Complaints

This profile includes complaints for TicketLeader's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TicketLeader

  100 North Renfrew St Vancouver, BC V5K 3N7

• 

  TicketLeader

  2901 E Hastings St Vancouver, BC V5K 5J1

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:26/07/2023

  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.

  3 ******** season pass tickets were purchased Feb/18/2023. All 3 tickets were registered between May 16-May 18/2023. I was supposed to receive the tickets in the mail a few weeks later. Currently it is 07/25/2023 and have still not received my season passes.

  Business Response

  Date: 18/08/2023

  Hi *******,

  Sorry to hear about your experience thus far in the summer. We see some tickets on your account from booking some days prior to having the cards issued. We want to try and sort out your situation but also realize that the ******** season is about to end. 

  If you are able to give us an update since your last communication that would be great.

  Thank you,

  *******

  Ticketleader, *********** Manager

• Initial Complaint

  Date:20/07/2023

  Type:Billing 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 hope this finds you well. I am writing to file a formal complaint and request a full ticket refund regarding the pricing practices of Ticketleader for the ******************* concert. I recently discovered that there was a significant markup in ticket prices, which I find to be unreasonable and misleading.According to the promotional material for the ******************* concert, the highest advertised ticket price was CAD680. However, when I purchased tickets through Ticketleader, I realized that the actual price per ticket was CAD714, with an additional service fee of $68.95. This brought the total cost of each ticket to CAD ******, which is CAD ****** higher than the advertised price. Unfortunately, at the time of purchase, I failed to notice the substantial price difference, and as a result, I bought four tickets, incurring an additional cost of CAD *****. (Please see the attached files for more details.)I believe that such a significant markup in ticket prices is unjust and goes against fair business practices. Therefore, I am requesting your assistance in obtaining a full refund for all the tickets I purchased. I kindly request your intervention in the refund for the tickets.I sincerely apologize for any inconvenience caused, and I greatly appreciate your involvement in resolving this issue. I kindly request that you communicate with Ticketleader on my behalf to expedite the ticket refund process and ensure that necessary measures are taken to prevent similar occurrences in the future.Thank you for your attention to this matter. I eagerly await your prompt assistance and a resolution that upholds consumer rights and fairness in ticket pricing.

  Business Response

  Date: 26/07/2023

  HI there,

   

  Thank you for reaching out. As can be seen from the screenshots the ticket fees were listed when selecting the seats and would also have shown prior to confirming the purchase. I'm not sure what else could be done to be forthcoming with the fees. Our company is well aware that ticketing fees are an important piece of the ticket buying process. These fees are necessary as they help with the overhead involved in running an event. The ticketing platform, staffing and technology needs among other things are sustained by these fees. If you perform an analysis, our fees are actually lower than the industry average. This show for example is under 10%. We appreciate that the fees may seem high as it is generally relative to the ticket price, which is set by the promoter and not by our company as the venue/ticket company. The screenshot of the highest advertised price is from the promoter's website and that is how they chose to market the ticket prices, before the fees. We work with the promoter of our shows to ensure transparency but we cannot always guarantee the marketed prices is consistent.

  As the customer would have had to "check" the box to agree to our terms and conditions, which explicitly states "Ticket is not redeemable for cash. Tickets are non-refundable, may not be resold, and will not be replaced if expired, destroyed, lost or stolen.". Therefore we hope to consider this matter closed.

  Regards,

  *******

  Call Center Supervisor - Ticketleader

   

  Customer Answer

  Date: 27/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: 
  While you mentioned that the ticket fees were displayed when selecting seats and before confirming the purchase, I still believe that the total cost, including fees, was not made adequately transparent. The prominence of the ticket fees during the purchasing process was not clear, leading to a lack of awareness on my part of the overall cost until after the transaction was completed. This lack of transparency has left me feeling misled and dissatisfied with the purchasing experience.
  While I understand that ticketing fees are necessary to cover event overheads, I feel that the fees charged for this specific event were disproportionately high compared to the ticket price. It is essential for customers to have a clear understanding of the full cost before making a purchase decision.
  Regarding your claim that the fees are lower than the industry average, I would appreciate if you could provide a detailed breakdown of the fees for this event, along with a comparison to the industry average. This information would allow me to better understand the cost structure and make an informed judgment.
  As for the disclaimer in your terms and conditions, I acknowledge that customers are required to agree to them before making a purchase. However, I still believe that it is within my rights as a consumer to express my dissatisfaction and request a refund based on the lack of transparency in the pricing process.
  I understand that the ticket prices were set by the promoter, but I believe it is the responsibility of the ticketing company to ensure that customers are fully aware of all associated costs before completing a purchase.
  Given the circumstances, I kindly request that you reconsider your position and proceed with the refund for my ticket purchase. I value fair and transparent business practices and would appreciate your company's commitment to providing a positive customer experience.
  I look forward to hearing back from you with a favorable resolution to this matter. Thank you for your understanding.
  
