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 is a bait and switch operation that charges new fees for customers even on annual plans. They charge fees I never agreed to when I paid up front for a whole year, then implement ridiculous ID verification, and their app doesn't work and they lock peoples' accounts and blame it on the customer. Do not use Sinemia, and I will absolutely not be renewing my account with them.
Sinemia attracted customers with a bait and switch tactic, added additional barriers to use its application and movie watching service and made little or no honest effort to rectify true concerns; would not offer annual membership refunds and evolved the product to charge fees embedded in simply using the application. The product appears to be misrepresented at all levels; is complicated to use the application, and additional fees are warned through a complex web of simple links and additional requirements to actually use the application. The service now required additional data collection including images and personal identification to verify users which in true essence provides not true benefit to Sinemia except using our personal items "Address" on drivers license that are now in Sinemia possession to use as it sees fit as an organization. I have never been so disgusted in a service that I am currently locked into and feel like a hostage; not a customer. Sadly Sinemia continues to act like it provides a product worth any money at all It is certain that I risk them cutting my benefit as I am outspoken with the service.
Product_Or_Service: December 2018
Account_Number: They only provide an
Contact by the Business Desired resolution would be to have them correct the misleading application; simplify the use and reduce the multiple fee structure that Sinemia has created to exploit more money from weary users. I realize this is not going to happen; however, I know Sinemia must present a better business plan, stop changing the terms of the originall agreement which hurts the consumer. Treat us like a consumer, provide acutal human beings Contact phone assistance to correct matters and develop.
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. Upon reviewing your account we see that you have provided the requested documents so that your account has been approved.
Sinemia covers the cost of your movie ticket. Everytime 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. 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.
Thanks for your feedbacks, our team is really working hard to improve our services. We are growing every day with our user's feedbacks and support, for providing better assistance and services.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because as a contracted customer I do not have a choice. The organization is charging extraordinary fees not seen on other applications of the same and the Sinemia group still does not or will not provide an actual customer service phone contact. The only way to communicate concerns, which would allow us to file complaints with Sinemia in and of itself and not an outside organization like Revdex.com; would be if they have assistance to the customer. I am very disappointed with the complexity of the service offered by Sinemia, which is truly not made clear when you sign up for it; but is discovered as the consumer continues to use the services. Thank You for following up.
Sinemia charged me a misuse fee due to failed check in at a movie I attended but the app had issues and wouldn't allow me to check in.
2/8/2018 I attended a 6:50 theatrical showing of a movie I attended. Sinemia requires me to "check in" once I am at the theater. I tried checking in using the sinemia app but it kepy saying "processing," and errored out. I tried multiple times, restarted my device and went outside to check in. I emailed Sinemia DURING the movie TWICE my issue checking in. I attached photos of the tickets I bought as well as the screen shot where it said "processing." I also have video evidence this happened as well. I emailed support for a THIRD time on Monday 2/11/19 and all I get is the automated response but no real person has contacted me to resolve this. I now have a $21.50 misuse fee and am locked out of my account. This is the second time this problem has happened with no actual customer support. Sinemia just sends the same generic email no matter how many times you try to reach them. Before I received a physical card, they also charged me "processing fees" when I would buy tickets online, this was NOT disclosed in my original membership. There are many online reviews and people that are experiencing the same issues I am experiencing.
I am requesting a refund of the $28.10 misuse fee I paid plus a refund of all of the convenience and processing fees which were not disclosed to me when I originally signed up. I am ok with paying the $29.98 for the physical card. The total refund I am requesting is $53.50. I have a screen shot from my bank showing this is the total amount ive paid in processing, convenience and misuse fees since 11/6/18. I am also requesting my membership be unlocked. Sinemia will not allow a prorated refund for the annual membership. It isnt right to lock me out and not allow me to use the service.
Hi, upon reviewing your account we see that you have not completed your check-in for the movies on 10th of January and 8th of February.
As stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse. However, as a managerial exception, we will be removing your latest misuse fee from your account and refunding the previous misuse fee to the original payment method. Please be noted that this is a one time exception therefore if there is a misknowledge about completing a check-in, please let us know so that we can provide assistance.
Sinemia covers the cost of your movie ticket. Everytime 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. 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.
Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
The 2/25/2019 dialogue from Sinemia is an automated response that has been sent to other people on the Revdex.com site. On 3/2/2019 I logged into my bank account and see that Sinemia did refund me a total of $28.10 which was the "misuse fee," but not the full amount of $53.50 that is for prior fees that were never disclosed when I signed up for Sinemia. On 3/2/2019 I then logged into my Sinemia account and discovered they have TERMINATED my account entirely. So Sinemia sent their standard automated response to the Revdex.com saying as a one time managerial exception they would refund me a misuse fee, but then days later CANCELLED ME ENTIRELY. There is no indication that they are going to also pro rate refund me for the annual membership I paid for, and there is no indication I will be refunded for the physical card they charged me for. Here is word for word the dialogue that is on their website regarding the termination of my account:
"Dear Sinemia member,
This is an important notice that requires your attention.
Our top priority is to provide our members with the best movie-going experience possible in the most affordable way. In order to achieve this goal, it is very important for our members to comply with the membership rules and abide by the terms of service.
Sinemia has put several systems and measures in place in order to prevent fraud and keep Sinemia's membership sustainable and affordable.
Upon reviewing your account, we regret to inform you that the system has detected examples of your membership use that violates the terms of service. As a result, your account has been terminated. An account may be terminated, but not limited to, for the following reasons:
Unauthorized use of the Sinemia card/cardless outside of its intended purposes, resulting in fraudulent financial activity
The use of multiple Sinemia accounts in the same device resulting in financial abuse
Reasonable suspicion of fraud and/or abuse
Sharing one's Sinemia membership information to purchase tickets for other persons.
Manipulation of location data resulting in deceptive ticket purchases
You may review the usage terms of your account on our website if you would like to seek further information. Given the circumstances, please note that you will not be able to create further accounts with Sinemia.
Best regards,
Sinemia
You are eligible for a refund based on the difference between your payments to Sinemia and the cost of your ticket purchases. Please fill in the form to get detailed usage history and apply for a refund."
This is unacceptable as a consumer. I am now requesting the following refund: $25.40 (difference between what I originally asked for and what they refunded me already), plus $29.98 (cost of the physical card) plus $197.91 (I paid the annual Membership cost of $263.88 November 6th, 2018 so this is for 9 months of service I cant use because Sinemia terminated my account). Sinemia shouldn't be allowed to keep the difference if THEY are the ones who cancelled me for something their app has continuously caused me to have issues with. I have also asked for this difference from Sinemia and like other people have experienced, no response from their customer service. The total refund then should be $253.29. I have screen shots from my bank account for the membership fees and various other ones as well as video evidence that the app wouldn't let me check in during the most recent movie I attended using Sinemia's service.
If Sinemia doesn't believe that I attended the movies I used their service for, Im sure the movie theaters would have me on camera at the locations I went to, as well as cameras showing I entered the actual theater the movie was showing in. I am 100% confident and truthful that the 2 movies in question I did not "check in" to were strictly due to the apps issues and errors. The first time I did not check in I will take full responsibility for as I missed that one. But the other 2 were strictly due to Sinemia's inability to have their service working properly. There are countless stories on the Revdex.com website as well as online with people experiencing the same issues. All I am asking for is the refund I stated above, nothing more. Sincerely, ***.
Hi. The system terminates the accounts in case of a fraud detection automatically. If you would like to apply for an adjusted refund, you may click on "Request usage history" on your membership area at www.sinemia.com/member page.Also, Sinemia covers the cost of your movie ticket. Everytime 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/ AUD/ CAD/ GBP 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.
(The consumer indicated he/she DID NOT accept the response from the business.)
This Sinemia response is clearly an automated message and does not specifically address my concerns or request whatsoever, nor does it confirm I will receive a prorated refund back for the cancelation of my account for the months I cannot use the service. Sinemia has no right to keep the money I paid for the months I CANNOT USE the service. Websites such as: Business Insider, Engadget, Techspot and Slashgear have NUMEROUS stories of the EXACT thing I am experiencing regarding Sinemia's horrible customer service and wrongful termination of accounts. I would like to reiterate that I have photos and video proof that the Sinemia App would NOT let me "check in" to the movie the last time I used their service. I fairly want my money back on this service. The lack of "actual" response from Sinemia (it is literally an automated response) is unacceptable. There has been no proof or explanation of why Sinemia gets to keep my money for the full year's worth of membership fees for a service that FAILED to work on THEIR end.
Sinemia has wrongly applied penalties to my account and is unavailable via customer support. There seems to be no way to reach them.
I subscribed to the monthly Sinemia movie ticket service last August. I paid for a year in advance along with a couple of other payments related to setting up the service (recently buying a credit card to avoid the add-on fees and account activation). These are listed below.
