Across-the-Way Productions

Review: In May of 2013 I contacted this company about tickets and a ADA on site camping site. The camp site cost me over $300.00 and then I had to purchase the tickets which were an additional $175.00. This was for my camper and myself only. I paid for tickets, for my wife and son also. It was a fairly large out lay of money for a few days of music and enjoyment. I paid for and was supposed to get a flat site suitable for a disabled person. I have bad feet and back problems. I have a Virginia Permanent Disabled Parking Placid # [redacted]. I don't walk very well and can't walk very far without pain. I explained this to a lady named [redacted], who was in charge of tickets and sites. She told me what I was to receive for my money. I gave her my credit card over the phone and she sent me both the ticket and the camp site receipt. The receipt clearly said ADA in large letters. When I arrived at the concert site I was told that they had given my site to someone else and there were no more ADA sites available. The attendent took me to a bank that was incline about 45 degrees and about 75 yards from the main road. He told me take it or leave it, that he had a hundred other people waiting if I didn't take it. I had no choice, I had to try to get along or go back home and loose my money! I tried my best to set up camp with what I had to work with. It was terrible!!!!! I wasn't prepared for this situation at all!! I couldn't get my camper leveled at all. I had to climb a hill that was almost impossible for me with my problems. Then once I made it to the top of the hill I could not get the carts to stop for me. The main stage was a long walk from where they stuck me. By the thrid day I packed up and went home. This was totally unacceptable and possibly illegel , what they did. When I got home and the concert was over, I called and told Ms. [redacted] what happened to me, and how I was treated. She told me that she would see that I get an ADA on site camping place for 2014 at no cost to me. I told her that I should file a claim but she assured me that she would take care of me and I would get what I paid for. I received a email from her saying that I would receive another ADA camp site at no charge. I got sick for several weeks and forgot about it for several months I made a reply to her email and another lady named [redacted] sent me an email stateing that she was ready to help me. She told me that Ms. [redacted] had left the company. She told me that she could give me an off site campsite which cost quite a bit less then what I paid for and nerver received and that I would have to come up with $185.00 first, for tickets. Ms.[redacted] did not say anything about me paying for tickets again. This is dirty!!! This conpany took my hard earned money. Promised that they would make what happened to me right, but I have to pay again for something I never got to see and I am not allowed to camp on site. That means that I will have to ride a shuttle bus to and from the concert and I get to pay for tickets that I didn't get to use last year because they were so greedy to over sell the ADA camp site away to someone more deserving and me. I was told the only other option was to bring a volkswagen bus and stay on site. they must have a area that if you own a VW bus they park them all togather. I told this , [redacted] that I would have to think about it, for again I wasn't prepared for what she was telling me. I tried to call her back for the next ten days or two weeks, but every time I tried all I got was music on a recorder. I finally got through to [redacted] again to accept the VW Bus camp site, but she told me that, that was not an option any longer. TAKE THE OFF SITE CAMPSITE OR NOTHING.And I get to pay for tickets again. I shouldn't have to pay for anything again. Please help me with this situation. This company probably made a couple million dollars last year but they sure screwed me. I was lied to and cheated out of my money. I did not get what I paid for. Now they offer me a return trip which is not worth half what I paid for last year. They should return my money! I did not get what I paid for and was treated like dirt. If I don't get satisfaction I'm going to think about filing a claim with the Commonwealth.Desired Settlement: This company treated a handy capped individual like dirt. I feel that they should refund my money. I don't trust them to do anything that they say.

Business

Response:

This letter is in response to a customer complaint we received through the Revdex.com, submitted on 2/19/2014, ID# [redacted]. Our response, suitable for posting, and/or direct issue to anyone concerned, would be thus:

"On behalf of Across-the-Way Productions we sincerely apologize for any inconvenience or duress caused to a patron at one of our events. The outdoor event production industry is subject to rapid and unforeseen changes and adjustments, such as those at the root of the complainants issues; uneven outdoor terrain, space constraints, and weather-related issues. We would like to be clear that we did extend, and hold the offer, for the complainant to attend the event, free of charge, as well as to park his recreational vehicle at an affiliated remote parking location, in 2014, and that we will take all measures to accommodate him, short of over-riding new policies implemented out of overall concern for patron safety and well-being."

