ComplaintsforVoltaire Operations, LLC
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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I visited the Voltaire for the ************************* concert on Friday, April 26th 2024. We had a 10-person VIP table under my name, *******************************, and were celebrating the birthday of my spouse, *************************. During the concert, *****'s personal security removed my spouse - our primary guest - from the venue. This was said to be for "filming" even though he did not have a phone on his person and was not filming.Voltaire's management attempted to work with *****'s personal security to allow *********************** into the venue, as he broke no rules. Personal security refused and management recommended we charge back the purchase because of the treatment he received.We were table 426 and the charge was for $4,331.81.I followed management's guidance and charged back the purchase through **************** on April 29. I received notice on May 2 that the Voltaire accounting department did not approve of the charge back. Because of that, we have been charged the full $4,331.81 even though we were unable to take part in the event due to our primary guest being forcibly removed.Indisputable facts include that our primary guest was removed from the venue during the concert for no fault of his own, Voltaire management disapproved of this removal, and we were not provided the service we paid for due to an involuntary removal. For these reasons, I am requesting a full refund of the $4,331.81 charge; I would also entertain other propositions the Voltaire may have to reach an amicable solution.Business response
05/28/2024
This is now my third response to this complaint. With due respect to the customer, my team has reviewed the file the notes and all AV and determined that the guest was removed from the premises for cause. Endangerment to others and to the artist.
We have been Advised by both our landlord, and by Metro that when situations like this happen, the guest has terminated their ability to remain on premises for cause, The other were not and were able to continue their evening if they wanted to. This is a nonrefundable, cause of action, especially when they consumed most of the product as well as the entertainment. Drunk unruly customers that are dangerous to others and themselves is not something that we can tolerate in this or any environment. Our decision stands, and we would be incredibly surprised if the Better Business Bureau didnt fully support a venues actions for the safety necessary for an environment such as this in all aspects.Customer response
05/29/2024
Hello, I received a separate response via email directly to me from ***************************, the founder of Voltaire, and we have come to an amicable solution. Thank you and i am ready to close out this complaint.Customer response
05/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hello, I received a separate response via email directly to me from ***************************, the founder of Voltaire, and we have come to an amicable solution. Thank you and i am ready to close out this complaint.
Sincerely,
*******************************Initial Complaint
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased table seats to see ************************* at Voltaire. These tickets came with a requirement to spend $250 per person (my table of four was a total of $1000). I knew this going into the show. When I arrived at the show, I was told that I had a minimum of $1200 despite my ticket clearly showing otherwise. The waitress said that she could not adjust the minimum. We were forced to spend over $300 extra (these things next exactly add up to what you need to spend) and were told there was nothing that we could do. With the show beginning there was no way to get this resolved before the show. They even held my credit card and it was not returned to me until after this amount was charged. I have reached out to Voltaire and they refuse to address this issue or the extra $ we were forced to spend. I would like a refund on this additional amount as this was not what we agreed to.Business response
05/21/2024
This is the first email that I received about this complaint and as you can see I am responding promptly upon receiving it.
The patron may not have understood, but the charges were clearly disclosed and then again told to the customer that the minimum spend was $250 per person plus tax and service charge (which includes gratuity). This is the common practice in the industry that we are in as well as many hospitality business across the world.
The customer and his party clearly had a magnificent experience, consumed accordingly and then has an issue with things that are just normal operating procedure.
Should a customer who stays at the hotel not look at his room rate and understand that there are taxes and resort fee? Should that persons complaint then be a request for his room to be free?
I dont know how to respond any better than to say that I hope he now understands the process am sorry for his confusion.
Please let me know if you would like anything additional from me.
**************************;
Founder
Voltaire
Customer response
05/22/2024
Complaint: 21679977
I am rejecting this response because:Greetings, the business did not read my note. I understood that my spend was $250 pp PLUS taxes and gratuities. I communicated that I knew that was what I agreed to spend.
The issue I am contacting BBB about is that when I sat down at the table the waitress informed us that we had to spend $300 PLUS gratuities and taxes even after I showed the waitress my ticket clearly said it was $1000 in total, not $1200. This is the issue because it was an additional $200 that I did not agree to. I look forward to a response that takes this information into account.
Sincerely,
*******************Business response
05/22/2024
At no time did a waitress ever quote the customer (you) a minimum above the contracted minimum. We believe you misunderstood as we have never had a $300 min for any customer or any performance.
Please attach a copy of your receipt on the next response and we will do a deeper dive. But again, we disagree with your complaint and have no manager record of such on our books.
Customer response
05/23/2024
Complaint: 21679977
I am rejecting this response because:The waitress told us straight away that we had a $300 minimum spend and that there was nothing she could do to change it even though our tickets stated otherwise. I suggest you take this up with the waitress.
*******************
Business response
06/07/2024
I do not understand why you keep sending this mail to me? I have responded numerous times and *** communicated back-and-forth with *****. The issue has been resolved. Hes not getting a refund nor should he, but we will invite him back and give him complementary entry and the table, when he desires to return
thank you.
Initial Complaint
01/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 4 tickets to see ************************* in ********* at the new venue Voltaire located inside **************************** I have inquired to try and get 1 of the 4 tickets refunded to me due to unforeseen circumstances. I was directed to ******* which is the third party that issued the tickets. They told me that Voltaire would need to approve my refund request, and that it would take **** business days to hear back. That was back on December 18th and I still have no answer. I have emailed Voltaire numerous times and no reply or callback has been issued.
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.