Complaint Review: Sarah Kimmel Photography

Below is a basic communication between myself, Sarah Kimmel, and the BBB in our area.  I am unable to attach exhibits here, including the letter of resolution and closure by the BBB.  However, as I advise all clients, friends, and family- never hire a wedding professional that you are not comfortable with.  In over 12 years of photography, this is the first like complaint I have had.  I am still sorting through how to respond to invalidated reports like this one.  Please contact me for further information, as I will be happy to email you exhibits and communication that cannot be posted here.  You can also review photographs, as well as reviews and client comments on the following websites:
www.sarahkimmelphotography.com
www.sarahkimmelphotographyblog.com
Facebook, search Sarah Kimmel Photography: Reviews and Photos
 
I successfully strive for complete satisfaction for each of my clients.  It is unfortunate that Mr. Sypolt chose to communicate in this manner instead of directly with me.  Please contact me for further information.
 
Below is the before mentioned communication:"I was hired by Ms. Freeman Sypolt (the individual who has posted this review as well as many other online reports) in March 2010 to photograph her marriage ceremony to Mr. Chris Sypolt on September 4, 2010 in Corolla, NC beginning at 6:15am.  They paid $300+tax, my standard one-hour wedding fee.  Please see exhibit 1.
 
Before I was hired by Ms. Freeman Sypolt, it was made clear that she would receive “a digital version of all edited photographs from the event” as noted in an email exchange on February 13, 2010. See exhibit 2.  Per my contract and common practice in the photography industry, negatives and all photographs/images not released by specific copyright release remain the exclusive property of the Studio/Photographer.  Please refer to the signed contract in exhibit 1.
 
The week of the wedding, I was contacted by Ms. Freeman Sypolt requesting a change in date.  Summer is our busiest time of year in the Outer Banks, but as a customer service focused business we aim to please.  I was able to rearrange to photograph the rescheduled wedding on Wednesday September 8, 2010-the date stated by Ms. Freeman Sypolt as the date hired for.  In addition, due to the fact that Mr. and Mrs. Sypolt were unable to find a second witness for their marriage on September 8, 2010, I was asked to witness.  I did so at no additional charge.

There was a delay in mailing the photographs in comparison to our normal turn-around time.  This conflict arose out of a very serious family matter.  I continued my communication with Ms. Freeman Sypolt due to the delay via email and asked her to contact me with questions.  See exhibit 3.  
 
The day that Ms. Freeman Sypolt received her photo discs in the mail, she posted a very angry and explosive post on my business page stating that she was “furious” because she was unable to get the pictures to open on her computer.  I contacted her by phone immediately.  When I did not receive an answer on the phone I emailed Ms. Freeman Sypolt asking for time to help her walk through the process of opening her discs.  See exhibit 4.  I did not receive a response.  The following day I called the Sypolt home to check on the situation.  Mr. Chris Sypolt answered.  He explained that Ms. Freeman Sypolt was having issues with her computer.  When he returned home from work that evening, he was able to open them fine on his computer.  Without solicitation, Mr. Sypolt said that the pictures turned out well.  We exchanged a few more moments of pleasantries and the call was over.
 
I received an email from Ms. Freeman Sypolt on Saturday October 23, 2010 stating that she would like to see a specific image.  As stated in our contract, all unedited images are not included on the photo discs and remain the property of our studio/photographer.  However, we work diligently to please our customers.  On October 25, I responded to Ms. Freeman Sypolt telling her I would be happy to review the unedited images for the specific pose she was looking for.  And, on October 27 it was emailed to her.  Please see exhibit 5.
 
It is my position that we have gone above our contracted service in so much as date change, communication, providing a witness free of charge, and reviewing images for requested pose.  I cannot release unedited photographs as it is against company policy.  As stated in our contract, every reasonable effort will be made to produce and deliver outstanding photographs of the wedding events.  However, we have continued to work with Ms. Freeman Sypolt over the past 3 months and wish for her happiness with her pictures.
 
As resolution, I will provide Ms. Freeman Sypolt  15 4x6 and 3 5x7 professional prints of her choice and revisit the chosen photos for retouches on hair strands.  This is a $155.00 value.
 
We, at Sarah Kimmel Photography, value our clients, their loyalty, and our reputation as one of the leading photographers in our community.  We appreciate the continued communication between ourselves and our clients, and would encourage Ms. Freeman Sypolt to communicate directly with us either by email or phone.
 
Thank you, kindly.
Sarah Kimmel
Sarah Kimmel Photography, Owner
 
Exhibit 1
 
 
Exhibit 2
 
Exhibit 3
 
Exhibit 4
 
Exhibit 5"
 
Thank you for taking the time to investigate the truth of this report and do take good care.