Complaints

This profile includes complaints for Entertainment Benefits Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Entertainment Benefits Group LLC

  8517 Southpark Cir Ste 300 Orlando, FL 32819-9033

  
• 

  Entertainment Benefits Group LLC

  257 West 137th Street, Apt W New York, NY 10030

• 

  Undercover Tourist

  265 Clyde Morris Blvd Ste 200 Ormond Beach, FL 32174-8137

  
• 

  Beneplace, LLC

  11940 Jollyville Rd Austin, TX 78759

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  Working Advantage

  33 Nagog Park Ste 100 Acton, MA 01720

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:08/16/2022

  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.

  I am an employee for Los Angeles County in California and have access to benefits on Ticketsatwork.com. On 8/11/2022, I purchased two tickets to Disneyland to use on 8/12/2022. Once my purchase was complete, I received my tickets via email and followed the instructions to use the provided code to access my tickets. However, the type of tickets that were purchased, could not be used on 8/12/2022 and could be used at the soonest on 8/29/2022. This information was not disclosed when I purchased the tickets on 8/11/2022 for 8/12/2022. Had I known this information, I would not have purchased the tickets. I called the Ticketsatwork.com customer service line and I spoke with a representative and supervisor who refused to refund my money. I bought tickets under false pretenses and I simply want a refund.

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/16) */ We deeply apologize but as a 3rd party these tickets come directly from the partner. Once they are bought they are considered final. The only way the guest will be able to use these is go to the park and get the upgrade for the day they need. This is at park terms and discretion but we have known for the park to upgrade the guests when they show up before or during the day they want. Consumer Response /* (3000, 7, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called this business and explained the same thing and it was not explained to me that I could take the tickets to get upgraded. I spoke with a representative and a supervisor therefore, I need to be reimbursed in some way. Had I known this information, that is what I would have done instead of spending another almost $400 on tickets. Business Response /* (4000, 9, 2022/08/20) */ We deeply apologize but as a 3rd party these tickets come directly from the partner. Once they are bought they are considered final. The only way the guest will be able to use these is go to the park and get the upgrade for the day they need. This is at park terms and discretion but we have known for the park to upgrade the guests when they show up before or during the day they want.

• Initial Complaint

  Date:08/12/2022

  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.

  Voucher bought from the website, voucher claims full cost of the product. Used at the store had to pay additional upfront because the voucher did not cover the full amount. Reached out to the business, they refused to refund or provide any type of reimbursement.

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/16) */ We apologize the guest was charged more for the drink. Even though prices can vary by location and the vouchers come directly from the partner we decided to email the guest a $6.00 credit to use on another ticket purchase. Thanks.

• Initial Complaint

  Date:08/10/2022

  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.

  I was sold a movie pass popcorn and drink tickets and non work they said they have been having issues admit it and they have not fixed this they said i would hear back with in 6 hour they said it was fix...it was not i went to the movies with my own money because they did not work so i paid for this and then movies extra because i could not use anything I bought with them to top it off they said they would fix it they did not then they tell me to contact amc then amc said it was them so for a single mom to work hard to take her kid to the movies and get scammed but this company not ok!!!! At this point I am done i will no longer do this this is stressful I just want my money ....but I think this was a scam so i will not see anything !

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/13) */ We apologize what happened. As a 3rd party these voucher come directly from the movie ticket place. As a courtesy of this issue since the purchase was final, we are being more than fair and emailing you a $30.00 credit voucher to rebook or use it for something else on the website. We apologize again that the tickets did not work correctly when you presented them to the venue.

• Initial Complaint

  Date:08/09/2022

  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.

  I booked a hotel via working advantage aka EBG a third party company. The booking of the hotel was for the dates August 7, 2022 until August 11, 2022 for the hotel Hotel ********* in Paris France. I was charged $461.89. My order number is*********. Due to an emergency situation my friend and I were not allowed to board the plane and we were given the option by the airline to reschedule to a future date. I immediately contacted the hotel about the situation and they were willing to accommodate me with no issues however they informed me that since I booked via a 3rd party I would have to contact the 3rd party and let them know of the date change. I called Working Advantage and initially they informed me that they were able to make the change as long as I provided a letter from the hotel stating that they agree to the changes. I submitted the letter to working advantage and have called them daily because they are now stating that they cannot make the change. I am attaching the emails for your review. I want for working advantage to either refund me the money or to make the change of my reservation to the hotel as they promised they would do.

