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Complaint Details
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Initial Complaint
04/20/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased tickets for the 2020 Kentucky Derby from Derby Tickets Inc on June 8, 2019 for the amount of $11,605 (see attached invoice). Derby Tickets Inc. has an address of *** ******** ******* ***** **** *************** ** *****. I have been corresponding with ******* ******. The 2020 Derby was initially moved to September due to the COVID-19 pandemic. At this time we were given the option of moving our tickets to 2021 or to sell them. We asked ******* to try and sell the tickets and hotel accommodations. ******* was not able to sell the tickets, but indicated the hotels would be refunded for $3,200. The Derby was then officially cancelled on August 21, 2020. ******* provided an email on August 24, 2020 that refunds would be provided to those that had purchased tickets (see attached correspondence). ******* has continuously stated that refunds would be provided with various updates (see attached email correspondence). However, the last official correspondence he provided was on October 28th regarding the refund. I have contacted him since then to try and reach an agreement, but he has not been willing to provide the full refund. I would like assistance in obtaining a refund from this company for the tickets that were purchased.
Business response
05/10/2022
***** ****** had been pretty reasonable with us and we had been talking about solutions together until recently. When the Derby was cancelled in 2020, many people wanted immediate refunds, yet Churchill Downs did not issue refunds right away, and in most cases they rolled people's payment over to the following year's tickets. Most hotels rolled over the rooms for us until 2021. After talking to our customers we decide to allow them to come in 2021 or 2022. Our terms and conditions on our website do state ALL SALES FINAL, and I can provide a copy of that for you. Anyway, the majority of the people felt this was fair, and we hosted many people in 2021. However in 2021, **** stated that his parents were not comfortable coming because they were still worried about Covid, which we understood. After having a successful 2021 event, and taking care of many groups, we were hopeful that we could entertain the remaining people going into 2022. The plan was to use our profits from 2022 to take care of the 2020 people. When I talked to ****, he said that his parent's still had Covid concerns, so I suggested that we move them to 2023, though he had mentioned it before, that is when he wanted his money back. I said that we could provide his full Package in 2023 or 2024, even though the price has gone up, but he was not happy with that. I suggested that we could refund 70% back, as we are still not on our feet due to Covid and all of the events being postponed for 2 years.
We want **** to be happy, and we have never not been able to solve a complaint amicably, so we are also reaching out to the BBB to try to solve this while being fair to everyone. Here are some options that we think our fair.
1. We will give ***** his full $11,000+ in credit for his parents or anyone else to use this Package in 2023.
2. We will refund 70% of his payment to ****, as ALL SALES ARE FINAL, as stated in our terms and conditions.
Sincerely,
******* ******
Customer response
05/24/2022
I am accepting the second option provided by Derby Tickets Inc. for a 70% refund of our original amount. Since the Kentucky Derby was initially postponed and then cancelled, we were offered the option for either a refund or to transfer our tickets to a future year and we have always stated that the refund was what we wanted. I am disappointed that the business is not providing a full refund, but since we have been in discussion for more than two years, we are choosing to move forward with this option.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.