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Cinemark Reviews (1)

To Whom It May Concern: My name is Jim W[redacted] and I am the General Manager at the Cinemark theatre in Somerdale. I’m writing in response to the letter we received from the Revdex.com serving New Jersey, concerning Revdex.com complaint ID # [redacted], dated February 23, 2017. I spoke with [redacted]...

[redacted] in the theatre lobby on February 10, 2017. I'm sorry [redacted] feels that we did not come to a satisfactory conclusion when I spoke with her a few weeks ago. Each member of my team is trained to treat our guests with the utmost care and concern. I believe we displayed this to [redacted] with the interactions she experienced with Cinemark’s senior assistant manager, myself, and other members of our team. Our cashiers are trained to sell any seat that a guest wishes to purchase. There are instances when a guest will choose a wheelchair space as their seat when they are not in a wheelchair. When this happens, we confirm with the customer this is a space for a wheelchair and there is not an actual seat in that space. It is possible that something along these lines happened and there was a miscommunication. When a guest chooses a wheelchair companion seat, we politely inform the guest that this seat is indeed reserved for a companion of a guest in a wheelchair, and there is a possibility they may be asked to relocate in the event the seat is needed for a companion of a guest in a wheelchair. This is standard procedure. On the first visit mentioned in the letter on 1/31/17, I was the manager who went into the La La Land auditorium and plugged her oxygen device into a wall outlet. It was a dark auditorium and I briefly spoke to [redacted], but I could tell that she was in distress. At that time I was able to find an emergency and temporary solution to the issue of recharging the battery of her oxygen device. On the second visit on 2/7/17, I was patrolling auditoriums when I encountered two guests who appeared to need assistance. I approached them inside the auditorium and asked how I could help. Once the problem was explained to me, I did my best to find an emergency and temporary solution to the request for an electrical outlet. After several minutes on my hands and knees, searching for an outlet, I was unable to locate one. At this point, [redacted]’s mother-in-law and her companion decided to leave. In the letter it is mentioned that on the last visit to our theatre on February 10th, [redacted]’s mother-in-law was asked to leave. I believe that [redacted] would recall that she and I discussed this allegation and determined that it was a miscommunication. [redacted]’s mother-in-law further clarified that this was not the case … no employee had asked her to leave. Unfortunately, running an extension cord to a remote electrical outlet is not a service that Cinemark can provide as it could jeopardize the safety of all our guests. In addition to the safety, care and concern for all of our guests, Cinemark takes its legal obligations under federal disability discrimination laws seriously, and in many cases voluntarily exceeds what the law requires. Under Title III of the Americans with Disabilities Act and its implementing standards, Cinemark provides companion seating to its wheelchair-using customers and their companions at the Cinemark 16 theatre. Under the ADA, businesses are not required to provide electrical power service to our guests, including our guests with disabilities. When [redacted] and I spoke in the theatre, she mentioned that the oxygen device is designed to last four hours. A films run-time, its length, is available on our website www.cinemark.com, or a guest may call our theatre at [redacted], and we will be very happy to provide that information. My intention is that [redacted] and her mother in law will continue to enjoy films at our location. We previously provided [redacted] with eight guest passes [redacted]) to use on her next visits. I am eager to personally invite [redacted] and her family back to our theatre to use those passes, and to let her know that her family will continue to be valued guests here at Cinemark. Sincerely, Jim W[redacted] General Manager Cinemark 16 and XD #187 ( [redacted]

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Address: 2160 Greeley Mall, Greeley, Colorado, United States, 80631-8516

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