Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased tickets in September 2024 from Ticketmaster to the Rod **** concert. The concert was originally scheduled for November. Days before that concert, I received an email from Ticketmaster that the event was postponed but my tickets were good for when they rescheduled. Fast forward, concert is rescheduled for February 12th. I received an email on 1/30/25 stating that the concert had now been canceled altogether (which I knew already because the artist went on a rant online the night before about not finishing the tour). I contacted ************ and spoke with a bot that stated if it had been longer than 7 days since email then they would connect me to a representative. The representative then informed me that it would be an additional ***** BUSINESS days atleast for refund, so another month essentially and only once the event organizer gave them the funds back?!! This is UNACCEPTABLE. Live nation, Ticketmaster, the artist, whoever has held my (& many others) funds for going on 5months now without ever seeing this show. It should not take a month to refund when money is taken from us INSTANTLY. My bank processes refunds immmediately so dont tell me it depends on when my bank releases the funds. This is not on my bank. It is on Ticketmaster/live nation.

  Business response

  02/07/2025

  Hello *******,
  

  Thank you for bringing your concerns to our attention. I have reviewed this complaint and the related order, 38-15470/CH6. I do apologize that the event was rescheduled and then canceled. I have refunded your order back to the credit card used for the purchase. You should see that reflected on the credit card in about 5-7 business days. 

  Please note that when events are canceled, we do need to wait for the system to refund every order to make sure the funds have been received by the event organizers. This can take between ***** days. 

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

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

  
  

  Customer response

  02/08/2025

   
  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.
  
  Sincerely,
  
  Ghianni Lane

• Initial Complaint

  01/31/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased two tickets to see ***** ******* and ***** perform at the iThink Financial Amphitheater in ***********************. The performance date was Thursday July 18th, 2024. The performance was scheduled for 8PM with doors opening at 630pm. Upon arriving and entering the venue we learned that ***** had canceled his appearance last minute and that refunds would be offered. We proceeded to guests services (inside the venue) and we were told we could leave and receive a refund by contacting Ticketmaster. We did so as instructed. My request for a refund was denied by ************ because the tickets had been scanned. We were already inside the venue because there was not adequate notice that one of the two acts had cancelled. I later saw an email went out to ticket buyers at 6:07PM, merely minutes before people were let in to the venue. Most people would have been in transit or waiting to get into the venue at this point. This was poorly handled by venue staff with little to no adequate instructions.

  Business response

  01/31/2025

  Hello,
  

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

  Apologies for any inconvenience you may have experienced. Ticketmaster is contracted to sell tickets on behalf of the event organizers who sets the rules for refunds. Unfortunately, the Event Organizer for this event is not authorizing us to issue refunds for scanned tickets. All sales are final as stated in our Terms of Use agreed to when purchasing the tickets. For these reasons we cannot refund your order.

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

  Sincerely
  

  **** *.
  

  Consumer Support Team

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  While attempting to purchase Lost Lands festival tickets and camping options, I was unable to successfully process any payments while logged in under my account ************************ Apparently, my account was blocked from making any purchases when a bank claw back happened for another order happened a few years ago. While this may have been gone over in the **** I was never informed that my account was banned. Due to not knowing this, I missed out on a number of festival options that I otherwise would have had access to if I was notified in advance.

  Business response

  01/24/2025

  We're sorry to hear you were having issues purchasing. Reviewing your information, we see there was an issue with fraud prevention with your bank. We have reviewed your request with our fraud team and removed any flags. You should be able to retry your purchase without future issues. If you continue having trouble purchasing, please contact your financial institution. Thank you for your patience.

