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:06/07/2025

  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 3 tickets in December 2024 to assist to this event ,World of Clubs in *******, live in ***** and need to plan ahead, still after all this months never receive my tickets to plan accordingly, fly tickets, hotel, etc, considering this is a fraud and want my money back. When paid for something you receive merchandise or service and I receive nothing, want my money back. Thank you

  

  Business Response

  Date: 06/18/2025

  To the Better Business Bureau,
  
  Thank you for forwarding this complaint regarding a ticket purchase for the World of Clubs event in ********
  
  Gametime takes these matters seriously and is committed to ensuring every customer receives the tickets they purchase in a timely and reliable manner. We understand the frustration that can result when tickets are not received, especially when travel arrangements are involved.
  
  Upon reviewing the customers account using the information available, we were only able to locate completed and fulfilled orders. In order to properly investigate this claim, we kindly request the complainants order number or any additional identifying details related to the transaction. This information will allow us to take appropriate next steps and ensure a timely resolution.
  
  We remain committed to addressing this concern as soon as the necessary details are provided.
  
  Sincerely,

  Gametime

• Initial Complaint

  Date:06/01/2025

  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 VIP tickets through Gametime for Beyoncs final show in ********* on *************, as a birthday gift. The tickets were clearly marked as VIP on their platform, and my order was confirmed and charged (Order #NXNQ3RDNWJ).Later, Gametime contacted me saying there was a seller issue and offered replacement tickets in the general floor section, far from the VIP experience I had paid for. They presented only two options: accept downgraded tickets or cancel my order. There was no effort to honor the original VIP experience or provide a comparable solution.This show was the main reason I booked travel and hotel from *******, *******, specifically for this event. If I hadnt contacted them in advance, I would have found out about this issue only at the venue in another state.I dont want a refund. I want what I paid for: VIP access, as originally promised and confirmed. The lack of accountability and poor customer service from ********************** is unacceptable.I am seeking:Delivery of true VIP tickets at no extra cost.Or full compensation for travel and accommodations if VIP tickets cannot be honored.Gametimes failure to deliver what was sold is misleading and unfair.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention regarding the customers ticket purchase for ******* ********* show on July 26, 2025.
  
  We sincerely apologize for the disruption and disappointment this experience has caused. We understand how important this event is to the customer, especially as it was part of a special birthday celebration involving travel from out of state. Gametime strives to deliver on every ticket sold, and we are truly sorry that we were unable to fulfill the original VIP tickets as expected.
  
  In this case, the seller who originally listed the VIP tickets was unable to fulfill the order due to what they identified as a listing error. While rare, these types of seller-side issues can occur in the resale marketplace, and we recognize the significant inconvenience they createespecially when premium tickets are involved.
  
  Once we were notified of the issue, our team worked quickly to identify the best available alternatives in our marketplace. At this time, none of our verified sellers have VIP tickets listed, but we were able to offer high-demand floor seats as a replacement option. While we understand these do not replicate the full VIP experience, we have made every effort to offer the best available substitute.
  
  Per our policy, when we are unable to fulfill the original ticket type, we offer fans the choice of:
  
  A full refund to the original payment method, or
  
  110% of the original order value in Gametime credit.
  
  We understand that the customer prefers to receive the exact VIP tickets that were originally purchased, but as those tickets are not available in our marketplace, we are unable to provide them at this time. We truly regret this outcome and assure the BBB that we have done everything within our policy and marketplace availability to resolve this fairly.
  
  The customer is welcome to select their preferred resolution between the full refund or 110% credit, and our support team will be standing by to process it promptly.

  Sincerely,

  Gametime

• Initial Complaint

  Date:06/01/2025

  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.

  Purchased tickets on 5/30 for an event on 5/31. When calling to discuss the fact I hadnt received the tickets and wanting to cancel almost 24 hours later, they then tried to push the tickets. After explaining I called to cancel the order because of the slowness of the delivery they stated their policy allowed them to do so. They proceeded to charge me and I didnt even go to the event. There should be a requirement for timeliness. This slowness forced me to alter plans, and only when I called did they attempt to enforce a buried policy. Poor business. Will not use again

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention regarding the customer's ticket purchase for the event on May 31, 2025.
  
  We understand the customers frustration around the delivery timeline and sincerely apologize for any disruption this caused to their plans. Our goal is always to ensure tickets are delivered in a timely manner and that our fans feel confident leading up to their event.
  
  After reviewing the case, we can confirm that the order was placed on May 30 for an event scheduled the following day, May 31. While our policy allows sellers to fulfill tickets closer to the event timeas is common with last-minute purchasesGametime guarantees delivery by the event start time. In this instance, the tickets were actively being fulfilled when the customer reached out, and our team was working to ensure timely delivery.
  
  We understand the customer's request to cancel the order due to the perceived slowness of the delivery. However, because the event was less than 72 hours away at the time of purchase, this order would not have qualified for our Gametime Credit Return Policy, which only applies to events that are more than 72 hours away. This policy is in place due to the nature of ticket resale and the short timeline for fulfillment with last-minute orders.
  
