Complaints

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

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• 

  AMC Entertainment

  11500 Ash St Leawood, KS 66211-7804

• 

  AMC Entertainment Holdings, Inc.

  600 Blue Ridge Rd Raleigh, NC 27606-6307

• 

  AMC Theatres River Park Square 20

  808 W Main Ave Ste 380 River Park Square Spokane, WA 99201-0912

• 

  AMC Entertainment Holdings, Inc.

  9525 Chapel Hill Rd Morrisville, NC 27560-7359

• 

  AMC Entertainment Holdings, Inc

  12575 Elm Creek Blvd N Maple Grove, MN 55369-7047

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:09/29/2023

  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.

  I have been trying for months to get Gold / silver replacement tickets and for months all I get from them are auto replies and no tickets. I sent copies of the tickets front and back per there directions with the following text
  
  Here is a copy of my tickets
  
  Dean Jacobson [email protected]
  ***** **** ***** **
  Kent
  Washington
  98042 ********** ********** ********** ********** ********** ********** ********** *********1
  
  No I am not a member
  
  and keep getting auto replies of
  
  From: Gold Silver
  Sent: Monday, July 31, 2023 11:55 AM
  To: **** ******** 
  Subject: RE: Automatic reply: Silver and Gold tickets
  
  
  
  Hello,
  
  Thanks for contacting Gold and Silver. Your tickets are being processed. Please allow 2-3 business days for the email to reach your account. The email you should lookout for is [email protected].
  
  ** Please thoroughly search for the email as it’s a ‘noreply’ address and typically ends up in SPAM**
  
  Thank you for your patience!
  
  
  I have been watching my in box, junk mail box and physical mail box.
  I have sense found a few more tickets but with no real response from the first ticket have not filed them for replacement. with nothing but auto replies, with no phone numbers to talk to living voice I'm now sending this message hoping for help from some ware

  Business Response

  Date: 09/29/2023

  We reached out to our Gold/Silver team regarding these vouchers. They advised the replacements were originally emailed out on 8/17/23.  They advised that they would resend the vouchers again.

• Initial Complaint

  Date:09/20/2023

  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 1st contacted AMC gift card replacement on 6/15/23. I was pleased to find out that thier gift cards never expire but due time out but will be replaced upon request. I sent them by mail as they requested photo copies front and back of my 2 cards. I inquired 4 weeks later and they said they never received. I orininally was told by AMC gift cards that it would take 4-6 weeks to replace my 2 cards it's been 4 months so far. I contacted the BBB plese ref. # ******** several months ago and you contacted AMC gift cards on my behalf. You went back and forth with those guys for many weeks before you said you had to close the case even though they hadn't sent the gift cards yet, A month later they keep telling me they are processing. I should be at the head of the que since this started 4 months ago. Can you please re-open for me. I do apoligize asking you to do this. AMC should just have done what they promised you they would do. Thanks Mark

  Business Response

  Date: 10/03/2023

  AMC gift cards will not function 5 years after activation. However, the balance should remain intact on each card. You can find more details on this at: ******************************************s. Guests can contact our gift cards team by calling **************, or emailing ************************* for assistance with gift cards.

  Business Response

  Date: 10/06/2023

  Guest's replacements should be arriving via regular mail within the next few days. Should arrive in a white envelope marked with NS ACCT on it.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: 20633476
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Mark Haines

   

  Oct, 11th    Not sure what my last bupdate was.  I did get an email from AMC afterI did get 1 ONLY ONE replacement card when I was suppose to get 2 cards, plus they were 3 weeks late when they said

  10 days so I assumed they were lost or never sent, so I asked for replacement cards of the replacement cards.  I did give them the serial number on the back of the 1 card I just recieved and they said they would 

  check on what the problem is.    THE PROBLEM IS THIS WAS SUPOSE TO BE A 4-6 WEEK REPLACEMENT OF THE 2 CARDS I SENT THEM 4 AND A HALF MONTHS AGO, PLUS EVEN THOUGH THEY ASKED ME

  WHEN I FIRST CONTACTED THEM TO PHOTO COPY THE FRONT AND BACK OF THE CARDS AND MAIL TO THEM, THEY SAID THEY LOST THEM.  I HAVE DONE EVERYTHING KNOWN TO MAN TO HELP THEM

  AND THEY STILL CAN'T GET ANYTHING RIGHT, NOT ONE THING RIGHT.  THOSE PEOPLE ARE COLLECTING PAYCHECKS FOR WORK THEY DON'T DO.  I COULDN'T BE THAT STUPID EVEN IF I TRIED MY HARDEST.

  TO THEM IT JUST SEEMS TO BE EASY FOR THEM.           RIGHT NOW I WOULD RATHER SKIP THE REPLACEMENT CARDS IF ITS THAT HARD FOR THEM AND THEY CAN SEND ME A CHECK $100 FOR THE CARDS AND WE'LL

  BE DONE WITH THIS.         I'D RATHER HAVE THE MONEY SO I CAN GO TO A DIFFERENT THEATER.  AMC IS HORRIBLE

   

  ****

   

   

   

• Initial Complaint

  Date:09/19/2023

  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.

