Complaints

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.

• Initial Complaint

  Date:26/06/2023

  Type:Product Issues
  Status:

  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.

  ** ** ******* *** I rented the theater for a private birthday party for our son. My ** ******* signed a waver for the birthday party a month before the party took place. In the waiver it states that there must be at least 1 adult supervising children under a particular age. At the end of the party my ex husband paid the bill in full and was charged for an additional 2 adults. He hadn't counted the number of children attending because he had to pay and get out of the theater as our time was up. When he received the invoice he noticed that the 2 adults were charged for a total of $50. I contacted the theater to find out why and was eventually forwarded the waiver that was signed. They claimed their staff did everything they were supposed to and were not responsible for informing us of anything, which I understand. However, I don't feel that this was worded correctly enough in regards to having to pay for 2 adults who didn't eat or drink anything and who sat in a chair and supervised their 4 and 6 year old child. The waiver isn't worded perfectly to explain that they would be charged. If it was made more outstanding then we would have made sure that the parents only dropped off their children as we were already paying for an additional amount of kids. Also, what is considered to be the appropriate number of adults to supervise 15 kids under the age of 11? * **** **** *** ** ********* *** **** *** * **** **** ** **** ***** ********* ** *** ****** **** **** ********** ** **** ****. The wording in the waiver should be made to be clearer with additional information saying that people will be charged for additional adults who don't receive snacks, beverages and popcorn. If that's the case then we should be reimbursed the cost of the 2 adults for those items. I would like to be reimbursed the $50 for the 2 adults and I feel that they should respect this.

  Business Response

  Date: 12/07/2023

  The document that the customer is referring to isn't a waiver. It is the booking form that all customers are required to sign before they make a booking with us. (Document ***************************************** 17th, 2023). The document clearly states the clause the customer disputes the clarity of (Page 3 of the aforementioned document). Stated verbatim, the clause says "I understand that if there are any children under the age of 13 attending, there must be at least one adult present for the event. Any adults staying for the event will be counted in the attendee numbers". We do not feel the language of this clause is in any way inadequate or unclear in stating what our policy is. However, we are an open and learning organization hence, we are keen to receive any suggestions to make the language clearer. 
  
  We would also like to recount the mechanics of this whole incident as they played out, which was also shared with the customer during the email exchanges we have had with them (Document attached_Erin ********) because we do not feel the customer's account is fully accurate.
  
  The booking was made with us by *****************************, the complainant's husband, whose signatures are on the attached document. ***************************** pre-paid for 10 attendees, with the provision to pay for any additional attendees on the day of the event. There were 17 attendees on the day of the event. The staff **** up the tab for the additional attendees and ***************************** paid it. We do not have any information on whether or not ************************* was actually present at the event. However, it is important to state that ***************************** did not complain to the staff about being overcharged before or while making the payment. Additionally, he paid his tab before heading into the theatre for the movie screening; this is noteworthy because it is in contradiction of what ************************* has said repeatedly, that they didn't realize there was an overcharge in the rush of leaving the theatre as their time was up. This transaction was completed at the beginning of their event and not at the end.
  
  ************************* said that two of the adults did not take any of the concession items which isn't unusual, especially with birthday parties. The per-person charge of $25 is an attendance-based fee and is charged for every person present at the event, as stated on the booking form ***************************** signed. A lot of the attendees choose not to take the concession items and hence the staff had no reason to do anything other than what they did in accordance with our processes.
  
  We would like to state that we haven't had any direct complaints, on the day of the event or post facto, from the original customer who booked with us - *****************************. The authorization letter submitted by ************************* to your organization hasn't been shared with us. 
  
  Additionally, we would like to submit that the Kamloops Film Society is a reputed and charitable not-for-profit organization. The results of our ongoing customer surveys for similar bookings and events are attached herewith, for you to sample the kind of experience the customers have with us. The reviews can be accessed using this link (*********************************************************************). It may ask for a password which is: TheKFS. As you will see in these reviews, customers have nothing but praise for their experiences at The Paramount. Ours is a much-loved and respected business in the community. The tonality and words in *****************'s emails were needlessly belligerent and disrespectful to our business from the get-go. Insinuations were made that our business tried to "take advantage" of them or took "payment without proper information" which are farthest from the truth. 
  
  I hope the above clarifies our position and facts on the ground as they were. We are an extremely customer-centric organization always endeavoring to find a resolution for the customers at our promptest best. But we also must stand our ground when our policies, procedures, staff, or intentions are questioned without evidence. We are more than happy to discuss the matter further. 
  
  Please guide us on what more needs to be done from our end. 
  
  Thank you for your time. 
  
  Have a lovely day.

  Customer Answer

  Date: 12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not feel that the information is clear enough.  I think the part about paying for any extra adults that remain in the vicinity should be first so that it is not overlooked. 

  I feel that when the staff noticed more than one adult that they should have mentioned or "reminded" one of us that the additional parents would be charged if they stayed.  Especially given that they did not have anything from the concession and were only there as extra eyes for their young kids.  I honestly feel that this is something that should be mentioned in more detail on the form that parents/guardians sign when booking the establishment.

  It may not seem like a lot to the business however we paid over $500 total to give our child a great birthday party and cannot afford the additional $50, especially with the increase of life in general.  

  I stand by the fact that it should be made more evident or told again at the time of the event.  Even out of good faith.  People sign a lot of forms and read through them quickly then forget because they are dealing with many other things.  

  Perhaps the way they conduct the business is all about the money and not the clients.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 14/07/2023

  Dear Team BBB,
  
  Thank you for following up on this case so diligently. 
  However, we find ourselves at a loss for words for what more can be said from our end.
  
