US Airways Center

“The supervisor has only ever communicated with [redacted] husband, [redacted] Based on call reports pulled by our organization, the supervisor called [redacted] times between February 4th and May 5th, of which were called prior to the home opener on March 28thOn March 16th, [redacted] was concerned and accused us of increasing the balance on their account, so she had [redacted] call the supervisorThe supervisor explained to him that the only reason their balance increased, was because we included their balance for their playoff tickets from the seasonAll invoices that had been previously sent to our customers stated that the playoff balance would be included in the monthly payment, starting October 1, According to the supervisor, [redacted] then understood and apologized for the confusion [redacted] stated that he wanted to keep his seats for the season, but wanted to speak with [redacted] and see if they could come up with a way to pay the remaining balance [redacted] called the supervisor back on March 18th During their conversation on March 18th, [redacted] stated that he couldn’t pay off the balance prior to the home opener, but he still wanted to keep his seats, so the supervisor agreed to work with him and break up the balance into two payments over the new three weeksThe supervisor informed [redacted] that he had enough money down to cover the home opener and they could attend that game, but made it clear that the remaining balance for the season needed to be paid in full by Thursday, April 16thThe supervisor attempted to reach [redacted] for payment three times between April 2nd - April 8th, but was unable to reach himWhen the supervisor was finally able to reach [redacted] on May 5th, he said that they ran into financial difficulties and his phone was shut off for two weeks, which is why we weren’t able to reach himDuring their conversation, [redacted] said he was unaware of what [redacted] had submitted to the Revdex.com, so the supervisor asked [redacted] to have [redacted] call her, to make sure they are on the same pageThe supervisor informed [redacted] that she went ahead and issued a refund to the card on file for the requested amount of $178.74.”

Revdex.com:I am happy that the issue is resolved, but part of the information provided by the business is false, I have cell records for every call made and receivedThat they informed us that we could use our money towards home opener is incorrectYes my husband was the one speaking with the reps is correct but I was sitting next to him listening, when I had him relay that we would be filing a complaint with the Revdex.com she made a comment about posting to social media and then changed the subject back to the credit was not changing from $the comment about the phone being shut off for two weeks is inaccurate as well, but at this point I have come to expect lies coming from that group Thank you for helping resolve my issue , I know there are a lot more people that have had issues with this group for this season in the fan group we belong to more than twenty have made comments about these kind of issuesI know we have a clean conscience on the steps we took and stand by our responsesI know big business will always win in the fight because they have more resources than the average person, so thank you in helping us.Regards, [redacted]

“The supervisor has only ever communicated with [redacted] husband, [redacted]. Based on call reports pulled by our organization, the supervisor called [redacted] 16 times between February 4th and May 5th, 11 of which were called prior to the home opener on March 28th. On March 16th, [redacted] was...

concerned and accused us of increasing the balance on their account, so she had [redacted] call the supervisor. The supervisor explained to him that the only reason their balance increased, was because we included their balance for their playoff tickets from the 2014 season. All invoices that had been previously sent to our customers stated that the playoff balance would be included in the monthly payment, starting October 1, 2014. According to the supervisor, [redacted] then understood and apologized for the confusion. [redacted] stated that he wanted to keep his seats for the season, but wanted to speak with [redacted] and see if they could come up with a way to pay the remaining balance. [redacted] called the supervisor back on March 18th.  During their conversation on March 18th, [redacted] stated that he couldn’t pay off the balance prior to the home opener, but he still wanted to keep his seats, so the supervisor agreed to work with him and break up the balance into two payments over the new three weeks. The supervisor informed [redacted] that he had enough money down to cover the home opener and they could attend that game, but made it clear that the remaining balance for the season needed to be paid in full by Thursday, April 16th. The supervisor attempted to reach [redacted] for payment three times between April 2nd - April 8th, but was unable to reach him. When the supervisor was finally able to reach [redacted] on May 5th, he said that they ran into financial difficulties and his phone was shut off for two weeks, which is why we weren’t able to reach him. During their conversation, [redacted] said he was unaware of what [redacted] had submitted to the Revdex.com, so the supervisor asked [redacted] to have [redacted] call her, to make sure they are on the same page. The supervisor informed [redacted] that she went ahead and issued a refund to the card on file for the requested amount of $178.74.”

