ComplaintsforBilly Bobs of Texas

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sep 9, 2022 I opened an email I received from Billy Bobs for a concert to *********************** it provided 2 dates Sep 9 and Sep 10. I was driving back from S. Tx from a funeral. I chose Sep 10 to go to concert. I purchased my tickets didnt look at email because I am positive I chose the 10th as I stated on email it had both dates to choose from and I clicked on the 10th. The only thing I kept doing was changing seats. My husband and I arrived at Billy Bobs the next day only to find out tickets were for the 9th. ****** the manager was not helpful at all I purchased these tickets for 200 each and as there was still seats available we would have paid the additional 33 per seat but not the 233 we told her she could check our tickets were not used. She stated it wasnt her fault and I stated I am positive I chose the 10th, but she wouldnt compromise. I have emailed Billy Bobs twice with no response. I called again and no assistance. They have not reached out to assist me at all. There is no way I would have clicked on 9th as I was driving from out of town.

  Business response

  10/05/2022

  ****** did try to help this guest. They bought online and bought for the Friday show. ****** generously offered them complimentary General Admission for Saturday as a gesture of good will. Once her tickets from Friday had passed, they had no value on Saturday. 

   

  >MT

  Customer response

  10/05/2022

  Complaint: 18157891
  
  I am rejecting this response because:general admission is not what I paid for. They could validate my tickets were not used. Seats were still available I could have paid the difference of the 233 dollar tickets since I paid 200 per ticket. As I stated I chose the 10th why is it so hard to believe that their website could have made that error. I emailed them two times and it took me having to report them to the BBB for them to finally respond. This is unacceptable. I will not lose 444 dollars for what I believe is their error. They chose to blame the customer and I know I clicked on the 10th. They need to make it right and I just want my money back. ****** was condescending and proceeded to argue with me on social media. She lacks empathy and professionalism. 
  
  Regards,
  
  ***********************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our ********************************************************************* They said if an adult was there with her she could get in. My daughter has had a very hard and stressful year. She was looking forward to this concert so much. Me and her dad took off work, drove 6 hours one way, etc we were away from her for just a moment and staff found her, escorted her out but did so rudely and aggressively. She was not doing anything wrong and she was with her adult boyfriend. They just got too hot and needed to walk for a minuteshe told that staff that her parents were right there and that she just needed to call. They said she could call from over here then walked them outside slammed the door and cursed at hermy daughter and her boyfriend are good kids..very respectfulthey did not deserve to be treated that way. When We met them outside, they were very upset, we tried to get back in but staff were extremely rude and refused to even listen to our side of the story. They were escorted to a side door that was fairly dark. I feel like it was an unsafe place to be forced to. They also accused her boyfriend of trying to scrub off his xhe did no such thing but washing hands these days is kind of a big deal and his x looked a little faded after hand washingmy **** faded too when I washed my hands. The staff was way too rude to these kids. I want reimbursement for the investment we made in their business. They were abusive and misleadingthey caused unnecessary harm to my daughter. If you stand at a bar long enough you will also see that they sell alcohol to minors.

  Business response

  04/28/2022

  First of all sorry for your situation. We are not normally in the business of asking our guests to leave. Unless there is just cause. I am in the get em in door business, not the throw em out of the building business. Can you describe who asked this person to leave? We normally don't ask anyone to leave unless it is the final option. Our staff is usually courteous and helpful even if we have to ask people to leave. We have Fort Worth PD here working and they are normally helpful if there is an additional problem. If you could give me approx time and any sort of description of who, from BBT was out of line, I will investigate.  There are 2 sides to all stories and I will work to find out any details of your situation if I can narrow it down some. I have 250 staff and I know them all pretty well, so if there needs to be coaching, I will work with that as welll. All of our staff wear name badges, so they are normally easily identifiable. 

  Please reply and I will work to find amends.

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

  Customer response

  04/28/2022

  Complaint: 17101122
  
  I am rejecting this response because:The business is asking for more details.

  We do not have the names of people.  I do know it was around 11:30. 100% sure throwing out these kids was not the last option. I do know that when we (parents) met up with them we came back in to try to finish the concert the  door staff was extremely rude, refused to let us back in but worst of all refused to hear us out and I believe a manager came on the radio and said dont let them in.

  The person that escorted them out was mad because the x had faded.

