Complaints

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• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Courtney Learn Photography for my wedding that was originally planned for June 2020. Due to ***** we had to cancel multiple times and planned to have a reception July 2021. Courtney was unavailable to do our photos for us on the rescheduled reception date and agreed to pay us back as we had paid for a a photography package in full by that time. We agreed the retainer fee was not refundable for her services but the rest of the amount paid was. The retainer fee was $250, and the rest of the package cost was $850 , for a total of $1,100 that was paid. We had agreed over email she would pay me back in small increments and had started to pay me back last July 2021. She refunded me installments of $50 per month for July - October ( total $200 of the remaining $850 owed). She since has blocked me from her Venmo account which she was using to pay me back, as well as blocked me and my husband from her social media accounts, and will not email us back after multiple attempts to reach her.

  Business Response

  Date: 07/28/2022

  This client and her partner booked me for wedding photography services in April of 2019 for their June 27, 2020 wedding to be held at The Hotel Conneaut. At this time, they paid the retainer of $250.00. At their discretion and very own timeline, they made additional payments of $200.00 each in January 2020 and February 2020. This was not a contractual requirement. I require a retainer and the balance is due 30 days prior to the event. In May of 2020, the client contacted me via email to inform me that they had decided to cancel/reschedule their June 27, 2020 wedding and reception due to *****. I was very understanding. At this time, they asked me if I was available in October 2020 and/or December 2020. I informed this client know I was available in December 2020 not in October 2020 and on 5/20/20, the client notified me via email that they had officially rescheduled everything for December 19, 2020. The balance, which was $450.00 was paid on November 14, 2020. Prior to making the final payment, the client did inquire about the cancelation policy, in which I did reply that the retainer is nonrefundable and I would refund any payments made there after. I also did explain that I would have to make payments to the couple just as they did to me. The client voiced understanding.  I received yet another email on November 25, 2020, stating that the couple once again decided to postpone their event. At this time, the client asked if I was available in the summer of 2021. I then listed 2 dates which I was unavailable and the client was to let me know about their new date. I did not hear from this client from November 2020 until June 3, 2021 when she contacted me regarding their July 3, 2021 wedding/reception. She informed me that they had eloped in December 2020 and would no longer be having a wedding ceremony, however, would like me to capture portraits and reception photographs. I responded to the client in a timely fashion explaining that a month’s notice for a wedding to be held on a holiday weekend was not feasible and I was unable to be there on July 3, 2021. The client stated at this time she must have mixed up contacts and was sorry she did not notify me of the change sooner. I know the owner of the DJ service the couple used, as well as the coordinator at their venue who informed me that the July 3, 2021 wedding had been set since January 2021. The client failed to provide me with details of the new date in a timely manner. The client also failed to offer me the opportunity to earn my wages and photograph their elopement. When a refund was discussed, I agreed and again informed the client that I would make payments just as she and her partner did. I kindly told the client that I was unable to stretch myself thin and I would make payments as I was able. I had planned to refund the client $50.00 a month over a 20-month span. The client and her partner also paid me over 20 months. I refunded the client $50.00 a month for 4 months (July 2021-October 2021) and ran into financial issues. The client repeatedly emailed me and sent me venmo requests for payment. I explained to the client that I would no longer be sending the $50.00 a month, however, would make sure they were paid within the 20-month window. I still currently owe $650.00, which will be paid by the end of the year. This is still well within the 20-month refund agreement. I did block this client from my Venmo account due to the repeated requests for payment and I have let emails go unanswered. I do not need the constant reminders as to what our agreement is and I am not obligated to respond. In this complaint, the has client failed to mention their faults and how I am still well within my rights and our agreement. I am well aware of our agreement and will refund the client by the end of 20 months despite the fact that the couple failed to hold up their end of our professional agreement.