ComplaintsforMcMenamins Mission Theater

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I attended a show at the McMenamins Mission Theater. The show was slated to end at 11pm. At 10:20 I asked for a slice a pizza and was told they werent serving anymore. I was slightly confused because there was more than a full pizza in front of me. & from what I know, as a business who serves alcohol, you are legally obligated to sell food as well. So naturally I said that and asked why I couldnt order pizza. The bartender got extremely upset with me for some reason and in response I said I would be filing a report with the BBB. A few minutes later I was asked to leave for making the bartender feel uncomfortable. I asked why they wanted me to leave and they said they didnt have to tell me why. It is very irresponsible for a venue to stop serving food when people are clearly intoxicated.

  Business response

  12/08/2023

  McMenamins follows all rules and regulations regarding alcohol service. We have the required food available during alcohol service. We are not obligated to provide food outside of alcohol service times.
  On the night in question, we stopped alcohol service at 10:35pm. The customer approached the bar at ******* and was told we had stopped service for the evening. The customer did not react well to this information and became confrontational with our staff. She used profanity and threatened our staff with physical harm. The customer was escorted from the building.

  Customer response

  12/18/2023

   
  Complaint: 20893556
  
  I am rejecting this response because: I never threatened anyone. Do you have proof? I was definitely denied food before alcohol was done being served. It's illegal to stop serving food while still serving alcohol. Pretty crazy especially when the pizza was still sitting two feet away. Hopefully you don't deny any other customers food after they've been drinking.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Tickets for a concert on 7/29/2023 had the following restrictions/conditions/rules (below). At the venue, they announced a new ruleno bags over a certain size. This restriction was not a part of the original ticket contract. I satisfied ALL requirements printed on the ticket, but was denied admission (what I paid for) unless I complied with their new rule, which was NOT a part of the original contract.Things to know when attending a Grand Lodge show *** amphitheater and parking grounds can be uneven.Concerts are held Rain or Shine, No Refunds Please prepare accordingly for all weather *************** POLICIES Please check EdgefieldConcerts.com for current COVID related entrance policies.CHAIRS & UMBRELLAS Only low-profile lawn chairs (not exceeding 8 inches from the ground and no higher than 32 inches total from the ground to the top of the chair) are allowed.NO BLANKETS allowed. You may bring a beach towel (no larger than 30" x 70" ***************** You may bring sealed or empty plastic water bottles into the amphitheater.Coolers and outside food or beverages are not permitted.Cash and credit cards are accepted inside the venue. Two ATM's located in the venue and one in the main lodge of *********.A variety of food and beverages, including beer, *************** are for sale inside the amphitheater for your enjoyment.PETS 26 Pets are not allowed on the property PARKING & TRANSIT Parking at Grand Lodge is free, however it is limited parking so we encourage car pooling, riding the bus or biking to the show.BOX ************** On concert days, the on-site box office at Grand Lodge opens at 4pm.Gates open at 5 pm. For most shows. Please note: Gates may open early, as determined day of show.Box office accepts credit cards only ADA *** Grand Lodge amphitheater is accessible to individuals with disabilities.

  Customer response

  08/05/2023

  I have been corresponding with *************************** from concert promoter *********************. My correspondence to date is attached. I would like to add two additional businesses to my complaint. In addition to McMenamins Grand Lodge, *************** (*******************), and ticket vendor Seated (***********************), should be added. 

  Business response

  09/06/2023

  This patron purchased their ticket via Seated Fanclub. He received a PDF ticket from them which had a list of items on the right hand side that you should "know before you go" to the concert, but does not include all venue policies as formatting restrictions prevents us from doing this (This individuals ticket PDF is attached). Regardless, small hard tickets or ticket PDF's don't typically have venue specific policies listed on them. 

