Complaints

• 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.

*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. ↩