Problem Solvers help Disney fan with Down syndrome get better tickets

Problem Solvers
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DENVER -- Mary is a 21-year-old with Down syndrome and a huge fan of Disney’s Frozen.

When Mary heard some of her favorite characters were heading to town for Disney’s "Frozen on Ice," she immediately asked her mom, Janet Heeter, if they could go.

“She’s been talking about this forever,” Heeter said.

So mom agreed and bought tickets online at

“It was very deceptive of the ticket re-saler,” Heeter said. “They had the floor plan of the Pepsi Center.”

Heeter knew that seat location was important because Mary has poor vision. She picked out what she thought were two $57 seats. Then after a $35 service fee and $15 delivery fee, Heeter paid $165.

“It was really a bait-and-switch situation,” Heeter said.

When the tickets arrived, Heeter noticed the tickets were priced at $30. So she emailed the FOX 31 Denver Problem Solvers: “What a rip off! My daughter won’t even be able to see the show and it cost me over $160 for two $30 seats! How can they do this to people??”

The Problem Solvers wanted to help, and so did the Pepsi Center. So we teamed up to help Mary switch her overpriced upper level tickets to third-row seats.

“It was really nice of FOX 31 and very nice of the Pepsi Center to step up and help too because it wasn’t their fault,” Heeter said.

Heeter also said the Pepsi Center is aware of the ticket resale website and its overpriced tickets, but unfortunately there is nothing it can do about it. It is legal.

It's a good reminder to be extra cautious when buying event tickets, and it’s always best to buy through the venue’s official website when possible.

“It’s nice that people care and care about Mary’s situation,” Heeter said. “Getting in closer to the action will be something that will help her enjoy it better.”

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