Review: I signed up for the MoviePass two week free trial along with my friend. I was told that the two week trial would begin when I first activate my card when I first check in at a theater and use the service and would not be charged until the two weeks.
I used my card for the first time on 1/**/15 thinking everything was fine. Today I notcied on my bank account that there was a $35 unauthorized charge from moviepass which is the full month price of the service. I was never told I would be charged during my free trial. The costumer service team has yet to answer me.Desired Settlement: I would like to have my service canceled WITHOUT cancellation fee due to me being in the free trial period as well as a refund for the $35. Also, I would like for them to change their advertisement if possible so they can stop scamming people out of their hard earned money. Also, I think they should be reprimanded for using the 2014 Christmas terror threats as a way to advertise their services. That is wrong and horrible.
Review: The company offers monthly subscription to movie theaters where members can watch movie (1 time each movie) as many times as possible. I signed up for 2 weeks trial, then tried out once (successful), then 2nd try I was told by the theater that my card no longer works (only has $1.5 balance) and I have to pay for full amount, same thing with 3rd try. I called the phone numbers on the card and they said that moviepass is handling it. The next thing I know is they charged me for 2 months period.Desired Settlement: They need to refund the 2 months charges on my credit card for NON PERFORMANCE according to contract.
Review: I signed up for a free two week trial on Movie Pass. My 2 week trial ended on January [redacted] 2015. I called them twice, left two voice mails and sent them an email about canceling my service. They do not answer the phone when you call so you have to leave a Voice Mail. They do not call you back but rather email you back and never respond. I am very upset with this. If you offer a two week trial and the only way to cancel it is to call or email then you need to do your part and respond.Desired Settlement: I would like to be cancelled from Movie Pass, Refunded the money that you charged me after I tried to cancel. If you do that I will be fine. To go above and beyond it would be nice to get a year for free after these troubles. Some advice... If you are going to run a business please have better CS.
Review: This company is scamming customers left and right. Their practices are unclear and most likely illegal. They are offering a two week free trial, but they claim the trial starts when the customer received the card which is sent via regular mail not requiring any proof of receipt. Furthermore, they do not state their terms clearly on their website. They are tricking customers into entering a 1 year contract without signing any forms or documents. I am already filing a complaint with my credit card as well. I'm quite certain a class action suit will be filed against them.Desired Settlement: I have already contacted my credit card and informed them of how this company is scamming consumers. I had to cancel my Credit Card to prevent moviepass.com from charging me any further. I also disputed the initial charges since we were not supposed to be charged during the "free trial" period. I would like for moviepass.com to refund my card and apologize to me and all the people they have cheated and scammed.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].Sincerely,[redacted]
Review: I signed up for MoviePass's promotion - it's a 2-week free trial that rolls into an annual account if I do not cancel in the 2-weeks. I tried the product for 2 weeks, was rolled into an annual account, and used it for 3 more months, happily. I emailed to cancel the account and was told I would be charged a $75 early termination fee. I was unaware of this fee, as the 2-week free trial that rolls into a paid account screen did not clearly state this fact to me.
On one of the sign-up pages, it did have an asterisk that took you to the bottom of the page, and in small print, it said that the account rolls into an annual account, and that early termination fees and restrictions may apply. It was small enough that it was tough to notice, and thus I did not notice it.
I called the company about this, and they said that they feel it's clearly stated with that asterisk as well as stated in some language in one of the pages in sign-up (I don't remember this page, but trust the company is telling the truth, and that it was in there somewhere). This may be true, but given the fact that my 2-week trial rolls into an account that is subject to an early termination fee, I feel that the company could have better-stated this fact in the trial sign-up, or even asked the user, on a separate page, to agree to the terms of that fee.
Furthermore, there was no place where it shared the schedule of early termination fees for cancellation, so the user has no way of knowing how much would be charged them for early termination, even if they were able to catch the fine print that the fee exists. I asked the customer service rep about this on the phone, and he said that if people were curious about the fee structure upon early cancellation, they're free to call the company and ask about it prior to signing up for the free trial. I think, for consumers, this is deceptive and unacceptable, and I think they should dedicate an entire page on signup (for the free account) to accepting the terms of the early termination fee as well as show a fee structure so that the user has some close as to how much they'd be charged for an early termination if they do sign up.
