ComplaintsforThe Pros Weddings

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The pros were hired to provide photography, videography, DJ and photobooth for our wedding in October 2021. The pros guaranteed us a photographer, who as it turns out was contracted with another company for the day of our wedding. Weeks before our wedding we had to scramble to find another photographer and incur a lot of expenses with that. The videographer did not stay for the full time that he was paid for, he did not film everything that was asked of him to film and only videoed less than an hour for an 8 hour working day. We will never be able to recreate this day and were counting on this video to share with friends and family who couldn't attend our wedding. The photobooth was completely unprofessional and not what was expected. The pros has not followed up on the many video edit requests we've made for the short video and we never received our video edit. We have dealt with so much stress and cost involving having to find a new photographer weeks before our wedding, having our once in a lifetime day not fully recorded when we paid for it to be videoed for 8 hours and can never get that day back is irreplaceable to us. We would like a full refund from the pros for all of the amounts we've paid to compensate for the terrible and unprofessional service we've received as well as the derogatory and demeaning way were spoken to by CEO Hugh R***** when trying to resolve the photography issue. The paid amount to date is less the photography refund is $4,198.16.

  Business response

  12/22/2021

  Better Business Bureau:

   This serves as a response to our clients  complaint regarding services provided on October 2,  2021.

  Our client reserved a photography, videography, DJ and photo booth service for their original date of October 11, 2020.  They requested professionals for photography, videography and DJ services.  The date was then moved to May 1, 2021.  We moved the requested professionals to the new date.  They then moved the date to October 2, 2021.   While our videographer and DJ remained committed to the new date, the photographer did not.   The client and I discussed the rescheduling of the photography services on or about August 6-8, about 7 weeks before the event.  I offered 5 additional photography profiles for the client to select.  She did not believe any were of the quality she expected.   We mutually agreed to cancel the photography service and refund the entire $1,417.30 fee.  

  When securing a new photography company for her wedding, the price difference turned out to be $1,100.00.   She requested we reimburse the additional amount because we were responsible for the problem.   We indicated that we would only be able to refund what she paid and not the difference a competitor may charge.  Our clients source of frustration with how we handled the situation stems from the multiple conversations we had regarding who was responsible for the additional expense.  We maintain, while there was a rescheduling needed, we had multiple options for her to choose from.  All of the options were vetted members of our Los Angeles and San Diego markets.  If those options are unsuitable, then we thought it only fair to refund the fee for the service.

  The videographer did leave the event at about 10:30.  He performed a final interview with the couple, indicated he would be finishing up and was handed an envelope with a gratuity by the brides.   He feels terribly about the missed opportunity to record the Hava Nagila dance .   We believe he should have remained at the location.
  

  Our photo booth service is typically an open aired booth that produces customized (couples name and date) prints along with props.   In speaking with our customer, she was expecting more than that including a custom backdrop.   We are sorry for the miscommunication or misunderstanding but we delivered exactly what was contracted and paid for..
  

  About December 6, 2021 I spoke to our client regarding the short form edit of their videography service.  While the video is representative of what we provide to our clients, she had become frustrated with the process as she was asking for changes to the edit that couldn't be done.   I suggested that I would take over the edit personally and see what I could do for her.   She also suggested she might be planning to have someone privately provide the edit.  I offered to either continue to work on the edit or refund the editing fee.  But much like the refund of the photography service, the editor she had in mind would cost $500, which is more than she paid for our service.  She again suggested we cover that cost.

  We are glad to hear how happy she was with our DJ service as she did indicate to both Greg and I during our conversations.   
  Our client is asking for the $4,198.00 she paid for her remaining services that were provided.  $1845.00 of which represent the DJ service she was very happy with.  We are confused as to why she would include this in her complaint.
  
  Last night our COO Greg W***** reached out and spoke with the couple for about an hour.
  We are offering a refund of $800.00 for her concerns regarding both the videography service and photo booth as a goodwill/customer service gesture which she declined but we are hopeful she may reconsider.
  Sincerely,
  Hugh R***** CEO
  e...

  Business response

  01/04/2022

  BBB:

  I'm sorry to hear of our client's rejection of our offer.   To this point, our resolve includes a $300 refund of the $595 photo booth service and $500 of the $1585 videography service.   The videography refund includes the return of the $195 editing fee and $100 for the prorated half hour missed.

  The additional $300 referenced in the rejection is the original offer that was moved to $500 in a follow up phone call.  We are unable to combine both offers to increase the refund to $800 which would represent over half of the entire videography service.

  After offering additional photographers for review to replace the photographer that became unavailable, our client decided to reserve a photography service to replace ours.   We refunded the entire $1470 fee.   We are unable to meet the request to refund an additional $1100 to cover the entire cost of the replacement service.

  We feel our resolve is fair and stand by our offer.

  Sincerely,

  Hugh R******

  CEO

  Customer response

  01/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it is simply not fair and does not address the various issues we've had with The Pros or reimburse us for the costly interruptions to our wedding day that are irreplaceable. My last offer was fair and addressed all of the various issues that were caused by The Pros including not providing services that were detailed in our contract. 
  
  Regards,
  
  *************************
  

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