City Base Cinema

Complaint: [redacted] I am rejecting this response because: I didn't receive complimentary passesWhen we got up to get concessions, the people seated next to us told us when we came back they gave away our seats because you can't hold seats and they seated someone in our seatsThis company is blatanly lyingThey gave away our seatsThey also didn't mention that the manager was flustered took several minutes to even talk to and gave the excuse that it was a big movie premiersThey do movie priemers all the timeWhen we complained about our food he didn't do anything to help usJust refunded our tickets, in cashWhen my friend paid with her credit cardI didn't pay for tickets, my friend paid for tickets, while I paid for concessionsWhich I complained about and didn't recieve a refund because the manager was trying to brush us alongSo I called and complained the next day and the manager on staffs whom I spoke to on the phone said they should have given me a refund then, when I complainedI don't have complimentary tickets and I wouldn't want them anyway because I don't ever want to go to rbis theatre again! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The consumer should have been notified prior to the charges being debited from our account Yes, I agree I should have checked my bank account for those charges and accounted for them, but the business should have notified us about there being a delay in chargesNo notification was sent prior to the charges being made if they had sent the press release before the charges were made then we could have been prepared for them rather than releasing it after the fact In fact when they found out that there was a problem which they knew of last year we should have been notified then Granted that they did not know which customers would be affected but even posting to their website or on their [redacted] page would have been adequate notificationFrom my understanding there is a day processing rule for credit cards is there not? So a credit card transaction is in no comparison to a check, so essentially they held on to my credit card information and processed it with out my consent Regards, [redacted]

This guest was informed that she was NOT permitted to bring any outside food or drink into the buildingThe *** on Duty informed me (as I was in the time) and as I entered the lobby the guest was screaming and swearing at the *** on duty (in front of her small child) and flipped him the
bird as she left(If this guest wants to debate her actions, it's all on video) Our policies are very clear, on the outside of the outside of the box-office, inside on a 7"x 4" wide sign, and at the ushers drop box - No outside food or beverageWhile we strive for great guest service, we are all adults, and when a guest starts using foul language, it's game over leaveNo refunds- If you treat people kindly, you get kindness back, if you act in a way that is not "in a kind manner", you get nothing

This guest obviously
understood that the movie that they planned to see “The Neighbors” would be
busy on its opening nightThey did plan well, arriving early to get in the queue
line, and were seatedOnce seated the guest both vacated their seats, and
asked
total strangers to “save their seats”During busy periods we have ushers
in the theatres assisting guests in finding seatsWhen the usher asked if
these seats were taken, the guest responded “they left”, and the usher then
seated additional guest
When the guest spoke to the
manager, they were refunded the cost of their tickets, and were offered to see
the next showing of the film free of charge, they declinedAs for the concession
purchase, the manager provided them with two readmit passes, (good for any
movie any time with a retail value of $42.00) in lieu of a cash refund, and the
guest accepted this, and at this point we considered the matter closed
The guest now states
that they are unhappy with the resolution, and it is our goal to make sure
everyone is happy, with that in mind if the guest would like to return the
passes, I will be happy to refund their cash purchaseNot knowing what sizes
they purchased, I have used that largest size popcorn, Icees, and Candy we
sell, and that total price is $
The guest can contact me
via email at ***
to set up a time to resolve this issue

Yesterday evening my family and I were asked to leave the movie theater without warningThe manager, Andrew A***, approached me while I was sitting in my reserved seat (handicap accessible) and stated, " we have received multiple complains about your son making noise and running in the aisle, and you have been warned several time, this is your last warning." I then said okay it's fine and said we would be leavingI was rather upset because no one before him had warned usI then asked him for a reimbursement and asked for the "employee who had warned me before he did to acknowledge that he or she had spoken to me" and he yelled at my two boys ( age &7) to "Get Out" loudly in front of other customersI then called the other manager and she said there was nothing she could do and that headquarters would not be opened until Monday, which was a complete lieI did call headquarters and MsRose W*** returned my call after leaving a message and stated that they had committed a mistake and confused me with another customerI explained that I did see an employee approach the lady to the far left but that MrA*** did not allow me to speak and instead yelled " Get Out." MsW*** apologized and offered to give us movie passes and gift cardsWe returned and both MsW*** and Andrew A*** apologized, but this was the most humiliating experience I have ever endured

