Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fandango's decision to not exchange my tickets is unfair and not justified. I have repeatedly told the **************** Representatives helping me that the website is broken - and some links do not work when browsing tickets on iOS Safari. Also, the link to your support email on the bottom of your emails lead to ****************** which is just one of many examples of the broken website links on your site.Due to this error, purchased tickets for the wrong date and just realized today - because I was meaning to view the movie tonight, not yesterday. No one has helped me exchange the $53 tickets so I had to spend over $100 just to see one movie. I think the refund and exchange policy is unfair when the purchase was made due to site error - not the customers fault. I am deeply disappointed with this decision and will be escalating this issue and telling everyone I know to run away from Fandango. Congratulations on earning an angry customer over 53 dollars.

  Business Response

  Date: 03/13/2025

  We sincerely regret any inconvenience the customer has experienced. We hope the following information will help address any further concerns.
  As a free service to all of our **************************** provides showtimes, movie listings, and theater information for most theaters in *****************; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue. 
  In order to offer refunds or exchanges, per our policy, it needs to be processed prior to the applicable theaters refund and exchange deadline (to view your theaters deadline, visit ****************************************************************************************************). Since the customer request was initiated after that time, we no longer have that option. We also see the customer is very familiar with our serve-serve option via web but did not take advantage prior to the start of the show.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23042137
  
  I am rejecting this response because:

   

  Fandango provides showtimes, movie listings: the web and mobile app are not user-friendly. There are broken links and it is not well designed to avoid errors in dates. When purchasing the ticket, it was the incorrect date BECAUSE of the Safari (iOS) version of the website presenting the incorrect date. I did not notice this error, therefore I did not know to check before the date of the movie since I had in mind that I purchased the correct tickets for another date.
  When I noticed, it was too late. We still purchase tickets through **************************, it doesn't send us to an external link to purchase tickets, so the transaction is made via Fandango, and any time you process a payment and accept money, that does not mean it's free. 

  If I paid $53 for a ticket and I did not see the movie and presented the information to the **************** Representative that it was due to a site error, most, if not all, companies would provide a refund for services not rendered. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/14/2025

  We are unable to grant the customer's request. No further action required. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23042137
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a code to get 4 tickets and the website placed in the wrong theater. There was no one to call and I emailed today and was told I would not get new codes.

  Business Response

  Date: 03/20/2025

  Unfortunately, we are unable to fulfill the request due to our promotional policy. This is not a system error, but rather a user error. ********************** provides all customers with a review page prior to completing the purchase, which allows for the opportunity to review the details and correct any errors. We hope this clarifies the situation, and we appreciate your understanding.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23038039
  
  I am rejecting this response because:
  It was a error on their computer not by me
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/26/2025

  We sincerely regret any inconvenience the customer has experienced. We hope the following information will help address any further concerns.
  As a free service to all of our **************************** provides showtimes, movie listings, and theater information for most theaters in *****************; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue. 
  In order to offer refunds or exchanges, per our policy, it needs to be processed prior to the applicable theaters refund and exchange deadline (to view your theaters deadline, visit ****************************************************************************************************). Since the customer request was initiated after that time, we no longer have that option. We also see the customer is very familiar with our serve-serve option via web but did not take advantage prior to the start of the show

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23038039
  
  I am rejecting this response because:
  I called before the movie and was told the refund could not happen even though THEIR website screwed up
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/27/2025

  As previously stated, we are unable to grant the customer's request. We apologize for any disappointment this may cause. 

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, March 6th I saw that I have to redeem a $5 reward at Fandango. I saw a movie that was in theaters and wanted to use the code. As life is hectic and things get missed. As my information is auto populated I checked out without putting in my code. I called customer service today and ask is there a way to reimburse or apply the code to my purchase. They said no, that I can apply it to my next purchase. As the code expires tomorrow, March 8th. I would not be purchasing again during that time. It is seldom that I am able to afford to go to the movies. This was a treat to be able to get $5 off my movie purchase. I have been in customer service for 17 years. This is not good customer service. It's only $5. I can understand a significant large amount not being able to do that but $5.. Companies are getting away from customer service and all about **********************. First, I am the consumer using your application to purchase tickets. Without the consumer your business would stay a float. Second, with no resolution for the issue is it really good customer service?? The business is only in business for themselve with no regard to the customer. Third, it's $5.. smh. I will be using ticketsatwork if this cannot be resolved.

  Business Response

  Date: 03/07/2025

  We are unable to grant the customer's request. We apologize for any disappointment this may cause. 

