Business Profile

Event Ticket Sales

Ticketmaster Corp

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Complaints

This profile includes complaints for Ticketmaster Corp's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

10,687 total complaints in the last 3 years.
3,401 complaints closed in the last 12 months.

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Submit a Complaint

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:06/26/2025
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.
Good Afternoon BBB, I bought fairly expensive tickets to a concert for ***** ******** through Ticketmaster for an April 13, 2025 show. Unfortunately, as we were traveling to the show (3 hours from home), we got notice that the show was cancelled. It took a couple of days to find out it when it would be rescheduled. Eventually we found out it would be a Monday September 22. My spouse and I are in healthcare and we did not know our schedules until now. Today, I called Ticketmaster for a refund of my tickets. They have notified me that they can't refund them because we only had one month to claim the refund. I did not receive notification of this stipulation and I think I have given ample notice to Ticketmaster for appropriate refund of these tickets (given I am asking for refund in June and new concert is on a Monday). I asked to speak with manager and they did not have a manager on duty and told me it would be up to 48 hours before they return my call. I find this completely unprofessional and unreasonable. All I want is to be refunded the $201.15 for my unusable tickets. I have also reached out to the artist to see if I can get them to help me with Ticketmaster as well.
Business Response
Date: 06/26/2025
Hello *********,
Thank you for bringing your concerns to our attention. I have reviewed this complaint and the related order, 60-10675/NY2. We understand that youre looking for a resolution in the form of a refund. Ticketmaster sells tickets on behalf of Event Organizers, who set refund rules. The Event Organizer for this event is not authorizing us to issue refunds.

Refunds were available for one month, refund request window opened on 4/12/2025 and closed 5/12/2025. Emails were sent everyone that had tickets for this event. The option to list your tickets for resale or transfer the tickets are available for this event.
Thank you for the opportunity to respond and address your concerns.
Sincerely
****** *.
Consumer Support Team
Customer Answer
Date: 07/02/2025

Complaint: 23523482

I am rejecting this response because:
the concert was scheduled for a Monday and I did NOT receive notification of that timeline for refund. The show was cancelled in April and rescheduled for September. I have an unconventional job and do not have my September schedule that far in advance. I believe that this ample amount of time to request a refund. I need a refund for 2 of the 4 tickets i purchased and would like an appropriate and fair resolution- which this not,

Sincerely,

********* ******
Business Response
Date: 07/08/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
The refund window expired on May 12, 2025 and the Event Organizer is no longer allowing refunds. Your tickets are still good for the new date. I see that the options to transfer or sell your tickets are available. If you'd rather do this, select either Transfer Tickets or Sell Tickets from your order and follow the on-screen steps.
Emails were sent to advise fans of the new rescheduled date as well as refund options. If the email was missed, the option to select 'Request a Refund' would be available on your Ticketmaster order via your Ticketmaster account.
Sincerely,
Consumer Support Team
Initial Complaint
Date:06/26/2025
Type:Customer Service 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.
Ticketmaster has extreme unethical practices and the customer service is extremely poor. I went to purchase a set of tickets on presale and upon checkout my package changed along with the seating arrangements. I immediately (within 10 minutes) called to inform them. I actually wanted the HIGHEST ticket option but they refused to upgrade my ticket or cancel the current tickets so that I may order the correct ones. I was informed to wait until it goes on sell to the general public, however, we all know that this will cause in increase grandly to the ticket purchases as they will be reseller prices. Ticketmaster thrives off of hidden fees and inflation. I am extremely disappointed in the technical process as well as the lack of customer service.
Business Response
Date: 06/26/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
After further review, I have confirmed you have purchased VIP tickets. Unfortunately, we are unable to process an exchange within the same order for VIP tickets. New tickets/packages must be purchased online with confirmation from an agent. If the new tickets are of equal or greater value, then we would process a refund on the original order. Apologies for any inconvenience this may have caused.
Thank you for the opportunity to respond and address your concerns.
Sincerely,
Consumer Support Team
Customer Answer
Date: 06/26/2025

Complaint: 23522564

I am rejecting this response because: it’s unfortunate that I had to take such extreme measures to get a response and some true assistance. I have been waiting for a call back/reply since 10:30AM. At 4:57PM I received an email that I can exchange the tickets, however, the Meet and Greet VIP tickets that I was expecting to purchase are no longer available. The platform should not be allowed to just change tickets/packages during the process of checking out especially when tickets and purchases are nonrefundable. No way that I started at Row G, to J, and landed with M. I did NOT select those seats and they were instead a suggested alternative with VIP tagged on. The titles are very misleading especially when you create a sense of urgency by only allowing a 5 minute hold on seats.

