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:07/25/2024

  Type:Service or Repair 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.

  I attended a ********************************* concert with my 8-month pregnant wife on July 13, 2024. My wife and I purchased tickets for *********************************. Upon arriving at our upper level tickets before the show started, we decided to buy lower level tickets that were in the front row of a section so that my wife could see the show without having to stand. While we were sitting in our new seats, a woman aggressively accused us of sitting in her seats. The seat number she said did not match and we showed her our tickets.The woman brought security to our section. Security reviewed her tickets and our tickets and told us we needed to leave the section. We walked over to guest services, who were helpful but said that the people who kicked us out of our seats had duplicate tickets. While all of this was happening, we missed the co-headliner, *****, who was the primary artist my wife wanted to see. It took longer than ******* entire performance for guest services to resolve the issue and ****** the people with "duplicate" tickets out of their seats.Finally a helpful guest services staff member confirmed we were in the correct seats all along and that the people who claimed to have the same seats had fake tickets (which makes me wonder how theyd even get into the concert). The entire ordeal was very frustrating. My wife entirely missed the artist she wanted to see and we were left to barely catch the headliner. Ive never had this happen before and believe it is against the Arena's ticketing policy to kick people out of their rightful seats. I have attempted to address this with ******** and AXS tickets through emails to ******** guest services, AXS tickets, and even through social media messages. Unfortunately, I have received no response. I would like to receive at least a partial refund given the frustrating ordeal. The entire point of buying the closer tickets was spoiled by the Arena kicking us out of seats that we spent nearly $500 on.

  Business Response

  Date: 08/03/2024

  We have investigated this issue further with our box office. We apologize for the inconvenience but unfortunately, we cannot issue a refund for these tickets. We would still like to rectify this situation and invite the guest back to the arena with to tickets to enjoy another show or a Vegas Golden Knights hockey game. I have also attached the email that we sent to the guest and are still waiting on a reply.

  Customer Answer

  Date: 08/06/2024

   
  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:06/10/2024

  Type:Service or Repair 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.

  When the person I transferred one of the tickets to got to the box office it showed it was canceled. I called the box office they do see the issue where the representative when I got my ticket recalled the ticket back to my account. Here is a copy of the receipt and the copy of the refund of the other charges not the ticket price the other charges refundeddue to this issue. Due to the fact I had to be to the airport early and I did not get the phone call till after I got to the airport I was advised I could not get the refund for my ticket. I feel since it was ******** representative that was in trainings fault that I should be refunded for my ticket also. I was advised they do see where the ticket was recalled by the agent but could not refund my money. Since this is not an issue that happened with me but them I should be refunded my full ticket price. I am not asking for any more than I feel I deserve the 100 and $30 for the ticket price and $10 for the taxes a total of $140 to be refunded they should also be able to look at the account and see all the notes on the account showing that the representative recalled the ticket so it could not be used. This is a very inconvenience for me the ticket is shown that it was not used and it was recalled back to the account I was never emailed

  Business Response

  Date: 06/12/2024

  Hello,
  
  We apologize for the inconvenience experienced regarding your ticket order for ******************* at T-Mobile Arena. We strive to provide all guests a world class experience at our venue and regret that your experience fell short of that expectation.
  
  On top of the refund in the amount of $56.18 that was issued on 06/09/24, we have also refunded the remaining total of your purchase in the amount of $260.00. Your full purchase amount of $316.18 has been fully refunded to your original method of payment. Please allow 7-10 business days for the refunded amount to be reflected on your account. Please see attached refund receipts for your records.
  
  We again apologize for any inconvenience this may have caused.
  
  
  
  Sincerely,
  
  T-Mobile Arena Box Office
  

  Customer Answer

  Date: 06/13/2024

   
  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. It is also very appreciated and resolved above and beyond what I expected
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/15/2022

  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 purchased tickets for the ************************* show in 2021, the show was rescheduled multiple times and was postponed again in June 2022. ******** is refusing to refund me after several attempts. They claim that they processed a refund but I never received it and neither did my card company. I have told ******** this several times and they have ignored me about the matter. They keep telling me that they refunded me but there's no refund to be found.

  Business Response

  Date: 11/15/2022

  Hello,

  ******************** reached out to the T-Mobile Arena ********** on September 26, 2022, requesting a refund for her reservation to ************************** 

  During the initial purchase, ******************** accepted all terms and conditions in order to complete the transaction, which states all sales are final with no refunds or exchanges.

  In June, the ************************* show was postponed due to the artist's health challenges. The concert promoter, AEG, maintains that all sales are final. The point of sale and merchant of record, AXS, follows all directives given by their client, which is AEG. ******************** was informed that once a new date was selected by the artist, she would have a 30-day window to request a refund if she was unable to attend the new rescheduled performance date.

