ComplaintsforTicketmaster Corp

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I had purchased my concert tickets, I was offered hotel deals in the area where the concert would be. On May 1, 2024, I paid Ticketmaster Travel $445.60 for five nights at a hotel in ******, ********** with my friend. Our stay was supposed to be from July 10 to July 15. On July 11 and July 12, we found two roaches in our room, which caused us a lot of distress. Because of that, we had to find a new hotel on July 13 and paid almost double what we paid for at the first hotel. I contacted the hotel's corporate and they couldn't offer a refund because it was booked through a third party. After returning from my vacation, I reached out to Ticketmaster complaining about this issue on July 31, 2024, and requested a refund. The first ******** agent reached out to me through email saying that they would find a resolution for me and asked for any photos or videos of the incident. I sent them the photo of the roaches me and my friend. I received no response and had to send another email on August 13, 2024, asking for an update regarding my refund request. A second ******** service agent responded quickly the same day saying that they apologized for the delay and they would reach out to me about a resolution soon. The next day, a third ******** service agent sent me an email telling me that my room was non-refundable. I believe that the service I was given after what I and my friend experienced was greatly disappointing. I feel like our concerns were not taken seriously despite the photographic evidence I provided. They took almost a month to respond and find a resolution to my refund request, which did not happen. We were put into an unhealthy and risky situation we didn't ask to be in, so I feel it's enough to be compensated with the full refund of $445.60.

  Business response

  08/30/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  I apologize for the inconvenience you may have experienced. Unfortunately, the booking made for this hotel was non-refundable per the terms and conditions accepted when the reservation was finalized. The Hotel Packager is not authorizing refunds for this booking. 

  However, as a one-time courtesy, we have processed a partial refund for $222.80 back to the original method of payment used. Please allow 5-7 business days for the funds to reach your account. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/31/2024

   
  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

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered these concert tickets last year and the concert was postponed. The rescheduled date was changed to a date this year that we are unable to attend. We have been trying to transfer the tickets at cost to some friends. The "Transfer Tickets" feature on Ticketmaster keeps returning the same error over and over (screenshot attached). I have been trying to resolve this issue with Ticketmaster since August 20th with no results. They will not answer the phone. The online chat feature returns nothing but requests to continue waiting, blaming the problem on my computer skills, and empty apologies because they are "overwhelmed." This is unsatisfactory and I am going to get stuck with these tickets because I can't perform a simple operation on their website to transfer them to a person who could use them. I just want the problem resolved before the concert next week.

  Business response

  08/30/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  I apologize for the inconvenience you may have experienced. Please clear your cookies and cache and reattempt to transfer your tickets. You should no longer be having any issues transferring your tickets. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/30/2024

   
  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

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased tickets to the ***** Addiction/Love and Rockets tour in ********* via presale (date of purchase 5/28 for 9/22 show). My order no is 1047845/CH-5. I paid approx $106 per ticket before all the fees. I went out of my way to find aisle seats because I have a medical condition requiring easy in and out (bathroom access) and I never go to a concert if I cant be on the aisle. While I could have bought better tickets closer to stage I intentionally went as far back as necessary to snag an aisle. I purchased two seats numbered ***** that based on Ticketmasters map were on the aisle (seat 18 was). There were no seats next to 18 in any of the rows in the section - they werent greyed out (as in sold or held back) - they simply did not exist so seat 18 appeared to be an aisle seat. Lo and behold today I look at not only have prices dropped considerably because of their dynamic pricing, but every row in my section as well as most others magically shows two more seats (in my row, 19 and 20) so my seat is not on the aisle!! All of them are unsold. I asked Ticketmaster to simply move me into the aisle which is what I intended to purchase based on their original (apparently incorrect) map. They refuse to do so because 1) I would have to pay exchange fees; and 2) those seats are now $83 dollars and I cannot exchange mine because they are not of equal or higher value (Im being penalized for buying early). This is unfair and unethical. I had no way to know I didnt have an aisle seat because they had an inaccurate map. *** spent half a day corresponding with them only to be denied over and over. If I wanted to pay exchange fees I could upgrade my seats considerably at this point. I Dont want to spend even more money - I just want what I reasonably believed I was purchasing without paying a fee bc of their error or possibly even deception.

  Business response

  08/29/2024

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention. I apologize for any inconvenience. I have processed a full refund for you in the amount of $261.08. You will receive the refund within the next 5-7 business days, going back to your MC used for purchase. You may go back in and purchase the isle seats that you want.
  