Please accept this email as a formal response to complaint #[redacted] regarding Mr. [redacted]. In reviewing his complaint with all pertinent staff members with the Phoenix Mercury, the Phoenix Suns, Sports & Entertainment Services, and Talking Stick Resort Arena (Community Relations, Mercury...

Marketing, Sales, XFactor Season Ticket Holder Membership Experience Staff, Guest Services and Guest Relations), no one was aware of Mr. [redacted]’s request.  Had any staff member in one of the Departments listed above become aware of his request, we would have made every attempt to accommodate him in some respect. Senior Director of Business Development Kyle P[redacted] was asked to determine if Mr. [redacted] was an XFactor Season Ticket Holder member. Upon further review, it was determined that Mr. [redacted] is not an XFactor member, but did purchase a ticket(s) to several games at the end of the season as he indicated. Senior Membership Experience Specialist Chris M[redacted] contacted Mr. [redacted] on 10/5 at 3:35pm and left a voicemail. Mr. M[redacted] contacted Mr. [redacted] by phone again today at 10:30am, left another message and also sent an email. Our course of action is to offer Mr. [redacted] an invitation to attend the Mercury All-Team Autograph session next season (which is an exclusive benefit to XFactor Season Ticket Holders only).  At this event, he will be able to acquire the autograph he seeks. Again, upon request, our organization makes every attempt to offer fans special guest experiences that are within our purview. Please let us know if you need any additional information.Regards, Alisa S[redacted]

Revdex.com:I am happy that the issue is resolved, but part of the information provided by the business is false, I have cell records for every call made and received. That they informed us that we could use our money towards home opener is incorrect. Yes my husband was the one speaking with the reps is correct but I was sitting next to him listening, when I had him relay that we would be filing a complaint with the Revdex.com she made a comment about posting to social media and then changed the subject back to the credit was not changing from $72. the comment about the phone being shut off for two weeks is inaccurate as well, but at this point I have come to expect lies coming from that group.  Thank you for helping resolve my issue , I know there are a lot more people that have had issues with this group for this season in the fan group we belong to more than twenty have made comments about these kind of issues. I know we have a clean conscience on the steps we took and stand by our responses. I know big business will always win in the fight because they have more resources than the average person, so thank you in helping us.Regards,[redacted]

Please accept this email as a formal response to complaint #[redacted] regarding Mr. [redacted]. In reviewing his complaint with all pertinent staff members with the Phoenix Mercury, the Phoenix Suns, Sports & Entertainment Services, and Talking Stick Resort Arena (Community Relations, Mercury...

Marketing, Sales, XFactor Season Ticket Holder Membership Experience Staff, Guest Services and Guest Relations), no one was aware of Mr. [redacted]’s request.  Had any staff member in one of the Departments listed above become aware of his request, we would have made every attempt to accommodate him in some respect. Senior Director of Business Development Kyle P[redacted] was asked to determine if Mr. [redacted] was an XFactor Season Ticket Holder member. Upon further review, it was determined that Mr. [redacted] is not an XFactor member, but did purchase a ticket(s) to several games at the end of the season as he indicated. Senior Membership Experience Specialist Chris M[redacted] contacted Mr. [redacted] on 10/5 at 3:35pm and left a voicemail. Mr. M[redacted] contacted Mr. [redacted] by phone again today at 10:30am, left another message and also sent an email. Our course of action is to offer Mr. [redacted] an invitation to attend the Mercury All-Team Autograph session next season (which is an exclusive benefit to XFactor Season Ticket Holders only).  At this event, he will be able to acquire the autograph he seeks. Again, upon request, our organization makes every attempt to offer fans special guest experiences that are within our purview. Please let us know if you need any additional information.Regards, Alisa S[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for forwarding the communication to your office from [redacted] regarding purchasing tickets for our recent Disney on Ice event. Ms. [redacted] was purchasing tickets through our group sales website and the e-mail containing her tickets was not sent via this automated process for an...

unknown reason. [redacted] in our group sales department also tried to forward this e-mail to her but it did not work, at which point he offered to leave her tickets on Will Call. Ms. [redacted] declined this option and asked for a refund. Our general policy is to not provide refunds after tickets have been purchased, but we do recognize the e-mail issues Ms. [redacted] experienced were frustrating ones. Furthermore, we pride ourselves on the highlevel of guest service we provide before, during, and after each event as we resolve guest issues or concerns that may arise. We will be providing a refund of $75.75 via check mailed to her address. If you have any questions, please contact [redacted] at [redacted] or ###-###-####. Thank you.

