ComplaintsforUltra Music Festival Corp.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attended this festival in 2023. On the final day, I lost my phone. My friend called it and managed to get ***** of someone on the other end who told him that it was in security/lost and found and if it is not retrieved it would be turned over to police. Security would not say where the lost and found was. When I attempted to go there, I asked multiple Ultra employees and not a single one could point me in the right direction. Not only that but they were outright antagonistic to me. One security guard accused me of trespassing and just told me to get out of where I was while refusing to answer my question, despite me in an accessible area. One employee asked me to repeat myself and then just ignored me and walked away when I did so. I asked a police officer on site and he visibly backed away from me and put his hand on his firearm while refusing to give me any help. Even the ones who weren't outright rude to me were extremely dismissive and completely indifferent to the fact that I needed help with something. It was insane that rude and disgusting Ultra employees and contractors turned what should have been a simple and helpful interaction into one where I was made to feel like a criminal and that my life was in danger. I have submitted multiple tickets and as of now have received no response regarding my property that Ultra supposedly had. I now have to retrieve it from the police. Absolutely insane and nonexistent customer service.

  Business response

  04/10/2023

  Please see attached communication.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In 2019. I purchased 2 GA ticket for the 2020 Ultra Music Festival Miami event. Due to Covid-19 pandemic the event was postponed until further notice. An email was suppose to be sent all to all ticket holders with further instructions as to how to claim your event choice for either the 2022 or 2023 event. No such email was ever received on my part. I then proceeded to file a claim, since they don't have an actual CS number that can be contacted. It now March 2022 and I have yet to hear or receive any notice from anyone in regards to my tickets! This is the main reason I am filing this compliant with BBB against Ultra Music Festival Corp I was never given the option for a 2022 or 2023 ticket I only received an email saying the tickets were being sent to me for 2022. I can not go 2022 and no one is responding to my case number. I would either like my money back or the tickets to be for 2023. The tickets said they weren't sent on February 1 if they were sent i never got them

  Business response

  07/21/2023

  Dear **************:
  
  We received your request for a refund for the two ** tickets you purchased for the Ultra Music Festival (the Festival) originally scheduled to take place in ***** on March 20, 21 and 22, 2020.
  
  As you know, to be able to purchase tickets for the Festival, all purchasers (including yourself) had to review and affirmatively agree to the terms and conditions governing the sale of tickets. The terms and conditions applicable to your ticket purchase, and to which you agreed, prominently displayed that all sales were final and nonrefundable. Specifically, the tickets terms and conditions expressly provide that in the event the Festival is cancelled due to governmental acts, the Festival organizers have the right to postpone the Festival to a future date in lieu of refunds.
  
  As a result of the onset of the ******19 pandemic and the issuance of emergency orders by the state and local governments, on March 6, 2020, the ************* issued an official directive requiring the rescheduling of the Festival. Following the rescheduling of the Festival and based on the Ticketing Terms and Conditions governing the Festival, on March 9, 2020 (and again on February 20, 2021), ticket purchasers were offered, including yourself, certain additional benefits, beyond just the option to attend the 2021 Ultra Music Festival, 2022 Ultra Music Festival, or 2023 Ultra Music Festival rather than a refund. Admittedly, you failed to respond to the February 20, 2021 email (and subsequent email reminders that followed thereafter, i.e., May 16, 2021, June 16, 2021, June 22, 2021, and June 30, 2021) accepting those additional benefits on or before the deadline of June 30, 2021.  
  
  Since the prescribed web-form with your selection of benefits was not received within the allotted time frame, your ticket order (FG Order ID # ********** was automatically set to be honored at the 2022 Ultra Music Festival and, based on our records, both of your replacement tickets were scanned into the 2022 Ultra Music Festival on all three days, i.e., March 25, 26, and 27, 2022.   
  
  We value and appreciate your continued patronage, and look forward to hosting you again! 
  
