Complaints

This profile includes complaints for Monumental Sports & Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monumental Sports & Entertainment

  601 F St NW Fl 3 Washington, DC 20004-1605

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  Monumental Sports & Entertainment

  4500 Patriot Cir Fairfax, VA 22030-4468

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:08/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 to the *** * on July 7th which I believe is the exact day they went on sale. Initially I received notification that the game started at 12 and that my tix would be delivered by 8/17/23. I later received the email that the start time was 1:00. However, the event indeed started at 12. I did not receive Mt tickets on 8/17. On 8/19, the day of the event, I received an URGENT email to accept tix and a text message to call ************* at 10:53 for an event that starts at 12 and I live at least an hour away. I was told that my seats were sold and that I had to be moved to another seat. I was moved to another section and rows back from my original seating. As a person thats only 52 I was not able to see the game sitting several rows back on the floor. I would have never selected these seats. This eas the worst experience ever!

• Initial Complaint

  Date:07/13/2023

  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 Monumental Sports for their denial of my request to purchase any type of ticket package. The company's decision to deny me access to ticket plans is unfair and lacks transparency, particularly considering the circumstances surrounding my previous ticket sales, which were encouraged by their own representative. In the previous season, ***********************, the manager of regional sales at the time, actively promoted the 2022/23 ****************** All-Star package to me. He even went so far as to discuss the potential profitability and the freedom to utilize the tickets as desired. Following his recommendations, I purchased the package and subsequently sold a portion of the games based on the flexibility I was led to believe I had. I sold 10 tickets out of 13, but bought different tickets at 2 of the games I sold for. I also bought 2 additional tickets that season. This summer, a representative assigned to me following ******* departure contacted me to secure a deposit for priority seat selection in the upcoming season. Eager to continue my support, I agreed without hesitation. However, the following day, the representative informed me that my account had been flagged for selling too many tickets. When asked to provide an explanation, I detailed the circumstances surrounding my sales, highlighting the encouragement and flexibility I received from the representative who sold me the All-Star package a year ago. Despite my sincere explanation, their supervisor denied my request to purchase any ticket package, leaving me with no options to support the team for the upcoming season. This decision appears arbitrary and lacks transparency, as I was simply following the recommendations and guidance of the Monumental Sports representative. Attached is one of the emails sent from ***** promoting selling tickets on ************

  Business Response

  Date: 08/07/2023

  To who it may concern,
  
  I am Counsel with Monumental Sports & Entertainment/the ******************* I write in order to respond to **. ************** complaint to the Better Business Bureau dated July 17, 2023.
  
  **.********* complaint misrepresents his communications with our ticket sales staff, as well as the position of our Company with regard to **. ********* option to purchase tickets in the future.  For the following reasons, we request you please resolve this matter in our favor.
  
  For the 2022-23 *** season, ******************** purchased a 13-game ticket package to ******* home games. During the course of the season, ********************, as he admits, re-sold on the third party ticket market his tickets to 77% of those games (10 of 13). As a result, ******************** was flagged in our ticketing system as a broker (i.e., a purchaser for the purpose of re-selling tickets at a profit).
  
  It is Company policy, as it is the commonplace policy of professional sports organizations in United States, that identified ticket brokers are not entitled to purchase certain ticket packages. Coordinated re-selling activity can harm both the general public and our business by raising prices for the average consumer and limiting attendance at games. The ******* are entitled to protect our fanbase and our business by extending season or multi-game ticket packages only to customers interested in attending those games. This industry standard policy is communicated to our potential customers through communications with our sales staff, and is supported by the ************   Terms of Use agreed to by customers, which allow for the revocation of licensed tickets as a result of re-selling activity (though, here, none of **. ********* tickets were revoked).
  
