Country Memories

Initial Business Response / [redacted] (1000, 16, 2015/07/28) */ We do apologize for any inconvenienceAccording to our records, we sent the customer replacement codes on 6/8/at 4:45PM PSTWe originally received the customer's complaint on 5/22/and the issue was escalated to the promotional client to receive a replacementThe customer responded on 6/8/confirming that she had received the replacement

Initial Business Response / [redacted] (1000, 8, 2017/11/24) */ We sincerely apologize for any inconvenience the customer has experiencedWe hope the following information will help address any further concerns Upon reviewing the case, the customer was compensated with a FandangoNOW promotional code to replace the Fandango.com promotional code that the customer was unable to use due to the fact that there wasn't a theater within a mile radius of the customers zip code At this time, we are unable to offer reimbursement for the customers ticket purchase as the customer did not attempt to use a Hollywood Movie Money certificate for which the reimbursement process appliesUnfortunately, the customer was provided incorrect information in regards to receiving a reimbursement under the necessary circumstances which can be found on out Hollywood Movie Money website; https://www.hollywoodmoviemoney.com/ However, in order to rectify the situation and make good regarding the length of time for resolution I have issued [redacted] a virtual visa reward, the original reward the customer tried to redeemed for the [redacted] Monopoly Reward Program; which was pulled as an option by our corporate office due to fraudulent activity, thus the reason why [redacted] received the Fadango.com promotional code rewardA representative from the Fandango Rewards will send the reward via email to [redacted] We have provided this as a gesture of good faith and believe it is a reasonable compromise; no further compensation will be provided Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the reply is an acceptable resolution, I ask that the complaint stay open until they actually deliver what they have promised as they have already failed to provide what the promised on multiple occasions Once I receive the email with the card I will close this as resolved Final Consumer Response / [redacted] (2000, 11, 2017/11/27) */

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ We do apologize for any confusion about our refunds policyWe hope that the following will answer any questionsPrior to 3/4/2015, Fandango had a no refunds policyThe reason we had a no refunds policy was for the protection of the theaters that we representedOnce a purchase was made, the ticket could not be put back into the theater's inventoryThis meant that the theater had to take the loss since they cannot resell that ticketPlease note that the tickets are the property of the theater and Fandango sell's their tickets on their behalfSince 3/4/2015, we were able to enable that functionality which prompted our company to launch a new refunds policy called Worry-Free TicketsThis would allow customers to complete either a refund or an exchange prior to the showtime; however, there are restrictionsOnce the customer clicked on Worry-Free Tickets, they were presented with the following copy which detailed the new policy: What's A Worry Free Ticket, you ask? It's the end of your days of waiting in line, missing a movie that's sold out and getting stuck with a ticket you can't useAs a Fandango VIP, you can return or exchange your ticket at least hours before the movie start timeHere's our worry-free ticket promise Never get sold out at the moviesEnjoy the peace of mind of a guaranteed ticket We understand plans changeReturn or exchange your Fandango ticket up to hours before your movie start time We'll refund your credit card or Fandango account with credit to use for another movieYou get to choose Note: This information is also detailed in our FAQs and the purchase policy totaling to locations where this information can be foundThe reasoning behind the hour threshold is that it gives theaters ample time to resell the ticketMost theaters have a no refunds policy if you purchase tickets directly through them, so the hour threshold is actually a benefit of using FandangoIn addition most event ticketing such as plays, sporting event, concerts, etc also have a no refunds policy, since they are not able to resell that seatAlso note that if the customer purchases tickets within the hour threshold, they are not eligible for a refund since there is not sufficient time to return the tickets back to the theater's inventory for resaleWe cannot issue a refund for customers that contact us after the showtime has passed Directly under the "Complete My Purchase" option the customer is presented with the following statement: By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this orderPlease carefully review your order information An e-mail confirmation of your order will be mailed to you Our new Worry-Free Guarantee Tickets, is a part of the purchase policy that the customer agreed to when they completed the purchasePlease let us know if you have any questions

