Sinemia Reviews (1602)
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Sinemia Rating
Address: 925 N La Brea Ave Fl 4, West Hollywood, California, United States, 90038-2321
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Sinemia makes you check in at the theater. I checked in at the theater. Now thy are trying to bill me for a ticket, claiming that I didn't check in.
Sinemia recently added a feature to not hold up their end of the contract. It is to check in at the theater 2 hours before to 2 hours after the movie start time. As irritating as it was, I got my phone out and checked in during the previews on their little Check-in screen that pops up over the app's dashboard. The next day, I get an e-mail, telling me I did not check in, and now they are billing me for the ticket because of it.... Even though I used the "check-in" button to check-in.
I want a full refund on this scam service since I signed up in September. (I believe the first time thy changed the rules was October.)
Hi. first of all, we would like to inform you that Sinemia is non-refundable and non-transferable as it is stated in the Terms & Conditions. Also, when we check your account, we see that you have been charged a misuse fee due to not checking-in on 02.15.2019. You should check-in each time you use Sinemia service. Otherwise you may face misuse fees or your account may get terminated. However, as a managerial exception, the fee has been waived.
(The consumer indicated he/she DID NOT accept the response from the business.)
They are still ignoring my complaint about a dangerous bug in the system. They are claiming I didn't check in, when I did check in. And if it's not a bug, this is a scam service. I still want a full refund.
Blocked pre-paid annual membership after first use of service and asking for more money.
I signed up for their discounted movie tickets mobile app after they sent me a promotion in email with promotion code LOVE. When I signed up for promotion, first, they didn't make it clear that besides the advertised fee of $203.88/year (for two movies for two every month) they will also be an activation charge ($9.99). After I paid all the money $212.87 ($203.88 + $9.99) I purchased two movie tickets to see a movie on the same day ehen which I signed up for their service (02/16/2019). They have a mobile app process in place which requires one to checkin at the movie theater, which I did. After seeing the movie they sent me an email in night which said I didn't checkin properly and must pay "$44.58 membership misuse fee" without which I'll not be able to use their app or service. I tried to approach their customer service at ***@sinemia.com and had email exchange with their CS representative ***. *** acknowledged there were some errors when I didmy checkin, but he still asked me to pay the fee. Customers cannot be held liable for their mobile application errors and dubious steps. Seems like they have put an error prone applications so that they swindle more money from innocent customers. I asked for cancellation of my membership and they said it cannot be cancelled which is against the best practices for any business. It is unthinkable that I'm not allowed to cancel their service within two days of signing for their bad services and stress.
Either refund my annual membership of $212.87 or cancel $44.58 charge with an apology that it won't happen again. Such dubious practice need to step. They should cleanup their act to deliver service that they promise during signup.
Hi, due to the mischeck-in on 16.02.2019, you have been charged a misuse fee. Therefore, your ticketing feature got disabled. However, as a gesture of goodwill, the fee has been removed from your account by our support team. Also, since you requested a chargeback, you are unable to log into your Sinemia account. Once you provide either the letter of withdrawal or the conclusion letter, our team will be able to take further action about the issue. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for waving the misuse fee. I've confirmed that it is no longer in place and is resolved as you mentioned in your email. However please give following feedback to your management:
The checkin process can easily be automated without requiring cumbersome manual clicking by Sinemia app users. Inside many theaters it is hard to get mobile network connectivity due to large crowd and heavy density of cellular phones due to movie going crowd. Sinemia app can easily figure out the location of its user and auto checkin. Besides the technical feedback which I just provided, I also have strong reservation with this checkin process. Every user already has already signed up for a plan, which provides limit on how many movies one can watch. So why such a cumbersome process? I take it that this process is in place to block some misuse of your app by bad users, but for that you shouldn't penalize good users, assuming they represent majority of your users. There got to be some simpler technical way to solve such misuse without prompting good users to go through such cumbersome clicks. (You can tell me what problem you are trying to solve and I can provide you a simple solution, because this is what I do in my day to day job.) Another reason why you may have such a process is to generate revenue from cellphone connectivity related errors, older OS versions, or people inability to follow instructions (think about older people or forgetful people here). Such a business model can never succeed, so you need to go back and work out your business model. I am guessing the business model of such apps is to gain enough user base so that at some point in future they can negotiate a volume discount from movie theaters as most of the theaters run empty anyway, and it'll be a win-win situations for both them and Sinemia like apps. So please focus on the main business model and building good relations with your user base as they form the core asset of your business.
They have disconnected my service until I provide not only government issued photo ID but also a picture of me holding it.
I commenced an annual plan in April 2018 for 2 movies for 2 people each month. Today when I try to get tickets for a movie tonight, the app (android) refuses me and says I need to provide more information on their site.
On their site it says I may no longer use their services until I provide government picture ID and another photo of me holding said ID. I've already been using the service for 10 months and I don't feel comfortable providing a faceless company with no representation you *** speak to such personal information.
Either a pro-rated refund on the remainder of my service including this month (for being unable to use the service) or to for Sinemia to withdraw their demand for all ID compensate me for the movie I was unable to see today and finish off my contract.
