All fans have to do is provide proof of an original ticket from August to Ticketmaster and they get a new one for free.
Fox 59 found this is not the case.
The issue was brought to light by Star Schaffer and Travis Ehle. They attended Sugarland's concert at the State Fair and witnessed the stage collapse.
They called Ticketmaster on Monday, the day the pre-sale began.
"I called Ticketmaster and they gave us tickets, but they didn't ask us for any proof of previous purchase," said Schaffer.
Making matters even worse, by the time she called, only nosebleed seats on the balcony level were left. When she expressed her concern, she says Ticketmaster told her they were the best available.
"Sure enough they were in the level 200, which are the worst seats you can get," said Schaffer.
This led her to believe that Ticketmaster was allowing more than just original ticket holders to take advantage of the pre-sale.
To test this theory, Fox 59 called Ticketmaster and requested the free tickets. Within minutes, we had two tickets, and gave no proof of previous purchase.
Schaffer and Ehle say their new seats are a major downgrade from where they sat at the State Fair. Now, they are not even sure they want to attend the concert, regardless of it being free.
"I'm sure it's going to be upsetting for a lot of folks if they see that, because they went through maybe a lot more than what we did and suffered a lot more, and they're sitting up there with us when they should be provided with something a little better than that," said Ehle.
Ticketmaster said the pre-sale ends Friday at midnight and then become available to the general public on a first-come, first-serve basis.
The concert is on October 28 at 7:30 p.m.