ComplaintsforFeld Entertainment Inc

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Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, i am reaching out because in the month of September I noticed some unauthorized charges on my bank card. I reached out to my bank but they cannot do much because the charges were processed already. I have reached multiple times to the company but they dont not get back to me at all. I have disputed the charges twice already and it has not been resolved.
Business response
11/13/2024
We are sorry that the customer incurred a credit card error and understand the frustration. When the customer reached out to our **************** team, our **************** Representative worked with the customer and our Treasury Team to resolve the problem and informed the customer on 10/22/24 that the charges were reported as refunded as of that day.
Customer response
11/13/2024

Complaint: 22446822

I am rejecting this response because:

Sincerely,

******* *******
Initial Complaint
05/21/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paid this business to display a VIP message on the Jumbotron at the Supercross race in ************** on May 11, 2024.
Customer response
06/05/2024

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
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I purchased 5 tickets to the Supercross race in ************ on March 16, 2024. This was an expensive trip as we had a place to stay for 2 nights, purchased tickets for the event. On the day of the event, we arrived to the venue at 1 pm and on attempt to purchase FanFest tickets, were told that they were sold out due to limited space at the venue. Online, it stated that Fanfest tickets could be purchased the day of the event. No actual number stated to be sold, no concern that they may sell out due to space restrictions. I spoke with a customer service **** ***** shortly after the Indianapolis Supercross race due to the poor experience we had. Firstly, I sent a message the day of the race to your company, and still have not had a response. After calling 3+ times, I was finally connected to Mark. **** asked "Why didn't you just purchase the tickets before?" As it it was any of his business. What if the answer was that financially, that was not an option at the time? When I tried to provide suggestions for improvement including, maybe you should state a DEFINITE number to be purchased the day of at the event, or that maybe you should make that location a one time entry so that more people have the opportunity to enter, I was met with ****'s sarcastic remarks. "You mean like "Get them while they last. Or buy your tickets now." I know that I was also not the only one that this happened to at the event, as an event worker stated "I'm sorry, a lot of people are not happy about it." The advertising on the website for the event is misleading and does not provide the consumer with an accurate representation of the number of tickets to be sold, the event space, etc. False advertisement if I've ever been a part of it. And horrible customer response/service. I would love modification of the advertising as well as reimbursement for any part of our trip/Fanfest that we could not attend.
Business response
04/29/2024
We are sorry that the customer was disappointed with their experience at the March 16, 2024, Supercross event in ************,*** FanFest is a separate ticketed experience that occurs before the Supercross race event. Access to FanFest requires both a Supercross Event Ticket and a FanFest pass. Like all ticketed activities, FanFest is subject to capacity restrictions. We appreciate the feedback from the customer and can offer a few items for the feedback; the customer can contact our customer service team at ****************************/customer-service.
Customer response
04/29/2024

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
02/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought tickets to ****** on ice and I bought front row tickets on the ice to prevent having an obstructed view for my family. When we got there we were seated right behind a huge spotlight. It was not disclosed that wed have an obstructed view, I would have never bought the tickets. Ticketmaster has denied my refund request.
Business response
03/11/2024
We are sorry that the customer was disappointed with their experience at the February 4, 2024, ****** On Ice show in ********, MA. To accommodate this customer, our customer service team has offered this customer four *********** tickets for an additional Feld Entertainment production at our Family & Friends discounted rate.
Customer response
03/11/2024

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
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
******************* is in an evaluation and flooding emergency because of the massive atmospheric River rolling in today. Parts are already flooding and people are being evacuated from homes. **** of ** are being asked to either evacuate or avoid driving into parts of *******************. Upon contacting ticketmaster AND Feld Entertainment and were told to "grab a poncho". This is not an appropriate response. I would like some sort of resolve to this as we are out the ticket money and cannot safely or in good conscience drive into an area that holds a risk of us not being able to take the route needed to safely get home. We paid for admission as well as the pit passes via ticketmaster.
Business response
02/07/2024
Ticket sales are made through Ticketmaster. The customer would need to reach out to Ticketmaster for a refund. We do not have visibility or access to their transactions, so we are unable to issue a refund or void on a Ticketmaster transaction.
Initial Complaint
12/27/2023
Complaint Type:
Product Issues
Status:
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.
December 25, 2023 ********************************* *****************************************************. ***** ************** ********************* Mr. *********************** Chairman & Chief ************************************************************************ ************** Dear ************,For the December 24, 2023 performance of ****** On Ice at *********************** (in ************, **), I purchased 3 floor seats and 3 Meet & Greet tickets.My family loves ******. This was the most disappointing ****** experience we have ever had. The meet & greet was very disorganized and nobody knew where it was being held. By the time it began, it felt too rushed and we even ran late for the beginning of the actual ****** On Ice performance.If you are going to charge so much for the meet & greet tickets, the following issues need to be fixed:? Tickets state General Admission (yet the Event Staff & Merchandise Staff did not know where to direct anyone for the meet & greet.? They laid out coloring for the children but you didnt have time to color anything.? The photos and games with the characters were too rushed.? The meet & greet was on one side of the stadium and afterwards, you had to make your way all the way over to the other side of the stadium for the ****** On Ice performance. This made us ***** minutes late. (There was no time to stop and purchase concessions and souvenirs).As this was a Christmas present for my 5-year old daughter. I expected more of a true ****** experience. My daughter loves ******. Shes been there for her 4 th and again 5 th birthdays. She knows what a real ****** Character meet & greet experience is. THIS.WAS. NOT. IT.I would like to receive a callback in response to my letter. Thank you very much for your time and understanding.*********,********************************* **************
Business response
01/16/2024
We are sorry that the customer was disappointed with their experience at the December 24, 2023, ****** On Ice show in ************, **. Our customer service team has accommodated this customer by issuing four (4) *********** tickets for an additional ****** On Ice show.
Customer response
01/16/2024

