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:11/01/2023

  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.

  I made a purchase for *** tickets on 8/21 and paid for the ticket protection. An agent i spoke too stated the meet and greet will occur an hour to an hour and a half before showtime which i planned for as I will be flying in from for this. A day before the concert I receive an email they the *** is going to occur 4! hours before the concert which was a last minute change I was not aware of. I've tried to contact them and they complete ghosted me. I am requesting a refund.

  Customer Answer

  Date: 11/12/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us We understand your concerns and appreciate you bringing this to our team's attention.  Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. We hope you'll give us an opportunity to serve you again, and we always welcome you to contact us directly if you need further assistance.

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising 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 paid over $400 for 3 VIP meet and greet packages that was to include a photo with the band, merch, early entry and meet and greet. We did not get the meet and greet or merch. We barely got a phone with the band minus the singer. We were rushed in and out so fast. I have been emailing about the merch and I get no response. This was a gift for my daughter. We drove 12 hrs round trip for nothing but disappointment.

  Customer Answer

  Date: 09/25/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us We understand your concerns and appreciate you bringing this to our team's attention.  Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. We hope you'll give us an opportunity to serve you again, and we always welcome you to contact us directly if you need further assistance.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I feel like you are not accepting responsibility for the neglect of customers. Many people save for a long time to be able to afford VIP experiences and the company does not deliver services as promised. Not only did the services not get rendered as promised but the time it took to response to questions was unacceptable. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 09/10/2024

  We are unable to find you in our system.  Please provide us information about your order so we can see what happened.

• Initial Complaint

  Date:05/24/2023

  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.

  I paid 225 for a concert that I have no tickets to. I tried contacting them about it and nothing this business is a scam and they will not release my tickets. It is the day of the concert and I have nothing. I just want my tickets or some way to access the concert I rightfully paid for.

  Business Response

  Date: 09/04/2024

  Unfortunately we offer VIP upgrades in some cases that DO NOT include tickets.  This is stated multiple times when checking out and customers must check a box to acknowledge this and that no refunds are given,

• Initial Complaint

  Date:05/15/2023

  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.

  I purchased a ticket for a show in ******, ***** on May 22nd last January. I decided to purchase another ticket for my daughter to go to the same show shortly after. Upon selecting the exact same show and and having a confirmation email sent, I discovered that not only was this not for the same show, it was for a different venue in *******, **. After emailing Sound Rink, Inc. a few times, their response stated the following: "We appreciate the email but there are no refunds unless the event is cancelled. You can transfer the ticket(s) to another name but there are no refunds." I've emailed them several times and keep receiving the same response. They will not answer the phone and refuse to return any of my messages. When I discovered that my Daughters ticket was incorrect literally 2 minutes after purchasing it, immediately tried to contact them and only received the response Ive indicated above. I couldnt even get them to explain what they meant by Transfer tickets to another name. In addition, the ticket Ive purchased for my daughter has been removed from my order listing under my Sound Rink account. I no longer wish to go to this concert as I feel taken advantage of and Im extremely concerned that after making the long drive from my home to the venue that the ticket will be invalid. I would like a full refund for both tickets and nothing else further from this company.Thank you,

  Business Response

  Date: 09/04/2024

  We're sorry for the issue however once a ticket is purchased the venue is then paid for the ticket.  The reason we couldn't refund at that time was because we had already paid the venue for the ticket you purchased and our policies state all sales are final.  In the event we haven't paid the venue out we are able to make a change.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As originally stated, I noticed the purchase error immediately. In fact, Im very confident that this was not an error on my part and was most certainly caused by their subpar purchasing platform. However, my repeated attempts to contact this broker from my personal phone after sending them several messages through their platform and not receiving anything other than information regarding their policy during and within their normal business hours was suspiciously impossible. Seems plausible since I had to use my personal phone number to create an account with them in the first place and Im sure they really didnt want to speak with another one of their irate and unhappy customers. I was finally able to make contact with them after calling several more times from a different phone number days later.

  I find it very hard to believe that this broker is in business and or legitimate when they continue to provide consumers with this type of service. Honest mistakes happen sometimes, even when it is no fault of your own. In addition, Im really skeptical on the fact that this broker  states that due to their policy, they couldnt or wouldnt provide a refund because they had already purchased the ticket from the venue and would then be unable to resell the ticket to another purchaser. I have found several complaints and negative reviews about this broker online. But dont take my word for it, look them up for yourself.
  

