ComplaintsforPromoWest Productions

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets for Sunday, 6/25/2023 for the Re:Set Music Festival in Columbus, OH directly from the music festival website total price of $241.32. On the event day, the time for the event was changed without any warning or notification. No e-mail, message in the app, call, text, or any announcement at all was made about the time change. The event was supposed until 11:00 PM with multiple performers. Thheadlining (last) performer was listed to start at 9:15 PM (these are listed times published on the Re:Set Music Festival official website). We traveled to the venue from Cincinnati to Columbus and arrived at the venue at approximately 7:30 PM when were denied entry and told the event was over. No advance notice at all was received and we were not able to see any of the performers. All I am seeking is a refund for my ticket cost as I was not able to see any of the show even though I was at the venue at the time the event was supposed to take place. Please help. I will absolutely contact media outlooks and post on social media if need be, but I just want this resolved. Thank you.

  

  Business response

  08/24/2023

  ******,

  Thank you for your feedback from the Re:SET Concert Series in June. Without guest feedback like yours, we would not be able to improve our efforts of creating the best guest experience!

  On June 25, 2023, we were alerted by meteorologists of a potential weather event slated to arrive in the evening. After deliberation, the artists, tour, and AEG staff determined that shifting around the schedule of events would be the best option to ensure that guests would be able to safely see the concert.

  We posted multiple set time updates on Re:SET and PromoWest social media pages to get the message out quickly. Additionally, ***, the events ticketing platform, sent an email out to ticket purchasers. An email was sent to your address on file, ******************, at 1:45 PM. I’ve attached a reference to that email in this response.

  At PromoWest and AEG, our priority first and foremost is ensuring that guests, staff, and artists are safe. Unfortunately when events are outside, there are weather risks involved. Sometimes things do not go as scheduled but out team works hard to ensure that all guests still have a safe and positive experience. We appreciate your patronage and hope to host you at another concert in the near future!

  Thanks,
  ***

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought concert tickets for the event. The business said the concert was rain or shine, however they evacuated the area due to weather. They then kept everyone waiting for 4 hours until they still held the show after closing hours, at 10:30pm. They went against the cities noise ordinance so that they did not have to issue refunds. I have filed claims that they are denying and they let half of their paying customers leave without letting anyone know what the updates or plans were.

  

  Business response

  07/26/2023

  Thank you for reaching out. Per The ******** ******, if you were not able to make it back into the July 23, 2023 concert due to the lightning storm, you are eligible for a refund.
  
  In order to process, please forward your AXS Confirmation email to ********@promowestlive.com as proof of purchase. Tickets purchased on third party platform will not be eligible for a refund through this channel. If you purchased in person at the KEMBA Live! Box Office, please email the method of payment along with First and Last Name.
  
  PromoWest Productions appreciates your patience and understanding while we process this request. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I am contacting to report an incident that occurred on Sunday July 23, 2023. I paid $350.98 for tickets to see The Backseat Lovers at KEMBA Live which is owned and operated by PromoWest Productions. Their website advertises that the show will go on "rain or shine", however the event was evacuated due to storms, which is understandable due to safety reasons, although it is not what they advertise. They postponed the concert by 4 hours and by this time most of the crowd had gone home. The event was supposed to start at 6:00pm, but did not occur until 10:00pm which is shown in the picture I attached. This event was conducted during the no noise ordinance hours and additionally occurred AFTER the venue was closed. Myself and MANY others did not attend and did NOT receive a refund because "technically" the show went on - even though only 4 songs were played. The business has deleted ALL evidence of this happening from their social media, but luckily I obtained a screenshot before they deleted it.

  

  Business response

  07/26/2023

  Thank you for reaching out. Per The Backseat Lovers, if you were not able to make it back into the July 23, 2023 concert due to the lightning storm, you are eligible for a refund.
  
  In order to process, please forward your AXS Confirmation email to [email protected] as proof of purchase. Tickets purchased on third party platform will not be eligible for a refund through this channel. If you purchased in person at the KEMBA Live! Box Office, please email the method of payment along with First and Last Name.
  
  PromoWest Productions appreciates your patience and understanding while we process this request. 