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/08/13) */ There rooms come directly from a hotel supplier and once bought they are considered a final sale. As a 3rd party we have been reaching out to the supplier advising that the hotel is okaying a date change. Even though the supplier denied the refund we still sent over a letter the guest provided us to send them. We are working on this matter with the guest but this request is not a guarantee. The request to change or modify the dates will be up to the hotel supplier and we are working on this for the guest. Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) When will I receive notification that the supplier will modify the request? I have not received any email or phone correspondence updating me with any updated information. Business Response /* (4000, 9, 2022/08/30) */ There rooms come directly from a hotel supplier and once bought they are considered a final sale. As a 3rd party we have been reaching out to the supplier advising that the hotel is okaying a date change. Even though the supplier denied the refund or to modify we still sent over the letter the guest provided us to send. We are working on this matter with the guest but this request is not a guarantee. The request to change or modify the dates will be up to the hotel supplier and we are working on this for the guest. Consumer Response /* (4200, 11, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no communication received. Business Response /* (4000, 13, 2022/09/12) */ As a 3rd party we reached out to the supplier. They have advised the hotel was able to amend the booking on their end to the dates the guest needed.

• Initial Complaint

  Date:08/06/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On Wed, August 3, we purchased 6 tickets to "Water Country" through TicketsAtWork which offers discounts to employees of participating companies. It wasn't until after the transaction was complete that we noticed these were tickets to Water Country USA, in Williamsburg Virginia! With $258.94 now tied up and 3 children excited for our planned trip to Water Country on Sunday August 6, we immediately reached out to TicketsAtWork to explain the mix up and request a refund. The Rep put in the request for refund that day. Today we received an email from TicketsAtWork refusing a refund despite the mistake being noticed in less than an hour from purchase We also tried calling Water Country USA in Virginia to explain the situation and were told to rely on the resolution from the 3rd party/TicketsAtWork. 1. There is no city/state noted for "Water Country USA" - which is what led to the mistake of believing this was the Portsmouth NH location. 2. The refund policy is not prevalent in the purchase process. Nor is there any notation of All Sales Final until after the purchase is made.

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/08/08) */ We apologize that the wrong tickets were bought. Even though these are a final sale our social media team was able to get these tickets cancelled as a courtesy. We emailed the guest a credit voucher to rebook the correct tickets. Thank You. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see how a credit voucher would be sufficient when Water Country in Portsmouth NH does not have any deals going on that this can be used for. I notified the company within an hour, 20minutes after purchase to be exact, when realizing the mistake. While I will accept the voucher, I am not completely satisfied with the results as I don't have any immediate need or use for this voucher. I would much prefer the full refund, as that can be used to purchase tickets for the correct Water Country, while the ticket voucher cannot. Business Response /* (4000, 9, 2022/08/13) */ We refunded the guest as a 1 time courtesy instead of a credit voucher. They will see the refund in 1 to 3 business days. Consumer Response /* (2000, 11, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

• Initial Complaint

  Date:08/03/2022

  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.

  I ostensibly purchased tickets to a play through Tickets at Work, a subsidiary of Entertainment Benefits Group on February 3rd. My order number is #********. At this point, I was told I was supposed to get tickets through *****. The show I purchased tickets to (the evening of July 16th) had already been cancelled by the time I purchased the tickets as shown by this news article: https://www.washingtonian.com/2022/01/31/the-kennedy-centers-next-production-of-hamilton-is-being-postponed/. The website had simply not been updated and I purchased tickets to a cancelled show. I inquired about the tickets many times leading up to the show and the business promised me they would arrive by *****. I learned it had been cancelled myself and asked the business what they intended to do to make the situation right. They then assured me tickets to a future show would be sent by email. I asked if there was a rescheduled date multiple times, but I was turned away saying I would be updated by email with every call. Tickets did arrive - by mail - but only 3 days before the show. We were never updated by email. In addition, the purchase price written on the tickets is only 17.7% of what we paid, leading me to believe I was not given the tickets I originally purchased (otherwise that is an obsurd markup). I contacted Tickets at Work to try and get tickets to a different show, a refund, or some other creative solution, etc. The first level of triage has ensured me there is nothing they can do and I can't get a manager on the phone. Multiple managers have promised calls back, but have yet to call me. This last call they said they would call back in 3-5 minutes, but ghosted me instead. Due to selling me a service that was impossible to deliver on, the lack of communication, being unforgivably ignorant of information they should have known (I had to tell them the show was cancelled), and not providing reasonable substitute service, I believe I am now owed a full refund.

