Complaints

This profile includes complaints for Live Nation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Live Nation

  9348 Civic Center Dr Beverly Hills, CA 90210-3642

• 

  Live Nation

  44 N Main St Chagrin Falls, OH 44022-3023

• 

  Live Nation

  36 Bay State Rd Ste 2 Cambridge, MA 02138-1266

• 

  Live Nation

  220 West 42nd Street New York, NY 10036-7200

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  Live Nation

  PO BOX 880 Crozet, VA 22932

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:11/01/2022

  Type:Billing 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 had to go through better Business bureau to finally - after 6 months of attempts - get a credit from Live Nation for tickets to a show that got cancelled. They issued me a credit and the expiration date was November 1st 2022. That's today, so I went online to purchase tickets with the rest of my credit and I'm being told it has expired. I don't know how it's expired if it is still November 1st 2022 today. So once again they're trying to prevent me from using the money I spent.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/06) */
  Hello,
  
  We are in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  
  We're sorry to hear that you were not able to use your credit code.
  As advised when the codes were issued, the credit codes were able to be applied to future ticket purchases for eligible events, between July 15, 2020 and October 31, 2022.
  
  Unfortunately, the expiration date cannot be extended, nor a new code provided as the code was valid for over two years.
  
  We apologize for any inconvenience this may cause.
  
  Sincerely,
  Meredith
  Consumer Support

• Initial Complaint

  Date:10/31/2022

  Type:Product 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 bought an advance / early entry camping ticket for July 21st for a music event from Front Gate Tickets. The ticket conditions did not specify any entry times nor did the conditions indicate that entry would be denied if the ticket holder arrived past a certain time. When I arrived at the event on the morning of July 22nd about 1:30 am the staff at the camping site denied entry and indicated that camping was closed. Other attendees were denied entry as well. I have requested a refund through several avenues from Front Gate Tickets only to be pointed towards the event organizer (The Gorge Amphitheater - a music event venue in Washington) which is a sister company of Front Gate Tickets. Both entities are owned by LiveNation. The claim has been denied by Front Gate indicating that the event organizer (The Gorge Amphitheater) is responsible. I have have subsequently filed the claim with The Gorge Amphitheater only to be also denied with an indication that the ticket seller (Front Gate Tickets) is responsible. The behavior by both businesses is fraudulent as the ticket was purchased, fully paid for and the service that was promised was denied. The value of the ticket (including fees) was $85.85.
  

  Business Response

  Date: 11/15/2022

  The item the customer is inquiring about is a Thursday Early Entry pass. The customer openly states they did not arrive until 1:30 am on Friday morning.
  
  Unfortunately, we must maintain all sales final in this situation.

  Customer Answer

  Date: 11/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nowhere in the conditions of the sale did it stipulate that the entry would be limited to Thursday. In fact, there were no conditions in the ticket that stipulated at what time the purchaser of the ticket needed to arrive in order to be admitted other than the gates opening at Thursday 7/21 5 pm. We arrived post 7/21 5 pm so entry should have been granted. Attached see the copy of the ticket with a clear stipulation that the gates open at 7/21 5 pm.
  
  LiveNation's response to this is yet another case of "divert and deflect". None of the prior responses from LiveNation's subsidiaries indicated that there was a limitation to the entry time. In fact LiveNation's own staff at the event acknowledged that the closing time of the early entry camping was NOT communicated to the ticket holders when the ticket was sold/purchased. Therefore a refund is still appropriate since this is still a case of service being paid for and not being provided. I continue to insist that the $85.85 be fully refunded. Should LiveNation continue to refuse I will pursue additional avenues, including legal remedies.
  See Attachment/File: Screenshot 2022-11-18 at 5.41.42 PM

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 8, 2022/11/15) */
  The item the customer is inquiring about is a Thursday Early Entry pass. The customer openly states they did not arrive until 1:30 am on Friday morning.
  
  Unfortunately, we must maintain all sales final in this situation.
  
  
  Consumer Response /* (3000, 10, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nowhere in the conditions of the sale did it stipulate that the entry would be limited to Thursday. In fact, there were no conditions in the ticket that stipulated at what time the purchaser of the ticket needed to arrive in order to be admitted other than the gates opening at Thursday 7/21 5 pm. We arrived post 7/21 5 pm so entry should have been granted. Attached see the copy of the ticket with a clear stipulation that the gates open at 7/21 5 pm.
  