The guest stated they had contacted City
Base Cinema, and the problem and process was explained to her, as she has
acknowledgedWhile the processing error is regrettable, and that the charges
HAVE BEEN AUTHORIZED by her financial institution
The analogy we use
to try to explain the situation
further to people who seen unsure of the explanation is “Pretend you wrote a
check to us on the day of your visitYou wrote the check in good faith, and we
did not deposit it the day of the transaction.
The consumers should have noticed when balancing their accounts monthly
that the account did not balance, and that the charge they recorded in their register
had not cleared, and thus resulted in an overage in the accountThe consumer
should then have “not re-spend” the funds that have yet to clearIf they do,
that is a decision made by the consumer, and the merchant cannot control an individual’s
decisions on how to manage their personal finances
The consumer stated that she had spoken to
City Base Cinema, and failed to include that City Base Cinema was providing all
guests who were affected by this processing error complimentary passes to the theatre
City Base Cinema has no way to contact an individual
consumer, so when this problem was identified, City Base Cinema took action in “Getting
the word out” in the form of a press releaseAll the local TV station had a
segment on the issueIn addition all the local financial institutions were
contacted, and they too were advising consumers that yes, these charges are valid
City Base Cinema has taken all possible
actions to inform the public of the issue, and returned calls to every person
who has called in and responded to their questions

Complaint: ***
I am rejecting this response becauseIt is also on tape that the employee allowed me on the establishment with my beverageThat should be on tape as wellI was highly upset that I could not receive my refundThat was all I wanted
Regards,
*** ***

This guest never contacted City Base Cinema, to allow us an opportunity to explain the
situation to her. While the processing error is regrettable, and
that the charges HAVE BEEN AUTHORIZED by her financial institution.
The analogy we use to try to explain...

the situation
further to people who seen unsure of the explanation is “Pretend you wrote a
check to us on the day of your visit. You wrote the check in good faith, and we
did not deposit it the day of the transaction. 
The consumers should have noticed when balancing their accounts monthly
that the account did not balance, and that the charge they recorded in their register
had not cleared, and thus resulted in an overage in the account. The consumer
should then have “not re-spend” the funds that have yet to clear. If they do,
that is a decision made by the consumer, and the merchant cannot control an individual’s
decisions on how to manage their personal finances.
If the  consumer had contacted City Base Cinema,  she would have been informed that City Base
Cinema was providing all guests who were affected by this processing error
complimentary passes to the theatre.
City Base Cinema has no way to contact an individual
consumer, so when this problem was identified, City Base Cinema took action in “Getting
the word out” in the form of a press release. All the local TV station had a
segment on the issue. In addition all the local financial institutions were
contacted, and they too were advising consumers that yes, these charges are valid.
City Base Cinema has taken all possible
actions to inform the public of the issue, and returned calls to every person
who has called in and responded to their questions.

Complaint: [redacted]
I am rejecting this response because:
I didn't receive complimentary passes. When we got up to get concessions, the people seated next to us told us when we came back they gave away our seats because you can't hold seats and they seated someone in our seats. This company is blatanly lying. They gave away our seats. They also didn't mention that the manager was flustered took several minutes to even talk to and gave the excuse that it was a big movie premiers. They do movie priemers all the time. When we complained about our food he didn't do anything to help us. Just refunded our tickets, in cash. When my friend paid with her credit card. I didn't pay for tickets, my friend paid for tickets, while I paid for concessions. Which I complained about and didn't recieve a refund because the manager was trying to brush us along. So I called and complained the next day and the manager on staffs whom I spoke to on the phone said they should have given me a refund then, when I complained. I don't have complimentary tickets and I wouldn't want them anyway because I don't ever want to go to rbis theatre again!
Regards,
[redacted]

Yesterday evening my family and I were asked to leave the movie theater without warning. The manager, Andrew A[redacted], approached me while I was sitting in my reserved seat (handicap accessible) and stated, " we have received multiple complains about your son making noise and running in the aisle, and you have been warned several time, this is your last warning." I then said okay it's fine and said we would be leaving. I was rather upset because no one before him had warned us. I then asked him for a reimbursement and asked for the "employee who had warned me before he did to acknowledge that he or she had spoken to me" and he yelled at my two boys ( age 3 &7) to "Get Out" loudly in front of other customers. I then called the other manager and she said there was nothing she could do and that headquarters would not be opened until Monday, which was a complete lie. I did call headquarters and Ms. Rose W[redacted] returned my call after leaving a message and stated that they had committed a mistake and confused me with another customer. I explained that I did see an employee approach the lady to the far left but that Mr. A[redacted] did not allow me to speak and instead yelled " Get Out." Ms. W[redacted] apologized and offered to give us movie passes and gift cards. We returned and both Ms. W[redacted] and Andrew A[redacted] apologized, but this was the most humiliating experience I have ever endured.

Complaint: [redacted]
I am rejecting this response because:  The consumer should have been notified prior to the charges being debited from our account.  Yes, I agree I should have checked my bank account for those charges and accounted for them, but the business should have notified us about there being a delay in charges. No notification was sent prior to the charges being made if they had sent the press release before the charges were made then we could have been prepared for them rather than releasing it after the fact.  In fact when they found out that there was a problem which they knew of last year we should have been notified then.  Granted that they did not know which customers would be affected but even posting to their website or on their [redacted] page would have been adequate notification. From my understanding there is a 3 day processing rule for credit cards is there not?  So a credit card transaction is in no comparison to a check, so essentially they held on to my credit card information and processed it with out my consent.     
Regards,
[redacted]