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:05/20/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 March 4th, 2020, two- 2-day tickets were purchased from Etix to the ******************* Backyard festival in ******* for $277.44. This concert festival was originally scheduled for May 29th and May 30th, 2020. On April 23rd, 2023, due to Coronavirus, this event was cancelled and postponed to a future date- undetermined at the time of the announcement. In this announcement by the Funkfest promoter, customers were informed that tickets purchased in 2020 would be honored on the rescheduled dates in the city of the original ticket purchase OR ticket holders could request a refund. Since I previously submitted a refund request 3 times with no acknowledgement, I decided to wait until the event was rescheduled. I was okay with either option: a refund OR replacement tickets. In late 2023, the promoter announced a reschedule event. I reached out to Etix a few more times to have tickets reissued based on the previous postponement and guarantee that I would get tickets to the rescheduled event. Etix denied my request after numerous attempts. Etix instructed me to reach out to the promoter of Funkfest, *********************. I did and was informed by ********************* that Etix had the funds, and he could not issue a refund or replacement tickets as this would have to come from Etix- who I purchased the tickets from originally. I am asking today for a refund of my original purchase price OR 2 two-day general admission tickets for a Funkfest event in *******. I paid for goods, and as of today, I have never received anything in return for those funds.

• Initial Complaint

  Date:05/10/2024

  Type:Product 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.

  Purchased tickets in March for Silversun Pickups at ******************** on Friday, May 10. The concert is tonight. Bought the ***** experience, which includes pre-show soundcheck, Q@A, etc. The tickets arrived on time.....BUT there is absolutely NO information on what time the soundcheck begins. Can't find it anywhere. I have sent two emails to etix without any responses. It is impossible to reach anyone. As the ticket agent, etix should include arrival times.

  Business Response

  Date: 05/10/2024

  We apologize for any inconvenience. Etix was not provided with the information regarding a soundcheck timeframe, so we recommend you reach out to the box office of ******************** for further information at ****************.

  Customer Answer

  Date: 05/13/2024

   
  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,
  
  ***********************

  I think the way to improve the situation is to have etix write a blurb on the email/ticket when bought indicating to look for a response from the venue regarding VIP experiences. 

• Initial Complaint

  Date:05/06/2024

  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.

  Refund request submitted several times since September 2023 and followup emails sent for a 4 day concert that was cancelled. I spent over $2,500 for my family to attend. I have not heard a word about the refund process from etix even though I continue to request updates of any kind. Not a peep. I've seen a few others with the same experience, yet no response from etix regarding ********************. I guess they believe it's better to ignore customers rather than respond to inquiries about our hard earned money.

  Business Response

  Date: 05/06/2024

  Our client/BRRF has posted an update on their ******** page. The bullet points are that an insurance policy was in place, and is still in the claims process. A response to the claim is expected in the first quarter of 2024 or shortly thereafter. Once the insurance company responds to the claim, BRRF will update customers, and will begin the process of providing complete resolutions for everyone.
  
  Additional explanations are available on BRRF's ******** page. At Etix, we request your continued patience while we also await information from BRRF and the firms involved in the festival and insurance settlement. We deeply apologize for any inconvenience.

• Initial Complaint

  Date:04/22/2024

  Type:Delivery 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 went on the ***************** site to purchase tickets for the *************** /concert in ******* next month. I selected the seats I wanted and it just completed the order w/o ever asking for payment. I checked at the time and the tickets looked fine. When I checked this weekend, I found they had been voided. I called Etix and they advised the voided our order because we were not charged due to an error on their ticketing system. They advised they usually reach out to people in a situation like this, but not in ours. We never received any correspondence from them and would have not known the order was canceled, if I would not have tried to access the order to send the other ticket to my friend. Now the show is sold out and we have no tickets. Etix should be taking responsibility for their mistake, but they told us they will not do anything to make this up to us.

