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:02/11/2025

  Type:Order 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.

  Transaction was accidentally purchased on 2/10. The website and company are a sham and are part of the egregious problem we have with fees in this country. It is actually worse than any other ticket service. I thought I was buying 5 $38 tickets. I look at my credit card and I was charged $57 dollars per ticket. I reached out to the company in less than 5 minutes asking them to cancel the transaction. They said they couldnt. I then asked if they could refund the fees and they said no. What kind of business is this? They take advantage of consumers on a confusing website and charge disgusting fees. This shouldnt be legal. PLEASE AVOID THIS COMPANY.

  

  Business Response

  Date: 02/12/2025

  Hello, 

  We appreciate the opportunity to address this complaint. Gametime is committed to providing a transparent purchasing experience, and we offer features to help fans understand the total cost of their tickets before completing a purchase.
  

  Gametime provides an All-In Pricing feature, which, when enabled, displays the full cost of each ticketincluding taxes and feesbefore checkout. Additionally, at the checkout screen, the total purchase price is clearly presented before the transaction is completed, ensuring fans have full visibility into the final cost prior to confirming their order.
  

  Regarding the request to cancel the purchase, Gametime operates as a live marketplace where all sales are final. However, we do offer a 24-hour return policy for orders that meet specific eligibility criteria. This policy allows for returns in exchange for Gametime credit only, provided the request is submitted within 24 hours of purchase and the event is still more than 24 hours away. Unfortunately, as indicated in our response to the fan, a refund was not available under these terms.
  

  We regret any frustration this experience may have caused, and we appreciate the opportunity to clarify our policies. Gametime remains committed to providing a seamless ticket-buying experience with clear pricing and policies in place.
  

  Sincerely,
  

  Gametime

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22929696
  
  I am rejecting this response because:

  This is not a fair resolution because the company offered no resolution.  This business is what is wrong with the ticketing industry in the ** which is why Im also going to be sharing all of this detail with my state representative. This business is unethical and misleading.  The ticket specifically said $38 per ticket and when I paid I got hit with a $57 charge per ticket.  Fees are about 50% of the ticket cost.. how does that make sense?  It was not explicit at all.  *** offered two fair resolutions and the company has not been reasonable.  Please just do the right thing and either cancel the transaction or refund the egregious fees.  This company would rather be reported to the BBB and government than just do the right thing and refund the misleading fees that they charge. 

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

  

  Business Response

  Date: 02/13/2025

  Hello, 

  Gametime is confident in our pricing practices and maintains transparency throughout the checkout process. Fees are clearly displayed on the checkout screen before a fan completes their purchase. Additionally, we offer an All-In Pricing feature that, when enabled, ensures fans see the full price upfront. We do not engage in any form of deception, as all charges are disclosed before payment is submitted.
  

  That said, while we stand by our practices, we are making a one-time exception in this case and have partially refunded the amount of fees paid for this order as a courtesy. This is not our standard policy, and we want to emphasize that our fees are not something we directly setthey are determined by our suppliers and fluctuate based on various factors.
  

  Furthermore, we encourage fans to take advantage of our Price Match Guarantee, which allows them to receive credit if they find the same tickets available at a lower price elsewhere within a certain timeframe. This feature is in place to ensure competitive pricing and a fair purchasing experience.
  

  We believe this resolution is more than reasonable and appreciate the opportunity to clarify our policies.
  

  Best,
  

  Gametime

• Initial Complaint

  Date:02/09/2025

  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 2 tickets on Gametime for ***** ***** on 5/31 in ******* NC at Coastal Credit. I got a really good price which is why I purchased there. An hour later the price went up to $30/ticket ($50/person after fees) for the same general admission lawn tickets when my other friends were looking to get some as well. I received a text today saying that the 2 tickets I purchased are unavailable yet they continue to be sold at $30 and have lawn tickets available on Gametime and all the other ticket websites, just at a higher price. so they arent unavailable, Gametime and the seller just arent honoring the tickets. I shouldnt be penalized for having found a cheaper price, and if it was a website error they should have to honor that like airlines do. Ive been offered a full refund or Gametime credit back with only $1 attached as incentive. Neither of these options will allow me to get the tickets again elsewhere, or tickets to any other event with the credit allotment.

