Rhys Ladhani Media

Caitlin, thank you for sharing your feedback. We genuinely want every couple to love their experience with us, and we're sorry this one fell short of your expectations. That said, we do feel it's important to provide some context for couples reading this. The processional was not missing footage. It was an assembly oversight in the full length ceremony edit that was identified, corrected, and delivered to you at no charge. We had full coverage of the processional from the moment it was captured. The speech excerpt was chosen because it was well received in the room and reflected the lighthearted spirit of the moment and the playful tone of the best man's speech. When you let us know it wasn't something you wanted represented in your film, we replaced it without hesitation and at no charge. Beyond those corrections, we also incorporated your husband's dance with his mother into the short creative film, which falls outside the scope of your contracted deliverables as a creative preference, again at no charge because we wanted you to love your films. We also applied our clarity, detail and resolution enhancement upgrade to your highlight and teaser as a complimentary addition to your package. Regarding the teaser, delivering it separately at that stage of our production schedule would have required us to interrupt active projects, ultimately adding more delay overall. The decision was made to deliver it alongside the final film in the interest of keeping production moving efficiently and maintaining the quality and finish our couples expect. Regarding our videographer's arrival, Luis was not late. Groom prep ran longer than the allotted time in the wedding day timeline, and Luis made the professional decision to stay and finish capturing the gift exchange between Matt and his mother before moving on to Bride prep. That is exactly the kind of judgment we expect from our team, prioritizing an important moment over a rigid clock. On the audio adjustment and the black frame, both were identified and corrected promptly. The audio was an unintended result of an EQ adjustment made to improve voice clarity across a wider range of speaker/home audio setups, not an oversight in the original mix. We reverted it as soon as it was flagged. The black frame was an upload issue and was corrected with a simple re-upload. We take quality seriously at every stage and both were resolved as soon as they were identified. We want to address the communication concern clearly. You received notifications at each of our seven production stages, and when our timeline shifted, we reached out to keep you informed. We are a working production company filming weddings on Fridays, Saturdays, and Sundays. When a specific milestone has been committed to and work is underway, following up every few days does not change what is happening in the edit bay. It simply means we are responding to the same question before anything has changed. The timeline was longer than we would have liked, and we own that. Our contract does outline that peak season production can extend to six months, and the additional revision cycles, each requiring our full finishing process to be repeated, contributed to the final delivery date. Quality is always our first priority, and that means we will never rush a couple's films at the expense of the finished product, regardless of the pressure to do so. We remain proud of the work and hope the films bring you joy for years to come.