XPR Augusta's Masters Week concert refunds issued, but customers say 'It's been a nightmare'
Angela Sims of Evans said she tried calling XPR Augusta and its organizers at C4 Live at least 25 times trying to get her refund, and while she eventually got her money back, Sims said of the whole process: "It's been a nightmare."
XPR Augusta announced on its social media pages May 31 that final refunds have been distributed to all accounts, but many customers remain angry, concerned and disappointed they said.
"This was [for] my sister’s 60th birthday," said Debbie Zenk of St. Petersburg, Florida, about her canceled Blake Shelton tickets. "Needless to say we were quite disappointed."
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The inaugural concert series scheduled for Masters Week was set to offer superstar entertainment, featuring artists like Shelton, Pitbull, Nelly, Tim McGraw and Jimmy Buffet; all performing in Lake Olmstead Stadium following a major renovation to turn the abandoned space into a modern venue.
Reports in late January indicated the renovations were ahead of schedule.However, on March 3, development was stopped due to soil instability. On March 18, ticket sales were stopped, and the series was officially canceled on March 30, one week before it was to start.
Michelle Thigpen Rose of Augusta said she tried to get her money back in early March when all signs pointed to the shows being canceled, but refunds weren't allowed until there was an official cancellation.
"I waited patiently until it was officially cancelled and contacted them again. I spent $880 and I wanted it back. They assured me the refunds would only take 20 days from cancellation. After that time had passed, I contacted them again and the lines had been shut off," Rose said. She got her refund on Friday, May 27, but Rose still said the whole situation "felt like a scam. It was very unprofessional all the way around."
Several other customers reported similar issues.
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Erin Rasor Carrillo of Woodstock bought her tickets last year, "finally" got refunded last week, and "honestly didn’t think I would get it back, especially after calling multiple times."
In their May 31 post, C4 Live posted on its XPR Facebook page that they "sincerely apologize that the refund process took longer than anticipated."
In addition to delay in refunds, Carrillo and Sims' comments about multiple failed contacts was another common complaint. Debra Poland of Lincolnton had this issue, and said on top of everything else, she lost the ticket insurance that she bought with her admission.
"It's been frustrating. It taught me a lesson that I'll go through Ticketmaster from now on. Obviously, they didn't have their act together," Poland said.
Development Authority, 'simply the conduit'
Many ticket-buyers who were contacted said Augusta officials should have intervened, and some have even blamed the City of Augusta for their troubles, but the city's role is not so direct.
XPR's organizer, the Las Vegas event-producer C4 Live, subleased the stadium from the Economic Development Authority that gives C4 Live free venue space at the stadium for 80 days a year for 10 years in return for covering the expenses associated with renovating the stadium.
EDA Executive Director Cal Wray described the authority as "simply the conduit" for this project between the city and C4. The city owns the property but was not involved in planning the event, Wray told The Chronicle previously.
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While they fully support C4 and their "good product," Wray said the recent complications will require the company to rebuild their customers' trust, "and we think they will, but time will tell."
He went on to say two engineering reports have been conducted on the soil instability and the engineers are looking into solutions this summer. It isn’t the first time the soil stability has been in question. During the 2019 Papa Joe’s Banjo-B-Q Music Festival, a truck was observed sinking into the dirt.
Anyone who has still not received their refund for XPR Augusta can email Tickets@C4LiveEnt.com.
Email and voice messages to C4 Live managing partner Michael Perry were unreturned.
This article originally appeared on Augusta Chronicle: XPR Augusta concert customers discuss 'nightmare' refund process
