ComplaintsforCinemark USA, Inc.
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Complaint Details
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Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have contacted Cinemark via email and phone. I purchased with 2 different transactions on June 5,6, and 24 for Despicable Me 4. Hurricane ***** hit our area and the movie theatre did not have power. I could not request a refund, but the movie theatre would not connect to the application. I have contacted Cinemark 3 times and no one can tell me why I havent received a refund for a service/ entertainment that I did not get to do.Customer response
07/23/2024
Hello- Cinemark contacted me directly today and did the refunds. Thank you for your help.Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
As a ********** resident I am trying to exercise my right to deletion of my personal information. It was difficult to find the page to submit a request but once I found it, I submitted the request. It requires email verification but when following the link in the email to verify, it sends one to a page with a broken and empty form missing all text and labels. This is clearly broken and it does not appear anyone has noticed. As a result I am not able to exercise my CCPA right to deletion.Business response
07/16/2024
****** previously submitted a Contact Request form notifying us about this issue and requesting to have the account deleted. We did successfully delete his account and notified our web development team regarding this issue. We have notified ****** that his account has been successfully deleted.Initial Complaint
07/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have two platinum super saver, prepaid movie tickets. The very first line of line of the fine print on the back says, valid for any movie, anytime. Valid for one box office admission. I went to the theater to use the tickets and was told I cannot use the tickets because the movie I want to use the tickets on came out this week. I should be able to use the tickets due to the fine print on the back of the ticket that says it can be used any movie, anytime.Business response
07/16/2024
***** was provided incorrect information by theater staff regarding our pass restriction policy. Supersaver tickets and Prepaid admission tickets are valid for release weekends. Pass restrictions only applied to free ticket vouchers such as Guest passes or Raincheck passes. We have sent an email to ***** apologizing for this error and offered a full refund for her ticket purchase.Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 5 tickets for the 710pm showing of Despicable Me 4. Unfortunately, there is construction going on near where we live on the way to the theater which delayed us. At about 6:50pm, I attempted to exchange tickets for the next showtime, but it was not allowing me to do so online. I tried calling the theater directly to facilitate the change, but they advised to call 1800-Cinemark. I called that number and it stated there was heavy call volume, so I was left waiting on hold until a representative finally answered. I explained the situation, but she said she would have to escalate it because the movie had already started? I was confused as it was not 710pm yet, but proceeded to give my confirmation number for her to escalate to try to exchange the tickets. After a few minutes, she came back on the line and said the request was denied by the manager *****. I am displeased with my interactions and how poorly this was handled when I clearly contacted prior to the movie start, but an exchange plus a refund were denied. We drive from ******** to this theater, so this was just terrible considering we have other options for theaters closer, but choose Cinemark.Business response
07/16/2024
The initial request for a refund was denied based on our refund policy. We have made an exception for this issue and processed a full refund for the order. A refund confirmation email was sent to ******.Customer response
07/18/2024
I have reviewed the business response and accept this resolution.Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This is the second time that I purchased movie tickets and accidentally picked the wrong time or movie. We'll they say you. An get a refund but as soon as you attempt to do so the online portion of their website does not work or works extremely slow. Slow enough that it makes you run past the time of the showing making your tickets non-refundable. I understand that this is my mistake but you should be able to change the time of your tickets or change the movie you are seeing easily. Instead they stonewall you until you can't. I am also a rewards member and have been for years. Today I had to buy a second movie ticket and just give up on the refund.Business response
06/27/2024
After reviewing *****'s account, we were unable to find a record of a previous contact request regarding this issue. We sent an email to ***** requesting additional information in order to locate a record of this transaction.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Cinemark's Account Deletion link in their Privacy Policy does not send confirmation e-mail to process their legally enforced data privacy obligations.This message is to request the immediate deletion of my personal information.Business response
06/27/2024
We have escalated their request for account deletion to our IT department to delete the account.Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello! I purchased movie tickets on 13th. Within 15 mins of the movie we left due to a visibly sick family on our row who has coughing, sneezing hacking to where it was abnormal. I reported this to a worker, young lady at the ticket scanner. I was not given a choice to move tickets to a later date. I wanted a refund or credit. Please adviseBusiness response
04/01/2024
We have reached out to the guest and requested their ticket information to investigate further resolution.Customer response
04/10/2024
I am rejecting this response because: The business responded promising a refund of $36.46. Please see attached. However, a refund of $6.15 was received. I responded directly to the attached email requesting further assistance. To date, I have no sent a response. My next step will be to contact the board of directors or AG, should a response not be received within the next 48 hours.
