CID Entertainment

Hello,
Thank you for your feedback, and we are very sorry to hear
that you had a disappointing VIP experience at [redacted]. We understand your
complaints and would like to address them one by one:
We confirmed with our on-site staff that the Main Stage
general admission pit had no capacity concerns and that security staff was
fully trained to permit all VIP guests into the pit for all main stage acts. No
guests with VIP wristbands would have been denied from the Main Stage general
admission pit, and signs clearly marked the entrance point. The VIP viewing
area never reached capacity, so VIP guests had the opportunity to enjoy either
the VIP or GA Pit areas.
The Water Park Stage viewing area did exist and was marked by
a large sign ten feet in the air directly above the entrance. Both the
Water Park Stage and Main Stage viewing areas were clearly marked on the
festival maps that you received at VIP check-in. If you had any issues finding
the VIP viewing areas, we had helpful concierges located in the Main Stage and
Water Park Stage lounges at all times while music was going on. Our concierges
were present to answer any questions and resolve any issues, and would have
been able and more than happy to help you find the viewing areas.
We understand that there were communication issues with
certain vendors and that some did not accept meal vouchers, though we can
confirm that the majority did with no issues. However, because of this inconvenience, we would like to offer a $30
refund, as you received three meal tickets valued at $10 each.
Our VIP Club was very busy throughout the weekend, and it is
possible that you may have arrived at one point when we were out of water
bottles. However, the VIP Club was consistently restocked with water bottles throughout
the weekend, and was never without water bottles for more than a 15-minute
stretch. We apologize for any inconvenience. Free water refill stations
were also conveniently located throughout the concert field and campground.
Although there were some issues with the drink specials
offered early on Thursday, we can confirm that the VIP Hospitality Area bar
offered drink specials at the correct discounted prices beginning Thursday
afternoon throughout the rest of the weekend. Please note, these specials were
only offered in the VIP Hospitality Area bar and any other bars would not have
offered these specials. 
A private VIP restroom was located on the VIP hospitality
deck by the main stage, and additional air-conditioned restrooms were available
in the building next to the [redacted] lounge.
The option to add VIP Parking close to the box was an add-on
purchase available for VIP guests, and we clearly advertised it as an option
with limited inventory that would sell out in advance, as it did.
Posters were available to pick up at the VIP Club throughout
the weekend, and this was communicated to all guests at VIP check-in. If you did
not pick up your poster, we are happy to ship you the poster as quickly as
possible.
We appreciate your feedback regarding the [redacted] VIP
program as we are always striving to create the perfect experience for our
guests. We are happy to offer a $30 refund for the meal voucher issues, but we
do feel like all other elements of the VIP program were fully delivered. Please call CID Guest Services at ###-###-#### and we will gladly process your $30 refund and ship your poster.
Thank you again for your valuable feedback, and we hope to
see you again at another event soon!

Hello [redacted],
Once again, we are very sorry to hear that you had a negative experience in Chicago.
However, all elements of the VIP program were delivered as advertised and we stand by our service. Furthermore, we can absolutely assure you that no CID staff members were intoxicated while working the event.
Thank you,
CID Entertainment

Hello [redacted],
font-size: small; background-color: rgb(255, 255, 255);">Thank you for reaching out to us and providing your feedback concerning your [redacted] Super CID Experience at the “Fare Thee Well: Celebrating 50 Years of Grateful Dead” shows in Chicago. The last thing we want to hear from our guests is that a program fell short of their expectations, and we are very sorry to hear that you had a negative experience.
On each show night, the [redacted] lounge was open before, during and until 30 minutes after the music as advertised. While we served hearty gourmet food before and during the show – including a pasta station, turkey and pulled pork sliders and hot wings – we understand that you were not satisfied by the food served after the show. Our Event Manager Nicole W[redacted] met with you after the show on Saturday and attempted to provide you with complimentary hot food as quickly as possible. We regret that this was not a suitable solution for you.
In response to your comment about Nicole being intoxicated, it is important for us to share that CID Entertainment enforces a strict Drug and Alcohol Policy that prohibits the consumption of alcohol in any and all work areas at anytime. We assure you that she was not intoxicated – as confirmed by several staff members at the venue – and she is an exceptional team member.
Thank you for your feedback concerning this program – we appreciate constructive criticism that allows us to improve our services for future events.
Best, CID Entertainment

