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:11/05/2024

  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.

  On October 26th we had drove to ************* Fl to watch the ********* game. We purchased 2 parking passed on October ***** @2:19pm for their yellow lot totaling $145.54 and 5 tickets on October ******* @8:59am totaling $1250.10. Upon arriving at the stadium we followed the signs for the Yellow lot parking. We where refused entry by the guard but watched them allow other cars in after us (3 to be exact) they kept sending us to 5 different lots 1 being in someone's front yard in a very sketchy area.) we arrived a few hours early so we would be able to park and go into the game. After being refused parking we kept getting sent in circles for over 2 hours. I have filed a complaint on Seat Geek as well with you guys. We shouldn't be made to be screwed over by either company because their staff neglected to do their job and where picking and choosing who they let in. Both companies involved tell us "oh well not our problem" is not acceptable.

  Business Response

  Date: 11/06/2024

  South Florida Stadium LLC ("SFS") respectfully submits this response to the complaint submitted by Mr. *********** *******.SFS declines your request for a refund. Your tickets and parking passes were purchased on the secondary market and therefore *** does not have the funds that were paid for your tickets and parking passes. If you would like a refund,you should contact Seat Geek, the entity from which you purchased your tickets and parking passes. Moreover, *** does not manage primary market sales for game tickets or parking passes for ************************************************* home games played at Hard Rock Stadium. If Seat Geek is unable to process your refund request, you should contact the University at 1-800-GO-CANES or via email at *************************** to address your concerns relating to the game at issue. 

• Initial Complaint

  Date:07/17/2024

  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.

  We purchased tickets to the Copa America Final which took place on Sunday, July 14, 2024. When we got to the Hard Rock Stadium at around 5:00 PM, the gates were closed and immense crowds were gathered at each entrance attempting to get in. We waited for over 3 hours outside in the sun with multitudes of people fighting, pushing, and shoving to get to the front. After around 8:00 PM, the gates were opened for everyone to get in regardless if you had tickets or not. Everyone started running, jumping over fences and barricades, to get inside. We were pushed violently against a pole and couldnt move forward. We came across a police officer and told him this was unacceptable and they should do something, but he simply ignored us and told us to keep walking. As we got closer to the gate, they were once again closed. We were unable to get in. There was nothing we could do and no one to help us. We feared for our safety and our lives the entire time we were there and were left with physical and mental distress. The stadium provided no security or order for patrons. Im seeking a refund from the merchant where we purchased the tickets, although I understand this is not necessarily their fault. They told me to contact the venue. I have contacted them since Monday and have not had any response. We would like compensation or refund for our tickets.

  Business Response

  Date: 07/25/2024

  South Florida Stadium LLC ("SFS") respectfully submits this response to the complaint submitted by ***********************. SFS declines your request for a refund. First, contrary to your claim that you were unable to enter the event, SFS's records indicate that your tickets were in fact scanned for entry at the event. Second, your tickets were purchased on the secondary market and therefore SFS does not have the funds that were paid for your tickets. If you would like a refund, you should contact the entity from which you purchased your tickets.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22005850
  
  I am rejecting this response because:
  Yes, our tickets were scanned and then people started pushing in and the gates were once again closed. We did not make it inside. I understand the stadium cannot give refunds, but the ticket merchant is telling us the venue must approve the decision to give refunds. Im concerned that there is zero consideration for our safety in the businesss response. 
  

  I appreciate your help and cooperation. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/25/2024

  As previously explained, because your tickets were purchased on the secondary market, SFS does not have the funds that were paid for your tickets. You should follow up with the entity from which you purchased your tickets. Hard Rock Stadium takes pride in hosting world-class events year-round in a safe and successful manner. On the night of the Copa America Final, various stadium gates were closed and re-opened strategically in an attempt to allow ticketed guests to enter safely and in a controlled manner. We understand there are disappointed ticket holders who were not able to enter the stadium when it reached capacity. Ultimately, there is nothing more important than the health and safety of all guests and staff, and that will always remain our priority. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22005850
  
  I am rejecting this response because:
  Per Ticketmaster, refunds must be approved by the event organizers. I appreciate your help in approving the refund so the ticket merchant can refund us. I understand Hard Rock does not have the funds we paid for our tickets.

