Complaints

This profile includes complaints for Cavaliers Operating Co., LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cavaliers Operating Co., LLC

  1 Center Ct Cleveland, OH 44115-4001

  
• 

  Cavaliers Operating Co., LLC

  200 Huron Rd E Cleveland, OH 44115-1006

  

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:04/15/2025

  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.

  Transactions began for a Cavaliers package for the "2024-2025" season on 09/23/2024 in the amount of $2358.33 to my **** ** ******* ****** ***** Agreement was for monthly payments starting 10/24 thru 12/24 in the amount of $259.41 to follow. The last monthly payment should have been 12/28/24. I was assigned a Membership Development Specialist who's name is Miles ****** *o handle my membership, Mr. ****** sent me a email on Jan 6 2025 inquiring if I wanted to renew my membership and purchase a new package) for the upcoming season. I emailed him back stating "No" not at this time. Mr ****** ignored my response of not to purchase a new package and he continue to apply monthly payments for the upcoming season "2025" transactions in the amount of $259.41 on 01/16/25,,,,and 2 payments of $313.50 on 01/28/25 & 02/28/25 which my credit card was credit for the 2 transactions of $313.50. The $259.41 on 01/16/25 was never credited back to my card. I reached out to him in regards to the $259.41 credit and he refuses to credit it.

  

  Business Response

  Date: 04/16/2025

  Hello,

  Kindly find response and supporting information below and attached.

  The payment in question of refund for $259.41 was made on January 16th. This payment was the final installment for the 24-25 season membership.
  
  Membership information found within the Cavs United member agreement (linked below) includes instructions regarding opting out. In order to opt out of your Cavs United Membership you must complete an opt-out form.  To date, the organization has not received a completed opt out from Patricia Sullins. Even through we have not received an opt out form, we still processed a refund on her account for payments made for the 25-26 season. Attached is the receipt for the refund made to her account.  

  Cavs United Member Agreement: **********************************************************

  A timeline of activities follows:

  January 6th - Dues Notification Email Sent to ******* (25-26 pricing and opt out opportunity communicated via email) 
  January 28th - First installment for the 2025-26 Season
  February 28th - Second installment for the 2025-26 Season
  March 13th - Refund processed for payments made toward the 2025-26 season

  Thank you

  Customer Answer

  Date: 04/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23205283, 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,
  
  
  
  ******** *******
  
  
  
  I was not aware of signing a document indicating that I wanted to opt out for the upcoming "2025 - 2026" season. I received the email and gave a call and indicated a response to the email informing Mr ****** that I did not want to continue buying a new package for the upcoming season and he assured me that he would handle that for me. But my credit card was charged $313.50 twice for the "2025 - 2026". I had to reach out to him on several occasions to stop the charges that he continuously kept applying to my credit card. This was very frustrating and upsetting to me as a senior with a limited income. He deliberately ignored my wishes to advance his career.
  
  
  
  
  
   

  

  Business Response

  Date: 04/23/2025

  Hello,

  Please find our response below.

  The Cavs United membership agreement contains the below language regarding canceling a membership. 

