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Business Profile

Theatre

AMC Entertainment Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

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

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AMC Entertainment Inc. has 22 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Order #***** Jun 3 2023 Paid $109.92 Original Tracking #: ********************** This order was never received. I reached out to this company asking what was going on and was told shipment was lost and items will be reshipped, this was on July 27th.No additional tracking info was ever provided and the product never showed up. On Aug 11th I reached out again saying I was sick of this and wanted a refund. On Aug 15 I was met with a response stating that they have a no refunds, all sales are final policy and they cannot refund me but will be sure to reship the items AGAIN. I responded by telling them that really isnt ideal as i am moving but if they need to they can send it to my new address but i never got a response back. I have since moved and still received no additional contact, tracking info, or product so on Aug 20 I reach out again stating I am convinced I will not ever be receiving this product as they likely oversold their stock and do not have more. I asked yet again for my money back as they have failed to hold up their end of the transaction which is a legally binding agreement that they receive my money and i receive my product. They have failed to deliver on this contract under the guise of lost packages and no refund policies.

      Business Response

      Date: 08/24/2023

      *** Theatres Movie Merchandise sales and support are handled by a third party company. While we are not able to review these orders or the support already received with their team, we have reached out via *** Theatres' ************* email to gather some information and review the concern with the right internal teams. This email should arrive soon if it has not already.

    • Initial Complaint

      Date:08/20/2023

      Type:Product Issues
      Status:
      Resolved
      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 6 *** Gold Tickets that are no longer accepted by AMC Theaters as of 7/1/18; however, per their website (******************************************************************************************************************************************), Gold and Silver tickets will be replaced by *** if you follow the instructions listed on the website.On 6/5/23, I emailed *** at the requested address and provided all the information required to initiate the exchange of the 6 tickets. I received an automated email response requesting the required information (that I had already provided), to which I responded again with the requested information. Per their automated email, replacements are typically sent within 6 weeks. After not hearing from *** for 7 weeks, I sent a follow-up to my request, to which I did not receive a response. After 10 weeks from my original request, I sent a follow-up, to which I have not received a response. It has now been over 11 weeks from my original request, and I have not received acknowledgement of my request, let alone the replacements.I am filing a complaint with the BBB due to the lack of response and promised replacement from ***, after having provided the requested information. According to ********** law (where I reside), gift certificate/card issuers must accept the gift certificates they issue. *** will not accept my Gold certificates nor will not respond to me my request to replace them with the certificates that they do accept (which *** states that they will do). Please help.

      Business Response

      Date: 08/21/2023

      We are reaching out to the guest directly by email regarding their request.  Unfortunately, there is currently a delay in receiving the replacements for these *** Gold and Silver Tickets.  Replacement requests for these vouchers will typically be received within ***** weeks currently.

      Customer Answer

      Date: 08/27/2023

       
      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 ***** weeks (originally stated 6 weeks).  I sent 4 emails, including the original request, which *** never responded to.  Only after filing a complaint with the BBB did *** respond, with the revised ***** week estimate.  Tomorrow will be 12 weeks since the initial request, and I have not received the replacements.  The goal posts continue to move.  I don't understand it takes 4+ months to process electronic replacements - that should take 5 minutes after verification.  



      Sincerely,

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

      Business Response

      Date: 09/06/2023

      Reviewed details provided. Guest has been contacted by ********* Services team for follow up on replacement request. Incident 230905-000920 for reference, if needed.

      Customer Answer

      Date: 09/11/2023

       
      Better Business Bureau:

      The business has now fulfilled their commitment.

      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:08/15/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      *** Theatre failed to provide a cinematic experience for *********** by notifying its customer about the typical preview that it planned to skip. We had been watching movies in *** facilities and for years we always had to watch preview for 15 to 30 minutes. This movies during to family issues we had to skip the preview but out of the blue *** decided to not play preview for ***********. There were a good number of us who missed ************************************************************************************************** a life time event for movie lovers. TICKET CONFIRMATION #: ********** amount $54.57 for the tickets

      Business Response

      Date: 08/15/2023

      Reviewed details provided. The showtime noted started at the time advertised by *** Theatres. The length and number of trailers played on a movie is impacted by several factors, most notably the releasing studio. For this title the releasing studio and partners noted the lack of trailer in several official sites. Most notably IMAX at: ********************************************************;*These special presentations of *********** in IMAX 70mm will not feature trailers. The film presentation will begin promptly at published showtime.