The service has not been perfect but I dealt with it until recently. They are now trying to charge me an additional amount for tickets I used on 1/9/19. They require a "check-in" via their app at the theater during the movie time. Unfortunately the app did not work. I emailed them from the theater to tell them on 1/9/19 (email is the only option). I received a form email back and no resolution.
I now have a notice on my account saying that "You have $27.4 membership misuse fee payment." My service is locked until I pay this amount. I've reached out to Sinemia again via their support email, Facebook, and their website, receiving the same form letter back for email and website.
The penalty is supposedly because I didn't use the tickets, but I emailed them copies of the tickets and my receipt the night of the movie. At this point I'm stuck, unless I pay the penalty, I can't use the service, but the service isn't working and no one at Sinemia is listening.
My service was available in September 2019 and I was unable to use February due to the above. If I have 7 months left at $19.99 / month and the recently sent card I can't use ($29.98), I will lose $169.91 from this purchase.
I would like the fee removed, my lost ticket time from 1/12-2/12/19 applied as an extra month, and my service re-instated.
Hi, We have checked your account and see that you have not completed your check-in for the movie on 9th of January.
As stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse. However, as a managerial exception, we will be removing your misuse fee from your account. Please be noted that this is a one time exception therefore if there is a misknowledge about completing a check-in, please let our support know so that we can provide assistance.
We have also restored you one whole Sinemia month as a gesture of goodwill.
Thanks!
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello.
They removed the fee "as a gesture of goodwill" but did NOT refund my lost months due to the frozen account They also did not acknowledge that I had contacted them because the check-in option on the app was broken. That I could not check in at the movie theater because their service wasn't working.
Sinemia is now requiring me to scan and upload my government id AND a photo of my face with the id for facial recognition to their website to use the service again! Why would I scan and upload my drivers license or passport and allow for attached facial recognition to a movie site that doesn't answer its customer service???
This is the notice now showing on my service:
ID verification required - Awaiting documents
Your Sinemia plan's ticketing feature has been turned off until you upload the documents required for the ID verification process.
You must verify your identity to prove you are the sole account holder of your Sinemia plan as stated in the terms you have agreed to.
What we need from you:
- A scanned copy of your government issued picture ID
- An ID confirmation photo which is a picture of you, the account holder, holding your ID document next to your face to allow for facial confirmation of the ID document.
Sinemia is a fintech company as much as it is an entertainment company and when making transactions Sinemia customers use a debit card, which requires user ID verification - similar to verifying your ID for any payment card activation. ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifiying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. This is a standard procedure in the payment industry. We are sure that our users are familiar with this process but they (might) find it irrelevant as we operate in the entertainment industry. We routinely ask our members to verify their identities to help keep Sinemia sustainable and affordable.
Please note that, once you upload the necessary documents, you will be able to get your tickets as usual. If your documents are approved, this means you are ID verified and you do not need to take further action.
If your documents are rejected and we are not able to verify your identity through the ID verification process, your account may be terminated and the cost of the tickets you have used during the ID Documents Review process may be charged to your payment method on file. You will be notified of the outcome once your documents are reviewed. For more info, please click here.
You will need to upload two documents in order to verify your identity. Please do not crop, rotate, adjust colors, or alter the images in any way. Please upload these two documents within days to have your identity verified. Once your identity is verified, you may continue enjoying the privileges of Sinemia as usual.
Hi. As stated in the terms and conditions, "Sinemia may require the member to provide additional documents, photos or proof in order to prevent fraud and membership abuse as it sees fit. Sinemia holds the right to restrict access to the account and/ or terminate the account in case of failure to comply." Also, once your ID gets verified, the documents you shared will be removed immediately.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is so frustrating! Uploading both a close-up photo of my government issued ID PLUS a scannable photo of my face next to said ID opens me up to ID theft if / when the company is hacked. Given that the reason I had this problem in the first place is 1. that the SInemia app did not work, and 2. customer service wasn't available, I don't have faith that this company would protect my personal information. It would be financial irresponsible to put my identity at risk for a $200 a year movie ticket company, especially WHEN I DID NOTHING WRONG.
I used the account for months without issue. I paid in advance for a year's worth of this service. 4 movie tickets a month. I have now lost *2 monthsof service because their app did not work. It is ridiculous that they expect me to put myself at risk to turn on a service that I used before!
Sinemia has locked accounts and required ID Verification to unlock them. It is requiring photo of a government issued ID and picture.
