Complaints

This profile includes complaints for Madison Square Garden Entertainment Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Madison Square Garden Entertainment Corp.

  2 Penn Plaza New York, NY 10121-0038

• 

  Madison Square Garden Entertainment Corp.

  4 Penn Plaza New York, NY 10001

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:09/16/2024

  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.

  I went to ***************'s box office on site on Sept. 14 and tried to buy a ticket. The payment machine didn't function and it cannot read a ***** credit card via ****** pay. So I had to use another credit ***** But if I used ***** ***** I could get a reward point worths 40 dollars. So, I want to change the payment method to the ***** *****

  Business Response

  Date: 09/27/2024

  ********* *** **** ******* ******** ********* ******* *** ****** ******** ****** ******************************* ******************
  
  Re:  Complaint ID ********
  
  We have investigated the complaint filed with the Better Business Bureau by consumer, Junjie ****, regarding his ticket purchased to ********************* for The Dream Theater show scheduled for March 22, 2025.
  
  Following our receipt of the letter from your office, we contacted *** **** to further discuss his concerns via phone on September 16, 2024, and have resolved his issue regarding his payment method.
  
  If we may be of further assistance,you may contact us at ************, weekdays during normal business hours.
  
  Thank you for the opportunity to respond to *** ***** claim.
  
  Sincerely,

  ***** ******

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

  Madison Square Garden Entertainment

  Customer Answer

  Date: 10/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  While attending a ****** game last night, my girlfriend and I got up to use the facilities with the intention to come back to our seats and finish the game. When we got to the security, my girlfriend realized she left something at the seat, so she went up to retrieve it. The security officers then started to berate me for waiting for her. Going as far as to mock me when I told them my girlfriend forgot her phone at the seat- repeating it back to me my girlfriend left her phone at the seat. It was so unnecessary and inhospitable- we decided to leave before the end of the game. So disappointing as a fan and New Yorker to be treated that way after spending what we spent to attend the game.

  Business Response

  Date: 04/03/2024

  ***** ******* *********************** ********* ******* *** ****** ******** ****** ******* ************ ******** ******************************************************************************* *** **** ** *********
  
  Dear ******************:
  
  We have investigated the complaint filed with the Better Business Bureau by consumer, *****************************, regarding his visit to Madison Square Garden for a New York ****** basketball game on March 8, 2024.
  
  Following our receipt of the letter from your office, we contacted ****************** to further discuss his concerns via phone on March 12, 2024, and subsequently via email on both March 15, 2024 and March 20, 2024. We have since still been unable to reach ******************.
  
  As a gesture of good will, we are more than happy to offer ****************** the opportunity to purchase prime location seating to an upcoming event, including another ******** ****** game, scheduled at Madison Square Garden through April 2025. 
  
  We hope that once we have been able to reach ****************** this will be satisfactory to address his concerns. If we may be of further assistance, you may contact us at ************,Monday through Friday between 9:00 a.m. and 8:00 p.m. ET, and Saturday and Sunday between 10:00 a.m. and 8:00 p.m. ET.
  
  Thank you for the opportunity to respond to ******************* claim.
  
  Sincerely,

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

• Initial Complaint

  Date:11/06/2023

  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.

  On October 4, I brought tickets to ********** Experience in *********. At the time I made the purchase, the website and Ticketmaster noted that the show was approximately 50 minutes so I bought the tickets showing a 4:30pm start time. Days after I purchased the tickets, **********'s website and X account clarified that the entire event is in actuality 2 hours long with the actual show taking place one hour after the ticket time. This means that my 4:30 ticket was actually one hour of nothing followed by a 5:30 show that ends approximately 6:30. This would mean that my original purchase was based on misleading information and that timing did not work. Hoping they would understand, I called ********** and sat on hold for about 6 hours in total over the course of a few days and sent a few emails with no response. I finally got a hold of someone who told me there was nothing they can do and Ticketmaster would have to help, Ticketmaster of course said there was nothing they could do and they would need ********** to help. The few times I was able to talk to someone I just keep being told that there's nothing they can do and that I can just show up to the show part and skip the first hour, this does not help with the timing. I am requesting a refund because I feel I was intentionally misled, it's unreasonable to say a ticket for a 5:30 show is for 4:30.

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Madison Square Garden Entertainment Corp. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 10/31/2024

  ******* *** **** ***** ******** ********* ******* ******************* **** ***** ******************
  
  Re:  Complaint #********
  
  We have investigated the complaint filed with the Better Business Bureau by consumer, ******* ******, regarding his ticket purchased to Sphere for The Sphere Experience featuring Postcard from Earth scheduled on November 10, 2023.
  