Hi, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on. In addition to that, Sinemia is non-refundable and non-transferable as it is stated in the Terms & Conditions. However, as a managerial exception, the pro rated refund you requested will be issued on our end within 1-2 weeks. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the issuing of the refund and will consider the matter settled, but my concern also extends to your reasoning for requiring a photo of myself holding my ID:
"ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account."
You have my billing information and my address where I was first sent a Sinemia credit card which will match my profile information. I understand sending this notice to customers where there is a discrepancy but not in every case. Also, how would having a photo and photo ID prevent someone from logging in for use of multiple people? One strategy is to register a limited number devices for use. Otherwise there's no way to prevent it entirely on your end without cooperation of theatres. Such is the nature of your business.
I realize that your company isn't profitable unless people forget to or don't use their tickets available, but making it more difficult and awkward to do so will just prevent future customers.
Just some food for thought.
Not inclined to verify ID due to privacy issues and would like to have refund.
I joined premium annual billed plan and now, they have stopped me from using the service stating I need to verify my ID. I am not inclined to submit my personal information due to privacy and trust issues with Sinemia, with its ever changing policies and terms.
Sinemia has every right to change their terms and I, as a customer also have right to accept/reject the terms which in the latter case, I would cancel. If I am not allowed to use service I paid for without ID verification, I want a refund for the remaining months of my plan.
I would like to have a refund for the remaining months in the annual plan i.e., from March to the end of my annual plan billing cycle.
Hi. Upon reviewing your account, we do not see any ID verification requirement. You can use your Sinemia membership.
(The consumer indicated he/she DID NOT accept the response from the business.)
I just tried to buy the ticket. I even travelled all the way to the theatre only to find I cannot use Sinemia as I haven't yet completed ID verification.
I would sincerely appreciate if you can process the refund for the remaining amount. I was not told that I need to do ID verification to use your service when I registered.
(The consumer indicated he/she DID NOT accept the response from the business.)
You have my credit card information with you to prove that it is me who is using sinemia. When I signed up for sinemia, there is no where mentioned that I would be needing to complete ID verification. If it were, I wouldn't have signed up in the first place. As I told you earlier, I'm not comfortable sharing my private and sensitive information with you in regards to the revisions you make and corner the customers to abide.
At first, you said ID verification is not required for me and now you are saying it is required to protect your company.
I request you to kindly cancel my account and refund the remaining balance. Please don't copy-paste the standard reply. I would like to again stress that I'm not willing to submit and if you don't allow me to use your service without submitting, simply give me a refund for the remaining amount.
Thanks
Hi. ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on.
Sinemia has no right to force their customers to submit to potential data privacy risks
On June, 2018 I made the mistake of signing up for Sinemia for a yearly term. Fortunately, it was only for the one movie a month program. I kept silent with their fee increases. That was not worth my time. In fact, I am probably their favorite customer as I only watched three movies in eight months.
Today, I tried to purchase a movie for myself and my son. I got an error message. Sinemia on my account popped a requirement to submit GOVERNMENT ID photo, like drivers license or passport with me holding it; AND until I provide it, I cannot log in to my account. A quick Google Search shows that this is being done for all customers. Are you data mining? Is this your way to cancel further yearly accounts? My one-movie-a-month account and three prior purchases is not suspicious - wouldn't you say?
None of the terms under which I signed up for allows them to do so - see historical terms at that time I agreed to:
https://***
Regardless, I may have been stupid to sign up for this service (cancelled as of today). But I am not stupid to expose myself to these privacy violations. No way would I provide this data and risk for its exposure on the dark web. The CCPA cannot come soon enough - though with these marketing practices, I doubt Sinemia will make it to 2020 to be bound by them.
Choose one: Either (a) Refund the amount I paid for your service; or (b) remove the nefarious requirement from my account; unblock my account, and extend the time of membership between this filing and time of resolution. Nevertheless, I will not renew once these four months are up.
Hi. We ask our members to prove that they are in fact the sole user of their Sinemia plan as stated in the terms they have agreed to. ID verification is required to prevent abuse and help us ensure you are the sole user of your membership. Your ticketing feature is currently turned off until we receive the necessary documents to start the ID verification process. Once you upload the wanted documents, the ticketing feature will be automatically turned on. In addition to that, the data you provided will be earsed from our servers once your ID is approved.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your statement that "I agreed to" such terms is blatantly false. While your updated terms say that, the terms that I signed up for, which you can see a historical copy here (after my enrollment date) https://***
do not list such terms. You cannot unilaterally change material terms after acceptance (Contracts 101). Your unreasonable suspension of my services after consuming my payment is in breach of your own contract. Failure to provide sensitive private information is not a reason for service termination.
I hope that Revdex.com and governmental agencies take notice of your unethical (and hopefully soon to be illegal) practices. Why does a movie ticket sales company need passports and drivers licenses from their subscribers? On your terms you disclose selling data to third-parties. Who might they be? I do not think that selling passports, driver license, and photo Ids for data mining is a reasonable correlation to your customers' reasonable expectations of your services. And in case you do not sell them, I do not trust you to delete them. Your company is a data tragedy waiting to happen, and I will not be a part of it.
