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Business Profile

Concert Hall

PromoWest Productions

Headquarters

Complaints

This profile includes complaints for PromoWest Productions's headquarters and its corporate-owned locations. To view all corporate locations, see

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PromoWest Productions has 2 locations, listed below.

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    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:09/13/2024

      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.
      We were trying to purchase 3 ***** ******* Tickets, and we were in the waiting room an HOUR before they launched. As soon as it hit 10:00 am the time they launched, we were on the site. AT 10:02 THEY WERE ALL GONE. Every single seat and every ticket. Which with the waiting room system SHOULD NOT EVER HAPPEN. Thousands of tickets selling out in 1 minute, that is unheard of unless there are robots buying mass amounts of tickets to resell for absurd amounts. My sister was also in line but didn't get in the area. At 10:04 they were still completely sold out. We signed up for the presale and the code and everything, and I understand it's a small venue, however them ALL selling out within minutes is absolutely unheard of unless they are allowing artificial intelligence robots buy them so other websites can upsell them for triple and 4x the amounts

      Business Response

      Date: 09/19/2024

      ********,

      Thank you for reaching out regarding the ***** ******* event at Stage AE. We understand your disappointment in not securing tickets, as this event experienced exceptionally high demand and sold out rapidly.

      We collaborate closely with our ticketing partner to minimize the impact of bots and ensure that all fans have a fair opportunity to purchase tickets. While we are unable to provide tickets at this time, we appreciate your understanding of the challenges associated with such high-demand events.

      We hope to see you at a future show.

      Cheers,
      Ali

      Customer Answer

      Date: 09/20/2024

      I understand it's a sold out event and tickets go fast honestly when you are on there at 10:02 they should not be sold out. They were not ****** ***** tickets and they are selling them on different websites for above the price so I'm assuming that's where most of the tickets went. I was not trying to get anything for free. My daughter tried to get tickets and was on there in the waiting room prior to getting the tickets at 10:02 and didn't get them but thank you for your response. 

      Complaint: 22283950

      I am rejecting this response because: 

      Regards,

      ******** ****
    • Initial Complaint

      Date:09/04/2024

      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.
      Purchased a platinum seat for Starset at ***** Live on 8/31/24. The show was being filmed and a camera man stood in front of me obstructing my view so I couldnt see. I asked the Kemba staff 4 times to please have the camera man move or sit down because he was obstructing my view to the point that i couldnt see. I was told each time that he was Starset production so ***** had no authority to make him or even ask him to move. So at the beginning of song #8 i told the lady working there at my section that these seats cost too much money to have to stare at the back of someones head and I left. I was incredibly disappointed because i was looking forward to a good quality time with my son but sadly that didnt happen. He stayed and very much enjoyed the show. I feel like Kemba let me down because i couldnt see through no fault of my own and got no help from Kemba staff to resolve the issue. I feel like I am owed a refund for my $85 ticket. My son stayed so Im not asking for his tp be refunded, just mine since i left 8 songs in to a 20 song show that I could not see.

      Business Response

      Date: 09/11/2024

      ***** has spoken to our ********** Manager and has been upgraded to box seats for the Newport Music Hall show tonight. He was offered complimentary tickets to a future show as well. This issue has been resolved offline. 

      Customer Answer

      Date: 09/12/2024

      [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 accept the business's response to resolve this complaint.

      Regards,

      ***************************
    • Initial Complaint

      Date:08/18/2023

      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 tickets for Sunday, 6/25/2023 for the Re:Set Music Festival in Columbus, OH directly from the music festival website total price of $241.32.

