TLDR: Atrociously hateful, incompetent, immature, and aggressive people pretending to be friendly…read moreand fun.
Initial notes from scheduling and phone call account in photos.
Be very careful in scheduling; despite planning this more than a month in advance and providing exact Google coordinates to our location, explaining it was in the middle of the Prescott National Forest. I provided these coordinates 10/4 for our session on 11/26. They not only changed our time from 2pm to 3pm, (I found out in the voicemail to confirm the day before), but showed up about 20 minutes late because they could not find us. They claim it is a campsite; it is not. It is an established road with other residences along the same road. As they say, people who are 30-year residents of Prescott should have no issue navigating the aforementioned roads. Be sure you are on the same page with fees and products as well because I clarified pricing on the phone during booking, yet was shocked when told after taking our photos that the fee paid provides no actual product. That would be another $425 for copyright photos on a CD. As we are not a business and will not profit off of these photos, we just want them for a holiday card and to hang on our own wall, I asked about personal use and why we would not get the digitals from the shoot. They maintain that there is no difference with copyright and personal use. I called to discuss all of this and come to some agreement with Terry Lynn, who went from condescending to downright nasty. What really set her off was me eventually stating that this was like a bait and switch situation. My father, involved in the photos, then tried emailing Jay and got a snarky reply. Both are also admitting to incorrectly charging us for the session due to the number of people involved and insinuating I misled them with the quantity, despite the detailed notes I gave them in planning this (which included the number of humans and dogs - I was very up front). Somehow, since they made a mistake and did not charge a full reunion fee, just a family session fee, we should be thankful for that even though our session was cut short and we got no photos from it.
Their behavior did not sit well with me and I filed a consumer affairs complaint. Given the limited character field, I gave a high-level summary of the issues and noted to see attached supporting documentation. That supporting documentation included the notes I wrote while scheduling the session, the notes I wrote immediately after hanging up the phone with Terry Lynn, the email my father sent, and the response from Jay. In response to my complaint, they essentially just attack my character and mental capacity, try to call our location a campsite, blame me for giving bad directions (as if they did not have weeks to look at Google Maps and call me with any questions), and lied that I called multiple times, calling me "unhinged." I called them once. I believe it required a call-back to be able to chat, so perhaps a call log will show more than 1 call, but I called and had ONE conversation with Terry Lynn, who got so angry with me pointing out the misleading information that she hung up the phone.... but I am the one who is unhinged. The last bit of their reply to the complaint outlines the discount we got for our photography session, which details all of the errors they made in initially charging me. The only thing I will agree with on his math is that they did not charge me for the extra subgroups we did. I assumed this was just good customer service and a nice thing to do considering they were 20 minutes late and my father and FIL even helped them clean up to their next appointment on time. These additional subgroups were like these 2 people walk into the pose now, or these 2 people leave - it was not 8 unique setups in 8 different locations on-site. We had 2 locations and rotated a few people in or out.