Sinemia is a movie subscription service. Sinemia has recently invoked a very unethical requirement for existing customers. They have locked/frozen everyone's account and required that each customer upload ID Verification in order to unlock their account. They are requiring a picture of a "government issued ID" as well as a picture of you holding the ID. This is beyond the pale and an invasion of my privacy. They claim that other payment processors which is patently false. Does Amazon require this...no! They are doing this to prevent people from using their service and/or quit so the customers don't cost them money in movie ticket purchases. This is very unfair and yet again a sneaky move by Sinemia to squeeze money mid-stream from their annual subscribers.
I have asked them to immediately lift the lock on my account and I have refused to provide the ID Verification they have requested. It is personally identifiable information and they have no right to request it. They say if we fail to do it they will terminate/cancel our accounts. I'm an annual subscriber that paid a year in advance. Its just not fair to ask for this and to do it mid-stream in my subscription.
Hi, upon reviewing this user's account, we see that his plan has been cancelled and paymetn was refunded. There is not a active plan, therefore, this user is not required to complete an ID verification. Thanks!
The product that I purchased continues o change the policy. Now I cannot buy a movie ticket for which I paid for this monthly service in advance.
I paid for a monthly subscription for 3 movie tickets in advance on 1/26/19 and have used l ticket. Today I tried to buy another one and they are changing the rules and suspended my account. They want me to scan driver license and this seems suspicious. They change their policy in midstream and seems fraudulent
They need to suspend ID verification or give me a refund for 2 tickets
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. Our team will be contacting you to assist you with the process. Thanks.
Sinemia charged me a unwarranted illegal misuse fee of $34 and has ignored me for weeks with no response or resolution.
To whom it may concern,
Please help. My name is *** and I have been unfairly treated by Sinemia. Sinemia charged me a $34 unwarranted fee. Sinemia is a movie theater subscription company that I paid $192 for a 1 year membership upfront and it allows me to watch 3 movies a month at almost any theater. One of Sinemia's requirements of the subscription is that I must check in through their app before the movie starts and I have to be at the theater. Usually the app works ok with frequent loading, freezing, crashing, etc issues but on 2/1/2019 I couldn't use the app because a technical issue with Sinemia's app. I spent 30min prior the movie starting messing with the app but it still didn't work. The app wouldn't load I tried restarting my phone and closing/reopening the app. After the movie was over I continued to play with the app but no luck and I reported the issue to Sinemia that same day. I received a response from Sinemia the next day asking for a screenshot of the app issue (basically they wanted proof) but as I explained I didn't think I would need a screenshot since I reported the issue after the movie was over and I'm literally in the theater fumbling with the app but I sent my movie ticket as proof of me watching the movie. I have not received any response from Sinemia despite dozens of emails and messages through their website but I instead received a $34 misuse fee for not checking in. I have explained to Sinemia too many times that it is extremely unfair that Sinemia caused this issue with their poor quality app, wastes my time over and over reporting the issue, then I get a unwarranted fee and finally I get ignored for weeks. I'm not a lawyer but I'm pretty sure it's illegal for Sinemia to charge a fee for a issue they caused and I reported it but yet I get mistreated. I know poor customer service isn't illegal but charging fees that do not apply is illegal and must be addressed. I apologize that I am now wasting your time with this but Sinemia is in the wrong and they must answer for this. I hope with your help that we will get a response and resolution. I am only asking for the removal of the $34 fee that is unwarranted. I'm not suing Sinemia, I just want a resolution.
Thank you for your help.
***
XXX-XXX-XXXX
Sinemia must remove the unwarranted misuse fee
Hi, upon reviewing your account we see that our support has contacted you already and resolved your issue by removing the misuse fee from your account.
Please be noted that this is a one time exception therefore if there is a misknowledge about completing a check-in, please let us know so that we can provide assistance. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
Sinemia was unprofessional and took little responsibility. After weeks of emails and complaints I finally got assisted. Thank you Sinemia for all you do and don't. Complaint resolved.
They charged me 4 times for the same service fee.
I bought a year of Sinemia for my parents. The first time they tried to use it, it didn't work after 4 attempts. Sinemia, however, still charged be 4 time for the service fee for the tickets that they never got. I emailed them about this and they never returned my email. This was on February 2nd, 2019
I want the money back that they stole from me.
Hi, upon reviewing your account we see that you have purchased your movie ticket successfully for the account of ***, which you had given Sinemia as a gift.
Sinemia covers the cost of your movie ticket. Everytime 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. 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.