  LiveNation's response to this is yet another case of "divert and deflect". None of the prior responses from LiveNation's subsidiaries indicated that there was a limitation to the entry time. In fact LiveNation's own staff at the event acknowledged that the closing time of the early entry camping was NOT communicated to the ticket holders when the ticket was sold/purchased. Therefore a refund is still appropriate since this is still a case of service being paid for and not being provided. I continue to insist that the $85.85 be fully refunded. Should LiveNation continue to refuse I will pursue additional avenues, including legal remedies.

  Business Response

  Date: 09/12/2023

  Hello ****,

  I have reached out to this fan directly via email to resolve this refund issue.

  Sincerely,
  *************************
  Consumer Support - Specialist
  
  

• Initial Complaint

  Date:10/30/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The music Festival Something in the Water was a 3-day ticketed event, allowing exit and re-entry. On one day of the festival, Saturday, I was unable to get entry because the event was too full. So basically they oversold the event. This meant that people who paid for a 3-day festival were only given a 2-day festival.
  
  I would like to be refunded for the one day I was not allowed entry. In general, I would be interested in the business who oversells event tickets to this extent.
  
  
  I had written because I was denied entry to the event Saturday and I was requesting a refund . I am unclear why I was denied . The following is my confirmation information:
  
  ***************************************************************************
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/15) */
  Hi *********,
  
  We looked into your inquiry and assisted with a partial refund of $300, processed on 11/11/2022. Please allow 7-10 business days for this to post to your account.
  
  
  Consumer Response /* (2000, 10, 2022/11/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am happy with this response, it is fair.

• Initial Complaint

  Date:10/28/2022

  Type:Product 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 have contacted ****************, ****************** and ******************************* multiple times, with escalations, to no response. these communications have taken place over the past 2 months.
  
  **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  I am unable to attend due to the restrictions that this opposes and the lack of accommodation to make it medically suitable. I have tried asking for a refund over the phone and email to all three companies/entities. I have raised escalations at least twice that was told would be on contact within no more that 48 hours. I have sent countless emails with no response, whatsoever. I have provided all requested documents and more.
  
  I am being ignored and disregarded.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/02) */
  We're sorry to hear about your circumstances and understand that your health comes first. Typically, all refund requests must be handled and approved by the event directly but due to your extenuating circumstances, we have reached out to the event on your behalf and they have approved a full refund of your order. Please allow 7-10 business days for the funds to reflect back onto your account. Thank you for your patience and we wish you the best of health.

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  HORRIBLE, STRESSFUL, ABSURD. This has been the most stressful 4 months dealing with this company. I purchased ****************** tickets during march with the purchase protection (IT IS A SCAM), the festival was July. I am from ********** and was flying out to ***** for this event. During the week of the concert ********************************************************************************************** Thankfully I was able to take a in-person ********** for proof. I contact ********* for a refund since I have the protection plan ************ is protected. They say it will take up to 14 days for a response. 2 weeks later no response so I email them asking for an update. They then respond OVER A MONTH later saying "Please provide the following: Completed claim form Completed Physician Statement or lab results ****************** test ( home tests will not be accepted) Copy of Ticket Order Confirmation showing amount paid for event ticketsWhen i received this email, I was so happy I took a in-person covid test and not just the 3 at home test i took. The covid test i took was with a local ******** testing shed that gives you your results through *** test and the link expires after a couple weeks so thankfully I took a screenshot of the positive test and the date. This should not be a rule where they dont accept in-home test. ******************************************** At this point I think I am good, all I have to do is give the information they ask for and I will get a refund, right, WRONG. I give all the information and they respond another 3 weeks later. The response is a 5 page PDF to fill out that i have to mail that is asking for a doctors note and more? There is no way i can get a doctors note ************************** also who gets doctor notes ********** (THERE IS MUCH MORE I CAN ADD BUT IM RUNNING OUT OF WORDS). I see ********** responding/helping people out which gives me hope of it not being a scam, please help me out.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/31) */
  It sounds like you have been reaching out to *************, the third party vendor we utilize for our ticket insurance. As they are a third party company, we cannot advise on their response times or policy. If you have already filed a claim with them, please continue working with ************* directly for more assistance. You may also like to contact the event directly as they may occasionally approve exceptions to their terms of sale in the case of extenuating circumstances. We apologize we are not able to assist you further and wish you the best of health.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I purchased the ticket itself from you, you guys can refund me. You guys promote ***************** but can't even hold up to what the secure ticket promotes. At this point, after months of trying to get my money back, I am 100% convinced ************* is a scam and you guys are the ones promoting it. Again at this point, the least you can do for me is refund me.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Unfortunately, as stated we cannot waive the terms of sale which state all sales are final and non-refundable. If you would like assistance, please contact your event directly as they may be able to assist further. Thank you for understanding and we apologize we cannot assist further.

