Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Membership issue - over a month ago my husband and I went to book tickets and realized our membership was downgraded from platinum to silver. We had no clue why. After several attempts to contact we got down to the bottom of what occurred in an email from ******** ******. We replied immediately and days went by without a response. We called and left several voicemails at Courtneys direct number with no return call. She finally responded after about 2 weeks and basically said due to the wildfires in CA my issue was not important and would get back to me whenever she can. Because the wildfires were more of an urgency I replied via email with the proof she requested. That was about 3 weeks ago and still no response or return call. As I do understand the severity of what was going on in CA that response didnt sit well with me as my brother in law was actually helping put out these fires and was able to respond to calls, emails, texts and ******** is in ** nowhere near the fires. Im still a bit annoyed that a business can IGNORE a long time customer for over a month. At this point we no longer will patronize ipic. **. We are also having issues canceling a secondary membership we started thinking this situation would be cleared up quick.

  Business response

  02/10/2025

  Thank you for reaching out and for your loyalty to **** over the years. We truly appreciate your support and regret any frustration youve experienced.
  
  After reviewing your account,we confirmed that your Platinum membership was downgraded because a dispute was filed with your bank regarding the membership renewal charge. When a dispute is initiated by a cardholder, our system automatically adjusts the membership status, and we are unable to make any changes until the bank reaches a resolution. Unfortunately, banks take time to process and update us on disputes, and we can only proceed once we receive the final resolution directly from them. As soon as we received confirmation that the dispute was resolved,our team updated you the same day 01/29/2025.
  
  We understand your concern about the timing of our response. During that period, the aforementioned team member was assisting with guest safety efforts related to the California wildfires, which had a significant impact on our theaters and employees in that region. Please know that we value every members experience and never intend for a delay to feel dismissive.
  
  Since we have record of our team updating you on the resolution of the dispute filed, please let us know if theres anything else we can do to assist. Additionally, we confirmed that automatic membership renewal is turned off for the second account created under ******************* so you should be all set.
  
  Again, we sincerely appreciate your loyalty and support, and we hope to move forward positively.Thank you. 

  Customer response

  02/21/2025

   
  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,
  
  ******** And ****** ****

• Initial Complaint

  01/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have already lodged a few complaints with the customer service team at ****, but unfortunately, it seems that my issues are far from being resolved. I have been experiencing difficulties logging into the website to purchase tickets, and it appears that this technical problem is now preventing me from accessing the site altogether. This is incredibly frustrating, as I was keen to continue buying tickets in order to maintain my status as an elite platinum member. However, it seems that the system is working against me, with others seemingly able to monopolize movie ticket slots in order to secure their own elite status. I find myself growing increasingly angry and disheartened by the whole situation. It is disheartening to feel like my loyalty and patronage are not being valued or rewarded by the company that I have supported for so long. I hope that this issue can be resolved soon so that I can continue enjoying the benefits that come with being an elite platinum member at ****.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  9/13-Houston Location Ive always went to **************, since I was visiting ******* area I decided to try a new theatre to watch a movie, which was IPIC. Ive never been here before and the experience Ive gotten so far was terrible and still havent seen the movie! I booked a reservation online for a movie, right after the reservation was paid, I got the email and noticed the day was wrong but correct time. I went online to cancel and it directed me to contact a representative. So I called this location less than 2 minutes after I paid to explain things to the staff to just get a refund. They told me I couldnt get a refund because it needed to be canceled an hour before the start time. I literally called right back after I paid so there wasnt any time that went by. I asked to speak with a manger they refused to let me speak with a manger because it was stated, issues that are already stated in the policy dont get escalated. So then I asked to speak with a manager to report the customer service I was given and she refused to let me speak to a manager and told me there wasnt a manger on duty and hung up in my face. I still havent seen a movie I spent $52 on and was refused a refund or to speak with higher authority due to my treatment. I would like a refund not an apology. Ive never experienced this terrible service with *** Theatre's. This is ridiculous. Just taking people money

  Business response

  09/17/2024

  Thank you for sharing your concerns with us. We take feedback seriously and appreciate the opportunity to address any misunderstandings directly.
  
  As outlined in our Ticket Purchase & Return Policies, cancellations can be made up to 1 hour before the scheduled showtime. In your case, your booking was made at 10:07 PM for a 10:45 PM showtime, which falls within our non-cancellable window. All guests must agree to this policy before finalizing their purchase. We have included this below for your convenience:

  "Movie tickets are refundable until one (1) hour before the advertised showtime of the applicable screening. To return a ticket purchased in-theater, please visit Guest Services at the applicable IPIC location. If you want to cancel a ticket purchased online, please visit www.ipic.com/support/manage-reservation. No refunds will be provided for any ticket to a screening scheduled to start within one (1) hour."
  