Your first cancelled ticket's fees had returned to the original payment method and you are charged for only one ticket's fees until now.
If you would like to avoid these online transaction fees, you may order a physical card and purchase your movie ticket in the theatres. Thank you!
(The consumer indicated he/she DID NOT accept the response from the business.)
I was charged $6.60 the $3.60 fee. There is one $3.60 charge on my card and 3 $1 charges. I want those $3 refunded.
Hi. When we check your account, we see that you have been charged 3.60 processing fee and 3.00 convenience fee on 02.02.2019. Sinemia covers the cost of your movie ticket. Everytime 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/ AUD/ CAD/ GBP 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. Also, the advance ticket online convenience fee is not covered by Sinemia. The convenience fee will be charged to your registered payment method then you will be able to pay for the convenience fee using your physical Sinemia card (if applicable) or Cardless information while purchasing the ticket. If the advance ticket is not purchased, the charged fee will be refunded to the original payment method after 24 hours.
False advertising false claims
They charged $15 for a credit card that would ship in a set amount of time. Claimed the address didn't work and then when given the exact same address were suddenly able to ship and deliver a bad debit card.
Honor their claims
Hi, we are sorry for the inconvenience caused. Your first physical card had returned to our office as "cannot be delivered" there might be an issue with the shipping company. Your new card has been already shipped and you will be receiving your Sinemia card soon. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
I recieved the second card and it will jot allow it be added saying invalid card number have contact their support each week. One time they said they shipped out a card but it was returned and to them and asked for my shipping address. When I sent them a response saying I had recieved a card that did not work including all card details no response was given and that was two weeks ago and several emails with no response.
Company has finally shipped me a card that works long over the promised time. But issue is resolved.
Forced to pay actual ticket price $22 for not checking-in
Sinemia requires you to check-in for the movie you're watching at the theater. I unfortunately forgot to do so due to being late to the movie. My account was then suspended and a $21 misuse fee was placed to my account. I immediately sent a message that same evening through online support and Facebook showing prove of the ticket but no response for 7 days. Then I resorted to using Twitter and finally received a reply after another 5 days. The response was unyielding and hinted that I might have purchased the ticket and let someone else use it. This is completely unacceptable to have such a draconian policy that even ignores a customer's request while showing proof. I have been a customer for over a year and even extended my membership due to the great service I experienced. I've even spread the word and had three people sign up. However, if Sinemia has such a terrible customer service where it treats its customers as guilty already, then it is not worth it to sign up for this service. From now on, I'll make sure to let people know what they are getting into just for making one mistake. What a disappointment.
I would like my account restored. Barring that please cancel my account and refund my prorated amount for the remaining unused membership.
Hi, as stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse. However, as a managerial exception, we will be removing your misuse fee from your account. Please be noted that this is a one time exception therefore if there is an error about completing a check-in, please let our support know with the screenshots of the error so that they can assist. Thanks.
Sinemia is not providing the service I paid for on an annual basis.
This "service" is to provide me with tickets to 3 movies a month. It has been in effect since Oct of 2018. The last time I tried to buy a ticket with them I was notified that they wanted a copy of my drivers license or any state issued ID card. They also stated they wanted a photo of me holding my drivers license with my hands in the photo. They said they need to verify my identity. They haven't felt the need to do this for 3+ months. I'm not going to give a valuable piece of info that could be used for identity theft to a Turkish internet entity.
If Sinemia persists on this requirement I want a refund of my $119.88 annual fee. Due to an original dispute with Sinemia over double billing my credit cart I have only seen 2 movies in a 4 month period.
Please cancel this complaint as the issue has been resolved with Sinemia, Inc.
Bait and switch. Fees never mentioned. Checkin applicatikn fails and they charge you for not checking in. No customer service response.
I purchased a movie ticket using the Sinemia app that I have paid for a years subscription. I get to see two movies a month for $10.99. They added and failed to mention that every time you book a movie ticket online, not only do they charge you the movie theatre processing fee, but they also sneak in a fee. When you are at the theatre they also want you to check in, and the app is not very good so it failed to check me in. They then proceeded to say I'm responsible for a misuse charge.. which means I have to pay for the mivie ticket at retail price out of pocket. No one ever calls you back, or emails you.. I've sent multiple emails with no reply. There is no account number that I can see. *** is the user name for me.
$16.19 misuse fee removed, or refund my entire account.
Hi, as stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse. However, as a managerial exception, we will be refunding your misuse fee to the original payment method. Please be noted that this is a one time exception therefore if there is a misknowledge about completing a check-in, please let us know so that we can provide assistance.
