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:02/17/2025

  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.

  On 2/17/2025, I ordered 4 tickets thru StubHub for ***** ****** and the tickets showed seats 1,2,3,4 in row A. After paying for the tickets, I received general admission tickets. I called to ask for a refund and StubHub would not refund me. I explained that I would have never bought general admission tickets because we wanted guaranteed seats like the website was *************** I just want a refund and they are telling me to resell the tickets but I was charged a service charge and this is extremely unfair and frustrating dealing with the support people at StubHub. This is misleading as I ordered seats and want to get a refund. Any help would be appreciated.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to *** ***** ********** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  In researching the complaint filed by *** *********** I can see that the order has been escalated to the relevant department and he will be contacted as soon as possible.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  Sincerely, 
  *****
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  An email from StubHub promised to resolve the issue and was told over the phone a response would be given within 72 hours and that time has passed and have yet to hear back or be refunded. 

  Once again, I provided proof of the bait and switch(buying tickets with seat numbers and being given general admission tickets) and I would like a full refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond to *** ***** ********** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.

  Upon reviewing *** *********** complaint, I can confirm that the matter has been escalated to the appropriate department, and he will be contacted shortly to address his concerns.

  Thank you again for the opportunity to provide this clarification. Please dont hesitate to reach out if you need any further information or assistance.

  Sincerely,

  ******** **
  StubHub Executive Customer Care

   

   

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Order 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.

  States I sold ticket. I did not. Also had an additional account didnt know about it. Was on chat just now w stub hub and it disconnected. ********* Order number. This is still my ticket. I am not selling. I changed my password.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to *** ******** ********** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We are sorry for the situation reported by *** ******** **********.
  
  We can confirm that the case has been escalated to the appropriate department, and we will arrange to get back to *** ******** ********** as soon as we have an update.
  
  We thank *** ******** ********** for her patience while we investigated the issue.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub Executive Customer Care 
  
  

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Will wait for the department to fix this  I did not sell my ticket to anyone. I want my ticket. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/23/2025

  Thank you for the opportunity to respond to ************************ complaint, BBB case #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
    
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. A copy of our User Agreement is enclosed. You may also find a copy on our website at ******************************* 
  When sellers list tickets on our site, seller responsibilities regarding reporting an issue and offering replacement tickets are addressed in our User Agreement in which it states: 
  
  We know things don't always go as planned - and there's a chance that your tickets will sell and you won't be able to deliver them as promised. If you can't send the tickets when required based on your In-Hand Date, if you need to offer replacements, or if you can't deliver the tickets at all, you need to 'report an issue' right away by following the 'Report an Issue' link in the email or by clicking the 'Report an Issue' link on the 'Open sales' tab in My Account. 
  Here are a few things to keep in mind: 
  
  It is always your responsibility to report an issue immediately, no matter how much time has passed since you received your sale notification email. 
  If your tickets sell within ************************************************************************************ LMS you won't be able to report an issue online - but you still need to let us know immediately. So call us. 
  If your tickets have sold but you cannot fulfill the order (also referred to as 'dropping a sale' or a 'dropped sale'), StubHub may charge your payment method an amount equal to 100% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In some cases involving dropped sales that result in unusually large losses to StubHub (for example, dropped sales involving large numbers of tickets or tickets with significant price appreciation), however, StubHub reserves the right in its sole discretion to charge your payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee (including costs in excess of 100% of the ticket price). 
  