Thank you for your assistance in this matter

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to Ms. [redacted]’s offer, I reject the substitute offer of an offsite ADA campsite, for the onsite ADA campsite that I paid for and was refused or ignored once I passed through their gates. I was sold a bill of goods on the telephone by [redacted]. I was told that I must pay in advance, months ahead of time for my ADA campsite and tickets so it would be held for me until I arrived on site. I arrived on site on time, the day I was supposed to arrive. My ADA campsite was honored before I entered and the stickers were placed on my truck and camper to be recognized after I entered the concert area, but their staff had placed someone else in my ADA campsite. The stickers on my truck and camper were ignored! I was led to a terrible campsite on a sharp embankment and was told take it or leave it, there were no flat campsites available for me. I tried to make due with what I was given. After two days of H[redacted], I packed up and left. I did leave because they made it almost impossible for a disabled person to get around. If only I’d had some flat ground to deal with. The hillside where they left me was at least 50 yards from the service road, it was rough and I really had a terrible time climbing to the top of the hillside to reach the road. It wasn’t impossible but it was a real challenge for a person with both a bad back and bad feet. I did not get what I paid for and I want my money refunded! If I have to go through the Commonwealth of Virginia Office of Disabled Citizens and or the Virginia Court Systems, this company has not heard the last of this matter. I was hoping they would see their mistake and be willing to correct it. There were campsites on the top of the hill but only for people of importance. I want to thank the Revdex.com of Western Va for your help, it seems this company only wants to jerk me around and pacify me with a campsite that cost much less then what I paid for and forget this happened! I want a refund!!!

Regards,

Business

Response:

Company states they issued a refund in the amount of $570.00 on March 28, 2014 to resolve this complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The Floydfest website notes that "Onsite primitive tent camping is complimentary with all multi-day tickets!" Upon arriving to the site on Friday morning, we were told by two volunteers driving a golf cart as well as a volunteer by the VIP entrance that there were no camping spots left. After making numerous pleas to staff members and volunteers for help in finding us a place to camp, we gave up and camped close to a path. We were then informed on Saturday morning that we would have to move our tent and camp somewhere else, however, no one was able to tell us where any camping spots were available to camp. We decided to leave on Saturday, only to be confronted with the most rude and insulting volunteers and staff members at the shuttle line and parking lots. When we asked for help from staff and volunteers, we received responses such as "I don't care, I'm still getting paid" and "That's not my problem." We were provided no assistance in getting our car out of the mud. We put our lives in danger encountering other cars sliding in the parking lot and put ourselves at risk of great personal injury while trying to push our car out of the mud. No Floydfest volunteer or staff member was present at the parking lot at any time to ask for assistance. The festival did not honor it's service in providing a safe location to camp and park and did not give us the ability to safely or logistically attend an overnight camping festival without putting our lives in danger and ourselves at risk of great injury.Desired Settlement: Full price of two 3-day tickets plus the full price of a parking pass.

Business

Response:

We are terribly sorry that a customer of ours did not have a good experience at our festival. As we have read over the complaint it seems they were trying to camp in an area specifically reserved for VIP ticket holders. We have many areas to camp on the site for general admission ticket holders from quiet woods camping to not so quiet camping and field camping. We have tractor shuttles that help people get to sites and then all attendees go out on their own to find the camping site that suits them. If any trouble is encountered at all at our festival, we have an on-site administration office staffed 24 hours a day for individuals to come to and get assistance. As to being asked to move from an area next to a path on Saturday morning, this may have a occurred for safety reasons because of the large amount of rain that had fallen in the early morning hours of Saturday. We apologize that assistance wasn’t given to help find another site. At the parking lots on Saturday, we had a rain situation develop that made the parking lots very difficult to exit. We did have tractors assisting individuals and there were staff members in those lots. We did have a number of persons trying to leave and assistance may not have come at a quick enough pace for some attendees. We again apologize for rude or insensitive comments made by our staff. Across-the-Way Productions dealt with a weather situation that presented a myriad of problems in the most effective manner possible. We do regret if anyone was inconvenienced. Sincerely, Across-the-Way Productions