  While we regret that the customer ultimately did not attend the event, we hope this explanation clarifies why a refund or credit could not be issued. We are actively working to improve communication around delivery expectations and return eligibility and appreciate this feedback as we continue to refine the experience for all fans.
  
  Sincerely,

  Gametime

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23403567
  
  I am rejecting this response because:

  The business in good faith was not attempting to complete the order. It can proven by the fact I had to send screenshots from a third party vendor nearly 24 hours later to prove they had not been received. Only then did they reach out to the seller where I didnt receive the tickets in a timely manner. Its in poor business taste for a company of this size to push blame to the consumer when they failed to do their job. Relying and hiding behind an impractical policy, when there is true consideration to planning when attending events. They in good faith did not timely fill this order. 
  

  Candidly, the request for refund is immaterial to this company. For a frequent consumer of their services, this is the quickest way to lost business. 

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

  

  Business Response

  Date: 06/03/2025

  Dear BBB,

  We appreciate the fans continued feedback and regret that their experience fell short of expectations. We understand how frustrating it can be when event plans are disrupted, and we take this concern seriously.
  
  That said, after a thorough review, we are unable to issue a refund at this time. The single photo provided does not clearly demonstrate an obstructed view, and the tickets appear to align with the listing as advertised. We certainly dont take these matters lightly, and we do our best to assess each case fairly and in good faith.
  
  We remain committed to providing a great experience and welcome any additional documentation the fan may have that could offer further clarity. Our goal is always to find a resolution that reflects both the facts of the order and the value we place on our customers.
  
  Sincerely,

  **********************

• Initial Complaint

  Date:05/31/2025

  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.

  Gametime advertised seats to a concert as clear view seating, I bought 4 seats at 353/ticket to have a completely obstructed view of the event. My view was blocked by scaffolding and signage. Had the tickets been properly advertised I would have opted out of purchasing them and purchased others in an area where I was able to see. Reached out to Gametime which the representative was helpful. I spent a large part of the concert complying to their requests of sending pictures of the view from seats along with screenshots of the tickets that they had sold me. Their solution was to offer me a $50 credit for use on their platform. I spent over $1400 on tickets to not be able to view a concert because of their misrepresentation. Even if they are a 3rd party ticketing company they should due their due diligence in making sure the information that is advertised is correct and not misleading.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for sharing the concerns raised by the consumer regarding their recent concert ticket purchase through Gametime.
  
  We understand how frustrating it must have been for the customer to feel that their view was obstructed, especially after paying a significant amount for what they believed to be clear-view seats. Gametimes goal is always to provide fans with a reliable and accurate ticket-buying experience, and we take any reports of misrepresentation seriously.
  
  Our team has thoroughly reviewed this case, including the correspondence with the customer and the materials provided. We received one photo from the fan showing the stage and a video screen setup that appears to be directed toward the larger venue audience. However, based on our internal review and industry standard classifications, these particular floor seats are not considered limited or obstructed view by the venue itself. Additionally, there is no supporting documentation from the venue indicating otherwise.
  
  Because we have not received multiple or conclusive photos clearly showing a substantial obstruction, and given that the venue does not label these seats as obstructed view, we are unfortunately not able to offer additional compensation beyond the $50 Gametime credit that was previously extended as a gesture of goodwill.
  
  We remain committed to providing transparent listings and will continue to evaluate opportunities to work with sellers and venues to minimize any ambiguity in seat labeling. We genuinely regret that this experience did not meet the customers expectations and appreciate them taking the time to share their feedback.
  
  Sincerely,

  Gametime

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23401517
  
  I am rejecting this response because:
     I have attached another photo in my seat sitting down, you can clearly see I am not able to see a thing. The original photo was a view from standing up. I was never asked to provide multiple pictures or I would have. I was simply asked to provide a photo of the obstruction. If Gametime is committed to transparency and customer satisfaction surely you can do better than a $50 credit to an account I will no longer use. This situation has very negatively affected my view of Gametime and will no longer be using the platform if this is not resolved in an adequate manor.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/03/2025

  Dear BBB,

  We appreciate the fans continued feedback and regret that their experience fell short of expectations. We understand how frustrating it can be when event plans are disrupted, and we take this concern seriously.
  
  That said, after a thorough review, we are unable to issue a refund at this time. We have reviewed the photo attached here, and it is the same photo we received The single photo provided does not clearly demonstrate an obstructed view, and the tickets appear to align with the listing as advertised. We certainly dont take these matters lightly, and we do our best to assess each case fairly and in good faith.
  
  We remain committed to providing a great experience and welcome any additional documentation the fan may have that could offer further clarity. Our goal is always to find a resolution that reflects both the facts of the order and the value we place on our customers.
  