  A dropped sale means one of these things happens: 
  You cannot deliver the ticket and related passes in time, 
  You do not have a replacement ticket (tickets that StubHub determines in its sole discretion are comparable or better than the ones originally listed) that the buyer accepts, or 
  The buyer or StubHub rejects your requested change and cancels the order. Remember, just because you Report an Issue to request a change to a sale it does not have to be accepted. StubHub may, in its sole discretion, cancel the order without further notice or payment to you. 
  StubHub monitors the frequency and rate at which you drop sales as compared to your total sales (your 'dropped order rate') and we reserve the right, upon notice to you, to suspend your account if we determine that your dropped order rate has exceeded an acceptable level. Similarly, if you abuse the StubHub marketplace as determined by StubHub in its sole discretion including, without limitation, (i) dropping orders at one price and relisting the same tickets for higher prices; (ii) engaging in speculative listings or (iii) other similar abuses of your obligations as a seller, you may be subject to an investigation and any applicable consequences. 
  The sooner you let us know that there might be an issue with a ticket that you sold, the sooner we can try to find replacement tickets for the buyer. If you offer replacement tickets, we may decide, in our sole discretion, what is a comparable or better seat location. 
  
  In reference to this complaint, *** ********** contacted us on February 17th informing us that she did not intend to sell the tickets she purchased. Our internal team was able to do a thorough investigation and determined that the transaction was valid, and that there were no signs of an account takeover. The tickets were purchased January 24th and then re-listed on February 7th. As we understand, *** ********** would like this transaction to be canceled,and she would like to keep the tickets. We would like to inform *** ********** that all sales on StubHub are final, and if her sale is canceled and subbed, she will be charged on the order as this would be considered a dropped sale per our seller policies.
  
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.    
  
  
  Sincerely,    
  
  **** *.
  StubHub Executive Customer Care 

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I did everything possible as SOON as I received that email the same day.  I have documented calls and emails. The person is not getting the ticket. I did not sell it. I have hotel and friends coming from other states so why would I sell my ticket? I have sold a Beyonc ticket before and went to the Dallas concert. 
  

  please give them their money back 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/17/2025

  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.

  I sold my tickets to the October 18, 2024 ****** ***** Show on StubHub, after their fees, I was to receive $7,020.00 for the sale. I received multiple email confirmations and confirmations over the phone that the tickets had been transferred to the buyer. The week of the show, I confirmed 48 hours before the show that the tickets were transferred correctly. 24 hours before the show, I was told I would be charged for replacement tickets and I would not be receiving my $7,020.00 for the sale. I have been on hold with this company for dozens of hours, each time they tell me I will be paid. I received a message in January 2025 after several momths of being told to be patient for payment, they told me I would not be getting paid the $7,020.00.

  Business Response

  Date: 02/23/2025

  Thank you for the opportunity to respond to *** ****** ********* BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  

  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************

  We would like to take this time to apologize to *** ****** ********* for any inconvenience this may have caused him. We understand how important payments are and want to ensure that we process the payment in line with StubHub policies.

  With that being said, we have reached out to *** ********* and advised that we require Proof of Transfer (POT) to begin the payment process. However, he has only provided a screenshot of an email from the buyer, which is not considered valid POT.

  Can you please advise *** ********* that we need POT from the Ticketmaster account that clearly shows the buyer's credentials?

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

   

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  I sold tickets on StubHub and have not been paid for them. I transferred the tickets via ************ to the buyer via the email address StubHub provided to me and they were accepted by the buyer. Days before the show, they told me to transfer them to another email of the buyer. The buyer had already accepted the tickets, so they no longer belonged to me to transfer to anyone. I provided proof to StubHub after they told me I didnt fulfill the order and it has been 2 months with no resolution. I have tried emailing, calling, reaching out to support on X and have gotten nowhere. I simply want to be paid for my sale. I am owed $3304.50. There is no reason why the event date was December 6th and its February and I have had no help in this matter. Their customer service is non-existent and it seems this is common practice for them.

  Business Response

  Date: 03/05/2025

  Thank you for the opportunity to respond to *** ****** ********** complaints, BBB case # ********.  I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.  
  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement can be found on our website at ********************************
  
  We can confirm that we are working to resolve *** ****** ************ issue.
  
  We apologize that this is taking longer than expected.
  
