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:07/08/2025

  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.

  All four elevators to the 6-floor parking garage have been out of service for the past 4 months. Many customers, like myself, pay $180 per month to park there due to availability and location. The elevator is an amenity included in this service, however, we are unable to access. We have received no updates on when any of the elevators will be fixed nor have any technicians have been seen on site. As many as 3 or more events occur in the area, per week, in which the arena charges up to $50 per vehicle, housing up to ***** vehicles at a time. Funding for these repairs doesnt seem to be the issue.I would love to see this problem resolved by having the amenities, that are supposed to be included in the price, fully operational or at the least bit, a deserving discount for the inconvenience and lack of information. The negligence of maintenance is disturbing and should be investigated. Thanks

  Business Response

  Date: 07/09/2025

  Thank you for reaching out and sharing your concerns. I want to sincerely apologize for the continued inconvenience caused by the inoperable elevators at the parking garage. We fully understand the frustrationespecially when paying $180 per month with the expectation that all included amenities are accessible and functioning properly.
  Unfortunately, the current elevator issues stem from a prolonged lack of maintenance by the previous operators of the facility. Since taking over, weve been working to assess and address the extensive repairs required to bring the elevators back into safe and reliable service. While this situation was inherited, we take full responsibility for resolving it and are actively working with certified technicians to move repairs forward. We are pushing for a confirmed timeline and will provide an update to all monthly parkers.
  In the meantime, we want to acknowledge the inconvenience this has ********* a gesture of good faith, we will be applying a 50% discount to your monthly parking rate for July and August.
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to an event they had at their arena and said that the food was done by ai and they put an initial 35 on the card to hold which will be refunded when you are charged for your purchase. I bought the food and they never returned the 35 dollars. They are making a lot of extra money and scamming a lot of people. I expect to be refunded the entire amount purchased for this blatant overcharge.

  Business Response

  Date: 06/24/2025

  Hello This complaint was forwarded to the Food and **************** who operates concessions in CFG Bank Arena. The manager tried to contact Mr. ******* but was unsuccessful until today when he was contacted and issued a full refund.

• Initial Complaint

  Date:07/11/2024

  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 May 28th, 2024 myself and my friend attended the ***** thee Stallion concert at the *** arena. We were so excited to attend this concert but sadly things took a turn. When ***** began her performance, fans rushed to get videos and I was one of them. I had purchased floor seats for my friend and myself and I was so eager to get all the videos. I was in the aisle and one of the security guards smacked my phone from my hand, began yelling at me to go to my seat. This wouldve been done without any yelling, I told him to not touch me and he responded "i don't care". When I got to my seat, he was speaking with two girls and then looked my way as if he was gesturing for these girls to get in the seats I paid for. I presented my tickets, and he told me I had to leave. No explanation and began to forcibly grab me and drag me from my seat. This man about 5 times my size, pulling on me and dragging me and then tossing me to another security guard who did the same. This man put his hands on me and my friend, my friend slapped him for doing so and with that we definitely had to leave. No one at this venue assisted us at all. In fact, in an email I sent, the security team lied, claiming I spat on the guard which is why I was forced to leave. They claimed it was on video when no video exists. I have video of this man smacking my phone. The trauma of this man grabbing me kept me from work, I called the police and nothing, I lost one of my earrings that were gifted to me from my father during this altercation as well. I am still currently trying to get my insurance to replace them. This assault was very traumatic, all of these men gaslighting, lying, assaulting, harming women at a concert that was FOR women to enjoy themselves. I am doing everything and anything I possibly can to get this resolved in some way. I just want some peace of mind. I was given one name of a "manager" and that was ****... still nothing has been done.

  Customer Answer

  Date: 07/19/2024

  ******* *****<********************************>		Jul 18, 2024, 5:14 PM (15 hours ago)
  tome

  Good afternoon!
  
  My name is ******* ***** and I am submitting the video and receipt of the concert.
  In the video when it gets shakey is when the security snaked my hand and I respond dont do that where he responds I dont care
  
  
  
  Thank you

  Business Response

  Date: 07/19/2024

  Upon thorough review of the events that transpired,including eyewitness accounts and video footage, it is clear that there were several violations of our rules of conduct. Specifically, the complainant and her companion were out of their seats in the aisle and when asked to return to their seats they refused and a confrontation began between them and our security team which escalated and then the complainant spat at the Security Guard, this was witnessed by other team members. Then while being escorted out the arena and into the concourse the companion of the complainant who was wearing long light colored jeans was observed slapping a member of our security team and  the female guest wearing the skirt spat at the security guard. All of these these incidents are why the decision was made to eject both guests from the arena. Also while leaving the facility there is video of female in the long jeans throwing a bottle at a security guard, which is a serious breach of our safety protocols. Such actions not only endanger the safety of our staff but also the safety of other concert-goers.
  