  Sincerely,

  **********************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23401517
  
  I am rejecting this response because:
    I am not sure what photos you are looking at bc I submitted two different photos containing two different views from my seats.

  I will resend both photos so you can do a side by side comparison since you are unable to tell them apart.
  Sincerely,
    One pictures contains the view looking toward where the performance is taking place which you can see scaffolding is in the way, next picture is a straight on view of what is directly in front of me. 100% obstructed. I also have correspondence from Gametime employees agreeing with me that it is obstructed.
  ****** *****

  

  Business Response

  Date: 06/04/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the consumers continued concerns.
  
  At this time, we would like to clarify that our records show only one photo was submitted as part of the original complaint. The photo provided reflects a left-angle view of a screen and a barricade, and appears to have been taken prior to the start of the event, as it is light outside and there are no other attendees shown in the image. For full transparency, we will attach the only photo we have received to this response.
  
  We understand the customer has referenced a second photo and claims both were submitted; however, only one image is currently attached to the BBB complaint file. If the consumer has additional documentation they believe supports their claimincluding the second image mentioned or any communication from venue staff or our support team confirming the view was obstructedwe are happy to review that further.
  
  That said, based solely on the current evidence available, we are unable to determine that the seats were 100% obstructed. We sincerely apologize for any inconvenience, but without clear supporting documentation from the venue or more definitive visual proof, we are unable to offer further compensation at this time.
  
  Sincerely,

  Gametime

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23401517
  
  I am rejecting this response because:
  I attached two photos to the last response. If you are unable to see them where can I send additional photos to?
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/05/2025

  Dear BBB,

   

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to the recent complaint concerning an alleged obstructed view at the Post ****** concert held at ******** on May 23, 2025.
  
  After a thorough review of the details and both photographs provided, we found no conclusive evidence that the view from the customer's seatSection FLG, Row 2was obstructed. The photos appear to have been taken before the show began and from off-angle perspectives that do not clearly represent the actual line of sight from the ticketed seat. While some stage equipment and barriers are visible, they do not appear to interfere directly with the fans ability to see the performance area.
  
  Additionally, this section is located in a premium floor area close to the stage. According to both the venue and the original ticketing provider, these seats are not designated as obstructed view or limited view. We have also confirmed that no other attendees from this section or row reported similar concerns.
  
  While we understand that individual experiences may vary, the information and materials submitted do not support a classification of this seat as obstructed. For this reason, we are unable to issue compensation related to this claim.
  
  We remain committed to ensuring our customers have the best possible live event experiences and are always happy to assist with seating guidance for future purchases.

  Sincerely,

  Gametime

• Initial Complaint

  Date:05/31/2025

  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.

  On April 14, 2025 at 8:39PM EST I purchased *** ******** tickets through Gametime for 5/31/25 4:05 PM EST game. I was advised through the app that I would receive the tickets by 5/29/25. I did not receive the tickets on 5/29/25. On 5/30/25 when checking the app it still said the tickets should be delivered by 5/29/25. On 5/30/25 on the application I spoke with a representative and was advised that the physical tickets are not controlled by Gametime and they must be sent directly by the seller. By 10pm 5/30/25 we had still not received the tickets. The morning of 5/31/25 I reached out directly to the application again and was told that the seller was contacted but the tickets had not been sent yet. I was also told that I had to call at 9AM, 3 hours prior to the special access event we were planning on bringing our kids for our sons birthday. I spoke with ******, who would not transfer me to a manager or resolve the issue. Due to travel times and planning we had to then decide that we have to ask for a refund. The app said we could not because the seller accepted the offer months ago. I spoke then with ****** and she stated that they would get us the tickets by 11am PST, 2 hours after the doors open for the special field event. From speaking with ******, ****** and other app operators I have found that the tickets themselves are not "Gametime Guaranteed" but the value spent within the app might. I asked many times to speak with a manager and was refused. I was told all contact with management is via email. To alleviate this complaint I would like a direct refund to our credit card. I do not want my money within the app as I have lost all faith in Gametime and recommend a full investigation into their customer and business practices by ********************. I suggest reevaluating their A+ rating. I look forward to this being resolved.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for forwarding the concerns raised by the consumer regarding their ******** ticket purchase for the May 31, 2025 game.
  
  We want to first express our sincere apologies for the inconvenience and frustration this customer experienced. We understand the importance of timely ticket deliveryespecially for events involving children and special access experiencesand regret that this situation fell below the expectations we set for our service.
  
  In this case, the tickets were to be fulfilled by a third-party seller, and while our platform provides estimated delivery dates, the physical transfer of tickets is sometimes subject to delays outside of Gametimes direct control. That said, we take full responsibility for the fan experience and acknowledge that the communication and resolution process was not handled to our usual standards.
  
  We can confirm that this issue has already been addressed internally. The customer was issued a full refund to their original payment method, and we also applied a 25% Gametime credit, equivalent to $80, to their account as a gesture of goodwill. This credit is available should the customer choose to give our platform another chance in the future, although we understand and respect their current dissatisfaction.
  
