Fandango Loyalty Solutions

Purchasing service flawed, Fandango failed to deliver promised seats and issued incorrect ticketson Saturday July 2, 2014 I purchased ticket through Fandango online. This agreement, with a premium cost attached, was to deliver me a guaranteed showtime and reserved seats. I was planning to attend a showing of "[redacted]" at the [redacted]. My online order through Fandango was turned out to be incorrect, causing me embarassing delays and improper seating resulting in a poor film-viewing experience. Here are my confirmation details:Showtime & Theater DetailsMovie: [redacted]Date: Saturday, August 2, 2014Time: 8:05pmQuantity:1 Adult Weekend Evening1 ChildAfter I ran my credit card through the machine at the theater for identification, I received what I believed were my correct tickets. However the ticket taker at the gateway to the theaters looked at them and said I had tickets to two different shows. Instead of being issued two tickets to the 8:05 show, I was issued two ADULT tickets (one was supposed to be a child's) and one was for a 7:50 show which had already started and the other for the correct 8:05 show. The ticket taker told me that I needed to go back to the ticket booth, wait in line and get a refund and a new ticket. It was already 8:03 and there was no time to do so. I had to argue my point that Fandango issued me the wrong tickets, which I find uncomfortable doing. He finally let us into the theater. When we got to the theater, it turns out Fandago's theater seating chart is INCORRECT online. Where there were supposed to be four seats in the area I selected, however, in reality, there were only two in that actual area and they were handicapped seats. As the show was about to begin, I sat down in those seats with my already embarrassed 11-year old son and as the previews came on, a handicapped person came for one of the seats. We had to relinquish our seats and take poor seats up close to the screen as the theater was fairly full. I would like my money refunded and service fee refunded. Not only did I have to be hassled at the theater entrance, Fandango assigned, through its erroneous information on its website, assigned us to the wrong seats and we had to sit in terrible, neck-craning seats. You need to coordinate with this theater and correct your seating charts. And your system also issued tickets for the wrong showtimes creating a problem getting into the theater at all. All and all, it ruined my night out with my son at the movies. The tickets that were printed out were [redacted] and [redacted]. I wrote Fandango customer service which did nothing, saying that I was able to attend the show so no refunds would be issued. However, I believe Fandango failed to uphold its end of the agreement by issuing tickets for the wrong time and wrong seats, causing me consternation and embarrassment. Is it not Fandango's promise to deliver these items via it service and premium charge? Please me me know what you intend to do. I look forward to hearing from youDesired SettlementRefund of ticket fee or creditBusiness Response We do apologize for any inconvenience that the customer experienced. Below are the details of the customer's purchase:Purchase Date: 08/02/2014Purchase Time: 7:35:03 PMOrder Number: [redacted]Purchase Channel: WebPayment Status: SuccessConfirmation Number: [redacted]Theater Name, City, State: [redacted]Movie Name: [redacted]Movie Date: 8/2/2014Movie Time: 8:05 PMTicket Types (Quantities): Adult Weekend Evening (1) Child (1) Reserved Seats: [redacted]Total Amount: $19.75Customer Name: [redacted]E-mail: [redacted]Form of Payment: Credit CardCredit Card Number: [redacted] ($19.75, Expires: 11/2016)Ticket Amount: $17.25Service Fee Amount: $2.50The purchase went through successfully and the seats were side-by-side and for the same showtime. The kiosk are the theater's property and responsibility, so any discrepancy in tickets should have been resolved by the theater's management. Compensation being at their discretion. It sounds like there was a ticket left behind in the kiosk from a previous purchase. Regardless, the seats that this particular customer reserved were confirmed as reserved the theater's point of sale system and should have been available to the customer. The theater would have the ability to view this information. The customer was denied a refund because they actually viewed the movie. As a gesture of good faith we have refunded the service fees for their inconvenience; however, since the movie was viewed we cannot refund the ticket price. We will also send the customer a code good for 1 ticket up to the maximum value of $19.50. The maximum value must be used in a single transaction.

