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

  7800 Cellar Door Dr Bristow, VA 20136

• 

  The Xfinity Center for the Performing Arts

  885 S Main St Mansfield, MA 02048-3148

• 

  Live Nation

  60 Railroad Pl Saratoga Spgs, NY 12866-3048

• 

  Live Nation

  5391 Three Notch'd Rd. 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:08/25/2022

  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 purchased 4 tickets to **** to see ******** ************ at the rate of close to $400 and saw a MOVIE with a live band. My granddaughter absolutely loves ******* but she has seen the movie several times on her TV in her HOME! I cannot believe you advertised this as ***********************. I never in my life have felt so taken advantage of and what makes it worse is that it was aimed toward children!!! You seriously charged me that much money for a movie??? I could cry right now just thinking about it.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/30) */
  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. It states on our website under More Information that is a film concert sing-a-long. Upon review I saw all of the tickets were scanned in. We will not be able to assist with a refund.
  
  *******************************************************
  Thank you for the opportunity to respond and address your concerns
  
  Sincerely
  *****
  Consumer Escalation Team

• Initial Complaint

  Date:08/24/2022

  Type:Customer Service 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.

  We attended***************************************************** We were ripped off by several vendors inside the venue just like last year. They are either saving card information or they are tipping themselves. My husband and I both bank separately and both of our accounts had several charges we did not make. Not one single person cared to make it right. Next, I was ****************** by a security member. I went through the first bag check and all was well. I had my ********** but they checked my ID to match. Then I walked through the metal detector and I beeped. One male then searched my bag again and another male security team member was using the metal detection wand on me and he aggressively grabbed my breasts to lift them up "to make sure I wasn't hiding anything under them" and I pulled away and told him he can't touch me like that. He then told me to pull aside the only cloth covering my ********* to the side so he can check to make sure there is nothing there. I told him absolutely not and he then laughed and threatened me. He said if I didn't comply by pulling aside my outfit covering ********* that he would cut my wristbands off and that I would have to leave the festival & campgrounds immediately. The other male that had my bag was laughing and he then kept interrogating me on ************* and why I was trying to bring them in and what they were needed for. My husband stepped in and said if they didn't lay off he was going to call law enforcement. I have already been in contact with my attorney but am giving Live Nation a chance to take accountability and make it right.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/09/02) */
  We're sorry to hear about your experience at ****************. Unfortunately,******************* is solely a ticket vendor and not responsible for any onsite or staff conduct at any live events. However, in order to assist you, we would like to help ensure your complaint and concerns are directed to the appropriate parties. Can you please provide your ********** Tickets order number so we can pass on your information? Thank you for understanding.
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a sorry attempt at trying to shut me up and send me on my way. ********** Ticketing ************* is owned by Live Nation. The gorge where this happened is owned by Live Nation. I was ****************** on YOUR property.
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  Please provide your order information so we can assist you further.
  
  
  Consumer Response /* (4200, 11, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Our order number for our tickets to ******************************
  
  If I do not hear anything within the next week I will take legal action as necessary. I will not let this horrible behavior continue. The people that put their trust in Live Nation when they are at ********* for the weekend, and we dont deserve to be treated like this especially when we pay lots of money to attend these events.
  
  
  Business Response /* (4000, 13, 2022/09/09) */
  Hello *******,
  
  We sincerely apologize for the frustration. Thank you for providing your order number. We have sent your information over to the appropriate team who will be reaching out to you to directly to address this matter.
  
  Thank you for understanding.

• Initial Complaint

  Date:08/24/2022

  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.

  No proper attempt was made from the company to let me know in advance when/if my account would be charged when signing up for their waitlist program. I was charged for the tickets and did not know until checking my credit card statement following the end of the month. When I attempted to get a refund the company refused and said all sales are final with no acknowledgement to the lack of notification that occurred on their part. My order number is *********.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/27) */
  Hello *******,
  
  When you sign up for waitlist tickets, you agree that if you are selected your card will be charged. We sent you a waitlist offer when tickets became available, if you were no longer interest you had a deadline to cancel the request and not be charged. Unfortunately, per the terms of sale, all sales are final and non-refundable.
  
  Thank you for understanding.
  