  At 10:32 PM, you contacted our theater, and although your booking was within the non-cancellable period, our team went above and beyond by accommodating a change to the following day, as you indicated you had intended to book. As explained during the call, this was a special accommodation, and refunds cannot be processed outside of our policy. Regarding your concern about being hung up on. After thoroughly reviewing the situation, we can confidently say that our team handled the call professionally and no disconnection occurred on our end.
  
  While we stand by our booking and cancellation policies for operational efficiency, we value your patronage and hope you’ll give us another chance to provide the IPIC experience in the future. Thank you. 

  Customer response

  09/18/2024

   
  Complaint: 22286207
  
  I am rejecting this response because:
  
  Sincerely,
  
  Raven Mulwee

  Customer response

  09/18/2024

  I literally booked this movie and requested to cancel less than 2 minutes after the booking! After being stuck in traffic I knew I wouldn’t be able to make this show. I still never seen the movie, I was visiting this area. Yes they switched the movie time, but I still wasn’t able to see the movie because I left back home to, Kansas City, at 9am the following day. The associate did not speak with me when changing the time, it was my boyfriend speaking with them, your business should be able to confirm that since you’re confirming your associate didn’t hang up on me during the call, which is false. Your company never spoke with me directly and got my consent or confirmation that I agreed to switch the movie time. I would like a refund, in exchange I will never return to your movie theatre, in which I never came to your establishment to see this movie. Again, your policy is ridiculous paying for a movie I never seen and still attempted to cancel right after my booking. I will never recommend this movie theatre to anyone. I lost $52, never seen the movie and your refusing to return the refund. This is outrageous. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with my recent experiences at the **** movie theatre. I have been a loyal patron for many years, but my most recent visits have been incredibly disappointing.On two separate occasions, I have encountered significant issues during my movie-watching experience. Firstly, I have consistently found dirty, crusty blankets on multiple occasions during the same visit. This is a basic hygiene concern that should be addressed promptly. Secondly, the food I have ordered has often been served lukewarm or incorrect, significantly detracting from my overall enjoyment of the movie.I have attempted to address these issues directly with the theatre staff, but unfortunately, there has been no follow-up or resolution. It is disheartening to feel as though my concerns are being disregarded.I have already filled out the complaint form on the **** website and provided my information to the front desk staff in the absence of the manager. However, it has been over a month since these incidents occurred, and I have yet to receive any acknowledgment or response.

  Business response

  10/01/2024

  Guest has been contacted and issue resolved - case closed

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have worked tirelessly to reach the level of platinum elite membership, and it is a recognition of my dedication and commitment to your company. I believe that I have earned the right to hold onto this prestigious status indefinitely, as a symbol of my loyalty and hard work.To have my membership taken away from me would be a tremendous disrespect, not only to me but also to all of the effort and time that I have invested in being a valued member of your organization. I refuse to be silenced in this matter, as I believe that my voice deserves to be heard and my concerns addressed.I will not rest until my platinum elite status is reinstated, and I will continue to speak out until my message reaches the highest levels of your leadership. It is not just about the title or the perks that come with being a platinum elite member, but it is about the principle of fairness and the recognition of my achievements.I implore you to reconsider your decision and to recognize the value that I bring to your organization as a loyal and dedicated member. I will not stop fighting for what I have rightfully earned, and I will continue to advocate for myself until my voice is heard and my status restored.

  Business response

  08/26/2024

  Hi BBB,

  We are happy to respond to both complaints. However, I have noticed that the same guest has submitted the same complaint from two different email addresses. Could you please clarify if submitting the same complaint from multiple email addresses is permitted? It appears that they used their full name in the first submission and initials in the second.

   First - #******** Second - #********. 

  Thank you for your assistance.

  Business response

  08/26/2024

  Thank you for being a dedicated member of IPIC since 2017. We truly appreciate your loyalty and support. As we discussed in our recent customer service message, I want to reassure you that we have thoroughly reviewed your account and can confirm that your current Gold status accurately reflects your movie attendance during the previous membership term (July 21, 2023 July 21, 2024). As you did not reach the 25-movie threshold required to maintain Platinum or the 50-movie threshold required to maintain Platinum Elite, your status was reset to Gold for the current term. We have included the full breakdown of your movie purchases below. If you made any bookings while accidentally logged out of your account and there is a film you saw that is not listed in the breakdown, please let us know. We will make sure everything is properly recorded and counts towards your membership benefits.
  
