Rocky Mountain Film Lab – an update on my antique camera film

A few months ago – February 27, 2010, to be exact – I found an undeveloped roll of Kodacolor-X in an old Kodak Brownie Super 27 camera, a camera that was found in a New Hampshire antique store.  I bought the camera with the understanding that something might be on the roll – and that if I developed the film somehow, it would make for an interesting blog post.  Here’s the original blog post.

I searched the Internet and found one place, Rocky Mountain Film Lab, in Aurora, Colorado.  They claimed to be able to develop and scan Kodacolor-X 127 film, and as long as I sent $42.50 ($36.50 for processing plus $6 for shipping) I would get my film back in a reasonable amount of time.

So off the film went.

That was three months ago.

In that same span of time, I’ve sent at least twelve rolls of Kodachrome film to Dwayne’s Photo in Parsons, Kansas.  Every time I’ve had a question, I’ve called the Dwayne’s 800 number and one of their friendly office staff will answer the call and give me as much information as they can.  No, they won’t extend the development deadline for Kodachrome past December 31, 2010.

The average turnaround time between me sending out a roll of Kodachrome and me getting developed slides in the mail is approximately 10 days.  In other words, if I need to contact Dwayne’s Photo for any reason, they’re available during normal business hours and will answer my questions – no matter how many times I call.

Compare that with the fact that three months since I sent my original Kodacolor-X roll to Rocky Mountain Photo Lab, I haven’t heard anything from them.  I’ve called the place a couple of times, but their voice mail was full and wasn’t taking any more calls.  The one time I did reach a human being, she told me that the store had moved, and that I should expect my film to be developed in anywhere from eight to twelve months, due to a high backlog of other undeveloped film on schedule.

That’s right … she said eight to twelve months.

I put the roll of Kodacolor-X out of my mind and started working on other projects.  Then I got a post on that old blog from someone who’s had some prior dealings with Rocky Mountain Film Lab.  Let me share.

Chuck,

Sorry, but you will never see your film again or your money! Over the past they take your money and tell you it will be 6 months to a year for your film. Currently the IRS is after them and there is a lock on the business door.

Check out this link http://photo.net/film-and-processing-forum/005jsk

I too sent a old roll of film to this outfit and they cashed my check but to date I can’t get a hold of them just to ask for my film back.

Sad these people take memories just to make a buck.

So I checked out the photo.net listing.  And boy oh boy, this company has had issues with their customers going back to 2003!!

Let me share a few choice posts with you.

Harry Johnson , Dec 17, 2007; 01:45 p.m.

NEVER UNDER ANY CIRCUMSTANCES SEND FILM TO THis company!!! I sent two rolls of ECN II film to them on 5/18/06 and they still haven’t processed it as of 12/17/07 (19 Months). I’ve had numerous phone conversations with them…and I always get… we’ve had machine problems; it’ll be done in the next two months; or it’s set to run in our next run!!! Don’t send anything to these people unless you want your film to disappear. I’ve requested that they return my film to me…which they reluctantly agreed to, after stating they were the only ones in the world who could develop it, and if that was my decision! Secondly, they stated it would take two weeks to “Pull” my film? I will be filing a complaint with the Denver Better Business Bureau. However, I after the fact, have discovered that they already have an “UNSATISFACTORY RECORD” with the BBB. Beware, always check the local BBB before doing business with a company. WHAT A LEARNING EXPERIENCE!

cynthia hurayt , Aug 23, 2008; 07:54 p.m.

These people are HORRIBLE!!!!!!!!!!! They charged my credit card UPON RECEIPT of my EIR film over one year ago and I haven’t received the processed film or the prints. Spoke with this Lalaina many, many times and I cannot even get my film BACK, or the charge reversed. I am now in contact with my credit card company and the BBB to register complaints. I wish I’d read this thread way back when. Meanwhile, even if they ARE the last place on earth, save your money, frustration and time and do NOT send film to these people.

Richard Horton , Mar 16, 2010; 01:22 p.m.

