ComplaintsforQuint

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought tickets from this online service listed ************* VIP. I paid for two tickets and I paid for the full refund because you just never know what's going to happen. Today I received an email from my employer that as of September 30, 2024 at midnight our federal agency "ALL EMPLOYEES" will be on furlough due to there is no budget. As a Federal employee we do not know how long or short this furlough will be however, all work will have to be made up before the holidays is the anticipation of the agency. ******** is not one of this company's reason for a refund. However, I don't know where my money will be during that time and I cannot afford a football game so I requested a full refund. I paid for the insurance and I want a refund. What I do know is I will never purchase from this company again and consumers should be warned about this. I work for *** I am a civilian employee and everybody with common sense knows that the Government is not working on a budget. I cannot afford to fly to ******* for a game and live in a hotel and I might not have any money and if we get a temporary budget that means making up work. This company told me they don't care that my workload is changing this is their response to my situation. As a Federal employee my agency is not going to even verify that I work for the Government. This company obviously is only interested in stealing from people. I would like a refund. I can't tell the Government not to furlough me and other employees. I could be without an income for I don't know how long and you're mad because I can't afford to attend a game now. MY LIVELY HOOD matters.

  

  Business response

  10/01/2024

  My name is ****** J *******.  I am VP of ************** for ************* VIP/QUINT.  Firstly, allow me to say that we are sorry that you have been furloughed, and certainly understand the hardship that typically follows.  Given the unique circumstances of your situation and employment with a government entity, we are happy to work with you on this situation.  That said, I do need to address the points that you make in your complaint.  ************* is a third party company that we partner with to provide refund protection.  When you purchased the refund protection you were prompted to accept the Terms of Service which you did.  The Terms of Service clearly state the criteria for claim approval and rejection.  Furlough, in general, is clearly indicated as not eligible for a refund.  As such your claim was rejected. The accusation that our company and our partners do not care about our customers, and only seek to steal from them is simply unwarranted.  I understand that frustration with the rejection undoubtedly prompted such accusations.  Although your claim was rejected by *************, I am happy to speak with you directly about this situation and work with you on a mutually agreeable resolution to this situation.  Please contact me directly on my email at ********************************** to discuss this matter

  Customer response

  10/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Allow me to publicly apologize for making accusations about Quint stealing consumers money. Unfortunately, I was talking out of fear. I sent my feelings in lieu of my concerns to the BBB and this information was sent to Quint and somehow the ** of the company responded directly to me to address my concerns. I am really grateful that the ** found my situation worthy enough to look into and assist me in finding a solution. I wish there were more companies out there that really cared about their customers. ********************** went over and beyond the norm. 
  
  Thank you. 
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased prime seat package with a deposit of $500 plus 47. And change to guarantee a refund.....nothing was said about a list of reasons.....it was false advertising and seats are on sale now....I don't have tickets or money. I want a resolution NOW. I want my money.

  

  Business response

  08/19/2024

  *********, my name is ***************************.  I am VP of Guest Experiences for *** Experiences/QUINT.  I have read your complaint and I would like to ask that we connect to discuss the situation. As you know, you purchased a deposit for the *** Stadium Series.  The actual package options for this event go on sale tomorrow.  As such you would be able to convert your deposit into a package per our standard process.  If there are other circumstances that are driving this complaint, I am very happy to speak directly with you and come to a resolution.  To that end, I will email you directly to set up a time for us to speak and resolve this complaint.

  Customer response

  08/19/2024

   
  I am rejecting this response because:
  I have already attempted to call them twice and left my call back info. 

  I'm not going to wait longer for a call when he can send my refund to me now directly. I paid the extra money to get my $500 back and I want it now. No discussion is needed. I feel I have been scammed and I just want this experience to be over.  Thank you. Stephanie 

  

