we paid $720 for. The contract states we will receive a "7-8 minute cinematic video." We were told it was a six-month turnaround for the video. The wedding was 11/12/2022. Six months passed in May. We were told our video was “next” in June. They asked for songs in August. In October, they completely stopped answering us. They said some personal issues came up but didn’t communicate anything at all to us. We finally talked to someone after a month of hearing nothing. They agreed to send us the raw footage and a "draft video" so we would have something to watch on our one-year anniversary. The draft video was far from cinematic and showed that they did little to no work over the course of a year. You can watch the video here:  ******************************************* The video was so egregious and unprofessional, I texted them about receiving a refund. They said a refund was "not even an option." After a year of waiting and receiving an incredibly disappointing video, I posted a review. They didn't like this and told us that would be the final video and we were done working together. Not only is the video not "cinematic" but it is only 6 minutes and 51 seconds. This clearly breaks the contract. I have tried to find a resolution with them but, at this point, we would simply like a refund. 

      Business Response

      Date: 12/04/2023

      We’re so sorry to hear about this. We have communicated several times with many people a resolution but just met with threats and insults. They’ve even come to the extreme to have others post fake reviews. They’re doing all they can in every avenue to post about is *** harm our business. Unfortunately the $720 request for a refund is not possible as the wedding day was captured. Even though it’s not to their *******, they did sign the contract agreeing that all the work was at the photographers discretion. And that if they were not satisfied with the results that did not mean, the contract was in breach. And it also does not constitute for a refund. The work was done. Someone went there and captured their wedding day. The fact that they disregard all work is sad and hurtful as an artist. We did offer a partial refund of $200 which the estimated cost of editing was but got no response after they went on a bashing spree we did let them know we could no longer communicate with them as they were doing nothing, but trying to harm our business. 

      Customer Answer

      Date: 12/04/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. There are many lies in their response. They did not offer $200 before this response and they will only provide the refund if we take down the negative review. This is bribery. I would warn anyone else against working with this business.  Regards,  ******* *********

    Bound and Branch LLC is NOT a BBB Accredited Business.

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