  We are actively reviewing the handling of this case to ensure better response times and escalation procedures moving forward. We appreciate the opportunity to resolve this matter and are committed to improving the customer experience.

  Sincerely,

  Gametime

• Initial Complaint

  Date:05/30/2025

  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 4 tickets through Gametime for the ***** concert in ************. The concert was scheduled for 5/20/25 but was rescheduled a few hours before the event to the following day. 2 of the 4 people in my group (including myself) were no longer able to attend the event due to travel. I was instructed by the venue to contact SeatGeek (which was the ticketing service that sent me my tickets) by 2pm CST on 5/21/25 in order to request a refund for tickets in the event you were no longer able to attend the show (which I was not). ******** replied to me the following day saying that I purchased my tickets through Gametime, so I need to contact Gametime in order to receive my refund.I contacted Gametime via their internet chat 4 separate times (5/21, 5/22, 5/28, 5/29) and once via email, to which I did not receive a reply. I finally called them, and the customer service agent *** informed me that it is not Gametime's policy to issue refunds and that I should have sold my tickets that day if I wanted a refund. I asked *** where was the communication of this policy, to which she replied "That is common knowledge, we don't feel the need to tell customers that information." If I would have known the only way to get my money reimbursed was to sell the tickets, I would have done so immediately. However, this information was not included on the communication from Gametime.I went back in my email to see if there was any communication from Gametime on the day of the concert cancellation. Gametime sent an email at 5:35 pm (concert was scheduled at 7pm) on 5/20 saying that tickets would be valid for the rescheduled day, but there was no additional information. The concert was announced as rescheduled at 3:54pm on 5/20, so I don't know why there was such a delay in communication from Gametime. I am now out $1100 for a concert I did not even attend. My ideal resolution would be a refund for 2 of the 4 tickets, since 2 people in the group were at least able to attend the show.

  

  Business Response

  Date: 05/31/2025

  Dear BBB,

  Thank you for the opportunity to respond to this complaint regarding the ***** concert in *********, **, originally scheduled for May 20, 2025.
  
  After a thorough review, we were unable to locate any emails or chat transcripts associated with the complainants Gametime account regarding this issue. We would welcome the opportunity to investigate further if the complainant can provide screenshots of the email they sent and the chat attempts they referenced.
  
  We did locate the phone conversation referenced in the complaint. During that call, our representative was professional and empathetic, clearly explaining that, per our policy, tickets for rescheduled events remain valid for the new date, and that resale is the only option available if a customer is unable to attend. Following the call, our agent sent a follow-up email that included a direct link to the applicable policy as outlined on our ***********.
  
  While we regret that two members of the complainants party were unable to attend the rescheduled event, Gametime is not able to issue a refund in this situation. Our policy on rescheduled events is consistent with standard industry practices and is communicated to customers both in our *********** and during interactions with our support team.
  
  We appreciate the BBBs attention to this matter.
  
  Sincerely,

  Gametime

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23397852
  
  I am rejecting this response because:

  I did not take screenshots of my interactions (or lack thereof) with the ************************* chat. I did not have the forethought to think the issue would escalate to this level. 

  I take offense to *** from Gametime's notion that knowing I should have resold the tickets is "common knowledge." I have never had a concert rescheduled before, so I am not sure how that would be common knowledge. Gametime should consider including this information in future communications with ticketholders (in the body of the event reschedule communication, not the fine print on the website) so that this unfortunate situation does not happen to anyone else. Since I reached out to Gametime on 5/21/25 and no one responded, the only information I had to go off of was from the venue, which told me to contact SeatGeek by 2pm CST on 5/21/25. I followed that instruction, as I believe any reasonable person would have done considering the lack of response from Gametime on that day. 

  This feels like a scam and certainly no way to treat customers. ********************** says this is consistent with standard industry practices; however, ******** was more than willing to offer customers who were no longer able to attend the event a refund, and they communicated this information to ticketholders. I learned my ****** trying to use a third-party marketplace such as Gametime - never again. 

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

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for providing the customers response and additional context regarding their experience.
  
  We sincerely regret that the customer feels disappointed and misled. We understand how frustrating this situation must have beenespecially in light of the rescheduled event and the confusion around refund options. We take this feedback seriously and appreciate the opportunity to clarify our position.
  
  We have thoroughly reviewed our support records and, unfortunately, we were unable to locate any contact attempts from the customer on or around May 21, 2025, using the information associated with the order. All communication through our platform is logged and time-stamped, and we would be happy to conduct a further search if the customer can provide any alternate contact informationsuch as a different phone number, email address, or screenshot of their attempt.
  
  That said, we do sincerely apologize for the confusion and the lack of clarity around rescheduling policies. While its true that ticket resale platforms operate differently than primary sellers like SeatGeek, we acknowledge that our communications can always be improvedparticularly in clearly setting expectations for fans when an event is rescheduled.
  
