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:08/12/2024

  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.

  I purchased two tickets for a concert That was on August 10 at 6:30 PM. I believe I purchased them on August 6. They were two floor tickets general admission $52 each for a total of $104 cost my issue is I had no view whatsoever of the stage or of the performers. I had a massive huge screen directly in front of my view of the stage and the performers, but nowhere on those tickets did it say obstruction of view or screen view only I scrolled past a lot of tickets that did say that on them because thats not what I wanted. I can set it home and watch TV. My tickets I purchased did not say any of that and I have no view whatsoever of the stage call iMessage Gametime and I talk to two different people on two different days on August 11 and again on August 12 basically theyre telling me that I I didnt have an obstructed view. I have pictures of my view. It is very very it was very obstructed. Theyre telling me that theres nothing they can do. Theyll give me a $15 credit I spent $100 and they wanna give me a $15 credit , Im not happy with that. Im not OK with that. It should have stated that it was an obstructed view or screen view. Only I would have never purchased them and the company wants to do nothing about it. I didnt ask for a refund but they could at least credit me Half of what I spent but they wont do that either the guy on the 11th agreed with me that my view was definitely obstructed the girl on the 12th however said it wasnt obstructed, but then turned around and told me she understands how I feel but shes sorry they cant do anything so Im hoping you can help me with the situation

  

  Business Response

  Date: 08/19/2024

  Hello,

  We appreciate the fan's feedback and regret any inconvenience experienced during the concert on August 10th. We understand the importance of having a clear view of the stage when attending live events.

  Upon reviewing the purchase, we would like to clarify that the tickets selected were listed as "Video View Only." This designation indicates that the view from the seats may be primarily of a video screen rather than a direct, unobstructed view of the stage. We strive to provide clear and accurate information about our ticket listings to ensure fans can make informed decisions.

  That said, we understand that the fan was dissatisfied with the experience. Although a refund is not warranted in this case due to the listing details provided at the time of purchase, we value our fans and their satisfaction. Therefore, as an exception, we have provided a 100% Gametime Credit for the full purchase amount of $104. This credit can be used toward any future event of the fan's choice.

  We hope this resolution is satisfactory and that the fan will continue to choose Gametime for future event needs. Please do not hesitate to reach out if there are any further questions or concerns.

  Best,

  Gametime. 

• Initial Complaint

  Date:08/06/2024

  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.

  On July 10, 2024, I purchased "3 seats together" for ************** at ********** in ********* on 8/3. When the tickets were transferred to me via Ticketmaster, the Ticketmaster tickets did say **** SCREEN VIEW" but this was not indicated at the point of sale with Gametime so I assumed it meant something to do with the technology of the screen. When I arrived at the concert on 8/3, I could not see the show. This is when I realized that *** SCREEN VIEW means Limited Screen View, which was appropriately indicated on the ticketmaster tickets transferred to me but not at the point of sale on Gametime. Because myself and my guests could not see the show and had flown from different states, I went ahead and purchased a second set of tickets at the show, and in another section. Upon return from my trip, I reached out to Gametime for help and was first told that there would have been an indication of limited view using an icon on the Gametime website when I purchased the tickets. I swore that I had not seen any indication but accepted that it could have been the case. However, upon looking at the website today for the same show, there is the same seats for sale that DO NOT indicate limited view seating on the Gametime site again. Gametime customer service says "As a ticket marketplace, we dont hold any inventory ourselvesall our tickets are sold by independent sellers who adhere to a final sale policy. This means we can't cancel or exchange orders once they're confirmed" however, when the tickets were purchased, they were not correctly listed by Gametime. The seats were limited view and that was not indicated at the time of purchase, therefore this is an oversight by Gametime, not the seller. This issue needs to be addressed, as the information provided at the point of purchase was misleading. **************** is unable to help me or escalate my issue. After some pushback, I was told "someone would call me" but I highly doubt that will happen based on my interactions.

