ComplaintsforOn Location Events, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My fiance and I were not satisfied with the quality of services provided at the 2024 *** DRAFT (Hospitality Package). I am talking about the first day of the *** DRAFT on April 25, 2024. We were very upset with the services and the lack of staff performance. I just get so upset every time I relive the *** Draft weekend in my hometown of *******. I do not have the patience and I cannot keep calm with my blood pressure skyrocketing so I will attach a copy of the complaint I sent to ON LOCATION. It's clearly that this company will take your money and move on to another location. Please read attached complaint!!!!!

  Business response

  05/17/2024

  Hi ******, 
  
  Thank you for reaching out to On Location and for providing this feedback regarding your experience at the *** Draft. At On Location, we aim to provide experiences that are both seamless and memorable so we're truly sorry to hear of the disappointment you experienced. I am familiar with your case, as it was escalated to the management team and our onsite event staff for further review and investigation. As relayed by the ***** Services Representative you were working with, we will be sending the *** Draft gifts that were included in your package, along with a special gift as a token of appreciation for your feedback and a gesture of good will. 
  
  Thank you again for taking the time to provide us with this detailed information that has been shared with the appropriate parties. We hope for the opportunity to host you at a future event. 

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   In response to On Location sending me *** draft "gifts" for my feedback.  THIS IS NOT A SATISFACTORY RESOLUTION.

  This was not a situation where I gave feedback to a survey that On Location sent me.  This was a complaint I sent them after spending almost $4,000.00 for a VIP experience and it was not as described.  

  Again, there was no signage directing us to the venue. As I also stated the security at every entrance did not know where the venue was.  Once again, there were no On Demand Personnel available on Day 1 of the draft. (No one responded to my calls or my text that I sent that evening.

  The second day of the draft there were On Demand Team Members at the gates and walking around inside the gates with signage.  They even had a tent for ticket resolution and concerns.  That lets me know that there had to be other patrons complaining about the day 1 experience besides the angry patrons we spoke with later that evening when we finally found the venue!!!!! (And those patrons made it to the venue later than we did)! 

  I am not satisfied with them sending me trinkets to appease me.  The value is not comparable to what I spent to have a VIP Experience.

  They have been telling me for two weeks that I would receive those trinkets, and nothing shipped until I put in a complaint with the BBB.  

  I WOULD LKE TO ESCALATE THIS FURTHER UNTIL A SATISFACTORY OUTCOME HAS BEEN REACHED!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In early March 2024, On Location Events offered access to the "first access to the best seats" for WWE Summerslam on August 3, 2024 with a $250 deposit. After purchasing 3 seat deposits on March 12th for my family ($750 total), the ticket package prices were withheld for six weeks until April 29, 2024. The cheapest package is asking $550 per person for an Upper Level seat with an "experience" that includes a poster, lanyard, and exclusive check-in gate. Upon talking to an On Location rep, I indicated that I did not want any VIP access and that I simply wanted access to the tickets per the initial email. I was told that I had to buy a package to receive the tickets which would cost an additional $900 "at minimum" for my family. Additionally, I was told that the cheaper packages are liable to "sell out" and not be available. The next tier of better seats were only guaranteed with another $3000 purchase ($1400 per person) on top of my deposit. This is a classic bait and switch. There was no estimate of pricing tiers or package details in advance of the deposit, and now I cannot receive a refund AND I'm being asked to spend more than my initial deposit to USE THE DEPOSIT. **************** will now only offer me a credit that expires after one year. When I asked what options were offered for the value of my initial deposit, I was told nothing because all of their services vastly exceed the deposit amount. One tier is priced at "$13,500 - $25,000". Additionally, I was also told that I had options to spend my credits on events in ***** or ********. All I want is my money back. The event is 4 months away, and I contacted the vendor immediately. I have requested a dispute with my bank, but I'd prefer this be handled in a reasonable manner. I shouldn't have to spend twice my deposit amount to use my deposit.

  Business response

  05/09/2024

  Hi *****, 
  
  Thank you for reaching out to On Location. We sincerely apologize for any confusion surrounding the type of packages we offer for this event, or for any confusion regarding their starting prices. A refund on your deposit order totaling $750 was refunded to you on May 6th and should be reflected back on your original payment method in the coming days, if not already. We hope to host you at a future event. Please let us know if we can assist with anything further.