  Business Response

  Date: 04/23/2024

  We deeply apologize for the voiding of the order in question. This refund was processed by our client, Celebrity Theater, due to the error in the pricing. Unfortunately, Etix must abide by this decision as the contracted ticketing company for Celebrity Theater and cannot offer anything beyond our sincere apologies that notification was not sent in this situation.

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21606655
  
  I am rejecting this response because Celebrity Theatre advised the tickets were voided by ETIX and they had nothing to do with it. When I called Etix on April 18, the Etix representative I spoke with confimed they voided the tickets, not Celebrity. He also confirmed they usually advise prior to cancellation, but in my case did not. They violated their own business practices and are now trying to shift the blame to the venue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/10/2024

  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.

  Hi, im reaching out in regards to a purchase I made for concert tixs. I purchased the tixs the day/time they first went on sale to the general public. There was a early bird special going on to save $10 per tix. As shown in pic I provided. I reached out to the seller which is etix. Their first response was it was a first come first serve basis and provided phone number to call as well. However the sale should have applied as I made the purchase during the sale still. Secondly I called to speak to a representative and they now stated that unfortunately after sale is made they cant refund. Im highly disappointed and want the merchant to provide my refund difference of est. $30.

  Business Response

  Date: 04/11/2024

  We apologize for any confusion. The advertisement in question in this complaint states Early Bird tickets are available from 4/5-4/11 and on 4/5, which is when this customer completed their purchase, these Early Bird priced tickets were already sold out for this highly anticipated event within minutes. As a courtesy, we contacted our client (the venue for the performance) and they have reiterated this sold out situation to us, so we must deny this request as a contracted ticketing provider. We apologize again for any inconvenience.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21557520
  
  I am rejecting this response because:
  The promotion was still advertising at 12:35 after I purchased my tickets. Therefore it couldnt have been sold out. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/11/2024

  Etix is a contracted ticketing partner for the ************ Amphitheatre and does not control the sponsored ads displayed on ******** for their events. Furthermore, the ad clearly states "Limited tickets available" and, unfortunately, they sold out prior to the ad being removed the first day they were available. We apologize again for any inconvenience, but t6he tickets purchased were not eligible for the Early Bird pricing and therefore cannot be changed to that pricing.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21557520
  
  I am rejecting this response because:
  Im not satisfied at all. I would like to leave a negative review with BBB. ETIX has poor customer service and they do not honor sales they advertise. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/19/2024

  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.

  ETIX is the ticketing software being used to sell Darklord Day tickets for ******************** in *******, *******. I logged in with 30 minutes to spare. Read all of the directions, completed the robot test to be in line for the Deluxe tickets. When the proceed to purchase button popped up at 12 I clicked it. This system even showed a log entry that I entered at 12. Screen showed an estimated 1 minute wait with a status. Status bar moved up, the wait appeared to end and the system promptly kicked me out. I then had to go do the whole process again only to be placed in a longer queue and miss the deluxe tickets It would have been one thing if I had simply missed it or been late, but to follow all directions, log in on time, and then be booted by the system is a tough pill to swallow. Id like to be given the opportunity to purchase the tickets that I was rightfully in line for as shown by the system log. Thank you for your consideration.

  Business Response

  Date: 02/22/2024

  We apologize for any inconvenience. Unfortunately, as many tickets were successfully sold for this event the moment the sale began, we are unable to substantiate any systemic issues that *** or *** not have occurred during the aforementioned ticket sale. Some shows are highly anticipated and *** have a high volume of customers trying to access tickets as soon as they go on sale. The system processes requests in the order in which they are received, but the difference in getting tickets can be a fraction of a second when site traffic is extremely high and Etix cannot account for connection issues on the consumer side, where applicable.
  
  We apologize again for any inconvenience.

• Initial Complaint

  Date:02/05/2024

  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.

  The 2nd day of concerts for Bash on the Bay August 2023, were cancelled due to weather.They have not refunded my ticket. I have called numerous times and filled out the required forms. They say when I call that they are having technical issues with refunding tickets. I say BS. This is completely unacceptable.

