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.

If you've experienced an issue

Submit a Complaint

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:10/18/2023
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 have attempted to cancel my *** membership 3x since March as I left the country. Their online portal shares no response to my email requests, no cancellation, and my card continues to get charged. They have no customer service team to handle this and there is no way to confirm with them that my account has been canceled or provide a refund. This is negligent and unacceptable.
Business Response
Date: 10/18/2023
Reached out via social media recently and has been contacted by our ************* team. We will continue assisting there. Not seeing any previous contact attempts through email or social media, so sorry about that!
Initial Complaint
Date:10/14/2023
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 paid to watch *********************** THE **** TOUR at ****** (*************************************************************** *****). I did not receive the full value for the amount I paid. There was no low end audio present in *******************) #7. *** claims, "Feel a deeper connection to the stories you love with sound that moves all around you with breathtaking realism. Whether it's intimate dialogue or a complex soundscape, every detail comes alive in rich clarity and depth, so you won't miss a thing" (******************************************************). I notified the General Manager on duty Mr. ***** Who stated he will fix the issue. Mr. **** appeared to know exactly how to fix the audio and walked away from me. I returned to my seat.The audio was never corrected. I was at the front of the theater while the house lights came on and I could see in plain view that the subwoofers were broken beyond repair. I feel it is my right as a patron to document and report any issues that detract from my moviegoing experience. Instead of resolving the situation, Mr. **** was only annoyed that I presented photographic evidence and said there would be no reparations implying it was because I took the photo. There is no reasonable exception of privacy to a speaker sitting behind a short curtain. In my training and experience, I know that subwoofer cabinets will still work as long as power is supplied otherwise there would be an annoying buzz from the sound of the broken speaker cone. This leads me to believe that Mr. **** willfulling and knowingly turned the amplifier off and decided to not repair the subwoofers to save money. Mr. ****** anger towards me was a result of being caught otherwise he would have taken an extreme interest in learning that his audio system was broken. However he was fully aware and I was merely the first patron to bring it to his attention. It should be noted that his staff members belittled my comments AND THE ***** of the missing audio. Stated they never noticed anything wrong with the audio.
Business Response
Date: 10/14/2023
We were able to reach out to this guest through ******** in response to their message to us (contact #********). They are being given a refund and their concerns are being escalated for the correct teams to review.
Customer Answer
Date: 10/16/2023

Complaint: 20734822
I am rejecting this response because:

I attended the movie screening, expecting the usual Dolby Audio experience that your theater is renowned for. Unfortunately, the audio quality was not up to the ***** When I brought this to the attention of your employees, I felt that my concerns were not handled with professionalism and courtesy. I was disheartened by the lack of acknowledgement of the issue and the extensive time my wife and I had to spend after the movie to plead our case. A simple refund and apology at the time of the problem would have sufficed, instead, we were met with resistance.

In light of this, I kindly request that Auditorium #7 be closed for necessary repairs to ensure that future patrons do not encounter the same issue. I believe that this would be in line with the high standards that your theater is known for. Additionally, I would greatly appreciate if my wife and I could be compensated with complimentary movie tickets for the inconvenience we experienced.

I am confident that you will address this issue promptly and ensure that the renowned reputation of your theater remains untarnished. I look forward to many more memorable movie experiences at your theater.

Sincerely,

***********************
Business Response
Date: 10/16/2023
A full refund has been issued for this experience. We have also reached out to the appropriate teams to investigate the speakers further and address any issues that this auditorium may be experiencing. Unfortunately, we are unable to provide additional compensation on top of the full refund that was issued for this order.
Initial Complaint
Date:10/02/2023
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.
On Aug 1st, 2023, I sent an email to ***************************************** about nine (9) tickets that I never used, the email has the ticket numbers and images of the front and back of the tickets. Up till now, I have not received any reply from them. I kept emailing them several time to follow up with the issues but always got reply like this:Thank you for contacting *** regarding Gold/Silver Tickets. Please provide the following information: Full name and mailing address Images of the front and backs of the tickets The numbers from the back of the tickets Are you an *** Stubs member?Please let us know if you require physical tickets. Unless physical tickets are specifically requested, replacement tickets will be provided via email. Requests involving more than 10 tickets will automatically be replaced with physical tickets.Replacements are typically sent within six weeks. Physical replacements may take additional time to process.Thank you for your patience!It said "within six weeks" (I only want etickets) but now it's passed 2 months and I have not heard anything from the *** . Please help! Thank you
Business Response
Date: 10/03/2023
Additional information on Gold and Silver Experience Tickets is available at: ******************************************************************************************************************************************. Once the replacement email, *****************************************, is contacted and all requested details provided, replacement ticket vouchers are sent out. Requests are processed in the order received and typically completed within six weeks. However, depending on business levels and the number of requests being received, this estimated replacement time may be extended.
Customer Answer
Date: 10/03/2023

