ComplaintsforImprov

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 22, 2024, I contacted the Improv in ****, ** an wanted to buy some show tickets for a comedy show that is for the following week. I chose (2) tickets and the cost was $80, when i went to the page that shows the amount to pay, there was additional service fee of about $18. I contacted the Improve on the phone. I spoke to a young lady which told me that the service fee was for using my credit card to purchase the tickets via the internet. I asked if i were to drive down to the Improv and make the purchase in person was there a service fee for that. She stated that the service fee would be about $8 to $9 dollars to buy the tickets in person using a credit card.I asked her if I were to buy the tickets in person and I were to pay CASH for the tickets, would there be a service charge for that. She stated that there would be a service charge of $ 3 per ticket on top of the original price. I asked her, I think that is illegal because it is like going to a movie theater to buy a ticket or going to the grocery store to buy food and paying cash. Why would I be charged a service fee for paying CASH. She stated that she would have to ring up the tickets on the computer and print the tickets out and that is why there is a service charge for $3 per ticket.I told her that I am buying the ticket directly with Improv and not a 3rd party company. Also, I have been to other businesses like a movie theater and other businesses where i have to pay for a ticket which they printed it because I needed to show that ticket to the door man to gain entrance into the business to see the movie or a show. I have never been charged a service fee (surcharge) for paying in cash. This is CASH and not a credit card charge because she had mentioned the credit card would be about $8 to $9 in service fee.I wanted to file this complaint because I think this is illegal to charge a surcharge for using green cash to pay to buy tickets.

  Business response

  03/11/2024

  Hello,

   

  In response to the service fees incurred while purchasing tickets at the Improv, we wants to provide our guests with transparency and assure them that there are no illegal or fraudulent activities taking place.

   

  Improv uses a 3^rd party ticketing platform, *********, as stated on the Terms and Conditions, when purchased our website. The following describes the fees being charged in connection with each ticket purchase:

   

  1. Online: When tickets are purchased online, there is a ********* order processing fee + 3% credit card transaction fee + service fee of either flat fee of $3 OR percental fee if over $20.
  2. In-store: Tickets can be purchased directly at our box office, to which no ********* order processing fee will be applied.
     1. Credit card: If a credit card is used at the box office, there is a 3% credit card transaction fee + service fee of either flat fee of $3 OR percental fee if over $20.
     2. Cash: If cash is used at the box office, there is a service fee of either flat fee of $3 OR percental fee if over $20.
  3. Delivery: If delivery services of physical tickets are required, there may be an additional shipping charges of mail, **** or phone order by *********.

   

  In contrast to a movie theater and grocery store, the Improv provides a variety of live entertainment services and the service fees applied are used for costs of putting on these live events (facility, equipment, suppliers, etc.), which are commonly applied within the industry (music concerts, sporting events, etc.), regardless of the method of payment.

   

  Should you have any further questions or need additional clarification on any items, please let us know.

   

  Best,

   

  ***********************

  Business and Legal Affairs I *********** I Improv

  Notary ****** *********** #*******)

  e: **********************

  o: **************  m: **************  c: **************

   

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