“Kept getting different responses every time I called. Was told we would get called back but never received any calls. Half of video transfer is missing. Was told they were working on it and would receive call back. never happened. Sent an email requesting to speak with company owners. Never received a response. I would not recommend this company.”
“I requested a CD to be made of an album that had six (6) songs on each side. What I received was a CD with one long track for each side, not individual songs separated out into track01, track02, track03, etc. So if I want to hear song #5 from side A I need to listen to song 1, 2, 3, and 4 before I get to song 5. Inserting into my CD player gives me not only 12 songs across only two tracks but the scratchy sound BETWEEN the songs as well. VERY disappointed in this formatting, and i feel a Middle-School student could have done a better job. From the time I shipped to the time I received it back you had 60 days to work on this and this is all you can come up with? Never does anyone get a CD of music that isn't separated into individual tracks, it's not something that a customer should have to ask for, it's that common. And at $100 to do this it would have been cheaper for me to buy a turntable and rip this myself. The label on the CD doesn't even list the songs, let alone in their order, so without the original album cover there's no way to know which song is which. The cheap CD case doesn't even have a place to put a printed sleeve.
There is no way I would ever recommend your services to anyone and there's no way I would call this a professional job. You should be embarassed.”
“I sent a follow-up item to an existing order thinking it was safe, but EverPresent lost a page in a sensitive document and I had to call and email dozens of times to hear changing stories until finally they claimed they didn't process it (even though it was in a new box) because my payment didn't go through and no one ever told me. They did admit fault and was willing to pay but I never got the check in the mail after weeks! The president did pay me via PayPal but other members of the staff? Not a word of explanation. Don't know what happened to that check but shows they have in my opinion, a serious process, communication and possibly physical security issue. DO NOT USE THEM UNLESS YOU TRACK EVERYTHING VERY CAREFULLY ON YOUR OWN AND ARE ON TOP OF THEM THE WHOLE TIME. All I got was a bunch of scans of my pics (not even paper copies!) which you can do yourself going to a Fed Ex Office or even a good public library. Don't spend the money and share with them your personal stuff. It's way overpriced and a security risk. Since I don't have proof they are responsible losing it and I don't want to hire police or lawyer (I'm too poor and busy), I will leave it to you to decide the truth. I also did report this to BBB.”
“I contacted this company about a large project involving a thousand DVDs. During my initial call two weeks ago, I was promised that a formal proposal would be emailed to me “shortly.” No estimate was provided, just that promise.
After hearing nothing for two weeks, I called back yesterday and spoke with the same representative. Instead of a proposal, I received excuses for why it had never been sent, along with a renewed assurance that it would arrive by end of business. That deadline passed without any communication.
This morning, I called again to confirm that the proposal had at least been sent to the correct email address. I was then told, yet again, that it had not been sent at all.
At this point, I have serious doubts about this company’s professionalism and reliability. If they cannot manage a simple quote or meet their own promised deadlines, I fear their actual product and service would reflect the same lack of care.”
“All communication was poor and frustrating, could not understand broken English. Initial costs were acceptable, then after I made payment, an additional charge for tax was charged to my card without authorization. The VHS copies of my films I had made years ago were of similar to better quality.
Thought I was getting some AI enhanced digitizing. Stupid me.”
“The 8 mm reels were clearly labeled for correct and chronological order and the first one was from 1970 and the 1959 and 1958 and now they are all spliced together in a chaotic order. Plus. 3 of the reels were not digitized but sent back with no explanation
Very poor service!!!”
“Both a family member and myself called and reached out about downloading issues.
The person we spoke to was very inexperienced and had no comprehension of what we were trying to achieve Hard to understand what was being said. If in future we need, we will use another company”
“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!!”
