Suns Legacy Partners

Thank you for allowing me to respond to the Complaint.  We take great pride in offering world-class customer service to our Fans and Members.  Let me start by providing a little background.As a business, we reserve the right to make the final decision on terms and pricing on all of our ticketing transactions.  Four seasons ago, we offered a “deal zone” area within our Arena that we first offered to existing Members in an attempt to grow our business.  The Complainant, as a Member, was presented this offer via email, but did not accept.  Unfortunately, we had a sales person who mistakenly offered to a buyer a location that was not in the “deal zone”.  Once we realized the error, we agreed to honor the pricing for that particular ticket buyer.  The sales person is no longer with the organization, and the ticket buyer is currently not a Member.We have had numerous discussions with the Complainant in an attempt to explain and resolve the perceived issue, including over two dozen emails from the organization, at least six phone calls from our Senior Vice President/Chief Sales Officer, and one face-to-face meeting.  The Complainant does not seem to want to appreciate the actual circumstances.  We have made every reasonable effort to amicably resolve the matter, including offering the Complainant experiences and autographed merchandise.  In addition we have invited the Complainant to at least six games/events (Mercury games, Rattlers games, Concerts, Member Events, etc.), but they have declined to attend.We really do value our customers and we take a fan-first approach in these types of situations.  However in this case, we believe we have offered everything we can to resolve the concern but to no avail.Thank you for taking the time to read our response.[redacted]Executive Vice President/CFO

Thank you for allowing me to respond to the Complaint.  We take great pride in offering world-class customer service to our Fans and Members.  Let me start by providing a little background.As a business, we reserve the right to make the final decision on terms and pricing on all of...

our ticketing transactions.  Four seasons ago, we offered a “deal zone” area within our Arena that we first offered to existing Members in an attempt to grow our business.  The Complainant, as a Member, was presented this offer via email, but did not accept.  Unfortunately, we had a sales person who mistakenly offered to a buyer a location that was not in the “deal zone”.  Once we realized the error, we agreed to honor the pricing for that particular ticket buyer.  The sales person is no longer with the organization, and the ticket buyer is currently not a Member.We have had numerous discussions with the Complainant in an attempt to explain and resolve the perceived issue, including over two dozen emails from the organization, at least six phone calls from our Senior Vice President/Chief Sales Officer, and one face-to-face meeting.  The Complainant does not seem to want to appreciate the actual circumstances.  We have made every reasonable effort to amicably resolve the matter, including offering the Complainant experiences and autographed merchandise.  In addition we have invited the Complainant to at least six games/events (Mercury games, Rattlers games, Concerts, Member Events, etc.), but they have declined to attend.We really do value our customers and we take a fan-first approach in these types of situations.  However in this case, we believe we have offered everything we can to resolve the concern but to no avail.Thank you for taking the time to read our response.[redacted]Executive Vice President/CFO

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.

