ComplaintsforRegal Cinemas

Theatre

HeadquartersMulti Location Business

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Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed my family up for the Regal Unlimited Movie Pass in October. It costs $21.99 per month and we have 3 subscriptions. We went with this movie pass because it advertised free RPX tickets, which is an upgraded theater experience. Unbeknownst to us, this was just a limited promotion that ended right after the second month of our subscriptions. The entire reason we went with this pass was for the RPX theater. Now without notifying us in any way they are adding $4 in fees per ticket to utilize this theater, which drives the cost of the service exponentially. If we would have known the RPX movies cost more on top of the subscription price we never would have signed up
Business response
10/30/2024
Thank you for forwarding the patron's complaint. As advised by our Customer Relations Team, the patron signed up for the Unlimited subscription plan during a promotion that provided free RPX during their first month. That promotion has ended and the patron's 3-month subscription will end on 12/7/2024. If the patron would like to cancel their subscription at the end of their contract, they can respond to the e-mail sent from our Customer Relations Team.
Initial Complaint
10/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Regal Cinemas will not allow me to unsubscribe to their Regal Unlimited. I have tried multiple times, multiple ways. They have charged me over $700 since June, 2023. The account should've expired, but they continue to charge my credit card monthly. Sometimes twice a month. They also charge my husband Rodney Rogers at least once per month since June 2023.
Business response
10/07/2024
Thank you for providing the guest's complaint. Our Customer Experience Team was unable to locate any prior communication with the guest. They have reached out the guest directly to assist them further.
Initial Complaint
09/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Regal Cinema has been charging my credit card 23.99 for the past 5 months and we have no idea what was purchased. Their customer service is non existent as far as we can go with it. We had also switched to Verizon in December, and thought maybe they were billing me for them for any free trials we had gotten, but I can’t get answers from them either..I get as far as “I’m still checking into it” and then lose connection….and according to my subscription list, I don’t have any. The bank stopped payment on the last payment, but to have a fraudulent claim means getting a new card..I hope you can help me with this.
Business response
10/07/2024
Thank you for providing the guest's complaint. Our Customer Experience Team was unable to locate an account using the information provided in the complaint. They have reached out the guest directly to obtain additional information in order to assist them further.
Initial Complaint
09/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I can not understand why a Multi-million dollar company will not refund a customer their $95.56. I reached out to customer service first and they are refusing to give me my money. Now I am filing a complaint because this is ridiculous and I see from the other complaints a common practice with regal. I purchased an unlimited pass for my father last year June for Father’s Day. I paid the full year. I did not agree to renew nor did he. I have been charged 4 times $23.99 since June of this year. I am requesting a refund for the charges of 95.96 to my card as I did not authorize these or extend this service. I tired today to log into his account to cancel the subscription but I am unable too. Your app does not seem to be working or is taking a very long time to load. The only thing customer service did was end the subscription. Why don't i have the ability to do so. Why are you making it so hard and difficult. My card that was charged was a mastercard ending in 9632 I have no problems only going to AMC if this is how you do business. I can tell you right now that services was not used for those months.
Business response
09/25/2024
While this guest is not the account holder, our Customer Experience Team has set the subscription to terminate.
Customer response
09/26/2024

Complaint: ********

I am rejecting this response because you have said nothing regarding the issue. I want my money back. You charged me for something I did not agree too. That account that my card was attached too you had no right to keep charging it.

Sincerely,

Chelsea ****
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Your order # ******* for It Ends with Us at Riviera Stm 8 for Saturday, August 24, 2024 6:00 PM has been refunded. If your credit card was charged, you'll see a refund in 2-3 business days with the exception of any convenience fees charged as they will not be refunded to the credit card. Thanks! - The Regal Team this was never refunded and it's been nearly a MONTH...refund my money before i have to contact my bank and file a fraud complaint.
Business response
09/25/2024
Our Customer Experience Team has reached out to the patron directly as the refund shows successful in our system.
Customer response
09/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

Allen *********
Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently reached out to Regal customer service by email with the below... "Hello, My name is ********** - I can also be reached at ***-***-****. During my last visit on March 31st, 2024 I spoke to the customer service team at Regal *** in *** to have my membership cancelled as I do not use it often enough at this time. I was told that due to "the way things work" I still may see charges for the next month. I am quite upset today to realize that the subscription was never cancelled and that I have been being charged ever since. What can I do to have this cancelled and refunded? Thank you, ***" I received a response on a new email chain which caused a delay - but the overall summary of the attached chain is that they properly cancelled the subscription, but the customer service representative seemed to be unwilling to even acknowledge the base issue in which I had cancelled in person as per their policy in March; and the subscription cancellation was never processed. The intent to cancel should be clear - as I have not used the service since March when I was told that it was cancelled. I seek nothing more than a refund for services not used since March 2024, as I perceive this to be a failure on their behalf.
Business response
10/02/2024
Thank you for providing the guest's complaint. In order to cancel a subscription, the request must be made to the Customer Relations team as the theatres are not able to process modify or cancel a subscription. Regardless, the guest contacted the Customer Relations team on August 12, 2022 and the subscription was set to end on September 8, 2024.
Customer response
10/02/2024

Complaint: 22278249

I am rejecting this response because:

No real effort has been made to recognize or resolve this issue. In the past, I attempted to cancel via the Regal app. The application had verbiage which noted that cancellations must be done in person (which should be illegal, but it is what it is).