  Unlike a primary seller, Gametime acts as a secondary marketplace and does not receive automatic refunds from venues or promoters in the case of a reschedule. As such, our policy aligns with standard secondary market practices: when an event is postponed, the tickets remain valid for the new date, and the order is considered final. In cases where fans are unable to attend the new date, resale is often the best available option, and we recognize this may not have been obvious to a fan experiencing a reschedule for the first time.
  
  We truly regret that this experience led to a loss of trust in our platform. The feedback has been shared internally, and we are reviewing how we can better communicate next steps to fans in the event of reschedules moving forward.
  
  Sincerely,

  Gametime

  
  

• Initial Complaint

  Date:05/25/2025

  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.

  Purchased 2 tickets to a baseball game, have contacted support at least 10 times and they cant solve my issue of transferring my tickets. Every time I get a Tickets unavailable message or try again message. Ive tried every method possible they list but nothing works. I asked for a refund but was denied because their policy is within 24 hours. I bought the ticket almost 2 months before the event, now as I try to transfer them two weeks before the event, they dont work. And I cant get a refund.

  

  Business Response

  Date: 05/27/2025

  Hello, 

  We appreciate the opportunity to respond to this concern and are genuinely sorry to hear about the frustration the fan has experienced with transferring their tickets.
  

  From the details shared, it's clear that the fan attempted multiple times to resolve the issue and encountered repeated error messages when trying to access or transfer their tickets. While our support team adheres to our standard policies, we fully understand how distressing it must be to face technical barriers despite following all recommended steps.
  

  At this time, wed like to better understand the nature of the issueparticularly whether it was ultimately resolved or if the tickets remain inaccessible. If the problem persists, we want to assure the fan that our team is here to help. We would appreciate it if the fan could reach out to us once more so we can revisit this case and explore any alternative solutions that may be available.
  

  We remain committed to ensuring our fans can access and use the tickets they purchase through Gametime and sincerely regret any inconvenience this may have caused.

  Best, 

  Gametime

  Customer Answer

  Date: 05/27/2025

  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:05/24/2025

  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.

  Purchased ************** tickets via Gametime at 5:57p for a 7:10p start time. Tickets were never sent to either of the apps I was told I needed to use, Gametime and *** app.Spent close to 1 hour and 20 minutes on the phone with Gametime support while they tried to figure out why I don't have the tickets even though I have the confirmation I paid as well as them taking the money from me.Finally I was told to go to the box office that took an additional 20 minutes because the agent needed to get their supervisor because Gametime never put the tickets in my name.After going from no offer of resolution because I eventually got the tickets, the offer continually changed starting at $20 up to $60, all of which were declined. We did not get into the venue until 1 hour and 18 minutes after start time for a game that lasted 2 ours and ******************************************************************************************************************************* and have our event experience completely ruined.

  

  Business Response

  Date: 05/27/2025

  Hello, 

  We appreciate the opportunity to respond and want to begin by sincerely apologizing for the frustrating experience this fan had on the night of the event.
  

  After reviewing the events of that evening, including the timeline of the ticket delivery issue and the significant delay in gaining entry to the venue, we understand how this situation impacted the fans overall experience. While the tickets were ultimately received, the extensive time spent on the phone with our support team and the additional complications at the box office fall short of the seamless experience we aim to provide.
  

  In light of this, we agree that a refund is warranted and have processed a full refund back to the fans original payment method. Additionally, weve added a Gametime credit to the fans account as a gesture of goodwill, in hopes that we can provide a smoother experience for a future event.
  

  We truly regret that this situation occurred and are grateful the fan brought it to our attention so we could make things right.

  Best, 

  Gametime

  Customer Answer

  Date: 05/27/2025

  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:05/24/2025

  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 a concert ticket through the GameTime app. After hitting purchase, the app froze and never gave me confirmation. I waited several minutes, then called GameTime support. The representative told me the transaction had not gone through and advised me to try again. I followed their instructions and made the purchase a second time. Only after that did I receive email confirmations for both tickets, meaning the first transaction had in fact gone through.I immediately asked the representative to cancel the second ticket, since I only needed one and it was clearly a duplicate caused by their misleading information. He placed me on hold for over 20 minutes and then told me that due to a no cancellation policy, he could not cancel it. I explained that this was not a simple change of mind this was a duplicate created due to their system glitch and employee error.I am now forced to pay for two tickets when I only needed one, and the support I received was dismissive and unhelpful. I am filing this complaint in hopes that GameTime will acknowledge the issue and issue a refund for one of the two identical purchases. I have documentation of all communications and transactions.

  

  Business Response

  Date: 05/24/2025

  Thank you for bringing this matter to our attention.
  
  We sincerely regret the frustration this customer experienced during their attempt to purchase tickets through our app. We understand how important it is for fans to feel confident in their transactions, and we strive to provide accurate and reliable service at every step.
  