Dear Revdex.com,          First off, we would like to welcome Mr. [redacted] to the conversation, as he has yet to be involved with this situation at any point in time.  We have not exchanged e-mails, phone calls, or in-person interactions with Mr. [redacted] regarding this matter.  We're not sure how well aware he is about the specific details, but appreciate his response.  After waiting two months since we filed a complaint with Revdex.com on August 10th, it is obvious based on their lengthy response time how this issue is not important to the Suns' organization.           In going through Mr. [redacted]'s letter, there is no mention about how Suns' management has failed to respond since our last e-mail to them on June 28th.  No one within the Suns' organization has communicated with us in the 3.5 months since then.  They have failed to answer our outstanding questions and refuse to acknowledge our concerns.  We're not sure how this equates to "world-class customer service", but we know how poorly we've been treated during this time.  Since we initially brought this issue to the Suns' attention on March 23rd, the Suns have continued to handle their business in an unethical and deceiving manner.  We've been cheated, lied to, and personally attacked by members of the Suns' management, including President [redacted].  Mr. [redacted]'s unprofessional and inappropriate attack towards [redacted] during our group meeting was absolutely appalling to everyone involved.  His conduct was unbecoming for anyone, let alone someone in his position.  In the months since our June 1st meeting, we have repeatedly asked for an apology from Suns Owner [redacted] and Mr. [redacted].  They have refused to apologize as a result of the heated conduct by Mr. [redacted] towards [redacted].  Mr. [redacted] has never communicated with us at any point, despite numerous contact efforts on our part.  This shows us exactly how the Suns' organization values and appreciates us as longtime & loyal Suns' season ticket holders.  Suns' management has shown absolutely no apologetic, remorseful, or sincere demeanor towards us during this entire ordeal.  It is truly indicative of how they feel and we are now able to comprehend how they've treated many fans who are no longer associated with the organization.  The current regime is a terrible reflection on the Suns' storied history, which was built by a previous owner.In addressing the first ticketing incident, Mr. [redacted] mentioned how the Suns employee who offered the deal by "error" is no longer with the organization.  This is false, as has been the case with many important details the Suns have shared along the way.  The person who sat behind us was offered the heavily discounted tickets and inflated incentives by Mr. [redacted].  Mr. [redacted] is still with the Suns' organization as their Manager of New Business Development.  He has been with the Suns since June 2012, when he started as a Sales Consultant.  This particular incident occurred prior to the (2013-2014) season, while the discounted season ticket rates were offered for 3 seasons.  During previous meetings,current members of the Suns have placed the blame on former employees, while failing to take ownership in the process.                 Mr. [redacted] & the Suns have failed to acknowledge or discuss the several other pricing incidents I have been made aware of during this situation.  In a second instance, one longtime Suns season ticket holder attended the Suns SeatRelocation Event in May 2014.  In looking for an extra pair of tickets to add to his account, a Suns employee waved himover to view a seat location in private. The Suns offered him 2 seats in Sec 124 for $ 35.00 per ticket pergame.  The season ticket price was significantly below face value.  These seats were not listed as available on the public board and were not madeavailable to the public.  After purchasing this discounted deal for the (2014-2015) campaign, the season tickets increased in price for the (2015-2016) season, but were still belowface value.  Again, discounted tickets were offered for more than 1 season and these offers were not made available toall.  After sharing this information with the Suns, [redacted] stated they’ve been unable to “detect” and “locate” thespecific account in Sec 124.  In a third instance with a chiropractor, who had been a shareholder of Suns tickets for many years, hedecided to pursue season tickets of his own. He called the Suns several years ago and inquired about availableseating in the lower level.  The Suns explained their availability and prices, before focusing on a pair of seats inSec 110.  These seats were too expensive for his liking, which led to a haggling situation.  The chiropractor stated the price he would beable to afford and told the Suns he would only purchase the tickets at hisrate.  The Suns obliged and discounted the listed season ticket prices for this prospective season ticket holder.  After sharing this case with the Suns, Mr. [redacted] said the 2 discounted seats in [redacted] are no longer occurring, which is something I already knew.  The main point is this is not a one-time "error" or "mistake."  These pricing situations have repeatedly occurred throughout the arena and the Suns have admitted these discounted rates have continued for many seasons. The Suns claim they've made "every reasonable effort to resolve this matter", but that is far from the case.  Mr. [redacted] stated how the Suns have offered autographed merchandise, experiences, and tickets to (6) (Mercury, Rattlers, concerts, & member events).  We have never been offered tickets to any concerts.  We were only extended tickets to two Mercury games and one Rattlers game.  The autographed basketball was returned to the Suns, since it was not a necessary answer to resolve this situation.  The member events are something every Suns full season ticket holder is entitled to attend, not a special invitation due to our circumstances.  Based on paying full price for our season tickets each season, these events come with our season ticket membership.            If Suns' management truly "valued its customers" and made a "fan-first approach", we would not be standing where we are today.  The Revdex.com prides itself on recognizing businesses who behave and run in an ethical manner.  Throughout the course of this issue, the Suns' organization has failed to handle themselves ethically.  They've continually operated in a deceiving, secretive, unfair, and unethical fashion, alienating their most loyal supporters as a result.  Failing to respond via e-mail, phone, or regular mail is not the proper method to resolving these cases.  Refusing to apologize and take responsibility for their actions, showcases the true culture of the Suns.  Taking two months to reply to the Revdex.com complaint proves how little we mean to Suns' management.  To this day, the only resolution the Suns have offered was a refund towards this season's payments.  The Suns would prefer for us to go away and don't want us to remain loyal to OUR team.  We declined the offer, but please understand that there have been no other resolutions extended by the Suns' organization.As has been our goal from the very beginning, we're looking for a resolution to this matter.  We requested a full refund for the ($ 14,156) price difference in season tickets over this 3-season period.  We asked Mr. [redacted] and Mr. [redacted] to apologize, but no response was received in return.  We posed many reasonable and logical questions to Suns' management, only to receive no communication since that June 28th e-mail.  Mr. [redacted] noted how they've "offered everything we can to resolve the concern", but this is far from the truth.  The Suns can claim they reserve the right to make the final decision on all ticketing transactions, but they have failed miserably to operate their business in a fair and ethical manner.  If the Suns' organization stands by their business practices and feels proud of their conduct, all Suns season ticket holders should be aware of how they operate.  If everything is transparent and first-class, every Suns' customer should have the opportunity to realize exactly how the Suns' organization treats their fans.  We have been cheated, deceived, and treated unprofessionally by the Suns.  We are not satisfied with their response and this does not equal a resolution by any means.  All of our questions need to be answered, an apology should be written by Mr. [redacted] & Mr. [redacted], and communication must be initiated on their end.  Mercury tickets, Rattlers tickets, and a signed basketball does not equate to the ($ 14,156) we're owed as your most devoted fans.  This is not an equitable resolution on the Suns' part.  We will continue to communicate and handle ourselves with the utmost respect and professionalism for the Suns' organization.  At the very least, we would appreciate similar behavior in return during this time.Sincerely,Dr. & Mrs[redacted]

