Payless Rentals

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Revdex.com, First off, we would like to welcome Mr*** *** to the conversation, as he has yet to be involved with this situation at any point in time. We have not exchanged e-mails, phone calls, or in-person interactions with Mr*** regarding this matter. We're not sure how well aware he is about the specific details, but appreciate his response. After waiting two months since we filed a complaint with Revdex.com on August 10th, it is obvious based on their lengthy response time how this issue is not important to the Suns' organization. In going through Mr***'s letter, there is no mention about how Suns' management has failed to respond since our last e-mail to them on June 28th. No one within the Suns' organization has communicated with us in the months since then. They have failed to answer our outstanding questions and refuse to acknowledge our concerns. We're not sure how this equates to "world-class customer service", but we know how poorly we've been treated during this time. Since we initially brought this issue to the Suns' attention on March 23rd, the Suns have continued to handle their business in an unethical and deceiving manner. We've been cheated, lied to, and personally attacked by members of the Suns' management, including President *** ***. Mr***'s unprofessional and inappropriate attack towards *** *** during our group meeting was absolutely appalling to everyone involved. His conduct was unbecoming for anyone, let alone someone in his position. In the months since our June 1st meeting, we have repeatedly asked for an apology from Suns Owner *** *** and Mr***. They have refused to apologize as a result of the heated conduct by Mr*** towards *** ***. Mr*** has never communicated with us at any point, despite numerous contact efforts on our part. This shows us exactly how the Suns' organization values and appreciates us as longtime & loyal Suns' season ticket holders. Suns' management has shown absolutely no apologetic, remorseful, or sincere demeanor towards us during this entire ordeal. It is truly indicative of how they feel and we are now able to comprehend how they've treated many fans who are no longer associated with the organization. The current regime is a terrible reflection on the Suns' storied history, which was built by a previous owner.In addressing the first ticketing incident, Mr*** mentioned how the Suns employee who offered the deal by "error" is no longer with the organization. This is false, as has been the case with many important details the Suns have shared along the way. The person who sat behind us was offered the heavily discounted tickets and inflated incentives by Mr*** ***. Mr*** is still with the Suns' organization as their Manager of New Business Development. He has been with the Suns since June 2012, when he started as a Sales Consultant. This particular incident occurred prior to the (2013-2014) season, while the discounted season ticket rates were offered for seasons. During previous meetings,current members of the Suns have placed the blame on former employees, while failing to take ownership in the process Mr*** & the Suns have failed to acknowledge or discuss the several other pricing incidents I have been made aware of during this situation. In a second instance, one longtime Suns season ticket holder attended the Suns SeatRelocation Event in May 2014. In looking for an extra pair of tickets to add to his account, a Suns employee waved himover to view a seat location in privateThe Suns offered him seats in Sec for $ per ticket pergame. The season ticket price was significantly below face value. These seats were not listed as available on the public board and were not madeavailable to the public After purchasing this discounted deal for the (2014-2015) campaign, the season tickets increased in price for the (2015-2016) season, but were still belowface value. Again, discounted tickets were offered for more than season and these offers were not made available toall. After sharing this information with the Suns, *** *** stated they’ve been unable to “detect” and “locate” thespecific account in Sec 124. In a third instance with a chiropractor, who had been a shareholder of Suns tickets for many years, hedecided to pursue season tickets of his ownHe called the Suns several years ago and inquired about availableseating in the lower level. The Suns explained their availability and prices, before focusing on a pair of seats inSec 110. These seats were too expensive for his liking, which led to a haggling situation. The chiropractor stated the price he would beable to afford and told the Suns he would only purchase the tickets at hisrate. The Suns obliged and discounted the listed season ticket prices for this prospective season ticket holder. After sharing this case with the Suns, Mr*** said the discounted seats in *** *** are no longer occurring, which is something I already knew. The main point is this is not a one-time "error" or "mistake." These pricing situations have repeatedly occurred throughout the arena and the Suns have admitted these discounted rates have continued for many seasonsThe Suns claim they've made "every reasonable effort to resolve this matter", but that is far from the case. Mr*** stated how the Suns have offered autographed merchandise, experiences, and tickets to (6) (Mercury, Rattlers, concerts, & member events). We have never been offered tickets to any concerts. We were only extended tickets to two Mercury games and one Rattlers game. The autographed basketball was returned to the Suns, since it was not a necessary answer to resolve this situation. The member events are something every Suns full season ticket holder is entitled to attend, not a special invitation due to our circumstances. Based on paying full price for our season tickets each season, these events come with our season ticket membership. If Suns' management truly "valued its customers" and made a "fan-first approach", we would not be standing where we are today. The Revdex.com prides itself on recognizing businesses who behave and run in an ethical manner. Throughout the course of this issue, the Suns' organization has failed to handle themselves ethically. They've continually operated in a deceiving, secretive, unfair, and unethical fashion, alienating their most loyal supporters as a result. Failing to respond via e-mail, phone, or regular mail is not the proper method to resolving these cases. Refusing to apologize and take responsibility for their actions, showcases the true culture of the Suns. Taking two months to reply to the Revdex.com complaint proves how little we mean to Suns' management. To this day, the only resolution the Suns have offered was a refund towards this season's payments. The Suns would prefer for us to go away and don't want us to remain loyal to OUR team. We declined the offer, but please understand that there have been no other resolutions extended by the Suns' organization.As has been our goal from the very beginning, we're looking for a resolution to this matter. We requested a full refund for the ($ 14,156) price difference in season tickets over this 3-season period. We asked Mr*** and Mr*** to apologize, but no response was received in return. We posed many reasonable and logical questions to Suns' management, only to receive no communication since that June 28th e-mail. Mr*** noted how they've "offered everything we can to resolve the concern", but this is far from the truth. The Suns can claim they reserve the right to make the final decision on all ticketing transactions, but they have failed miserably to operate their business in a fair and ethical manner. If the Suns' organization stands by their business practices and feels proud of their conduct, all Suns season ticket holders should be aware of how they operate. If everything is transparent and first-class, every Suns' customer should have the opportunity to realize exactly how the Suns' organization treats their fans. We have been cheated, deceived, and treated unprofessionally by the Suns. We are not satisfied with their response and this does not equal a resolution by any means. All of our questions need to be answered, an apology should be written by Mr*** & Mr***, and communication must be initiated on their end. Mercury tickets, Rattlers tickets, and a signed basketball does not equate to the ($ 14,156) we're owed as your most devoted fans. This is not an equitable resolution on the Suns' part. We will continue to communicate and handle ourselves with the utmost respect and professionalism for the Suns' organization. At the very least, we would appreciate similar behavior in return during this time.Sincerely,Dr& Mrs* *** ***