Sincerely,

Juliette Pridgen
Business Response
Date: 06/28/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
When purchasing tickets, you are provided with the seat details both when selecting tickets as well as when checking out. If the tickets selected were not to your liking, you can release the tickets and purchase your preferred seats.
We can still assist with an exchange if you wish. However, they still must meet the exchange requirements. Please note, tickets are on a first-come first served basis. If the desired tickets are no longer there, we can review alternate options. Apologies for any inconvenience caused.
Thank you for the opportunity to respond and address your concerns.
Sincerely,
Consumer Support Team
Customer Answer
Date: 06/30/2025

Complaint: 23522564

I am rejecting this response because:

As previously mentioned, this was time sensitive. You only allow a certain amount of time to checkout one seats are in the cart. In my anticipation and FIRST review of the seats selected I proceeded, at which points an alternative option was given because my seals were no longer available. The titles of the packages being so closely related (VIP MONICA) leaves room for error.
the package is no longer available nor is it available for add on.

Sincerely,

Juliette Pridgen
Initial Complaint
Date:06/26/2025
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.
Ticketmaster suspended my account and accused me of being/using bots to buy tickets. They never asked me about any of it or notified me. They just shut me down. Then when I called they said I was suspended and didn't even have a conversation about it. Ticketmaster has a monopoly on tickets and is using that monopoly to make baseless accusations about me which are forcing me to miss events that I paid for.
Business Response
Date: 06/26/2025
Hello,

I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
I reviewed your account linked with email, *****************************, and confirmed it is active. You should have access to your account and the tickets for your upcoming shows, we also verified tickets on your passed events were successfully used.
Thank you for the opportunity to respond and address your concerns.
Sincerely
******** *.
Consumer Support Team
Initial Complaint
Date:06/26/2025
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.
I am filing a complaint against Ticketmaster regarding a misleading ticketing experience for the G-Dragon concert on August 22. As a fan, I participated in the official fan club presale, which required completing a survey in advance to receive a presale code. Throughout the entire promotional period, only one show was officially announcedon August 22. Based on that understanding, I logged into Ticketmaster early and waited in a long queue during the presale. When I was finally allowed in, many tickets were already sold out.Worried about missing what I believed to be the only show, I ended up purchasing a ticket for over $300, even though the seat was not ideal. I made this purchase under pressure, genuinely thinking it was my only chance to see the artist live.However, shortly after my purchase, Ticketmaster announced a second show on August 23, which is on a Saturday, a much more convenient day for most fans. In addition to the better timing, tickets for the second show had wider seat availability and lower price options. This has left meand likely many other fansfeeling misled and frustrated. It appears that the second show was not added due to overwhelming demand or a sold-out show, but rather had been planned all along and withheld from the initial *************** ticket is non-refundable. I now hold a more expensive ticket for a less convenient day, while better options became available almost immediately after. Its heartbreaking to think that other fans also made rushed, costly decisions based on incomplete or misleading information. This situation is deeply unfair and has caused unnecessary financial distress.Given all of this, I am respectfully requesting a full refund for my ticket purchase. I believe I was not provided fair or transparent information at the time of purchase, and I hope Ticketmaster will take responsibility for the way this sale was ********** account email is ******************** Order number is 73-52737/PHI
Business Response
Date: 06/26/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
I have reviewed this complaint and the related order 73-52737/PHI. Unfortunately, we are unable to offer a courtesy refund in this case. We do not control pricing or whether or not additional tour dates are added or not. The price was agreed upon multiple times prior to completing the purchase.
Per our purchase policy, all sales are final and refunds are only allowed in limited circumstances, as explained in this section and the Canceled, Postponed, Rescheduled and Moved Events section above. Before purchasing tickets, carefully review your event and seat selection. We may occasionally offer tickets at a discount after the original on-sale date, and will not refund the difference between the original price and the sale price. 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.
Please review the Ticketmaster Purchase Policy linked below:
**************************************************************************************

Thank you for the opportunity to respond and address your concerns.
Sincerely
Aran J.
Consumer Support Team

Customer Answer
Date: 06/26/2025

Complaint: 23521633

Thank you for the response, but I must respectfully express my disappointment with how this matter was handled.