  If you would of tried everything before kicking them out they would of talked with us and explained their concerns. all you had to do in that situation was call us; we were right there just step away for aa dance that we didnt even get to finish because we got the call from our daughter that was very upset saying they were escorted out. Instead staff said you can call them from here and led them outside. That was misleading and out right harmfulthey had no interest in working out all measures like you mentioned  is your policy. I am sure there is another side to the story but the facts of our story make the way your staff treated my daughter and her boyfriend unacceptable.

  The next thing that you could of done better is heard us out when we went back to the entrance but they were rude to say the least. 
  I would really like to be refunded for our entire expense. Giving your staff some growth opportunities is not enough for me. 

   

  We invested a lot if time and money to go tk that concert.  We took off work as well because we had to drive several hours to make it all happen. 
  
  Regards,
  
  ***********************

  Business response

  04/29/2022

  I am not willing to offer a refund due lack of both sides of knowledge about the event that caused the ejection. 

  I feel confident that my team has been coached in how to handle these types of situations. We host 120+ shows/yr and don't single out a single person from a crowd of **** without cause.

  If my team was less than considerate in a bad situation, I apologize, they are all really great people but not perfect.

  We have no reason to get mad or upset about an X on a kids hand. This is a business and not personal at all.

  No answer I write here will make up for your lost night for whatever reason. 

  I would be willing to offer tix to a future show as a gesture of goodwill.

   

  >>MT

  Customer response

  05/02/2022

  Complaint: 17101122
  
  I am rejecting this response because: it is unacceptable that you would allow your staff to treat kids this way, Your door staff know the person, your manager knows the person, you likely have cameras up.  
  

  I agree your staff should not have said show me your hands, get the f*** out; your done.  

  Youre staff stole a special night from us and wasted a significant amount of our money and harassed a minor.

  It is a shame that you would lie and say your party does not know. THEY KNOW.  I tried to talk with them So we could finish the concert and they were incredibly rude...the manager knows and would not even come talk with us.
  

  Not being perfect staff and the harassment and loss we endeared that night are two different categories, You are encouraging this behavior and that is why they did this to people that did not deserve it because they knew they would get away with it. 

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

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I had tickets to see *************************** at Billy Bobs Texas for December 31 and unfortunately a few days prior to that we both were diagnosed with Covid we had positive test results and obviously we were not able to attend Ive tried multiple attempts to get a refund for my tickets because I know there was policies for that but I was told last that because I did not do it within 24 hours of the show that I could not get a refund through Billy Bobs Texas which I think is completely ludicrous because when someone is battling Covid they are not exactly well and able to possibly conduct business within 24 hours as a matter fact I was very sick from it all I want is my refund for my amount paid because we were very devastated that we could not go but we knew legally and Morally we could not attend that concert with having Covid. We did not have a choice and we do not think its fair that there was a timeline on that when I have repeatedly reached out to Billy Bobs and AXS so they use for their tickets and got nowhere.

  Business response

  04/22/2022

  I have spoken to ******* and I think this is now resolved.

  I have invited her to come back and see the same artist here in October. 

  I have also coached my staff for the proper responses to these situations and feel that it is clear with all of my team.

   

  See you in a few months *******...

   

  >>MT

   

   

  Customer response

  04/25/2022

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday, January 15, 2022- my husband and I attended a concert at Billy ****** We first were given the incorrect bands to get into the premium pit that we paid for. So, we stood in line for 2 hours only to have to go back and get new bands. At that time the Asst. *** was extremely helpful. Approx 30/45 minutes after the concert started, my husband was attacked by a man who came running at him from our right side. The man was yelling, "you don't talk to ladies that way", took a swing at my husband; my husband did defend himself. This was unprovoked. My husband held the man off of him and walked away - to inform Billy ***** staff and security. Our complaint: the onsite police man and staff refused to go to the area to identify the man, when they asked if we wanted to press charges and we said yes - they told us it would take a lot of time to get a unit there and again asked if we could identify the man - we said yes - and again they refused to go the area to identify the man. They also told us that if my husband went back to the area and the fight broke out again (because my husband told them he guessed it would have been better for him to handle it himself) they told him it would then be retaliation. The head of security, *****, even went so far as to "agree" with my husband's "frustration" but that there was nothing they could do, but he did say if my husband beat the man outside he would be ok with that and then offered us a beer. We missed 3/4 of the concert and our premium we paid for. I have since talked with *********************** the ** and he has my husband's phone number but he has yet to call. ***** offered for us to pick a concert but that he couldn't refund us as "*************** has that money." He has admitted we should have been able to identify the man and press charges and that to encourage us to "fight outside" and offering us beer when we were denied assistance was wrong. The safety of their customers does not matter.

