Gametime

Complaint: ***I am rejecting this response because:
I did not receive the tickets until weeks later so I wasn't even able to resell themI should have recently bed the tickets much soonerThis is unacceptableAlso I never entered credit card information which should have to be done every time you purchase ticketsI did not realize my credit card would be automatically charged just for looking at ticket ordered carsThere was no indication that I was finalizing a purchaseThat is neither here nor there anymore, it's the fact that I let you know immediately that I did not want these ticketsYour response was no refunds and you compared yourself to businesses like *** protects buyers as well as sellers unlike your companyTerrible business practice in my opinionYou told me to resell themI was unable to do so because I did not receive them until weeks after I purchased them and only a day before the eventI transferred them back to the seller so I never used themI already had bought tickets before all this happened so I did not want these ticketsYou had assured me you would contact the seller since you don't allow buyers and sellers to contact each otheragain not like ***...and you assured me you would have to seller get the tix to me asap which as I stated did not happenYour company was of zero help to meI'm so upsetI did not want these tickets, did not receive them within an acceptable time frame and did not accept them once finally receivedThis is absolutely wrong of your company
sincerely
*** ***
Sincerely,*** ***

In the screenshot attached, our system shows two seperate purchase attempts for the show on December 7th. Again, we understand this could have been accidental but in such cases we provide our selling feature for customers to resell tickets they can't use. As a marketplace, we do not hold any of the ticket inventory but facilitate the sale of tickets from our sellers to fans. Because our sellers maintain a strict no refund policy, we must adhere to the same policy. In this case, we went well beyond policy in applying additional credit to[redacted] account, as we usually just provide the option to resell unwanted tickets. To help this resolution, I can convert the additional credit we offered to a refund back to [redacted]s card. Unfortunately, we are still not able to refund the entire purchase. As soon as we hear this is an acceptable outcome, we can begin removing the credit and processing the partial refund.

The purchase [redacted] is disputing might be due to confusion around Gametime as a secondary ticket marketplace. Gametime does not set the price of the tickets, as we list on behalf of a number of secondary sellers. Tickets on the secondary market are not associated with the primary distributor for the...

event and therefore the face value of the ticket has no bearing on it's sale price on Gametime. The price sellers decide to list their tickets for is determined solely by public interest and current market value. The listed price for each ticket at the time was $58 per ticket for a total of $116. Our logs confirmed the correct price was showing both on the listing page and at checkout. As for a secondary confirmation step, [redacted] used [redacted] to complete her purchase. [redacted] is one of the most secure checkout methods in the world, which requires the owner to hold their fingerprint for a few seconds to complete the purchase. If they wish to back out of the transaction in the moment, that can be done by pressing the "Cancel" button in the top right corner.
 
As for the Best Price Guarantee, we can compromise and honor the request [redacted] submitted. Although the submission did not meet our conditions, I do understand taking a screenshot directly after purchase on Gametime might not always be feasible. One of our agents applied $10 in credit to Erin's account as a show of good faith even though the price request was denied. We can add an additional $40 in credit to her account, bring her credit total to $50 (110% of the price difference). This credit can be used towards any future purchase on our app and will never expire. 
The credit can be applied immediately once we receive confirmation of this resolution.

Complaint: [redacted]I am rejecting this response because:this is an unsatisfactory response and unacceptable! A total amount for release of the tickets has not been stated and the guidelines stated are not mentioned on the app whatsoever! I was told that the release of funds to my account would happen 48 hours after the event which is today August 10 2017. If funds are not received as stated further action will be taken. This is an unfortunate situation that in my opinion was handled extremely poorly by Game time in which they made little effort to accommodate. A loss of this magnitude is not justified no matter what! 
stated further action will be taken with this matter.
Sincerely,[redacted]

On December 7, 2017, [redacted] purchased two tickets for the Hamilton show that same day at the [redacted] in Los Angeles. She actually had two purchase attempts for tickets to the 12/7 show but the first attempt was blocked by her bank. This was the processing issue...

[redacted] referenced in her complaint. Once that was cleared up, she attempted to purchase the same set of tickets and did so successfully. She then contacted us asking to return the tickets as she meant to buy for the 12/8 show. Although Gametime has a strict no refund policy, in some case we are able to accommodate these requests from our customers but with the show starting in just a few hours, we were not able to take these specific tickets back. [redacted] was able to sell the tickets for $284 because our algorithm was pricing the tickets to sell.I understand how frustrating these accidents can be, so I am willing to add an additional $156 in credit to [redacted] account. This will bring her credit total for her sale of the tickets to $440. Although we are not able to apply the full amount of her original purchase price, we do hope the additional credit eases some of the frustration.