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand the terms of the waitlist, my issue was I did not receive proper notification ahead of time, after digging in my email only one notification was sent that was immediately flagged as junk and not sent to my inbox. There should have been multiple reminders sent through various outlets such as text AND email reminders. To send one email reminder that goes to spam and no other notification before suddenly charging (upwards of $600) is unfair to the consumers who could have appreciated the time to plan better.
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  As per the terms and agreement when making your waitlist request, you agreed to purchase your tickets as soon as they become available. As a courtesy, we provide an email confirmation as soon as your request is approved and hold processing your order for 24 hours in the event that fan's may wish to cancel their request. You are also able to cancel your request at any time prior to it being approved. Unfortunately, we cannot control your email inbox filters and must process all waitlist requests in a timely manner to ensure as many fans are able to attend their desired event as possible.
  
  If you no longer iwish to attend, and would like to give your tickets to a new ticketholder instead, we are happy to assist you in updating your shipping address or, you can pass along your passes to the new owner(s) once received. Thank you for understanding.

• Initial Complaint

  Date:08/23/2022

  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.

  On Jan. 18, the ****************** festival was announced for Oct. 22. I attempted to buy tickets and was placed on a waitlist. On Jan. 26 I received an email that my waitlist request was approved for Oct. 29, which was not the original date that was agreed on. There was no notice, my card was immediately charged for a date I didn't originally agree to.
  
  Furthermore, I bought these tickets ************************ since found out*************** and diagnosed ******************** which prevents me from traveling. I contacted the **** festival to seek a refund due to a medical condition and I can provide a medical note, their suggestion was to give the tickets to a friend.
  
  I tried to dispute this with my credit card, but they said they cannot dispute the charge due to the transaction taking place more than 60 days.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/27) */
  Hello *****,
  We're sorry you're no longer able to attend your event. We sell tickets on behalf of the event provider, we are not authorized to issue a refund if it has already been denied. If you are unable to attend the event, you're welcome to sell your passes at your discretion or gift them to a friend. Thank you for understanding.
  
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I would love to be the person that can just give tickets worth almost $650 to a friend, that's not compatible with my lift situation. I've tried dealing with ****************** and they are not responding, I'm not sure how they can operate under Live Nation, yet Live Nation claims they cannot do anything. Is there a better person to contact?
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  Unfortunately, if the event is not able to assist, we cannot offer any other contact or resolution. However, if you are able to find a new ticketholder you would like to pass your tickets to, we are happy to assist you with updating the shipping information on file to ship your order directly to the new holder. Alternatively, once you receive your order, simply pass on your tickets to the new ticketholder and they'll be good to go. We appreciate your understanding and wish we were able to assist further.
  
  
  Consumer Response /* (4200, 11, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is clear this company will not solve this issue, but I do not accept this response. If this company can make amends to the ticket, they should also be able to provide a refund or at least point in the right direction of who can.

• Initial Complaint

  Date:08/23/2022

  Type:Delivery 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 for the Veld music festival on February 10, 2022. The festival dates were Friday, July 29-Sunday, July 31. I paid $379.5 Canadian for the tickets. The email confirmation stated that the wristbands would be shipped approximately one month prior to the festival, and asked for an address where I would be located in June.
  
  A week before the festival, I still had not received my wristband. I contacted the organizer on July 24, July 25 and July 29 through Facebook and Instagram (see screenshots) and did not receive a satisfactory response.
  
  My Post Office did not receive the wristband until July 29, and it was not delivered to me until July 31, the date the concert ended (see attached USPS tracking). I live over 500 miles from the concert venue.
  
  The wristband was worthless to me since it did not arrive until after the concert began. Also, the verification email represented that the package would be sent a month prior to the event, and it was shipped on July 20, 9 days prior to the start of the festival.
  
  I am disappointed with this vendor's lack of responsiveness to my situation. I would have been happy to have picked up the bracelet at the event itself. I am looking for a full refund for the amount I paid for the festival.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/27) */
  Hi ********
  
  We're sorry your wristbands did not arrive in the mail, your order was shipped to the address provided. We guarantee you entry, not delivery as we cannot control the postal service. As per our support page, for orders not received via mail, Will Call is the next delivery option. Unfortunately, per the terms of sale, all sales are final and non-refundable.
  
