[Resolved]  PVR Cinemas — Kindly note your reference number CAS-194551-V5C8R4 for the complaint lodged on 17/03/2017 19:49.

Address:

New Delhi, Delhi, 110001

I wrote the following complaint to pvr.

Dear pvr team,
This is drawn for your kind attention and disciplinary action to be taken against the security personnel deputed at the security gate for the alleged misbehavior and using filthy language.

1. That i along with my female friend booked the tickets for the show of jolly llb2 at pvr rivoli friday,
17th feb.2017 against the seat no.1 and 2 in audi-1 in the 18:55 show to be played.

2. That we booked the tickets at the booking counter through my sbi credit card.

3. That as it was friday being working day we were going to watch the movie post our office and i had a laptop bag with me therefore, i asked the counter executive where i could keep my bag or they are allowed inside. He replied there is a counter at the back side of the booking counter managed by the 3rd party to keep the belongings against a token of receipt.

4. That before 15minutes we went to the gate for the show. All of a sudden the security personnel deputed there asked me that you can not go inside. So i asked him the reason he told me that the bags are not allowed inside and with bag we can not enter. Then i told him about the interaction with the booking counter executive and as per my discussion told him that i would be keeping the bag with the 3rd party run counter behind the booking counter.

To my utmost surprise he reacted that
"jis chutiye be bola hai usko bolo apne pass rakhega yahan koi counter nahi hai".

I asked and requested him you please talk to the booking counter executive and seek clarification and not to use filthy and abusive language else i would file a complaint against him.

5. That he went upto the booking counter executive and clarified the same which in turn ordered him to allow us inside. Still the security personnel asked us to take due permission from the security chief and the counter has been closed for today.

6. That on his response i asked him please let me meet with the security chief and seek permission else ask the booking counter executive to kindly refund me the booking amount as i can not leave my bag outside with anyone else if the multiplex does not have any arrangements for the same.

7. That on this the security personnel deputed there asked me do whatever you want to do the tickets can not be refunded now and the security chief has left for the day and he did not allow us to enter in the multiplex premises despite having valid bookings.

8. That i straight away went to the booking counter executive and asked him to first give me the contact no. Of the security chief and the multiplex manager which he also kept on ignoring and asked me to wait as he was arranging some contingency arrangements.

9. That the booking counter executive talked to someone on phone and asked me to come to the gate and i and my female friends were allowed inside the premises without even frisking, our bags were kept inside the official room there and assured by the female security guard and the booking counter executive that the bags are safe and we could collect them post the show.

9. That on asking for the complaint book we were given the visitors book wherein i mentioned my feedback and complaint along with my contact details but i have not got any response yet.

10. That i also met with the pvr executive on duty but all in vain he did not pay any heed to my complaint just asked the security personnel to go from that place.

Therefore, i request you to kindly look into the matter personally and provide me your valuable time to brief the matter in person also. The security personnel deputed there also ruining the image of pvr by misbehaving, using filthy and abusive language.

I am looking forward for the strict disciplinary action be taken against the security personnel deputed at the time mentioned there and your response within next 7 working days else i will escalate the issue and also will be forced to put it on social media and start consumer complaint.

Looking forward for your favorable response and action