Thank you!
A terrible service that looks more like a con job, not delivering the promise of 3 movies a month in exchange for a yearly membership
This is the WORST service ever!Forget it, it's exactly what throwing good money after bad means. My husband and I bought the yearly membership, and from the first time we tried to use it, we had problems. And the second time too. Almost every time, as a matter of fact. It got to the point where we would make it all the way to the theater and either decide to forget about it or else to fork out the full amount for the movie.And then fees were added, and then they said we owed money because the fees were not paid. We paid whatever extortionate amount they wanted from us to so-called release our account. And then we paid some more to buy the physical card so as not to incur fees. Altogether, since late September, I was able to purchase about a dozen movies, a third of which I had to pay for! I was able to purchase ONE movie ticket with the card, and when I tried again today, it told me ERROR and I had to pay whatever fees they wanted to release my stop. AND to make everything worse, NO customer service, only form emails.There are lawsuits already started and I'm looking to join them. I know I'm not the only one feeling being taken for a ride for a LOT of money!
We're hoping for the business to either refund us the amount we paid or else provide us with a service that delivers
Hi, as stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse.
However, as a managerial exception, our support has contacted you and removed the misuse fee from your account.
Please be noted that this is a one time exception therefore if there is a misknowledge about completing a check-in, please let our support know so that we can provide assistance.
We have added +1 extra movie day to your account as a gesture of goodwill. Thanks.
Changing terms after subscription and holding account hostage want unnecessary personal id info and charging excessive processing fee
They are substantially changing the terms after subscription and not allowing use of the account unless the new terms are complied with. First, they added a $1.80 credit card processing fee per movie which was not in the original terms. That seems excessive especially because you are using a credit card number they give you. Now they are not allowing me to use my account unless I send them a photo of me holding my driver's license. They say this is to prevent fraud but it seems like an excuse to get additional personal data there already are sufficient safeguards to ensure no one else is using the account. I paid for a year long subscription but cannot use my card now. Customer service also has never responded to me except to send a pre-packaged and unresponsive email. There is no telephone number to contact them.
I would like them to unlock my account without me having to give them addiitional id. I would like them to discontinue or at least significantly reduce the processing fee. I want them to stop changing the terms of my membership by adding additional fees and roadblocks. These are significant changes to the terms and their general language about being able to change the terms should not be construed to allow them to make significant changes at will. I want them to be available to respond to customer support issues.
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. We have informed our team to complete your verification process with priority.
Sinemia covers the cost of the movie ticket and the other fees are not included. Please see the term 27.18.
If you would like to avoid online transaction fees you may order a Sinemia physical card and purchase your movie ticket in the theatres.
Thanks!
(The consumer indicated he/she DID NOT accept the response from the business.)
I object to the fact that I was forced to provide id and my photo to them in order to be able to use my pre-paid membership. The reasoning they supply for needing id seems pat, and it still is not clear to me how it might prevent fraud since no time does the app (or theater) require you to put in any id to get a ticket. Their Customer Service never responded to my inquiries. As to the excessive $1.80 processing fee, Sinemia also imposed it unilaterally and without notice. They have not addressed how the fee is not excessive and why they do not disclose it when you sign up. The solution they offer of getting a card is something they charge additional money for - again, not disclosed when you sign up. I object to all their hidden fees, and all the changes they make after-the-fact to the agreement, unilaterally and without notice. I like having the card but the way they treat customers is really poor. The only time their customer service seems to be available is when they want to impose an additional fee on you. Beware their misuse fee too forgetting to check in costs you a monthly movie ticket, PLUS the cost of the movie ticket. Per the fine print, this is supposedly justified because it is significant fraud but they imposed it even when it was an simple customer oversight, and even when I proved to them that I actually went to the movie. No fraud there. But there is no one in customer service to talk to, and they simply lock your account until you pay. Meanwhile your ability to use a service you've already paid for is ticking away.
Hi, upon checking your case, we see that you have already uploaded the requested documents as requested. We have informed our team and your account has been approved with priority.
We would like to add an extra movie day to your current Sinemia month considering your suspension time, you may check from your account. Thanks!
(The consumer indicated he/she ACCEPTED the response from the business.)
Bait and switch scheme. False advertising. Non existence customer service. Worst product.
