ComplaintsforAspen & Willow photography

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired ******* and ****** to take pictures for my wedding on September 30, 2023. They showed up, took the pictures, I thought all was well. The next day I got a few sneak peek pictures. December 15, 2023, I got more of my wedding pictures. I got around 200, but most of them were duplicates of themselves. She said she was still working on the rest of them and would get them to me. I have continued to touch base with her, I have continued to email, text, and text via messenger, with little to no response. When I do get a response back it is always I will get the zip drive to you when I "go up for my scan" however the scan she is referring to is, I believe, in **********, SC and I am in ********, **************. I have begged her to get the rest of my wedding pictures to me and now she has completely stopped responding. I have been married for almost a year and did not get the pictures that were promised in my contract or in the emails following. I was told there would be 300 to 500 pictures, and that is not what I got. I did not get pictures of my husband and I with family members, I didn't get a lot of the important pictures, etc. I cannot believe that someone, especially someone I thought was more than just someone that I hired, would steal these memories. This has not only been done to me but countless others and there is even a ******** page describing such. Prior to my wedding ******* reached out to me and asked me to defend her because people were saying that she wasn't following through with their contracts... I wish I would not have defended her because she did to me the same thing she did to those other people. I'd like the rest of my pictures.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My daughters wedding was April 30th, 2023. They did show up and shoot the wedding. We received a sneak peek in a timely manner and they were very pretty then it all fell apart. My daughter messaged her several times with no response. ******* just ignores messages. My daughter was told 6 weeks was normal delivery time.. When we could get a response out of ******* it would be one excuse after another as to why we couldnt get our full gallery. Family issues, etc, yet they are continuing to book new appointments? She told me she was so distraught over a family situation that when she felt like picking up the computer, she would send our pictures, but yet she was still able to book new clients??? I felt I had no recourse but to file a dispute for a partial refund in the hopes she would send the photos and I would then close the dispute. She is now responding furiously because of the dispute she is not apologetic, she is rude and us now basically blackmailing me to either close the dispute or I will never see the pictures She is by far the worst experience I have ever had with a professional photographer. She said she will now have them ready by August 9th but I have to close the dispute. I can not trust her to keep her word. I will release the funds when I receive the pictures, and as Im sure she is aware because she has many disputes and claims against her, the credit card will close the dispute upon proof of the product delivered. My next step is magistrates court and 2 other clients of hers are filing charges as well and we will go together to court. All I ever wanted was beautiful wedding pictures from my only daughters wedding I guess thats too much to ask from a professional wedding photographer ?????

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased two photo sessions with Aspen and Willow in December of 2021. I scheduled the first one as a family session for April 25th and ******* asked two days before to change it to April 24th of which we changed our plans to accommodate her. She stated we would have a sneak peak of the photos within 3 days. ******* stopped making contact and responding COMPLETELY after our photo shoot. We have zero pictures from that photo shoot even after multiple messages even just asking for the original prints if she doesnt have time to edit due to medical issues (she has posted multiple times on her public photography page she has had medical issues). We even contacted when we lost one of the family members unexpectedly to just release the non-edited photos to us. We just want the product we purchased and not a refund or another excuse why in 10 months she hasnt edited a *************** session.

  Business response

  02/17/2023

  We do not release galleries to clients who have filed a dispute and have been refunded the purchase amount. Please see attached images where a dispute was filed through Paypal. 

  Customer response

  02/17/2023

   
  Complaint: 19416764
  
  I am rejecting this response because as noted in the original compliant this was a $50 purchase (times two so $100) paid via Venmo NOT PAYPAL on December 19, 2021. There has been ZERO disputes or refunds issued for our family photo session shot on April 24th. There has also been ZERO communication on delays or why we have not received our gallery, photos or prints released. 
  

  FYI a dispute and only half payment was refunded for a wedding Aspen and Willow shot on April 16th payment made via PayPal on April 14th. I will gladly file that compliant through BBB too for the horrible service provided from that service as well. However there was two separate photo shoots with separate people in the photos, paid for separately and through different payment forms (Venmo vs PayPal). See attached photos for FULL payment and ZERO refund for this session! 
  