In the State of ** Gift Certificates with a value under $100 do not expire, when calling 866-343-0676 Fandango customer support they are vague answersIn the State of ** Gift Certificates with a value do not expire. See **.GOV States that prohibit retailers to include expiration dates on gift certificates are [redacted], [redacted], [redacted], [redacted] (unless gift certificate is valued at more than $100), [redacted] and [redacted].------------------------------------------------------- Gift certificate we want too use in NOV and that should not be a problem when used in those states. We live in ** - For other states we know they expire 10/31/15 - you should note this on your web page. Customer service rep on the phone basically said they don't have too follow those state laws. There Legal dept has found a way not too follow them. There website should be corrected too state this FACT.Desired SettlementPlease correct your WEBSITE notice for the STATES that are exempt from the listed expiration date on the gift certificate.Business Response We do apologize for any inconvenience that the customer experienced. Hollywood Movie Money certificates are actual checks for movie admission and not gift certificates. Because they are classified as promotional rewards, the law to which the customer is referring does not apply. Unfortunately, we are not authorized to exchange, replace, renew, or refund any expired certificates.

FANDAGO LOYALTY SOLUTIONS has not honored the terms of the "Get The [redacted]t eGift Card with [redacted] Service"We had our [redacted] Durango serviced at a local [redacted] Dealership on May 13, 2015 with a total spend between $100 and $200 on parts and labor. Per the terms of the "Get the [redacted]t eGift Card with [redacted] Service" I submitted scanned copies of the invoice to [redacted] on May 16, 2015. Per the terms, within 48 hours of validation, we were to receive a Reward Code to redeem our eGift Card. Having not received the eGift Card Reward Code, I resubmitted on May 29 and again on June 29. I have yet to receive the eGiftCard Reward Code and the referenced website, GetYour[redacted]Offer.com/Terms is no longer active.Desired SettlementI would like assistance in getting Fandago Loyalty Solutions in honoring the terms of the program.Business Response We do apologize for any inconvenience that the customer has experienced. Unfortunately, we do not have this consumer in our system at all, which would indicated that the information was not submitted successfully. We also do show an instance where this customer attempted to contact our CS team for assistance. In the interest of time and good faith, we have already sent the customer a GC. Going forward, the customer can contact 866-343-0676 for assistance.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The gift card was received.

I received a gift card for the movies and was trying to buy two hit the wrong time now I'm told I can't get a refund or a replacement for the tickets.This company has been getting free money for lack of services according to their policies.Product_Or_Service: TicketsDesired SettlementThere need s to be a policy change if services aren't used or provided. No one wants to pay for a product and never receive it. A refund should be given if the product isn't claimed.Business Response We do apologize for any confusion about our refunds policy. We hope that the following will answer any questions. Prior to 3/4/2015, Fandango had a no refunds policy. The reason we had a no refunds policy was for the protection of the theaters that we represented. Once a purchase was made, the ticket could not be put back into the theater's inventory. This meant that the theater had to take the loss since they cannot resell that ticket. Please note that the tickets are the property of the theater and Fandango sell's their tickets on their behalf. Since 3/4/2015, we were able to enable that functionality which prompted our company to launch a new refunds policy called Worry-Free Tickets. This would allow customers to complete either a refund or an exchange prior to the showtime; however, there are restrictions. Once the customer clicked on Worry-Free Tickets, they were presented with the following copy which detailed the new policy:What's A Worry Free Ticket, you ask?It's the end of your days of waiting in line, missing a movie that's sold out and getting stuck with a ticket you can't use. As a Fandango VIP, you can return or exchange your ticket at least 2 hours before the movie start time. Here's our worry-free ticket promise.Never get sold out at the movies. Enjoy the peace of mind of a guaranteed ticket.We understand plans change. Return or exchange your Fandango ticket up to 2 hours before your movie start time.We'll refund your credit card or Fandango account with credit to use for another movie. You get to choose.Note: This information is also detailed in our FAQs and the purchase policy totaling to 3 locations where this information can be found. The reasoning behind the 2 hour threshold is that it gives theaters ample time to resell the ticket. Most theaters have a no refunds policy if you purchase tickets directly through them, so the 2 hour threshold is actually a benefit of using Fandango. In addition most event ticketing such as plays, sporting event, concerts, etc also have a no refunds policy, since they are not able to resell that seat. Also note that if the customer purchases tickets within the 2 hour threshold, they are not eligible for a refund since there is not sufficient time to return the tickets back to the theater's inventory for resale. We cannot issue a refund for customers that contact us after the showtime has passed. Directly under the "Complete My Purchase" option the customer is presented with the following statement:By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information.An e-mail confirmation of your order will be mailed to you.Our new Worry-Free Guarantee Tickets, is a part of the purchase policy that the customer agreed to when they completed the purchase. Please let us know if you have any questions.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As stated in your rebuttal you are still using greed in order to make a profit and it really isn't a fair policy. If the ticket isn't used being there should always be something in place for that but due to greed your policy always allows you to profit. Your policy has a person paying for a product without actually getting the product.

