Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/20/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets on 4/1/2025 from the VBC ticket office. The cost of tickets was $92.50. The tickets were for a Staind concert scheduled for May 11, 2025. This is labeled as a non smoking facility. Not to mention its the law, to not smoke inside with exception of very few places. The business was committed to provide me a concert without the affects of 2nd hand smoke. Not only were there 5 people in my immediate area vaping, when I asked one of them to not smoke in my face they pointed to the stage where the lead singer was smoking a cigarette. Eventually I literally could not breath and had to leave to get my inhaler. There was no vapes in the beginning, then when 1 began to vape they all began to vape. Not teo mention the lead singer making a statement it was okay. I have reached out to the Business with no response. I want a refund and would also like a recommendation of what will happen in the future if this happens again and I immediately bring it to their attention. I have video and pictures of the smoking if necessary.

  

  Business Response

  Date: 06/13/2025

  Dear Ms.********,
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize that your original message via ******** was not acknowledgedwe regret the delay and truly value feedback from our patrons. Your comments have prompted important internal discussions, and we appreciate you bringing this to our attention.
  
  We understand how frustrating and uncomfortable your experience must have been,particularly given your sensitivity to smoke and the disruption it caused to your evening. The Von Braun Center is a non-smoking facility, and we strive to maintain a safe and enjoyable environment for all guests. While smoking is prohibited under state law, there is currently no city or state ordinance in ********** that explicitly bans vaping in public facilities like ours.
  
  That said, we recognize that vaping can be just as disruptive and concerning to many guests. Weve since developed and published a Guest Code of Conduct on our website, clearly stating our expectations for patron behavior. As a result of your feedback, we are now actively working with city officials to determine an appropriate policy for handling vaping inside the VBC, and we will update our conduct guidelines and staff training accordingly once we receive further guidance.
  
  In the meantime, we encourage all guests to promptly notify a VBC staff member or security officer if any situation impacts their ability to enjoy an event. Our team is here to help, and we want to ensure issues can be addressed immediately when possible.
  
  Regarding your request for a refund: while we are not able to issue a monetary refund,our Executive Director would like to offer you a VBC ********** gift certificate in the amount of your tickets. This will be available under your name at the VBC ********** starting next week and may be used toward any future event ticket purchase through our box office.
  
  Again,thank you for your feedback and for giving us the opportunity to improve the guest experience at the VBC.
  
  ******** *******
  VBC Director of Marketing & PR