  Customer response

  05/09/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the gold package for Royal rumble on 10/27 order number ******. Before purchasing I called to verify if handicap accessible seating was available they advised no but the seat would be within close walking distance to the entrance. The hospitality area was halfway around the arena when we asked for assistance to our seats none was given. Today we finally received our autographed event poster. There was no email to tell me to expect the package. There was nothing telling me who signed the poster. Today I called on location asking who autographed the poster a very rude representative told me he did not know and was supposed to call me back. This was hours ago. Due to the fact that these tickets were sold to me with false expectations of being disability accessible and also no one has any idea who signed the poster I am asking for a partial refund.

  Business response

  05/09/2024

  Hi ******, 
  
  Thank you for reaching out to On Location and for taking the time to provide us with your feedback from the *** Royal Rumble event. We sincerely apologize for any inconvenience you may have experienced while attending our event, particularly in regard to getting to and from our hospitality area and your event seat locations. If you are ever needing mobility assistance, our onsite staff is more than happy to help. Additionally, if you require accessible seating, please be sure to let our team know after you've purchased. We work closely with the *** and venue to secure *** seating and can provide options for you based on *** ****** availability. 
  
  I do understand there was some confusion in regard to who signed the poster included in your package. We can confirm for you it was signed by *************************, but apologize for any confusion surrounding that. 
  
  While we are unable to offer a refund in this instance, we thank you again for taking the time to reach out to us and we hope for the opportunity to host you again in the future.

  Customer response

  05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did reach out to them at the venue about *** help and received none.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/24/2024

  Hi ******,

  Thank you for the additional information. This has been passed along to the appropriate parties, however, we are unable to offer a refund in this instance and consider this matter resolved. Thank you.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Writing this while sitting in line outside of Arena CDMX for the 2nd time. Wanted to send this one because the "vip experience" didn't get any better, just worse. I want a refund for the **** Experience" or the lack there of. Had to wait in a huge line to get in, while regular ticket holders were passing by. Then after we got in, made it to the "vip lounge" to get turned away because we were told to go in the venue without getting our wristbands. Had to go back out of the arena and wait in another ***** minute long line to receive the wristbands. We also went to the weigh ins thinking that would help speed the time up with the lanyard etc; but not at all. Made it to the lounge again and there was a massive line just to get in. Once in the lounge, no food as advertised. I don't drink alcohol and got laughed at for asking for something non-alcoholic. Received a water bottle because they had nothing else to offer. There was over 100 people in line for the meet and greet. Didn't even try because we were already missing the show. We left the lounge with nothing added to the original ticket, just wasted time,missed fights, and a essentially a $1000 dollar bottle of water. I just want my "vip" portion of the ticket refunded, because that was the complete opposite of that. It's just plain false advertising. I will gladly pay for my seats as the event was great. I just want $1000 dollars back as that would settle the false advertising. Could have purchased both seats in the section for $500 instead of the $1500. Thank you for your time ******(****) ******** Order #******

  Business response

  03/28/2024

  Hi ******, 
  
  Thank you for reaching out to On Location and for providing us with your feedback from UFC Fight Night in ***********. We are sorry to hear of any disappointment felt as a result of your experience with us. I understand you were working with one of our managers regarding this who had escalated your case to our upper management team, as well as our onsite staff to investigate further. We understand wait times were a bit longer than expected during the entrance to our lounge and during the fighter photo opportunities and for that, we are truly sorry. Our team did confirm that screens were available to show the live fights during the wait. Additionally, appetizers were served throughout the duration of the lounge, and our open bar was available and included non-alcoholic beverages such as soda and energy drinks. 
  
  As a token of our appreciation for your feedback, we sent a UFC merchandise pack to you, which we hope you have received by now. 
  
  Again, we thank you for taking the time to provide us with this feedback and we certainly hope to host you at a future event. 
  

