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Atlantic Our son is a patient in the Shepherd Center Day Program in Atlanta, GA due to a spinal cord injury that occurred on December 19, 2019. He just graduated from college on December 16, 2019, and three days later he became the victim of a crime.

My husband and I are on FMLA from our jobs and have temporarily moved to Atlanta to be by his side until he is discharged from the Shepherd Center. He spent three weeks in Va. Beach (VA) General, and then was transported (via air ambulance) to the Shepherd Center on January 10, 2020. It has taken a great deal of prayer, family support, and emotional uplifting and encouragement to keep him out of a dark place that borders depression.

The last thing our son needs is a preventable and unnecessary situation setting him back emotionally.

We are aware that things can happen, but how situations are handle can make a world of difference. On February 28, 2020, we purchased a ticket (via Fandango) for him to see My Hero Academia: Heroes Rising at Regal Atlantic Station located at 261 19th St. NW, #1250, Atlanta, GA 30363. Once we arrived at the theater, we discovered that the elevator and escalator were not working.

When I spoke to the ticket agent, he shared that the elevator had been broken for more than a week. I asked to speak to a manager at that time. He called for a manager, but no one answered the phone. I had to climb a couple of flights of stairs to find a manager myself.

Another theater staff member noticed the disgusted look on my face and asked how he could help.

Once I shared with him what was going on, he also shared that the elevator had been out for over a week. He stated that he could help us get upstairs, but it would require a great deal of walking and pushing my sons wheelchair, which he volunteered to do. He informed us that he had to do this for another customer a few days earlier. This elevator was not part of the movie theaters property.

We had to walk outside, down the street, and around the corner to find a dirty service elevator that shopping center employees use to transport large trash receptacles. Once we went up to another level in the service elevator, we had to walk through a parking garage and then to another elevator, finally arriving at the back of the theater to get in. This process took over 30 minutes, making us extremely late for the 4:10 show. By the time my son was able to enter his actual movie showing, it was 4:40 pm.

I was finally able to speak with one of the managers (Dexter) who was insensitive and minimized the entire situation.

He told me that we were accommodated by having access to the service elevator which was a country mile away. I shared my dissatisfaction with him and he stated that it was not his fault the elevator was broken and a part had been ordered; he had no control over how long it was taking. When I told him how upset I was, he proceeded to say the situation was not that serious. I told him that he could not tell me how to feel, and how dare he minimize the situation.

I also shared with him that the ADA (Americans with Disabilities Act) was a law that ensures that people with disabilities have the same rights and opportunities as everyone else. I also explained to him that the Act guarantees equal opportunity for individuals with disabilities in public accommodations.

The manager (Dexter) appeared to take this entire situation lightly. I had to ask for some type of compensation which came in the form of 3 movie passes. Not one time did he apologize for the inconvenience, yet kept blaming whoever they ordered this elevator part from.

I will NEVER return to this Regal Cinemas location again. Again, we do understand that things happen and can malfunction, but the minimization and level of insensitivity was absolutely UNACCEPTABLE!!

Monetary Loss: $17.

Preferred solution: Apology.

Regal Cinemas Cons: Ada accessibility was not available, Insensitive management named dexter.

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