  Cancellation. I understand that my Membership may be cancelled by me at any time throughout a Membership Year for any reason or no reason, provided I notify the Cavaliers in writing of my intent to so cancel by either i) U.S. Mail postage prepaid or certified mail return receipt requested; ii) UPS, FedEx, or other reputable delivery service; iii) in-person at Rocket Arena, 1 Center Ct., Cleveland, OH 44115 (the "Venue"); or (iv) completion of an opt-out form at ******************************************************** Upon such cancellation, I will no longer be responsible for any future payments, but shall not be entitled to any refund for payments made prior to such cancellation. Remaining funds on my account may be applied toward the purchase of tickets to mutually agreed to events) at the Venue within the applicable Membership Year, subject to availability, and any remaining unused funds thereafter will be contributed to
  the Cavaliers Community Foundation (*** ************************************************** *** **** ***********). Notwithstanding anything to the contrary contained in the foregoing, I understand that, upon any cancellation of my Membership, before I may apply any remaining funds on my account toward the purchase of tickets to mutually agreed to event(s) at the Venue within the applicable Membership Year, to the extent the amounts I have paid pursuant to this Agreement prior to such cancellation do not cover the value of the Tickets for Cleveland Cavaliers games that were played in the applicable season prior to such cancellation and/or do not cover the value of Tickets I re-sold via the secondary ticket online marketplace or otherwise transferred to a third party via SeatGeek for scheduled Cleveland Cavaliers games not yet played in the applicable season following such cancellation (such shortfall amount being referred to herein as the "Realized Tickets Value Shortfall Amount"), such remaining funds on my account will first be automatically applied toward covering the Realized Tickets Value Shortfall Amount and, to the extent such remaining funds on my account do not cover the Realized Tickets Value Shortfall Amount, then I am responsible for paying to the Cavaliers such additional amounts necessary to pay the Realized Tickets Value Shortfall Amount in-full within ten (10) days of my receipt of written notice from the Cavaliers advising me of what I owe pursuant to the foregoing. For the avoidance of doubt, to the extent applicable, I understand I
  am responsible for paying to the Cavaliers the full Realized Tickets Value Shortfall Amount.

  Once again confirming that despite the member not completing the appropriate membership cancellation policy listed above, the member was still refunded in full for both payments made toward the 2025-26 season on March 13. A detailed log of communication can be found below:

  January 6th - ******** reached out with the following message:
  
  I’m not authorizing any payments to be charged to my credit card for a Cavs membership. Please give me a call at *********** 
  Sincerely, ******** *******

  January 7th - ***** Responded:
  
  Hi *********
  
  Happy New Year!
  
  When is a good time to connect with you this week on a phone call?
  
  Best,
  *****
  
  
  March 3rd  - ******** reached out via phone 
  
  
  March 7th - ***** retuned her call, No Answer so he sent a text to follow up
  
  
  March 13th -  ***** reached out via phone , No Answer so he sent a email to follow up
  
  
  March 13th - Send Email Stating refund was processed
  
  
  April 2nd - ***** called and she explained she isnt seeing the refund
  
  
  April 7th - ***** made a call, no answer 

• Initial Complaint

  Date:03/18/2024

  Type:Customer Service 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 March 17th, 2024 my boyfriend and I were at the ********* ******** game at RFH which the Cavaliers Operating Co., LLC manages. We are major hockey fans and love the Monsters! The issue I am reporting has to deal with concessions.
  
  Last night, we really wanted to buy the monsters souvenir cup, but you can only purchase that with beer. Neither of us drink. The normal soda cup for the game is the cavs version, which makes no sense as this is a hockey game.
  
  We asked at concessions if they could do the souvenir soda in the monsters cup, and they said sure! We were given the soda and went to check out when things went downhill.
  
  On the register, a woman rang us up and as we walked way, yelled at us to come back. She said that we could NOT have soda in the monsters cup as it was a "beer" cup. She told me I would have to PAY again for the cup (for a total of buying TWO cups...). I asked her if we could please keep it and she said no and asked for a supervisor.
  
  The manager made me give him the cup back and gave us a new soda in the cavs cup.
  
  My boyfriend and I were upset as we were hoping to have a great night and bring home some monsters cups.
  
  I am asking to seek clarification on this matter and to see if there is any way to get a cup from the game without buying beer.
  
  Thank you

  

  Business Response

  Date: 04/03/2024

  Hello - Our team member ****** ***** reached out to this guest on Tuesday, March 19th, after receiving the information below. She left a message, but has not received a call back. She also sent a follow up email yesterday to help bring a resolution to this complaint.
  
  Thanks

  ***** 

  
  

  Customer Answer

  Date: 04/16/2024

  [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 find that this resolution is satisfactory to me. The business fixed the issue and went above and beyond to offer a refund. I really appreciate your help and look forward to seeing the ********* ******** in the playoffs!
  
  
  
  Regards,
  
  
  
  ******* ***
  
  
  
  
  

• Initial Complaint

  Date:12/08/2023

  Type:Customer Service 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.