  I understand Hard Rocks position and we have been there to many events with no issue. Its unfortunate this happened, but we do need a resolution from any one of the parties involved. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/26/2024

  Per Ticketmaster, refunds must be approved by the event organizers. I appreciate your help in approving the refund so the ticket merchant can refund us. I understand Hard Rock does not have the funds we paid for our tickets. I understand Hard Rocks position and we have been there to many events with no issue. Its unfortunate this happened, but we do need a resolution from any one of the parties involved.
  

• Initial Complaint

  Date:07/15/2024

  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.

  On July 14, 2024, I went to the Copa America final with my family at Hard Rock Stadium. I bought three tickets through the Gametime app for a total of $3054. Upon arriving at the stadium 3 hours before the game started, we realized that it was going to be total chaos, to the point that I feared for the safety of my daughter and my pregnant wife. People were fainting, security was terrible, and the organization was horrible. Finally, when it was our turn to enter, security decided to let everyone in without checking tickets or security. Even so, we managed to get in, and what was my next surprise? 3 men were sitting in our seats (without tickets, of course) and refused to move. There was not a single employee who could help us move them. In short, we had to go home and could not enjoy the game.Can you imagine the trauma my 3-year-old daughter went through, the scare and the bad time my wife and I had, and finally, the $3000 I lost because of the poor organization and security at the event? Will anyone be held accountable for this? Will anything be recovered?

  Business Response

  Date: 07/25/2024

  South Florida Stadium LLC ("SFS") respectfully submits this response to the complaint submitted by *********************. SFS declines your request for a refund. Your tickets were purchased on the secondary market and therefore SFS does not have the funds that were paid for your tickets. If you would like a refund, you should contact Gametime, the entity from which you purchased your tickets.

• Initial Complaint

  Date:07/15/2024

  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.

  Dear BBB Representative,I am writing to formally lodge a complaint and seek a refund for the amount I paid for a ticket to the Copa America final held at Hard Rock Stadium in ***** on July 14, 2024. Despite possessing a valid ticket ( Ticket master Order Number: 3000-0638-4488-5898-3, I was denied entry to the event due to the gates being closed, and consequently, I was unable to attend the match.On the day of the event, I arrived at the stadium well ahead of the scheduled start time. However, to my shock and dismay, I found that the gates were closed. Despite having my ticket in hand, I was prevented from entering the stadium along with several other attendees. No adequate explanation was provided, and there was a complete lack of communication and support from the event organizers and stadium staff.This incident not only caused significant emotional distress but also constitutes a violation of my human rights as a paying customer who was entitled to access the event. The failure to allow entry despite having a valid ticket is unacceptable and falls short of the standards expected of an event of this magnitude.I have attached copies of my ticket, along with photographs and witness statements that corroborate my experience of being denied entry. I am seeking a full refund for the amount paid for the ticket, which is $4,491.00, as well as an official apology from the event organizers for the distress and inconvenience caused.I appreciate your prompt attention to this matter and look forward to a resolution that ensures fair treatment and accountability.Sincerely,

  Business Response

  Date: 07/25/2024

  South Florida Stadium LLC ("SFS")respectfully submits this response to the complaint submitted by *********************.SFS declines your request for a refund. First, contrary to your claim that you were denied entry at the event and prevented from entering the stadium, SFS's records indicate that your ticket was in fact scanned for entry at the event. Second, your ticket was purchased on the secondary market and therefore SFS does not have the funds that were paid for your ticket. If you would like a refund, you should contact the entity from which you purchased your ticket.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21991127
  
  Dear BBB Representatives,
  
  I am writing in response to the communication received from the business regarding my complaint. I regret to inform you that I cannot accept their response as satisfactory.
  
  I have substantial proof supporting my claims, including a video that clearly shows an officer preventing us from entering the stadium. This video is attached for your review. The organization in question failed to provide the necessary safety measures, thereby jeopardizing my safety and the safety of others. This incident represents a severe violation of our human rights.
  
  I am deeply disappointed that the organization has not acknowledged their mistakes or taken responsibility for the failures during this event. Their lack of recognition and corrective action is concerning and unacceptable.
  
  I kindly request that this matter be revisited, and appropriate actions be taken to ensure accountability and prevent such incidents in the future. I appreciate your attention to this serious issue and look forward to a prompt and just resolution.
  
  Thank you for your time and assistance.
  