  I am requesting the images from our last photo shoot at ********************** with a family member that has passed away!!!  If you cant edit them just send me the prints for someone to finish the job I PAID you for so my family can have this memory together. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We hired Aspen & Willow for our June 3rd wedding and paid in full prior to the wedding for photos and videos, with an estimate of 2-3 weeks to receive our gallery. We have not received anything except for a few sneak peek photos back in June. We have been given 5 different dates to expect our gallery so far- late June, August 14th, end of September, October 7th, & October 24th. On October 21st, we were made aware of health issues that had been going on, but they have continued booking new clients, including various holiday photo shoots that started in November promising a 3-day delivery, while not providing our items from over 6 1/2 months ago. Our messages or voicemails since June are often not responded to, and we last heard from ******* 6 weeks ago, when she responded to our request for update and told us that she cannot give us a timeline of when she will deliver the photos and videos. On 11/28, we made one more request for her to deliver our gallery within 2 weeks (by 12/12) before we seek outside assistance, but that message was not responded to and nothing was delivered. It seems that outside assistance to resolve the issue is our only option at this point since 29 weeks have passed and there seems to be no end in sight.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased two 60 minute christmas specials from Aspen Willow Photography to be used at any time. I have been trying to use one of the sessions since September of 2022 for a family photo shoot. Aspen Willow finally agreed upon a date for the session of 12/4 on October 30th but did not respond to my follow-up e-mails as to time and still refuses to respond to my messages. I have two 60 minute specials that I have been unable to use and I have asked for a refund and Aspen Willow Photography refuses to respond to any of my messages but yet is still actively seeking new photo sessions with new customers.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked *********************************************** as my wedding photographer for 5/21/22. The packed I booked was for $900 which was said to included two shooters for 5 hours. ******* final edited photos * Both ****************** shots * 14 business day turnaround time * Personalized digital album created * High resolution download available. As of today 12/4/22 I have only received approximately 200 images (several of them duplicated or cropped). I have emailed, texted and and ******** messaged her NUMEROUS times and each time I have received different reason to why they have not been uploaded. I have even mentioned to her about some of the images needing editing. I have been extremely patient with all of their excuses to why my wedding images have been delayed. I had to bed for images to show to my dying father. I had to comment on a post she made to get her to respond to me back around Thanksgiving, yet she said she would be available to upload the remaining images to my gallery during the holiday an yet has done so. My husband has tried to call her number numerous times and no answer. My service were paid prior to my wedding date, she did however advise she was running a week behind but it's now almost 7 months. I am requesting the demand of my ******* images or 1/2 of my money back. She has times to walk the beach, donate Turkey dinners, offer and provide fall and Christmas portraits, comments on wedding groups on who she recommends for hair and food. She has giving many reasoning as to why she hasn't provided them yet and keeps promising on uploading them after her trip from ********, after the funeral, during the thanksgiving break and blames the file not uploading correctly or lagging of. I just want my images from my wedding ALL OF THEM!!! If she can't provide them then I would like 1/2 my money back for 1/2 the services provided.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We had family pictures taken by Aspen & Willow on Myrtle Beach on June 27, 2022. We paid in full. We were told that it would take 14 business days to receive our photos. On July 25, I texted them to inquire about our photos which we had not received. Two says later I texted again and was told there was a death in the family. On August 30, I texted again. No answer. I texted again on September 2 and 7. No answer. On September 10, I sent a message through Facebook Messenger, inquiring about our photos. I was told there was another death in the family but they would return my messages the first part of the week. A week later, still no photos. I sent another message on September 16 saying that I want a full refund ($402.81) by September 19, 2022 or I would contact the BBB. As of September 20, 2022, I still have no pictures, no refund and no returned message from Aspen and Willow. It appears that they have no intention of giving me the photos that I paid for in full so I expect a refund. They will not return messages. They have not delivered what I paid for.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a scheduled photo shoot for 08/02/2022. The photographers did arrive and they looked to be taking photos. I have only received five unedited post glimpse photos of our evening shoot. I was told the night of the shoot they would send a mini post, unedited glimpse and I would receive all edited pictures along with all copy rights in 14 business days. As of 09/01/2022 I have not received any pictures that were agreed upon. I have reached out to this business multiple times and have received no response back.