  So unfortunately, I paid for a ticket that I absolutely couldnt use because I failed to do my due diligence in researching this broker prior to purchasing my tickets. The point is, the error was discovered almost simultaneously as the ticket was purchased. Requesting a refund hours, days, weeks or months later due to an extenuating circumstance is quite different from requesting a refund due to the brokers substandard platform causing the error literally moments after the fact. 
  

  Needless to say, I would like a full refund for the cost of my unused purchase. If the broker is willing to compensate me for my inconvenience due to their own negligence, I would be grateful and satisfied. However, I highly doubt this company will provide me with a refund because they could care less about me or any of their consumers. I also feel certain that they will continue to practice predatory ticket brokering for as long as they can bilk their customers for very dime possible. Anything to make a **** I guess.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 09/10/2024

  Looking at this further, you have been refunded back over a year ago.  I have provided a screenshot from our processor

   

• Initial Complaint

  Date:04/27/2023

  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.

  *** ticket price for DreamTheater concert canceled at Covid-19 not refunded.[process]1 :Purchased *** tickets (the right to speak directly with the band members) for DreamTheater's concert in ***** in May 2020. (**$501)2 :Due to Covid-19, the DreamTheater's show in ***** is postponed and then cancelled.3:After inquiring about the right of the *** ticket, the company was told that the ticket could be carried over to the next show in *****, so the company kept the *** ticket without giving a refund.4:DreamTheater's concert in ***** will be held this year, but I was told that I will not have a chance to talk to the band members.5:As mentioned above, the *** ticket right is not exercised, so I ask for a refund of the ticket, but I never receive any reply.[etc.]I have the e-mail with the details of my *** ticket purchase.I have a friend who also purchased the same *** ticket, but this one was refunded.(It appears that he negotiated aggressively, saying that he would file a lawsuit if he did not get a refund.)

  Customer Answer

  Date: 05/08/2023

  I have not heard from the business in response to my complaint.

  Email is sent but ignored.
  
  I have not received back the $501.00 for my ticket.

  Business Response

  Date: 09/04/2024

  We have refunded you via Paypal.  We hope to earn your business in the future.  Thank you!

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:

  Thank you for your assistance. 
  
  I have confirmed that the money has been refunded via Paypal.

  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Minoru Kotegawa

• Initial Complaint

  Date:04/24/2023

  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.

  Sound rink sold VIP tickets stating that they were "will call" to be collected at the venue. Their website, FAQ and T&C also say tickets are will call. We arrived at the venue and were told that tickets were NOT will call but were e tickets. Sound Rink does not provide a phone number only an email. We emailed them multiple times with no response. We downloaded their app and did a resend request. It kept sending the payment confirmation email saying to pick up tickets at the venue. Standing outside the venue missing the show I sent some rude emails. These got a response but it was not a helpful one, they claimed tickets were "sitting in your inbox for 25 days". This was not true and they offered no help. We missed the show.The following day Soundrink responded that their procedure was that a different company, Ticketmaster, sends out a transfer on their behalf and we had needed to "claim" this ticket before the show. They forwarded a "ticket transfer is on the way to ******" (so not VIP) email, allegedly dated weeks ago, claiming the issue was with my email or ticketmaster. I regularly receive emails from ticketmaster with no issue and I had already scoured my junk folders and everywhere for any mention of that email. It was not there. There was never any explanation during purchase, confirmation or on their website about this different process or any communication from them to explain that they were changing the stated method of delivery. Also if this were true, when I alerted them on the night that the tickets were not at will call as per my purchase agreement, then they would have forwarded that email or the tickets to me with an explanation of this new procedure and what to do. Which they didn't. I'd logged in to my ticketmaster account (that uses the same email) on the night anyway just in case but there was nothing in there. They refused to provide a mailing address for complaints or acknowledge any mistakes which shows they will keep doing this to people.

