Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2023

  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.

  8/11/2023 I purchased 2 tickets to go see Uncle ***** Saturday 8/27/23. I was meeting a friend and coming in from my home ** & a 51 minute trip took nearly 2 hours as a bad accident in the ************** had all traffic in both directions going though 1 tube. I was downstairs at the door at 2:03. The play was set to bebin at 2pm. The door girl could have let me run up the 3 flights as the last elevator was just going up but made to wait to hear from someone else who it then turned out she didnt even have the contact ********** & her colleagues went back & forth about letting me in or not - at one point someone tried only to be stopped by someone else, It was 2:36 when they finally let me upstairs & due to the casual nature of the play it would have been totally easy to sneak me in to the seating area I was in but they would not so I waited 'til intermission. My friend didnt even wait as she didnt like the treatment we received but I had very badly wanted to see thi A s show & had paid to park. As I was only allowed to see half the ********* friend none it we would like the price of 1 & 1/2 tickets reimbursed to us or $129.74. I reached out to the ticket seller via ****************** & received a very rude very unsympathetic response. I am fortunate enough to have attended live theater a great deal in my life & have never been treated like this. I attempted to get a refund through the card company but was told that ***************** refused to provide and response. I have emailed with them and they change their story.

  Business Response

  Date: 11/01/2023

  To Whom it May ******** First and foremost, I want to clarify that the complaint made is not against OHenry Productions, but against a production company that we managed: ***** ****** ***. I had called BBB twice and about addressing this error in what company this complaint has been made against. The person suggested they would leave word with the correct department about this error, but I never got a response from whoever they left that word with.
  
  However, I do not wish to have this complaint outstanding on my businesss BBB account, and as such, in lieu of hearing back from BBB about correcting the error, I am forwarding you the response from ***** ****** ***.
  
  On behalf of ***********, LLC, the following is their response to the complaint: This customer bought a non-refundable ticket to our event. The event was clearly marked as No Refunds or Exchanges at all times throughout the purchase process, and on the tickets themselves. A screenshot of this policy on the customer's ticket is attached. No attempt to contact our company was made prior to a few hours before the event, when we received a vague, one sentence message about the customer POSSIBLY having an extra ticket to the event. The customer never reached out subsequently to ask for an exchange, which, we would have happily given as we have been understanding of other customers circumstances, despite having a "no refunds and no exchanges" policy. 
  
  Our ticketing website and pre-show emails and the tickets themselves clearly state LATE ENTRY: Due to the intimate nature of the production, there is absolutely no late seating. Latecomers will be turned away. A screenshot of an example of one of the various emails and postings which advertised this policy is attached. Our records indicate that the customer indeed arrived later than she has indicated, but even if she is correct that she arrived at 2:03, admission after 2:00pm was wholly at the discretion of our front-of-house staff. There is one entrance in and out of the theater and it is the same entrance used by our cast. For cast safety, we did not allow audience members to enter the space once cast was in place to enter.
  
  Despite our No late seating policy, our staff graciously allowed the customer to come inside the venue and wait outside until intermission, at which point they suggested they could seat her. Customer accepted this solution without complaint. One month after the end of the entire run of our show the customer refuted the charge for tickets with her credit card company. We sent a note similar to this note, along with the same supporting evidence as to the claims in this note to her credit card company at that time, and her credit card company ruled in favor of our production in this claim, allowing us to keep the funds for the tickets. 
  
  Had the customer reached out to our staff ahead of time, we would have been happy to work with her to attempt to resell or rebook her ticket, even though this was not part of our advertised policy.
  
  I understand how difficult and frustrating it can be to organize schedules and plan for events in advance. That said, due to the nature of our show, which had a very small number of seats available each night, we were and are unable to offer refunds or exchanges, especially not when, at the time of the credit card dispute, was over a month after the customers event date, and our show had fully closed for over a month.