  

  Business Response

  Date: 08/08/2024

  Hello, 
  
  We are writing in response to the complaint regarding the purchase of tickets for the Dead & Company concert at ********** in ********* on August 3, 2024. We take customer concerns very seriously and appreciate the opportunity to address this matter.
  
  First and foremost, we would like to clarify that our ticket listings are presented as received from our independent sellers. We have advised the customer that if a purchase is made for a limited or obstructed view seat, and this was not indicated on our platform at the time of sale, we take full responsibility for addressing such issues.
  
  In this specific case, the customer purchased three tickets on July 10, 2024. The tickets, when transferred via Ticketmaster, clearly indicated **** SCREEN VIEW," signifying a limited view of the screen. Our records show that the listing on the Gametime platform prior to the purchase did indicate that the seats were limited view of the sphere. We regret any inconvenience this may have caused the customer, but we want to emphasize that there was no error on our end.
  
  We understand the customer's frustration, especially given the effort and expense involved in traveling to the concert. While we do not hold any ticket inventory ourselves and all sales are final as per our policy, we acknowledge the importance of clear communication regarding ticket details.
  
  We are committed to maintaining transparency and accuracy in our listings. Moving forward, we will continue to enhance our verification processes to ensure that all relevant details are prominently displayed. We have reached out to the customer to offer our sincere apologies and discuss potential resolutions.
  
  Thank you for bringing this matter to our attention. We are dedicated to improving our services and customer experience and will take the necessary steps to prevent similar issues in the future.
  
  Best,

  Gametime

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22102818
  
  I am rejecting this response because: While I thank you for your response regarding my issue about the purchase of tickets for the Dead & Company concert at The Sphere in ********* on August 3, 2024 & appreciate that you take customer concerns seriously and your acknowledgment of the need for transparency and accuracy in your ticket listings, I must clarify that the response provided by Gametime is factually incorrect in several critical areas. Firstly, I have not been contacted by anyone from Gametime to discuss potential resolutions, as your response suggests. This further adds to my concern about the lack of proper communication and transparency in addressing my complaint.

  More importantly, I want to reiterate that the Gametime platform did not indicate that the seats were limited view at the time of my purchase. I have since revisited the website multiple times, even as early as today, and found that similar seats are still listed without any mention of limited view, directly contradicting your claim that the limited view status was clearly indicated at the time of purchase. This oversight is a significant issue and Gametime cannot be trusted to make purchases from. Marketplace or not, I made the transaction with Gametime and via Gametime, and you should accept responsibility and refund the cost of the Limited View Seats that were not used. Again, I am still happy with the second set of seats I purchased and my payment for those, as I did use those; nor am I interested in compensation for the stress, time and energy I have put into this issue either- just the cost of the tickets I did not use.

  I cannot consider this issue closed.
  
  

  

  Business Response

  Date: 08/12/2024

  Hello

  Thank you for reaching back out. We respect the fan's frustration here and understand where they maybe coming from. 

  To clarify, we did not indicate that we would reach out to the fan but that we corresponded with them during the initial chat when they had reached out. Our policy was stated and clarified at that time. 

  We would like to reiterate at this time that our listing was in fact showing the "limited scree view" option at the time of purchase. We are terribly sorry for the trouble but we can not refund this order. 

  We would be happy as a one time exception provide a courtesy Gametime credit for the fan's loyalty with our platform, but it will not be in the amount of the purchase. 

  If this is something that we can agree to, then we would be happy to provide for our fan. 

  Thank you for reaching out. 

  Best, 

  Gametime

   

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22102818
  
  I am rejecting this response because: while I am not satisfied with Gametime's proposed 'resolution' (which is to simply eat the cost and get over it) I am not able to continue to fight this issue if Gametime is not willing to own their mistake. I understand that customers are simply not important to them and it's a free market so hey, what can you do. Thank you so much Better Business Bureau team for your support to me and all consumers who have been scammed by businesses like Gametime.

  Gametime should not be accredited by the Better Business Bureau and this is a good data point on why! 

