Salt River Fields

Thank you for passing along the note regarding [redacted]’s experience. 

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Due to trading tickets, [redacted] is not the original owner of the tickets dated for March 1st 2014, 7:10pm.  We are only able to provide a refund to the original purchaser of a ticket.  In addition, we can only offer an exchange of tickets in the same price level.  If there was not inventory available for the remainder of the season in the same price level as her tickets, that is why we could not offer the exchange, even though she offered to receive a lower priced ticket.  Given the volume of tickets issued for the rained game we must adhere to these processes to ensure our financial and operational guidelines are kept intact.

 

Sincerely,

[redacted]

Ticket Manager

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I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As my original complaint details, Salt River Fields persists in refusing a refund and in asserting that no exchange was possible. I don't believe SRF's response has addressed any issue I outlined in my complaint, other than to say it would be against its financial interest to make good on its obligations. Nor did its response address its staff members' rudeness in dealing with my original person-to-person attempts to resolve this.

I would respectfully refer the Revdex.com to my original complaint, as I believe it best addresses the issues I've had with SRF and SRF has done nothing to remedy those.

Again, the company insists the tickets are essentially of no value. As SRF recognizes, I even offered to take an exchange for tickets of lesser value -- I hardly see how providing that accomodation would be against its "financial interest," because it would provide me a seat for much less than the price I originally paid.

SRF saw fit to accept the ticket to let me in the gate -- it is ok with accepting my ticket for value, but not providing accomodation when its portion of the bargain is not fulfilled.

I sincerely appreciate the Revdex.com's help with this complaint, but do not feel SRF's response is satisfactory.

Regards,

Unfortunately I think this will become a game of ping pong and just go back and forth. She is having you to refer to her original complaint while we will just refer back to our original response. At this time I am not sure what you would like us to do as our stance will not be changing.

Review: This complaint involves the failure to provide the services for which I paid, and poor treatment by the representatives with whom I attempted to resolve the problem.

I had a pair of tickets to a spring training baseball game, which I traded to another person for two tickets to a spring training game on Saturday March 1, 2014 at Salt River Fields. The tickets were valid and paid for and, indeed, Salt River Fields scanned them and allowed us entry into the ballpark. The game was cancelled due to rain, and the ballpark announced that anyone could return to the ticket office to either exchange the tickets or receive a refund.

I first attempted (at two different windows) to obtain an exchange. I even offered to take seats of a lower value. I was told that there were no tickets available on any day remaining in spring training.

I then asked for a refund, and explained that I didn't know how the tickets were originally purchased, because I had exchanged my own tickets (to a different game) for them.

At this point, someone who seemed to be a supervisor came over and was beyond rude to me. She acted as if I had committed a criminal act by exchanging tickets, and insisted there was nothing she could do for me. I continued to insist there must be some solution, and she eventually sent me away with an email address to contact someone else at Salt River Fields.

The next day, I contacted "[redacted]" at Salt River Fields. Again, he was beyond rude. He humiliatingly treated me as if everything was my fault for exchanging my tickets, rather than being the original purchaser. He insisted there was nothing he would do for me, and insisted that I "wasn't out anything."

I attempted to contact his supervisor the next day, and was directed back to [redacted]. He again reacted disdainfully, and provided no solution.

Salt River Fields is apparently willing to accept payment for tickets, and let you in the gate to see a game. They are not, however, willing to refund the value of the tickets or give you other seats when they do not fufill their end of the bargain. That I exchanged another pair of tickets (for which I obviously paid) for that nights tickets should be of no moment -- if the tickets had been a gift, would they be of no value?

Spring training is a strong tourism draw for Arizona, and the way spring training facilities treat their customers should be of importance to the facilities, the organizations, and the public.

The bottom line is -- Salt River Fields is not willing to make good on its obligations, and has been unconscionably rude on multiple occassions about it.Desired Settlement: I would now like a refund of my money for the tickets ($24 each), and an additional $10 (to cover my gas to and from the cancelled game and the $5 parking fee I paid) -- a total of $58. I would also appreciate an apology for the absolutely unecessary hassle Salt River Fields has occasioned.

Business

Response:

Thank you for passing along the note regarding [redacted]’s experience.

Due to trading tickets, [redacted] is not the original owner of the tickets dated for March 1st 2014, 7:10pm. We are only able to provide a refund to the original purchaser of a ticket. In addition, we can only offer an exchange of tickets in the same price level. If there was not inventory available for the remainder of the season in the same price level as her tickets, that is why we could not offer the exchange, even though she offered to receive a lower priced ticket. Given the volume of tickets issued for the rained game we must adhere to these processes to ensure our financial and operational guidelines are kept intact.

Sincerely,

Ticket Manager

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As my original complaint details, Salt River Fields persists in refusing a refund and in asserting that no exchange was possible. I don't believe SRF's response has addressed any issue I outlined in my complaint, other than to say it would be against its financial interest to make good on its obligations. Nor did its response address its staff members' rudeness in dealing with my original person-to-person attempts to resolve this.

I would respectfully refer the Revdex.com to my original complaint, as I believe it best addresses the issues I've had with SRF and SRF has done nothing to remedy those.

Again, the company insists the tickets are essentially of no value. As SRF recognizes, I even offered to take an exchange for tickets of lesser value -- I hardly see how providing that accomodation would be against its "financial interest," because it would provide me a seat for much less than the price I originally paid.

SRF saw fit to accept the ticket to let me in the gate -- it is ok with accepting my ticket for value, but not providing accomodation when its portion of the bargain is not fulfilled.

I sincerely appreciate the Revdex.com's help with this complaint, but do not feel SRF's response is satisfactory.

Regards,

Business

Response:

Unfortunately I think this will become a game of ping pong and just go back and forth. She is having you to refer to her original complaint while we will just refer back to our original response. At this time I am not sure what you would like us to do as our stance will not be changing.