  Sincerely,
  
  *********

  Business Response

  Date: 08/08/2023

  Hi there,

  Thank you for the response.

  The cost of the ticket was listed upfront when choosing the tickets and again on the cart page where it breaks down the total and shows the fees. As per the screenshots attached.

  There are no hidden fees and we are not in a position as the ticketing company to offer a refund due to our agreement with the promoter.

  The promoter of the show decides the ticketing policy and that is a very strict no refund policy. We must maintain that standard as it is also our company policy that there are no refunds. 

  As for the service fees. Those are generally split between the promoter and the ticketing company. The portion of fees we keep helps us to provide our clients with software, equipment, services and support to manage their tickets and box office, and provide the sales network used by clients to distribute tickets to fans.

  It is unfortunate that you are in this situation but we are unable to remedy it further.

  Thank you.

  Ticketleader

   

  Customer Answer

  Date: 18/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Ticketleader Customer Service,
  
  I hope this email finds you well. I appreciate your prompt response to my previous inquiry regarding the ticket pricing for the ******************* concert. However, I would like to provide additional information and concerns that I believe warrant further consideration and a fair resolution.
  
  While I understand your explanation regarding the ticket cost breakdown and the agreement with the promoter, I must emphasize that the significant ticket price markup of $100 per ticket is a matter of great concern. The advertised highest ticket price was $680, yet the actual cost per ticket was $782.95, representing a ****% increase. This substantial difference between the advertised price and the actual price is both misleading and unfair to consumers like myself.
  
  Furthermore, I would like to address the issue of seating allocation during the ticket purchasing process. ** *** **** ** ** ********* **** ************ ********* **** ********* ******* *** ******** ****** ******* ** *** ******** ** ***** *****. Subsequently, better front-row seats were released on the website. This practice, in my view, creates an unfair disadvantage for consumers who make early purchases. As a result, we are now left with rear-row seats while front-row seats are still available for purchase.
  
  * ***** **** ** **** * ********** **** * ******* ********* ** *** ******************* ******* ** ******** ***** ************* ******* ********* ******** ***** * ******* ********** ******** ************ ************ * **** ***************** ******** ** ******** ********* ** ****** ***** ***** ** ********** ********* ********** ** ********* ************** ****** ** *** ******** **** ******* *** **** ** ************ *** ***********
  
  Considering the circumstances mentioned above, I kindly request a reconsideration of my request for a full ticket refund or, alternatively, assistance in relocating us to front-row seats of equivalent value. I understand your company's policies and commitments, but I believe that a compassionate and customer-focused approach can contribute significantly to customer satisfaction and trust.
  
  I appreciate your attention to this matter and look forward to your favorable response. Your assistance in resolving this issue in a fair and satisfactory manner would be greatly appreciated.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:17/07/2023

  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.

  Date of Transaction: July 14, 2023 Purchase Price: $1,569.65 Business commitment to me: I purchased 2 tickets to ********************* concert in September 2023 Dispute: when the tickets were released for sale, I had selected the seats that I wanted. After choosing the seats, I had assumed they were the ones that Ive chosen when i moved to the checkout page but they were not and at the checkout page there wasnt a place for me to double check plus there was a countdown that pressures you to make the purchase immediately. When I received the confirmation, I realized my seats were 15 rows behind the ones that Ive selected. I called Ticket Leader and inform them of the issue almost immediately. They admitted that their website has glitch issues and wont be able to issue a refund due to the vendor explicitly stated that no refunds are allowed. I told them that this isnt my issue as the tickets at row 8 are the same price as the tickets that I had receive for row 23, why in the world would I pay for them. And the solution specialist had explicitly admitted that this glitch is known on their website, typically they could issue a refund but because of the vendors say so they cant, even though they know its their problem.Ticket Leader has not even attempted to resolve the issue but rather they just informed me that even though they know their website has issues, they cant do anything about it.

