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Business Profile

Arena

Prudential Center and AEG Facilities

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased concert tickets from ************* who works directly with Prudential Center. Concert was cancelled and I am eligible for a refund although Prudential Center advised to ************* that this concert was rescheduled for December 05, 2029 (please reference attachment) I cannot receive a refund.

    I have the confirmation from Ticketmaster that the concert was cancelled as well as Prudential Center emailed me directly saying they will update the concert status on their website (Please reference the attached).

    Now months later Prudential Center advises that the concert is postponed to December 05, 2029. How is it possible that the artist already knows they will perform the same concert, tour, and album in four years from now.

  • Initial Complaint

    Date:11/12/2023

    Type:Order Issues
    Status:
    Unanswered
    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 attended the immortal songs concert and our VIP 1 experience, that included send off was not fulfilled due to poor production and time manged. Soundcheck started 30 mins late and was only 1 song, send off was not the send off that was detailed in the tickets and I was told by staff that they closed the send off room, and the artists only waved from stage. We were robbed and scammed of our experience and I am seeking a refund or at least a partial refund for not receiving full vip services.

  • Initial Complaint

    Date:11/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 daughter and I attended the Ateez concert on 27 November 2022. The Prudential arena wasnt sufficiently staffed to provide timely entry to the concert. We stood in line for more than 2 hours and did not make it into the building before the concert started. This is inexcusable to have insufficient staffing for an event that has been planned months in advance. Thousands of paying fans were shorted by the Prudential arena because of their unprofessional planning. Many guests should seek financial compensation due to the Prudential Arenas poor management.

    Business Response

    Date: 01/17/2023

    Prudential Center was completely and fully staffed for the Ateez concert on November 27, 2022. All available magnetometers and ticket scanners were in place as they would be for a sold out concert of this nature. In email communication sent prior to the event, all guests were encouraged to arrive early and without bags to help expedite entry into the facility. We experienced longer than usual lines that night, in part due to the large number of bags that were brought to the facility as well as the heavy rain that evening which caused many people to arrive later. All efforts were made to expedite entry safely for all of our guests.

Prudential Center and AEG Facilities is NOT a BBB Accredited Business.

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