One Feather Lighting LLC

As outlined through multiple forms of communication with Mr [redacted] during the week of 10/15/17, the remaining balance of Mr [redacted] ’s ticket purchases will be processed over the course of the next week pursuant to the Cleveland Indians refund policies The Cleveland Indians’ ticket office processes refunds by playoff series, which can be a lengthy process when more than one postseason series needs refunded Mr [redacted] has been fully advised of this process While the Cleveland Indians strive to refund payments and deposits as soon as possible, it apologizes to its fans for the inevitable delay involved when refunding postseason ticket purchases If Mr [redacted] has any additional questions specifically regarding his refund, he may continue to contact Cleveland Indians representative John B***, who has communicated with Mr [redacted] at length regarding his refund Mr [redacted] ’s additional assertions are completely inaccurate and do not warrant a formal response

Thank you for contacting us and for your support of the Indians in the pastWe understand your concerns regarding the difference between prices online and prices at the ticket windowTickets purchased online are always less expensive than tickets purchased at the ticketing window as there are processing fees at the ticket window to cover the costs of the labor and systems required to process the ticket order at the ballparkThe Indians consistently market the importance of 'buy eraly and save' by directing fans to purchase online at Indians.com, on the radio broadcast, and in-game on the television broadcast for those fans who want to get the best possible value in terms of the ticket priceBuying online avoids the costs associated with purchasing, processing, and printing a ticket at the ticket window; the further in advance the purchase is made online, the better the value in terms of savingsWe understand the challenges with computer access and would suggest two alternatives if maximum savings is the objectiveFirst, tickets may be purchase on a mobile deviceWe have fan services folks outside the ticket window who can assist in purchasing on a mobile device on game days, and they are available to help via phone at Second, indians.com can be acessed for free on a computer at the local libraryAgain, if there are questions regarding how to purchase online, an indians fan servces person can assist at The Indians appreicate your support of the team over the years; however, we will not provide a refund The difference in prices (at the window versus online) has been clearly communicated in our marketing for more than two yearsUltimately, you made the choice as a fan to buy the tickets at the ticket window versus buying them online and incur the higher costs associated with the game day purchase at the ticket window

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Mr***'s 7/12/complaint regarding ticket prices at the box office being higher than they are online is consistent with complaints he registered on 7/26/and 3/15/In all three instances, the Indians responded to his cimplaints in a timely and respective manner.His 7/16/email complaint
about buying tickets in the Strongsville team shop was handled to resolutionMr*** expressed frustration about the service he received after purchasing tickets, leaving the store, and returngin for a ticket exchangeWhile the policy in the team shop was no excchanges after purchasing and leaving the team shop, the store manager used her discretion to make an exception for Mr*** - and ensured he understood the policyMr*** complained about the service depsite the fact that the store manager did allow the exchangeHis additional written comments, captured in email and logged in our CRM system, reflected frustration about the ethnicity and gender of the individual who actually made the choice to do the right thing and make ann exception for him.His 3/15/(Saturday) email complaint received an email on 3/15/(Monday) informing him that buying online is the best way to get the best value in terms of price, and is less expensive than buying a paper ticket at the box officeThe email exchange, also logged in our CRM system, clearly states "as an incentive to try the Fan Pass/Print-at-home ticket option, we offer fans a discount on the face value of tickets by purchasing online at www.indians.comYou can expect to pay 15%-20% less online than in person, even with service fees."His 7/12/email response recieved a response on 7/13/15, and included similar messaging that the 7/16/email message indicated in terms of the difference between buying at the box office and buying onlineSpecifically, the email sent to Mr*** on 7/12/indciated "we always encourage our fans to purchase online first because you save 10-20%When purchasing in person at the box office the ticket price indeed is more because the service is also being provided." When Mr*** indicated he did not receive a response to the 7/12/email complaint, he received a second email on 7/26/Again, the email on 7/26/explained the difference between pricing at the window versus online.The Indians appreicate Mr***'s support of the team over the years; however, we will not provide a refund The difference in prices (at the window versus online) has been clearly communicated multiple timesUltimately, Mr*** made the choice to buy the tickets at the ticket window versus buying them online

