ComplaintsforThe Go Agency

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Purchased concert tickets for me my father and son. The concert holder and bands told everyone to leave because of the storm. HOURS later they put on PART of the concert after telling people to drive HOURS home. The refused a refund and offered different tickets for a show. When the tickets were requested they refused to give me the tickets. when i asked them why i did not get the tickets they lied and said they never got the request. i sent them proof of the request and now they will not get back to me. i spent over $300 on tickets for rockzilla. ********* was in august i requested replacement tickets to a concert in october and it is december and im still trying to get them to make right of the situation!

  Business response

  01/03/2023

  We've been in contact with ****** and will be issuing her a refund since she never received replacement tickets. She has submitted a request to BBB to get this taken down.

  Customer response

  01/12/2023

   
  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

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Rockzilla concert in ********* was billed to have 4 bands play. ***** were to open at 4 p.m. with the show starting at 5 p.m. ***** did not open until after 5 p.m. and were unprepared to handle the amount of people waiting in 2 lines. One security officer at each line was searching one person at a time. This led to a very slow process. Weather rolled in just before 6 with rain and lightning. Event staff at the gates told us that the show was cancelled. My wife and I headed back to *********** after having been told by event staff that the show was cancelled. A member of one of the band that was listed to preform posted that the show was cancelled. At 8:30 p.m. I received an email that the gates would reopen at 8:30 p.m. Yes, the email was received at the same time the gates were set to reopen some 2 hours after we were told the show was cancelled by event staff. I was already home and did not want to drive 45 minutes yet again. According to posts, 2 of the 4 listed bands played a short set after 10 p.m. I did not attend the show. My tickets were unused. I've linked the East ***** news story about the concert to this message. The Go Agency has refused to issue a refund citing "contractual obligations." They are offering tickets to shows that I have no desire to attend. To reiterate, I was told by event staff that the concert was canceled. This caused me to travel 45 minutes home with no desire to return when the concert was suddenly back on. I desire my two tickets to be refunded for a total of $60.https://www.eastidahonews.com/2022/08/what-went-wrong-frustrated-fans-want-answers-after-rock-concert-debacle/

  Business response

  09/22/2022

  Gate open times were delayed due to a decision made by the Rockzilla tour. This pushed back the show start time, which was then delayed further due to the extreme weather warning issued by the National Weather Service. 
  
  The miscommunication occurred when one of the bands posted on their social media page that their set was cancelled, which was interpreted by some that the entire show was cancelled, which was not the case.  The two co-headliners (Falling in Reverse and Papa *****) both posted on their social media pages that the show was postponed, but not cancelled. We did our best to communicate to a very large crowd that we were being evacuated and the show was being postponed (delayed) due to the weather through a verbal on stage announcement and on the ***** **************** Page.
  

  Approximately 70% of fans returned to the arena and music took the stage at 9:00 PM with Falling in Reverse starting things off. We are still offering tickets to our remaining shows but are not issuing refunds for this concert as music did go on stage. 

  Customer response

  09/26/2022

   
  Complaint: 17793288
  
  I am rejecting this response because:The show started over 3 hours late with only half of the advertised bands playing. I dont know how you think this is acceptable.
  
  Sincerely,
  
  *********************

  Business response

  10/03/2022

  Gate open times were delayed due to a decision made by the Rockzilla tour. This pushed back the show start time, which was then delayed further due to the extreme weather warning issued by the National Weather Service. VIP Doors opened at 3:00pm as scheduled and General Admission Doors opened at 5:30pm.  The show began with Falling in Reverse at 9:00pm.
  
