StubHub won't refund Bay Area couple's money for canceled rock concert: 'Prove it'

A South Bay couple bought rock concert tickets through StubHub to celebrate a birthday at the Guild Theatre in Menlo Park. They expected to see Foghat, known for “Slow Ride,” and planned the trip around the show. On the birthday, they arrived early, found the venue closed, lights off, and no crowd present. They reported that the concert had been canceled, but StubHub required proof that the show was canceled to issue a refund. The couple questioned how to prove something that did not happen, despite their travel plans and reliance on concert schedules. Their experience left the birthday ruined and the money unrecovered.

"They were excited to "take it easy" with the band famous for the song "Slow Ride" -- but no one told them the concert had been canceled. Not only was the birthday ruined, but they also couldn't get their money back. StubHub said they had to prove the show was canceled, or no refund. But how could they prove that something didn't happen?"

""We fly in, rent a car, get a room, go to the show," Kevin Patterson said. "We have a calendar just for all the shows." They've seen Journey at Oracle Park. Metallica at Levi's Stadium. "We're dancing and singing. We know all the music, and we enjoy it," Kevin said."

"So when the classic rock band Foghat booked a concert at Menlo Park's iconic Guild Theatre, right on Kevin's birthday, Charisse had to surprise him. "I thought, 'Oh, this will be great,' because it's been a long time since either one of us had seen Foghat,'' Charisse Patterson said. "We'd never been to the Guild Theatre, and it's a small venue, which we like. You can see the band up close.""

"Charisse found two tickets on StubHub for $327, a perfect gift. Or so it seemed. "We got ready to go. We showed up a little bit early, and when we drove by the place, I was like, 'How come there's not a big crowd of people around here?'" she said. "We walked over to the door, and it was closed up tight. All the lights were off. It was dark.""

Read at ABC7 San Francisco