       

       

       

      Customer Answer

      Date: 08/16/2023

       
      Complaint: 20469161

      I am rejecting this response because this is unacceptable and disrespect to the customer by giving such a generic answer and called the movie a special feature. you can also say it's a special feature and play an hour worth of preview. 

      your job is to provide experience to the customer , not to destroy it. what I didn't get is the experience that I paid for. 

      so disappointed in **** either way I will cancel the payment with my credit card company and you can *** me for the money  

      Sincerely,

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

      Business Response

      Date: 08/16/2023

      Unfortunately, the length and number of trailers is determined by many factors, but is heavily impacted by the film studio. This title started at the provided showtime. Worth noting, this trailer information was listed on *************** and partner websites, including on IMAX's website at **************************************************.

      Customer Answer

      Date: 08/18/2023

       
      Complaint: 20469161

      I am rejecting this response because:

      Throwing me the info from imax or the movie maker does not relief AMCs responsible as the publishing party for the content. 

      yes this is an unfortunate event that I will not accept. 

      this movie will now be a zero star because of **** shame shame shame.


      Sincerely,

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

    • Initial Complaint

      Date:08/13/2023

      Type:Product Issues
      Status:
      Answered
      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.
      *** BBB;My name is *********************** and my email is ******************* My order number is: *********. I booked two tickets on August 6,2023 to see Talk to Me. When I arrived the theater ac was not working, the theater was super dirty and the recliners did not work. I needed up leaving this is the worst experience ever and Ive been *** member for years! When I asked for a manager to get my refund they told me the manager was busy. At this point Im writing to get a full refund. I did not stay to watch the movie. I would accept the refund in the form of a gift card to my *** account. Also something needs to be done for the inconvenience that this has caused. Im a loyal member for years!!!

      Business Response

      Date: 08/13/2023

      Reviewed details provided by the guest. Guest also reached out to *** Theatres from our contact us site at: **************************************************. Guest expressed the same details and was assisted through Incident # ******-001066.  

      Customer Answer

      Date: 08/13/2023

       
      Complaint: 20462447

      I am rejecting this response because: I have responded and no help/response was given  


      Sincerely,

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

      Business Response

      Date: 08/22/2023

      Reviewed details provided by the guest. Guest also reached out to *** Theatres from our contact us site at: **************************************************. Guest expressed the same details and was assisted through Incident # ******-001066.  

      Compensation was given to guest on 8/13/23 for visit. 

    • Initial Complaint

      Date:08/10/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Is there anyway to fix the overcharge on the Tuesday ticket for my girlfriend and I since the app was down today, and the theater was unable to fix the ticket price or add the points to my account for the movie tickets to ****** and snacks. Can you adjust my account to compensate for the two tickets that were supposed to be $7 a piece yesterday? Also, can you add the points for the tickets and snacks? I am sending the receipts.

      Business Response

      Date: 08/10/2023

      This guest has been contacted by email via Incident # ******-000239. We will review the receipts, ensure that they have an active *** Stubs account, and address the price difference once we can confirm those details. 

      Customer Answer

      Date: 08/11/2023

       
      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:08/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 3, 2023, I purchased 2 tickets at ********************** to watch Insidious: Red Door. Upon arrival in the theater, two people were sitting in my reserved seats who weren't even supposed to be in there. That was the first strike. Once I sat down, there was a party of about 5 next to me and they were extremely obnoxious and loud during the whole movie. Giggly the whole time during a scary movie. I went to the front and told an associate; they said they would send someone in. Someone indeed did come into the theater but did not address the party so they continued to talk. I had to get up once again during the movie to get an associate to stop the talking, missing parts of the movie again. The associate came and asked them to be quiet and the talking and giggling ceased, but at this point, the movie was almost over. This is the second time this has happened to where I can't peacefully enjoy a movie I paid my hard earned money to watch. This is really unacceptable and there should be stricter regulations around disturbances during movies. I am highly dissatisfied with both of my previous visits to ****

      Business Response

      Date: 08/10/2023

      Hi there,

      We have reached out to the guest via email on Incident # ******-000708 to address the concerns with their visit. 

