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:04/07/2025

  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.

  In March, I purchased tickets for a ************** game on Game Time. The game (on 4/9) was scheduled for 6:40 pm. Three days before the event, I was informed by text message from Game Time that the event time had been changed to 1:10 pm. For this reason, I called Game Time and told them that I could not attend the game, as I work during this time. They informed me that since the event had not been outright canceled (only rescheduled) that there was nothing they could do. I asked what my options were and I was told to "try to resell the tickets" less than 72 hours before the event that was now at a time that very few people would be able to attend. The same day, I received an email from "mailer-********************** telling me that my tickets were eligible to be exchanged for another game. The link in this email took me to ******* where I attempted to exchanged the tickets and was told that because they were purchased through Game Time, that I could not exchange them on the website and was told to contact Game Time for a refund. All i want is a refund for the event I paid for but am now unable to attend due to factors outside of my control. Although a refund would be very much preferred, I would also settle for a site credit or an exchange for an equally-priced future Tiger game. Thank you so much in advance for anything that can be done to help. Note: I will also be filing a similar complaint with the **************.

  

  Business Response

  Date: 04/09/2025

  Hello, 

  Thank you for bringing this matter to our attention.

  Gametime has reviewed the customer's concerns regarding their ticket purchase for the ************** game originally scheduled for April 9. Our policy clearly states that if an event is postponed or rescheduled, tickets remain valid for the new date and time, and therefore do not qualify for refunds or exchanges. This policy aligns with industry standards and is communicated to all customers at the time of purchase.
  

  We acknowledge the customer received communication directly from *** about ticket exchanges. However, as *** indicated, exchanges through the team's official channels typically only apply to tickets purchased directly through the team or venue, not through third-party marketplaces such as Gametime.
  

  Although we empathize with the customer's situation and scheduling conflicts due to the game's rescheduling, Gametime is unable to issue a refund, credit, or exchange. The tickets remained valid for entry at the rescheduled time. Additionally, customers have the ability to resell or transfer their tickets privately if they become ineligible for resale on our platform.
  

  Based on these factors, we respectfully deny the customer's claim.
  

  Best, 

  Gametime

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23171363
  
  I am rejecting this response because:

  The only option provided by the company was for me to attempt to sell my tickets at a significant loss (due to not only the inconvenient new time of the game, but the very small amount of time to sell them).

  As I have already stated, attending the new game time was not an option, and it would have lost me even more money (through missed work) than I already wasted by not purchasing tickets through a reputable dealer.

  I have made many purchases from GameTime in the past and I will not ever be doing so in the future.

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

  

  Business Response

  Date: 04/10/2025

  Hello, 

  We appreciate the customer's additional comments and sincerely apologize for the inconvenience and frustration caused by the event's rescheduling.

  We fully empathize with their situation and regret that the solutions provided did not meet their expectations. However, as outlined in our previous response, our policy regarding rescheduled events remains consistent and was clearly communicated.

  While we understand the customer's disappointment, after careful review, our decision on this matter remains final.

  Best, 

  Gametime

• Initial Complaint

  Date:04/02/2025

  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 ordered 3 tickets from their platform today under the impression that if needed I could resell them. My tickets that I paid for have not been released from the seller and Gametime has no idea when they will be stating it could take up to April 17th which is right before the event and over two weeks away. At no time was it stated that the tickets might take two weeks to arrive. Besides their autos email I have no proof of the transaction. My card was not charged, my tickets have not been electronicically delivered and I have no idea when I'll have them. I contacted them to see of I could have a refund but the *** said I could not. I then asked okay well since we need to sell them due to a conflict they weekend off the event (Easter) we'd need to try and sell them. Well we don't have any tickets to sell. We can't put them on any platforms because they have yet to be released. Additionally, how are we going up still tickets if they won't arrive until April 17th and the event is the 19th. That's not enough time to try and sell tickets. This company advised their process was seamless and being a first time customer it is not like ticketmaster and I feel they are scamming people to be honest. How do you have my card info for payment of tickets that I can't get possession of for maybe two weeks? What if the seller no longer has them and in thinking I have concert tickets when I really don't? I am an avid concert goer and this is not the way things should be going.

