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:09/01/2024

  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.

  Had an unauthorized purchase through their app for a sporting event that I did not purchase tickets for. Called them and they insured it was a legit purchase even though I clarified I did not make this purchase. I never accepted the tickets via their app because I did not make this purchase. They refuse to refund my purchase for an unauthorized/ fraudulent purchase.

  

  Business Response

  Date: 09/03/2024

  Hello,
  
  We appreciate the opportunity to address this concern. Upon reviewing the complaint, we would like to clarify our policy and the circumstances surrounding this issue.
  
  Once a purchase is completed through our platform, it must go through a preauthorization process on the buyer's end. This process confirms that the transaction is authorized and associated with the buyer's account. In this case, it has been determined that the purchase was authorized, meaning it was indeed made from the buyer's account.
  
  As such, this matter appears to be related to the privacy settings and security of the fans account and should be addressed with their financial institution and through a review of their accounts privacy settings. We understand the concerns raised, but this purchase falls under our authorized and completed purchases category. Therefore, it is subject to our 24-hour return policy to be eligible for a return.
  
  Since the purchase was not returned within the specified time frame, we are unable to process a return in this case.
  
  Thank you for your understanding.
  
  Best, 

  Gametime

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22227780
  
  I am rejecting this response because:

  I contacted Gametime within one hour of this unauthorized transaction happening and they declined to further help me in anyway. I never accepted anything pertaining to this purchased and asked them multiple times to please help me with this situation because I was confused on how this transaction was processed, they repeatedly informed me there was nothing I could do that the purchase was authorized, I reportedly informed them that I did not Authorize this transaction but Gametime refused to further assist nor did they inform me of any option of refund. I instantly contacted the BBB, my bank and any and all institute that is connected to this transaction.

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

  

  Business Response

  Date: 09/03/2024

  Hello, 

  We appreciate the opportunity to respond to this complaint and would like to acknowledge the fan's concerns regarding this unauthorized transaction.
  
  First and foremost, we want to affirm that the fan did the right thing by promptly contacting their bank regarding this purchase. Since the purchase passed our authorization protocols, it was determined to be valid on our end. However, we fully understand the fan's frustration and confusion in this situation.
  
  At this point, we are only able to further assist once the bank reaches out to us directly for additional correspondence. We will cooperate fully with the bank's investigation to ensure that this matter is resolved as swiftly as possible.
  
  We apologize for any distress this situation has caused and appreciate the fan's diligence in addressing it. Our goal is to provide a secure and transparent experience for all of our fans, and we are committed to working with the appropriate institutions to bring this matter to a satisfactory resolution.
  
  Best,  
  

  Gametime

• Initial Complaint

  Date:08/29/2024

  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.

  On 5/20/24, I purchased 2 tickets to the ***************************** Concert at *********** for a total of $114. The tickets I purchased were in Section N, Row 1 (pretty good seats according to their posted map). I received the tickets and saved them until the concert. On 6/13/24, my ************ drove over an hour to get to the concert, scanned our tickets to the venue and discovered they were for General Admission. I immediately called Game Time customer service about it, only to find out their map was incorrect and the seats did not even exist. They then told me there was nothing they could do since I already scanned my tickets, to go enjoy the show in ** and they would deal with it later. WHAT!!!The next day, I called, demanding a refund since they were not the tickets that I had purchased. They told me they could only refund half the price since I had scanned them ,and used the tickets. I was furious but agreed to it. They said I should see a $57 refund within 5-7 days. I e-mailed again on 7/3/24 asking where my refund was, and they told me the refund was approved. To date 8/29/24, I still have not seen a refund.I would like a full refund of $114 for these tickets at this point.

  

  Business Response

  Date: 08/30/2024

  Hello,
  
  Thank you for bringing this complaint to our attention. We sincerely apologize for the inconvenience our fan experienced with their tickets to the ***************************** concert on June 13, 2024.
  
  After reviewing the case, we can confirm that the fan was originally informed that their tickets were for Section N, Row 1. Unfortunately, due to an error in the map provided, those seats did not exist, and the tickets were for General Admission. We acknowledge the frustration this caused and appreciate the fans patience.
  
