To Movie Gallery Customer Service;
Today you lost customers due to a Manager that was rude and argumentative and due to unfair business practices.
Allow me to explain, the Silver City, New Mexico "Movie Gallery" was a "Showtime Video" not so long ago which we were members of since 1996. When the business changed names we had to change our membership cards, however there were not any "Movie Gallery" cards available. We rented movies at $3.10 for at least one month. Cards were finally received approximately two months after the business name was turned into "Movie Gallery"
We signed no membership agreements with Movie Gallery. Since the time of the business name change, prices have been drastically increased, dollar days policies changed without notice, and Late Fees policies changed without notice.
Today we returned 8 movies two days late after a five day rental, and we were willing to pay a reasonable late fee compared to other video stores in our area. We did not expect to be charged for another five days which has now seriously hurt our remaining budget. $35.00 is a bit steep for late fees for two days!!!
We feel this "automatic renewal policy" is unfair in comparison with other businesses and the lack of notification as to this policy change was also unfair.
Yes there is a little sign on the exit door mounted inconspicuously giving notice to this policy.
I never signed a contract with Movie Gallery which your Manager argued with me stating I did. I asked for proof but he refused and became uncooperative. I had to call the Police as I felt with the outrageous late fee and uncooperative Manager (Andrew) I was being ripped-off. (I never got proof of any signature on any contract from the Manager because there isn't any) and I am going to take Local action against your store here.
Your Manager was RUDE, AUGMENTATIVE, AND HOSTILE towards me and insisted that I leave and now has demanded that I never return according to the local police which I called to file a report for Unfair Business Practices. I CALLED THE POLICE ON HIM BECAUSE I FELT THREATENED by his attitude and body language!!!
MY further actions will be as Follows:
Letter To the Editor in Local Newspaper to warn others of the companies unfair business practices and high prices.
Report to the Better Business Bureau to inform them how your company changes polices and fails to notify its customers. Also how your company rips people off on late fees compared to other local and competitive businesses.
I will post as Web Master a warning to all that may do business with the Local "Movie Gallery" as to how customers are treated, and recommend other businesses to do business with other video stores instead of Movie Gallery and give my experience as the reason. Only Facts! I currently maintain web sites for 147 Local Businesses in the Silver City area. Word does get around in this town, I'll make sure of it. I was treated like a child by your "Young Manager" that had his belly hanging out of his shirt front.
Just for your information, local rental prices are as follows:
Western Family = $2.99/day New Release Late Fee = $1.00/day/movie has (one) dollar day
VideoStop = $3.10/day New Release Late Fee = $1.00/day/movie has (two) dollar days
Albertson's = $3.10/day New Release Late Fee = $1.00/day/movie has (one) dollar day
Local Wal-Mart = $12.00/month unlimited rentals and no Late Fees
Movie Gallery = $4.48/day New Release Late Fee = Full Price/movie/day or five days has (one) dollar day
As you can see Movie Gallery is by far the most expensive Video Rental business in the area. This covers 50 miles in any direction.
We have been ripped off by doing business with Movie Gallery and we will no longer do business with Movie Gallery. It is a bad experience, Even Pay Per View costs less (both DirecTV and The Dish).
I have the right to express my views publicly so long as everything is the truth. Everything here is the truth. Your Manger Needs to be re-trained in "customer service" at the very least and FIRED at the most. I recommend the later.
I will take the above actions on Tuesday, February 3 unless I get a Written Apology and the $35.00 back that was taken from me for a late charge policy I never agreed too. There is no signature by me agreeing to such outrageous policies.
A very disgruntled and ex-custome
0 comments