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:06/07/2023
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.
Upon checking bank statements, I found that I have been billed for 2 memberships over the last 12 months.After reaching out to *** via ******** (took 24 hours for response), rep was able to confirm the accounts and movie history with limited verification (emails only) but became adamant that the funds could not be refunded per policy.Rep then offered to cancel the memberships but only after verifying *************** information I do not have. I asked to speak with a supervisor and was informed that the corporate chat does not escalate further.Concerning that any company would share consumer purchase information and security seems only important when stopping the generation of revenue.I am now looking to discuss the situation with a supervisor and get this resolved (accounts cancelled and funds returned as they should have been cancelled in May 2022)
Business Response
Date: 06/07/2023
Security information to verify an account, such as date of birth, preferred theatre, or other information, may be required to assist with certain aspects of a membership. Per the *** Stubs A-List terms and conditions, a membership will continue unless it is cancelled by the member or by *** Theatres. There is no partial refund if a member cancels during a membership period. More information can be found at ******************************************************************************. While these fees are non-refundable, we can confirm that the memberships are pending cancellation should not be charged again.
Initial Complaint
Date:05/25/2023
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.
Hello, me and my brother went to the show to see a movie at *** Theatres on Tuesday 23,2023 to see Fast X it started at 4:15pm the movie let out at 7:00pm decided to get in line to get a drink and popcorn at concessions and we was just minding are own business and talking when this guy at ticket booth told us to move on other side of the line. but didn't say nothing to no one else and so I just stayed in the line. brother went to stand by door waiting on me til I was done and he was being harassed by the guy from ticket booth telling my brother he can't stand by the exit but I found out after I was at the register getting ready to pay for my drink and popcorn and I called my brother over to me to help pay as I was short on money and and I turned around to see these to big security guards and I asked what was the problem and *** told me that manager said we had to leave so I said ok and but we did nothing wrong and was just waiting to pay for my items but then when I went to do just that the Manager came by the register and grab my drink cup throw it off the counter and took popcorn away he said in his rude attitude tone to one of the concession worker cancel his order he won't be getting nothing and just left after I had already paid I uploaded a receipt for the time stamp didn't get a name as he had no badge on
Business Response
Date: 05/25/2023
***** has been contacted by *** Theatres ***** Services team, Incident # ******-000277.
Customer Answer
Date: 05/25/2023

Complaint: 20103676

I am rejecting this response because:
I never got contacted by the business but my phone is off along with the ringer
Sincerely,

Al Bowre
Business Response
Date: 06/02/2023
Guest's order was refunded, and points added to his *** Stubs account for any inconvenience caused.
Initial Complaint
Date:05/13/2023
Type:Product 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 visited the *** ***** *********** 17 theatre on 5/13/23. My husband and I purchased 2 tickets for guardians of the galaxy 3:30 pm showtime and we had seats K6& K7 however when we went to our seats there were two teenagers or young adults in our seats seemingly doing something inappropriate as when the boy stood up he was adjusting his pants and not to mention the girl was sitting on top of him. This is the second time that something inappropriate has happened while at this theatre. I asked for a manager however a supervisor assisted me and when I asked him if they have cameras in The theatre he said that they do not. The first time my husband and I were given free movie passes and I let it slide however this is seeming too common and its getting ridiculous. There needs to be some order in their theatres especially at their prices. I am very upset, I asked for a refund of our tickets and I will never go back. However this needs to be rectified as I feel absolutely violated. I am considering legal action!
Business Response
Date: 05/13/2023
We have reached out to the guest directly by email to look into this further and assist them.
Customer Answer
Date: 05/19/2023

Complaint: 20055610

I am rejecting this response because: I was not properly assisted by the person who reached out. There is no resolve for my issue.