Business response
06/27/2024
*** called in on 04/12/2024 regarding this issue and a manual refund in the amount of $30.31 was processed for this issue. Our records indicate that this matter should be resolved.Initial Complaint
02/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a ticket 5 days in advance but within 30 minutes of purchasing it I saw that it was for the wrong seat and tried to do a refund, but it wouldn't let me do a refund for the full amount. It wouldn't let me refund the online fee for purchasing a ticket so I created a support ticket. Nowhere while purchasing the ticket did it say that the fee was non-refundable and I've never encountered anything like this from any other company. People recognizing that a seat is wrong 5 days in advance 30 minutes after doing it should be able to get a full refund. I will do a chargeback to my card once the transaction has finalized (it hasn't yet because I tried to get a refund immediately after purchase) and I won't buy a ticket from this company again. Hope the small scam is worth it just to get a tiny profit on every customer buying tickets online.Business response
03/14/2024
We have processed a full refund for the ticket purchase along with the online web fees. Please note that when this issue was previously sent to us, we provided instructions on how to refund the purchase to Cinemark cash so the full amount could be used to repurchase for the correct showtime.Business response
03/14/2024
We have processed a full refund for the ticket purchase along with the online web fees. Please note that when this issue was previously sent to us, we provided instructions on how to refund the purchase to Cinemark cash so the full amount could be used to repurchase for the correct showtime.Customer response
03/14/2024
This was refunded on March 14th 2024. This doesn't fix the fact that there are no messages or indications before purchasing a ticket that a portion of the purchase is non-refundable under any condition.
Scummy business practice which is probably getting a nice profit from people who don't complain.Customer response
03/15/2024
I have reviewed the business response and accept this resolution.
This was refunded on March 14th 2024. This doesn't fix the fact that there are no messages or indications before purchasing a ticket that a portion of the purchase is non-refundable under any condition.
Scummy business practice which is probably getting a nice profit from people who don't complain.Initial Complaint
02/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I thought i had canceled my membership back in October of 2023. They charged my account today saying i only paused it. I called them to let them know i canceled and wanted no further dealings with their shady business practices. I didn't resume my membership in anyway. Their associate on the phone refused to refund the erroneous charge and insisted that they had a right to it because of small print agreed upon when signing for membership. It's this kind of ************* shady business practice that i left them to begin with.I want my money back and for them to delete all my financial data they have on file.Business response
02/21/2024
We canceled the account and refunded 1 ********** chargeCustomer response
02/22/2024
I have reviewed the business response and accept this resolution.Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I've asked Cinemark through email to cancel my subscription on Jan 2, 2024 and followed up again on Jan 12, 2024 through email. I understand that their policy for cancellation is to do it online but Cinemark's app and websites are not accessible outside US and since I've been outside US since Dec 2023, the only way I can ask them to cancel is through email. They didn't respond to my email and charged my account on Jan 22, 2024, 3 weeks after I sent the initial email. This is such a shame that a company that is blocking its customers to cancel and justifies the credit charges. Their website and app don't work from my location and they didn't respond to my email. Why should I pay for services when I clearly asked them to cancel 3 weeks before renewal and the only way I can reach out to them is through email? Screenshots of their website and app blocking my access are attached.Business response
03/05/2024
We have issued a full refund for the most recent monthly payment and terminated this subscription. We have also removed the correlating rewards from their account. A email confirmation was sent to the guest with details of the refund.
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Customer Complaints Summary
90 total complaints in the last 3 years.
30 complaints closed in the last 12 months.