Hi Rebecca,
Thank you for sharing your experience with us.
We understand how important quality is, and in our line of work it is subjective as we work to preserve the memories that come along with anything we're able to digitize. We don't make decisions about what should be deleted vs enhanced as clients have different preferenecs.
This is why we've established standards based on years of experience working with client materials that align and sometimes exceed industry standards. At the same time, we recognize that each client may have different expectations, which is why we offer additional services such as Image Enhancement and Advanced Image Retouching to help meet specific needs.
Our team will be in touch as soon as we've reviewed your archive with potential next steps. Please keep an eye out for one of us!
“I had a VHS tape copied to digital. The result was watchable, although the tape was old. My complaint is with their horrendous customer service. Communicating with my project coordinator was like having a dialog with a chatbot. I had to keep a log of all my attempts to get her on the phone, but that only happened once: when she called up front to get me to pay for the project. And, even then, it took 9 days after they received my tape to call with a quote. I sent my complaint to the Customer Service Manager and never received acknowledgement, let alone a response.”
“Clearly this is more of a mass production operation than personal service which they claim. Their customer service is (my guess) in the Philippines, very nice but the VOIP is aggravating. My songs could have easily been split up to individual tracks which I paid for but was not offered a credit. And they mastering capabilities or (care of effort ). Were terrible.”
Hi Bob,
Thank you for sharing your feedback. We will review all of your communications with our team to see if there were opportunities to better support you, and we appreciate you bringing your concerns to our attention.
To clarify our audio conversion service, track splitting is available for an additional cost. For commercially produced recordings, we offer track splitting at $10 per item. For all other audio recordings, splitting tracks requires manual clipping which we offer at an hourly rate of $100/hr and with the timestamps from you on where to split.
Regarding quality, all audio items we digitize receive manual adjustments from our team as part of our standard process. We take special care with each item, knowing they are often fragile and subject to degradation over time. That said, the final outcome is always dependent on the condition of the original source materials which we set expectations for via the quality letter.
We’re sorry to hear this experience did not meet your expectations, and we’ll use your feedback to continue improving our communication and services.
Thank you for your business,
The EvePresent Team
“When I dropped off my film I was told the cost would be $300-$360. I was shocked to receive my credit card statement of over $500. I was never contacted about this increase nor would I have gone ahead with the project. I felt this was very deceptive.”
Hi Sheila,
Thank you for your feedback! We’re sorry to hear that there was confusion around pricing, and we appreciate the opportunity to clarify our process.
When you dropped off your materials at our Braintree location, it’s important to note that this location serves as a trusted partner for drop-offs and pickups only. They are not part of the EverPresent team and do not speak to our pricing or process. Any quote shared at that point did not come from us and was not accurate.
Once your project arrived at our headquarters in Newton, you had a consultation with one of our Consultants to confirm the exact services you were looking for per our standard process. The $500+ payment made reflects the scope of work approved during that consultation - for example, we confirm number of copies, enhancement services, etc. Additionally, since we offer no obligation quotes, we only require payments when a project is approved by you for next steps.
We understand how important cost transparency is, which is why we take time during each consultation to explain available options. We offer a wide range of choices to suit different needs and budgets - ultimately, the final cost depends on what each client chooses to include.
We hope this helps clear things up and thank you for your business.
Warmly,
The EverPresent Team
“It was very expensive!!! $100.00... for 2 tape conversions....& it took 2 months to get back!!!...not the companies,fault,but their was also corrosion in both tapes too..which I didn't see..even though they were kept in climate controlled housing for almost...40 years!!!”
Thank you for sharing your experience with us. We understand how important your memories are, and we're sorry the process took longer than expected. Tape degradation, especially after decades of storage, even in climate-controlled conditions, can certainly pose unexpected challenges, which may impact both the timeline and the quality you receive.
Our goal is always to preserve your memories with the highest care, and we appreciate your patience throughout the process. If you have any further concerns or questions, we’d be happy to speak with you directly and explore how we can better support you in future projects you may have.
Thank you for your business and trust in us,
The EverPresent Team
Thank you for reaching out. We haven’t seen any calls or emails come through using the contact information we have on file, but we’re more than happy to help resolve the issue you’re experiencing. A member of our team will be giving you a call shortly. If we’re unable to reach you, we’ll follow up with an email to ensure you’re supported.
We look forward to helping you enjoy your project on our app.
Thank you for choosing us,
The EverPresent Team
“Everything was fine, than the website. Very outdated, flagged for a Trojan virus, and wouldn't even load the files. I had to exclusively work with the app on my phone to download and then re-upload to my Google Drive to see them on my computer.”
