Business Profile

Family Entertainment

AMC Entertainment

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

308 total complaints in the last 3 years.
103 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:05/20/2024
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.
NO 1 EVER answers the phone I have cancelled this card out cut it up paid it off and they keep taking interest out of my bank acct. Last 3mos 81.00 the Card is AMC entertainment visa
Business Response
Date: 05/20/2024
We have reached out to the guest directly to assist. I have included our message to the guest below.

Hello ****,

My name is *****, and I am with the AMC Theatres Guest Services team. Our team received an email regarding some trouble that you are having with your AMC Visa card. I am sorry for any trouble with this card and would like to look into this further for you. Could you please tell me if the issue that you are experiencing has to do with the AMC Stubs points that you earn from using the card or does it have to do with transactions on the card?
Initial Complaint
Date:05/13/2024
Type:Billing 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.
Subject: I didn't get to see my movie and I would like a refund

How Can We Help?: I went to see Unsung Hero and my confirmation number was #***********
There were no signs on how to find the theater.
I asked three different people who told me it was in theater 11.
I went there and there were no previews but I thought it was because of the run down condition of the theater.
I waited for 15 minutes past the movie start time and I did not get to see the movie.
I went back to the register but the cashiers were rude to me wanting to fill orders instead of help me.
The place was very overstaffed.
I would like a full refund for the $9 I paid (with fees/taxes) to get into a movie I never saw
I tried to call there and got put in hold for a long period of time so I gave up.
I don't pay for movies I don't see.
I have never had an experience this horrible.
Business Response
Date: 05/13/2024
We have reached out to the guest directly to assist. I have included our message to the guest below.

Hello ******,

My name is *****, and I am with the AMC Theatres Guest Services team. Our team received an email regarding your recent experience at AMC Classic Mounds View 15. I am very sorry to hear that you did not get the chance to watch the film as expected. I can assure you that this is not the type of experience that we aspire to offer. Our guests should expect to view the film they have tickets for without any disruptions and with quick, friendly service. I am sorry that this experience fell short of that expectation. Please know that I have shared your experience with the appropriate teams so that we can work with the theatre to improve and provide a better experience in the future. While I am unable to refund orders that were placed through ********, I would like to send you one guest pass so that you can see another movie on us. This pass can be used for any regularly scheduled showtime including IMAX, Dolby, and 3D showings. Is ******************** a good email address where this pass can be sent?
Customer Answer
Date: 05/13/2024

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:04/26/2024
Type:Billing 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.
AMC app is charging cancelation fees after i no longer wish to be a part of their trial membership. Difficult to cancel and charges fees. Absolute abuse of having my credit card info. Someone needs to look into it.
Business Response
Date: 04/29/2024
When enrolling in AMC Stubs A-List, all members must agree to a 3 month commitment period. This is stated in the terms and conditions that are agreed to and is stated during the enrollment process. If the A-List membership is cancelled within the 3 month commitment period, and early termination fee will be charged in the amount of the remaining months of the A-List commitment period. If the A-List membership is cancelled during the commitment period, the guest will still have access to all of the A-List benefits until the end of the commitment period, which is stated on the AMC Stubs account. You can read more here: ***************************************************************.
Initial Complaint
Date:04/22/2024
Type:Billing 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.
6 days ago I purchased a trial AMS Theater A-list subscription for $0.99.
Today I cancelled it because the offer of movies in my theater is insufficient.

Instead of being charged $0.99 being this the trial month that they advertised, AMC charged my credit card $47.90.

AMC's advertisement of $0.99 is clearly a scam whereby AMC is illegally charging for cancelling their subscription within the trial month.

I would like BBB to request a full refund from AMC Theater.

I attach my cancellation confirmation and the charge to my credit card.

Thank you for helping with this.