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

• Initial Complaint

  Date:08/05/2024

  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 was exploring what the cost of two football tickets would be. GAMETIME's site said nothing of additional FEES, showed the tickets for sale at $38. I clicked (for two tickets) to go to the next page to see fees, AND to see where to enter a promised/advertised Promo Code ("LOCKEDONCOLLEGE")... instantly, I was charged $116 for the two tickets, with NO warning about such high fees, and with no opportunity to use Promo Code... when I went to Gametime's Chat Help, he refused to undo the sale/refund me, and informed me the promo code was only for a $150 or more purchase... which again, I had not been warned of. This is fraudulent behavior. I want a full refund to my Discover credit card.

  

  Business Response

  Date: 08/05/2024

  Hello, 
  
  We are writing in response to the complaint submitted by a fan regarding a purchase made through our platform. We appreciate the opportunity to address this issue and provide clarity on the matter.
  
  Upon review of the transaction in question, we have confirmed that the fan authorized the purchase through our purchase authorization flow. This flow requires several steps to complete, including a final confirmation page that clearly outlines the total cost, including any fees, before the transaction is finalized. It is important to note that there is no way to complete a purchase on our platform without following these steps and explicitly authorizing the final amount charged.
  
  Additionally, we would like to reiterate that this purchase fell under our "All Sales Final" policy. At the time of the transaction, the purchase was eligible for our 24-hour return-to-credit policy, which allows customers to receive credit if they wish to cancel within 24 hours. However, the fan declined this option.
  
  Regarding the specific concerns about fees and the promo code, we strive to make all charges as transparent as possible during the checkout process. The promo code "LOCKEDONCOLLEGE" indeed has a minimum purchase requirement of $150, which is detailed in our promotional materials. While we regret any inconvenience this may have caused, the terms of the promo code were not met in this instance.
  
  Given that the purchase was completed through our authorized process, and considering our clear policies on sales and returns, a refund is not warranted in this case.
  
  We value our customers and are committed to providing a transparent and user-friendly experience. We apologize for any misunderstanding and appreciate the opportunity to clarify our policies and procedures.
  
  Thank you for your attention to this matter.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22095349
  
  I am rejecting this response because it offers NO "resolution" at all!  Contrary to their claims, their site did NOT show the fees on my computer screen in advance, but only gave me one choice, to click a button to go to the next screen, where I assumed (like most websites) there would be a detailed list of fees AND a place to enter a Promo Code. THERE WAS NOT. Instead, it showed I was instantly charged.  I don't know if it's possible there was a "double-click" that sped through the next screen, but I've never had such a thing happen in all my years with online merchants, NOR have I ever seen a site designed to offer NO recourse even if it was such a mistake!!  Unethical lack of prior information of their high fees, didn't see any disclaimer of their $150 code requirement, and moreover, they falsely claim guaranteed satisfaction. Their "refund" is only offered as a credit within their system would then actually require I make additional purchases with the same high fees. A "guarantee" to replace a defective service/product with another defective service is not guarantee at all. Horribly unethical and an outright lie to claim they offer "customer happiness," as their correspondence claims.
  Unhappily,
  
  *********************

  

  Business Response

  Date: 08/08/2024

  Hello, 
  
  We are writing in response to the customer's complaint regarding their recent ticket purchase. We appreciate the opportunity to address this matter and clarify our position.
  
  First and foremost, we would like to reiterate that our platform operates with a clear and transparent "all sales final" policy. This policy is in place to ensure the integrity of transactions conducted on our site. 

  Regarding the customer's concerns about the visibility of fees and the purchase process, we strive to ensure all necessary information, including fees, is displayed transparently before the final transaction. While the customer suggests that fees were not shown, our records indicate that the process followed our standard procedures, which include displaying all applicable fees prior to finalizing the purchase. We regret any confusion the customer may have experienced during this process.
  
  The customer mentions a possible issue with a "double-click" that might have sped through the subsequent screen. While we understand that such technical issues can occur, our system is designed to prevent unintended transactions, and our logs do not indicate any anomalies in this case.
  
