“The 2 external drives that I bought were not compatible with my computer system.
That’s very frustrating, it was never stated it would not be compatible with certain computers systems.
I needed to buy a different external drive so I could download the files , I had to buy them from Amazon. And it was Amazon that told me that the external drive I purchased from you would not be compatible with my computer system.
The transfer of the movies and slides were great .
It was wonderful to watch these old movies.
I found additional family movies that I’d like to have your company transfer to an external drive but , I feel like I’d have to go through the same situation again .
Not sure it’s worth it. When I had trouble with my first external drive , it was more or less made me feel like it was my problem.
The transfer of movie was great but the fact I had to buy something else from an external source was expensive and frustrating.
I emailed your company about how I watched the transferred movies once but when I wanted to watch them again I was told the external drive was corrupted. I did not do anything, nor was I given any direction. It was more or less told that it was my problem.
I’m looking for another company to take care of my old movies are transferred them to an external drive.
I really don’t want to do that because your quality was excellent, but the other issues really were not great .
I just wish your company was more committed to calling me back to see what the problem was rather than making it my problem.
Hope you understand my frustration”
“i payed 80 dollars to transfer a vhs tape to a dvd i wish had not not done it the dvd is bad bad sound it went from being to lound to not lound enough the picture quality is bad i was not happy with the result”
“You failed to put all film footage on each of the 4 thumb drives as I requested multiple times. I stated this for the third time on a live phone call from one of your employees. Each drove only contained one film footage. Unsatisfied”
Hi Matthew,
Thank you for sharing your experience with us. A Manager will follow up separately and review your concerns for a resolution.
Thank you,
Everpresent Team
Hi Julie,
Thank you for your response! Based on your project details, there are quality issues we noted in the Quality Letter but our team will be following up with more information to learn more about your concerns.
Thanks,
The EverPresent Team
“I clearly, or at least I thought I clearly instructed the person who was handling my project, which negatives I wanted scanned, and also included written instructions. The result was about 60 negatives were scanned that I said not to scan. I didn’t complain, I just paid for everything. I blamed myself for not making it clear enough. It wasn’t a big deal to me. When the project was completed, I wasn’t happy with the quality at all. All the negatives were much too contrasty. I can’t even use them. I thought using Everpresent was worth a try because the prices are so low. I was looking for much higher quality, and you have to pay for that.”
Hi Walter,
Thank you for sharing your experience with us. A manager will be in touch soon to learn more about your specific concerns for a resolution.
You're welcome to give us a call at (617) 505-1132 or reach out at support@everpresent.com, but keep an eye out for an email from us.
Best,
The EverPresent Team
“The price was extremely high and the quality was disappointing. Also receiving a surprise charge on my credit card for return shipping was not appreciated. Customer experience was negative as it took a long time to have a call to discuss what I wanted with a representative.”
Hi Liz,
Thank you for sharing your experience with us.
We understand how important transparency and ease of use are when entrusting us with your materials. With our process, our team will assess the materials we receive and build a basic quote based on what we find. While our team provides a quote ahead of starting a project, there are charges that we can only identify after we've reviewed the actual condition of the project. For example, any repairs or cleaning needed. As for other charges on your invoice, they align with the services you were looking for - adding mp3 files and a USB.
Regarding the EverPresent app access, every order includes complimentary access for 60 days, and if you’d like to continue using any features beyond that included time, you can extend with a subscription at any time. The good news with your order is that you don't need to subscribe to have access to your files since you ordered a USB.
We appreciate the trust you placed in us with your materials and we'll make sure to apply our learnings from your experience to our process to improve.
Best,
The EverPresent Team
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.”