I am happy that the issue is resolved, but part of the information provided by the business is false, I have cell records for every call made and received. That they informed us that we could use our money towards home opener is incorrect. Yes my husband was the one speaking with the reps is correct but I was sitting next to him listening, when I had him relay that we would be filing a complaint with the Revdex.com she made a comment about posting to social media and then changed the subject back to the credit was not changing from $72. the comment about the phone being shut off for two weeks is inaccurate as well, but at this point I have come to expect lies coming from that group.  Thank you for helping resolve my issue , I know there are a lot more people that have had issues with this group for this season in the fan group we belong to more than twenty have made comments about these kind of issues. I know we have a clean conscience on the steps we took and stand by our responses. I know big business will always win in the fight because they have more resources than the average person, so thank you in helping us.Regards,[redacted]

“The supervisor has only ever communicated with [redacted] husband, [redacted]. Based on call reports pulled by our organization, the supervisor called [redacted] 16 times between February 4th and May 5th, 11 of which were called prior to the home opener on March 28th. On March 16th,...

[redacted] was concerned and accused us of increasing the balance on their account, so she had [redacted] call the supervisor. The supervisor explained to him that the only reason their balance increased, was because we included their balance for their playoff tickets from the 2014 season. All invoices that had been previously sent to our customers stated that the playoff balance would be included in the monthly payment, starting October 1, 2014. According to the supervisor, [redacted] then understood and apologized for the confusion. [redacted] stated that he wanted to keep his seats for the season, but wanted to speak with [redacted] and see if they could come up with a way to pay the remaining balance. [redacted] called the supervisor back on March 18th.  During their conversation on March 18th, [redacted] stated that he couldn’t pay off the balance prior to the home opener, but he still wanted to keep his seats, so the supervisor agreed to work with him and break up the balance into two payments over the new three weeks. The supervisor informed [redacted] that he had enough money down to cover the home opener and they could attend that game, but made it clear that the remaining balance for the season needed to be paid in full by Thursday, April 16th. The supervisor attempted to reach [redacted] for payment three times between April 2nd - April 8th, but was unable to reach him. When the supervisor was finally able to reach [redacted] on May 5th, he said that they ran into financial difficulties and his phone was shut off for two weeks, which is why we weren’t able to reach him. During their conversation, [redacted] said he was unaware of what [redacted] had submitted to the Revdex.com, so the supervisor asked [redacted] to have [redacted] call her, to make sure they are on the same page. The supervisor informed [redacted] that she went ahead and issued a refund to the card on file for the requested amount of $178.74.”

Review: The new ticketing office for the team has the worst customer service that I have ever encountered. We had put down a deposit for season tickets at the end of the season, by the time it came to pay the balance our financial situation had changed so we were unable to continue the option of purchasing, trying to communicate with the rep was voicemail after voicemail and weeks would go by with no answer. when we finally got an answer the rep informs that we owe even more than what was originally quoted for our ticket prices and that we had to pay. Informed them of the situation that we would have to let the tickets go and what would happen to the money we had paid. No answer, we elevated to a "supervisor" that had us playing voicemail roulette again. Week before season starts we call leave a voicemail and ask if we can just use that balance for however many games it would cover even at cheaper seats. No response, now we are at end of April and still trying to resolve we get an email that has cut our deposit down even further so we call leave a voicemail to find out the reason for that low "credit" on our books, we are informed that our money was applied towards the home opener , which we did not attend because we never got a response, so no credit will be given, even though they can show that tickets for those seats were never scanned nor did we ever pick up any tickets from the box office because we were never notified until 4/29 that we could use the tickets for the game on 3/28, the response is well we said it was ok to use them. I would just like my full credit.Desired Settlement: My family and I are long time loyal fans and we love to watch our favorite team play we only ask that we get the full amount credited since we never used any of it for the homeopener, we had planned that once our financial situation improves to try for the season tickets again, but if the lack of respect or empathy from your ticket staff continues I don't think we will.

