Complaints

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• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On 8/31/2024 I purchased three tickets in the amount of $85.56 for a Kids *********** event sponsored by ***** ************************ OPERATING COMPANY operating as BALTIMORE ARTFUL PLAYHOUSE.2. The location of the event was listed as *********************************************************************************3. When we arrived at the event the doors were located, no one answered after banging on the door, and there was no doorbell. We eventually left without attending the event.4. Baltimore Artful Playhouse refuses to refund the monies paid even though we did not and were unable to attend the event.

  Business Response

  Date: 09/29/2024

  
  
  **Updated Response to ************************* Regarding Kids Paint & Sip Event on August 31, 2024**
  
  **Overview:**
  ***** ******** filed a complaint regarding her inability to attend the Kids Paint & Sip event on August 31, 2024, at ************************************************************, MD. She claimed she arrived at the venue but could not gain entry. However, after thoroughly reviewing her evidence and communication, multiple inconsistencies in her account raise questions about her actions and good faith in resolving the matter.
  
  **Event Details:**
  - Event: Kids Saturday Karaoke Sip and Paint
  - Date: August 31, 2024
  - Time: 12:30 PM to 2:30 PM
  - Location: ****************************************************************************************
  
  **Customers Claim:**
  Ms. ******** initially claimed confusion over the venues location, citing a mix-up between North and **************************. Following that, she claimed the venue did not exist. However, she later stated she had arrived but could not gain entry. These changing accounts make her claim difficult to verify.
  
  **Discrepancies in the Claim:**
  - **Confusion over Street Sign:** Ms. ******** first stated she was confused about North versus *************************, implying she could not find the venue. However, after clarification and proof that the venue was indeed at *************************, her story changed, and she later claimed the venue did not exist.
  - **Contradictory Visual Evidence:** Ms. ******** provided an image of the venue, despite her claim that it "did not exist." This contradiction raises further doubts about her presence at the event. Additionally, the image she provided showed a front board with graffiti, which is inconsistent with the venues current condition. We have an updated image taken within the last ***** days, and there is no graffiti on the front of the building, as shown in her image. This suggests she may have been looking at a different location or submitted an older photo not reflecting the current state of the venue.
  
  **Exhibits Submitted by Ms. ***************** **Screenshot from ****** Maps at 2:01 PM:** This screenshot indicates she was still **24 minutes away** from the venue at **2:01 PM**, despite the event ending at **2:30 PM**. The timing and directions in this screenshot suggest that Ms. ******** had not yet arrived at the event when the screenshot was taken.
  2. **Screenshot of Ticket Information at 1:59 PM:** At this time, she was still reviewing her tickets instead of being at the event. This raises questions about whether she attempted to attend the event at all, given that the event was nearing its end.
  3. **Eventbrite Screenshot:** Ms. ******** submitted a screenshot from the ticket purchasing platform, **Eventbrite**, which clearly states that the tickets are **non-refundable**. Additionally, the Eventbrite page for the event states: _If anything should happen, we will reschedule you for the next available session._ This was made clear to all attendees, and Ms. ******** agreed to these terms when she purchased her tickets. Despite this, she is now requesting a refund, which goes against the policy she agreed to.
  
  **Attempts to Resolve the Issue:**
  Despite these discrepancies, we have made multiple attempts to resolve the matter in good faith:
  - We offered to reschedule her tickets for a future session, aligning with our clearly stated policy.
  - We offered a partial refund for two children's tickets, while holding the remaining ticket for future use. Ms. ******** declined this offer.
  - We also offered complimentary school supplies for her children as a goodwill gesture, which she also declined.
  
  **Legal Support for Our Policy:**
  Our refund and rescheduling policy complies with Marylands **Consumer Protection Act (CPA)**, which allows businesses to enforce non-refundable policies provided they are clearly communicated at the time of purchase. As part of our Eventbrite listing, it was clearly stated that tickets were non-refundable but could be rescheduled for a future session. Ms. ******** agreed to these terms upon purchase, making her claim for a refund invalid under both Maryland law and the contractual terms.
  
  **Customers Behavior and Shifting Story:**
  - Throughout the communication, Ms. ******** has continuously changed her story. Initially, it was confusion over street signs, followed by a claim that the venue didnt exist. She then submitted photos that contradict her claims and showed her still en route to the event as it was concluding.
  - During a phone call with our staff, Ms. ******** became belligerent, causing our team to feel intimidated. Despite this, we have continued to offer reasonable solutions in line with our policies.
  - Additionally, she did not mention these conversations or offers to resolve the issue in her formal complaint, further casting doubt on her good faith efforts to reach a resolution.
  
  **Conclusion:**
  In light of the discrepancies in her story and the shifting nature of her claims, we maintain that Ms. ******** did not arrive at the event or attempt to attend in good faith. We stand by our policy and will not issue a refund. However, the tickets remain valid for any future session, and we will continue to honor our offer of complimentary book bags for her children.
  
  We respectfully ask Ms. ******** to contact us in advance should she wish to attend a future session, and we will be happy to accommodate her group.
  