  Business response

  08/19/2024

  With all due respect, that is not how this works.  You purchased online and agreed to the Terms & Conditions that specifically address the process for making a claim for refund via the refundable.me product. The protection is subject to review.  Refundable.me is third party product that we sell, but the claim process and refund would come directly from Refundable.me.  It is clear that you did not fully realize what the refund protection entailed, and I am willing to work with you on resolving this,  It will require a direct conversation however.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a single mom of three and my trip to the Kentucky Derby was one I had saved for and was excited to check off my bucket list. However, life happened and due to unforeseen circumstances related to the health of one of my kiddos, I am unable to attend. I was grateful that I had purchased a refundable ticket as I had also done the same for my airfare and hotel. When I purchased the ticket from the link provided by ********************* ******** she asked me if I wanted to purchase a refundable ticket and made no mention of anything else. It was only when I requested a refund of my ticket, was I told they had a "list" of circumstances they provide refunds for. Since my reason for no longer attending involves a minor child, I wanted to know who would be reviewing this information and they were unwilling to provide this. I also requested a copy of the documents for the purchase of my ticket which they were also unwilling to provide. They continue to ignore my requests and I am requesting a refund. Thank you.

  

  Business response

  04/24/2024

  ******************, my name is *********************.  I am the *** of ***** Services for Derby Experiences/Quint.  The  refundable booking product that you purchased is managed by our partner Refundable.me.  The refund protection does require you to file a claim.  The Terms & Conditions for the refundable booking product clearly state the parameters on what is and isn't covered.  I have confirmed with Refundable.me that you have not yet submitted a claim.  This is absolutely necessary to begin the refund process.  From your complaint, you indicated that you were not aware of the claim process when you purchased.  We are happy to speak with you directly regarding the claim process, and the overall situation.  You can either reach out to your sales representative, or you can contact me at **********************************.  I look forward to hearing from you soon.

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to make an official complaint in relation to my F1 experience at *********** 2023, i paid high prices for our tickets to guarantee an exclusive experience, ***** for two tickets which would have cost me **** with silverstone The communication was minimal, it led to constant worry and stress pre the race, no clear explanation on timings of the pit walk, truck tour and f1 experience live, no direction on when the lanyard needed to be used, and luckily we had the launch party tickets separately to enter the track on the Tuesday as we werent allowed access to silverstone with our F1 lanyards without a ticket! We were told to stay in the queue as the lanyard and weekend ticket wasnt efficient to allow us entry to the track on the ThursdayI was sold an exclusive pit walk, there was nothing exclusive about the pit walk as the garages were all closed when we were finally allowed to enter the pits, meeting time was scheduled at 6:30pm , timing was awful as it meant we missed the F1 show on track to queue for the pit walk, we got to the queue at 6:30pm, still waiting 7:40pm a, when arrived at pits all cars were covered and not a soul in sight, garages closed ,disgraceful, unhappy with the experience, to then be told by the clueless staff that were standing around that we had to wait again before we could go the f1 live experience as they werent ready yet, another 25 minutes sitting around in an empty pit, the staff were standing around Upon entry of the F1 live experience there was no order some ran to the trucks others to get food and some to the stage, we were told to go on the truck, upon return we found that Estonian **** had been on stage, another driver missed, nothing was scheduled and no information provided on what was going on The lack of information was appalling from staff, complete disorganised, timings of events, as we were now in the complete opposite side of the track to the main stage and everything delayed we missed *************************

  

  Business response

  09/19/2023

  I have read the complaint and do have some clarifications that I would like to address directly with **************************************  The guest experience is of critical importance to our organization and as such it is crucial that we discuss customer feedback directly.  ************************************* has provided very specific feedback which is greatly appreciated, but I think it is better to discuss and work through these issues directly with the customer as opposed to responding here.  I have reached out directly to ************************************* to set up a time to discuss her feedback and next steps to resolve accordingly.

