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Complaint Details
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Initial Complaint
07/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello,I am writing to express my disappointment with our recent experience at your theater. My family of five (my wife, our three kids, and myself) came to see "Despicable Me" in IMAX. We initially purchased tickets for the 5:05 PM IMAX 4D showing in Theater 2 but were mistakenly given tickets to Theater 12. After scanning in, we realized the mistake and returned to correct it. Unfortunately, by that time, it was too late for the 5:05 PM show, so we opted for the 6:05 PM show instead. To our surprise, we were asked to pay an additional $40 due to the higher cost of the later showing, despite the error being on your end.To make matters worse, when we entered the theater, we discovered that the air conditioning was not working, and this information was not disclosed to us beforehand. Enduring this situation with three kids was extremely frustrating. Additionally, the theater environment was far from welcoming: the concession stands were dirty, and our seats were not properly cleaned.Your cinema advertises "Luxury is standard," but our experience was anything but luxurious. Between the poor customer service, lack of AC, dirty concessions, and the significant amount of money we spentalmost $200it was a highly disappointing visit.Given these circumstances, I believe a refund is warranted. I hope you will address these issues promptly to prevent other families from having a similar experience.Thank you for your attention to this matter.Sincerely, Casimir
Business response
07/29/2024
Hello,
We have contacted the customer and resolved the matter to the customer's satisfaction.
Thank you,
*************************
Customer response
07/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/28/24, I went to the movies with my 15 year old and 11 year old. We bought our tickets online through ********. We arrived at the movie theater 15 minutes prior to the start time to purchase some snacks. There were 42 people on line with one employee at the counter. When the 15 minutes ran out and the line barely moved, we decided to go to the Nathans counter to just get a soda. The other concession counter was closed. We each asked for a soda and were only given 2 choices: Sprite or Hawaiian Punch. When I asked if I could have soda from the other machine, that had different choices, the employee stated the machine has been broken for years. The working machine only had Sprite and Hawaiian Punch. When we got to our seats, the seats were sticky along with the food tray that is attached. We were grossed out watching the movie and it made our experience completely unenjoyable. If my boys really didnt want to see the movie, we would have left. We were extremely disappointed.Business response
06/05/2024
We have contacted the customer and resolved the matter to the customer's satisfaction.
Thank you.
Initial Complaint
04/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had subscribed to showcase subscription plan but the wrong plan was subscribed. I subscribed to 3 people 2 movies but I wanted single person 1 movie plan instead. I had contacted showcase on instagram they said they would have back office reach out. Its been over a month no one had reached out to me at all. I was charged again in April for the wrong plan. 4/20/24 was our first visit to the theater in ******, ** and the experience was less than pleasant, I was not able to enjoy the movie due to the fact that the manager at the concession stand not knowing the policy of the coupon for the subscribe members. First the manager *** told me the concession coupon cant be used in person, when a barcode was presented to him it clearly says use it in the theater. Then he said it could only be used once without knowing we had 3 coupons total and only one was used. It turned out the problem was only the first coupon was being scanned, You would think the manager knows how the concession coupon works, but thats clearly not the case, Im asking to have the unused subscription refunded from last month since they didnt correct my subscription and to have the overpayment refunded from the concession purchase.Business response
04/22/2024
We have contacted the customer and resolved the matter.Initial Complaint
03/14/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
FEB 5, 2023 SIGNED UP FOR SHOWCASE SUBSCRIBE, THE ONSCREEN ADVERTISEMENT STATES WITH THE PROGRAM YOU GET BASICALLY 2 MOVIES A MONTH FOR THE ***** OF 1. I SIGNED UP FOR THE 2 MOVIE PACKAGE AND THAT SHOULD HAVE GIVEN ME 4 MOVIES A MONTH (2 PAID FOR AND 2 FREE) IN FEBUARY I RECIEVED 3 MOVIES ON MY ACCOUNT NOT 4 MOVIES. IN MARCH I RECIEVED THE SAME 3 MOVIES OF THE 4 AS ADVERTISED. IM PAYING $19+ FOR THE PROGRAM AND NOT RECIEVING PROMISED FREE MOVIES. *** TRIED CALLING THE HEAD OFFICE FOR ************* AND GET ANSWERING MACHINE I LEFT SEVERAL MESSAGES AND NO REPLY. I FEEL THE MAMAGER AT THE SHOWCASE CINEMA LOCATION I GO TO GAVE A COMPLAINT NUMBER THAT IS NOT ANSWERED OR REPLIED TO. I WOULD LIKE TO GET THE PRODUCT I HAD PURCHASED 4 MOVIES FOR THE ***** OF 2 AS ADVERTISED. I ASKED LOCATION MANAGER TO LOOK AT ADVERTISEMENT OF SCREEN AND HE REFUSED TO GIVE A EXPLINATION AS TO WHY I RECIEVED ONLY 3 MOVIES AND NOT 4. HE TOLD ME TO CALL REGIONAL OFFICEBusiness response
