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:11/18/2024

  Type:Billing 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.

  11/13/2024 $199.95 was charged from my ********** account for ************************** service subscription. I did not renew this and I do recall turning off auto-renew subscription. This is more than the last renewal , and was a mistake of some kind. I demand a full refund.Card ending in **** and account ending in 1146

  Business Response

  Date: 11/18/2024

  We are very sorry to hear that this customer has decided to cancel his subscription to Backstage, the world's most popular and trusted resource for actors. Their membership has since been cancelled, and the recent renewal charge was refunded as of November 14, 2024.
  
  The customer subscribed to an auto-renewing annual subscription to Backstage on November 13, 2023. The customer was sent a renewal reminder email on October 14, 2024, one month prior to the subscription renewal on November 13, 2024. The customer did not cancel the subscription prior to the renewal, but did reach out on November 13th after the subscription had renewed earlier that day. A customer service agent responded to the cancellation request email on November 14th and a cancellation and refund was granted as the customer was within the thirty day ***** period for refunds as outlined in the terms of service that was agreed to when he signed up.
  

  Backstage sends every subscriber a receipt email when they originally sign up that dictates the terms of the subscription, namely that the subscription will renew, the date it will renew on, the price of the renewal, the details on how to cancel, and our thirty day refund policy in regards to semiannual and annual subscriptions. The customer support email address is included in this receipt so that customers have all the details necessary to manage their own accounts. 

  The customer was cancelled and refunded within 24 hours of making the cancellation request on November 13th as he was eligible for a refund at that time per the terms of service.

  Customer Answer

  Date: 11/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/25/2024

  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.

  Never put your credit card on ************. I hope this will serve for future clients.1. ************* has engaged in deceptive practices, such as overriding auto-renewals based on fake follow-up emails, this can be subject to fines and legal penalties.2. The ************************ (FTC) in the ** regulates deceptive advertising and marketing practices.On the same note::* Article 5 of the ************************ Act prohibits "unfair or deceptive acts or practices in or affecting commerce.* This includes deceptive advertising and marketing tactics, such as using fake follow-up emails to override auto-renewals without the consumer's consent.* In this case, ************* has been overriding the auto-renewal since January 2024!* Their process is simple, they keep sending you emails after you unsubscribe and cancel the subscription to trigger auto-renew ON automatically.* ************* is using email automation to force you to go back to their website.* They are sending you emails constantly in hopes you click on them to renew Automatically the service (while I never approved any auto-renew. This is fraud.

  Business Response

  Date: 05/03/2024

  We are sorry to hear that this customer decided to cancel his subscription to Backstage, the world's most popular and trusted resource for actors.
  
  This customer had an auto-renewing monthly subscription to the Backstage platform. All Backstage subscriptions auto-renew unless cancelled prior. This is made apparent at sign up and within our terms of service.
  
  This customers subscription renewed on the 24th of each month. There was no attempt by this customer to turn off the auto-renew for this subscription in 2024 until March 26th, after the March 24th subscription renewal. On March 31, 2024, the customer proceeded to turn the auto-renew back on. He then turned it off again immediately afterward. Later, on April 22, 2024, he turned it back on again. He then proceeded to contact customer service that same day, 10 minutes later, asking them to turn off auto-renew. That correspondence is the only one we have ever received from this customer. The customer service agent did as was requested and turned off the auto-renew and the subscription expired on April 24th.
  
  When a subscription is canceled, a cancellation email is sent out to the subscriber that lets them know the action has been taken and advises of the date that the subscription will expire. It is not clear what the customer is referring to with the references to overriding auto-renewals based on fake follow-up emails. The subscriber alone is the person in charge of managing the self-service cancellation tools.
  
  Monthly subscriptions are not eligible for refunds. If a monthly subscription is canceled prior to the upcoming renewal date, the subscription will expire on that date and there will be no further charges. If the customer proceeds to turn auto-renew back on prior to said renewal, the subscription will renew. The cancellation and refund policy for Backstage subscriptions is clearly stated in the terms of service that the customer agreed to prior to being able to subscribe. Additionally, Backstage sends every subscriber a receipt email when they originally sign up that dictates the terms of the subscription, namely that the subscription will renew, the date it will renew on, the price of the renewal, and the details on how to cancel. The customer support email address is included in this receipt so that customers have all the details necessary to manage their own accounts.
  