Thank you for contacting us and for your support of the Indians in the pastWe understand your concerns regarding the difference between prices online and prices at the ticket window Tickets purchased online are always less expensive than tickets purchased at the ticketing window as there are processing fees at the ticket window to cover the costs of the labor and systems required to process the ticket order at the ballparkThe Indians consistently market the importance of 'buy eraly and save' by directing fans to purchase online at Indians.com, on the radio broadcast, and in-game on the television broadcast for those fans who want to get the best possible value in terms of the ticket priceBuying online avoids the costs associated with purchasing, processing, and printing a ticket at the ticket window; the further in advance the purchase is made online, the better the value in terms of savings. The Indians appreicate your support of the team over the years; however, we will not provide a refund The difference in prices (at the window versus online) has been clearly communicated in our marketing for more than two yearsEvery script for radio (*** *** ***) and television broadcast (*** *** *** *** *** * ***) has the same message track that we use on Indians.com.Buy tickets early and online for the best prices available, even including online feesPurchasing tickets online costs less than buying in-person at the box office or team shop, even including online fees.We understand the challenges with computer access and would suggest two alternatives if maximum savings is the objectiveFirst, tickets may be purchase on a mobile device (any phone with internet access)We have fan services folks outside the ticket window who can assist in purchasing on a mobile device on game days, and they are available to help via phone at Second, indians.com can be acessed for free on a computer at the local libraryAgain, if there are questions regarding how to purchase online, an indians fan servces person can assist at 216.420.4487. Unfortunately, the Indians will not refund the difference between the online price and the ticket office priceUltimately, your grandson made the choice as a fan to buy the tickets at the ticket window (versus buying them online) and incurred the higher costs associated with the game day purchase at the ticket window

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.
Regards,
*** ***

After receiving the complaint from *** *** (**), I contacted **th our Director of Fan Services, Angel J*** (AJ), and Manager of Ballpark Operations, Steve W*** (SW), for additional data/information based on any direct interaction with **AJ spoke with Sarah F* (SF), our Client
Service Specialist with responsibility for managing **'s accountSW spoke with Liane (Ballpark Operations Gameday staff) and learned the following:> ** went outside the left gate to smoke, leaving his two children inside the gate within his sight. > While ** was outside the Cavs game let out and the plaza was busy with additional fans, creating lines to get back into the ballpark** attempted to re-enter through the exit gate and was turned around; this upset **. > ** went to the Fan Services Center and Liane began to speak with him a**ut the incident along with Traci C*** (TC)** claimed that ** was called a “hy” by the security guard and ** took offense to this while expressing ** did not want want his children to know this word Liane asked ** to point out the employee who called ** the derogatory name, and ** refused. Later Liane went over to the Left Field Gate and spoke with all the staff members involved; the staff at the Left Field Gate stated that nothing like that was said to **The security guard who would have been responsible for re-entry in this area was stunned at the accusationAt the end of the day, ** was upset; if anyone within the Indians organization made a derogatory comment to **, the Indians apologizeTC and attempted three (3) seat visits during the balance of the ballgame to update **, but no one was present in the seats when TC attempted the seat visits> AJ shared that no additional follwas done by Ballpark Operations after the game; it is understandable that ** may have felt someone would call him to follow-up. > AJ shared the learning from the incident with SF; SF called **, apologized for the experience, and extended tickets to ** for an upcoming game SF will add ** to SF's seat visit list as well ** said he appreciated this and that ** will email SF when ** figures out which game ** can attend.The Indians are committed to provide a safe, secure, and family-friendly environment for all of our fansWe apologize if **'s experience and interaction with Game Day Staff was not positiveSF has extended tickets to a future game to **, and will make a seat visit to ** during a future game to apologize in person.Brian Barren

Brian B*** (Indians EVP Sales & Marketing) shared the complaint from *** *** with *** *** (Indians Director of Service) last week, and *** had Ashley P*** (Indians Fan Services Account Specialist) reach out to *** directlyThe Indians did not handle ***'s initial request
for post-season tickets appropriately, and apologize for the poor service *** receivedAshley P*** offered to line up post-season strips for *** to purchase, and will be reassigned as ***'s service representative if *** decides to renew his Season TicketsThe Indians apologize for the poor service, and have learned from this complaintIn closing, the Indians extend their deepest sympathy to *** and his family for the loss of a loved one

After reviewing Mr***s account, we truly understand his disappointment and frustration. When Mr***s service representative received a message from him, he did immediately ask approval to contact our ticket office to expedite his refund process, and the ticket office processed
the request the same day The Cleveland Indian’s ticket office processes refunds by playoff series, which can be a lengthy process when more than one series needs to be refunded. While the Cleveland Indians strive to refund payments and deposits as soon as possible, it apologizes to its fans for the inevitable delay involved when refunding post season ticket purchases Again, we apologize for the delay, and his service representative will follwith Mr*** this week

