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:06/21/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Recently I had an issue with several cast and crew members breaching their contracts for an indie film we had been working on. Because of this, there has been some tension as I tried to resolve this issue. Most of the team was hired from the Backstage website. They decided to lie and report me to Backstage that they did not get paid. First off, the contract stipulates quote, "to be paid within 14 days of filming being completed." We have not hit that point yet. To top it off, they have not fulfilled their contractual obligations, you don't get paid for not doing what you are contracted to do. Backstage suspended my account due to this. They will not unsuspend it until the matter is resolved according to them. They refuse to provide information or answers to my questions. They know these people breached contracts but refuse to treat them the same way and after submitting several documents, refuse to respect the contracts they signed. Furthermore they are operating through a breach of the non-disclosure agreements the cast had and require any issues to go before an attorney. To top it off, all my documents and most of my communications are on Backstage and locking me out is keeping me from the evidence to these issues and interfering with lawsuits. I believe this is a violation of law as these documents are extremely important. I believe they are not being fair by allowing these people to continue on their site while locking me out even though I have all the proof and documentation to verify everything.

  Business Response

  Date: 06/21/2023

  This individuals project created numerous complaints on our site and the individual allegedly made threats against other users. Complaints included multiple accusations of this individuals project not paying the people hed hired. Based on user-feedback,site activities, and the individuals interactions with our team, it was determined that their site access would have to be suspended. As noted in the site conditions the user agreed to upon using the site, in part, Backstage reserves the right to edit, update, hide, or reject any listing (or close any account) at its own discretion at any time. At this time, this individual is barred from further use of the site. Backstage is not a party to any proceedings between this individual and the people they are allegedly in the midst of a payment or contract dispute with.

  DISCLOSURE: This communication is on behalf of Backstage,LLC or its affiliates (Backstage). This communication is for informational purposes only, and contains general information only. Backstage is not, by means of this communication, rendering legal, financial, accounting, business,tax, or other professional advice or services. This communication is not a substitute for such professional advice or services nor should it be used as a basis for any decision or action that *** affect your interests. You should consult a qualified professional advisor. Backstage does not assume any liability for reliance on the information provided herein.

  Customer Answer

  Date: 06/30/2023

  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:
  

  
  

  Backstage states quote, “Backstage is not a party to any proceedings between this individual and the people they are allegedly in the midst of a payment or contract dispute with.” However, Backstage has jumped right into the middle of a contract dispute, taken a side and supported a group of people breaching their contracts and has become liable by taken a side which has further damagened my production. Not only that, but the non-disclosure agreement that each person involved in my production signed prevents them from taking any action outside an Illinois courtroom or sharing any detail of the production with anyone. By Backstage simply acknowledging they have received a complaint, they become key witnesses in any legal proceedings and their communications becomes key evidence as they have acknowledged that they received information protected by a non-disclosure agreement and again, supporting this violation. Furthermore, Backstage has violated my civil rights by failing to give me due process, they are simply taking peoples words, acting as judge and jury, and refusing to acknowledge the documents each member of the team signed going so far as to block my access to those documents when they took a side in this contract dispute. Furthermore, they refuse to tell me any details about who filed said complaints violating my right to know who my accuser is. Backstage has taken a distinct position in this dispute without all the information. I believe that because these people are on subscription services and I am not, they took this action simply from a profit standpoint.

   

  Backstage stated in their response quote, “Complaints included multiple accusations of this individual’s project not paying the people he’d hired.” Backstage was sent a copy of a contract, and they are holding hostage all the signed copies, but the contract clearly states quote, “It is agreed that I will receive $X per day for six full days and $Y per day for two travel days totaling $Z to be paid within 14 days of filming being completed.” We have not finished filming this project. There are 8 shots that need to still be completed. The contract does not say 95% of the film, it says when filming is complete and filming is not complete. Backstage refuses to accept what these signed contracts say and has slandered me in their response by making this false accusation. The documents are all signed by any person who made a complaint agreeing to this term yet Backstage is trying to rewrite the agreements made between these individuals. By doing so, Backstage has become directly involved in this contract dispute. I am not obligated to pay anyone until we have completed filming per the contract and they seem to believe they can dictate this contract the way they want, not what is written. Once complete, I have every intention of paying anyone who signed their agreement as I always have done, as I have countless people who I have worked with prior to this will say. This is my seventh film, six went just fine. Its only people coming from Backstage I have issues with and with Backstage for refusing to take action against these types of people, supporting this behavior.

