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:22/01/2024

  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 bought a ticket for New Year's Eve ********* Boat party from Eventbrite that was supposed to be boarding from **** Bay Shore Vancouver (******************** ). I paid $95 ( Early Bird ) for dinner not including. I was looking forward to the fireworks display that was advertised. However, to my disappointment, there were no fireworks during the celebration. The event was advertised by departure time at 10 pm and returned at 1 Am. But the boat didnt leave the port as scheduled and unfortunately, there was a lack of communication on this matter on that night. Everyone wanted to know why the boat didnt move. But nobody said its because of mechanical issues instead weve been told that the boat is going to move in half, and again another half an hour until we find out its not going to happen:(:(:(. The next day I emailed Oceanic Entertainment which organized this event asking :I was wondering if there were any specific reasons for this deviation from the advertised program. Understanding the challenges that event planning may entail, I would appreciate any clarification you could provide regarding the absence of fireworks And the reason why the boat didnt move as advertised?The response was because of the city Regulations, we were not able to have fireworks this year and because of a mechanical issue, we couldn't have 3 hours tour. I understand due to city regulations, there were no fireworks scheduled for the event. I find it disheartening that this crucial information was not communicated to attendees before ticket purchase or at least before the event took place. As a result, many, including myself, attended the event with the expectation of enjoying a fireworks display that did not materialize.Had I been aware of the absence of fireworks, I would have made a different choice in selecting a New Year's Eve celebration that aligned with my preferences. * ***** *** * **** ****** ** **** **** *** ****** *** **** ****** ****** Offering me %30 instead. I won't accept it.I have all the emails and my ticket to prove it.

  Business Response

  Date: 22/01/2024

  Hello, 

  Thank you for reaching out to us. I have attached the entire email conversation from our email with *********** 

  Please note that the event was not cancelled and it did take place. In terms of the event, we did our best to ensure we followed everything as advertised. The shortfall here will be the sailing and we understand how this matters a lot for everyone. We have been running the business legally for over a decade now as BBB can see from your record and we keep up to the maintenance of the boat and receive full certification from the legal authority.
  
  As compared to a regular club event, we are being very diligent and offered 30% off to match the event pricing happening around Vancouve ion which bwe have no obligation to do so.  As of the event itself, please see the highlights that were promised below:
  
  
  Professional Live DJs
  We had 4 DJs on the day specializing with different genre
  Midnight Champagne Toast 
  Fulfilled
  Spectacular Views 
  Even we were not able to sail, we ensure we dock and obtain full license for *** to be on bayshore compared to any other event which took place far from the city or even 
  Two Dance Floors (Hip ************************ ensure there are two different genres and dance floors to ensure people have a great night
  4 Hours of Non-Stop Party on a Boat 
  Fulfilled
  Fully Licensed Bar 
  We obtain a city license and inspected for the bar so we can make sure our attendees are able to purchase rinks legally when needed. 
  Professional Photographer 
  We had 2 photographers on the day of the event
  3 Hours of Cruising around the Harbour
  Not fulfilled due to mechanical failure
  The Largest Charter Boat on the West Coast 
  This is the 13th year we have our *** event on this biggest boat that is located in Vancouver city
  
  Again we understand your frustration and we have spoken to our legal team regarding this issue. We were able to fulfill as many promised features except for the part we were about to sail. We did review the consumer protection act and acted accordingly. We acknowledge the exceptional circumstances surrounding the mechanical failure, and we made amends accordingly.
  
  As per sales policy defined on Eventbrite and on the event details:

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  Customer Answer

  Date: 24/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  ************************************************

• Initial Complaint

  Date:05/12/2023

  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.