Best regards,
****** ******
Business Response
Date: 04/22/2024
I'm sorry for any confusion! When a guest joined A-List, they agree to an
initial 3-month commitment. The charge the guest received was an early termination fee
for the time remaining in that commitment due to cancellation. They can continue
to use their A-List benefits until the end of that period, which is noted in their My AMC account. They can read more here: ***************************************************************. The commitment period is also stated on the promotion on our website.
Customer Answer
Date: 04/22/2024

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:04/07/2024
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.
On 4/6/24 at AMC Bay Street theater in emeryville, Ca, I had an altercation with an employee which resulted in being confronted by a manager. I was given misinformation by the ticket agent which resulted in paying for parking and missing the beginning of the movie. I used profanity which I apologize for, in response to the employee not taking responsibility and being rude in his response for giving me the wrong info. I was accosted by a manager, I assume, and berated for what I said to the employee and asked not to return after I watched the movie. I was told I couldn’t treat service workers that way (although she was still not interested in the employee’s behavior). I told her I was a nurse and she condescendingly told me I should know what it means to be a service worker. I’m offended that my responsibilities and obligations as a nurse were compared to working at a movie theater. I worked during the Covid epidemic and don’t appreciate this comparison. While I shouldn’t have used profanity, there is also no excuse for the employee’s and the manager’s behavior. There should have been an apology made for giving misinformation about paying for parking, which essentially resulted in fraud as I made a payment for parking I shouldn’t have after 10pm, which another employee was aware of but not the one whom I had altercation with and whom reiterated my profane remark to him. After the “manager” confronted me, this employee came to us and continued to berate me and stated people like me shouldn’t be allowed to come to the theater.
Business Response
Date: 04/08/2024
We have reached out to the guest directly by email. I have included our initial message below.

H* *******

My name is *****, and I am with the AMC Theatres Guest Services team. I am sorry to hear about your recent experience at AMC Bay Street 16 and can assure you that this is not the type of experience that we aspire to offer. I would like to look into this further for you. Could you please provide me with your confirmation number or a picture of your receipt if your ticket was purchased at the theatre? Could you also provide me with the name of the associate and manager that you spoke with during your visit?
Customer Answer
Date: 04/09/2024
The business is requesting more info. I am not interested in any punitive measures. I purchased a ticket for Monkey Man at 10:15pm. I’m sure you can inquire about the associate taking my payment and the other person involved who represented herself as a manager and asked me not to return to the theater. I would like you to make sure you train staff to give accurate info to customers and if they make an error, to behave in a professional and courteous manner rather than a rude and disrespectful one. I used profanity in my response to this which I regret, but the associate (& the “manager”) thought it was ok for him to respond in kind.
Business Response
Date: 04/12/2024
AMC Guest Services team has reached out directly to the guest via email to request more information on the visit, so we can assist with a resolution. Email was sent on 04/08/2024 at 08:13am CT, but guest has not replied yet. Guest would need to respond back to the email, so we can further assist. Incident ************* for reference, if needed.
Initial Complaint
Date:04/03/2024
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.
see attached
I had a $25 gift card. I redeemed just over $8 of ft in August 2023.
Business Response
Date: 04/03/2024
We were previously contacted by the BBB regarding this concern and have already re-sent the refunded gift card balance to this guest. When contacted, we reached out to the guest via email ********* ************** to provide assistance and they were in active communication with us. Online orders using gift cards are typically refunded as a new virtual gift card sent to the email address on the order. This email was sent on 12/4/23 immediately following the refund. The email address on this order was associated with someone else's AMC Stubs membership so the email had gone to them. In communication with this guest we were able to send the same email containing the replacement gift card valued at $16.32, that had already been sent, to their email address instead. We communicated that this was sent on 12/15/23. The guest, who had previously responded, did not respond to let us know whether or not they needed continued assistance. We apologize for any confusion. Guests are more than welcome to contact our guest service team at ***********************************. We are always happy to help!
Initial Complaint
Date:04/02/2024
Type:Billing 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.
Using the email address *********************** on 12/20/2023 I purchased a three month subscription to AMC Theater's AMC Stubs A-List program. I was charged $72.99 for the three month membership. Prior to the expiration on 3/20/24, I believed I had taken the proper steps online to cancel the membership before it began charging monthly. However, on 3/26/24, I was charged $24.95 which was deducted from my bank account.

I attempted to call AMC Theater, but they do not have a customer service phone number. The website instructs you to submit a post via ********* ******* or some other social media site. I don't have or don't use any of the social media platforms they suggest so the only other option is to send an email. I have now sent at least two emails beginning approximately March 26th. I don't get any kind of confirmation email stating that they've received my communication and will get back to me. Nothing.

I have no way to contact this business and discuss the fact that 1) I should not have been charged $24.95 and 2) I don't want to continue the membership and thought I had already properly cancelled it. Another point, when I went back to the original confirmation email from December 2023 and clicked on any of the links, they had expired.