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I appreciate the the kind gesture of sending me a hat, pair of socks, and a toiletry bag. But, that does not solve the amount I paid extra for VIP without gaining anything from it. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/01/2024

  Hi ****, 

  Thank you for reaching back out to us. We are sorry to hear you find our resolution to your complaint unsatisfactory. However, as all package elements were delivered, we are not able to offer anything additional in this instance. We sincerely thank you for your feedback and do hope to see you at an event in the near future.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8 of November, $1200 AUD for both tickets. Order #****** The event was advertised online from 7 news on ******** and other websites online so it appeared to be the only place to access the tickets which turned out to not be the case and they were a fraction of the cost.I can no longer be attending the event due to a botched LASIK surgery resulting in an upcoming following surgery which will result in some temporary issues with my vision but I ticked no to the health issue section as Im very distressed and had previous issues with uploading medical records online and I do not wish to do so again.I have paid for the tickets and requested a refund for the reason above but was denied by the manager who went on to tell I can re sell the tickets but he also said I get the tickets until 5 days before the event which is February 24th **** which is not adequate enough time to re sell these tickets, yet they would have the ability to refund me and sell these tickets within this 2 month time frame themselves. I feel as if I was firstly mislead with this event and that these tickets were the only access to being able to go to this event and the price is just far too much, I can still attend but my vision will impair much of the enjoyment. I have also already paid in full yet I do not and will not be receiving anything until 5 days before the event making it nearly impossible to re-sell these tickets.I would just like a refund as they would have no issue selling these tickets again themselves.Many thanks.

  Business response

  01/12/2024

  Hi ***,  
  
  Thank you for reaching out to us regarding this matter. First, we are sincerely sorry to hear you are no longer able to attend the event. Per our purchase policy (*******************************************************), our packages are sold as non-refundable. While we aim to make exceptions to this policy when we can, these decisions involve several parties. Upon escalating your request, it was determined we are unable to make an exception in this case.  
  
  Additionally, we apologize for any confusion regarding the availability of tickets for this event. We here at On Location are the Official *************** Partner of the **** Our packages include premium seating with additional package elements, and therefore are often priced higher than standard tickets, which we do not offer, but are available via alternative outlets.  
  
  We do hope youll join us for the event, but if you choose not to do so, your tickets can be transferred to someone else upon receiving them 5-7 days prior to the event.  
  
  We thank you for your time and understanding.  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,Please find attached a Transaction Dispute Form form for a transaction I would like to get a refund on. The company in question, OnLocation Exp, have misled me badly and taken $500 from my account that I can not afford to throw away unfortunately. If you would be willing to help me id be eternally grateful.I have further emails showing what the early offering was from this company, which does not align with the prices in the most recent email.I have since read some really poor reviews on this company and can now appreciate that I have been scammed by this company. I have requested a chargeback through my bank but Id also like to report them to you to see if we can come to some sort of arrangement.Many thanks,*************************

  Business response

  11/27/2023

  Hi *****, 

  Thank you for reaching out regarding your Priority Access purchase for the *** Elimination Chamber: ***** event. We're sincerely sorry to hear that the packages we offered did not meet your expectations in terms of pricing and ticket location. In investigating this case further, I can confirm for you that although our Priority Access passes were sold as non-refundable, we were able to make an exception to our policy and refund Order #******* in the amount of $500.00. This refund was processed on 11/20/2023 to the card ending in ****. Proof of the processed refund is attached. Please note: refunds may take up to **** business days to reflect in your account.

  Thank you.

  Customer response

  11/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/10/2023 I put a deposit down for an *** ******* experience. There were no other details other than the down payment for the package. On 5/10/23 I received an email from ******************************* with On Location at 8:06am EST that it was time to select my package. At 9:00am EST on 5/10/23 I called ***** and finally got through approximately 9:10am and asked to book my package. During our conversation, which was recorded, I asked to purchase the basic package that only included tickets and was told that was not an option, that I must book a hotel package. During this conversation I was led to believe that there was not an option to book anything other than a ticket + hotel or a ticket + hotel/airfare. It was during this conversation I gave an initial payment for 3 people. Shortly after this conversation I found out through multiple people they were sold a basic package that included tickets without hotel or airfare. I had conversations with On Location after this, which included conversations with ***** and his VP, ***********************. During my conversation with ***** he indicated that the basic package that was tickets without hotel was sold out by the time I called. When I asked him how that was possible when I called within 10 minutes of his office opening he could not provide an explanation. When I talked to ******** informed him that I felt I was misled and that ***** used deceiving tactics to get an initial payment from me he said absolutely. During this conversation *** told me my only option was to pay the remaining thousands of dollars on my account or cancel. Feeling I had no other option I chose to cancel. My entire experience was misleading and deceiving, which resulted in me paying thousands of dollars and ultimately cancelling due to the deception. Not only am I seeking a refund, but would also like these practices to change moving forward to avoid others facing these misleading sales practices.