I was a winner on the the talk show "[redacted]" [redacted] daytime. I was given a Fandango gift card with a code on the card and expiration date along with a balance if $500.00. I was instructed to call customer service and/or go to [redacted] in order to activate code. I did. I spoke with customer service in february 2014. I gave all relevant information to two different representatives with my most concern of the expire date. Each rep explained to me that the purpose of the expiration date was only for activating my code and not an expiration of the usage of the code, and that these cards/ codes do not expire. Meanwhile, I taken fandango customers service as accurate and trusted information. Since then on 10/11/14 I decided to take some children out on a movie night, scheduled the date and was at the movie theater to purchase tickets and received a highlight that my code had expired. I called back to fandango customer service explained what was going on and that I was with others in public all I received from the woman was an "unfortunately spu" and she offered to do nothing. I then was forced to pay for tickets that I had surety was available with an actual balance if $342.00 remaining.Desired SettlementI want my card balance replaced as well as the tickets I had to pay for, that balance belongs to me. I did what I was suppose to do; activating my code. Fandango provided me with wrong, inaccurate, mistrusted information. Business Response We do apologize for any inconvenience that the customer experienced. According to our records, the customer initially contacted us on 2/21/2014 at 4:07pm to inquire about how to use her promotion code. The agent, [redacted], advised the customer on how to use the code and sent an email with detailed steps for redemption. The second contact was on 4/1/14 at 8:02am. The customer spoke with our customer service representative [redacted] and inquired on what the balance was on the code. The agent provided the balance.The third contact was on 7/4/2014 at 8:54am and the customer spoke with [redacted]. Again, the customer contacted us to inquire about the balance and the code and the agent informed the customer of what the balance was at that time. We did not advised the customer that the usage of the expiration date was for the activation of the code. This promotion, like almost all of the promotional codes that we provide other companies, do not require activation. In rare case that we require activation, has no impact on the expiration date. The expiration date is part of a strict agreement between Fandango and the company that we provided the promotional code. The expiration date is valid and cannot be extended. Again, we apologize for the inconvenience.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This response is untrue. The first time I contacted fandango representative [redacted] was the first time, I called in regarding the activation of the card for that purpose only. On the card it states in specifics that card needs to be activated before usage and to contact " "[redacted]." At this time, and with the untrue statement made I will in addition to this complaint be contacting an attorney. I will not except slander I was mislead from this company and now lied too. I have enough information that proves this response is soley a lie. Business Response Again, we apologize for any misunderstanding. Again, the customer originally spoke to our agent [redacted] at 2/21/2014. [redacted] sent the customer the below email:Dear [redacted],Thank you for your email and interest in Fandango.Using your Fandango gift card is easy, start by visiting us at Fandango.com:1. Enter your zip code / city name in the box above to find Fandango theatres in your area2. Select a date, theater, movie, and showtime3. Enter ticket quantity and pick seat locations (where available)4. Enter email address for guest checkout or login to your Fandango account5. Click "Gift Card," enter claim code number, and click apply. If applicable, pay the remaining balance with your preferred method of payment6. Complete purchase, then choose a way to pick up tickets7. ENJOY THE SHOW!Thanks again for your email and for making Fandango your choice for online movie tickets.Best regards,[redacted]Fandango Customer Supportwww.fandango.comWireless access: mobile.fandango.comNo where in the email did was it stated that the code required activation. The promotion did not require activation. It was a promotional offer and was not something that the customer paid for which is why the expiration date is valid. As a gesture of good faith, we will extend the expiration of the code to 1/25/15. We will not be able to extend the code after this date.