  Business response

  11/17/2022

  Business Response /* (1000, 10, 2022/09/26) */ Ms. ******* has received her gallery and registered to view it on 9/1/22 her claims that the gallery only contain 5 images is false and incorrect as shown in the provided screenshots from the online gallery provider her gallery for a 30 minute session contains 58 images and the last published date was 8/31/2022. Ms.******* needs to log into her gallery and there should be 2 tabs at the top of of her gallery one that says highlights where her original 5 sneak peek images show and an additional tab named Gallery where the additional 53 images are displayed from her session. She has been provided all of this information through the dispute feedback that she tried to file through our Square processing app for her session fee. We went above and beyond for this family who expected 2 different locations within a 30 minute timeframe and we spent well beyond the booked time block making that happen for them and was not compensated for our additional time at all. Consumer Response /* (2000, 12, 2022/09/27) */ The photographer has released my photos as of 09/26/2022. I know that there were more than 58 photos taken but at this point I happy to have received something even thought I was supposed to have received them a month ago.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/27/21 I messaged asking about a birthday session & a mini tree session. She sent me the ad for the tree session which stated it was to be paid in full at the time of booking but never stated it was a nonrefundable session. (see attched for more convo.) Onto the b-day session she said since my son is shy she recommended the riverwalk so we can be out doors (see attached convo) She said "Our 1 hour sessions are $225 & include all of the edited images from your session delivered digitally through an an online gallery with a full print release." I asked about images... her response, "You will get everything that I edit. I always take 4 or 5 of every shot & go through & pick the best few of that shot & edit those. So I pull at the eyes shut or the ones that maybe he's talking or something. But every shot we take will be included in your end gallery" She then explained I would pay $85 for the tree session & half the $225 for the 1hr session preferably to her personal venmo account so she could avoid the business fees so I sent the $197.50. On 10/13 I message & explained my husband had to work out of town on the day of the tree session & asked if we could use the last 20 min of the 1hr shoot to do some family photos she said yes without any mention I wouldnt received a refund for the tree session. If she had mentioned it was nonrefundable I would have brought my kids to the tree session rather then forfeit $85. The day of the session we showed up she basically took some pictures & after an hour we left. She gave very minimal correction to our poses & I didnt say anything b/c I had no clue what the pictures would look like. I asked how long for pictures, she said about 10 days. I asked if I pay the other half & she said yes, forgetting about the canceled tree session I sent another $197.50 so I over paid $170. I received my pictures 11/30 edited to the point our hair & shirts are completely different color, eyes closed, mouths opened everything she said would edit out!

