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:07/10/2024

  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.

  Dear Sir or Madam, I was sold standing room tickets to acrisure arena through Ticketmaster. I was not informed that there was no standing room only section. I showed up with my children to the game and there was no place to stand. The seating agent instructed me to stand in the bar area with my minor age children. This seems wrong, I didnt know children were allowed in bar areas. Needless to say we left shortly after the game started. I have contacted both Ticketmaster and the acrisure arena directly explaining my situation and requesting a refund. This just does not seem right, it seems fraudulent to sell a ticket where there is no designed place to stand or sit. Any attention to this matter is much appreciated. Thank you. Best, -******************* ******************* **********

  Business Response

  Date: 07/16/2024

  Hi ***,

  I am following up in response to your complaint issued through Better Business Bureau. We previously communicated via email. Ticketmaster verbiage states: "No Bar or Drink Rail Seating Available" when purchasing a Standing Room Only seat for this event. The location of drink rail seats near one of our bars was recommended by our team because it has more space to stand and watch the game than many other areas in our arena. It was not the required location; it was simply recommended for optimal space. Alcohol is sold throughout many areas in our arena, so these open bar areas are not exclusive to adults only, just like any other location around the arena. As previously discussed, standing only tickets are sold when we've already sold out of ticketed seats, at a reduced rate, for those that still want to come and watch the game live. This is a standard practice at many arenas and stadiums. The decision to purchase these tickets, knowing there is no designated seating area for these, is up to the discretion of each guest. 

   

  Thank you.

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  Thank you for your reply. Although you say that the tickets said that there was no drink rail seating available, it did not say there is absolutely no place to stand to view the game. I feel like I was sold something that did not exist. Other stadiums where I have purchased standing room tickets have a standing room section. Yours did not. No matter where I stood I was repeatedly told by ticket agents that I was not allowed to stand there, fire risk, blocking an aisle, etc. if there was a place to stand, where is it? Can you please send a map of your stadium showing where that is? The seating agents should have been able to guide me to a place, they seemed just as frustrated at my lack of a ticket as me. If there really is a place to stand other than the bar area Id like for you to send me a map showing me where that is and for future the seating agents should know where and to be able to tell patrons where that is. Thanks. -***

  Business Response

  Date: 07/26/2024

  Hello,

  We do not have a designated "room" for guests who purchase standing-only tickets. While some stadiums and arenas do have a designated space, we do not. This is typically only an option in much larger stadiums or arenas. As previously mentioned, our standing-only tickets were sold due to extremely high demand for sold-out playoff hockey games, and many guests still wanted to purchase a ticket to get inside the building and watch the team even without having a designated seat or area. I've attached a map of our Main Concourse; the navy blue represents the ground and you were eligible to stand or walk anywhere within that space. There are certain limitations due to guest safety and compliance with fire codes; so team members did specifically address anyone standing too close to a seated guest, in a seating aisleway, or in a designated accessible seating section. Standing guests needed to be in a non-seated location and in a safe distance away from seated guests, but there is still plenty of room to see the game from behind seated areas. Again, the reason that the bar location near Section 111/112 or near section 116/117 (indicated in ******) were suggested was because it was a more optimal area for standing as there is more room and a better view for the game, which many guests preferred. It was not required. 

  We cannot authorize refunds as all ticket sales are final and are non-refundable and non-transferable.

   

  Thank you.

• Initial Complaint

  Date:01/22/2024

  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.

  On January 16 **** I puchased 2 tickets for the Eagles concert totaling a little more than ****** dollars. Section 111 row x seats 9+10, the video monitor was not functioning properly, several pixels were out distorting the screen not allowing us to see the band, also the arena's security were constantly running up and down the aisles with flashing lights going after people taking pictures disturbing the concert experience!

  Business Response

  Date: 02/05/2024

  Weve communicated with this guest a few times since the event. Were sorry his experience is not what he expected, but these are not grounds for a refund.

  Customer Answer

  Date: 02/05/2024

   I am rejecting this response because: The arena is not taking responsibility for a flawed concert ,constant disruption by security,  faulty monitors with bad pixels! I didn't pay $705.00 dollars for a second rate experience!