We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

AMC Entertainment Inc. has 22 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 102 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/21/2022

      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.
      I have gift cards with money on them that are no longer able to be redeemed online. Their website says that if your gift card begins with ****, you have to contact Gift Cards <****************************************> to get a replacement. I have emailed 4 times and called customer service and have yet to receive a response.

      Business Response

      Date: 09/29/2022

      This guest was contacted regarding this issue on 9/21 through our internal ***** Services team via email. We are assisting with the escalation in that thread. 

      Customer Answer

      Date: 09/29/2022

       
      Complaint: 18058875

      I am rejecting this response because: This issue has still not been resolved. You have said that you escalated it, but I haven't heard back. See attached for email records. 

      Sincerely,

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

      Business Response

      Date: 10/07/2022

      Per communication with guest yesterday, 10/6, she received replacement gift cards via email.  Guest confirmed receipt.

    • Initial Complaint

      Date:09/20/2022

      Type:Product Issues
      Status:
      Unanswered
      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 08/28/2022, my wife and I tried to use an *** gift card at **************************************** . I am a disabled Veteran. After waiting in line at the kiosk, the gift card would not scan. Upon talking to *** personnel, I was told to wait in line again, try to re-scan the card again. After it not working, I was then told that I could only use the gift card at home on-line. When I asked to speak with management **************** an argument ensued. I independently advocate for disabled Veterans in S. CA. I told supervision who I was and that I had lifetime memberships with the VA, FRA, VFW, and American Legion, that I would be complaining Nationally (to the BBB). ***** and ****** didnt care. I was told they could only help by giving me instructions while I tried to use my cell phone. There was no signal and so we decided to leave. I was then told by ****** that I could never come back to that *** theatre. When I tried to video ****** asking why, he would not repeat his threat. Since the incident, I have tried to call *** corporate (no answer). When I did get someone finally to answer I was hung up on. I wrote an email to *** corporate. Initially *** apologized, expressing that this was not in the interest of ***, treating customers this way. Then I was only given directions on how to use the gift card. When I asked for *** to do more. *** responded with a letter from their Vice President of Security (*****************), telling me to stop threatening *** employees or I would be banned from all AMC theaters. When I specifically asked (who and how I had threatened anyone employee-wise) *** chose not to respond. I have asked *** for further assistance within this matter daily for a week (no response). *** in their response has also chosen to try and ignore the fact that they made the disabled wait in lines (twice) for over 30mins. I want an apology and two free movie tickets, snacks from ***. This is wrong. To say customer service is poor would be a lie. There is no customer service.

    • Initial Complaint

      Date:07/22/2022

      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 Sept. 6, 2021 we bought 3 tickets to see Shang-Chi in theaters. They experienced a power outage and gave us 3 vouchers that expired June 30, 2022 to make up for it. On June 28, 2022 I tried to use the vouchers and they wouldnt work. I tried again on June 29th and June 30th thinking they might be experiencing technical issues, and again they didnt work. I reached out on June 30th with the issue since it was the last chance, and they did not respond until July 22, 2022 claiming they couldnt help because the vouchers were now expired. They gave me faulty vouchers, delayed responding, and now wont fix their issue. I would like the vouchers replaced for ones that work. We are huge movie goers and fans of **** This is very disappointing.

      Business Response

      Date: 07/23/2022

      Guest has been emailed and confirmed that the vouchers were extended to 12/31/2022 and are able to be used on or before that date. 

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Unresolved
      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 called *** multiple times to cancel our service with the first call being on 3/14/2020, but they never cancelled my membership. Due to COVID, they also automatically deactivated all memberships for a period of time and in July of 2021 they decided to start charging us again out of nowhere, despite knowing that I have asked them to cancel. I do want to mention that per their cancellation policy we can only cancel via phone so unfortunately unless we can access the phone recordings, which I would really like to get access to, they did not give us another option to cancel. I find their way of doing business fraudulent and I would like my money back. They owe me $109.75 for charging me without my permission or approval from July 2021-November 2021, so 5 months at $21.95/month Membership number#****************

      Business Response

      Date: 07/27/2022

      Reviewed the details provided by the guest. *** Stubs A-List memberships were paused for all guests during the time our theatres were closed and reactivated once all theatres were open again on 7/1/2021. Details regarding the A-List pause and reactivation were issued in several email notifications, with the most recent being sent on 6/25/21 and 7/1/21. Additionally, current updates on the closure and reopening of our theatres due to Covid-19 were available to all our guests through our website at: https://www.amctheatres.com/amc-safe-and-clean. Unfortunately, we're unable to provide refunds or compensation for prior A-List ******** or services not used. If the guest is not intending to use the account at this time and would like
      assistance cancelling it, support is available through webform or social media at: https://www.amctheatres.com/contact. Additionally, *** Stubs A-List members have the option to cancel service at anytime through our website or mobile app, by visiting the "Plan Details" section of their account and selecting the cancelation option there.  

      Customer Answer

      Date: 07/27/2022

       
      Complaint: 17589930

      I am rejecting this response because I have attempted numerous times to cancel the membership via the only option PHONE at that time, their response is misleading and does not provide accurate information, they literally dismissed all that I have provided in terms of cancellation and the fact that even now they are saying that this service is not cancelled after trying so many times is absurd and frankly sounds fraudulent. My next step is to take them to small claims court. What exactly are they waiting to cancel my service ? How many times do I have to plead to cancel my service?  I have asked and asked and asked and called and called to cancel my service the moment that COVID started which is March 2020 and now in 2022 they are saying my service is still not cancelled and pretend I never cancelled as the only option to cancel was via phone and so it was so easy for *** to deny it. I wonder if the only reason why they only allowed cancellations via phone is because they could have no trace. This the most horrible experience and they should be in a class action lawsuit. I refuse to accept this reply and I will continue to fight this

      Sincerely,

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

    • Initial Complaint

      Date:07/16/2022

      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.
      Ordered tickets for my daughter, my fianc, and myself to see the new minions movie. I used my other email ************************** if the company would like to pull up the order. I tried to get premiere for a year as *** is having a half off sale. Its ****. However the website wasnt letting me get the sale. So I ended up having to pay for the convenience fee for the tickets.Id like to either get a refund for the convenience fees so I can purchase premier with those fees, or Id like premiere added to my account without being charged.The second issue I had is I purchased a pizza, popcorn, and drink at the theater. Popcorn and drink were fine but the pizza was disgusting. None of us liked it and threw most of it in the garbage. I dont mean it didnt just taste good, it tasted like something was wrong with it.

      Business Response

      Date: 07/24/2022

      Reviewed details provided by guest. See guest is currently an *** Stubs Insider member. For *** Stubs Insiders, ticketing fees are waived on a purchase of 4 or more tickets. Details on this are available at: https://www.amctheatres.com/amcstubs. Reviewing the guests purchase history, they purchased 3 tickets on the order in question, so the fees were not waived. Unfortunately, fees are not refundable and cannot be retroactively applied towards another purchase.  

    AMC Entertainment Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.