  

  Business Response

  Date: 02/10/2025

  Hello, 

  We appreciate the opportunity to address this concern. Gametime operates as a marketplace, and ticket prices are set by individual suppliers, not by Gametime.

  Because prices fluctuate based on supply and demand, they can change at any time, even after a purchase has been made.
  

  In this case, the fans original order was unfortunately unavailable, and while we provided the standard option of a full refund or a small credit incentive, we have since returned a total of $35 in Gametime credit as an exception. We have communicated this resolution with the fan via email.
  

  We understand the frustration in situations like this and appreciate the fans feedback. If they need any further assistance, we are happy to help.
  

  Best,
  

  Gametime

• Initial Complaint

  Date:02/08/2025

  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 December 24, 2025, I purchased tickets through Gametime for Texans Game at *********** for a total of $800. I received an email confirming the ticket transfer, but despite waiting over 7 hours, the tickets never appeared in my Ticketmaster account. The message continuously displayed Your tickets arent quite ready yet.I attempted multiple troubleshooting steps, including redownloading the Ticketmaster app and toggling Wi-Fi, but nothing worked. Since it was Christmas Day, Ticketmasters phone support and chat were unavailable, leaving me with no way to resolve the issue directly.I then contacted Gametime customer support, but they provided no meaningful assistance. Instead of helping, they sent me a blank link that did not resolve the problem. When I mentioned my suspicion that the tickets might be fraudulent, the agent abruptly stopped responding, leaving me without further support.I was left standing outside the stadium for 90 minutes, desperately trying to resolve the issue. In the end, I had no choice but to purchase new tickets through Ticketmaster just 3 minutes before kickoff, spending an additional $800 to attend the event.

  

  Business Response

  Date: 02/10/2025

  Hello, 

  After further review of this matter, we have approved a full refund for the fans purchase, along with additional Gametime credit for the inconvenience they experienced.
  

  We sincerely regret the trouble they encountered with accessing their tickets. While ticket transfers typically process smoothly, we understand that technical issues can arise, and we apologize for any frustration this situation caused. Our goal is always to provide a seamless experience, and we appreciate the fan bringing this to our attention.
  

  We have processed the refund and issued the Gametime credit, and we encourage the fan to check their account for confirmation. If any further assistance is needed, we are happy to help.
  

  Best,
  

  Gametime

• Initial Complaint

  Date:02/06/2025

  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.

  Someone had my credit card number, name, address and email address. I am sure the information was made available by some breach we haven't heard about yet. However, they used my card to purchase tickets from ******* (different state) for a concert in *******, ******* (completely different state). The tickets were delivered to the arena in *******. They set up an account in my name with Gametime. However, the only email I received from Gametime was a Welcome to Gametime email. I receive literally hundreds of emails, including scam emails each day. I trashed the Welcome to Gametime email, but still have it. I did not confirm anything with them, especially not a purchase. Gametime allows fraudulent purchases and denies they are fraudulent using fake security procedures. I haven't bought concert tickets in nearly a decade. I do not live, nor have I visited ******* or ******* in many, many years. I did not purchase the tickets and Gametime is insisting I did and providing very little proof other than an email was sent to me, which did not include any purchase information or acknowledgment of a purchase. The information they provided to my credit card company shows an IP address used in ******* and an Android cell phone. I am in ***** and I have an iPhone. If they would truly check the information, I would not be having this issue. Plus they are unable to truly validate the purchase was made by me. However, I am still being charged now by my credit card company.

  

  Business Response

  Date: 02/07/2025

  Hello,

  Gametime takes fraud concerns seriously and thoroughly investigates reports to ensure a fair resolution. After reviewing this case, we have determined that this was indeed a fraudulent transaction. As a result, we have issued a full refund to our fan and have communicated this resolution directly with them.
  