      On the event day, the time for the event was changed without any warning or notification. No e-mail, message in the app, call, text, or any announcement at all was made about the time change. The event was supposed until 11:00 PM with multiple performers. Thheadlining (last) performer was listed to start at 9:15 PM (these are listed times published on the Re:Set Music Festival official website). We traveled to the venue from Cincinnati to Columbus and arrived at the venue at approximately 7:30 PM when were denied entry and told the event was over. No advance notice at all was received and we were not able to see any of the performers. All I am seeking is a refund for my ticket cost as I was not able to see any of the show even though I was at the venue at the time the event was supposed to take place. Please help. I will absolutely contact media outlooks and post on social media if need be, but I just want this resolved. Thank you.

      Business Response

      Date: 08/24/2023

      ******,

      Thank you for your feedback from the Re:SET Concert Series
      in June. Without guest feedback like yours, we would not be able to improve our
      efforts of creating the best guest experience!

      On June 25, 2023, we were alerted by meteorologists of a
      potential weather event slated to arrive in the evening. After deliberation,
      the artists, tour, and AEG staff determined that shifting around the schedule of
      events would be the best option to ensure that guests would be able to safely
      see the concert.

      We posted multiple set time updates on Re:SET and PromoWest
      social media pages to get the message out quickly. Additionally, ***, the events
      ticketing platform, sent an email out to ticket purchasers. An email was sent to
      your address on file, ******************,
      at 1:45 PM. I’ve attached a reference to that email in this response.

      At PromoWest and AEG, our priority first and foremost is
      ensuring that guests, staff, and artists are safe. Unfortunately when events
      are outside, there are weather risks involved. Sometimes things do not go as
      scheduled but out team works hard to ensure that all guests still have a safe and positive experience. We appreciate your patronage and hope to host you at
      another concert in the near future!

      Thanks,
      ***

    • Initial Complaint

      Date:07/24/2023

      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.
      Bought concert tickets for the event. The business said the concert was rain or shine, however they evacuated the area due to weather. They then kept everyone waiting for 4 hours until they still held the show after closing hours, at 10:30pm. They went against the cities noise ordinance so that they did not have to issue refunds. I have filed claims that they are denying and they let half of their paying customers leave without letting anyone know what the updates or plans were.

      Business Response

      Date: 07/26/2023

      Thank you for reaching out. Per The ******** ******, if you were
      not able to make it back into the July 23, 2023 concert due to the lightning
      storm, you are eligible for a refund.

      In order to process, please forward your AXS Confirmation email
      to ********@promowestlive.com as proof of purchase. Tickets purchased on third party platform will not be
      eligible for a refund through this channel. If you purchased in person at the
      KEMBA Live! Box Office, please email the method of payment along with First and
      Last Name.

      PromoWest Productions appreciates your patience and
      understanding while we process this request. 
    • Initial Complaint

      Date:07/24/2023

      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.
      Hello,

      I am contacting to report an incident that occurred on Sunday July 23, 2023. I paid $350.98 for tickets to see The Backseat Lovers at KEMBA Live which is owned and operated by PromoWest Productions. Their website advertises that the show will go on "rain or shine", however the event was evacuated due to storms, which is understandable due to safety reasons, although it is not what they advertise. They postponed the concert by 4 hours and by this time most of the crowd had gone home. The event was supposed to start at 6:00pm, but did not occur until 10:00pm which is shown in the picture I attached. This event was conducted during the no noise ordinance hours and additionally occurred AFTER the venue was closed. Myself and MANY others did not attend and did NOT receive a refund because "technically" the show went on - even though only 4 songs were played. The business has deleted ALL evidence of this happening from their social media, but luckily I obtained a screenshot before they deleted it.

      Business Response

      Date: 07/26/2023

      Thank you for reaching out. Per The Backseat Lovers, if you were
      not able to make it back into the July 23, 2023 concert due to the lightning
      storm, you are eligible for a refund.

      In order to process, please forward your AXS Confirmation email
      to [email protected] as proof of purchase. Tickets purchased on third party platform will not be
      eligible for a refund through this channel. If you purchased in person at the
      KEMBA Live! Box Office, please email the method of payment along with First and
      Last Name.

      PromoWest Productions appreciates your patience and
      understanding while we process this request. 