Username: parthivkumarpatel. The best revenue for them is "misuse" fees. I bough the service on 1/6/2019. It was only the second ticket (2/10/19) I bought using their service when I was asked for government issued ID plus a picture of myself holding the ID. After providing all that 15 minutes before the movie start time the app was glitching up, but I was finally able to get an approval. After buying the tickets using Atom I was unable to check in through the app. Hence, I was charged a "misuse" fee of $22.24. So I guess I'm sorry that your app was not working, I will make sure I hire some software engineers next time. This way even though I'd spend $80/hour on them, but at least I'll be able to use your "great" service.
Sadly enough this is just the latest issue with them. I had problems right from the beginning with paying the extra $10 to use my service right away after being under the false pretense that I was able to use it right away. Then the company charges their own "processing" fees in addition to the convenience fees you pay to a 3rd party. Oh but don't worry your first ticket will not have the "processing" fee. Just like a drug dealer its the second time they'll get you. I wish I had not signed up for the yearly subscription. Definitely not renewing it as a lot of theater chains offer discounted tickets on certain weekday anyways.
I would like the "misuse" fees be waived because their app was not working. Also I want my account unlocked for the remaining miserable 10 months I have left with them.
Hi, upon reviewing your account we see that our support has reached you about the issue and your misuse fee has been removed.
Your account is active and you may purchase a new movie ticket.
Also, your ID verification has been approved by our team successfully.
We have added +1 extra movie day to your account as a gesture of goodwill.
Thanks!
(The consumer indicated he/she ACCEPTED the response from the business.)
Very difficult to use, now usage blocked until I provide copy of my government issued ID, this screams fraud!!
I signed up for service being told by Sinemia I could obtain card for ease of use. Then after becoming member no card available so now I must use online service and pay additional fees, those fees more than doubled a few months later. When finally told I could request card, had to pay additional $15 for the card!!! Card took weeks to come, when I arrived I activated. Went to use the card and was told I could not, tried online purchase was refused. Had to sign into account and go digging to find out why...........found out they want me to send a copy of my government ID before I can further use product???? This is because they want to sell my identity!!!
prorate and return my membership costs. I paid $191.88 on 7/31/18, I only used through December. Please return costs for remaining 7 months = $111.93
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. Your documents will be immediately removed after the verification.
Please note that Sinemia is a non-refundable service as stated in the terms and conditions.
Our support has contacted you to assist with the process. Thanks!
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculous........my id is verified naturally by utilizing the Sinemia app, which has to be signed onto via my own phone, etc. These additional steps are a way for you to cease your "customers" from utilizing the product they paid for!! To provide a copy of our drivers license that has our address, our license number, is ridiculous. No other business does this. Your intention is that people won't do it because it is such and OUTRAGEOUS requirement and therefore you make money by people not utilizing the product. Also find it interesting that you waited months after my utilizing your product to request such outlandish requirement and thus put my usage on hold.
Again, my ID is naturally verified by having to sign into your app, each customer has their own specific sign on. No one is going to give someone else their phone to use your product, that is ridiculous.
If you refuse to honor my request (which is only for a refund for the portion of the product I have not utilized) I will work diligently to inform as many as possible of your fraudulent practices and your misleading product!!
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.)
This is ridiculous, they just keep citing their policy while it is their policy I am complaining about. When their policy stated they may verify identity they (which makes sense by verifying app on the phone) they did not state that would require providing documentation to the degree they are requiring. To require me to send in a picture of my government ID is fraud. THIS is what I am complaining about!! They just keep responding with their ridiculous policy, which was not spelled out up front!! There is no consideration for addressing my actual complaint!! Please refund me the unused portion of my membership as I originally requested. I am being fair I ask that you be fair in return!!
service I paid for isn't provided
I tried to use a movie pass I got from sinemia.com and app didn't work, saying that ID verification is required, I didn't get any prior warning that my account won't work (also, now they want me to upload a pic of my ID and full upper body shot with hands, why am I supposed to provide that? It wasn't a requirement when I was signing up), so I had to pay for the movie out of pocket despite not using any movie passes (I signed up for 3 movies/month) I had last period. I contacted the support and got no response, which is consistent with my past experience, I tried to cancel the membership but it's not clear how much I will get refunded and since I paid for a full year and only tried to use it for 2 months I would like to get my money back, again since I can't ask customer service, I would like to ask Revdex.com to assist with this issue and get full refund for the membership and the card they charged me for ($107 for membership and $15 for a card) since this business is clearly a scam.
full refund
Hi, Regarding your subscription which was purhased on 28th of November in 2018 you have redeemed 3 tickets so far. We would like to assist you with a refund 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 no longer dispute the payment, an official statement from the bank we will be able to refund the fee after contacting the finance as a gesture of goodwill. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, thanks, you need me to call my bank and ask them to cancel the dispute? and when I do, you will refund the subscription? Partially or in full?
