MoviePass, Take Two: Yes, It's Too Good to Be True
Let's revisit the mess that is MoviePass. In my last feature, I talked about the pros and cons of MoviePass, a program that lets you see unlimited movies for a monthly fee. Bob and I signed up for a two-week free trial to test it out. The deal was this: you get a card in the mail and your account activates when you see your first movie. The free trial expires 14 days after activation, and you must cancel before the 14 days are up if you do not want to enroll in the monthly MoviePass.
Sometime in between when we ordered our cards and when we went to cancel 11 days into our “trial,” MoviePass changed their terms and somehow forgot to inform everyone. Now, your free trial starts when you get the card in the mail—which, for us, was about a week before we went to our first movie. So we got charged for a month of MoviePass and our accounts were signed up for the yearly subscription, which, in Boston, is $30 a month with a fee to cancel mid-year. Um, oops.
We both emailed MoviePass to cancel our trials, and received no response. We called them, only to get put on hold for so long we had to hang up. We live chatted them four times, tweeted them three times, and sent three more emails. We kept getting one of two things: no response, or a response that said something to the extent of “we have a lot of email volume this week, and we will get to your request as soon as we can.” MoviePass probably had a lot of email volume because they did not inform their free trial-goers that they changed the terms of the free trial and randomly started charging people….but anyway. Nothing was done until we asked to speak to a manager and wouldn't leave the live chat until we got a response other than the “we’re working on it” answer.
So, I’m not sure—MovePass might be okay if you want to pay for it, but after dealing with their pretty terrible customer service for something as seemingly simple as canceling, I can’t imagine it would be much better for paying customers if you have a problem. I’ve seen from other things online—and heard from the ticketing agents at AMC—that there are some technical glitches to MoviePass and that their live chat/phone lines don’t really help much when you’re standing in the theater and the app doesn’t load right. Comcast is still worse, but I'm giving MoviePass thumbs down.