[redacted] contacted us with concerns about an advertised price. Our customer service team investigated the concerns with the help of [redacted] to identify the issue. Our team has since passed along the feedback to our engineering team who are building an improved long-term solution. While we unfortunately...

cannot allow him to use his stacked Gametime credit codes as doing so is strictly against our company policy, we appreciate his feedback on this unique part of his experience have since applied Gametime credit into his account so that hey can use the Gametime service and get to a sports, music or theatre event soon. We thank [redacted] for sharing his feedback and hope that tries out Gametime. Best, Gametime Resolutions.

Complaint: [redacted]I am rejecting this response because: you continue to address the issue was my error and you are not addressing why my tickets were re-sold more than 50% of market value.  Why aren't screen shots of market value at the time posted. The fact that you will even counter with a nominal credit is evident that my tickets were sold at a higher value.  Please don't say you have gone above and beyond because prior to this correspondence you did not do a thing for me but tell me there was nothing that can be done.
Tickets could have been re-sold at a fair market value and they were not.  That action was completely unethical and unacceptable.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the date of purchase, on the app was correct until I was kicked out.  I went back in the app and had to try again with a different card. I was asked if this was fruad and I said no.  I called within seconds of the purchase.  Why could it have been stopped for fraud and no other reason? Also, I had no control of the re-sale.  Gametime handled it without any approval from me. They said the tickets would be sold for market value.  They were not.  My opinion is they sold the tickets for the same price and credited me less.  I however cannot prove it as market value was $300 at the time the tickets were re- sold. I also do not want a gametime credit.  I want my money refunded to my card and I also dont want to pay a fee to obtain a refund of my money as I was informed of. Sincerely,[redacted]

On 7/28/17, [redacted] purchased six tickets to the New England Patriots game on 8/10/17 for a total of $1116. She emailed our team requesting a return of her tickets since her party was no longer able to attend the event. However, since Gametime operates as a marketplace and does not actually hold...

any inventory, we are not able to take back tickets that have been delivered. Our sellers operate with a strict "all sales are final" policy and therefore we must adhere to the same policy. If a customer is no longer able to attend an event, we do provide the option to sell the tickets either through the Gametime resale feature or through any other resale platform. In [redacted] case, the tickets sold for less than what she purchased them for which is unfortunate but not uncommon. Gametime is a live ticket marketplace and prices fluctuate based on market interest. Our team offered [redacted] $38 per ticket purchased to help alleviate the loss. A PayPal payment was initiated to [redacted] for $230, which was on top of the price her tickets already sold. This compensation was outside of  company policy but our team attempted to accommodate [redacted] request in this unfortunate circumstance. 
 
Pertinent Excerpts of Gametime Terms of Service: 
7. Paid Services 
     B. Final Sale: You are responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, you are entering into a binding contract with the Seller to purchase those tickets. Payment is remitted to Gametime United and disbursed to the seller according to our payment policy. All sales are final. Except for cancelled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete. 
You may cancel your Gametime United account at any time; however, there are no refunds for cancellation. In the event that Gametime United suspends or terminates your account or this Agreement for your breach of this Agreement or for any reason, you understand and agree that you shall not receive a refund, exchange, or anything at all for any unused Gametime United Credits, any content or data associated with your account, or for anything else to the maximum extent permitted by applicable law.
9. Selling Tickets on Gametime
  B. No Guarantee: Gametime does not guarantee that your tickets or related passes will sell or that your listing will appear on the site within a certain time after it is posted. Gametime will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Service unavailability from an outage or maintenance or listing delays.

Revdex.com:To my understanding, this response says that you are continuing to investigate this matter.  For the record, my girlfriend's email and phone number are registered to the account on my phone and she was with me all day when the incident occurred.  I want it to be clear that she DID NOT have access to my phone or its password and definitely IS NOT the one responsible for the transaction.  This was a matter of a purchasing being initiated without even knowing that it happened.  A complaint that I have read in multiple review websites out there.  People are browsing for tickets and end up buying them without intending to.  This is what must have occurred here.
Either way, if the response is that you are continuing to investigate and will get back to me with a resolution, then I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Again, assuming that the response means that a resolution from the business will continue to be pursued by the business with another update to follow.Sincerely, [redacted]

[redacted] purchased a set of tickets with us on 4/3/18 to the [redacted] game on 4/4/18. He inadvertently purchased tickets for the wrong day and requested a return. As he stated, we were not able to take the tickets back because as a marketplace, we don't actually hold any of the ticket...

inventory. He listed his tickets for sale and they quickly sold for less than his original purchase price. It is not unusual for the market price of tickets to fluctuate drastically over short periods of time based on a number of different factors from giveaways, player match ups, injuries, weather, etc. Our algorithm adjusts ticket prices in realtime based on current fan interest. Although I can't pinpoint what exactly caused the sharp drop in value for [redacted] tickets, I do agree something was off about the final sale price. I have passed this case along to our data team, who are looking examples of drastic price changes so we can make sure this does not happen again. I have applied an additional $138 in Gametime credit to [redacted] account on top of the $45 he received for selling the tickets. This brings his credit total to $183 which was the original price he paid for the tickets. This credit will never expire and is now available on his account. I apologize for the poor experience up to this point but hope we can get you to another Giants game soon.