  Business Response

  Date: 02/05/2024

  I am writing to sincerely apologize for the inconvenience caused due to the technical difficulties we encountered while processing your refund(s) for the ******************* canceled event at Bash on the Bay.
  
  We understand the importance of a timely and smooth refund process, and we deeply regret any frustration or inconvenience this may have caused. Our team is actively working to resolve the technical issues, and we are committed to ensuring that you receive your refund as soon as possible. Once the issue is resolved, your refund will automatically be processed.
  
  We are making every effort to expedite the resolution of this matter. You will be notified as soon as more information is available. We value your understanding and patience, and we appreciate your continued trust in our services. Thank you for your understanding, and we apologize once again for any inconvenience caused.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21249480
  
  I am rejecting this response because:   This is the same response I received every time I called. The concert was in August, it is now February. It is completely unacceptable that their system can not process refunds in 5 months.  I have filled out all of the documentation they required.

  I appreciate BBB's help and hopefully will hear from them soon as there is nothing more I can do but to state my displeasure.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/06/2024

  We deeply apologize for the inconvenience. Unfortunately, we can only advise patience at this time as we work to resolve this issue as quickly as possible.

  Customer Answer

  Date: 02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory, but I will be patient a bit longer.  I expect resolution soon.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  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.

  Bought 2 tickets in July for a total for 400$ It has been over 6 months and still waiting on a refund. **************** provides an email to contact but when asked if im going to get a response from the support email their answer is idk. If the only contact information provided does not guarantee someone to get back to me why release the email to customers. I was told once my refund be issues December 14th, never came then i was told there was an issue in the payment processing give it **** days its been almost 30 days. How can one company tie up hundreds of thousands of customers money for almost 6 months. Let's imagine we had a monthly interest rate on all this cash tied up. Us customers sit her and wait through the holiday season for are cash and never receive it while this corporate giant sits on are funds and has the ability to collect and profits of it. To me thats fraud a scam and put simply extremely wrong. This is the year **** payment processing programs do not take more then 1 to 3 days to process money. It also does not *********** months to send a check. They can take money from an account in less then 2 seconds but takes them 6 months to return it. **************** is a joke very unhelpful and uninformative. No information regarding when my check will be issued. I find it extremely hard to believe that after 6 months you still dont have a deadline that you can with hold for customer refunds.

  Business Response

  Date: 01/12/2024

  This customer has been informed that their refund has been processed and mailed via check as of 1/9/24, due to their closed payment account being attached to the initial order. We recommend they continue to check their mail for that check refund in the amount of $398.92 and apologize for any inconvenience.

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Aug 1, 2023 for the blue ridge rock festival from ETIX. The festival then was canceled and never refunded money. I have emailed NUMEROUS TIMES for word on when I'll get my refund but NOTHING. This made national news and we still haven't gotten word MONTHS later.Order # *********

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a 2 day concert of Bash on the Bay at ********** **** through Etix on July 2, 2023. On the day of the event there was a storm canceling the second day of the event. Etix sent an e-mail 11/13/2023 stating that I had until 11/24/23 to exchange the tickets or to take no action and a refund would be processed within 10 days. I never received my refund which was supposed to be processed against the card that made the original purchase. I contacted Etix who stated the refund was processed on 11/29/23 in the amount of $133.33. At almost a month later I still have no such credit on the account used to complete the purchase. I have inquired with Etix on where the alleged refund was processed to and they refused to provide any information about where the refund was sent or how to resolve the issue. I've replied to the e-mail response I received, tried contacting them through their customer support form, used their AI chat bot, and tried calling customer support half a dozen times and cannot get any additional information about the alleged refund. I've never received a refund despite this vendor clearly telling me in writing that they would refund the cost of the event. I have included the e-mail from Etix stating the refund will be sent, the response saying they processed said refund, the credit card statement of the initial purchase and the search history showing that I have had no activity on this account from 11/1/23-12/22/23 when the alleged refund should have taken place to validate it was never received on my end.