Initial Business Response / [redacted] (1000, 5, 2017/04/05) */ We sincerely apologize for any inconvenience the customer has experiencedWe hope the following information will help address any further concernsAs a free service to all of our users, Fandango provides showtimes, movie listings, and theater information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the moviesPrimarily, Fandango is an independent company and does not receive any portion of theater ticket revenue Prior to March 4th, Fandango had a no refund policy in place to provide protection for theaters we representAt the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventorySince the ticket could not be resold, the theater had no method of recouping the cost of the ticketsIt is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtimeAlso, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their ticketsThe specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passedAt the time the customer makes their selection, our system locks into the theater's point of sale systemTherefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this orderPlease carefully review your order informationAn e-mail confirmation of your order will be mailed to you." This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchasePlease let us know if you have any further questions COMPENSATION As a gesture of good faith, Fandango will provide the customer with a compensation code that is good for tickets up to the maximum value of $The maximum value must be used in a single transactionThis is being provided as a one-time courtesy; going forward the customer will need to adhere to the refund policy they agreed to at the time of purchaseIn the future, compensation will not be provided nor will we be able to make exceptions to our refund policy

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ We do apologize for any inconvenience that the customer has experienced. Fandango provides promotional codes to many third party vendors. The promotion is under their ownership since they paid for the codes, which means they are responsible for... the distribution and terms and conditions for the codes. There were several batches of promotional codes released for the movie [redacted] . If the customer can submit a screen shot of the voucher stating that the particular code expires on 8/15/15, we can find a resolution for the customer. The customer can contact us at 866-857-5191 or go to fandango.custhelp.com and reference the incident number [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/09/27) */ We sincerely apologize for any inconvenience the customer has experiencedWe hope the following information will help address any further concernsAs a free service to all of our users, Fandango provides showtimes, movie listings, and theater information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the moviesPrimarily, Fandango is an independent company and does not receive any portion of theater ticket revenue Prior to March 4th, Fandango had a no refund policy in place to provide protection for theaters we representAt the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventorySince the ticket could not be resold, the theater had no method of recouping the cost of the ticketsIt is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtimeAlso, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their ticketsThe specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passedAt the time the customer makes their selection, our system locks into the theater's point of sale systemTherefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this orderPlease carefully review your order informationAn e-mail confirmation of your order will be mailed to you." This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchasePlease let us know if you have any further questions The date of the movie that the customer is requesting credit for was on 12/27/The customer first contacted with this request on 5/1/This is far beyond the time span that is necessary to receive what they are asking for as the theaters cannot take refunds after days and we cannot process refunds after days We will not be providing compensation due to these factors Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They returned all my emails stating they did not understand my requestThey intentionally do this so that the burden falls on the customer blaming them for filling late Final Business Response / [redacted] (4000, 9, 2016/10/05) */ We sincerely apologize for any inconvenience the customer has experiencedWe hope the following information will help address any further concernsAs a free service to all of our users, Fandango provides showtimes, movie listings, and theater information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the moviesPrimarily, Fandango is an independent company and does not receive any portion of theater ticket revenue Prior to March 4th, Fandango had a no refund policy in place to provide protection for theaters we representAt the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventorySince the ticket could not be resold, the theater had no method of recouping the cost of the ticketsIt is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtimeAlso, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their ticketsThe specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passedAt the time the customer makes their selection, our system locks into the theater's point of sale systemTherefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this orderPlease carefully review your order informationAn e-mail confirmation of your order will be mailed to you." This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchase To reiterate, the date of the transaction the customer's request is pertaining to is from 12/27/There was no communication from the customer regarding this request until 5/1/This is about months past the showing of their movieThe only contact that was made by the customer prior to that was regarding another refund request on 11/24/2015, in which they were provided a refund, despite their contacting several days after the showing of their movieConsidering the nature of that request, it was not denied and an exception was made to our policyHowever, in this case, due to the factors that have been previously mentioned, we will not be fulfilling the customer's request to meet their desired resolution Final Consumer Response / [redacted] (4200, 11, 2016/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a refund