  
  

  Customer Answer

  Date: 05/06/2024

  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:

  I would like to reiterate that I did not turn on the auto-renewal for my Backstage subscription.
  
  They are still not answering my questions.
  
  How can the 'on' toggle be activated? What actions trigger this? Please explain to the BBB community because I did not do this manually again.

  I never went in this section to toggle "On". How dare you!

   

  When they say He turned it on, what do they mean exactly? I never went in this section to toggle "on", NEVER.

  
  The sequence of events described in your email, particularly the toggling of the auto-renewal feature on and off, appears to have occurred due to system errors or malicious process.

  That is what we are talking about here.

  
  If this situation was indeed unintentional, I urge for a closer examination of the system's behavior. In both cases we need a refund because you cant override a clients wish to terminate the account.

   

   

   

   

   

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

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

  Business Response

  Date: 05/10/2024

  As we had mentioned in our prior correspondence, this customers account activity records show the dates (and times) that he had turned the auto-renew for his subscription off and on. This was done using the subscription management tools available within the Account Settings >>Subscription Info section of his Backstage account.
  

  For context of how this can be done, we have attached screenshots of the Turn Auto-Renew Off option present in an account where auto-renew is currently on, as well as the Turn Auto-Renew On option in an account where the auto-renew is currently off. By clicking on these options, a customer can either turn off auto-renew or turn it back on. We offer these options to customers so that they have the ability to self-manage their subscription statuses should they so choose.

• Initial Complaint

  Date:04/09/2024

  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.

  Hi! I just checked my bank statement and noticed I had a charge pending of $199.95 from Backstage.com which to my surprise I have cancelled years ago and haven't used it since. I went on the website and tried requesting to change my password and it was said I would be receiving on my email a link to do so. I did not reiceve any link. I need to understand what's going on and for that I need to be able to access my account. Because I cancelled this years ago and don't understand why I keep being charged.

  Business Response

  Date: 04/12/2024

  We are very sorry to hear that this customer has decided to cancel her subscription to Backstage, the world's most popular and trusted resource for actors. Their membership has since been cancelled, and the recent renewal charge was refunded as of April 11, 2024, though it may take a few days for their bank to process the transaction.
  
  The customer reached out to ****************** customer service on April 8, 2024, inquiring about her annual subscription to Backstage and difficulties in resetting the password to her account. The customer had a current auto-renewing annual subscription to our platform that had just renewed on April 8th. There had been no prior cancellation requests for this subscription. The customer service agent reached out to her and advised that she had an active subscription and advised that she was within the 14-day grace ****** for a refund should she wish it canceled and refunded. Additionally, the customer service agent let her know that they saw that a password reset email had been previously delivered to her and advised her to check her email's spam folder for it. The customer later responded saying that she would like the subscription canceled and requested additional assistance in regard to her password reset email as she would like to use the account in the future. The agent canceled and refunded the subscription as requested and sent her another password reset to help her with resetting the password.

  Backstage sends every subscriber a receipt email when they originally sign up that dictates the terms of the subscription, namely that the subscription will renew, the date it will renew on, the price of the renewal,the details on how to cancel, and our fourteen-day refund policy in regard to semiannual and annual subscriptions. The customer support email address is included in this receipt so that customers have all the details necessary to manage their own accounts. In addition, a renewal reminder was sent to this customer on March 9, 2024 at 5:01 am EST letting her know her renewal would take place in 30 days on April 8, 2024.
  
  We hope the customer returns to use the ****************** platform again as she has indicated. We will be happy to assist her with any future inquiries she may have.

  
  

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair 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.

  This company renewed a ****** membership on an expired credit card with no authorization for my no longer minor child! They refuse to get back to my requests and have not contacted me.

  Business Response

  Date: 02/06/2024

  This customer subscribed to an annual auto-renewing subscription to Backstage on January 27, 2023. On December 28, 2023 the email address connected to the account was sent a renewal reminder email indicating the subscription would renew on January 27, ****. Since there was no request to cancel the subscription prior to the renewal, the subscription renewed on that day. The customer reached out on February 1, **** requesting cancellation and a refund for the renewal of the subscription. When customer service came upon her ticket on Monday, February 5th, the subscription was canceled and refunded in accordance with the 14 day grace ****** for refunds indicated in our terms of service. There is no further action required in this matter.