This is not a simple pricing issue or a case of buyers remorse. My complaint concerns misleading practices during the presale process, where Ticketmaster only presented one show and created a false sense of scarcity. This led many fans, including myself, to purchase high-priced, non-refundable tickets under pressure. The sudden announcement of a second showwith better timing and lower pricingclearly suggests that the additional date was pre-planned but intentionally withheld. That is not a pricing decision; it is a failure in transparent communication.

Ticketmasters repeated deflection of responsibility, citing event organizers and policy, fails to address the core issue: consumers made financial decisions under misrepresented conditions.

I have exhausted all internal avenues, including an escalation through Ticketmasters own customer support system, which also denied any resolution. If I do not receive a fair and transparent resolution to this issue, I intend to share my experience publicly and actively seek other consumers who have faced similar treatment, with the goal of pursuing a collective action to protect consumer rights.

This issue deserves serious attention, not just a policy-based dismissal. I strongly urge Ticketmaster to re-evaluate this matter with integrity and accountability.

Sincerely,

Hanxiao *****
Business Response
Date: 06/28/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
Unfortunately, we are unable to offer courtesy refunds. The face value price of tickets is determined by our clients. In most circumstances, face value prices are set at the time of the initial on-sale and stay the same until the event occurs. However, prices can be adjusted up or down after the tickets go on sale, prices may also vary. When an order is placed through the Ticketmaster website, it is a requirement that our Purchase Policy and Terms of Use are agreed to, including Section 11, titled Refunds, Credits, and Exchanges. Paragraph 6 outlines the following: We may occasionally offer tickets at a discount after the original on-sale date and will not refund the difference between the original price and the sale price.
Furthermore, shows added to the tour are determined by the Event Organizers. They also determine when they will be released for purchasing. Apologies for any inconvenience caused.
Please refer to our purchase policy, linked below, for additional information:
**************************************************************************************
Thank you for the opportunity to respond and address your concerns.
Sincerely,
Consumer Support Team
Initial Complaint
Date:06/26/2025
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.
My Ticketmaster concert tickets were refunded to me several months after purchase. I did not receive an email or any notification about this. When I called Ticketmaster, they initially told me that the entire event had been canceled, and then told me that my order specifically had been canceled as it "violated the terms and conditions." they were unable to elucidate which specific terms/conditions had been violated, and told me to simply repurchase tickets (the same tickets are now 2-3x the price due to resellers). I asked multiple times to be transferred to someone who would know what specific term/condition was violated, because I do not know what it could be and I do not know why this would become an issue months after purchase, and I was told that it would be impossible to find out. Overall, the cancelation is baseless due to their inability to provide specifics on what they are basing it on.
Business Response
Date: 06/26/2025
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 this may have caused. A member from our Fraud Team will be contacting you directly shortly.
Thank you for the opportunity to respond and address your concerns.
Sincerely,
Consumer Support Team
Customer Answer
Date: 07/07/2025
I was contacted by a Ticketmaster representative who stated that the cancellation had been a mistake, and that an order with an order number one off from mine was the intended recipient of the cancellation. The representative then stated that I would receive tickets of equal or greater value. I did not follow up on the initial complaint as the proposed settlement was one that I would have been happy with, but I did not receive the tickets within the window with which to follow up with the BBB, and I had wanted to wait until my complaint was actually resolved to close my initial complaint. To obtain more information about the tickets, I called Ticketmaster back, and was told that there were no notes in the incident file regarding the post-BBB complaint call I had received or about the tickets of equal or greater value. I was once again told to re-purchase the tickets, which are still 2-3x more expensive than their purchased value. I am concerned with the lack of basis on which to cancel my initial order and lack of action taken to correct this error.
Business Response
Date: 07/20/2025
Hello again,
I'm going to send you an email to ***************************** with further information. Feel free to reply to reach me directly.
Sincerely,
****** *.
Consumer Support Team
Customer Answer
Date: 07/24/2025