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for contacting us and for your support of the Indians in the pastWe understand your concerns regarding the difference between prices online and prices at the ticket windowTickets purchased online are always less expensive than tickets purchased at the ticketing window as there
are processing fees at the ticket window to cover the costs of the labor and systems required to process the ticket order at the ballparkThe Indians consistently market the importance of 'buy eraly and save' by directing fans to purchase online at Indians.com, on the radio broadcast, and in-game on the television broadcast for those fans who want to get the best possible value in terms of the ticket priceBuying online avoids the costs associated with purchasing, processing, and printing a ticket at the ticket window; the further in advance the purchase is made online, the better the value in terms of savingsWe understand the challenges with computer access and would suggest two alternatives if maximum savings is the objectiveFirst, tickets may be purchase on a mobile deviceWe have fan services folks outside the ticket window who can assist in purchasing on a mobile device on game days, and they are available to help via phone at Second, indians.com can be acessed for free on a computer at the local libraryAgain, if there are questions regarding how to purchase online, an indians fan servces person can assist at 216.420.4487. The Indians appreicate your support of the team over the years; however, we will not provide a refund The difference in prices (at the window versus online) has been clearly communicated in our marketing for more than two yearsThe messaging on indians.com is consistent with the script read on the radio (Hamilton/Rosenberg) and television (Underwood/Manning).Buy tickets early and online for the best prices available, even including online feesPurchasing tickets online costs less than buying in-person at the box office or team shop, even including online fees.The Indians appreciate your support of the team over the years; however, we will not provide a refund The difference in prices (at the window versus online) has been clearly communicated in our marketing for more than two yearsUltimately, you made the choice as a fan to buy the tickets at the ticket window versus buying them online and incur the higher costs associated with the game day purchase at the ticket window

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have not been notified of any such policy by the team through any means!
 
Regards,
[redacted]

As outlined through multiple forms of communication with Mr. [redacted] during the week of 10/15/17, the remaining balance of Mr. [redacted]’s ticket purchases will be processed over the course of the next week pursuant to the Cleveland Indians refund policies.  The Cleveland Indians’ ticket office...

processes refunds by playoff series, which can be a lengthy process when more than one postseason series needs refunded.  Mr. [redacted] has been fully advised of this process.  While the Cleveland Indians strive to refund payments and deposits as soon as possible, it apologizes to its fans for the inevitable delay involved when refunding postseason ticket purchases.  If Mr. [redacted] has any additional questions specifically regarding his refund, he may continue to contact Cleveland Indians representative John B[redacted], who has communicated with Mr. [redacted] at length regarding his refund.   Mr. [redacted]’s additional assertions are completely inaccurate and do not warrant a formal response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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]

Tell us why here...We have reviewed [redacted] sister's account, and we understand their disappointment.  We have submitted a request to expedite the refund to the VISA ending in [redacted].   The Cleveland Indians’ ticket office processes refunds by playoff series, which can...

be a lengthy process when more than one postseason series needs refunded. While the Cleveland Indians strive to refund payments and deposits as soon as possible, it apologizes to its fans for the inevitable delay involved when refunding postseason ticket purchases.  Again, we apologize for the delay, and if [redacted] has any other questions regarding his refund, we ask that he calls and speaks with the service representative assigned to his sister's account.

Thank you for contacting us and for your support of the Indians in the  past. We understand your concerns regarding the difference between prices online and prices at the ticket window. Tickets purchased online are always less expensive than tickets purchased at the ticketing window as there...

are processing fees at the ticket window to cover the costs of the labor and systems required to process the ticket order at the ballpark. The Indians consistently market the importance of 'buy eraly and save' by directing fans to purchase online at Indians.com, on the radio broadcast, and in-game on the television broadcast for those fans who want to get the best possible value in terms of the ticket price. Buying online avoids the costs associated with purchasing, processing, and printing a ticket at the ticket window; the further in advance the purchase is made online, the better the value in terms of savings. We understand the challenges with computer access and would suggest two alternatives if maximum savings is the objective. First, tickets may be purchase on a mobile device. We have fan services folks outside the ticket window who can assist in purchasing on a mobile device on game days, and they are available to help via phone at 216.420.4487. Second, indians.com can be acessed for free on a computer at the local library. Again, if there are questions regarding how to purchase online, an indians fan servces person can assist at 216.420.4487. The Indians appreicate your support of the team over the years; however, we will not provide a refund.  The difference in prices (at the window versus online) has been clearly communicated in our marketing for more than two years. Ultimately, you made the choice as a fan to buy the tickets at the ticket window versus buying them online and incur the higher costs associated with the game day purchase at the ticket window.

[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]

Thank you for the message; we will process a refund. We regret that you were unable to exchange into the games before the deadline and the communication was unclear in terms of deadlines. We will incorporate your feedback into our plans moving forward.

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

Regards,
[redacted]