  For this reason, the vendor we work with, Seated has a safety & policy disclaimer on all their ticketing pages which states the following: "The event organizer may have health and safety policies in place for attendees of this show, such as requiring negative COVID-19 test results, proof of vaccination, or other precautions. Policies are subject to change. In purchasing through Seated, you assume responsibility for adhering to all venue policies. To learn more, please visit the venue's website to keep up-to-date on the latest entry requirements for the show."  

  We have specific policies in place for the safety of everyone and while the clear bag policy is relatively newer to venues (not just Grand Lodge), it has been in place for at least 2 years. We understand that policies do sometimes get overlooked though. I was informed that security held this gentlemen's bag for him at the front gate so he wouldn't have to return it back to his vehicle, even after he berated staff regarding this policy. His ticket was scanned and he still attended the performance.

  
  
  
  

  
  

  Customer response

  09/09/2023

   
  Complaint: 20395581
  
  I am rejecting this response because:

  The business and their vendor, printed terms and restrictions on the tickets. This information turned out to be both incomplete and inaccurate. Their response attempts to place responsibility for their errors and inaccuracies on their customers. We had no way of knowing that the information they provided was inaccurate and incomplete. Had they printing only, "vist xyz website for information," we would have known it was responsibility to do so. Instead, they supplied detailed, extensive (and, it turned out, WRONG) information on the tickets, along with a fine print disclaimer, "and check with the venue." No. Either print accurate, complete, information, or print nothing at all. And, if you do print inaccurate and incomplete information, which the business has admitted doing, they should follow the terms and conditions that THEY printed on the tickets, not blame their customers for their mistakes. The error was theirs and theirs alone, and, given that they refuse to take responsibility for their mistakes, they should be held accountable.

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

• Initial Complaint

  08/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First, the ********* location is the wrong McMenamins. There are dozens. The correct information is below.McMenamins Corporate ***************************************************************************************************** Phone: ************** McMenamins has a brilliant marketing program designed to introduce people to all of their properties, called the "Passport." One must visit each hotel, restaurant, or venue and get "stamps" to prove attendance. Once the passport is complete, prizes include free or discounted services at McMenamins properties. Several of these venues require paying for tickets to see movies or, in this particular case, musical events. The passport terms and conditions state that this is the case: https://www.screencast.com/t/sKegTqbTCvnI When we tried to complete our passports this weekend, however, we were told that we not only have to pay for the tickets, but we have to attend the event as well. The events start late, I'm on east coast time, and none of the events they offer are to my taste. They used to offer a very interesting tour of the property at around 2PM for those not willing or able to afford or attend these events, but they no longer offer that alternative. I'm willing to pay for the tickets and give them away. But I don't believe I should be forced to attend these events because that was not the requirement when we started this program per the previous screenshot. I also believe they should bring back the alternatives to buying these tickets for those that are unable to afford or attend events, but at this point, I would like them to honor the agreement we entered into when I purchased the passport initially.

  Business response

  08/14/2022

  Since the inception of our Passport program in 2013, it has been a requirement to enter the venue in order to get the venues stamp. This was the agreement when the customer purchased the passport initially.

  This is explained in the Passport Terms of Use section of our website. https://www.mcmenamins.com/about-passport/terms-of-use. Here is the rule from the website:
  
  Movie Theaters/Concert Venues: The ticket icon indicates that tickets are needed to get inside that location and get your stamp. These locations do not have a task associated with them for the stamp. Entry into the venue is required for the stamp. Locations include: ****************, **********, *********** Spanish Ballroom, Bagdad Theater and Mission Theater.
  
  Inside each passport there is a How It Works section. The customer included a partial scan of this page which says the following: 
  
  Some stamps require an additional photo or may require you to purchase a ticket to a concert or movie. (This will be noted on the passport with a camera icon or ticket icon icon). 
  
  What he did not show in his scan is what is also stated on that page which is this: 
  
  Rules and prizes subject to change; complete rules are listed on line.

  A scan of the full text of the "How It Works" section is attached.
  
  We are confident we are honoring the agreement we entered into when he purchased the ****************************************************************************************** Pubs and Breweries

   

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