Because this language is vague and hidden, and applies when a customer's free trial ends and auto-rolls into a permanent account, I feel the company should have made a better effort to disclose the early termination fee's existence (and not hide it in language, fine print, and asterisked statements, requiring the customer to go "search" for this language before signing up for a product.
Because it's billed monthly as a subscription service, it's not clear/obvious to the customer that this sort of mobile-phone-service-like-fee for an annual contract applies.
The company has me on a technicality, because there is some language hidden in the sign-up process for the free trial, and thus will not refund the fee. They said they'll try to make it clear to customers in the future, but i'd hate to see this continue, as I believe it is unfair and deceptive to hide these details, especially given the fact that the free trial automatically rolls into a membership that cannot be cancelled without this fee.Desired Settlement: I would like to see them either change this policy or clearly state (and have a customer opt-in during the free trial sign-up) the fee's existence as well as the fee structure the customer can expect upon sign-up and roll-over into an account after the trial is over.
More transparency is definitely called-for in this case, in my opinion.
Review: Movie pass charged me a total of $134.98 to view one movie. I said that I needed to cancel my account on 06/**/2013. All I received was an email stating that they could help me with that but that I would be charged a $75 dollar early cancellation fee. It may have stated that I would be charged a fee in their terms and conditions, but I was thinking more of like a $10 fee. It was NOT made clear to me that I would be charged a $75 fee if I cancelled within the first year. I was also charged a $29.99 fee on 06/**/2013 after I stated that I needed to cancel on 06/**/2013.Desired Settlement: I would like to be refunded the $75 cancellation fee and the $29.99 fee I was charged after I stated that I needed to cancel for a total of 104.99. I believe the initial $29.99 I paid should be more than enough for the one movie that I used the account to watch.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
Review: I have movie pass for last 2 days. First day when I tried it worked fine. Second day when I tried the first card worked fine and second card got blocked. I called customer service to unblock. They said their product is defective. Because of this I couldn't go and I have to spend my own money later to see it. When I called ce, they are very lame and happy to explain we have a buggy system and we are trying to fix bugs as we discover.
Its sad a product / service is given to customers without proper testing.Desired Settlement: I would like them to understand that a defective product is not acceptable. I paid all my fees upfront and they are obliged to provide a good customer service.
Since they failed, I either want all my initiation fee, monthly fees, etc everything back and cancel the accounts.
(Or)
Compensation for the efforts I had to make for their buggy systems.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
Review: My husband and I signed up for moviepass agreeing to pay a monthly fee for access to a movie a day. It was working out well until half of our year had passed. We were then told we were "power users" and they changed the contract terms creating a 24-hour block. Which denied access to most movies during the day and unavailable. It made it difficult to achieve a movie a day from their service. We tried to work around it, but then their service started becoming unavailable when we tried checking in. On several occasions, my husband and I drove 20+ miles to the only theater in our area with a movie available for the day to see. Getting there and the service was down. Upon calling customer service, either you can't get through or the service reps can't help and just repeat "sorry, pay for a movie and we will reimburse you". That's not acceptable. We already paid for 2 accounts and expect the service to work, not have to pay out of pocket again and continue on as if service might be provided. Even after contacting a supposed [redacted] (sounded like the 1st person we spoke to) they refused to reimburse us for not complying to our contracted movie a day access at our convenience, but they agreed to cancel our membership halfway through the month and keeping the money because they felt we saw a few movies and that was good enough. Disregarding all the inaccessible times in between. I feel this service is misleading and not providing the daily service they advertise & contracted to provide. Too much of a headache & excuses trying to use the service as it says you can.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
I did try to contact them by phone about getting refunded for January for my husband's account and mine ($59.98). I explained how their phone application won't allow us to checkin at the theater. Upon trying to checkin, the app locks up and begins the 24-hour clock, which completely blocks access to a ticket for the day. This happened several days within my January month of service. I explained how we tried to contact support by phone and couldn't get through as well. They again verbally denied the refund, stating we had access to the service 7 times within the 30-day period and that was good enough. The service is for a movie ticket every 24-hours for a month; 7 out of 30 is definitely not acceptable. They wouldn't budge on a refund. I did pursue my credit card company for a dispute of service. My credit card company has refunded my money at this point and is pursuing Moviepass for their refund for not providing service.