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
Date:06/26/2025
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.
I bought on Oct 23, 2024 3 tkts for ******* concert at the Allegiant Statidium I went ahead and bought the best available tkts at that time which were Section A3 Row 28 seats 4, 5 and 6. The **** have become more expensive and these tkts are now 5000 dollars a piece and today June 24th, 2025 I am receiving an email that my seats were changed for some cheaper seats in section A2, Row 27 Seats S2, S3 and S4, they are changing my seats which were 5000 dollars per seat for sets less than 800 dollars. I AM TAKING MY DAUGHTER BECAUSE SHE IS A FAN OF ******* AND WE NEED OUR ORIGINAL SEATS BACK. Im attaching a screen shot of my original seats and also the current price of similar seats in A3
Business Response
Date: 06/26/2025
Hello Andres,
Thank you for bringing your concerns to our attention. I have reviewed this complaint and the related order, 26-51717/NEV. I do apologize about the relocation that occurred to your order. Regretfully, we cannot assist you with a refund.
The change in the event set up is determined by the event organizers. The other tickets provided to you were comparable to other tickets in the section. The screenshot of the ticket prices you provided are Fan-to-Fan resale tickets, and those are prices that are not chosen by us. The prices are made by the person that listed those tickets for resale and their asking price.
I am including our purchase policy link for you to look over if you wish. It will advise you in Section 11. Refunds, Credits, and Exchanges. That seating maps are representative of a venue’s layout; however, they are subject to change at any time, and refunds are not allowed if the seating map is updated, if additional seats / rows are added, or if seats change as a result of a venue change after purchase.
Thank you for the opportunity to respond and address your concerns.
Sincerely
Arlene M.
Consumer Support Team

Customer Answer
Date: 06/26/2025

Complaint: 23520756

I am rejecting this response because: My seats are not comparable to what I had I was on Section A3 and you are moving the 3 of us to A2 which were cheaper tickets when I bought them and thise tkts that you are offering me cost half of what I paid. I eill be contacting ny lawyer, and will procede legally for all the damages and loss caused by ticket master. These tickets were boight Ocr 2024, and ticketmaster is changing them 2 days before the concert. I WONT ACXEPT YOUR RESPONSE AND WILL SENT IT TO LEGAL

Sincerely,

Andres Sepulveda
Business Response
Date: 06/27/2025
Hello Andres,
Thank you for bringing your concerns to our attention. I do apologize that you were not satisfied with the response to your complaint. It looks like you have been assisted by another supervisor with your issue. If you have further questions please follow up with them.
Thank you for the opportunity to respond and address your concerns.
Sincerely
Arlene M.
Consumer Support Team

Customer Answer
Date: 06/30/2025

Complaint: 23520756

I am rejecting this response because:
I need the address and contact for ticketmaster legal team I will be proceding with a law suit against ticket master

Sincerely,

Andres Sepulveda
Initial Complaint
Date:06/25/2025
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.
1. Date of Transaction: 6/25/2025 2. Amount of Money paid for the business: $2117.92 3. Account/order number: Order#**-56131/PHI 4. Dispute Nature: Technical Issue causing duplicate purchase 5.details: Due to a credit card security verification issue during the ticket purchase, the payment initially appeared to have failed, which led me to believe that the order was unsuccessful. As a result, I asked a friend to help me purchase the tickets. However, it later turned out that the original purchase had actually gone through, resulting in duplicate purchase. Therefore, I am requesting a refund for the duplicate purchase. Additionally, I have screenshots as proof.
Business Response
Date: 06/26/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau.

Thank you for bringing your concerns to our attention. Under our purchase policy, if a customer does not receive an order confirmation after submitting payment information, or if they experience an error message or service interruption after submitting payment information, it is their responsibility to confirm via their Ticketmaster account whether or not the order has been placed. Only they may be aware of any problems that may occur during the purchase process. We will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation. The screenshots provided are from the customer's financial institution, not from Ticketmaster advising the transaction did not process.

