Business Profile

Family Entertainment

AMC Entertainment

Headquarters

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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:07/26/2023
Type:Service or Repair 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 bought a $25 AMC gift card and tried to use it in Feb 2023. When I tried to use it, it showed that my balance was zero. When I called the company they said that someone in California used it. I told them that I live in Az and have not been to Ca. They said to send them an email with all of the info and also a picture of the card (front and back). I have done that at least 3 times and have talked with numerous people who say that they are submitting a "ticket" for resolution. I have asked to speak with a supervisor and they say that a supervisor is not available but will call me back. They never do. As of this date, 7-25-23, I still have not gotten it resolved or any answers. I just want another gift card or a voucher to replace what was fraudulently taken from me. Any assistance you can give me will be greatly appreciated.
Business Response
Date: 08/11/2023
Reaching out to guest via email to obtain additional information regarding this concern, so this can be resolved.
Business Response
Date: 10/18/2023
Reviewed details provided. Guest was notified that replacements were emailed to them on 9/18, but they were unable to locate the email. AMC Guest Services team requested guest's mailing address, so that physical replacements could be sent instead. Guest was notified on 10/12 that physical replacements would be sent to their address and to allow 2-3 weeks for arrival.
Customer Answer
Date: 10/19/2023

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. As of this date10-19-23, I have not received the physical replacement card. So I will not be satisfied until I do.

Sincerely,

***** ********
Initial Complaint
Date:07/25/2023
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.
I tried to use a Silver pass to redeem for free movie tickets, but was told that the passes, which have no expiration date, have been discontinued. I was told to email AMC directly to ask them to replace my Silver, and Gold, passes for new, current passes. I emailed the department and provided all of the information required. That was three weeks ago but I've yet to hear back with any update. I tried to 'chat' with their customer service via their Facebook page, per the information provided on AMC's website but after getting automated responses from their bots that said I'm in queue to get helped by a human agent, no one actually responded despite my waiting on the chat for many hours.
Business Response
Date: 08/10/2023
We have messaged this guest back on Facebook (Incident: #********) in regard to this. The current wait time on vouchers replacements for those specific vouchers due to a high increase in contact volume is 4-6 weeks.

Business Response
Date: 09/25/2023
We have spoken with the guest and sent additional passes for the delay in processing these replacements. I have included our response to the guest below.

******

I am sorry again for any trouble
receiving the replacements for these vouchers. I have reached out to our team
that handles these replacements and have requested that they replacements be
resent to [email protected]. I have also prepped 3 guest passes to be
sent to you for the delay in receiving the replacement ticket vouchers. You
should receive these 3 guest passes in the inbox for [email protected] tomorrow. Please check your spam, junk,
and promotional folder if you do not see these courtesy passes in your inbox by
tomorrow afternoon. If for any reason you do not receive these 3 passes
tomorrow, please reach back out to me here and I can look into this further for
you. My apologies again for any disappointment that this may have
caused.

Thank you!
Customer Answer
Date: 09/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20375787, and find that this resolution is satisfactory to me.

Sincerely,

David Gong
Initial Complaint
Date:07/25/2023
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 Friday, 7/21/23 my father and I went to AMC 30 in Houston TX to see Oppenheimer. We had purchased tickets online through Fandango ahead of time. When we got to the theater, we were told that the entire theater did not have air conditioning and that we could get a refund if we did not want to sit through the heat. Given that my dad is nearing 80 years old and it was over 100 degrees outside, we decided on the refund and purchased tickets at a nearby theater instead. AMC refused us a refund and told us that because we had purchased the tickets through Fandango, we would have to request the refund through them. I submitted the request for refund at 11:44AM, 16 minutes before showtime, and we headed to the other theater. Later on that evening when I got home, I called Fandango only to be told that because I had called AFTER the movie started, they would not refund my money. They then told me to contact AMC for my refund. Clearly, according to my email documented proof, I had requested the refund well before the posted show time, immediately after arrival to the first theater. This is unacceptable treatment of a 10+ year AMC Insider account holder and I refuse to use these services until this is corrected immediately. Confirmation# **********
Business Response
Date: 08/09/2023
Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance. Incident ************* for reference, if needed.
Customer Answer
Date: 08/09/2023
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am rejecting this response because:

