ComplaintsforRegency Theatres (Granada Hills 9)
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Complaint Details
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Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went online trying to purchase movie tickets through their website and Fandango and the ticket price said $11 both sites would not take my payment so I went into the location and spoke with the manager ******* and she gave me the run around and said she was not able to give me the tickets for the website price. I then called corporate and spoke with ******* and she said she would ask her manager and give me a call back. She called me back saying the same thing there was a glitch in their system and they are aware and they could not give me the tickets for that price. I have wasted time away from work, gas and miles trying to figure this all out and it is very frustrating. I was online for one whole day trying to figure out why it wouldnt take my payment. I need to get to the bottom of this. I get its not Marisols or ******** fault personally but this is false advertisement and this is not right. All this happened on December 5, 2023.Business response
01/24/2024
We had a contractual obligation to sell tickets for the film "Renaissance: A Film by Beyonc" at the price of $22 (plus any applicable surcharges).However, when this particular guest attempted to purchase tickets, there was a glitch in the system that caused an $11 ticket type option to appear. This option was not valid, so the transaction could not be completed. By the time we were made aware of the issue, the pricing had returned to the correct amount of $22. The $22 pricing for this special engagement film was advertised in multiple areas on the website. To make up for any inconvenience caused, we offered the guest complimentary movie passes to be used towards another title.However, the offer was refused.Customer response
01/30/2024
Complaint: 20963445
I am rejecting this response because:
I was not given any compensation. I was given no options or any at all. I had ask for some kind of response and only got this is not our fault so there is nothing we can do as the only response. I would definitely take tickets as for all the hassle I was given and tossed around with the corporation and specific box office.
Sincerely,
*****************************Business response
02/14/2024
Hello-
If the customer would like to reconsider accepting the courtesy passes that were previously offered then we would be happy to send some. Please reach out to us directly with an address so that we can get those in the mail. It will be faster to contact us directly rather than messaging through BBB. Here is our email address: ***********************************
Thank you
Customer response
02/14/2024
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,
*****************************
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.