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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They violated my annual contract with hidden fees and other misinformation.
Ordered annual contract on 9/21 for $119.88 up front, and realized it would take them 2+ weeks to process my account, so I paid $9.99 additional for "Accelerated Activation," thinking I'd be getting a card (the website showed pictures of a card, which I felt was manipulative. I contacted them about this and was told that my only option was to cancel my membership without a refund. Wow. Then the fees start adding up. "Convenience" fees. I got to my first movie and am told I'm being charged a convenience fee. And then a processing fee. I email them asking why this wasn't communicated up front but they do not address this question. Their terms of service seem to have changed: https://***
Now I am unable to use this service unless I provide them with "ID verification." I only found this out when trying to buy a ticket at the theater and was barred from doing so. Only upon contacting customer service am I informed of this new rule; I've read that there's risk of my account being suspended if I don't submit my ID, but to be honest every dealing with them to date has been so untrustworthy that I feel very uncomfortable sharing any additional personal information with them.
I haven't been able to use this service in several months now, for various reasons (the app also tends to crash and requires that I uninstall and reinstall every time I try to use it).
I purchased 12 months of this service at the end of September for $129.87 (including the expedited cardless fee) and used it in October and November, but have not been able to use it since for a myriad of reasons. I expect the 10 months (equalling $108.23) of unusable service to be refunded at minimum. Thank you.
Hi, Sinemia account activations complete within 1-2 weeks and the users do not have pay the accelerated activation fees. Since you have benefitted from the instant activation we are not able to provide you a refund for the accelerated activation.
Sinemia covers the cost your ticket and fees are not included as stated in the terms and conditions.
Furthermore, Sinemia is a non-refundable service however we can refund your payment after deducting the used 2 months as a gesture of goodwill. Your refund amount will be $99.9 and the process will be started with your confirmation. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept a refund of $99.90. thank you for finally owning up to the fallacy of the original contract. I hope in the future you will be more forthcoming with your customers.
Hi - I haven't received my refund quite yet. Would like to have an update from the company as to whether they've issued payment. Thanks!
Sinemia has no right to force their customers to submit to potential data privacy risks
On June, 2018 I made the mistake of signing up for Sinemia for a yearly term. Fortunately, it was only for the one movie a month program. I kept silent with their fee increases. That was not worth my time. In fact, I am probably their favorite customer as I only watched three movies in eight months.
Today, I tried to purchase a movie for myself and my son. I got an error message. Sinemia on my account popped a requirement to submit GOVERNMENT ID photo, like drivers license or passport with me holding it; AND until I provide it, I cannot log in to my account. A quick Google Search shows that this is being done for all customers. Are you data mining? Is this your way to cancel further yearly accounts? My one-movie-a-month account and three prior purchases is not suspicious - wouldn't you say?
None of the terms under which I signed up for allows them to do so - see historical terms at that time I agreed to:
https://***
Regardless, I may have been stupid to sign up for this service (cancelled as of today). But I am not stupid to expose myself to these privacy violations. No way would I provide this data and risk for its exposure on the dark web. The CCPA cannot come soon enough - though with these marketing practices, I doubt Sinemia will make it to 2020 to be bound by them.
Choose one: Either (a) Refund the amount I paid for your service; or (b) remove the nefarious requirement from my account; unblock my account, and extend the time of membership between this filing and time of resolution. Nevertheless, I will not renew once these four months are up.
Hi. We ask our members to prove that they are in fact the sole user of their Sinemia plan as stated in the terms they have agreed to. ID verification is required to prevent abuse and help us ensure you are the sole user of your membership. Your ticketing feature is currently turned off until we receive the necessary documents to start the ID verification process. Once you upload the wanted documents, the ticketing feature will be automatically turned on. In addition to that, the data you provided will be earsed from our servers once your ID is approved.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your statement that "I agreed to" such terms is blatantly false. While your updated terms say that, the terms that I signed up for, which you can see a historical copy here (after my enrollment date) https://***
do not list such terms. You cannot unilaterally change material terms after acceptance (Contracts 101). Your unreasonable suspension of my services after consuming my payment is in breach of your own contract. Failure to provide sensitive private information is not a reason for service termination.
I hope that Revdex.com and governmental agencies take notice of your unethical (and hopefully soon to be illegal) practices. Why does a movie ticket sales company need passports and drivers licenses from their subscribers? On your terms you disclose selling data to third-parties. Who might they be? I do not think that selling passports, driver license, and photo Ids for data mining is a reasonable correlation to your customers' reasonable expectations of your services. And in case you do not sell them, I do not trust you to delete them. Your company is a data tragedy waiting to happen, and I will not be a part of it.