  Business response

  02/21/2022

  First of all, thank you for what you do, I know its got to be a grind listening to complaints all day.

  I will do my best to offer our side of this situation. 

  I have worked for *** for 26+yrs and Team *** is usually able to find a resolution to most all complaints: I am not really sure of the last time BBB has had to reach out to me in this format, so I assume that no one has taken this route to complain or we are doing a good job of executing our procedures to make sure our guests have the best Honky Tonk experience they can. 

   

  This particular situation, I was not directly involved in but I have spoken to those that were.

   

  We were working a Sold Out night and it was a *********** crowd with ***************, he did not disappoint as he had a great show, sorry the guest missed most of it over this situation. We had the show in a Pit format, meaning no tables and chairs, just a room full of people. Our capacity precovid was ****. Our capacity for this show was ****, it was sold out, but not an ****** packed house. The areas closest to the stage do get packed for obvious reasons, so to try and identify and process where a person was and to corroborate stories about who pushed who first is a little difficult. This guest could have easily found another place to watch the show from in our massive facility. We sure don't condone violence of any kind, but when it gets down to it, it turns into a finger pointing session that we try to help clear up.

   

  Our off duty uniformed FW police officer is there working to help us resolve situations. He is not there to issue citations or be judge nor jury on *** situations. Not sure of exactly what actually happened other than this one side that has been told to our team. We do deal with altercation resolutions as they arise and usually the crowd will quickly point out who is the problem actor, that is ruining the event for others and we act appropriately. 

   

  If we offered the guest a drink, it is our way of offering up a simple olive branch and hope that they can just walk away and find a way to avoid any future problems. I have solved a lot of problems over the years by offering up a cocktail.

   

  I did personally speak to the guest over the phone and did listen to the entire recollection of the situation from their point of view. After speaking with the *** staff that was involved, had I been the manager on site, I would have handled it virtually the same way. The staff at *** has proven time and time again over our 40yrs that our management style has worked as we have a lot of repeat business. We are always open and available to work thru most any situation, but it seems like this one really wants to be heard. They have mailed letters to several of our owners home addresses and now a BBB claim.

   

  We pay our artists on the day of the event, so when the artist leaves, so does the money. We do not offer post show refunds ever. I did offer the guest to come back as a personal complimentary guest of mine to a future show of their choice as a sign of goodwill. I do not have her husband's number, but *****, our **************** Mgr did reach out digitally to him on 2 different occasions. 

   

  I hope this helps and I would still offer up tickets to a future show if they want to come?

   

  >>>MT

  Customer response

  02/21/2022

   **************** was not even at Billy Bobs the night of the concert.  If he says he is ok with his staff allowing a violent man to stay in the club and my husband and I should have moved to a different location to enjoy the concert - then that shows that he clearly has no compassion for the man that was assaulted in his club.  Lots of words trying to make me look bad and "never had this complaint before".  The is because what I have read in complaints before you and ***** offered free tickets to customers to make them happy.    An apology to my husband is due and we are requesting a refund of the night he was assaulted in your club and your staff refused to assist after asking him if he wanted to press charges.   Billy Bobs asked if we wanted to press charges, we said yes - and then we were offered a beer.   your managing members deserved to know that their staff do not have the best interest of their patrons but truly only care about Billy ***** reputation.   Your staff allowed a violent man to stay in the area we paid for and it clearly shows in your response that you did not care that after being assaulted my husband  could not go back to the area we paid premium to be in.  Your establishment is massive - ok?   We paid and we unable to watch due to your staff continuing to refuse to do what they initially asked - to press charges.  The fact that you do not accept responsibility and see the error in how this was handled isn't surprising.  As you are not truthful about not knowing my husband's number.  I have the email to Billy ***** with the number in the email.  The same email you told me you had when you told me you didn't need me to share his number with you again.  Then refused to contact him.     We would like a refund of our night.  This was told to ***** when he reached out to ME and he told me to contact you for a 3rd time.   

  I was upfront and honest with you on Monday, January 17 and told you my husband refuses to ever set foot in Billy ***** again after how he was treated by your staff.  My story hasn't changed and **************** should be ashamed of himself for being dishonest in many of the comments he responded to BBB.    

   

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

*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. ↩