  As a result of these actions, both guests were asked to leave the premises by both Arena security and the Baltimore City Police. This decision was made to ensure the safety and enjoyment of all attendees, which is our top priority.
  While we understand that being removed from the event was disappointing, our policies are in place to protect everyone involved. Our Code of Conduct is designed to maintain a safe and enjoyable environment, and any violation of these policies is taken very seriously.
  
  There were numerous emails regarding this incident and this complaint is different than previous there was no "dragging" or "tossing" of the complainant. It was explained to the complainant that both guest's violated our code of conduct and no refund would be possible. 
  
  

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21967534
  
  I am rejecting this response because: the accusation is a lie. Theres no record of me or anyone spitting on a guard. This is a fabricated lie that the business keeps giving. Theres no video evidence. We were removed with no reason. This business is protecting a man that assaulted a woman who was trying to enjoy their night. If there is video evidence of ME ******* ***** spitting on anyone it needs to be shown.
  
  Sincerely,
  
  Sha'**** *****

• Initial Complaint

  Date:07/03/2024

  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.

  Date of event 6/30/2024 11:11 concert at 7:30 i purchased two tickets During a recent concert, I sustained injuries due to the small and uncomfortable seating provided at the venue. The inadequate seating arrangements caused significant discomfort and led to my injury I have received a two deep thigh contusions from the small seating causing major discomfort and bruising. Due to the inadequate seating and discomfort i was forced to stand the remainder of the show once it was too painful to continue siting

  Customer Answer

  Date: 07/09/2024

  Receipt of purchase 

  Customer Answer

  Date: 07/09/2024

  Receipt

  Business Response

  Date: 07/10/2024

  Thank you for reaching out to us with your feedback regarding the seating at CFG Bank Arena. We are committed to providing a comfortable and enjoyable experience for all our guests.
  
  Please be assured that our seats meet all industry standards and governmental codes for seating. We understand that comfort can vary from person to person, and we are sorry to hear that you found the seating uncomfortable during your visit.
  
  We value your feedback and will take it into consideration as we strive to improve our facilities. If there is anything else we can assist you with, please do not hesitate to let us know

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21935499
  
  I am rejecting this response because:  the experience significantly impacted our visit, and we do not feel that it adequately addresses our concerns. Im a average size person i should not have bruises from sitting in a chair that you claim is up to standards.
  Sincerely,
  
  Nisheera *******

  Business Response

  Date: 07/11/2024

  The best scenario would have been to notify and event staff member that you did not not fit in the seat comfortably and would have had you visit *************** Our team is always ready to assist and can help relocate you to a seat that better suits your needs.

  I would like to discuss this situation further with you, please feel free to call me at ************

  **** *********

  Director Guest Services

  CFG Bank Arena

  
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21935499
  
  
  May i have an email as well 

• Initial Complaint

  Date:04/11/2024

  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 04/02/24@9pm, My husband and I added an event at the CFG bank arena. During the event, 2 individuals seated directly in front of us continuously smoked marijuana inside of the arena. I flagged down a security guard to whom I asked if she could ask the individuals to refrain from smoking because it was affecting my breathing and my ability to enjoy the event. The female security guard's response was she is not going to say anything because they"ll just continue to smoke anyway". I was disappointed with her lack of attention to the matter. I continue to suffer as the minutes passed due to the heavy amount of smoke that I was being exposed to because of the marijuana smoking. I even went to the restroom to try to get some fresh air and to put some water on my face. I also tried to flag down another security guard to try to get the name of the previous security guard that I had spoken to but was not given any information. My head began to hurt and after being dismissed and disregarded by security of the arena, we decided that it would be in our best interest to leave causing us to miss the remainder of the show. The next day I immediately contacted the guest service manager and explained the horrific ordeal that I had endured. She stated that she would contact upper management and get back to me with a solution in a timely manner. I communicated to her that the only solution that I was interested in was a refund. Eight days later I finally spoke to her during which she expressed to me that the only solution was that the best they could do was a food/drink voucher to the concession stand.

  Business Response

  Date: 04/18/2024

  The customer has been refunded for the entire cost of their tickets.