  Customer response

  07/27/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5 of us went to see the backseat lovers on July 23rd, 2023 at Kemba live(promo west). 2 main issues. First we all paid an extra $20/ each for the fast pass to get down front. Unfortunately, they were understaffed at the special entrance, so the main entrance was much faster. We were about 50th in line, by the time we got into the venue, over 1000 people already flooded the floor from the main entrance rendering the motive to pay the extra money futile. Second issue was around 7pm a severe lightning storm came through and passed, then another started around 7:50 and this time they evacuated the venue. The announcement was something to the extent of "the weather is causing hazardous condition and everyone needs to evacuate the venue, please check the website for future announcement". so we made our way through even more hazardous condition of 5000 people in the streets with no crowd control. and waited in the parking garage for over 2 hours. Never did find out where the information about going back inside was posted. The website never changed. A couple different times we just followed the people back to the venue to stand in more storms. not knowing a thing about what was going on. Finally around 10:15 we followed the few people left back to the venue and they were letting people back in for what would now be a couple songs before sound curfew took effect. This is when It just went to far. They weren't scanning tickets or correctly running checking people for weapons and using metal detectors. I had others folks kids with me and could not put them at risk, so I asks security where to get a refund and was laughed at and told to suck it up. they are doing their best. Having been to over 100 shows at this venue over the years. This was very surprising. And unfortunate as I cannot in good faith ever support this company again.

  

  Business response

  07/26/2023

  Thank you for reaching out. Per The Backseat Lovers, if you were not able to make it back into the July 23, 2023 concert due to the lightning storm, you are eligible for a refund.
  
  In order to process, please forward your AXS Confirmation email to  ********@promowestlive.com as proof of purchase. Tickets purchased on third party platform will not be eligible for a refund through this channel. If you purchased in person at the KEMBA Live! Box Office, please email the method of payment along with First and Last Name.
  
  PromoWest Productions appreciates your patience and understanding while we process this request. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we purchased tickets to a concert that took place on 7/23/23, when we got there it was raining and thundering and lightening. we stood in the line for 1.5 hours to get inside, then once inside the event made everybody evacuate due to the weather. they stated they would update every 15 minutes but there was 1 update in the next 3 hours. at this point it was 10:00 and on a Sunday, so me and my daughter had an hour drive so we left to go home since there were no updates and assumed it was going to cancelled or rescheduled. then they finally decided to continue the concert at 10:30. we would like a refund for the inconvenience and not updating everybody in a timely manner. they clearly do not care about their customers and their safety to make everybody stand outside in the lightening. cares more about making money.

  

  Business response

  07/26/2023

  Thank you for reaching out. Per The Backseat Lovers, if you were not able to make it back into the July 23, 2023 concert due to the lightning storm, you are eligible for a refund.
  
  In order to process, please forward your AXS Confirmation email to [email protected] as proof of purchase. Tickets purchased on third party platform will not be eligible for a refund through this channel. If you purchased in person at the KEMBA Live! Box Office, please email the method of payment along with First and Last Name.
  
  PromoWest Productions appreciates your patience and understanding while we process this request. 

  

  Business response

  07/26/2023

  Thank you for reaching out. Per The Backseat Lovers, if you were not able to make it back into the July 23, 2023 concert due to the lightning storm, you are eligible for a refund.
  
  In order to process, please forward your AXS Confirmation email to [email protected] as proof of purchase. Tickets purchased on third party platform will not be eligible for a refund through this channel. If you purchased in person at the KEMBA Live! Box Office, please email the method of payment along with First and Last Name.
  
  PromoWest Productions appreciates your patience and understanding while we process this request. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought two tickets to the Tame Impala concert on Thursday 5/27. Doors opened at 5:30, but we were informed that the show would be delayed. Communication from the venue was non-existent, and there was confusion in the crowd. They said doors opened at 8, but the updates stopped after that. A line formed that wrapped all the way to the highway, creating an extremely dangerous situation where pedestrians could be hit by cars. No crowd management from the venue, plus waiting in line for multiple hours in the rain with no access to bathrooms. It was an extremely dangerous situation and it was obvious the venue was caught totally unprepared. The cherry on top was that when the act finally went on, they weren't even checking tickets or sending people through security, so anybody could have walked in with anything - whether or not they had a ticket. This was an extremely poorly planned, bungling of a major concert and could have ended much worse. Promo West needs to address the disaster of last night, and issue refunds to those of us who did not want to put our safety on the line to wait hours in the rain adjacent to the highway with no restrooms. Many similar accounts to mine can be found on social media. The fact that a major concert venue could be so poorly planned for a situation like this is alarming and they are fortunate that it wasn't any worse.

