Complaints

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:03/17/2024

  Type:Service or Repair 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.

  Intended to purchase concert tickets from a secure website This website came up and I inadvertently thought it was legitimate Purchased 4 tickets Then realized this was just a promise to get tickets I immediately contacted the Promoter who said to file a dispute with Amex which I am However they cannot do anything till the charge actually Posts I contacted the seller and they are unwilling to cancel the transaction even after I explained that I have documentation from the promoter Please assist Thank you

  Business Response

  Date: 03/27/2024

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket *********** Services ("TFS") does not sell tickets. Rather, it processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.    
  
  Once the customer selected the event they were interested in, *******************************, they navigated to the ticket listing page. The top of this page clearly notifies customers, We are a resale marketplace. Ticket prices may exceed face value. This site is not a primary ticket seller or box office.. After customers select the ticket listing they desire, they are directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. The customer was prompted to provide an email address and select a delivery method. After a delivery method is selected, the customer is able to see a complete itemized breakdown of the customers order including the price per ticket, all fees, and the total price of $8,769.02 was displayed in bold text on the right-hand side of the page. The customer is then able to input their payment and billing information. Please note that the itemized breakdown was fully disclosed before the customer was asked to enter any payment or billing information. Above this itemized breakdown, the customers are displayed the message, Please note: We are a secondary marketplace, not the primary seller. Ticket prices may exceed face value. Additionally, on top of the place order button it states By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. All sales are final. All prices are listed in US Dollars (USD). Customers are then prompted to select the Place Order", at which time their order was processed.  
  
  Due to the nature of the business on the secondary marketplace, TFS is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. Since the customers are purchasing tickets owned and listed by individual resellers, we must ensure that the policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.       
  
  Prior to receiving this claim the online marketplace thoroughly discussed this matter with the customer to address all of their concerns. Please note that the customer filed a financial dispute, which remains active. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed.   
  
   
  Regards,       
  Ticket *********** Services  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21445723
  
  I am rejecting this response because:

  1. There was no discussion as claimed in the last paragraph.

  2. This company was advertised as Ticketmaster (deceptive) . See attached photo of ticketmaster search, They have since removed themselves from advertising as Ticketmaster. 

  3. At the time they we were selling the real tickets were not even available yet. See attached letter from ******************************* promoter.

  Sincerely,
  

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

  Business Response

  Date: 04/03/2024

  Thank you for responding. Although the customer claims they did not speak to customer service regarding their concerns, please note that the records show that on 3/17/24 they contacted the online marketplace to discuss their order. Additionally, as a resale marketplace ****************** Services does not generate tickets, hold any inventory or is affiliated with the primary marketplace. This is clearly disclosed on the online marketplace website prior to purchase. All the customers are guaranteed to receive their tickets in time for their event. The customer was able to review the order details which include the itemized breakdown, which was located on the right side of the checkout under the section Order Summary. As the customer agreed to the terms the online marketplace must  abided by the terms, therefore we are unable to offer the customer compensation. If the customer has further questions regarding their claim, we encourage them to contact the customer service department. 
  
  
  Regards,     
  ****************** Services  

  Business Response

  Date: 04/03/2024

  Thank you for responding. Although the customer claims they did not speak to customer service regarding their concerns, please note that the records show that on 3/17/24 they contacted the online marketplace to discuss their order. Additionally, as a resale marketplace ****************** Services does not generate tickets, hold any inventory or is affiliated with the primary marketplace. This is clearly disclosed on the online marketplace website prior to purchase. All the customers are guaranteed to receive their tickets in time for their event. The customer was able to review the order details which include the itemized breakdown, which was located on the right side of the checkout under the section Order Summary. As the customer agreed to the terms the online marketplace must  abided by the terms, therefore we are unable to offer the customer compensation. If the customer has further questions regarding their claim, we encourage them to contact the customer service department. 
  
  
  Regards,     
  ****************** Services  

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21445723
  
  I am rejecting this response because:

  1. Website was marked as "Ticketmaster". Ticketmaster is the authorized ticket seller. False Advertising. See copy of web search. They have since relabeled. 

  2. On their site it is a copy of Ticketmaster. You pick out your seats and confirm them. 

  3. Person that spoke to them was my wife asking for a refund. They are providing a false narrative.

  4. After you purchase, they send you an email stating that you will receive tickets a few days before the event and seats are not guaranteed, and all sales are final.  This is not what we purchased. We chose seats at the purchase.

  5. Letter from promoter clearly shows this company does not have rights to seats that they were selling.

  This is clearly a scam. Advertising as Ticketmaster (which they are not). Taking huge sums and trying to buy tickets later. 

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

• Initial Complaint

  Date:06/08/2023

  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.

  Secure tickets is not answering my phone calls during their described "open hours" and they are not giving me an opportunity to receive a refund for the festival tickets I purchased. I bought secure ticket insurance to receive a refund in case something came up, and I am now facing that issue. I would like to be refunded for my insurance as well as the festival ticket cost.

  Business Response

  Date: 06/26/2023

  Thank you for reaching out to us at Ticket Fulfillment Services  we appreciate this opportunity to address the customer's concerns. However, upon further review it appears the information provided on this claim does not pertain to any order placed on our site. As such, we are unable to provide assistance at this time. We encourage them to review any correspondence they had with the company as well as their financial statement to ensure they contact the correct entity in relation to their concerns. If they maintain that the order was placed with us, we encourage them to provide a valid order number or contact our customer service department directly for further assistance. 
  
  Regards,
  Ticket Fulfillment Services
  

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair 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.

  My significant other passed away and therefore no longer can use these tickets purchased. I purchased the Secure Ticket protection on these tickets.

  Customer Answer

  Date: 05/08/2023

   
  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:10/19/2022

  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.

  They claim they sent me documentation stipulating the policy and reimbursement requirements, and I never received it. When I purchased insurance for my tickets the website gave the impression that I could return the tickets for any reason, not that I would have to provide any documentation, or submit sensitive medical documents to a shady company that I have never heard of.Now I'm trying to use the insurance I PAID for, and they require a doctors note, when I don't have either the time to see a doctor or the money to pay for one. I just want a refund on one of my tickets and the customer service agents are being obfuscating and intentionally vague in order to continue to scam people out of insurance they purchased in good faith.

  Business Response

  Date: 10/20/2022

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket *********** Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. Upon review of this claim it appears the information provided does not pertain to any order placed with TFS or an affiliate marketplace. TFS is not a ticket insurance company and does not service insurance claims through or for any resale marketplace. Please note that this complaint was sent to "Secure Tickets" rather than Ticket *********** Services. We encourage the customer to review any correspondence they had with the insurance or ticket company as well as their financial statement to ensure they contact the correct entity in relation to their concerns.
  
  Regards, 
  Ticket *********** Services