Business Profile

Theatre

AMC Entertainment Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for AMC Entertainment Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

101 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/31/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This was my families second time visiting the *** 12 , and the second time around was much worse than the first . I am all for affirmative action and *** however if we are expected to treat each other equally then I will say the handicap employee at this location has a very bad disposition towards those of color I didn't appreciate the accusatory comment of my ticket not being "valid" to add injury the manager was passive aggressive the theatre was poorly maintained and the bartender spent more time bigging herself up as making the best drinks the drink was poor and lacking. This place needs to take advice from surrounding theaters with regard to running operations no employee should ever be trained to argue to a paying customer I HAD PAID for my drink plus tipped
Business Response
Date: 01/01/2024
We have reached out to the guest directly by email to look into this further and assist.
Initial Complaint
Date:12/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 3 tickets for $54 ticket number ********** and my screen was blacking out and freezing I went to see Wonka and it was a terrible experience. Ruined my 7 year old nieces experience with ***** Wonka at the ******** location
Business Response
Date: 12/21/2023
Hi there,
We do not currently have any reports of any malfunctions for that showtime. However, we have reached out to the guest via Incident # ******-000076 to assist them with their concerns and experience!
Initial Complaint
Date:12/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apparently, I made two transactions and purchased two sets of tickets to see the movie After Death at **************************** on 11/10/23. My order #s: ********* and *********. During my purchase online when purchasing 2 seats, E3 and E4, the *** website said there was an error during my purchase and redirected me to try again. The website kicked me out and I had to go back on. It happens so I went on the website again. There was no indication that I had purchased these seats! Nor did it seem odd that I had to pick new seats since in the past, seats were often picked by others while trying to complete a transaction. Not unusual, the *** website is difficult to deal with all the time. I then completed the transaction choosing seats E7 and E8. I used those seats to see the movie.When reviewing my credit card statement, I noticed a duplicate charge and I disputed one charge. I learned today that *** has said this is a legitimate charge as I authorized both as per their terms and conditions. This is very frustrating. IF I decide to go to *** in the future, I will wait to buy my tickets at the theater. In good faith, I relied upon ***s website to do its job. It failed miserably. While I enjoy ******************** in the theater, I am able to watch any movie on a streaming service therefore I dont NEED to give *** my business! If this remains that I unintentionally bought 4 tickets instead of 2 and it was user error, I definitely will avoid *** from now on. Do better ***! Glad you made money on me. Fix your website! Im sure Im not the only one that has been scammed!
Business Response
Date: 12/12/2023
I'm sorry to hear about the trouble with your purchase. The duplicate order has been refunded. You should see this refund within five business days. If you run into any issues in the future, please feel free to reach out to our guest services team at amctheatres.com/contact. We are happy to assist.
Customer Answer
Date: 12/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:12/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For over 10 years I have had an account at *** in which I PAID for the membership when no one else would just to collect points and rewards. In 2020 they came up with a new type of membership which allows a member to watch up to 3 movies at week. I IMMEDIATELY signed in for it.. Ever since I've been a member of the A-List. Last month I spent a while without going to the movies due to my health issues. I am bipolar, have major depressive disorder and I have ADHD. Both of these make me a very forgetful person. I often forget bill dates and *** bill is one of them. The way I can remember my account needs payment is when I use it but since I went on a mental health crisis, I did not go to the movies and I was not aware of this issue. That being said, I have a medical reason why this happen. Let alone the the current economical crisis in which the entire world is at after Covid 19 That does not give AMC Theaters the right to retaliate against me for failing to pay my bill on the date they wanted me to. After the account not being paid for less than a month, and as a form of retaliation, they banned me completely from the program for the next 6 months I have been trying unsuccessfully to contact them via all the ways they had told me to do so. I went there in person and they said to either email, ******** or ******* them, which I had been doing for a week. No answer. That is a violation of the consumer protection laws. They misrepresented the program and now added a clause that was NOT when the program started that bans people having economical issues to pause their account. Which, having in mind the GLOBAL ECONOMICAL CRISIS should not even be a thing. I should be able to pause my membership and not use it if I fall into hardship WITHOUT ANY TYPE OF PENALTY OR RETALIATION from AMC Theaters and most importantly, they should be able and available to answer to consumer questions at any time.
Business Response
Date: 12/08/2023
Per *** Stubs A-List Terms and *********** "*** Stubs A-List membership tier is a continuous service membership program. A-List has an initial non-cancelable term of three (3) monthly membership periods (the "Initial Commitment"). Thereafter, your Membership continues until it is canceled by you or us. Once cancelled, an individual may not renew or create a Membership in the A-List membership tier for a period of six (6) months." This information is located at ******************************************************************************.