  As the tickets were already used, we issued a 50% refund, which was processed on June 24, 2024. A follow-up receipt verifying the refund was also sent to the fan for their records. We believe this action was in line with our policies, considering the tickets were utilized.
  
  We hope this resolution is satisfactory and that it addresses the concerns raised. If there are any further questions or additional information needed, please do not hesitate to contact us.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22215220
  
  I am rejecting this response because: Due to your error listing fraudulent tickets, I should be getting a full refund. General admission is back behind all the seats and no chairs provided. I would have never purchased GA tickets. GA is way different that the seats we thought we were purchasing.

  You promised me a 50% refund back in July and kept promising that I would see it within 5-7 days. After contacting your company several times, no refund was ever received. I will keep this complaint open until I actually see a refund back to my Venmo account.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/03/2024

  Hello, 
  
  We appreciate the opportunity to address this concern and want to sincerely apologize for the inconvenience this fan has experienced.
  
  After reviewing the case, we found that the partial refund promised in July was indeed processed, but it appears that it did not settle correctly with the bank. To resolve this, we canceled the previous transaction and reprocessed the refund today. The refund should now be visible in the fan's Venmo account, as it has been successfully settled with the bank.
  
  We deeply regret the delay and the frustration this has caused. It was never our intention for the fan to experience such a prolonged issue, and we understand the disappointment this situation has brought. We are committed to ensuring that our fans receive the service they deserve, and we are relieved that this matter should now be resolved.
  
  Thank you for allowing us to address this, and we hope this resolution meets the fan's expectations.
  
  Best, 

  Gametime

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22215220
  
  I am rejecting this response because: I still have not seen any refund. I request this case to remain open until the refund is received.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/05/2024

  Hello,

  We appreciate the opportunity to address the concerns raised by our fan. We understand their frustration regarding the status of the partial refund, and we want to clarify that the refund has been fully processed on our end. 
  
  For transparency, we have attached a copy of the receipt that confirms the transaction. We encourage the fan to reach out to their bank to verify the receipt of the funds. At this time, there is nothing further required from our side regarding the partial refund.
  
  We remain committed to providing excellent service and are available to assist with any additional concerns the fan may have.
  
  Thank you for your continued partnership.

  Best, 

  Gametime

  Customer Answer

  Date: 09/05/2024

  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 have finally received the partial refund, although I still feel like a full refund should have been given due to the invalid listing of the tickets and I will be leaving negative reviews on social sites to make other consumers aware of this.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising 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.

  I purchased tickets on Sunday for a football game this Thursday. Being aware that sellers list tickets on various websites, I verified that the seats I purchased were available on every other ticket exchange I am aware of. The tickets were available on several other sites, but were listed for the lowest price on Gametime after using a promo code. I went through with the purchase and, almost immediately, went to check the other sites to verify they would be removed. I verified that the tickets were no available elsewhere. After purchasing, I received a text message stating I would receive my tickets by 8/27. Over the next couple of days, I checked my email and had not received the tickets so I decided to reach out. I was informed that the purchase was unsuccessful due to an issue with the seller. I could not get any further information out of customer service about the reason for the cancellation. After complaining that 1) they had not proactively informed me of the issue, 2) ticket prices had nearly doubled since I purchased them, and 3) I would have to wait 7-10 days for a refund, I was given a measly 10% credit. I told the customer service *** that I wasnt satisfied with the offer as that 10% would not even cover the cost I would have to fork out to purchase a comparable ticket now that prices had increased. They said that was all that they could do. I requested to speak with a supervisor. I spoke with **** and he also informed me he couldnt offer more than the 10% and refused to escalate me to, or provide contact information for, his manager. I do not understand how this company can only offer a 10% credit when they did not inform me of the issue with the order. I firmly believe that, had I not reached out, I would not have heard about the unsuccessful order until I was on my way to the game on Thursday without tickets. Coming on here to see other people getting 30% reimbursements when I was told 10% was all **** could do is infuriating. Fix this, Gametime.

  

  Business Response

  Date: 08/28/2024

  Hello, 

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused. We understand the disappointment of not receiving the tickets as expected and the subsequent challenges that were faced.

  At Gametime, we strive to provide our fans with the best possible experience, and it is clear that we fell short in this instance. We acknowledge that our communication regarding the issue with this order was not handled properly, and for that, we are truly sorry.
  