I purchased a [redacted] Dvd 7/1/14 from [redacted] based on current advertisement which gave me $7.50 hollywood movie money for purchase towards a movie using Fandango's service .I purchased ticket online as instructed by a rep from Fandango but was unable to future date it since it expired 7/1/14 so I contacted Customer Service and was told by [redacted] to repurchase ticket for correct date and that he would refund my money but instead he credited the old coupon ending in 4606 which expires 7/1/14 and then gave me a code for 2nd movie repurchased for 7/3/14 show. I was told by [redacted] that my case was given to review by corporate but I don't believe him since he didn't offer my 2nd purchase code but just to wait for 30 mins after he got off phone to be received by email and to make sure it doesn't go into spam folder. So I alerted him that there email was in accept box .Order_Number: [redacted]Desired SettlementThis is unacceptable and all I am asking for at this time is a movie worth $7.50 since that is what coupon actually showed plus at this point something for my wasted time 6.43p-7.45p /1 hour trying to simply get this resolved.Business Response We definitely apologize for any inconvenience that the customer experienced. Advanced purchasing is one of the primary reasons why customer use our service. The expiration date of a credit card, promo code, etc does not prohibit customers from making future dated purchases. The expiration date merely restricts when the customer can use any of the previously mentioned payment methods. The first contact we received was on 7/1/2014 at 4:18pm. The customer called in and spoke to our customer service agent [redacted], requesting an extension of the Hollywood Movie Money promotion. Customer was upset b/c she was not going to be able to use the promotion that day. The customer then used the code to purchase at ticket at 4:53 pm for [redacted] for the date 7/3/2014 at7:00 PM. This clearly shows the customer was able to make a future dated purchase since she contacted Fandango on 7/1/2013 (the expiration date) and contacted the Revdex.com prior to the show date 7/3/2013. Because the customer called prior to the showtime, we were able to refund the transaction. However, when the customer activated the virtual [redacted], they accepted the Account Holder Agreement. The agreement states: Returns and RefundsYou are able to receive a return(s) or credit(s) to your virtual account before the valid through date. Any return(s) or credit(s) made to your account after the valid through date will be forfeited.We hope this information helps.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Please read carefully.......I purchased 7/3/14 ticket with my a fandango gift card (my own money)after 2nd rep [redacted] told me repurchase ticket 7/1/14 that he would give me a refund -$8.75 which I assumed it would be for both transactions. however 7/1/14 ticket -$6.25 (((purchased using prepaid card ending in ([redacted]) ))). I have received refund for 7/3/14 purchase however 7/1/14 went back on nonrefundable prepaid card that I received from code w/affiliate - Hollywood Movie Money Fandango's. I alerted [redacted] + several reps the refund that they submitted to expired card is useless and I am still owed money for Confirmation #[redacted]. I am looking for either a code I can use for movie or compensation -$7.50 since that is what the coupon promised . I can send copy if needed. I have not received money yet since again card ([redacted])is prepaid and expired on 7/1/14 and it takes days for your company to credit money back to cards.Final Business Response Again, we do apologize for any inconvenience. As explained previously, the customer originally contacted Fandango to demand an extension of the promotion's expiration date, and we informed the customer that this could not be done. The customer then made a purchase and immediately request a refund. We have a no refunds policy and the customer was aware of the promotion's expiration date. When the customer actived the virtual [redacted], they accepted the Account Holder Agreement. The agreement states: You are able to receive a returne(s) or credit(s) to your virtual account before the valid through date. Any return(s)or credit(s)to your virtual account after the valid through date will be forfeited. As a gesture of good faith, we will extend to the customer a code good for 1 ticket up to the maximum value of $19.50. The maximum value must be used in a single trans.