  

  Business response

  06/06/2022

  Thank you for your input about your experience. PromoWest Productions has safely hosted concerts and events for years, all in cooperation with local authorities. The Tame Impala event was no exclusion to this. Under the direction of City of Columbus Police and Fire Department Officials, PromoWest Productions was directed to delay the event until severe weather passed. Unfortunately the severe weather threat lasted 3 hours, included two instances of nearby lightening, and caused two major disruptions in the event schedule. After gates opened at 8PM, we were required by the Fire Department to stop ingress and hold doors until the lightning cleared. Doors finally opened at 8:20PM and our team did what needed to be done in order to get everyone in safely.  Automatic and Tame Impala both played their full set and the entire line entered in time to see the event. We apologize for the unfortunate situation you experienced due to weather but hope you can understand that guest safety was our primary concern.

  Customer response

  06/06/2022

  I am rejecting this response because: 
  

  If you truly cared about customer safety, you would not have just opened the gates at the end of the night and let anybody and everybody in (with or without a ticket), AND on top of that not done any security checks.

  Given the recent state of the country and the mass shootings that have taken place, to say that you place customer safety first is an absolute lie. I spoke to a representative on the phone who admitted that everyone was let in at the end of the night -with or without a ticket and without security checks.

  Do you consider this keeping your customers safe? Letting any random person into a venue, whether or not they paid to attend, and no matter what they came with in their pockets? You are beyond fortunate that nothing bad happened as there was nothing in place that could have prevented it.The rain and delays were one thing, but the decision to just open the gates at the end of the night was negligent at best and criminal at worst.
  

  Please do not respond again if you are not planning an addressing the extent of the failures of your part. It is truly insulting to claim you put your customers safety first.
  

  

  Business response

  06/10/2022

  ******

  PromoWest has always took pride in offering an awesome concert experience for our customers.  We would like to take this opportunity to provide you with two complimentary tickets to a show of your choice. Please reach out to [email protected] for more information. 
  
  Thank you,
  PromoWest

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our family purchased four concert tickets on May 19th, 2022 costing $556.27 total, to attend the Tame Impala concert at the Kemba Live! venue in Columbus, Ohio. The concert was set to start at 5:30 p.m. on May 26th, 2022. We arrived at 3:30 p.m., where my family waited in line until 6:05 p.m.. Staff members abruptly announced we had to leave the premises due to weather. The staff began screaming vulgar language in front of my children and I tried to ask the staff if the show was cancelled or where we should go? The staff member yelled that she was unsure and that we just had to leave. My children, hungry and tired, and my wife began walking confused to the parking garage, where at least a thousand other people were standing, waiting to be told what was happening. In an attempt to find out information, I searched the PromoWest website online, called the venue, and returned back to the gate to find a staff member, but there were none to be found. Our family waited in our car for another two hours, where I proceeded to walk down to the venue again, in an attempt to find an employee to see what was going on, but was unable to because of the crowd of people standing in front of the closed gate. My family was forced to leave due to the lack of information provided by the venue and waiting over 6 hours with no response. We left at 9:30 pm. The business was committed to provide a concert through the purchase of tickets and because of being forced to leave and unable to attend because of lack of information, we are asking for a refund. I will be providing the purchase details of our tickets.