  Business response

  07/08/2022

  Business Response /* (1000, 17, 2022/01/07) */ Ms. ***** originally contacted with this message shown here Hi I just moved to the area and I'm looking for a photographer for a few photo shoots I would like done. First one would be for my son turning 5. every year we do a birthday shoot for the kids. It could be indoor or outdoor. He might be a little shy so it may take a few minutes for him to warm up. The second shoot would be family Christmas pictures. I have no preference whether its in a studio or outside. We do have a 19mo and she has cried at the last 2 attempts for pictures. Maybe outdoor with her would be less overwhelming. please let me know if you have any availability October 5th or around for the birthday shoot and it you have any Christmas sessions left. I know Christmas books fast. Thank you! She originally scheduled a solo birthday session for her son and also booked a family Christmas tree farm mini session. The session fee for the family tree farm session was $85. The session fee for her sons hour long dolor birthday session was $225. Our mini sessions for Christmas are required payment in full at the time of booking because we do rent the fields and schedules fill quickly since we have a very limited number of sessions we can fit in during our reserved field time. Upon booking Ms. ***** made a payment of 85 for the tree farm session and also paid half down as a deposit for her sons solo single person session. Ms. *****'s information was entered into our booking system that does send out a confirmation text message and a booking confirmation email that has the session information as well as our booking and cancellation policy attached in those confirmations as well. We do also publicly have our booking and cancellation policy posted on both our Facebook business page as well as our website for all to view. I will attach the image as well of our conversation where Ms. ***** did provide both her contact phone number and her email address for those confirmations to be sent. October 13th Ms. ***** sent this message to me So my husband is terrible are writing things on the calendar and has a job out of town on sat nov 6th when we were suppose to have our family pictures done. Is there anyway we can do family pictures the last 20 min of the photo shoot on monday? My reply We can do that. So I agreed to allow her to turn the last 20 minutes of her sons solo birthday session into a session for a family of 5 in lieu of the Christmas tree farm session she had booked but is now saying they won't be able to attend since her husband has a scheduling conflict. Day of session comes we do just that we shot some single shots of her son etc and then we also did some of the entire family as well. She had mentioned before in her original message that her children were shy and that her youngest has always cried during previous photo sessions so I did my best to let the kids be themselves and enjoy being outdoors and catch them in a more natural state rather than having them in a formal pose that requires them to sit or stand in more of a forced pose. In my professional opinion allowing a child who is hesitant and shy to be more themselves has always led to a better experience. Not one time did Ms. ***** or her husband express any concern or dissatisfaction. In fact, at the end of session she seemed very pleased and said it was the first session her youngest child never cried during and she was shocked. Everyone left the session on good terms. On November 4th Ms. ***** sent me this message Hi I just got a text about my appt on the 6th at 3:45. I just want to make sure it was canceled since we did it with the birthday shoot since my husband is out of town. I replied I just hadn't taken it out of the booking system She replied Ok no worries! So she once again acknowledges that she canceled the tree farm session in exchange for the time we took to do the full family at her sons solo birthday session. Ms. *****'s dissatisfaction come when her gallery was not delivered within the normal 14 business day timeframe that we try to always get our galleries delivered to clients by. She had reached out and was informed that I had been hospitalized with some medical issues. November 24th Ms. ***** sent this message At this point I'm really just heart broken. I have been waiting a long time for family pictures and pictures of the 3 children without the baby crying the whole time. I was so excited you were able to get shots of her and was excited to see how they came out. I was counting down the days anxiously waiting like it was Christmas morning. After 10 days came and passed I figured you were just busy with the holiday stuff and waiting another day and another. I see you post photos from other sessions and I'm just wondering why not mine? And booking Christmas sessions with promised pictures in 2 days. I just can't help but feel betrayed as a customer. I was really hoping to do more business with you in the future since you worked so well with my children. Please just let me know what is going on with my pictures? She was once again informed that I had been hospitalized and had to have a major surgery. November 30th Ms. ***** sent this message Looking back in our conversation it was brought to my attention I actually overpaid. Originally I paid half the 1 hour session $112.50 plus the $85 for the family tree session in the amount of $197.50. We discussed canceling the tree session and taking family photos during the last 20min of the 1 hour session since my husband had to go out of town for work which you said was fine. So my remaining balance should have been $27.50 because the $85 from the tree session went to the 1 hour session balance. After the session was done I asked if I were to pay the other half and you said yes which I paid another $197.50 not