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Business Profile

Non-Profit Organization

Sundance Film Festival

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Non-Profit Organization.

Complaints

This profile includes complaints for Sundance Film Festival's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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:01/26/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      After paying $850 for a film package (over $900 with tax), and supposedly getting early access to tickets, the Sundance website froze up the minute it opened and was sold out of tickets within seconds. For $850 there should be some guarantee of tickets. Instead I had to join a waitlist for any movie I wanted to see and was never able to use all of my tickets. Worse than the Taylor Swift debacle - at least there you didn’t have to pay in advance for a ticket you never got.

    • Initial Complaint

      Date:01/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 pass to see the award winners from Sundance Film Festival back in December as a gift. There were two options - in-person for $250 or an online pass for $200. Since I live in New York and didn't plan on going to Utah I purchased the online pass. The $50 difference made sense to me because it's obviously less of an expense for Sundance to stream films to users rather than providing a theatre. I have uploaded pictures of the "in-person" pass description and that of the "online" pass description. They are exactly the same. Throughout the transaction process nowhere did it say that many films would not actually be available to watch with an online pass. With this particular ticket, I had to wait until the winners were announced January 27 to make my selections (4 for Saturday the 28th and 4 for Sunday the 29th). When attempting to add films to my schedule many of the ones I wanted to watch were not available for me to watch online (see uploads). This was very disappointing to find out the day ahead. When emailing with Sundance they said that the films that were and weren't available were beyond their control due to filmmakers privacy and protection. I can understand this but that should've been mentioned before purchasing. Maybe they should not sell online passes at all if that is the case. They would not allow for a refund due to their final sales. I would not complain if I tried to get a refund for simply changing my mind or if something came up this weekend. But they literally are not fulfilling their end of what I purchased, which was to get to choose 8 films from all of the award winners. This is my opinion, is false advertising and is legitimate grounds for a refund, regardless of their policy.

    Sundance Film Festival is NOT a BBB Accredited Business.

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