  

  Business Response

  Date: 04/02/2025

  Hello, 

  Thank you for bringing this customer's concern to our attention. We deeply regret any confusion or frustration they experienced regarding their recent ticket purchase through Gametime.
  

  Upon reviewing this matter, we can confirm that the customer's card was charged successfully and the ticket transfer was completed within two hours from the time of purchase. Tickets purchased through Gametime can occasionally take additional time to transfer, depending on when the original seller releases them. While this is a common practice within the secondary ticket market, we continually strive to communicate these details clearly during the purchasing process.
  

  We recognize the inconvenience this situation caused, especially regarding the customer's plans to resell the tickets. Although our standard policy does not allow refunds once tickets have been successfully delivered, we encourage the customer to reach out directly if they have additional questions or require further clarification.
  

  We greatly value this feedback and will use it to continue improving our customer experience, especially around communication and expectations.
  

  Thank you again for assisting in addressing this matter.
  

  Best, 

  Gametime

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23148832
  
  I am rejecting this response because: my card was not charged within two hours as the screenshots are dated and show this.  Additionally, I reached out to their support team via phone and requested a supervisor who did not speak with me and stated per the phone **** account he stated he could not help me.  The tickets were not transferred in a timely fashion until I reached out to the BBB.  If you are going to lie about the facts of the case please let me know so that I can consult with my legal team.  Bank transfers and emails are time stamped fyi so saying something happened when it didn't is false information. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/07/2025

  Hello, 

  With respect to the complaint regarding the card not being charged, the buyer paid using a third party payment service. On our end, the charge was completed at the time of purchase which was on April 1, 10:41 am PST. It was completed and transferred to our buyer, according to our records on April 2, 2025 at 12:04 pm PST. As far as Gametime is concerned, Gametime has received the payment for this order and it is now completed. The transfer was completed organically and had nothing to do with the buyer's complaint. 

  Respectfully, we do not feel that we have provided any false or inaccurate information. The buyer's initial complaint was after the purchase was completed, but accordingly at that time the transfer had not been completed. Transfer completion varies from seller to seller and from venue to venue and event to event. This is not something that Gametime has control over. Gametime would step in and back the buyer up in the event that the supplier does not deliver the transfer by the event start time and would then, and only then, offer alternative solutions. 

  In this case, Gametime believes that there is no evidence that supports or warrants a request for a refund. We appreciate the buyer's complaint and sentiment, however, we can not agree that Gametime is providing invalid or false information. 

  We are happy to provide any further evidence as necessary or upon request. 

  Best, 

  Gametime

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23148832
  
  I am rejecting this response because: this company is indeed a 3rd party themselves.  You guys did not make the tickets available until I reached out to the BBB which is my whole point.  If a customer has to do that in order to get what they paid for then what is the point if this is supposed to be a mutual transaction?  Either way this is the first and last time I will conduct business with this company.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/01/2025

  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.

  I purchased 5 tickets from Gametime on 3/22/25 for the ****** vs Guardians game on 3/31/25. Tickets are in Section 320, row 12.A day before the event, Gametime sent me a message letting me know they encountered an issue and are moving us to Section 328, row 12 with limited view. I called them and complained about this and they told me its either I accept it or they can give me a refund. I eventually agreed to taking the tickets at Section 328 and when everything was done, we ended up getting row 25.This is an unacceptable business practice. They sold us tickets that were not even available in the first place. I purchased the tickets planning ahead only to be baited into taking worse seats.

  

  Business Response

  Date: 04/02/2025

  Hello, 

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience our customer experienced with their ****** vs. Guardians tickets on March 31, 2025.

  We completely understand the customer's disappointment regarding the seating changes and acknowledge that this was not the experience they anticipated when making their purchase. At Gametime, we strive to provide seamless and enjoyable experiences, and we clearly fell short in this instance.
  

  As a gesture to demonstrate our sincere regret for this situation, we have increased the customer's ********************** credit by an additional $50, bringing their total credit to $75. We truly hope this helps convey our commitment to addressing this concern and improving their future experiences.
  

  We've taken note of this incident internally and are actively reviewing the circumstances to ensure such occurrences are avoided moving forward.
  

  Thank you for your assistance in resolving this matter.

  Best, 

  Gametime

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23148782
  
  I am rejecting this response because:

  I would like to have it refunded please. I do not want to ever buy tickets from your platform so the Gametime credit is of no use to me.