Initial Business Response /* (1000, 5, 2015/06/10) */
We do apologize for any confusion about our refunds policyWe hope that the following will answer any questionsPrior to 3/4/2015, Fandango had a no refunds policyThe reason we had a no refunds policy was for the protection of the theaters
that we representedOnce a purchase was made, the ticket could not be put back into the theater's inventoryThis meant that the theater had to take the loss since they cannot resell that ticketPlease note that the tickets are the property of the theater and Fandango sell's their tickets on their behalfSince 3/4/2015, we were able to enable that functionality which prompted our company to launch a new refunds policy called Worry-Free TicketsThis would allow customers to complete either a refund or an exchange prior to the showtime; however, there were restrictionsOnce the customer clicked on Worry-Free Tickets, they were presented with the following copy which detailed the new policy:
What's A Worry Free Ticket, you ask?
It's the end of your days of waiting in line, missing a movie that's sold out and getting stuck with a ticket you can't useAs a Fandango VIP, you can return or exchange your ticket at least hours before the movie start timeHere's our worry-free ticket promise
Never get sold out at the moviesEnjoy the peace of mind of a guaranteed ticket
We understand plans changeReturn or exchange your Fandango ticket up to hours before your movie start time
We'll refund your credit card or Fandango account with credit to use for another movieYou get to choose
Note: This information is also detailed in our FAQs and the purchase policy totaling to locations where this information can be foundThe reasoning behind the hour threshold is that it gives theaters ample time to resell the ticketMost theaters have a no refunds policy if you purchase tickets directly through them, so the hour threshold is actually a benefit of using FandangoIn addition most event ticketing such as plays, sporting event, concerts, etc also have a no refunds policy, since they are not able to resell that seatAlso note that if the customer purchases tickets within the hour threshold, they are not eligible for a refund since there is not sufficient time to return the tickets back to the theater's inventory for resaleWe cannot issue a refund for customers that contact us after the showtime has passed
Directly under the "Complete My Purchase" option the customer is presented with the following statement:
By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this orderPlease carefully review your order information
An e-mail confirmation of your order will be mailed to you
Our new Worry-Free Guarantee Tickets, is a part of the purchase policy that the customer agreed to when they completed the purchasePlease let us know if you have any questions
As a gesture of good faith, Fandango will issue promotion code to the email address used to make the purchaseThe code is good for tickets up to the max value of $The max value must be used in a single transaction

Initial Business Response /* (1000, 14, 2015/07/28) */
We do apologize for any inconvenience that the customer has experiencedUnfortunately, we do not have this consumer in our system at all, which would indicated that the information was not submitted successfullyWe also do show an instance
where this customer attempted to contact our CS team for assistance
In the interest of time and good faith, we have already sent the customer a GCGoing forward, the customer can contact 866-343-for assistance
Initial Consumer Rebuttal /* (2000, 16, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The gift card was received

Final Consumer Response /* (2000, 10, 2015/09/08) */

Initial Business Response /* (1000, 5, 2015/09/10) */
We apologize for any inconvenience that the customer has experienced; however, our company is not involved with the email distribution of the reward codes to qualifying customers or determining who is eligibleOur company is the movie
certificate provider for this promotion, and we are only able to assist with activation of valid 12-digit reward codesThe emails with the reward codes were distributed by ParamountSince the customer did not receive a valid code from Paramount, he will need to reach out to them directly at [email protected] for any sort of compensation

Initial Business Response /* (1000, 9, 2017/04/05) */
We sincerely apologize for any inconvenience the customer has experiencedWe hope the following information will help address any further concernsAs a free service to all of our users, Fandango provides showtimes, movie listings, and theater
information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the moviesPrimarily, Fandango is an independent company and does not receive any portion of theater ticket revenue
Prior to March 4th, Fandango had a no refund policy in place to provide protection for theaters we representAt the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventorySince the ticket could not be resold, the theater had no method of recouping the cost of the ticketsIt is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf
Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtimeAlso, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange
Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their ticketsThe specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website
Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passedAt the time the customer makes their selection, our system locks into the theater's point of sale systemTherefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase
Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this orderPlease carefully review your order informationAn e-mail confirmation of your order will be mailed to you."
This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchasePlease let us know if you have any further questions
COMPENSATION
As a gesture of good faith, Fandango will provide the customer with a compensation code that is good for tickets up to the maximum value of $The maximum value must be used in a single transactionThis is being provided as a one-time courtesy; going forward the customer will need to adhere to the refund policy they agreed to at the time of purchaseIn the future, compensation will not be provided nor will we be able to make exceptions to our refund policy