Hi. Partial refund of your account has been issued. Please note that refunds issued to the original payment method are normally processed by your payment provider and/or issuing bank within 5 to 10 business days. However, some payment providers may hold the funds for a full billing cycle or longer. For further information regarding refund processing time frames, or if you require assistance locating a refund submitted back to your original payment method, please direct your inquiry to your financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing more I can say. You copy/pasted original response and did not address my personal case. The terms I agreed to did not have this. (Link previously provided). My one movie a month limit poses no risk to you. This is an obvious attempt to steal customer's money and their sensitive data.
You are an unethical company and obviously do not intend to stay in business given what you are doing. I will have a drink in honor of your sure-to-come bankruptcy filing.
To Revdex.com: we need better regulatory oversight from companies collecting sensitive information from its users.
Not inclined to verify ID due to privacy issues and would like to have refund.
I joined premium annual billed plan and now, they have stopped me from using the service stating I need to verify my ID. I am not inclined to submit my personal information due to privacy and trust issues with Sinemia, with its ever changing policies and terms.
Sinemia has every right to change their terms and I, as a customer also have right to accept/reject the terms which in the latter case, I would cancel. If I am not allowed to use service I paid for without ID verification, I want a refund for the remaining months of my plan.
I would like to have a refund for the remaining months in the annual plan i.e., from March to the end of my annual plan billing cycle.
Hi. Upon reviewing your account, we do not see any ID verification requirement. You can use your Sinemia membership.
(The consumer indicated he/she DID NOT accept the response from the business.)
I just tried to buy the ticket. I even travelled all the way to the theatre only to find I cannot use Sinemia as I haven't yet completed ID verification.
I would sincerely appreciate if you can process the refund for the remaining amount. I was not told that I need to do ID verification to use your service when I registered.
(The consumer indicated he/she DID NOT accept the response from the business.)
You have my credit card information with you to prove that it is me who is using sinemia. When I signed up for sinemia, there is no where mentioned that I would be needing to complete ID verification. If it were, I wouldn't have signed up in the first place. As I told you earlier, I'm not comfortable sharing my private and sensitive information with you in regards to the revisions you make and corner the customers to abide.
At first, you said ID verification is not required for me and now you are saying it is required to protect your company.
I request you to kindly cancel my account and refund the remaining balance. Please don't copy-paste the standard reply. I would like to again stress that I'm not willing to submit and if you don't allow me to use your service without submitting, simply give me a refund for the remaining amount.
Thanks
Hi. ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on.
They have disconnected my service until I provide not only government issued photo ID but also a picture of me holding it.
I commenced an annual plan in April 2018 for 2 movies for 2 people each month. Today when I try to get tickets for a movie tonight, the app (android) refuses me and says I need to provide more information on their site.
On their site it says I may no longer use their services until I provide government picture ID and another photo of me holding said ID. I've already been using the service for 10 months and I don't feel comfortable providing a faceless company with no representation you *** speak to such personal information.
Either a pro-rated refund on the remainder of my service including this month (for being unable to use the service) or to for Sinemia to withdraw their demand for all ID compensate me for the movie I was unable to see today and finish off my contract.
Hi, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on. In addition to that, Sinemia is non-refundable and non-transferable as it is stated in the Terms & Conditions. However, as a managerial exception, the pro rated refund you requested will be issued on our end within 1-2 weeks. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the issuing of the refund and will consider the matter settled, but my concern also extends to your reasoning for requiring a photo of myself holding my ID:
"ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account."
You have my billing information and my address where I was first sent a Sinemia credit card which will match my profile information. I understand sending this notice to customers where there is a discrepancy but not in every case. Also, how would having a photo and photo ID prevent someone from logging in for use of multiple people? One strategy is to register a limited number devices for use. Otherwise there's no way to prevent it entirely on your end without cooperation of theatres. Such is the nature of your business.
I realize that your company isn't profitable unless people forget to or don't use their tickets available, but making it more difficult and awkward to do so will just prevent future customers.
Just some food for thought.
Blocked pre-paid annual membership after first use of service and asking for more money.
I signed up for their discounted movie tickets mobile app after they sent me a promotion in email with promotion code LOVE. When I signed up for promotion, first, they didn't make it clear that besides the advertised fee of $203.88/year (for two movies for two every month) they will also be an activation charge ($9.99). After I paid all the money $212.87 ($203.88 + $9.99) I purchased two movie tickets to see a movie on the same day ehen which I signed up for their service (02/16/2019). They have a mobile app process in place which requires one to checkin at the movie theater, which I did. After seeing the movie they sent me an email in night which said I didn't checkin properly and must pay "$44.58 membership misuse fee" without which I'll not be able to use their app or service. I tried to approach their customer service at ***@sinemia.com and had email exchange with their CS representative ***. *** acknowledged there were some errors when I didmy checkin, but he still asked me to pay the fee. Customers cannot be held liable for their mobile application errors and dubious steps. Seems like they have put an error prone applications so that they swindle more money from innocent customers. I asked for cancellation of my membership and they said it cannot be cancelled which is against the best practices for any business. It is unthinkable that I'm not allowed to cancel their service within two days of signing for their bad services and stress.
