Promenade Park Apartments

We are very sorry to hear that this customer has decided to cancel his subscription to Backstage, the world's most popular and trusted resource for actors.This customer's Backstage membership has now been cancelled, and the most recent renewal charge has been fully refunded as of todayIt may take a few days before this is reflected on the customer's credit card statement, but the refund has been issued.The subscription was actually cancelled earlier, when the customer requested itThe customer's access to the service was still available through the term he'd paid for; and auto-renewal was turned off when this was requested.However, we must note that when the customer originally subscribed to the service, our records show that he did sign up for an annual auto-renewal accountAnd our records show that the customer was sent a reminder about the upcoming auto-renewal a month before the renewal occurredDeactivation of auto-renewal or cancellation of the subscription could have been requested at any time during the months of the original subscription to prevent the auto-renewal chargeAnd a cancellation and refund on the auto-renewed subscription could even have been requested up to five days after the subscription renewedBut in this case the customer did not make the request until after the renewal had occurred, and well after the refund window agreed upon in the terms of service.Additionally, we should clarify that Backstage's customer support team can be contacted via our Help Center's online contact form; regular email; voicemail; and live chat on the site.We hope that the customer will reconsider joining Backstage again in the futureAnd if he needs any assistance with getting the most out of the site's acclaimed services in the future, our customer care team will be happy to help

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 and the matter has been resolved Sincerely, [redacted]

We are very sorry to hear that this customer has decided to cancel her subscription to Backstage, the world's most popular and trusted resource for actors Upon sign up, users are required to read and understand our terms and conditions, part of that being that their subscription is
auto-renewing until cancelled This is the same business model that Netflix, Spotify, gym memberships and even self-storage companies use, so it is not unique to Backstage by any means Upon sign up users are sent an email detailing their subscription, when it will renew and for how much In addition, they also receive an email one month before renewal notifying them when the renewal will take place If the email address that the user has signed up with is not checked, or these emails are not read, then the user will be uneducated on what is going on with their subscription and situations such as this one then occur.Although it is not Backstage policy to reimburse customers who neglect to read our communications, we have made an exception for this user. Their membership has now been cancelled, and the most recent renewal charge has been fully refunded as of today, though it may take a few days for their bank to process the transaction

We apologize for the confusionThe customer (or someone using the customer's name, email address, credit card, etc.) signed up for a Backstage account in October, and the charge for that account (in the amount the customer selected when they signed up) was processed in NovemberThe customer
subsequently filed a complaint with Backstage demanding a refundThe customer's wording led to some confusion -- our customer service team interpreted his complaint to indicate that he was reporting that his credit card was stolen and used to purchase the Backstage account by someone other than him; so our customer service team advised him to contact his bank about the stolen cardBackstage was expecting a chargeback and fraud report to be issued by the bank to handle the refundHowever, evidence now suggests that the customer likely was not reporting a stolen card, and instead had signed up for Backstage and just wanted to get a regular refund well after his initial sidateWe have now processed that refund in full, per the request

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 and the matter has been resolved
Sincerely,
*** ***
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*** *** Not sure how to update your database, but this complaint was fixed and handled. Thank you Revdex.com! ***

We are very sorry to hear that this customer has decided to cancel her subscription to Backstage, the world's most popular and trusted resource for actors Their membership has now been cancelled, and the most recent renewal charge has been fully refunded as of today, though it may take
a few days for their bank to process the transaction.It is important to note that all Backstage subscriptions are auto-renewing and have always been that wayThis is stated in our terms of service, which customers are required to read and agree to before creating an accountI looked into this customer's transaction history and found that their previous subscription was cancelled due to non-payment, which might explain why they had no memory of our auto-renewal business model All Backstage subscribers are sent an email automatically days before renewal reminding them of their subscription should they want to cancel, but unfortunately some users mark these emails as spam, or (in this case) they change their email address without updating their Backstage account, resulting in them not receiving the message Backstage is unfortunately powerless to notify these customers in this situation.After receiving several heated emails from this customer after hours, an agent responded in an unprofessional manner, and since then has been coached on proper etiquette when in difficult situationsWe apologize for that regrettable interaction and want to make it known that in no way is this the standard response one can expect from Backstage customer serviceWe hope that despite our improper handling of this situation the customer will reconsider joining Backstage again in the futureAnd if she needs any assistance with getting the most out of the site's acclaimed services in the future, our customer care team will be happy to help

