ComplaintsforOntario Pro Soccer, LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Season Tickets to the Inland Empire Strykers, known as Ontario Pro Soccer, LLC. This was for 2 reserved seats to 13 home games at the *********** in Ontario, **********. I made 3 payments for these season tickets. $77.50 on 9/26, $77.50 on 10/17 and $145.00 on 12/5. I was mailed parking passes but never received tickets to the games. I attempted to get my tickets for an entire week by stopping my their office with no success. I then ask for a refund for my season seats and to this day I have had no refund and no tickets. now that I have missed multiple games and the treatment I have gone through I am wanting my refund. I have attached the email to the owner of the company and also the timeline of my attempts to get my tickets. I have been told there are no refunds, even though I also have no tickets and have missed games. I only want a refund for the money I am out $300.00.

  Customer response

  01/15/2024

  I was not given a contract to sign or any receipts, for the 2 Season Set tickets I was purchasing. These costs $ ****** for 2 season seats to 13 home games.  I have attached the first payment I made on 9/26/2023 of $ *****, 2nd payment I made on 10/17/2023 for $ ***** and the 3rd Payment I made which paid this off in full of $ ****** on 12/5/2023. Still to this day I have not received my Season seat tickets after emailing, texting, calling and stopping by the corporate office. I ask for a refund after 2 of the games had already passed and I have been refused a refund and never given tickets, now 6 games have passed. I only want a refund of the money I spent of $ ****** shown above for the season seat tickets I never got. Thank You, ********************;

  Business response

  02/06/2024

  To whom it may concern,
  
   
  
  Thank you for the opportunity to address the concerns raised by ************************************************** regarding her purchase of a season ticket package with Ontario Pro Soccer, LLC dba Empire Strykers.  We take all customer feedback seriously and strive to ensure a positive experience for our patrons.
  
   
  
  *********************************** purchased two reserved seats for each of the twelve (12) home games played by the Empire Strykers at the ************ throughout the 2023-2024 Major Arena Soccer League season (**** Season), in consideration for three installment payments of $100.00 each.  As part of this and every other ticket purchase agreement that our organization enters into with customers, a no refund policy is clearly set forth and communicated in conjunction with said transactions.    
  
   
  
  In the days leading up to the date in which the opening home game of the **** Season was scheduled to take place at ************, the printer in our office malfunctioned and consequently it was objectively impossible to provide the physical tickets to *********************************** within the time frame she demanded.  As such, we timely communicated with *********************************** about this issue and assured her that the tickets would be available for pickup at ************* office at ************ on the day of the first game.
  
   
  
  Regrettably, ************************************************** did not collect her tickets as advised, despite our proactive efforts to accommodate her at the venue.  Moreover, in a further attempt to mitigate any inconvenience caused by our inability to print her tickets, as well as those purchased by all of our other customers, in the days leading up to the opening game, we offered to provide *********************************** with four (4) additional complimentary tickets for her friends and family, as well as access to the *** experiences offered at the venue throughout the remainder of the 2023-2024 **** Season.  Nevertheless, she declined and adamantly maintained her request for a refund.
  
   
  
  We would like to emphasize that our no-refund policy aligns with industry standards, and it is expressly communicated to our patrons during the ticket purchase process.  Nevertheless, in an ******* attempt to address ********************-Stantons concerns, we remained open and amenable to alternative solutions that not only satisfied our performance obligations pursuant to the above-referenced ticket purchase agreement, but cured any losses caused by ***************************** unreasonable demand that we perform prior to the time contemplated and agreed upon by said agreement.
  
   
  
  We understand the importance of customer satisfaction and relative to *********************************** specifically, we actively engaged all of the processes and options necessary to rectify the situation that is the subject of her complaint.  With that said, please let us know if there are any additional details or questions you would like us to address as part of our Response to this Complaint.  
  
   
  
  Thank you for your time and consideration.

  Customer response

  02/06/2024

   I am rejecting this response because:
  
  I never signed nor seen anything that said "no Refunds" please ask them for something I signed saying This please. I was verbally told by ***** their Employee that I would have my tickets prior to opening game and never any discussion about a "No Refund Policy" no paperwork ever signed. 

   

  As the merchant stated on the first game 12/18, their ticket machine was broken unbeknownst to me, I had stopped by their corporate office every day that week and was promised somebody would bring me tickets to my house or place of work and **** took down both addresses. Each day this never happened (Monday-Thursday) finally on opening game night (Friday 12/18) an hour before game time I texted **** that I wanted a full refund since a week had gone by and nobody brought me tickets nor called me, text, me, zero Communication than me stopping in daily to try to get my tickets and it was literality game night and I had no tickets. 

  **** immediately called me and told me there was a miscommunication and my tickets were at the corporate office on the counter, but nobody was there to give them to me, since everyone was getting ready for the game. NEVER EVER was I told by **** to go to Will Cal to get tickets for opening night game! 

  After all of this they are correct, I no longer had Any trust in this organization and have requested a refund multiple time. I was also told by ******* in text that they would be mailing the remaining tickets to my house on 12/29, although I insisted on my refund; to this day today, I have NEVER received any tickets by mail, **** Fed, Etc. I have this text from ******* dated 12/29 at 12:41 pm

   

  I am still requesting my $300.00 be refunded to me. I have never had a ticket in my hand, never been told to go to will call and never was mailed tickets. 

   

  Thank You, 

   

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