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

  

  Business Response

  Date: 04/09/2025

  Hello, 

  Thank you for bringing your concerns to our attention. After careful review, we understand that Gametime credit may not align with your preferences. As an accommodation, we have updated your resolution by converting the previously issued credit into a partial refund, which will be returned to your original payment method.
  

  We sincerely regret any inconvenience experienced and appreciate your patience as we worked toward an equitable solution. Our decision regarding this matter is final.

  Best, 

  Gametime

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising 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 03/22/25 I purchased 2 Ticekts to an ***** ****** in ************* on April 12 2025. In total the ticekts cost $320 (so $160 a piece) and about 8 hours later I received a text telling me there was an error with the seller and I could have a refund or credit to purchase different tickets. Upon looking for different tickets similar tickets are now $330 A PIECE. It is clear now that the only error with the seller is that they could make nearly double the money if they dont sell them to me. This is bad business. I have had a similar experience as a seller on a third party ticket sales site and sold tickets and last minute needed them back. In this situation I was charged when I elected not to give up mine for the new tickets that were given to the people who had purchased the tickets I had listed. I was upset but understood that this was just bad timing and it was good business on that companies part to make right with the people who purchased my tickets. After talking with a customer service representative from **********************, I was told the tickets I purchaed today are no longer available and then giving me replacement tickets is not possible as this is not our policy even though I bought the tickets and was charged for the tickets. I laughed at the question of if I wanted a credit, as this will be the last time I do business with Gametime. ************

  

  Business Response

  Date: 03/24/2025

  Hello, 

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience this fan experienced with their ticket purchase for the ***** ****** event in **********, **. We completely understand the fan's disappointment and regret any negative impact this issue has caused.
  

  At Gametime, we rely on third-party suppliers to fulfill ticket inventory. In this specific case, the supplier unfortunately did not transfer the tickets after the order was confirmed. Our policy is always to first attempt to provide comparable replacement tickets; however, after careful review, it appears that no suitable alternatives were available at that time. As a result, we determined that the best and most immediate resolution for the fan was to offer a full refund or a Gametime credit.
  

  We acknowledge that this resolution was not ideal for the fan given the subsequent increase in ticket prices, and we deeply regret the inconvenience caused. We continually strive to improve our supplier management and communication processes to prevent such occurrences.
  

  In this case, we have already communicated with the and issued a full refund for the order. 
  

  Thank you again for your assistance in addressing this issue.
  

  Sincerely,
  

  Gametime

• Initial Complaint

  Date:03/22/2025

  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.

  My name is **** **** I traveled from *********** ********** to ***** ***** for a baseball game. Since it was a sold out event i went on a purchased my tickets because they had some available. After a few hours of waiting for my ticket, I contacted them and it was after hours. However I was chatting with a representative who.assured me that I was going to get my ticket on time so I was going to be able to attend to the game. I also received a message from them assuring me that I was going to attend the game. My ticket never got delivered and it was too late to to switch to another site and purchase one. I am upset and disappointed because I was not able to attend to the game because of Gametime. I would like BBB to help me finding a solution to this issue because it's a terrible experience. I spent money on my air flight, my hotel.*** took some time off worl and for nothing because Gametime United failed to deliver. I hope to hear from BBB soon.

  

  Business Response

  Date: 03/24/2025

  Hello, 

  Thank you for bringing this fan's experience to our attention. First and foremost, we sincerely apologize for the disappointment and inconvenience our fan encountered regarding their ticket purchase for the baseball event in *****. We understand how significant this trip was, involving considerable travel, expense, and time taken from work, and we deeply regret the negative experience.
  

  At Gametime, our goal is always to ensure a seamless ticket-buying experience. Typically, after a purchase is confirmed, our suppliers deliver tickets promptly and reliably. In this fan's case, however, we recognize that we fell short of our commitment, especially given the assurances provided by our customer support team.
  

  We have conducted a thorough review of the fan's order to understand precisely why the tickets were not delivered in time. While technical delays can occur, it is clear that communication and resolution did not meet our standards or the fan's expectations. To rectify this, we have already fully refunded the amount paid for the undelivered tickets. Additionally, given the exceptional circumstances and the impact this experience has had, we will reach out directly to the fan to provide additional compensation in the form of Gametime credit as a gesture of our sincere apology.
  