Either refund my annual membership of $212.87 or cancel $44.58 charge with an apology that it won't happen again. Such dubious practice need to step. They should cleanup their act to deliver service that they promise during signup.
Hi, due to the mischeck-in on 16.02.2019, you have been charged a misuse fee. Therefore, your ticketing feature got disabled. However, as a gesture of goodwill, the fee has been removed from your account by our support team. Also, since you requested a chargeback, you are unable to log into your Sinemia account. Once you provide either the letter of withdrawal or the conclusion letter, our team will be able to take further action about the issue. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for waving the misuse fee. I've confirmed that it is no longer in place and is resolved as you mentioned in your email. However please give following feedback to your management:
The checkin process can easily be automated without requiring cumbersome manual clicking by Sinemia app users. Inside many theaters it is hard to get mobile network connectivity due to large crowd and heavy density of cellular phones due to movie going crowd. Sinemia app can easily figure out the location of its user and auto checkin. Besides the technical feedback which I just provided, I also have strong reservation with this checkin process. Every user already has already signed up for a plan, which provides limit on how many movies one can watch. So why such a cumbersome process? I take it that this process is in place to block some misuse of your app by bad users, but for that you shouldn't penalize good users, assuming they represent majority of your users. There got to be some simpler technical way to solve such misuse without prompting good users to go through such cumbersome clicks. (You can tell me what problem you are trying to solve and I can provide you a simple solution, because this is what I do in my day to day job.) Another reason why you may have such a process is to generate revenue from cellphone connectivity related errors, older OS versions, or people inability to follow instructions (think about older people or forgetful people here). Such a business model can never succeed, so you need to go back and work out your business model. I am guessing the business model of such apps is to gain enough user base so that at some point in future they can negotiate a volume discount from movie theaters as most of the theaters run empty anyway, and it'll be a win-win situations for both them and Sinemia like apps. So please focus on the main business model and building good relations with your user base as they form the core asset of your business.
Sinemia makes you check in at the theater. I checked in at the theater. Now thy are trying to bill me for a ticket, claiming that I didn't check in.
Sinemia recently added a feature to not hold up their end of the contract. It is to check in at the theater 2 hours before to 2 hours after the movie start time. As irritating as it was, I got my phone out and checked in during the previews on their little Check-in screen that pops up over the app's dashboard. The next day, I get an e-mail, telling me I did not check in, and now they are billing me for the ticket because of it.... Even though I used the "check-in" button to check-in.
I want a full refund on this scam service since I signed up in September. (I believe the first time thy changed the rules was October.)
Hi. first of all, we would like to inform you that Sinemia is non-refundable and non-transferable as it is stated in the Terms & Conditions. Also, when we check your account, we see that you have been charged a misuse fee due to not checking-in on 02.15.2019. You should check-in each time you use Sinemia service. Otherwise you may face misuse fees or your account may get terminated. However, as a managerial exception, the fee has been waived.
(The consumer indicated he/she DID NOT accept the response from the business.)
They are still ignoring my complaint about a dangerous bug in the system. They are claiming I didn't check in, when I did check in. And if it's not a bug, this is a scam service. I still want a full refund.
No response to my customer service contact requests. Seemingly no consideration for my business. Scam-like lack of human correspondence.
There have been several issues I have had with the Sinemia app, the card Sinemia has given for payment, and the fees that were never fully explained. I currently have a 'misuse fee' on my account as we speak. I have no idea if this was for the theater showing that their app would not let me check in to or possibly for my ticket I purchased online recently that had waived convenience fees. I will likely never know. As well I originally signed up as a physical card user, then realized the ridiculous shipping times on the card, so I upgraded to an online card member, for a fee. The physical card never came in. Months later I was sick of paying the 'processing fee' for every movie that I ordered, so I asked to get my physical card WHICH I REITERATE WAS PART OF MY ORIGINAL SUBSCRIPTION AND WAS NEVER SENT TO ME. They then charged me for that as well. Despite all of this, my main issue is that this company has taken money out of my account on several occasions with little or no explanation AND THEN LEFT ME WITH NO RECOURSE TO HAVE THESE FEES EXPLAINED OR TO HAVE THE ISSUE RESOLVED WITH CUSTOMER SERVICE. I have emailed on three separate occasions, I have filed customer service requests on their defunct online website, I have even publicly tweeted and messaged them on Twitter saying I needed them to contact me at my email. No responses on any front aside from automated one.