  Sincerely,

  ******************

  Ticketmaster Consumer Support

  Customer response

  08/29/2024

   
  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.

  I did wish to add that I now see the problem on Ticketmaster's end with the seating chart.  I do not know if this applies to all seating charts across the board or it's something about this venue in particular, as I've never encountered this before when purchasing event tickets from you.  On your mobile site, you show all seats whether available or not (so either blue for available or grey for sold/not available).  On a desktop site (I used my laptop to purchase these tickets the first time), you do not show greyed out seats on aisles at all, so any seat in blue that looks like it's at the end of a row appears as an aisle seat.  Thus, if a seat the customer is viewing is at the opposite end of a row from seat 1 (which obviously would be an aisle seat), there is no way to tell if its the actual aisle seat or if the aisle has already been purchased (for example, if the seat is numbered 18 and there are no grey seats shown next to it with higher numbers, there's no way to know on a laptop if there's also a seat 19 or 20 and the assumption will be that seat 18 is the aisle seat).  I did not see this discrepancy until I was looking at the seating map on my mobile phone the other day.  You may wish to rectify this issue because many people have strong preferences or even needs for aisle seats, and are even willing to pay extra or sit further back to get an aisle, and it should be clear when purchasing.

  Thank you for resolving this matter.

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered tickets that a paid for and they were cancelled the day off concert. Never recieved any tickets . **************** has been useless to me.

  Business response

  08/28/2024

  Hello,
  
  I am in receipt of your recent complaint to the Better Business Bureau. Our apologies for any inconvenience this may have caused.   As a 1 time only courtesy we have issued a full refund for the order 3000-0602-2343-6235-3.  Please allow 5-7 business days for the amount of $469.03 USD to credit back to the ** ending in 8639.  Our merchant agreements require that refunds be provided to the original card, regardless of whether it's expired or the account has been closed. This is because it is the bank that pays that merchant with funds from the customer's bank account or through a line of credit which the customer is responsible to pay back. The merchant doesn't know if the account is in good standing, and if a refund is provided to another card, or via check, the merchant could potentially be aiding the cardholder in defaulting on their credit card balance.
  
    This is why credit card companies and banks require merchants to return the funds to the original form of payment. If the credit is provided to a card that is no longer valid, but the account is still active, the funds will still credit successfully. If the account is completely closed, the bank should reject the funds. Once that happens, Ticketmaster will send a check to the customer. If the bank does accept the funds to a closed account (they shouldn't do this, but it happens sometimes), it's their responsibility to refund the patron.
  
  
  Thank you for the opportunity to respond and address your concerns.
  
  
  Sincerely,
           ************
  
  Consumer Support Team

  Customer response

  08/28/2024

   
  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

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/10/2024 I bought VIP tickets for the System of a Down show scheduled to happen at the **************** in ************* on 08/17/2024, one of the benefits described on the website was the expedited entrance to the show ticket price was $100 higher than the regular admission price. The expedited admission never happened, general admission was admitted to the event first and my mom and I are short and could not enjoy the show. We called Ticketmaster and asked for the adjustment for VIP upgrade because there was never expedited admission and ***** on the phone said they dont give refunds and a manager would call me in 48 hours and that never happened. The order number is 59-54993/NCA

  Business response

  08/29/2024

  Hello,
  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank
  you for bringing your concerns to our attention.
  I have reviewed this complaint and the related order, 59-54993/NCA and we checked with the event organizer and it was confirmed that the instructions for entry, including check-in times and locations for VIP package purchasers and unfortunately, we did not receive authorization to issue a courtesy partial refund on this order. As a courtesy gesture of good faith, we have refunded the service fees portion of the order in the amount of $99.00 (since the rest of the funds for this transaction have been remitted to event organizer) and that credit should be processed back to the card used for purchase within 5-7 business days. 
  
  Thank you for the opportunity to respond and address your concerns.
  Sincerely
  *******
  Consumer Support Team
  
  

  Customer response

  08/29/2024

   
  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

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This year we booked concert tickets at the Bank of NH pavilion through Ticketmaster with the primary goal of seeing *****************. ***************** dropped out of the line up and they replaced him with ******************************* whom we don't even know. I have asked for a refund and Ticketmaster is refusing because the event is still happening. I have attached my communications with Ticketmaster with the unsatisfactory resolution.