  Business Response

  Date: 20/07/2023

  Hi there,

  
  We have reviewed this complaint. The customer claims to have had seats in their cart for row 8 on the floor; however, we can confirm that no seats in row 8 were every available to the public since prior to the on-sale. Those tickets, therefore would never have been able to be booked. The website does indicate to review your order to ensure you have the right seats in your cart and provides a timer of 10 minutes to go over this information. The information given by the phone agent about a glitch causing this would be inaccurate; they were likely trying to sympathize with the customer as they would not be privy to exactly which seats/rows were on sale when the event went on-sale.

  Further, the ticketing manager approved an exchange for the customer to help him select different seats than the ones he believed were "wrong". Typically we do not allow exchanges on concert tickets.

  Considering the seats claiming to have been in the customer's cart were never available to be booked; we would hope that we can consider this matter closed.

  Thank you,

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

  Manager, ************* Ticketleader

• Initial Complaint

  Date:21/02/2023

  Type:Service or Repair 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.

  The ***** Concert was scheduled for Sept. 24, 2021. Due to COVID was rescheduled to April 10, 2022. I received an email dated September 17th, 2021 from TicketLeader*** indicating if I could not attend that i had only 30 days to obtain a refund. I intended on attending, and there was no email from TicketLeader after this date. I was notified by Facebook - who I follow ***** on and has nothing to do with my purcahse.
  
  screenshots attached.

• Initial Complaint

  Date:16/12/2022

  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 concert tickets in 2020. The concert was delayed due to public safety and health reasons to March 2023. In October of 2022 the band canceled the concert and I was contacted by ticket leader about receiving a refund. In October i was told to wait for the refund because it was coming and in November i was advised the refund went to an expired card. I contacted my bank and was advised they cannot see the payment being sent to my account (new or old cards) and that i would need to work with the venue. I have called and spoke with a manager Jessica who said if the money was not deposited in 2 weeks that she will have a check cut. I have since called Jessica several times to let her know that the money has not been returned and I am told she is in a meeting or will call. back. I just spoke with another manager by the name of sheldon ***** ******** who said he will be in contact with me. He states that many of the concert goers are reporting a similar situation. I have attached my receipt, emails to them and my return confirmation number is ********. Please help me get a refund on these concert tickets. Thank you

• Initial Complaint

  Date:07/12/2022

  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.

  I bought tickets to **** ******* *** ******* concert taking place on March 11 2023. The concert was cancelled.
  I still have not gotten a refund. According to Ticket leader , they tried to process my refund on October 12 2022
  to my credit card I used for purchase. It was unsuccessful. Again they told me November 9 2022 that the refund was wired to my credit card. Again I never got a refund. I have been in contact with the manager who keeps giving me the same old crap story that it is someone else giving the refund and he is trying to do something about it. They owe me $1,193.99. This has gone on for months. I have supporting documents but can only be fowarded emailed

  Business Response

  Date: 19/12/2022

  Hi there,
  
  We are working on this resolution for the customer with our finance department. The payment processing software that we use indicates that the money has been refunded but the client's bank have not received the funds. This case has been escalated to our finance department to determine where the funds are currently and the best course of action to indemnify the client. We will reach out to the customer as soon as possible with a solution to get them their funds back. We anticipate having a further update to the client within 48 hours.

   

  Thank you,

  Sheldon A********

  Manager, Call Center - Ticketleader

  Customer Answer

  Date: 20/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already been told this in October, November, and December. They keep saying they dont know where the funds are
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/01/2023

  Hi there,

   

  We spoke to the customer on December 23rd to inform that we will issue a cheque for the full refund amount. The cheque was issues and picked up by the customer on Dec 29th. The customer should be able to confirm this.

   

  Please let us know if there are any further questions.

   

  Thanks!

  Sheldon

  Ticketleader

  Customer Answer

  Date: 05/01/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:24/10/2022

  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.

  Bought tickets to a music festival. 4 of the performers didn't show up and 2 where headliners. We were told at the event there would be a partial refund I have emailed 6 times and called twice to get a resolution but to no avail

  Business Response

  Date: 17/11/2022

  Hi,

   

  We issued the refund to the customer on November 10th.