Hello,The upfront viewing areas at the 2 main stages were directly accessible through the VIP grove and had great views of the performances. The [redacted] Bistro was within the VIP grove as well and located between the 2 stages near the comfort stations. The [redacted] Bistro offered premium food at a nominal charge and was also connected to VIP bars with discounted drinks. Relaxed seating included about 50 Adirondack chairs spread throughout the VIP Grove, as well as numerous picnic tables. There was shade from trees, however, there were not additional shade structures, and we are happy to extend an additional partial refund for that reason.To enhance the VIP experience, we provided additional amenities throughout the weekend, including free chair massages in the VIP Grove every day from 2 PM - 8 PM. VIP guests were also given discounts at the [redacted] Spa, and [redacted]'s offered free Bloody Mary drinks on Saturday and Sunday morning in the VIP Grove. The shuttle services was included in the cost of the ticket, so if the guest purchased a shuttle pass on top of the ticket, this was unnecessary. We are happy to refund the shuttle passes. Because of the lack of additional shade structure, VIP entrance confusion and extra shuttle passes, we are willing to offer a partial refund and will reach out to the guest via email to finalize the transaction.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The VIP Package in question advertised and included the following package elements at time of purchase: ·       One (1) Premium Reserved ticket in the first 15 rows -OR- one (1) GA ticket in the pit*·      Exclusive [redacted]...

[redacted] pre-show acoustic performance·      Q&A with [redacted]·      Invitation to a pre-show party in the ‘BG Nation’ VIP Lounge with cash bar** and complimentary appetizers·      Limited edition [redacted] screen printed poster·      Exclusive [redacted] merchandise gift·      VIP laminate·      On-site concert host *Venue seating configurations can vary market-by-market. Please note General Admission sections are non-reserved (Standing Room Only)**Local Liquor Laws Apply  The package neither included nor advertised a meet and greet. In addition, in our [redacted] FAQ on our website it explicitly stated that a Meet and Greet and/or a photo opportunity with [redacted] are not included in the package. We sent an informational email to our guests about our VIP program, which expressed that VIP Check-in would open at 5PM, not the doors to the venue. The doors to the general admission venue opened at 6:30PM. Because the VIP area is considered part of the venue, concert tickets are scanned before guests entered the VIP area. This is a special VIP-only access area before the venue doors open to the general admission public. Once tickets are scanned, there is no re-entry for security purposes, and this is per the venue's own security policy. If a guest were to leave the VIP area, they would not be allowed back into the venue to see the show. Because the main venue did not open until 6:30PM, the VIPs were not allowed to leave the VIP area and go to other parts of the venue until the doors opened to the general public. Once again, this was due to venue security's own protocol, which we have no say over, and more importantly, never contradicted in any pre-event advertisements and communications with guests. It is for these reasons that [redacted] was not allowed to leave the VIP area in order to access the concession area or the main seating/standing area before the show.  [redacted] does have a separate meet and greet program that guests can choose to purchase on the day of the show (availability permitting) that we do not manage. On the day of each show, the merchandise stands are given a limited amount of [redacted] flags that are sold for $200 each. If you are able to purchase one before they run out, the flag grants you access to the meet and greet. This is not something sold in advance of the show date, and, once again, this is not something we manage or oversee. This is what [redacted] purchased in addition to her VIP package. [redacted] chose to skip the VIP pre-show activities, including the Exclusive [redacted] pre-show acoustic performance and the Q&A with [redacted], in order to go directly to the pit (the standing area in front of the stage to see the show). Because all of the advertised VIP package elements were available for [redacted] to take advantage of, we cannot offer a refund on her packages. [redacted] assumed there was a meet and greet included in the package even though it was not listed. As stated previously, we explain that meet and greets and photo opportunities are not included in our FAQ on our website. In addition our guest services department is open 7 days a week to answer any questions that guest may have about our packages and our contact information is on our website as well.  [redacted] suggested that we list that meet and greets are not included under the package elements for further clarity. I explained that I would look into this, and thanked her for her feedback. As stated, we try to be totally transparent about our packages and if providing this note will help guests like [redacted] in the future, then we are happy to make this change. We updated the website per [redacted]’s request. The fact that we updated our website is not an acknowledgment of any culpability in regards to [redacted]'s experience. Ultimately, all advertised package elements were available as advertised.   All this being said, I was sympathetic to the fact that [redacted] paid for a package, but did not participate, and thus I offered 2 VIP upgrades if she purchased her own General Admission tickets for a future [redacted] show (offer good for this tour or a future [redacted] tour that we work with and valid for 2 years). This gesture was intended as a token of our eagerness for her to come out and enjoy the VIP program with us. However, she declined this offer.