  

  Business response

  06/06/2022

  Thank you for sharing your concert-going experience. We cannot improve if we do not hear from customers like yourself. PromoWest Productions strives to make every guest experience positive and safe, regardless of the circumstance. We pride ourselves in customer service, and the actions of our staff using foul language is never tolerated. We will be following up with both event staff and security staff to ensure professionalism at all times. Under the direction of City of Columbus Police and Fire Department Officials, PromoWest Productions was directed to delay the event until severe weather passed. The pre-determined area of refuge was the McConnell Garage across the street where you and your family were located. Our box office phones were tied up with guest inquiries, which is likely why we could not connect with you via phone. We communicated the delay and door opening time on social media when determinations were made. Guests were fully approved to enter the event site at 8:20PM by City of Columbus Fire Department. Automatic and Tame Impala both played their full set and the entire line entered in time to see the event. We apologize for the unfortunate situation you experienced due to weather but hope you can understand that guest safety was our primary concern.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased two tickets for tame impala for 5/26/2022, I reached out to the company twice and they simply don't answer their phones. I am requesting and expecting a full refund for both of my tickets. I live 30 minutes away and there were rain delays and the first social media graphic was posted at around 7, then it was deleted and another one got posted delaying gates until 8pm. Lines did not move for another 2 hours, I left. Doors were supposed to open at 5:30, I waited until 9:30, I was still not moving and had to leave. There were no further updates, some people were let in, then people weren't moving for 20-30 minutes. I paid to see the openers as well as tame impala and I wasn't even able to see the openers as tame impala started before I was even able to get in. I left, as I have a job that I have to attend. Originally tame impala would have gone on between 830-9 I could have left by 11, in this scenario he didn't start until way later and played way later and I've heard it went past the noise ordinence. Great for folks that were able to stay out late and enjoy the show, but for me it *****ed me over as well as hundreds of others that drove hours or more away and left due to the horrible communication and delays.

  

  Business response

  06/06/2022

  Thank you for sharing your concert-going experience, even though it was not favorable.  PromoWest Productions strives to make every guest experience positive and safe, regardless of the circumstance. Under the direction of City of Columbus Police and Fire Department Officials, PromoWest Productions was directed to delay the event until severe weather passed. We value the safety of our guests and could not permit anyone inside the venue until it was safe. Unfortunately the severe weather threat lasted 3 hours, included two instances of nearby lightening, and caused two major disruptions in the event schedule. We communicated the delay and door opening time on social media when determinations were made. Guests were fully approved to enter the event site at 8:20PM by City of Columbus Fire Department. Automatic and Tame Impala both played their full set and the entire line entered in time to see the event. We apologize for the unfortunate situation you experienced due to weather but hope you can understand that guest safety was our primary concern.

  Customer response

  06/06/2022

  They played way past the curfew and I personally had work in the morning. You guys should have cancelled and rescheduled, instead you *****ed everyone over. I didn't see both openers and by the time the doors even truly opened it was 10pm because the line was so far back that barely anyone got to see the openers. I did not. Just because they played the full set doesn't mean everyone got to see it.
  

  

  Business response

  06/10/2022

  *****, PromoWest has always took pride in offering an awesome concert experience for our customers.  We would like to take this opportunity to provide you with two complimentary tickets to a show of your choice. Please reach out to ***@promowestlive.com for more information. Thank you,

  PromoWest

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund for my full amount of my tickets for $160.10 due to current new vaccination requirements on 9-20-21, got my refund confirmation emails on the 21st it said allow 30 days for refund to credit back. I still haven't not received my refund

  

  Business response

  10/27/2021

  *******,

  I am looking into this refund request and will e-mail you directly with an update.

  Thank you,

  ***

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 13th I drove to Columbus to go to a $uicideboy$ concert. I had paid $230.66 for tickets to this concert in August. When I arrived we waited in the line and when it came our turn, we were not allowed in because we didn’t have our vaccination cards. Yes, on the website it did say that the cards and IDs were required for entry, but I did NOT see this message due to the words being very small and ignorable. I would’ve definitely brought my card if the text had been bigger or had been more eye catching. All I really would like is a refund because I feel like I wasted my time and my money by not being allowed into a concert I paid so much money for and it was a 2 hours drive there so it’s very disappointing this even happened. I am vaccinated for the record.

  

  Business response

  10/28/2021

  Hi *******,

  Thank you for the feedback about your experience. I have a few follow up questions for you regarding your ticket purchase and a resolution. Will e-mail you to touch base.

  Best regards,

  ***

*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. ↩