Complaints

This profile includes complaints for On Location Events, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

On Location Events, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  On Location Events, LLC

  245 5th Ave Fl 6 New York, NY 10016-8737

• 

  On Location Events, LLC

  805 3rd Ave Fl 31 New York, NY 10022-7588

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:07/21/2025

  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.

  Better Business Bureau:
  
  As long as I receive the refund of $1782  and my card is not charged $918 in January for a second installment as the state in the attached email, I am happy with the resolution. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

  Business Response

  Date: 07/21/2025

  *******

  We, at On Location, have reviewed this consumers complaint and have made the decision to refund the $1782 that the customer was charged for the purchase made by her grandson to the **** card that was used at the time of the purchase.  The value of the entire order was $2700 but the consumer (who made the purchase) had selected a payment plan and was only responsible for the $1782 at the completion of the online order.   I have provided this information to ** ****** via email, informing her of our decision to process the refund and providing the expected timing of when she should see those funds appear back on her credit card.

  At this point we would consider this issue resolved.

   

   

• Initial Complaint

  Date:07/07/2025

  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.

  Seeking a partial refund from On Location. I purchased a 1 thousand dollar VIP package that included VIP lines that were supposed to take priority over general admission lines and were not. There were times on both days of *** Fan X 2025 when the lines were NOT moving. Staff at the location gave me a T-Shirt and a few cards with random autographs on them (which I don't know if the autographs are real and don't know who signed them. When given the shirt I told the staff member that this is not going to make up completely for this incident as general admission for the 2 day event is $50 and VIP 2 days was $1,000. After I got back home from my trip they claimed this was them making it up to me which I never agreed with. I missed meet and greets that I can't get back due to the fact they didn't have their lines in order. I told staff at the event I could always go on **** and buy an autograph or T-shirt but can't always meet my favorite *** superstars and that getting pictures was my main aim for the trip. After day 1 went horrible wrong I sent out a complaint to them. After day 2 went wrong sent out another. I waited hours in lines to NOT even meet the person I was waiting in line for as their time was up. I am seeking a partial refund as it was $50 for general admission and essentially another $950 for the VIP upgrade as the VIP packaged total is 1 grand.

  Business Response

  Date: 07/08/2025

  Hi *********, 

  Thank you for providing your feedback from *** ***. I understand you had reached out to our ************** team with these complaints as well. Your concerns have been thoroughly investigated with our operations and onsite teams. While we are sincerely sorry to hear you were unable to meet certain fighters, it is worth clarifying that our package included a dedicated VIP line, not fast pass or expedited access. That being said, we are sorry for any confusion regarding that package element. Additionally, the line management of the meet & greets and the autograph sessions are hosted and controlled by *** and their partners and not On Location directly, however your feedback on this process has been shared with them for review.
  
  Upon escalating your case to our onsite team, they confirmed our attempts to provide resolutions to your disappointment onsite, in the form of the complimentary t-shirt of your choosing from the *** store and autographs from athletes during session 1 on Saturday, as you mentioned.

  While we are unable to offer any form of refund, partial or otherwise in this instance, we sincerely thank you for taking the time to provide us with your detailed feedback from the event.

• Initial Complaint

  Date:04/21/2025

  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 OnLocation Priority Pass packages for Wrestlemania 41 - 2 day event in *********. This package was intended to deliver exclusive experiences, event support, and seating for this two day event.I purchased this package in September 2024, and spoke with the *** on the phone about the seats that I wanted to purchase as part of my package. I was assured by the OnLocation *** that my seats were NOT obstructed view. They then proceeded to charge me ***** per ticket totaling to ***** dollars for the two packages I purchased. Fast forward to event day on 4/19/25. We enter the venue to find that our seats were completely obstructed, due to the setup of riser sections in front of our seats. We then received an email from Ticketmaster saying we were sent new tickets for both nights of the event with no additional communication or explanation. The new tickets that were sent were also obstructed view, with a tv camera frequently in and out of our view. Halfway through the first night of the event I received a notification now saying that the new tickets we received earlier for the second night were no longer valid. Again. No communication or explanation. On night 2 of the event (4/20/25) we were still without resolution to our original seat obstruction, went back and forth to guest services at the venue saying they couldnt help us. We ended up finding out from some fellow fans we met the night before that there was an OnLocation guest services located somewhere in the stadium that was communicated to them via text, we never got any such text. We followed them and were able to get relocated tickets, in again the same area as the night before, but this time with a worse camera obstruction.Youre probably a little confused by reading this, which is how me and my guest felt the entire time with this OnLocation disaster. We paid for a promised premium experience and instead was ruined by lack of organization, negligence and unsatisfactory business practices

  Business Response

  Date: 05/07/2025

  Hi *****, 

  Thank you for your feedback regarding your WrestleMania experience. I understand our ************** team has been in touch with you regarding your frustrations from the event. We are truly sorry to hear of your disappointment, and that your seats needed to be relocated. Please know that we were not made aware of any potential obstructions or limited sightlines in advance of the event, as final event setup is completed leading up to the start of the event. As soon as our team was made aware of the risers causing an obstruction for guests in your area, we quickly worked with the venue and our *** partners to relocate guests. We regret to hear that your relocated seats were in view of the camera crane. 