  We understand the customer's dissatisfaction with the resolution offered, specifically the credit within our system. However, given our "all sales final" policy and the accurate listing information provided at the time of purchase, we are unable to provide a refund for this transaction. Our offer of a credit is made in good faith to help mitigate any inconvenience, even though it appears not to meet the customer's expectations.
  
  We remain committed to improving our services and ensuring transparency in all transactions. While we cannot offer a refund, we value the customer's feedback and will use it to enhance our processes and customer experience.
  
  Thank you for your understanding.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22095349
  
  I am rejecting this response because:

  -Something went wrong with their website, and they still refuse to ***** me a refund. Few businesses in ******* operate this way, with utter disregard for the customer.

  -On top of that, I saw again the ad or "plug" for their site, which cited the $20 off coupon for new customers, but it DID NOT warn of requiring $150 expenditure to get said coupon.

  Dishonest, uncooperative company.... with a high percentage fee on top of that.

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

• Initial Complaint

  Date:08/01/2024

  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.

  I purchased 2 tickets to see the jaguars play. I got an email saying my tickets were delivered. I followed every instruction on the email to get the tickets. When trying to view my tickets they would not download. I tried contacting customer service and they tried to help me get the tickets. After several tries I was still unable to download the tickets. When I asked for a refund they said that they would not give me one because all sales were final. I think this site is a scam because they guarantee that the buyers will receive the tickets.

  

  Business Response

  Date: 08/02/2024

  Hello, 
  
  We are writing in response to a complaint filed by a fan regarding the purchase and delivery of tickets to a ******************** game.
  
  We sincerely apologize for the inconvenience and frustration that the fan has experienced in attempting to download the tickets. Our goal is to ensure that every customer receives their tickets promptly and without issues.
  
  As soon as we were notified of the problem, our customer service team immediately began troubleshooting the issue. Despite several attempts, we were unable to resolve the problem. To further investigate, we have reached out to our ticket supplier to look into the case and provide additional assistance.
  
  We understand the importance of resolving this matter quickly, especially with the event approaching in a few days. We assure the fan that we are exploring all possible options to ensure they receive their tickets. It is crucial for us to exhaust every avenue before determining that there is a definitive issue with the ticket link.
  
  We kindly ask for the fan's patience as we continue to work diligently to resolve this issue. Our team is dedicated to providing a solution and ensuring that the fan can enjoy the event as planned.
  
  Thank you for your understanding and cooperation.
  
  Best, 

  Gametime

• Initial Complaint

  Date:08/01/2024

  Type:Product 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.

  Bought 2 Tickets to *************** (show is in ********** 8/30/24). Bought these on July 27th.The map shown on the app showed the tickets to be in Section 101, and showed a spot on the map. When I completed the purchase, and got the specific seat numbers, I noticed the seats were on the side of the stage, and a completely different section. It didn't match the map that was shown on their app. I attempted a refund, based on the fact that the seats were NOT in the area I was led to believe they were in. Now, as I look, Gametime is showing the INCORRECT VENUE. The show is in ********** at the ********************, but the pictures they are showing with the map on the app, are the Talking Stick Amphitheatre, which is in *******, and an outdoor venue! They are two separate venues! Given the fact that they don't even have the correct venue on there, I find it's very misleading. I would like a refund, because I can't use the credit since they aren't showing the correct venue, so I have no idea what I would be buying (again!)

  

  Business Response

  Date: 08/01/2024

  Hello,
  
  We have reviewed the complaint regarding the purchase of tickets for the *************** show in ********** on August 30, 2024. After investigating the matter, we acknowledge that an error occurred in our app, leading to a misrepresentation of the seat locations and the venue.
  
  To address this issue, we have taken the following actions:
  
  1. We have corrected the error in our app to ensure a more accurate general representation of seat locations and the correct venue.
  2. We have refunded the fan the full amount of their purchase instead of offering the credit.
  
  The fan has been notified of these actions via email.
  