Hi. Partial refund of your account has been issued. Please note that refunds issued to the original payment method are normally processed by your payment provider and/or issuing bank within 5 to 10 business days. However, some payment providers may hold the funds for a full billing cycle or longer. For further information regarding refund processing time frames, or if you require assistance locating a refund submitted back to your original payment method, please direct your inquiry to your financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing more I can say. You copy/pasted original response and did not address my personal case. The terms I agreed to did not have this. (Link previously provided). My one movie a month limit poses no risk to you. This is an obvious attempt to steal customer's money and their sensitive data.
You are an unethical company and obviously do not intend to stay in business given what you are doing. I will have a drink in honor of your sure-to-come bankruptcy filing.
To Revdex.com: we need better regulatory oversight from companies collecting sensitive information from its users.
They violated my annual contract with hidden fees and other misinformation.
Ordered annual contract on 9/21 for $119.88 up front, and realized it would take them 2+ weeks to process my account, so I paid $9.99 additional for "Accelerated Activation," thinking I'd be getting a card (the website showed pictures of a card, which I felt was manipulative. I contacted them about this and was told that my only option was to cancel my membership without a refund. Wow. Then the fees start adding up. "Convenience" fees. I got to my first movie and am told I'm being charged a convenience fee. And then a processing fee. I email them asking why this wasn't communicated up front but they do not address this question. Their terms of service seem to have changed: https://***
Now I am unable to use this service unless I provide them with "ID verification." I only found this out when trying to buy a ticket at the theater and was barred from doing so. Only upon contacting customer service am I informed of this new rule; I've read that there's risk of my account being suspended if I don't submit my ID, but to be honest every dealing with them to date has been so untrustworthy that I feel very uncomfortable sharing any additional personal information with them.
I haven't been able to use this service in several months now, for various reasons (the app also tends to crash and requires that I uninstall and reinstall every time I try to use it).
I purchased 12 months of this service at the end of September for $129.87 (including the expedited cardless fee) and used it in October and November, but have not been able to use it since for a myriad of reasons. I expect the 10 months (equalling $108.23) of unusable service to be refunded at minimum. Thank you.
Hi, Sinemia account activations complete within 1-2 weeks and the users do not have pay the accelerated activation fees. Since you have benefitted from the instant activation we are not able to provide you a refund for the accelerated activation.
Sinemia covers the cost your ticket and fees are not included as stated in the terms and conditions.
Furthermore, Sinemia is a non-refundable service however we can refund your payment after deducting the used 2 months as a gesture of goodwill. Your refund amount will be $99.9 and the process will be started with your confirmation. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept a refund of $99.90. thank you for finally owning up to the fallacy of the original contract. I hope in the future you will be more forthcoming with your customers.
Hi - I haven't received my refund quite yet. Would like to have an update from the company as to whether they've issued payment. Thanks!
This company does not let me use their service and does not respond to my messages.
I ordered this service, 2 movies per month for $83 over a year back in July 2018. I ordered it because it said I would get a card to use at the movies and have the option to book my movie online. I like to go last second to the movie theatre. When I completed my order in July 29, I received a message that I would receive my card in 30 days mailed to my address. A few weeks later, I received a message that my account had been activated even though no card had been received. I initially sent a message about it and finally got a minor resolution when they agreed to restart my service in October but would not send me a card. I had another issue when I tried to see a movie for the first time in January 2019, but the order failed to go through and custom per service was of no help and kept denying that I could get a card but I'd have to pay for it even though I only ordered it to get the card. Now, today I tried to see a movie again and they are trying make me send pictures of my drivers license and other ID on the internet and won't let me schedule a movie. This is ***. I ordered a service to see 24 movies and in 7 months, I have not seen a single movie.
I expect to get my money back. This service does not work and I have not seen a single movie in 7 months after a few failed attempts in the app and all I wanted was a service with a physical card I could use at the theatre. I may consider getting a physical card and a new year of service fresh.
Hi. Our support has reached you regarding the issue. Your membership beginning date has been updated to 27.02.2019 and your shipping address is asked through e-mail. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a minimal response from the business that my service has been restarted which is fine and also requesting my mailing address but not stating why. I responded by asking if it to mail me the card, and still Have not received a response. A big issue with Sinemia is the poor customer service and response time to messages. I have 10 days to respond to this and just asked a simple question, I should get a response within a couple days at most. This company needs to work a lot on their customer service.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a false statement and I want to leave an extremely negative review with the Revdex.com on this and know if there are any other steps to deal with in this situation. This company is clearly a scam company. I have responded to them numerous times and sent them numerous messages and emails. They have also blocked me on Facebook Messenger and a lawsuit has been filed against them.
Hi. Our support reached you through e-mail. However, since you do not provide the information we require, we are unable to help you further. Please check your mailbox and reach our support. Thank you.
I signed up and have been billed for 1 year of a movie a day. I have been locked out of my account.