  Business response

  08/27/2024

  Hello,
  
  I am in receipt of your recent complaint to the Better Business Bureau. Our apologies for any inconvenience this may have caused.  As a 1 time only courtesy we have issued a full refund for your order 46-18584/NY2.  Please allow 5-7 business days for the amounts of $540.00 and $20.00 USD to credit back to the ** ending in 8264.  Our merchant agreements require that refunds be provided to the original card, regardless of whether it's expired or the account has been closed. This is because it is the bank that pays that merchant with funds from the customer's bank account or through a line of credit which the customer is responsible to pay back. The merchant doesn't know if the account is in good standing, and if a refund is provided to another card, or via check, the merchant could potentially be aiding the cardholder in defaulting on their credit card balance.
  
    This is why credit card companies and banks require merchants to return the funds to the original form of payment. If the credit is provided to a card that is no longer valid, but the account is still active, the funds will still credit successfully. If the account is completely closed, the bank should reject the funds. Once that happens, Ticketmaster will send a check to the customer. If the bank does accept the funds to a closed account (they shouldn't do this, but it happens sometimes), it's their responsibility to refund the patron
  
  
  Thank you for the opportunity to respond and address your concerns.
  
  
  Sincerely,
           ************
  
  Consumer Support Team

  Customer response

  08/27/2024

   
  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

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 11, 2024 have sent multiple emails to TicketMaster concerning tickets to a cancelled performance of the group "Heart" in **********, ** for August. One singer is I'll and so they have cancelled the performance I sent ticketmaster $200 to 250 or so for 2 TICKETS and extra $$$ for expedited delivery fees for the tickets to be sent to me IN THE MAIL RATHER THAN TICKETS ON MY PHONE (I am older and don't do phone tickets etc, I wanted the hard copy tickets here in my mail and in my hand) They kept saying tickets could be sent to me as late at 5 days prior to the August 23rd performance. Then they said the performers might be "post poning the concert date and to "hang on to my tickets" (which I NEVER EVEN RECEIVED) AND THAT I WAS NOT ELIGIBLE FOR A REFUND. I paid good money for these tickets and the fees that went with them to purchase and I have never received the tickets or a refund, and am just getting run around in circles. I told them I didn't want to wait on a postpenment as I may not be able to go later and to just REFUND MY MONEY WHICH THEY HAVE REFUSED TO DO, I HAVE TALKED THRU EMAIL WITH SEVERAL PERSONS THERE AND SEE NO HOPE IN GETTING MY MONEY BACK. I WOULD NEVER BUY FROM THEM AGAIN, THATS CALLED STEALING! I PAID MONEY AND GOT NOTHING BUT BS. I HOPE YOU CAN HELP. NOT SURE WHICH TICKETMASTER THIS EVEN IS as they do not readily give addresses and contact info, just run you in a continual loop of B's and don't DO ANYTHING. I WANT MY MONEY BACK AND FOR THEM NOT TO DO THIS TO OTHER PEOPLE, THEY ARE THIEVES!

  Business response

  08/27/2024

  Hello,
  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank
  you for bringing your concerns to our attention.
  I have reviewed this complaint and the related order, 15-39752/CH6. As a courtesy, I have canceled and refunded this order in full and the credit for $161.47 will be processed back to the card used for purchase within 5-7 business days. 
  
  Thank you for the opportunity to respond and address your concerns.
  Sincerely
  *******
  Consumer Support Team
  
  

  Customer response

  08/27/2024

   
  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 would be nice to have an email DIRECTLY FROM THE BUSINESS SHOWING WHAT THEY PLAN TO DO  SO THEY ARE ACCOUNTABLE TO ME FOR THE REFUND. I appreciate your help in this matter and I will be watching for said amount to be credited back to me. Thank you
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 14th, 2024, i purchased a ticket through Ticketmaster for a concert in ****** on August 26th for $69.50 plus $20 in fees, plus tax, for a total of $92.45. On July 25th I moved states, so I was no longer able to attend the concert in ******. I decided to put the ticket up for resale on August 23rd in order to recoup the costs. It is important to note, this event was not sold out, and ticketmaster limited the price i could list it at to $69.51, which was above what the selling price was, which gave no incentive for anyone to purchase my ticket. The day of the event, Aug 26th, the ticket had still not sold. I found a friend who wanted to go to this event, so I decided to transfer the ticket to them. In order to do this, I had to cancel the resale listing, which I did at about 5:45pm. (the event started at 7:30pm) The listing then was labeled as will be unlisted shortly. I was unable to relist, transfer, or even access the ticket. At 6:08pm, I opened the ticketmaster chat support to see if i could get assistance in removing the listing, or insight on how long it would take, so I could know what to expect. I called the support number as well to see if they could help, but was put on hold. The chat agent responded at 6:40pm saying I could cancel the listing right away, and the tickets would be immediately available for use. I responded at 6:43pm saying I had already done that, but the ticket was not available for me to see or transfer. I received no response. At 7:02, i sent another message saying that the event was in 30 minutes and it had been over an hour since i attempted to cancel the listing. I did not receive a response until 8:39pm (1 hour after event start) saying that the listing had been canceled and I could use the ticket. I responded saying that it had been an hour since the event started. The agent then responded saying i could not receive a refund because the event had already passed, and refunds were only allowed in the event of cancellation