  As this was the reason for the complaint we hope we can consider this matter closed.

  Let us know if anything further is required from us.

  Thanks!

  Customer Answer

  Date: 17/11/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:15/09/2022

  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.

  ****** ***** ********* ***** ******** **************** **** ********** *********** **** ******* ********* *********** ***** ************ ****** ** *********** ******* **** ****** *********** ***** ********** ******* ***** **********
  
  I did not cancel the ticket as it was nonrefundable, but it did not go to use.
  The three main issues were:
  
  1. Upon purchasing the general admission rides pass, there was not clear information stating that in addition a person needs to purchase the general admission to the *** itself as well.
  2. The general admission pass was also not clear on what rides you can use it on on the website. It should be called a children's pass, as it was only valid on select children's rides.
  3. Also not clear direction on what to do with mobile passes upon entering ***, as you have to exchange it for a wristband.
  
  The lack of information, misleading titles, and lack of direction or signage lead to wasting time in lines where the operators denied us due to not having wristband, and then not having the 'thriller rides pass'. For this reason I am disputing the tickets.

  Business Response

  Date: 20/09/2022

  This year to better enhance the experience for guests we combined the ability to purchase both Admission Passes and Ride Pass in the same transaction by selecting the ticket type for each option (Admission Passes - General, Youth, Child and Senior tickets, Ride Passes Thrill Seeker and Fun Pass).  In the information section at the top of each event date there was a note saying all ride passes require an admission pass as well as a brief description of each ticket type and where to go to find additional information should further assistance be required.

   

  On the day of the event, although we were sold out of Ride Passes all interior Ride Booths and Guest Experience booths were able to upgrade tickets from a Fun Pass to a Thrill Seeker pass for and additional $12,

   

  Guests who purchased tickets should have also received a Know Before You Go email outlining how to redeem your passes once you arrived at the Park.

   

  Thank you 

  Customer Answer

  Date: 20/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not receive a 'know before you go' e-mail. I also did not get any information on the outlined rides included in the 'general admission' and the 'thrill rides'. By the time I waited for 40 minutes in line for 1 ride, was denied because I only had the mobile ticket, and not the wristband. I then attained the wristband, and waited another 40 minutes then denied the ride because it was not 'thrills rides' it had taken up my entire evening and there was no point to upgrade my ticket. This rendered it useless. If I had received adequate information on several areas, it could have gone smoothly, and I would have been informed as a customer. 

  1. Why would they sell ride tickets without requiring an admission ticket purchase? You can't get in without it. 

  2. Why were there no signs saying you have to exchange mobile ticket for wristband?

  3. Why does it not outline what rides are included in 'general admission' rides pass. It is inherently deceiving as it does not include all 'general rides' and in face a very select few child rides.

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

  Business Response

  Date: 19/10/2022

  Hello **********

   

  please see below for the answers to your questions submitted.

   

  1. Why would
  they sell ride tickets without requiring an admission ticket purchase? You
  can't get in without it. 

  The
  ride pass and entrance admission are two separate entities and therefore are
  not one ticket. When purchasing online or at the gates it clearly notes an
  admission ticket is required separate from a rides pass (or concert pass- which
  is another separate entity). 

  
  2. Why were
  there no signs saying you have to exchange mobile ticket for wristband?

  
  There
  was were multiple 8 foot signs near the redemption booths indicating that “Ride
  Redemption Here” . 

  
  3.
  Why does it not outline what rides are included in 'general admission' rides
  pass. It is inherently deceiving as it does not include all 'general rides' and
  in face a very select few child rides.

  
  That was outlined on the PNE website under rides in three separate
  locations including the main page, the rides page and FAQ (I am not able to
  access all pages as we are now showcasing the PNE Winter Fair.  For the
  FAQ see here:  https://www.pne.ca/fair-faq/
  
  

  While I
  understand that you didn’t review the information provided on the
  website ahead of time, we did have 8500 guests per day for 15 days that were
  able to navigate the website, see the directional signage or in the case of
  having additional questions visited one of the 14 Ticket or Guest Services
  booths located around the site in order to enjoy the ride pass. 

   

  Regards,

  TicketLeader