• Initial Complaint

  Date:05/15/2023

  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 Mother's Day, May 14, 2023, my Texas-based family and I attended the Babyface and Anita Baker concert at the CFG arena. During the Anita Baker portion of the concert (the Main Event), she repeatedly complained about the sound quality (she couldn't hear the horns, herself, etc.), and the audience also experienced a great deal of sound reverberation, echoes, and a jumble of instruments. It was dreadful. Chris at the box office heard my complaints and agreed that I was entitled to a refund or tickets to another performance. Hopefully, the sound systems will be improved.

  Business Response

  Date: 05/23/2023

  The sound system and the sound technician are brought in with the tour. CFG Bank Arena has nothing to do with the sound or the performance of the sound.

  Any refunds would have to been given on the night of the event and be authorized by the promoter of the event Live Nation. At this time we are unable to provide a refund as the show has been financially settled.

  We will however offer this patron complimentary tickets to a mutually agreed upon future event.

  Business Response

  Date: 06/06/2023

  Date Sent: 5/23/2023 3:04:05 PM
  

  The sound system and the sound technician are brought in with the tour. CFG Bank Arena has nothing to do with the sound or the performance of the sound.

  Any refunds would have to been given on the night of the event and be authorized by the promoter of the event Live Nation. At this time we are unable to provide a refund as the show has been financially settled.

  We will however offer this patron complimentary tickets to a mutually agreed upon future event.

  Customer Answer

  Date: 06/06/2023

  
  
  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,
  
  
  
  Miss. Yolanda *****

• Initial Complaint

  Date:04/03/2023

  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 want to either get refund or resell my ticket. Both TicketMaster and CFG Bank Arena are saying it is the other party's responsibility and I need to find the other party to deal with the issue. I reached out to both but still cannot solve the issue. They sell the seats without telling people that they saved better seat for later. Now I want to get a refund and have better seat, but neither of the party helped me. I already filed a claim with Ticketmaster for #********, and I want to file a claim with CFG Bank Arena as well. I just want to get a refund for my ticket order # **-48236/WDC

  Business Response

  Date: 04/04/2023

  Hello

  Regarding this complaint, CFG Bank Arena and Ticketmaster both have a No Refund policy. When tickets are purchased on Ticketmaster's website, as these tickets were,   there is a notice at the checkout page that states there are No Refunds / All Sales are Final.

  At the time we received the email we were unaware the the resale option for this event had not been initiated by the shows promoter and tour. The resale option is at the discretion of each events promoter and the tour management. Not CFG Bank Arena. Unfortunately the resale option is currently unavailable but could be activated at any time by the shows promoter and tour..

  Regarding the statement that we " sell seats without telling people that we saved better seats for later" cant be farther from the truth. All seats that are not held by the tour are released and available for sale when the event goes on sale, if a "better" seat becomes available it is because someone would have the seat in their "cart" and decided not to purchase.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19880756
  
  I am rejecting this response because: it is not true. The tour promoter have opened the resale option for other venue. CFG should negotiate and open resale for Baltimore.
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 04/06/2023

  We do not have control as to when the resale option is activated. That is solely up to the tour and promoter. This is not something that we negotiate to have them do. Again is entirely up to them....Not the venue.

  You always have the option to re-sell your tickets via ********, Seat Geek or other third party re-sellers. 

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19880756
  
  I am rejecting this response because: the response is not true. I am unable to resell the tickets in any third party because those tickets are not being released for resell. There is no barcode for me to upload and get approval to resell.
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 04/12/2023

  This is not correct information. You can absolutely sell your tickets via ******** or any other 3rd party ticket broker without barcodes. The barcodes are not released until 48 hours before the performance, this is a rule set up by the tour NOT US. Once barcodes are released they automatically will show up on the ticket whether the ticket was resold or transferred. Take a look at ******** and you will see hundreds of tickets for sale for your event so it can be done. **************************************************************************************************

  Bottom line here is all of the issues you are having are being caused by the Mamamoo Tour not us.

  Ticketmaster Ticket Resale Off ....... Tour Decision

  Barcodes not released until 48 hours before event......Tour Decision

  No Refund No Exchanges of tickets........Ticketmaster / Venue Policy

   

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19880756
  
  I am rejecting this response because: I talked to Seatgeek but the agent told me that I am unable to do so because I need a QR code. However I saw there are re-sale tickets available on ********. If I am unable to resell until the 48 hours before the event, I dont think I can get it being sold. I just want to get refund for this order.
  
  Sincerely,
  
  ******* ***