Initial Business Response /* (1000, 5, 2015/09/01) */
We do apologize for any inconvenience that the customer has experienced. Fandango provides promotional codes to many third party vendors. The promotion is under their ownership since they paid for the codes, which means they are responsible for...

the distribution and terms and conditions for the codes. There were several batches of promotional codes released for the movie [redacted]. If the customer can submit a screen shot of the voucher stating that the particular code expires on 8/15/15, we can find a resolution for the customer. The customer can contact us at 866-857-5191 or go to fandango.custhelp.com and reference the incident number [redacted]

Initial Business Response /* (1000, 8, 2017/11/24) */
We sincerely apologize for any inconvenience the customer has experienced. We hope the following information will help address any further concerns.
Upon reviewing the case, the customer was compensated with a FandangoNOW promotional code to...

replace the Fandango.com promotional code that the customer was unable to use due to the fact that there wasn't a theater within a 30 mile radius of the customers zip code.
At this time, we are unable to offer reimbursement for the customers ticket purchase as the customer did not attempt to use a Hollywood Movie Money certificate for which the reimbursement process applies. Unfortunately, the customer was provided incorrect information in regards to receiving a reimbursement under the necessary circumstances which can be found on out Hollywood Movie Money website; https://www.hollywoodmoviemoney.com/.
However, in order to rectify the situation and make good regarding the length of time for resolution I have issued [redacted] a virtual visa reward, the original reward the customer tried to redeemed for the [redacted] Monopoly Reward Program; which was pulled as an option by our corporate office due to fraudulent activity, thus the reason why [redacted] received the Fadango.com promotional code reward. A representative from the Fandango Rewards will send the reward via email to [redacted].
We have provided this as a gesture of good faith and believe it is a reasonable compromise; no further compensation will be provided.
Initial Consumer Rebuttal /* (3000, 10, 2017/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the reply is an acceptable resolution, I ask that the complaint stay open until they actually deliver what they have promised as they have already failed to provide what the promised on multiple occasions.
Once I receive the email with the card I will close this as resolved
Final Consumer Response /* (2000, 11, 2017/11/27) */

Initial Business Response /* (1000, 5, 2015/09/29) */
We do apologize for any confusion about our refunds policy. We hope that the following will answer any questions. Prior to 3/4/2015, Fandango had a no refunds policy. The reason we had a no refunds policy was for the protection of the theaters...

that we represented. Once a purchase was made, the ticket could not be put back into the theater's inventory. This meant that the theater had to take the loss since they cannot resell that ticket. Please note that the tickets are the property of the theater and Fandango sell's their tickets on their behalf. Since 3/4/2015, we were able to enable that functionality which prompted our company to launch a new refunds policy called Worry-Free Tickets. This would allow customers to complete either a refund or an exchange prior to the showtime; however, there are restrictions. Once the customer clicked on Worry-Free Tickets, they were presented with the following copy which detailed the new policy:
What's A Worry Free Ticket, you ask?
It's the end of your days of waiting in line, missing a movie that's sold out and getting stuck with a ticket you can't use. As a Fandango VIP, you can return or exchange your ticket at least 2 hours before the movie start time. Here's our worry-free ticket promise.
Never get sold out at the movies. Enjoy the peace of mind of a guaranteed ticket.
We understand plans change. Return or exchange your Fandango ticket up to 2 hours before your movie start time.
We'll refund your credit card or Fandango account with credit to use for another movie. You get to choose.
Note: This information is also detailed in our FAQs and the purchase policy totaling to 3 locations where this information can be found. The reasoning behind the 2 hour threshold is that it gives theaters ample time to resell the ticket. Most theaters have a no refunds policy if you purchase tickets directly through them, so the 2 hour threshold is actually a benefit of using Fandango. In addition most event ticketing such as plays, sporting event, concerts, etc also have a no refunds policy, since they are not able to resell that seat. Also note that if the customer purchases tickets within the 2 hour threshold, they are not eligible for a refund since there is not sufficient time to return the tickets back to the theater's inventory for resale. We cannot issue a refund for customers that contact us after the showtime has passed.
Directly under the "Complete My Purchase" option the customer is presented with the following statement:
By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information.
An e-mail confirmation of your order will be mailed to you.
Our new Worry-Free Guarantee Tickets, is a part of the purchase policy that the customer agreed to when they completed the purchase. Please let us know if you have any questions.