03/21/2023
We have contacted the customer and discussed the subscription product purchased. The customer has indicated a desire to continue with the subscription. Additionally,we have reviewed customer facing marketing materials to ensure clarity of/for the product offering.Customer response
03/21/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The onscreen advertisement state ( I can see 2 movies a month for basically the price of 1. I pay $19.95 @ month. Movies cost regularly $12 each. So we're is it basically the price of 1 movie to see 2. I should be getting 4 movies a month
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
04/03/2023
Hello,
The customer has signed up for an individual plan allowing one guest to see up to three movies a month for $19.95. Our least expensive evening adult ticket in a premium format is $17.00. Three movies at our premium admission price is $51.00. The $19.95 Showcase Subscribe plan price is 61%cheaper than the premium price for non-Showcase Subscribe ticket purchasers.
Our advertising spot has three testimonials with this script:
Testimonial One: I really love the subscribe program because I get to see two movies every single month for basically half the cost.
Testimonial Two: If you see one movie it basically pays itself off.
Testimonial Three: Its been fantastic. My kids love it.
None of the scripts mention a two for one deal. The first script mentions half the cost.The customers chosen plan would allow him to save more than half the cost when purchasing three premium adult evening admissions over the course of a month.
Our Terms and Conditions as well as our FAQs also clearly explain how the subscription plan is structured.Thank you,
***
Initial Complaint
09/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased tickets to see The Woman King on 9/17 on the Starpass/showcase website. I selected the last showing of the night, 10:20PM at the ***************, ** location. I arrived to the entrance door a little later than 10:20PM , and their doors were locked. I tug on every door there and could not get into the building. There were about 4-5 employees at the concession stand and no one sitting at the front desk. *** noticed a few employees acknowledged my presence at the door but did not provide me with any assistance. Frustrated, I end up calling the ***** number provided on site and tired to follow the ridiculous prompts but couldnt get touch with the actual store. After a couple more minutes, I finally located their number online. I called and it was 10:50pm by this time. I want to say that it rang for at least 4 minutes until someone answered. I was told that doors are locked after 15 minutes of the last showing. I told her I arrived before 10:30PM but she still insisted that they locked the doors at 10:35pm. She offered to open the door for me but it was almost 11:00pm and I missed a little bit of the beginning of the movie. Their website says the hours are from 11am-11pm. The experience was unpleasant. I purchased tickets online and drove to theater and couldnt even enter the building with a PAID ticket. I received no apology from staff and they processed a refund.Customer response
09/30/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
07/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased "The Human Trial" -- a documentary on Showcase Now. Viewing is only available for 48 hours. The download was not viewable on iPhone, app, laptop, desktop computer, or TV, despite meeting all of the system requirements. https://showcasenow.showcasecinemas.com/page/how-to-watch/https://showcasenow.showcasecinemas.com/page/help/We contacted them twice via email and did not get a response. I contacted the filmmaker who said I have to contact the platform.Customer response
07/19/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
02/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two movie tickets for my kids to watch an "R" rated movie. I entered the theatre with my boys and purchased the movie tickets for them. I was told that they could not watch the movie unless I watched it with them. This makes no sense. I am giving them permission and buying them the tickets but they also forced me to watch it with them. This policy makes no sense. They did not try to purchase them on their own or without my permission. Obviously, they had my permission but they still humiliated me into staying with them. They made me feel like a criminal because I didn't feel the need to babysit my teenage boys.Business response
02/28/2022
We have resolved the matter by contacting the complainant and offering compensation that was accepted.
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.