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Packard Music Hall complaints

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1703 Mahoning Avenue NW
Warren, OH 44483 | Get Directions

(330) 841-2931

http://www.packardmusichall.co...

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Total Amount in Dispute:
$97.00

Total Amount Settled:
$97.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Packard Music Hall closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Packard Music Hall

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7/4/2022

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $97.00 Amount Settled: $97.00

Customer Complaint

6/23/2022

I purchased 3 tickets to the BLIPPI Musical for 06/21/22 at the Packard Music Hall for $180 some dollars, which included a photo op. I verified WITH TICKETMASTER, where tix were purchased, that it included the ticket to the show. They confirmed. I have both a screenshot of the conversation with Ticketmaster, as well as a copy of the convo in an auto-generated email from Ticketmaster. Get to the show, manager Jim tells me my ticket is for the photo op only, and there's no way I would have gotten into the venue with my ticket purchased from Ticketmaster, even though we had already been inside the venue for 45 minutes. When I told him I verified that my ticket was included BY TICKETMASTER, he said "I promise you they didn't say that," with a snarky, condescending attitude and walked away before I could show him the conversation. I was forced to spend AN ADDITIONAL $97 FOR 3 MORE TICKETS FROM THEM, EVEN THOUGH I ALREADY PAID $180 FOR 3 TICKETS so my 2 year old son wouldn't be heartbroken. This is absolute robbery. $180 to meet a FAKE BLIPPI and the ticket to the show isn't included? I don't think so. There were other parents present who had the same issue as well. I have photos of the additional tix I was forced to buy, and I still have them if needed for evidence. Resolution Sought I want my $97 refunded.

Company Response

6/27/2022

Please accept our apologies for the confusion. You should have been contact by Ticketmaster on Friday to coordinate a refund. Unfortunately they were mistaken when they told you the Photo Opp ticket included a show ticket as it was clearly stated both on our website and on Ticketmaster.com that it WAS NOT included. The venue has no control over what a show charges for a VIP or photo event and we obviously cant control if the performers are the real person or not - this is a touring production not the television show.

Customer Rebuttal

6/28/2022

Ticketmaster did provide a refund of the initial 3 tickets I purchased, so I’m assuming they took responsibility for the blame. Despite what both websites said, I reached out to Ticketmaster to verify I had purchased all I needed. So when they told me yes, I was under the impression that was all I needed. I understand it was not the venues fault that it was not the real performer and I knew that when I bought the tickets. My issue was buying 6 tickets for 3 people. Ticketmaster resolved this. Not the manager of the venue, who walked away after basically calling me a liar. Going forward, I hope the manager has a better attitude and better customer service. I worked in customer service for over 20 years and would have been fired IMMEDIATELY for speaking to a customer the way he did. Thank you to Ticketmaster for rectifying the situation and taking responsibility for the confusion.

Company Final Response

6/30/2022

Thanks for the feedback. We will review with all of our staff. Yes, Ticketmaster was responsible because they shared the wrong information with the guest. We will consider this case closed.

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