Rio Rancho Premiere 14 — Attraction in Rio Rancho

My family went to the movies last night to see “The Best Christmas Pageant Ever.” We went to the last showing; in the theatre there was a family of 4 sitting 2 rows In front of us and a couple sitting all the way in the back row. The rest of the theatre was empty. We left and I realized around 1130 today that my purse/wallet was missing, after searching for it, I realized I must’ve left it at the theater. I called and a man answered and told me he would look, he returned and said there was nothing of my description. I told him we were the last showing and asked if he would mind going into the theater to look. He asked if I remembered the number of the theater and I said I think 11, but wasn’t sure, I asked if he could verify and he said he had no way to, but if it was #11 there was a movie showing and he’d look once it was over. At that point I figured I better go in myself since my entire life was in my wallet. When I showed up it was the same man I had talked to on the phone and I asked if I could go look. He said no due to a movie showing. I asked what time it was over and he told me 3:20pm, it was 12. So I asked if I could at least check the bathroom, annoyed and not in the least bit empathetic, he rolled his eyes and said I guess. I went to check the bathroom and upon walking out noticed the door to the theater we were in was open. I went in to find not one person in there and no movie playing. So I went to where I was sitting and found my purse sitting on the armrest, open, and the wallet was missing. Upon informing him, his response was “oh well thanks for letting me know, sorry about your wallet, but I’m glad you found your purse.” Completely in tears, I asked him if he could verify if there were any showings prior or after and again annoyed he said he wasn’t sure if he could, but he looked and said there were not. I then asked if he could contact the cleaning crew or shift that was working the night after the show and he said it was a contracted company and he gave me their name to call myself. I asked if there was a manager I could speak to above him and he said no, he was it. I called the company to which they said they didn’t see anything and the cinema has a crew that cleans before. They referred me to another movie manager. When I called that number the same guy answered and said she just started vacation today and he would not contact her. I asked for corporate and he said I’d have to figure it out on the website. Then he proceeded to say, “even if you did talk to them, they would tell you it’s not our responsibility.” I waited for the police to show up and the officer tried to talk to him and he was uncooperative with him as well. The officer asked for access to the cameras and he was told the only one that can give access has COVID. As one last attempt I went back inside with my husband, as I was walking in, he said, “you again.” I then let him know I spoke with the lady who worked nights and I said what I thought her name was and asked if he could contact her. His response, “there’s no one that works here with that name are you sure you’re at the right theater. I was not happy with that response and he just said I would need to come back at 4. I I showed up at 4:15 and it was him again and as I walked in he said, “she’s not here.” I told him, I thought you said she would be in at 4? He replied, “I said 4-4:30.” This was untrue and my husband was with me to verify. I came back again at around 6:30pm to speak with the night manager, & was met with the same defensiveness, attitude, and unwillingness to help. Her response was, “I’m sorry people suck.” My husband stopped by later evening to check and she was extremely rude to him. I understand it’s my fault that I left it, but if the tables were turned I would’ve done everything I can to help anyone in obvious distress and I felt as if I was the one being treated like a criminal. They were apathetic, withholding, giving misinformation, & zero effort to help. I was distraught, but I was kind and trying my hardest to sincerely ask for help...

The seats are torn up with tape on some of the holes, the "cleaned" theater was completely trashed with debris all over the floor, the popcorn was stale and worst of all was the management's terrible handling of an issue. My husband bought movie tickets at the Rio Rancho Premiere, in person, early this morning. We arrived at the theater and our showing was completely full with people sitting in our seats. While my husband went to speak to someone about the situation the movie started so he asked if we could just move to another show time. The manager, Rico told us there were seats for the next show time and lied about their location. He stated this was a bigger theater and the row he would put us in was the same exact location we were supposed to be in previously. This was a lie. The seats were closer to the screen where we couldnt see. When we asked for the available seats in a row back Rico said yes we could have those seats. My husband asked for tickets for these seats as proof that our original tickets were now transferred to these seats. Rico said he couldn't do that but not to worry, we could talk to him if an issue arose. So we sat and waited at this theater for well over an hour, spent money on concession food and drinks. When the new showing was starting a family walked up with tickets to our seats and said they belonged to them. My husband went to find Rico, as he promised he'd handle an issue that may have come up from refusing to give us actual tickets. Rico did nothing to handle this issue though. He said there was nothing he could do because the other family had tickets to these seats and we did not, although we specifically asked for proof of tickets. He stated someone must have sold these tickets despite him having held them as our seats. He offered to move us down rows back towards the screen, however there were visibly other people already sitting in those seats. He offered to move us to other higher seats where we would be sitting seperately, which why would we bring our family to watch a movie seperately? He did not offer to tell the other family of his mistake though & offer them other seating arrangements. By this point the movie once again had started & we once again were missing the movie we paid to watch. At that time I did request a refund. However what wasn't refunded was my wasted time and gas, the fact that at this point in time all other movie times were full and no longer had tickets available, the fact that the only other theater we were able to find playing this film with available seats was across town and double the price of our original tickets, nor the fact that this refund didn't go back into our bank account instantly so we needed to figure out another payment method. This wasted our entire day, caused our daughter to cry & honestly really ruined our entire day's plans. The handling of this situation was a terrible disappointment and my husband specifically said, this is exactly why he makes sure to never suggest coming to...

Just got home from the worst theater experience ever at Rio Rancho Premiere Theatre! We took my 11 year old daughter to see Star Wars on Christmas Day. We stood in line for an hour. Bought lots of concessions. We were so excited. Five minutes into the movie, it breaks down. We are directed to the box office for a refund. Deflated, disappointed and sad, we ask the Supervisor named Sara, if we get refunds for consessions. MAN did that piss her off. She was very nasty SHOUTING at me through the window, that they are not obligated to refund food. I expressed how unfair that was. Well that pushed her over the edge. She began yelling at me and my 11 year old daughter at the top of her lungs that we "horrible people are the reason that my Christmas is ruined and i'm stuck working in this dump." She continued to literally yell at us to the shock of everyone in the box office. I mean everyone was just staring at her making a fool of herself with their jaws hanging open. Another employee apologized for her behavior after seeing my daughter in tears, but that only made Sara MORE mad. She just kept yelling at me and now the other employee and everyone else at the crowded box office, how I ruined her Christmas "don't apologize to them. Do you think I want to be here waiting on you?? take your refund and leave!" Sara the "manager" was completely out of control. I could not just walk away because she had my cc. At this point I just wanted to leave, with or without the refund. She was NOT the only one working but WAS the ONLY one with a horrible attitude to the point where we felt not only humiliated but threatened. I will be contacting HER supervisor, Sandy, on Monday. We will never patron this theater again. And to Sara, I hope you read this review. I am sorry your work ruined YOUR Christmas to the point where you felt you had to go out of your way to ruin other people's Christmas but it didn't work..we just went to a better theater, I MAX Winrock where movies work and whose employees are actually professional, even on Christmas. So Merry Christmas to Premier Theatre,their shoddy equipment and to their overworked and extremely pissed off manager, Sara, maybe Santa can gift you movie equipment that works and a better...