  However, we must clarify that we are unable to take further action on this matter at this time. Our records indicate that the customer has filed a chargeback for one of the transactions through their financial institution. Once a chargeback is initiated, the matter is transferred from our system to the financial institution for investigation and resolution.

  
  We encourage the customer to work with their bank to resolve the dispute, and we will continue to cooperate fully with the financial institution's review. Should the chargeback be resolved in our favor, we will re-evaluate the case and any further steps at that time.
  
  We appreciate the opportunity to address this concern and remain committed to ensuring our fans have the best possible experience.

  Sincerely,

  Gametime

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23372938
  
  I am rejecting this response because:
  
  

  Complaint: 23372938
  
  I am rejecting this response because: 
  Response to Gametimes Statement:
  
  Thank you for your response, but I would like to clarify an important error. Your message states that I filed a chargeback through my financial institution. That is incorrect. 
  I financed my ticket purchase using Affirmnot a traditional bank or credit card. The process I followed was Affirms internal dispute resolution, which they themselves instructed me to do after I contacted them.
  I did not initiate a chargeback through a bank. I simply followed Affirms advice when I explained that a duplicate charge had occurred due to a glitch and the guidance I received from your own customer support representative.
  Affirm reviewed the case and said that since your policy doesnt allow refunds, I am responsible for the $1,019even though the second charge only happened because your representative instructed me to retry the transaction. Now, Im caught between two companiesboth claiming I need to speak to the other.
  I am requesting that Gametime offer the same fair resolution that you have provided to other customers in similar situations: a ********************** credit or refund for the duplicate purchase that I never intended to make. AFFIRM is telling me that I am responsible for this purchase never was mention that I conducted a chargeback. It clearly states they are going based on Gametime  policy. Of no refunds. In addition another of Gametime costumer in a similar situation as myself. The duplicate ticket order I was charged for due to a glitch in your app and incorrect guidance from your representative. I recently reviewed public complaints on the BBB site and found a nearly identical situation (Complaint Response dated 05/03/2025). In that case, the customer accidentally placed a second order and Gametime, while citing its final sale policy, made an exception and issued Gametime credit for the mistakenly purchased tickets. I am asking for the same consideration. My duplicate purchase was not a result of negligence, but rather misleading support and technical failure. I informed your representative immediately after realizing the error, just as the customer in that previous case did. To resolve this fairly, Im requesting a credit for the duplicate purchase the same resolution you provided for another customer in nearly identical circumstances. I believe this is a fair, consistent, and reasonable request.
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/27/2025

  To the Better Business Bureau,
  
  Thank you for the opportunity to respond to this complaint.
  
  We would like to clarify a few key details regarding this customers concerns about a duplicate ticket charge and their use of Affirm as a payment method.
  
  First, while the customer states they did not file a chargeback in the traditional sense, Affirm is considered the financial institution for this transaction. The dispute process initiated through ****** functions similarly to a chargeback. Once a dispute is filed, Gametime is required to submit evidence and await a decision from Affirm, during which time we are unable to take further action on the order, including issuing refunds or credits.
  
  Regarding the timeline of events: both ticket purchases in question were completed before 7:00 PM PST on 4/10/2025. The customer did not contact our support team until after 9:00 PM PST that same nightwell after both transactions had been finalized. During the call, the customer confirmed with our agent which ticket purchase they wanted to be assigned to their sister for will call. The customer also confirmed they wished to cancel the more expensive order.
  
  Our agent consulted with internal leadership to see if any exception could be made. Ultimately, the customer was informed that we would need to adhere to our all-sales-final policy, and our representative advised attempting to resell the unwanted ticket.
  
  We understand the customers frustration, especially if their actions were guided by a misunderstanding or technical issue. However, once a dispute is initiated with the payment provider (in this case, Affirm), Gametime is no longer able to intervene in the transaction until that process is fully resolved.
  
  The customer has referenced a previous ******************** case in which a goodwill credit was extended. While we do our best to approach each case fairly, we also evaluate each situation individually based on the facts, timing, and communication involved.
  
  We appreciate the opportunity to clarify our position and remain committed to assisting the customer further once Affirm's dispute process has concluded.
  
  Sincerely,

  Gametime

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23372938
  
  I am rejecting this response because:

   

  Subject: Urgent Clarification Gametime Response Contains Factual Inaccuracies
  
  
  Dear BBB Representative,
  
  
  I am writing in response to Gametimes latest reply to my complaint. Unfortunately, their statement contains inaccurate information that I must urgently correct, as it misrepresents the timeline of my actions and unfairly shifts responsibility.
  
  
  
  
  False Claim from Gametime:
  
  
  
  
  Gametime stated that I did not contact their support team until after 9:00 PM PST on 4/10/2025. This is completely untrue.
  