Sincerely,

*****************************
Initial Complaint
Date:05/01/2023
Type:Customer Service 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.
Hi, I was notified by *** that on May 1st, 2023, the terms for their rewards will be changing. I emailed their customer service to ask exactly when the *********************** will expire. I was given false information.The message I got was the following."Hello T. Thanks for reaching out about *** Stubs. These points will expire on 5/1/23. I'd suggest converting your points into a reward. Once converted to a reward, the reward will expire after 90 days. Please let me know if I can assist further. Thank you, June"I then followed the instructions they told me and redeemed all the rewards as they told me if I didn't, they would expire 5/1/23. I then responded by asking them further about the remaining points after I had followed their instructions and was told the following."I'm sorry for the confusion. The Points expiration would only have taken effect if there was no account activity within 2 years of the last transaction. It looks like your last purchase was on 1/16/2022. Once May 1st hits, the change becomes that you need to keep your account active by making a purchase within 12 months of each other. This resets the timing on your Points expiring on May 1, so you will need to make a qualifying purchase by May 1, **** for the remaining Points to not expire and the account to remain active."So they admit they were completely wrong because the points don't expire 5/1/23. They expire 5/1/24. They told me they expire 5/1/23 at first and clearly told me to redeem the rewards before they expire.This is not my fault or problem. I contacted specifically to ask about the expiration and they gave me wrong information. This is not my problem. *** needs to take responsibility for the clearly false information. I want the ****** points returned.
Business Response
Date: 05/02/2023
Effective 5.1.23 All rewards activated on or after 5.1.23 will be valid for 90 days after activation. Bonus Bucks will continue to have their own expiration date based on promotional offer terms.
Details are available on this at: ********************************************************************************************************************************************;
Details are also available in the *** Stubs terms at: ******************************************************************************;
Initial Complaint
Date:04/21/2023
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.
On Sunday, April 16th, I attempted to purchase movie tickets using the *** Theatres mobile app. Two attempts were made using the purchase option of paying with cryptocurrency (*** API integration with Bitpay app). Both times an error message appeared on the *** application however, the payment went through and the funds extracted from my crypto wallet. I ultimately redid the purchase of the tickets using my credit card. I tried reaching out to *** Support and after several emails, they are not willing to resolve the issue. They are pushing me to a third party company to address when the issue was caused by ***'s app, not Bitpay. I find it unprofessional that a company is redirecting a customer to another company to address an issue that started with them. Attached documents showcases both transactions that were deducted from my account, the error message that arose on the *** app that shows the order did not fulfil (despite the charges being taken), and the email correspondence with ***. I expect the charges to be returned back to my account considering no services were rendered for them. The reason I am adamant that *** must resolve this issue is because this same situation occurred around this same time last year in which after additional struggle, *** finally reimbursed me. It is clear that there are technological issues with ***'s app when trying to purchase tickets using cryptocurrencies. Rest assured, I will never pay for tickets with *** ever again using crypto; I just want what's owed back to me. I will need two refunds for the failed transactions that did withdrawal funds from my crypto wallet:Amounts: $33.87 $33.88 Total amount expected back $67.75
Business Response
Date: 04/22/2023
Hello,
When this guest reached out we informed them that these payments did not process on ***** end. Unfortunately, we do not have access to bitpay's systems. The guest will need to reach out to them for a refund. We are unable to do anything further on our end, as there is nothing to refund on our end. Thank you.
Initial Complaint
Date:04/20/2023
Type:Customer Service 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 watched a show at this theatre there was an issue in the movie with children throwing candy and drinks at me and my family I tried to speak with the manager they told me to throw candy back so I left and tried to contact *** the only was I found to contact was through ******** well their customer service was rude and all they told me was they cant help me my son was upset about leaving the show all I ask for was replacement tickets to come back and watch the movie again
Business Response
Date: 04/20/2023
We apologize for any disruptions that occurred during your visit. The theatre team confirmed a refund was not provided during the visit due to not having all ticket stubs available. An alternative of replacement passes, and concession vouchers were offered and accepted on a following date.
Customer Answer
Date: 04/20/2023

Complaint: 19959404

I am rejecting this response because:
they say they gave me passes but they must be referring to someone else backseats as of yet I have received nothing

