Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our composites taken in October for the ***** *** ********** ********** ** *****. Part of the package is that we get our digital headshots sent to us free of charge. This is how its been done in the past. It is now May and we still haven't received those headshots. They have ignored multiple emails from my secretary and myself where we expressed our concerns regarding this issue. We use this professional headshot as a point in our recruitment as many of our members rely on a professional headshot to use in profiles for applications for scholarships and externships. We have paid for this service and still have not received it. We have had issues in the past with this company and we addressed those on the day photos were taken, the person representing the company that day assured us there would be no issues this time around and asked us to sign on to a contract, this now feels like we were coerced by this company to sign on to a contract they can't even hold up their end on.

  Business response

  05/05/2023

  Thank you for the opportunity to respond to this complaint.  I have examined our records and have discovered the following:The Digital Images that the chapter is requesting is not part of our standard package, but instead an add on that can be purchased by a client.  This charge was not added to the invoice.There is no indication on the contract that the Digital Images were being added as a free incentive to get the client to resign for future business.The email that the client was using is a secondary email that is not regularly monitored.  Our website lists other emails, and the client received several messages from other emails that are more often checked.  As a result of this complaint, we will be assigning a team member to regularly check this email.As a courtesy, we will provide those images to the chapter this year at no additional cost.

  Customer response

  05/08/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I would like to know when we will be receiving the images as there are important deadlines coming people need these images for and also in years past the digital copies have been a standard part of what we got so I would like to know what changed, when it changed and how we can return back to getting the digital images included as it has been in years past.  Regards, **** ******

*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. ↩