  On 9/17/23 I purchased 2 movie tickets online for a movie at 145pm. We arrived and let in at 130. Instantly it began filling up with teenagers sneaking in and being rude and loud. We were then confronted by 4 people saying we were in their seats but I showed them I had reserved these 2. It began an argiement so we all went out to the counter and explained. We were the only ones who had to prove our tickets while no one else was asked. I was them told to find some other seats in which I told them there aren't Amy as people all over switching seats etc. Theu didnt care and didn't want to hear anything else. I've tried contacting management but it's all online in which they don't respond. I also felt targeted as we were the only white people in theater and no one else got questioned. So I paid for tickets, almost was attacked and told to find some other seats which wasn't feasible as others snuck in and I stated so so we ended up leaving.

  Business Response

  Date: 09/20/2023

  Reviewed details provided. Guest has already been in contact with AMC Guest Services team via Facebook starting 9/18.
  
  Guest refunded their tickets prior to the showtime, but still arrived to the movie. Since they refunded these tickets, seats became available for other patrons to purchase. AMC does not discriminate based on race, color, religion, sex, age, disability, or any other identifying factor in doing business or enforcing policies. Matter is considered resolved.

  Business Response

  Date: 09/22/2023

  Per review of this transaction in our system, the guest placed the original order on 9/17/23 at 10:25 AM. A self-service refund was completed by the guest at 12:36 PM, also on 9/17/23 - approx. 70 minutes prior to the scheduled showtime of 1:45 PM. Once the self-service refund was completed, the system removed the tickets and placed them back into the pool of available tickets for others to purchase.

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/17/2023

  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 am writing to complain about discriminatory practices at AMC, N****** ****** **, Jersey City, NJ 07310. My wife and I had tickets to see 'Are you there, God? It's Me Margaret' on Friday May 5th, 2023. We were denied entry after the manager at the AMC center asked us to open our bags and cited leftover food (we dined at a restaurant nearby at 5pm) in the bag. We informed the manager we were not carrying any food to be eaten inside, and even requested the manager to keep our bags with the front desk if they suspected we were breaking AMC code of conduct. She refused, and denied us entry. We asked that other movie goers bags be checked as well, which was also denied.
  I have videotaped part of the incident and will upload on twitter, this is extremely regrettable and ruined my family Friday evening outing.
  What law allows selective discrimination? Why was no one else subject to the same treatment? Other moviegoers with bags were allowed inside without checkcing. And what law allows someone to determine there is food in a bag and not in others? And what poor courtesy is due a customer/patron that they aren't even allowed to checkin their bags at the desk if the bags are suspect?
  
  We have lodged several protests with AMC online and in person, but to no avail.
  
  I have heard other customers talk about the rude front desk at AMC Newport 11, but seeing is believing. I believe the actions are also illegal.
  The manager refused even to give her name, I took a side picture.

  Business Response

  Date: 09/17/2023

  AMC Theatres has a long-standing policy of No Outside Food and Drink at our theatres. Details regarding this policy are noted on each theatres home page under the policies section and posted at the theatre. Additional details are also available on the theatre info FAQ page at: *************************************************************************************** This is a policy that is enforced companywide with regular inspections to ensure that our theatres are following the policy. AMC does not discriminate in the enforcement of our policies based on gender, race, religion, sexual orientation or any other classification. Please know we will review the policy with the theatre staff, so they can improve the consistency of enforcement and provide a high-quality experience for all our guests. 

  Customer Answer

  Date: 09/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1. I offered to leave my small backpack with the front desk, but they still did not allow me or my wife to enter with a valid ticket.

  2. We were the only people with a bag that was checked. Everyone else with a bag walked in, in front of us without their bags being checked.

  3. we also showed the manager our dinner receipt at a nearby restaurant - which proved we had our dinner already.
  

  the manager had already decided she didn’t want to let us in.

  AMC enforced its policies in a discriminatory manner? 

  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/15/2023

  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.

  Nothing major, but it’s the quality of printed movie tickets. Even though I believe most people don’t collect much tickets I still believe they should be held on to as cherished memories. Especially when audiences see classic films being played again. They should have the title of the movie that’s being shown not some initials with fan favorite on the tickets. I cherish the movie theater experience and collect tickets helps me remember the great experiences I’ve had not just by myself but with my loved ones.

  Business Response

  Date: 09/15/2023

  We appreciate all guest feedback, both positive and negative. We want to thank this guest for sharing the suggestion regarding the information that is printed on our ticket stubs. Please know that this information is being shared with the appropriate internal parties at our corporate offices, so this can be reviewed and considered when planning future updates.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a stock holder, I received 4.09 twice for the split but was charged $38 twice. I now own no stock and have a negative account balance. I would like the $76 sent to me via check immediately.
  I bought the stock during the pandemic as a way of helping a struggling business only to be charged more then I had and left with nothing. This is not acceptable!