  *******************************************************************************************************
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not acceptable. I purchased tickets to your event. They were not delivered until the event started. You "guaranty entry", but how can I enter the event if you have not delivered the tickets? As the screenshots show, I contacted you repeatedly to get this resolved, and you did not provide a solution--"will call" would have been fine. To say that "you cannot control the postal service" is not an excuse. So if I order an item from you, and it is lost in the mail, I still have to pay for it? How is that an acceptable position for a business to take? Seeking a full refund. Do the right thing for your customer.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  According to your contact history, you did not reach out to Front Gate Tickets until June 25, two days prior to the event, to request a refund because you canceled your hotel and travel plans. We could have easily moved your order to will call so that you could still attend, but you had already stated your intention not to attend. Therefore, the agent advised you that all sales are final and that a refund was not available.
  
  
  Consumer Response /* (-5, 13, 2022/09/05) */
  This response is not acceptable. June 25 was not two days before the event, it was more than a month. Live Nation's agent NEVER offered Will Call as an option--and it was an alternative I would have considered. I paid for these tickets and you did not deliver them until the event started. Is this how you treat all your customers? Buyer beware. Please provide a full refund.

• Initial Complaint

  Date:08/22/2022

  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 am filing a complaint against Front Gate Tickets for not refunding money when no services were provided.I purchased tickets to Arise Music Festival on 11/18/21 (Order #*********) which cost a total of $436.15 and purchased a camping pass on 12/10/21 (Order #*********) which cost a total of $141.68. The event was supposed to occur from 5/27/22 through 5/30/22 and up until 2 weeks prior to when the event was supposed to take place, we believed the event was still going to take place. On 5/13/22, I received a notice that the event was cancelled due to their inability to obtain the appropriate permitting. They indicated we would be receiving our refunds within 30 days of that date. On 6/3/22, I received notices that my refunds had been processed, however, I only received $413.15 and $141.68 back. They held back a total of $47.98. There was nothing on the website or in the cancellation notice to indicate that there would be funds withheld from the refunds. The event did not occur, to no fault of my own, so as a consumer, I should not be penalized for their inability to secure the approvals to hold such an event. I reached out to the "************************** email that was provided numerous times and received no response. I then submitted a ticket at **************************** and was told that I would not be receiving the remainder of my funds back due to "service fees". Nowhere was I able to find any indication of "service fees" being held back in their policies on their website. I would like to receive a full refund for the money that I paid in good faith, expecting services to be rendered, which were ultimately not provided at all.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/09/02) */
  While it is unfortunate that Arise Music Festival 2022 was unable to take place, we are glad we were able to assist you with a refund. Per our terms of sale however, service fees are non-refundable and go towards the cost of hosting and processing your purchase and must be retained in this instance.
  
  You can find these terms online here: ******************************************************
  "Tickets purchased on our Site are typically subject to a per ticket service fee and a non-refundable per order processing fee."
  "If we issue you a refund for a ticket due to a canceled or postponed event, we will issue a refund of the ticket's face value paid (or, for a discounted ticket, then instead the discounted ticket price paid), less service fees. In no event will service fees, handling and delivery charges, or any other amounts be refunded"
  
  We can confirm you were fully refunded the base and delivery fees charged for your order on 06/02/22 and retained the $23.44 non-refundable service fee as mentioned in the above terms. Thank you for understanding.
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a poor way to choose to do business. Regardless of how you want to frame it in your terms, taking money from customers and then cancelling an event and choosing not to refund all of their money is bad business. It is unfortunate that you have decided to operate this way and would rather find ways to justify robbing customers instead of handling the situation in an honest manner. I will not be gambling any additionsl funds on this company's ability to produce a show in the future.
  
  Consumer Response /* (4200, 18, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response makes absolutely no sense. You did NOT refund the fees but are now making reference to how it is in your control to refund the fees when previous responses have said they are non-refundable?
  
  
  Business Response /* (4000, 20, 2022/09/28) */
  I am sorry for misquoting. The service fees have not been refunded to you. These fees are not refundable.
  