Review: As people who have had Phoenix Suns season tickets for over 25 years and served on the Suns' Advisory Board for 3 years, we've been lifelong fans of the purple & orange. In March 2015, we found out the person who sits behind us has been paying significantly less for her season tickets than us. We're located in the same price range, but we're paying much more over a 3-season period. This person had (2) season tickets in [redacted], while we have (4) season tickets in [redacted]. In (2013-2014), this person paid $ 27.27 per ticket per game, while we paid $ 74.75 per ticket per game. In (2014-2015), this person paid $ 35.23 per ticket per game, while we paid $ 54.75 per ticket per game. In (2015-2016) this person would pay $ 44.32 per ticker per game, while we would pay $ 57.75 per ticket per game. Over this 3-season period, the total difference in price for our (4) season tickets amounted to $ 14,156. Not only did this person receive a heavily discounted deal, but she also received (2) [redacted] concert tickets, Coyotes tickets, tickets to multiple Rattlers games, and autographed basketballs/jerseys. As someone who has been a longtime Season Ticket Holder, it was very frustrating to see a 1st-year fan receive all of these unadvertised benefits.

Over the past four months, we've been in contact with Suns' management over this season ticket pricing deception. At first, [redacted] (Suns Vice President of Ticket Sales & Service) wanted to meet with us to customize our benefits to fit our needs. Next, [redacted] (Suns Senior Vice President & Chief Sales Officer) claimed there were "Numerous Inaccuracies" and "Misguided Statements" with our facts contained in an e-mail. All of our information has proven to be truthful and his claims could not be backed up. Then the Suns stated they would not communicate in writing anymore, preferring face-to-face communication only. Following a meeting with [redacted] (Suns Director of Membership Experience) and (4) Suns season ticket holders, [redacted] admitted that this pricing has occurred and said it was an "error" or "mistake." In his response, [redacted] also mentioned that this person who received the discounted tickets, along with many others, have all continued to receive pro-rated season tickets prices for several following seasons. All of those included are still paying below face value prices, while longtime, loyal season ticket holders are unaware of these deals. The deals were not made public and were not available to all.

In speaking with other Suns season ticket holders, this is not the only pricing incident which has occurred under management’s watch. In a second instance, one longtime Suns season ticket holder attended the Suns Seat Relocation Event in May 2014. In looking for an extra pair of tickets to add to his account, a Suns employee waved him over to view a seat location in private. The Suns offered him 2 seats in [redacted] for $ 35.00 per ticket per game. The season ticket price was significantly below face value. These seats were not listed as available on the public board and were not made available to the public. After purchasing this discounted deal for the (2014-2015) campaign, the season tickets increased in price for the (2015-2016) season, but were still below face value. Again, discounted tickets were offered for more than 1 season and these offers were not made available to all. After sharing this information with the Suns, [redacted] stated they’ve been unable to “detect” and “locate” the specific account in Sec 124.

In a third instance with a chiropractor, who had been a shareholder of Suns tickets for many years, he decided to pursue season tickets of his own. He called the Suns several years ago and inquired about available seating in the lower level. The Suns explained their availability and prices, before focusing on a pair of seats in [redacted]. These seats were too expensive for his liking, which led to a haggling situation. The chiropractor stated the price he would be able to afford and told the Suns he would only purchase the tickets at his rate. The Suns obliged and discounted the listed season ticket prices for this prospective season ticket holder. After sharing this case with the Suns, [redacted] said the 2 discounted seats in [redacted] are no longer occurring, which is something I already knew.

The Suns have been operating in a secretive manner for some time, as evidenced by our experience with their price seating charts. We had asked our rep for a price seating chart two seasons ago & he wouldn't give us one. The Suns have always included one map in each of our mailed renewal invoices, but have since stopped including them within the last two seasons. Our previous rep at the time offered to show us the map at the Sixth Man desk, but couldn't allow us to bring one home. We e-mailed our current rep in March and asked him if he could e-mail or mail us a price seating chart? He responded by saying that they don't have an electronic version, but we could come pick up a paper copy at the Sixth Man desk during an upcoming home game.

