Laurich Construction LLC

[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 11959576, and find that this resolution is satisfactory to me.  Thank you for your consideration and fulfillment of my request.I can be reached at [redacted] to facilitate the refund to my credit card.  Please do advise how you would like me to proceed to complete the refund process.
Regards,
Julie [redacted]

Starshow Presents (Country USA and Rock USA) has a very strict policy that we have been abiding to for 22 years of business. This is the policy of not offering any cancelations or refunds - making all sales final. With that being said, we would also like to stress the importance of our customers’ experience. Starshow Presents strives to ensure satisfaction with our customers  and to keep a positive relationship throughout the ticket buying process to the last day of the festival. We understand Julie’s frustrations. We will offer a refund of the service charge paid of $52.50. We would like Julie’s son Logan to continue his attendance to Rock USA in future years, knowing the importance of service charges in future years. We appreciate our customer’s business and Revdex.com’s assistance in this matter. If our offer is sufficient, please let us know and we would take care of the refund promptly. Regards, Haylle [redacted]Starshow Presents, Inc.Country USA & Rock USA[redacted]Neenah, WI  54956Ph [redacted]Fax [redacted]

On 1/25/17, Logan [redacted] placed an order for (4) 3-Day Reserved tickets to Rock USA. By purchasing a “4-Pack” of reserved seating, Logan saved $32.75 per ticket (a total of $141 saved for the four seats). All 4-packs are assigned by a customer service representative within 7-10 business days...

which is clearly stated in the description of the pack of tickets. On 1/26/17 at 11:30AM, our employee contacted Logan regarding assigning his reserved seats, and the remaining balance due prior to being able to assign seats. For approx. 15 minutes, Rock USA’s ticketing system experienced technical difficulties causing these 4-packs to not be charged a service charge of $12.50 per ticket. During this time, very few orders were affected, but unfortunately Logan’s order was. This service charge is distributed to Rock USA’s ticketing company who generates the print-at-home tickets (Gingerbread Shed), and Paypal who processes all credit and debit cards. Unfortunately, Rock USA employees are unable to assign these seats until the order’s remaining balance is fulfilled. When leaving the voicemail with Logan, we explained that Logan would need to pay $52.50 for these service charges in order for us to assign seats. In this message, we did explain that the sooner the customer returns this call, the better seating they would be assigned to due to availability.  On 1/27/17, Julie called our ticket center upset with this charge. As explained to Julie by our customer service representative, and our COO, we understand her frustrations and apologize for the inconvenience – however this was a charge that needed to be paid. Julie did call back within an hour to make the payment of the $52.50; completing her order and her seats were assigned at that time.  Therefore, her seats were assigned in less than two days of the order being placed which is well within the 7-10 business days as stated on the description of the pack of tickets that were ordered. It also states on the Ticket Page: Service Charge and tax on all orders; therefore we do make our customers aware that service charge will be applied to all orders. Rock USA is proud to be one of the most cost efficient rock festivals in the US. While we understand Julie’s  frustration regarding the cost of our service charge, we would like to note that this fee is comparable or less than other festivals and/or music venues. Logan [redacted] has purchased tickets with our company in the past and has paid $32.00 in service charges, so he was obviously aware that our company does charge service charges as do ALL other ticketing companies. Haylle [redacted]Starshow Presents, Inc.Country USA & Rock USA[redacted], WI  [redacted]