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Fandango gift card online. I attempted to purchase a movie to view at home and my gift card was declined. Come to find out, Fandangos website has a website within a website. Although it shows as just a category on Fandango, Fandango at home is a completely separate website. Therefore an entirely different gift card is needed for this website. While purchasing a gift card, it does not show any description of it not being available to use in the hidden website. This company not only tricks their customers but they also have unprofessional customer service representatives. I called for assistance and was told I was wasting my time because they could not help me and were not going to escalate my issue. The representative also refused to give me her name. VERY POOR BUSINESS PRACTICES

  Business Response

  Date: 03/05/2025

  We sincerely regret any inconvenience the customer has experienced. We hope the following information will help address any further concerns.
  As a free service to all of our **************************** provides showtimes, movie listings, and theater information for most theaters in *****************; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue. 
  We appreciate that the customer has taken the time to provide us with their suggestions. We are constantly updating and enhancing our services based on the valuable feedback we get from customers.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23017407
  
  I am rejecting this response because:
  my complaint had absolutely nothing to due with theater tickets. It seems my complaint was completely misunderstood. This companys response further demonstrates their poor customer service. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/05/2025

  Fandango offers two distinct services under one umbrella: purchasing movie tickets for theater showings and streaming movies at home. While both services are accessible through the same platform, they are not interchangeable.
  Customers may purchase a gift card intended for movie ticket purchases and mistakenly try to redeem it for streaming services at home. This is not a system error, but rather a user misunderstanding. The platform clearly outlines the difference between these services and informs customers about the type of purchase they are making before they complete the transaction. It is the customer's responsibility to review the details of their purchase before finalizing it, ensuring they are selecting the appropriate service for their needs. We hope this information provides a better understanding of how the system works.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23017407
  
  I am rejecting this response because:
  there is no clear wording during gift card purchases that Fandango and Fandango at Home are two separate companies. As *** previously stated, given that Fandango At Home is shown as part of Fandangos website, it is misleading to the customer. Gift card purchases are on the same Home page which would lead one to believe that the gift card would cover any purchase on its site. 
  It is not clearly stated that the gift card is solely for Fandango theater tickets. Since your company is refusing to admit fault and would like to continue to blame your consumers, please do not waste time responding. Your website is set up to mislead your customers. Anyone with access to your website can view the issue.
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for a movie ******** America) on Feb 20 for showing on March 1. The cost was 8.97, which i paid using a $5 fandango credit (earned for seeing 4 movies) and 3.97 of *** gift card. Subsequently, the *** theater either canceled my showing or changed the time, such that my ticket was no longer good. Fandango did not alert me to this change, i just happened to notice it. I reached out to Fandango support, and they said all they could do was give me a refund. I asked for another ticket on the same day, and they said no. The refund I received was only for 3.97, and it was in the form of Fandango credit. So they basically stole my $5 credit, and converted *** gift card to FAndango credit.

  Business Response

  Date: 03/05/2025

  We sincerely regret any inconvenience the customer has experienced. We hope the following information will help address any further concerns.
  As a free service to all of our **************************** provides showtimes, movie listings, and theater information for most theaters in *****************; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue. Specific to the issue promo codes are non-refundable. If the customer needs more information regarding our refund policy, we would like to direct them to our term and condition page via our website. We hope this information helps.  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23007303
  
  I am rejecting this response because:

  1. They could have notified me that my showtime was cancelled. They did not.

  2. They could have exchanged my ticket for another on the same day. Even if that entailed extending the expiration of my earned promotional award (which they control). 

  3. They should have provided my refund in the form of *** gift card, which I paid with. No explanation for why they converted my *** gift card to Fandango credit.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/19/2025

  The customer has already been refunded appropriately according to our refund policy. If the customer would like more information, please visit our website FAQ.  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23007303
  
  I am rejecting this response because:

  as stated before
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/20/2025

  Issue has already been addressed. No further action required. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23007303
  
  I am rejecting this response because:
  

  as stated before

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many years ago I received an email gift card in the amount of $50.00 (currently $47.55) When I attempted to use it a couple of years ago I had a problem redeeming it through the Fandango app. When I contacted customer service I was told that their system would only take numeric codes and that they would be sending me a replacement. I never received the replacement. When I contacted customer service again they told me it was being replaced. Still no replacement. After contacting them once again, they then told me that my original code was good but it now had an expiration date of December 31, 2025, even though the original email literally says NO EXPIRATION. When I last called regarding this a supervisor vowed to look into this & resolve this issue. I never heard from him. This evening I contacted Fandango about something else which reminded me of this still unresolved issue. Fandango promised me they would send me a replacement card since mine did not work. Then they claimed my original code is still good, but they have now attached an expiration date on it when it never had one.

  Business Response

  Date: 03/13/2025

  The customer issue has already been addressed in BBB case 23011009. No further action is required. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is allowing my purchasing power to cintinue after releasing my account from being suspended for 3 weeks and me having over ***** movies and 270 tv shows after accusing me of doing a fraudulent reverse of charge of $9.99 when pack theyre operated it has a inappropriate purchase for my niece who was visiting this is the follow up complaint to this previous one tracking number ******** And of course you cant speak to one directly they wanna do everything by email, which is very annoying since I have low vision and disability So I had tried to measure my end, but they dont seem to be willing to work with me

  Business Response

  Date: 03/08/2025

  As we have already communicated to the customer, since they have violated our TOS policy their account had been suspended. As a courtesy, we have un-suspended the account allowing the customer the ability to view any past purchase content. However, the ability to purchase any content moving forward has been permanently disabled. This decision is final. If the customer would like more information they can visit our website terms of service. We hope this information helps.

