Complaint Review: Film Monkey - Nationwide
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- Author Not Confirmed
- Film Monkey Nationwide USA
- Phone:
- Web: http://www.filmmonkeyweddings.com/
- Category: Wedding Services
Film Monkey Rebecca Portman and Christopher Portman FAILURE TO PERFORM EVEN BASIC CONTRACTUAL DUTIES Las Vegas Nevada
*Consumer Comment: ABSOLUTELY DISAPPOINTING !!!
*Author of original report: Situation Resolved
*REBUTTAL Owner of company: Fake and Dishonest Review
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DO NOT HIRE! STAY AWAY!
I can not begin to describe how disappointed and upset my wife and I are with this video and the entire process. She became physically ill when we watched it for the first time it was so terrible. This entire process has been an absolute nightmare since the second I paid them.
First they triple charged us and took months to return the over payment.
My phone calls and emails repeatedly went unanswered for weeks. It would typically take me 2-3 voice mails to even get an acknowledgement via email.
Our videographer showed up hours late on our wedding day. No one picked up the phone or responded to emails when we were trying to reach him the day of. As a result, we do not have ANY footage of us getting ready. I still to this day do not know where he was until I saw him setting up a tripod just as the ceremony was starting 2 and half hours after he was supposed to have started filming us getting ready. The skill of capturing the moment that is shown from this video is completely amateur. My 12 year old cousin managed to capture better film on his phone than the "professional" they sent to work my wedding. You can not even see my wife in the ceremony. It looks like I am marrying my father in law. I know the camera man was still behind the camera because he attempts to zoom in and out a few times over the course of the ceremony which resulted in nauseating and blurry images as he attempted to refocus. If he had only taken two steps to the left he would have been able to get my wife on screen. I would simply ask to recut the video, but upon reviewing the raw footage there is almost no usable film. Out of the 7 hours I was supposed to have, less than 2 hours of raw footage was captured. Of that 35 minutes is of the ceremony and another 30 minutes the camera was placed in the corner of the reception where you could not see anything but carpet for miles. The videographer also made no attempt to capture any of our guests in the video. Half of the remaining film is dark and out of focus. Also there are multiple pixels out on his camera which can be seen throughout the video. No wonder it took their editors 30 days beyond the 90 day contracted time to get me something. They had nothing to work with.
Upon confronting the company about this, their response was curt and short. Ultimately, they offered a refund if I were to send the order back to them, but when I asked where to mail everything there was radio silence until I threatened a lawsuit. Upon asking again for the mailing address they told me their legal department said a refund was not needed.
This report was posted on Ripoff Report on 05/12/2016 01:33 PM and is a permanent record located here: https://www.ripoffreport.com/reports/film-monkey/nationwide/film-monkey-rebecca-portman-and-christopher-portman-failure-to-perform-even-basic-contrac-1305210. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#3 Consumer Comment
ABSOLUTELY DISAPPOINTING !!!
AUTHOR: Andy F - (USA)
SUBMITTED: Tuesday, February 28, 2017
BEWARE OF THIS COMPANY !!! The worst vendor we have ever dealt with, period. Not only are they terrible with customer service, they have not delivered all the items within the stipulated time in the contract as promised.
In the beginning, their communication via email was prompt as I imagine we are new business for them and they quickly offered us a contract to sign and advised us to pay as soon as possible for VIDEOGRAPHY. We completed the transaction and entrusted them to plan accordingly.
A couple of months before the wedding date, we emailed them several times and we did not receive any response. After about 2 weeks, we receive a standard Questionnaire form for us to fill up all the details of our wedding so that they would not miss anything (I guess and hope). Talk about being cold and having no customer service. I saw this as a red flag and started checking online for recent reviews on them, boy was I shocked with the similar treatment they gave others (and probably worse).
Just before the wedding, we feared the worst as Chris and Rebecca did not respond to any of our enquires like: Who is our videographer ? What time will he / she be there ? What is the contact details ? These are BASIC and FAIR questions to ask but we did not get anything. ONLY ON THE WEDDING DAY, WE KNEW OUR VIDEOGRAPHER EXISTED as the ambiguity towards Film Monkey’s services plagued us during the wedding week.
In the end, our wedding went well and we had a great time :) The videographer seemed like he knew what he was doing and we hoped for the best. After the wedding and honeymoon, we contacted Film Monkey via email and Facebook to get an ETA on when the items would be sent. Here are the items promised in the contract to be delivered within 90 days (not business days) after the wedding date:
- 5 Minute Highlight Film (online)
- Full Version of Film Posted Online
- 4 Fully Edited DVD or Blu-ray (60 Min.)
- Keepsake Engraved DVD Case
- FREE RAW FOOTAGE!
- FREE 8 INCH HD VIDEO FRAME WITH YOUR HIGHLIGHT PRE-LOADED TO DISPLAY IN YOUR HOME!
They deflected any concrete answer for an ETA and just pointed us to the contract. So, we waited patiently for the items to come in. After 90 days, we sent a Facebook message to them to ask where are the items. To our surprise, they have a NEW CONTRACT which is advertised on their website stating that all 2016 weddings have a 90 business-day turnaround time: https://www.filmmonkeystudios.com/terms-conditions. Therefore, Chris / Rebecca said our final date would be 25th Feb, 2017. When we saw this, we called bullshit on it but decided, hey, let’s just wait a bit more for the final package. What the heck right.
Less than 2 weeks before 25th Feb, guess what, the package from Film Monkey arrives with 3 DVDs, 1 Blu-ray and the Keepsake Engraved DVD Case. Where is the 5 Minute Highlight Film ? Where is the Full Version of Film Posted Online ? Where is the FREE RAW FOOTAGE ? Where is the FREE 8 INCH HD VIDEO FRAME WITH YOUR HIGHLIGHT PRE-LOADED TO DISPLAY IN YOUR HOME ?
We played the DVD and Blu-ray and to our horror, the videos were not well made. Many short videos compiled together with people’s heads being cut off, zero focus on what’s actually going on and no proper editing. Honestly, the videos made by our guests were far superior than this and the editing skills were inferior…nothing like the ones on Film Monkey’s website...ABSOLUTELY DISAPPOINTING !!!
Infuriated, we called, left voicemails and wrote a stern email to them demanding an explanation. They said that editing constitutes as simply joining all videos and adding the Film Monkey logo intro, and this was done by one of their best editors. WTH !! We currently have a case with MasterCard / PayPal and will be pressing charges based on breech of contract and false advertising (100% satisfaction guaranteed on their website).
Funny thing was when Film Monkey knew about this, CHRIS immediately shared with us a Dropbox link to the raw footage…LOL !! With all that has happened to us, we will not settle until we receive a full refund from these fraudsters. For everyone that is going through this ordeal with Film Monkey or have recently gone through this, our advise is please do not give up and lodge a complaint with Visa / MasterCard / PayPal / BBB / social media.
#2 Author of original report
Situation Resolved
AUTHOR: - ()
SUBMITTED: Friday, May 13, 2016
The situation has been resolved amicably. They have done everything they can to compensate us and I withdraw my statements and wish Film Monkey the best in all their future business endeavors.
#1 REBUTTAL Owner of company
Fake and Dishonest Review
AUTHOR: Film Monkey - (USA)
SUBMITTED: Thursday, May 12, 2016
Thank you for your feedback, however, we do not recognize you as a client by your name nor did you leave a wedding date. What you have posed in your review sounds nothing like an actual client experience with Film Monkey. Please contact our legal department so we can speak to your further. Our phone is 800-290-9914 or legal@filmmonkeyweddings.com
Thank you,
Rebecca Portman, Owne
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