Hello,[redacted] reached out to us after an event expressing disappointment with her VIP Package. Our Guest Services Manager called [redacted] to request feedback on the following VIP package elements:-VIP Camping or Shuttle pass included-VIP-only entryway and exit to/from the festival grounds-Premium, VIP-only...

air-conditioned restrooms-Up-front viewing at the main festival stages-Unlimited access to VIP Grove – a VIP-only viewing area in the festival grounds with views of the main and second stages, relaxed seating and shade structures-Premium food offered by [redacted] Bistro for nominal charge (located in the VIP Grove near the festival’s two main stages)-Select beer, wine, spirits and non-alcoholic drink offered for a nominal chargeOur Guest Services Manager confirmed all elements of the package were fulfilled, however, upon further review with our on-site staff we have determined that the VIP-only festival entrance was not properly fulfilled. While a dedicated VIP-only entrance existed for campers, this guest opted to take the shuttle instead. For VIP guests arriving by shuttle, our staff greeted guests at the shuttle stop and escorted them through the gates. We apologize this element was not properly fulfilled for this particular guest. In light of the fact that all other package elements were available we cannot honor the full requested refund, however, we would like to offer [redacted] a reduced partial refund based on the VIP Entrance issue.Our Guest Services Manager left a voicemail for the guest instructing her to call back so we can verify the guest’s order and proceed. [redacted] may also call our Guest Services line at ###-###-#### and ask for Taylor.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
CID overpromised and under-delivered. This is also commonly known as "bait and switch". The bait was that CID is an expert in providing the best concert experience possible and would provide "gourmet" food in the VIP lounge until 30 minutes after show end. The switch was that CID did not deliver as promised. As a result 1) I missed irreplaceable portions of the concert performances, 2) I was left hungry after contracted food was not provided, and 3) I was treated rudely and patronizingly after complaining to an apparently intoxicated CID manager.
Due to the non-delivery of contracted services and my extremely negative experiences I have requested that CID provide me a refund for the portions of the VIP package that were not concert tickets or parking passes. My understanding is that this refund would total $1406.
CID promotes themselves as experts in providing the best concert experience possible. In my experience they fell very short of this expert status. A true expert would have known 1) It was virtually impossible to visit the VIP lounge while in the front of the GA Pit and 2) An attendee would be hungry for solid food after standing in the GA Pit for 6+ hours.
CID's statement that "there would be food before, during, and after the show" is false. As I have repeatedly stated the only food available at the end of the show was a platter of very plain looking cookies.
CID's proof that Nicole W[redacted] was not intoxicated is quite meaningless to me as the only other staff members I encountered were subordinates of Ms. W[redacted] and the male one appeared intoxicated as well. As evidence I present this conversation that they found of higher priority than helping me with my request for assistance with the lack of food, "Wow did you see the fireworks?", "Yeeaaahhh, wow, so cool".
CID has done nothing but argue and obfuscate in the face of my reasonable and valid complaints about their services. And the only offer they have thus far made to address my issue was a false one which led me to re-experience the negativity of missing the last song and leaving the stadium hungry.
Sincerely,
[redacted]

As we wrote beforehand, one of the last things we want is for a guest to feel that they were mislead into purchasing a package, and furthermore, we never want to hear that a guest feels that their feedback is falling on deaf ears. While we stand behind the multiple steps we took to clarify that these packages did not include tickets, we still want to accommodate our guests in any way we possibly can. As all packages are non-refundable, any exception to this policy is rare and is determined by a number of factors - the nature of the request, the timing of the request, the timing of the purchase, and more. In this instance, those factors allow us the flexibility to accommodate this guest with a refund for his order. If the guest accepts this outcome, the refund will take 7-10 business days to process.

We are sincerely sorry to hear of the frustrations [redacted] has been experiencing trying to purchase for our [redacted] and [redacted] event taking place in February 2018. The ticketing system we use to process our transactions has very strict fraud filters in place, which unfortunately can...

