Mosaic Manager Says Ticket Rocket Guaranteed Concert Refunds

By Robert Thomas

If the COVID - 19 pandemic had not shut down live concerts Mosaic Place would have seen more than a few Sharp Dressed Men on May 10th instead of thousands of concert goers now wondering if their money has grown Legs as they wait for refunds.

Clayton Finnell is an avid concert-goer who purchased tickets for the May 10th ZZ Top concert and the May 28th High Valley concert. He is left not only looking for more information about what is happening at Mosaic Place but also will he ever get a promised refund.

“It is City-owned and City ran. I bought my tickets right at the box office and why am I not getting my money back,” Finnell said, adding “there are thousands of people asking the same question.”

“It's not our fault. They sub it out to subcontractors and they (City of Moosr Jaw) should be paying it back,” he said.

Finnell said he felt the City needed to get rid of out of town contractors and keep the jobs and money local to help prevent what is happening at Mosaic Place right now.

“They need to fire Ticket Rocket.”

Ryan MacIvor general manager of Mosaic Place (Spectra Events Management) said he had been assured by Ticket Rocket refunds for the two cancelled concerts were in process.

The refund process has been slow due to the different phase-in of business in Saskatchewan and British Columbia.

To speed up the process Mosaic Place initially helped by collecting necessary information but stepped aside once Ticket Rocket could operate.

“Ticket Rocket is not in Saskatchewan in that time we were working through a process to find an expedited way to get refunds,” MacIvor said.

In mid-June the plans changed as BC's pandemic measures allowed Ticket Rocket again to resume operations and Mosaic Place was no longer working directly to assist Ticket Rocket with the refund process.

It was the last time MacIvor has spoken to Ticket Rocket.

Mosaic Place has additionally assisted ticket purchasers who do not have email file the on-line form to receive their refunds.

MacIvor said the Ticket Rocket contract was signed years before Spectra Venue Management assumed the role as facility management.

“The City is the owner of the facility and the signing group for it…during this same timeframe the City ended its relationship with Ticket Rocket…we have gone out to tender for a new ticketing provider for Mosaic Place.”

The relationship between Mosaic Place and Ticket Rocket was ended by the City on June 1st. The search for a new ticket issuing service is underway.

Asked whether or not the contract with Ticket Rocket had provisions to hold ticket funds in a trust account, bonding or insurance was held to protect the funds he said the City (as agreement signer) would have those answers.

Despite many ticket purchasers worrying they will not receive refunds MacIvor said Ticket Rocket guaranteed to pay refunds with 60 days of their target date or by August 22nd.

“Through their process, for the ticket purchasers there is 60 day time frame for reimbursement.”

“Ticket Rocket are the third party that holds the funds. They have guaranteed to refund the money,” MacIvor said.

Asked about New Zealand media reports which show Ticket Rocket there in deep financial troubles MacIvor said he heard about it after the final time he had spoken to Ticket Rocket.

“The first time I heard of some of this was the beginning of July maybe…the last time I spoke to Ticket Rocket was in mid-June.”

Presently MacIvor is on vacation.

MacIvor said during the interview he had heard more about it than he was already aware of when he spoke to MJ Independent. To get to a better understanding of the situation MJ Independent spoke to media in New Zealand.

Those media reports show Ticket Rocket New Zealand under police investigation due to not providing refunds for two events - Hurricanes Sports Rugby and the Warbirds Over Wanaka.

Consumer New Zealand has advised ticket holders not yet receiving promised refunds within 60 days to seek relief through their banks.

Ticket Rocket's holding company, Fortress Information Systems, lost a court battle and had $676,000 NZD seized to cover an outstanding event from February.

Ticket Rocket boss and Victoria native Matthew Davey is no longer living in New Zealand but has returned to Canada.

It is unknown at this time if Ticket Rocket Canada is financially directly tied to Ticket Rocket New Zealand.

“Right now their issues are in New Zealand but there is no indication that is happening in Canada.”

Despite the overseas problems for Ticket Rocket MacIvor stated Ticket Rocket still has guaranteed to do the refunds.

“Ticket Rocket Canada has to my understanding guaranteed their refunds…they will be doing the refund,” he said.

For those who do not want to wait for Ticket Rocket to process the refunds MacIvor said ticket purchasers may ask for charge backs from their credit card issuer.

“Ticket Rocket from every indication we know are going to go through the process but if people feel they want to reach out to their credit card company they can.”

For ticket purchasers like Finnell it is frustrating as the 90 day dispute mechanism for his credit card provider has expired. Other tickets were paid for with cash. He has been unable to get the refund form to work properly.

For Finnell the lack of information is another source of frustration.

“We need to know more information about what's going on and we need to know more about what is going on with our damn hockey rink,” Finnell said.

Asked about what many concert ticket purchasers must feel MacIvor empathized with them.

“We know it’s frustrating with customers and we ask for your continued patience Ticket Rocket said they are going to make up for this,” he said.

Several attempts to contact Ticket Rocket were unsuccessful.