  We have a dedicated team that is dedicated to addressing these issues, and we will get back to *** ****** ********** as soon as possible.
  
  We thank *** ****** ********** for her patience.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  ******* *.
  StubHub ***********************

• Initial Complaint

  Date:02/17/2025

  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.

  I sold my tickets on StubHub on December and still did not get pay, I set everything right, checked and called them thousand times, nothing is useful, no timeframe, no email, beside telling me to wait, I dont know what to do.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to *** *** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.

  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.

  
  Following my review of the complaint submitted by *** *** I can see that the payment referenced in this complaint was processed on 02/17/2025. In accordance with our sellers policies, *** ** will receive this payment within 14 business days of the date which the payment was processed.

  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

  
  Sincerely,

  
  ****** *.
  StubHub Executive Customer Care

• Initial Complaint

  Date:02/17/2025

  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 purchased tickets for the ****** ********** concert in *******, ******** occurring on February 20, 2025 on December 26, 2024. My order was confirmed with no issues and one week before the concert, I received an email that my original tickets were not available and my tickets were automatically replaced and upgraded without my permission or agreement. However, looking at the replacement tickets, they are not an upgrade. I originally had seats in row 3 of the lower bowl and the replacement tickets were in row 12 of the back floor section (where it is expected to stand the whole concert). As someone who is very short and is currently in a walking boot and is going to the concert with an elderly mother with back issues who cannot stand for longer than an hour, these tickets are not an upgrade. Further, their website and policy states that if the original tickets are not available, StubHub is to offer a link for the buyer to choose alternative tickets or provide a full refund. I was not given either of these options and my tickets were automatically replaced. Nowhere in the policy does it state that if the tickets are upgraded than the original tickets purchased a refund is not warranted. I contacted StubHub multiple times on the phone and every agent told me that this was a unwanted replacement ticket and would be refunded with no issue once I transferred it back to StubHub. I did this and got email confirmation that my refund was being processed and I could buy tickets from another site. I followed up on the status of my refund and was then told that because my tickets were an upgrade I could not be refunded. As mentioned, I was never asked about replacement tickets, and their website states that I am entitled to a refund if I do not want replacement tickets. I am now stuck, based on their own agents advice, with two pairs of tickets and I am out $900. These tickets are not an upgrade for me and this issue has caused me significant stress dealing with this.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ********************** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.

  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concerts, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *******************************************
  
  After reviewing the order associated with this complaint, I can confirm that a full refund has been initiated in accordance with the FanProtect Guarantee and the policies *** *********** agreed to at the time of purchase. A confirmation email will be sent regarding this refund transaction,and *** *********** can expect to receive the refund within 8-10 business days from the processing date. We apologize for her experience and for the delay in resolving this matter.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely,
  ***** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have zero clarification and am extremely confused about the response I have received regarding when to expect my refund. In a phone call on Monday, I was told that the funds would be released within 72 hours to my bank and after that, would receive the funds in my account 8-10 business days after that. I was supposed to receive a call today to update me and confirm the funds were released to my bank. I never received a call. This is the second time I was promised a call back and didn't receive one. I called at 4pm today and spoke to an agent who at first, did not understand my situation and gave me conflicting information. After I had to tell her to read further into the notes on my file, she then told me that the refund was initiated on February 18th and the funds were released at that time, and they would be in my account 8-10 days after February 18th. I am extremely frustrated with the confusing information and need clarification of when I will receive the funds. The complaint will not be resolved until I receive the funds in my account.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/23/2025

  Thank you for the opportunity to respond to ********************** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed.
  
  Following my review of the complaint submitted by *** ***** ***********, the refund was successfully processed for the order referenced in her complaint on date,
  18-Feb-2025. The refund will be issued to the default payment method on file and may take 8-10 business days to process, depending on *** ***** *********** financial institution.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely, 
  ***** *.
  StubHub ***********************

  Customer Answer

  Date: 02/28/2025

  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.