sometimes prevent potential guests from purchasing for minor reasons, such as slightly mismatched billing information. We at CID Presents always do our best to work with the ticketing company in these instances to troubleshoot and make it as easy as possible for these people to purchase, which we have been working with [redacted] to do.[redacted] first reached out to our Guest Services team on September 5th to let us know she had been trying to purchase a package for the event and received an error message when checking out on the ticketing website, Tickets Today. We escalated her issue to Tickets Today that day to see if they could troubleshoot, who informed us that their payment processor was receiving a "Do Not Honor" message for her attempted transaction and that she would need to contact her bank to clear the purchase.After doing so, [redacted] continued to receive error messages when trying to purchase a package so we re-escalated her issue to Tickets Today, who made her a "temporary trusted user" in their ticketing system as of 9/8 in an attempt to mitigate her purchasing issues. She was still unable to purchase, even after being made a temporary trusted user, and Tickets Today informed us that there isn't anything else they could do to assist in getting the payment to go through. We advised [redacted] that she should have someone else purchase the package for her using different contact and billing information, and we could then transfer the package into her name after the order was placed. [redacted] informed us she did not feel comfortable doing this, so one of our representatives took her credit card information over the phone and had our Director of Ticketing attempt to manually make the purchase for her, which was successfully processed on 9/25. [redacted] was notified that same day that her payment went through without issue and her package for the event is confirmed, so she is now all set! An order confirmation has been emailed to her containing the details of her purchase.We again understand [redacted]'s frustration and apologize for the inconveniences she experienced throughout this process, but are pleased that she has been taken care of and are looking forward to seeing her at the event.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.    I appreciate your company willing to make this right.  And I know someone from your office has already called my wife to get our mailing address.   Though I did never receive an offer from anyone for a signed headshot.  If you are still offering that it can be sent to the same address that my wife gave you all.Thanks,
[redacted]

Hello [redacted],
Thank you for reaching out to us and sharing your Tropical Nights: Boots in the Sand experience. We truly thank you for sharing your story and providing feedback. 
arial, sans-serif; line-height: 21px;">We first just want to emphasize that we here at CID Entertainment pride ourselves on offering the very best service to guests, and when our guests feel unhappy, we are sincerely sad to hear it. After reviewing your account history, notes on file and the statement provided, we are able to provide you with an honest explanation regarding the travel package you purchased. This explanation should assist in understanding what the Boots in the Sand Travel Package advertises as well as what you purchased. 
Regarding the scheduled days and nights of the event, according to the Boots in the Sand homepage, the event was scheduled from Feb 23-27, 2014 with 5 days and 4 nights at the [redacted]. Since Feb 23 is the first day and night of the event, the fourth night is Feb. 26, 2014 and the fifth day would be Feb 27. Check out was on the last day of the adventure at 11 am.  We have provided screenshots of Tropical Nights website as attachments labeled "Boots Main Page" and "Boots Product Description". This information is also available here [redacted].  I have also provided a screenshot of the items you purchased which confirms no additional night was selected during check out. We understand where there could be confusion regarding the day of check out and apologize for the inconvenience this caused you on February 27, 2014. However we are happy to know that the resort was able to accommodate you for an additional night.
Since the Boots in the Sand event was from Feb. 23-27, 2014, the extra night cost was $485 for those who planned to stay the additional nights of Feb 27 and check out on Feb. 28, . The reason for this additional cost is because the event no longer operates on the night of Feb. 27, 2014 and the [redacted] offered Tropical Nights guests a rate of $485 per additional night. Please refer to the screenshot labeled "Additional Days Product Info" or feel free to view the cost for additional nights here, http://bootsinthesand.tropicalnightslive.com/amp-up-your-experience/. According to the statement provided, $485 was the rate you paid for the additional night. With this information, please rest assured that you were not charged any more than anyone else who went to Boots in the Sand and stayed an additional night. 
With regards to the Ultimate Upgrade package, we had dedicated on-site staff throughout the week who made sure the guests that purchased Ultimate Upgrades received everything mentioned on the website here [redacted]. The cost for the Ultimate Upgrade was $549 per person and included priority booking, transportation,  private check-in, VIP viewing, and merchandise. We can confirm that VIP viewing area was at the front of the stage with private bar for Ultimate Upgrade guests only. 
We hope this email explains that there was no false advertising, you were not overcharged for your trip and given the cost for Ultimate Upgrades and an additional night, we can not concede to the disputed amount of $1,485. Once again, We apologize for the misunderstanding regarding the Tropical Nights product description. We are also very sorry for the process that you went through while in Mexico to stay the additional night. As sorry as we are, we are also equally grateful for this feedback. It's constructive criticism like this that allows us to continue to grow as a company and improve our services. 
Best,
[redacted]

We understand how important it is for our guests to be informed. It is for this reason we sent all guests an informational email, including a map of where to find the check-in location, one week before the show. Our email system monitors who has and has not opened the email, and if we see a...

guest has not opened it, we call them to let them know to check their inbox. In this instance, the guest opened that informational email once the day before the show date and five times on the day of the show prior to arrival. The email also listed all of the times that check-in would be open, and our check-in staff would have then directed or explained to the guest where to go to experience the pre-show activities and enter the venue. Because we feel that we took extensive steps to ensure the guest was aptly informed, we cannot issue a refund for this guest's package. In regards to the issues with security, unfortunately we do not have any control over the venue’s security and their policies. While we apologize for any inconvenience, it is the venue's security team's prerogative to question or expel guests in accordance with their policies.  We were sorry to hear of the guest's troubles and that they were unable to redeem their t-shirt vouchers. As a token of our regret for the inconveniences the guest experienced, we obtained the guest's preferred shirts at another tour date. These shirts were shipped out and were scheduled to be delivered on Thursday, August 31.

