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:02/08/2025

  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,
  
  **** ******

• Initial Complaint

  Date:01/15/2025

  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 bought ******* tickets on 12/6/24 for the game on 1/4/25 which was subject to change due to scheduling. I spent $368 on two tickets WITH insurance. which was $25 extra. I was in contact with Gametime and the insurance company prior to the event- I was sick and could no longer attend the event, they told me to file a claim and submit a doctors note, but I have been denied.I would like a refund for the confusion on Gametimes part as well as their third party insurance.

  

  Business Response

  Date: 01/16/2025

  Hello, 

  We appreciate the opportunity to address the concerns raised by the customer regarding their ticket purchase for the ******** game on January 4, 2025, and the associated third-party insurance.
  

  Gametime operates with a 24-hour return policy. Orders are eligible for return within this timeframe only if they meet all required criteria. Refunds are issued in Gametime credit, a practice unique within our industry and designed to provide flexibility for future purchases.
  

  In this instance, the order did not meet the criteria for a return. Additionally, the third-party insurance purchased is not managed by Gametime. ********* on claim approval or denial are solely at the discretion of the insurance provider. While we assisted the customer with the claim process, ********************** cannot influence the insurance company's decision.
  

  We regret any confusion and are committed to ensuring transparency in our policies. If further clarification is required, we are happy to assist.
  

  Best,
  

  Gametime

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22813521
  
  I am rejecting this response because: I was speaking with representatives when I found out I could not attend the game, and I was never told any of this, and was never helped with my situation. I felt like I was going in circles, trying to get a hold of anyone through their online chat and over the phone. I was waiting to hear a reply from Gametime to tell me the status and to get answers, it was past the 24 hour **** of me purchasing the tickets due to my illness. I will not be purchasing from them again, I prefer a refund in this matter. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 01/17/2025

  Hello, 

  We appreciate the BBB bringing this concern to our attention and understand the customer's position in this matter. However, our position remains the same: a refund is not warranted in this case.

  As a marketplace, Gametime operates under clearly outlined policies to ensure fairness and consistency for all fans. Our policies state that all sales are final, with exceptions for eligible returns within 24 hours of purchase. In this instance, the customers request fell outside that timeframe, and we are unable to make an exception.
  

  We understand the customers frustration and regret that their experience did not meet their expectations. Our team strives to provide timely support through our chat and phone channels, and we will review the details of this interaction to identify any areas for improvement.
  

  While we cannot issue a refund, we appreciate their feedback and will use it to enhance our service for all fans.

  Best, 

  Gametime

• Initial Complaint

  Date:01/11/2025

  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 1/9/25 I have received a notification in my email inbox about an unrecognized login to my Gametime account. I did not have a Gametime account, so I investigated and found an account with my email address, but for a different phone number. I attempted to delete the account, but instead I have received a notification that the account had been blocked. I have reached out to Gametime Customer Support (the "Fan Happiness" team), asking them to delete the account immediately. They have replied asking for extensive personal information, including full name and phone number, billing information, and other unrelated items. I have refused to provide this information, insisting that the account was opened fraudulently and that I wanted them to delete the account immediately. Since, the business has stopped responding. I am seeking immediate resolution of this problem. I also would like to know whether Gametime can let a user register using my email address without asking them to also verify that they own the email address with a verification email. This is a security issue. Thank you

  

  Business Response

  Date: 01/13/2025

  Hello, 

  Thank you for the opportunity to address this matter. At Gametime, we take account security and the concerns of all individuals very seriously.
  

  Upon review of this situation, we confirm that the account associated with the complainant's email address has been deleted as requested. While we understand the frustration expressed regarding the information we initially requested, these details are part of our standard security measures to ensure we are handling the account of the rightful owner and protecting against unauthorized access or fraudulent activity.
  

  In addition to the account deletion, we strongly encourage the complainant to update the credentials associated with their email account to further safeguard against any unauthorized activity.
  

  Regarding the concern about email verification, Gametime does require email verification for account creation in most cases to ensure ownership of the email address. However, we are actively reviewing our processes to identify any areas where we can further strengthen security measures and enhance the user experience.
  

  We regret any inconvenience caused and thank the complainant for bringing this issue to our attention. If further clarification is needed, we are happy to provide additional details.
  

  Best, 

  Gametime