  We apologize for any inconvenience caused and are committed to preventing such issues in the future.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/02/2024

  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.

  I appreciate their quick resolution and acknowledgement of this issue.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/29/2024

  Type:Product 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.

  Date of Transaction: 7/8/2024; Amount $268.00 Two tickets for the ******** DC Open 7/27/2024; Tickets purchased were for "Suite" seating. I received an email receipt for tickets "Suite S2, Row A, seats 5 and 6. When we arrived to event tickets were for "Section 2". Section 2 was in the upper levels of the Stadium and in no way shape or form "Suite" tickets. We paid $126.42 per ticket. Whereas, tickets we purchased for 7/28/24 in a similar area were only $92.45.

  

  Business Response

  Date: 07/30/2024

  Hello,
  
  We are writing in response to the complaint filed by our fan regarding the purchase of tickets for the Mubadala DC Open on July 27, 2024. We sincerely apologize for the inconvenience and confusion that the fan experienced regarding their seating at the event.
  
  We understand that our fan purchased tickets for what was believed to be "Suite" seating, as indicated in the email receipt stating "Suite S2, Row A, seats 5 and 6." However, upon arrival, it was found that the tickets were for "Section 2," which is located in the upper levels of the stadium, and not the "Suite" seating as expected.
  
  We acknowledge the frustration and disappointment that this situation has caused. Fan satisfaction is of utmost importance to us, and we strive to provide accurate and clear information regarding our ticket offerings. It appears there was a misunderstanding or error in the ticket classification, and we deeply regret any confusion this may have caused.
  
  In light of the inconvenience experienced by the buyer, we have already provided a 25% refund of the total transaction amount, which was processed after the event date. This refund was intended to partially compensate for the discrepancy and the inconvenience faced.
  
  We recognize the need for transparency and consistency in pricing and seating classifications and will ensure such discrepancies are addressed in our future transactions.
  
  Once again, we extend our sincere apologies to the fan for any distress caused. We are committed to improving our services and preventing similar issues from occurring in the future. If there are any further concerns or questions, we encourage the buyer to contact us directly, and we will be more than willing to assist.
  
  Thank you for your attention to this matter.
  
  Best, 

  Gametime

  Customer Answer

  Date: 07/30/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/27/2024

  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.

  We ordered tickets and I called and sent a chat multiple times with promises that I would get tickets. I was promised within 24 hours for over two months I would get tickets. I called over 5 times the day of the game with continued promises. 15 minutes before the game we were told they didn't have our tickets and couldnt get us any other tickets. We drove over two hours and now have no tickets. We ended up having to pay DOUBLE to get tickets to this game so we could go. DOUBLE because this company waited until game time almost. And they told us they had no other tickets but yet they did. As did other companies. I feel they should have to pay us the difference since they would never release our tickets or give us the money back. We couldnt purchase tickets from another company because they wouldnt release ours. We originally paid 228 and ended up having to pay over 600. This company should be shut down. And what is ironic is that the seats that supposedly we couldnt get because the seller couldnt get the bar codes released, had been sold and other people were in them.

  

  Business Response

  Date: 07/30/2024

  Hello,
  
  We are writing in response to the complaint filed by our fan regarding their experience with purchasing tickets through our platform. We deeply regret the distress and frustration that our fan encountered and want to express our sincere apologies for the inconvenience caused.
  
  We understand that our fan ordered tickets and made multiple attempts to secure them through our customer service channels, with assurances that the tickets would be delivered within 24 hours over a span of two months. On the day of the game, despite repeated promises and over five calls, they were informed 15 minutes before the game that no tickets were available. This situation is incredibly disheartening, especially considering the two-hour drive and the additional cost incurred to purchase last-minute tickets, which ended up being double the original price.
  
  As a marketplace, we strive to provide a seamless and reliable experience for our fans, working diligently to secure tickets and find replacements when issues arise. However, in rare cases, various factors can prevent us from fulfilling orders as expected. We recognize that this does not change the fact that our fan was left without tickets for a game they were excited to attend, which is truly regrettable.
  
