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MGM Springfield complaints

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One MGM Way
Springfield, MA 01103 | Get Directions

(413) 273-5000

http://www.mgmspringfield.com

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Total Amount in Dispute:
$1,130.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

4 complaints against MGM Springfield closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

4 complaints against MGM Springfield

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11/20/2022

RESPONSE: Complaint was not answered Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

10/25/2022

Went to MGM and was talking to a staff member and security said I was trespassing and they deny access to me. I spend 1,0000 and more a that facility. Security acts like Police Officers, they are not. Resolution Sought Apologize for the treatment I received and a voucher to compensate the embarrassment.

2/1/2022

RESPONSE: Complaint was not answered Amount in Dispute: $50.00 Amount Settled: $0.00

Customer Complaint

1/6/2022

I received a offer of 50.00 in free slot play in the mail to get me and my wife back. When I tried to down load the $50.00 none of the machines would allow me to get the free slot play. I went to the service desk to find out why. A large black man with a bad attitude gave me a hard time, embarrass me in front of other guest, and accused me of already using the slot play. We talked to another employee who was very polite and checked he checked things out and he said I still had the slot play I never used it and he got me a new card and showed me how to get the slot play. Well after your employee accused me doing something I never did and being made to look like I was cheating and embarrassing me. My wife and I decided we will not return and we will continue to go to Foxwoods. Even though It is 120 miles round trip to Fox woods and it is only 25 miles to MGM. We will go the 120 miles. Where we will be treated with respect and not called a liar by one of your employee! Resolution Sought We do not want the business to do anything because there is nothing they can do to get us back, after the terrible way we were treated by your employee!!!

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