  We appreciate the fan's patience and the opportunity to improve our processes to prevent similar situations in the future. Gametime remains committed to providing a trustworthy and reliable service for all fans.
  

  Thank you again for facilitating this resolution.
  

  Sincerely,
  

  Gametime

• Initial Complaint

  Date:03/10/2025

  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.

  March 9th 2025 Looked at a sporting event on their site had to fill out all your information in order to move ahead. Didn't want their seats found a better deal and canceled. Never hit BUY PURSHASE anything to buy these tickets. Moved on to another site, I than received a email stating that I had to download their app to get my tickets, tickets that I didn't purchase. We did not use them. Tried to get help immediately with no consideration to what had happen. They were quite rude at not helpful at all. I never gave them permission to charge my card, just because you enter information dose not mean they can charge you.

  

  Business Response

  Date: 03/10/2025

  Hello, 

  Gametime operates as a marketplace where all ticket sales are final upon confirmation of purchase. Our system does not process charges unless the fan explicitly completes the checkout process and confirms the transaction. In this case, the complainant's order was successfully placed, and the tickets were delivered as expected.
  

  To clarify, entering payment and personal information alone does not result in a charge. A user must actively complete the purchase by agreeing to the transaction terms and submitting the order. Our records confirm that this order was processed according to standard procedures, and there is no indication of a system error or unauthorized charge.
  

  Regarding the request for a refund, Gametimes policy clearly states that all sales are final. This policy is in place because our platform facilitates transactions between buyers and third-party sellers, who provide the tickets immediately upon purchase. Since the tickets were valid and delivered correctly, we are unable to offer a refund.
  

  Additionally, we have reviewed the complainants interactions with our customer support team. While we understand the frustration, our agents followed policy in handling the request and provided accurate information about our terms. At no point was the complainant charged without authorization, and their claim of not completing a purchase contradicts the transaction data in our system.
  

  Given these circumstances, no refund will be issued, and Gametime stands by its final sale policy.

  Best, 

  Gametime

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23044337
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 03/11/2025

  I never hit a button to purchase those tickets. I have to give permission for them to charge my account. Filling out your information is not permission until you hit the buy or purchase button. 

  

  Business Response

  Date: 03/13/2025

  Hello, 

  Gametime does not have the ability to authorize or initiate purchases on a fans behalf. A purchase can only be completed if the user actively selects the tickets, proceeds through checkout, and confirms the order. Simply entering payment information does not result in an automatic charge; the user must finalize the transaction.
  

  In this case, the order was successfully placed, and tickets were delivered accordingly. If the user had concerns about an unintended purchase, our support team was available to assist in reviewing the matter. However, since Gametime operates as a live marketplace, all sales are final once confirmed.
  We strive to provide a seamless and transparent purchasing experience, and we appreciate the opportunity to clarify our process in this instance.

  Best, 

  Gametime

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23044337
  
  I am rejecting this response because: I never hit purchase I left the site, never used the tickets and called to remove them immediately. No one would help me. What if someone did this by accident help is what people need not just oh well.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/17/2025

  Hello, 

  Thank you for forwarding the customer's concerns to our attention. We sincerely understand the frustration expressed regarding an unintended or accidental transaction.

  In situations where a purchase appears to have occurred unintentionally or without the customer's confirmation, we advise the best course of action is to contact the financial institution associated with the transaction. Financial institutions have dedicated procedures to handle such disputes promptly and effectively, and are typically able to investigate and resolve claims of unintended charges efficiently.

  Regarding a refund for this order, after reviewing the circumstances thoroughly, we have determined that a refund is not warranted at this time. We apologize for any inconvenience experienced and appreciate the opportunity to clarify this matter.