Another Suns season ticket holder experienced the same thing, where she repeatedly asked for a new price seating chart. Her rep said they didn’t have an electronic version to send her. After pressing the issue following many months of inactivity on the Suns’ part, she followed up with [redacted]. He eventually e-mailed her an electronic price seating chart, which is exactly what the reps said did not exist. When discussing prices specifically, we also asked our rep if all of the season ticket holders sitting in our price range are paying the same price? He stated that everyone is paying the same and the map showed no difference in price. When we spoke with him in-person at a Suns game, we asked him the same questions again. We insinuated that other season ticket holders are getting better deals and asked him if there are any other seats around us that cost less. Our rep answered no to that question. This proved to be false, as Suns’ employees continued to provide inconsistent information to their loyal season ticket holders.

As we continued to communicate with the Suns in search for a resolution, they only offered to refund the payments we've made towards next season (2015-2016). This led us to speak with upper management. Suns President [redacted] and [redacted] both said in e-mails that they stand by their business practices. They explained how their business operates in a similar manner to other industries (Airline, Car, Real Estate, Black Friday). We secured a meeting between (4) reps from Suns' Management ([redacted], & [redacted]) and (8) Suns' Season Ticket Holders including ourselves. No resolution was offered. Suns President [redacted] interrupted me and spoke over me at the beginning of the meeting. He was seen acting in an angry, heated, and unprofessional manner. Many in attendance called him out on his behavior, stating that he was mad, rude, defensive, and inappropriate in his actions. [redacted] personally attacked me and questioned my past experience with business meetings. Following the meeting, we asked for a written apology from [redacted] & Suns Owner [redacted]. After two months have passed, no apology has been offered on their part. They had a chance to redeem themselves and make a positive out of a negative situation. They both failed to take advantage of that opportunity. [redacted] has not responded to any of our e-mails or phone calls during this entire ordeal.

During this process, all we've been looking for is a resolution to this pricing scam. We feel taken, cheated, and mistreated by Suns' management. The Suns have acted in an unethical and deceptive manner. We're disappointed and sad with how this situation has been handled. The trust we've built with the organization over many decades has been lost. "Seniority" means nothing and we don't feel valued as longtime & loyal Season Ticket Holders. Throughout this situation, the Suns have provided inconsistent information and changed course many times. We're in search of a final resolution from the Suns' organization, which they've failed to provide us during this time. We're not satisfied with how we've been treated by Suns' management. Not one person has offered us an apology or expressed sincerity during our situation. If the Suns want to stand by their business practices, then everyone should be aware of their behavior. These offers were not made public and were not available to everyone. Equality and fairness were not taken into account by the Suns. We feel worse about the direction of the Suns' franchise than ever before, especially considering the demeanor & attitude they've all expressed towards us. Over the past month and a half, the Suns are no longer responding to our e-mails and phone calls. They are refusing to answer our questions and provide us with average level customer service. The Suns have always been OURS, long before anyone involved with this management team was in place. We’ve been with the team through thick and thin and are determined not to let this negative experience erode our love for the Suns.Desired Settlement: We're requesting a full refund for the 3-season price difference in Suns' season tickets ($ 14,156). We want all of our outstanding questions answered, along with a written apology from [redacted] & [redacted].

Business

Response:

Thank you for allowing me to respond to the Complaint. We take great pride in offering world-class customer service to our Fans and Members. Let me start by providing a little background.As a business, we reserve the right to make the final decision on terms and pricing on all of our ticketing transactions. Four seasons ago, we offered a “deal zone” area within our Arena that we first offered to existing Members in an attempt to grow our business. The Complainant, as a Member, was presented this offer via email, but did not accept. Unfortunately, we had a sales person who mistakenly offered to a buyer a location that was not in the “deal zone”. Once we realized the error, we agreed to honor the pricing for that particular ticket buyer. The sales person is no longer with the organization, and the ticket buyer is currently not a Member.We have had numerous discussions with the Complainant in an attempt to explain and resolve the perceived issue, including over two dozen emails from the organization, at least six phone calls from our Senior Vice President/Chief Sales Officer, and one face-to-face meeting. The Complainant does not seem to want to appreciate the actual circumstances. We have made every reasonable effort to amicably resolve the matter, including offering the Complainant experiences and autographed merchandise. In addition we have invited the Complainant to at least six games/events (Mercury games, Rattlers games, Concerts, Member Events, etc.), but they have declined to attend.We really do value our customers and we take a fan-first approach in these types of situations. However in this case, we believe we have offered everything we can to resolve the concern but to no avail.Thank you for taking the time to read our response.[redacted]Executive Vice President/CFO

I signed up for [redacted] season tickets in 2012. I paid for a large portion of the tickets for the 2012-2013 season before the season started. I was then activated by the [redacted] from a Reserve status. I was unable to fulfill the rest of my payment nor attend any games. For the past 3 years I have remained activated and have not lived in [redacted]. During this time I have been contacted countless times by the [redacted] via email and phone. I have asked several times to be taken off the list for future contacts. This has yet to happen despite my many requests to be removed entirely. Please stop harassing me and soliciting my business.