ComplaintsforCleveland Browns Football Company, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I wish to file a complaint against the management of the Cleveland Browns Stadium (CBS) for my loss on 6.15.24. I am seeking a partial refund/compensation of my $1,012.05 ticket. I attended *** ******* ****** ******* 6.15.24, at the Cleveland Browns Stadium and had a negative experience with obtaining a wristband required for my VIP floor seat. I arrived at the stadium before 6pm. Gates opened at 6pm, but I was unable to enter the stadium for an hour due to extreme crowding at the entry point. Before entering the *** I checked all updates and emails about the concert beforehand and did not see anything regarding wristbands required for VIP seating. Before approaching the VIP floor attendant, I had my VIP ticket displayed on my phone. When I attempted to show the VIP floor attendant my ticket and before I could speak, the attendant said “You can’t come down here. You need a wristband.” I asked where I could get a wristband and the attendant said “124, 129”, with no further explanation. Due to lack of assistance/information from the VIP floor attendant, I had to ask other concertgoers and *** staff where I could pick up the required VIP seating wristband. Once I got to the area to pick up my wristband, the space was so unorganized/overcrowded that it was difficult to move. As a result of the chaotic wristband pick up area, multiple people started yelling/booing out of frustration. Waiting to get the required wristband took so long (about an hour) that several people, including myself, missed the opening band completely due to the unorganized way that the *** staff handled the wristband situation. The wristband ordeal was very stressful. After obtaining my wristband, I had to show my ticket to the VIP floor attendant to get to my seat, which I attempted to do when I first arrived at VIP floor seating on time. To compensate for missing the entire opening act due to the disorganization of the *** management regarding the wristbands required for VIP floor seating.

  

  Business response

  06/25/2024

  ******* ******* - Director, Guest Experience - Cleveland Brons Stadium

  Customer response

  07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am awaiting the resolution. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  04/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tried to relocate my seats multiple times over the years. I am trying to get 4 decent seats for my family. I pay $5300 a year I don't know why every year they don't have 4 seats located together. I been a ticket member for 7 years now. I have made several attempts every year to beg my representatives to get the seats together I don't know why they can't accommodate me. Also it seems like all there events there are glitches in the computer systems that we can never get tickets to the events we have to call and complain to get tickets. The amount of money the tickets keep going up every year they should invite all the members to the events we shouldn't have to change our schedules around to wind up not getting tickets to the special events anyways.

  

  Business response

  05/23/2024

  Hello - 

  Below are the details regarding our interactions with *** *****, This is broken down in the sequence of the relocation conversations and the special member events interactions. All of the notes below are from our sales/service team.

  We continue to look for ways to assist *** ***** with the relocation of his seats and the events for our members. If *** ***** does not feel comfortable proceeding with his membership, we would be able to offer a full refund for the purchase of his season membership. 

  Please feel free to reach out to myself at ************************** ** **** ** ** *************

  Thanks for your time.

   

  Best,

  **** *****

  Sr. Director, Membership Development

  Notes:

  Compilation of Relocation Convos:
  
  -On April 26th 2023, *** ***** called the inbound line during his timeslot to get help with relocation. He connected with ******* ***** at the time – the notes from that call are below:
                  “Called in was having trouble relocating wanted to move all his seats into a 4 seat location in the lower bowl, gave him location he could potentially do that with didn't seem interested in the recommendation, eventually decided to just relo his 3s into 348/2/1-18, submitted BO Task”
  Owner: ******* *****
  
  -On April 24th 2024, *** ***** received a call from IS Rep **** ****** to help assist with his relocation – notes from the call are below:
  “Looking to get 4 seats together in the same price range without moving up too far back in the section. Do not have much available for his request - went through a couple 2 seat locations in 147b to move his seats in 348 - too high up for him. Same situation for moving all 4 of his seats together. Not much luck for what he is wanting. Going to browse around and get back to me with any questions”
  Owner: ***** ******
  
  -On May 2nd 2024, *** ***** called me directly and was upset because we did not try to help him relocate his seats, call notes below:
  “*** ***** called me back // he was upset because he thinks we didn't try to help him relocate his seats into 146 // told him that he connected with **** ****** on 04/24 and he tried to find him two seats in 147 that were the closest to his in 146 // he told me that he does not remember that conversation at all and said that he is just done talking about it and said to talk to my wife about it if I want and just hung up”
  Owner: ***** *****
  
  
  
  Compilation of Event Provisions:
  
  -On June 21st 2022 – *** ***** connect with **** **** and expressed his frustration with not being able to secure Father’s day or Training camp tickets.
  -On July 26th 2022 – We were able to provide (4) Training Camp Sideline Club tickets for him (all inclusive food/beverage area for members at the event)
  -On April 21st 2023 – I added *** ***** to the Mother’s Day event wait list – we were able to fulfill his request for (5) tickets to the event.
  -On June 1st 2023 – We were able to provide (4) tickets to the Father’s Day event after selling out of the event.
  -On July 31st 2023 – *** ***** called me directly and let me know that he wants to bring his family out to the Sideline Club again because he is seeing people on Facebook post their VIP experiences – On August 22nd We were able to provide (4) tickets to the Sideline Club for training camp.
  
  -On October 26th 2023 – *** ***** called the Inbound line and spoke with an IS rep **** ****** about not being able to secure Locker Room Sale ticket; Call notes below:
  “guy couldn't get tickets to LRS, was complaining and said he'd hedge a complaint against the Browns to the BBB for how we run things because he's always missed the onsale for events”
  Owner: Josh Suppes
  
  -On Same Date ^ – *** ***** texted me after talking to **** ******; I called *** ***** to try and explain how limited our events can be; Call notes below:
  “*** ***** texted me about the LRS email going out and already being sold out in an hour / I gave him a call because he just called the Inbound line and spoke with Josh Suppes about not being able to get tickets for events when we send out emails / I let him know that our events are limited capacity because it would not be feasible to host every member for every event that we have year round / he said that this keeps happening -- him not being able to secure tickets for other events (mothers day / fathers day events) and that it should not constantly happen for every event / let him know that I placed him on the waiting list for the LRS and hopefully we can fulfill his request similar to the Mothers and Fathers day events / he said that he is going to have his wife report the Browns to the BBB and hung up on me”
  
  -On November 8th 2023 – We were able to provide (2) Locker Room Sale tickets for *** *****
  
  -On May 9th 2024 – We were able to provide (4) Father’s Day tickets because he was added to the Mother’s Day event waitlist and was not able to fulfill those tickets.

   

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