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:05/02/2024

  Type:Product 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.

  The Patchogue Theatre advertised ***************************** host[ing] a screening of the cult cinema hit CLUE featuring a live shadow cast. For an extra cost, they also advertised that the **************** Add On would include a Special *** Laminate. Unfortunately, three of these features were falsely advertised. 1) There was no shadow cast. 2) There was no Special *** Laminate. 3) While ****** did answer questions from the host prior to the screening of the film, she did not host anything, and seemingly left prior to the screening of the film.They claimed The shadow cast was not the main focus or feature of the event I responded, stating You advertised a performance of a shadow cast, we bought front row tickets to see the performance. The performance did not occur, nor did you inform us that the performance would not occur. I then emailed the executive director of the theater, who also responded to me with The Shadow Cast was not the feature and was not listed on the ticket. and we can not issue a refund.I pointed out that the advertising mentioned twice the inclusion of the live shadow cast, but contrary to her claims the advertising stated the event was featuring a live shadow cast. I also pointed out that no guests received the *** Laminate. I also pointed out that while ****** answered questions prior to the film, she did not host the screening, as advertised (unless hosting means answering questions, then leaving stage).She claimed I am doing my best to offer you compensation in way of a gift card, which I told her that I do not want because Im not from the area nor coming back. It is a lie that shes doing her best to compensate me, as, whether or not the system allows a refund, anyone can write a check. Yet she claims I am unable to provide any refund by way of check. Really? She cannot pick up a pen? It is clear that she made up her mind that I should not receive a partial refund, and is making up any excuse not to provide it.

  Business Response

  Date: 05/06/2024

  To whom it may concern,
  With regard to the complaint listed above, my email to this guest stated that with regard to the performance, we presented an evening with ***************************** with a  screening of Clue the Movie.  The shadow cast was not the main focus or 
  feature of the event and was not listed on the ticket.  We recognized their disappointment that there was no longer a shadow cast, though the event focused on *****************************,as she was top billing, and she did in fact show up, and she did perform as noted. The guest mentioned in the complaint to me , that this was one of the main reasons they  attended this event.  When the shadow cast cancelled, we removed it from all advertising that wasn't already paid for online and in print,  (As  we could not pull paid ads) and it was removed from all descriptions that we could access.  400 people attended this event, to see *****************************, this is the only complaint we've had regarding the shadow cast  not performing.  This, we feel is because ***************************** was why  people were coming to the show, not for a shadow cast  This  guest, is requesting 50% of their money back, though we are not inclined to do so, as the event was not billed as "Shadow cast, featuring ***************************** and a screening of Clue". and it was not placed on the  ticket as it was not the reason we were doing the show. The show was  ***************************** and a screening of clue, the shadow cast was to be an  extra and was not placed as top billing, but a small note. The guest also arrived that day,  for a meet and greet to meet *****************, and they did do so. They did not just come to the event for the shadow  cast. They also paid to see her do a Q&A and they paid to see a  film.  We provided all of those things. The details provided for the  meet and greet came from ******'s agent, and handlers, and the laminate the guest is referring to, may have been an oversight on her teams  side.  There were 66 people who attended the meet and greet.  We were  not made aware of the laminate until this guest voiced her complaint as we, the venue, did not provide the items for the event. Once  our show settles in our ticketing system, we are unable to refund money as we can not track the refund.  The guest feels we can simply just "Write a check" though that is not the case.  I offered to give the  guest a $75 gift card as I can see they are upset, for their reasons  stated, though they declined it and are insistent that they are entitled to cash compensation. I have provided not only the tickets to the event, to show that there is no mention of the shadow cast on it,as it was not the feature or focus, as well as the entire  correspondence with this guest with my last email mentioning that I am not inclined to offer anything more, as they are declining my offer of a gift card. I have tried to settle this, though this guest simply wants the outcome to be what she wants it to be and is continuing to insist that we deceived people. We did not deceive anyone as we presented the event we advertised. We had no other complaint from those in attendance, regarding the event we promoted and hosted to many happy guests.  If this guests refuses the compensation in way of a gift card, to compensate her for what she feels is an inconvenience, I  simply do not have any other solution, as a cash refund, or a check can not happen. Thank you.

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I will be using the Executive Directors lies in future complaints to Paramount, sponsors, social media and reviews if this is not resolved right now.
  