  We ordered handicapped seats for a concert at ****** ******** ***** ***** on 12/7/2023. We were told there would be someone to assist us and a particular drop off point and to call a certain phone number the night of the event for assistance. The traffic was a nightmare and there was no communication of where we could drop my mom off in a wheelchair. My friend who was driving us got a ticket because I ran in to find someone to help us - it was a nightmare and had I known this I never would have paid over $175 per ticket to get ADA seating. Horrible situation for me, my mom and our driver.

  

  Business Response

  Date: 12/13/2023

  Our guest services leader has been in touch with Renee and we regret that her experience was less than ideal. We are actively working to better understand and resolve her issue. At the moment, we are awaiting response from her. 

  Thanks

  ***** 

  Customer Answer

  Date: 01/09/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  this matter has been resolved to my liking, they handled this complaint with professionalism and kindness. Thank you, *****

• Initial Complaint

  Date:04/05/2023

  Type:Sales and Advertising 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 2 tickets for the New Edition concert on December of 2022 that will be at your location. of ****** ******** ********** next Thursday on 04/13/2023.
  
  I bought section 118 row 3 (2 tickets )
  
  **Now it shows that I have DIFFERENT concert tickets in Section 106 row 3 way further away from the stage than my purchased tickets .
  
  I bought a total of only 2 tickets and that was in Section 118 only .
  
  I am demanding that the Rocket Mortgage Business place correct my tickets asap or if unavailable for any reason exchange them for tickets at the same distance from the stage or closer to the stage from my original tickets I purchased way back in December of 2022 Section 118 Row 8

  

  Business Response

  Date: 04/07/2023

  ****** has been contacted by a box office representative and has been issued new seats.

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service 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 purchased tickets to watch the Cleveland Cavaliers basketball game on March 6, 2023. The tickets were in section 101, row 1, seats 8,9, and 10. The tickets were listed as having an unobstructed view of the court. However, that was not the case at all. There were 2 obstructions that had I been made aware of before purchasing tickets, would have changed my decision on purchasing those tickets. One obstruction was the basketball hoop post. The seats were directly behind the post to the point where the hoop on the other side of the court was not visible from our seats. The floor seats in front of section 101 did not have any seats directly in front of us, instead there was a walkway for their seats. This is because those seats would have been behind the post f the hoop just like my seats were. The second obstruction had to do with the walkway in front of us. The Cavaliers placed 5 cheerleaders in that walkway on stools. They impeded our ability to view the game as well. Every time the Cavaliers made a basket, the cheerleaders would jump up to cheer, and we could not see the basketball game as a result. These seats should never have been listed as having an unobstructed view of the game. I did not receive what I paid for.

  

  Business Response

  Date: 03/16/2023

  We reached out to the complainant and offered him four tickets with good sightlines to an upcoming Cavs game.  He accepted the offer to resolve. 

  Customer Answer

  Date: 03/16/2023

  [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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  

• Initial Complaint

  Date:11/17/2022

  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.

  I followed the Cavaliers Team Shop's process to return an item I purchased from them by mail. I confirmed via UPS that my item was received by the Cavaliers Team Shop on 10/14/22. I reached out to the team shop via email to confirm on 10/21/22. I was told the item was received and my return, via a store gift card, would be processed early the next week. I never heard back and never received my refund. I reached out another six times via email. I have tried to call several times as well, but the line eventually plays a message stating no one is available, and asks you to email the store. The only response I received other than my initial one, was someone from the online store stating they'd make sure someone contacted me, which did not happen. They owe me $34 plus tax in form of a gift card for my return, but no one will respond to my inquiries. I have followed every step of their return process as it is stated on their website.

  

  Business Response

  Date: 11/17/2022

  A refund was issued last week within the two week timeframe a promised.

  

  Business Response

  Date: 11/17/2022

  We reached out to *** ******** and the refund has been completed and he also has a copy of the receipt.

  Customer Answer

  Date: 11/18/2022

  [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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ********