Business ProfileforComplete Wedding and Events

This is a formal complaint against:Complete Weddings and Events of ************, **.************ Representative ***** and *****.On March 17th, 2021 we signed the agreement under Maigret ********. For five hours of pictures and five hours of video. The complete representative is ***********************. Our wedding was on 10/10/2021 with no issues on that day. On Tuesday, October the 12th at 11:06 am in the morning, I received an email from complete weddings and events stating that we should wait between **** weeks for us to have received our gallery. On November 1st, I received an email from ***** at 5:49 am in the morning with a link to We Transfer with non-edited pictures. He said and I quote I wanted to get this to you as soon as I could. I know that it will be a little long before they go on the gallery, but I know I could not wait for you to have them. You will get an ********** as soon as the gallery is published. Until this day December 6th, 2021, neither one have been published on such a platform. Today December 6th at 1:00 pm I reached out to ***** at Complete Weddings and Events, letting her know that it has been 8 weeks with no news or updates on our pictures and video. She replied with I will definitely get back to you today. Later on that same day at 2:17 pm I received a link to We Transfer with a short 3 minute and 49-second video. In complete and utter disappointment and heartbreak we called ***** and left a voicemail, it is now one hour later, and are waiting for her to reach back out to us to answer the following questions. How is it possible that out of five hours of video taken, which costs us $995.00, to only become 3 minutes and 49 seconds? How is it possible to wait 8 weeks for a 3 minute and 49second video? How is it possible that we paid $995.00 for 5 hours of video when in the contract it never states that those 5 hours would become only 3 minutes and 49 seconds? In the contract, it states Complete Weddings and Events take the utmost care to the capture, editing, duplication, and delivery of the products and services offered. Where is this utmost care? Where is the respect? Firstly it seems to us that they completed the video within the time frame of us sending ***** a message and us receiving the link to We Transfer. Secondly, we feel the need to report this issue to a formal complaint to the Better Business Bureau. Before we sent this letter, we also tried to contact the main agency that appeared to be listed in ******, **, since that is where the representative of the company, ***********************, is listed. However, there is no direct phone number nor extension available to reach her, so we called team leader *****************. Since then we are still awaiting a response.