  
  
  
  The Truth:
  
  I contacted Gametime support within 5 minutes of the first transaction. I called them in the afternoon no later than 1pm, well before 9:00 PM PST. I made this call as soon as the app did not confirm the purchase , and I was trying to fix the issue immediately not hours later as they falsely claimed. Every call is been recorded with time stamps on Gametime phone system I ask that you do the right thing and go back to the first call (recording ) I made to Gametime and which this will prove the correct time and also Gametime representative reviewing my account failing to let me know the first ticket purchase was made successfully and also instructing me to proceed to make the Purchase. 
  
  This misrepresentation is not just misleading its critical to the outcome of this case. They are basing their entire justification on the idea that I waited too long to act, when in fact I reached out right away. 
  
  Supporting Evidence:
  
  I can provide phone logs, by simply contacting my phone company provider. 
  I am also resending the Affirm dispute outcome showing that they ruled in Gametimes favor meaning I have no further recourse through Affirm despite acting promptly and in good faith.
  Ive included a screenshot of another BBB complaint from a customer in a nearly identical situation whom Gametime chose to credit. I am requesting the same courtesy and fairness.
  
  
  What I Am requesting.
  I respectfully ask that Gametime:
  
  Issue a refund for the second (duplicate) purchase or
  Offer a store credit for the unused ticket as they have done for other customers.
  
  
  Thank you for your continued assistance in helping mediate this matter. I hope that my timely efforts, transparency, and documentation speak for themselves.
  
  
  Sincerely,
  ***** Verdinez 

  

  Business Response

  Date: 05/28/2025

  Hello, 

  We appreciate the opportunity to reiterate our position regarding this matter.
  

  After a thorough review of our system records, we do not have any record of contact from the complainant at or around 1:00 PM PST on April 10, 2025. Our support platform logs all incoming interactions, including phone calls, and no contact was made through any channel at that time.
  

  We do have a record of a phone call made at 6:37 PM PST on April 10, 2025. During that call, the fan was advised that a refund would not be warranted based on the details of the case and our policies. This guidance was provided following a review of the transaction and account activity.
  

  We also want to clarify that every order is reviewed on a case-by-case basis. Factors such as the timing of the contact, the status of the order at the time of outreach, and the nature of the issue all influence the outcome of our resolution. No two cases are identical, and we assess each one individually to determine the appropriate course of action.
  

  We understand the fan has expressed disagreement with our findings. However, based on the available data in our system, including communication timestamps and transaction history, we continue to maintain that a refund is not applicable in this case.
  

  Should additional verifiable documentation emerge that shows an earlier contact was successfully made through our support system, we are willing to review it thoroughly. As of now, our position remains unchanged.
  

  Sincerely,
  Gametime

  Customer Answer

  Date: 05/28/2025

  Subject: Rebuttal to Gametimes Response BBB Complaint #********
  From: ***** ********
  Email: ******************************
  
  
  Dear BBB Representative,
  
  
  I am submitting this formal rebuttal to Gametimes most recent response to my complaint.
  
  Gametime has now claimed that I contacted them at 6:37 PM PST on April 10, 2025. This is inconsistent with their initial claim that I called after 9:00 PM PST. While I initially believed my call occurred earlier in the day, my records confirm it took place between 6:35 PM and 6:45 PM PST which was, importantly, immediately following the first transaction. Their shifting timeline raises concerns about the reliability and transparency of their internal documentation.
  
  Misguidance by Gametime Representative
  
  During that initial call, the Gametime representative failed to inform me that the first transaction had gone through. Instead, I was explicitly instructed to put the representative on ************ and attempt the purchase again. Based on this direction and the assumption that the first transaction had not processed I completed a second purchase. That single moment of misguidance directly caused the duplicate charge.
  
  
  I have since spoken to five separate representatives at Gametime, including two supervisors, and received conflicting or unhelpful instructions at each stage:
  
  
  First **** Misinformed me by failing to disclose that the initial transaction was successful, and encouraged me to initiate a second.

  
  Second **** Told me to wait for the transaction to settle, promising I could dispute it afterward guidance I followed.

  
  Third **** Requested documentation proving Gametime would not cancel the second charge. I provided that proof.

  
  Fourth **** Initially indicated my case would be reviewed then later stated no cancellation or refund would be issued.

  
  Fifth Contact: Ultimately informed me that I am responsible for both charges, despite my immediate efforts to resolve the matter.

  and lastly, when my frustration began, Id let a representative know that might have to take legal action and in this recording, he actually advise me to do so, which led me to believe that this is something thats not abnormal and other clients of Gametime have Indeed experienced Similar issues. 
  
  Request for Evidence:
  
  Given the above, I am formally requesting access to the recording of my initial call with Gametime on April 10, 2025. This call is the foundation of the dispute, and I believe the recording will verify that I was directly misled by their employee. If Gametime is confident in its position, there should be no objection to releasing the full recording, or at minimum, a transcript certified by a neutral third party.
  
  
  Furthermore, I ask that Gametime identify which phone number they used to locate the call in question, to ensure the accuracy of their investigation.
  
