ComplaintsforNashville Soccer Club

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Still waiting on refund for covid season tickets that were not used. the club constantly told me I was not eligible to get this. I was an avid early supporter and when I was unable to attend due to covid. This has been an ongoing issue, never once did the club apologize or offer a refund even though every game that went by I was losing season ticket money. finally to stop losing season ticket money from games I could not attend due to covid they put my money into a credit to be used for future games. I never wanted this and was harassed into accepting this or lose all money owed. please help resolve this issue.

  Business response

  10/10/2022

  The amount being referred to by our customer is a credit from our 2020 season that was impacted by COVID.
  
  All of our customers who purchased tickets to games in our 2020 season were informed multiple times that they could either use their tickets and attend the games for which they purchased the tickets or be given a credit equal to the value of the tickets they purchased that could be used to purchase tickets for a future season.
  
  The customer was informed by multiple individuals within the organization how he could use this credit which he acknowledged his understanding of multiple times and which he is still able to use for tickets for any of our future games.

  Customer response

  10/17/2022

  ***Document Attached***
  Below are examples of refunds given for the season when covid affected games. proof that the club gave the option and paid out after fans complained. I have not however received anything. and was NEVER given the option.
  please refund the money you have holding from me for 2 years.
  I have lost all trust and have no respect for your club in any way for the way you treat fans this way. I paid hard earned money for a experience I was never given.
  See Attachment/File: Screen Shot 2022-10-17 at 9.07.14 PM

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/10) */ The amount being referred to by our customer is a credit from our 2020 season that was impacted by COVID. All of our customers who purchased tickets to games in our 2020 season were informed multiple times that they could either use their tickets and attend the games for which they purchased the tickets or be given a credit equal to the value of the tickets they purchased that could be used to purchase tickets for a future season. The customer was informed by multiple individuals within the organization how he could use this credit which he acknowledged his understanding of multiple times and which he is still able to use for tickets for any of our future games.

  Business response

  10/19/2022

  The refunds provided to other customers that this customer is referring to was for games that were cancelled as a result of the ******19 pandemic.
  
  However, the games that this customer wants a refund for were for games that took place outdoors while social distancing which we have not issued any refunds for if customers chose not to attend. Instead, we have offered credit for tickets to future games if a customer chose not to attend these games which we continue to offer this customer.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had canceled my season tickets due to financial reasons, I was told my credit could only be used to buy other ticket plans. Then a pandemic happened, and I was told a refund due to ******** concerns was unavailable. Now, I am unable to contact anyone regarding my $***+ credits or the possibility of them changing their mind and doing the right thing to issue a refund.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/04) */ We take all complaints about our services seriously and strive to ensure the best experience for all of our members. All members who held tickets related to canceled matches as a result of the ******** pandemic were issued a form to select a preferred option of either a) a cash refund or b) a credit of the value accrued to be used for future matches. The member chose option b), and we have honored that commitment to providing the credit value ($****** to be exact) for matches that took place in 2021 and we also continue to honor the commitment to providing credit value for matches in 2022. Our ticket member reps have communicated with the member several times to assist in utilizing the credit. We look forward to being able to provide services to the individual at future scheduled matches. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can assure you with confidence, at no point was I offered a cash refund. I really hope they are just mistaken, and would not lie about such a thing. I asked for a refund from the beginning, and have repeatedly requested a refund since. My requests have consistently been brushed off or ignored without response. I have not received a response from Nashville ** or any of their employees since April 15th 2021, when they continued to tell me that my only option was a credit, and no refunds were available. Even their website says they have a strict no refund policy. I can assure you I had never been offered a refund, because I would have immediately accepted, as that was my original request. I'm not sure why I'm stuck in this back and forth and poor customer service experience. All I want is what I am owed, and the way I've been treated by customer service has been consistently unfair and disrespectful. They dangle the carrot of further deadlines in hopes I would just give up and let them keep my money. "..you can use your credit for partial season ticket plans... we do not have current plans of having partial season tickets, keep an eye out!" Enough of this, please do the right thing and let us both part ways and make the logical, ethical business decision to refund my money. Business Response /* (4000, 9, 2022/03/16) */ We sent a form to all members with tickets purchased to matches cancelled due to the********* pandemic that asked if they would prefer a refund or would prefer to use their payment for future matches. We understand that this member may not have received the form, so have now issued the member a refund. Consumer Response /* (2000, 11, 2022/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received my refund and apology and I'm completely satisfied. I really do appreciate that Nashville SC ultimately decided to do the right thing as well as apologize for not doing so sooner. While it is a shame that I was waiting since 2019, I am happy and hold no hard feelings. I am excited to make it to a game or two this season, thank you!

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