I have paid for a 1 year subscription for a movie a day. I've been locked out of my account because now they want a copy of my government issued ID and a photo of me holding the ID. I don't think this is the smartest thing in the world to do and I told them. Since their service is non refundable and this was not in their original terms and conditions. A) they can refund what I haven't used and cancel my subscription or B) just let me use the *** card. They already charge me fees that I wasn't aware of until I started booking tickets and I went along with it. (Additional $2.80 per ticket)
Sinemia needs to be held accountable for putting peoples identities at risk. It isn't right and it should be addressed. Especially since their parent company is in Turkey. And the only way to get a hold of somebody it to mention them on Twitter. Then they ask that you send then a direct message. Which they told me I could black out all my personal information but I still have a problem with that.
Please look into these practices.
If they insist on having a copy of my Government issued ID i want my account cancelled and whatever I haven't used reimbursed to my credit card.
Hi, As stated in the terms & conditions a member *** only hav eone account. To ensure that, we ask our members to prove that they are in fact the sole user of their Sinemia plan. ID verification is required to prevent abuse and help us ensure you are the sole user of your membership. Your ticketing feature is currently turned off until we receive the necessary documents to start the ID verification process. Once you upload the wanted documents, the ticketing feature will be automatically turned on. Thanks.
I have been charged a misuse fee incorrectly. I booked a ticket to watch Lego and when I arrived at the theater I was not given an option on the app to check in. I tried before, during and after the movie to check in but was never given an option. Then, a few days later I am charged a misuse fee of $8.39 and I *** no longer use my account. This is just extortion and completely fraudulent. I did everything I was suppose to and then charged unfairly. The customer service is non-existent. I have prepaid for a year and this company is a complete scam. In addition to the above issue, it seems like every time I use the app they charge more fees. They had no fees earlier now they started charging convenience fee .
Product_Or_Service: Sinemia movie Plan
Billing Adjustment I expect the customer to remove the misuse fee and unlock my account. It was their application that was not working. I tried to check in prior to the movie and at the end of the movie and was not able to do so.
Hi, upon reviewing your account, we see that you have been charged a misuse fee due to the mischeck-in on 02.10.2019. However, as a gesture of goodwill, the fee you were charged has been removed. You are able to use the ticketing feature.
Service altered to no longer allow me to use the Movie Tickets I paid for until I provide Government ID which I do not wish to provide to an online co
I cannot use my 3 movie tickets this month until I send my photo ID to this company. I have 3 more months and at least 7 more movie tickets to use before my annual plan is up. They switched their policy with no notification to me and blocked me from using my service until I provided more sensitive information.
Either unlock my account or refund me and remove my credit card from your database.
Hi. ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on. However, as requested, pro rated refund has been issued on our end. It will be completed in 1-2 weeks.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable. I shouldn't have to provide this information in the middle of my subscription. Maybe if I wish to renew. This is not an acceptable response. Please refund me. The fact the fact that you blocked out my subscription in the middle of it and changed it after I have paid the full price already. You shouldn't lock me out of the service I have paid for. And an extra 2 weeks is not acceptable either since this service is time based.
Hi. We ask our members to prove that they are in fact the sole user of their Sinemia plan as stated in the terms they have agreed to. ID verification is required to prevent abuse and help us ensure you are the sole user of your membership. Your ticketing feature is currently turned off until we receive the necessary documents to start the ID verification process. Once you upload the wanted documents, the ticketing feature will be automatically turned on.
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I have ALREADY paid for the service and have been using it and participating as specified then I should not be getting this mid subscription. I will not send you Government Documents to use a service I have already paid for and have been using. This is highly unethical and I should not be suspended mid service when I paid for it and should be able to use my tickets.
I will not send you my drivers license this could affect my identity. Either refund me for my unused tickets or reinstate my subscription. This has caused me to lose time on a TIMED SUBSCRIPTION. If you do reinstate me or refund me I should be compensated for February too as I should not have been blocked out.
They do no provide the service promised. They are unethical and thieves. This business should be immediately shut down.
they charge extra fees than advertised. They lock accounts and charge random meaningless penalties to unlock the account. Once unlocked they add layer and layers of extra steps to activate the account. In short they try to make their service as expensive and difficult to use as possible to deter people from using it. Thieves. Complete violation of customer service and trust.
I need the business to return my $8.99 plus tax for 10 months of remaining service. And the extra $20 i was charged as "misuse" fee.
Hi. We checked your account and saw that you have been charged a misuse fee due to not checking-in on 01.21.2019. As stated in the terms & conditions, you should always check-in each time you use Sinemia service. Otherwise, you may face these kinds of fees or your account may get terminated. However, as a mangerial exception, thee fee you were charged has been refunded. IT will be issued on our end in 1-2 weeks. Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
1) the app is clunky and often doesn't work making it impossible to check in. the customer shouldn't have to be inconvenienced and penalized for that.
2) the added complain is about the new ID verification step.
Hi. While checking-in, if the mobile device does not receive enough service, these kinds of issues may occur. Therefore, we advise Sinemia members to make sure that their phones have a healthy connection. Also, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on.
Classic bait and switch
I purchased an annual subscription on 07/27/2018 that is to see 2 movies per month. In October 2018, Sinemia added a new fee that made the plan worthless. Now I was forced to pay $1.80 each time I saw a movie. This was not in the agreement I agreed to when I purchased the service. I asked Sinemia for a pro-rated refund and they refused.
