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:07/30/2024

  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.

  Almost a year ago I purchased Electric zoo tickets for Friday September 1, 2023. Hours before the start of the show on Friday, all concertgoers received an email that the show had been canceled. We were promised to refund almost a year ago and still have not seen a *****.An email was sent out to recently (almost a year later after radio silence) ticket holders a month ago requiring us to fill out an unsecure ****** form with our personal information, including our ticket confirmation numbers. We were told that by July 19, our funds would be processed and to allow 4 business days for processing. And if we did not receive payment that we should reach out to seetickets.com.Today is July 29, 2024 and I still have not received my refund. Avant Gardner has once again lied and broken several promises. seetickets.com only processed my refund today. This only occurred when I reached out to them directly. I should not be bending over backwards or jumping through hoops to receive money that is owed to me after a catastrophic excuse for a festival.Avant Gardner practices poor business practices, does not care for the lives and safety of their concert attendees and are only interested in making money. They should not be allowed to continue business after scamming thousands of ticket holders. Not to mention the artist and the city of ********. I hope they are buried in legal fees and city fines, and are never able to put on a concert again.

  Business Response

  Date: 08/08/2024

  Avant Gardner and Electric Zoo are in receipt of ***************************** complaint with respect to the timeliness of her receipt of an Electric Zoo Festival ticket refund, filed with the Better Business Bureau on July 29, 2024 (Complaint #********). 
  
  On August 1, 2024, in a direct communication to **************** via email (*********************), we extended our sincerest apologies and continued support (proof of such attached to this response). However, we're unable to provide any further assistance as, according to ******************** complaint, her refund was successfully processed by See Tickets on July 28, 2024. In our email to ****************, we explained such and respectfully requested the withdrawal of her BBB Complaint due to her receipt of the refund. As of August 8, 2024, **************** has not responded to such email communication. 
  
  Please let us know if you request any additional information regarding this matter.
  

• Initial Complaint

  Date:02/20/2024

  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.

  Hello,On Friday, September 1st, 2023, I was to attend a 3-day festival on ********* Island in *************. This Festival is called EZOO, by Made Event, which has been recently bought out by the investors at Avant Gardner. I bought three tickets total for the Friday, on two separate days (one payment of $322.19 and another of $168.47) leading up to the event. The screenshots in the uploaded documents, IMG_3949 and IMG_3957, are the tickets that I paid for with the ticket numbers included, and IMG_1495 and IMG_1494 are screenshots of my bank account further proving that the tickets were paid for. Unfortunately, the first day of EZOO (Friday September 1st, 2023) was canceled due to an unfinished setup of the stages; IMG_1989 is a screenshot of EZOO's instagram page showing that the first day was indeed canceled. No one, including myself, attended the festival on this day. The final uploaded image, IMG_1493, is an email that I received from Made Event promising a refund for the Friday that no one was in attendance of. It has been almost 6 months and I have not heard a word about the refund nor have I received a refund in any manner. I did try to dispute the charge, however I was ill advised through my bank carrier to wait until further notice from Avant Gardner regarding the refund. Last month I tried to officially dispute it, and I did receive a temporary refund through my bank account; however, because I waited longer than 60 days originally, after reviewing the claim my bank carrier reversed the funds, stating that there was nothing they could do on their end. At this point I don't know if Avant Gardner is even trying to pay people back and I'm in the dark about the status of the refund. I'm requesting a full refund of $490.66 for the amount paid on services that clearly were not provided at all. Thank you!*********************

  Business Response

  Date: 02/21/2024

  Hey ****,

  Made Event is handling the refunds for EZOO. Their support email for more information is ******************. 

• Initial Complaint

  Date:01/02/2024

  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.

  Hi, I was banned for life for attempting to reenter the establishment, as a regular customer, this was news to me as never before has this occurred when I did it in the past

  Business Response

  Date: 01/03/2024

  Hey ***************************,

  Please reach out to our Customer Relations team at ***********************************************************************************************************, they would be able to investigate and help you figure out what happened while you were at the venue. 

• Initial Complaint

  Date:09/29/2023

  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.

  I purchased 3 tickets for Electric Zoo festival on July 9th 2023 through ************** totaling $324.55 On the first day of the festival (Sept. 1st), the organizers, Avant Gardner, cancelled the first day. They stated that ticket holders would receive a refund. Again on the third day, they cut off entry to the festival because they reached capacity at 7 p.m.. They had oversold tickets / were not informed of city limits rules. Again, they stated a refund would be issued for ticket holders who were denied entry. So I paid over $200 for tickets I never got to use. I contacted the business, but only received a generic update that they are not able to provide a timeline for refunds. This money needs to be immediately refunded to ticket holders, or at least have a defined date of when the refund will be received. I have contacted customer service through both Electric Zoo's website and through **************, but am not getting anywhere. I am happy to send proof of purchase separately, but did not here for the purpose of not disclosing personal identifiable information.

  Business Response

  Date: 09/29/2023

  Made Event are handling the refunds for Electric Zoo, and can be reached at ****************** for refund information and status updates. 

• Initial Complaint

  Date:09/15/2023

  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.