  Best, 

  Gametime

• Initial Complaint

  Date:03/06/2025

  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.

  purchased seats on Gametime that did not disclose any obstruction -upon arriving to the venue, saw that seats had an 80% obstruction and left after maybe 10 minutes because I could literally see nothing -I reached out to Gametime, customer service was adamant that the venue does not consider this seat obstructed. Obviously very shocked by this, I did my own research and it turns out that the venue 100% does consider this seat obstructed per their official ticketing platform, with an obstruction is clearly stated. Gametime did not an obstruction disclosure. The obstruction is also clearly disclosed on all other reseller ticket sites, such as StubHub, axis and Tikpick.-gametime completely misrepresents the floor plan. It shows this section completely open and do not mention the overhang (again after research, all other platforms do disclose this.) This is a clear manipulation and misrepresentation of the venues seat map.-after I reached out to customer service, I checked available tickets and all tickets within that section varying from Rows 33 to 36 all have the obstruction now called out. This was clearly added after I reached out or there was a mistake and it was missing from my tickets. -this is clearly false advertising. They have a responsibility to correctly disclose the ticket type. They withheld critical information on purpose and then lied and said the venue doesnt consider it obstructed when the venue clearly does. -Gametime has acknowledged other seats, in front of mine and behind mine are considered obstructed but are gaslighting me into saying my row technically isnt when it 100% is. Its not opinion. Per the sphere, it is an obstructed seat. 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: 03/07/2025

  Hello, 

  After further review, we were prepared to approve a one-time exception and issue a refund as a token of goodwill. However, we have identified that there is an active chargeback on this order, meaning the dispute is now being handled by the fans financial institution. Once a chargeback is initiated, the resolution is determined by the bank or card issuer, and Gametime is no longer able to process a refund directly.
  

  We understand the fans frustration regarding the ticket listing and sincerely apologize for any confusion. Our listings are based on information provided by our suppliers, and in this case, it may have been possible that the limited view designation was not included at the time of purchase. While we strive to provide the most accurate seat details, we acknowledge the importance of transparency and continuously work to improve our processes.
  

  At this point, we recommend the fan continue working with their financial institution regarding the chargeback process. We appreciate the opportunity to clarify our role and remain committed to delivering the best possible ticket-buying experience.

  Best, 

  Gametime

• Initial Complaint

  Date:03/04/2025

  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 two tickets to the College Football Playoff National Championship Game in ******* GA that was being played on January 20. The purchase was made on January 9 for ***** dollars. Just hours before the game, I was told my tickets could not be given to me and I would have to accept replacement tickets. I spent around 90 minutes on the phone, emailed, and requested to speak to a supervisor (which they were unable to make happen). The tickets we wound up getting were in a section much further away from the game action. Our original tickets were in section 337 row 15 of *********************, we wound up having to sit in section 302 row 10.While looking at future major sporting events on the ********************* website such as the World Cup, section 302 row 10 tickets are being sold somewhere between 46 and ************************************ section 337 row 15. The bigger games do not even have tickets in 337 available anymore while tickets in section 302 are still available for *********** dad and I were viewing this game as a once-in-a-lifetime opportunity. Our favorite team playing in the national championship at our local stadium. I bought tickets in advance to ensure we could go, my dad made sure to take off work that day, and we had made plans in the city for a pregame dinner (which I had to spend half of on the phone with a support agent). We had already made the trip down to the city by this point this was happening, missing the game altogether was not an option we were willing to take. With only a couple of hours to spare before kickoff, we were forced into a situation where we had to accept a purchase with worse value if we wanted to go to the game. Gametime refused to offer any type of money back along with the inferior seats.

  

  Business Response

  Date: 03/05/2025

  Hello,

  We appreciate the opportunity to address this matter regarding the fans ticket purchase for the College Football Playoff National Championship Game at *********************. We recognize the fans disappointment and regret that their experience did not meet expectations.
  

  The fan originally purchased tickets in Section 337, Row 15. Prior to the event, we encountered an issue fulfilling their original order and immediately worked to secure comparable replacement tickets. Our initial replacement offer was in Section 336, Row 23, which was the closest available option at the time. However, the fan promptly declined this offer, leading to further discussions about alternative seating options.
  

  Throughout this process, we remained committed to finding the best possible resolution. The fan was presented with multiple replacement options based on what was available at the time. While we understand their frustration regarding the final seating location, we must clarify that ticket pricing for different events is controlled by external market factors and is not set by Gametime. Thus, comparing ticket values across various events, including future major sporting events at the same venue, does not provide an accurate representation of the situation.
  

  Additionally, it is important to note that the fan was never required to accept the replacement tickets. We offered the option of a full refund should they have preferred to forgo attendance rather than accept alternative seats. Ultimately, with only hours remaining before kickoff, the fan opted to proceed with a set of replacement tickets rather than miss the game entirely.
  