    • Initial Complaint

      Date:08/09/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Asked for the voucher replacement since July 27 as I couldn't go to the theatre due to health reasons and it still hasn't been resolved with multiple follow **** Incident # ******-001407 Don't ever use *** movie voucher or gift card. If I had used my credit card I would've been able to dispute through my cc company. *** customer service is a mess.

      Business Response

      Date: 08/09/2023

      Reviewed details provided. Guest has been contacted by ********* Services team to receive voucher replacement. Incident 230727-001407 for reference, if needed.

    • Initial Complaint

      Date:08/08/2023

      Type:Billing Issues
      Status:
      Resolved
      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 August 1st I received a charge of $15 on my debit card which was strange because I had not gone to *** recently. It turns out I was charged a $15 membership fee on the card that is saved to my *** account although I have Stubs Insider membership. Insider membership is supposed to be free. If you look at my account, I have been a Stubs Insider member since April and that membership is supposed to be free of charge. There is no customer service number therefore I sent a message on the website. However, I kept receiving emails from *** asking me to respond if I still needed help and have responded. My issue is still not resolved. How can I get a refund?The Incident # is 230731-001621 *** Stubs Insider Member # ****************

      Business Response

      Date: 08/09/2023

      Reviewed details provided. Guest has been contacted by ********* Services team for assistance. Incident 230731-001621 for reference, if needed.

      Customer Answer

      Date: 08/10/2023

       
      Complaint: 20441913

      I am rejecting this response because:
      I have not yet received a refund. 
      Sincerely,

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

      Business Response

      Date: 08/10/2023

      The guest did reach back out as of 08/09/2023, we did respond on that same incident (Incident # ******-001621) on 08/10/2023 and are currently awaiting a response. 

      Customer Answer

      Date: 08/10/2023

       
      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:08/07/2023

      Type:Product Issues
      Status:
      Resolved
      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 four *** Loews tickets for showing on April 1, 2023. I canceled within the policy guidelines to qualify for replacement vouchers since I used vouchers I prepaid towards the purchase. I completed the online form on their website requesting replacement vouchers. I only received an automated email stating to reply to the email if my issue was not resolved. So I did that as well. Several times. No actual reaching out by an *** team member or steps towards acknowledging my request or processing it. I am still waiting for four replacement vouchers for order number #********* placed on April 1 2023,

      Business Response

      Date: 08/08/2023

      Reviewed details provided. Four replacement ticket vouchers issued to *****'s email address. Please allow up to three business days for processing. Additionally, please double check spam/promotional filters within email account, as our emails are often captured there. 

      Customer Answer

      Date: 08/08/2023

       
      Complaint: 20436748

      I am rejecting this response because:

      I checked my emails thoroughly, including the spam folder and did not receive any email before or since this complaint was processed from *** with the ticket stubs. Please, I already prepaid for those tickets and I canceled within the guidelines to receive a refund. My email is ***************** Please resubmit the email with the replacement vouchers. Thank you. 



      Sincerely,

      Vi Cha

      Business Response

      Date: 08/09/2023

      Thank you for reaching back out. These passes were logged this afternoon (8/8/23) and you should see them within three days. 

      Customer Answer

      Date: 08/10/2023

       
      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. 

      Thank you very much! 

      Sincerely,

      Vi Cha

    • Initial Complaint

      Date:08/04/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order Number: ********* I didnt receive this ticket because when I went to the theaters employee t said i need to print out the tickets so they wouldnt let me in. I wasnt bow to utilize this ticket and Id like a refund to be issued

      Business Response

      Date: 08/06/2023

      We have reached out to the guest directly by email to look into this further for them.  

    AMC Entertainment Inc. is NOT a BBB Accredited Business.

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