  On July 14, 2023 I purchased two tickets through Dice to the September 14, 2023 Kaytramine show at Brooklyn Mirage, which is a venue owned by Avant-Gardner, in ********. When they date of the event arrived I unfortunately found out that I had covid-19 and would not be able to attend. As soon as I found this out I contacted **** as the ticket seller asking for a refund. **** directed me to Avant-Gardner, since as the event partner they control who gets a refund based on covid-19 policies. When I first contacted Avant-Gardner they right away said that it I could produce a positive covid test result they could issue me a refund. I sent the at-home test result via a photo to them for proof, and as I was getting ready to go to my local CityMD to obtain a more formal one Avant-Gardner called me back saying that their policy had actually changed and covid-19 was not a reason for a refund. They presented two options: 1) I could transfer the tickets to a friend, meaning I could sell them informally. Or 2) I could put them on the Dice app waitlist for someone to buy. According to the Avant-Gardner rep the waitlist was open to people interested in tickets (I tested this myself and it was true). However, the waitlist remained closed to post tickets for sale. I connected Dice and Avant-Gardner via email to get on the same page. **** said Avant-Gardner has power over the feature and would have to make the decision to turn on the waitlist. When I asked via email if Avant-Gardner could confirm this there was no response. I called and the number no longer worked. All I want at this point is a refund for my tickets since it seems the lack of coordination between Avant-Gardner and Dice prevented me from reselling them through the appropriate channels.

  Business Response

  Date: 09/16/2023

  **** was correct in advising you that Avant Gardner is no longer issuing refunds for COVID-19, which is why the Avant Gardner representative called you back. You had the option to resell your ticket and then transfer it to someone, since the waitlist was off. Unfortunately Avant Gardner is unable to provide a refund.

• Initial Complaint

  Date:12/21/2022

  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.

  Avant Gardner hosted a *************** show on Feb 18, 2022. They cancelled the show and offered a refund + a 30% coupon code for a show later on.I've been trying to use the code but the customer service team has been so slow at getting back. When they finally get back the tickets are sold out. Now when I tried to use the code again they said it is no longer available, but they did not say the code expired anytime soon. This company / business has been s******* people over all the time by packing too many people into their venue, changing and cancelling events, and much more. Since they could not complete coupon code, I would like a refund or something in place for not being able to use the coupon.

  Business Response

  Date: 12/22/2022

  Hey ******, we apologize for the miscommunication as DICE was supposed to send out those promo codes automatically on their end for any show of your choice, not just the rescheduled *************** show since it was rescheduled from a Friday to a Sunday. Since you received an email with the promo code that means you applied for a refund as well, but we will be confirming that with DICE. Avant Gardner would like to offer you a free ticket to any show of your choice for this upcoming Mirage season if you can email *********************************************************** to redeem.

• Initial Complaint

  Date:09/19/2022

  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.

  The venue denied access to a concert we had bought tickets because we asked them why they are electronically scanning our driver's licenses. They are collecting a lot of personal information without consent. Their website does not inform concert-goers that they will be required to hand over personal data in order to enter.**********************************They went even beyond that and denied access for just even asking why they are collecting this data. This is beyond the pale. While it may be technically legal for them to collect data, they cannot do so without explicit consent which I never provided. They did not list this on the email they sent as confirmation for the purchase, nor is it on their website.

  Business Response

  Date: 09/28/2022

  Denied entry because the guest wouldn't allow ID to be scanned. Our scanners do not save information nor do we sell it to anyone or any company, the scanners utilize the barcode to authenticate the *** The customer did not have a physical ID on her during entry,  the customer was then asked for ID and she did not have a piece of physical ID on her person. She showed a photograph of an ID and the guard attempted to take a photo of it in an effort to allow entry as a courtesy, and the guest refused. 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I had an ID but not a scannable ID. There was no information anywhere on the ticket or on their website that that this is their policy. If they needed age verification like every other place, I had that ID. No other place requires me to share my data to be allowed inside. This is something new and very questionable from a security stand-point. But this is besides the point here. The main point is that I was denied entry for a policy that I was not informed about and I demand a refund.

  About the issue of forcing me to share personal data in a database for a third-party contractor to have (and they never even claimed that they don't store this data, which I am sure they do for at least some period of time) - you can rest assured this is an issue I am working with organizations concerned about data privacy to address.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/17/2022

  Hey *****,

   

  we're going to move forward and refund you. please be informed that Avant Gardner, like many establishments that sell alcohol, scan **'s to ensure the validity of the ** and verify your age, we do not and have ever shared a person's private information.

  Customer Answer

  Date: 11/21/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/11/2022

  Type:Order 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'm a long-time attendee of many events held at Avant Gardner and have always had a great experience while at the venue. Due to a health issue and potential health risk to others, I was unfortunately unable to attend a show with friends I had purchased tickets for. I was the sole ticket holder for 4 people including myself and **** was unhelpful with my refund request. They requested photos of health test results from all 4 of us, which I was very uncomfortable sharing but felt pressured into sending one to prove the legitimacy of this refund request. They still refused a refund and ended up adding my tickets to the waitlist. All 4 of my tickets said "pending refund" in the app so it wasn't even possible for me to send these tickets to others via the app. My tickets were never given to anyone on the waitlist, even though I had someone request a ticket on the waitlist and was never offered one. I believe Avant Gardner/*************** are the best venues in ***, but the customer service with the **** ticketing service has since prevented me from buying any new tickets for fear of not being able to go and still having to pay considering I lost over $350 from these tickets.

  Business Response

  Date: 08/25/2022

  Hey *****,

   

  My apologies for the delay, DICE never made us aware that you tried to request a refund through them. We're going to be reaching out to DICE on your behalf requesting they provide you a full refund. Please allow **** business days for the refund to go through.

• Initial Complaint

  Date:07/20/2022

  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 for toro y moi on 7/19/22. I purchased an outrageously overpriced drink at what turned out to be the end of the concert, didnt realize. But then security proceeded to **** us all to the exit. They wouldnt let me Stay to finish the drink I had just purchased, I even saw they continued to sell drinks at the bar to other people not realizing theyd be kicked out at any second. Then security ripped the cup from my hand and spilt the drink all over me to get me to leave. Horrible treatment aside, theyre ripping people Off. If they wont allow you to stay and finish a drink you bought, they should announce a last call at the bar and close the bar down before the end of the show.

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Avant Gardner has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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