ComplaintsforChurchill Downs

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased tickets for the 2024 Kentucky Derby. The purchase was completed via a 3rd party. I purchased 2 tickets in section 317C, row 13 for what Churchill down lists as a 6 seat box. ************ (Churchill Downs ticketing service) provides the option to purchase 6 tickets to this box even though there is no possible way 6 humans can sit together. However there is a column in this box that prevents 2 of the 6 seats from being used (if all 6 individuals are there at same time).

  

  Business response

  05/27/2024

  Could I please get a contact number to reach out to you directly to resolve this issue?

  Thank you,
  

  ***** ********

   

  Customer response

  06/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  No resolution yet. I did receive a direct email asking for my phone # as well

  ************

  I responded to that email saying I could be reached anytime Friday. I also called the number a couple times with no answer or voice mail.

   

  I will be hiking with no reception 6/1 through 6/7.

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

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Oak grove gaming on 12-31-23 for the new years eve bash year before we pay for my. Ticket to get in at the cashier window but this year they went with a QR code to sell the tickets. Thru Ticketmaster marketing team said we had to use this only no cashier's were in to take cash. I did want they said and my bank locked my account due to a fraud alert so i had to go to my bank. On Thursday 01-04-24 to get a new bank card and move my bills to that new card because Oak grove gaming marketing team did not due there home work and work out and bugs and to make sure i had a safe time using there QR code system i did get in for free but after my bank locked my account

  

  Business response

  01/08/2024

  Thank you for your feedback. All tickets for the New Year’s Eve party were purchased through Ticketmaster. Ticketmaster is an accredited company that is used by venues throughout the world to sell and purchase tickets. Multiple guests were able to use and successfully purchase tickets by using the QR code provided at the Ticket Booth on New Year’s Eve. As stated in the claim, due to the issues that you had on New Year’s Eve, Oak Grove Gaming gave you free entry into the party even though the issue was with your bank and not Oak Grove Gaming. We recommend that you contact your bank to see why the charge from Ticketmaster was denied in order to avoid issues in the future.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have to say this was one of the worst times i have ever had at Churchill. Been going to infield for over 35 years, never seen a fight out there , never waited in line for restroom, never had much problem betting, never really had any problem in the infield. You all took away everything you could for the every day better's, the ones who support you the rest of the year , Not just Derby. You totally stuck it to us this year. The money for all inclusive seat was a joke, It took over 45 min to get a drink , 35 min to get food , and you can forget betting. So most of us did. i bet 2 races and said forget it , not worth it. You had no TV's telling odds , who won Nothing. and the TV Facing us for the new area, was an absolute JOKE my T.V. at home is bigger. This was a greedy Churchill taking peoples money knowing dang good and well you all were not ready to open, not to mention can't take care of the amount of people you sold tickets to.. Shame on you for being the Greedy folks you have shown LOUISVILLE Once again.

  

  Business response

  05/15/2023

  I want to sincerely thank you for taking the time to write down your feedback from Thurby.   Obviously your experience was below satisfactory, and the details you lay out are very helpful.  Your opinion really does make a difference to us.  We spend many hours and resources researching feedback such as yours and determine what plans we need to put in place to make improvements going forward. 
  
  We hear you as to the issues with wagering, televisions, and all-inclusive wait times.   It is especially important to us to receive constructive feedback about new areas where our guests are having new experiences and our staff needs to make quick adjustments when possible.  Thanks to feedback such as yours we were able to correct several issues ahead of Friday and Saturday. 
  
  We would like to request the opportunity to contact you to discuss further details as you deem fit and make up for the unpleasant experience you had.   We hope you will allow us the opportunity to rectify this year’s situation for you.
  
  Regards,

  ***** ********
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have an issue with one of your Casinos that you own. HARD ROCK Sioux City. I have been a patron here for 9 years and am a double platinum. We spend a lot of money here are so do our friends. A few weeks ago I had an issue with a waitress not waiting on me in a timely fashion. I had addressed it with her. Last week I was sitting at the bar on the other side of where she worked talking to a friend and playing a game. I was cleaning up water on the bar top and put the napkins up by the edge, that is when she first snapped at me to stop throwing napkins at her. My friend and I were shocked, as I wasn't doing that. A little latter I slid by beer can up to the edge to get it out of the way and it fell in a sink. This was not on purpose. At this point, she starting screaming I was throwing cans at her, which I wasn't. She then screamed at me and said I was done and had a tirade behind the bar. This is all on video, February 11th, 2023. between 10-11ish. I can find the exact time. I was mad at being treated that way, so I filed a complaint. A week later I get a call from **** Adams telling me I was kicked out for 90 days. He said I was creating a hostile work environment and wasn't nice to the employees. That is the furthest thing from the truth, as I do tip and have friendships with many of the employees outside the casino. My group is one of the few that tips well to the Hard Rock employees. This is just ridiculous, being treated like I am the one at fault. Under his management we have watch the Hard Rock go way down hill, with homeless people allowed to roam in the casino and bother guests and steal, and this is the only casino where I see this. The parking ramp is closed down due to poor management being unable to obtain employees. Our buffet is close now for 3 years, plus doors are falling off and exits closed off for no good reason. How long is he going to be allowed to take this casino down. I just thought since you own it now, you should be aware.

  

  Business response

  02/21/2023

  This BBB account is for Churchill Downs racetrack in Louisville, KY not for Churchill Downs, Inc., which is our parent company that also owns the Hard Rock in Sioux City.  I personally have zero oversight of that property.

  I have taken a screenshot of the complaint and forwarded it to the principal manager at the corporate office who oversees the Hard Rock property and expect he will address the complaint with the property at the local level.

  Please contact me if you have any further questions.

  **** *******
  

   

   

  Customer response

  02/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  

  I appreciate your transparency, thank you!

  Regards,
  
  ***** *******
  
  

  ---

  
  
   
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We originally filed this complaint to the Oak Grove property on March 28th 2022 and as of yet still have not received a response. We then also contacted you at the corporate office about a month ago and advised we were going to file a complaint with the BBB and the Gentleman that answered the phone actually said he had someone we could speak with, he then transferred the call, there was no answer so we left a voicemail with our information and yet again no response (do not remember the name of the person who answered the phone nor do I remember the name of the ladies voicemail as I was driving and could not write it down) . We have had several issues of concern with this gaming center and NOBODY has followed through as promised except for one young lady and her name was Sunny. (this might not be the correct way to spell her name, she was working at the entrance where you check in for the hotel) When we made the complaint of several issues to Sunny she was the only one that contacted us back to check as a follow up to ensure our issues were resolved, which they were not. After the follow up I finally received a call from Matt who at first stated that he dialed the incorrect number as an excuse to why he did not get in touch with me! then after I addressed our concerns he stated that there was NOTHING he could do besides send an email and then call me back. Guess what? Over a week and no follow up call which was not a surprise as not one person ever called us back that stated they would do so and no one ever called us back when we left messages on their voicemail.

  

  Business response

  07/27/2022

  This complaint is against another Churchill Downs, Inc. property - Oak Grove Racing and Gaming in Oak Grove, KY.  I am General Manager of Churchill Downs Racetrack in Louisville. 

   

  I have forwarded the complaint to ****** *** *****, ********* of Oak Grove Racing and Gaming who is now investigating the complaint and will be responsible for response/resolution.

   

  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. ↩