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I participated in a free trial for Fandango's FanClub. Ultimately, I deemed the service not worth the cost and canceled one day after the free trial expired. Fandango charges three months up front for the service, but after I canceled the membership on the first day, without any express warning at the time of cancellation, Fandango's site informed me that my benefits would expire one month later. I reached out to Fandango to rectify the situation, and offered two solutions: either reinstate the three months of benefits I had already paid for (as I wasn't aware canceling the subscription to prevent future charges would terminate benefits that I already paid for) OR refund me the two months of benefits they were now withholding. Fandango responded that they could offer no refund or partial refunds and that was their entire response.

  Business Response

  Date: 02/26/2025

  As the customer stated they cancelled the membership one day after the free trail, therefore, the customer was charged for the service. Unfortunately, we are unable to grant the customer request for this reason. We hope this information helps. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22989841
  
  I am rejecting this response because:

  I paid for 3 months of the service up front and they have provided me with 1 month of the service. 

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/26/2025

  We would like to direct the customer to the terms and conditions regarding charge, in which they agree to when signing up. After the free trial the customer will be charge for three months. This information can be located via our website. We hope this information helps. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22989841
  
  I am rejecting this response because:

  They've just admitted that they've charged me for 3 months of service, but my membership profile clearly states they plan to end my service benefits after 1 month on March 21. They didn't provide me any written notice that they would terminate my benefits after 1 month when I canceled, which I did to prevent from incurring a fourth month of charges, not to end my membership 2 months earlier than what I paid for. I assumed that because I'd paid for three months of service that they'd provide my benefits through the three months period that I paid for or pro-rate me and return the two months. Nowhere did it say that when I canceled I was forfeiting two months of a subscription I already paid for. Had there been ample warning of this, I would not have canceled until the end of the three months. This is a clear cut example of fraudulent and deceptive business practices.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested movies to be deleted but noticed some movies were wrong I request that email be disregarded. After several days I started a new support claim to delete movies but they used the old email. 5 movies were not on that list I sent. I even got an email asking if I am sure and sent a response saying yes here are the movies I am requesting and none of these 5 movies were on it. I want the 5 movies I did not request back or a my money back to buy them back.

  Business Response

  Date: 02/26/2025

  After further review, we are unable to grant the customer's request.  The customer reached out request title deletion and had provided a detail list of titles that needed to be deleted. The agent had re confirm the list and the customer had agreed to those title to be removed. Compensation nor replacement will be provided. 

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  || PREDATORY BUSINESS PRACTICES ||Asked to refund ticket before showtime. Did not refund.Asked after showtime because I saw it was not refunded.Would not refund after showtime even though ticket was unused. That's stealing from me.Gave me a 5 dollar reward for 500 points after accruing them.Would not allow me to learn of movie details before selecting movie.I went into email, saw reward, signed in, clicked on ONE poster to learn more details on what the movie was about because there were not details posted on the movie on the site when hovering over movie poster, or inside after clicking on movie poster, and it generated a code for that movie only without knowing what the movie was ******************************** is totally unusable. The website is constantly crashing causing customer to lose credits and **********************.

  Business Response

  Date: 02/19/2025

  We appreciate that you have taken the time to provide your suggestions. We are constantly updating and enhancing our services based on the valuable feedback we get from customers like you. We have forwarded your email to the appropriate department for their consideration and review.
  
  Thanks again for your feedback and for making Fandango your choice for online movie tickets.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22964000
  
  I am rejecting this response because:

  It gave no resolution to the Predatory business practices used by Fandango Media LLC that was forced upon me as a customer.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/20/2025

  We would like to direct the customer to our terms and condition posted on our website if more information is needed. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22964000
  
  I am rejecting this response because:

  Company offered no resolution to predatory business practices outlined by me.

  Would not give refund for ticket when calling before showtime. Would not give refund after showtime either.

  Gave me 5 dollar movie reward for 500 points. Would not tell em details of movie before clicking on movie poster. When clicking on movie poster, it generated a code that locked me into that movie. By not informing customers of what ******************** is about before redeeming I was unable to make an educated decision on what I wanted to watch. I selected no option to redeem, only a movie poster I clicked through assuming information about the movie was on the next page, since no synopsis or summary of the movie was provided to me before clicking through on poster which hen fandango assumed wrongly that they should force me to accept that one movie based on my click without knowing any information about the movie. That is also predatory.

  
  Sincerely,
  
  **** ****