We sincerely apologize for any inconvenience.

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

Thanks,
Noel
Consumer Support Team
Customer Answer
Date: 06/26/2025

Complaint: 23520410

Thank you for your response regarding my recent complaint.

I understand Ticketmasters purchase policy, but I would like to respectfully clarify the circumstances that led to my duplicate purchase and reiterate my request for a refund.

At the time of my original purchase attempt, I encountered an error message and did not receive an order confirmation from Ticketmaster. Given the urgent nature of purchasing tickets for a high-demand event, and the apparent payment failure, I reasonably assumed the transaction had not gone through. In good faith, I asked a friend to help secure tickets to avoid missing out.

Only later did I discover that my initial order was actually successful unfortunately, by that point, the second purchase had already been made.

I do understand that Ticketmaster cannot be responsible for certain issues during the purchase process, but I hope you can see this was an honest mistake caused by a real-time technical issue and a lack of confirmation on your platform. While the screenshot is indeed from my bank, it was the only indication I had at the time that the transaction did not complete. Had I received clear confirmation or access to the ticket in my account right away, I would not have made the second purchase.

Given the unusual nature of this situation and the fact that I acted promptly and transparently, I kindly ask for reconsideration of my refund request, especially since this is not a case of buyers remorse but a system-triggered error.

I would greatly appreciate any goodwill resolution you can provide.

Sincerely,

******* ****
Business Response
Date: 06/27/2025
Hello Xiaofei,
Thank you for bringing your concerns to our attention. I do apologize that you were not satisfied with the response to your complaint. Regretfully, we cannot assist you with a refund on order 73-56131/PHI.
If you do not receive an Order Confirmation after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm via your account whether or not your order has been placed. Only you may be aware of any problems that may occur during the purchase process. We will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation.
I am providing you a link to our purchase policy so you can look over. This information is in Section 5. Order Conformation and Processing.
**************************************************************************************
Thank you for the opportunity to respond and address your concerns.
Sincerely
****** *.
Consumer Support Team
Initial Complaint
Date:06/25/2025
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 ******************** Ya No Lloran World Tour at ************ (August 4, 2025) through Ticketmaster. The event was rescheduled, and Ticketmaster emailed me stating that I had through June 19, 2025 to request a refund. Based on this, I contacted their customer service at 7:53 PM Pacific Time on June 19, still well within the written deadline.Despite this, I was told the refund window had closed and was denied a refund. I have the original email clearly stating the June 19 deadline and communication records showing I reached out before that date ended. I was only offered a partial refund ($117.30) as a courtesy not the full ticket amount.This is misleading and unacceptable. Ticketmaster failed to honor its written policy, and I am requesting a full refund of the original ticket purchase, not just the fees.I have attached screenshots of the email and my conversation with their support team for reference. I attempted to resolve this directly, but no resolution was offered.
Business Response
Date: 06/26/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau.

Thank you for bringing your concerns to our attention. We show your order has been refunded on 06/25/2025 in the amount of $619.80 to the Visa card ending in **5153. Please allow the customer 7-10 business days for the funds to be reflected in their account.

We sincerely apologize for any inconvenience.

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

Thanks,
Noel
Consumer Support Team
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23515065, and find that this resolution is satisfactory to me.

