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:04/17/2023

  Type:Product 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 called and spoke with ***************************** Event Consultant for Complete Weddings + Events on November 26, 2022 about hiring a DJ for our 40th Class Reunion scheduled for September 15, 2023 at ********************* in **********, **. Juliannes cell number ************. ************************************************ The business phone number at ******************* ************. She emailed me a contract to sign which my other friend signed and dropped off with a ****** downpayment on December 8, 2022. I called ******** in January and talked with her about the venue may not be able to have a DJ on their property due to the city ordinance, but they would not know until March 2023. She told me that would be fine. Lets just stay in touch. I have been calling ********, the business phone number as other people and even the bar owner of the venue has tried calling and no answer, and no one calls back. We do not want this company and we want a refund.

  Business Response

  Date: 04/18/2023

  Client will not be receiving a refund, even if they choose to cancel the services they have booked with **, as deposits are nonrefundable, which is stated clearly on their agreement. The employee the client references, ********, no longer works for **. Client has called our office twice in the last 2 weeks, but has not left any messages. Client has not emailed ********, as we continue to monitor that inbox and do not have any messages from her or her husband. It is ridiculous that someone that calls twice and doesn't even leave a message would then request to cancel services with a refund. Client has not communicated clearly with **, therefore we cannot be at fault for her failure to communicate. We intend on fulfilling and honoring the contract that was originally agreed upon.

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I think that your company should get in touch with ********, your ex employee.  As I stated once we paid the ****** which I understand is non refundable, I was in touch with ******** at the beginning of January, explaining to her that this venue ** ********** may not be able to get a permit for a DJ on their premises.  She said to me we will just stay in touch.  Since this was so far in advance, I'm sure your DJ could find another gig at that time.  The correspondence between ******** and I were on the phone.  I never said we emailed each other, ever.  When I received a call from Matty's on March 27th , that the city did not approve a DJ, I called ********, and left her a message.  I called and left messages March 27th 1:44PM, April 3 6:11PM, April 5 1:26 and 1:28 PM, April 6 3:49 and 3:54 PM.  If you heard all the messages I left you would know I did state to her, if I do not hear back from you, I am contacting the BBB.  I called your office number on April 5th and April 6th, and did not leave a message.  The reason, is because ******** was the event coordinator.  I would think you would have got ahold of me, knowing ******** was working with me, and let me know she was no longer and employee.  When was her last date?  Is there a way to get in touch with her?  I know she would remember our conversations.  We cannot have a DJ at the event.  Not allowed.  Believe me we really wanted a DJ and that's why I came to your company.  This is awful for ** as we are trying to plan our 40th class reunion, and now we are out ******, for a service we cannot use.  I understand this being non refundable, but we did not expect to be denied having a DJ at the venue.  I did not find that out until after we hired you.  I hope that we can settle this and we can get a refund.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  Type:Order 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.

  My family hired Complete Weddings for my sister's wedding. They were used for **, Photography, and Videography. When she received her photos she had a very minimal amount. According to the Photographer, he lost the pictures. We have been calling to figure out what we (complete weddings and my family) to see what can be done. These were wedding pictures. She paid for a combination package. Videographer and the ** services were great. However, the photographer acted as if he didn't know what he should be shooting. No posing of people. All pictures were taken. Now they are lost. We called to get our money back for the photographer, however, whenever we try to call we get sent to voicemail and no one will return our calls. Missing-Family pictures, reception pictures, group pictures, bridal pictures, etc. Most importantly, the pictures of our grandparents were lost. We are not going to get those back and it is devastating to the bride and groom for all that spent and invested in this wedding, they have barely anything to show for it. Please feel free to call if you would like more information. I am happy to discuss what a lack of respect this business has shown my family.

  Business Response

  Date: 02/12/2023

  First and foremost, the person completing this complaint is not our client and is not owed a response, it is simply a courtesy. I believe the client and contract the complainant is referring to pertains to D.R. for 9/3/22. D.R. contracted 4 services with our company (DJ, lighting, photography & videography) and all 4 services were provided on the event date for the contracted service time. As you can see on the agreement, there is not a specific time frame in which final photo and video products are guaranteed to the client, as that varies based on workload and workforce available, however the typical time frame is about 12 weeks, which is the same time frame the client experienced. After the client reviewed the final photo gallery, which has **** images in it, while a normal photo gallery for the photo service booked is 800-1000 images, they noted that there were images missing that were taken inside the church after the ceremony.Please note that there are the normal variety of photos present in the gallery,including bridal party group shots and family group shots, which is why the editing team wasn't concerned about any missing photos and processed the gallery as normal. The missing photos were brought to our attention just before the holiday season, during which time many of our team members take extended time off because they work every single weekend from about May to October. This was noted to the client as a means to convey that nothing moves quickly for our company during that time of the year, but we hit the ground running in the new year. Nonetheless, we were able to get in contact with the original shooter and review memory card files right away. After some research, we discovered that there were files missing for about 1 hour of the 8 hour contracted day, even though the photographer was present and working during this time. As a result,we took the memory cards to a trusted vendor that provides files recovery services (which we have used before and has been successful). The process to recover files takes a few weeks, and for them also varies based on workload and workforce. We informed the client of the measures we were taking to recover files. Upon receiving the recovered files, we were not able to open and view them on a normal computer. We sent them on to our editing team to see if there was specialized software required to view them. They too were unable to open the recovered files. This information was conveyed to our client and we offered them 2 options: 1) To allow us to try alternate recovery methods to see if we could recover the missing files, all at our expense, 2) To provide a refund of 1/3 of what they paid (~$600), even though we are only missing about 1/8 of their photos. The client asked us to continue to try to recover the missing files, which is what we are actively doing. The memory cards in question are currently sitting with another data recovery company. Unfortunately, we are at their mercy as to when they are able to process them, and do not have any updates at this time. Please note again that it is untrue to state that All pictures were taken . . . Now they are lost. Of all the pictures that were taken,at most 1/8th of them are lost and the client has received **** images.
  