  Customer Answer

  Date: 02/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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 Saturday, I was charged $199.95 for a renewal fee and I asked for a refund before ever using this service. The customer service is impossible to get in contact with anyone. I have attempted to contact this company via phone, email, web forum, and IG DM. I have requested a refund of this annual memberships automatic renewal which I am not using, and will not use this year. I dont even know my username and/ or password to cancel this renewal manually if thats an option. I was notified via email they were attempting to charge my account that had insufficient funds and it took my allocated rent money in a time I am, and many actors are struggling. This is not a website to help actors? Their website clearly says in their refund policy they will offer a refund for annual memberships. Last year, in 2023 I paid $75 on a cyber Monday sale and didnt login due to the strike. Im asking for a refund of this current ( higher amount ) charge only and have found the lack of customer service most disturbing.

  Customer Answer

  Date: 12/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Since November 2021 I have been charged a monthly charge for a subscription that states I signed up a child to search for acting opportunities. I do not have a child nor did I approve this charge which has gone under the radar since then. I require a refund for all months charged including subscription fee and additional fees totaling $483.40. I have used this service 0 times but it lists applying for a role on behalf of a child.

  Business Response

  Date: 02/23/2023

  We are certainly very sorry to hear that this customer has decided to cancel her subscription to Backstage, the world's most popular and trusted resource for actors. Their membership has now been cancelled, and the most recent renewal charge has been refunded as of today, though it may take a few days for their bank to process the transaction.

  
  As corroborated by the screenshot provided by the customer of the welcome email she received on November 13, 2021, the customer purchased an auto-renewing monthly subscription to Backstage on that day. She proceeded to create both an Actor/Performer profile and a Voiceover profile within her account as can be seen in the attached screenshots we have provided. The subscription has been used to apply to both voiceover and acting opportunities. The profile created is not that of a child,nor is there any evidence of the customer subscribing as child. The screenshots provided by the customer show that she has had access to her account and that it belongs to her.

  
  All Backstage subscriptions auto-renew unless cancelled. The customer did not turn off auto-renew on her subscription until February 14, 2023 after her February 13th renewal, using the self-service cancellation option within her account. She then reached out to customer service requesting refunds later that day. Monthly subscriptions are not eligible for refunds and must be cancelled prior to renewal in order to avoid future charges. The cancellation and refund policy for Backstage subscriptions is clearly stated in the terms of service that the customer agreed to prior to being able to subscribe. The customer service agent let her know that she was not eligible for any refunds and informed her that her subscription would expire at the end of its paid for term (March 13th) and that she would have no further charges. Backstage sends every subscriber a receipt email when they originally sign up that dictates the terms of the subscription, namely that the subscription will renew, the date it will renew on, the price of the renewal, the details on how to cancel, and our refund policy.

  
  Despite this customer's lack of agency in educating themselves on the terms of her subscription and the timely management of her own account, we have made an exception out of courtesy in her case and refunded her last payment and closed her account. We wish the customer well in her future endeavors.
  

  
  

  Customer Answer

  Date: 02/24/2023

  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:

  While I did create the profile in that month per screenshot, I agreed at that time to pay for a single month. The automatic renewal nature of the membership was not agreed to in my initial payment therefore I require a refund as stated before. 

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

  Customer Answer

  Date: 03/10/2023

  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:

  this businesss auto-subscription  policy reads as an unconscionable contract per NY laws and I will pursue this matter through court processes. Thank you. 

   

   

   

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

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

  Business Response

  Date: 04/06/2023

  As we have noted before all Backstage subscriptions auto-renew unless canceled prior. The fact that the subscription will renew is made clear up front during the sign up/checkout process and in the terms of service that the customer must agree to in order to purchase the subscription. Additionally, Backstage sends every subscriber a receipt email when they originally sign up that dictates the terms of the subscription, namely that the subscription will renew, the date it will renew on, the price of the renewal, the details on how to cancel, and our refund policy. The customer support email address is included in this receipt so that customers have all the details necessary to manage their own accounts. 
  
  

• Initial Complaint

  Date:11/23/2022

  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.

  I closed my account years ago and they are still publishing My photos publicly when I have asked them to remove them from their archives as well as their website. They do not have my permission to publish these photos.

  Business Response

  Date: 12/08/2022

  When this customer notified us that their profile was still visible on the site, we took immediate action to remove the profile as requested. We believe this matter is resolved,but encourage the customer to reach out to us if there are any additional accounts, profiles, or media items they need assistance with.