Regards,

******** *****
Initial Complaint
Date:07/22/2023
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 went to Oppenheimer last night at theater 14 castleton auditorium 8 at 10:30 PM. An employee named ***** came over to me and started yelling at me saying that I didn’t have the ticket even though I showed proof that I had the ticket. She was also the one who scanned my ticket to get in, proving that she saw and accepted my ticket. I listened to her, even though she made no sense, and got up and left the theater. She screamed at me in front of the whole theater and grabbed my shoulder while I was walking down the stairs to exit. She should not have ever laid hands on me. I was cooperating and offered to leave even though I had a ticket. I never got a refund for this horrible experience. The ticket was purchased under my friends email. I had a panic attack in the bathroom floor following her unprofessional behavior. She did nothing to make the situation right. Absolutely never going back to this location after this. For the safety of future patrons, please investigate Laura.
Business Response
Date: 08/06/2023
Reviewed details provided by guest. Message was forwarded to AMC Guest Services team to reach out and help assist further. Guest contacted by email to gather additional information on their theatre visit and ticket purchase. Incident * ************* for reference.
Initial Complaint
Date:07/16/2023
Type:Service or Repair 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.
July 16 around 7:30-9 pm
The man in front of my partner and I was filming the movie I went to security who proceeded to tell the man to stop. A few minutes later he took out his phone again having a blast on social media, looking at lewd photos, answering a phone call, and began vaping. My partner went to management nothing was done I went a third time nothing was done. The fourth time my partner leaned over and kindly asked him to stop. The man then got up and got in face yelling at my partner. Upon leaving the theater to seek management my partner was threatened with a knife and screamed at within an inch of his face. Management and security didn’t do a thing. We had to leave and this man was allowed to stay in the theater. Many violations occurred and quite frankly laws broken. Unacceptable on many levels.
Business Response
Date: 07/17/2023
Reached out to the guest directly by email to assist with their experience.
Business Response
Date: 09/25/2023
The guest reached out to us in July after this incident. We resolved with the guest in July, and they accepted compensation for their experience. I have included the most recent correspondence with the guest below.

7/30/2023 4:06pm:

Hello ******,

I am a Supervisor of the Guest Service team
here at the AMC Corporate office and wanted to take the time to reach out to you
directly regarding your most recent visit to our AMC ********* ***** * location.
The safety and security of both our guests and crew are of the utmost importance
to us and I apologize for any trouble during your visit. Please be assured that
AMC takes these concerns seriously and we have begun an internal investigation
surrounding the details from July 16th during your visit.

I know I would be just as upset if another
guest caused so much disruption during my visit and interacted with me in the
manner in which you described. As previously stated, we have made note of this
experience for the right internal teams to review and take action as necessary.
If a police report is filed and an investigation is opened, we will work
directly with law enforcement as needed. This is a situation which we certainly
take very seriously and want to thank you again for providing the details you
have so far.

It is our understanding that the theatre
team has already provided vouchers to return to any AMC for any show but I will
be happy to provide additional vouchers for future visits to any of our
locations. Although this does not change your experience, we want to show you
that we can provide an excellent experience and would like to have your next few
visits be on us. If you would like to receive these vouchers, please reply back
with the best email address to send these to and I will be happy to get this out
to you as soon as possible. We look forward to hearing from
you.

Thank
you,
*****

7//30/2023 4:11pm:
Thank you for reaching out in more detail. I think that sounds great. Email is ******************

7/30/2023 4:19pm:

Thank you for confirming that! I will have these vouchers prepped to be
sent out and they should arrive within 3 business days to the email provided.
Please note, these may arrive in your spam/promotional inbox. Again, we
appreciate the time and effort you put in to bringing this to our
attention!