After reviewing [redacted] purchase, we have issued his full purchase amount ($124) back to his account in Gametime credit as he requested. This credit will never expire and can be used on any event available on Gametime.

[redacted] purchased 4 tickets to the New York Rangers first home game in the first round of the NHL Playoffs (3rd game of the series). [redacted] first contacted us on Monday [redacted] notifying us his tickets had not been delivered to his app yet. We explained it is a standard delivery process for...

certain teams, especially for playoff games, to not release ticket inventory to the buyers until closer to the event start. This is a security policy established by the New York Rangers to which Gametime has no control. As a ticket marketplace, we do not hold the ticket inventory. We are not withholding the tickets from [redacted], the tickets just have not been issued yet by the team to the seller. It is team policy for the tickets to by issued between 72-48 hours before the start of the event and as soon as the team issues the tickets to our seller, they will become immediately available to [redacted] via his Gametime app.

As a one time courtesy to expedite this resolution, we have issued a refund on this order back to [redacted] card used on this purchase. Please keep in mind this refund option will not be available again, as it is against both our company policy and our Terms of Service.

We apologize for the experience that Rick had purchasing tickets to[redacted] at Staples Center on 8/11/17. Unfortunately, we were not able to deliver these tickets instantly like most tickets available on Gametime. The Staples Center has a 72-48 hour hold on tickets for certain events, such as this...

concert, which prevented the seller from delivering these tickets instantly. As a marketplace, Gametime does not hold any of the inventory and therefore must work with the seller to get tickets delivered as quickly as possible. In this case, the delivery was being held up by the venue's policy. 
 
We have issued a full refund back to the card used for purchasing, which[redacted] should see appear on his statement in the next 3-5 business days. Again, we apologize for[redacted] experience and hope he was still able to attend the event.

Complaint: [redacted]I am rejecting this response because:they sold me tickets that are unavailable. How do I have an opportunity to sell my purchased tickets that I paid in full if the tickets are not available to me?  Has Gametime thought about that? What if a buyer like myself needs to sell all or part of a ticket(s) for any number of reasons if the tickets  are not available at the time of purchase or shortly thereafter? They have been telling me that they are trying to get in touch with the original seller of tickets who Gametime sold to me and made a profit. This is ludicrous. All I'm asking is the ability to resell on their platform the tickets sold to me that they will AGAIN make a profit when I resell them. Bottom line is that Gametime gladly took my money for a product that I assumed would be available to me within hours after purchase or immediately after. They hold the seller to no policy to make sure the tickets they sold to me are uploaded. Sincerely,[redacted]

Dear Revdex.com,
Here's what we communicated with the customer:
"Hi [redacted], 
We recognize that showing ticket prices in the local currency is an extremely important feature for users.  In the meantime, we label all events taking place in Canada with the USD icon. We appreciate your patience...

and for using Gametime as we grow our international performer and event options.
We're glad that we were able to reach a refund and credit resolution with you a week after this claim to make up for the confusion. To recap the resolution, we issued a $75 refund to match conversion rate and then added a $10 in additional Gametime app credit to go above and beyond.. $276 CAD (the total bid of the order) is equal to ~$210 USD. We refunded more than the $66 USD to make up for the mix-up and also applied $10 in credit in the app. The $75 USD refund was initiated on December 20th and settled/disbursed on the 21st of December."
This complaint was submitted a week before the user reached out to our customer service team. Moving forward, we hope the customer will contact us first so we can best resolve. 
Best,
[redacted]

On 5/17/17, [redacted] purchased tickets to the Dodgers game on 6/10/17 for a total of $426. Our records indicate while she was browsing listings for that game, "Complete Purchase" was tapped, and her correct postal code for that card was entered to complete the transaction. While cards are saved on...

customer accounts, a postal code is required to be entered before the purchase is completed. Gametime does not have any record of [redacted] Bank calling us to confirm a refund was issued. therefore I can't speak to how [redacted] received that information. 
As a sign of good faith, and in hopes that [redacted] continues to purchase with Gametime, her full purchase amount ($426) has been issued back to her Gametime account in the form of Gametime credit as she requested in her requested resolution. The credit is active on [redacted] account currently. This is a one time exception and further refunds or credits on this account will not be issued.