Guest has had three separate payments declined during calendar year 2023. Two previous times this occurred we assisted guest with reenrollment. Guest will be eligible to reenroll in A-List on 4/23/2024.
Customer Answer
Date: 12/08/2023

Complaint: 20977443

I am rejecting this response because: I in no time, cancelled my membership. *** did.

Sincerely,

**** ***********************************************
Business Response
Date: 12/16/2023
The A-List membership has been cancelled multiple times this year due to failed payments. The A-List system attempts to collect the A-List membership fee multiple times with each membership before automatically cancelling if the fee payment is unsuccessful. Our teams offered to waive the 6 month waiting period twice for the guest this year. This waiting period is stated in the A-List terms and conditions which was agreed to when enrolling in *** Stubs A-List. The 6 month waiting period is no longer able to be waived. The guest will be able to re-enroll once the 6 month waiting period has ended. I have included a direct link to the terms and conditions below, which were also previously provided.

A-List Terms and Conditions: ******************************************************************************
Initial Complaint
Date:12/05/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a *** stub reward member October 27th. The AMC theaters in my area all permanently closed by November 28th without any warning. Thats when I received and email about the last closure in my area **********, ****. The nearest theater from me is 2 1/2 hours away. I was not able to use my rewards for the *** stub. I requested a refund for my stubs reward the same day I got the email notice about the theater closure. I didnt receive a support response until December 4th. Which I was told it was too late to request a refund. I feel like this is bad business practice on ***s part.
Business Response
Date: 12/05/2023
Reviewed details provided. Guest has already been in contact with *** Theatres and received the requested refund. Incident # ******-000439 for reference. We consider this matter resolved and will not be responding further.
Initial Complaint
Date:11/28/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Accidentally purchased two tickets for the wrong date 5 days in advance and am being denied an exchange to correct this!? If no response I am just going to dispute with my credit card company that is ridiculous
Business Response
Date: 11/29/2023
Reviewed details provided. ********* Services team has already followed back up with guest for a resolution. Last message was sent to guest on 11/28/2023 at 10:56 PM CT. Still waiting for a response back from the guest.
Customer Answer
Date: 11/29/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:11/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried using three (3) gift cards on 10/9/23, but was told the cards (all which had $10 on them) were too old to be redeemed and that I would need to email the company and theyd replace the old cards with and **card.I emailed *** on 10/9/23, provided them front and back photos of the cards, my personal information, including: name, address, email and phone number.I have spoken to the representatives several (more than 6 times) and get the same response: that they are busy and it takes time. I started a chat with them online via ******** and was told Id have the **card by 11/20/23; however, that date has come and gone and I have not received it. When I continue my request via ********, they now tell me it is being processed and they can not give me a date.Reading other complaints, this seems like a pattern on ***s part; almost, like a Scam.Any help would be appreciated.I can send my entire chat if that helps.
Business Response
Date: 11/29/2023
We have heard back from our Gift Card team and they have informed us that the replacements were logged on 11/27/2023. The guest should receive these replacements within a few days if they have not already. The guest may need to check their spam, junk, and promotional folders as our emails sometimes get filtered incorrectly. My apologies for the delay in receiving the replacements.
Initial Complaint
Date:11/14/2023
Type:Delivery Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two *** Gold Experience tickets which are no longer accepted. *** has a program where you can email in photos of your tickets, and they will provide you with a digital e-ticket replacement. I initially emailed *** in July 2023 with my information and photos of my Gold Experience tickets in order to receive replacements. I received a reply that I would receive the replacements in 6-8 weeks. I have followed up several times and still have NOT received the ticket replacements.
Business Response
Date: 11/15/2023
Reviewed details provided. Guest has been contacted by ********* Services team for assistance. Incident 231115-000053 for reference, if needed.
Customer Answer
Date: 11/15/2023

