ComplaintsforEmagine Entertainment, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On June 29th my family purchased tickets to see a movie at an Emagine Entertainment. When we arrived at the theater, we were informed that due to a projector issue, the showing would not happen. I was "refunded" for the tickets, however, this did not include the 'service fee' totaling $6 to order the tickets. Now, this is a relatively inconsequential amount, but it would seem that this fee, multiplied out by all the times this occurs, could be quite an issue. Emagine are charging a fee for services they do not actually deliver (cancelled by them, not by the consumer). I spoke with the local theater and they stated this cannot be refunded because it is charged by a third-party. Ignoring the irony of the charge being a "service fee" when the theater literally did not provide the actual "service", nowhere on the companies site does it state that service fees are non-refundable (though I would question the validity of that policy anyway). I also can't imagine how the fee being charged by a third-party absolves them of the requirement to deliver the service or refund all charges.I am requesting a refund of $6 is service fees. The company should additionally re-evaluate their policies for compliance with consumer protections.Business response
07/04/2024
Dear ******************,
Im sorry about this experience that you had at Emagine ***********. Unfortunately, our theater is not able to refund a service fee, but we are escalating this with our Executives to see if we can find a way to refund these service fees. When you reached out to us via email, we did offer to mail you a free popcorn or soda to cover that $6.00 fee that you paid on the website. We did not receive a response back from you, but we would be more than happy to mail that out to you still, we just need your home address. Please feel free to email us at *************************************************************** so we can assist you further.Customer response
07/05/2024
[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 made by the business in reference to complaint ID ********, and while the theaters response does not really resolve the issue, I was able to reach out to my credit card issuer and have the service fees refunded through them. My hope is this complaint serves to prompt this business to change their policy overall, as all the other moviegoers who had tickets to that show were also shorted their service fees, but since I personally have been made whole this complaint can be closed.
Regards,
*************************
Initial Complaint
03/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
For the third time in a row I have not received the product I have paid for. Purchasing food which they deliver to you once you are inside a show, they continuously skip items that you have paid for. On 3/30 my entire order was not delivered. Upon speaking to the manager (a young blonde woman on a scooter) she told me sorry and to have a nice day. If I am one person who can be charged for items on three random visits, how much are they taking every single day from customers who dont want to get up and leave a showing they paid for to ask for the product they paid for?Initial Complaint
12/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I'm the **** of students at ****************** in ******* ********. I've planned field trips many times with Emagine over the years and never had a problem. However this experience has been a terrible one. First on November 21st I booked a fied trip for 300 hundred students..I had 5 buses...The trip in total was over ***** dollars. When the students arrived at the theater they had no record of us even coming. Then when we rescheduled for Friday December 2nd the movie projector wasn't working....This is the second movie in a row that we weren't able to see.. We have spend ***** dollars on transportation....Emagine has always been great to ******************, I'm not sure what's going on now....Business response
01/03/2023
Thank you for providing complaint ID ******** to us.
****************** reserved a school group rental at Emagine Novi on 11/21/22. Unfortunately, the theatre was not made aware of the rental by the sales manager over the account. We apologized for the miscommunication, spoke to ***** Academys principle, and offered a complimentary future rental for the mishap. We were grateful for ***** Academys understanding and accepting the complimentary rental.
****************** returned on 12/2/22 to watch the movie Devotion. To our teams knowledge, ****************** left satisfied. Rental fees were waived.
I ******************************** reconsiders their faith in our company. The sales/account manager at this location has since been retrained. I am confident this issue will not repeat itself.Initial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Tried to cancel booking WM686S4 two days prior to showtime. Booked the wrong theatre. Followed directions to the emagine refund webpage and enter all info. Received errors on mobile and desktop when trying to issue a refund. Called representative at Novi and they mentioned the only way is to come in person.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.