  Best regards,
  
  *********************

  Business Response

  Date: 07/26/2024

  As previously explained, because your ticket was purchased on the secondary market, SFS does not have the funds that were paid for your ticket. You should follow up with the entity from which you purchased your ticket. Hard Rock Stadium takes pride in hosting world-class events year-round in a safe and successful manner. On the night of the Copa America Final, various stadium gates were closed and re-opened strategically in an attempt to allow ticketed guests to enter safely and in a controlled manner. We understand there are disappointed ticket holders who were not able to enter the stadium when it reached capacity. Ultimately, there is nothing more important than the health and safety of all guests and staff, and that will always remain our priority.

• Initial Complaint

  Date:08/29/2023

  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.

  My name is ******************************* and I want to express my disappointment at the ************** concert on August 25, 2023. I bought 4 tickets worth approximately $ ******* for my mom an adult lady, my older brother and his wife who is currently 6 months pregnant. We were looking forward to enjoy the concert in ***** at the Hard Rock stadium. My family and I were enjoying environment, and great atmosphere, At around 9:28 pm ************ started preforming, then a large group of people came and moved closer to the stage so I decided to get closer as well to take some quick pictures and a video and then go back to my seat. However, a Hard Rock security employee told me to get back to my seat, I told him that I would go back, that I was just taking a quick picture. The security guard then was being very rude and without no warning grabbed me and took me out of the stadium with 4 other guards. They did that to me instead of the large group of people that were trying to get closer to the stage. They threatened me and told me that they were going to take me to the police, even though I havent done anything illegal. This incident ruined our family gathering since they can out of state to enjoy the concert. I felt outraged and humiliated, they violated my rights as a person and those of my family since we are decent people and we never had problems with anyone. We are decent professional people and we were treated like criminals, without giving us the opportunity to return and continue enjoying the concert.For this reason I am requesting a full refund of the 4 tickets, since it was unfair what happened to me and my family. The next day I spoke with ************************* and Mr. ****** and I explained what had happened, they apologized to me and advised to send an email to the Hard Rock guest relations. I thank you for collaborating with the return of the money for the unpleasant situation they had caused since this was my first experience in hard rock concert.*******************************

  Business Response

  Date: 09/07/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this response to the complaint submitted by ******************************* (hereafter, the Consumer),which was sent to the Stadium on August 30, 2023 and assigned Case # ID ********
  
  The Stadium denies the allegations set forth in Consumers complaint and rejects her request for a refund in the amount of Two Thousand U.S. Dollars ($2,000.00).
  
  The Stadiums Code of Conduct, available at **************************************************************************** guests to conduct themselves appropriately at all times. Specifically,the Code of Conduct lists the following prohibited behaviors: (i) behavior that is disruptive; (ii) failing to follow instructions of security personnel; and (iii) unreasonably obstructing the view of other patrons. Our investigation concerning the Consumers ejection from the Stadium revealed that she violated each of these policies during the August 25, 2023 ***** G concert. Indeed, in her complaint submitted to the BBB, the Consumer admits that she left her assigned seat in order to move closer to the stage to take photos and videos.Security personnel at the Stadium reported, among other things, that the Consumer failed to return to her seat despite multiple requests. Due to the Consumers violation of the Code of Conduct, she was rightfully ejected from the Stadium. To the extent the Consumers family members also left the Stadium,they did so voluntarily and are not *********** any refund.
  
  Nevertheless,without admitting any wrongdoing, and solely for the purpose of resolving the Consumers complaint as a customer service gesture, the ********************** is willing to offer the Consumer a refund in the amount of Two Hundred Twenty-Three ****Dollars and Seventy-Five Cents ($223.75), which reflects a 50% refund for the face value of the ticket that she purchased to attend the concert. This offer expires in one week, on September 14 at 5:00 p.m. ET.

• Initial Complaint

  Date:07/12/2023

  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.

  On 5/2 I posted two tickets for resale for the for the 5/5 Formula 1 practice sessions. Eventually I re-posted them on 5/4, but did not see the listing posted on the TicketExchange site. So, I reposted and still did not see them. On 5/5, I reposted and they still did not come up on the website, even though they were listed for cheaper than what was available. I emailed the company on 5/10 *********************** and left a voice message on 6/29 (**************)). I have not received a response to either. I would like to be refunded the $150 for which it should have easily sold for, but never did get listed.

  Business Response

  Date: 08/10/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this response to the complaint submitted by ******************************* (hereafter, the Consumer),which was sent by BBB to the Stadium on July 12, 2023 and assigned Case # ID ********.

