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:08/24/2024

  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.

  I purchased tickets and ticket insurance from FNG Tickets, totaling $163.25.After purchasing, I added the Ticketmaster Tickets to my iphone wallet, as I always do, and the tickets popped up as invalid, sent directly to expired folder... even though the date hadn't passed yet. I was able to purchase from a secondary site for Veterans and their families (who also use Ticketmaster) and those tickets transferred to my iphone wallet just fine.I requested a refund from FNGTickets multiple times and was told that this issue would be resolved. ***** opened for the concert ********************************************** the last email I was told that insurance will only cover this issue if the venue itself writes a letter proving the invalidity of Tickets (as if my photo proof with time stamps isn't enough).

  Business Response

  Date: 08/25/2024

  We are very sorry to hear that the client may have a platform or device issue when trying to display their tickets. However, we do not have any control over any such issues. We have record and the client has expressly confirmed via email and here that the client's tickets were transferred to them via Ticketmaster.com directly in accordance with the policies. After which time the client added tickets to a device wallet. We do not have any control over any actions the client may take with their tickets. It is important to remember that tickets can be displayed directly from the ticketing account and adding tickets to a wallet is strictly user preference. We have often seen such claims of invalidity once placed in a wallet, which is strictly a communication issue between the device and the platform and is not an indication of any invalidate tickets. Our records indicate that we have requested the client provide venue documentation supporting their claim that tickets provided to them in their account (not in their wallet) were invalid while we investigate with the seller's office. At this time, we have not received any documentation from the client. While the client may disagree with the need to provide documentation at this time, they did agree to this policy when placing the order. Invalid ticket claims are very serious and we cannot simply take a client's word that tickets did not work as many factors (including, but not limited to, device issues) are outside of the seller's responsibility. The client will be contacted when the results of our investigation are available but at this time a refund cannot be issued. It should also be noted that insurance purchases are to cover should a client have an emergency situation that prevents attendance such as illness and would not assist in any refunding for ticket issues. For any questions regarding insurance coverage, the client should review their policy details or contact the insurance directly. 

• Initial Complaint

  Date:08/17/2024

  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.

  The tickets posted for sale were listed for a 6pm game time. This was misposted. There was never a time change made by the venue. In reviewing the venue policy, all updates to games are made through social media platforms. Between the time of purchase and date of game, there was nothing announced on a game time change. There was never a game at 6:00 pm (at the time of purchase). *** third party tickets were misrepresented from the start.  The email confirmation at the time of purchase confirmed the date/ time of what I thought I purchased. *** stated they learned the game time change the same day of the game and sent me an email to inform at 9:00am for a noon game.  This is false. The venue never reported a change.

  Business Response

  Date: 08/18/2024

  It is important to remember that our website is a secondary marketplace, with no affiliation to any event organizers. We have no direct correspondence regarding any event information and can only notify clients of changes as soon as possible if/when it is made available to us. This information is never certain or guaranteed. The policies the client agreed to when placing the order state "Event Listings SITE does not guarantee the accuracy of event information on SITE including but not limited to event name, event location or venue, event start time, or event date. Event start times are subject to change without notice. Changes to an event including but not limited to event location or venue, event start time, event date, performer list, performance type, length of event, and amenities included in a ticket package may be done at the discretion of the venue, performer, promoter or other party responsible for the event each of which are unaffiliated with SITE and SITE has no control over such changes, nor can SITE be liable for any such changes. USER agrees to visit the website of the venue, stadium, team, or performer to find out if there have been any event time adjustments." Tickets for the event, which included start time 12:05pm, were delivered to, and accessed by, the client on 8/12/2024 so the client was aware of the updated schedule information well in time of the event to make any appropriate changes as needed. It is solely the client's responsibility to review all ticket details when delivered to ensure no issues and, if required, contact us for any issues. As a client service courtesy, we offered the client a refund of the service fees paid on the order in the amount of $60.81USD, which they accepted as resolution. This purchase was fulfilled in accordance with the policies agreed to and tickets were in the client's possession to use or resell. While we are sorry to hear that the client may not have attended the event, we cannot honor a full refund request.