I am seeking a pro-rated refund.
Hi. Upon reviewing your account, we see that you have been charged a misuse fee due to the mischeck-in on 02.02.2019. You should always check-in each time you use Sinemia service. If not, you may get charged a misuse fee or your account may get terminated. In addition to that, Sinemia is non-refundable and non-transferable as it is stated in the Terms & Conditions. However, as a managerial exception, the fee you were charged has been refunded. It will be issued on our end in 1-2 weeks. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
Sinemia's response was irrelevant to my complaint. They did not address my complaint about having to pay a fee every time I see a movie. They also did not address their bait and switch tactic that went against the agreed terms of service.
Hi. Sinemia covers the cost of your movie ticket. Every time you purchase a ticket online using your Sinemia plan there are transaction fees imposed by the payment processors. Sinemia may reflect these processing fees to your payment method on file if such fees are involved. Currently the processing fee for online purchases is USD 1.80. Processing fees still may apply even ticket selling websites don't charge convenience fees as processing fees are paid to the payment processors by Sinemia. However, if payment processors don't charge processing fees for your tickets, you will not be charged for processing fees. If you would like to waive these online transaction fees, you may consider ordering a physical card through www.sinemia.com/member page
(The consumer indicated he/she DID NOT accept the response from the business.)
Do customers pay processing fees and/or transaction fees when they shop at Walmart, Best Buy, Amazon, etc? Of course, customers do not. Who pays for the payment processors? The retailer. That's the cost of doing business.
Anyway, the bait and switch tactic still has not been addressed. The terms of service I agreed to says fees do not change until the end of my billing cycle. However, fees were changed in the middle of current subscription. Sinemia broke the terms so I am requesting a refund.
I put the wrong theater in the Sinemia app so couldn't check in to my movie. Contacted customer service 6+ times to no helpful reply.
I purchased a movie ticket for Bohemian Rhapsody at the Century Cinema 20 Great Mall location using my Sinemia Premium digital credit card, but in the Sinemia app I wrote that the movie was at Century at Pacific Commons by mistake. This movie was January 25, 2019. I immediately took action AT THE THEATER when I realized the mistake - I emailed and tweeted at Sinemia (to *** from *** - but without response, my account was put on hold and accrued fees totaling $31.40.
The movie ticket numbers are XXXXXXXX and XXXXXXXX for Cinemark theater Century 20 Great Mall. I bought them through my Fandango account under my email, ***@gmail.com The confirmation number of this order is XXXXXXXXXXXXX
I received notification of this hold and was told that if I got a refund for the ticket for not going, I could upload relevant documentation showing that to work things out. Although that wasn't my issue, I did contact them with my specific issue On January 25th and 26th.
I have since contacted them nearly a dozen times (via Twitter tweets & direct messages, email to ***@sinemia.com, and through the online help form) on the issue but have received no helpful solutions. They seem to have a bot named "***" that auto-replies that I should check-in at the correct theater next time. He also said "if you just forgot, we'll let the team know to see if anything can be done."
So, I explained to "***" that Bohemian Rhapsody at Pacific Commons at 7:25pm January 25 2019 never existed. Bohemian Rhapsody at Century 20 Great mall DID exist at 7:25pm January 25 2019. There was no "going to the right theater," I bought the correct ticket and entered a different theater on the app. Then I went to the movie I paid for with Sinemia. I took pictures for proof instead of checking-in because I couldn't check in. I knew I'd have to prove it later.
*** did not reply to this so I forwarded these emails a few more times asking for help. I used the online Sinemia help page at least twice which I believe are what prompted replies from ***.
I direct-messaged Sinemia on Twitter *** and got another generic reply. I replied to that reply explaining my situation again. Twitter notified me that Sinemia read this - the checkmark on the timestamp proves that - and yet, no reply.
I continue to seek help for my specific issue with you because Sinemia's customer service hasn't actually read and replied to my problem. I seem to have hit a dead-end with them and they will only send generic replies. Worse, I still cannot use Sinemia to buy a movie ticket because of the hold on my account preventing me from using the service I'm still paying for.
I have Sinemia for two which gives me two movies a month (not 3D) for me and a plus-one. I've already paid for a year of this service (May 24 2018 to May 19 2019) which cost over $150 so I want to keep the membership until it expires in May. I do not want to pay the $31.40 fee because I believe I am innocent of the charges against me. I did everything in my power to rectify the issue the day-of the movie and received no reply. I took pictures as proof that I went to the movie I paid for with Sinemia because the whole point of check-ins are to prove you actually go to the movie. I provided that proof. I emailed ***@sinemia.com over 6 times and contacted them at least twice through their online portal and twice through Twitter. I broke no rules by entering the wrong theater in the app. I had no way to change that theater after the fact, either. I bought a movie ticket with Sinemia, went to the movie, and tried to check-in. I want my account fees cleared and for Sinemia to cancel the hold on my account preventing me from using the services I'm still paying for. I even had to buy a movie ticket out of pocket during this hold-and-fee period because I can't get ahold of Sinemia. So, I want Sinemia to reimburse me for those 2 tickets which cost $36.40 as well (Lego Movie 2, Century at Pacific Commons on February 9 2019 at 8:10pm confirmation number XXXXXXXXXXXXXX).