   

  Backstage stated quote, “Based on user-feedback, site activities, and the individual’s interactions with our team, it was determined that their site access would have to be suspended.” I would like more details about all this. So far, they have refused to give me any information yet make all these accusations. I had been told my account was paused and it was only at this point are they now stating I am suspended. I am not sure what “site activities” means, I am curious about what user feedback means and what it is exactly. Interactions with their team are always difficult because they already made choices and don't care what I say. They have a guilty until proven innocent demeaner. They seem to get upset when I said I planned to file lawsuits against each individual I believe complained to them as is my right to do. I can file lawsuits against people who breach contracts and violate non-disclosure agreements. They didn't seem to want someone to protect themselves. Their customer service is poor at best. They refuse to answer questions or provide information and even though I have sent an abundance of it, they don't feel they have to do the same.

   

  Backstage states, “As noted in the site conditions the user agreed to upon using the site, in part, Backstage reserves the right to edit, update, hide, or reject any listing (or close any account) at its own discretion at any time. At this time, this individual is barred from further use of the site. Backstage is not a party to any proceedings between this individual and the people they are allegedly in the midst of a payment or contract dispute with.” That's fine, I have no intention of using their site again but Backstage doesn't have the right to dictate my contracts and the terms already agreed to and signed by any person complaining, nor do they reserve the right to take a side or dictate the terms of my contracts. They don't have the right to decide who is responsible in a contract dispute and despite their claims that they assume no liability, they are completely liable for all actions taken, including supporting a group who breached their contract and supporting their violation of a non-disclosure agreement. They don't have the right to withhold my evidence and my contracts and become directly involved in withholding this evidence for cases I need it for. Their statements are contradicting.

   

  In the end, all I want is my questions answered and my communications with each party as that is very important and the truth is all there and I need that for evidence and my signed contracts which are stored on their site. I used the site in good faith, I never expected them to become directly involved in my contract dispute and retaliate against me on these violators behalf.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/03/2023

  If this person can provide a list of the names of the people that he has these signed contracts with stored in his Backstage account and unavailable to him anywhere else, we can look into making an attempt to possibly recover them for him.

  Customer Answer

  Date: 07/06/2023

  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:
  

  
  Backstage has failed to resolve the
  issue, answer any questions asked about why they violated their TOS by
  getting involved in a contract dispute, who exactly accused me of what, a previous complaint I was not aware of, or any other questions.  It also
  sounds like they are tampering with evidence as my account went from on
  hold to suspended and now sounds like they may have deleted it by
  stating if they can recover information which sounds like they may have deleted my account and tampered with evidence that they were informed they had.  I am considering legal action against Backstage over this matter as they have made contradicting statements and have already been provided a list of names when they falsely accused me of violating my contracts.  I have been in contact with our local law enforcement as well as the Attorney General of New York state over this matter.  The names they are again requesting were given to them on June 20th which include JP (Jack) Safford, Ally Weinstein, Allison Fail.  I used Backstage to solely communicate with these items as I trusted them and felt it safe, which I was incorrect about.  I believe Backstage is intentionally trying to stonewall me, they have inserted themselves into a private matter, and they are partially responsible for irreparably harming my production and are liable for damages due to their actions.  We can either settle this with their next response or I will settle it in a courtroom.  I would like to add this, I have made independent films for ten years.  I only recently started using their site, I cast two people from their site in my previous film, one also breached their contract, Backstage also protected him, the other I had to file an order of protection against, Illinois case #************ and filed a small claims case against, Illinois case #************, both matters were resolved via settlement.  I believe they think I am bluffing or threatening when I say I will settle these things in court, but that is not the case, I need to protect my film and my investment and I will do what I have to to do so.  Its not a threat, it is to protect myself from people and companies out to harm me.  Right now Backstage is holding evidence and may have deleted it.  I am extremely concerned by civil rights violations, legal violations, and retaliation from Backstage.
  
  
   

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:06/12/2023

  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.