  The refund was processed and posted to my credit card today, February 28th.
  
  Sincerely,
  
  ***** ***********
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Billing 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 am disputing inaccurate charges from my former residence at ************* at ************, managed by *******************. They charged me for normal wear and tear for carpet. Despite multiple attempts to resolve this issue since 2021, they have failed to provide proper documentation or remove the wrongful charges, which have been sent to collections and are damaging my credit.I request that Heritage Properties remove these inaccurate charges and any related negative credit reporting. Their lack of response and failure to address this matter fairly necessitate BBB intervention.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ****** ***** complaint,BBB case # ********. I sincerely apologize for his/her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from third party sellers.

  
  In reviewing this complaint, ****** ***** advised they are disputing charges from former residences *** ********* at ************, managed by *******************. StubHub is not affiliated with *** ********* at ************ or Heritage Properties. With the contact information provided in ****** ***** complaint, we were unable to locate a StubHub account registered to ****** *****.
  
  I hope this information assists you in investigating this issue. For further resolution ****** ***** will need to contact the company which they placed this order through. Please contact me if I can be of further assistance.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,

  
  Sincerely,
  ***** *.
  StubHub Executive Customer Care

  Customer Answer

  Date: 02/18/2025

  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. Somehow my complaint got tied up to Stubhub and they are not the company I am complaining about.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/17/2025

  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.

  On 2/16/25, I purchased tickets and the **** option finalized my sale without showing me the total of the order. The ticket sale was final and I could not get a refund.The total cost included about a 30 % service fee that was not listed or displayed prior to clicking ****.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ***** ***** s BBB case # ********. I sincerely apologize for the experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  

  
  The following is stated in the policies which ***** ***** agreed to when accessing the StubHub platform: We may charge fees for selling and/or buying Tickets through our Site and/or otherwise using our Services, as well as delivery or fulfillment fees (collectively referred to as "Service Fees"). Service Fees may vary depending on event type, Ticket type and location. We may in our sole and absolute discretion change our Service Fees at any time, including after you list your Tickets. Any applicable Service Fees including any taxes if applicable will be disclosed to you prior to listing or buying a Ticket. We may charge and/or retain Service Fees if you do not fulfill your contractual obligations under this User Agreement. 
  
  It is stated in the policies which ***** ***** agreed to at the time of purchase that all sales on StubHub are final. ***** ***** is not eligible to receive a refund for the order referenced in this complaint, as we are obligated to pay the seller for the transaction. ***** agreed to the total cost of their order, including the cost of fees, prior to completing their purchase. As such, they are not entitled to receive a refund for any portion of their order, including for the cost of fees which they agreed to pay. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

• Initial Complaint

  Date:02/16/2025

  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 purchased two tickets on StubHub for the ** *** concert at **************** on February 15, 2025, at 8:00 PM. The total cost of the tickets was $880.12 CAD. The original tickets were for Section 321, Row 14, Seats 22-23.Upon arriving at Gate 1 around 7:40 PM, I attempted to scan the tickets, but they were declared invalid. Arena staff confirmed, using a different scanner, that the tickets had already been used for entry around 7:00 PM. I immediately contacted StubHub, relying on their FanProtect Guarantee. They offered either a refund or replacement tickets, and since I had already traveled to the venuedespite a snowstorm in ******** opted for replacement tickets.However, the replacement ticket link provided by StubHub had only one seating option available. Given the urgency, as the concert was about to start in 10 minutes, I accepted the only available replacement: Section 103, Row 9, Seats 8-9. Additionally, the seller did not release the replacement tickets on time, and I only received them at 8:10 PM, meaning I entered the venue ***** minutes late.When I reached my new seats, I was shocked to find they were directly behind the mix stage, with a camera operator obstructing my view of the performer for the entire concert. This was a significant downgrade from my original seats, which provided an unobstructed view. StubHubs FanProtect terms state that replacement tickets should be of similar value and quality, which was not the case. Furthermore, Section 321 attendees received a free complimentary concert light stick, which was not provided in Section 103, further diminishing my experience.I contacted StubHub again on February 16 via live chat and phone, but their agents insisted that the replacement was the final resolution and refused any further reimbursement.Requested Resolution:I am requesting a $200 CAD reimbursement, as the replacement seats were not of equal value or quality compared to my original purchase.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ***** ***** BBB case # ********. I sincerely apologize for the experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  