  The 2023 Formula One Crypto.com Miami Grand Prix event was held at the Stadium from May 5, 2023 to May 7, 2023. Ticket holders are permitted to attempt to resell their tickets on TicketExchange by Ticketmaster, a fan-to-fan ticketing marketplace. Tickets for the 2023 event were eligible to be listed for resale until the date of the event (e.g., tickets for May 5, 2023 were eligible to be listed for resale until 11:59 p.m. on May 4, 2023). The Consumer attempted to resell single-day tickets for Friday May 5, 2023 located in the beach grandstand (section N3, row 28, seats 23 and 24).

  The Stadium denies the allegations set forth in Consumers complaint and rejects his request for a refund. The Consumers tickets were properly listed and available for purchase on the TicketExchange website, and the Consumer's tickets failed to sell because he listed his tickets at a price significantly higher than comparable tickets in the beach grandstand section listed for resale by other fans.

  Our investigation has revealed the following facts supporting our conclusions:

  (1) Contrary to the Consumers allegation that his tickets "never did get listed" on the TicketExchange website, they were, in fact, properly listed and displayed for resale. See attached Excel spreadsheet detailing activity relating to the Consumers tickets (columns AC and AK).
  
  - On 5/2/2023 at 10:05 p.m., the Consumer listed section N3, row 28, seats 23 and 24 for $150.00 ($75.00 each);
  - On 5/4/2023 at 3:16 p.m., the Consumer canceled his listing and relisted the same seats at 3:24 p.m. for $138.00 ($69.00 each);
  - On 5/4/2023 at 11:39 p.m., the Consumer canceled his listing; and
  - On 5/5/2023, the Consumer attempted to list his tickets for resale multiple times, but was prevented from doing so by TicketExchange because his tickets were no longer eligible for resale on the date of the event.
  
  (2) Contrary to the Consumers allegation that his tickets should have easily sold for $150, the Consumer overpriced his tickets relative to other resale tickets available for purchase on the same day in the same section. This is the likely reason the Consumers tickets were not purchased by a third party.
  
  - The average resale ticket price for tickets located in the beach grandstand for Friday, May 5, 2023 was $56.65 per ticket.
  - On May 2, 2023, the Consumer listed his tickets for resale at a price of $75.00 per ticket, which is ****% higher than the average resale ticket price for comparable seats.
  - On May 4, 2023, the Consumer canceled the listing and reposted the same tickets for resale at $69.00 per ticket, which is ****% higher than the average resale ticket price for comparable seats.
  

  In conclusion, the Stadium denies the allegations set forth in the Consumers complaint and rejects his request for a refund. Please let us know if you have any additional questions or need any additional information in order to resolve this complaint.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20310025
  
  I am rejecting this response because:

  The respondent states that I was "prevented" from being able to resell my tickets on 5/5, but I actually received confirmation (the screen shot from my phone is attached) showing that my tickets were listed. I even later received an email (attached to this message) stating that my tickets did not sell. Never was I given any indication that the tickets would not be listed. I made multiple attempts on 5/5 to list my tickets because on the morning of 5/5 and throughout the day, I did not see my tickets listed, even below the "average" price of $56.65. If I knew I could not relist them, I would have given them to somebody rather than have them go to waste.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/15/2023

  As previously explained, tickets for the 2023 event were eligible to be listed for resale until the date of the event (e.g., tickets for May 5, 2023 were eligible to be listed for resale until 11:59 p.m. on May 4, 2023).  The Consumer attempted to resell single-day tickets for Friday May 5, 2023 after the resale deadline.

  The attached Operational Email Send Details maintained by Ticketmaster demonstrates that the Customer was alerted three (3) times that his ticket listing had been removed:

  -The Consumers ticket listing was removed on May 5, 2023 at 5:21 a.m. CT, whereupon an email was sent to the Consumer alerting him that his tickets had been removed.
  -The Consumer attempted to re-list his tickets at 5:21 a.m. CT and 5:24 a.m. CT.
  -Ticketmaster sent a second email to the Consumer at 8:25 a.m. CT alerting him that his tickets had been removed.
  -The Consumer attempted to re-list his tickets at 8:42 a.m. CT.
  -Ticketmaster sent a third email to the Consumer at 8:11 p.m. CT alerting him that his tickets had been removed.
  

  Based on the foregoing communications, as well as the circumstances set forth in our prior response concerning the Consumer pricing his tickets significantly above fair market value, we do not believe the Stadium has any responsibility for the Consumers failure to resell his tickets.

