ComplaintsforOn Location Events, LLC

• 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,
  
  ***********************
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a travel package with sports tickets on 9/26/2022 (final payment March 2023), to travel 6/5-9/2023 with my mother, for softball games on June 7 and 8. She has since become unwell and cannot travel. I reached out to OnLocation on 5/11/2023 (twice) to see if i could get a refund since my mom is too unwell to travel, which they denied. They advised me to re-sell the tickets on the internet and transfer the hotel booking to the buyer. In order to do this, I need the tickets available to me. Original confirmation emails state the tickets would be released to me mid-May. Per email from On Location on 5/4, "By mid-May, your event ticket(s) should be transferred to your email address through the NCAA's digital ticketing partner, AXS. " Per email from On Location on 5/18, the tickets would "soon" be released. I called again on 5/22 to get the tickets released to me but they could not release them. I opened a Support ticket with On Location on 6/5, as I still do not have the tickets. On Location advised "Our fulfillment team is hoping to transfer your tickets by Wednesday (6/7) at the latest." The first day of the event is on Wednesday 6/7. |At this point, there is not enough time for me to sell the tickets for events, nor the hotel reservation that begins tomorrow night in ********. They denied my request for refund, and have now made it impossible for me to resell the tickets and hotel room as they have not delivered to me in time.I would like a full refund on my purchase for $2,730.00

  Customer response

  07/01/2023

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased priority access for tickets to the ** Chiefs vs. ************** game in *********, ******* November 5, 2023 from On Location Events LLC, on January 29, 2023. The purchase was to ensure that I had reserved a spot to purchase a ticket package for the game. May 11, 2023 the *** released the schedule, which provided the actual date and opponent, so the packages could be purchased. I received an email from On Location on May 4, 2023, then again on May 10th, stating that I needed to go online to set up an appointment to talk with *******************, to purchase my package, before offering to the public on May 15th. The online appointment link didn't work, so I called the phone number that was also listed. I left a message. No one returned my call. I received another email on May 15, 2023, again stating that tickets would be released the public, and that I needed to set up an appointment to purchase my package. I, again called, and attempted the link, without luck. I looked up their ******** page and sent a message via ******** Messenger. I received a response to my message, and I was able to request an appointment to talk with ******************* on May 17, 2023, at 5:30pm CST. Upon receiving his phone call, he talked about the various packages, and as we talked, he let me know that they were sold out of all packages and was wondering if I wanted a refund, or he would know if they would be getting more tickets by the end of the month (May). I asked should you service the people that paid deposits first? He said that the *** only gave them a few tickets. After calling the ** Chiefs organization to see if I can purchase the game tickets directly from them, I was directed to contact *** International. I found out through them that they haven't even released tickets for that game yet, and the only way to get them is to register directly through *** International. This was my dream trip that they have ruined. I will indeed take a refund, however my goal is to go to the game!

  Customer response

  06/26/2023

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had the On Location Theater Hospitality Suite Package for April 28th at the 2023 *** draft. As *********** was wrapping up their final song there were 3 men in black with purple On Location badges coming into the hospitality area, past security. We were standing in front of a table watching the show. In the center was a bag of *** Shop gear we had purchased. One of these young men grabbed the bag and ran. I caught him and grabbed the bag out of his hand. I began to question him and he ran. I notified the *** security person who was watching the show instead of doing his job and he did nothing. There were two other On Location guys that witnessed the whole thing but did nothing to help me and told me they had no idea who the guy was. If that was the case, then how did this individual have clearance to even be in that section? Why did we pay $1500.00 dollars for this type of security? Earlier in the day a little boy left the section and went down on the main floor to try and catch a t-shirt being thrown from the stage and was escorted back by a uniformed police officer, but people were being allowed to rob ** in our VIP section where we had to fend for ourselves. So a little boy catching a free t-shirt is a high priority target, but people that pay hundreds of dollars for merchandise and safety are neglected? I spoke with a female manager that told me they had cameras they could look at. She and her boss gave me a weak apology and sent me on my way as if this did not matter and was beneath them. Sad situation to say the least. I sent this information to On Location and the ***. ***********************, Manager of ***** Services emailed me back and told me he would investigate this with the local ** team. That was on 4/29 and weve heard nothing. He has since stopped answering emails. Avoid doing business with a company who lets their own people pray on the patrons who they overcharge and under deliver to. The stools the provided were also subpar for a VIP area.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Thank you for your purchase. Your confirmation number is ********. Please keep this number for future reference. If you need the assistance of ************* please visit our AXS.com Support page.Order Date:29 Jul 2021 Approval Auth Number:****** Reference Number:********* Ticket details for The Black Crowes - Twice as Hard *** Tour Package scheduled on 8/30/2021 8:00:00 PM i purchased the *** tickets for the Black Crowes in ******** ********. A friend and I traveled there from ********** ********** for the experience. We showed up where we were supposed to pick up our merchandise and could not find the place. We confirmed with event staff that we were in the correct place. When staff asked the person in charge of the area where Future Beat is they said that they had already left. We looked for them for over and hour before we were told they left. I have screen shots of when I tried to text them (6:18 p.m.) and one of the notice that they would be there till 7:30 p.m. (this one has 7:20 p.m. as the time).When I returned to ********** I contacted customer service thinking they had an emergency or it was a mix-up. They told me basically that I was out of luck as they don't ship merchandise and they said that they were there (of course they would). I did some research and discovered that On Location owns Future Beat and filed a complaint there. I was told the same but the agent offered to send me some other trinkets in its place. I declined as it was not what I purchased and this was entirely on Future Beat as they were not at the location stated until the time they said they would be. I am asking for either 1) the items we purchased or 2) a refund for the *** packages to resolve this issue.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is regarding a CID event PITS. An event in ****** that we got given the option to request a refund which I took. Due to serious COVID concerns. Tixr was the payment processer and says that CID must approve payments and refunds will be coming. CID is now ignoring all emails and shut down the phone system. Then I got an email stating no refunds would be issued. Then another saying up to 90 days for refunds, my one roommate ************************* whom I owe money back to since we cancelled has terminal cancer and purchased another package as she wanted to go she is dying anyway in her words and she needs the money and honestly most likely will not be alive in 90 days. So an expedited refund is in order given this case. My bank told me to file a dispute with the BBB as these payments started in April. I am attaching all documentation. And I have been a long time supporter of CID and am baffled at the handling of this. I pray this is not a super spreader event where friends of mine die at your hands. I am just thankful I was given an out, that now it seems now CID is changing there mind on and only giving prompt 5-7 day refunds to those who cancelled and then bought another package which my roommate did so, yet she needs my refund money. Please I just ask for a very prompt refund so I can pay my dying roommate what I owe her for her share of the room, and I can get my money back also. Even the band Dead and Company has posted on ******** refunds are issued, and my room was resold yet I cannot get a refund? Please help resolve this quickly. I beg of you. I would never take to the BBB if you did not shut down your phone system, and emails are automated and after 17 ticket requests for help I have yet to get a reply! I just ask for a quick refund for both my ticket and my merchandise since I will not be in attendance.

  Customer response

  02/15/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by On Location Events, LLC regarding complaint ID ******** since I filed it all previous communication is attached.
  
  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. ↩