  We understand the frustration of having to pay over $600 when the original purchase was $228, particularly when it seemed other tickets were available. The inability to release the initial tickets or provide timely alternatives was a failure on our part, and we are genuinely sorry for the impact this had on our fan's experience.
  
  In an effort to compensate for this unfortunate event, we have issued a full refund for the original purchase and provided a 100% credit, acknowledging that while this cannot replace the lost experience, we hope it shows our commitment to making things right. We deeply regret that we could not fulfill the order as promised and the resulting inconvenience and financial strain it caused.
  
  We value our fans and their trust in us, and we are committed to learning from this incident to prevent similar occurrences in the future. If there are any further concerns or questions, we encourage our fan to contact us directly, and we will be more than willing to assist.
  
  Thank you for your attention to this matter.
  
  Best, 

  Gametime

• Initial Complaint

  Date:07/22/2024

  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.

  On 7/19/24, my husband and I decided to purchase ******************* tickets for that evening at ***********. We spent an hour looking at footage of the venue and the view from various seats. ************ is a unique venue, many seats are listed as having a "limited view". We know this does not always mean the tickets are bad, just that there is some netting up around the lower sections. We found tickets in Field Box 50 and decided to purchase for $1,692 on the Gametime site. A while later, Gametime texted my husband to say the original tickets were no longer available and they were going to offer us similar tickets in section 48. Frustrated, we looked at those tickets and agreed they were not very far away and decided to take those tickets instead. However, at 4pm on our way to the concert which is about 2 hours away (6pm show), we hand't received the tickets. When I messaged Gametime, they told us that the new tickets were no longer available and they could offer us seats in section 44 instead. We didn't know if these were obstructed so we asked Gametime if there was going to be a different view, they said they were just as good as the original ones. Since we had no time to research, we said fine. However, less than a minute later, I found video from the night before that showed a giant black screen directly in front of the seats. I immediately asked Gametime to not place the purchase, but they said they already had and there was nothing they could do. After another 20 min of going back and forth, there were still no tickets and we repeatedly said we did not want them. Finally they said if we didn't get the tickets in 5 min they would find alternative ones for us. 5 min came and went and no tickets, after another 20 min we said great, we would like a refund or new tickets. They said no. About 20 min before the show started we got the tickets that we didn't want. When we got to the show, the seats were obstructed with large speakers and we could not see the stage.

  

  Business Response

  Date: 07/23/2024

  Hello
  
  We sincerely apologize for the poor experience the fan had with their ******************* concert tickets for the event at *********** on 7/19/24.
  
  Upon reviewing the complaint, we have taken the following actions to resolve the issue:
  
  1. **Refund Issued**: We have refunded the full amount of $1,692 for the tickets due to the inconvenience and the obstructed view seats that were not as initially agreed upon.
  
  2. **Credit Added**: As a gesture of goodwill, we have also added a credit to the fan's account for the trouble they experienced. 
  
  3. **Notification Sent**: We have notified the fan via email of this resolution to ensure they are fully aware of the actions we have taken.
  
  We understand the importance of delivering a seamless and enjoyable experience, and we deeply regret that this was not the case on this occasion. We appreciate the feedback and will use it to improve our services in the future.
  
  Thank you for your attention to this matter.
  
  Best
  
  Gametime

• Initial Complaint

  Date:07/20/2024

  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.

  I purchased concert tickets for Sexyy Red in ******, Ms. *** 6/22/24. The concert was cancelled and not rescheduled. I reached out to them inquiring about a refund. I had to show proof that it was canceled. They stated I will have a refund within 5-7 business days. That was on 6/19/24. I have contacted them with zero response.

  

  Business Response

  Date: 07/23/2024

  Hello
  
  We sincerely apologize for the inconvenience the fan experienced regarding the canceled Sexyy Red concert in ******, **, scheduled for 6/22/24.
  