  Nevertheless,without admitting any wrongdoing, and solely for the purpose of resolving the Consumers complaint as a customer service gesture, the ********************** is willing to offer Consumer a refund in the amount of One Hundred U.S. Dollars ($100.00).This offer expires in one week, on August 22 at 5:00 p.m. ET. 

  Customer Answer

  Date: 08/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/24/2023

  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 have reached out to you all back on March 13, 2023, and never got a respond from your company. I work hard for my money and when I pay to see a concert. That's what I expect to see. Back on March ***** I paid ****** to go Jazz In The Gardens. Now the sound at this event was not good at all, you had commercials playing at the same time the Dj trying to play music during the break. The celebrity guess couldn't even hear their music in their ear playing no of them, but all of them. The system went off after ***************** the system made me feel like I was at a car auction. You got the commercials playing the same time the Dj and the mayor trying to talk. Then ********************* walks right off the stage because she said it was too much feedback in her ear and we don't understand what it's like to be up there and try to perform with that, so she got tired and walked out the stage. To top it off why would you all put those chairs so close together not knowing if someone big is going to have to seat next to you, then to make it to where you can't even slide the chair over. That's the other reason I couldn't even enjoy the show because I was smoosh. I took off from work to go to this and it was not all what it said it was going to be and for that reason I want my money back. I also put proof from other saying the same thing about this event, so you are aware. I have been going through this since March 13, 2023 Ticketmaster just now reached back out and said I have to go through you all

  Business Response

  Date: 08/11/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this response to the complaint submitted by ***************************** (hereafter, the Consumer), which was received by the Stadium on August 7, 2023 and assigned Case # ID ********.

  The Stadium rejects the Consumers request for a refund in the amount of $514.00. The *********************, Florida promotes and operates the Jazz in the Gardens Music Festival. The City obtained a license to use the ********************** premises for the 2023 Festival. The Stadium had no involvement in the operation of the Festival or any of the issues identified by the Consumer in her complaint, namely: (i)the sound quality of performances, (ii) the playing of commercial advertisements during artist breaks, (iii) the conduct of one artist who allegedly stopped her performance due to feedback in her ear, or (iv) the seating layout for the Festival, including the space between chairs.
  

  In addition:

  - The Hard Rock Stadium Ticketback Terms, which govern certain events hosted at Hard Rock Stadium, clearly state that: ALL TICKET SALES ARE FINAL. NO REFUNDS OR EXCHANGES EXCEPT AS PROVIDED HEREIN. ***************************************************************************.
  - The refund policy for the Festival clearly states that [t]ickets are non-refundable. See *********************************.

  We advise the Consumer to contact the ********************* directly. Relevant information can be found at the Contact page hosted on the Jazz in the Gardens website, available at ************************************* .

  Customer Answer

  Date: 08/13/2023

   
  Complaint: 19975381
  
  I am rejecting this response because:
  Because when I brought my ticket there was no where that state there was no refund. Secondly you charged me for tickets and want to play cat and mouse games about giving me my money back. Then you all want to say it to late when I have been asking for my money since day one. I want my money back you all charged me for two tickets when I only purchased one ticket. You all are during scams. You have so much bad reviews that I wish I would have read before I purchased any type of ticket with your company. And I want my money back
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this supplemental response to the complaint submitted by ***************************** (hereafter, the Consumer), which was received by the Stadium on August 7, 2023 and assigned Case # ID ********.

  In her rejection submitted to BBB on August 13, 2022, the Consumer made a new allegation that she was improperly charged for two (2) tickets when she only purchased one (1) ticket. This allegation is patently false.  

  As demonstrated by the attached records:
  - On February 24, 2023, the Consumer purchased two (2) tickets. These two (2) tickets were located in section PR9, row 7, seats 17-18.
  - The Consumer used both of her two (2) tickets each day of the festival. 
  - On Saturday, March 11, 2023, the Consumer scanned both tickets at 5:37 p.m. at Gate 14A to enter the festival.
  - On Sunday, March 12, 2023, the Consumer scanned both tickets at 5:25 p.m. at Gate 14A to enter the festival.
  

  Accordingly, the Stadium rejects the Consumers request for a refund in the amount of $514.00. She purchased two (2) tickets to the festival and used both tickets each day of the festival.

• Initial Complaint

  Date:04/07/2023

  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.

