How do I contact the Haven Media Services?
Bad weather the day of your appointment?
We will visit a property rain, snow or shine, unless in an unusual circumstance where for example the weather might make it dangerous to travel. In this case, you will be notified and informed of our available appointment times in which you could reschedule. Please note: many of the services (such as floor plans, plot plan, interior photographs, etc) that we render at a property visit are done inside in which the weather would/might not be a problem or negatively effect the photos. We also use an extensive editing process (which can for example, lighten/darken a photograph, add contrast, adjust colors, etc), or advanced image editing/composition (in which a blue sky, green grass, etc can be added to an image). For examples, click here. However, if you would still like to cancel your appointment, please give us a call at 877-777-9957 x705.
Can you bill me less because I provide, or you already have, a floor plan?
This is one of those situations where things are not always as they may seem. There are many considerations to why we do not, including:
– Most importantly/relevantly, part of our default pricing reflects our passing along savings from an efficiency achieved by not having to lose billable service time talking about a special “situation”, setting custom pricing/credits in our billing system, and/or similar. By keeping things “standardized” we are also able to ensure quality in service. When one thing is different, this can throw off other things in our system/processes.
– The only thing we really are not doing is sketching (if more than measurements are provided), which takes the least amount of time. We still measure, etc. In the case of an architects plan being provided to us, sometimes it takes a lot longer to get through all their extra details (numbers/lines/etc) than it would have just to sketch it ourselves, etc.
– In nearly all cases, we need to recreate the previous floor plan. Whether it be because we do not have source files for it, or it is simply not up to current standards.
– In a lot of cases we have to spend time to adjust a floor plan to reflect your standards, whether it be naming of rooms/areas, or what is featured in/on the floor plan.
– In the case of our having done the floor plan for another customer, we believe it is fair to all customers that one not invest less than another on the same property and if we save any time, it could possibly help offset the cost of our storing/archiving/etc files.
– There are items not related to the measuring and recreation, such as creating a document and attaching it to your MLS listing.
The home has been staged, etc, can I get a reshoot without paying the full price?
Yes, we offer a property revisit package which includes 30 minutes of photographer time and 25 roundtrip miles, as well as any image editing service(s) associated with or remaining from original package ordered for the respective property (including an additional proof with newly edited image(s), images for mls and integration into your web site (if applicable), etc). Verification of floor plan measurements and/or changes that might have been made since the original visit is also included at no additional cost. The price varies depending on the original package ordered for the respective property ($50 off original price). Please email us to request this option.
Do I have to email a request/response to my proof? Can I verbally provide changes?
Yes, we need all requests/responses in writing.
Can you send me a proof prior to receiving all of the content/materials?
Yes. Email a request specifically asking for a proof to be sent despite us not having all of the anticipated content/materials. We will not, however, send a proof in response to any question(s).
Please note, per our product/service specifications, there is a certain number of proofs included at no additional charge with any order. Thus, you may not want to utilize one of them on something that is only partially finished (due to our only having some of the content/materials).
By default, we only create a proof once we believe we have all of the necessary content/materials and they have been integrated (we integrate as we receive), and then we “automatically” send it without a specific request being made (once a proof is created).
When and how will I receive all of the photographs taken at the property visit?
A proof email will be sent upon rendering of items/materials from the property visit (photos, floor plans, tours, etc). This proof email will include a web link to all materials from the property (high resolution images, formatted for MLS images, digitally recreated floor plans, etc) which is accessible 24/7 for no longer than 5 years.
Can I receive all of the photographs before approving anything?
Yes, in special cases, we can send photographs before a full proof is sent. This is upon request and under the discretion of the photographer.
How long will it take for my modification(s)/approval to be completed?
Please note, everything we do is in queues (there are no “special” requests/sorting of them). Regardless of when something is needed, it will always be done ASAP. On average it will take your request 2 business hours to make it to the top of the “queue” (be the next request “in line”). From there, based upon whatever your command/request(s) may be (a modification request, or an approval) will determine the additional time before it is completed.
Can I make changes after I have approved my order?
Yes, however, any changes requested/made post approval is/are billed as an update request.
Why does the lighting fixtures in the night shots have so much “glare”? Why do the lights in the night shots look too bright?
If the appointment is scheduled later in the evening when the sun has already fully set, the exposure must be significantly increased in time (30 seconds to, often times, a couple of minutes). The exposure has to be such a long time to gain details in the shadow areas (where there are no landscape or exterior lighting sources, ie. the roof, side yards etc.) as to avoid large areas of black in the image. However, in having such a long exposure the lights that are present in the image appear to be brighter than what one would see in real life. This effect is edited down as much as practical/possible with our post production editing techniques of blending two or more images at different exposures together. The later in the evening the appointment is scheduled the more difficult it is to edit the glare out of the images, as the difference in exposure from the landscape/exterior lights to the shadow areas becomes more and more drastic the darker/later in the evening it gets. PLEASE NOTE: Ultimately, we can make any light (or similar) look like anything (have no glare). However, it is more a matter of time/cost. For example, within each brochure order you have a limited amount of advanced image editing and image compositing time included at no additional charge. In the end, it often cost a lot less to have a different photograph to “start with” than to try to make another photograph something it is not. To get a rough idea of time/cost for advanced image editing and image compositing for something, please give us a call.
If another agent is selling the same property in the future, are they able to just utilize all that I paid for?
No, similar to most wedding and other types of photographers/etc, our work is covered under copyright protection. Only the party whom paid for the work is licensed to and can legally utilize it. We can extend a license to a new party at no charge, upon emailed request of/from the paying party. After this takes place, files/information that we previously provided can be distributed to (and utilized by) the new party from the paying party. Or, if the new party would like us to gather/provide and/or make ANY upgrades/updates to previously completed work, we would treat the property as a “relist” for the new party, where they would get our full service(s) at a discounted rate. If we are not sent such a request from the paying party, the new party would be required to pay full/regular pricing for services that they would like to take advantage of, just as you did.