[redacted] placed a purchase on 7/21/17 for 8 tickets to the San Francisco Giants game on 9/17/17 under the account [redacted], as he mentioned in his complaint. Shortly after his order was placed, the seller of the tickets notified us a portion of the seats he attempted to secure were no...

longer available. Since Gametime operates as a marketplace, rather than holding any inventory, there are rare occasions where sellers are not able to deliver the inventory. Gametime has outlined this situation in our Terms of Service (included below). In [redacted] case specifically, we notified him immediately after we were heard from the seller of the tickets to inform [redacted] they were no longer available. A full refund was issued and additional credit was added to his account to help secure a new set of tickets. I understand [redacted] frustration stemming from the price per ticket increasing in the time he attempted to secure another set of tickets. Although this is well outside of our policy, I have added an additional $60 in Gametime credit to his account to help him secure another set of tickets. This brings his credit balance to $100, in addition to the full refund he received. We do hope to get [redacted] to the game. 
 
 
Terms of Service:
Section 8. The Gametime Guarantee
The Gametime Guarantee protects you so you can buy last-minute on-demand mobile access with 100% confidence. If you have an issue with your order, please contact our Fan Happiness team at [redacted] and please provide your name and email on your Gametime account when contacting Gametime.
  A. You are protected
      1. If tickets received are not the same or better than those you ordered:
a. If, prior to the event, the tickets you received are not the same or better than the ones you purchased in our app, give Gametime a call at [redacted] right away. If Gametime determines that you did not receive tickets that are the same or better than the ones you purchased in our app, Gametime will either (in Gametime’s sole discretion): (i) provide you with replacement tickets that are comparable or better than the tickets you ordered; or (ii) Gametime will issue you the cost in credit of the tickets. In either case, Gametime may take on the burden of the tickets. If Gametime restocks the tickets, you will be liable for the scanning success of the tickets.
b. If you have attended the event and you believe your seats were different from how they were represented on the app, please give us a call at [redacted] right away. Gametime, in its sole discretion, will either issue you a partial or full credit of the price you paid for the tickets towards a future purchase.
      2. If tickets are invalid and not honored by the venue:
a. If the tickets you ordered are invalid and not honored by the venue, call us at [redacted] or email us [email protected] the venue and Gametime will attempt to get you in the game. If Gametime cannot locate replacement tickets or get you in the game, upon confirmation that the tickets were invalid for entry directly by receiving a scanning report and recap of scanning experience emailed to [redacted] from the team ticket office, Gametime will provide you with a refund for the cost of the tickets.
      3. If the event is cancelled or postponed:
a. If an event is cancelled and will not occur at a later date, we will provide you with a refund for the cost of the tickets. We will notify you that the event was cancelled by sending you an email which will provide instructions on how to obtain the refund.
      4. If an event is rescheduled:
a. If an event is rescheduled, you may use the tickets on the rescheduled date. If PDFs are required for entry to the event on the rescheduled date, Gametime will email you the PDF version of your tickets. Gametime does not provide refunds for postponed or rescheduled events, partial performances, or venue, date, or time changes.
  B. Gametime Guarantee Protection
Gametime will investigate all claims under the Gametime Guarantee and determine resolutions on a case-by-case basis. Gametime reserves the right to limit           the dollar amount a customer may be awarded and the number of claims a customer can file in a calendar year. Gametime may temporarily or permanently             suspend anyone who attempts to abuse the Gametime Guarantee and may report any such abuse to the appropriate legal authorities.
  C. Terms and Conditions
This Gametime Guarantee is effective as of September 8th, 2014 and applies to all orders placed on or after September 8th, 2014. If we change this                       Guarantee, we will post a revised version of the Guarantee on the Site, which shall automatically replace the terms of this Guarantee. Your use of the Site and         the Services following the effective date of the revised Gametime Guarantee will constitute your acceptance of the revised Guarantee. If you do not agree with         the terms of the Gametime Guarantee or any revised version of this Guarantee, do not continue to use the App or Services.
  D. Limited Refund Liability
Due to the large volume of ticket sellers listing tickets through the Gametime app, on very rare occasions, pricing errors do occur. Because Gametime acts as         an intermediary between the original purchaser of the tickets and the end consumer of the tickets, Gametime shall not be liable for any pricing errors on the           app. If any error is found while processing your order, you will be notified of your order and, if possible, a substitution will be made, or Gametime will issue a           full refund.
If Gametime is unable to provide you with the tickets you ordered due to an error by a seller, and Gametime is unable to find comparable replacements, Gametime’s sole obligation shall be limited to providing you a full refund via the same method that the original payment was made (cash or Gametime credit.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you
Sincerely,
[redacted]