  So we booked the event with this company, when we were doing the line to enter the event, the person that was scanning the barcodes, tried multiple times to scan our barcodes but according to him it showed like your company never sent the actual ticket to them so it was invalid, he said the only thing we can do is contact your company to have you send the tickets to them so we can enter the event, sadly that was not possible.At the end he said he couldn't wait and to just request a refund because the tickets were never sent to them.To add it was really embarrassing because we were holding the line and a lot of people were just looking at us in a not nice way.Now this company is refusing to give us a refund, what a total ****, save your time and money from this ********** company

  Business Response

  Date: 05/12/2023

  Good day,
  
  The event took place as per schedule. As per our sales policy, as you can find from the event site as well, the ticket is not refundable or transferable. It is clearly stated on the purchase policy that ******* *************. All information on the boat is clearly provided to the attendee. Furthemore, there are multiple events that were happening on Labour day and we are not sure if this attendee event arrived to the correct place or might have been went to a different boat. It will be strange if we allow others and noth this attendee in for the event. In addition to that, the attendee didnt give us a call or anything up to Nov 1st 2023 which is 2 months after the event expressing this issue. If the attendee gave us a call even on the same day, we might bale to locate them or address any issue. We have been doing business in vancovuer for over a decade now and  we never had any issue with check-in except if client ended up going to a differnet boat with our ticket which is not our fault. 
  Event details
  Labour Day Weekend Boat Party Vancouver 2023
  ******************************************************************************************************************************************************************************************************************************************************************************
  
  I have attached a link to the images taken from this event. It was a successful event ->  ********************************************************************
  . This chargeback is not acceptable and not within our policy. 

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hello,
  This is not about a cancellation or transfer, we were present at the correct location since the hosts helping us, clearly stated that was the correct place but the main issue was that when the barcode was scanned, they didnt have our tickets which means were not valid and we were not allowed to attend the event
  
  There is no doubt the event was valid since we were there and yes it was happening as mentioned the issue is we were NOT allowed to board since the tickets according to ***** ************* were not valid and we have proof of payment if needed.
  
  There was no need to call anyone since we were in person with companies staff.
  
  Because of all the issues and not able to enter the event we are requesting and need a refund
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/12/2023

  Hello, 

  First and foremost again, we cant confirm that this client actually came to the correct venue. We typically ask our clients for their first and last name and with the infiomation procvided from the ticketing platform, we can verify that. As for this client, the ticket was bought through Eventbrite which is our primary ticket selling site and *********** if the client mentioned that they are unable to enter if they hold the same ticket as everyone else. Even without physcial ticket, we do still able to find clients with their names on  our system. We have cross-checked with all of our team members and they confirmed that they never encounter any of this problem. Weare unsure if client ended up lining up at a different boarding gate so thta's why they were refused entry. After checking with dock, we can confirm there were at laast 3 different events happening on the smae day and timing. If the ticket was used at different boat, it will be invalid as its not an event organized by us. Our event took place at *************. 

   

  Customer Answer

  Date: 07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As mentioned on both responses, the issue is clear and the we were not able to board or be part of the event because of this we need a refund, we will not repeat for the third time the issues that happened here.

  If we need to file a report with thr **************** Consumer affair office and other government agencies we will proceed. 

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

  Business Response

  Date: 07/12/2023

  Hello ******, 

   

  We understand your frustration but we are sure that your situation is not under our control. Can you maybe provide us a bit more of description about who did you speak to when you check -in and where exactly you went? A picture of the day of event or such can be helpful for us to exactly see what happened. Its nearly impossible for us to reject anyone to enter the boat with ticket unless they are compeltely drunk or causing problem. 

  Customer Answer

  Date: 08/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  We went to:
  
  *************
  **************************************
  Vancouver, ** V6B 5E7
  ******
  
  We dont have pictures of the event because it was not necessary and no we didnt ask for the staff names.

  Let me know how we should proceed

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

  Business Response

  Date: 11/12/2023

  Hi ******, 

  Sending the address itself is not a prrof of attendance. The address has multiple docks and having no proof and sneding ** and email 2 months after the event since something really unrealistic. You are even giving us the description of the person you spoke to which makes hard for us to even go around the dock to find who you speka to and if you *** tot the correct dock. 

   

   

  Customer Answer

  Date: 11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I already provided what i had to provide, is up to your company to find the issues inside your staff, we were not at the event and the audacity of not taking responsibility is incredible, i guess we'll just have to file a report with the **************** Consumer affair office and other government agencies.
  
  Sincerely,
  
  *************************