  We do at least fifty bookings like these in a year. We've been doing this for the last few years. And this is the first time someone has made a complaint of this nature. Now, we still would have taken due action, even if the complaint is by one single customer because that is the disposition of the business we run here; provided there is any merit in the complaint itself. In this case, there is none to be found. 
  
  Not reading terms and conditions before signing a document, is not a sound argument logically, ethically, or even legally. Asking us to reposition that clause so that is the first thing a customer reads is even more absurd. Because we have no way of knowing which clause which customer would prefer to be highlighted. That is not how any document is or can be structured.
  
  The customer "feeling" that our staff should be acting a certain way or doing something that isn't our process or policy isn't a valid argument as well. The staff does what they are trained and designated to do. The customer didn't do their due diligence by reading the document. Telling our staff what they should be doing because the customer didn't read a clearly stated policy clause is an argument not even worth venturing into.
  
  We take particular offense to the repeated allegation that the customer has been cheated out of their money. They were provided services for the money they paid. We are a charitable not-for-profit. $50 is a lot of money for us too. However, having said that, we would have still perhaps looked at offering some kind of a resolution had the customer approached us with the dignity and respect we deserve. They have been nothing but accusatory and deprecating in their language to us. As stated earlier, we must stand our ground and defend ourselves, especially in the face of such a disrespectful customer who is not willing to accept the very basic mistake on their part that led to the whole issue - that not only did they refuse to read a document before signing it, they failed to bring the issue to the staff's attention when they should have, and are only reacting with unjustified obstinance and disrespect now.

  Customer Answer

  Date: 17/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is a false statement from the business.  I was not rude or mean in any way.  This is my exact first email:  
  **********************;<************************> Fri, Jun 23, 11:09?AM
  
  ****  ** ****** *** ******* ** ********* **** *** **** **** **** * **** *** ** ***** ******** ******  
  
  
  ** ******** * **** *** ** ****** *** ** **** *** ** *****  ***** **** * ******* ***** **** **** **** ** ********* ***** ***** ******** **** ****** *** ** ** ********  
  
  
  **** ** ******* *** *** * ***** ********  ** ******* ******** **** ***** ** *** *****  **** ****** *** *** ******* ******* ** *******
  
  
  ****** **** ** * **** ** *** ***** ************* *** ** ** **** ******* *** *** ********** ******* ****** *** ** **** *** * *** **** ** ***** ********** *****
  
  
  ***** *** **** *****
  
  
  ***************************

  No attempt to reconcile anything was done.  Instead I was told that I should have read the form that my ex husband had signed.  Had there been anything from the business to possibly come to an agreement then I wouldn't have continued to contact them and in the end, bring this to the Better Business Bureau.  I also do not appreciate being told I am being rude, unfair and all the other things.  The person in charge of the business is being untruthful/

  
  Sincerely,
  
  *************************

  Business Response

  Date: 21/07/2023

  Dear BBB Team,

   

  Clearly, we are now getting into a subjective discussion of whether the complainant was disrespectful or not. We have already submitted the transcript of our entire email exchange with them to your organization. In our responses, we have also repeatedly highlighted the disrespectful comments the complainant has made about our business. We are yet to see any actual evidence that supports the complainant's claim that we did anything unprofessional or unethical. All their arguments are based on what they "think" we should have done. The complainant has repeatedly dismissed their lack of due diligence and faulted us for not doing what they "think" we should have done. We are not sure how that argument is worthy of any discussion.
  
  Despite us quoting verbatim, the accusatory and derogatory comments the complainant has made about our business policies and practices, we are yet to see a single word of apology.  

  As the complainant initially hinged their argument on the fact that the language on our form isn't very clear, in our very first response, we sought guidance on the verbiage of the clause in question. We said we are open to suggestions on how to word it any clearer than that. We didn't receive any. Instead the complainant responded with the suggestion of changing the placement of the clause. Which clearly supports the fact that there is nothing wrong with how the clause is worded; this whole issue was a function of the customer not having read the whole form properly before signing it.
  
  We inquired as to why the issue was not raised with the staff before or while paying the bill, which contrary to the narrative the complainant is trying to push, was well before they headed into the theatre to watch the movie and not during the rush of heading out after the movie. We still have no answer on that from the complainant.

  Throughout the stretch of this discussion, the complainant has conveniently ignored all the facts in evidence that the dereliction, if any, lies on their end. Our staff did what was professionally and procedurally required of them. Simply because the complainant "thinks" or "feels" differently, is not enough grounds for our staff to have done anything different. 
  
  I would also like to add that had the customer accepted their negligence regarding the form and approached us with the respect a business deserves, we would have been open to finding the best resolution possible. However, the complainant's behaviour and tonality during these exchanges had been anything but that. We may be a small charitable not-for-profit but we do have a right to stand up for ourselves, especially in the face of such an obdurate and disrespectful behaviour from the other party.

  Over the last one week we have also made repeated attempts to connect with BBB as well, including leaving voice messages, seeking more guidance on how to resolve this matter in just and logical way. We haven't yet heard back from BBB. 
  

  At this point, we are really not sure if there is much else that can be said from our end. 

  Customer Answer

  Date: 26/07/2023

  
  Better Business Bureau:
  
  I don't accept the business' response but I'm tired of trying to explain myself.  I felt that the business wasn't fair in the way this transaction was conducted.  I realize that the business refuses to reimburse myself or my ex husband.  I will drop this matter with them and the Better Business Bureau but I will not be doing any further business with the Paramount Theater and will continue to share my experience.

  Sincerely,
  
  *************************