Review: MOVIEPASS.COM offers 2 week free trial. When you go to sign up the offer is cut in half to 1 week. I called & spoke with Riley, he refused to honor the 2 weeks. I wrote to CUSTOMER SERVICE explained the issue, Tyler replied that he would not honor the website offer.Desired Settlement: HONOR ORIGINAL PUBLISHED OFFER
Review: I signed up for the Movie Pass free trial. After not receiving my Movie Pass card I contacted the company letting them know. Fast forward 4 months, I still had no card and I had noticed that I was being billed their monthly charge. I contacted them to receive a refund as I was unable to utilize their service during the time I was being billed. They refused and attempted to charge me a termination fee for cancelling my account. I contacted my credit card company and had them refund the charges that they were able to, and place a block on the merchant so they could no longer charge me. I now see two charges on my statement from them for November and December. The company CHANGED THEIR MERCHANT ID so that the block would not work. I'm left with the only logical assumption which is that they regularly change their merchant ID so that these blocks fail and they can continue their shady practices.
During my conversations with them at no point in time did they attempt to address or remedy the issue with my not receiving the card. My issue in being billed for their service while not being able to utilize them was not a concern for them. They were more interested in not issuing a refund and charging a termination fee.Desired Settlement: The only acceptable resolution would be a complete refund of all billed charges along with an apology for not remedying the issue when it was first brought to their attention.
Review: I had a 1-year subscription to this business's service.
Just prior to the end of the year, they materially changed the terms of the service that they offer. On November *, 2013, I received the renewal letter with the card for the new year. I wrote "Cancel this account" on the letter and mailed it back to the address at the top of their letter, returning the new card with it.
Although I cancelled the account and returned the card, my credit card was billed $29.99 at the end of November. I e-mailed MoviePass to ask why they charged me for a month after I cancelled the service. They wrote back that, because I sent a letter instead of sending an e-mail, I had not properly cancelled and thus owed them for the month. They do not claim that I used the service in any way during the disputed time.
I have advised my credit card company that this is a disputed charge.Desired Settlement: I would like MoviePass to withdraw this improper charge from my credit card.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
Review: I signed up for the MoviePass two week free trial along with my friend. I was told that the two week trial would begin when I first activate my card when I first check in at a theater and use the service and would not be charged until the two weeks.
I used my card for the first time on 1/**/15 thinking everything was fine. Today I notcied on my bank account that there was a $35 unauthorized charge from moviepass which is the full month price of the service. I was never told I would be charged during my free trial. The costumer service team has yet to answer me.Desired Settlement: I would like to have my service canceled WITHOUT cancellation fee due to me being in the free trial period as well as a refund for the $35. Also, I would like for them to change their advertisement if possible so they can stop scamming people out of their hard earned money. Also, I think they should be reprimanded for using the 2014 Christmas terror threats as a way to advertise their services. That is wrong and horrible.
Review: The company offers monthly subscription to movie theaters where members can watch movie (1 time each movie) as many times as possible. I signed up for 2 weeks trial, then tried out once (successful), then 2nd try I was told by the theater that my card no longer works (only has $1.5 balance) and I have to pay for full amount, same thing with 3rd try. I called the phone numbers on the card and they said that moviepass is handling it. The next thing I know is they charged me for 2 months period.Desired Settlement: They need to refund the 2 months charges on my credit card for NON PERFORMANCE according to contract.
Review: I signed up for a free two week trial on Movie Pass. My 2 week trial ended on January [redacted] 2015. I called them twice, left two voice mails and sent them an email about canceling my service. They do not answer the phone when you call so you have to leave a Voice Mail. They do not call you back but rather email you back and never respond. I am very upset with this. If you offer a two week trial and the only way to cancel it is to call or email then you need to do your part and respond.Desired Settlement: I would like to be cancelled from Movie Pass, Refunded the money that you charged me after I tried to cancel. If you do that I will be fine. To go above and beyond it would be nice to get a year for free after these troubles. Some advice... If you are going to run a business please have better CS.
