The complaint has been investigated and
resolved to the customer's satisfactionResolved Live Nation — terrible service / unsafe venue
resolved to the customer's satisfaction
This is a copy of my unanswered complaint letter:
The security portion of the event staff was terrible. I go to several concerts per year and I have never seen a worse security staff. They cause more problems than they prevent by instigating members of the crowd. I don't drink and I am probably the most easy going person that will ever attend one of your shows, but I was still met with harsh words and posturing from a member of the "security team". I watched this same team member antagonize another individual to the point of a physical confrontation where the fan was grabbed and removed from the venue. After the fan was removed, the security guard joked about it and smiled. He then tried to antagonize the friends of the ejected fan. His shirt number was #164. I drove three hours for this concert and I would gladly drive another three hours to discuss this matter with him and his employer. I would imagine you have a record of him somewhere since he was wering a shirt with the "Live Nation" logo on the back as a representative of your company. As far as the venue goes, there was bird droppings on almost every seat in the house. It hadn't just happened, because a cleaning staff was trying to clean the seats 30 minutes befor the show was suppose to start and were struggling to get the job done because the droppings were basically baked into the seats. Traffic flow into the venue was well marked, but the staff were more interested in socializing than directing traffic. Leaving the venue was a different story. There was NO staff to direct traffic and it took an hour and fifteen minutes to leave the parking lot. I spoke with a Genesee County Deputy Sheriff who blamed the delay on "poor planning on the part of Darien Lake". Perhaps the biggest disappointment was the fact that after buying three digit tickets for this show, one of the acts, Cheap Trick, did not show. There was no announcement made and we only found out after the news had spread by word of mouth through the venue. We had wondered what the delay was because the show was suppose to begin at 7:00PM as printed on our tickets, but instead we sat for an hour with no idea what was going on. Leaving work early and driving three hours to wait and wonder for an hour is not acceptable. Adding insult to injury, I bought a Cheap Trick concert T-shirt for my girlfriend for $45 dollars as we entered, only to find out that they were the only act that was not going to perform and that the shirts were now being sold for $25 dollars. Of course the vending stand would not refund the additional $20 dollars to me when asked.
I am currently employed as a retail business development and customer relations manager as well as being a former police officer and I don't write these kinds of letters on a whim. I feel I have great insight from both a business and security perspective. I would certainly hope that the issues I've presented to you are addressed in some manner. My greatest wish is that the worst concert experience of my life wouldn't have occured as part of a birthday present to someone so special to me.
I do intend to follow up with the park itself in regards to the member of the security staff. This man has no business working in that capacity.
Thank you for your time. Sincerely,