• Initial Complaint

  Date:10/27/2022

  Type:Billing 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.

  ****************** advertised their pricing for ******** Tickets *************** Festival to be $1,205. Tickets went on sale at 10 am MST and I refreshed right when they were available. Within seconds the pricing went from $1,205 to $1,405, supposedly now Tier 2.
  
  To me, this is deceptive pricing, as they are using a non-disclosed number of tickets to determine when the tier pricing will take effect. For all I know, they didn't sell anything at $1,205 and just raised pricing immediately when the onsale happened. I understand supply and demand very well, but this is an egregious and deceptive practice. ****************** should be held accountable for these practices.
  
  I am attaching a screenshot of the Unavailable $1,205 ticket prices at 10:19 am MST, which also showed unavailable at 10 am MST sharp.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/31) */
  We're sorry to hear there was confusion with your ticketing purchase. Ticket prices are decided by the event promoter, with limited tickets available at each pricing tier. If the previous tier sells out, tickets will be made available at the higher price tier as an incentive to purchase early. In high volume on sales, ticket tiers may sell out quickly and roll over into the higher tier. If you have concerns over ticket pricing, we recommend you reach out to the event directly as they will be able to address your concerns more accurately. Thank you for understanding.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the answer because it is not MY confusion on ticket pricing. The price was advertised, then immediately upon "on sale" it changed. There was no display of how many tickets were available in Tier 1, just an immediate change in price. The perception from the consume is Bait and Switch. How do we know they had ANY tickets for sale at the advertised price? There could just be 1 ticket for sale, who knows? It just feels very scammy and deceiving. There should be regulations on what is allowed to be advertised and also show a specific quantity that is available in each pricing tier.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  Ticket pricing is set by the event and subject to change based on availability of tickets at any tier price. As tier one sold out quickly, tier two pricing was made available so fans could continue purchasing tickets. If you have concerns over pricing, we recommend contacting the event directly as they will be more equipped to receive your complaint. Thank you for understanding.

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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.

  On Oct. 12, 2022, during a Ticketmaster/Live Nation pre-sale, I made three attempts to purchase two (2) tickets, but received error messages at the completion of sale on the first two tries. This dispute addresses the following order:
  Order #: ************
  Date of Sale: October 12, 2022 at 12:11:48 PM EDT
  Event Date: Thu * Jun 15, 2023 * 7:00 PM
  Event Location: Citizens Bank Park - Philadelphia, Pennsylvania
  Seats: Sec AA, Row 22, Seat 3 - 4
  Total Price: $498.70 (Payment Method VISA - 5817)
  
  At 12:10 PM the Ticketmaster app was processing this order (see time and price on IMAGE 1 and time and seat numbers on IMAGE 2).
  At 12:11 PM I received an error message "It's not you - it's us. We're sorry, we're unable to process your request. Please try again.********************************* Return to Event Page" (see time and error message on IMAGE 3).
  
  "It's not you - it's us," plainly concedes responsibility for the error;
  "We're sorry, we're unable to process your request," denies the fulfillment of a sale;
  "Please try again," instructed me to start over and make new decisions and selections based upon the depleting availability of seats during Ticketmaster's pre-sale event surge; and
  "Return to event page," my only option, dumped me back into the queue for a new and separate purchase opportunity/session.
  