  Customer response

  01/27/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,Dreamstate Tickets were purchased on 1/20/25 thru front gate tickets online. I also purchased it with insurance because you just never know. It was total of $435.80 with protection insurance thru ****** that i aunthorize. I rcvd confirmation all went thru that shows my 2 tickets + insurance. Then frontgate sent me another email and advise error and they were unable to add the insurance and is now charging me only $413.08 and to disregard the previous email (which i never authorize). I only authorized for tickets + insurance for a total of $435.10- seem like they had an error on their end & still decided to charge me even though i never selected no insurance....I was confused why. I called frontgate tickets on 1/23/25- to see how come there was an error adding insurance, I got confirm email that's it's added why was it removed. Front gate **** said he don't know why, but to call Alliance (travel insurance). I called Alliance- they said they don't have anything at all under my name and info, to contact Front Gate again. I called Front gate again, and advise I will never purchase tickets this expensive without proper protection insurance, please either add the insurance or refund me so I can repurchase the tickets again with insurance. Its not my fault. Front gate adv me they do not offer refunds and cannot add insurance additional. I said how is this my fault. I added the insurance and **** confirmation email that states now- why was it remove. Representative said he don't know, and had no answer to explain. And he said I need to contact ****** or the festival owner. I contacted ****** and advise I never authorize for the amount of $413.08 and demand a refund because Front Gate tickets refused refund me for their error. ****** deny my request saying they cannot refund me- contact Front Gate. I also contacted my bank, & ******* said it will take ***** days for review. I need money refunded so I can purchase thru another site. Front gate ***** ! Unfair !!!!

  Business response

  01/29/2025

  We're sorry to hear you were having issues with your Allianz ticket insurance. Unfortunately, as ******* is a third party we partner with for insurance offerings, we cannot speculate on why your purchase may have decline. We have instead reached out to ******* on your behalf and one of their agents should be reaching out to offer further assistance. Thank you for your patience. 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased tickets to an event that was supposed to happen on November 1st 2024. According to the policy of Live Nation if it has been more than 60 days and the event organizer has not yet set a new date we are entitled to a refund. I called the customer service and I got no help and was told to just keep waiting. I brought up the policy and she said to just keep waiting. It's absurd that months have to go by and still no refund option. Even though it's in the policy.

  Business response

  01/21/2025

  Hello, 

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

  We are sorry to hear that your event is postponed with a new date to be announced. 

  We are waiting on a new date to be announced and the event organizer has not authorized refunds. However, we were able to obtain authorization to refund your order. 

  You can expect to see a full refund of $603.00 back on your original method of payment within 3-7 business days. 

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

  Sincerely,

  ******** *. 

  Consumer Support 

  Customer response

  01/21/2025

   
  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  01/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Front Gate Tickets is a company that puts on music festivals around the country and I attended 2 last year. Both sold out quickly. They have a new one - Boardwalk Rock- and I purchased 3 VIP tickets in haste (meant to buy 2). I asked if since it was early on and made a mistake since I was trying to purchase quickly whether I could be relieved of the obligation to buy 3 and just buy 2 (and anyone who tries to buy concert tickets that tend to sell out need to move quickly...indeed, Front Gate only holds tickets in a queue for a short time and then back out for others to purchase). I was told it was no problem. First, I was told to repurchase 2 and they would refund the 3. Then a bit later before I had a chance to respond was told oh...no need to do anything, they would just refund one. THEN, I was told wait..no they can't do that I need to repurchase a 2 ticket layaway plan since I was on a 3 ticket layway plan. I then asked how to purchase (if I could) at the original price I paid of $700 each since they were on a higher tier of pricing of $745 per ticket. I was told no problem..."here's a link to purchase at tier 1 pricing". When I clicked on that link, it said those tickets were no longer available. So I wrote the same guy back that I had been corresponding with and told him that I couldn't seem to purchase. I have never heard back from him despite multiple attempts (see attached). I also tried through ******** messenger...nothing. Then today I tried customer service through their website. See attached response wherein they are telling me I need to default, will be charged a fee of $140 plus the extra money I would have to pay to repurchase tickets at all. This has been horrible customer service after being told the issue would be resolved.

  Business response

  01/07/2025

  We're sorry to hear you had issues with your order and for any confusion caused. Reviewing your screenshots it looks like you were dealing with Oceans Calling directly prior to contacting Front Gate Tickets. We have reached back out to Oceans Calling on your behalf and arranged an updated link for you to repurchase 2 tickets at your original pricing. Please be on the look out in your inbox for an email from one of our agents with this updated link. Once you have repurchased we are happy to refund your original order and waive all fees associated with it. Please do note this link has a limited window before it will become invalid so please process your purchase and notify us as soon as possible to avoid further issues. Thank you for understanding. 

  Customer response

  01/07/2025

   
  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.
  

  the business immediately reached out and the person who was originally helped me sent me a link and my understanding is that all will be resolved   
  

  Thank you so much    

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

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I removed my ****** account from ********************** Gate Tickets, however, they still managed to charge my account and will not give me back my refund of ******.

