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:03/10/2025

  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.

  We purchased 2 tickets for *********** pelicans vs ****************** on 3-4-2025 Section 119 Row A Seats 4&5, we didnt receive our tickets, the doors to the arena had already opened and the game was about to the start, this was extremely stressful and frustrating, we tried everything so we can get our tickets numerous phone calls nearly 4 hours on the phone, we went to the box office in front of crypto.com arena in hopes that we can get help and get our tickets and no hope we didnt get our tickets, we are huge laker fans and this was a big present for my son and everything was ruined, we missed a historic event as ****** ***** approached ****** career points it was also a promotional night shirts and wristbands where given out that say We Love L..A. it was in honor to the men and women from the **** that helped during the fires *********** had in the beginning of the year, what an irony, ****** say we love L.A. and a fan that spent $1,900 on 2 tickets for his son and himself cant get there tickets and get inside to enjoy the game and make great memories, I still havent received my money, this is completely wrong and no one should have to go thru this, there needs to be a better system in place when something like this occurs crypto.com arena can help the customer and get them there tickets. Please do something about this crypto.com arena, thank you.

  Business Response

  Date: 03/11/2025

  Hi ******, 

  We are so sorry to hear about your experience at the ****** game last week. Can you please clarify where you purchased your tickets? Was it through Ticketmaster or at our Box Office? 

  Thank you,

  Guest Services 
  Crypto.com Arena

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23042331
  
  It wasnt at the box office or Ticketmaster, it was thru stubhub, my complaint is that I went to the box office for help and I didnt get any help, everything could of been much smoother and easier if crypto.com arena has a system in place to help customers receive there tickets in situations like this, till this day I havent received my money, this has been a complete nightmare, we missed the event, had crypto.com arena which is the original vendor for the ****************** tickets have a system in place to help customers in situations like this many things can be avoided, we where outside of the arena for several hours and I tried everything to get my tickets, I was told the seller had sent it to the wrong email and nothing could be done.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/20/2025

  Unfortunately, ******* is a 3rd party ticketing site that has no affiliation with Crypto.com Arena, therefore we are unable to assist in any capacity. The ****** official ticketing partner is Ticketmaster. We recommend you purchase from them directly in the future to avoid issues such as this one. You would need to follow up with Stubhub for your resolution.  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23042331
  
  I am rejecting this response because:
  I understand stubhub and there role and i am in contact with them, this is in reference to crypto.com arena and you should be aware about this situation that way there is a better system in place in the future so the customer can get there tickets, in the end the tickets come directly from crypto.com arena.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/13/2024

  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 father had a **** debit card issued by this company. My father is deceased & I am settling his affairs. I have reached out to this company several times in order to get information regarding his account with them. They have put me on hold for hours at a time & not responded.

  Business Response

  Date: 11/13/2024

  Hello,

  We are so sorry to hear about your father. Unfortunately, this is Crypto.com Arena, the sports and entertainment venue located in downtown ***********, **********. We are unable to assist with this, but wish you the best of luck. 

  Guest Services
  Crypto.com Arena

  Customer Answer

  Date: 11/13/2024

   
  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

  Date:09/17/2024

  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.

  Please see attached document for specific details regarding my complaint...Thank you!

  Business Response

  Date: 09/20/2024

  Reaching out to the guest to follow up. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22289454
  
  I am rejecting this response because:  On Wednesday, September 25, 2024, I had the opportunity to speak with the Senior Manager of ************** regarding the incident. While we engaged in a constructive discussion, we were unable to reach a consensus, as our perspectives differed.  I was not fully satisfied with the measures taken to address the situation.  We ultimately agreed to respectfully maintain our differing viewpoints on the matter.  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/26/2024

  Thank you for your update. We hope to see you again in the future at Crypto.com Arena! 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22289454
  
  I am rejecting this response because:  I have determined that Crypto.com does not provide the welcoming and valued experience I seek, and as a result, I will no longer be visiting this venue in the future. Thank you for your understanding!
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/26/2024

  We are so sorry you feel that way and respect your opinion. Unfortunately, as discussed, because an employee claimed you used profanity against them, Security was called to provide a warning and ask that you no longer use that language toward our staff. Because you were not ejected and there was no loss, there is no resolution for us to provide, or to be rejected. 

  Thank you for your understanding. 

