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:05/01/2025

  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.

  We attended Feld Entertainment's Monster Jam event in ************ on April 26th, paying over $500 for 4 front row tickets. When the event was about to start, a Feld Entertainment cameraman and sideline report set up right in front of our seats, blocking the view of much of the "field" for all 4 seats. When we purchased the seats, they were not advertised as obstructed view and we had no reason to believe that we would not be able to see the majority of the action while sitting in the front row of seats. We asked **************** at the stadium to help and they said they would look into it and get back to us - but never did. Due to the obstructed view, our children missed most of the action and asked to leave early because they were not enjoying looking at a cameraman's backside. We reached out to **** after the event to see if they would refund our tickets or make it right in some other way. They admitted that the seats were obstructed view (again, there was no way for us to know that when we purchased them) but their only offer to make it right was to suggest we buy more tickets from them for a future event. I am requesting a full refund for the tickets (I am not asking for a refund for the Pit Pass tickets that we also purchased as this was not affected by the obstructed view).

  Business Response

  Date: 05/20/2025

  We are sorry that the customer was disappointed with their seats at the April 26, 2025, Monster Jam event in ************, ***  The photograph provided by the customer reflects one cameraman and one pit reporter filming for purposes of broadcast TV.  The family was sitting in section 114, row 13.  The camera man and reporter were located 4 rows below them in row 9.  The customers own photo does not depict a situation where most of the field was blocked from view.  We have already apologized for this configuration that they were displeased with and our customer service offered to make it up to them per below.  However,the family appears to have stayed and watched the entire show.  (This customers April 26, 2025, complaint to our customer service team corroborates that they stayed for duration of the event.)  We further confirmed with the venue that there is no record of this customer asking for a refund or to have their seats moved during the event, which they could have done.  They did not. Notably, Section 144 was sold out, and we have not received any other refund requests related to this issue. 
  
  To accommodate this customer, our customer service team offered this customer up to eight house seat tickets to an additional **** production at the deeply discounted Friends & Family rate of $20 per ticket with a $2-8 facility fee.  House seats are located in the lower bowl of a venue. This offer to the customer continues to stand, and we encourage the customer to contact our customer service team to redeem the offer.  We will not, however,be issuing a refund for a show that was attended in full by this customer.  

• Initial Complaint

  Date:04/21/2025

  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.

  Hello, i reached out to *************** back in March due to some fraudulent charges on my card, they reached out the very next day and said they would work with my bank to get my money back. But as of now, they have stopped replying to me, and to my bank as well. Even after they themselves said they would refund me my money. Now they are claiming they dont see the charges either when at first they said they were going to work with my bank.

  Business Response

  Date: 05/14/2025

  This customer reached out to our **************** team on March 10, 2025, regarding 3 charges on her account that are dated two days later, on March 12, 2025: one charge is for $85.00 and two charges are each for $15.00.  Our Treasury Team received the chargeback requests from the customers bank mid-April, and we informed the customer on April 23, 2025, that the charges were refunded as of that day.  Screenshots of the refunds were provided to the customer on April 24, 2025.
  
  We confirmed and advised the customer that all of the above-referenced transactions were made with the card present, chip inserted, and had authorizations.  We advised the customer that this appears to indicate that someone is using her card without her permission, and we recommended to the customer that she cancel the card, as well as report it to the police and the ************************ at *****************.
  
  We also note that this is the second instance of this customer requesting chargebacks.  Last September, this customer reported to us unauthorized charges, and we accepted the chargeback requests and refunded this customer. 

• Initial Complaint

  Date:04/07/2025

  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.

  We purchased tickets to ****** on Ice in ********* but unfortunately were not able to go due to being under a state of emergency. Due to severe flooding we were incapable of travel. We attempted to reach out to the company prior to the event to see if there was any chance we could reschedule because this was something we were excited about taking our family to. We were told that because the event was still to be taken place as scheduled they were not going to refund or reschedule our tickets for us. I attempted to reach out to the business in order to talk to them. The man who answered the phone said, If you wanted a refund you shouldve purchased the insurance on the tickets. I explained that the severe flooding was not something I foresaw, it was out of my control and that we were under a state of emergency. He then responded, It doesnt matter. Youre not getting your money back. I requested to speak to someone above him regarding his behavior and he said, I dont have a manager. Due to the conditions of ******** on Saturday, April 5th, 2025, I feel like some type of exception should be made. I dont foresee us getting all of our money back, if any, but the complete disregard for all of those effected by the flooding is beyond comprehension. Is there something that can be done please?