  At this time, I cannot speak to the performance of the individual photographer, but this is the first that I am hearing that there was any displeasure with him. He is a seasoned photographer that I ***** personally worked with, and while he is not a naturally loud or ****** assertive individual, he definitely knows what he is doing and produces a nice product. If the client had expressed interest for a louder more assertive photographer, then we would have paired them with one, however they did not. This complainant states that there are photos missing from the reception, which has not been reported to us previously, and I do not believe to be the case because reception photos start at 5:08pm with a 5:00pm start time, and a slight lag in time is expected since the photographer had to travel from the church to the reception venue.
  
  As with many small business, when no one is available to answer the phone, a voicemail system is engaged that allows the caller to leave a message. Voicemail messages are returned within 72 business hours. I would like to note that we have returned all of the clients calls, however there has been at least one call from a family member of this client, that is not listed on the contract, that was not returned. As a means to keep our communication as streamlined as possible, we make it a habit to only speak with the client listed on the contract and/or their spouse. We apologize if the family feels that this shows a lack of respect, however, after many years in business we have found that we are able to be more efficient and effective when there are fewer cooks in the kitchen, meaning that it is not in our best interest or the clients best interest to have multiple phone calls with various family/party members, as this eats up our time and reduces the time we have to take action on the matter at hand. At this time, the client has not designated with us any other party they would like us to speak with on their behalf, therefore we will not speak to anyone else regarding their contract, as it is not our place to do so. The client has been in regular contact with our Operations Manager via email and phone. They need to continue this conversation with him and allow us to complete the measures they asked us to take to make this right.
  
  This complainant calls in to question our responsiveness as a company, which I do not think is fair. Just because we do not respond in the time frame this complainant (that is not listed on the contract) wants, does not mean we are nonresponsive.Every voicemail and email from the client has received a response. In addition,I personally responded to this complainant within 24 hours of her posting comments on our ******** page. I apologize if my 8-hour response time was not quick enough for her, however I would like to remind the complainant that we are a small business with limited staff (as most businesses these days). We do not have people just sitting around with no other responsibilities but to answer phone calls and provide updates at a moments notice. We all have tasks to complete that cannot always be dropped at a moments notice, which is why we encourage people to set appointments with us to chat. This ensures that both parties are available and ready to talk about that specific client and can given them undivided attention. The contract holder has utilized our scheduling tool to set meetings before and can continue to do so at any time if they would like an update or response. Again, we will maintain this ongoing conversation with the client listed on the contract and will not be providing any updates to this complainant, as the client has not authorized us to do so.
  
  In short,this matter is ongoing and is actively being worked on at this time. We ask for the time to complete the measures the client asked us to take to recover the missing images as a means to make this right for the client. We will update the client when we have new information.

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair 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.

  The only thing we wanted for our wedding was Karaoke; after consulting with the ** a week before and making sure that he would be able to provide us with the only thing we needed, the ** showed up and didn't even know how to set up the Karaoke screen. After fiddling with it for an hour (with one of our guests helping, he gave up and said we would have to sing without the lyrics. Fine, not the end of the world, right? Wrong, he then proceeded to fiddle with the service they use to provide songs to sing to (just instrumentals); he also could not get this to work either, and so his solution was to give us a mic and have us sing along to the regular music he was playing... So we paid extra for something we didn't get, and after reaching out to the vendor several times, we still have yet to speak to someone and be offered a refund for a service that was never provided. Everyone loved the wedding and the only complaints we about the **... We were charged $250 plus tax for the *************** that was not provided and another $958.68 for a premium ** experience that was not provided; this was the only reason we chose to use this vendor. Our wedding night was lesser for making this decision, and we would like to be refunded in full.

  Business Response

  Date: 07/30/2022

  We understand and acknowledge that the karaoke software used was not functioning at 100%. Even though the client and their guests were able to utilize and enjoy the karaoke service, we agreed to a refund of karaoke services ($250), which was issued on 7/20/22. The client has only expressed dissatisfaction with the karaoke portion of services up to this point in time, and did not mention concerns with any other part of services provided. Additionally, the client set up a call to chat with our operations manager, but provided an incorrect phone number, so we were unable to connect over the phone as planned. Furthermore, the client did not reach back out to us after this scheduled call, and this is the first correspondence since that time. Again, we have issued the refund for karaoke services. The client can reach out to us directly to discuss any other shortcomings.