Sent: Tuesday, September 08, 11:AMSubject: [redacted] Importance: High I am responding to the complaint submitted on 8/21/at 11:22:PM and was assigned an ID of [redacted] I have tried several times to reach the customer [redacted] to resolve the complaint I have left voice message with the customer and they have not returned my call I have left my contact number with the complaining party and told them I would like to work with them on resolving the complaint They have not attempted to call back As for the complaint with ID# [redacted] we did have a problem with the movie that was supposed to start at 9:PM and during this time we were in contact with our customers in that theater letting them know we were having technical difficulties starting the movie and we were very sorry for their inconvenience The majority of patrons in the theatre understood and were willing to wait it out until we could fix the problem, for those that decided to leave and not wait we offered money back our passes for them to use at another time This offer was available for all the patrons who were there to watch this movie I do not understand why this patron who was upset with the movie not starting on time did not take advantage of this offer All they had to do was voice a complaint of them not being happy or not being able to wait and we would have gladly given them their money back It was an unfortunate thing to happen but we were eventually able to start the movie at 10:PM and not have any other issues with the movie Cinemark is very Customer service warranted and we want all of our customers to know that we care about them and want to give them all the best movie going experience Thank you, Mike V [redacted] General Manager Cinemark Hollywood [redacted] ** [redacted] Phone # [redacted] Fax # [redacted]
Sent: Tuesday, September 08, 11:AMSubject: [redacted] Importance: High I am responding to the complaint submitted on 8/21/at 11:22:PM and was assigned an ID of [redacted] I have tried several times to reach the customer [redacted] to resolve the complaint I have left voice message with the customer and they have not returned my call I have left my contact number with the complaining party and told them I would like to work with them on resolving the complaint They have not attempted to call back As for the complaint with ID# [redacted] we did have a problem with the movie that was supposed to start at 9:PM and during this time we were in contact with our customers in that theater letting them know we were having technical difficulties starting the movie and we were very sorry for their inconvenience The majority of patrons in the theatre understood and were willing to wait it out until we could fix the problem, for those that decided to leave and not wait we offered money back our passes for them to use at another time This offer was available for all the patrons who were there to watch this movie I do not understand why this patron who was upset with the movie not starting on time did not take advantage of this offer All they had to do was voice a complaint of them not being happy or not being able to wait and we would have gladly given them their money back It was an unfortunate thing to happen but we were eventually able to start the movie at 10:PM and not have any other issues with the movie Cinemark is very Customer service warranted and we want all of our customers to know that we care about them and want to give them all the best movie going experience Thank you, Mike V [redacted] General Manager Cinemark Hollywood [redacted] ** [redacted] Phone # [redacted] Fax # [redacted]