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22289454
  
  I am rejecting this response because:  As previously mentioned, we have differing perspectives on the incident. Regrettably, I must maintain my position and cannot accept your proposed resolution, as I still do not align with your interpretation and would like for it to be reflected through the Better Business Bureau. Thank you for your understanding.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I was at the GA gate of KCON LA M COUNTDOWN DAY 2 on 7/27/2024 (purchased for $309.54 from AXS on 6/7/2024), and couldnt pass the metal detector. The guards asked me to remove my trousers to show whats inside and I refused. Note that I am a young woman and the guards are ALL male. I said its my privacy. The guards asked me to leave. I was terrified in that situation and left. I calmed down outside of the arena. My favorite K-pop star was performing inside the arena, I have the most expensive tier of ticket, but cant get into the arena just because of the intolerable interrogation and groundless accusation from the stadium guards. Thats when I decided to try again; there had to be something wrong with that metal detector.I got to the gate again, and this time the guards told me that just because I refused to remove my trousers the last time, I am denied access to the arena for the ENTIRE concert. I was devastated and honestly afraid when the guards said that to me. I asked: Is it legal to harass me? Is this discrimination to accuse me without any evidence? And the guard said to me that its policy of the stadium and harassed that if I dont leave, they will call LAPD. I felt helpless. As a minority and and a woman, I felt that there is nothing else that I can do in this situation than to write this email and complain.

  Business Response

  Date: 08/02/2024

  Working with the guest via email for a resolution.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been here multiple times. I rent suites here for my clients, ************** for outings. Today really rubbed me the wrong way. I booked a suite for my son's birthday to see Monster Jam. Usually when we book suites we have to use the *** entrance. The first issue I found was no *** parking. We had to park across the street & walk over. Usually we just pay for *** parking. My rep didn't tell me there was no *** parking.We park & walk over to the *** entrance, I have on my purse that I usually use when I go to our suites. I specifically wore this purse because I knew it was the size I could use to take in. The first security guard didn't give me a problem. When I get to the door the female security tells me I can't take my purse inside and she has to double check with the supervisor. I see them have a side bar and he approaches me to tell me I can't take my purse in because of the size and event type. I explain to him I bring this purse every time I come. He says I can't bring and I have to take it back to my car. At this time the show is 20 mins in and I'm stuck at the door with my purse! My husband took my purse back to the car which wasnt close!! At this point I'm annoyed because I'm seeing other women with bigger purses walk freely in the arena while I'm stuck outside and my husband is walking back to put my expensive purse in the car in an underground parking lot!!! I told the supervisor ******** that I just saw a few women with bigger purse that mine walking freely and he says there's nothing he can do about that. What do you mean? I feel he was just being a jerk! This was confirmed when another supervisor by the name of ******* was asking him why I had to take my purse to the car. ******** told him because of the size and he's like I would've let her in. In other words, he made the wrong call. ******* was nice and very helpful. He understood my frustration. Id like some type of resolve or compensation. We only saw half of the show due to this.

  Business Response

  Date: 07/27/2024

  We spoke with the guest on the phone to respond to her complaint. 

• Initial Complaint

  Date:05/06/2024

  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 flew in from ****** on Sun Apr 28, 2024 to watch the Oilers/Kings. My boyfriend and I purchased tickets for the event on site. Within minutes of sitting down, the person sitting on my left swore at us telling us to to "Shut the f*** up" even though we were only talking between ourselves. My boyfriend told him to mind his own business and the man began taunting my boyfriend to fight him. The man was clearly intoxicated or on drugs; he was being loud, obnoxious and would not leave us alone. The man waved hands in front of my face making me very uncomfortable. The arena staff appeared and were ineffective in handling the situation. Instead of removing the instigator, they allowed him to return to his seat and they took my boyfriend away. The man laughed and continued to make snide remarks. The staff then pulled me from my seat and walked me up to where my boyfriend was standing. They had surrounded him with other security personnel as if they thought he was a threat. My boyfriend works in law enforcement and has received numerous commendations, and seeing him treated in such a demeaning manner was upsetting. Security asked me to produce the game tickets, as if implying we had gained illegal access, and then they wanted to know what happened, yet they did not listen to my story.Security didn't interview the people in our row, nor the row in front of us, who were sympathetic to our situation and agreed that the other man was the aggressor. Security said they would let us return to our seats. I asked if we could be moved, not wanting to be returned to a hostile environment, but they would not accommodate and we were forced to leave. I contacted ***** Services the next morning to request a refund. Two days later, ***** Services left a message while I was at work saying they will email me contact details but such email did not arrive, and they never left a contact number. I have yet to hear back from them even though I've left another message for them via their portal.

  Business Response

  Date: 05/13/2024

  Following up via email for a resolution. 

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21667185
  
  I am rejecting this response because they have not addressed the issue.  So far, their ************* Manager has been in contact with me via email and phone.

  She has offered me complimentary access to a future event at their facility but because I live in ******, it is impossible for me to accept this.  There is no upcoming event scheduled at the facility for ********************************************** attending, and even if there was an event:

  1. They said that we would only be able to be admitted IF they have space. 

  2. It would require us to be able to take time off from work to fly to ****************;

  3. It would require us to pay for airfare and hotel to attend the event, which would be at least another three thousand dollars out of our pocket.

  The business is claiming that they cannot issue a refund, which sounds rather odd given that we bought the tickets from the box office at the arena.  