  

  Customer response

  10/05/2022

   
  Complaint: 17793288
  
  I am rejecting this response because:The message that doors would reopen was not posted until 8:30pm. This also came after participating bands posted on social media that the event was cancelled and event staff told us that the event was cancelled. I have yet to hear an explanation as to why it is okay for event staff to tell patrons that an event is cancelled, just to then walk back the decision. The weather event is nobodys fault, but your failure to manage the event properly is your fault. I based my decision to leave the area after your staff told me the event was cancelled. Even had I immediately began traveling back to the venue after the 8:30pm email, I would not have made it back in time for the beginning of the show. Your failure to communicate effectively was exacerbated by the weather, not a result of the weather. I once again am requesting a refund for my unused tickets. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Go Agency brought the ***** Summer ******* Series to *********. On August 19, 2022 we attended a concert at ********************************** in *********, *****. There we several issues all night, and most of them can be chalked up to poor planning on their part. We took it all in ******, because when you're dealing with ten thousand people, things rarely go as planned. We were lucky enough, though to get the inside the venue, get food and drinks, and find our seats in Section 301.Then the clouds rolled in, the rain came down, and lightening started striking nearby. A spokesman took stage and stated: Due to the inclement weather and nearby lightening, please evacuate to your vehicles immediately. We asked security on our way out: "It is postponed or is it cancelled." They responded "The show is canceled, like they announced. Evaluate to your vehicle." Same response from the Sherrif. When we got to our vehicle, we saw on Instagram Bad Wolves (band) post a video where he expressed disappointment that the show was canceled. We made our way home from the venue at 8:15PM. We arrived home at 9PM only to find The Go Agency and ***** Summer ******* Series denying having canceled the concert and the last two bands would be taking stage. There are posts and videos on social media of apologies from the bands about the canceled show, but The Go Angency and ***** Summer ******* Series are not offering refunds despite canceling a show and sending the entire venue home. https://www.instagram.com/reel/ChdrCsivHIu/?igshid=YmMyMTA2M2Y=https://www.facebook.com/idahosummerconcertseries https://m.facebook.com/story.php?story_fbid=pfbid02itGbC7SPEHEN6oBepRxcFmbR97FZNDHGkBdwoFFzfZ4x4T5gCxn7yUtEmn2NApkpl&id=*************** https://m.facebook.com/story.php?story_fbid=pfbid0BL22Epja7aRnCFBEmdhZq9gMHd5mb2nvUVtGhbY178DmcdkAuTzpaX1XQ4XySv7Ql&id=***************

  Business response

  08/31/2022

  Hi ********,

   

  Thank you to all of the fans who withstood and endured unforeseen circumstances this past Friday with the Rockzilla tour. Due to circumstances beyond our control, the initial gate times were delayed, followed by a mandatory evacuation of the venue until advised by the ************************ that it was safe for us to proceed. Neither situation is ideal for the venue or the show, but our top priority is the safety of our patrons and performers. 

   

  With the announcement to evacuate, event staff advised patrons that the show was temporarily postponed and to look to social media as to when we would be able to allow re-entry. In addition to social media, we sent out emails through our ticketing platform to inform all attendees as soon as we were allowed to begin re-entry.  

   

  Since Rockzilla did happen, we cannot offer refunds. Patrons that purchased one ticket for Rockzilla will receive a pair of tickets to any of the following two shows in ***** and *********: 

   

  - *********************** & ******************* on Sept. 16th (*****) & 17th (*********) 

  - Hoobastank & LIT on Sept. 16th (*********) & 17th (*****) 

  - ******************* Sept. 23rd (*********) & 24th (*****) 

  - ************************* Sept. 30th (*****) & October 1st (*********) 

  - ************************ and ********************* Sept. 30th (*********) & Oct. 1 (*****) 

   

  *For every (1) ticket purchased for Rockzilla, patrons may receive (2) tickets for an upcoming show. Shows based on availability. 

   

  We are working with SeeTickets to facilitate promo codes for use on any of these shows to receive tickets to the upcoming shows. Once you receive your promo code, you will have two weeks to select the shows of your choosing.   

   

  If you had issues with the gear with your purchased VIP experience, please reach out to ************************************ to work on this. We are responding as quickly as we can to all of the emails being sent, please allow 2 - 3 business days to address all of your concerns. 

   

  As we know, in this part of our great **************, weather is always unpredictable and we appreciate everyone who has worked with us through this process. We are extremely thankful for the bands and for all of the fans for an excellent show!

*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. ↩