I ordered tickets for a movie on a certain date and time 2 days ahead and when receiving the confirmation it had a different time and date which was set for the day of ordering and within 20 minutes and upon calling right away to alert them they tell me I should have called 90 minutes ahead of time and that is not something we could have done being we ordered the tickets only 5 minutes ago. So they had nothing else to say but repeating that we had to call 90 minutes ahead of time and I was calm and handled it as respectful as I would want to be treated and that wasn't the case on their end.Product_Or_Service: Movie Tickets Desired SettlementI would just like a refund of the money wasted on this movie we are not able to attend because they just didn't treat their customer right at all in this case. Business Response We do apologize for any confusion about our refunds policy. We hope that the following will answer any questions. Prior to 3/4/2015, Fandango had a no refunds policy. The reason we had a no refunds policy was for the protection of the theaters that we represented. Once a purchase was made, the ticket could not be put back into the theater's inventory. This meant that the theater had to take the loss since they cannot resell that ticket. Please note that the tickets are the property of the theater and Fandango sell's their tickets on their behalf. Since 3/4/2015, we were able to enable that functionality which prompted our company to launch a new refunds policy called Worry-Free Tickets. This would allow customers to complete either a refund or an exchange prior to the showtime; however, there are restrictions. Once the customer clicked on Worry-Free Tickets, they were presented with the following copy which detailed the new policy:What's A Worry Free Ticket, you ask?It's the end of your days of waiting in line, missing a movie that's sold out and getting stuck with a ticket you can't use. As a Fandango VIP, you can return or exchange your ticket at least 2 hours before the movie start time. Here's our worry-free ticket promise.Never get sold out at the movies. Enjoy the peace of mind of a guaranteed ticket.We understand plans change. Return or exchange your Fandango ticket up to 2 hours before your movie start time.We'll refund your credit card or Fandango account with credit to use for another movie. You get to choose.Note: This information is also detailed in our FAQs and the purchase policy totaling to 3 locations where this information can be found. The reasoning behind the 2 hour threshold is that it gives theaters ample time to resell the ticket. Most theaters have a no refunds policy if you purchase tickets directly through them, so the 2 hour threshold is actually a benefit of using Fandango. In addition most event ticketing such as plays, sporting event, concerts, etc also have a no refunds policy, since they are not able to resell that seat. Also note that if the customer purchases tickets within the 2 hour threshold, they are not eligible for a refund since there is not sufficient time to return the tickets back to the theater's inventory for resale. We cannot issue a refund for customers that contact us after the showtime has passed. Directly under the "Complete My Purchase" option the customer is presented with the following statement:By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information.An e-mail confirmation of your order will be mailed to you.Our new Worry-Free Guarantee Tickets, is a part of the purchase policy that the customer agreed to when they completed the purchase. Please let us know if you have any questions.

We have 6 coupons with the same expiration date of 8/15/15. 5 out of 6 worked fine and we were able to redeem them. The 6th one would not work. After calling their customer support, we were informed that one coupon basically expired the day before on the 14th, even though the date is clearly printed 8/15/15. This is deceitful and boarder line fraud in my book.Thank you,ErikDesired SettlementSince we had to pay the $5 for the ticket since they will not honer their printed word. I would like my $5 back.Business Response We do apologize for any inconvenience that the customer has experienced. Fandango provides promotional codes to many third party vendors. The promotion is under their ownership since they paid for the codes, which means they are responsible for the distribution and terms and conditions for the codes. There were several batches of promotional codes released for the movie [redacted]. If the customer can submit a screen shot of the voucher stating that the particular code expires on 8/15/15, we can find a resolution for the customer. The customer can contact us at 866-857-5191 or go to fandango.custhelp.com and reference the incident number [redacted]

I was given a code for a free movie ticket for signing up on paramount movies website and it was invalid. I submitted a support ticket about this issue and I was told I would be given a valid code in 5 business days. This was on July 27th, 2015. I have attempted contacting them again with no results and have still not received a valid code.Product_Or_Service: [redacted]Desired SettlementI would like a valid code provided to me.Final Consumer Response

I recently entered a giveaway for a voucher for a free ticket to either "Mission Impossible: Rogue Nation", or to "Terminator: Genesys". After submitting the required information, I was informed by email that it would take awhile to generate the codes. (5 business days). After this, I emailed fandango reward programs and was told that they were NOT involved with the distribution of the reward codes - and directed me back to Paramount. I emailed Paramount and received NO response.Product_Or_Service: Voucher for a movieDesired SettlementWhile I understand that I paid no actual money for this promotion - I was promised a voucher to see one of the two movies in theaters. However, only Rogue Nation is being shown in my local theater. I am requesting a voucher to be sent to me for seeing that movie in the theater. If this cannot be done, I am requesting either a fandango giftcard, or a copy of one of the two movies mentioned above at the time of their home DVD release. Business Response We apologize for any inconvenience that the customer has experienced; however, our company is not involved with the email distribution of the reward codes to qualifying customers or determining who is eligible. Our company is the movie certificate provider for this promotion, and we are only able to assist with activation of valid 12-digit reward codes. The emails with the reward codes were distributed by Paramount. Since the customer did not receive a valid code from Paramount, he will need to reach out to them directly at [email protected] for any sort of compensation.