Complaint Review: Ruby's Photography Ruby S Photography LLC - Manchester Maryland

I read the rebuttal. I disagree with many facts that were stated. We have copies of numerous emails as well. We also have record of our many phone calls that were made during the month of December. I feel that the situation arose from an extreme lack of communication. I have not lied about making phone calls, writing emails, or what I had been told. I never asked for interest paid to me on our overpayment. I simply stated the fact that their company had our money for that time period and we did not have our album or 8x10 print and we were paying interest on that money. My intentions at the time of the original report were to express my extreme frustrations with not having our wedding album as it had been over a year since the wedding. I was not writing the report to post lies about the company. I think other couples would want to know how long of a wait it may be for their album. My brother was recently married and they had their photos and album within a few months. I just found it unreasonable to wait that long and found communication with the company to be very difficult. I don't think my morals or integrity are in question here....and I don't think that writing that I have written blatant lies helps anyone. What would help is better communication with clients in the future and a reasonable time frame one could expect to receive their memories.

We have been in business for quite sometime photographing countless weddings and portraits. Normally I would never respond to something like this. I don't feel it is the appropriate forum, however this bride has posted blatant lies. This brings to mind many questions of morals as well as integrity. We were hired to photograph Eva and Mike's wedding in March of 2004. The couple also decided to purchase a guest book a few days prior to the wedding. Album was ordered and charged to their credit card, the album was delivered as promised on their wedding day for their guests to sign. With the package they purchased they were entitled to one photographer shooting the whole wedding and one photographer shooting the main events. On the day of her wedding we had three photographers who shot continuously for the entire wedding. While we only guaranteed 400-800 photographs, Eva and Mike received over 800 photographs due to the extra photographer. On the wedding day Eva pointed out that her husbands credit card was over charged. We had apologized and offered either a immediate refund or a credit toward prints after the wedding. Eva wanted the credit toward prints. After the wedding I had corresponded with Eva via e-mail about her Pre-View Album (a black leather 10x13 album with one of each photograph). I had asked her how many images per page she preferred so I could place the order. After several e-mails back and forth and a few weeks had passed she decided to place her order. Our contract stipulates that the couple has 3-6 months to choose their wedding pictures for the final album. After this point we are under no further obligation to full fill the order. Eva contacted us again on September 18th. We finally received a list of photographs. I designed a layout and sent it to her for approval on the 18th. The layout included 6 free prints to help with the flow of the album, so the completed album included 36 photographs as well as 2 10x10 free size up-grades. I received no response until January of 2005 a full 4 months after I had sent the layout, Eva was inquiring about the finished product. I told her that she had never approved the layout and that I needed the approval before I could place the order. On January 26th the layout was approved and the order was placed, she was informed album completion takes 12 weeks. On March 10th we received another e-mail inquiring about the album. Again we reminded her of the 12 week time frame. On April 22nd we receive an e-mail threatening legal action. Four days before the deadline for the album, coincidentally the album had been mail to her that morning before her e-mail was received, since she was well past the ordering deadline for the final album, legal action was of no consequence to us. On April 27th we received a e-mail from Eva stating the album was received the day before and now they wanted their negatives for free and interest on the over payment. We told them we would send the check for the over payment, however the negatives were normally $600-800. We stated that they could purchase there negatives for the amount of the over payment ($190.62). Or we could send the refund and the negatives would be $300.00 until May 31st. W e specified a deadline due to the fact the process had been dragging on so long already. Eva e-mail complaining because we had given another couple their negatives for free, and stated she should get hers for free too. The other couple had place several large re-print orders as well as purchasing one of our Virtual Album CD's, and made several up-grades to their final wedding album, all of which were paid for.. Mike and Eva have not purchased any additional prints or CD's and had received the 6 free prints in their album and the two free up-grades, all for no charge and without making any other additional purchases. I think we had been more then generous already. So suffice it to say we more then full filled their contract. Our e-mail correspondence records included well over 50 e-mails. We have received two phone messages left at our studio. On a Tuesday and Wednesday. The answering machine states that we are only in on Mondays and Fridays, it would be unreasonable to expect a phone call before we actually received the message. In total they had a on-location engagement session (more then an hour drive for us), a full day of wedding photography by three photographers, a 15 page (5x7) guest book album, on-line viewing for all wedding and engagement photographs, a 10x13 Pre-View album with over 800 prints and a completed formal wedding album with 36 photographs instead of the 30 that were paid for. Again I stateI don't feel it is the appropriate forum, however this bride has posted blatant lies. This brings to mind many questions of morals as well as integrity.

Finally we received our check for the overpayment yesterday. The lady from work received her wedding pictures on CD for free, although they still want us to pay for ours...which we will not. So, no wedding photos for us, other than the album. That will have to do.