SPOKANE, Wash. – We are in prime season for special events. Whether it’s graduation, a wedding or even just a family gathering, a photographer is a crucial part of capturing life’s most precious moments. Once you find and book one, you’ll likely have to sign a contract and pay your deposit, but what protections do the consumers have if the photographer doesn’t hold up their end of the deal?

“We are not the only ones who have important photo moments,” Keri Elkins said. “This is something we don’t want another family to have to go through.”

Keri shared her story after she said a family photographer stood them up not once but twice, missing an incredibly important family milestone.

“It is a lot of money and this may be a side gig for (a photographer) but to us, this was really important,” said Keri Elkins.

Keri so badly wanted the precious moment her youngest child was officially adopted into their family of eight frozen in time. A Spokane County judge was set to make them complete and she wanted to capture it all.

“Making a special moment out of that and kind of cementing that is really important to us,” she said.

She’d worked with family photographers before, and a new one was recommended. Keri did her homework. She saw the photographer’s photos and particularly loved how she captured adoptions.

“We did a lot of research,” she said.

Keri filled out the contract and paid the deposit. But on the day of her youngest child’s adoption, she says the photographer was nowhere to be found.

“We all waited about 30 minutes before we started because we anticipated our photographer was going to show up,” she said.

The proceedings had to go on.

“I want to try to think the best of someone, I’m texting her saying we are in courtroom so and so we haven’t seen you yet…and no response,” she said. “Finally, the next day, she said, I didn’t get any messages.”

The photographer said there was an issue with her cell phone, and quickly refunded Keri’s money.

“I thought okay, it was a mistake and that happens,” she said.

So, the family suggested a do over. Once again, Keri says she paid the fee and got her family of eight camera ready here at Manito Park.

“Same outfits, did all the hair, little boys running in the dirt, trying to keep everyone clean,” she said. “We waited about an hour and she didn’t show up again. I thought what in the world.”

Later, she got a response.

“She said I’m sorry I was in a car accident, I’m really sorry… I’ll get your deposit back,” she said. “Now it’s been about a month and half, we have been back and forth on text messages and emails.”

And as time ticked on without that deposit sent back. She called our Help Me Hayley.

“I thought, we signed a contract saying we will be there, we will deposit our money but what happens to us,” she said. “There was no contract for us saying, what if you don’t show up?”

A valid concern, and one the Better Business Bureau says they know many consumers looking for a photographer share.

“Do the research,” Dale Dixon with the BBB said. “Make sure they have a good reputation, that they are responsive.”

Next, Dixon says read reviews on multiple platforms, not just the photographer’s website. Google them. And if at all possible, try to connect with former clients directly to get their honest feedback.

“Did they deliver exactly what they promised, were they timely, any surprises,” Dixon said of questions to ask.

And finally, use your credit card to make disputing a charge for services not rendered.

In the end, Keri’s bank helped her recoup the money but said it’s possible the photographer will still walk away with their money as they don’t always pursue the lost funds.

We did reach out to the photographer in question directly through their website but never heard back. We were unable to verify if they are still operating and seeking new clients.

A freelance photographer who works at KHQ heard about this incident and stepped up, offering to photograph Keri’s family free of charge.