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Business Profile

Internet Services

MoviePass

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 64 total complaints in the last 3 years.
  • 55 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have purchased their service about 2 years ago. And about a year ago, I lost the card and needed a replacement card. I have sent them emails but never received a response. Its been that long since and no answer. They are still charging mea monthly subscription, and I am not able to use their services.

    Business Response

    Date: 09/19/2024

    ****** - I believe there was a mix up because you disbled ************************ email address.  We will work with you to make this right.  Do you still want to be a member of MoviePass or are you looking to cancel?  

  • Initial Complaint

    Date:08/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    MoviePass states that they provide a service that allows a customer to watch ********************* with their discounted rates. However in the past 6 months of using this service, I have experienced multiple issues where I'm unable to check into a movie because their app is broken one way or another. Not only have they not fixed anything this continues to be a frustration where they consistently have a broken app and they are not responding to any support requests when we need them the most. When I see to have my membership refunded, they only provide me more worthless credits in their app that, as stated above, do not work. I'm raising awareness to the fact that MoviePass is at best a service that does not work and at worst a scam.

    Customer Answer

    Date: 08/09/2023

    Better Business Bureau:

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

    Sincerely,

    ***************



     

  • Initial Complaint

    Date:06/26/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Moviepass charged me $10 on four different occasions -- January, March, April, and May. I attempted to use moviepass to purchase movie tickets multiple times with no success. The employee and even the manager noted that numerous other customers had difficulty using moviepass to purchase tickets. The correspondence I received from moviepass was that I'd receive a full refund in **** business days. That was on May 19. It's June 25 and I haven't received a refund or any other correspondence from them. I noted that I had already lodged a complaint with the BBB and that I was doing so, again.

    Customer Answer

    Date: 07/21/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding MoviePass has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    *********************

  • Initial Complaint

    Date:05/22/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Several complaints: Signed up in 11/2022, never received card to use at movies; After several weeks of no response from their customer service support email, I finally received a replacement card in April 2023; Once I received the card my app account does not have an option to activate the card; and no matter how many times I add my debit card I get the error they are not able to process payment; I have reached out to their chat support on four occasions for this issue and either the chat is closed with no resolution; or they ask me to contact them using another way although they have NO way to call them--no phone number, no email. This has been a terrible relaunch of their service and they did this with NO support for customers. I have removed my debit card from the account on 5/20/2023 as I am no longer interested in this program! Thank goodness I am not being charged a monthly fee right now! I have had 34 credits on my account since November 2022 and was never able to use them.

    Customer Answer

    Date: 06/17/2023

    Better Business Bureau:

    At this time, I have not been contacted by MoviePass regarding complaint ID ********.

    I continue to get the message attached when trying to use the 34 movie credits I already have even though the card on file is valid.

    Sincerely,

    ***************************


    Business Response

    Date: 08/19/2024

    ****** - First, I apologize that our customer service team was not more responsive or helpful.  Since you tried to interact, we have radically improved and are now a top notch team.  I also apologize that we weren't able to resolve your complaint.  I do see that you were able to sign up for MoviePass last summer and see several movies.  I'm glad that worked out.  If you love movies, I hope you consider joining again in the future as I am confident you will encounter an improved product!

    Customer Answer

    Date: 08/25/2024

    Better Business Bureau:

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

    Sincerely,

    ***************************



     

  • Initial Complaint

    Date:03/16/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    RE: URGENT: MoviePass still not working, 5th communication Hello. This is the FIFTH DAY MoviePass has not worked at the theater. I was going to renew my subscription. Theres an error/ glitch in the app and website. Ive attached a photo. I cancelled MoviePass a day ago, set to cancel March 27th. Now I cant use it at the theater or re-subscribe. App not working causing card not to work. ****************************** ************************************************************** ***********************

    Customer Answer

    Date: 04/11/2023

    At this time, I have been contacted directly by MoviePass regarding complaint ID ********, however my complaint has NOT been resolved because:

    After 6 days of lost service back in March 2023, Movie Pass has not refunded or credited my account. I had to restart service and missed NEARLY an entire week without being able to see a movie paid for through my Movie Pass membership subscription. 

    PREVIOUS EMAIL:

    ***************************************************
    ******************************************************
    *********************************************** ********* ********************************************************************* ** *******
    ******************** ************************** ************************************** * *******


    **** *** ** ** **** **


    *********** *** ******* ********* ***** *** ******** *** ************* 


    ******* ****** **** ** *** ***** *** ********* *** *** ****** ** *** ******** * *** ***** ** ***** ** ************* ****** ** ****** ****** ** *** *** *** ******** *** ******** * ****** * ********* ********* * *** **** *** ** ****** ***** ***** *** * **** *** ** ** *** ******* ** *************  *** *** ******* ******* **** *** ** ***** 


    ******************************
    **** ******* ***
    **** ***
    ****** ** *****


    ***********************


    ****** *********


     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    ***************************

    Customer Answer

    Date: 05/03/2023

    Hello. Thank you Better Business Bureau (BBB)- ******** for the follow up today, Wednesday, May 2, 2023. In regards to the BBB email received today regarding my complaint over a month ago: The glitches of the MoviePass app at start up at the time of this complaint remains. I'm unsure if MoviePass fixed the issue or not. The MoviePass phone app was not working during the time of my subscription then. I couldn't use the app at movie theaters as before. I have received a generic non specific no person's name company email, but the problem was never fixed. Since the time of filing my complaint against MoviePass with the *********************** I went six days with no service that I paid for. MoviePass eventually had to pay attention to my complaint, more than likely, once they were contacted by the BBB- ******** and then, and only then, all-of-a-sudden, the MoviePass app worked again. I am a big movie-goer, and poor customer service from ********************** is unacceptable, especially since I've been a customer before their re-launch after they initially filed bankruptcy. MoviePass should listen to customer feedback if they plan to fix glitches and provide a better customer experience. Again, thank you for the follow up.

    Business Response

    Date: 07/10/2023

    Hello ******!

    Let me know if there's anything else I can help you with.

    Regards,*******

    from MoviePass

MoviePass is NOT a BBB Accredited Business.

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