  
  I have also contacted my mobile provider, who is in the process of mailing me a complete call log to further support my claim.
  
  Gametimes prior and current responses, which contradict one another.
  
  A similar BBB complaint in which another customer was issued a credit highlighting inconsistent policy enforcement.
  
  
  Requested Resolution
  
  I am respectfully requesting a refund or store credit for the second charge, which was made solely due to misinformation provided by Gametimes own staff. I took immediate and appropriate steps to correct the issue, and have provided full documentation to support that.
  
  
  Thank you for your continued attention to this matter. I remain committed to resolving it fairly and transparently.
  
  
  Sincerely,
  ***** ********
  
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair 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.

  Confirmation: **********
  Event: ******* ** ******* *****
  Date: 5/15/2025
  Cost: $1690 for 5 tickets
  
  I purchased 5 tickets on Gametime that did not disclose limited/obstructed view. Upon arriving to the venue, I saw that seats had over an 90% obstruction, so much so that the venue even put large screen TVs on the obstruction to show the performance. Immediately I reached out to Gametime providing pictures showing the heavily obstructed view; Gametime was adamant that these were “clear view” seats and they could do nothing as the venue labeled them as “clear view”.
  
  Obviously, very shocked by this, I did my own research and it turns out that other resellers did mark this section as limited/obstructed view. Furthermore, ************, official ticketing platform, confirmed in writing that these seats were clearly marked and sold as heavily obstructed view. Gametime was provided that documentation.
  
  Gametime did not disclose the limited/ obstructed view at any point. This is a clear manipulation and misrepresentation of the resale tickets; this is false advertising done in a malicious way to make the most profit. Gametime has a responsibility to correctly disclose the ticket type for transparency. They withheld critical information on purpose and then lied and said the venue doesn’t consider the seats obstructed when the venue clearly does.
  
  I need to be refunded for these tickets as I never would have purchased them had Gametime not blatantly lied about the ticket type.

  

  Business Response

  Date: 05/21/2025

  Hello, 

  Thank you for the opportunity to address this complaint.
  

  We understand how upsetting it must have been for this fan to arrive at the ******* concert and find that the view from their seats was significantly obstructed. We take concerns like this seriously and thoroughly investigated the matter with all relevant parties.
  

  After a detailed review, we confirmed that the tickets sold under confirmation number ********** did not include any notation of limited or obstructed view at the time of purchase. The information provided to Gametime by the ticket supplier was based on details received from the event organizers, who did not designate these seats as obstructed or limited view.
  

  While we acknowledge the complainant’s reference to ************’s designation, this appears to be inconsistent across platforms. There was no indication from the event organizer to the supplier or to Gametime that these seats should have been marked as obstructed. As a resale marketplace, Gametime relies on the accuracy of the information provided by suppliers and the venue, and suppliers cannot control any changes or additions—such as large stage structures—that may be placed in front of seating sections from one event to another.
  

  That said, we recognize the impact this had on the fan’s experience and, although a full refund is not warranted based on the original listing details, we have made an exception in this case. As a gesture of goodwill, we have issued a 50% refund to the buyer to help account for the unexpected obstruction and inconvenience. This resolution has been communicated directly to the fan.
  

  We appreciate the feedback and will continue to advocate for transparency and consistency across ticket listings to ensure the best possible experience for all fans who use our platform.

  Best, 

  Gametime

  Customer Answer

  Date: 05/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ************ confirmed that the original buyer, the Gametime seller, was wholly made aware that these seats had a heavily obstructed view. According to ************, these tickets had several exclamation points notating this and there was clear documentation. While Gametime is a third party seller, they are responsible for holding sellers to Gametime’s terms and conditions. Gametime directly profited off the higher ticket sale price of fraudulent, maliciously misrepresented tickets.

  Additionally, I alerted Gametime to the fraudulent, misrepresentation of the tickets once I arrived seats and they gaslit me by continuously stating these were clear view seats, the speakers were “normal”, and refused to help. There was absolutely no view from the seats, so much so that the venue put tvs on the structure next to the speakers. There was no stage view. 

  
  Sincerely,
  
  
  
  Susan M********

  

  Business Response

  Date: 05/22/2025

  Dear BBB,

  We appreciate the opportunity to address this matter.
  
  We understand the fan’s frustration and apologize for the disappointing experience they had at the event. While Gametime is a marketplace that connects fans with ticket sellers, we expect all sellers on our platform to accurately represent the tickets they list in accordance with our terms and conditions.
  
  That said, we take customer concerns seriously. Upon review of this case, we can confirm that the fan has been issued a full refund for their order. We have also communicated directly with the fan via email to confirm the refund and resolve the issue.
  
  We regret that the original experience did not meet expectations and hope that the resolution demonstrates our commitment to making things right for our customers.

  Sincerely,

  Gametime

  Customer Answer

  Date: 05/22/2025

  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,
  
  
  
  Susan M********