Complaint: 21059173

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
09/15/2023
Complaint Type:
Product Issues
Status:
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.
We purchased front row tickets to a ****** on Ice show in ***** on April 29th, 2023. The tickets cost us a total of $590 for 5 tickets ($118 per person). The day of the show, 2 hours before, we were contacted by the venue to be advised that due to an unforeseen planning event our seats were no longer available and we would be moved to a different location. We paid $590 to be placed in $25 per person seats the day of the show and have an obstructed view the entire show. When we contacted Feld Entertainment, we assumed they would remedy the situation with either front row seats to another show, or a refund for the difference in price. We received neither of these. Instead, they offered us house seats to another showing within a year. We have just received our house seat tickets and they are valued at $30 per person. At a minimum, I would expect that this company would reimburse its paying customers with an exact value for what they paid for and were not delivered on, even if its not front row but close to it. As a result, I am extremely dissatisfied with this company, its horrific customer service skills, and its ridiculous policies that they exempt themselves from. I would understand if the issue was my fault but this was 100% a Feld Entertainment issue. This will be our last time supporting this business and I will be letting every parent I know about my negative experience so they avoid Feld Entertainment showings altogether, or buy the cheapest tickets since they clearly do not value the customers willing to pay extra for premium views. If you cannot deliver a premium service, do not offer it or at the very least do not steal money from parents who are just looking to take their children to see their favorite characters and have a better view. The money we spent initially could have bought us tickets to almost 4 ****** On Ice Shows assuming the ticket prices were $25 per person, meaning that Feld Entertainment has stolen $465 from us. Consumer beware!
Business response
10/10/2023
We are sorry that the customer was disappointed with their seats experience at the April 29 2023, ****** On Ice show in *****, **. Our records indicate that the relocated seats were placed **************** with a full view, in the best seats possible at that time. The face value of each ticket, excluding taxes and fees, was $45.00 per ticket. Our customer service team also accommodated the customer by issuing *********** tickets for an additional ****** On Ice show on the September 16, 2023, in Sunrise, **. The *********** were from our private hold located in the lower bowl with an un-obstructed view, and the face value of each ticket, excluding taxes and fees, was $45.00 per ticket. The combined face value of each ticket for the two performances totals to $90.00 per ticket.
Customer response
10/12/2023

Complaint: 20611526

I am rejecting this response because:

I was unaware of the value of the tickets, but thank you for confirming that they were valued at $90 per person between both showings.
Calculating some simple math will demonstrate that 5 tickets times $90 is $450. We paid $590 for front row seats that were not delivered to us at either show, therefore with this calculation your company has overcharged us by $140 AND provided us with subpar customer service for an internal miscommunication on your part that the customer should not have to pay the price for. Why should we have to pay extra for seats we werent given due to a last minute change by YOUR company? What kind of company punishes their customers for something they had no part in?
I am still expecting further effort to resolve this issue by your company. I would like the difference of $140 refunded to my original method of payment or by check.
Sincerely,

