sarah wrote on 08-29-2015

bad customer service

I have been a customer of Hollywood Flicks for 10years. I had recently went in to rent a couple movies one for my daughters and one for myself and husband. My daughters watched their movie, then it was time for us to watch ours, I had placed the movie in the player and told my husband to press play when he came in. We noticed it wasn't working so we looked at the movie and noticed it was cracked. I immediately called Hollywood flicks and they had said " No, problem bring it in we will exchange it". It was late at night so I brought the movie back the next day. They then started telling me "I would have to replace the movie" I explained to them that " I had called last night and was told to bring the movie back to exchange it". They tried calling the owners of the store, there was no answer, I told them that I wasn't paying for the movie that if they made me pay for it I would go to social media. It wasn't the cost of replacing the movie it was the principle (isn't that why you pay for insurance?). The owner called me later that night and began talking in a strong voice to me " that I had broke their movie, I was replacing it and that i signed an agreement", I said "send me this agreement via e-mail" the wife in the back round was yelling "we are not emailing her s**" and the husband who was still on the phone with me yelled back " would you shut-up" ( not good customer service). He then said to me "if you go to social media I will send you to collections". they then sent me a letter stating I owe them money for late fees, movie and charge for collections. There was no total amount. then last week I got a collections notice for the amount of $30.00 dollars,. Really? you would wreck some ones credit for $30.00 dollars. this is how they treat their customers of 10 years, I never so much scratched a dvd!!!!. I will never return to this so called "business" again. I have herd many bad stories about this place many of which is: They will call and say you haven't brought back a movie and owe all these late fees, they will continue to call saying that you owe them money even when you say you don't. They will call you back say " oh we found the DVD or my daughter took the movie and didn't put it through the system".