Business

Response:

“The supervisor has only ever communicated with [redacted] husband, [redacted]. Based on call reports pulled by our organization, the supervisor called [redacted] 16 times between February 4th and May 5th, 11 of which were called prior to the home opener on March 28th. On March 16th, [redacted] was concerned and accused us of increasing the balance on their account, so she had [redacted] call the supervisor. The supervisor explained to him that the only reason their balance increased, was because we included their balance for their playoff tickets from the 2014 season. All invoices that had been previously sent to our customers stated that the playoff balance would be included in the monthly payment, starting October 1, 2014. According to the supervisor, [redacted] then understood and apologized for the confusion. [redacted] stated that he wanted to keep his seats for the season, but wanted to speak with [redacted] and see if they could come up with a way to pay the remaining balance. [redacted] called the supervisor back on March 18th. During their conversation on March 18th, [redacted] stated that he couldn’t pay off the balance prior to the home opener, but he still wanted to keep his seats, so the supervisor agreed to work with him and break up the balance into two payments over the new three weeks. The supervisor informed [redacted] that he had enough money down to cover the home opener and they could attend that game, but made it clear that the remaining balance for the season needed to be paid in full by Thursday, April 16th. The supervisor attempted to reach [redacted] for payment three times between April 2nd - April 8th, but was unable to reach him. When the supervisor was finally able to reach [redacted] on May 5th, he said that they ran into financial difficulties and his phone was shut off for two weeks, which is why we weren’t able to reach him. During their conversation, [redacted] said he was unaware of what [redacted] had submitted to the Revdex.com, so the supervisor asked [redacted] to have [redacted] call her, to make sure they are on the same page. The supervisor informed [redacted] that she went ahead and issued a refund to the card on file for the requested amount of $178.74.”

Consumer

Response:

I am happy that the issue is resolved, but part of the information provided by the business is false, I have cell records for every call made and received. That they informed us that we could use our money towards home opener is incorrect. Yes my husband was the one speaking with the reps is correct but I was sitting next to him listening, when I had him relay that we would be filing a complaint with the Revdex.com she made a comment about posting to social media and then changed the subject back to the credit was not changing from $72. the comment about the phone being shut off for two weeks is inaccurate as well, but at this point I have come to expect lies coming from that group. Thank you for helping resolve my issue , I know there are a lot more people that have had issues with this group for this season in the fan group we belong to more than twenty have made comments about these kind of issues. I know we have a clean conscience on the steps we took and stand by our responses. I know big business will always win in the fight because they have more resources than the average person, so thank you in helping us.Regards,[redacted]

Review: I had purchased 3 tickets to Disney On Ice for a total of $75.75. I was told I would receive an email with the tickets which I never received. When I contacted [redacted] he assured me I would receive another email with the tickets which I never received. At that point I just wanted a refund since I never got the tickets in the first place. I asked [redacted] about a refund and didn't get a response for 4 days. Finally he says to me they do not give out refunds and tries to offer me other tickets that did not relate to my previous purchase at all. To this day I have not received a refund and all of this started on 03/20/2014, the date I purchased the tickets.Desired Settlement: I want a full refund as I never got the tickets in the first place.

Business

Response:

Thank you for forwarding the communication to your office from [redacted] regarding purchasing tickets for our recent Disney on Ice event. Ms. [redacted] was purchasing tickets through our group sales website and the e-mail containing her tickets was not sent via this automated process for an unknown reason. [redacted] in our group sales department also tried to forward this e-mail to her but it did not work, at which point he offered to leave her tickets on Will Call. Ms. [redacted] declined this option and asked for a refund. Our general policy is to not provide refunds after tickets have been purchased, but we do recognize the e-mail issues Ms. [redacted] experienced were frustrating ones. Furthermore, we pride ourselves on the highlevel of guest service we provide before, during, and after each event as we resolve guest issues or concerns that may arise. We will be providing a refund of $75.75 via check mailed to her address. If you have any questions, please contact [redacted] at [redacted].[redacted] or ###-###-####. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have never had a bad experience at the USAIRWAYS Center. Staff is friendly and arena is clean. Great seats. No complaints. All praise. I would recommend this venue to friends. I like the feeling of family at suns games. From parking attendant to the players on the team everyone is professional and polite.