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Business Profile

Video Tape Rentals

Redbox Automated Retail, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Tape Rentals.

Complaints

This profile includes complaints for Redbox Automated Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 5 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/12/2024

      Type:Billing 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.
      On 3/25, Redbox deducted all my gift card from my account for a disc I have returned on 2/22. And on 4/12, they sent me an email again to notify me they was going to charge my credit card on file for the that returned DVD again. On the email response, they disable the customer service phone call back to 2023, and over 30 emails I sent to them the customer service only replied one confirmed that they had found the returned disc, but they still kept billing me for that disc. Fortunately, the only one reply I kept and attached here. I have been a Redbox customer for over 10 years, and I don't know why they treated me like that. At the beginning of 2024, they wiped off all my royal earn points in my account which worth up to 5 free DVD rental, and then they stolen all my gift card money $35 for the returned DVD, and now they notify me they are going to charged my credit card continuing for the returned DVD. Why this company has this authority to override the US laws?

      Business Response

      Date: 06/14/2024

      We understand that this customer has had a few concerns, including:
      1. A refund for transaction ID *********. A refund of $41.60 has been processed and should appear in the customer account in 7-10 days
      2. The customer inquired about loyalty points. We regret to inform them that our loyalty program is currently suspended and unavailable. As per our user agreement, loyalty points have no monetary value, and therefore, we are unable to honor your request for $12.25.
      3. The customer requested to have their personal info deleted and their account closed.  This request has been submitted and the customer will receive a confirmation email directly once complete
       
      Sincerely,
       
      ***********************
      Director, ****************** **********************

    • Initial Complaint

      Date:04/05/2024

      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.
      I returned 3 movies 3 days after I rented them to the kiosk by my house at the end of February but just got charged $48.71 by Redbox on March 22. I have tried finding a phone number to get this resolved but there is none. This is fraudulent and I want my money back. Those funds were for my sons medicine that he needs for seizures and I returned my movies on time!! I will never rent from Redbox again but I deserve my money back bc they had no right to take it.

      Business Response

      Date: 06/10/2024

      I just wanted to let you know about the above-referenced complaint. The complaint did not contain enough information for us to locate the transaction in question.  We have requested directly from the customer the following information:
      First and Last name on credit charged the $48,71
      Last four digits on the credit card
      Billing zip code for the credit card
       
      Once we receive this information, I will research the transaction and resolve it accordingly.
       
      Sincerely,
       
       
      ***********************

      Customer Answer

      Date: 06/12/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/27/2024

      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.
      We rented a movie on Feb 26th at a kiosk out of town. We returned the movie a day late because we could not find a kiosk that was working locally and had to drive to another town on feb 28th to return the kiosk. We accepted the fact we would be charged a late fee of 2.50. I stood and watched the movie go into the kiosks and it said returned. I received a charge on my credit card saying the movie had not been returned and my card was charged ***** for the movie. I have tried calling their customer service number and they are not accepting calls. I have emailed them three times with no response. I would like a refund issued because I returned the movie

      Business Response

      Date: 06/10/2024

      The above reference complaint has been reviewed and a refund of $40.83 has been issued to the customer.  It may take 7-10 days for the refund to appear in the customer's account.  I have informed the customer directly that the refund has been issued.
       

      Customer Answer

      Date: 06/10/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/18/2024

      Type:Customer Service 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.
      I have been trying to get my online account deleted. Their website states to reach out to ************************************** for assistance. I have sent 3 requests to their customer service and have not received any response, not even an automated response. Each of my emails to customer service has stated that I want my online account deleted and my personal data purged from their system. I sent requests on 12/2/23, 1/16/24, and 3/18/24, none of which received a response. I have concerns about the security of my personal data within their system given the lack of response and customer service presented.

      Customer Answer

      Date: 03/20/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:03/18/2024

      Type:Customer Service 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.
      I was a customer of **********************, but I haven't used the account in years. I wanted to delete my account, but ********************** does not have an option to delete my account on the website, and when I emailed their customer service, they sent me a form to fill out that I could not even open or fill out.

      Business Response

      Date: 06/10/2024

      Regarding the above reference complaint. I informed the customer that the account deletion request had been submitted.  They will receive a separate email confirming completion.
       
      Let me know if you have any questions or need further information.
       
      Thank you,
       
       
      ***********************
      Director, ****************** **********************

    • Initial Complaint

      Date:03/18/2024

      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.
      I rented a movie and returned it the next day. They kept chatging my card for 2 weeks totalling $39. They refuse to take calls and refuse to return any emails I've sent them. If this is not resolved my next step is lawsuit for fraud.

      Business Response

      Date: 06/10/2024

      This is to inform you about the above-referenced complaint. The complaint did not contain enough information to locate the transaction in question.  We have requested directly from the customer the following information:
      • First and Last name on credit charged the $39.00
      • Last four digits on the credit card
      • Billing zip code for the credit card
       
      Once we receive this information, I will research the transaction and resolve it accordingly.
       
      Sincerely,
       
       
      ***********************
      Director, ****************** **********************

    • Initial Complaint

      Date:03/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 3 movies in February, 2024. One of the movies was a free rental. I returned the 3 movies 1 day late. Next thing you know, they charged my card $118.00. No explanation and I was a guest so I never got emails, They won't let you talk to anyone about it on the phone. I emailed Redbox and have not gotten a response. Looking at all these complaints, I know how this plays out. My complaint is valid and they need to refund my money as soon as possible. Also, I will never rent from Redbox again! Ever!

    • Initial Complaint

      Date:02/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We rented a movie from Redbox on 1-20-24, Gone In The Night." We returned the move the following day. On 2-7-24 we were charged $39.07 indicating we never returned the movie. Confused, we attempted to reach out to Redbox right away. We got an initial email back requesting some basic information. It's been 3 weeks now and I can't get anyone to reply to me. I have sent numerous follow up emails and I've tried to call but i can't ever get through.For security purposes I changed the email on my account. It was ************************* and I changed it too ************************ I have communicated this to Redbox but I wanted it notated again.I'd like a phone call from a manager at Redbox explaining to me why I was charged and why Redbox feels they don't have to communicate with their customers. I'd also like my account closed permanently; I can't do it myself. I'd also like to stress the fact that I've had an account with ********************** for well over a decade, I've never had movie not returned in that time.

    • Initial Complaint

      Date:02/23/2024

      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.
      I 1st emailed Redbox 2/8/24 and received no response. Now you are trying to charge me for a disc returned to you on time. I emailed Redbox again 2/21/24 and received no response a2nd time, I have also tried calling ************ the recording says they are not taking calls at this time.On 2/4/24 I returned both Overboard (2018) & ******************* (2018)At the Kiosk Overboard was excepted without issue but it took four times before it excepted *******************. Since my transactions show that Overboard has been returned but ******************* has not, I believe the transaction did not process the return when the disc was finally excepted. Can you please correct this and bill me accordingly for the $4.50 plus promo code used for a total of $2.41?4776345650 Reserved:02/03 8:00 AM Return By:02/04 9:00 PM for $2.25+ per night plus promo code used rent one get 1 rental at no charge,Location picu & drop off:******************************************************************** I would just like to be charges for the 1 night I had both disc.Thank you,*******************************

      Customer Answer

      Date: 02/27/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:02/21/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Movies were returned within the time frame and they are unlawfully charging me $46 for one movie that they say was not returned. They do not answer the phone and only communicate through email

    Redbox Automated Retail, LLC is NOT a BBB Accredited Business.

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