I would like to get a response from the Customer Service department but more importantly I would like a reimbursement for the "misuse" and "physical upgrade" payments I was forced to make to continue to use their service. One is outright making me pay for an element of the service that was included in my original subscription, the other is simply a fault of their faulty app.
Hi. Upon reviewing our system, we see that our support has contacted you regarding the issue and provided a solution. Also, your physical card has arrived and added to your account.
This company is a scam. Terrible customer service and they suspend your account without prior notification even though I paid for a full year.
In October 2018 I paid $119.00 for a one year subscription to see 3 movies per month. They were supposed to send me a card but never did. They then offered me a card for fee which I paid. After sending me the card they suspended my account with no prior notice. They now want copies of my government identification to prove that I am the person I say I am. They appear to have no problem billing my account for service fees, for the card and for the annual fee but I can't use the service. They appear to continuously put up roadblocks so you can't use the service.
I used the service sporadically for 3 months but now they have suspended my use of the service. Therefore, I want a refund of 75% of the $119 annual subscription .
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.
Please note that Sinemia is a non-refundable service as stated in the terms and conditions. However, we will be refunding the unused 9 months of your membership as a gesture of goodwill and cancel your subscription as you would like to.
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. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company is providing me with the relief I have requested. I wish that I could have continued the service but the request that I send my government issued ID to this company is something I think is unreasonable in this age of identity theft. Thank you for your help And I thank Sinemia for their response.
Consistently has issues. Complained, my account is now flagged and they are requesting personal information to move on, not part of terms.
Since we started using Sinemia, they constantly have issues providing their service. Every time there is an issue, I have to email customer service and wait for someone to rectify it.
On 1/19 I tried to purchase tickets for a movie on 1/20. The Sinemia service did not work. I emailed customer service that day, 5 emails with as much information as I usually give - screenshots, movie details etc, I never heard back.
1/20 came and went. Sinemia charged my card $6.60 total, $3.60 in processing fees (which did not exist when we signed up but hey..) and $1.50 per ticket in booking fees. So I emailed Sinemia and asked them to rectify it. Never heard back. I disputed the charges with my credit card company, and got the money back. I went back and forth with them on 2/2 because I got an email that I missed a check in. Not sure how they expect me to check in to a movie that I don't have tickets for. After more back and forth they said "as a gesture of goodwill" they will give me a movie back i.e. the movie they took away from my balance would be re-added so we could try again.
I then tried to get a new movie ticket and two things happened. Firstly, I was not given the movie back on my account (despite their "generous" good will offer). Secondly, it said my membership is now limited. The only way to move past this is to provide them with a photo of my id i.e. driving license, and then if that is not enough, they want a photo of my face holding my id.
That is where I draw the line. They have a service that barely works, customer service that does not respond, and then they have the nerve to ask for photos of my identification. This is not what we signed up for, this was not part of the terms when we signed up. There is absolutely no way I am going to provide a company with that level of information. They are now charging cards from Turkey (which also changed from when we signed up). I do not trust this company with my data and neither should you.
I've now sent them probably 5 emails asking for them to delete my account. I don't want them to try fix the issue, they have had ample opportunity. I am not going to provide my photo ID or anything of that nature to them. I don't even want to fight with them for a refund for our annual subscription we paid for up front, and have barely used. All I want is for my data to be removed from their servers immediately.
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 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.
Sinemia is a non-refundable service as stated in the terms and condition but we can refund your unused 6 months of your membership as a gesture of goodwill. Your refund amount will be $83.94, kindly confirm.
Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate and accept the offer to refund us for the unused 6 months.
We would also appreciate if our payment information (at the very least) is removed from your server, in addition to our account information.
One other note, the ID verification was not part of the terms we agreed to when signing up for the service. It may have been added later on. Regardless, there are so many better ways to prevent / curb fraud without invading your customers privacy i.e. in addition to being checked in on the app - at the location - for the duration of the movie -> have the account upload a photo of the physical ticket. Asking for photo ID, and a picture of account holders is completely unnecessary and a total invasion of privacy.
Hi. Upon your confirmation, your plan has been cancelled and refunded. Please note that refunds issued to the original payment method are normally processed by your payment provider and/or issuing bank within 5 to 10 business days. However, some payment providers may hold the funds for a full billing cycle or longer. For further information regarding refund processing time frames, or if you require assistance locating a refund submitted back to your original payment method, please direct your inquiry to your financial institution.
The company offered to refund us for the unused portion of our service, so far they have not refunded us or made any attempt to contact us regarding the matter.