  Thanks
  *****
  Consumer Support Team

• Initial Complaint

  Date:08/21/2022

  Type:Customer Service 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 August 20th My husband and I attended the concert for*************, and*********************, at the************************* in*********** We paid a great deal of money to purchase the seats that we had and when we went to our seats there were two gentlemen standing in our seats we asked them to move and they did not leave I then alerted someone in security and they verified our tickets were there and they asked the gentleman to move, the gentleman moved 2 feet away from us and stood in the aisle and then when security left continue to stand close to us,I then went and found another security guard and let them know what was happening and they had to live nation employees come over to verify the two guys tickets, they then asked him to leave the area and go sit in his seats.And the gentleman both came back to the same area and stood in front of our seats so we could not see the concert and enjoy from the seats we had purchased.Then I let another security grd know that that was happening again and they told me that those were the verified seats that the gentleman had even though 2 other security live nation employees verified that they were not his seats. It is unfortunate that these 2 individuals continue to do what they did but I also hold live nation accountable for my experience by continuing to let this occur.This persisted on for two of the performances for ******** and ***********************.It is so very unethical that an employee would be dishonest for whatever reason when the other employees were doing the right thing and verified the two guys were not only in the wrong seats but trying to Intimidate the others around them.The people in the seats around us were all saying something and no one did anything to help. What it just says to me is that I can spend upwards of $500 for tickets and anyone who wants to bully others can just come in and take high value seats and live nation does nothing about it. Tickets were purchased under***************
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/26) */
  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention. I apologize for any inconvenience. I have processed a full refund for you in the amount of $737.00. You will receive the refund within the next 5-7 business days, going back to your *** used for purchase.
  
  ********** Ticketmaster Consumer Support

• Initial Complaint

  Date:08/19/2022

  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.

  Dear BBB,
  
  My name is ***************, and I am writing you to address an unethical business practice from Livenation the parent company of************. I want to address the concern that Livenation, Front Gate Tickets, ***, and************ need to be held accountable for mismanaging the 2022 Layaway plan for customers and misleading customers with false advertising about this year's Layaway plan. And should also be held responsible for punishing customers for their fault of releasing one-day tickets in July and not May compared to last year to cause customers to lose dates on their layaway plan. Not providing the customer with a proper layaway plan is a corrupt and non-ethical business practice. By law, according to ****************, the definition of Layaway is as follows" Layaway means a transaction in which merchandise is set aside for future delivery to a customer who makes a deposit, agrees to pay the balance of the purchase price over a period of time, and at the end of the payment period, receives the merchandise." I have a comparison between the 2021 layaway plan and the 2022 Layaway plan for ***. You can see the difference between each plan in the picture below. One example is a layaway plan, and the other is a one-time payment I was charged and did not agree to. If you are going to offer your customers a layaway plan, you need to be transparent and clear and provide installments. If you are not, you need to be clear about only offering a one-time payment.
  
  Thank You
  ***************
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hi ********,
  
  All dates and amounts are disclosed at time of checkout, you also had to agree to the terms of sale to be able to process the order. Unfortunately, a billing adjustment cannot be done as your order has been completed. Thank you for understanding.
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company is trying to ignore the fact that they were not transparent and clearly did not communicate an actual layaway plan that would be considered by law. The plan they offered was a one time payment with a deposit. A laway plan is a series of payments not just one. Please make them be held accountable for the mistake they made.
  
  
  Consumer Response /* (-5, 8, 2022/08/26) */
  ***Document Attached***
  
  
  Consumer Response /* (-5, 9, 2022/08/26) */
  ***Document Attached***
  This is all facts and clearly shows there is an issue with transparency between this years layaway plan and the previous year layaway plan. This years layaway plan clearly looks like a one time payment with a deposit. By law a layaway plan is "layaway plan" means a plan or agreement whereby a seller of consumer goods offers for sale or sells such goods to a buyer on terms which contemplate completion of three (3) or more agreed payments all of which must be made prior to the release or delivery of such goods;. They clearly did not offer me this and need to be accountable for being deceptive of this plan.
  
  
  Business Response /* (4000, 11, 2022/08/29) */
  As stated previously, the payment schedule is disclosed at time of purchase. You also must agree to the layaway terms before the cart allows you to proceed through your purchase. The screenshot you provided also shows that dates and payment breakdown were clearly available to view in your account after you made this purchase. You did not have to complete the checkout process if you disagreed with the payment schedule.
  
  As a courtesy and exception to our refund policy provided in the terms of sale, we have refunded your order in full.