Review: This company is scamming customers left and right. Their practices are unclear and most likely illegal. They are offering a two week free trial, but they claim the trial starts when the customer received the card which is sent via regular mail not requiring any proof of receipt. Furthermore, they do not state their terms clearly on their website. They are tricking customers into entering a 1 year contract without signing any forms or documents. I am already filing a complaint with my credit card as well. I'm quite certain a class action suit will be filed against them.Desired Settlement: I have already contacted my credit card and informed them of how this company is scamming consumers. I had to cancel my Credit Card to prevent moviepass.com from charging me any further. I also disputed the initial charges since we were not supposed to be charged during the "free trial" period. I would like for moviepass.com to refund my card and apologize to me and all the people they have cheated and scammed.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].Sincerely,[redacted]
Review: I signed up for MoviePass's promotion - it's a 2-week free trial that rolls into an annual account if I do not cancel in the 2-weeks. I tried the product for 2 weeks, was rolled into an annual account, and used it for 3 more months, happily. I emailed to cancel the account and was told I would be charged a $75 early termination fee. I was unaware of this fee, as the 2-week free trial that rolls into a paid account screen did not clearly state this fact to me.
On one of the sign-up pages, it did have an asterisk that took you to the bottom of the page, and in small print, it said that the account rolls into an annual account, and that early termination fees and restrictions may apply. It was small enough that it was tough to notice, and thus I did not notice it.
I called the company about this, and they said that they feel it's clearly stated with that asterisk as well as stated in some language in one of the pages in sign-up (I don't remember this page, but trust the company is telling the truth, and that it was in there somewhere). This may be true, but given the fact that my 2-week trial rolls into an account that is subject to an early termination fee, I feel that the company could have better-stated this fact in the trial sign-up, or even asked the user, on a separate page, to agree to the terms of that fee.
Furthermore, there was no place where it shared the schedule of early termination fees for cancellation, so the user has no way of knowing how much would be charged them for early termination, even if they were able to catch the fine print that the fee exists. I asked the customer service rep about this on the phone, and he said that if people were curious about the fee structure upon early cancellation, they're free to call the company and ask about it prior to signing up for the free trial. I think, for consumers, this is deceptive and unacceptable, and I think they should dedicate an entire page on signup (for the free account) to accepting the terms of the early termination fee as well as show a fee structure so that the user has some close as to how much they'd be charged for an early termination if they do sign up.
Because this language is vague and hidden, and applies when a customer's free trial ends and auto-rolls into a permanent account, I feel the company should have made a better effort to disclose the early termination fee's existence (and not hide it in language, fine print, and asterisked statements, requiring the customer to go "search" for this language before signing up for a product.
Because it's billed monthly as a subscription service, it's not clear/obvious to the customer that this sort of mobile-phone-service-like-fee for an annual contract applies.
The company has me on a technicality, because there is some language hidden in the sign-up process for the free trial, and thus will not refund the fee. They said they'll try to make it clear to customers in the future, but i'd hate to see this continue, as I believe it is unfair and deceptive to hide these details, especially given the fact that the free trial automatically rolls into a membership that cannot be cancelled without this fee.Desired Settlement: I would like to see them either change this policy or clearly state (and have a customer opt-in during the free trial sign-up) the fee's existence as well as the fee structure the customer can expect upon sign-up and roll-over into an account after the trial is over.
More transparency is definitely called-for in this case, in my opinion.
Review: Movie pass charged me a total of $134.98 to view one movie. I said that I needed to cancel my account on 06/**/2013. All I received was an email stating that they could help me with that but that I would be charged a $75 dollar early cancellation fee. It may have stated that I would be charged a fee in their terms and conditions, but I was thinking more of like a $10 fee. It was NOT made clear to me that I would be charged a $75 fee if I cancelled within the first year. I was also charged a $29.99 fee on 06/**/2013 after I stated that I needed to cancel on 06/**/2013.Desired Settlement: I would like to be refunded the $75 cancellation fee and the $29.99 fee I was charged after I stated that I needed to cancel for a total of 104.99. I believe the initial $29.99 I paid should be more than enough for the one movie that I used the account to watch.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
Sincerely,
Review: I have movie pass for last 2 days. First day when I tried it worked fine. Second day when I tried the first card worked fine and second card got blocked. I called customer service to unblock. They said their product is defective. Because of this I couldn't go and I have to spend my own money later to see it. When I called c
e, they are very lame and happy to explain we have a buggy system and we are trying to fix bugs as we discover.
Its sad a product / service is given to customers without proper testing.Desired Settlement: I would like them to understand that a defective product is not acceptable. I paid all my fees upfront and they are obliged to provide a good customer service.