  For your reference, I have included a detailed breakdown of your movie purchases during the last membership term.
  
  Membership Term July 21, 2023 July 21, 2024
  2 Insidious: The Red Door
  2 Talk to Me
  2 Thanksgiving
  2 Anyone But You
  2 Out of ********************************************** Ride or Die
  
  Additionally, Ive included a link to our membership terms for your convenience: www.ipic.com/membership-terms. I have also attached pictures highlighting the relevant section that outlines the ticket requirements for maintaining or achieving membership levels, specifically the 25 tickets needed for Platinum status and 50 tickets for Platinum Elite status. Please review these documents to better understand the qualifications for each membership level.
  
  If theres anything else we can assist you with, please let us know. Thank you for your understanding and continued support.

  Customer response

  09/03/2024

  I sent you my status 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since 2017, I have held the esteemed title of gold representative within the esteemed organization of ****. Within the company, I am aware of the various levels of status, including gold, platinum, and platinum elite. In an effort to boost my status, I have been attending the theater more frequently. However, I have encountered an issue twice now where, despite purchasing a sufficient number of tickets to move up a level, the system has failed to recognize this. The first occurrence was due to an IT glitch, but today (8/24), the issue persists without a solution in sight. It appears that the only remedy is to start the process from scratch. What is the status of the money I have spent? I have already paid my dues, so why am I required to continue purchasing admissions? This seems like a scam. One will never reach the desired level of satisfaction. It appears that one will never be content. I feel as though I have been cheated for all these years. It is unjust. I have wasted a significant amount of money with the belief that I would maintain my status. This is concerning. Interestingly, I recently bought a ticket for September and noticed that my account was downgraded to gold, resulting in the loss of points and money. When I contacted the customer service representative, they claimed that the last ticket or visit was in 2022, despite the fact that I purchased tickets for a film in June 2024. Two years ago, they considered it resolved, but now they attribute it to the system. I am greatly disappointed and appalled by the actions of the company. I demand justice. Furthermore, I have been a loyal customer for many years, and this is how I am treated. My opinion of Ipic is starting to sour.

  Business response

  08/26/2024

  Thank you for being a dedicated member of IPIC since 2017. We truly appreciate your loyalty and support. As we discussed in our recent customer service message, I want to reassure you that we have thoroughly reviewed your account and can confirm that your current Gold status accurately reflects your movie attendance during the previous membership term (July 21, 2023 – July 21, 2024). As you did not reach the 25-movie threshold required to maintain Platinum or the 50-movie threshold required to maintain Platinum Elite, your status was reset to Gold for the current term. We have included the full breakdown of your movie purchases below. If you made any bookings while accidentally logged out of your account and there is a film you saw that is not listed in the breakdown, please let us know. We will make sure everything is properly recorded and counts towards your membership benefits.
  
  For your reference, I have included a detailed breakdown of your movie purchases during the last membership term.
  
  Membership Term July 21, 2023 – July 21, 2024
  2 “Insidious: The Red Door”
  2 “Talk to Me”
  2 “Thanksgiving”
  2 “Anyone But You”
  2 “Out of Darkness”
  2 “Drive-Away Dolls”
  2 "Bad Boys: Ride or Die”
  
  Additionally, I’ve included a link to our membership terms for your convenience: www.ipic.com/membership-terms. I have also attached pictures highlighting the relevant section that outlines the ticket requirements for maintaining or achieving membership levels, specifically the 25 tickets needed for Platinum status and 50 tickets for Platinum Elite status. Please review these documents to better understand the qualifications for each membership level.
  
  If there’s anything else we can assist you with, please let us know. Thank you for your understanding and continued support.
  

  Customer response

  08/26/2024

  It is disheartening that despite my efforts to achieve the highest level of membership, I am subjected to a downgrade to the lowest level. The status of a member should not be reset under any circumstances. Additionally, I am displeased by the inaccurate statement made by a representative of your company regarding my last visit in 2022.
  
  The difficulty in attaining and maintaining a (25) or (50) ticket status, coupled with the inability to retain platinum elite status, is frustrating. I have invested a significant amount of money to reach and sustain this level, only to be reset to gold. I am frustrated by the lack of consistency in membership statuses and I implore you to consider merging the memberships into one tier to ensure fairness for all members. 
  