Thank you for allowing me to respond to the Complaint.  We take great pride in offering world-class customer service to our Fans and Members.  Let me start by providing a little background.As a business, we reserve the right to make the final decision on terms and pricing on all of our ticketing transactions.  Four seasons ago, we offered a “deal zone” area within our Arena that we first offered to existing Members in an attempt to grow our business.  The Complainant, as a Member, was presented this offer via email, but did not accept.  Unfortunately, we had a sales person who mistakenly offered to a buyer a location that was not in the “deal zone”.  Once we realized the error, we agreed to honor the pricing for that particular ticket buyer.  The sales person is no longer with the organization, and the ticket buyer is currently not a Member.We have had numerous discussions with the Complainant in an attempt to explain and resolve the perceived issue, including over two dozen emails from the organization, at least six phone calls from our Senior Vice President/Chief Sales Officer, and one face-to-face meeting.  The Complainant does not seem to want to appreciate the actual circumstances.  We have made every reasonable effort to amicably resolve the matter, including offering the Complainant experiences and autographed merchandise.  In addition we have invited the Complainant to at least six games/events (Mercury games, Rattlers games, Concerts, Member Events, etc.), but they have declined to attend.We really do value our customers and we take a fan-first approach in these types of situations.  However in this case, we believe we have offered everything we can to resolve the concern but to no avail.Thank you for taking the time to read our response.[redacted]Executive Vice President/CFO

Thank you for allowing me to respond to the Complaint.  We take great pride in offering world-class customer service to our Fans and Members.  Let me start by providing a little background.As a business, we reserve the right to make the final decision on terms and pricing on all of our...

ticketing transactions.  Four seasons ago, we offered a “deal zone” area within our Arena that we first offered to existing Members in an attempt to grow our business.  The Complainant, as a Member, was presented this offer via email, but did not accept.  Unfortunately, we had a sales person who mistakenly offered to a buyer a location that was not in the “deal zone”.  Once we realized the error, we agreed to honor the pricing for that particular ticket buyer.  The sales person is no longer with the organization, and the ticket buyer is currently not a Member.We have had numerous discussions with the Complainant in an attempt to explain and resolve the perceived issue, including over two dozen emails from the organization, at least six phone calls from our Senior Vice President/Chief Sales Officer, and one face-to-face meeting.  The Complainant does not seem to want to appreciate the actual circumstances.  We have made every reasonable effort to amicably resolve the matter, including offering the Complainant experiences and autographed merchandise.  In addition we have invited the Complainant to at least six games/events (Mercury games, Rattlers games, Concerts, Member Events, etc.), but they have declined to attend.We really do value our customers and we take a fan-first approach in these types of situations.  However in this case, we believe we have offered everything we can to resolve the concern but to no avail.Thank you for taking the time to read our response.[redacted]Executive Vice President/CFO