Well, I am back as it has been since September since I last posted here. I still have NOT received my developed film. I tried to call them today but was directed strait to voice mail that “was full” and told to call back later.

I do NOT recommend anyone using this service. They have had my film for almost 3 years and that is far more than enough time to process it. The last 3 times I was able to contact someone I was told my film was developed and awaiting processing of prints. I even asked for the developed film rather than prints and told they would get it out within a week…that never happened.

BE FOREWARNED. I lost about 28 bucks over this. Boy am I glad that is all. Why would anyone use this companies services?

Oh my God.  This is serious.

So the next website I looked at was the legendary Ripoff Report (http://www.ripoffreport.com), where consumers who feel they’ve been wronged by big business have a chance to air their grievances and hopefully get justice.  And it looks as if Rocky Mountain Film Lab is no stranger to the Ripoff Report.

Submitted: Tuesday, March 23, 2010

Posted: Tuesday, March 23, 2010

I sent film to these folks after talking to them on the phone and reading their website.  Their website states 6-10 week time to get film developed and returned.  However, when I called to check on my film, the “Manager” Leah said that it would be 6-12 months!  I asked to get my film back unprocessed as I needed it done sooner, and now they have been saying they will get it and send it back, but they are obviously toying with me and have no intent of returning it to me.

They will not return calls or emails, and have a terrible attitude when you do reach them on the phone.  Beware of these unprofessional and unethical people.  They don’t care and the BBB just told me they have the lowest rating, and right now have 72! complaints against them.

I’ll most likely never see this valuable film that I sent to them, and that is how they run their scams.  They have all the power once they get the film.  More research online shows this to be their modus operandi.

Beware.

Apparently the owner of Rocky Mountain Film Lab is a man named Steven Dock.  He responded to the complaints lodged against his company on the photo.net message board.

Steve D , May 11, 2010; 02:54 p.m.

I apologize to those whose film has taken longer than expected. Unfortunately, I have let a number of people down by not getting results as quickly as I had planned. It makes me feel depressed to read the posts here. I have been processing these old films since they were current and my first priority has always been to get the best results possible. I appreciate the patience of those who have been waiting and understand why people have gotten frustrated. If our positions were reversed I would certainly feel the same.

I am not going to make excuses: I failed in meeting the very reasonable demands of my clients and did not keep the promises I made. There is no excuse for the lack of communication and failure to deliver on time. I have unsuccessfully tried to manage this situation in a timely and appropriate manner. I am receiving assistance with the business side of matters so that I can focus on what I do best which is getting the memories from forgotten films.

I will post updates on www.rockymountainfilm.com/news.htm Please know that I will do my best to learn from my mistakes and not allow them to repeat in the future. Thank you for your understanding.

–Steve

Learn from my mistakes?  Not allow them to repeat in the future?

Now realistically, I could pound on Rocky Mountain Film Lab like Cathy Woodruff in the Advocate, but the problem is – this photo studio has my roll of Kodacolor-X, they’ve got $42.50 of my money, and from the looks of things, they have about a two-year backlog.

So I decided to take the bull by the horns.  In this case, I called the owner of Rocky Mountain Film Lab – Steven Dock – directly.  And I got him.

There were some things we talked about that I can’t repeat in this blog, mostly because they involve legal documents and a reorganization of his company.  He did want to let me know, however, that my roll of film – along with everybody else’s rolls of film – are safely stored in a locked room, and that as soon as the reorganization is taken care of, Rocky Mountain Film Lab will be able to continue to develop vintage films.

So for now, I’m going to give Steven Dock the benefit of the doubt.  And it is with that hope that he will be able to get past whatever issues are currently enveloping his company.  However, I also hope that when things get straightened out with Rocky Mountain Film Lab, that he’s able to continue communications with his clients, and that everybody’s film gets developed as soon as humanely possible.

I mean it.  I’ve got a blog post waiting on the results of that roll of Kodacolor-X 127 film.