Sincerely,

David Lopez Pinza
Initial Complaint
Date:06/25/2025
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.
I purchased two Fan-to-Fan resale tickets through Ticketmaster for $283 each for the ******** concert at ************* in ******. These tickets were sold as standard view, but the reality was completely different.When I arrived, I saw a massive screen structure directly blocking my view of the stage, including most of the visual effects and even the fireworks show. This obstruction was not mentioned during the purchase process and was not shown on the seat map. Ive attached a photo from my seat that clearly shows how bad the view was.Additionally, my LED wristband never worked, a crucial component of the ******** experience. I tried to resolve the issue during the event, but was sent back and forth between guest services and levels. I was crying, running around the stadium, and I missed some of the most meaningful songs, including Paradise which added to the overall frustration. When I returned to my seat, I still couldnt enjoy the concert due to the obstruction.Ticketmaster asked me to explain the issue, which I did in detail. Their final response was simply that Fan-to-Fan resale tickets arent refundable unless the event is cancelled, and that I should have talked to staff at the venue. But I did speak to the staff. And more importantly, this wasnt a venue issue it was Ticketmasters responsibility to disclose obstructions during the purchase process.Fan-to-Fan or not, Ticketmaster controls the platform, listings, and pricing. I chose to pay more and use Ticketmaster because I trusted them to be transparent and reliable, unlike smaller, less trustworthy resale websites. I expected basic honesty and customer support. Instead, I received a vague, dismissive response and no accountability.This concert was meant to be a special birthday celebration for a friend, and instead it became an incredibly stressful and disappointing night. Im requesting a refund based on the failure to disclose the seat obstruction and the overall poor experience.
Business Response
Date: 06/26/2025
Hello,
I am in receipt of your recent complaint submitted to the Better Business Bureau.

Thank you for bringing your concerns to our attention. Ticketmaster does not control the platform or layout of any event that is handled by every tour. Regrettably, we do not have the authorization to issue any refunds.

We sincerely apologize for any inconvenience.

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

Thanks,
Noel
Consumer Support Team
Initial Complaint
Date:06/25/2025
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 purchased 6 tickets in May to an Angels baseball game 6/28/25 for $538.74. My family is unable to attend this game as we had to cancel our entire 2 week vacation to care for a dying family member. My husbands father is very ill having just been diagnosed with rapidly progressing stage 4 metastatic lung cancer. He requires constant care. I first contacted Ticketmaster on 6/9/25. They first told me that they couldnt help because the tickets had already been transferred to the *** app and I would need to call the Angels box office. When I contacted them, they said that was not true. I used the online chat, talked to a customer service *** and escalated my refund request. Ive spent hours on the phone or chat trying to get a refund just to keep getting the run around. Then they acknowledged that it wasnt the Angels issue but they claim that some event organizer wont allow them to refund me. But they cant tell me who this is or why they cant or how to contact them. They basically just pushed me off and said they will not refund me and they cannot. I asked for it to be escalated and they said there is no one at all that can help me they basically took my money and are earning interest off of it for over a month now and will not give it back when I need to cancel. This is an unavoidable situation with having an immediate family member actively passing away and needing our constant care. There should be more compassion and a way to offer a refund in these unique situations.
Business Response
Date: 06/26/2025
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 this may have caused. After checking our your
order, I see that this is an event that Ticketmaster doesn't sell the primary
tickets for. You purchased your tickets from another fan who posted them for
sale on our marketplace. We can only process refunds if the event cancels, and
at this time I see that your event is still taking place.
Thank
you for the opportunity to respond and address your concerns.
Sincerely,
Consumer Support Team
Customer Answer
Date: 06/26/2025

Complaint: 23519800

I am rejecting this response because:

I did not buy the tickets from another fan. I bought them from Ticketmaster. I have no way to know who they got them from or be able to contact them directly. Since I bought these tickets from Ticketmaster, I expect them to be able to resolve an issue and offer a refund especially in the extreme case of a severe medical diagnosis that requires constant care from my family.

Sincerely,

Melissa Hodge
Business Response
Date: 06/27/2025
Hello Melissa,
Thank you for bringing your concerns to our attention. I have reviewed this complaint and the related order, 3000-0646-7310-8711-3. Regretfully, we cannot assist with a refund for your order as this type of resale orders are non-refundable.
The tickets were purchase on the Ticketmaster website, however the tickets are resale tickets that were purchased from a trusted seller. Refunds are only available if the event is canceled.
Thank you for the opportunity to respond and address your concerns.
Sincerely
Arlene M.
Consumer Support Team
Customer Answer
Date: 06/30/2025

Complaint: 23519800

I am rejecting this response because I bought the tickets from Ticketmaster not the reseller. Unfortunately we have a severe medical situation where we are required to care for a dying family member. Ticketmaster has the ability to sell tickets and has the ability to refund them as well.

Sincerely,

Melissa Hodge

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