Customer Answer
Date: 09/25/2023

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:07/12/2023
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 7/12/2023, we attempted to purchase tickets to a showing of Indiana Jones as well as snacks totaling $88.23. We provided payment and the amount ($88.23) was taken out of my bank account (paid using a debit card) TWICE (totaling over $170), but we never received confirmation nor tickets. At the theater, they claimed they could only release one of the charges, but none of the money (neither charge) was refunded to my account. They also claimed there was nothing they could do and we would have to buy tickets again-- despite charging us twice they did not give us the tickets or anything else we had bought.
Business Response
Date: 07/13/2023
We have contacted the guest in regard to these charges via our guest service email server. We are currently awaiting a reply from them so that we can investigate these charges further.
Initial Complaint
Date:07/10/2023
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.
7/9/23 attended 4:45 showing of Sound of Freedom a* *** ******* ***** ** ** ******* **** ***** *******. We were in theatre 2 and they had a live band playing in theatre 1. No one could here because of the loud music next door. Multiple people complained to the manager but they acted like they could care less. Very poor customer service and everyone in attendance should receive a voucher for another movie, It was a horrible idea to have a live band during a show and it ruined the experience. **** **** ***** *************
Business Response
Date: 07/10/2023
We have reached out to the guest directly to look into this further for them.
Customer Answer
Date: 07/12/2023
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am rejecting this response because: I was contacted Monday via email and I replied to their request for a copy of the ticket stub. I haven't heard back from them since.

********

**** ****
Business Response
Date: 07/13/2023
There was a delay in response. The guest has since been responded to in our ongoing email chain.
Initial Complaint
Date:07/09/2023
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.
I was a AMC stubs member. I watched movies ALOT trust me. I went to go watch the little mermaid, the person next to me smelt disgusting and it was PUGENT. I left and I told the manager there I couldn’t watch the movie because there was no way we were going to sit there when he smelt horrible. They told me okay, took down my email and said that the tickets would be refunded since I LEFT the theater. It’s been almost a MONTH now, and still no refund. I’m utterly embarrassed. The order number was, 683658114. Thank you.
Business Response
Date: 07/09/2023
Reviewed details provided. AMC Theatres refund policy is refunds are available prior to the showtime. Details are available on this at: ******************************************************************************tickets. If a refund was issued at the theatre, a physical receipt confirming the refund would have been provided. We would be happy to check on the status of the refund further, if an image of the refund receipt can be provided for us to review.
Initial Complaint
Date:06/26/2023
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.
I recently discovered that I'm being double charged by AMC. I'm being charged $25.98/mo for A List (apparently, it's higher in CA than most other states) and $10.49/mo for the AMC Stubs Rewards. I don't even know why I'm being charged for the Stubs Rewards. It's charging the credit card I have on file in my account for purchases. I didn't authorize this.
Business Response
Date: 06/26/2023
Hello there, thank you for reaching out with your concern. Please know that I looked into this for you, it looks like the $10.49 charge was for an additional ticket purchased to Mission: Impossible - Dead Reckoning Part One. my apologies for any confusion! I have emailed you as well with this information. Feel free to reach back out to us if you have any other questions.
Customer Answer
Date: 06/27/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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

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

Regards,

***** ********
Initial Complaint
Date:06/26/2023
Type:Service or Repair 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.
see Attached document
I inadvertently purchased tickets for the wronq movie online at the AMC Theatre. I immediately looked to correct the order but the system would not allow. I then followed their instructions for a refund. but it would not work. Then I reached out to the theater at the Eatontown location. They are able to see mv request in their system but do not have the ability to do a refund. In addition, the theater charqes a convenience fee for all online orders. Yet they do not provide a convenience to make chanqes or to qet a refund in accordance with their own instructions.

And as I understand it. the convenience fee is not refundable. even in cases where the wronq movie was ordered and a repurchase is immediately made. Instead. the customer is charged ANOTHER "convenience fee".
I would like a refund for the entire cost of my purchase. AMC is charqinq a "convenience feet ' but does not provide any conveniences. Their website is dark. confusinq and convoluted. allowinq for the customers to easily make costly mistakes when orderinq. AMC provides instructions on how to obtain a refund, yet the instructions "conveniently" do not work. Please help me obtain a full refund for my purchase. This situation is creatinq great anxiety for me. My order number: ********** ** ************ ******* *********** Purchase date: 6/15/2023: Amount requested: $74.35. Thank you very much for your time on this matter.

Business Response
Date: 06/26/2023
***** ********

I'm sorry for the troubles. I was able to submit a refund for you! Please allow up to 5 business days for this refund to process.

I am very sorry for any disappointment. We charge a small convenience fee per ticket purchased to help ensure you can purchase tickets conveniently online before they sell out, to select your ideal seats where applicable, to order Food & Beverage in advance, and to skip lines at the theatre. The fee is displayed on the Order Summary during the online purchase process. Unfortunately, convenience fees cannot be refunded.
Customer Answer
Date: 06/26/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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

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

Regards,

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

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AMC Entertainment is NOT a BBB Accredited Business.