The membership did successfully work at AMC Theater during the three month membership time period I had initially paid for, so I know I wasn't swindled at that point. But now, to provide zero avenues to speak to an individual or confirm that anyone is receiving my repeated request for assistance is criminal. With no contact from AMC Theater or intervention from this BBB site, I'd be forced to call my bank and cancel my card all because a publicly traded movie company is too cheap to provide human customer service support to work out billing disputes.

Thank you for your assistance* ***** ******
Business Response
Date: 04/03/2024
Guest sent an email to AMC Guest Services team on 03/28/2024 at 07:21 PM CT. Guest Services team responded to the guest on 03/28/2024 at 09:55 PM CT providing information about the gift membership purchase and informing the guest to follow up if they have any additional questions or concerns. Guest has not responded back to the email at this time. Please follow up on that email to receive additional assistance. Incident ************* for reference, if needed.
Customer Answer
Date: 04/03/2024

Complaint: ********

I am rejecting this response because: On March 28th, I received an email from AMC +, which is a streaming service informing me that I had reached out to the wrong company. AMC + informed me that I did not have an account with them and so the email request was closed. I am attempting to reach AMC Movie Theater. If AMC Movie Theaters contacted me on 3/28/24, I have not received that email and can't respond to it. The company will need to resend the email communication to *********************. Please confirm this BBB complaint has been filed with the correct AMC company.

Sincerely,

******** ******
Business Response
Date: 04/03/2024
Guest reached out to the Guest Services team from the email, *********************** Guest Services team responded back to this email, but guest has not replied. Guest has been contacted again at ********************* under another report ****************
Customer Answer
Date: 04/05/2024

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 for your assistance in resolving this matter.

Sincerely,

******** ******
Initial Complaint
Date:03/11/2024
Type:Billing 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.
3/10/24 I purchased tickets for plymouth meeting ** **** ******* ****** after paying it sent the money to Leawood Kansas and never sent a email the website Scammed me I called the actual theater and a employee told me sometimes it don't go through and it's nothing they can do about it .I spent 126.00 for tickets and nobody answers any numbers I can only imagine how many ppl go through this
Business Response
Date: 03/11/2024
Hi there,

We have contacted this guest via Incident * *************. This charge did not process on our end and should void off their statement soon. For reference, our theatre teams do not have a way to see this in real time on their end. However, any of our online contact resources can look into this.
Initial Complaint
Date:03/11/2024
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.
****** the manager at amc 10 forced me to purchase a ticket for my 3 year old daughter, although I emphasized that she will not sit alone I don't have to go into deep details as to what she suffers in order for him to understand that she will not sit alone and no reason to purchase a ticket . He completely ignored all he cared about was to charge me for the ticket. Is not the money is the principal that he did not bother to to listen or understand our concerns.
Business Response
Date: 03/11/2024
I apologize for any confusion regarding the ticket purchase. Children under the age of 2 years old are allowed to attend for free. However, children between the ages of 2-12 need a child ticket to attend a film. More information can be found here: ************************************************************************************************************
Customer Answer
Date: 03/11/2024

Complaint: ********

I am rejecting this response because:

I totally understand the policy and I expressed that in the complaint, but, the same thing as him you are being dissmisive to the fact that my daughter suffers and she will not sit alone in the theaters. Maybe you will think we'll don't take her but that's not the point. I had 3 other kids with me and I paid for every single one of them. I made the exception with her because I know her problem.

Sincerely,

******* ********
Initial Complaint
Date:03/07/2024
Type:Billing 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.
AMC movie theaters offered a product for sale on their website ******************************************* . This product had a picture that was completely different than the actual product received and was a clear bait and switch. The product was the 85oz slimmer popcorn bucket that was sold for 19.99 plus 7.95 shipping. Upon contacting them, the offered a 50% refund, but this is unacceptable as the product is not what I ordered. Had I known it was completely different than shown on their site, I would not have purchased. They have since revived the item from the site https:/**************************************************************************************************

Product Details Qty Price Total
Ghostbusters Slimer 85oz Popcorn Container
Item # GHOST-SLIMER-UA

1 $19.99 $19.99

Merchandise Total: $19.99
Shipping & Handling: $7.95
Tax: $0.00
Order Total: $27.94
Business Response
Date: 03/18/2024
Hi there,
We have reached out to this guest directly via Incident # ************* to assist with this concern.

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AMC Entertainment is NOT a BBB Accredited Business.