      Customer Answer

      Date: 07/27/2023

      I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:07/24/2023

      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.
      5 of us went to see the backseat lovers on July 23rd, 2023 at Kemba live(promo west). 2 main issues. First we all paid an extra $20/ each for the fast pass to get down front. Unfortunately, they were understaffed at the special entrance, so the main entrance was much faster. We were about 50th in line, by the time we got into the venue, over 1000 people already flooded the floor from the main entrance rendering the motive to pay the extra money futile.
      Second issue was around 7pm a severe lightning storm came through and passed, then another started around 7:50 and this time they evacuated the venue. The announcement was something to the extent of "the weather is causing hazardous condition and everyone needs to evacuate the venue, please check the website for future announcement". so we made our way through even more hazardous condition of 5000 people in the streets with no crowd control. and waited in the parking garage for over 2 hours. Never did find out where the information about going back inside was posted. The website never changed. A couple different times we just followed the people back to the venue to stand in more storms. not knowing a thing about what was going on. Finally around 10:15 we followed the few people left back to the venue and they were letting people back in for what would now be a couple songs before sound curfew took effect. This is when It just went to far. They weren't scanning tickets or correctly running checking people for weapons and using metal detectors. I had others folks kids with me and could not put them at risk, so I asks security where to get a refund and was laughed at and told to suck it up. they are doing their best. Having been to over 100 shows at this venue over the years. This was very surprising. And unfortunate as I cannot in good faith ever support this company again.

      Business Response

      Date: 07/26/2023

      Thank you for reaching out. Per The Backseat Lovers, if you were
      not able to make it back into the July 23, 2023 concert due to the lightning
      storm, you are eligible for a refund.

      In order to process, please forward your AXS Confirmation email
      to  ********@promowestlive.com as proof of purchase. Tickets purchased on third party platform will not be
      eligible for a refund through this channel. If you purchased in person at the
      KEMBA Live! Box Office, please email the method of payment along with First and
      Last Name.

      PromoWest Productions appreciates your patience and
      understanding while we process this request. 
    • Initial Complaint

      Date:07/24/2023

      Type:Customer Service 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.
      we purchased tickets to a concert that took place on 7/23/23, when we got there it was raining and thundering and lightening. we stood in the line for 1.5 hours to get inside, then once inside the event made everybody evacuate due to the weather. they stated they would update every 15 minutes but there was 1 update in the next 3 hours. at this point it was 10:00 and on a Sunday, so me and my daughter had an hour drive so we left to go home since there were no updates and assumed it was going to cancelled or rescheduled. then they finally decided to continue the concert at 10:30. we would like a refund for the inconvenience and not updating everybody in a timely manner. they clearly do not care about their customers and their safety to make everybody stand outside in the lightening. cares more about making money.

      Business Response

      Date: 07/26/2023

      Thank you for reaching out. Per The Backseat Lovers, if you were
      not able to make it back into the July 23, 2023 concert due to the lightning
      storm, you are eligible for a refund.

      In order to process, please forward your AXS Confirmation email
      to [email protected] as proof of purchase. Tickets purchased on third party platform will not be
      eligible for a refund through this channel. If you purchased in person at the
      KEMBA Live! Box Office, please email the method of payment along with First and
      Last Name.

      PromoWest Productions appreciates your patience and
      understanding while we process this request. 

      Business Response

      Date: 07/26/2023

      Thank you for reaching out. Per The Backseat Lovers, if you were
      not able to make it back into the July 23, 2023 concert due to the lightning
      storm, you are eligible for a refund.

      In order to process, please forward your AXS Confirmation email
      to [email protected] as proof of purchase. Tickets purchased on third party platform will not be
      eligible for a refund through this channel. If you purchased in person at the
      KEMBA Live! Box Office, please email the method of payment along with First and
      Last Name.

      PromoWest Productions appreciates your patience and
      understanding while we process this request. 

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