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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 paid $1,182 for the************ VIP and did not get what I paid for. First of all, the "VIP" experience was listed as an individual meet and greet experience not as a "Group Photo" with ******. Secondly when I went to take the "Group Shoot" with ****** I felt very unsafe as her security team was very aggressive with me when they saw I wanted to take a "quick" selfie on my cell phone with her however instead of just telling me that I couldn't her security got very physical with me causing me to Fall to the ground. (Please note there were two fans that were in the same "Group Shoot " with me were taking personal selfies with her on their phones and the security didn't bother them they as they only attacked me when I tried to do the same. ****** appeared more than happy to take the selfies. Please note that I have yet to receive the digital download picture with ****** that I was supposed to get which has now been over a week ago.
  
  The VIP Package was not why I had expected/anticipated as it was not outlined clearly.
  
  Please note that I would actually like a refund as I did not get the product for which I had paid for
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/24) */
  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. What was included with your VIP package is listed below. While group photo was included selfies were not. For your inconvenience we have refunded the convenience fees attached to your order. Please allow 5-7 (Mon-Fri) business days for the refund of $153.20 USD to credit back to the card of purchase. We will not be able to issue a refund for the full amount of the order as your ticket was successfully scanned in.
  
  
  ************** - VIP Experience Package***
  Package includes:
  
  -One premium reserved ticket in the first 5 rows*
  
  **************************:
  ---Lights snacks
  
  ---Tea, coffee, soft drinks
  
  ---************* sample station
  
  ---Exclusive group photo opportunity with ***********, appropriate social distancing measures will be in place (available for download after the show)
  
  
  -Gift bag including one autographed copy of ***********' book, ***********, copy of ************ graphic novel by *********** & more!
  
  -Invitation to the ************* Lounge
  
  -Pre-show photo op in front of the *********** VIP backdrop to commemorate your night
  
  -Official *********** VIP laminate & lanyard
  
  -Pre-show tour merchandise shopping opportunity
  
  -On-site VIP host and merchandise collection point.
  
  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
  *****
  Consumer Escalation Team
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  Hello
  Yes the business response stating that they would refund me the convience fees in the amount of $153.20 is satisfactory to me contingent upon if I receive the promised digital picture with ****** **** that was part of the VIP Package.
  
  Thank you
  
  ****************************************
  
  Business Response /* (4000, 9, 2022/08/30) */
  Hello,
  
  
  The vip team is looking into this. You can also email********************
  
  Thanks,
  ****
  Consumer Support

• Initial Complaint

  Date:08/18/2022

  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.

  With all the below, I now request full refund as should have been covered ********** and their broken insurance system and Live Nation and credit for future event.
  
  1 Date purchased: May 27
  2 Contacted Business and Insurance Provider: June 4th multiple times - broken claim system + no replies
  3 Asked for business + insurance company to honor refund of $57.04 as my attempted claim fit this but no replies
  4 Filed immediately May 29th with my bank - just got reply NOW from business to bank on denied + no proof
  Wow
  5 I have proof of all emails and no replies to both business and insurance
  6 I attempted to go back to business + rep ***** very dismissive and read nothing
  7 Order number ************
  
  Added insight
  Summary - I purchased a ticket for Mav City WITH insurance. I emailed day before ************** I contacted ******* insurance 3 times to file claim -(I have all emails) - broken claim system + no responses at all. I. have screenshots. I submitted to my bank + Live Nation denied refund. I just contacted you again via chat + ***** failed to read all. Now asking for full refund on order + double the credit. Filing**** claim. I have been more than patient, and treated ********** This is NOT how to do business in 2022 or EVER. Take note. I am someone who writes over 99% positive reviews so this tells you more.
  
  I left review already on**** to warn others of your business + insurance partner. My next step will be******* review ************** as well.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello,
  
  I am in receipt of your recent complaint submitted to the **********************. Thank
  you for bringing your concerns to our attention.
  
  In regards to order ************ I have processed a refund. Unfortunately as we sell tickets on behalf of venues and artists we cannot provide a future credit for an event. I do apologize for any inconvenience you encountered while trying to get a refund.
  
  Thank you for the opportunity to respond and address your concerns.
  
  Sincerely
  *******