I signed up for Sinemia and prepaid for 1 year of movies, their app did not allow me to complete check in so they charged $15.76 and locked my account
I have emailed multiple times with no response from Sinemia besides a pre-written scripted email. I recently went to the movies on 2/8/2019, after multiple failed attempts to use Sinemia's app product (the membership I paid for upfront for a whole year), I had to sign up with a different advance movie ticket company because your app would not work with one of the companies as advertised. Then when attending the movie I could not get the app to complete the check-in process! Sinemia's app failed multiple times and does not work as promised or advertised. Now I go online and my membership has a $15.76 dollar membership misuse fee! I think it is absolutely ridiculous Sinemia can charge upfront for a full year and not provide the service it has promised and attempts to charge even more when the service fails to work. Now I have sent multiple emails through Sinemia's contact link and have received no response acknowledging any of these complaints besides scripted automated emails. Sinemia provides no phone number for customer support for issues like this and has failed to respond in a timely manner. My account remains locked and I cannot reach an actual person to resolve this issue.
I am simply seeking for Sinemia to remove the account misuse fee and unlock my account. I prepaid for a year's subscription to their service, and the misuse was caused by their apps failure to complete the check-in process. The customer should not be penalized for a faulty app and no customer service to available resolve the issue.
Hi, if you have an error with the check-in feature you need to contact with Sinemia Support for assistance with the screenshots of the error. Otherwise, our team cannot investigate the error.
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. Thanks.
Company is asking for personal information now to use their Service.
I would go file another complaint with Sinemia and their Service and business practices. My previous case was #XXXXXX and was closed when they finally followed through on a promise when I signed up for their Movie Ticket Subscription Service. However, it is important to look at the background information for what I have been through going into this complaint. When I finally received my Premium Card/Debit Card. It worked fine when I purchased movie tickets at the theater. However, last week when I attempted to use their Bank issued MasterCard Debit card for tickets at the theater it would not allow me to. I received an error message and to log into my Sinemia account. I did and it stated I needed to verify my ID to continue using their service. I found this strange as I began my membership back in June 2018 and I was never asked for ID verification before. Their website stated I needed to verify my ID to prove I am the sole account holder and to prevent fraud. I understand that we have to be careful, but they are requesting I send a picture of a Government issued Photo ID and a picture of me with it. I find this very questionable and concerning with ID theft happening more everyday. I immediately emailed their Support Group and wanted to know why now are we asking for my ID now when it wasn't requested or required when I signed up for membership and that they charged my bank issued credit card with no questions asked about ID. I also asked to cancel my membership and for a refund of the balance due to their questionable service and lack of. On 2/15 I received an e-mail back from Support stating the following: " Thank you for reaching out us. 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 are and that you are the sole user of your Sinemia account. All uploaded materials will be deleted from our system after verification. We want to remind you that Sinemia is nonrefundable. " My ticket with Support was then closed and I have no other recourse. I feel I am being signaled out due to my previous Revdex.com (#XXXXXX) complaint and informing my bank of Sinemia's service. I find it very questionable and concerning when you ask for Government ID be sent to a website. Especially due to Sinemia using out of country financial institutions to charge me Service fees when I previously used their membership with Fandango, Atom, etc movie ticketing sites. I am not saying they're doing something illegal. However, I find their service questionable in many ways and now I can't use it or get my money back either.
Refund my membership.
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. However, as requested, your plan has been cancelled and pro rated refund of your remaining five months issued. It will be completed on our end in two weeks.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not totally accept their response until the refund is in my hand. They stated that ID verification is required to prevent abuse and ensure I am who I say I am. Then why did it take 7 months from when I joined my membership for them to ask? The service has been spotty at best and I do not recommend it. I want this to stay open until refund is in my hand.
Our finance team has confirmed that your refund has been completed. You can see the amount in your account, kindly check with your bank. Thanks.
Sinemia will will falsely allege a user breach in the Terms of Service to justify denying service to the customer (AFTER taking payment.)
Sinemia is engaged in fraud. They offer 3 free movie tickets/month for an upfront annual payment. Their terms of service require that the user "checks in" at the theater via their app before the showtime. If you violate this rule, they will freeze your service until you pay a "misuse fee."
I recently checked in at a theater before one of my showtimes (I saw the confirmation screen and everything), and then afterwards they halted my service and ordered me to pay a misuse fee. They alleged that I had not checked in. They are pocketing an annual payment, then lying and claiming customers are breaching of the Terms of Service in order to deny them service.
I have reached out to them multiple times via email (They conveniently don't have a phone number) and have gotten no response.
I would like for them to resume the service they promised with compensation for the time and distress caused up until this point, or I want all of my money back from them so I can move on.