  Because of Ticketmaster's admitted error and inability to process my request/order and instructions to return to the event page and try again, I conferred with my concert companion and adjusted our plan. Alas, I rejoined the queue and made all new choices, based upon current availability, and purchased two (2) new tickets at 12:16:54 PM EDT (see IMAGE 4 for time & price). At 12:16:54 PM EDT, I got a pop-up informing me of my order (see IMAGE 6 for purchase confirmation and order number), followed by all the fanfare/offers that come afterwards. I received no confirmation at 12:11:48 PM. On October 13, 2022, I found I was charged for 2 sets of tickets. se
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Hello,
  
  I am in receipt of your recent complaint submitted to the Better Business Bureau. My apologies for any inconvenience this has caused. Thank you for bringing your concerns to our attention. You will receive the refund of $404.30 USD for order ************ in the next 5-7 (Mon-Fri) business days back to the Visa card ending in ****.
  
  Our merchant agreements require that refunds be provided to the original card, regardless of whether it's expired or the account has been closed. This is because it is the bank that pays that merchant with funds from the customer's bank account or through a line of credit which the customer is responsible to pay back. The merchant doesn't know if the account is in good standing, and if a refund is provided to another card, or via check, the merchant could potentially be aiding the cardholder in defaulting on their credit card balance.
  
  This is why credit card companies and banks require merchants to return the funds to the original form of payment. If the credit is provided to a card that is no longer valid, but the account is still active, the funds will still credit successfully. If the account is completely closed, the bank should reject the funds. Once that happens, Ticketmaster will send a check to the customer. If the bank does accept the funds to a closed account (they shouldn't do this, but it happens sometimes), it's their responsibility to refund the patron. We're very sorry for any confusion or trouble this has caused!
  
  Thank you for the opportunity to respond and address your concerns
  
  Sincerely
  Jason
  Consumer Escalation Team
  
  
  Consumer Response /* (3000, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As my complaint clearly states, I am disputing the FIRST charge ($498.70 for Order #: ************), not the second charge ($404.30 for Order ************) that was resolved PRIOR to my BBB complaint. Live Nation/Ticketmaster knows this, yet their response to you DOES NOT address the only charge/subject of my complaint. They wasted your time and mine in evading the actual issue.
  
  Again, their site error charged me after specifically apologizing to me for not processing my order and forcing me to make a new plan/purchase. Then they voided the terms of that "sale" by not allowing me to transfer the tickets, after telling me that was my option. That option remained greyed out even after I informed their service rep that I was unable to "Transfer," only to "Sell." They only wanted those tickets sold through their site, in order to generate a second $100 service fee. Please hold Live Nation/Ticketmaster and their attorneys/compliance responsible for their actions and arrogance.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  Hello,
  
  I am in receipt of your recent complaint submitted to the Better Business Bureau. My apologies for any inconvenience this has caused. Thank you for bringing your concerns to our attention. Order
  ************ was canceled on 11/8/2022 with the amount of $498.70 USD crediting back to the Visa card ending in ****
  
  Thank you for the opportunity to respond and address your concerns
  
  Sincerely
  Jason
  Consumer Escalation Team

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  Live Nation announced a festival, ******************, consumers purchased tickets and hotel packages for ********* to attend the festival. After months of planning, saving for flights and gearing up for an amazing show the weekend arrived. Our family ****************************** just to attend this festival. On 10/22, as we were standing in line waiting for the gates to open many people began to see on social media that the event was canceled. At 10:18am local time, we were informed that the show was canceled. The gates opened at 11am. The show was canceled due to a wind advisory. The wind advisory had been out for several days prior to the festival. As shock set in, I looked around and there were no food vendors set up and the place was pretty bare. It was evident that this festival was not going to happen and the organizers knew that a-lot earlier than an hour before admission. All week long, concert goers were getting text messages about the festival but they did not send one out confirming the cancellation. The organizers finally sent an email with a statement that they will refund only money for the tickets purchased. This is not acceptable. Many others flew from all over the world to come to this festival only. Not to tour *********. Live Nation has a long history of taking advantage of consumers and it is wrong. I am filing a complaint to at the very least have my entire package refunded. The weather cannot be controlled but the events leading up to and after this announcement could have been handled differently. All of the festival patrons deserve more. We could have used our travel insurance but since we made the trip we have no options. We are hoping that Live Nation will make things right.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/28) */
  We're sorry to hear about your experience but unfortunately for all fan and staff safety, the event must abide by weather and safety cancellations. As all on site decisions and operations are handled by the event directly, we recommend all comments and concerns regarding the handling of the cancellation be directed to the event directly so the proper parties can review them. In regards to your travel package, all packages were handled by ****, another company, and you will need to contact them directly at **************************** for assistance. Thank you for understanding.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response. For those of use that did purchase travel insurance, we are completely screwed because this company was trying to squeeze every dollar they could by not canceling the event sooner.
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  Please contact the appropriate parties you purchased with at **************************** for assistance. Thank you.