*********************************
Initial Complaint
04/17/2023
Complaint Type:
Service or Repair Issues
Status:
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.
First off I'd like to start by saying that I have attended Monster Jam shows for over 20 years. We are huge fans and look forward to seeing every show we can attend. With this being said, I also want to state that I was incredibly disappointed by Saturdays show here in ********, **. I purchased two tickets to the Monster Jam show on Saturday, April 15th 2023 @ 7pm. We arrived and everything went well until the freestyle part of the show came around. Most of the trucks performed but when it came to the stars of the show Grave Digger and Son Of A Digger both trucks immediately shut off and did not perform at all. The announcer said that they were facing connectivity issues and the trucks would not be able to fire up. TOTAL COP OUT MONSTER JAM! Usually when there is an issue the team will attempt to save the show and put the crowd on hold for a minute or two BUT NO! Both trucks came out and turn off one right after another and immediately called it a night without trying to fix anything and said it was impossible to get the trucks to fire. THIS WAS A COP OUT! These trucks run on a remote CAN/BUS system and have the ability to be overridden by the master mechanics who over see the trucks performance. This means that the trucks were condemned to not perform without even trying AT ALL! While I was extremely disappointed I thought maybe they will have another truck or two different trucks run for 2 minutes a piece and still give a show. NOPE. NOTHING AT ALL! The announcer just said that was all for the night and basically robbed everyone there of 4 minutes of truck time. This may not sound like alot but it was TWO headliner trucks that EVERYONE CAME TO SEE! A very poor way to end the night after spending about $250 on tickets and merchandise. I have much more to say but I'm reaching my character limit. Feld Entertainment needs to make this right with free tickets to an upcoming Monster Jam show. I'd really hate for this to be my last experience with Monster Jam.
Business response
05/01/2023
We are sorry that the customer was disappointed with their experience at the April 15, 2023, Monster Jam event in ********, **. The events are live, and our teams do all that they can to safely repair the trucks when technical issues arise. We recommend that the customer contacts ** directly for further assistance by contacting our customer service team at ****************************/customer-service.
Customer response
05/09/2023

Complaint: 19945199

I am rejecting this response because:

i have called the number provided on the web page for customer service of **** **** There was no help there. Ive submitted an email to customer service but if its anything like the phone call i wont get very far.

id like for ******************** to mediate the reconciliation of this matter.

Sincerely,

***************************
Initial Complaint
04/10/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
3-17-23 purchased product from Monster Jam Superstore which is subordinate to Feld Entertainment Company. I paid for and invoiced for ***** day delivery as indicated on invoice attached. We are at day 23 and still no product. I have contacted them by email multiple times with no resolution. I was continuously told that it could take over 30 days. It has not had an updated scan since March 28th, which is 12 days ago. I have continuously asked them to research it with no resolution. Their response is we dont care that you ordered it for a childs birthday that was expecting it within ***** days . Their response is we cant do anything until it is over 30 days and then I will have to again try to contact them to request a refund. A reputable company would have resent the order priority mail once contacted there was a problem and cancel the delivery that they are sure will still arrive after 30 days???. Buyers need to beware the ***** day shipping and handling charge you are paying for does not mean a thing. Also beware their customer service is lacking in all areas. Only once out of 7-8 times I have contacted them was I able to talk to a person and she didnt want to assist me and assured me that if I would send a email to customer service that they would be interested and take care of it. Only response you get is virtual email providing generic response to wait 30 or more days for refund? Real Confidence in their customer service system.
Business response
05/01/2023
We are sorry that the customer incurred shipping delays and understand the frustration. *** standard delivery time is ***** business days (21 calendar days). Because this order had not been timely delivered,we reshipped the order with expedited shipping. According to the ***** tracking information, second,expedited order was delivered on April 14, 2023; the original order was reported as delivered on April 15, 2023. We are not requesting that either order be returned.
Customer response
05/02/2023

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,

***************************
Initial Complaint
03/10/2023
Complaint Type:
Customer Service Issues
Status:
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.
I bought tickets for the Monster Jam show in ************ on Saturday March 4, 2023. We arrived 40 minutes early and sat in line for an hour and 45 minutes to park. We were already 30 minutes late to the show when we made it to the parking lot where the attendant told us that we would have to park on the highway and walk a mile because the parking lot was full, yet cars were going in before and after i pulled away. I paid $236 for 4 tickets for myself and my 3 young children. I didn't feel safe parking on the side of the highway or having my kids walk that far when there should have been ample parking at the *********** in ********. We missed the show not only for the safety issue but by the time we would have parked and walked after waiting in line, we would've only made it to the last bit of the show. I just feel this was absolutely avoidable and at an event center this big, there should never be a parking issue like this.
Business response
03/29/2023
We are sorry that the customer was not able to attend the ********************** event in ********, **, but we appreciate the opportunity to respond as it is important to clarify that parking issues at the venue are within the domain and control of the venue, not Monster Jam.

We recommend that the customer contacts us directly for further assistance by contacting our customer service team at ****************************/customer-service.

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ComplaintsforFeld Entertainment Inc

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