Complaint: 20686511

I am rejecting this response because:
Complaint: 20498377

I am rejecting this response because:
Per the latest response from *** there is currently a delay in processing the certificates, which now take over 8 weeks (originally stated within 6 weeks). I sent 3 more emails, including the original request, and have provided again all the info that they needed to process the replacement of the purchased tickets,. However *** never responded to. Only after filing a complaint with the BBB did the *** responded thru this channel, which is I think being responded by the computer automated. Tomorrow will be 9 weeks since the initial request, and I have not received the replacements. I am not the first person to complaint about this matter and *** is a giant corporation with reputation but can't have employees performed their job properly. Bottom line is I'd like ACM resolve this matter now and respond by a "real person" not by the computer. I don't want to go thru social media channel for this matter. So for good business practice, ***, please have my tickets replace as my request. Thank you

Sincerely,

*********************
Business Response
Date: 10/10/2023
So sorry to hear these have still not arrived! We have just reached out to the email address provided via our ************* email. This should arrive soon if it has not already. We would like to look into this further and assist. If needed, the incident number for the contact from our team is 231010-000666.
Customer Answer
Date: 10/13/2023

Complaint: 20686511

I am rejecting this response because:
All the *** reply is below:
"*** Theatres Guest Support Response (Incident # 231010-000666)
Response By Email (*******) (10/10/2023 07:18 PM)
Hi ******,
I am emailing from *** Theatres' ************* team. I am so sorry to hear that the voucher replacements have still not arrived! I know I would be so frustrated if I had to wait this long just for replacements to arrive. We can certainly do better.
I would like to look into this further. When you are able, please reply to this email with a screenshot of the original email you have sent to our Gold/Silver team, along with a picture of the front and back of each voucher.
Thank you!"
And per their request, I have sent everything they asked for " a screenshot of the original email you have sent to our Gold/Silver team, along with a picture of the front and back of each voucher". However, days passed and I have not get any responses from them. I am, at this moment very frustrated with this company because they did not honored what they advertised and print on the back of the tickets "NO EXPIRATION DATE EXISTS". I hope that this matter will be resolved as good business practices instead of running around with buttering answers and tried to dodge the problems.
Sincerely,

*********************
Customer Answer
Date: 10/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*********************
Business Response
Date: 10/25/2023
Reviewed details provided. Replacement vouchers were already emailed to guest on 10/24/2023. ***** Services team followed up with the guest regarding this information under report, 231010-000666.
Customer Answer
Date: 10/25/2023

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.
Also, I would like to say THANK YOU to *********************** and BBB team for working diligently In helping me in resolving with **** Thank you.

Sincerely,

*********************
Initial Complaint
Date:09/28/2023
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.
Per *** policy I sent a screenshot of two Gold *** tickets in for exchange 8 weeks ago on 03-Aug-2023. I have since sent tow follow-up emails. To date I have not received the replacements or any response other than an automated reply.I am requesting rep-lament or refund and that *** adhere to their own Terms and Conditions that apply to their gift cards, including the procedure fore replacement.
Business Response
Date: 09/28/2023
Hi there,
Our voucher team is working as fast they can to get all these requests processed in the order that they were received. There is currently an **** business week wait on replacements. I have reached out to this guest directly via Incident # ******-000354 to assist them with the status of their replacements.
Initial Complaint
Date:08/31/2023
Type:Sales and Advertising 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.
On July 17th, 2023, I sent an email to ***************************************** about two *** gold tickets that I never used, the email has the ticket numbers and images of the front and back of the tickets. Up till now, I have not received any reply from them. My email account has spam filtering disabled, so I do not think there is a chance that I missed the email if they did sent one. I would like e-ticket replacements for these tickets.
Business Response
Date: 09/03/2023
Hi there,
There is currently a 68-week delay in voucher replacements for all gold/silver experience tickets. However, I have reached out to this guest via Incident # ******-001128 to assist them with their vouchers and to find out the status of their replacements.
Customer Answer
Date: 09/03/2023

Complaint: 20550456

I am rejecting this response because I still have not received the replacement tickets, their reply is -
"There is a currently a 6-8 week delay for replacements to be sent out due to the volume that the voucher team has received. However, they are working diligently to get all of these sent out as soon as possible."
So no actual progress yet. The email reply I got when I sent my initial voucher replacement request to ***************************************** is shown below.
"Thank you for contacting *** regarding Gold/Silver Tickets. Please provide the following information:

       Full name and mailing address
       Images of the front and backs of the tickets
       The numbers from the back of the tickets
       Are you an *** Stubs member?