  Business response

  08/27/2024

  Hello,
  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank
  you for bringing your concerns to our attention.
  I have reviewed this complaint and the related order, 14-55962/NY2. As a one-time courtesy, I have refunded this order in full and the credit for $92.45 will be processed back to the card used for purchase within 5-7 business days. 
  
  Thank you for the opportunity to respond and address your concerns.
  Sincerely
  *******
  Consumer Support Team
  
  

  Customer response

  08/27/2024

   
  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My partner and I attend the US Open every year. This year when we logged onto the Ticketmaster website to purchase tickets on the very first morning that they were available at the beginning of June 2024 the tickets had all already been purchased and most of them had been made available for re-sale at a higher cost. I understand that this problem is occurring across ticketing platforms all over. Unfortunately the main costs of this re-sale problem are born by consumers like me. It is Ticketmaster's responsibility to prevent customers from being charged excessive increases to attend its events. I am writing to seek the ability to purchase tickets to this event at a regular face value.

  Business response

  08/26/2024

  Hello,

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  
  I reviewed your account and after all research was completed was not able to find any US open order under account ************************** Ticketmaster sells tickets on behalf of the event organizers. The artist, venue or Event Organizer has set price and the option to resell tickets. We are unable to assist you with this request. 
  
  Thank you for the opportunity to respond and address your concerns.
  
  Sincerely,
  ****************
  Consumer Support Team

  Customer response

  08/26/2024

   
  Complaint: 22196161
  
  I am rejecting this response because: my ticketmaster account is under a separate email address: ************************* if you wish to see my previous US Open ticket orders. Separately, I reject this response because it does not address the premise that Ticketmaster has a responsibility to provide tickets without added resale value at the beginning of the sales window.
  
  Sincerely,
  
  ********************************

  Business response

  08/27/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  I apologize for the inconvenience you may have experienced.

  Sometimes there are tickets that were sold as part of a ********* credit card perk, or other presale specials before going on sale to the general public. If its a sports event, the tickets may be offered for sale from season ticket holders. The fans that bought tickets through those presales can list their tickets on Fan-to-Fan Resale.

  Presale started on May 28, 2024. General ****** began on June 3, 2024. Availability is on a first-come, first-served basis. Currently, all available tickets for US Opens are only resale tickets. We are unable to assist in securing standard tickets. However, you can purchase tickets directly at the venue if seeking standard tickets only. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/29/2024

   
  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. Although Ticketmaster did not accept responsibility for the problem they indicated the company that should.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see attached.

  Business response

  08/26/2024

  Hello,
  
  I am in receipt of your recent complaint to the Better Business Bureau. Our apologies for any inconvenience this may have caused.   When placing your order  you have the opportunity to purchase insurance in order to protect your tickets.   That you must either choose to select or deny before your order will proceed.  As a 1 time only courtesy since the tickets were not scanned in. 

    We have issued a full refund for the order 27-23733/TOR.  Please allow 5-7 business days for the amount of $633.59 CAD to credit back to the ****** account it was charged from.  Our merchant agreements require that refunds be provided to the original card, regardless of whether it's expired or the account has been closed. This is because it is the bank that pays that merchant with funds from the customer's bank account or through a line of credit which the customer is responsible to pay back. The merchant doesn't know if the account is in good standing, and if a refund is provided to another card, or via check, the merchant could potentially be aiding the cardholder in defaulting on their credit card balance.

  
    This is why credit card companies and banks require merchants to return the funds to the original form of payment. If the credit is provided to a card that is no longer valid, but the account is still active, the funds will still credit successfully. If the account is completely closed, the bank should reject the funds. Once that happens, Ticketmaster will send a check to the customer. If the bank does accept the funds to a closed account (they shouldn't do this, but it happens sometimes), it's their responsibility to refund the patron.
  
  
  
  Thank you for the opportunity to respond and address your concerns.
  
  
  Sincerely,
           ************
  
  Consumer Support Team

  Customer response

  08/26/2024

   
  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,
  
  *************************

*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. ↩