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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 would like a refund of Order #s ***********************
  
  We were promised a particular array of artists that were performing. As the festival date drew near and during the festival, multiple acts were cut and/or replaced resulting in a very different line up than what was advertised at the time of purchase very similar, if not identical, to a bait-and-switch sales tactic. I would not have made this purchase if I knew the line-up was going to be as it was during the festival. Also, on 2 days (9/24 & 9/25) the festival ended about 2 hours early and artists performance time cut due to inclement weather.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/27) */
  We're sorry to hear about your experience at your event. Unfortunately, per the terms of sale, the event lineup is subject to change without notice and all sales are final and non-refundable. If you have concerns about how the event was run or other issues on site, please contact the event directly as all on site operations are handled by the event directly. Thank you for understanding.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The reason I am getting in contact is about my terrible experience with the Porcupine Tree concert in Dallas Sep 23 2022 at Toyota Music Factory. I purchased tickets for me and my wife back in March. We are not tall people and that's why we always go for the first rows so we can enjoy the concert seated and still have a good view of the stage. For this event, we chose section 300, row A, seats 32-33, two good positions for our taste. We are from Orlando, FL and we spent a lot of money on flights, hotels, and a rental car in order to enjoy the first Porcupine Tree concert of our lives. When we arrived at the venue we found out that our sector was closed and we were reseated. We were instructed to go to the guest service in order to get the new tickets. Getting there, the person gave us new tickets, without giving us the opportunity to choose or even explaining to us what happened, which already started to make us uncomfortable with the situation. Only then we found out they seated us in sector 100, row R, seats 1-2. And let me tell you about these seats. More than 15 rows after the first row on a plain floor and the worst, seats 1-2 is the first and second seats from the corner, which means we would have a partial view of the stage, PAs got in front of the screens and we barely could see part of the stage. As expected, when the concert started, everybody in our front got to their feet the entire concert and of course, being short people, me and my wife couldn't see absolutely anything from the stage. It was so annoying and frustrating. I believe they thought giving us seats closer to the stage they were doing a good thing, but as a matter of fact, they did us harm, because we spent a lot of money and time enjoying this concert and all the experience was only a disappointing and annoying situation that we barely could enjoy it. I have been going to concerts for most than 30 years and I never faced something like this. I even tried to talk to them, but nothing so far.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Hello,
  
  I am in receipt of your recent complaint submitted to the Better Business Bureau. My apologies for any inconvenience this has caused. Thank you for bringing your concerns to our attention. Please allow 5-7 (Mon-Fri) business days for the refund of $349.08 USD to credit back to the Visa card ending in 349.08.
  
  Our merchant agreements require that refunds be provided to the original card, regardless of whether it's expired or the account has been closed. This is because it is the bank that pays that merchant with funds from the customer's bank account or through a line of credit which the customer is responsible to pay back. The merchant doesn't know if the account is in good standing, and if a refund is provided to another card, or via check, the merchant could potentially be aiding the cardholder in defaulting on their credit card balance.
  
  This is why credit card companies and banks require merchants to return the funds to the original form of payment. If the credit is provided to a card that is no longer valid, but the account is still active, the funds will still credit successfully. If the account is completely closed, the bank should reject the funds. Once that happens, Ticketmaster will send a check to the customer. If the bank does accept the funds to a closed account (they shouldn't do this, but it happens sometimes), it's their responsibility to refund the patron. We're very sorry for any confusion or trouble this has caused!
  
  Thank you for the opportunity to respond and address your concerns
  
  Sincerely
  Jason
  Consumer Escalation Team
  
  
  Consumer Response /* (2000, 7, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks for the response.