  Gametime has security measures in place to prevent unauthorized purchases; however, in situations where fraud is confirmed, we take immediate action to protect affected individuals. We appreciate the opportunity to address this matter and ensure a proper resolution.
  

  Thank you for your time and consideration.
  

  Sincerely,

  
  Gametime

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22907670
  
  I am rejecting this response because:

  Gametime is claiming that they have refunded the money and they have not. In fact, my credit card had the charge added back on once again, this morning.  In addition, I have had no contact whatsoever with Gametime. Saying that they have contacted me is a boldfaced lie. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/10/2025

  Hello, 

  We appreciate the opportunity to address this concern. We want to assure the BBB and the fan that the refund for this order has been processed successfully. For reference, we have attached the refund receipt to confirm this.
  

  In some cases, banks may omit the original purchase transaction and instead reissue the refund alongside the purchase charge, which can cause confusion when reviewing account statements. Additionally, the timing and order in which these transactions appear on an account can vary depending on the bank's processing procedures.
  

  We encourage the fan to check with their bank to verify that the refund has been received. If they continue to experience issues locating the refund, we recommend reaching out to their financial institution for further clarification.
  

  We regret any frustration this may have caused and appreciate the fans patience while this is resolved.
  

  Best,
  

  Gametime

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for the ***** **** Concert on May 21st. I have several issues:1. I had all-in pricing turned on. I work in a very fast paced medical setting and bought tickets between patients. The tickets I selected were listed for $421 but after check my emailed receipt they ended up being $570 each after an additional $150 in fees per ticket was added.2. The same tickets are now available direct through Ticketmaster for $295 each.3. I contacted support within 6hrs of purchase, requesting a cancellation of the order and a refund given the above concerns and cheaper prices found elsewhere. I was told my only option was a gametime credit. I do not want a $3400 game time credit that will expire in 2 years. I was also given the suggestion from support to just resell the tickets purchased. According to both an email received after purchase and info from support I may not receive the tickets until 2 days prior to the event leaving very little time to resell.

  

  Business Response

  Date: 01/31/2025

  Hello, 

  We appreciate the opportunity to address this matter and understand the fans concerns regarding ticket pricing and our return policy.
  

  Gametime does not change ticket costs after checkout. If the fan had the All-In Pricing feature enabled, the price displayed would have reflected the total cost per ticket, including all fees. However, ticket prices fluctuate based on market demand, and if the fan initially saw a different price but waited a significant amount of time before completing the purchase (such as between work shifts or on a break), the price may have updated. Regardless, the checkout screen always displays the final total before completing the purchase.
  

  Regarding the return request, a refund is not warranted in this case. Gametimes 24-hour return policy allows for a return to Gametime credit only, which is a unique policy in the ticketing industry, as most resale marketplaces consider all sales final. This policy was communicated at the time of purchase, and while we understand the fans preference for a refund, our policy does not allow for it. Additionally, as a marketplace, Gametime does not control future pricing, and prices can vary based on supply and demand.
  

  We regret any frustration this experience has caused and remain available should the fan need further assistance.
  

  Best, 

  Gametime

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22876033
  
  I am rejecting this response because: The BBB has a different policy listed on the businesses account. I did select all-in pricing when viewing tickets, when changing between dates and ticket amounts I have noticed it often deselects which can be very deceiving and misleading. Adding $150 in fees per ticket is absolutely ridiculous in any case. I am very disappointed in the customer service and policies in place within the company.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/04/2025

  Hello, 

  We appreciate the opportunity to address this concern. We understand the fans frustration and regret that they found our pricing structure unclear. However, we want to clarify that our platform does not remove the All-In Pricing setting when fans switch between event dates or ticket quantities. Once selected, this preference remains in place unless manually adjusted by the fan.

  Gametime is committed to transparency, and our fees are always disclosed before a purchase is confirmed. The pricing displayed at checkout includes all applicable fees, ensuring fans have full visibility before proceeding with their purchase. Additionally, our policies, including those regarding pricing and fees, are consistent across all platforms where they are publicly listed.
  