  To address this concerns, we have taken the following actions:
  
  1. **Refund:** We have processed a full refund of the purchase, which should be reflected in the fan's account within 5-7 business days.
    
  2. **Gametime Credit:** In recognition of the inconvenience and the increase in ticket prices since the original purchase, we are increasing the credit to 50% of the original ticket price. This credit will be applied to the fan's Gametime account and can be used on any future purchase.

  We have expressed this resolution to the fan via email. We appreciate the feedback as it helps us improve our service.

  Thank you for your understanding and for giving us the chance to make this right.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/28/2024

  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:08/23/2024

  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.

  Purchased 5 football game tickets to Tampa bay vs Miami for 8/23/04. My son being a Miami fan we flew from ** to take him to a game. Arriving to stadium 3 of 5 tickets were accepted with two being denied. Stadium staff sent us to the stadium ticket booth. Upon investigation by Tampa bay ticket booth staff they replied to us that the tickets were bad from Gametime.com. We were not allowed entry to the stadium. We are so far out $610 thru Gametime.com and $43 for stadium parking. Gametime was notified immediately after the stadium denied us entry via a phone call. An email was replied to the company fulfilling a questioner request from the company. Waiting on a 14 day investigation from gametime. Requesting refund for tickets purchased to the game that were not valid per Tampa bay staff.

  

  Business Response

  Date: 08/26/2024

  Hello
  
  We sincerely appreciate the opportunity to address this complaint and apologize for the unfortunate experience described by the fan.
  
  We fully understand the frustration and disappointment that comes with traveling such a distance for a special event, only to encounter issues with the tickets. Please be assured that we are actively investigating this matter to determine the cause of the ticket issues. We have already communicated with the fan via email to inform them of our investigation and will continue to provide updates as we work toward a resolution.
  
  Our goal is to ensure that the fan receives a fair and satisfactory outcome, and we will do everything in our power to rectify the situation as quickly as possible.
  
  Thank you for your understanding and assistance.
  
  Best, 

  Gametime

• Initial Complaint

  Date:08/17/2024

  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.

  Purchased seats and did not receive, they promised delivery and then they promised a date one day before event and then they come back saying they cant guarantee even day of event, fraudulent company, I want full refund and 5 hours of my time compensation.

  

  Business Response

  Date: 08/20/2024

  Hello
  
  We appreciate the opportunity to address the concerns raised by our fan. We take all complaints seriously and strive to provide the best service possible.
  
  After reviewing the situation, we confirm that the transfer of the purchased seats was successfully completed today, 08/20/2024, at 6:00 AM PST. The fan has received the tickets as promised.
  
  We sincerely apologize for any confusion or inconvenience caused by the delay in ticket delivery. Our goal is to ensure that all fans receive their tickets in a timely manner, and while unforeseen circumstances occasionally cause delays, we understand the frustration this can cause, especially when plans are time-sensitive.
  
  Regarding the request for a full refund and compensation for time spent, we acknowledge the fan's frustration but must note that the tickets have now been delivered. As per our policy, we are unable to issue a refund once the tickets are successfully transferred.
  
  We hope this resolution is satisfactory and again apologize for any inconvenience this situation has caused. Please do not hesitate to reach out if there are any further questions or concerns.
  
  Thank you for your understanding and for giving us the opportunity to resolve this matter.
  
  Best,

  Gametime

  Customer Answer

  Date: 08/21/2024

  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 will never use them again.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2024

  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 am active duty military and due to military orders that I was just informed about, I will not be able to attend an event I had bought tickets for, less than 5 hours ago. Realizing this, I immediately reached out to Game time and explained that I legally cannot go to the event due to military orders. I also explained I would be unable to use a game time credit, and that I need a full cash refund. They told me, well thats unfortunate.

  

  Business Response

  Date: 08/19/2024

  Hello, 

  We sincerely appreciate the service and sacrifice of our military personnel and regret any inconvenience the fan has experienced due to unexpected military orders. We understand the challenging circumstances that can arise from sudden changes in duty.

  However, as a ticketing marketplace, our policy states that all sales are final. This policy is in place to ensure the integrity and fairness of transactions for all parties involved. Due to this policy, we are unable to provide a cash refund.

