What does an A+ really mean, anyway?

Fandango at BBB

How is it even possible to have a positive profile rating on the BBB website with over 600 complaints? I mean, I get the idea that they are responsive to more than 150 of those complaints or they have been satisfied, although as a professional, how can anyone not recognize these issues?

I recently experienced an unfortunate incident as a result of Fandango's digital access. As an online company, the go-to for their customer service is an online chat service. Quite nifty...if it works.

In this online "cue" I was repeatedly moved to the front, then upon an unfortunate time out issue on my computer, bumped to the bottom of the list. Three times this happened. Finally, I logged off, missed the movie, did not expect to receive a refund, but did not lose hope.

The following day, I called customer service, on the good 'ol fashioned iPhone. After waiting on hold for thirty minutes, I spoke with a lovely woman who said while she understood my issue, there was nothing she could do and she would send it up the chain of command to see if there is anything someone else might be able to do for me. She said I should hear something within 5-7 business days. Fortunately for me, I did.

Here's the email...copied and pasted from my personal account...

"Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

You may also update this question by replying to this message. Because your reply will be automatically processed, you MUST enter your reply in the space below. Text entered into any other part of this message will be discarded.

[===> Please enter your reply below this line <===]

[===> Please enter your reply above this line <===]


Refund Request

Discussion Thread

Response Via Email (Dajah)

03/06/2018 08:06 AM

Dear Sharon,

Thank you for your previous contact and we apologize for any inconvenience this may have caused you.

Our Corporate Office has reviewed your request for a refund.  After their further investigation into this situation, we are unable to offer a refund or exchange for Fandango credit.  We are sorry for any disappointment caused by our inability to grant your request, but when it comes to granting refunds or exchanges we are limited by our ability to process those requests before show time. Since your request was initiated after that window of time had run out, we no longer have that option.

We appreciate your patience and understanding, and we hope you have a great day.

Best regards,


Fandango Customer Support


Wireless access: mobile.fandango.com

Response Via Email (Dajah)

02/26/2018 01:01 PM

Dear Sharon Boesen,

We have forwarded your email to the appropriate department for further investigation and follow up.  We will contact you again by email once we have more information regarding your request. Reference # 180226-000964.

Searching our system we see that you made your purchase as a guest.  However, refunds and exchanges are only available to customers who create a free Fandango VIP account.

In order to be eligible, you must first create a Fandango VIP account through the following page with the following email:



After you have created your account, as long as you complete this process before your show time, you will be able to make use of our Self-Service feature to process your own refund or exchange.

Thank you for being a Fandango customer.  We would appreciate your feedback on this short survey; it will take less than 3 minutes to complete.  You can start the survey by clicking on the link below.

Click Here to start the survey

Thanks for choosing Fandango.  We are listening to your feedback and working hard to improve Fandango for the best possible experience.

We are a service-driven company, and our goal is to always exceed your customer service expectations.  More importantly, if we’re not consistently delighting you with our services, we want to know how to improve


Fandango Customer Support


Wireless access: mobile.fandango.com


Good to know. Fandango is a service driven company. Initially, I crafted a response to Fandango's customer service, because I don't think my message was genuinely received. But it bounced back because I didn't format it correctly. I didn't put my response between the little dotted lines.

Unless maybe it was received in the same way the other 648 customer complaints were received on the Better Business Bureau Website. Only 40 complaints are negative? If I were complaining on BBB wouldn't I be making a negative complaint? I don't know if I have ever made a positive complaint. But maybe I'm missing something.

Additionally, why respond within

[===> Please enter your reply below this line <===]

[===> Please enter your reply above this line <===]

only. When I initially sent my reply, I couldn't reply in that space so I had to cut and copy my whole message then copy it and paste it back into my email. I think there may be some sort of issue in the email of my Chromebook. But maybe Fandango didn't think that far out.

Good thing they have an A+.


After sending my request and response correctly, and a few social communications, I have received a refund, with a lovely note to boot.  Matt from the department of Fandango Corporate Escalations (what an apropos title) gave me all of my money back--and a little extra.  It was the personal note that really hit home, however.

Maybe it was reaching out to connect with the Senior Vice President Head of Commerce on LinkedIn? Or Tweeting/emailing the Press Relations team...Whatever the cause, the response was correct.  Good to know the system works when you can speak with the right people.

Moral?  Tenacity Pays. Happy Friday and Good luck out there.

- SB