Please let us know if you require physical tickets. Unless physical tickets are specifically requested, replacement tickets will be provided via email. Requests involving more than 10 tickets will automatically be replaced with physical tickets.

Replacements are typically sent within six weeks. Physical replacements may take additional time to process.

Thank you for your patience!"
It said "within six weeks" (I only want etickets) , now they said 6-8 weeks after I complained to BBB, so I am not closing my complaint until I actually got the tickets.
Customer Answer
Date: 11/09/2023
Emailed *** for two gold ticket replacements in July 2023, still get no replacements from them. Followed up with them a few times, keep getting the standard 6 to 8 weeks response. Now its November, where are my tickets?
Business Response
Date: 11/09/2023
Hey there,
It appears that we have already escalated this for this guest as of 11/09/2023 at 3:07 PM via Incident # ******-000409. We are currently waiting for more information from our voucher team to find out the status of this guests replacements and informed the guest of this via the same incident above.
Customer Answer
Date: 11/14/2023

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:08/29/2023
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.
Went to this theatre with a gift card. They would not accept the gift card and said it was too old, so I would have to call *** and they would replace it. I called on July 6, 2023 and the instructions were to email **************************************** and include photos front and and back with your name and address and phone if you want a physical gift card sent. I did that on July 6 and received an automated email stating it should be received within 6 weeks. I sent a follow-up email on August 16 and received the same automated email message. I have heard nothing. The only phone number available for *** routes you to the same recorded message referring you to the website. No one is available to talk to. I want my $25 gift card replaced. They are not supposed to expire. Can you help me?
Business Response
Date: 08/30/2023
Reviewed details provided. Guest has been contacted by ********* Services team for assistance. Incident 230830-000331 for reference, if needed.
Customer Answer
Date: 09/05/2023
Hello,
Below is all I received from them and haven't heard anything else. So it is not resolved.
Joy L

Response By Email (*****) (08/30/2023 02:29 PM)
Hello Joy,

Thank you for contacting *** Theatres. Your recent report to the Better Business Bureau was forwarded to my team, *** Guest Services, for assistance. I'm very sorry for the delay in receiving your gift card replacement. I've just followed up with our gift cards team on the status of your request. Once I hear back from them, I'll follow up with you here.

Question Reference # ******-000331
Date Created: 08/30/2023 02:11 PM
Date Last Updated: 08/30/2023 02:29 PM
Business Response
Date: 09/06/2023
Reviewed details provided. Followed up with guest under 230830-000331. Appropriate teams are reviewing the request and update would be provided once information becomes available.
Customer Answer
Date: 09/12/2023
Hello,
It has been another week and AMC Theaters has not resolved the issue. They still have not replaced the gift card. When I contacted you and you contact them, all they do is respond to me that there is no update. The theatre tells you to call. There is no phone number that a person will answer. The phone refers you to online, and they do nothing. Again, this is unresolved.
*****************************
esponse By Email (*****) (09/06/2023 02:53 PM)
Hello Joy,

I apologize again for the delay in receiving you replacement. Please be assured, our gift cards team has been notified of your request. As soon as we have an update to share, we'll reach back out here. I'm sorry again for any inconvenience.
Response By Email (*****) (08/30/2023 02:29 PM)
Hello Joy,

Thank you for contacting *** Theatres. Your recent report to the Better Business Bureau was forwarded to my team, *** Guest Services, for assistance. I'm very sorry for the delay in receiving your gift card replacement. I've just followed up with our gift cards team on the status of your request. Once I hear back from them, I'll follow up with you here.

Question Reference # ******-000331
Date Created: 08/30/2023 02:11 PM
Date Last Updated: 09/06/2023 02:53 PM
Business Response
Date: 09/13/2023
Gift cards team has been notified of guest's replacement request. Once an update is provided, ********* Services team will follow up with guest under report, 230830-000331.
Customer Answer
Date: 10/06/2023

Complaint: 20532880

I am rejecting this response because:

Hello,

Unfortunately, this complaint with *** Theatres is still unresolved.
___ ___
This was their latest reponse:
(*** Theatres Guest Support Response (Incident # ******-000331)
Response By Email (*****) (09/14/2023 08:09 AM)
Thank you for bearing with us, Joy. Our team reached back out and was able to confirm the gift card replacement should arrive to your email soon. We recommend allowing up to 5 business days for this to arrive. I'm sorry again for the delay.
___ ___
However, they have sent the replacement and I have allowed ample time. I wish to re-open the complaint.