  While we regret that this fan was dissatisfied with their experience, we do not find grounds to offer compensation in this case. We remain committed to providing a seamless and transparent ticket-buying experience and appreciate the opportunity to clarify our process.

  Best, 

  Gametime

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 8 tickets to a four tet concert at the Forum on 2/22/25. I did not want to buy 8 tickets but that was what was selected when I clicked the tickets. So I need to sell some of the tickets that I cannot use. Gametime will not transfer me the tickets. They won't allow me to sell any of the tickets. They never told me the tickets would not be delivered until 2/21/25 until I had already paid. They just suggest that I sell the tickets on another resell site. But when I point out that I cannot sell them because if Gametime doesn't provide the tickets that I purchased from them I will get charged. They won't answer there ******* dm's. They ignore me on the chat on the website. I have shown them that the tickets are available to transfer and they ignore that.

  

  Business Response

  Date: 01/30/2025

  Hello, 
  

  We appreciate the opportunity to address this matter and sincerely regret any frustration the fan experienced while trying to reach us. It appears that our chat bot system was not properly pushing their contacts through, which unfortunately led to delays in our response. However, we were eventually able to communicate with the fan directly and ensure that their concerns were addressed.
  

  We understand how important it is for fans to have clarity on ticket delivery and resale options. While ticket availability and transferability are subject to the policies of the original ticket provider, we always strive to provide clear information upfront. We regret any misunderstanding regarding the ticket delivery timeline and have since worked with the fan to resolve their concerns.
  

  We are standing by for any further support should the fan need additional assistance.
  

  Please let us know if any additional information is needed.
  

  Best, 

  Gametime

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 5 tickets for $365 from Gametime in December 5th for the LA clippers vs the ***************** on January 11th. The seller tried sending me a transfer link and I tried accepting the tickets but it failed. I immediately contacted Gametime and they told me to send screenshots, try other devices which I did with no success. I even contacted Ticketmaster and they told me Gametime should have the seller retransfer and fix the issue since they are the seller. I went back to Gametime and asked then to do so and they said the seller cant retransfer. I requested Gametime to escalate the issue and a manger told me to visit the venue box office to get help. The venue is 1 hour and 30 minutes from my home. I visited the venue box office while attending another game last night but the box office told me Gametime is responsible and they cant see my tickets. I followed all the steps Gametime told me and even went to the venue box office and I was told that only Gametime can fix this issue. I have opened more than 10 support requests with Gametime and it is the same steps of sending screen shots, verifying my email. The game has been rescheduled for March 16 because of the LA wild fires. What more can I do? I purchased other tickets in the past and even yesterday with no issues. I went to the venue box office and they cant assist. I am requesting a full refund from Gametime and they wont issue one. I have no tickets which I paid for and the venue box office cant assist. Gametime has a customer guarantee and highlights their customer satisfaction policy. They need stand behind those policies. This has caused me so much stress I am mentally exhausted chasing down a resolution.

  

  Business Response

  Date: 01/27/2025

  Hello, 

  Thank you for bringing this matter to our attention. We appreciate the opportunity to provide clarity on the situation and outline the steps we are taking to address it.
  

  We acknowledge the customer's concerns regarding the transfer of tickets for the LA Clippers vs. ***************** game, originally scheduled for January 11th and now rescheduled to March 16th due to the LA wildfires. Gametimes policy for rescheduled events states that the original tickets remain valid for the new date. Since the event has not been canceled, it does not meet the criteria for a refund under our terms.
  

  Regarding the ticket transfer issue, we are actively working to identify the root cause of the failure. Our team is collaborating with the ticket supplier to confirm the status of the tickets and ensure they are properly transferred to the customer. If it is determined that there was an issue on Gametimes or our suppliers side that prevented the transfer, we will take the necessary steps to resolve the matter, including reissuing the tickets or exploring other appropriate resolutions.
  