Since they failed, I either want all my initiation fee, monthly fees, etc everything back and cancel the accounts.
(Or)
Compensation for the efforts I had to make for their buggy systems.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
Sincerely,
Review: My husband and I signed up for moviepass agreeing to pay a monthly fee for access to a movie a day. It was working out well until half of our year had passed. We were then told we were "power users" and they changed the contract terms creating a 24-hour block. Which denied access to most movies during the day and unavailable. It made it difficult to achieve a movie a day from their service. We tried to work around it, but then their service started becoming unavailable when we tried checking in. On several occasions, my husband and I drove 20+ miles to the only theater in our area with a movie available for the day to see. Getting there and the service was down. Upon calling customer service, either you can't get through or the service reps can't help and just repeat "sorry, pay for a movie and we will reimburse you". That's not acceptable. We already paid for 2 accounts and expect the service to work, not have to pay out of pocket again and continue on as if service might be provided. Even after contacting a supposed [redacted] (sounded like the 1st person we spoke to) they refused to reimburse us for not complying to our contracted movie a day access at our convenience, but they agreed to cancel our membership halfway through the month and keeping the money because they felt we saw a few movies and that was good enough. Disregarding all the inaccessible times in between. I feel this service is misleading and not providing the daily service they advertise & contracted to provide. Too much of a headache & excuses trying to use the service as it says you can.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
I did try to contact them by phone about getting refunded for January for my husband's account and mine ($59.98). I explained how their phone application won't allow us to checkin at the theater. Upon trying to checkin, the app locks up and begins the 24-hour clock, which completely blocks access to a ticket for the day. This happened several days within my January month of service. I explained how we tried to contact support by phone and couldn't get through as well. They again verbally denied the refund, stating we had access to the service 7 times within the 30-day period and that was good enough. The service is for a movie ticket every 24-hours for a month; 7 out of 30 is definitely not acceptable. They wouldn't budge on a refund. I did pursue my credit card company for a dispute of service. My credit card company has refunded my money at this point and is pursuing Moviepass for their refund for not providing service.
Review: MOVIEPASS.COM offers 2 week free trial. When you go to sign up the offer is cut in half to 1 week. I called & spoke with Riley, he refused to honor the 2 weeks. I wrote to CUSTOMER SERVICE explained the issue, Tyler replied that he would not honor the website offer.Desired Settlement: HONOR ORIGINAL PUBLISHED OFFER
Review: I signed up for the Movie Pass free trial. After not receiving my Movie Pass card I contacted the company letting them know. Fast forward 4 months, I still had no card and I had noticed that I was being billed their monthly charge. I contacted them to receive a refund as I was unable to utilize their service during the time I was being billed. They refused and attempted to charge me a termination fee for cancelling my account. I contacted my credit card company and had them refund the charges that they were able to, and place a block on the merchant so they could no longer charge me. I now see two charges on my statement from them for November and December. The company CHANGED THEIR MERCHANT ID so that the block would not work. I'm left with the only logical assumption which is that they regularly change their merchant ID so that these blocks fail and they can continue their shady practices.
During my conversations with them at no point in time did they attempt to address or remedy the issue with my not receiving the card. My issue in being billed for their service while not being able to utilize them was not a concern for them. They were more interested in not issuing a refund and charging a termination fee.Desired Settlement: The only acceptable resolution would be a complete refund of all billed charges along with an apology for not remedying the issue when it was first brought to their attention.
Review: I had a 1-year subscription to this business's service.
Just prior to the end of the year, they materially changed the terms of the service that they offer. On November *, 2013, I received the renewal letter with the card for the new year. I wrote "Cancel this account" on the letter and mailed it back to the address at the top of their letter, returning the new card with it.
Although I cancelled the account and returned the card, my credit card was billed $29.99 at the end of November. I e-mailed MoviePass to ask why they charged me for a month after I cancelled the service. They wrote back that, because I sent a letter instead of sending an e-mail, I had not properly cancelled and thus owed them for the month. They do not claim that I used the service in any way during the disputed time.
I have advised my credit card company that this is a disputed charge.Desired Settlement: I would like MoviePass to withdraw this improper charge from my credit card.
Consumer
Response:
At this time, I have not been contacted by MoviePass regarding complaint ID [redacted].
Sincerely,