Initial Business Response /* (1000, 16, 2015/07/28) */
We do apologize for any inconvenience. According to our records, we sent the customer replacement codes on 6/8/2015 at 4:45PM PST. We originally received the customer's complaint on 5/22/2015 and the issue was escalated to the promotional...

client to receive a replacement. The customer responded on 6/8/2015 confirming that she had received the replacement.

Initial Business Response /* (1000, 5, 2016/09/27) */
We sincerely apologize for any inconvenience the customer has experienced. We hope the following information will help address any further concerns. As a free service to all of our users, Fandango provides showtimes, movie listings, and theater...

information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue.
Prior to March 4th, 2015 Fandango had a no refund policy in place to provide protection for theaters we represent. At the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventory. Since the ticket could not be resold, the theater had no method of recouping the cost of the tickets. It is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf.
Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtime. Also, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange.
Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their tickets. The specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website.
Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passed. At the time the customer makes their selection, our system locks into the theater's point of sale system. Therefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase.
Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information. An e-mail confirmation of your order will be mailed to you."
This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchase. Please let us know if you have any further questions.
The date of the movie that the customer is requesting credit for was on 12/27/2015. The customer first contacted with this request on 5/1/2016. This is far beyond the time span that is necessary to receive what they are asking for as the theaters cannot take refunds after 30 days and we cannot process refunds after 90 days.
We will not be providing compensation due to these factors.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They returned all my emails stating they did not understand my request. They intentionally do this so that the burden falls on the customer blaming them for filling late
Final Business Response /* (4000, 9, 2016/10/05) */
We sincerely apologize for any inconvenience the customer has experienced. We hope the following information will help address any further concerns. As a free service to all of our users, Fandango provides showtimes, movie listings, and theater information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue.
Prior to March 4th, 2015 Fandango had a no refund policy in place to provide protection for theaters we represent. At the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventory. Since the ticket could not be resold, the theater had no method of recouping the cost of the tickets. It is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf.
Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtime. Also, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange.
Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their tickets. The specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website.
Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passed. At the time the customer makes their selection, our system locks into the theater's point of sale system. Therefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase.
Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information. An e-mail confirmation of your order will be mailed to you."
This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchase.
To reiterate, the date of the transaction the customer's request is pertaining to is from 12/27/2015. There was no communication from the customer regarding this request until 5/1/2016. This is about 4 months past the showing of their movie. The only contact that was made by the customer prior to that was regarding another refund request on 11/24/2015, in which they were provided a refund, despite their contacting several days after the showing of their movie. Considering the nature of that request, it was not denied and an exception was made to our policy. However, in this case, due to the factors that have been previously mentioned, we will not be fulfilling the customer's request to meet their desired resolution.
Final Consumer Response /* (4200, 11, 2016/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a refund

Initial Business Response /* (1000, 5, 2015/11/02) */
We do apologize for any inconvenience that the customer experienced. Hollywood Movie Money certificates are actual checks for movie admission and not gift certificates. Because they are classified as promotional rewards, the law to which the...

customer is referring does not apply. Unfortunately, we are not authorized to exchange, replace, renew, or refund any expired certificates.

Initial Business Response /* (1000, 8, 2015/12/01) */
We do apologize for any confusion about our refunds policy. We hope that the following will answer any questions. Prior to 3/4/2015, Fandango had a no refunds policy. The reason we had a no refunds policy was for the protection of the theaters...