[redacted] and her friend [redacted] purchased 2 Seamless Packages for [redacted] which included a one parking pass per order. Even though all package elements were delivered, there was some confusion surrounding the location of the parking pass. We refunded $100 per ticket for the frustrations the guest experienced on-site. The order information we have on file is:[redacted]Order Number: [redacted]###-###-####[redacted].comThe package was ordered under [redacted]’s name and phone number, however, they used [redacted]’s email address. Both guests reached out to us multiple times and had information associated with the package. Even though [redacted] submitted the escalation to the Revdex.com, [redacted]’s name was on the package, and therefore we let [redacted] know of the refund resolution and sent her 2 [redacted] jerseys (one for each guest) as a token of our apology. The Jerseys were sent out October 16th to:[redacted]Melrose, MA [redacted] The usps tracking number is [redacted]. Our tracking shows that the package was delivered on October 19th. [redacted] called us on November 6th stating that they never received their package. We explained that we would be willing to resend new jerseys; however, we asked them to pay for the shipping label this time since we had already sent two jerseys that were delivered properly according to the package tracking. We sent them helpful and detailed instructions regarding how to create the correct shipping label. [redacted] had trouble receiving our email so we cc’ed [redacted] per [redacted]'s instruction. On November 24th, we received an email from [redacted] with the shipping label attached. This label was set to ship to:[redacted]MELROSE MA [redacted]We mailed out her Jerseys on November 25th. The tracking number [redacted] and the package is shown as delivered.

This company sold me VIP ticket packages to 3 different concerts. They cancelled all 3 out claiming they oversold them. Paid for front row seats, VIP entrance, exclusive fan items, a party and an artist meet and greet. Did not get any of this. They gave me tickets in row 5,13 and 15 even though paid and was told front row. These were the worst nights in my life and I did not get any refunds. The one seat was so bad the group of 6 next to me got up and filed a complaint and was given free tickets to another event. I complained and was told they would have me escorted out(only helped a big group with a celebrity in it). My dying wish was to get one meet and greet before I succumb to cancer and this company destroyed my dreams and crushed my will to fight.

The Director of Guest Services has looked into this case and spoken with this guest directly. She has confirmed guest did, in fact, purchase 2 Scarlet>Fire Seamless Experiences and spoken with the operations team. Due to the confusion on-site at check-in, the standard $25 shipping fee will be...

waived as a token of our appreciation for the guest's patience and understanding throughout this process.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  CID entertainment should be ashamed of their response to my legitimate complaint of lack of VIP treatment.  I am personally tired of arguing with them.They know what is right and what was miserably represented.  I will tell all my friends and acquaintances of their shoddy operation.
Regards,
[redacted]

I am rejecting this response because:If I bought the $45 tickets, they would be way in the back and after fees they're not $45 anyways. Like I said, I'm not paying that much to sit in the back on the lawn. The $45 tickets are horrible.  Even if I do go,  do you really think it's a good idea to have someone who is pissed off go to your event that people paid good money to see? Trust me, it's not. I immediately realized what I had bought was possibly incorrect,  and I immediately tried to clarify. This could have been easy,  but now I'm just unhappy and I'm going to continue to leave reviews everywhere.  I won't lie,  but I'm definitely going let everyone know that I paid $200 for VIP passes that are worthless and you guys couldn't care less. If I can't sell them & transfer them like you said (also against your policy but you're willing to do that??),  then I'm coming and it'll be quite the experience for everyone. 
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I refuse to accept your high standard of service that you claim  to have provided , never again will I utilize your company if that is your standard of service. My daughter should not have to leave crying that her big "gift" lasted  only 15 minutes and she really didn't get to interact with her favorite character 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to thank CID Entertainment for finding a solution to this problem. I know the company had done everything they could do on their end and the trouble was strictly with the third party ticketing company. However, I do appreciate that they developed an acceptable solution to work around the system's strict policies, even after they had told me they did everything that they could do on their end. This additional step made it possible for us to experience this event.
Regards,
[redacted]