“Photos were not delivered on the time that was promised. And since it was a memorial service it kind of mattered. I’m sure they are fine for normal stuff that you have no time deadline, but if you have a time deadline do not use.”
We're sorry. We missed the deadline for your memorial service photos, and there's no excuse for that — it mattered, and we let you down when it mattered most. Thank you for telling us; it's a mistake we'll take seriously.
“Why are you asking for a review? I still don't have my video back! Not the original, not the thumb drive - and it's been 2.5 months. You said it was done a month ago - apparently it has missed the weekly delivery truck at least 4 time in a row.
Come on guys.”
“If the result was going to be poor and unwatchable, you should have sent it back and told me. That would have been honest. I would have respected that.”
“My project was to clean, enhance and digitalize a record disc from 1942. One side is my Mom singing, the other, some unknown man singing. "Before reading instructions, they determined the project was the man singing" and produced only the wrong side of the disc. When I complained, the project went to re-evaluation, "don't call us, we'll call you". One month later they acknowledged the error, and offered to re-do it, "since you never picked up your order". I had picked up my order and refused to drop it off again, since they lost track of it. I asked for a refund, was ghosted, so my credit card took care of it. If it's important, irreplaceable and you expect customer service by phone or e-mail, go elsewhere...”
“We are not sure how things went off the rails so badly, but we are pretty unhappy with EP at the moment.
First, our completed project was returned in a PADDED ENVELOPE. Why does EP even have these around as there is nothing that should ever be returned in these.
We immediately raised the issue and never received an explanation on how this happened - complete silence. This is a significant failure in their process and quality control.
Additionally-
1. EP did not send us the USB drive with the return of our photos/documents. Again a failure on their quality control. We asked several times for a tracking number or status update and again, silence. It was several weeks before the USB drive showed up. We are unable to think of any reason for this to have happened.
2. We believed we were very clear that some of the matted photos had handwriting on the back, and it was important that this information be captured; this was not done.
3. We looked at the images of the captured photos and are unhappy with the image quality as several of them have distinct shadows from the matte (the old photos were in matted frames and could not be removed). The shadows are from uneven lighting - much like one could get using a hand held camera and a single table lamp. Our expectations were that there would be studio quality lighting, and that was not the case.
We've had EP do other projects for us in the past and were happy, but it is obvious that the company has changed some of their processes and the quality is not the same. Suggest everyone be careful and try and get a written summary of what you are asking them to do.”
“I was quoted $1,552.95 for a digital version of photo albums. Everpresent demanded I pay the entire fee upfront, which I did. Everpresent then billed my credit card without my authorization an additional $241.00. To add insult to injury a week ago they emailed me that my digital copies were available. There are no fileS in my account. I have called 5 times, sent over 7 emails. They keep advising they are "elevating" this issue. Then the elevation team emails me the files are in my aacount and they are not. Everpresent has been paid $1,763.95 and I don't have a single digital album. THIS COMPANY IS A FRAUD.”
“I contacted EverPresent after seeing an ad. Was quoted $21.99 to digitize about 45 minutes of TOTAL video from 2 VHS tapes. Took it to the local "drop-off" location with a sticky note on each tape saying what I wanted copied, as well as filled out a form the clerk gave me. I then started receiving emails with charges of $75 (they said it was $21.99 PER TAPE even though I only wanted a few minutes off each tape, plus a $30 "service fee" that was never discussed before) They refunded the $30, but later tried to add more fees because they said there was over 4 hours of video on the tape! I again reiterated my instructions that I didn't want the whole tapes, just the small sections! New charges refunded. When I finally got the link to view my final project, 1 tape was done correctly, the other contained over 4hours of unwanted video in a file WAY too large to put on a flash drive or email to friends and family! They also wanted $150 to "edit" just the small section of video I wanted, which I know would take about 5 minutes! Have gone in circles with "representatives" and even a call from a supervisor of customer service, but they refused to make this right, and tried to pressure me to remove an earlier bad review I gave them! I will now have to challenge the charges with my credit card company since the "finished" product I received was useless to me (Also never got a USB drive because they claim I hose the wrong package, again even though this was never discussed with me!!)”
“terrible work. I simply needed high quality scans of two 4x5 transparencies, it took them over a month. The scans are completely unusable, too dark in the daarks and blown out in the highlights. and it cost me $100.”
