• Report: #245340
Complaint Review:

Alcatraz Media

  • Submitted: Mon, April 23, 2007
  • Updated: Thu, December 30, 2010

  • Reported By:Riverside California
Alcatraz Media
Branson-Shows888.net Nationwide U.S.A.

Alcatraz Media Refused refund ripoff Branson Missouri

*UPDATE Employee: Customer was fully aware of no refund policy prior to purchase

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I made reservations on 3/18/07 for three shows in Branson for the first week in May. Recently my wife had to have emergency open heart surgery and is still in the hospital with a poor prognosis; hence we cannot travel to Branson. I explained the situation to the company and they told me that their policy did not allow refunds under any conditions.

I think this is ludicrous in an emergency such as mine. There are always exceptions to such policies. Seems this company is not interested in good customer relations.

How can I get this information to the media?

Riverside, California

This report was posted on Ripoff Report on 04/23/2007 11:04 AM and is a permanent record located here: http://www.ripoffreport.com/reports/alcatraz-media/nationwide/alcatraz-media-refused-refund-ripoff-branson-missouri-245340. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Customer was fully aware of no refund policy prior to purchase

AUTHOR: Michelle-alcatraz - (United States of America)

Reuben Sanguinet went on our website, www.branson-shows.net, and booked (3) three different shows in Branson.They were Broadway! The Star-Spangled Celebration, the Shoji Tabuchi Show, and the Yakov Smirnoff Show.

We received an email from Reuben on 4/22/2007 stating that his wife had emergency surgery and their trip to Branson was canceled. Obviously, we were sorry that his wife had medical problems, but Reuben was fully aware at the time of booking that all three of these tickets were a final sale and that there were no refunds.

This is not different than buying concert tickets or sporting event tickets.The Lakers and the Rolling Stones do not provide refunds if you dont make the game or show.The folks in Branson are no different, and we had to pay our vendors in Branson for Reubens tickets.

We dont make exceptions since we cant verify peoples reasons for canceling and are bound by our contracts to pay the vendors.However, we explained that there would be no refund to him for these cancellations, and it was understood. This is precisely why we offer travel insurance with every purchase.It allows our customers to protect their travel investment and file a claim with our insurance vendor if something like this happens.

We offered to change the dates with a $20.00 change fee; however, Reuben declined our offer and disputed the charge with his credit card company.This cost us money in the form of penalties from the bank, as well as the time of a staff member who had to fight to get the money that was rightfully ours back.In my opinion, that is no different than stealing from a cash register at the grocery store after you pocketed the bread and cheese.

Reuben Sanguinet was notified of our FINAL SALE- NO REFUND POLICY on:

  1. The Websites

  2. The Terms

  3. The Reservations Receipt

  4. The E-Tickets

We have contracts with our suppliers that say they get paid whether the customer shows up or not. Again, what concerts, sporting events, Broadway shows, musicals, or other productions would you expect a refund from if you couldnt make it.The show must go on, regardless of Reubens attendance.

While we sympathize with Reubens situation, we are still bound by our contracts to pay our suppliers, and he is bound by his contract with us to pay for his reservations.Therefore, it is my opinion that filing a Ripoff Report is libelous and the real Ripoff Report should be filed against Reuben.

Alcatraz Media has been in business since 1999, have assisted millions of travelers, and carries an A+ rating with the BBB in Atlanta (http://www.bbb.org/atlanta/business-reviews/travel-agencies-and-bureaus/alcatraz-media-in-atlanta-ga-7003850).We pride ourselves in providing excellent customer service.We have never ripped anybody off, and will never rip anybody off.We try our very best, although we recognize that you cannot please everybody all of the time.Please consider this and contact us if you have any questions about our services.We love travel, we are here to assist you, and we want to earn your business.

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