Complaints
This profile includes complaints for Cleveland Browns Football Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:10/21/2024
Type: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.
My family and I had front row seats that we purchased through ticket master for Cleveland Browns vs the Bengals for section 104 seats 18-21 when arriving to the stadium we found four other people in our seats we told a gentleman at the entrance of our section the situation and showed him proof of our ticket purchase he went back down to where we were supposed to sit and looked at the other tickets of the people in our seats and told them they were good We were told to come with him to guest services where the supervisor told us that it’s a ************ issue and walked us to their front counter and even with proof that our tickets were bought on September 25th through Ticketmaster and the people in our seats made a third party purchase which I have proof and screen shots of from staff of the third party purchase’s made on October 6th and October 8th the gentleman at the ticket master window who was very rude and nasty to us stated that there was nothing he could do except give us tickets to section 133 row 22 which is not even close to where we were supposed to sit my son could bearly see the game due to people standing in front of us after complaining to guest services about my family being the ones who originally purchased the tickets and providing proof and allowing the other guest to keep our seats and being handed 4 hats and two blankets we were told that is the best that he can do and that we are already missing almost half of the game and told we should just go sit down and enjoy the game shows the lack of empathy for us ! why did we have to be treated as if we did something wrong !! The only African Americans in that row and we have to walk away from our seats that we purchased and staff refused to move them is unacceptable and I will be contacting the news as well this was our 8 year olds first NFL game we bought these tickets as a birthday gift for him !! After being treated very poorly by staff I won’t stop by complaining here my family deserves better
Business Response
Date: 10/23/2024
We have connected with ************ and they have shared with us that they will be issuing a refund. They also shared with us that they will be connecting with the customer and that the refund will come from ************. Please feel free to reach out if there are any other questions.Customer Answer
Date: 10/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** *******
Customer Answer
Date: 10/23/2024
RECEIVED VIA PHONE BY BBB STAFF MEMBER:
The consumer has confirmed that she did receive a refund as well as a complementary gift from the business. She considers the matter resolved.
Initial Complaint
Date:06/24/2024
Type: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 wish to file a complaint against the management of the Cleveland Browns Stadium (CBS) for my loss on 6.15.24. I am seeking a partial refund/compensation of my $1,012.05 ticket.
I attended *** ******* ****** ******* 6.15.24, at the Cleveland Browns Stadium and had a negative experience with obtaining a wristband required for my VIP floor seat. I arrived at the stadium before 6pm. Gates opened at 6pm, but I was unable to enter the stadium for an hour due to extreme crowding at the entry point.
Before entering the *** I checked all updates and emails about the concert beforehand and did not see anything regarding wristbands required for VIP seating. Before approaching the VIP floor attendant, I had my VIP ticket displayed on my phone. When I attempted to show the VIP floor attendant my ticket and before I could speak, the attendant said “You can’t come down here. You need a wristband.” I asked where I could get a wristband and the attendant said “124, 129”, with no further explanation.
Due to lack of assistance/information from the VIP floor attendant, I had to ask other concertgoers and *** staff where I could pick up the required VIP seating wristband. Once I got to the area to pick up my wristband, the space was so unorganized/overcrowded that it was difficult to move. As a result of the chaotic wristband pick up area, multiple people started yelling/booing out of frustration.
Waiting to get the required wristband took so long (about an hour) that several people, including myself, missed the opening band completely due to the unorganized way that the *** staff handled the wristband situation.
The wristband ordeal was very stressful. After obtaining my wristband, I had to show my ticket to the VIP floor attendant to get to my seat, which I attempted to do when I first arrived at VIP floor seating on time.
To compensate for missing the entire opening act due to the disorganization of the *** management regarding the wristbands required for VIP floor seating.Business Response
Date: 06/25/2024
******* ******* - Director, Guest Experience - Cleveland Brons StadiumCustomer Answer
Date: 07/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I am awaiting the resolution.
Regards,
****** *****Initial Complaint
Date:04/27/2024
Type: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.