  Transaction Date: 3/21/2023 Vendor..................................... Hard-Rock Stadium Event........................................ Miami Open Tennis Tournament Purchase Amount.................$1,362.50 Payment Method.................. Credit-Card Purchase Item.........................Stadium Seats for Session-9 ********** ******************************** of lower value than ticket price)Five (5) high price tickets main stadium matches were purchased, however, the main tennis match for this most important seating venue of that session was cancelled, in addition, the event organizer/ vendor failed to place in this important venue, the highest ranking players of that session. Thus, higher ranked players were placed in tennis courts accessible under general admission ticket-costs.The tickets purchased had a cost of $241 each, but due to this poor match distribution by the vendor, these tickets had a lower entertainment value than any general admission tickets (which have a cost of $65 each). Tennis matches with higher ranked players were taking place at general admission courts, while the stadium matches had lower ranking players.*This issue was immediately presented to tournament staff in person. Staff agreed that a partial refund should be approved and referred me to send an email to [email protected] for partial refund was sent via email on 03.27.2023 and 03.31,2023, however, partial refund was rejected in writing.

  Business Response

  Date: 08/15/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this response to the complaint submitted by *********************** (hereafter, the Consumer), which was sent to the Stadium on August 7, 2023 and assigned Case # ID ********.
  
  The Stadium denies the allegations set forth in Consumers complaint and rejects his request for a partial refund.
  
  The Miami Open Tournament was held at the Stadium from March 20, 2023 to April 2, 2023. The Consumer attended the Tournament on Saturday, March 25, 2023. The gravamen of the Consumers complaint is that he was disappointed that the highest ranking players did not play matches on the Stadium tennis court, the specific court (among many courts across the Stadium campus) where the tickets he purchased were located. But this disappointment is not a valid basis for a refund.
  
  First, neither the Stadium, nor the Tournament organizers, make any representations or guarantees at the time of purchase that the highest ranking players will play matches on the Stadium court. To the contrary, the Stadium and Tournament organizers clearly state that event schedules (including schedule of play are subject to change by the Tournament Parties in their sole discretion. See Tournament Ticket Terms and Conditions, available at ******************************************************. Second, as the Consumer concedes in his complaint, to the extent he was disappointed with the identity of the players scheduled to play on the Stadium court, he had the ability to watch those players at other general admission court locations, which were included within his purchase of Stadium court tickets.
  
  This is not the Consumers first complaint to the Stadium.
  
  On March 27, 2023, two days after he attended the Tournament, the Consumer sent an email to the Stadium regarding a partial refund. The Stadium sent a response the next day stating: The 1st Saturday (Session 9) is our liveliest session of the tournament. Our five premier matches are always played on Stadium that day, but the other matches must of course be programmed on the other outer courts to ensure the tournament ending within our allotted time (two weeks) which you also are given general admission access to via your stadium court ticket.
  
  Dissatisfied with that response, on March 28, 2023, the Consumer sent another email to the Stadium complaining that the matches he attended on the Stadium court were of lower quality. On March 31, 2023, the Stadium responded with the following message: The order of play and where certain matches are played are constantly subject to change based on a number of variables, as is the case for all tennis tournaments. We will not be able to move forward with issuing you a full or partial refund.
  
  In conclusion, the Stadium denies the allegations set forth in Consumers complaint and rejects his request for a partial refund. The Stadium and Tournament Parties retain the right to set the Tournament scheduleincluding the specific players, matches, and court locationsin their sole discretion.  

• Initial Complaint

  Date:09/04/2022

  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 8/30/22, I attended the ********************* concert in ***** in Hard Rock Stadium. When we arrived to our seats, we had an obstructed view (Section 316, Row 30, Seats ***** Order 48-19938/FLO ) as to which ticketmaster website DID NOT add this disclaimer/ warning on our ticket at the time that I purchased them. It did not mention any type of obstruction AT ALL. The entire concert we couldn't see the artist. The section was almost considered behind the stage. We were extremely upset and unhappy and were unable to upgrade due to the stadium not selling tickets or offering upgrades on site. We spent the entire time without being able to see anything, we could only hear the music. we wasted hundreds on food, parking and drinks. At this point, I'm upset. I wasted my money without being given the experience that I paid for. At no point did I even get to see the artist. I've tried to reach out to ticketmaster multiple times and continue to reply with copy and paste messages. I have reached out am never able to get ahold of anyone else. At this point I want a refund for the amount of the tickets which were a total of $360.80

  Business Response

  Date: 08/15/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this response to the complaint submitted by *********************** (hereafter, the Consumer), which was sent to the Stadium on August 7, 2023 and assigned Case # ID ********.
  