remembering I had paid $85 for the family session which was canceled. I over paid $170. I replied Please review our booking and cancellation policy we do not issue refunds. I will go back over the conversation and look at the details of payment as soon as Christmas madness is over. If there was an over payment you would have a credit on your account that can be used towards a future session. I also sent her a screenshot of the conversation where she asked to do 20 minutes of her sons single person birthday session as a family session in lieu of not being able to make it to her original family sessions at the tree farm because her husband had a scheduling conflict. My reply to her also. My understanding is that instead of tree farm you were jumping in the last 20 minutes of what was scheduled as an individual session. So that uses for 85 mini session. So the balance due would be $225 plus the $85 that you opted to use for family at the end of his session which would be a total of $310. If you paid 197.50 x 2 that would leave $85 which you are stating is an overpayment. Ms. ***** replied I've made my case in the above message. You did a 1 hour shoot not a 1hour plus a 20min shoot. I'm asking for a refund for over payment and services not provided on the tree farm session in the amount of $170 ($85x 2) My reply I screenshot the original conversation where she asked to turn the last 20 minutes of the single person birthday session because she had a scheduling conflict and sent it back to her with this message. That is incorrect though. This conversation shows you asked to do the last 20 minutes of his birthday session as family in lieu of payment for tree farm because of a scheduling conflict. I will agree to refund the $85 that you state was an overpayment. You did not ask for an additional 20 minutes on top of the hour, you asked if we could do the last 20 minutes of the hour session that was booked as an individual session as a family session in lieu of the tree farm session. I am honoring exactly what is stated in the conversation. Ms. *****'s reply If you are refusing to refund me the $85 for over payment and the $85 for the tree farm session that was cancel then I will take the next step of action. No where did you state to me that the session was non refundable here is your ad. My reply Ma'am you asked to use that $85 towards the end of your sons birthday session that was booked because you were unable to make it that date. Once again attaching the screenshot to reflect the conversation that shows just that. And I state Ma'am you asked to use that $85 towards the end of your sons birthday session that was booked because you were unable to make it that date. I'm trying my best to accommodate you and work with you. I refunded her $85 via Venmo and explained myself once again. Do you see in conversation where you asked that we use the last 20 minutes for family since your husband would be out of town on tree farm date. A family session and an individual session are 2 completely different prices. A family is $325 . Consumer Response /* (3000, 20, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm including screen shoots showing the text messages I received that don't have any cancelation policy attached with them. I asked if she sent an invoice and she told me I just needed to send her money and THEN she would send me the booking information. Therefore I NEVER received any policies to look over nor did I sign any type of contract about policies. The emails I received where sent AFTER I paid and already booked so her statement saying I received cancelation policies when I booked is false. She also didn't want me to send her paypal to avoid the business fees. I was also told not to send as a business transaction through venmo because of fees. When I contacted Annette about a birthday sessiom she offered me a 1 hour session to allow extra time. Never did she state it was specific to a birthday session only. This was her exact words "Our hour sessions are $225 and include all of the edited images from your session delivered digitally through an an online gallery with a full print release." When I asked to use the last 20 min of my 1 hour session to take family pictures she never mentioned the Tree session was non refundable. If she had mentioned it was non refundable I would have at least brought my children to the session and had pictures of them done. Even if I did keep my appointment for the tree session the day of the Tree session the waether was heavy rain and high winds with gusts up to 30mph. So even if I didn't cancel the session would not of happened because of the weather. On the day of the one hour session we met up and I introduced her to my husband and children by their names. I told Annette if she started taking pictures of my oldest daughter my son would then start to join in and warm up. Annette called my oldest daughter the correct name the first few times (***) and then all of a sudden she started calling her Caroline. My daughter corrected Annette saying her name was ***. After a few more times I said her name was *** but she continued to call her Caroline. I decided to give up and just wanted to get through the session because I was starting to feel uncomfortable when she started complaining to her husband about the session that was happening after us because they had canceled like 6 times. She didn't seem very interested in our session. She never corrected or advised anyone on how to sit. I was trying to look an see how everyone was sitting but it was difficult since I was in the pictures. How was I suppose to know of I was happy with the pictures when I hadn't even seen them yet? Simple corrections would have made a world of difference. We have had many family photos done in both long and short sessions and have never had an issue. When the session was over I did