  Business response

  12/30/2024

  We show a chargeback was placed on this order on 12/20/24. If you require further assistance, please contact ****** or your financial institution.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached email - Playa **** Presents - in reference to the Event Dead Ahead. Email sent to all package holders with a referral code for a $750 discount if someone uses you code. (They get 750 off and you get 750 off). I contacted to clarify that all guests receiving codes can use them and not just the lead guest on the package and was told yes. Went to use the code yesterday - and it came up as invalid. Contacted Playa **** Presents through email and then through chat. No response to the two emails.. Chat person was asking for the order number, which they only give to the lead guest. I was able to get it. They took 10 minutes to come back and tell me that only leads have codes. I forwarded my email with the referral code and asked if they could just fix it so it could be used and I asked for a supervisor. No response. 10 minutes later they come back and tell me that my code is not a referral code. I send the email - which is attached and they jsut say = you can't use it. only lead guests can. FRAUD! False advertising. They were not plesant, helpful or understanding that I paid thousands of $$ and they just could care less. I again asked for a supervisor - no response. I went on to say I understand how the code works but was hung up on half way through. I have a copy of this conversation too. In the meantime, like I said, I lost a potential $750 discount, my friends decided not to purchase a package because this company is so inept and I never did get information to discuss with a supervisor. All I needed to be satisfied was a working code but instead I was treated poorly and dismissed. Live Nation needs to get a hold of this company and find someone who understands how to run it and what customer service is. I host social media pages for thousands of folks who are interested in these destination events, I have posted this information there as well.

  Business response

  01/02/2025

  Hello,
  We are in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  
  The event in this inquiry is ticketed by Tixr, not Ticketmaster. We are not affiliated with this event, and therefore cannot assist with any complaint or inquiries regarding such. 
  
  Thank you.
  
  ***** *.
  Consumer Support

• Initial Complaint

  12/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They supposedly refunded my money but took it right back before it could clear. The concert was for April and was canceled about a week ago, I waited patiently but nothing was going back to my account. Suddenly, i got an email yesterday saying the refund took place, and saw it was pending last night with my bank. I woke up and the money ghosted out of my account and since it never cleared the pending amouny it looks like it was never there. So they are going to keep my almost $1600...wow

  Business response

  12/12/2024

  We're sorry to hear you're having issues with your refund. Typically, refunds take 5-10 business days to settle onto your account depending on your financial institution. As we see your refund was processed on 12/11/2024, we recommend allowing a few more days for the funds to return to your account. You may also like to contact your financial institution if you require further assistance with a return of funds. Thank you for your patience.

  Customer response

  12/14/2024

   
  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

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ticketmaster is being deceitful to fans and will NOT LET ALL verified fans into the protected queue sale. Before the concerts ending in ******, her last leg in ***** and **** let everyone into the queue regardless if they submitted for tickets initially. Then in *******, *******, and Vancouver Ticketmaster changed their practice and only allowed verified fans into a protected queue. However, they let it anyone who brought tickets from the first initial drop, then allowed randomly verified waitlist fans into the queue. However, they still left thousands of verified waitlisted fans not getting a chance to get tickets because when they logged into Ticketmaster account it said it was fan protected queue. Fans reached out to Ticketmaster and they said with each drop in each city/night allowed more fans to join the queue. That is a lie. With each drop if you are a verified fan waitlisted and not able to join the initial drop queue you will be denied with each ticket drop that occurs regardless of which night you are trying to access.

  Business response

  12/13/2024

  We sell tickets on behalf of Event Organizers, which means we do not set the ticket prices or determine seating locations. Event Organizers typically set the face price of their tickets. Tickets are generally sold through several distribution points, including websites, apps, and box offices. Most distribution points generally access the same ticketing system and inventory; therefore, tickets for popular events may sell out quickly. Occasionally, additional tickets may be available prior to the event. However, we do not control this inventory or its availability. If you are not selected for the presale, then you will not have a chance to purchase during the presale or with that offer. Weve designed Waiting List so fans can be notified when new tickets are released for an event or the same event on different dates. Unfortunately, we cannot guarantee if or when tickets or new dates will be announced, or guarantee the availability of tickets if you receive an email after joining a Waiting List. Along with joining the events Waiting List, opting-in or subscribing to receive emails from Ticketmaster or the event partner will give you the best chance for securing tickets. For more information, please review our waitlist FAQ.
  
  Thank you.
  
  ***** *.
  Consumer Support

*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. ↩