Sorry, I tried to contact you via email/other ways and didn't think i'll get a response.
Since you requested a chargeback, we are unable to refund your plan. Once you provide the letter of withdrawal, our financial team will be able to refund the promised partial amount.
(The consumer indicated he/she DID NOT accept the response from the business.)
And if I don't withdraw? You didn't provide the service promised and Im communicating with you via Revdex.com website cause that's the only way to reach you. I don't trust you.
Due to recent changes in Terms of Service, I ***'t utilize a service I paid for without providing a photo copy of my government ID
I had signed up for 1 year of Sinemia's service in October 2018. They recently changed their Terms of Service to require I submit to them a photocopy of my government ID along with a picture of myself holding said ID. I currently can't utilize the service that I have paid for and they will not issue a refund for the remainder of the time left on my subscription.
I had emailed them this past weekend (2/9/19) to inquire about this recent change, how unsafe it is to ask people to share their government ID information (due to privacy and identity theft concerns), and asked if there were other methods of verification that could be provided that pose less of a risk to the consumer. They indicated that they will not provide a refund and that I will not be able to utilize their service (which I have already paid for) until I provide them with my government ID.
I would like a refund from Sinemia for the months of February 2019-October 2019 at a rate of $9.99/month for a total of $89.91, which represents the remainder of my 1 year service that I paid for.
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 is a non-refundable service as stated in the terms and conditions. However we can refund your payment after deducting the movie ticket prices from your refund as of $64.84.
Upon your confirmation, we will be forward your refund request to our finance team. Please let us know.
Thanks!
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the refund offered in the amount of $64.84
Upon your confirmation, the partial refund of your plan has been issued on our end. It will be processed on Sinemia's end within 1-2 weeks.
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.
App prevented me from checking in, and locked me out of my account.
I bought a yearly Sinemia membership last year, and have been using the app without issue over the past several months. On January 2nd, 2019, my girlfriend and I went to see Aquaman, and Sinemia's app crashed, preventing me from checking in.
I cannot use my membership until I pay a "misuse" fee for failing to check-in to the movie, despite the app refusing to let me check in. I have spent the last month in a drawn-out customer service inquiry, both through Twitter and through their support email, and have received a slow breadcrumb response of "we are working on it and will get back to you."
The lack of professionalism and transparency involved in this business is giving the impression that this application cares less about making money from being a "membership club" for movies, and more about finding ways to extort money from its customers, in essence trying to make money without actually providing a service.
I wish for Sinemia to get rid of the $50 misuse fee, since not being able to check into the movie was not a deliberate misuse policy on my end, but the app crashing when attempting to check in. Ideally, I would wish for an extra month to account for the missed month of movies on account of the slow response time of the Sinemia support team.
Hi, We have checked your account and see that you have not completed your check-in for the movie on 1st of January. In case of an error occurs please contact our support with the screenshots of the error.
As stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse. We see that you have already paid the misuse fee amount.
As an exception we *** restore your unused Sinemia month as a gesture of goodwill. Please let us know.
Product cancelled by the company, but refuse to refund the unused portion of the membership.
The yearly memberships were cancelled by Sinemia. They however refuse to refund the unused portion of the yearly membership. One membership was used about 5 months, and another membership used for 1 month only. It is not fair when the company allow the customer to sign up and pay for their membership, but cancels the membership refusing to refund the customer. The customer service is nonexistent. You can only reach them via twitter. Cannot find phone number and email doesn't seem to work at all. They only demand for your money. When I first joined, the physical card never came, so I paid to activate online. Physical card never came. Couple months later, they asked that if I want a physical card I need to pay up again, which I need unfortunately. The card came weeks later. The card first had problems. The apps are not always stable. The digital card also has problem at times.... But can you reach the customer service? NO! They'll respond to your twitter when they want to... NOT when you need them.... Oh, and when they need to tell you something... They don't care about the customer!!
I want the unused portion of the membership refunded.
Hi, upon checking our system we see that you have 3 different accounts with Sinemia. Please be noted that having more than 1 account is a violation of Sinemia terms and conditions. Furthermore, Sinemia is a non-refundable service.
However, we have forwarded a prorated refund request to our finance team as of 63.93. It will be completed within 1-2 weeks on Sinemia's end. Thank you.