Hi, upon reviewing your account, we see that you have been charged a misuse fee due to not checking-in on 25.01.2019. However, as a gesture of goodwill, the misuse fee removed from your account. Also, Sinemia does not refund the out of pocket purchases but as a managerial exception, one more movie day has been added to your current period. In addition to that, one of your two movie days has been rolled over to the next period since you were unable to use it.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response begins with, "upon reviewing your account, we see that you have been charged a misuse fee due to not checking-in on 25.01.2019. However, as a gesture of goodwill, the misuse fee removed from your account." This response bothers me because, once again, Sinemia has NOT actually read and considered my complaint. When I email them directly, when I tweet at them, when I email them through the website, and when I contact them through the Revdex.com I continue to hear that it is my fault that I did not check in to the theater. This isn't that hard of an issue to resolve: Sinemia itself says that IF there has been a mistake on your account, let us know and we *** resolve it. If you have issues, contact us. My issue was that the theater I bought a ticket for and the theater I selected in the app were different by mistake, and there was NO WAY FOR ME TO CHANGE IT. I tried tweeting, emailing, and calling immediately. Unfortunately Sinemia doesn't have a phone number to call. I had no immediate response. When I finally did hear back the next day, they told me the fee is on my account because I didn't check in so "don't do that again." I knew this already but I COULDN'T check in. That is the whole issue! Instead, I proved that I went to the movie that I paid for with Sinemia through photos, screenshots, and movie ticket stubs.
In their response, I want them to ADMIT they have a faulty system that doesn't allow the consumer to correct mistakes. I understand that I did not check in - because I couldn't check in. I want them to tell me that they did indeed read my complaint and realize that once the wrong theater was in the app, there was no way for me to fix things but since I used the app correctly otherwise and went to see the movie, I shouldn't accrue fees and they should fix their business model so it doesn't happen again. I want them to read my account of what happened and tell me that I did the right thing by proving that I went to the movie because that's the WHOLE POINT OF CHECKING IN. I provided PROOF that their product is being used correctly. I mistakenly entered the wrong theater in the app, yes, but I used the service honestly and as it is intended to be used. So I accept the fee waiver, I accept the extra movie, but I require an apology for myself and for the consumers you are ignoring by not having an adequate customer service division.
Hi, the reason you were not able to check-in is that you created the advance ticket for Century at Pacific Commons and XD but watched the movie at Century 20 Great Mall & XD. Therefore, the app did not allow you to check-in. While creating advance ticket, we suggest our members to take tjheir time to aviod such issues or you may reach our support team before the movie starts. That way, you will be able to avoid the misuse fee.
I was blocked from using Sinemia service for no reason ,Sinemia checkin process did not work at theater and they are blaming me for that
Sinemia gives movie tickets for yearly subscription(I paid for 3 movie tickets a month plan),they have a mandatory checkin process after purchasing every movie ticket and this checkin has to be done at the movie theater
3 weeks back I purchased ticket through Sinemia and at the theater I tried to checkin but their mobile app did not let me checkin even after repeated attempts
Now they are blocking from seeing the movies nor responding to my emails,I am purchasing movies without Sinemia now and I want my refund of yearly subscription when I cancel or need them to accept their technical glitch and open the service for me
I need someone to contact me from Sinemia accept their fault and open the service so that I *** purchase the movie ticket or Refund my yearly paid subscription amount back to me and cancel subscription
Hi, when we check your account, we see that you have been charged a misuse fee on 18.01.2019. Therefore, your ticketing feature has been disabled. However, since the fee payment is completed, currently you are able to use Sinemia service. In addition to that, as a managerial exception, the fee you were charged has been refunded and it will be processed on Sinemia's end within 1-2 weeks.
I paid for a service and now they will not allow me to use it. I have asked for a refund if they will not allow me to use it but they will not refund
I paid for a service and now they will not allow me to use it. They claim I need to provide identification. They have everything needed to establish and pay for the service. I have asked for a refund if they will not allow me to use it but they will not refund the subscription amount. They will not call me to discuss or allow me to call them. They are a fraud by taking people's money and then not allow the use of the service people have paid for.
A full refund should be provided since they will not allow me to use the service I paid for. I paid for a year long membership, and was only allowed to use it for about a month. I met all terms.
Hi, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on.
Upon reviewing your account we are not able to see any ID verification request.
Sinemia is a non-refundable service as stated in the terms and conditions.
If you need further assistance you may contact us at ***@sinemia.com. Thank you!
(The consumer indicated he/she DID NOT accept the response from the business.)
Loading documents was not part of the original terms when I paid for the service. They took my money without needed this, so why would using the service require it? We are talking 3 movie tickets a month, what kind of misuse can occur? The company can change terms and then withhold services I paid in full for? I see online comments that not everyone is required to do this, so this feels like they are targeting people that they already have paid. I don't think this company has shown integrity to handle my documents correctly and safely. If they change terms for when my yearly subscription came to renewal, then I could make a decision to not provide the documents and not pay for the service. I consider this bait and switch.
