Complaints
This profile includes complaints for Malco Theaters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:11/26/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 boght a Crimper from Malco ********** Last year. The tool broke second time used. I called them. On the tools it has addvertised life time garentee the ideots I talked to on the phone all gave me difrent excuses. For not ***** *** there deal I took the tool back from the place I purchest it. Has been there 6 months naw and still have not got it replaced or refunded for it. I did my due diagents I will tell all grads not to buy there products for there customer servic *****. I am a trades guy and depend on my tools.Business Response
Date: 11/26/2024
Im sorry to hear you are having an issue with your tool purchase, but I believe you are contacting the wrong company. We are Malco Theatres located in *******, ** & not affiliated with Malco Tools located in *********, **.
-***** **********Initial Complaint
Date:08/16/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
No air conditioning in the **** theater and they sold tickets to us anyway There is a heat advisory in effect for our location in *******, ***********Business Response
Date: 08/31/2024
I'll be more than happy to assist. First, apologize about the delay, but for whatever reason, we did not receive the initial email from BBB. Secondly, I apologize about your experience at Malco Grandview Cinema. We greatly appreciate our loyal guests & thank you for taking the time to send us your concerns about your visit. We did encounter a temporary air outage in the **** auditorium that was repaired quickly. I would be happy to offer a refund or Malco Complimentary passes.
Please forward the first 6 & last 4 numbers of the credit card used to purchase your tickets, along with a screen shot of the confirmation email we sent you or a clear picture of the tickets for a refund.
Another option would be Malco Movie Passes, if you rather come see the movie another time. Please forward a mailing address, along with a screen shot of the confirmation email we sent you or a clear picture of the tickets & I can mail you Malco Complimentary passes that can be used any time with no expiration date.Thank you
*******************************
Director of Corporate Communications
Malco Theatres, Inc
Customer Answer
Date: 09/01/2024
Complaint: 22154964
I am rejecting this response because: i spent $58.86 for movie and popcorn.Please send me a check for that amount. I also had to drive 70 miles to the theater since I live in the country. I have attached a copy of my bank transaction.
Sincerely,
*********************Business Response
Date: 09/04/2024
Thank you for the additional information, ****, but our ********************* is having difficulties locating your exact transactions without a screenshot or picture of your tickets or receipts. If you are unable to locate any verification from your visit, please forward the first 6 & last 4 digits from the cards used, which will also be needed to refund your purchase, as these were the form of payments used during this specific visit. I will be more than happy to refund all funds back to you, but our system only allows the refunds to go back in the form in which they were used initially. Let me know if you have any other questions & I will do my very best to assist.Customer Answer
Date: 09/05/2024
Complaint: 22154964
I am rejecting this response because:I have no refund
Sincerely,
*********************Business Response
Date: 09/06/2024
Thank you for sending your tickets & concession receipt ****. This information allowed our Accounting Team to locate your specific transactions in our system. Your refund has now been completed. Please allow up to 7 business days for this to appear on your credit card. For future references, you can always contact us at ****************************************** & we will be more than happy to assist with resolving any issues. Furthermore, the air issues you experienced at Malco Grandview Cinema have been fixed, so we look forward to seeing you again very soon. Thank you & have a wonderful weekend.
*******************************
Director of Corporate Communications
Malco Theatres, IncCustomer Answer
Date: 09/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
**************************************************, ** 39095Customer Answer
Date: 09/23/2024
Complaint: 22154964
I have not received the reimbursement. Can I get an *** on this please?
Sincerely,
**** ******Business Response
Date: 09/24/2024
Hello ****. ********************* resubmitted your request for a refund as it was declined on the first attempt. We will monitor the situation closely and contact you if this issue occurs again in the future. Please allow up to 7 business days for this to appear on your credit card. You can always contact me at ****************************************** or ******************************************** if you have any other questions, comments or concerns. Have a wonderful day.
