Nine9

Mr*** spoke with a representative of Nineinitially on April 4th, regarding his account and servicesAfter not getting a resolution to his call, a member of our billing management team reached out to him on April 7th, and spoke with him at lengthDuring the call, all of Mr
*** complaints were addressed including an explanation as to what the purpose of his February 28th, appointment he failed to show for was forDuring the conversation, Mr*** consistently refused to listen to the representatives responses to his complaints and was insistent on receiving his money backThe billing representative ended the call informing Mr*** that we were unable to refund him for a service he received, but failed to take advantage ofWe are more than happy to assist Mr*** with his purchased service and making sure he is fully able to utilize our user friendly website should he decided to revisit his entertainment needs in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12724885, 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,
*** ***

On June 1st, Ms*** came into our office in Troy and purchased our services which includes a comp card complete with in office photos taken, as well as measurements and skills gathered from the appointment with our talent specialist, ***At the interview the comp card is created,
talent are shown our website, and provided information on casting calls, auditions, and acting workshops for them to attend to build their skills.Since the time of enrollment, Ms*** has accessed our services times (most recently on June 24th, 2017)In her complaint she first states she did not receive casting calls she did not get any casting calls, but then later states she got an email and could not applyAll emails we send talent provide them with all of the information to apply and where the casting is located. As all services have been rendered to the talent, we are unable to honor her request to receive a refund for utilized services.Thank you

We have reviewed the account, as well as the customers rebuttal. We would be able to offer a refund for the comp card set up amount of $249.00. The difference in the requested amount VS offer refund amount is for the monthly subscription fee of $39.95 per month which will not be refunded as services have been rendered regarding that fee.  The customer may contact our billing department between 9AM-5PM standard eastern time to finalize the $249.00 refund.

We have reached out to Mrs. [redacted] regarding her experience with Nine9, but have been unable to get in touch with her. Nine9 would like to resolve any concerns Mrs. [redacted] has to the best satisfaction possible for her, and have agreed to her request for reimbursement. Please reach out to...

our customer service department at [redacted] to speak with a specialist.

Hello Mrs. [redacted],I apologize that you feel that way about your account and the service you have received. When talent enroll we do express to them that setting up their comp card with photos we take is part of our comp card creation process, and does not include professional photography. We take...

these photos at this appointment, as well as your talent development meeting we schedule for you 2-3 weeks after your initial appointment. Mrs. [redacted] was made aware both verbally, as well as in written form that talent are not required to purchase professional photography to be marketed out by Nine9.We'v reached out to Mrs. [redacted] previously to waive her monthly fee for the next 3 months so we can get her back into the office to retake more photos as it looks like they were a no show to your talent development meeting we had originally scheduled for when they enrolled on January 6th, 2018. We are unfortunately unable to refund you as you have been enrolled with us for several weeks and have been marketed out by our castings and customer service team.

[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 would be satisfactory to me.  I will contact customer service to resolve the issue. 
Regards
[redacted]

We have responded to the customers request. After reviewing the information provided, we have agreed to refund the client.

To whom it may concern:The client [redacted] is referring to is [redacted]. Mr [redacted] came into our establishment on April 30th and (With the help of [redacted]) purchased our services. [redacted] logged into the account several times, utilized the services for which was paid for, and was marketed our heavily...

by our client services department. Everything that was explained in the interview, as well as on the various documents, has come to fruition and been delivered to the clients. On May 31st 2015, a member of our talent services department spoke with [redacted] about his concerns with the account after he had stated he would like to cancel. He stated that his concerns for canceling were mainly due to his friend ([redacted]) not wanting to continue with the service and wanted her money back. The same day, May 31st, [redacted] called in to both our [redacted] office as well as our corporate office and spoke with several members of our staff. She not only demanded her funds be returned but she was incredibly disrespectful and rude to several staff members, making dangerous threats to member of our staff. As of June 6th, 2016 we are unable to honor a refund as the cardholder has already disputed the charges with her bank. Any further action will have to wait until the dispute process is complete. Further action regarding the account can be discussed by a member of our customer service team provided the cardholder calls in and talks with the staff respectfully and does not use foul language.

We have been in contact with the customer through email as they were difficult to deal with over the phone and hung up on the representative they were speaking with.The customer is receiving a refund in the amount that they paid of $88.95. This refund should post to their account within 2-5 business...

days. Thank you.

