ComplaintsforStudio Movie Grill Seminole

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to see Poor Things last Sunday, 01/21/2025 with my friends.We experienced multiple service issues during our visit.First, we had placed orders for our food. Only one of our party was served their food. We waited at least 30 minutes to ask where our orders were. The server told us they had some kind of internal error, then placed our orders again.We finally get our food. Then, once we get our bill, we notice we had both been double charged.I spoke to the manager the day of the issue. I was refunded while physically at the theater and handed a receipt showing I was refunded.Then, when I checked my credit card statement today, I noticed that someone at Seminole Movie Grill went ahead and charged me again for the full amount after I left.The amount they charged me for again was still the incorrect, double charged amount.This is the second time I have had this exact same issue with this location.This is fraudulent behavior and I want to report it to other members of the public. Seminole Movie Grill needs to make sure they refund me the $38.12 I was charged.Dishonest business and very poor service.

  Business response

  01/30/2024

  This is the first we have heard from this guest about an overcharge to their account. They did not make an attempt to resolve the issue at the location. We would be more than happy to assist the guest and refund any money that was processed in error. However, we find that 95% of these are due to the consumers bank holding the funds as a "pending charge" and that duplicate charge falls off within 5-7 business days. Only one charge is authorized on our end. Unfortunately, we have seen higher numbers of these cases in smaller banks and credit unions that will hold a pending charge. We cannot control this on our end, each financial institution has ow policies on this. Without properly having the transaction number in front of me I cannot research to see if this is the case in this instance. I would ask the guest to email ************************************************************************************************** or call the location directly ************* and speak with General Manager ******************* if the transaction is indeed no longer pending so we can investigate this further and get the guest refunded properly. 

  Thank you,

  ***********************

  Director of Operations 

  Studio Movie Grill

  Customer response

  01/30/2024

   
  Complaint: 21191513
  
  I am rejecting this response outright, because it is dishonest and lacks anything resembling actual accountability from this place.. 

  As previously explained, I ALREADY SPOKE TO THE MANAGER while in the theater, on the *** OF THE INCIDENT. The manager was male, wore glasses and had a septum piercing. He brought me copies of my refund receipts and assured me that my issues had been resolved. This was Sunday night

  Then there were NEW charges posted the next business day. 

  I had my two friends with me during the movie that Sunday, and they both experienced EXACTLY the same issue. My friend *** has also had to dispute ADDITIONAL charges on her statement.

  These are not holds. We absolutely understand the difference. I don't appreciate being spoken down to when I have raised valid and specific concerns about your business and your poor service. 

  This business is clearly just going to make more excuses. I am already in the process of disputing the charge with my credit card company.

  Your blatantly dishonest business practices are well documented on public review websites. 

  I mainly came here to warn the public to avoid this place. I certainly will never return, regardless of how this issue is resolved. 

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

  Business response

  02/03/2024

  As mentioned, we would be more than happy to assist you with the refund should an error have occurred, and you were in fact double charged. This has to happen at the location level, I cannot investigate or process a refund via this forum as I cannot ask you to share you CC info. This has to be done in person for security reasons. I do understand that you spoke with the manager that day, and I am also aware we did have a system outage. An error absolutely could have occurred. However, we have not been notified at the location of your overcharge after that day you mentioned. I am not dismissing your claim. If there is an issue with your charge we will resolve it, but I need you to visit the location or contact the ** ******************* at the contacts provided ************************************************************************************************* or *************. As previously mentioned, small banks and credit unions hold the original charge (which falls off in a set amount of time they control) and process a secondary charge. This something we cannot control and is the length depends on the financial institution. Agin, if you are seeing an actual double charge showing both charges processed, we will be more than happy to investigate and refund the charge, but this needs to take place at the location. Our business prides itself on its ethical practices and being an ***** in our community servicing 250K guests alone in 2023. We DO NOT practice unmoral activities as you have accused of doing. Once again please bring any items that you need investigated or refund to our location so we can do so properly. Have a great day.

   

  ***********************

  Director of Operations

  Customer response

  02/06/2024

   
  Complaint: 21191513
  
  I am rejecting this response because:

  You clearly did not even read what I said in my response. As previously stated I did not use my debit card, I use my credit card. There is no issue with a hold. As previously explained I was fully refunded on site in person by your manager with the septum ring male on that sunday. The issue here, and the reason I reported you to the better Business bureau is that I was refunded in person and then later saw charges pop back up on my card over 24 hours after the date I was there and was refunded in person. My friend had the exact same issue and that is not an accident. You could start by apologizing instead of being defensive. I absolutely reject this response and do not accept what you are saying because you clearly have not even read in full what I said previously. Please stop wasting my time. If I see these charges on my card again, I'm going to escalate this to something more serious. Please just do me a favor and get your s*** together over there and stop double charging people and playing games with our money. I have already warned everybody I know personally never to go to your location again and will continue speaking out on any platform available to me about your business practices.

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

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