  This company charged my account yesterday for 10 dollars. I have never heard of them and definitely didn't give them my debt card info. I'm not worried about the money I want know how they got my info. This company repeatedly tries to fraudulently take money from my account. I have tried find a phone number for them with no luck

  Business Response

  Date: 06/21/2023

  We have looked for a Backstage account connected to a *********************** and the email address ************************* and are unable to find any such account. We also do not have any subscriptions priced at $10.00. Is it possible that ******************** has our company confused with another? If ******************** would like to provide us more information and have us investigate this matter further for him we would be happy do to so. He can contact our customer service department via *************************************

• Initial Complaint

  Date:06/06/2023

  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.

  On 6/5/2023 There is a 29.97$ charge from this company that I DID NOT AUTHORIZE I WANT IT REVERSED ASAP

  Customer Answer

  Date: 06/06/2023

  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.
  

  I called the company and they resolved the issue promptly  I  currently  have a pending credit on my card already so my matter has been resolved to my satisfaction 
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/08/2023

  Type:Billing 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 did not know if Backstage would be suitable for me so I signed up for one month. I got nothing positive out of it and lost interest after one week. I have not used it not do I plan to. I have been charged again. I only needed the one month and did not want to renew. Now I am stuck with a charge for a service that I do not use. I left a message and it says that I would receive a reply within an hour, but received nothing.

  Business Response

  Date: 03/13/2023

  We are 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 canceled, and the most recent charge has been refunded as of today, though it may take a few days for their bank to process the transaction.

  Backstage does not offer fixed 1-month subscriptions, but an auto-renewing monthly subscription plan that is automatically billed for each month and which can be canceled at any time prior to the upcoming months 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. 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.
  
  The customer subscribed on February 5, 2023 and did not request cancellation until  March 8, 2023, after the subscription had renewed on March 5th. Per the terms of service, monthly subscriptions are not eligible for refunds which is why she was denied a refund at that time.
  
  The customer emailed customer service on March 8th at 1:21 am EST. She was responded to at 5:26 pm EST the same day. We are unaware of any messaging stating that customer service responds to all inquiries within one hour. 
  
  Despite this customer's lack of agency in educating themselves on the terms of their subscription and the management of their account, we have made an exception in this customer's case and refunded the renewal payment to her card used for purchase and deactivated her account. We wish her well in her future endeavors.

  
  

• Initial Complaint

  Date:10/12/2022

  Type:Order 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 am USMC Veteran who was honorably, medically discharged for injuries sustained in the line of duty. I attempt to join backstage hoping I could be healthy enough to use acting as a way of utilizing my experiences and emotions as a way of finding creative freedom. Unfortu i have not been able to do that. Feel free to check my account usage. I asked Backstage if my account be put on hold while I was undergoing treatment, surgery or whatever else required medical intervention. Apparently Backstage is very inflexible. I never got a refund either and I had asked about that. I don't understand this purely capitalistic approach to making money when circumstances may require some flexibilities. Such as maybe special rates for injured soldiers. Our IDs even specify a service connection to injury/injuries. So what do I do with something I have never been able to use? I communicated this immediately upon enrollment. Please check the emails for yourselves. I would like to figure out if there is a solution to this situation or am I going to get the, "to bad, so sad, that's are policy" email?! I honestly would like to find a better solution to this that benefits everyone. If possible. Please advise? Thank you.

  Business Response

  Date: 10/24/2022

  On November 29, 2021, this customer purchased an annual membership to Backstage. Shortly afterwards they requested a pause on the subscription. Cancellation of auto-renewal was offered instead. The customer confirmed that this was a satisfactory solution; and Backstage turned off auto-renewal, per the request. The next day, the customer inquired about the possibility of a refund. The customer service agent confirmed this was also possible, as long as the membership was immediately and fully cancelled, as the membership was still within the eligible refund window allotted to new memberships. The customer was asked if they would like to proceed with this step, but they said the would need to think about it first. There was a 14-day window to make a decision, but the customer never informed ****************** of their decision. This inquiry asking the Better Business Bureau for a refund arrived on October 13, 2022, nearly a full year after the subscription was initially purchased. However, per the request of the customer, a full cancellation and refund have been issued.

  Customer Answer

  Date: 10/28/2022

  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,
  
  *************************