  Customer Answer

  Date: 05/05/2023

  I have not heard from the business in response to my complaint. I am not surprised considering they refuse to take any responsibility in any of my previous communications. Its a shame that the BBB no longer has any teeth to hold businesses accountable and instead of a business chooses to ignore the complaint or a business denies a complaint, the BBB just log it in some void that has no impact on the business. My only hope is some people see this complaint before the make the mistake of being scammed by this company.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us.  We understand your concerns and appreciate you bringing this to our team's attention Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. We hope you'll give us an opportunity to serve you again.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  Read it. This business doesnt indicate it is going to get back to me after this investigation. Its just a cut and paste reply to fulfil bbb requirements. Its not feedback: its a serious complaint that requires action. This isnt action. If it ends up resulting in action and I get a genuine response from the investigation then fine but so far there is no hint of this.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/17/2024

  Please send us your order confirmation so we can assist in figuring out what you purchased.

• Initial Complaint

  Date:04/05/2023

  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.

  ************** ***** Tour, which had been originally scheduled for May 2020, has been cancelled because of COVID-19. I paid almost $400 for the concert. The only way I had to contact Sound Rink to get a concert ticket refund was by email and they were inconsistent in responding. Eventually, a representative informed me that they had processed a refund last july. A few months later, after I didn't see the refund on my credit card, I emailed customerservice team and Sound Rink, *** had shut down email support. It's been more than 9 months since Sound Rink informed me that they had processed a refund.Still no refund, still no action plan, Sound rink has no real customer service at all. Just want my refund! Can you help me?

  Customer Answer

  Date: 04/16/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Please email us, ****************************************** so we can figure out a way to get you your refund!

   

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/14/2023

  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.

  On January 19th 2023 I purchased a *** ticket see Fit For a King ***** 15 2023.On ***** 11th I found out that the *** ticket I purchased was not actually ticket. I contacted customer support. They advised me there is nothing they can do and that I gave them $85 for literally nothing. The event is now sold out. I own a useless *** pass. I cannot enter the event without a different ticket. I cant even go to the *** area without the ticket. I cant attend the event in any way shape or for with the $85 ticket I bought. This is beyond unacceptable. There shouldnt even be an option to purchase an upgrade without purchasing the actual ticket!Not only do I have to miss the show THAT I PAID FOR, I also do not get ANY of the *** merch items.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us. We understand your concerns and appreciate you bringing this to our team's attention.Unfortunately the VIP Upgrade states multiple times when checking out that no ticket is included.  There is also a check box that you must click to acknowledge that the VIP Upgrade you are about to purchase has no ticket and you MUST have one to attend the VIP.  We make every attempt to make sure the fan knows this when purchasing 

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:12/29/2022

  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 purchased an expensive vip package that was not complete** fulfilled. There was supposed to be an email with detailed instructions that was never sent to my email. O ** email recieved gave the wrong instructions. Upon contacting customer service I was eventual** told its not their problem and they are not responsible. And then they broke contact when I asked to speak to management. It was a 290$ not complete** fulfilled. And them not sending the email with the instructions is on them. Which they are denying. I requested proof that they sent the email and then they broke contact I never purchased a vip pa kage before so I didn't know what to do or expect. I'm attaching the on** email recieved which stated to be there at 6pm. But it was at 4pm. No way to know this without the right email. Which again, till this day, never recieved.

  Customer Answer

  Date: 01/09/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us. We understand your concerns and appreciate you bringing this to our team's attention. While unexpected emergencies can impact regular service, it's important to us that our customers always feel valued and receive clear communication from our team. Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. We hope you'll give us an opportunity to serve you again, and we always welcome you to contact us directly if you need further assistance.  We will comp you for a VIP for a future show no problem, please email us, ******************************************

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/09/2022

  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 purchased tickets to see dance ***** dance at *************** in ************* recently , tickets under my friend ******* ***** name, this show was SO oversold ,you couldnt stand near the stage or even in the building without being crushed,people were almost passing out,i couldnt even see the band perform because i could barely breathe standing insideand could literally feel hot air coming out of the building, i threw up 3x from heat and could barely move to get water from the bar,the artists stopped the show twice just to make sure people were ok and throw water into the crowd , the bouncer hada to walk away from the door to get fresh air and he was outside! , i paid additional 129 on top of 94 dollars to be put in a super unsafe enviroinment and not even to see ther show, i was told a refund could not be given for a show i paid for "early entry" for that i couldnt even safely watch!!!!!!!

  Customer Answer

  Date: 08/20/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us. We understand your concerns and appreciate you bringing this to our team's attention. Unfortunately we are not the venue, promoter, or their staff and only sell the VIP to fans.  We have no control over the show and are unable to offer refunds, those would need to come direct from the venue.