Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
TO WHOM IT MAY CONCERN: I write on behalf of The Shubert Organization, Inc(“Shubert”), doing business as Telecharge (“Telecharge”) in response to the Complaint by *** *** (assigned Complaint ID ***)The crux of *** *** complaint is that she was not allowed to “past date”
tickets she purchased through Telecharge for the show FUN HOME, after she failed to show up on August **, (the date she was originally scheduled to attend), or on November *, (the substitute date she arranged to attend, after being allowed to “past date” her tickets for that performance). The complaint does not indicate why she failed to show up on either occasion, although it does state that she is *weeks pregnantThe complaint also states that she was never told that “once tickets are used for past dating that they can’t be past dated again.” She requests that she be given a refund for her tickets (she purchased two discount tickets on line through Telecharge at a total cost of $80), or that she be allowed to “past date my tickets for a show before the last week of December when I am about to go into labor”In order to resolve this matter, a Telecharge representative spoke to ** *** and arranged to past date her tickets so that she and her guest can attend the performance of *** *** on December **, 2015, at no additional cost. The remainder of this response is given as further explanation of the actions taken by Telecharge with respect to this matterTelecharge, which is an unincorporated division of Shubert, provides ticketing services to numerous Broadway and off-Broadway venues, including FUN HOMETelecharge is not the producer or presenter of FUN HOME, and neither it nor Shubert owns or operates the Circle In The Square venue where FUN HOME is currently being presented. The stated policy for tickets purchased through Telecharge is that “all sales are final”, “there are no refunds or exchanges”You cannot purchase tickets to FUN HOME on Telecharge without clicking to acknowledge the “no refund or exchange” policySee Exhibit A hereto. Notwithstanding this policy, some venue operators, as a courtesy, will allow customers to “past date” tickets to a show for another weekday performance, if the customer was unable to attend on the date that he or she was scheduled to attendTo “past date” a ticket, Telecharge must obtain the approval of the venue operator (typically done by calling the venue’s box office manager) and, if approved, the customer is advised that he or she must call Telecharge on a weekday morning on the day they wish to attend the show and Telecharge will then contact the show’s box office to find out if the show is accepting past date tickets for that evening’s performanceIf they are, the Telecharge representative informs the customer that he or she can attend that evening’s performance; however, if the customer fails to show up for the performance, the customer will not be allowed to past date the tickets a second timeThe procedure described above was followed with respect to *** *** and her purchase of tickets to FUN HOME. After missing the performance on August **, 2015, she was told that she could past date her tickets to another week day performance by calling Telecharge the morning of the day she wished to attend, and Telecharge would then check to see if FUN HOME would past date her tickets for that evening’s performance. On November *, 2015, she contacted Telecharge to see if she could past date her tickets for that evening’s performanceThe representative checked with the FUN HOME box office and confirmed that she could past date her tickets for that evening’s performance and informed the customer that she could attend that evening’s performanceHowever, she failed to show up for that evening’s performance*** *** claims in her complaint that after arranging to past date her tickets for that performance “*** *** *** *** *** ** *** *** ** *** *** *** * *** *** *** ** ** * *** *** *** *** *** *** ***” and that the male agent told her that she could past date to another performance. However, Telecharge has no record of any such call by *** *** on November *, All outside calls by customers to Telecharge agents are recorded and Telecharge has no recording of a second call by *** *** on November *, 2015, after she arranged to attend the performance that evening. As a result, when she failed to attend the show on November *, 2015, a memo was entered by the FUN HOME box office in the Telecharge records, reading as follows: “Guest did not attend performanceCannot attempt to past date again because new tickets were pulled and held at BO [box office] for 11/*/15.” On December *, at 11:AM, *** *** called Telecharge and asked if she could past date her tickets to that evening’s performanceThe agent, after checking with the FUN HOME box office, informed her that she could attend that evening’s performanceShortly thereafter, in reviewing the order, the agent saw the FUN HOME box office memo and, at 11:AM called *** *** back and told her that she would not be able to attend, because she had already been allowed to past date her tickets to the performance on November *, and failed to show up*** *** said that no one told her that she could not past date the tickets again and, if she had known that “I would have tried to make it to that performance”The agent told her that she could not past date the tickets and that if she wanted to pursue it further she would have to email a letter to the Telecharge customer service manager and gave her an email address for sending the letter. The Telecharge Senior Call Center Manager looked up the call and confirmed that the Telecharge customer service representative did not yell at *** *** at any point during the callThat was the last communication Telecharge customer service had with *** *** regarding this matter until after receipt of her complaint filed with the Revdex.comIn sum, we submit that Telecharge has acted appropriately in all respects and been very accommodating of ** *** under the circumstances. Gilbert CH***, IV Vice President, General Counsel The Shubert Organization, Inc*** *** *** ***
*** *** *** *** *** telno###-###-#### fax no###-###-#### email: ***
The checks for the refund of the balances on the unused gift cards were delayed due to staff changes. The backlog that situation created caused us to not send the check when promised. [redacted]'s refund check was mailed out February *, 2017.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
