Report: #463649

Complaint Review: BLOCKBUSTER

  • Submitted: Mon, June 22, 2009
  • Updated: Mon, June 22, 2009
  • Reported By: Riverdale Georgia
    1201 Elm St., Dallas, Texas 75270
    Riverdale, Georgia

BLOCKBUSTER INC overcharges and deceptive terms and conditions for Total Access Riverdale Georgia

*Consumer Comment: Additional information needed

Show customers why they should trust your business over your competitors...

I have been a customer of Blockbuster since 1999. With that said I have always enjoyed the ability to rent movies using Blockbuster and have been quite satisfied until the last few years.

I will not get into the boring details; however, I have been overcharged more than once, so when I was asked to renew my credit information in the store I refused. I was then solicited via email to join Blockbuster's Total Access Online program for two weeks free. This program allows you to get the movies delivered to your home and then swap them in store for movies. Thus the story begins.

Well needless to say I was charged after two days not the two weeks I was solicited for. The only reason I knew this is because I decided to pay using PayPal, which I felt was safer than simply giving my information straight forward. When I called and addressed this issue I was given a month free.

That would have been the end of things had I not been denied to swap my movies on three occasions in the store; Once because I had been charged too soon and secondly because the store did not have an "updated" credit card on file. Of course I contacted customer service again and was told that this is a security measure. Blockbuster's terms and conditions for Total Access members do not state this at all.

I was told by the Blockbuster Customer Service person I spoke with via phone that I would be charged for any movie I did not return to the store within the rental time frame designated by the store. This is not what the terms and conditions state.

Bottom line is this. Blockbuster is manipulating their customers with false information and charging customers outside if the terms and conditions and/or promotional offer period as advertised. Please read the information below.

The Terms and conditions on their website states:

"BLOCKBUSTER Total Access.

The BLOCKBUSTER Total Access program: The BLOCKBUSTER Total Access ("Total Access") program allows subscribers, up to each Total Access plan's limits, to return their BLOCKBUSTER Online rental(s) (each, an "Online Rental") to a participating BLOCKBUSTER store in exchange for either one (1) free or discounted in-store movie rental (as described below) or one (1) discounted game rental for each Online Rental exchanged at the store.

How free in-store movie exchanges work with Online Rentals: Previously, free movie in-store exchange rentals were in addition to the number of DVDs allowed out at-a-time under your Total Access membership plan. However, beginning in February 2009 (in some store locations) and over the course of the next few months (in the remaining corporate and participating franchise stores), this policy will change in two ways. First, all free movie in-store exchange rentals will count towards the number of DVDs you are allowed out under your Total Access plan at any one time. Second, your free in-store exchanges will have no due dates and will not be subject to in-store rental terms. You may keep your free in-store movie exchanges as long as you want, as long as you are a paying Total Access subscriber. If you cancel your Total Access subscription, your free in-store rentals are due back to the store within five (5) days, to avoid any additional in-store fees, if applicable."

Please be careful and watch your accounts closely or Blockbuster may bust your wallet!!!!

Riverdale, Georgia
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This report was posted on Ripoff Report on 06/22/2009 10:41 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Additional information needed

AUTHOR: Ashley - (U.S.A.)

Were you exchanging these movies for game rentals? Different rules apply.

Were you exchanging them under the free or discounted movie exchange? The rules you quoted are for the FREE exchange. The DISCOUNTED exchange rules are as follows:

Discounted in-store movie exchanges: Under any Total Access plan with free in-store movie exchanges, you may exchange your Online Rental for a discounted in-store movie rental once you have exhausted all free in-store exchanges under your plan. However, unlike free in-store movie exchanges, discounted in-store movie exchanges: (1) will not count towards the number of DVDs you are allowed out under your Total Access plan; and (2) are subject to all of that store's terms and conditions, including rental terms, due dates and fees associated for product kept beyond the due date. Your in-store receipt will give you the due dates for these discounted rentals.

For example, if you have a Total Access plan for 2 DVDs out-at-a-time (with up to 3 free in-store movie exchanges per billing month) and have exhausted all of your free movie in-store exchanges, you may exchange your Online Rentals in-store for discounted movie rentals. Any discounted in-store movie rental will be subject to the return date on the in-store receipt. However, discounted in-store movie rentals do not count towards your Total Access plan limit of 2 DVDs out-at-a-time. Therefore, Blockbuster will begin processing the next movie from your online queue when you exchange the Online Rental at the store.

The early charge is covered in the contract also:

Free Trials.
From time to time, in BLOCKBUSTER Online's sole discretion, BLOCKBUSTER Online may offer a free trial period to first-time customers, limit one per household and/or Payment Method provided. Where such an offer is made, at the time of registration for your free trial, your credit or check card will be authorized for one month of service plus applicable taxes, though your Payment Card will not be charged for the duration of the free trial period. Other terms of free trial offers, including duration of free trial, may vary. Specific details of your free trial not covered in these Online Rental Terms and Conditions will be explained on the web page you land on prior to beginning the sign-up process or as part of the sign-up process. Your trial period begins the day you sign up for BLOCKBUSTER Online membership, not the day you receive your first BLOCKBUSTER Online Rentals.

They will place the charge on the card prior to the billing period, then clear it and post the charge on the due date.

You might want to read a little deeper in to their terms and conditions. Everything you describe is there.
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