This has been ongoing for months! They would not accept the gift card because it was old. They advised me to call and I would get a replacement. There is no one to talk to, only a recording to email The emails sent only send an automated reply.

This is terrible!

I'd appreciate your help!

*****************************

Business Response
Date: 10/06/2023
Per communication with our Gift Card team, replacement gift card was emailed out on 9/14. Guest should check their junk/spam folder - as sometimes our emails are incorrectly flagged as spam. Email should be *********************************************
Customer Answer
Date: 10/06/2023

Complaint: 20532880

I am rejecting this response because I never received an email from AMC Theaters with the gift card replacement information.
I did check my junk/spam and nothing is in there either.
Please have them send you a copy of the email with the exact information (and you can forward to me) in order to resolve. It is not resolved

Sincerely,

*****************************
Initial Complaint
Date:08/28/2023
Type:Billing 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.
My account was hacked back in May, so I've contacted y'all about the issue and luckily I got my account back. The problem is most of the charges couldn't be cancelled due to a website error, so I contacted y'all about the issues and y'all told me to dispute them. Now the disputes are being reversed stating that "merchandise was delivered, or services purchased have been completed" which was a blatant lie. I didn't do any of those transactions nor used the services/merchandise. Now I'm being charged for the transactions someone else did. This is extremely upsetting. I WANT MY MONEY BACK!!!!I emailed all the documents and reports about the issues with all the unauthorized transactions, but it's ignored and I'm still charged for them.I want all those transactions refunded!! There's no reason to pay for transactions I didn't allow. I'm taking this case to my lawyer if it's not resolved.
Business Response
Date: 08/28/2023
Resolving on our side on Incident # ******-000155
Customer Answer
Date: 08/28/2023

Complaint: 20531304

I am rejecting this response because: Im not going to deal with $2,000 worth of unused tickets/transactions. I wont stop fighting this until I get my money back!!!

Sincerely,

*************************
Business Response
Date: 08/29/2023
Guest has been responded to in Conversation 230821-000155.
Customer Answer
Date: 08/29/2023

Complaint: 20531304

I am rejecting this response because:
Its not right to give a huge sum of money to a theater without anything in return. I will only accept a REFUND, I dont care what it takes. I managed to forward this issue to my attorney, which theyre assisting me with contacting FTC and CFPB about the situation.

Sincerely,

*************************
Customer Answer
Date: 08/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*************************
Initial Complaint
Date:08/28/2023
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 canceled the following reservation but didn't receive a refund. TICKET CONFIRMATION #: ********** I canceled the following reservations which used black e-tickets and need to request replacement vouchers. TICKET CONFIRMATION #: ********** Confirmation #: ********** Confirmation #: ********** Confirmation #: ********** Confirmation #: **********
Business Response
Date: 08/28/2023
Reaching out to the guest on Incident # ******-000766.

Confirmation #: ********** - Refund never requested prior to showtime. 1 Black ticket
Confirmation #: ********** - 1 Black Ticket
Confirmation #: ********** - 1 Black Ticket
Confirmation #: ********** - 1 Black Ticket
Confirmation #: ********** - 2 Black Tickets
Will provide new vouchers for orders listed.
Initial Complaint
Date:08/26/2023
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 was told by *** employee that this QR code cant be scanned so I wasnt able to watch the movie. Id like full refund to be issued to my original payment method
Business Response
Date: 09/02/2023
Hi there,
We have reached out to the guest via Incident # ******-001020 and will work to resolve this there. We have asked for more details as to why they were unable to use the order and will review for refunds/compensation once we have more information.
Initial Complaint
Date:08/25/2023
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.
*** no longer accepts gold/silver tickets and instead, "allows" for exchanges for the black and/or yellow tickets in use now. The exchange is done by emailing pictures of the gold/silver tickets to an ***-monitored email. However, this exchange is not being honored. I have reached out several times in the past three months to try and get 10 gold/silver tickets exchanged. I have reached out through the email that *** lists as well as through other social media platforms. I have not received a single email back in three months, despite *** claiming that the exchange should take no longer than 6 weeks. I have received responses on social media platforms who then ghost me without any responses.At this point, I have lost confidence in getting my tickets exchanged. A complete loss for those like me who have received gold/silver tickets in the past and only just found them again. I would not trust *** again to honor any of their agreement terms.
Business Response
Date: 09/02/2023
Hi there!

On our end, this guest appears to have received their new vouchers on 08/29/2023 and confirmed this for us via social media incident #********. I have attached a screenshot for reference.

Customer Answer
Date: 09/03/2023

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.
In particular, thank you to ******, ***********, ***** and **** *** for their support on this request.

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AMC Entertainment Inc. is NOT a BBB Accredited Business.