  Regards,

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 18, 2022, I purchased the **** F1 Fan Team Package for the ** Grand Prix from F1 Experiences/Quint Events for $4533.84. The package was supposed to include Grandstand seats reserved for Friday, Saturday, and Sunday at *********************** as well as gifts I never received. I was promised seats at ******* Grandstand (photo provided for reference). Instead, I was informed that those seats were converted to a new ************ so I was given the top of the staircase on the bleachers nearby instead (photo provided showing the lack of seats). F1 Experiences did not send my credentials to my house as promised. I messaged them and they told me to go to an office located in ******. This event was in *****. So, I wrote back asking for clarification and they advised me to go to a booth that was in the *********************** location. This information was incorrect and I wasted valuable time looking for it. It was actually outside of the venue so I had to walk out and come back through security again. I spent hours attempting to speak with someone who could help, including calling people who promised they would call me back but never did. So, I never received seats for Fri and Sat. And, the barbecue that was held was delayed with limited seating (definitely a fire hazard ** the venue) and was at the same time as the ******************* concert so we missed the show. I was told that they did not know what time the concert would be when they planned but I confirmed with the venue that set times were confirmed far in advance. I was finally provided with a seat on Sunday but this was after I lost hours of my time after F1 experiences gave my package seat away. I did not get what I was promised. I spoke with many people from the F1 Experiences team and continue to be ignored. I was told that I received a seat for Sunday but what about the full package I was promised, including seats on Fri and Sat? This was essentially a scam and I spoke with other attendees who felt the same.

  

  Business response

  05/10/2023

  I have reviewed the complaint details provided by ****************** and the attachments that were able to be opened that were provided as evidence to support the complaint.  Whereas I am in the process of reviewing the situation with both our onsite operations team and my ****** Services team, it is already apparent that ****************** had service and delivery problems onsite.  We certainly take these situations very seriously, and I will reach out directly to ****************** to discuss the entire experience and appropriate resolution.  

  Customer response

  05/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response by Quint Events and connected with *********************. He has agreed to provide a full refund. The payment is reportedly processing and I hope to have received the refund soon.

  Thank you. 

  
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 24 I purchased the "Trophy Package" for the 2023 ******* Grand Prix from QuintEvents in the amount of $3,598. In the description listed for the product, the package included: 3 day race ticket with Gold 10 Grandstand Seating, as well as access to behind the scenes experiences and events.Immediately after my purchase, I received an email letting me know my order has been confirmed. On September 30, I received an email from the merchant in question letting me know of a "Slight change to your F1 Experiences ******* Grand Prix Purchase". In the email, I was informed that because the grandstand I had purchased the package for was not being built for next year, they would be unable to provide Gold 10 seating, instead without my approval, I was moved to a completely different section of the venue, Gold 6.I contacted the merchant upon receiving the email to discuss changing to a seating location closer to where I was originally and was told they could not accommodate that. I asked the merchant if I can cancel the purchase for a refund upon which I was that it's usually not something that they allow but they will have a representative contact me later that same day to let me know. I never received a follow up call or a resolution.In QuintEvents ******************* they state that because I agreed to purchase a non-refundable package I am not entitled to a refund but section 3 "Our Contract With You" of their ****************** states that that once payment has been confirmed, the package as set forth in the description when I placed my order is guaranteed and QuintEvents is obligated to provide what I ordered based on the description. Because it no longer matches, I consider the non-refundable part of the agreement void.

  

  Business response

  11/10/2022

  I have reached out directly to ************** and will resolve this complaint directly with him.  
  
  Regards,

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased three F1 Experience ticket package for the French Grand Prix in July 2022 for approximately $5,000. The ticket package was supposed to include a one gift per ticket; we were told that the gift codes would be emailed to us several weeks after the event ended. When the codes did not arrive, we emailed asking for the codes; they keep telling me the codes are coming, blaming a third party vendor. I have yet to receive the gift codes. The attached email dated Oct 14, 2022 is the latest email response from the vendor on an email trail dating back to Aug 1, 2022.

  

  Business response

  10/27/2022

  ********************** did indeed purchase three F1 Experiences packages for the French Grand Prix that include gifts.  ********************** is correct when he indicates that he has not yet received the codes despite the communicated timeframe.  F1 Experiences completely understands the frustration expressed by ********************** in his complaint, and are working with our gifting partner to address.  The codes are not the problem.  The problem is a limited stock of gift options due to supply chain delays sustained by our partner.  Whereas I understand the contention that F1 Experiences is "blaming a third party vendor", that is not the actual problem.  Our partner has addressed the underlying supply chain issues, and will be sending out the gift codes to all F1 French Grand Prix customers on November 10, 2022.  F1 Experiences apologizes for the delays and will reach out to ********************** directly to resolve this complaint.