  Business Response

  Date: 04/09/2025

  We are sorry that the customer was not able to attend the ****** On Ice show in *********, ******** on April 5, 2025. However, when she spoke with our **************** Representative, she ended the call before our representative could offer the available options, including tickets to another ****** On Ice show two weeks later, as was offered and provided to other customers with similar concerns and requests. To accommodate this customer, we can offer this customer house seat tickets for an additional show; the customer can contact our customer service team at *************************************************************************.

• Initial Complaint

  Date:11/22/2024

  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.

  My family and myself went to the meet and greet before our ****** on Ice show and we were extremely disappointed (11/16/2024). We were held at the gate until 10 and then had a 5 minute walk to the meet and greet. When we arrived we were greeted and told to color and wait until everyone else arrives. A short time later **** came out. I have to say that she looked like **** just as much as I do, and I dont look like her at all. She talked, I think, but no one could hear or understand her. Our daughter was heart broken that this is what **** was really like? Everyone at least was able to hear and interact with ******* but it seemed like **** didnt want to be there. For the price of this 30 minute experience, I would like to discuss a refund. We spent $85 per person and had 4 people. I reached out to the company and was offered 4 house tickets to another show but I will be out of town the only weekend it is offered in my city (April 12). If I were to change my travel plans, I highly doubt their tickets will be worth the $85 I paid for the meet and greet.

  Business Response

  Date: 12/13/2024

  We are sorry that the customer was disappointed with their experience at the November 16, 2024, ****** On Ice show.  To accommodate this customer, our customer service team has offered this customer four house seats tickets for an additional show.  We can extend this offer to further accommodate the customer; the customer can contact our customer service team at *************************************************************************.

• Initial Complaint

  Date:10/21/2024

  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.

  Hello, i am reaching out because in the month of September I noticed some unauthorized charges on my bank card. I reached out to my bank but they cannot do much because the charges were processed already. I have reached multiple times to the company but they dont not get back to me at all. I have disputed the charges twice already and it has not been resolved.

  Business Response

  Date: 11/13/2024

  We are sorry that the customer incurred a credit card error and understand the frustration. When the customer reached out to our **************** team, our **************** Representative worked with the customer and our Treasury Team to resolve the problem and informed the customer on 10/22/24 that the charges were reported as refunded as of that day.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22446822
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/21/2024

  Type:Order 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.

  Paid this business to display a VIP message on the Jumbotron at the Supercross race in ************** on May 11, 2024.

  Customer Answer

  Date: 06/05/2024

   
  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

  Date:04/08/2024

  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.

  My husband and I purchased 5 tickets to the Supercross race in ************ on March 16, 2024. This was an expensive trip as we had a place to stay for 2 nights, purchased tickets for the event. On the day of the event, we arrived to the venue at 1 pm and on attempt to purchase FanFest tickets, were told that they were sold out due to limited space at the venue. Online, it stated that Fanfest tickets could be purchased the day of the event. No actual number stated to be sold, no concern that they may sell out due to space restrictions. I spoke with a customer service **** ***** shortly after the Indianapolis Supercross race due to the poor experience we had. Firstly, I sent a message the day of the race to your company, and still have not had a response. After calling 3+ times, I was finally connected to Mark. **** asked "Why didn't you just purchase the tickets before?" As it it was any of his business. What if the answer was that financially, that was not an option at the time? When I tried to provide suggestions for improvement including, maybe you should state a DEFINITE number to be purchased the day of at the event, or that maybe you should make that location a one time entry so that more people have the opportunity to enter, I was met with ****'s sarcastic remarks. "You mean like "Get them while they last. Or buy your tickets now." I know that I was also not the only one that this happened to at the event, as an event worker stated "I'm sorry, a lot of people are not happy about it." The advertising on the website for the event is misleading and does not provide the consumer with an accurate representation of the number of tickets to be sold, the event space, etc. False advertisement if I've ever been a part of it. And horrible customer response/service. I would love modification of the advertising as well as reimbursement for any part of our trip/Fanfest that we could not attend.