I did so. I was told by the companies' employee that service would end.

It did not.

It is extremely troubling to me the lack of effort that this business makes to address customer complaints. I have no issue being told "no", but every attempt to rectify this has been met with a blanket response that feels like the actual complaint has not even been read or investigated. It is wholly unacceptable, and as such I reject this response.

Sincerely,

Kyle **********
Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I reached out to corporatebecause we went to the regal Waugh chapel location to see beetle juice and the floor manager and general manager allowed a corporate event to come in and buy all the merchandise that was specifically reserved for the pre showing of beetle juice that my friends and I went to. There were only 15 snake buckets remaining and were sold to the public who didn’t even have tickets. The snake buckets and the cups and toppers were specifically reserved for the pre showing that I went to. The management made a decision to cater to a millionaire corporate event where they sold a bucket to each member who attended along with a novelty cup. This goes against the advertising they displayed for it being reserved only for pre showing. My friends reached out to corporate and they took absolutely NO OWNERSHIP AND TOLD ME ITS FIRST COME FIRST SERVE! We were there when we were told to be there they sold the buckets to a private party and then sold the remaining to people who had no beetle juice tickets. We arrived at the theater at 5:00 pm to purchase the snake buckets and specialty drink cups. We were denied service and told to come back at 6:00 to purchase the bucket and drink cups. We arrived back at the theatre at 5:58 and were told by the floor manager all remaining buckets were sold and were released at 5:30. We were lied to and falsely advertised to to come in for the pre showing. What they did is criminal and needs to be addressed.
Business response
10/02/2024
Thank you for providing us with the guest's complaint. Our Customer Experience Team has previously corresponded with the guest.
Customer response
10/02/2024

Complaint: ********

I am rejecting this response because:

they have made no offer to rectify what wrong: they falsely advertised and lied about the release of the buckets. They did not resolve the issue with me and they need to do better/

Sincerely,

Charles *****
Initial Complaint
09/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9/9/24 there were fraudulent transactions made from my bank account. Upon further review I see that 4 transactions were done on the regal website with my account. I live in Massachusetts, and the transactions were done in California. My card information was attached to my regal membership. The transactions were made and confirmation from regal regarding the purchases was not sent to the email address (my own) on record but sent to whatever fraudulent address the scammer provided, not allowing me to be alerted of the sale or allowing me to cancel before the tickets were used. I emailed Regal and was able to get a phone call response from Rep Sharon who stated there is nothing Regal is able to do or willing to do.
Business response
10/02/2024
The guest will need to contact their financial institution regarding any unapproved charges.
Initial Complaint
09/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I never received my item I purchased on 07/26/2024. I have been e-mailing for a refund or update and no response.
Business response
10/02/2024
Our Customer Experience Team has responded directly to the guest, this appears to be related to a purchase from a third party merchandise site.
Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
All I need is someone to pick up the phone for lost and found. I called at least a dozen times no answer. Is it not at least a common courtesy to at least ANSWER phones. There's no reason I should have to go all the way to the theatre to find out if they have a lost item. If they're gone by the time I'm able to go, I will be asking Regal to replace the $100 earbuds.
Business response
09/09/2024
The patron's complaint has been forwarded to the local theatre for their review and will contact the patron directly.
Customer response
09/09/2024
********** ********

I am rejecting this response because, I got a call from your local theatre, THREE days after I needed to get someone on the phone. Your rep advised me that they only have one phone in the WHOLE building and it's in an office that no one is ever in... with no voicemail.
Then he tried to tell me that they only call people back from messages when they get a chance to do so... but was surprised when I called him out on the fact that you CAN'T leave a message, the phone just hangs up on you.
I would have continued the conversation, but his inability to let me talk led me to get frustrated and say 'well, that's a fundamental f'n problem'. Once I had uttered a swear word I'm sure his ears had heard for the first time ever, he indicated that he was going to end the call. I went ahead and disconnected for him, I didn't think he was serious about addressing the problem anyway. I've found that when customer service reps are that quick to hang up, they aren't really interested in solving problems, but are more interested in finding the easiest way to get out of doing additional work.
Movies are a dying industry, customer service and the basics about just answering a phone should be easy things for places to do if they want to stay in business.

Sincerely,

John ********

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