ComplaintsforLiveNation Pavilion At Toyota Music Factory

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****************-My name is ************************* and I tried to speak to you last night at the three doors down concert. I would like to get in touch with the general manager of the facility and whoever else to file a complaint in regards to yesterdays visit. I am seeking compensation.Yesterday we drove up from ****** to see three doors down we had purchased lawn seats. We always enjoy the lawn, however never in our concert experiences have we had such an awful time and been bitten up by fire ants.Your facility had fire ants all over the lawn. It is the Pavilions responsibility when selling lawn tickets to make sure the grounds are treated. This can be done with a simple yearly treatment. Your grounds were not treated. My family of 4 were but all over and the attached are some photos. We now are experiencing pain. Furthermore we had arrived early and wanted to purchase chairs. We were told chairs would be available. Your facility did not have chairs, forcing us to sit on the ground and purchase two blankets. The chairs were only for people that prepaid. This cause us to also get bit. If you all are selling tickets for a lawn it is beyond unacceptable to have people on it with an ant problem that was mentioned to me you were aware of and it going untreated. This ruined our entire experience and now we are dealing with the after effects. Please see pictures attached and let me know who I can follow up with to see resolution. I had brought our concerns up to several people. I have sent multiple pictures of the welts my family encountered and we continue to be in pain. None of my emails have been addressed. I am seeking a full refund plus a refund on the cost of two blankets that needed to be purchased for not having chairs and did not help the problem.

  Business response

  10/04/2023

  This has been resolved directly with guest

  Customer response

  10/04/2023

  I have reviewed the business response and accept this resolution. They were able to make good on a bad situation which is much appreciated. Thank you!!

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The event was supposed to be a rain or shine show. It rained and hailed. Our seats were under the covered portion of the arena. They delayed the show multiple times and even canceled one of the openers due to the weather. When the headliner finally came on the set was only 45 minutes before they ended the concert. This is a nationwide tour and the setlist is widely available. It's definitely not a 45-minute show. The venue is claiming that they owe no one any sort of compensation as the show was not "canceled" when in fact it was cut at least in half. My family made travel arrangements and booked hotels for this show adding to the overall expense, and the response from the venue has been terrible. They have not responded to any of my messages, And they have also deleted any online comments from angry customers who feel that they are due compensation for the venues failure to give the concertgoers what they paid for.

  Business response

  05/18/2023

  This customer has been reached out to and has been offered a refund. 

  Customer response

  05/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a VIP ticket for the Itzy (November 1st) concert. On the live nation site it states there are ADA accessible options, if none show on the site purchase a regular ticket and call the live nation customer service number for assistance. I even called before purchasing tickets and an agent told me this as well. I did that. However when I called I was told I need to contact the venue. I reached out to the venue multiple times- I tried emailing however the emails bounced back stating it wasn't a valid email address. The email I tried contacting was on the venues site. I then tried calling guest services and the regular customer service number listed on the venue site. After days of trying I finally got through to a person, I explained the situation. I was told they could not accommodate me. They said for VIP tickets there are no wheelchair accessible options. VIP included soundcheck and early entry to the venue, I was told since the VIP tickets were only for the first few rows they could not accommodate me. Though by ADA laws it states all tier levels for concerts tickets must have a wheelchair option, the venue still did not accommodate. I even suggested it somehow they could accommodate for soundcheck and move me to a further section where they have their normal ADA seating. To which the venue agent said they can't do that. I was then told to contact livenation/ticket master again to get a refund. I contracted them to which I was once again told the venue can accommodate. I explained the venue said they couldn't. It's unfortunate that wheelchair users are discriminated against. Even when I suggested I can move and if possible ti be accommodated in a further section than the price tier I paid for I was refused. Attached is the proof showing the venues email does not work. I am requesting a full refund as the ticket was unused since the venue refused to accommodate. I would have gladly taken any accommodation but was refused any.

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/11/10) */ Hi ********- received your BBB complaint today. Apologies for your poor experience. Just wanted to get a bit of info. You mentioned the email address listed on the website wasn't valid. Do you have the address that you sent to? There has been confusion between the complex website (toyotamusicfactory.com) and the actual venue website pavilion (thepaviliontmf.com). The later is the official Live Nation website. I just want to be clear on which email you tried so I can get that fixed. Also- do you recall with whom you spoke regarding the ADA access? I certainly would have approved whatever we needed to be done to accommodate you. I feel like whomever you spoke with doesn't know the policy, so I'd love to find out who that may be so I can get them up to speed and not make the same mistake again. I'm disappointed with my staff's handling of this and going forward I will be sure they are aware of my expectations and the policies in place. In the meantime, tell me what name the tickets were purchased under and I will see to getting you a refund asap. Again, apologies for your poor experience! Regards- Tommy D********

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought second row tickets for concert Christian Nodal at the Music Factory Toyota located in Irving, TX November 28, 2021. Venue allowed far away rows to come all the way to the front and stand in front of the performer blocking our view of the concert and invading even the space in front of our seats. Several people in front rows were complaining and the only answer we could have it was that not enough security personnel was available to handle the crowd. Paid almost $500 to watch a concert in peace and had to leave early because of an altercation that the only security guard available was having with a bunch of drunk people in front of us that came all the way up because they were allowed by the venue to do this. It is not fail that people that paid weigh less for their tickets enjoy a front view even better than people that paid hundred of dollars to have this privilege. I am requesting full refund of the price that we pay. Never have this issue in a venue like American Airline.

  Business response

  02/16/2022

  Business Response /* (1000, 10, 2022/01/03) */ We have received this information as of January 3rd, 2022. We have reached out to the Guest, Mr. and Mrs. ******, as of today, January 3rd, in regards to sending them 2 complimentary tickets to any show of their choosing. They were very happy with the result of getting to choose whichever show they would like to attend and the complimentary tickets do not expire. Complaint has been resolved.

*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. ↩