Hi, we are sorry to hear that. Upon reviewing your account we see that your check-in was not completed, however thanks for reporting the issue. As stated in the terms and conditions you need to complete your check-in for the movies in order to prevent misuse.
Our support has contacted you and removed your misuse fee exceptionally and restored +1 movie day to your current Sinemia month. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Sinemia is requesting government ID and photo. Service is suspended until they receive the above
I purchased a year subscription service. Paid in full for the entire year. Three movies per month for a flat fee. I have used the service for about 4 times. Sinemia is now requesting government ID and photo. The account is on "hold" until I send them those two items. These two items were not requested nor mentioned at the time I paid them in full. I have requested a refund , prorated of course, or some other way to valid who I am. They do not respond.
Either an refund or some other less intrusive way of validing who I am.
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. You may obscure the sensitive information such as your SS or DL number as long as your name, surname, the date of birth and your photo are clearly visible.
Please note that Sinemia is a non-refundable service as stated in the terms and conditions.
We assure you that the documents you share with us get removed from our servers after your ID is verified.
You may also view our privacy policy by following this link; www.***.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
How is sending a photo and date or birth going to help Sinemia know that I am the sole user of the app?
My plan is three movies per month. They know my cell phone number, my geo location when I purchase the tickets.
I never purchase tickets through a 3rd party.
Thank You
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. Also, once the ID is verified, the shared documents will be removed from our servers immediately.
Sinemia has never responded to any of my emails pertaining to complaints of their service. Now they have unfairly blocked my service without ever dealing with my concerns.
I have emailed Sinemia on several occasions about service issues, but they have never replied to me. They have instead unfairly blocked my service while ignoring my complaints and concerns. I have several copies of email complaints that have gone unanswered. Now my service is blocked because I decided to reverse a charge that I payed them. That got their attention, but they only sent an email telling me that my service is blocked. They never responded to my numerous complaints. They said that once I get the charge sent back to them, I have to contact them about getting my service unblocked. THEY NEVER RESPPND TO ANY EMAILS AND DO NOT HAVE A PHONE NUMBER! HOW CAN I CONTSCY THEM? I want my service back to the original deal that I started with. This is very frustrating and if this is the way that they do business, they should not be allowed to be in business. It's unfair!
I want my service back to the original deal that I started with.
Hi, upon reviewing your account we see that your Sinemia plan was expired and you have disputed the payment with your bank.
We would like to assist you with the activation of your account however we see that you have disputed the payment so unfortunately our finance is not able to take any action on a disputed payments. In case you do not any longer dispute the payment, with an official statement from the bank we will be reinstate your account so that you may renew your membership. You may send us the letter at ***@sinemia.com. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculous. The reason why I stopped paying is because NO ONE EVER RESPONDED TO MY NUMEROUS COMPLAINTS! I was charged a fee for not checking in to movies on time, but that service did not work and I wrote your support staff at the SAME EMAIL ADDRESS YOU ARE GIVING NOW TO COMMUNICATE WITH YOU! IF THAT IS THE ONLY WAY YOU HAVE TO COMMUNICATE WITH PAYING AND COMPLAINING CUSTOMERS, IT IS HORRIBLE! I do not accept this response from you. In my complaint, I stated that NO ONE ever returns complaints sent to your service. You have given me the same "***@sinemia.com" that NEVER RETURNS A MESSAGE!
I think that you are doing this to force people to give up their plan of 3 tickets for 2 people/month. That is what my plan was, but it is no longer offered on your site. That is why I think Sinemia does not answer my complaints nor do they offer that same service. I did nothing wrong. I ordered a service and the only way to get your attention was to stop payment. This is a sham and I am definitely not satisfied. You should not be doing business in the U.S. if your customer support is this horrible. I see that you responded to the Revdex.com. Why don't you respond to your paying customers!
Unacceptable!
Hi. upon reviewing your account, we see that you were charged a misuse fee due to the missed check-in on 01.07.2019. However, the fee has been refunded by our finance team. Also, because of the chargeback request, you are unable to log into your account. If you could provide the letter of withdrawal, we can add one extra month with three movie days to your membership upon your confirmation. You can send the letter through ***@sinemia.com e-mail address.
I'm being charged extra fees by this company because their app does not work.
Both my wife and myself paid 7.99 per month upfront for a Sinemia membership. Last week the digital credit card they provided me in order to purchase my ticket did not work, therefore I had to pay for a movie ticket out of my own pocket. To make matters worse, Sinemia charged me 15$ "misuse fee" for not checking into the movie on their app, even though I never was able to buy a movie through their app. I reached out to them and they told me the matter was resolved, however tonight I tried to go to a movie with my wife and it will not let me use the service until I pay the $15 misuse fee. ITo make matters worse, we were in a rush and my wife went to use her Sinemia app and it won't let her buy a ticket because she has to "prove her identity by taking a picture of herself with her license" who has time for that? This is the worst service I've ever used.