  All the best,
  
   
  
  Ultra Music Festival Support

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ultra 2020 was canceled due to COVID19 a week before the event, 3/13/2020. Emails were sent to start the process to transfer tickets for future events. I got the email, but did not respond. Ultra's counter offer was transfer the ticket to either 2021 or 2022, with upgrade options, and as well as ticket to another of the company's events anywhere in the world. I requested a refund, and was told no refunds(Email reference ID for this case is ********). I tried to dispute the charge, but didn't go in my favor. As of today, 2/16/2022 i have yet to receive an email from ultra to see if there needs to be any changes for my purchased ticket from 1/9/2020. I have asked on community boards, ie instagram, ********* and even the support email address, when we would be getting information to change our address or any other information about my ticket. I emailed Ultra directly on 2/8/2020(Email case ID ******. As of this complaint, 2/16/2021, there has been no response from Ultra. I tried to call their Cust. Serv. Number, ************, there is no answer. I have asked the question about any emails about change of an address sent by Ultra on the website, reddit, and I was told that emails had been sent last year, 2021, for change of address with other information. I have seen on the BBB page that I am not the only one having this issue with this company. At this time I would like Ultra to honor their counter offer and allow a address change, I have moved since this purchase. Ultra normally does not allow address changes on their ticket orders. The other option is to issue a refund of ****** back to me. If the choice comes back to me, I would like the accept Ultra's counter offer, for tickets 2022 event which was made when the event was canceled in March 2020. It looks like Ultra has also changed their ticketing company as well. When the ticket was purchased, it was done through the website; www.showclix.com. Now tickets are being processed through www.frontgatetickets.com.

  Business response

  12/12/2022

  To Whom It May ***************** recently contacted your office to inform that the person that used to monitor and respond to BBB complaints is no longer with our organization.

  As a result, there are a total of six (6) unanswered and unresolved complaints that we would like to attend to in order for our BBB Account # ********** to be in good standing.

  Specifically with respect to ***************************** omplaint filed on February 18, 2022, please note our response embedded below:

  "Dear ****************:
  

  We received your request for a refund for the ticket you purchased for the Ultra Music Festival (the Festival) originally scheduled to take place in ***** on March 20, 21 and 22, 2020.

  As you know, to be able to purchase tickets for the Festival, all purchasers (including yourself) had to review and affirmatively agree to the terms and conditions governing the sale of tickets. The terms and conditions applicable to your ticket purchase, and to which you agreed, prominently displayed that all sales were final and nonrefundable. Specifically, the tickets terms and conditions expressly provide that in the event the Festival is cancelled due to governmental acts, the Festival organizers have the right to postpone the Festival to a future date in lieu of refunds.

  As a result of the onset of the ******19 pandemic and the issuance of emergency orders by the state and local governments, on March 6, 2020, the ************* issued an official directive requiring the rescheduling of the Festival. Following the rescheduling of the Festival and based on the ticketing terms and conditions governing the Festival, on March 9, 2020 (and again on February 20, 2021), ticket purchasers were offered, including yourself, certain additional benefits, beyond just the option to attend the 2021 Ultra Music Festival, 2022 Ultra Music Festival, or 2023 Ultra Music Festival rather than a refund. 

  Admittedly, you failed to respond to the February 20, 2021, email (and subsequent email reminders that followed thereafter, including without limitation those sent on March 24, 2021, May 16, 2021, June 16, 2021, June 22, 2021, June 28, 2021, and June 30, 2021) accepting those additional benefits on or before the deadline of June 30, 2021.  Since you failed to submit the prescribed web-form with your selection of benefits within the allotted time frame, your ticket order (FG Order ID #********** was automatically set to be honored at the 2022 Ultra Music Festival and, based on our records, your replacement ticket was scanned into the 2022 Ultra Music Festival the on all three days, i.e., March 25, 26, and 27, 2022.  

  We value and appreciate your continued patronage and look forward to hosting you again! 

  All the best,

   
  Ultra Music Festival Support"

  Please let us know if there anything further needed on our behalf in order to process our response to the above-reference complaint.

  Thank you,

   

  *********************;
  
  

*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. ↩