Complaint: 20872468

I am rejecting this response because: I double checked my email inbox and spam folder for an email from *** with the tickets but I have not received an email.

Sincerely,

*****
Business Response
Date: 11/15/2023
***** has been contacted via email and was advised to double check their junk/spam folders. ***** has not replied back to our email to receive any further assistance. Please follow up on the email, so that ***** Services team can assist further.
Customer Answer
Date: 11/16/2023

Complaint: 20872468

I am rejecting this response because: I double-checked my email and spam folder and do not have an email from *** with the ticket replacements.

Sincerely,

*****
Business Response
Date: 11/17/2023
I'm sorry for any inconvenience.These have been reissued and should be re-emailed by today. Would you mind doing a wide search in your inbox and spam folder for an email from ******************************************* The subject of the email should be "Vouchers Enclosed: It's Movie Time!"
Customer Answer
Date: 11/17/2023

Complaint: 20872468

I am rejecting this response because:
I have done a wide email search and checked my spam folder, but I have not received the tickets. Please ensure you are emailing the correct email address.

Sincerely,

*****
Initial Complaint
Date:10/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When Eras Movie went on sale, I bought IMAX seats. When I got there yesterday I was in a regular theater. Others had the same issue. I talked to others in ******* where *** false advertised imax seats. I went to manager. He agreed, apologized and tried to refund me. After movie I followed up with **********. He said call customer service, they will refund me. That team refused to refund me. Told me they spoke to manager and he told them we made the error. SO I and some stranger both made the same lie up?? I feel totally scammed. I could of seen it in a regular theater 4 min away rather than driving 20 minutes for old seats. My home theater has recliner seats.
Business Response
Date: 10/28/2023
We have reached out to the guest and to the theatre to look into this further for them. The guest has purchased tickets online using ****** Pay which is not able to be refunded at the theatre. The order would only be able to be refunded online due to ****** Pay being used. We will follow up with the theatre and guest to resolve.
Customer Answer
Date: 10/28/2023

Complaint: 20795105

I am rejecting this response because: I'm not crazy. This is happening all over. You moved people. Or it was a glitch. But it happened. There was another person in my theater who said the same thing. So it's not a coincidence two strangers bought imax seats according to your website

Sincerely,

***************************
Business Response
Date: 10/28/2023
Our theatre team confirmed that this showtime was not swapped from an **** auditorium to a regular auditorium. Reviewing the order, we also confirmed that the order was not charged the **** ticket price that would have been charged had it been originally scheduled for an **** showing. Our team at the theatre offered 2 guest passes during the visit as a one-time courtesy, but this offer was declined.
Initial Complaint
Date:10/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/22/2023 at 8:52pm I went to the movies with my family to the *** theater (Regal Cinemas) located on *****************************************************************. The fee established to pay for parking is at $4. I received a letter with a charge for parking for $160 dollars and when I tried to pay in the webpage the amount now is $240. And it states only refer to the collections department without any information whatsoever. At the theater or parking lot there was no one to pay the $4 dollar fee, there were no machines to pay the ticket and now Im dealing with a bill from $ 4 dollars to $240 from a collections department that has access to my plate and home information. This is a total scam and fraud. Im more than willing to pay the fee of $4 dollars established by law and Im requesting an investigation due to the fact that Im not the only affected family.
Business Response
Date: 10/24/2023
This address appears to be another theatre company that is in no way associated with *** Theatres. Sorry for any confusion!

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AMC Entertainment Inc. is NOT a BBB Accredited Business.