  Lie 1: Executive Director claims, We did not deceive anyone as we presented the event we advertised. Executive Director is the type of person who will just repeat false information over and over, despite evidence to the contrary. I provided the screenshots that advertise the featuredshadow cast, in written description, and also written within the visual. In this communication, Im including more screenshots showing that the shadow cast is STILL LISTED on their site as well was advertised in various publications.
  
  Lie 2: Executive Director claims, The guest feels we can simply just "Write a check" though that is not the case. I think all educated readers can see through this. If you have at least one hand and achieved status of Executive Director, you are capable of writing a check. If you have no hands, ask for assistance from the person typing your responses.
  
  Lie 3: Executive Director claims We were not made aware of the laminate until this guest voiced her complaint. First of all, Executive Director seems to be taking the low road of misgendering me, as I never identified as female, nor is my name one that is typically that of a female.But to the point, the laminate was ADVERTISED on the website and someone in her staff typed it out on the Patchogue website. Despite knowing this for months, nobody at the Patchogue Theater cared to ensure that any guests receive it. And knowing this now, instead of Executive Director stepping up to make up for this false advertisement to her customers, shes instead blaming ******? I dont know who shes blaming, but she clearly admits the venue did not provide the items for the event.
  
  Lie 4: Executive Director claims that ****** did perform as noted. The ADVERTISEMENT said that ****** would HOST the EVENING, which included the movie (which didnt even play entirely in its glorious home-video release that was expected), and the advertised shadow cast. Instead ****** answered questions, then left. What the Executive Director is claiming as a performanceby ******, I do not know, but notice how Executive Director is refusing to state that ****** hosted the evening which is the wording in the attached advertisements. Whats more accurate, Executive Director did ****** answer questions then leave (reality), or host an evening that included a shadow cast (which was what was advertised)? Why dont you and all the viewers read this article - *************************************************************************************************************************** which states that ****** was to PERFORM WITH THE SHADOW CAST. The March 2024 article (published the month prior to the performance), states: ****** will be a part of a special event at the Patchogue Theatre for the Performing Arts on ***********. She will host a screening of the cult classic Clue, which will feature a live shadow cast. I am looking forward to it, she said. Back in the day, I used to dance and sing at that venue. Now, to be able to do a personal appearance for Clue will be so much fun. Ive never done a shadow cast before so that should be fun, she said with a sweet laugh.
  
  Yes, it would have been fun to see ****** with that shadow cast. ****, Executive Director is pretending that was not a highlight for audiences (despite ****** specifically mentioning not only that she expected it, but that she was also looking forward it it).
  
  
  Viewers look up Whataboutism - **************************************************** Director is trying to make a nonsensical argument because she refuses to acknowledge to herself that false advertising occurred. Rather than just simply stating that she chose to not inform customers that the shadow cast performance was cancelled, shes instead saying that customers should have known of its cancellation because the shadow cast was not placed on the ticket. Gee, maybe Executive Director looks on ****** tickets for ferry schedules and the time of the Country Bear Jamboree (if she does, unfortunately she wouldnt find such information),but most people use tickets to get into the advertised event. Saying that I should have known the shadow cast was cancelled because they werent on the tickets is just as logical as me saying that Executive Director should know that I already referred this to the Attorney General if information isnt present that does not constitute the fact that it does not, or no longer, exists.
  
  Executive Director ADMITS that the the shadow cast cancelled. Why then didnt she communicate this to customers? They sent emails to all customers when the event was postponed, so they seemed to have understood the importance of communication, but alas, they made a conscious decision to not inform paying customers of this large change. Why do I say large change?Well, let me tell you.
  
  Executive Director is purposefully trying to rewrite history to devalue/belittle the shadow cast. Notice how she never went into detail of what the shadow cast performance was it was going to be a performance of 6+people, performing for around 1.5 hours. See attached screenshots of the shadow cast companys casting calls. Executive Director is undermining the 1.5 hour performance of 6+ people, by stating that it was not the main focus or feature of the event. Gee that certainly sounds like a performance that would have lasted triple the timeframe that ****** performed and certainly involved a lot more people.
  
  
  Case in point this was false advertisement that could have been resolved with We apologize for not alerting customers to the cancellation of the shadow cast performance. We will certainly issue a partial refund.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************