make a statement about how the baby didn't cry but I also did hold her the entire time because she was nervous I tried a few times to put her down for a pictureof my 3 childrenand she started crying every time. I didn't receive one decent single picture of the baby solo or even sitting with my other 2 children. Almost every picture of my older children are either of them slouching, awkward head tilts or my daughters under garments are showing which could have been a simple easy fix. Which leads to my next issue. The pictures I received were either of the awkward poses she explained would be removed or were so over corrected to the point our clothing and hair was a completely different color. Annette said, "You will get everything that I edit. I always take 4 or 5 of every shot and go through and pick the best few of that shot and edit those. So I pull at the eyes shut or the ones that maybe he's talking or something. But every shot we take will be included in your end gallery." I received 73 photos and ALL but MAYBE 6 (which were over corrected) , were of people talking, blinking, looking scared, slouching or so washed out the colors were off. I did not receive the pictures that were promised when I booked. When I reached out on Nov 12th asking when I could expect my pictures she did not respond. I reached out again on the 14th with again no response. Reached out on the 18th and she responded "Hi ******, yes ma'am our editing schedule is behind. I ended up with bronchitis that turned into double pneumonia and then on top of that I had to have an unexpected kidney surgery. I'm doing my best to play catch up and apologize for the inconvenience?" I responded, "Ok I totally understand things come up and I'm sorry to hear about your illness and surgery. I'm just hoping I can have soon so I can order Christmas cards? Do you have a new date?" She responded back, "I will make sure you get them by Monday" Monday evening I had not received any pictures so I asked,"Hi I didnt see an email with pictures. What will the email say?" She did not respond. I reached out again, "I haven't seen an email with my pictures. I will say I'm a very disappointed in your response time. When booking the appointment you were very prompt. Now that I'm asking you for what I've paid for I'm being ignored on multiple occasions. I have had many professional pictures done and never have I had to wait this long even during the holiday season. Waiting over 30 days for a family photo shoot is an extremely long time. I get things come up and a few days maybe a week delay is understandable. You told me at the photo shoot 10 days and the last promise date you gave me was this past monday. So I'll ask again, when can I expect my pictures? At this point I'm really just heart broken. I have been waiting a long time for family pictures and pictures of the 3 children without the baby crying the whole time. I was so excited you were able to get shots of her and was excited to see how they came out. I was counting down the days anxiously waiting like it was Christmas morning. After 10 days came and passed I figured you were just busy with the holiday stuff and waiting another day and another. I see you post photos from other sessions and I'm just wondering why not mine? And booking Christmas sessions with promised pictures in 2 days. I just can't help but feel betrayed as a customer. I was really hoping to do more business with you in the future since you worked so well with my children. Please just let me know what is going on with my pictures?" Still no response. So I nicely asked when I could expect my pictures on her Facebook page. Within minutes my inbox was beeping with messages from "her husband" saying "This is ******, Annette's husband first and foremost I have been returning messages and handling social media. She is one person. One person who had double pneumonia and was completely down and still doing more than she should have. Yes Christmas sessions were guaranteed before all of that and she is doing her best to make it all happen. Our general sessions we do not guarantee a delivery date but rather quote a turnaround time that we know is currently happening with the schedule we are keeping. Is she behind, yes." I felt it was very unprofessional and not once did he apologize. But instead made me feel guilty because I was asking as a customer for what I paid for. He went on explaining things after that but I found it very unprofessional that she was still actively promoting sessions saying she had openings but still had not delivered sessions that were taken a month prior. I waiting until Nov 30th to contact her again asking when I can expect my pictures and I made her aware that I accidentally over paid she never responded. Dec 1st I sent her this message, "Annette I'm sorry but that is not acceptable. It was an accident that I paid you a duplicate balance. And was truly looking forward to future sessions with you. But after this session I will no longer wish to commit to any future business with you or your company. I sent you, above, the breakdown of what was discussed for pricing on both sessions and what I paid. I was never presented with any policies of any sorts let alone a cancelation policy. Never did you mention anything about nonrefundable sessions at booking nor was there any contract sent to me to read and sign stating your services or that any money was non refundable. Even if a duplicate balance was processed. Just being clear that this is not for your service or for a future session but an accident of a duplicate balance. When I messaged and asked if we could use the last 20 min of Cormac's 1 hour session to take some family pictures there was no issue. I hate to be mean and I hate to engage in any conflicts. It is not the person that I am, but I am asking kindly to be refunded for the duplicate balance. I