  We recognize the fan's situation and understand that the inability to attend the event is due to circumstances beyond their control. While we are sympathetic, we must adhere to our return policy, and as such, a refund is not warranted.

  We hope that the fan can understand our position, and we remain available to assist with any further questions or concerns.

  Best, 

  Gametime. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22154825
  
  I am rejecting this response because:
  
  I have not even received the tickets for the event that I am unable to attend due to military orders. They are talking about the fairness of their policy, when it is clear they do not care about the customer who will be unable to attend an event due to orders from the United **************** but they want to still pay for the event. They told me that I can resell the tickets to try and get my money back, but that is hard when I have not been told when I am even supposed to receive the tickets. I find it hard to believe that this company is unable to refund me due to military orders, but they can refund people if they buy fake tickets. For me to go to this event, I would have to ignore military orders. But they consider someone that bought fake tickets more important. 

  

  Business Response

  Date: 08/20/2024

  Hello,
  
  We deeply appreciate the service and sacrifices made by members of the United **************** and we sincerely regret the frustration and inconvenience our fan has experienced due to their inability to attend the event because of military orders.
  
  We want to clarify that our policies are designed to ensure fairness and consistency for all fans. While we understand that this situation is particularly challenging, our refund policy is applied uniformly to all cases to maintain this fairness. Unfortunately, this means we are unable to issue a refund for tickets that have already been purchased, regardless of the circumstances, including military orders.
  
  We did suggest the option to resell the tickets, which can sometimes be a viable way to recover costs. We understand that the timing of ticket delivery adds difficulty to this process, and we apologize for any additional stress this may have caused. While we aim to deliver tickets as promptly as possible, some delays are outside of our control.
  
  Regarding the comparison to refunds issued for fake tickets, we want to clarify that these instances are treated differently as they involve cases where fans have been defrauded by third parties, which is distinct from the circumstances of this complaint.
  
  We truly regret that we are unable to offer the resolution desired, but please know that we value our fans' loyalty and service, and we hope for understanding that our policies are in place to ensure consistent and equitable treatment for all.
  
  If there are any further questions or if we can assist in any other way, please do not hesitate to reach out.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22154825
  
  I am rejecting this response because:
  
  So I have to accept that things are out of your control, me actually getting the tickets from your company. Though something that is out of my control, military orders, you will not accept that as a valid reason to refund? 
  

  Your only response is for me to hope that I get the tickets in time to resell them, or for me to pay you hundreds of dollars for a game I will not be able to attend. So give you money and receive nothing in return? 

  

  Business Response

  Date: 08/21/2024

  Hello,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by this fan regarding their recent ticket purchase.
  
  In the ticketing industry, it is standard practice that once a purchase is confirmed, it falls under an "all sales final" policy. This policy is in place to maintain the integrity of ticket transactions, as the value of tickets can vary significantly depending on the event date and demand.
  
  Regarding the issue of delayed ticket transfers, it is important to note that such delays can occur due to several factors, including the event organizer's release schedule and the processing times required by third-party systems. While we strive to ensure timely delivery, there are instances where these delays are beyond our control.
  
  As for the request for a refund, our policy requires that specific criteria be met for a purchase to be eligible for return. In this particular case, the order is no longer eligible for a refund as it does not meet the established criteria, such as an event cancellation. We understand that military orders are beyond the fans control, but unfortunately, our current policy does not allow for refunds in these situations once the purchase has been completed.
  
  We acknowledge the frustration this situation may cause, especially given the fans circumstances. However, our options are limited to suggesting that the fan resell the tickets or bear the cost, as we must adhere to our policies to ensure fairness and consistency across all transactions.
  
  We apologize for any inconvenience this may have caused and appreciate the fans understanding that we operate within the constraints of these policies.
  
  Best, 

  Gametime

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22154825
  
  I am rejecting this response because:
  
  It is clear Gametime is a company that does not truly care about customers. I have to accept that things are out of their control, negatively impacting me. But, they do not care that things are out of my control causing me to be unable to attend the event, as long as they get their money. They have not given any effort, and I find it confusing that they are ok with giving a credit, and then reselling a ticket, but they are saying that they cannot give a refund and resell the tickets. 

• 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