  I believe that Ipic should prioritize customer satisfaction and make adjustments to better accommodate loyal customers like myself. It is unfair to make it challenging for customers to maintain their level and receive discounts. I find it disappointing that my efforts to maintain my status are not recognized.

  Customer response

  09/25/2024

  I have been a member since 2017. I am inquiring as to why it is indicated that I became a member in the year 2024. I remain dissatisfied with the membership levels offered by Ipic. I would prefer not to have to restart my membership. I find the membership guidelines of Ipic to be subpar. I have been paying for all customers, with the assumption that they would be able to retain their Platinum elite status.

  Customer response

  10/16/2024

  You didn’t fix my membership since 2017!!!

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My colleagues purchased $230 gift card for me for my retirement from UCLA ****** of ********* The website clearly states gift card is valid for restaurant. The manager of the restaurant said he had to decline the card due to fraud and embarrassed me in front of my colleagues. It was humiliating

  Business response

  07/14/2024

  Case has been resolved - 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a movie ticket and noticed it was the wrong location. I called not even 5 minutes after booking to try to cancel. Nobody would answer no matter what option you press. I left two messages and never heard back. The website said it couldnt find the reservation until a few minutes before the reservation time. Total scam

  Business response

  04/04/2024

  Thank you for sharing your concerns with us. We take feedback seriously and appreciate the opportunity to address any misunderstandings directly.
  
  Our policy allows cancellations up to 1 hour before the showtime.Unfortunately, in your case, the booking was made within the non-cancellable window, as outlined in our Ticket Purchase & Return Policies. Our system operated correctly by preventing a cancellation outside of our policy. All guests must agree to this policy before finalizing their purchase. We have pasted below for your convenience:
  b. Movie tickets are refundable until one (1) hour before the advertised showtime of the applicable screening. To return a ticket purchased in-theater, please visit ***** Services at the applicable IPIC location. If you want to cancel a ticket purchased online, please visit www.ipic.com/support/manage-reservation. No refunds will be provided for any ticket to a screening scheduled to start within one (1) hour.
  
  To minimize errors during the booking process, we've implemented a confirmation step where guests must verify their selected location before proceeding. We've attached images highlighting this feature.
  
  Regarding your attempt to contact our theater team for assistance, we apologize for any inconvenience caused. We strive to be available to assist our guests over the phone, however, we cannot guarantee immediate availability as our team may be engaged in assisting guests in person. We want to reassure you that had our guest services team had been available to assist you over the phone, they would have upheld our policy.
  
  While we stand by our booking and cancellation policies for operational efficiency, we genuinely apologize for any inconvenience this situation may have caused. We value your patronage and hope to see you at the movies again soon! Should you require assistance with future bookings, please don't hesitate to contact our customer service team directly via Contact Us on www.IPIC.com.Thank you. 

  Customer response

  04/04/2024

   
  Complaint: 21511850
  
  I am rejecting this response because: 

  Only a dishonest business would try to get over on their own customers over cancellation 5 minutes after booking. Any business that operates ethically would not continue to unfairly charge a customer. I will never go back to ipic after this experience despite being a customer for 7+ years. 

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The movie theaters air conditioning broke and then they over charged me for food which I could not enjoy bc of the heat in the theater.

  Business response

  03/21/2024

  Tickets have been refunded - the guest was very disrespectful and cursing at our staff - This person is not welcome back in our theaters - case closed.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After moving to ******, **, where there are no IPIC theaters, I have been looking to cancel our IPIC Silver membership as we no longer wish to pay the annual membership fee. While they make it seem like you can cancel online, there is really no way to do so. Within their ******************* this link **************************** is provided in the cancelation paragraph. However, when you go to that page there is no way to cancel. I want our membership canceled prior to any recurring membership charges please.

  Business response

  03/18/2024

  Thank you for reaching out to us regarding your IPIC membership. We understand that youve recently moved and no longer wish to continue your membership with us. We want to clarify that our Silver membership is complimentary and does not involve any annual membership fee. We see that you were a paid Gold member with us in the past, and the last membership fee you paid was in early 2021. We've opted you out of our email communications, so you won't receive any further emails from us. However,we do hope that you'll visit us at our Fairview location, now the closest to you. 

   Please let us know if we can further assist in any way. Thank you! 

  Customer response

  03/19/2024

   
  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,
  
  *************************

*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. ↩