When Faten Edris and Shoroush Aghigh got married 2.5 years ago, they hired a videographer to capture their memories.
The video was especially important to them because Edris' father was in Iran and could not get the necessary documents to travel to the U.S. in time for the wedding.
"We wanted a videographer for that so he could see every moment, even though he wasn't there," Edris told NBC 6 Investigators.
The couple hired Blue Poem Studios of Miami, owned by Richard Acosta. But more than two years later, Acosta had not produced what he'd promised, a highlight video and an edited wedding video.
The Aghigh's called him repeatedly, finally hired a lawyer who threatened legal action and filed a complaint with the Better Business Bureau. Finally, they turned to NBC 6 Investigators and asked if they could help.
When Acosta failed to return phone calls, an NBC 6 producer tracked him down. He said he could explain.
"About a year and a half ago, we started having some issues with software that were affecting some of the deliveries we were making," Acosta said. "That actually halted production for us for a few months and that's when the backup really started to occur."
Acosta said the problem had been fixed months ago, but the backlog of videos persisted. Finally, when NBC 6 Investigators told Acosta the story was going to air, he sent the Aghigh's a link to a highlights reel and sent the wedding video via FedEx the night before the scheduled broadcast.
"The responsibility ultimately lies with me," Acosta told NBC 6.
Acosta misspelled the groom's name throughout. The couple also objected to video glitches and what they described as choppy editing where one shot jumped to another instead of transitioning smoothly. They said they plan to have it re-edited.
However, the couple said they were happy with the wedding video and thrilled to have the video after all this time. They credit NBC 6 Investigators with getting Acosta to finally give them their video.
"Thank you for making this happen for us after two and a half years," Edris said.
"It's a relief, absolutely," her husband added.
The Aghigh's paid Acosta nearly $2,700 and consumer advocates said that's part of the problem. Once you've paid for a service in full, you have no leverage to make sure the job is completed.