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Business Profile

Arena

TD Station

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Arena.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Product Issues
    Status:
    Resolved
    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 tickets to ***** ***** concert on August 30th, 2024. The concert was canceled due to illness of the singer and this was announced on September 5th. Refunds for online purchases were promised within a few business days. I have called TD station 4 times and they're trying to cast blame on the credit card companies but I truly don't think they have a refund system in place. There has been several complaints on there website regarding this and they're not addressing it in a timely manner. Its not a huge amount of money but it's the principal that this should have been refunded a long time ago and they're not taking any accountability for this. They tell you something different every time you call: the manager is looking into it, its the credit card companies fault regarding the delays or they even try to tell you the refund has been processed but it hasn't.

    Customer Answer

    Date: 04/11/2024

    Good day,

    Please see attached proof of purchase.  Please see the link below for proof of the concert being cancelled.   TD Station doesn't do any communication by email and you can only call them on Tuesday and Thursday at ********.  They've had numerous complaints on there ******** page regarding not refunding peoples money.


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

    Business Response

    Date: 08/11/2024

    It is very understandable why this customer is upset.  We had switched payment processors over the summer and there was a misunderstanding on our limits with the new payment processor.  With our old system there were no limits on refunds.  With the new company there was a limit for refunds of $5000.00 a day.  So, when we refunded all the transactions in the first couple of days after the cancellation, the first $5000.00 went through and the rest did not process.  We didn't realize there was an issue until people started calling.  At this point we still did not realize there was a limit.  So there was some back and forth with our ticketing system provider.  I then contacted our payment processor provider and was informed of the limit.  We requested an increase in our limit which had to go in for approval which took over a week. The limit has been increased to $20,000.00 per day.  The other issue we were facing was when people started calling saying they didn't receive their refund we tried putting them through again.  I then had to get a report from the payment processor and our Ticketing system to verify who actually did receive refunds and if they were refunded more than once.  The Box Office now has that information and has been refunding everyone.  This customers refund actually went through this morning.  The customer will be receiving a call from our Box Office as well.  This doesn't normally happen and the customer is understandably upset.  They were not the lone customer with this concern.  With some of the changes that were made and knowledge of our limits, this should not be an issue going forward.

    Customer Answer

    Date: 12/11/2024

     Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  My refund is showing on my credit card today.  I appreciate all your help in getting this resolved.

    Have a great day,

    ****

TD Station is NOT a BBB Accredited Business.

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