NCG Cinemas — Local services 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 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...

Tonight was a interesting experience. The power went out as soon as we stepped into the theater. They came back pm 10 seconds later and the went out again for another 20 seconds before cutting on again. There was one employee offering us a rain check and we accepted. We asked the first employee of we could get our 30 dollars back for the food we bought and he said yes we could do that and to go back to the front of the line and we would be refunded. After waiting for about 20 minutes for our refund for food this rude bald Caucasian man approaches us and tells us we have 40 dollars worth of tickets and that we can't be refunded. I began to ask him a question because the other employee said we could be refunded but he rudely and disrespectfully inturupted me before I could even finish my sentence and said he couldn't help me because the rain check was worth 40 dollars. After he rudely interjected before I could speak I asked the rude specimen if we could get a refund for the food and asked him why he didn't allow me to even finish speaking. He rolled his eyes and said no. I have never had such a gross experience at a movie theater in my life. Don't waste your money here. He is bragging about 40 dollar tickets when the tickets and the food and the gas to even travel to this the place after passing multiple theaters was way more expensive than 40 damn dollars. I came here because I thought it would be like the regal cinema I came to before a Renovation. I was wrong. Hopefully when you come to this movie theater the lights don't shut off while your there TWICE and hopefully they let you finish your sentence when you want to ask a question. The ladies at the front were nice. Just not whoever that bald guy was who was probably the manager or something. He had the worst attitude as soon as I wanted to say anything and I literally couldn't speak without him intrupting me with a gross attitude. He acts like he wasted HIS money when in fact I wasted mine. I was so nice about the entire situation until this rude manager...