  We regret the inconvenience and stress this situation has caused the customer and are committed to addressing their concerns as quickly as possible. Gametime takes pride in upholding our customer satisfaction policy and will continue working diligently to bring this matter to a resolution.
  

  Sincerely,

  Gametime

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22859605
  
  I am rejecting this response because:
  

  This matter has been ongoing since December 5, 2024 when I purchased the tickets. The matter was not treated with any urgency. The event being rescheduled is not the issue. Gametime inability to deliver the product is the main issue. The game has been rescheduled and I would like the tickets by a certain deadline to plan on attending or get a refund. I live over 1 hour from the venue and I need to plan accordingly. When will this matter be resolved? These are electronic tickets and should be delivered in a timely fashion, not weeks or months. I used the platform before with no issues and immediate delivery. At this rate I foresee not getting the tickets and not getting a refund which would be totally unacceptable. 
  
  

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

  

  Business Response

  Date: 01/30/2025

  Hello, 

  We have reviewed the history of communication regarding this order and have decided to make a one-time exception by providing the fan with a 100% Gametime Credit for this order. We have communicated this resolution directly to the fan.
  

  While we made every effort to investigate the ticket transfer, we were ultimately unable to determine where the transfer was completed. Given the fans history with us, we have opted to make this exception as a courtesy.
  

  Please let us know if any further information is needed.
  

  Best, 

  Gametime

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by Gametime in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased one ticket. Charged me for 3 tickets. Immediately alerted customer support. No response. Tickets never received. Purchased another single ticket. never received that ticket.Exhausted efforts with customer support on the phone today for 2 hours. They basically told me it's not their problem regardless if I received tickets or not. Reading other complaints about this company I will never to business with them again. Complete rip off artists.

  

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by this customer.
  

  Regarding the transactions in question, all purchase transactions made on our platform are authorized by the buyer at the time of purchase. In this case, there were two separate, valid, and authorized orders: one for three tickets and another for a single ticket. While the return request was made within 24 hours of the purchase, our policy also requires that the event must be more than 72 hours from the time of the refund request to qualify for a return. Since the event occurred within this 72-hour window, both orders were ineligible for a return under our terms.
  

  With regard to the transfers of the tickets not being received, this is a separate issue, and we are actively working with our supplier to investigate the situation. If we can verify that there was an issue on Gametimes end or with our supplier that prevented the buyer from receiving the ticket transfers, we will take the necessary and appropriate action to resolve this matter.
  

  We sincerely regret any frustration or inconvenience the customer has experienced and are committed to ensuring that this matter is thoroughly investigated.
  

  Sincerely,
  

  Gametime

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets for us to see the "Party Animals at ****************" event at ****************** on 9/21/2024 for $892. Upon arriving at the stadium on the day of the event, the stadium attendant could not scan the ** codes provided to us by Gametime and we were denied entry. We were then transferred to the front-gate area to speak with an event representative, who said that the tickets were fraudulent and that we could not be admitted entry. I immediately contacted Gametime support but I was unable get through to a representative. The next day on 9/22/2024, I tried calling Gametime support again but was still unable to be connected to a representative. On 9/23/2024 I disputed the transaction with the credit card company. On 10/3/2024, I received an email from Gametime support asking for additional validating information, which I responded to in full. The same day I received a notice from the credit card company, who informed me that Gametime told them the "goods were as described and received in good condition". The credit card company asked me to call them and provide similar information as I did in my email-response to Gametime. I did as instructed.On 10/11/2024 I received an email from Gametime, informing that they located my order and that the issue was still under investigation. They once-again asked me to provide them the same validating information, even though I had already done so in the 10/3/2024 email-response, but I responded with the information again anyway.On 10/31/2024 I received an email from the credit card company, stating my claim was denied because it "lacks all of the previously requested information", despite the fact that I provided both them and Gametime with all of the requested information.This ordeal has caused us a considerable amount of stress and aggravation. We were really looking forward to seeing the event. I had also spent an additional $60 for parking in order to attend this event, which I was not able to get back.