  The Stadium denies the allegations set forth in Consumers complaint and rejects their request for a refund in the amount of $360.80.
  
  The ********************* concert was held at the Stadium on August 30, 2022. When purchasing a ticket to the concert, purchasers had access to an interactive seat map that indicated where seats/sections would be in relationship to the stage.A copy of that seat map is attached to this response, with a red arrow identifying the three seats that were purchased by the Consumer. Accordingly, the Consumer knew or reasonably should have known that the seats they purchased were located in a section approximately parallel to the stage. These seats were not located in a section with an obstructed view.
  
  In addition,the photograph that the Consumer attached to the complaint was not taken in section 316, row 30, seats *****, the seats that Consumer purchased. Rather, this photo appears to have been taken from Section 116 in the 100-level of the Stadium,suggesting that the Consumer may have been using incorrect or alternative seats (not the actual seats that they purchased).
  
  Finally,the Stadiums Guest Experience team is empowered to assist consumers with ticket-related complaints on the ************* hosted at the Stadium. With respect to the ********************* concert, specifically, the Guest Experience team maintained an inventory of 178 general relocation tickets to address consumer complaints. Had this Consumer visited a Guest Experience headquarters location at the Stadium,they may have been offered the opportunity to relocate to a different section with an alternate view of the stage, but in no event would they have been entitled to a refund. Indeed, the Hard Rock Stadium Ticketback Terms, which govern certain events hosted at Hard Rock Stadium including the ********************* concert, clearly state that: ALL TICKET SALES ARE FINAL. NO REFUNDS OR EXCHANGES EXCEPT AS PROVIDED HEREIN. See ***************************************************************************.
  
  For all of these reasons, the Stadium denies the allegations set forth in Consumers complaint and rejects their request for a refund. 

• Initial Complaint

  Date:08/23/2022

  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.

  Account ******** Paid for 2 Season Tickets for my wife and I. Been a ***** Dolphins fan since ****. We normally see 3 games a year from ********** in *****. We also have season tickets to ********************* in *******. Paid for and received email recognition for two 2022 Season Tickets on July 29th. from Hard Rock Stadium, as I purchased thru their Websight. Went to view my tickets on line as we had made several airline and hotel reservations to enjoy the games. Seems they without my consent or any communication refunded the ticket amount on Aug 9th.Contacted an agent at the only Hard Rock Number, and he said they were busy with the preseason game and he would relay my concerns to the appropriate persons. I called again Monday morning, and a different agent, *** (very aggressive and arrogant) acted like there were no notes or any way to find out information on previous call. Again he stated there was no one else above him who could provide answers that I was allowed to talk with. Day after game it was busy and the more questions I asked him the less time he had to tell IT my concerns. Called again today. *** told me he was told that I was contacted by email after the Aug 9th email. I said I received no such email and asked him for proof. He said the one who sent it was busy and did not have time to bother him. He mentioned something about being a *******. I told him I was unaware of the meaning of that. I informed him of the multiple airline tickets and hotel reservations, and that I could provide proof of reservations prior to the unwanted refund, he scoffed and stated IT had some proof that I was listing the tickets. We did not list any. There is no proof. There are no more season tickets left. The only number that I can find, even complaints, is the number going to ***. Thats not good business to not provide proof or accuse customers of lying or committing something they have no knowledge of. I can't imagine why 2 season tickets would cause such

  Business Response

  Date: 08/15/2023

  South Florida Stadium LLC (d/b/a Hard Rock Stadium) respectfully submits this response to the complaint submitted by ************************* (hereafter, the Consumer), which was sent to the Stadium on August 7, 2023 and assigned Case # ID ********.
  
  The Stadium denies the allegations set forth in Consumers complaint and rejects his request to purchase ***** Dolphins season tickets.
  
  On August 2, 2022, a ***** Dolphins ticket sales representative contacted the Consumer via email informing him that, pursuant to our standard policy for online purchasers, he was required to verify his account by sending a copy of his photo identification matching the name and address of the account on file. The Consumer was informed that, if he failed to submit this documentation, his account could be cancelled. See attached email.
  
  The Consumer failed to complete the required account verification process and his account was cancelled. The Consumer was issued a full refund.