  **. ********* contention that ticket brokering activity was encouraged is not true, and is not evidenced by the email communication with a ******* sales representative attached to the complaint that email thread shows that ************************ was told only that he could re-sell tickets for games he would not be able to attend not that ******************** was encouraged to engage in the sort of re-selling activity he admits he engaged in. ******************** provides no evidence for the suggestion that the profitability of tickets was advertised to him by the sales representative. The flexibility to sell tickets when a customer cannot attend a game in their package is, as a matter of common sense, categorically different than the freedom to re-sell nearly all of a purchasers tickets at a profit, to the detriment of the general public and the team. Notably, ************************ has not argued in this case that he sold his game tickets (77% of the time) because he was not able to attend those games. Rather, in  fact, ***************** admits he was able to attend at least two of the games he sold tickets for, and suggests he chose instead to re-sell his tickets for a profit and purchase other tickets for himself.
  
  Thus, the Company did not invite ******************** to renew his 13-game ticket package for the ***** season. However, contrary to the contentions in the complaint, the Company did offer to sell to ******************** an alternative multi-game ticket package. ******* sales representative *****************************, in a phone conversation on July 11th, 2023, invited ******************** to purchase a 6-game ticket package. This decision was based on the fact that a 6-game ticket package would better align with **. ********* interest, based on past actions, in actually attending ******* games. ******************** declined this option after referring to the value proposition of a 13-game package as compared to a 6-game package (with a higher potential resale margin per ticket being available with a larger ticket package). ******************** was invited to reach back out if his mind had changed. It is plainly not the case that ******************** was offered no options to support the team for the upcoming season or that his request to purchase any type of ticket package was denied. In addition to the 6-game ticket package personally offered by a sales representative, ******************** is welcome to purchase individual game tickets to as many games as he would like to attend.
  
  Notwithstanding that ***************** remains welcome to purchase tickets, as described above, the ******* were entitled to decline to do business with **. ********* in the form of a 13-game ticket package.
  
  Lastly, **. ********* request for Store Credit to resolve this matter is illogical. ******************** does not suggest he has suffered any financial loss, or that the Company has any of his money. ******************** received all of the tickets he purchased for the 22-23 season. Alternatively, if the loss he suggests is that he does not have an opportunity to support the team for the upcoming season, his worries are unfounded, as he has been invited and continues to be welcomed to purchase tickets, as described above in this response.
  
  Thank you,
  *************

  Customer Answer

  Date: 08/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I am writing in response to your recent communication regarding my complaint to Monumental Sports & Entertainment. Your response, however, raises serious concerns and contradicts the facts and truth of the matter.
  
  Let me be abundantly clear: during my conversation with ***************************, he explicitly discussed the reselling of tickets, and I must emphasize that he did, in fact, use the exact names of high-profile teams such as the ******* ********, and ********. Attempting to distort or misrepresent this fact is not only misleading but discredits the credibility of your company's response.
  
  I would like to reiterate a critical detail that seems to have been misunderstood or overlooked. The decision to sell a significant number of tickets during the previous season was not driven by a desire for profit or broker-like activity. Rather, it was a response to unforeseen personal circumstances, specifically my brother's illness. My brother was the other individual attending games with me, and his illness significantly curtailed our ability to attend games together. As such, the tickets I sold were not a result of planned reselling activity, but rather an effort to ensure that the tickets did not go unused.
  
  This context becomes even more pertinent when considering my communication with your representative this summer. When asked why I sold a substantial number of tickets, I explained the situation surrounding my brother's illness and the impact it had on our attendance plans. This information was shared with your representative during our initial conversation, and it seems to have been either disregarded or misunderstood in the subsequent assessment.
  
  Furthermore, the performance of the ****************** during the latter part of the season cannot be dismissed as inconsequential. The team's decision to bench key players like ****, coupled with their deliberate shift towards a less competitive strategy, directly influenced my attendance plans and contributed to my decision to sell tickets.
  I kindly request that Monumental Sports & Entertainment conducts a thorough review of the circumstances surrounding my ticket sales, the discussions I had with ****************, and the subsequent communication with your representative. It is essential that a fair and accurate assessment of these factors be undertaken before making any final decisions.
  In conclusion, it is with great disappointment that I must convey my decision. Given the handling of this matter and the disregard for the loyalty and support I have shown as a dedicated fan, I regret to inform you that I will no longer support the ****************** in any capacity. 
  
  Regards,
  
  *************************