  Customer response

  10/28/2022

   
  Complaint: 18317846
  
  I am rejecting this response because:

  I was told on Sept 3rd by *****, ****** Services Coordinator, the gift codes would arrive in the coming weeks; then on Sep 27th, ************ ****** Services Representative, said within 10 days; then on Oct 13th, **** said the supplier would send the codes directly, but with no time frame, saying they are seeing this "issue" quite a bit with the supplier, referencing instances where the codes are delayed.  No mention was ever made regarding a supply chain issue, but now that claim leads to another promise weeks away.  My purchase was months ago and I would like to see immediate resolution and closure with this expensive purchase.

  
  Sincerely,
  
  *********************************

  

  Business response

  10/31/2022

  Again, I understand the frustration on the part of ***********************  I also understand that he has spoken to various people within our ****** Services team, regarding the Gift Code issue. The gift code links are sent directly to the client from our partner F1 Authentic.  The date for delivery of Gift Codes is the date specified by F1 Authentic.  As I indicated before, this is not a code issue, but rather a stock issue.  We understand that this has taken a long time to resolve and we apologize for the inconvenience surrounding the delays and misinformation.  That said, the date that codes will be sent out for the French race is November 17th.  That has been confirmed by F1 Authentic.  ********************** will receive the codes that were included with the packages purchased on November 17th.

  Customer response

  11/22/2022

   
  I am rejecting this response because:I waited until several days after Nov 17th (which was extended from the 10th) as you suggested.  I did email the company directly again and have yet to receive a response.  
  
  
  

  

  Business response

  11/22/2022

  I understand the rejection as ********************** was not sent his codes on the date indicated by our team.  We certainly apologize for the delay.  I followed up with our provider and have had the codes resent to our office.  ********************** will receive the codes today.  

  Customer response

  11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a pending credit card transaction of $4194 from Quintevents.It is listed as a pending transaction as of October 9, 2022, and will probably post to my credit card in a couple days. I did not make or authorize this transaction. I called my credit card issuer but it is a weekend.

  

  Business response

  10/11/2022

  I have received the complaint from Ms. ******** regarding the purchase of a ***************** Experience package in the amount of $4,194.00.  Per the requested outcome of being contacted by our organization, I have personally reached out to Ms. ******** and left a message on her voicemail.  I am happy to assist her with any issues regarding this purchase up to and including cancelation due to an unauthorized payment.  I look forward to a return call and expeditious resolution with Ms. ******** on this situation.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After 30 emails-refund could not be issued. I purchased insurance for a sporting event hurt my back, could not attend, submitted doctor notes and a refund has not been issued. I even called the United Kindgom to try and get the matter resolved and got no resolve. I handed in doctors note of my condition, emailed, called. I emailed over six employees over the course of this matter: ****** ******* ******** Experience ***** ******* ****** ******* They asked me the same questions over and over again-and then keep passing me over to a supervisor. I am seeking $250 dollars plus $10 dollars for a call placed to the **************.

  

  Business response

  08/02/2022

  **************** purchased 1 package for the 2021 F1 United States Grand Prix.  The package pricing was $3,599.00.  Per ******************** complaint, he also purchased our third party refund protection product which is managed by our partner Refunable.me.  Per the complaint, it appears that **************** filed a claim for a refund on the account of coming down with COVID and henceforth being unable to attend the event.  **************** filed a claim with Refundable.me for a refund.  It seems as though the claim process was frustrating, and required quite a bit of documentation,  Furthermore, it seems as if there was significant email correspondence between **************** and Refundable.me.  F1 Experiences/QuintEvents does sell the Refundable.me product, but we do not have any vision to or impact upon the decision making in their claim process.  Whereas I can understand and empathize ******************** frustration, the Terms & Conditions of the Refundable.me protection are very clear on what is and is not covered.  These Terms & Conditions must also be agreed to prior to purchase as well.  Although it is not made clear in the complaint, I would assume that ******************** claim was rejected by Refundable.me.  Allow me to reiterate that we do not have any vision to the claim process, but we can do is initiate an appeal of the rejection if that is what indeed occurred.  I have instructed our ****** Services team to initiate the appeal on behalf of ****************.  **************** would still be obligated to provide whatever documentation Refundable.me requests to adjudicate the claim.  We will be in contact with **************** regarding the status of the appeal and instruct on next steps.    

*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. ↩