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/06) */ We deeply apologize but the guest bought "Preferred Access" tickets which is a part of our website where reseller tickets are sold. Once they are bought per the terms of agreed sale the purchase is considered a final one. If the show is postponed a refund cannot be provided. Our team reached out to the broker who advised a refund cannot be given. We apologize about this matter but we were unable to get a refund as the postponed show will go on. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This show was clearly not postponed. The Hamilton schedule was shortened due to COVID. They cut the first two shows and did not reschedule them. Here is a quote from the article I mentioned in my original complaint (https://www.washingtonian.com/2022/01/31/the-kennedy-centers-next-production-of-hamilton-is-being-postponed/), "Instead of debuting in July, Hamilton will run August 2 to October 9--for 10 weeks rather than the previously planned 12." A seemingly infinite number of similar articles exist that clearly state the show I bought tickets to was cancelled - not postponed - before I even purchased the tickets. The tickets sent to me were for a different date already on their 10 week schedule. If Tickets at Work gave me any notice, any choices of dates to go to another showing, the possibility of a refund, or worked with me at all, I would not be filing complaints with the Better Business Bureau. When I called to request a refund, customer service told me information would arrive by email and assured me the email would work the situation out and answer my questions. Instead I got tickets with less than 72 hours notice to a show I could not make due to very important family obligations. In your terms of service it says, "We will provide you with a full refund for any purchase of a show or event with a specific time and date, if any such a show or event is cancelled by the Supplier. For the avoidance of any doubt, a show or event is not cancelled if it is postponed or rescheduled." My show was clearly cancelled. I was sold tickets to an already cancelled show and the business refused to communicate with me or make it right. Instead they want to violate their portion of the contract we entered into when I purchased these tickets and keep my money. For all the reasons I mentioned above, I do not accept the business's response. Business Response /* (4000, 9, 2022/08/20) */ We deeply apologize but the guest bought "Preferred Access" tickets which is a part of our website where reseller tickets are sold. Once they are bought per the terms of agreed sale the purchase is considered a final one. If the show is postponed a refund cannot be provided. Our team reached out to the broker who advised a refund cannot be given. We apologize about this matter but we were unable to get a refund as the postponed show will go on. Consumer Response /* (4200, 11, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) You aren't listening. The show was not postponed. The show was CANCELLED before I purchased the tickets. Their schedule went from 12 to 10 weeks. The first two shows - mine being one of them - was cancelled. Business Response /* (4000, 13, 2022/09/03) */ We deeply apologize but the guest bought "Preferred Access" tickets which is a part of our website where reseller tickets are sold. Once they are bought per the terms of agreed sale the purchase is considered a final one. If the show is postponed a refund cannot be provided. Our team reached out to the broker who advised a refund cannot be given. We apologize about this matter but we were unable to get a refund as the postponed show will go on. We actually reached out to the seller 4 times to see if we can get a refund and the request was denied. We found out the show did indeed happen and this purchase is a final sale.

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Yesterday July 31st 2022 I got charged twice for 145.64 for an admission to Madam Tussaud wax museum admission. I am simply requesting a full refund of one of the 145.64 charges so i called customer service and an agent created a request for a refund but today i have an email saying they wont as it is non refundable. I did not wish to order twice but 2 consecutive confirmation email suggests i got charged twice. as noted on the time stamp of the said email, I don't know what made them to charge me twice but i am guessing a glitch in their syatem. Now see that's their syatem's mistake and I am taking a 145.64 brunt for their system failure and have outright refused to refund me. I don't see how this is doing a fair and just business with a paying customer.. Please help. Thanks so much. Sincerely, ***********

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/03) */ We took care of the guest and cancelled the duplicate order even though the sale was final. He will see the refund in 1 to 3 business days. Consumer Response /* (2000, 7, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks so much BBB for facilitating the resolution of this issue.

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I booked a hotel reservation through ticketsatwork.com through a benefit with my employer. I made the reservation on May 6, 2022, for 7/22-7/24/2022. Upon arrival to check into the hotel I found out that my reservation was never made with******** Inn by Hilton Troy, Alabama. I called and confirmed my order confirmation number # ******** for ticketsatwork, but they never made the reservation with Hilton. I was told that a ticket would be opened, but nothing else has happened. I was not able to get a refund and now see that there are over 740 complaints for the same type issue with the BBB. I need to be compensated for the amount of $425.33.