  I am only asking for a refund for the tickets and the food, which is reasonable since we are asking to be reimbursed for the other costs (airfare, hotel, car rental, parking, etc.).

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

  Business Response

  Date: 05/23/2024

  After further investigation, guest and boyfriend were never forced to leave but left on their own. We offered to reimburse them 50% of their tickets which is our final offer. 

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21667185
  
  If someone is threatening harm or violence, this is a criminal act. I did not feel safe or comfortable with the idea of returning to my seat and my boyfriend was not going to put me in ***** way.  A rational person would not choose to put themselves in an unsafe position.

   The business did not offer a safe option to for me to return to watching the game. I had asked the security guard to move us but they simply said they could not and did not tell me that speaking with the facility ***** Services was an option. It wasn't until I was finally contacted by the facility that I learned that this was the process.  If this is the process, then why didn't security provide me with this information?  This is why we had no option but to leave.

  We had paid for airfare, accommodations and car rental to watch the game, as well parking and other incidentals. It was supposed to be a special weekend for us. I am asking for a refund for both tickets since neither of us were able to watch the game.

  I have been speaking with the ***** Services Manager and on Thu May 23 she informed me of the offer to refund one ticket. I asked to have the matter escalated since I would like to be refunded for both tickets and am now waiting for her manager to return my call. 

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

• Initial Complaint

  Date:02/15/2024

  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.

  Crypto Arena 2/13/2024 Last night my husband and I attended the ****** * Pistons game. It cost $1,100.00 for two tickets in an area close to the players.The music was too loud, and the lights glaring. There were drunkards all around and the smell of strong marijuana near our seats continued to the point that we went and complained to Guest Ser*ices.The super*isor there could not relocate us to a new seat and told us the arena only owns seats at the top of the arena. I cannot sit there due to *ertigo.So we had to lea*e the game. The fact that Crypto Arena ad*ertises is is non-smoking and that all forms of smoke are prohibited but they are not enforcing this, is a shame.And it cost us $1,100.00. They sell their seats through third-parties, making it impossible for Crypto/MegaSeats or TicketMaster to account for their lack of customer care/ser*ice responsibilities. Customers take the loss. We are requesting restitution from Crypto and a full refund from MegaSeats. We will dispute all charges from this e*ent with our credit card companies if we dont recei*e what we deser*e!

  Business Response

  Date: 02/22/2024

  Emailed guest and a resolution was provided and agreed upon to make up for their experience. 

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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 have an account with ******************** and when I changed phone number my account is looked and I was trying to contact customer service the past 3 month however, I only received automated response instead of a human being. They responded with human name but it's clear all the representative can't follow up as a human being. I have several emails evidence but my account is locked and I can't access my money.

  Business Response

  Date: 02/02/2024

  Hello,

  Thank you for contacting Crypto.com Arena. Unfortunately, I believe you are looking for Crypto.com, the financial institution; we are a live entertainment venue located in downtown ***********. Crypto.com can be contacted directly through their website. 
  
  All the best,

  Guest Services
  Crypto.com Arena

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred **** CAD for deposit at **** wallet but it was rejected on 27th November. When contacted the customer service they called me after two days telling that it will be refunded back to original account in 3-5 business days. It's been like 10 days and I haven't received it back in my account. I have been contacting customer support but no one did respond to it.

  Business Response

  Date: 12/07/2023

  Thank you for contacting Crypto.com Arena! We are a live entertainment and sports venue in downtown ***********. We feel for you and your situation, but it seems you are looking for Crypto.com, the financial institution. We recommend reaching out to them at crypto.com. 

  We hope to see you soon at Crypto.com Arena! 

  Guest Services
  Crypto.com Arena

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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.

  *** attended several games at Crypto.com Arena in January, February and March of 2023. This happens at every game I have been too and seems like this is what they do on a regular basis, in reference to the employees adding there own tip without informing the customer then when it comes to finalizing the transaction the tip has now gone from 20% to 40% or more. This establishment is disorganized in all facets, customer service is horrible. Every event we have attended something has occurred including the additional 40% tip that occurs every time I have gone to an event, to add doors open 1 hour and half prior to tip off which leaves nearly anytime to do anything before the game starts, nearly having to rush while there and when the game ends you immediately have to leave. When I attend these events I simply want to enjoy the event and have good service.

  Business Response

  Date: 03/13/2023

  Hello! 
  
  We are so sorry to hear about your negative experience and will absolutely work to resolve the issue with the unauthorized tips. A member of our food and beverage partner, ***************** will be reaching out you via the phone number you have provided to discuss in more detail and provide next steps. 
  
  Thank you again for letting us know, and we look forward to speaking with you soon and creating a much more positive experience for you at Crypto.com Arena. 

  Crypto.com Arena
  Guest Services 

  
  

  Customer Answer

  Date: 03/13/2023

   
  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,
  
  ***************************