“I am disappointed. First I received an extra charge that nearly doubled the cost midway through the project because I had 5 mini DVDs This was already known to yo at the beginning. Secondly I thought there would be some editing. In fact within the tape were several blank minutes of a black screen.”
“I chose EverPresent because initially I thought I would be working with a local company. I almost walked away upon finding out that the store in Portsmouth NH ships them to a facility in MA. In the end, I decided to give it a try. My first shock was the price quoted as it was much higher than prices on their website indicated. Second issue— no personal contact when reviewing my VHS tapes. I had not looked at them in years and didn’t realize how many old tv shows had been recorded(none of which I cared about) on same tapes as my family memories. I should have reviewed before I dropped them off however, if I had gone with a small local guy, I would have received a phone call asking if I really wanted that stuff. Instead I ended up paying extra because of the length of the tapes. There are a lot of other platforms out there providing the same service as EverPresent at the same price structure such as MyHeritage or Ancestry. I would not send a project to EverPresent again.”
Thank you for sharing this feedback. We are truly sorry that your experience did not feel as clear or as local as you expected, and we appreciate the opportunity to clarify how our process works.
EverPresent is a local brand, and all of our work is done in our own US‑based labs. Our Portsmouth store is a partner store, and your materials were personally transported by our drivers to our Newton MA headquarters for digitizing. We keep everything in‑house because many families prefer to start their project locally rather than mailing their memories to an unknown facility. Providing that option is an important part of how we serve our communities.
On pricing, we aim to be as transparent as possible by listing costs on our website. We also offer no‑obligation consultations so clients can understand potential costs upfront, receive a free quote, and decide whether to proceed without any pressure. We are sorry that this did not come through clearly in your experience.
Regarding the commercial recordings on your tapes, our team can only identify those once digitizing begins. While we would love to notify every client about unwanted content, pausing mid‑process would significantly extend turnaround times. Many clients have waited years to see their memories again, so our goal is to return them as quickly as possible without compromising quality. Even so, we will review how we handle commercial recordings to see where we can improve.
As for alternatives, companies like MyHeritage or Ancestry do not specialize in digitizing and often rely on third‑party vendors for that important work. With EverPresent, the consultation, the digitizing, and the experts who handle your materials are all within one dedicated organization. For families looking for a focused, hands‑on digitizing service, we remain committed to being the most trusted option.
We appreciate you taking the time to share your concerns, and we are sorry that your experience did not reflect the clarity and care we strive to provide. Your feedback is important to us, and we will use it to continue improving how we support families with projects like yours.
Thank you for your feedback,
The EverPresent Team
“They probably will delete this review, but RUN from this company! I chose them for a local drop off site. Was told when I called it would be like $20 for 23 minutes of video I wanted copied. Once they had my tapes the price kept going up and up and customer service in India was always "on another line" and wouldn't call back! Meanwhile the price went up to $21.99 PER tape (since some of the video was on 2 different tapes but a total of 23 minutes) Then it went up to $71, then $93 and they said I couldn't cancel my project even though I never authorized them to start or agreed to this price! Hopefully I will get my tapes/ memories back!!”
“One of the worst transactions I've made. Terrible communications, poor explanation of the process in advance, weak on support, yet always trying to cross sell more services even when you have an active service case. Give them credit, great marketing, I've used another service for years and got sucked in by their slick ads, I didn't pay attention to all of their 1-star customer ratings, just check Yelp. Don't do it. Spent over $2,000, never again.”
“Predatory pricing on their work ($87 to transfer one VHS tape) and their mailing ($36 to mail back one VHS tape). Quality is unremarkable. Service is slow. Always trying to get more time to get things done. I highly recommend another service.”
“The process from start to drop off to pickup took nearly 7 weeks. During which time I purchased a slide/negative scanner, to see what was possible. This was for artwork to be represented on a website so quality was important. When I finally received my work back everything was neatly packaged with lots of promotional ads, ( very slick packaging does not not make up for poor quality work) Dust and scratches were still very visible on each slide. Parts of the artwork were cut off. and the image size was so small that enlargement was not an easy option, fortunately I am relatively competent with Photoshop! Needless to say, The images could not make it to my website. I will be using my own processed images. If time and quality are not critical and convenience and affordability are, then Everpresent is for you.”