Sincerely,

***********************
Business Response
Date: 04/20/2023
After further review, *** Theatres will reissue 6 guest passes, 3 popcorn vouchers, and 3 drink vouchers to the email provided in this complaint. They should arrive within 3 business days and may appear in your spam/promotional inboxes.
Initial Complaint
Date:04/15/2023
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.
I have yet to receive my refund from this company. And they make obtaining a refund harder so they don't have to give it back to the customer. I know it isn't a lot of money but it's just the principle and they are not acting on good faith. Order Number: ********* Original Order Date: 03/25/2023 Refund Date: 03/25/2023 Confirmation #: ********** Refund Date: 03/25/2023 *****************: Chapter 4 *****************: Chapter 403/25/2023 10:45 PM *********************** Refunded Tickets: 1 Adult; $15.99 Refund Summary Reason for Refund: SelfServiceRefund Refund Ticket Amount: $15.99 Refund Order Tax Total: $1.32 Total Amount Refunded: $17.31 Refund Details $17.31 refunded to MasterCard ending in
Business Response
Date: 04/15/2023
I'm sorry for the confusion. I can confirm your tickets were refunded. Since your tickets were refunded the same day that they were purchased, the original charge was voided. Rather than seeing the original charge and a subsequent refund, the only charge you should see on your account would be for any non-refundable convenience fees paid.
Customer Answer
Date: 04/15/2023

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:03/28/2023
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.
On March 26, 2023 I attended the movie theater to see ***************** 4. The movie was good. Well from what I could hear and pay attention to. This whole visit to *** was very inconvenient and unpleasant. The smell in the seats were horrible. It smelled of old dish towels and was nauseating to smell while trying to enjoy the movie. Second, the guests next to me were so obnoxious and loud. I called an employee to let them know and a manager was called, but the talking and loud remarks did not cease. I would like a refund for the tickets I purchased because I am highly unsatisfied.
Business Response
Date: 03/29/2023
Reached out to guest via email to apologize for poor experience and provide passes to come back to watch another movie on **.
Initial Complaint
Date:03/14/2023
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.
Re-registered for ** *** Stubs benefits. $5.00 Tuesdays. Ordered a ticket, the price was over *****. app said that the price wouldbe ajusted at purchase check out. Entered payment, and price never was adjusted. Went online, and requested a refund. Ok, approx. 7 days wait. Also, convenience fee is not refundable.. so for all of this trouble, i get penalized $2.49 I never intended to pay more than $5 for my special program on Tuesday. And now ** am very disappointed with the app and the Convenience fee to not be refunded also.
Business Response
Date: 03/15/2023
Hello,
I apologize for any confusion. Your ticket was part of the Discount Tuesday promotion. However, Premium Formats have a surcharge. Your ticket was for a Dolby showing. For more information, please visit our website at ************************************************************. Unfortunately, we are unable to provide refunds for online ticketing fees.
Thank you.
Initial Complaint
Date:03/07/2023
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.
Hello, my order number is ********** and Im requesting a refund because the experience was bad. A bunch of kids were playing music, sitting in other peoples seats, the movie screen was flickering and I couldnt watch the movie. Also the seats were damaged.
Business Response
Date: 03/07/2023
Hello,
This request was sent to our ***** Services team on 3/5/23. This was denied due to our team providing a previous one-time exception. The pictures provided for the seats also matched a complaint sent in February. If the guest has any trouble in the future, they will need to ask a member of the theatre staff to speak to a manager, who will be happy to assist them.
Thank you.
Customer Answer
Date: 03/08/2023

Complaint: 19552056

I am rejecting this response because:

Sincerely,

****************************
Business Response
Date: 03/08/2023
Guest provided no reason for rejecting response. Guest had similar complaints a month apart and provided duplicate images for both complaints. ***** advised to speak directly to management at theatre for immediate resolution in the future. No compensation is being provided.
Customer Answer
Date: 03/08/2023

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,

Nuwriy **********

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AMC Entertainment Inc. is NOT a BBB Accredited Business.