  Business Response

  Date: 04/29/2024

  We are sorry that the customer was disappointed with their experience at the March 16, 2024, Supercross event in ************,***  FanFest is a separate ticketed experience that occurs before the Supercross race event. Access to FanFest requires both a Supercross Event Ticket and a FanFest pass. Like all ticketed activities, FanFest is subject to capacity restrictions.  We appreciate the feedback from the customer and can offer a few items for the feedback; the customer can contact our customer service team at ****************************/customer-service.

  Customer Answer

  Date: 04/29/2024

   
  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

  Date:02/09/2024

  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 bought tickets to ****** on ice and I bought front row tickets on the ice to prevent having an obstructed view for my family. When we got there we were seated right behind a huge spotlight. It was not disclosed that wed have an obstructed view, I would have never bought the tickets. Ticketmaster has denied my refund request.

  Business Response

  Date: 03/11/2024

  We are sorry that the customer was disappointed with their experience at the February 4, 2024, ****** On Ice show in ********, MA.  To accommodate this customer, our customer service team has offered this customer four *********** tickets for an additional Feld Entertainment production at our Family & Friends discounted rate.

  Customer Answer

  Date: 03/11/2024

   
  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

  Date:02/06/2024

  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.

  ******************* is in an evaluation and flooding emergency because of the massive atmospheric River rolling in today. Parts are already flooding and people are being evacuated from homes. **** of ** are being asked to either evacuate or avoid driving into parts of *******************. Upon contacting ticketmaster AND Feld Entertainment and were told to "grab a poncho". This is not an appropriate response. I would like some sort of resolve to this as we are out the ticket money and cannot safely or in good conscience drive into an area that holds a risk of us not being able to take the route needed to safely get home. We paid for admission as well as the pit passes via ticketmaster.

  Business Response

  Date: 02/07/2024

  Ticket sales are made through Ticketmaster. The customer would need to reach out to Ticketmaster for a refund. We do not have visibility or access to their transactions, so we are unable to issue a refund or void on a Ticketmaster transaction. 

• Initial Complaint

  Date:12/27/2023

  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.

  December 25, 2023 ********************************* *****************************************************. ***** ************** ********************* Mr. *********************** Chairman & Chief ************************************************************************ ************** Dear ************,For the December 24, 2023 performance of ****** On Ice at *********************** (in ************, **), I purchased 3 floor seats and 3 Meet & Greet tickets.My family loves ******. This was the most disappointing ****** experience we have ever had. The meet & greet was very disorganized and nobody knew where it was being held. By the time it began, it felt too rushed and we even ran late for the beginning of the actual ****** On Ice performance.If you are going to charge so much for the meet & greet tickets, the following issues need to be fixed:? Tickets state General Admission (yet the Event Staff & Merchandise Staff did not know where to direct anyone for the meet & greet.? They laid out coloring for the children but you didnt have time to color anything.? The photos and games with the characters were too rushed.? The meet & greet was on one side of the stadium and afterwards, you had to make your way all the way over to the other side of the stadium for the ****** On Ice performance. This made us ***** minutes late. (There was no time to stop and purchase concessions and souvenirs).As this was a Christmas present for my 5-year old daughter. I expected more of a true ****** experience. My daughter loves ******. Shes been there for her 4 th and again 5 th birthdays. She knows what a real ****** Character meet & greet experience is. THIS.WAS. NOT. IT.I would like to receive a callback in response to my letter. Thank you very much for your time and understanding.*********,********************************* **************

  Business Response

  Date: 01/16/2024

  We are sorry that the customer was disappointed with their experience at the December 24, 2023, ****** On Ice show in ************, **.  Our customer service team has accommodated this customer by issuing four (4) *********** tickets for an additional ****** On Ice show.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21059173
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************