• Initial Complaint

  Date:08/07/2023

  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.

  On July 22nd of this year, I attended AMC Cinemas in Framingham, MA. This experience was nothing short of disheartening. I am an avid AMC goer and during this showing, the entire screen was flickering and the projector's lamp was running out of light, since the screen was also unusually dim. Additionally, when I entered the theater, other people had taken our assigned seats, so we had to take time to dispute the seating with them (also involving AMC staff). Then, the people who had taken out seats spilled soda on the seats, so we had to clean the seats as well before sitting down. This entire ordeal ate up 20-25 of our viewing experience. I filed a dispute on AMC's website the very next day, and AMC's response was that they were sorry and that they would find a resolution within 5 days. It has been well beyond the 5 day response period, and they are now avoiding and ignoring my follow up messages and emails. I do not need a refund; I just want an exchange for the tickets that were wasted during that showing, so that I can watch the movie at a different location. This is a very reasonable request, and I hope that you will help me. I have attached the proof of purchase, as well as the correspondence with the AMC Support Team.

  Business Response

  Date: 08/08/2023

  Contacted guest directly via email. Noted these concerns with the visit for the right teams to look into. Offered ticket vouchers as compensation: ************** 

  Customer Answer

  Date: 08/09/2023

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 trying to purchase tickets to ******* ********* and a soda on the AMC App. I got interrupted and didn't finish checking out. I was using the credits on my gift cards ending in **** and ****. I have no email nor transaction showing it went through but money is gone from both gift cards. It was 18.88 when I redid the transaction. The gift cards have since disappeared in the app so I have no way to show the transactions that happened. I did send a ticket to AMC datestamps below, and no response at all.
  
  Question Reference # ************* Date ******** ********** ***** ** **** **** ******** ********** ***** **

• Initial Complaint

  Date:08/04/2023

  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.

  Premiere member purchased tickets for my Don with disabilities. He fell sick day of so I can the AMC Theatres near me and customer service person explained I could recieve a credit for my tickets. I went the next day and a rep named ***** was discrimative said he needed to prove I did not use the tickets but did not check the person after me. Made me wait several minutes then told me I dud not deserve the tickets and that he was doing me a favor and I should be happy with what I got. Very rude and disrespectful. I was so distressed I had a super huge anxiety attack. You just can not trust AMC anymore. Like it used to be 5 dollar Tuesday's but I never go notification of the changes made. However my experience very horrible.

  Business Response

  Date: 08/06/2023

  We have reached out to the guest regarding their visit and have issued a refund for the order.

  Customer Answer

  Date: 08/07/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  ******** ***** ********

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to express my profound dissatisfaction with my recent visit to your AMC N**** ****** movie theaters that occurred on 07/23/23. As a loyal customer, I had high expectations for an enjoyable family outing, but unfortunately, the experience was far from satisfactory.
  
  Upon arriving at the theater, I purchased tickets for my family of five, and we were excited to indulge in some delicious snacks and *****. However, to my dismay, I discovered that none of the 12 **** machines were functioning after I made the in-person purchase. This was particularly disappointing for my children, who had been looking forward to enjoying their favorite frozen treats.
  
  In light of this setback, I opted for fountain drinks instead, only to be further disappointed when I found out that the entire theater was completely out of ice. When I brought this to the attention of a staff member, I was informed that the ice machines were overworked, leading to their depletion.
  
  Moreover, my disappointment did not end there. When I tried to get butter for my popcorn, I was met with another obstacle as the designated station was empty. I had to go to another side of the building to find the butter, causing an unnecessary inconvenience during the movie's starting time.
  
  The condition of the restroom was equally distressing. They were dirty and smelled of urine & there were no paper towels available. Such negligence of basic hygiene standards and maintenance further added to my dissatisfaction.
  
  I must express that this experience has left me completely disgusted and disappointed. As a paying customer, I expected a certain level of service and facilities, but unfortunately, my expectations were not met during this visit.
  
  I sincerely hope that you will take my feedback seriously and address the issues.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 08/12/2023

  We have reached out to the guest directly to look into this visit further for them as this is not the type of experience that we aspire to offer.  We will continue to resolve with the guest once we hear back.

  Customer Answer

  Date: 08/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: AMC has not rectified the situation. AMC reached out to me directly today to request a copy of my receipt but nothing more. The response is being rejected as there has not been any resolve. I have provided AMC with the information that I have, for proof of purchase.
  
  
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 08/14/2023

  We are speaking with the guest through emails and attempting to locate the concession purchase so that we can assist further.

  Customer Answer

  Date: 08/14/2023

  I have provided AMC with the information that I have pertaining to this visit. At this time, we have not reached an agreement.