I want a FULL month's refund for February, and a pro-rated refund for the months I have not yet used because this service is UNUSABLE.
Hi, upon reviewing your account, we see that you have been charged a misuse fee on 02.02.2019. However, since the ticket was not successfully purchased, the misuse fee was waived. On top of that, the month you were not able to use has been restored by extending your plan's expiration date and adding another month to your subscription as a gesture of goodwill. Furthermore, your payment method got upgraded to personal cardless system.
overcharged refund issue and suspended account
I purchased a year membership to the sinemia service for $95 on Dec 8 2018 . then I proceeded to purchase a membership as a gift for my roommate. when the charge for the second membership came thru it was for $395 for the same type of membership. I immediately reached out to the service via email and asked for the 2nd account to be cancelled. I had my friend buy it herself and gave her the $95. Then the company said I could cancel it after the year was over. I again told them I was overcharged for the gifted membership by 4x's ... Finally they said they would refund it. Except they never did. So I put it in dispute with Discover card. the case went thru weeks of "investigation" and came back in favor of Sinemia because they challenged the charge back saying it was valid even though in writing they promised to refund it weeks ago. So I disputed again this time I won and they agreed to refund the money. So that dispute is over. NOW the issue is that because I purchased both memberships- Mine and the gifted on the same credit card they suspended my original account as soon as I put the gifted account into dispute. I never disputed my account or the $95 one has nothing to do with the other except that I bought them with the same credit card. So I have never been allowed to use the account I bought myself since I purchased it in Dec. SO for 2 months I paid for a service they would not allow me to use... I am SO frustrated. I hate this company. SO now I have the original membership in dispute because I have essentially paid for a 12 months membership that I will only be allowed to use for 10 months. I have asked them time and time again what happens to the 2 months from my original membership to which they have NEVER answered the question - literally they have ignored it in all of our email correspondence. I have asked SO many times
My boyfriend and roommate both have the service as well and we have not been able to use any of the accounts because mine isn't working - so no one has gone yet waiting on mine to be resolved. We do movies as a group and cant go. I would like all 3 accounts activation date to be moved to begin once my account is working again. No one has used the membership yet.
Hi, after you have contacted our support, our team had attempted to refund the paymetn however we see that you have disputed the payment. Unfortunately our finance is not able to take any action on a disputed payments. In case you do not any longer dispute the payment, with an official statement from the bank we will be able to refund the payment as of $395.88 after contacting the finance as a gesture of goodwill. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered no resolution. The dispute is already final on the original over charged account in the amount of $395. Again why did they challenge the dispute if they planned on giving me a refund. They told my credit card company it was a valid charge. Their response made no mention of suspending my personal account that I paid a year in advance for. They would not allow me to use it for over 2 months while we disputed the overcharged gifted account. They also in writing said they will not give me a credit for those 2 months or extend my existing membership for 2 months nothing they just expect me to pay for those 2 months that they froze my account and would not let me use. their business practices are Terrible. Their customer service is awful as evident in their response since they failed to address half of the complaint. I have had to send multiple emails to get answers to questions. I litterally asked these people in 6 emails about what happens to the 2 months I wasnt able to use my account to get an answer. I would have never had to dispute the amount if they had given the refund as promised they just never did. I'm fairly certain suspending an account in good standing because it was purchased on the same credit card as another account that they overcharged me for cannot be legal. Not refunding me for those 2 months or giving me any credit for those 2 months also is illegal I paid for a service you would not allow me to use.
Hi. Because of the dispute, our financial team is not able to issue the refund. After you provide the letter of withdrawal or the conclusion letter which provided by your bank, we will be able to take the necessary actions.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I do t even think they are reading my complaint. Their answer has nothing to do with my current complaint. I dont want anything reinstated u am offically cancelling ....again and again... they are crooks. Can someone please review my complaint and verify that they are not even answering my questions. For addressing the issues that I have put in my complaint
Ticket booking service is not working & no response from Sinemia customer service.
I am not able to use the service since keep on asking for ID verification. I don't understand why this was not a in the policy when I bought the subscription. Then I will decide whether to agree on. Since this was not in original agreement, I want to cancel service and complete refund.
I subscribed for plan which has 1 movie in a month for a amount of $47.88(annually). Don't understand why an id verification required and to be uploaded to a website not signed (agreed) for security of any uploaded document.
Also, there is no customer service for any kind of complains. Customer service only reply when buy any of there service.
I would like to have complete refund since I lost trust in services and policies of presented by Sinemia.