We are very sorry to hear about this customer’s experience with Backstage, the world's most popular and trusted resource for actorsThis is a rather complex series of complaints so I’ll address them as best I can The customer had an issue regarding what she referred to as a “merging” of her
and her daughter’s account From her point of view, her casting notices now appeared to be originating from her child daughter’s account, so no actors were taking it seriously At Backstage, accounts cannot be linked or merged in any way Based on the data in our system, it appeared to be user error: the customer had accidentally posted the casting notices while logged into her daughter’s account That being said, users in no way can see who is posting casting notices (this is intentional, to protect casting directors from being spammed by actors) so the only contact information on the casting notice is whatever the poster manually enters on the casting notice In no circumstances could an actor see that this notice was attached to an account for a minorWe at Backstage attempted to explain courteously how our system works to this customer, and offered to make any number of changes to assist her, including moving her casting notices to her personal account, changing her logins and many other options, but she was unwilling to hear anything contradictory to what she mistakenly surmised had occurred to her and her daughter’s account Indeed, when I spoke with the customer over the phone she quickly devolved into shouting over me whenever I would speak a word I was as patient as I could be, but in the end the customer hung up on meAs per the customer’s request we turned off the auto-renew feature of her subscription so it would not renew in July When we do this, customers still have access to their accounts until the end of the period they’ve paid for, in this customer’s case July *** The customer claimed she had no access to her account, but it was determined she was using the wrong login I communicated to her no less than times the correct login, even going as far as to ask if she would like me to change her login to something more memorable to help assist her in getting into her account, but my question went unansweredThere have been uncountable emails and chats spamming our system from this customer since then, most of them abusive and difficult to comprehend I have attempted on many occasions to explain our systems using a combination of text and screenshots to show this customer that what she mistakenly assumed had occurred to her accounts had not in fact occurred, but they were met with the same copy-pasted response of abuse in all caps lockA few days ago, a charge of $was levied against her account by our system When she contacted me in regards to this charge, I looked into it and discovered the customer had signed up for a semi-annual upgrade, which caused the system to charge her on 7/* when her original monthly subscription was completeWe have since refunded the customer not only her monthly subscription charge for the month of June ($19.95), I have also refunded the semi-annual subscription charge ($95.70) We have literally given back every dollar this customer has spent with Backstage, and we have addressed every one of her complaints in a calm and courteous fashion I am uncertain at this point what additional things we can do to assistIf you have any additional questions please don’t hesitate to reach out to Backstage customer service, I would be happy to help. Tell us why here

Hello,I am the Customer Experience Manager at Backstage and I am very sorry to hear that this customer has decided to cancel with us, and that they were dissatisfied with their experience I read over the chat transcript in question and feel that although Richard was perhaps a bit rigid in his
adherence to our refund policy, he was neither abrupt nor rudeIn fact he was quite apologetic Never were the words "Per our policy, we don't do refunds" written in that interactionAs per the terms and conditions that all users are required to read and agree to before creating an account is possible, month-to-month subscriptions are ineligible for refunds except in cases of fraud, double-billing or other clerical errors Customers have the opportunity to cancel their subscription at any time by either calling our phone number or contacting customer service through email or chat It's important to note that cancellation grants the user access for the time they have paid, in this instance the customer will retain access until 12/*/16.All that being said, I am happy to make an exception for this customer As of this moment I have refunded the customer for the $and they should see this reflected in their bank statement sometime within the next three business days or so, depending on their bank.Please let me know if you have any additional questions, I would be happy to address them. Chris K***Customer Experience Manager

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 and the matter has been resolvedThank you so much for your help
Sincerely,
*** ***

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 and the matter has been resolved.
Sincerely,
[redacted]

We are very sorry to hear that this customer has decided to cancel his subscription to Backstage, the world's most popular and trusted resource for actors.This customer's Backstage membership has now been cancelled, and the most recent renewal charge has been fully refunded as of today. It may...

take a few days before this is reflected on the customer's credit card statement, but the refund has been issued.The subscription was actually cancelled earlier, when the customer requested it. The customer's access to the service was still available through the term he'd paid for; and auto-renewal was turned off when this was requested.However, we must note that when the customer originally subscribed to the service, our records show that he did sign up for an annual auto-renewal account. And our records show that the customer was sent a reminder about the upcoming auto-renewal a month before the renewal occurred. Deactivation of auto-renewal or cancellation of the subscription could have been requested at any time during the 12 months of the original subscription to prevent the auto-renewal charge. And a cancellation and refund on the auto-renewed subscription could even have been requested up to five days after the subscription renewed. But in this case the customer did not make the request until after the renewal had occurred, and well after the refund window agreed upon in the terms of service.Additionally, we should clarify that Backstage's customer support team can be contacted via our Help Center's online contact form; regular email; voicemail; and live chat on the site.We hope that the customer will reconsider joining Backstage again in the future. And if he needs any assistance with getting the most out of the site's acclaimed services in the future, our customer care team will be happy to help.