have sent a request through venmo for this. I truly would hate to pursue this by other means. Please know there are reasons behind my decisions to not choose you for future business. The session clearly hasn't been what you market or what I expected. I have my children photographed multiple times a year and they follow instruction very well wi Business Response /* (4000, 23, 2022/01/19) */ First and foremost let me ask you a question ******. Did you ever ask me at any point in the booking process how much an hour family session was for a family of 5? Let me answer that for you, no ma'am you did not. This is no different than you going to the grocery store and getting to the final total right before you pay and then adding 4 additional items to your order, THE PRICE Changes. Another example you don't go to a restaurant and order a meal for one person and then expect the restaurant to go ahead and bring food for 4 additional people for free. It does not work like that period. Also, you have failed to provide the confirmation emails that in fact have our booking and cancellation policy attached to each email. In fact at one point you claimed you didn't even provide an email at the time of booking until I provided the screenshot of the conversation which definitely shows that you did. You are now claiming I said you had to use Venmo, once again we both know that is a false statement. I told you exactly what options of payment we accept and what fees were charged yo use the payment methods. I will attach the screenshot which shows that I told the client that we accept payment through zelle, Venmo, cash app or PayPal and that we do get charged a 4 percent of the transaction fee that we do pass along by adding to the clients total if they opt to use PayPal. As a business if we are charged a fee to use a payment method, then we are going to pass that fee onto our client so that we are not just absorbing processing fees which many businesses do. I have made every attempt to resolve this situation but I will not be refunding any money. ****** ***** is expecting to get an extra service that was provided for free and as explained several times, it just does not work like that. I have went as far as telling her ok if it makes you feel better I will bill you for a 20 minute family of 5 session which would cost $125 if it makes her realize that in fact using the $85 towards the family of 5 session was actually doing her a favor and still in fact me discounting my normal rate by $40. Consumer Response /* (4200, 25, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No Annette I did not. But when I booked you said " our one hour sessions are $225" You never clarified is was specific to a single session. You made the statement saying that your family sessions start $325 why didn't you say that when I asked about adding the family to the end? So if that was the real case wouldn't I have been told it would be more when I asked about switching? Its your job to to clarify to the customer pricing. The session didn't have anything birthday specific in it except for a banner I brought. I only received 7 different pictures of just my son and most were awkward or washed out. I also never said I didn't receive the email. I said you never sent anything prior to me paying because you stated in order to receive booking information I had to pay first. I have attached a screen shot of Annette saying "If you send it over, I will send your booking confirmations over for both" proving I received nothing about policies prior to paying. So I was not provided with any kind of cancelation policies until AFTER I had already paid. Every other photographer I have used has always sent some type of invoice with a contract attached to it for me to read and agree to before paying and booking. I even asked Annette if she was going to send any invoice and she said no to just pay her. You also said I would be provided with edited pictures with awkward poses and eyes shut REMOVED giving me all of the best of each poses and that did not happen, so I have yet to receive what I paid for still to this day. I only received 1 picture of my youngest which was blurry and awkward and 1 picture of all my kids which they weren't even looking at the camera. I will provided some pictures I received. The ones that are not awkward poses are so over exposed it made our shirts and hair a completely different color. I have had my children photographed many times and have never received such horrible pictures. I have also never encountered such horrible customer service from someone who didn't deliver what was promised quality and time wise and made me feel like I was in the wrong for asking when I could expect my pictures. Again as per other claims made to bbb about the simular issues, makes it clear Annette has done this in the past and likely will continue to treat customers this way. Its clear she has no sympathy or morals when it comes to lying to customers about promised delivery time and the promise of photo quality and stealing their money. She shows no intentions on trying to make it right. I paid for fully edit photos and I never received the photos she promised me. She said she would look and re-edit and that hasn't happened. But honestly all the editing in the world can't fix the awkwardness in most pictures. She mentioned a reshoot and honestly it would be child abuse to force my kids to try and take pictures with her again because they felt so uncomfortable. You can clearly see how uncomfortable my son was as he clings to his father's leg. Again I will attach some of the photos I received which are of the awkward poses she promised to remove and some that are so washed out my husband looks blond when his hair is dark brown. The photos I received weren't usable in any way.

*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. ↩