  I see noted on your account that a $250 credit to use toward a future *** event with us was offered, but we have not yet heard back from you. Please let us know if you accept this offer, so that we can provide you a credit reservation number, and because we hope to host you again in the future. 

• Initial Complaint

  Date:04/09/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I purchased the tickets from On Location not Ticketmaster.  On Location is trying to blame Ticketmaster for not allowing me to sell the tickets.  Ultimately, I am the customer of On ********************.  Saying they are washing their hands of the problem because they use Ticketmaster is not right from a consumer standpoint.

  Ticketmaster is saying to go back to On Location for a refund (I have this in writing) and On Location is blaming Ticketmaster.  

  When I spoke with Ticketmaster, they said I am not their customer and that On ******************** is to be followed up with.

  I am the consumer and in the middle of them. This is not right.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/14/2025

  Hello *****, 

  Thank you for reaching out to On Location. We can confirm that this case was promptly escalated to the appropriate parties following your initial outreach and has been thoroughly investigated. The game tickets included in your package were transferred to you on March 31 and successfully accepted. Ticketmaster has confirmed that the tickets were subsequently transferred again, which would prevent you from listing them for resale.
  At this time, weve exhausted all available options and will be unable to take further action regarding this matter. We understand this may not be the resolution you were hoping for and appreciate your understanding.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   That is not the case at all. Its literally the same company and agent and the business changes name to evade responsibility

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  ey.Avoid ***** ****** and On Location like the plague. If you value your hard-earned money and your experience, do not fall for their lies. They will ruin your event, leave you disappointed, and then shrug it off like its no big deal.

  Business Response

  Date: 12/20/2024

  On Location was not involved in any way with the **** World Cup 2022 in ******   World Cup 2026 will be the first World Cup that On Location was designated as the Official Hospitality provider.  

• Initial Complaint

  Date:12/09/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I explained this to your phone representative which you conveniently leave out of your public response here, but, my original seats were ROW 1 upper deck, overlooking the double cage. To me, Those are better seats for this kind of event. Additionally, my original row 1, upper deck seats were GIVEN AWAY to other people as I have photos with people sitting in them once taken from the seats I was reassigned to. Just because my new seats were lower bowl does not make them better seats. The bigger issue here is that your company is okay to take a premium amount of money for seats we choose but once they are no longer available, you blame the event host and take absolutely ZERO accountability to the customer you represent. Its basically a tough luck and were sorry. Take greater responsibility for forced seat adjustments. Work with the partnered hosts to protect better protect customers. But as of now, you pass the buck to the host, who you know we have no way on contacting. This is bad business. I asked for a further cost adjustment, to take an additional 15-20% off the total cost and you refused. You know I was disserviced and you cant even risk losing 15-20% of the money you took, months in advance, for seats you ultimately did not deliver on.

  Sincerely,
  
  **** *****
  
  
  
  
   
  eassigned to lower bowl seats that were neither centered nor in Row 1, the reason I had bought the package. When we took our new seats, I looked at Sec. 307 and saw that every seat in Row 1 was occupied by other ticket holders. This was particularly frustrating, as I had been told that my original seats had been taken by ****Once home, I contacted OL in hopes of a resolution. OL's response was dismissive. On 12/4/24, I was told that the issue would be escalated but no follow-up occurred as promised. On 12/5/24, I spoke with another agent and was told that the matter would again be escalated. On 12/6/24, I was told that nothing could be done - On Location holds no responsibility over changes made by ****I am not asking for a full refund, but given the issues including not being able to use the priority entrance, the reassignment of my seats, and that my original seats were occupied by othersI feel partial compensation is warranted. I believe a credit of $200 would is fair.

  Business Response

  Date: 12/27/2024

  Hi ****, 

  Thank you for reaching out to On Location. We sincerely apologize for any inconvenience or frustration caused by the changes to your seat assignment. While we strive to avoid altering seat locations, sometimes adjustments are necessary due to the nature of live events, production setups, and other factors. We were unaware that your seat would need to be changed a second time and are currently investigating this matter with our *** and venue partners. While we understand the frustration of a second move, we were informed that your seat was upgraded to a lower section. We hope you enjoyed the event overall and look forward to the opportunity to host you again in the future.

  Business Response

  Date: 01/07/2025

  Hi *****, 

  Thank you for your follow up. We are sincerely sorry for the negative impact the seat location changes had on your overall experience. As mentioned earlier, we strive to avoid any post-purchase changes; however, due to the nature of live events, such adjustments are occasionally necessary. Although we were not made aware of a secondary change, we can understand how this affected your time as our guest. We would love the opportunity to host you again. As a gesture of goodwill, wed like to offer you a $150 credit toward any On Location *** purchase within the next year. To apply your credit, simply reference reservation number S****** when you're ready to redeem it. 
  
  We greatly appreciate your valuable feedback and look forward to welcoming you again soon.

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I dont have the funds to purchase another travel package in the next year so a discount towards a future purchase (when a purchase typically costs at least $1,000 or more) doesnt help my situation.  A $150 refund back to the card on file from my original transaction would be a suitable and fair solution which would resolve this dispute for me.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****