  

  Business Response

  Date: 01/22/2025

  Hello, 

  We sincerely apologize to the fan for the frustration and disappointment they experienced while trying to attend the "Party Animals at ****************" event at ****************** on September 21, 2024. We understand how upsetting this situation has been and are committed to resolving it fully.
  

  We have reached out to the fan to confirm that we are processing a full refund for their ticket purchase of $892. Additionally, to acknowledge the inconvenience caused, we are providing Gametime credit as a courtesy.
  

  We regret any delays in addressing their concerns and will continue working directly with the fan to ensure a resolution that meets their expectations. At Gametime, we are committed to delivering a seamless experience, and we are taking steps to review this matter internally to prevent similar issues in the future.
  

  If there are further concerns, we encourage the fan to reach out directly so we can assist them promptly.
  

  Best, 

  Gametime

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am so upset with how this company has conducted themselves. I purchased tickets for a hockey game for $40 per ticket. I realized not a minute later that the venue was having a special for that night and offering $10 tickets. Not only did they not allow me to return the tickets (I bought seven, and their limit for returns is 6), but when I tried to request that they honor their price match guarantee, I faced the most complex and ridiculous process. I sent them every screenshot and proof of the lowest price I could, but they refused to honor it. I asked several times to speak to a supervisor or manager and was told I could not. I understand that they have a process to follow, but one minute of research and looking at the link that they requested I send them would have shown that they completely overcharged me. I don't understand why they would have a price match guarantee if they won't honor it. I am not out over $200 and am so heartbroken by how the employees have handled the situation.

  

  Business Response

  Date: 01/21/2025

  Hello, 
  

  We appreciate the opportunity to address this complaint and provide clarification regarding our policies and actions.
  

  We understand the frustration expressed by the customer in this situation. As a marketplace, Gametime is committed to transparency and fairness, and we take all concerns regarding pricing and returns seriously.
  

  Regarding the request for a return, our policy allows for returns on up to six tickets per transaction (provided all other criteria are met). This limitation is in place to ensure fairness and consistency for all customers. Unfortunately, as the customer purchased seven tickets, the return could not be processed under our established guidelines.
  

  Additionally, our price match guarantee is designed to ensure that customers receive competitive pricing when specific criteria are met. In this instance, the documentation provided did not meet the required criteria for us to process a price match. While we appreciate the effort made to submit screenshots and links, the submitted materials did not align with the terms of the guarantee.
  

  We strive to ensure all customers are aware of our policies before completing a purchase, and these policies are clearly outlined on our website. While we regret that we were unable to meet the customers expectations in this case, we followed all established protocols for both returns and price match requests.
  

  We remain committed to upholding fair and consistent policies and regret any disappointment caused. However, based on the circumstances of this case, we are unable to offer a refund or compensation.
  

  Best,
  

  Gametime

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22838090
  
  I am rejecting this response because: I have provided MULTIPLE screenshots showing that EVERY ticket that night is being sold for $10 (not the almost $40 that your business charged me). I have given you every bit of information that you have requested in order for you to honor YOUR price match guarantee. In addition to the screen shots (showing this process was started within minutes of purchasing the tickets), if you simply clicked on the *** to the venue (that you asked me to provide) you would very clearly see the ridiculous price difference. I would like to be refunded the max amount of $200 as outlined in YOUR policy.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/23/2025

  Hello,

  We appreciate the opportunity to address this complaint and provide clarity regarding the resolution.
  

  Gametime has reviewed the details of this case thoroughly, including the screenshots and documentation provided by the fan. As an exception to our policy, we have approved a $200 maximum Gametime credit to resolve this matter. This credit has already been processed and confirmed, and we have sent the fan an email notifying them of this resolution.
  

  We believe this resolution reflects our commitment to providing a fair and equitable outcome, even when circumstances may fall outside of standard policy. Should the fan have any further questions or concerns, they are welcome to reach out to our support team for additional assistance.
  

  Thank you for allowing us the opportunity to address this matter.
  

  Best, 

  Gametime

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******