To whom it may concern: This is the corporate office that is responding to the complaint you had initiated. Upon speaking with our staff and the staff in Atlanta, we have agreed upon providing a refund for the set up cost or the account in the amount of $260.00. Please contact our corporate office at [redacted] and ask for [redacted] to verify your card information. Thank you,

We have contacted the consumer on November 22nd 2016 via phone number provided and November 28th via email on file to issue them a credit for the purchase price and have not been able to reach them. The consumer can reach us at [redacted] to speak with customer service regarding their account.

We have reviewed the consumer's complaint and the one month refund the consumer was seeking has already been issued.  It was issued prior to our receipt of the subject complaint.Thank you for your time and attention to this matter.

When talent sign up with our service they agree to a reoccurring monthly service fee as part of our casting service. Ms. [redacted] failed to cancel this service by written request (email, fax, postal letter), which resulted in her receiving those fees. We are unable to honor a request for a...

refund for services that have been rendered.

We have reviewed the consumer's complaint.  Since receiving the complaint we have attempted to contact the consumer directly to clarify any confusion the consumer has with respect to the requirements of our service.  However, the consumer has not provided a return call.  It seems as...

though the consumer is under the impression that professional photography is a requirement for our service. However, that is not the case, the consumer is able to use their own digital photos, our preferred photographers or their own photographer, completely at their discretion.  Although the consumer claims they were told their account would be deactivated if they did not elect to purchase the professional photography, that is not the case.  In fact, as of today's date, the consumer's account has remained uninterrupted.  In addition, the consumer's digital composite card has been submitted to a number of prospective castings.After considering the circumstances, we believe a proper resolution would be two months of complimentary service to give the consumer the opportunity to familiarize themselves with the service more and take advantage of the benefits we provide.  The consumer can contact our VP of Sales, [redacted], via email at [redacted]@onesourcetalent.com or telephone at ###-###-#### to have receive their credit.Thank you for your time and attention to this matter.

To whom it may concern: We received the original complaint submitted by Ms. [redacted] on June 3rd, 2016 regarding the service she experienced at our office in Houston, Texas. We have reviewed the complaint and came to the conclusion that we would offer Ms. [redacted] a full refund for all services she...

paid for. As of today, June 14th, 2016, we have not been able to get in touch with Ms. [redacted] to verify information needed for the refund. A member of our customer service team will contact Ms. [redacted] this morning June 14th, 2016 again to complete the refund for her.  Thank you.

We have reached out to the talent's parent/guardian and resolved any/all issues they have with our company and our service.

We have corresponded with the talent on two different occasions regarding this matter. On March 27th, 2017 they reached out to a member of our appointments team regarding their service, and a billing representative responded the very same day letting her know our cancellation policies and...

procedures. They also received an additional follow up via email on April 6th, 2017.

To whom it may concern:On June 13th, 2016 Mr. [redacted] came into our office and decided to purchase our services. Those services, which Mr. [redacted] was acknowledged about both verbally as well as written format, are to provide prospective models and actors with casting opportunities we post on our...

website as well as submit talent out to. That service is $495.00, not $595.00. As of this date Mr. [redacted] has logged into the account a total of 23 times (most recently on June 26th, 2016) and has been submitted out for casting calls by our client services team (most recently on June 27th, 2016). All of this casting information is available for talent to view on their website. Mr. [redacted] arrived late to his scheduled 3rd interview on June 30th, 2016 and stated he would like a refund for his partial payment he made. The representative advised him to reach out to our customer service team regarding his request. As of this date, we have not received anything from Mr. [redacted] regarding his request. Please submit your written request for cancellation/refund review to our corporate office either by fax or postal mail as referenced in your website submittal authorization form, located in the 3rd paragraph you initial and sign. Once received, he will be contacted back by a member of our staff. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12628917, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
First of all they've never reached out the me sines I called and cancelled my monthly fee and how I told them I was unhappy with my money spent at there location. It's literally been 2 weeks since I've even been enrolled so I don't agree with y'all saying how I've just been with them, plus they're sending me casting calls I could've easily found on my own. If I don't get a full refund I'd be happy with a 50% refund!!!
Regards,
[redacted]