Tried to relocate my seats multiple times over the years. I am trying to get 4 decent seats for my family. I pay $5300 a year I don't know why every year they don't have 4 seats located together. I been a ticket member for 7 years now. I have made several attempts every year to beg my representatives to get the seats together I don't know why they can't accommodate me. Also it seems like all there events there are glitches in the computer systems that we can never get tickets to the events we have to call and complain to get tickets. The amount of money the tickets keep going up every year they should invite all the members to the events we shouldn't have to change our schedules around to wind up not getting tickets to the special events anyways.Business Response
Date: 05/23/2024
Hello -
Below are the details regarding our interactions with *** *****, This is broken down in the sequence of the relocation conversations and the special member events interactions. All of the notes below are from our sales/service team.
We continue to look for ways to assist *** ***** with the relocation of his seats and the events for our members. If *** ***** does not feel comfortable proceeding with his membership, we would be able to offer a full refund for the purchase of his season membership.
Please feel free to reach out to myself at ************************** ** **** ** ** *************
Thanks for your time.
Best,
**** *****
Sr. Director, Membership Development
Notes:
Compilation of Relocation Convos:
-On April 26th 2023, *** ***** called the
inbound line during his timeslot to get help with relocation. He connected with
******* ***** at the time – the notes from that call are below:
“Called in was
having trouble relocating wanted to move all his seats into a 4 seat location
in the lower bowl, gave him location he could potentially do that with didn't
seem interested in the recommendation, eventually decided to just relo his 3s
into 348/2/1-18, submitted BO Task”
Owner: ******* *****
-On April 24th 2024, *** ***** received a call
from IS Rep **** ****** to help assist with his relocation – notes from the
call are below:
“Looking to
get 4 seats together in the same price range without moving up too far back in
the section. Do not have much available for his request - went through a couple
2 seat locations in 147b to move his seats in 348 - too high up for him. Same
situation for moving all 4 of his seats together. Not much luck for what he is
wanting. Going to browse around and get back to me with any questions”
Owner: ***** ******
-On May 2nd 2024, *** ***** called me directly
and was upset because we did not try to help him relocate his seats, call notes
below:
“*** ***** called me back // he was upset because he thinks
we didn't try to help him relocate his seats into 146 // told him that he
connected with **** ****** on 04/24 and he tried to find him two seats in 147
that were the closest to his in 146 // he told me that he does not remember
that conversation at all and said that he is just done talking about it and
said to talk to my wife about it if I want and just hung up”
Owner:
***** *****
Compilation of Event Provisions:
-On June 21st 2022 – *** ***** connect with
**** **** and expressed his frustration with not being able to secure Father’s
day or Training camp tickets.
-On July 26th 2022 – We were able to
provide (4) Training Camp Sideline Club tickets for him (all inclusive food/beverage area for members at the event)
-On April 21st 2023 – I added *** ***** to
the Mother’s Day event wait list – we were able to fulfill his request for (5)
tickets to the event.
-On June 1st 2023 – We were able to
provide (4) tickets to the Father’s Day event after selling out of the event.
-On July 31st 2023 – *** ***** called me
directly and let me know that he wants to bring his family out to the Sideline
Club again because he is seeing people on Facebook post their VIP experiences –
On August 22nd We were able to provide (4) tickets to the Sideline
Club for training camp.
-On October 26th 2023 – *** ***** called
the Inbound line and spoke with an IS rep **** ****** about not being able to
secure Locker Room Sale ticket; Call notes below:
“guy couldn't get tickets to LRS, was complaining and said
he'd hedge a complaint against the Browns to the BBB for how we run things
because he's always missed the onsale for events”
Owner: Josh
Suppes
-On Same Date ^ – *** ***** texted me after talking to
**** ******; I called *** ***** to try and explain how limited our events can
be; Call notes below:
“*** *****
texted me about the LRS email going out and already being sold out in an hour /
I gave him a call because he just called the Inbound line and spoke with Josh
Suppes about not being able to get tickets for events when we send out emails /
I let him know that our events are limited capacity because it would not be
feasible to host every member for every event that we have year round / he said
that this keeps happening -- him not being able to secure tickets for other
events (mothers day / fathers day events) and that it should not constantly
happen for every event / let him know that I placed him on the waiting list for
the LRS and hopefully we can fulfill his request similar to the Mothers and
Fathers day events / he said that he is going to have his wife report the
Browns to the BBB and hung up on me”
-On November 8th 2023 – We were able to
provide (2) Locker Room Sale tickets for *** *****
-On May 9th 2024 – We were able to provide (4)
Father’s Day tickets because he was added to the Mother’s Day event waitlist
and was not able to fulfill those tickets.
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