Movie Gallery Failed to prove contract agreement, overcharged Silver City New Mexico
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, 2004 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-customer
UPDATE:
This has been reproted to the BBB and on numerous web sites as of this date. I still need to do a letter to the editor of the local newspaper so others are made aware of this experience.
I have been a resident of Silver City since 1972 and business practices have really changed over the years, and not for the better.
To date I have not recieved an appology or the money taken from me by this business.
Gerald
Silver City, New Mexico
U.S.A.
5 Updates & Rebuttals
Gerald
Silver City,New Mexico,
U.S.A.
You need to read the original report better!
#6Consumer Comment
Tue, August 23, 2005
To L - Cityville, Colorado, U.S.A. I called the Police not the other way around.
I had no contract with Movie Gallery but was held to a contract that I asked to be produced with my signature on it. No contract was provided.
You need to get the facts before you rebutt, or at least read the complaint through.
Your expalination of late charge costs was not really the point of the complaint, it was the fact that I was charged a late fee that was unreasonable in comparison to other similar businesses in my area without a contract or notification.
There were several wittnesses to the occurance and they also explained to the police the rude actions of the Movie Gallery employee.
I did not yell or hollar as you state, I was on the recieviing end of the abuse.
The Movie Gallery in my area is hurting for business.
Makes you wonder why, does it not?
I have never gone back to Movie Gallery and I know many other folks in the area that have desired to do business with other companies as well, of course for their own reasons.
I believe that unless you have first hand knowledge of this particular Movie Gallery that you should keep your insults to yourself.
By the way, the particular employee did get fired for his actions not just with myself but with others too. I have recieved this information from the District Manager.
Still I will not expose myself to a business that allows these things to happen.
I still have my original "Showtime Video" cards and never recieved the "Movie Gallery" member cards. Maybe that is because there never was a contract with Movie Gallery after they bought out Showtime Video don't you think?
Movie Gallery to me is still a ripoff!
Gerald
Silver City,New Mexico,
U.S.A.
You need to read the original report better!
#6Consumer Comment
Tue, August 23, 2005
To L - Cityville, Colorado, U.S.A. I called the Police not the other way around.
I had no contract with Movie Gallery but was held to a contract that I asked to be produced with my signature on it. No contract was provided.
You need to get the facts before you rebutt, or at least read the complaint through.
Your expalination of late charge costs was not really the point of the complaint, it was the fact that I was charged a late fee that was unreasonable in comparison to other similar businesses in my area without a contract or notification.
There were several wittnesses to the occurance and they also explained to the police the rude actions of the Movie Gallery employee.
I did not yell or hollar as you state, I was on the recieviing end of the abuse.
The Movie Gallery in my area is hurting for business.
Makes you wonder why, does it not?
I have never gone back to Movie Gallery and I know many other folks in the area that have desired to do business with other companies as well, of course for their own reasons.
I believe that unless you have first hand knowledge of this particular Movie Gallery that you should keep your insults to yourself.
By the way, the particular employee did get fired for his actions not just with myself but with others too. I have recieved this information from the District Manager.
Still I will not expose myself to a business that allows these things to happen.
I still have my original "Showtime Video" cards and never recieved the "Movie Gallery" member cards. Maybe that is because there never was a contract with Movie Gallery after they bought out Showtime Video don't you think?
Movie Gallery to me is still a ripoff!
Gerald
Silver City,New Mexico,
U.S.A.
You need to read the original report better!
#6Consumer Comment
Tue, August 23, 2005
To L - Cityville, Colorado, U.S.A. I called the Police not the other way around.
I had no contract with Movie Gallery but was held to a contract that I asked to be produced with my signature on it. No contract was provided.
You need to get the facts before you rebutt, or at least read the complaint through.
Your expalination of late charge costs was not really the point of the complaint, it was the fact that I was charged a late fee that was unreasonable in comparison to other similar businesses in my area without a contract or notification.
There were several wittnesses to the occurance and they also explained to the police the rude actions of the Movie Gallery employee.
I did not yell or hollar as you state, I was on the recieviing end of the abuse.
The Movie Gallery in my area is hurting for business.
Makes you wonder why, does it not?
I have never gone back to Movie Gallery and I know many other folks in the area that have desired to do business with other companies as well, of course for their own reasons.
I believe that unless you have first hand knowledge of this particular Movie Gallery that you should keep your insults to yourself.
By the way, the particular employee did get fired for his actions not just with myself but with others too. I have recieved this information from the District Manager.
Still I will not expose myself to a business that allows these things to happen.
I still have my original "Showtime Video" cards and never recieved the "Movie Gallery" member cards. Maybe that is because there never was a contract with Movie Gallery after they bought out Showtime Video don't you think?
Movie Gallery to me is still a ripoff!
Gerald
Silver City,New Mexico,
U.S.A.
You need to read the original report better!
#6Consumer Comment
Tue, August 23, 2005
To L - Cityville, Colorado, U.S.A. I called the Police not the other way around.
I had no contract with Movie Gallery but was held to a contract that I asked to be produced with my signature on it. No contract was provided.
You need to get the facts before you rebutt, or at least read the complaint through.
Your expalination of late charge costs was not really the point of the complaint, it was the fact that I was charged a late fee that was unreasonable in comparison to other similar businesses in my area without a contract or notification.
There were several wittnesses to the occurance and they also explained to the police the rude actions of the Movie Gallery employee.
I did not yell or hollar as you state, I was on the recieviing end of the abuse.
The Movie Gallery in my area is hurting for business.
Makes you wonder why, does it not?
I have never gone back to Movie Gallery and I know many other folks in the area that have desired to do business with other companies as well, of course for their own reasons.
I believe that unless you have first hand knowledge of this particular Movie Gallery that you should keep your insults to yourself.
By the way, the particular employee did get fired for his actions not just with myself but with others too. I have recieved this information from the District Manager.
Still I will not expose myself to a business that allows these things to happen.
I still have my original "Showtime Video" cards and never recieved the "Movie Gallery" member cards. Maybe that is because there never was a contract with Movie Gallery after they bought out Showtime Video don't you think?
Movie Gallery to me is still a ripoff!
L
Cityville,Colorado,
U.S.A.
That is funny there are plenty of customers that try to lie there way dishonestly out of late fees.
#6Consumer Comment
Fri, March 25, 2005
You have problems if you take things to this extreme. I work at a movie gallery. And the manager would NOT have called the police & demanded you leave unless you were threatening & hollaring.
Actually movie gallrey has a better deal. Because when it rerents to you for five days you are NOT getting charged by the day. You have five more days. That means the movie is about 4 divided by 5 = 90 cents per day of late fee. And you can choose to keep it five more days or turn it in the next.
So, you didn't know it changed to "movie gallery" & that the policy had changed. Now you do, & it only cost 35 dollars. How much do you spend on coffee, fast food etc a year, or gas. 35 is nothing compared to other prices. You didn't have to pay the fee either. You could have just rented somewhere else & not paid 35 until you wanted to continue your account with them. They don't charge you if you bring the movie back & don't rent again.
At my store, I prolly would have discounted your late fees by half since you weren't aware & then I would have written a note on your account that you are aware of the changes & late fee policy. But you have to realize, there are plenty of customers that try to lie there way dishonestly out of late fees. At any rental store. And there has to be some kind of policy & rules to deal with it. Hollaring & threatening people will NOT help you.
It makes a fool of you, & leaves the cashier extremely pissed off at you, which might make them decide not to help you out. Obviosly you followed that path because, the police were called on you. It seems to me you have, perception problems & blow things out of proportion.