Hi, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, upon checking our system, we see that you own two Sinemia accounts. A member can only have one membership as stated in the terms & conditions. Therefore, the account with 1 movie day (Classic 2D) a month has been terminated. However, as a gesture of goodwill, unused months on your account got refunded. In addition to that, we do not see an ID verification request on your account.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have any other personal account. Please share the other account details which you are claiming as mine.
I want to make this very clear that I have only one personal Senima account.
I am still waiting for refund confirmation.
Hi, our team also contacted to provide the details about your termination. As an exception your account has been refunded as a gesture of goodwill since we do not provide refund for the terminated accounts. Thanks.
(The consumer indicated he/she ACCEPTED the response from the business.)
The termination reason was wrong that I have two accounts because accounts have same names. When I asked to shared the account details then Sinemia agent replied that they can't share other account details.
Now, since my money refunded, I am closing this complaint.
I paid for a service and now they will not allow me to use it. I have asked for a refund if they will not allow me to use it but they will not refund
I paid for a service and now they will not allow me to use it. They claim I need to provide identification. They have everything needed to establish and pay for the service. I have asked for a refund if they will not allow me to use it but they will not refund the subscription amount. They will not call me to discuss or allow me to call them. They are a fraud by taking people's money and then not allow the use of the service people have paid for.
A full refund should be provided since they will not allow me to use the service I paid for. I paid for a year long membership, and was only allowed to use it for about a month. I met all terms.
Hi, ID verification is required to prevent fraud and keep Sinemia sustainable and affordable. By verifying your ID, you help us ensure you are who you say you are and that you are the sole user of your Sinemia account. Also, once you upload the necessary documents, the ticketing feature will be automatically turned on.
Upon reviewing your account we are not able to see any ID verification request.
Sinemia is a non-refundable service as stated in the terms and conditions.
If you need further assistance you may contact us at ***@sinemia.com. Thank you!
(The consumer indicated he/she DID NOT accept the response from the business.)
Loading documents was not part of the original terms when I paid for the service. They took my money without needed this, so why would using the service require it? We are talking 3 movie tickets a month, what kind of misuse can occur? The company can change terms and then withhold services I paid in full for? I see online comments that not everyone is required to do this, so this feels like they are targeting people that they already have paid. I don't think this company has shown integrity to handle my documents correctly and safely. If they change terms for when my yearly subscription came to renewal, then I could make a decision to not provide the documents and not pay for the service. I consider this bait and switch.
Hi. The document is required to accelerate the process. If you'd like, you may wait for your bank to get in contact with Sinemia. Until the necessary document is acquired, our team will not be able to re-activate your membership.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
My account has been locked since late Feb, so I am confused on why they say I used it to buy a ticket. I prefer to have my account unlocked and the tickets I couldn't use be added. If that is not possible, I would expect a refund of for 10 months I couldn't use, so a 83% refund.
Thanks
I was blocked from using Sinemia service for no reason ,Sinemia checkin process did not work at theater and they are blaming me for that
Sinemia gives movie tickets for yearly subscription(I paid for 3 movie tickets a month plan),they have a mandatory checkin process after purchasing every movie ticket and this checkin has to be done at the movie theater
3 weeks back I purchased ticket through Sinemia and at the theater I tried to checkin but their mobile app did not let me checkin even after repeated attempts
Now they are blocking from seeing the movies nor responding to my emails,I am purchasing movies without Sinemia now and I want my refund of yearly subscription when I cancel or need them to accept their technical glitch and open the service for me
I need someone to contact me from Sinemia accept their fault and open the service so that I *** purchase the movie ticket or Refund my yearly paid subscription amount back to me and cancel subscription
Hi, when we check your account, we see that you have been charged a misuse fee on 18.01.2019. Therefore, your ticketing feature has been disabled. However, since the fee payment is completed, currently you are able to use Sinemia service. In addition to that, as a managerial exception, the fee you were charged has been refunded and it will be processed on Sinemia's end within 1-2 weeks.
Disruptive technology is rarely smooth flowing... Sinemia, in my opinion at least, has managed to create a subscription service that I value and use frequently (3-5 times a week) with an app that is generally quite well-behaved (on my phone and with my service provider) - Others seem to have endless issues and complaints, but it seems to me that they often don't understand what they are signing up for and have failed to read the FAQ and TOS. The only "complaint" worthy issue I've had in nearly 6 months was specifically because I hadn't actually read the FAQ correctly and managed to secure a ticket over 3 weeks out from the date. I lost 3 weeks of access, but it was completely my fault for not paying attention to what I was doing. The other small inconveniences are more than outweighed by the access to movie tickets at a ridiculously good rate and how easy it is to use the system with a physical card. Perfect? no... customer service staffing needs a major upgrade, but I'll take it for what it is and be thrilled with how much money I've saved and continue to save.