Complaints

• Initial Complaint

  11/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I chose Candid Studios as my wedding photographer and videographer. The entire process has been chaotic. First off, the company claims to be the best in northern Colorado. However, from the beginning stages of making payments and signing contracts their communication has failed. I paid my contract in full by November 12, 2021. My wedding was August 20th, 2022. I was still receiving emails stating I OWED money. They lost all record of my payments which I had to provide. They failed to communicate up to the date of my wedding. I was the one constantly reaching out to make sure they were still coming to do their job. They promised me they were. Fast forward to the wedding day, I have ONE photographer show up when my contract stated two. The woman who did show up, received devastating family new an hour before and was completely incompetent. She showed up at 12 and my ceremony wasn't until 5:30. The pictures were decent at BEST. However, as stated in our contract, the company "fails to perform services stated in this contract, they will IMMEDIATELY give notice to the client and issue a refund." I have absolutely NO pictures of my venue, decor, guests etc as I wished for in my portfolio I filled out. I also have not received my wedding video from that day which is also in my contract. I have tried MULTIPLE times to follow up with Ryan, the CEO of the company. He fails to respond to my messages and phone calls. I took it to social media to reach out and the company BLOCKED me instead of returning a phone call. How completely unacceptable it is to run a business with the poor customer service they provide. I would NEVER recommend them to anyone. You have a vital role in a wedding day and to accept the failure of your responsibility is cowardice. I demand a refund of the photos and my video.

  Business response

  11/02/2022

  Hello *******,
  
  Thank you for bringing this to our attention. Candid Studios switched booking systems halfway through your booking. We never lost any record of your payment. We attached a screenshot in our booking system that verifies your payment was received. The payments were paid late according to our agreement, but they were received. I am sorry we showed up early to your session. We often arrive early to prepare our equipment. One of our photographers had a last minute emergency and was unable to attend. Our photographer found out that her husband was diagnosed with terminal cancer before the event. I know you do not care, but our staff work extremely hard and so even though she might have been a little off we still managed to create amazing images throughout your wedding. We are human and sometimes we experience unavoidable emergencies. We immediately issued a full refund for the secondary photographer via check. You cashed the refunded check confirming it was received (We attached a screenshot to this response). You have received 528 finalized and edited pictures which did include all the requested shots and the video, which you even posted to your Facebook. We attached a screenshot of the images you shared to this response. I am truly sorry you did not enjoy your experience with us and we will do our best to improve our services in the future. We will not be issuing any additional refunds for this project, as we fulfilled every part of our agreement, provided beautiful photos that you featured on your social media page (without giving us credit as mentioned in our agreement), and overall we worked extremely hard throughout this entire process. We wish nothing but the best for you moving forward and appreciate your feedback.
  
  Thank You,
  
  Candid Studios
  
  

*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. ↩