NCG Cinemas — Attraction in Citrus Park

I am writing to formally express my deep disappointment and concern regarding an incident that occurred at the NCG Citrus Park theater. This experience was not only frustrating but entirely unnecessary and unprofessional especially from a representative who claimed to be the highest-ranking “manager” on duty.

The incident began with a simple, respectful request for a complimentary cup of water. Instead of hospitality or understanding, I was redirected to purchase a 16 oz bottle of water for $4.95 an unreasonable charge, especially considering health and public service norms. When I sought clarification, the individual pictured advised she was the top-ranking manager on site. When I asked for her name and recent customer service training background, she became defensive, refused to identify herself, and labeled my questions as “rude.” She then escalated the situation by calling security and stating that my family was not welcome to view the movie.

This kind of treatment is unacceptable in any customer service setting, especially at a family-oriented business. As a paying patron, I exercised my right to ask fair questions not to be demeaned, intimidated, or denied service. No foul language, belittling or name calling took place. This is about a manager feeling “mentally challenged” and not having the “proper/correct training or experience” when being questioned about their title and position.

I plan to file a formal grievance report and expect this matter to be reviewed at both the local and corporate level. This incident raises not only ethical concerns but financial ones as well —charging nearly $5 for basic water access sets a troubling precedent that prioritizes profit over people, particularly during Florida’s summer heat.

I request the following actions be taken: • A formal review of this incident and the employee’s conduct. I respectfully demand that the audio and video footage to be reviewed and not be spoiliated. Time stamp: July 11, 2025 1:19 pm-1:32 pm.

• Clarification of NCG’s policy on complimentary water access. • Accountability measures for mismanagement and customer mistreatment. • Consideration for a refund or customer service credit due to this disruptive experience.

This is also a public service announcement to the local community to raise awareness of how quickly basic courtesy can be dismissed in a corporate environment, especially when compassion is needed most.

I look forward to your response and resolution of this matter.

*As a potential customer, I have the right to ask a ranking manager in position of their recent training and experience when a...

I used to go to Lakeland movie theater to see movies, the manager Vanessa has made my movie experience the best ever. She has made NCG my new movie theater since she always greets everyone she see, is always in a good attitude, and is the best at addressing problems. When I first came to this movie theater she told me “I promise you’re gonna change your movie theater because this one the best.” She’s right the seat are way better and I like the fact you can refill your drink and popcorn. She’s informative about her online website and how I can go online order ticket ahead. I order tickets for Venom and other movies and it’s has made my life easy because some time when you go to movie on the weekend it get so full that there no ticket and the online fee make it worth it because you’re secure a seat for the movie.

Refund Due to my mother's illness, she assisted me in getting a refund for one of the tickets. She understood my situation and issued a refund. She does a fantastic job, and because she knows how to talk about movies, my partner and I always look forward to seeing her when we go to the movies.

Helping and caring She has assisted children’s on multiple occasions when they have had difficulties, such as their inability to click the popcorn button due to their small size.

Movie Experience Seat are great and sound of the movie is clear and picture quality is perfect. The popcorn is good and I love the Icee.

Theater decoration I do like the nightmare before Christmas decoration the place by the exit door. I’m fan of jack and sally so that make it plus on the movie theater. I don’t know who made it but it’s cute I like it. They have other decoration around the hall and it make cute picture to take and leave with a memory.

Bathroom and building Bathrooms are always clean and stock up. There no clutter on floor is always clean and counter are wipe down and nothing seem to be out of place. Every time we go Vanessa the one on duty and she’s always cleaning wiping counter and ensure the building is clean.

Exiting Since there was only one exit and the mall's doors were closed, she was guiding people as we left the movie. This was a smart method to prevent someone from bumping into a door.

Thank you, Vanessa :) and NCG for having awesome manager on duty during our time...

I was excited to visit this new movie theater near me however, my excitement faded fast. Walk in and we’re ushered like we’re going through TSA if you wanted to buy some popcorn with pre purchased tickets,” you go here” people yelling, no smiles, everyone confused.

Then I go buy popcorn and a single bottle of water that’s extremely overpriced from the guy at the counter, and I get sent to a kiosk to place my order just to come right back to him to get my overpriced water. I asked if I could have a small cup so I could split the water (not that it matters who it’s for, but, for small children to share, he directed me to the bar to ask another lady. I hope you’re following this because three different stations just to get food, a cup and $5 water.). I walked over and politely interrupted the bartender and gentleman worker as they were planning their date for where they are going to go out to dinner on their first date.

Then I asked the bartender lady, “ hey can I just get a very small cup so I can split this water bottle for two kids and she said “no I can’t give you anything. Everything is inventoried and you have to purchase something.” I was extremely confused. I wanted to get back to the movies so I just said OK can I just give you a dollar and buy this little cup right here that you have right there (A plastic cup that probably cost four cents) and she said well you have to buy a meal or a combo or something for just under $10 if you want this plastic disposable cup. I said do you want me to pay that much money for just a plastic cup so that I could share water that I just purchased that’s extremely overpriced for children? She said yes. I laughed and walked away.

This is absolutely gross to me and I will never step my foot into this brand new underwhelming theater again.

P.S.

I forgot to mention, spent $5.00 on one little bottle water and so much more on popcorn and they had no popcorn in three of the machines, so I had to wait an additional 15 minutes and they had no butter. And their bathrooms - No soap or...