PLEASE FIND BELOW THE EMAIL CONVERSATION THAT I HAVE HAD WITH THE MANAGER OF THIS COMPANY WHO HAS REFUSED TO GIVE ME TH CONTACT DETAILS OF THE OWNER AS I BELIEVE THEY SHOULD BE AWARE OF THE EXTREMELY BAD SERVICE THIS COMPANY CAN GIVE.

 

PLEASE READ RIGHT TO THE END TO SAVE YOURSELVES A LOT OF DISTRESS AND HEART ACHE.

 

FIRST EMAIL:

 

"To whom-ever-it-may-concern:

 

Please forward this on to Senior Management:

 

I would like to make an official complaint.

We had been sorting the details of our wedding with two separate people/departments:

 

1)      Margarita was dealing with the general wedding details and she put us in touch with

2)      Lupita was dealing with the photography side of things.

 

We paid up with Margarita on 2^nd October once we had received her final purchase order.

I then received the final purchase order from Lupita confirming our photography order of 2 Moments that Matter.

 

I confirmed this again with Lupita on 10^thOctober, it was at this point that I received the email advising me that:

 

“Starting October 07th, 2013. Ms. Lupita Sanchez is not more working with us, please contact Ms. Alejandra Garcìa at email [email protected] in order to get assistance.”

 

To ensure that we still had our photography coverage as agreed with Lupita I then emailed Alejandra Garcia, I received the following reply on Thu 10/10/2013 22:18:

 

“RE: L657359 - BLAKE&JOHNSTON  OCT 26/2013 MOON PALACE               2:00pm”

“I have booked for you 2 Moments to remember for 899 USD to cover from 2:00 to 4:00 PM”

 

What happened next was very disappointing and has caused us a lot of inconvenience and distress.

 

On the day of our wedding no photographer turned up!

 

Rather than distress my wife to be I had to give one of my guests my digital camera and a quick crash course in photography. This meant that the guests couldn’t fully appreciate the day as they were concerned with getting us images so that we could remember our special day for years to come. I dread to think what state we would have been in if we had not bought the number of guests we did or the camera equipment I bought with me.

 

When we broached the subject with Alejandra Garcia I felt that there was a server lack of communication. We went to see her on Thursday to find out what went wrong when we had it in writing that she had booked us in. We were advised that she would speak to her head office and get back in contact with us. Also rather than dealing with the complaint we were initially challenged as to why it had taken us so long to come and get in touch with her. This was not the best service as we were there to enjoy ourselves/wedding/honeymoon and do the trips which we did that week which didn’t allow us time before Thursday to follow this up.

 

A day of two later we still hadn’t heard anything so we again went to see her. We were offered a shoot on the beach, which as you can imagine given the distress and heartache this had caused myself and my wife, this wasn’t good enough. I asked her to speak to Zaray to come up with something more appropriate in the was of financial compensation for this unforgivable error. We were advised that she would speak to Zaray and would speak to us on Monday. Monday came and went and nobody had contacted us.

 

I find it very disappointing that we had to chase the photographer twice, while on our honeymoon, and 3 times she had not done what she said she was going to do.

 

I would appreciate a quick and thorough response to this email.

 

 

THEIR REPLY

 

Dear Keith & Samantha,

 

First of all, I would like to apologize for any inconvenience that this situation may cause to you, it was not our intention to create this. After have received your email, I personally follow an investigation in order to get all of the information and give to you an response, my apologies on the delayed time.

 

In reference to the emails that you send to Ms. Lupita Sanchez first and later to Ms. Alejandra García, certainly, Ms. Alejandra García confirmed that she received your email, but once that you arrive to the hotel, you never asked for her or contacted her in order to reconfirm the services, it is a normal procedure that once that bride & groom have a meeting with their onsite wedding coordinator, she verify all of the services and ask for the photo services and we never received such information on this, for this reason, you never signed a purchase order, receipt and the service was not charged on your account.

 

Even do the day of the wedding, you mentioned that the photographer did not arrive, we did not received a call from the wedding coordinator asking for this, which confirm that the service never was confirmed at all.

 

For all of this reason, any compensation can be given to you, do we did not fail on provide our services.

 

Once again, I deeply apologize for this situation and,

 

Best regards,

 

Francisco Aviles

 

OUR REPLY TO WHICH WE HAVE STILL NOT HAD A SATISFACTORY RESPONSE.

 

Dear Francisco,

 

Many thanks for your reply. I must say, as you can imagine, I find this reply to be very disappointing. The onus should not be on the Bride and Groom who are there to enjoy their once in a Lifetime day and holiday, to chase after the previously agreed services.

I would like you to escalate this complaint as this outcome is in no way favourable. In the UK if you receive an email from a photographer, of which I am one, stating:

 

“I have booked for you 2 Moments to remember for 899 USD to cover from 2:00 to 4:00 PM”

 

We had also received the purchase order prior to the wedding day which I enclose for you at the bottom of this email, which makes no mention at all of it having to be paid prior to the day. It also mentions:

 

“The services listed in this form will be official only if we received written confirmation from the bride and groom”

 

You received our written confirmation therefore the services were official and in place, yet they were never provided.

 

That is a contract between the supplier of the service and myself. Regardless of any meeting taking place before the actual day, anyone of sound mind would expect that given the above statement, the photographer turns up at the allotted time on the allotted day.

 

This didn’t happen.

 

If a meeting was supposed to take place between the photographer and my wife and I prior to the wedding, do you honestly think that it is good business practice that if Alejandra had not heard from us prior to the wedding that she would contact ourselves. The lack of communication both before and after the wedding was severely lacking. Her company stood to make $899 from ourselves and through their lack of competence they do not seem bothered by this. This is not the way to run a business.

 

As for the wedding day, do you really think again that the onus is on the bride and groom who have a lot of other things on their minds that day, to chase around the photographer. We had to make the best with the tools we had and as such it had a big impact on our day. You indicate that you did not receive a call from the wedding coordinator when we made her aware of the photographer not being there. You now make it sound like it is our fault that this didn’t happen. I find this very disappointing.

 

If you fail to put forward a viable solution to this very bad mistake, words used by lady who was staffing your front desk at the wedding department, then I will have no alternative but to take this further.

 

We are not after a refund of charges as none were taken, we a looking for the offer of compensation for services not received.

 

There was a written contract in place, an offer was made and an acceptance in writing. This was made by two competent people. A contract doesn’t always have to be signed to make it binding, it can even be oral..

The remedy for breach of contract can be "damages" in the form of compensation of money or specific performance enforced through an injunction. Both of these remedies award the party at loss the "benefit of the bargain" or expectation damages.

 

We are the party at loss here as the expected photographs we will never have to look back on in years to come.

 

I appreciate your time on this matter and will await your reply

 

 

IF YOU HAVE TAKEN THE TIME TO READ TO THE END OF THIS THEN YOU MAY HAVE JUST STOPPED YOURSELF FROM EXPERIENCING A LOT OF DISTRESS ON ONE OF THE MOST IMPORTANT DAYS OF YOUR LIFE.

 

I WOULD STRONGLY URGE YOU TO SEEK PHOTOGRAPHIC SERVICES ELSEWHERE