I have been a loyal customer of the Alamo Drafthouse for several years, and have been a Season Pass holder for nearly as long. I canceled my membership within the past several months because of income but wanted to sign up again so I could get tickets for my son's birthday movie, and then see other movies the remainder of the month. Regardless of if it's hidden among their terms, they do not make apparent that when you cancel a subscription you can't sign up again, and have to write to them so they can start a subscription again. I only found this out after on Friday evening of March 22, I tried to sign up only for the app to continuously tell me I already had a subscription, when I didn't. I even attempted to uninstall and reinstall the app, which of course didn't work so I wrote to them to let them know about the issue. Of course since their customer support was already closed for the weekend, I had to wait until today to hear back even though the tickets I wanted were selling out. This isn't even the problem. The person who eventually wrote to me (telling me they are the manager for subscriptions and there was no one above them I could speak to to express the following concerns), charged my card without my explicit consent and put me back on the subscription. When you try to sign up for something 3 days prior, that isn't consent for them to charge your card 3 days later without your consent or knowledge. The person said that they don't let you resubscribe because of "security concerns" (which honestly, what concern would that be, I don't know another subscription service that does this) - ignoring the fact that THEY created the largest security concern possible by charging a customer's card without permission. Regardless of the fact I wanted the subscription, anything could have happened in that three days and they should have written me first, explaining the policy, and ASKING IF I wanted my card charged to restart the subscription. A lawyer would have a hay day with this. And then the person refused to let me speak to anyone else, did not apologize - until their last email in which they gave the standard "it wasn't our intentions" line - or offer anything else (except covering themselves by asking if I wanted refunded after I initially wrote back to them). I have only used Alamo as my cinema since I first started going several years ago, and I spent hundreds upon hundreds of dollars there between my subscription, other tickets, and food (which, by the way they've over inflated while reducing in size and quality beyond what is okay), and yet this one "manager" took inappropriate action in charging my card without my consent or knowledge, refused to apologize, and refused to let me speak to anyone else about this very SERIOUS matter. As such, I have now requested they cancel and refund my subscription, and I will no longer be a customer of Alamo, despite the fact I dislike your standards cinemas, because this is not forgivable.Edit 3/30: Still no response after reviewing here, on BBB, and on social media. Shows how little they care about customer support. I had even said I would consider remaining a customer if they tried to make amends/apologize.
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Located in downtown Austin; serving drinks and dinner with the movies. Includes calendar and reviews of all films scheduled, plus merchandise and guestbook.
