Complaints

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.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We used Wedding Bug to do photos and video to capture our wedding day in May 2022. The customer service is completely inadequate, misinformed, and deceitful. They claim that a dedicated coordinator will assist throughout the event to ensure effective communication and the final product. However, we've experienced empty assurances, no answers, and weeks, months, and year still in the same conversation because they refuse to do anything, and I've reached out a dozen times. I asked multiple times for emails and calls with the manager and still no resolution. Our wedding day photos and video are absolutely embarrassing, terrible, and lousy. They are blurry, crooked, cropped, and very poorly edited. We do not even have a photo that is in focus to display. The photographer and videographers ignored all my requests regarding style and required photos. They were slow and did not direct anything. My dress was cut off in the majority of photos. They are so poor composition-wise that no amount of editing will ever fix them. No footage of the dances in the reception with family and friends, only empty space and low sound. No video of my special message to my husband. Missed the beginning of the ceremony. No video of some of the guest speeches. The cameras were at a terrible angle and did not take that time to set up professionally. Unfortunately, we do not have all of the important moments because the photographers and videographers failed to professionally record this important event in our lives. They also will not commit to an expedited turnaround time though it was promised to us by a manager. We're experiencing the same delay in responses and utter lack of follow-up. I'm under an extreme amount of emotional distress. Their solutions are baseless, there is no empathy. We are asking for a refund.

  Customer Answer

  Date: 08/02/2023

  Please find the requested information below. 

  First name: ****

  Last name: ******

  Customer Answer

  Date: 08/09/2023

  Just following up on this and see if my pervious was received. Please let me know. 

  Business Response

  Date: 08/18/2023

  Dear BBB:

  We have been working with our customer on and off for most of the year since their wedding.  We believe the images require some additional enhancing.  We offered an fully enhanced and designed album, prints of their favorite images and, at the client's request,  a one hour session to create additional bride and groom shots.   Unfortunately, the additional services were not ordered by the client.

  I reached out today and resolved with our client with a partial refund in place of the complimentary services originally offered.  

  The client will confirm receipt of the refund which should be within 10 days.

  We consider this matter closed.

  Sincerely,

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

  CEO

  Wedding Bug

  Customer Answer

  Date: 09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****
  

• Initial Complaint

  Date:05/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  The worst experience EVER! The photographer they sent us was in the corner all night on his phone or outside on his phone. We couldn't enjoy our wedding at all! Our family, friends and wedding party had to constantly tell him to come and take pictures. What was supposed to be a magical and amazing day was ruined by his behavior. We contacted them about a refund. We told them we would like at least half a refund because he did take some pictures (even though he was pressured to do so) and they refused us and offered a lousy album as an apology. I am very pissed off that we couldn't enjoy our night because of this. And yet even more pissed off because they fail to make it right and refund half our money. I might as well have taken my 1,300 dollars and threw it away or burned it. I will not stop my negative reviews towards this company until they make it right nor will I stop making it public that everybody should not use this company for anything that concerns an event because they will ruin it.

  Business Response

  Date: 06/11/2022

  Dear BBB:

  We reached out to the bride on this contract on May 19th and resolved by providing a complimentary wedding album.

  Our customer responded positively and accepted the resolve.

  Sincerely,

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

  CEO

  Business Response

  Date: 07/14/2022

  Dear BBB:

  Today, I offered a resolve to our client and they accepted.

  Let me know if you have any questions.

  Sincerely,

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

  CEO

  Customer Answer

  Date: 07/21/2022

  I accepted the offer from wedding bug and I greatly appreciate them contacting me and working to resolve this matter.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We hired This company to video our wedding on 12/4/2021. We paid in full prior to the event. We requested that the ceremony be recorded in its entirety and the dances associated with the introductions into the ceremony. We also wanted all "special" events be recorded. The audio was awful for the ceremony, the color is terrible. (Example : we had a red carpet for the ceremony and it appears orange ) the video in one of the bridal suites has green spots and terrible sun glare because the videographer did not adjust lighting. No footage of the dances into the reception only the curtain. No video of the 2 games that were played. Missed beginning of the ceremony because he spent a ridiculous amount of time trying to adjust camera. No video of my granddaughter singing us down the aisle. No video of my daughter speaking part in the ceremony. Camera was in a terrible location so we don't have front facing video of the attendants just a quick walk by. Videographer had a 45 minute delay in the beginning of the wedding due to a dress emergency and did not take that time to set up professionally. At the suggestion of the company, we asked around for our friends video on their phones to fill all of that in. Unfortunately, we do not have all of the important pieces because the videographer failed to professionally record this affair. They cannot edit this to include what is missing and the fix for the bad lighting and terrible audio is to remove those segments which removes even more of the ceremony and important footage. I have been in touch a few times with company with no resolution. Weeks ago, I filled out a review and got an email that said we have questions where can we reach you? I provided info but Weeks layer I still haven't heard. We are in the process of trying to piece together a video from guest footage. We are respectfully asking for a refund. File is too large to upload but owner is familiar.

  Business Response

  Date: 05/13/2022

  Dear BBB:

  I'm sorry to hear of *******'s continued frustration regarding the editing of her final video.  I, along with my professional editors have tried to create an edited piece with her vision in mind.  We haven't been able to achieve any success and for that, we are very sorry.  

  I have personally worked with ****** to create the right edit and have had lengthy phone conversations to guide my studio.  I personally helped edit her footage in my studio.

  I am prepared to offer back the long form editing fee of $295.00 as a resolve for her concerns.   We've provided the raw footage already and can finalize the long form edit and make it available to her.

  I'm hopeful this will help us resolve.

  Sincerely,

  Hugh R********

  CEO 

  Business Response

  Date: 07/01/2022

  Dear BBB:

  I'm sorry for the confusion.   I reached out to our client to arrange the best way to reimburse the $295.

  Will will have the fee returned on July 5th.

  Sincerely,

  Hugh R****

  Customer Answer

  Date: 07/21/2022

  We have accepted the settlement from the vendor, however, it does not represent our satisfaction with the product. It merely closes a complaint where there was no way to "re do" or "fix" the video.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******