  Business response

  12/01/2023

  Hi *******, 

  Thank you for reaching out regarding your ***************** package with us. In investigating this further, I can confirm that Priority Access deposits for this event were completely refundable, as indicated in your confirmation receipt (attached) and also on our website. If you were unhappy with the available options at the time that our sales representative reached out, we would have been happy to cancel and refund your deposit. Additionally, we apologize for any confusion regarding our offerings, however we are the Official Hospitality provider for the *** and therefore, did not offer any ticket only packages through On Location.

  Once a package is secured, in this case, a hotel travel package was selected, the purchase is subject to our purchase policy terms and conditions (*******************************************************), which indicate that packages are non-refundable and any defaulted payments will result in cancellation without refund. We were under the impression you planned to participate in our hotel travel package, as names of your guests were provided to us. It is my understanding we attempted to contact you several times regarding your declined payments so that your package would remain valid. After several attempts, we moved forward with a cancellation without refund per our policy. 

  We're sincerely sorry to hear you decided not to move forward with the package, but we are unable to offer a refund in this instance due to the aforementioned reasons. 

  Thank you.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 28, 2023 I made a deposit of $2000 that would go toward a package for the Chiefs ******* game. Order number #*******. When the packages were made available we realized that we would not be able to take the time off of work and decided to pass on purchasing a package. As stated in the terms and conditions for this experience, this deposit is 100% refundable. I have made multiple attempts at obtaining my refund. I have been given the run around on multiple occasions by customer service representatives who seem confused, place me on long holds, and who dodge questions. They are constantly trying to pass the buck to another department, "the accounting department", that I am for some reason not allowed to speak to. When I have asked for a tracking number, or a confirmation number so that I can have proof that they submitted my request for a refund, they seem annoyed, and tell me, we dont do that, that doesnt exist, we aren't allowed to give that out, or my favorite just use you original order number. I want On Location to refund me my $2000 dollars. They have had my money for nearly 8 months

  Business response

  08/21/2023

  Hi *****, 

  Thank you for following up with us regarding your refund request for Order Number *******: 2023 ************************************* We apologize for the delay in getting that refund to you, but I can confirm that the refund was processed on August 15th to the Mastercard ending in ****. It may take a few days to see the refund reflected in your account if you're not already seeing it. Again, we're sincerely sorry for the delay, but will now consider this case closed. If there is anything further we can assist you with please do not hesitate to reach out. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund of my Super Bowl deposit and was promised the refund by July14th. The refund did not arrive and they have stopped communicating.

  Business response

  08/03/2023

  Hello ************, 

  Thank you for reaching out to us regarding the refund status of your Super Bowl LVIII Priority Access deposit. In looking into this further, I can confirm that your deposit in the amount of $14,000 was refunded on July 14th to the **** ending in ****. These funds should now be reflected in your **** account. I have attached a copy of this for your reference. 

  Should you need any further assistance in locating this, please let us know.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I plan on taking my wife and 3 kids to ******* to see the ********** Navy game in ******, ******* on 08/26/2023. I put a deposit of $1250.00 down with On Location Events 11/24/2021 for a 3 city trip including *******/******/****** including 5 tickets to the football game. I have attached that invoice and proof of payment. When I went back 1 year later to book the rest of the trip a majority of the previously marketed trips were sold out including the *******/******/****** trip we wanted to take. I called them at that time and spoke with an employee who said "Don't worry your tickets will still be mailed to you about 1 month before the game is going to happen." However on 04/10/2023 I received an email from ******************************* from On Location Events who said "Hi *****,I called on 4/7/2023 regarding your deposit for the 2023 Aer Lingus Classic in ******, *******. The deadline for selecting a travel package has passed and if we do not receive your selection by Friday, April 14th, we will have to cancel your reservation. You can view the available options a* **************. If you have any questions, please call us at ************ or email us at *************************************************** regards,******************************* (she/her/hers)Customer Service Representative | ********************* a ******** of ** Location ************ (office) | *****************************************************************************"I emailed back and forth with ******* asking for a refund of my $1250.00 but was told it was non refundable and they would be keeping my deposit. I feel I am due a refund given the trip that I would have booked was no longer available. I have already booked travel with another travel agent and will not be using On Location Events in the future. Please help me get my $1250.00 refund!***********************

  Customer response

  07/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by On Location Events, LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

*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. ↩