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/13) */ We apologize and as a 3rd party these reservations come directly from the hotel supplier. Once purchased they are considered a final sale. We are reaching out to the supplier and they are still investigating this matter. The supplier says the hotel charged them and wanted to know if the hotel charged the guest for a 2nd time or if the guest went to another hotel. If the hotel went to a 2nd hotel or was charged 2 times can they kindly attach that charge to this complaint. Thanks. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased directly through ticketsatwork for a hotel stay in Troy Alabama for a ****** Hotel. The funds were taken from my credit card by ticketsatwork on May 6, 2022 for 2 nights 7/22-7/24/2022. Ticketsatwork never completed the transaction and booked the hotel. So upon arrival we did not have "real" reservations. If ticketsatwork took my funds for a service that was NEVER provided, it is FRAUD. If ticketsatwork did complete the transaction and made the reservation with hilton in Troy Alabama, please provide the documentation that shows the reservation with ****** Troy Alabama. The Fair billing act which covers undelivered goods or services that business charge for but never provide. Business Response /* (4000, 11, 2022/08/20) */ Guest got a full refund and a $100 gift card. She booked her and her husbands name together per investigation of the hotel and what we have. When they went to check in it was not found as the characters were less than what she added in the booking system. We got her a full refund and a gift card that she can use minus other gift cards. Thank You. Consumer Response /* (2000, 13, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The reservation was never made from TIcketsatwork to ******. After proof of that, they did offer full refund to credit card. The gift card was for future purchase not a outside gift card. I will never use this company again.

• Initial Complaint

  Date:07/31/2022

  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.

  We were told on 7/28/22 our card would not be charged and transaction cancelled. On 7/30/22 our card was charged and we were told not to reply that the case is closed. I have screenshot of web chat stating we would not be charged.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/03) */ We apologize but looking at the guest's order they booked the tickets themselves. These vouchers are considered a final sale and once bought as advised in the terms they cannot be cancelled.

• Initial Complaint

  Date:07/28/2022

  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.

  I booked through their member deals site and every indication when purchasing was the resort fee was included. Room rate was $138 total for 3 nights. $182.16 that was charged under Taxes & Fess was explained that for the fees we just charged $13.50 and the $168.66 was for the taxes. At the hotel I was charged $153.06 for resort fees which I believed was already included in the $182.16 fees. There was no mention of resort fees when booking in the "important information" and text said that it was included. I called to inquire about why I had to pay a resort fee at the hotel when I was told it was included. Rep/Mgr said it says you "may" have to pay resort fees and they have no idea what those fees are. Their website clearly shows some rates with resort fees and some without and also the amount that is the resort fee. I asked why the Taxes were $168.66 on a $138 room and he stated he's not familiar with what tax rate each city charges and their is nothing they could do to refund the $153.06. Rep/Mgr stated also that they don't collect resort fees but their website clearly shows they do when I checked today. I've attached screen shots of everything I agreed to and nothing mentions a resort fee.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/30) */ We appreciate the opportunity to speak. Before the guest checks out the resort fees are posted to which the guest would have to pay when they get to the hotel. The taxes and fees they pay on our website it the taxes and fees that go through us and the hotel supplier. As agreed upon our terms of sale we are not held responsible for any extra fees that the hotel may charge. Consumer Response /* (3000, 8, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have rates with and without RESORT FEES included on their website. When I purchased there was no mention of additional fees. I knew there were RESORT FEES at the HOTEL and wanted to make sure that that was included in the $182.16 fees since there was no indication of any fees that would be collected at the Hotel. How do you explain a TAX/FEE of over $182 on a $138 room reservation? I've used this company before and have had resort fees shown when checking out but this time it didn't. Please see the commentary when I went to check out. Again $182 fee on a a $138 room. Shady! Business Response /* (4000, 11, 2022/08/03) */ We appreciate the opportunity to speak. Before the guest checks out the resort fees are posted to which the guest would have to pay when they get to the hotel. The taxes and fees they pay on our website it the taxes and fees that go through us and the hotel supplier. As agreed upon our terms of sale we are not held responsible for any extra fees that the hotel may charge. Consumer Response /* (4200, 13, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly this business has no desire to have good customer service and actually look at the claim. Detailed by both of their robo replies to my concerns. Sham business model that they have no desire to address issues with their software mistakes. Business Response /* (4000, 16, 2022/08/06) */ We appreciate the opportunity to speak. Before the guest checks out the resort fees are posted to which the guest would have to pay when they get to the hotel. The taxes and fees they pay on our website it the taxes and fees that go through us and the hotel supplier. As agreed upon our terms of sale we are not held responsible for any extra fees that the hotel may charge. The hotel charges the resort fees and we sell the room. There are several hotels that charge fees after the initial booking and these fees are not collected by us.