  While we regret that the fan did not have the experience they originally anticipated, we have reviewed their concerns and, as a gesture of goodwill, have offered a partial refund. This has been communicated directly with the fan via email. Our priority remains assisting fans in attending their chosen events, and we will continue to improve our processes to better serve our customers in the future.
  

  Sincerely,
  

  Gametime

• Initial Complaint

  Date:03/04/2025

  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.

  We purchased rodeo tickets through this company. A member of our party now needs handicapped seating due to an accident. They will not exchange our tickets for wheelchair seating or offer a refund so that we can buy handicap seating through the box office. The event is Friday March 7 at **************. Section 12, Row W, Seats 9-12. The box office does have handicap seating available, if we can get a refund.

  

  Business Response

  Date: 03/05/2025

  Hello, 

  We appreciate the opportunity to address this matter and certainly understand the fans concern regarding accessible seating needs following an unexpected accident. While we sympathize with their situation, we must clarify that Gametime operates as a ticket marketplace and does not hold inventory, which means we are unable to exchange tickets for different seating options, including ADA-accessible seats.
  

  ADA compliance and the availability of accessible seating are managed by the venue itself. Unfortunately, since Gametime does not own or control the ticket inventory, we are unable to facilitate an exchange for wheelchair-accessible seating. While we recognize that the venues box office may have availability, we are unable to offer a refund outside of our policy, as our role is to facilitate the resale of tickets, which are final once purchased.
  

  We truly regret that we are unable to accommodate their request, but we encourage the fan to reach out directly to the venue to explore any options they may offer. Our goal is always to assist fans in attending their chosen events, and we regret that this situation has caused inconvenience.
  

  Sincerely,
  

  Gametime Customer Experience Team

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23018247
  
  I am rejecting this response because:
  The principles under which this organization are clearly not within *** guidelines which requires the person or business providing the service to offer reasonable accommodations.  They made zero attempt at accommodations 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 03/07/2025

  Hello,

  We appreciate the fans concerns and understand their perspective regarding accessibility accommodations. However, Gametime is a ticket marketplace that connects buyers with resellers and does not operate as an event organizer or venue provider. As such, we do not control event logistics, venue policies, or seating arrangements, including *** accommodations.
  

  While we strive to ensure transparency in ticket listings, any specific accommodations must be addressed directly with the venue or event organizers, as they are responsible for providing and managing accessibility services. Gametime remains committed to providing a reliable and seamless ticketing experience but is not in a position to alter or enforce venue policies.
  

  We appreciate the opportunity to clarify our role in this matter.

  Best, 

  Gametime

• Initial Complaint

  Date:03/02/2025

  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.

  On 22Sep2024, I purchased 2 tickets for a concert: "Zayn: Stairway to the Sky" in ** on 02Nov2024 at ******************** from Gametime (3rd party). The concert was rescheduled to 24Jan2025; however, I already had travel plans and was unable to attend the concert on the newly scheduled concert date. The tour communicated that refunds were available if I was unable to make the newly scheduled dates; however, Gametime refused reimbursement stating their policy was that ticket purchases are final. As I believe this is a very deceiving and unjust policy and unfair to consumers in general and I would like to file a complaint. The concert tour itself announced that refunds would be available to anyone who could not make the newly scheduled dates, yet this was not the policy of Gametime, the seller of the tickets. I believe this to be a fraudulent and unjust policy for all consumers.

  

  Business Response

  Date: 03/03/2025

  Hello, 

  Gametime understands the fans perspective and appreciates the opportunity to address this concern. As a secondary marketplace, we operate under standard industry practices where all sales are final. While event organizers may have their own refund policies, secondary marketplaces like Gametime have separate policies and protocols that govern our transactions.
  

  We do offer a unique return policy that allows fans to return eligible tickets for Gametime credit; however, rescheduled events do not qualify under this policy. This approach aligns with industry standards, as tickets remain valid for the new event date.
  

  There is nothing deceptive about our practices, as our policies are in line with how secondary marketplaces typically operate.
  

  We appreciate the opportunity to clarify our policy and will continue to provide fans with clear and fair purchasing terms.

  Best, 

  Gametime