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:05/21/2025

  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.

  On April ******* I purchased tickets to the RiseNY location *****************************. I mistakenly purchased 3 tickets that were for ages 12 and under. I realized the mistake and went back to the website that night to see if I can change or exchange the tickets from children's price to adults prices and pay the difference. The I was sent a reply back from Showclix , the company that runs the purchase of the tickets that I had to "REPURCHASE " the tickets again and within 7 days I was to receive a refund. That was month ago and haven't received or heard from the company. On May 2, 2025 I emailed the company again and ask about my refund along with proof that I paid twice for the event to the correct amount. I still haven't heard anything from RiSENY. All I want is the refund of $195.96 I first paid which I paid again as per their instructions.

  Business Response

  Date: 06/05/2025

  RiseNY has reached out to our ticketing company to ensure they are properly refunding the order as requested. 

  Customer Answer

  Date: 06/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2023

  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.

  RiseNY encourages attendees to purchase their tickets in advance. I purchased 3 regular tickets on December 9, 2023 totaling $143.70 for the ******* event reserving 12/09/23 at 7pm. It took over 3 hours to get to the venue (it normally takes an hour and a half to travel to midtown) due to severe traffic and several events going on. We arrived at 7:30pm after paying $70 for parking and walking several blocks as fast as possible. The security guard said the venue was now closed and we could not go in. Their website states they are open until 8pm. we were turned away and told "we can use the tickets any time" even though in the ****************** section #2 states: "All tickets expire and become null and void on the day of scheduled ride date."I called, emailed them several times and messaged them via ******** messenger and received no response nor acknowledgement. They have gone missing in action and I do not feel confident I will receive a refund for an expensive event I did not attend.I am filing this complaint requesting a full refund of $143.70. I did not attend the event, their policy states my tickets are now null and void, and I have no interest in returning to attend the event at another time.

  Business Response

  Date: 12/11/2023

  We have sent the refund to be processed by our ticketing company and emailed the customer directly with this update. 

   

  Customer Answer

  Date: 12/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/21/2022

  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 purchase tickets through Groupon for ******* for my moms Birthday,when my mom and I got there we were held up outside by the security guard ****. When we were able to enter we were told by employee **** we couldnt come in today because our tickets were through a third party and they were finished for the day it was 5:03 pm . In the meantime other people were coming in and she let them go through with the ride . I was highly upset about this treatment this entire situation could have been avoided and prevented had your Employee had better customer skills . My mom even offered to purchase your tickets for Sunday Dec 18 2022 she stated no . Just wouldnt let us go we explained we couldnt come back on Monday we have a Family Funeral to attend we ask to speak to someone else **** stated I am it we try to speak to another Lady but **** blocked any contact and had **** on us like we were criminals this is horrendous behavior if I ever seen . This entire situation spoiled my Moms Birthday Celebration she didnt offer information on how to get our money back just horrible customer service just Rude all Day shes needs retraining and some compassion and communication skills classes customer service and support isnt her forte . Thanks for ruining my Moms Birthday.!!!

  Business Response

  Date: 01/09/2023

  My name is *******************************, Assistant General Manager at RiseNY, and I am happy to respond both to the BBB and to the customer regarding this concern.

  I have previously shared via e-mail with the customer that, unfortunately, she was denied entry due to arriving at our venue later than our final entry time for the evening. I also offered my apologies, both in person and via email, for any misunderstanding or disappointment about not being able to enter the venue after hours.

  Unfortunately, due to the fact the tickets were purchased through Groupon, we at RiseNY do not have any ability to provide the refund being requested, as this would only be possible through Groupon's customer service team. I offered the guest in person, and again via email, to have them use their Groupon tickets on a future date of their preference, but I have not yet received a response from them regarding that option.

  To the concern of receiving poor customer service, I also did apologize to the customer in person and via email on behalf of my team, and we are making every effort to ensure nothing similar to this happens in the future. RiseNY is committed to providing excellent customer service while maintaining the highest level of safety for all guests and staff members in our building.