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  • We went to see Ouiji tonight. While I do realize that seeing a PG13 movie on an opening Friday will leave you at risk for a certain degree of rowdiness, I wasn't prepared for a night that reminded of the reason I stopped going to Tower City Cinema. My friend and I disregarded the loud teens for the bulk of he film, but then, with about 40 minutes left, went to complain. After about 15-20 minutes a couple of ushers came in, did not say anything to the teens that we pointed out, and left. At this point it's clear that the movie is wrapping up, so we wait until the film ends, and then go complain again. The manager, Chris Reed, first says that we should have complained sooner, and then says his staff went in and addressed the problematic teens as soon as they could. We explain that we ignored the issue as long as we could, and that when we did complain, it took close to 20 minutes before anyone came in, and even then they didn't directly address the teens we pointed out, and that they, in fact, didn't address anyone. He proceeds to say, "well they said that they did, so now it's a case of he said, she said". So, we ask if that means he's calling us liars. He says no...he's just saying that there is no way for him to tell what really happened, since we're saying something different from what his staff is saying. We notice another couple walking past who was also in the theater. So, we ask them if they can corroborate our story since the manager is having trouble distinguishing between our report of our actual customer experience from the report of his teenage employees. They agree that ushers came in, but did nothing to address the issue. He maintains there is nothing he can do, we decide to leave. I decide that I need to elevate my complaint, because now it's not just a ruined movie, but I've also been called a liar. I go back, and request the GM's information, and this is when Mr. Reed says, you guys stormed off before I could offer to make it right. He offers passes, which I accepted only because I can use them at another Regal. He apologized for our negative viewing experience, but never for saying, and defending multiple times, that he couldn't address our issue because of "he said, she said." Will never return to this theater.
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