  
  The following is stated in the policies which ***** **** agreed to at the time of their purchase: If you receive tickets that are not comparable or better than the ones you ordered, notify us immediately. Upon verification by us and depending on when you notify us, we may do any of the following in its sole discretion: provide you with comparable or better replacement tickets; issue you a full refund of the purchase price you paid on our Site (including any fees and shipping/handling charges); issue you a partial or full credit for use on a future purchase. We may require that you return the tickets you received. It is stated in these policies that "Comparable or better" tickets are determined by us in our sole discretion based on cost, quality, availability and other factors.  
  
  In reviewing this complaint, I can see that ***** **** was sent comparable replacement options in accordance with the policies which were agreed to at the time of purchase on 15-Feb-2025. ***** **** selected replacement tickets from the options which were provided within this link. A new order was created when Yifei Zhou selected replacement tickets, and that order is valid. It is stated in the policies which ***** **** agreed to at the time of purchase that all sales on StubHub are final. ***** **** is not entitled to receive a refund for their purchase as elected to receive replacement tickets instead of being refunded for order. 
  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  While I find the service provider's explanation legitimate and in accordance with their terms, based on my experience with their platform, I would not recommend their service to any of my friends. Additionally, I believe further argument would be a waste of time. This matter can be closed.

  Sincerely,
  ***** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/16/2025

  Type:Delivery 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.

  Feb 6, 2025 Sold tickets Expect payment of $648 Stub Hub refusing to pay it.

  Business Response

  Date: 02/18/2025

  Thank you for the opportunity to respond to ******************* BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concerts, theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they purchase from a third party. 

  
  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyer's notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at *******************************************  

  
  Following my review of the complaint submitted by *** ****** *******, I can see that ******************* payment failed to process to them. She was notified of this on 07-Feb-2025. I have resent the email providing instructions for resetting her payment. *** ****** Clinton will need to follow the directions provided in order for her payment to be reset. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.   
  Sincerely, 
  ******* *. 
  StubHub Executive Customer Care 

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have reported to StubHub on many occasions that their system is deleting my payment account each time I enter it. StubHub Agents have themselves agreed that this is happening during several phone calls. There is even an email chain where they ask me to send them my payment information via email, because they know there is an issue. 

  I once again entered my payment system today Feb 18th at 8:01AM. 

  Attached are some screen shots of this, as well as a history of emails I have received from StubHub on the 5 previous times I entered by payment information and it was deleted by StubHub.

  This issue is not resolved and StubHub is either deliberately deleting my payment information, or refusing to process payment.

  This issue is not resolved, and will not be resolved until payment is made.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/19/2025

  Thank you for the opportunity to respond to *** ****** *******`s complaint, BBB case #********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, theatre and other live entertainment events.We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************************
  
  Upon reviewing the order related to this complaint, we confirm that *** ****** ******* has already contacted our support team directly through our website regarding this matter. His case was promptly escalated to the relevant team for a thorough review of the sales and account details. Our team will reach out to him as soon as an update is available.
  
  Please note that if *** ******* requires any further assistance or has additional concerns, we advise him to contact StubHub directly through our *********** via his StubHub account. The ********************** is not the official contact for StubHub support.
  
  Thank you for the opportunity to provide clarification regarding this matter. If I can be of any further assistance, please let me know.
  Sincerely,
  ******** *
  StubHub Executive Customer Care