Hi. The document is required to accelerate the process. If you'd like, you may wait for your bank to get in contact with Sinemia. Until the necessary document is acquired, our team will not be able to re-activate your membership.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
My account has been locked since late Feb, so I am confused on why they say I used it to buy a ticket. I prefer to have my account unlocked and the tickets I couldn't use be added. If that is not possible, I would expect a refund of for 10 months I couldn't use, so a 83% refund.
Thanks
Ticket booking service is not working & no response from Sinemia customer service.
I am not able to use the service since keep on asking for ID verification. I don't understand why this was not a in the policy when I bought the subscription. Then I will decide whether to agree on. Since this was not in original agreement, I want to cancel service and complete refund.
I subscribed for plan which has 1 movie in a month for a amount of $47.88(annually). Don't understand why an id verification required and to be uploaded to a website not signed (agreed) for security of any uploaded document.
Also, there is no customer service for any kind of complains. Customer service only reply when buy any of there service.
I would like to have complete refund since I lost trust in services and policies of presented by Sinemia.
Hi, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, upon checking our system, we see that you own two Sinemia accounts. A member can only have one membership as stated in the terms & conditions. Therefore, the account with 1 movie day (Classic 2D) a month has been terminated. However, as a gesture of goodwill, unused months on your account got refunded. In addition to that, we do not see an ID verification request on your account.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have any other personal account. Please share the other account details which you are claiming as mine.
I want to make this very clear that I have only one personal Senima account.
I am still waiting for refund confirmation.
Hi, our team also contacted to provide the details about your termination. As an exception your account has been refunded as a gesture of goodwill since we do not provide refund for the terminated accounts. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
The termination reason was wrong that I have two accounts because accounts have same names. When I asked to shared the account details then Sinemia agent replied that they can't share other account details.
Now, since my money refunded, I am closing this complaint.
overcharged refund issue and suspended account
I purchased a year membership to the sinemia service for $95 on Dec 8 2018 . then I proceeded to purchase a membership as a gift for my roommate. when the charge for the second membership came thru it was for $395 for the same type of membership. I immediately reached out to the service via email and asked for the 2nd account to be cancelled. I had my friend buy it herself and gave her the $95. Then the company said I could cancel it after the year was over. I again told them I was overcharged for the gifted membership by 4x's ... Finally they said they would refund it. Except they never did. So I put it in dispute with Discover card. the case went thru weeks of "investigation" and came back in favor of Sinemia because they challenged the charge back saying it was valid even though in writing they promised to refund it weeks ago. So I disputed again this time I won and they agreed to refund the money. So that dispute is over. NOW the issue is that because I purchased both memberships- Mine and the gifted on the same credit card they suspended my original account as soon as I put the gifted account into dispute. I never disputed my account or the $95 one has nothing to do with the other except that I bought them with the same credit card. So I have never been allowed to use the account I bought myself since I purchased it in Dec. SO for 2 months I paid for a service they would not allow me to use... I am SO frustrated. I hate this company. SO now I have the original membership in dispute because I have essentially paid for a 12 months membership that I will only be allowed to use for 10 months. I have asked them time and time again what happens to the 2 months from my original membership to which they have NEVER answered the question - literally they have ignored it in all of our email correspondence. I have asked SO many times
My boyfriend and roommate both have the service as well and we have not been able to use any of the accounts because mine isn't working - so no one has gone yet waiting on mine to be resolved. We do movies as a group and cant go. I would like all 3 accounts activation date to be moved to begin once my account is working again. No one has used the membership yet.
Hi, after you have contacted our support, our team had attempted to refund the paymetn however we see that you have disputed the payment. Unfortunately our finance is not able to take any action on a disputed payments. In case you do not any longer dispute the payment, with an official statement from the bank we will be able to refund the payment as of $395.88 after contacting the finance as a gesture of goodwill. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered no resolution. The dispute is already final on the original over charged account in the amount of $395. Again why did they challenge the dispute if they planned on giving me a refund. They told my credit card company it was a valid charge. Their response made no mention of suspending my personal account that I paid a year in advance for. They would not allow me to use it for over 2 months while we disputed the overcharged gifted account. They also in writing said they will not give me a credit for those 2 months or extend my existing membership for 2 months nothing they just expect me to pay for those 2 months that they froze my account and would not let me use. their business practices are Terrible. Their customer service is awful as evident in their response since they failed to address half of the complaint. I have had to send multiple emails to get answers to questions. I litterally asked these people in 6 emails about what happens to the 2 months I wasnt able to use my account to get an answer. I would have never had to dispute the amount if they had given the refund as promised they just never did. I'm fairly certain suspending an account in good standing because it was purchased on the same credit card as another account that they overcharged me for cannot be legal. Not refunding me for those 2 months or giving me any credit for those 2 months also is illegal I paid for a service you would not allow me to use.