TO WHOM IT MAY CONCERN: I write on behalf of The Shubert Organization, Inc(“Shubert”), doing business as Telecharge (“Telecharge”) in response to the Complaint by *** *** (assigned Complaint ID ***)The crux of *** *** complaint is that she was not allowed to “past date”
tickets she purchased through Telecharge for the show FUN HOME, after she failed to show up on August **, (the date she was originally scheduled to attend), or on November *, (the substitute date she arranged to attend, after being allowed to “past date” her tickets for that performance). The complaint does not indicate why she failed to show up on either occasion, although it does state that she is *weeks pregnantThe complaint also states that she was never told that “once tickets are used for past dating that they can’t be past dated again.” She requests that she be given a refund for her tickets (she purchased two discount tickets on line through Telecharge at a total cost of $80), or that she be allowed to “past date my tickets for a show before the last week of December when I am about to go into labor”In order to resolve this matter, a Telecharge representative spoke to ** *** and arranged to past date her tickets so that she and her guest can attend the performance of *** *** on December **, 2015, at no additional cost. The remainder of this response is given as further explanation of the actions taken by Telecharge with respect to this matterTelecharge, which is an unincorporated division of Shubert, provides ticketing services to numerous Broadway and off-Broadway venues, including FUN HOMETelecharge is not the producer or presenter of FUN HOME, and neither it nor Shubert owns or operates the Circle In The Square venue where FUN HOME is currently being presented. The stated policy for tickets purchased through Telecharge is that “all sales are final”, “there are no refunds or exchanges”You cannot purchase tickets to FUN HOME on Telecharge without clicking to acknowledge the “no refund or exchange” policySee Exhibit A hereto. Notwithstanding this policy, some venue operators, as a courtesy, will allow customers to “past date” tickets to a show for another weekday performance, if the customer was unable to attend on the date that he or she was scheduled to attendTo “past date” a ticket, Telecharge must obtain the approval of the venue operator (typically done by calling the venue’s box office manager) and, if approved, the customer is advised that he or she must call Telecharge on a weekday morning on the day they wish to attend the show and Telecharge will then contact the show’s box office to find out if the show is accepting past date tickets for that evening’s performanceIf they are, the Telecharge representative informs the customer that he or she can attend that evening’s performance; however, if the customer fails to show up for the performance, the customer will not be allowed to past date the tickets a second timeThe procedure described above was followed with respect to *** *** and her purchase of tickets to FUN HOME. After missing the performance on August **, 2015, she was told that she could past date her tickets to another week day performance by calling Telecharge the morning of the day she wished to attend, and Telecharge would then check to see if FUN HOME would past date her tickets for that evening’s performance. On November *, 2015, she contacted Telecharge to see if she could past date her tickets for that evening’s performanceThe representative checked with the FUN HOME box office and confirmed that she could past date her tickets for that evening’s performance and informed the customer that she could attend that evening’s performanceHowever, she failed to show up for that evening’s performance*** *** claims in her complaint that after arranging to past date her tickets for that performance “*** *** *** *** *** ** *** *** ** *** *** *** * *** *** *** ** ** * *** *** *** *** *** *** ***” and that the male agent told her that she could past date to another performance. However, Telecharge has no record of any such call by *** *** on November *, All outside calls by customers to Telecharge agents are recorded and Telecharge has no recording of a second call by *** *** on November *, 2015, after she arranged to attend the performance that evening. As a result, when she failed to attend the show on November *, 2015, a memo was entered by the FUN HOME box office in the Telecharge records, reading as follows: “Guest did not attend performanceCannot attempt to past date again because new tickets were pulled and held at BO [box office] for 11/*/15.” On December *, at 11:AM, *** *** called Telecharge and asked if she could past date her tickets to that evening’s performanceThe agent, after checking with the FUN HOME box office, informed her that she could attend that evening’s performanceShortly thereafter, in reviewing the order, the agent saw the FUN HOME box office memo and, at 11:AM called *** *** back and told her that she would not be able to attend, because she had already been allowed to past date her tickets to the performance on November *, and failed to show up*** *** said that no one told her that she could not past date the tickets again and, if she had known that “I would have tried to make it to that performance”The agent told her that she could not past date the tickets and that if she wanted to pursue it further she would have to email a letter to the Telecharge customer service manager and gave her an email address for sending the letter. The Telecharge Senior Call Center Manager looked up the call and confirmed that the Telecharge customer service representative did not yell at *** *** at any point during the callThat was the last communication Telecharge customer service had with *** *** regarding this matter until after receipt of her complaint filed with the Revdex.comIn sum, we submit that Telecharge has acted appropriately in all respects and been very accommodating of ** *** under the circumstances. Gilbert CH***, IV Vice President, General Counsel The Shubert Organization, Inc*** *** *** ***
*** *** *** *** *** telno###-###-#### fax no###-###-#### email: ***
The checks for the refund of the balances on the unused gift cards were delayed due to staff changes. The backlog that situation created caused us to not send the check when promised. [redacted]'s refund check was mailed out February *, 2017.