  Upon reviewing the complaint, we acknowledge that there was a failure on our part to process the refund in a timely manner. We have since taken the following actions to resolve the issue:
  
  1. **Refund Processed**: We have now processed the full refund for the concert tickets. 
  
  2. **Notification Sent**: We have notified the fan via email about the completion of the refund.
  
  We understand the frustration caused by this delay and lack of communication, and we deeply regret that this was not handled properly initially. We are taking steps to ensure that such issues do not occur in the future.
  
  Thank you for your attention to this matter.
  
  Best,
  
  Gametime

• Initial Complaint

  Date:07/15/2024

  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 bought tickets 55 minutes before the July 14th show (6:30 pm). - I received a confirmation text confirming that my tickets were on the way "Don't worry - we guarantee you'll receive them in time for your event"-By 5:45, i hadn't received my tickets, but my daughter and I started travelling to the venue in order to be their for the start. My tickets were "guaranteed"-I was in constant contact with the online Chat person "Gandalf". He told me at first that Gametime couldn't reach the seller, and we had to give them until 6:20, but Gametime was sorting out replacement tickets for me in the event that the seller didn't send the tickets. -at 630 I was informed that no tickets were coming. At this time, the show had started, and there were no tickets available. -I was offered a refund of my ticket price, or a credit of 130% of my ticket price. The tickets were an extremely low price. I feel like this is a systematic tactic of Gametime and they had no intention of delivering them for this low price. After they failed, they said either I take the refund, and there is no loss, or I accept a ridiculously low credit of an Additional 30% or about $4 and have them hold my money until I use their services again. This is not okay. I think Gametime should provide the guaranteed tickets that it promised.

  

  Business Response

  Date: 07/16/2024

  Hello, 
  
  Thank you for bringing this matter to our attention. We would like to address the concerns raised by the fan regarding their recent ticket purchase experience.
  
  First and foremost, we want to clarify that our intention is never to deceive any of our buyers. As a third-party marketplace, we strive to ensure that all transactions are smooth and satisfactory. We offer a guarantee to provide tickets on time, and in cases where this is not possible, we have robust refund policies in place to protect our fans.
  
  In this particular case, the fan purchased tickets 55 minutes before the event, and we confirmed that the tickets would be on the way. We were in continuous contact with the fan through our online chat service, attempting to reach the seller and arranging for potential replacement tickets. Unfortunately, despite our best efforts, we were unable to secure the tickets in time for the event.
  
  We offered the fan a full refund or a credit of 130% of the ticket price as compensation for the inconvenience. This offer reflects our commitment to resolving such issues fairly and transparently. We have no motive to engage in any deceptive tactics, as our primary goal is to ensure that fans can attend and enjoy live events and we would not gain any advantage with such actions. In the end, we provided the fan with a 200% resolution and this has been communicated with the fan. 
  
  We understand the disappointment and frustration this situation has caused. Please be assured that we continuously work to improve our processes and services to prevent such occurrences in. Our aim is always to provide a fantastic experience for our fans, and we regret that we fell short in this instance.
  
  Thank you for your understanding.
  
  Best,

  -Gametime

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21990525
  
  I am rejecting this response because:

  -The "200% resolution" mentioned in the response was in the form of Gametime credit.  Since the website cannot be trusted to provide tickets after purchase, this has no value to me. 

  - The excuse the business is using is that they are a "third-party marketplace" is in violation of Section 9 of the British Columbia Ticket Sales Act:  "A person must not make a ticket available for sale if the ticket is not in the person's possession or control."  *********************************************************************

  -I disagree that "despite our best efforts, we were unable to secure the tickets in time for the event". There were multiple tickets to the event on the Gametime website that could have been secured in time for the event.  Instead Gamestop decided to wait until 1 minute after the show had started to inform me of their inability to get tickets. 

  I believe that Gametime purposefully posts lower prices than can be provided, in order to drive consumers to log in, create accounts, provide credit card information, and get comfortable with the site.  They do not have the ability to provide these low priced tickets.   After they fail to provide the tickets, the option to provide an extra 30% credit and keep the provided funds, is in actuality a welcome bonus for new customers.  I think it is deceitful, dishonest, and illegal.  