Hi. Because of the dispute, our financial team is not able to issue the refund. After you provide the letter of withdrawal or the conclusion letter which provided by your bank, we will be able to take the necessary actions.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I do t even think they are reading my complaint. Their answer has nothing to do with my current complaint. I dont want anything reinstated u am offically cancelling ....again and again... they are crooks. Can someone please review my complaint and verify that they are not even answering my questions. For addressing the issues that I have put in my complaint
I'm being charged extra fees by this company because their app does not work.
Both my wife and myself paid 7.99 per month upfront for a Sinemia membership. Last week the digital credit card they provided me in order to purchase my ticket did not work, therefore I had to pay for a movie ticket out of my own pocket. To make matters worse, Sinemia charged me 15$ "misuse fee" for not checking into the movie on their app, even though I never was able to buy a movie through their app. I reached out to them and they told me the matter was resolved, however tonight I tried to go to a movie with my wife and it will not let me use the service until I pay the $15 misuse fee. ITo make matters worse, we were in a rush and my wife went to use her Sinemia app and it won't let her buy a ticket because she has to "prove her identity by taking a picture of herself with her license" who has time for that? This is the worst service I've ever used.
I want a FULL month's refund for February, and a pro-rated refund for the months I have not yet used because this service is UNUSABLE.
Hi, upon reviewing your account, we see that you have been charged a misuse fee on 02.02.2019. However, since the ticket was not successfully purchased, the misuse fee was waived. On top of that, the month you were not able to use has been restored by extending your plan's expiration date and adding another month to your subscription as a gesture of goodwill. Furthermore, your payment method got upgraded to personal cardless system.
Sinemia has never responded to any of my emails pertaining to complaints of their service. Now they have unfairly blocked my service without ever dealing with my concerns.
I have emailed Sinemia on several occasions about service issues, but they have never replied to me. They have instead unfairly blocked my service while ignoring my complaints and concerns. I have several copies of email complaints that have gone unanswered. Now my service is blocked because I decided to reverse a charge that I payed them. That got their attention, but they only sent an email telling me that my service is blocked. They never responded to my numerous complaints. They said that once I get the charge sent back to them, I have to contact them about getting my service unblocked. THEY NEVER RESPPND TO ANY EMAILS AND DO NOT HAVE A PHONE NUMBER! HOW CAN I CONTSCY THEM? I want my service back to the original deal that I started with. This is very frustrating and if this is the way that they do business, they should not be allowed to be in business. It's unfair!
I want my service back to the original deal that I started with.
Hi, upon reviewing your account we see that your Sinemia plan was expired and you have disputed the payment with your bank.
We would like to assist you with the activation of your account however we see that you have disputed the payment so unfortunately our finance is not able to take any action on a disputed payments. In case you do not any longer dispute the payment, with an official statement from the bank we will be reinstate your account so that you may renew your membership. You may send us the letter at ***@sinemia.com. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculous. The reason why I stopped paying is because NO ONE EVER RESPONDED TO MY NUMEROUS COMPLAINTS! I was charged a fee for not checking in to movies on time, but that service did not work and I wrote your support staff at the SAME EMAIL ADDRESS YOU ARE GIVING NOW TO COMMUNICATE WITH YOU! IF THAT IS THE ONLY WAY YOU HAVE TO COMMUNICATE WITH PAYING AND COMPLAINING CUSTOMERS, IT IS HORRIBLE! I do not accept this response from you. In my complaint, I stated that NO ONE ever returns complaints sent to your service. You have given me the same "***@sinemia.com" that NEVER RETURNS A MESSAGE!
I think that you are doing this to force people to give up their plan of 3 tickets for 2 people/month. That is what my plan was, but it is no longer offered on your site. That is why I think Sinemia does not answer my complaints nor do they offer that same service. I did nothing wrong. I ordered a service and the only way to get your attention was to stop payment. This is a sham and I am definitely not satisfied. You should not be doing business in the U.S. if your customer support is this horrible. I see that you responded to the Revdex.com. Why don't you respond to your paying customers!
Unacceptable!
Hi. upon reviewing your account, we see that you were charged a misuse fee due to the missed check-in on 01.07.2019. However, the fee has been refunded by our finance team. Also, because of the chargeback request, you are unable to log into your account. If you could provide the letter of withdrawal, we can add one extra month with three movie days to your membership upon your confirmation. You can send the letter through ***@sinemia.com e-mail address.
Disruptive technology is rarely smooth flowing... Sinemia, in my opinion at least, has managed to create a subscription service that I value and use frequently (3-5 times a week) with an app that is generally quite well-behaved (on my phone and with my service provider) - Others seem to have endless issues and complaints, but it seems to me that they often don't understand what they are signing up for and have failed to read the FAQ and TOS. The only "complaint" worthy issue I've had in nearly 6 months was specifically because I hadn't actually read the FAQ correctly and managed to secure a ticket over 3 weeks out from the date. I lost 3 weeks of access, but it was completely my fault for not paying attention to what I was doing. The other small inconveniences are more than outweighed by the access to movie tickets at a ridiculously good rate and how easy it is to use the system with a physical card. Perfect? no... customer service staffing needs a major upgrade, but I'll take it for what it is and be thrilled with how much money I've saved and continue to save.