that we represented. Once a purchase was made, the ticket could not be put back into the theater's inventory. This meant that the theater had to take the loss since they cannot resell that ticket. Please note that the tickets are the property of the theater and Fandango sell's their tickets on their behalf. Since 3/4/2015, we were able to enable that functionality which prompted our company to launch a new refunds policy called Worry-Free Tickets. This would allow customers to complete either a refund or an exchange prior to the showtime; however, there are restrictions. Once the customer clicked on Worry-Free Tickets, they were presented with the following copy which detailed the new policy:
What's A Worry Free Ticket, you ask?
It's the end of your days of waiting in line, missing a movie that's sold out and getting stuck with a ticket you can't use. As a Fandango VIP, you can return or exchange your ticket at least 2 hours before the movie start time. Here's our worry-free ticket promise.
Never get sold out at the movies. Enjoy the peace of mind of a guaranteed ticket.
We understand plans change. Return or exchange your Fandango ticket up to 2 hours before your movie start time.
We'll refund your credit card or Fandango account with credit to use for another movie. You get to choose.
Note: This information is also detailed in our FAQs and the purchase policy totaling to 3 locations where this information can be found. The reasoning behind the 2 hour threshold is that it gives theaters ample time to resell the ticket. Most theaters have a no refunds policy if you purchase tickets directly through them, so the 2 hour threshold is actually a benefit of using Fandango. In addition most event ticketing such as plays, sporting event, concerts, etc also have a no refunds policy, since they are not able to resell that seat. Also note that if the customer purchases tickets within the 2 hour threshold, they are not eligible for a refund since there is not sufficient time to return the tickets back to the theater's inventory for resale. We cannot issue a refund for customers that contact us after the showtime has passed.
Directly under the "Complete My Purchase" option the customer is presented with the following statement:
By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information.
An e-mail confirmation of your order will be mailed to you.
Our new Worry-Free Guarantee Tickets, is a part of the purchase policy that the customer agreed to when they completed the purchase. Please let us know if you have any questions.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in your rebuttal you are still using greed in order to make a profit and it really isn't a fair policy. If the ticket isn't used being there should always be something in place for that but due to greed your policy always allows you to profit. Your policy has a person paying for a product without actually getting the product.

Initial Business Response /* (1000, 5, 2017/04/05) */
We sincerely apologize for any inconvenience the customer has experienced. We hope the following information will help address any further concerns. As a free service to all of our users, Fandango provides showtimes, movie listings, and theater...

information for most theaters in the United States; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue.
Prior to March 4th, 2015 Fandango had a no refund policy in place to provide protection for theaters we represent. At the time, once a purchase was completed, there was not a method of returning a ticket into the theater's inventory. Since the ticket could not be resold, the theater had no method of recouping the cost of the tickets. It is essential to note, movie tickets are the theater's property; Fandango has the ability to sell to customers on the theater's behalf.
Currently, the customer is eligible for a refund (minus any Fandango Convenience Charges) or exchange as long as the return is completed prior to showtime. Also, the customer must either already have a Fandango account or create one during the initiation of a refund or exchange.
Standardly, movie theaters and most other event ticketing vendors such as for plays, concerts, and sporting events have a no refund policy; since they do not have the ability to resell their tickets. The specifics of our Worry Free Ticket policy are detailed in a total of three locations; at the time of purchase, in Fandango's FAQs, and within the Purchase Policy link that is accessible from any page on our website.
Also, we are unable to issue a refund or exchange for a customer that has contacted us after the show has passed. At the time the customer makes their selection, our system locks into the theater's point of sale system. Therefore, it is not possible for the Fandango website or app to change any details (date, movie, theater, the number of tickets, etc.) once the customer has locked in their selection and completed their purchase.
Directly under the "Complete My Purchase" selection the customer is presented with the following statement: "By clicking the Complete My Purchase button, you agree to the Purchase Policy, Terms of Use, and Privacy Policy and will be charged for this order. Please carefully review your order information. An e-mail confirmation of your order will be mailed to you."
This Purchase Policy is part of the Terms of Use the customer agreed to when they personally completed the purchase. Please let us know if you have any further questions.
COMPENSATION
As a gesture of good faith, Fandango will provide the customer with a compensation code that is good for 2 tickets up to the maximum value of $46. The maximum value must be used in a single transaction. This is being provided as a one-time courtesy; going forward the customer will need to adhere to the refund policy they agreed to at the time of purchase. In the future, compensation will not be provided nor will we be able to make exceptions to our refund policy.