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

  

  Business Response

  Date: 07/17/2024

  Hello,
  
  We appreciate you reaching out to us with this concern and would like to clarify a few points in response to this complaint. 
  
  Firstly, we want to assure our fans that we have no intention of being deceitful in any way. Our platform includes an all-in pricing feature designed to display the total cost for each ticket, ensuring transparency for our buyers.
  
  As for the resolution offered, the "200% resolution" mentioned was provided in the form of Gametime credit. While we understand that this may not have met your expectations, it is our standard practice to offer credit as a form of compensation when issues arise. To clarify, the resolution was a 100% refund and a 100% Gametime credit since we can not refund more than what was paid. 
  
  Regarding your concerns about our status as a third-party marketplace, we operate under California law. We are aware of Section 9 of the British Columbia Ticket Sales Act, and we are continuously working to ensure our practices align with applicable regulations.
  
  We apologize for the inconvenience the fan experienced with their ticket purchase. Despite our best efforts, there are instances where we are unable to secure tickets in time for the event. We understand the frustration. Our notification process aims to inform fans as soon as possible, and we regret that this did not happen in a timely manner for this event.
  
  We take allegations of deceitful practices seriously. Our intention is to provide a reliable and trustworthy service. We value our fans feedback and use it to improve our processes and communication to better serve our fans.
  
  Thank you for bringing this matter to our attention. We hope to have the opportunity to regain the fan's trust.
  
  Best, 

  Gametime

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21990525
  
  I am rejecting this response because:  1) I have not been offered a resolution equivalent to my "guaranteed tickets" to Frozen, which I purchased from Gametime.  2) I did not pay for Gametime to try to get me a ticket up until 1 minute past the event start time. I had a guaranteed ticket.   3) Their proposed resolution essentially gives Gametime a contracted, guaranteed buyer (me) for a commodity they did not have.  I could not back out of this contract prior to the start time, but somehow they can? This is not okay.

  I think a reasonable settlement would be for Gametime deliver a pair of similar tickets to a future Broadway show in **********  COME FROM AWAY will be in town on Sept 10, 2024. This is a reasonable request, and I do not agree that this is "outside of Gametime's control as third party marketplace".  They are selling tickets on their platform!  This would resolve this issue for me. 

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

  

  Business Response

  Date: 07/17/2024

  Hello

  Thank you once again for bringing up this concern. 

  Since we are third party marketplace, we do not hold any inventory, thus making it impossible to provide tickets for a future date. The equivalence to that is the credit that was offered along with the refund that was already provided. 

  Respectfully, we have already went above and beyond with our resolution as we typically only provide 110% of the purchase amount in compensation. 

  Once again, a total of 200% resolution was provided to the fan as a one time exception in this case. 

  Best, 

  Gametime

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21990525
  
  I am rejecting this response because: The guaranteed tickets were not been provided, and the offered compensation provided is not close to adequate. 

  -I was told that tickets were going to be provided right up until 1 minute after the event start time.  I travelled to the event, and additionally missed out on opportunities to purchase replacement tickets for my daughter and I, as Gametime strung me along with the promise that the guaranteed tickets would arrive in time.   This is much worse than not providing tickets at all, which is what Gametime has provided me in the form of a refund of the purchase price. (I will not use the Gametime credit).   Gametime has wasted my time and money and continues to do so.  

  -Respectfully, Gametime's excuse of "we typically only provide 110% of the purchase amount in compensation", has little relevance to this situation.  By the same logic, I could say "I have a minimum requirement of 1000% of the ticket price that unfortunately I am bound by".     Additionally, the lack of compensation provided to similarly affected Gametime customers to date shows a systematic lack of compassion to the situation.  

  Again, I request that Gametime provide tickets to the September 10th performance of Come From Away.  This is a similar Broadway show, at the same venue and these tickets are being sold on the Gametime platform, by Gametime.   I believe this to be fair resolution.  

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