  As a matter of information, prior to receipt of your letter, our organization had been in correspondence with *** ****** via phone and email in 2023 regarding his refund request. He expressed his concerns regarding the run time of the event. During our phone conversations with ********** we showed *** ****** where such information is listed, both on Ticketmaster, where he purchased his *******, and the Spheres website. At the time, we offered to exchange ********** ******* to another date and time, as he communicated he was going to be in ********* for an elongated period of time.  *** ****** denied our offers. In addition, we investigated the ******* that *** ****** had purchased, and he forwarded them to another individual.
  
  In light of the foregoing, we did not believe that it was necessary or appropriate to refund his ticket purchase. 
  
  If we may be of further assistance,you may contact us at ************, weekdays during normal business hours.
  
  Thank you for the opportunity to respond to *** ******* claim.
  
  Sincerely,

  ***** ******

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

• Initial Complaint

  Date:08/14/2023

  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.

  I went to the ************************* concert on 8/12/23. I spent $31 for parking, $65 for 2 drinks and $19 for 2 hotdogs, on top of getting a babysitter, gas and tolls for the concert to be postponed an hour after start time. This is awful costumer service. We wasted out time, and money to come to a concert that did not happen. We should have been informed before the start time of the show. You allowed everyone to come in and spend money when you knew ahead of time there would be no concert that night. You scammed and coned hard working ppl out of there money. I would like a refund or a credit for what I spent.

  Business Response

  Date: 09/26/2024

  ********* *** **** ********* ****** ********* ******* *** ****** ******** ****** ******* *********************
  ****************************************************************************************************
  
  Re: Case ID ********
  
  Dear *** ***************** apologize for the delay in communication. We have investigated the complaint filed with the Better BusinessBureau by consumer, ******** ******, regarding his visit to Madison Square Garden for the ****** ****** performance on August 12, 2023.
  
  As a matter of information, the artist was unable to perform,announcing to guests Due to severe weather and being unable to land in the ** and surrounding areas, Im unable to make it to the show tonight. Im so bummed. We are rescheduling the show to Monday, August 14. Cant wait to perform for you all. Tickets for tonights show are valid for the show on Monday.
  
  Subsequently, any guest that purchased tickets directly through Ticketmaster or the Madison Square Garden ********** that was not able to attend the rescheduled show date, was able to obtain a refund on their tickets. Having said this, we are unable to fulfill *** ******* request for reimbursement for the miscellaneous costs outside of the ticket purchase as Madison Square Garden was not in control of the artist missing the show.    
  
  We trust that we have been able to address *** ******* concern.  Should your office have any questions please contact us at ************, any weekday during normal business hours.
  
  Thank you for the opportunity to respond to *** ******* claim.
  
  Sincerely, 

  ***** ******

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

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  12/27/2022 To Whom It May ********** wife and I each bought two tickets for out of state friends who were coming to *** the weekend of 12/16-12/20. We had given the tickets as a gift to out of state friends. The ******************* concert was schedule for 12/19. It was cancelled and rescheduled because of illness of *******************. They cannot come back in June. Ticketmaster would not refund us the tickets until the tickets were transferred was back in my account. Those people were traveling. Ticketmaster said I had until 12/25. Once We received them back into our account, I applied for refund and they would not accept it on December 25. Ticketmaster said MSG will not allow them to issue a refund . I completely understand ************ was ill. We are sympathetic but we should not incur a loss because of his illness. We want a refund. My guests cannot come back for the event on the new date. Why should We have to lose money to resell them? It is MSGs/ Ticketmaster responsibility. It would be our responsibility, if we could not go. We would like a refund. Please help us. MSG and Ticketmaster have just given us a run around. Thank you.Respectfully,******************* *************************** ************ My ticket cost was $1145 *****'s Ticket cost was $455.30

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 the night of December 16, 2022 I attended the *********************** show with my daughter. From the beginning of the performance to the end of the performance an employee refused to move from our view and led us to not be able to see the entire performance. This was an obstructed view. The employee was on her phone taking videos and photos and was asked by multiple people to please move because we all could not see. We all talked to multiple employees and nothing was done. The supporting document I have added is the employee blocking our view. In addition, no other sections had an employee standing at the glass. It felt very targeted that only our section had a blocked view. I am looking for a refund because of the inability to see any of the concert. We flew from ******* to see this show and it is unfair that only our view was blocked.

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Madison Square Garden Entertainment Corp. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:05/02/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 son purchased tickets for Montreal Canadians vs the ******** ******* game at Madison Square Garden in January when he was home from college. The ******* rescheduled because of COVID. On the date they rescheduled to (in April), I had COVID and could not attend by their rules. I contacted the ******* and have yet to hear back from them. While I did try to resell the tickets for a game and date that I could not by law attend, the ******* limited the price that I could repost them on TicketMaster. No one would buy those tickets even at the lowest price that the Ranger would allow. I believe the ******* should refund me for these tickets. They cancelled due to Covid, but when I could not attend due to COVID, they not only refused a refund but did not even give me the courtesy of a response to my concerns. I would also credit for a future game (of my choice) as an acceptable resolution.