  ******************** again reached out to T-Mobile Arena ********** requesting a refund on November 6, 2022. The venue was able to have an exception made by the promoter and the merchant in order to process ******************** a refund. On November 6, 2022, a full refund of $366.30 was issued to the credit care on file, a Master Card ending in ****. ******************** was provided a receipt of the refund on this day and informed that it may take up to 14 business days to be reflected by her banking institution. A copy of the receipt has been attached to the file here.

  Thank you. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18408887
  
  I am rejecting this response because:

  The concert was never rescheduled, just postponed so I have no clue if Ill be able to make a new date which is why I wanted a refund. They are holding thousands of peoples money, including mine, without any other options. I reached out to my credit card company & they dont show any pending initiation from ******** or AXS. So I never received a refund when promised. All I want is my money from a show thats never happening. Regardless of the terms they cant just hold my money forever. Its been years since the original concert date & its been postponed several times. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/21/2022

  Hello,

  Please see the refund transaction reference number below. This number can be provided to ************************ bank to assist with tracking down the funds. The funds transfer was processed on 11/09/2022. 

  Refund Transaction Reference Number: 55432862311209337645333

   

  Thank you.

• Initial Complaint

  Date:09/01/2022

  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.

  Hi, my name is *********************. I attended a show on August 27, 2022 for the artists ********************* and *************** "One of Them Ones" Tour. I attended the show in my wheelchair, I was accompanied with three of my family members to the show.I have attached the receipt, stating that I have purchased 4 accessible seating tickets for the show. As soon as the show started I was not able to see the show, multiple times throughout I was speaking to security, letting them know that I was not able to see the show, and asked to speak to head of security, but they never allowed me to speak to someone. The company of the security that night was called "QUEST". I was also trying to let them know that the crowds of people were huddling in front of my assigned section. Due to enormous crowds *******, I was hit/ bummed into multiple times in my legs, mainly on my left foot and leg. I did try to get up from my chair with the help of my family that attended the show with me, to be able to see the show but was not successful. My famly members had to stand on each side of me to try to keep the crowd from hitting my feet and legs. They even let the security know that I was not only not able to see the show due to the crowd, but people kept constantly running into me and my wheel chair. The security NEVER tried to accommodate me or my party.I have the proof of purchase, that I had purchase accessible seating for the event. I would like to speak to someone to get my FULL refund for the show. I do not think it's fair that I paid for a ticket to a show that I was not able to see. Not only was I not able to see, but I also got injured at the show. Neither I nor my family felt safe, due to the people not being in there assigned seats with no personal space. The day after, I noticed my left foot and leg were in extreme pain, and I can bearly walk or put any weight on my left leg. I have scheduled an upcoming appointment with my primary doctor to see about the extent of the injury on my leg.

  Business Response

  Date: 09/16/2022

  We apologized to the guest for the inconvenience and poor experience she had at our venue. We did not honor a refund for her tickets, but we did offer her four complimentary tickets to a future event.

  Customer Answer

  Date: 09/16/2022

  I was contacted by ***********************, director of wrist management at the T-Mobile Arena. I called her on 09/08/2022. I explained to her what happened the day of the concert. She apologized for my experience, and offered me complementary tickets to any event at the TMobile arena for myself and my party as well as a complimentary stay at one of the *** properties. I thanked her for her offer, but I let her know I did not want to return to the T mobile arena. I asked her if there was any way that I can get a refund for the show that I didn't get to see, I would really appreciate, or if she would be able to provide me with a document so that I can get the refund from my bank. I will really appreciate her help. She said she will call me back in a few days, to see what she can do to help. I have waited a few days, and left a few messages, but have not received a call back.

  Customer Answer

  Date: 09/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted by ***********************, director of wrist management at the T-Mobile Arena. I called her on 09/08/2022. I explained to her what happened the day of the concert. She apologized for my experience, and offered me complementary tickets to any event at the TMobile arena for myself and my party as well as a complimentary stay at one of the *** properties. I thanked her for her offer, but I let her know I do NOT want to return to the T mobile arena. I asked her if there was any way that I can get a refund for the show that I didn't get to see, I would really appreciate, or if she would be able to provide me with a document so that I can get the refund from my bank. I will really appreciate her help. She said she will call me back in a few days, to see what she can do to help. I have waited a few days, and left a few messages, but have not received a call back.

  Business Response

  Date: 10/07/2022

  We will reach out to the guest to make arrangements for a refund. Please note the person who will be reaching out to the guest is out of the office, and will return on Monday, October 10th. We will be sure to make contact with the guest no later than Tuesday, October 11th.

  If you have any questions or concerns, please feel free to contact me at ************.

  Customer Answer

  Date: 10/11/2022

   
  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,
  
  *********************