In August, we did a 12 Investigates story about customers around the country being upset with a Winston-Salem business that converts videotapes to DVDs. Since that story aired, more customers have come forward sharing those same concerns, worrying they will not have their family videotapes back after not receiving their DVD copies in the time frame they were told they’d receive them by.Memories on Media moved from Charlotte to Lewisville eight years ago and from Lewisville to Winston-Salem about eight months ago. The Better Business Bureau of Central and Northwest North Carolina reports that 39 customers have filed complaints with Memories on Media since April 2. The Better Business Bureau says the business has not responded to the agency about complaints since March 2018. “BBB files indicate this business has a pattern of complaints concerning its ability to convert audio and video tapes to DVD for consumers in a timely manner. Consumers tell BBB the business told them it would convert their audio and video tapes to DVD within four to 12 weeks. But consumers say in their complaints the business is not delivering within those timeframes. Most consumers tell BBB they are unable to reach anyone at the business for an update on their order. “On its website, the business says it is running into extremely long turnaround times on orders due to the volume of orders it received from a Groupon it offered. It says, 'As of today 7/31/19, we are working on orders received in February of 2019 and before….'”“On 06.03.19, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 08.29.19, the business has not responded."“The business has delivered DVDs recently to some consumers who filed complaints. 1 consumer told us she drove to the business and picked up her items. 2 other consumers told us they received their DVDs nine months after they sent the business their VHS tapes,” reported Lechelle Yates, the director of communications for the Better Business Bureau of Central and Northwest North Carolina. WXII 12 News spoke with people around the country in August who said that they were worried their family home movies were gone, after sending them to the company to be converted into DVD format and not receiving them by the specified time. They were also unable to get a hold of the company after calling the number provided on the company website and hearing a busy signal.In recent weeks, more people from around the country contacted us and told us the same thing.In August, Beachley said Memories on Media was working to complete all February orders by the end of August, all March orders by the end of September, all April orders by the end of October, etc. However, people who we talked to who submitted their orders in March have still not received their tapes or heard from the company. Also in August, Beachley said that if people mailed a letter requesting their tapes back, he would return them as soon as possible. He said people should send the letters to 1422 Reynolda Road in Winston-Salem, NC 27104. Ray Morris in Illinois says he did just that in mid-August but never received a response. Beachley says he never got the letter. Morris says he hasn’t spoken with anyone in the company since mid-June after submitting an order in March.“It’s like a gut punch, it’s horrible,” said Morris.“I won’t lie, there is a lot of anger there, but at this point, it’s mostly desperation. I want those tapes back.”Morris, and others we’ve spoken to, say they are not looking for a refund, only the tapes to be returned. The cost of the tape conversion is about $70.In a previous statement provided to WXII 12 News, Beachley said: “I apologize for it taking so long and I certainly understand their frustration. I would be in the same predicament that they are in right now. I would be very upset. I would be calling everyone in the world that I can but all of their media is safe and sound. It’s all stored.“Everything is in very, very safe condition. It’s just a matter of getting them run and getting them out to them, but if they aren’t willing to wait the time, we’d be happy to send them back.“The further behind we got, the more the phones rang, the more the phones rang, the more time we were on the phone and the less time we could be transferring orders for people and it just kind of created a snowball effect and it’s a situation now where we’re just trying to get everything done. We have no intention of keeping anyone’s property. I understand how important it is. I’m a parent.“I understand what it’s like to have videos of your children that are irreplaceable.“I love making customers happy and I hate that we’ve got so many customers who are unhappy right now but it’s a situation where I can only do so much and we’re trying to get everything run as quickly as possible and get it out. If they can be patient with us we will have it out to them and if they can’t be we will happily send it back to them.“I’ve learned a lot of lessons. One big lesson is, ‘Don’t take on more than you can handle’ because we certainly took on way more than we can handle. I don’t need nearly the volume of business that we have right now to support myself and my family so I would much rather run at a lot lower volume.”Beachley provided this statement to WXII 12 News on Friday:“We are handling the orders in the order they were received and getting everything out as quickly as we possibly can.” Beachley says he regrets partnering with Groupon because that entity advertised for more orders than the company could handle.Anne Christian submitted her order in May and has not been able to speak with anyone from Memories on Media since July.“These videos cannot be replaced. They were very precious to me and I was putting them on DVD’s so that Molly would have them. There was Christmas with my parents, who are both deceased, her gymnastics career at 5, just things that we would give anything to see again and can never be replaced so if there’s any way this gentleman will send people their videos back, I don’t think that should be too hard to do,” said Christian.“I can’t even imagine how someone could not understand how important these videos are to the people who sent them.“It’s beyond me.”Iveson Nolander, of Louisiana, says he’s considering filing a police report regarding his tapes, which he was expecting to receive by the end of September after submitting them for conversion in March.“They’re precious to us. Our children are both in their 20s now but these were their lives. They’re not things we could ever replace,” said Nolander.“We’ve been reasonable and patient about this but I’m beginning to get a bit irritated that the fellow has not even bothered to call to say, ‘I’m behind,’ or ‘we’re still thinking about you,’ ‘we’re working on your case,’ or something. I’m becoming a bit angry, frankly. These are becoming a bit priceless to us and I very much feel betrayed. We paid him and he hasn’t done his part.“If nothing else I’d like to get the VHS tapes back. We’ll go somewhere else to have them converted but we can’t afford to lose these things.“We made a reasonable deal with this fellow and he was paid in advance and there was an implied contract and he has not honored his end of the contract, we have been betrayed.”When WXII 12 News went to Memories on Media on Friday to get a comment from Beachley, Kristy Hedrick showed up.Hedrick is from Richmond, VA and drove three and a half hours along with her baby and toddler to pick up the tapes.“These are precious videos to my mom. I was actually the one who encouraged her to use this business to convert to DVDs and I felt really bad because they are five videos we don’t have copies of, they’re videos of my sisters and I when we were like toddlers so they’re completely irreplaceable,” said Hedrick.“We were only about three and a half hours away and I figured at this point, what is there to lose so we went out this morning and got there about three and a half hours later and got to his doorstep.“It was a pain, my little one, he’s puked on me four times already so he’s not doing so well in the car and Alex, the toddler, he’s not loving this trip either so it’s definitely not been convenient but at the end of the day, my mom’s videos are a lot more important than whether or not it’s convenient for us.“I’m thrilled obviously. I’ve already spoken with Groupon, they’re willing to reimburse me the amount of money that we paid for the Groupon to begin with and I’m going to try to find a local business that will convert them over to DVD and then retain the copy of the video itself so she has both of them but I’m thrilled.”Beachley maintains that people wanting their tapes return should mail that request in a letter to 1422 Reynolda Road in Winston-Salem, NC 27104.People looking to get in contact with Groupon for a possible refund should email support@groupon.com