-***** **********
Customer Answer
Date: 09/24/2024
Complaint: 22154964
I am rejecting this response because:
I will wait for the refund
Sincerely,
**** ******Customer Answer
Date: 09/26/2024
The business has issued a refund and now I wish to close the claimInitial Complaint
Date:04/12/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Hello. On Easter Sunday, April 9, 2023: While purchasing a movie ticket I inquired about which of the Super *************************** would be in 3D? The cashier said any of the movies. So, after purchasing a movie ticket for that movie, it was discovered the 6:45pm showing of the ticket I purchased SAS NOT IN 3D. I went back to the cashier to change movie times and was charged an upgrade fee by this time I had asked three employees and the manager I requested since one of the cashiers was t able to change out the 6:45pm ticket to the 7:00pm showing which all said was in 3D, not like the initially purchased 6:45pm ticket. After all the back and forth and with the Malco issued 3D glasses I noticed no one in the theater was wearing 3D glasses and my 3D glasses did not work 20 minutes into the movie. I checked their website and saw only 9:15pm showing states 3D. After that I again spoke to the manager on duty and a girl employee who both had a nasty attitude and told me tough, enjoy the movie. This was after I paid twice! The 2nd time was over an additional $7.00 balance to upgrade to the 3D version of Super ***************************. No success! Horrible customer service. Then getting ready for the movies and considering refreshments, the same employee, a short fair complexioned African American girl yelled at me, she see I got a bad deal on my movie ticket, and laughed. After I was in the theater after showtime had began, I see what she meant. HORRIBLE CUSTOMER SERVICE.Business Response
Date: 04/14/2023
Hello ***************************/BBB. I will be more than happy to assist with this complaint. I apologize about your experience at Malco Desoto Cinema in *********, **. We have multiple contacts in place to help resolve customer complaints:
#1- You can request management assistance at your local Malco Theatre. They will be more than happy to help you with any of your question, comments, or concerns.
#2- You can always leave a comment on our website www.MALCO.com/contact/ or email ******************************************
#3 You can call our Malco **************** at ************* & request to talk to our Operations Manager, District Manager or ********* Communications representative.
I will be more than happy to send you Malco Combo Passes for any inconveniences, but we are unable to refund tickets purchased with a MoviePass card. Please email a mailing address to ****************************************** & we will be happy to get these passes out to you.
Thank you! -******************************* ********* Communication DirectorCustomer Answer
Date: 04/18/2023
Complaint: 19915594
I am rejecting this response because:Malco sent a general non-specific reply through Better Business Bureau that does not specifically answer my complaint. 1.) I lost $7 and change of my own money in addition to Also using my subscription.
2.) The customer service was deplorable.
3.) As stated in my complaint, I already spoke with management and nothing was done about anything.
Malco appararehtly cares nothing about longtime customers as evident from their response. I plan to further my complaint through BBB and other organizations until Malco resolved this still problematic and unresolved issue.
Sincerely,
***************************Business Response
Date: 04/19/2023
Hello ******/BBB,
We greatly appreciate our loyal guests & thank you for taking the time to send in your concerns about your visit. Our initial response was specific to this situation, but I would be more than happy to clarify our stance by addressing your 3 points:
#1. As you know,Malco Theatres is not affiliated with MoviePass. They have implemented strict guidelines in regards of changing, swapping or refunding their subscription-based ticket purchases. Thus, they make it very difficult to make any changes to any ticket transaction. In hopes to resolve this matter, we can offer 2 Malco Concession Combo Passes. Another option would be a $20.00 Malco Gift Card, if you decline the Concession passes.
#2. We deeply apologize about your experience with the staff at Malco Desoto Cinema. The District Manager discussed the situation with management & resolved any pending matters from your visit.
#3. I understand you were not satisfied with Malco Desoto staff during your visit, but we have multiple other avenues to voice your concerns or complaints:
a) www.MALCO.com/contact/
b) ******************************************
c) Malco ************************* *************
Thank you & we hope to see you again very soon! -**************************; Corporate CommunicationCustomer Answer
Date: 04/19/2023
Complaint: 19915594
I am rejecting this response because:
Complaint: 19915594
I am rejecting this response because:
Malco sent a general non-specific reply through Better Business Bureau that does not specifically answer my complaint. 1.) I lost $7 and change of my own money in addition to Also using my subscription.
2.) The customer service was deplorable.
3.) As stated in my complaint, I already spoke with management and nothing was done about anything.
Malco appararehtly cares nothing about longtime customers as evident from their response. I plan to further my complaint through BBB and other organizations until Malco resolved this still problematic and unresolved issue.
Sincerely,
***************************
Sent from Yahoo Mail for iPhone
Sincerely,
***************************
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