“AVOID THIS DODGY BUSINESS! This business is a Kafkaesque nightmare! Especially if you live in the NYC or Boston area, you can get these kinds of services for a fraction of what they charge and without being subjected to harassment for con artists.
After dropping off my materials to be scanned I waited ten days for an email telling me to call them for a consultation. Upon calling I was directed to a call center where they awkwardly read from a script and then put me on hold for an available consultant, before coming back to tell me that none were available and I should call back. The second attempt was the same only this time they took my phone number and said they would call back. Unfortunately I missed the call, I called them right back was put on hold again and was told no consultation was available but to try again tomorrow. Frustrated I emailed them and asked if we could do the transaction by email, the next day I received a call from a “consultant” who was actually just a sales person that didn’t understand the order and wouldn’t listen as I tried to explain what I needed, as she kept interrupting me with upsell pitches. When I finally got through to her that what I wanted was simply two 600ppi scans, she put me on hold presumably to adjust the quote, then we were disconnected. The next morning I woke up to an email from her with an invoice containing services I hadn’t asked for totaling 118.70 and a turn around time of 3 to four weeks. I quickly emailed her back and told her that I simply wanted two photographs scanned and didn’t need all the other things and that if she would adjust the invoice to reflect only the services I needed I would pay it asap. Later that evening she called and left a message saying that the invoice was for exactly what I requested and I should pay it . The I sent her the following email:”Good morning, as I mentioned in our initial phone conversation as well as my follow up email I did not ask for CD/DVD Transfer! (21.99). I also do not need two USB drives (19.99 each)
So if you will kindly remove those charges and send me an updated invoice I will promptly send you the payment.
Thank you.”
After another email I sent them payment of 75.47 for 2 hi reps scans, this included a 50$ service fee!? BUT WAIT IT GETS WORSE, I received no confirmation for payment, instead after another two days I received another email asking me for payment. I promptly emailed them back explaining I had paid and after another day I received another email saying they would check into it in two to three business days. This is where we are now, so go to the ups store or anywhere else but unless you want to get robbed and frustrated beyond avoid this mess of a company!”
“Very poor communication and responsiveness. Problem with work product. Unable to deal with less than perfect 8 mm where other shops had no problem in dealing with and communicating with me about risks and options.”
Hi Peter and Julie,
Thank you for reaching out to us. Based on our notes, your project is ready for pickup at our Great Barrington location as of December 12. We apologize if that message never got to you when we reached out on that day. For the delay you experienced, we've extended your app access so you have time to enjoy your project.
When you're ready to pick up, here's the store information for you which has the store address and hours: https://maps.app.goo.gl/gRHLWXwB7ZkVjZK2A
If you have any further questions, please reach out to us at (617) 505-1132 or at support@everpresent.com. Our team is always happy to help!
Best,
The EverPresent Team
“I did some work with this company and I have no complaints about the work itself, but after a few months they charged me $70.00 and now they are not responding to me anymore.”
Hi Lincoln,
Thank you for sharing your feedback. We'd like to clarify that the payment charged was from the app subscription you opted into during your consultations. We understand that subscriptions can sometimes be overlooked, which is why our team is reaching out separately to confirm your status and provide any additional details you may need.
If you have any further questions, please reach out to us at support@everpresent.com
Best,
The EverPresent Team
“Good afternoon. I am disappointed with the results of the process. Every photo is in reverse order. names are backwards. salutes are with the left hand. Really showed a lack of attention to detail in reviewing the process. How do I get this fixed? Thank you.
Richard Breen
richard.breen@live.com”
Hi Richard,
Thank you for reaching out to us about your project. The best first step to getting this resolved is reaching out to our team directly which we have done in reaction to this review. A team member will be in touch to review your notes and provide you with an update on how we can best resolve your concerns.
Best,
The EverPresent Team
“took forever to get a call and service. Cost was high and difficult. The company is more interested in getting your email and harasing you with emails. Please stop sending me emails. this is the second review that i wrote...because they won't stop sending me emails. I doubt they are reading this one.”
Thank you for reaching out to us about your experience. Per your earlier request, your account has been set to Unsubscribe which means no outreach from us should be happening. Based on our records, our last interaction with you was early November. We're happy to confirm if you have multiple accounts from when you first reached out to us where you're still getting emails from us.
Thanks,
The EverPresent Team