“We have had a terrible experience. We waited 14 weeks to receive our product. We made numerous calls and sent multiple emails, none of which were answered. After 14 weeks a manager called because "found" our product. Kate was very helpful in resolving this, but so much damage had been done it was just too late. Recently I asked about purchasing a USB flash drive. Again, I got a confirmation, but no follow up. The communication with your company is deplorable unless you want payment. I'm still waiting for a call or email regarding a USB drive. It's sad, because I have more tapes but I guess I'll have to look elsewhere.”
“I would be leaving a 5-star review if not for one major issue-l'm still, even after two months, painstakingly removing dust and scratches from every single digitized negative. What frustrates me most is that I was never warned this could be a problem. Had I known, I would have cleaned my negatives beforehand. Aside from this, I'm happy with the service, but my experience was overshadowed by the disappointment of seeing my digitized images covered in white specks. A simple heads-up would have made all the difference.”
“The customer service people were personable and professional at all times. I paid $45.00 for extra quality control, but I had to edit many of the images to return them to their original quality. Faces and other features were obscured, and colors were washed out. I generally write responses that are positive and appreciative, but in this case I felt it important to be honest.
John”
“I did not have the success I was promised. I called, and emailed the company. A supervisor called me back and told me they were sorry I was not satisfied, but there was nothing they would do. I was dissapointed.”
“When I spoke to Paul before my 5 tapes were converted to DVDs he said it was no problem to make one tape into 2. Picked up order it wasn't done. I reached out and he said that would cost an extra 150.00. Never mentioned when we had spoken. They should have fixed this for us. They had no intention of fixing. Keep your customers happy! Will not refer EverPresent to anyone. Very disapponted”
“Sent 7 cassettes. Some music, some interviews.
The sound was sped - up and cropped.
The voices sound nothing like what originally was sent. Was to receive 7 CDs for 7 tapes. Received everything on 2 discs.
They don’t work.
Also, 14 USB’s Was to be a family Xmas present. Too embarrassed to send them out.
This is not my 1st time having sound engineers work on material as such.
Your work was rushed.
I’m out over $800.00-
I’ll have nothing to do with ever present moving forward.”
Hi Robert,
Thank you very much for your feedback and for bringing this issue to our attention. Quality control is very important to us, and for that reason we will be thoroughly investigating the issues you described. A member of our management team will be reaching out to you soon.
Best Regards,
EverPresent
“I was fairly disappointed in the service I got. It was a small job; I had two 8x10 black and white photos that needed to be digitized. I was, though, also checking out Everpresent because I have a trove of old family photos I may want to preserve digitally.
The service took a little more than two months and was fairly expensive for a small job. But chiefly I was disappointed in the result. The technicians appear to have stepped up the contrast in the photos. As a result, some of the white areas are now fairly brilliant but the faces (the most important parts of the photos) are mostly darker and detail is lost. Had I been shown a proof, I might have been able to weigh in, but it was not until I picked up the originals that I could appreciate the difference.
During the long time I was waiting for this job, I received a number of phone calls and emails, mostly with a pretentious tone. I gave Everpresent two stars mostly because I achieved one of my goals, that of checking out Everpresent for my old family photos. I will be taking those elsewhere.”
“I wish I could be more positive, because I love your business concept. However, when I sent in my 210 35 mm slides, I got back 167 of my slides and 43 of somebody else's slide. Your support team is working to resolve the situation, but the fact that this could happen is very concerning on a number of levels, most importantly, privacy.”
Hello,
We can't thank you enough for bringing this to our attention. As you stated, our team is currently investigating the situation, and a manager will be in touch with you personally to discuss the issue further.
Privacy and security are of paramount importance to us, and any potential lapse is taken extremely seriously. Again, thank you for reporting the error when you did, and we will be in touch this week.
Many thanks,
EverPresent
“To be honest I am very disappointed with my movie.First of all it was alot more money then originally quoted.I was refunded about $70 after I complained.Caris was very nice on the phone and extended the date I could share the video online by a month.I am giving the video to my 2 children for Christmas.They are the ones who could help me to view the video on my TV and cant do that now.I called on a neighbor to help and it took hours.I had to buy an adapter for my Mac , but it didnt work. I assumed the movie would be continuous from reel to reel,, but it wasnt.My neighbor had to transfer it to her computer and made it progress on another USB.The film is very dark,I also assumed you would have lighten it.Also for over$600 I thought it might be put to music , that might happen thru my neighbor. I should have just asked someone more teck savy then me to do this for me..I am usually not a complainer, but Im very dissappointed .”
“They charged me substantially more than they quoted, their app is terrible, and tech support is difficult to reach. They don't tell you up-front that the app subscription will automatically renew unless you cancel it. I will not recommend them to anyone.”