  
  

  Customer Answer

  Date: 09/30/2024

  I at no time said I was confused about the location. I arrived at ************************************************************************ (the address provided on Eventbrite) but was unable to gain entry into the building. There were no signs or anything to indicate that this was the correct address, except for the number above the door as shown in previously submitted photos. The door was locked so I knocked several times and no one answered. There was no doorbell. If there was an event taking place why was the door locked when I arrived prior to the 12:00pm start time. If there are varying stories of what happened they are coming from the business' representative, *******. After my last phone call with her in which she yelled, talked over me, and then hung up, she sent me text messages absolving herself of any wrong doing and when I refused to engage with her, she claimed I was "looking down on people that are working class people." Clearly this is another indication of the unprofessional manner in which these people conduct business. As I tried to explain during the phone call, my grandchildren were visiting and are no longer in ******** nor do I have any desire to attend any event these people claim to sponsor as I do not believe they even exist. Not to mention they list their business as "The Artful Playhouse" on Eventbrite but according to the Secretary or State's website, they business has been forfeited. The only reason I was able to check the status of "Baltimore Artful Playhouse" is because ******* slipped and said the name during our conversation. I do not understand how a supposed reputable business would refuse to refund money for an event that clearly did not exist. I am once again requesting a full refund of monies paid for an event that did not happen.

  Business Response

  Date: 10/09/2024

  
  
  
  Baltimore Artful Playhouse
  **********************************************
  Phone: ************
  Email: *****************************************
  
  
  
  Better Business Bureau
  
  RE: Response to Complaint - #2
  
  
  Dear Better Business Bureau,
  
  
  We are writing to address the complaint filed by Customer  concerning her experience with the Kids Paint & Sip event hosted by Baltimore Artful Playhouse. We appreciate the opportunity to clarify the facts and address the numerous inconsistencies in her claims.
  
  
  1. No Refund Policy
  
  
  Our Eventbrite page clearly states that all ticket sales are final and non-refundable. The customer was aware of this policy when she purchased her tickets, and we have attached a screenshot of the Eventbrite listing, where this policy is clearly visible along with our business name, address, and contact details.
  
  
  2. Business Name and Address Clearly Listed
  
  
  The customer has also claimed confusion about the business name and address, stating that she was unaware of the details. However, the business name, Baltimore Artful Playhouse, and the address, ***************************, are listed multiple times on the Eventbrite page. The email address ********************************** further reinforces our identity. See attached pictures of the Eventbrite listing. It is important to note that the customer referenced the correct business name in her first message, indicating that she was aware of the name and location from the outset. This suggests that there is no genuine misunderstanding on her part.
  
  
  3. Incorrect Information Regarding Business Status
  
  
  The customer has incorrectly stated that we are actually Artful Playhouse LLC, which is forfeited according to the ***************************************************** (SDAT). This claim is baseless and stems from a misunderstanding. The business she is referring to, Artful Playhouse LLC, is a different entity based out of ***********, ********, and has no affiliation with our operations. See attached **** charter. This confusion only adds to the growing list of inaccuracies, allegations, and innuendos in her bad faith claims.
  
  
  4. Inconsistent Statements
  
  
  The customers account has been riddled with inconsistencies. Initially, she claimed there was no signage or indication that the event location was correct. However, in a later statement, she mentioned that she saw the address on top of the door, which contradicts her earlier claim. Furthermore, her phone records show that she arrived at the location at 1:59-2:01 p.m., not earlier in the day, as she recently claimed.
  
  
  5. Goodwill Offers and Retraction
  
  
  Despite our no-refund policy, we offered to refund the cost of the two childrens tickets, provided the customer kept the adult ticket. We also offered two complimentary book bags with school supplies. These offers were rejected by the customer, and as a result, we have retracted the refund offer. However, we are still willing to provide the two complimentary book bags, which the customer may pick up at her convenience.
  
  
  6. Summary of Events
  
  
  The customer purchased three tickets on 8/31/2024 for a Kids Paint & Sip event, totaling $85.56.
  The business name and address were clearly listed multiple times on Eventbrite, and the customer acknowledged this information in her own communications.
  The customer made conflicting statements about the signage and the event location, as well as her arrival time.
  We have retracted our offer to refund the childrens tickets and will only provide two complimentary book bags with school supplies.
  
  
  7. Legal Support for Our Position
  
  
  Our no-refund policy is fully compliant with both Maryland and federal contract law. The policy was clearly displayed at the time of purchase, and the customer agreed to these terms by completing the transaction. The Maryland Consumer Protection Act (CPA) requires transparency in business practices, which we have upheld by clearly communicating our policies on Eventbrite.
  
  
  Additionally, the customers baseless claims regarding our business status and repeated inconsistent statements may constitute harassment and defamation under Maryland law. The assertion that our business is forfeited according to the ***************************************************** (SDAT) is incorrect. The customers continued insistence on this false narrative suggests a bad faith attempt to harm our business reputation, despite clear evidence to the contrary.
  
  
  We request that these legal considerations be taken into account when reviewing this complaint. We have acted in full compliance with Maryland law, federal contract law, and our business policies.
  
  
  8. Conclusion
  
  
  We believe we have made every reasonable effort to resolve this matter, despite the numerous inaccuracies, innuendos, and false allegations in the customers claims. We have acted in good faith and within the bounds of our policies. Should you require any further clarification or documentation, please do not hesitate to contact us.
  
  
  Thank you for your time and attention.
  
  
  Sincerely,
  Baltimore Artful Playhouse
  Phone: ************
  Email: *****************************************
  
  
  

  Customer Answer

  Date: 10/12/2024

  I refuse to believe that after arriving at the location that that was provided and no one was there to unlock the door, answer the door or even make sure customers had access to said location they honestly believe they are not responsible for refunding money when it was clearly their fault we were unable to attend the event. I am once again requesting a full refund of the monies paid and do not wish to attend any future event they may have.