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 24

  565 N 3rd St Phoenix, AZ 85004

• 

  AMC Entertainment

  1647 South Stapely Dr. Mesa, AZ 85204

• 

  AMC Entertainment

  1683 Whittlesey Rd Columbus, GA 31904-3645

• 

  AMC Entertainment

  363 Mount Hope Ave Rockaway, NJ 07866-1645

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:06/23/2023

  Type:Service or Repair 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 ordered the AMC Stubs plan and when went to movie 05-28-2023, the facility was dirty, the employees were rude and did not respond to you and that was if could find employee. The employees at concession stand took there time and did not really seem to want to be there then gave stale popcorn. Then when done, asked employee where to get parking validated since at Newport on levee AMC theatre so small fee for parking and they did not know where to go or seem to care. Then reached out online about experience and no one reached back out. I would like a refund for AMC membership, cancel policy going forward without early termination forms and $6 for parking.

  Business Response

  Date: 06/24/2023

  The guest emailed us directly on conversation number *************. We emailed them back asking for more details and are happy to help them there. 

  Customer Answer

  Date: 06/26/2023

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

   
  
  
  
  I am rejecting this response because: I have responded to there email that they did not respond to until I  put in this complaint. Would like a resolution as all they said is that they are going to look into. I want a refund and I am about the be charge again on 27th. Want it canceled without termination fee and old amount taken care of.
  
  
  
  Regards,
  
  
  
  **** ****

  Business Response

  Date: 06/26/2023

  We are speaking with the guest directly through email to resolve.

  Customer Answer

  Date: 06/26/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: process not completed yet or how going to resolve.
  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:06/22/2023

  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 purchased a ticket for my son to see the new Spider-Man movie on June 12th on line. The movie was scheduled for June 13th at 1 p.m.
  When my son arrived he was told there was an issue with the auditorium 1 showing the 1 p.m. show and it had been canceled and we would be receiving a automatic refund in the amount of $12.30
  
  We never received the refund
  
  I went to the theatre on the 20th and spoke with a manger and he told me I should have already received my refund and to contact corporate.
  
  On June 20th I sent an email request for a refund with no response.
  
  ****** ********* ********** * *** ***** ***** ** ***** ***** **** ***** ****** *** ***** ******* ***** ****

  Business Response

  Date: 06/22/2023

  Order information confirmed and refund processed for this order number. Refund should be reflected on corresponding statement within 5-10 business days. 

  Customer Answer

  Date: 06/23/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ***]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/12/2023

  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 purchased a ticket online June 7,2023 at 11:15PM for a show for 6/14/23 at 6:30pm. I never received QR code nor confirmation. I received a error message on the website. I have since had the money withdrawn. I have asked for a confirmation email to be resent to me and I have yet to receive one. I reached out to support twice and still no response, AMC does not have support via phone. I started outreaching June 8, 2023 as there is no refunds issued after the show date. We are now a day before the show and still no response.

  Business Response

  Date: 06/13/2023

  Hello there, thank you for sharing your concern. My apologies for the delay and disappointment. I was able to locate your concern online and it looks like we were able to get your confirmation email resent to you through email. Your confirmation number was also sent over to you. If you still do not receive your confirmation email, you can show your confirmation number to an employee at the theatre, and they will be able to pull this up for you. I am sorry for any inconvenience. 

  Customer Answer

  Date: 06/13/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: They reached out to me and reissued my ticket
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/09/2023

  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.

  To whom it may concern,
  
  Last night I unfortunately left my wallet in the theater located at AMC fashion valley 18. **** ****** ** *** ****** ** *****. When I noticed that it was missing, we came back immediately but the doors were close. We were the last people to walk out since we saw the last movie that was playing (Spider man multiverse starting at 9:45pm and we left around 12:30am). I went back today June 9, at 9:30am and I spoke with the manager and of this AMC and he retrieved my wallet but all my cash was missing, about 250 dollars and he assured me that the cleaning crew always returns wallets with all its belongings. No one returned that wallet but the cleaning crew. Therefore either the cleaning crew or the manager has taken the money from my wallet and I’m really disappointed that AMC associates are untrustworthy and corrupt.

  Business Response

  Date: 06/24/2023

  **** reached out to our Guest Services team on contact number 2************* The theatre team was unable to locate the cash and created an incident report regarding this matter. The guest had been offered the contact information for the janitor company. 

• Initial Complaint

  Date:06/06/2023

  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.

  On May 6, 2023 My husband and I went to AMC theatre to see a movie at 12:30p. Theatre 9. We purchase our usual popcorn and large drink combo with free refill. I am a stubs member. During movie I went to concession and refilled both; As I returned to my seat I had fallen several feet. I couldn't get up. My husband immediately came and lifted up. I was in some pain. All of the drink spilled all over my legs, the popcorn spilled. For me I was uncomfortable and I stayed til the end of movie. I informed my husband that I wanted to report the incident to a manager. The manager went with me and I showed her where we sat. She said no wonder. The isle in front of us was not connected with the isle we were in and caused the incident because I couldn't see due to the darkness.. On Sunday I went and had Xray taken of my foot to make sure it wasn't broken. I went to theatre and informed one of the managers. I haven't received no call. It's like I feel like there not caring about my incident or the fact that I customer got injured due to their negligence. I love going to the movies. They are not contacting me and now the hospital is asking me about a payment plan. I would of thought I would have received a call by now. I feel like somehow I am being ignored. This had never happened to me before. I didn't ask for a refund. All I wanted is for someone to file the claim and pay it. So disappointing. It won't deter me from going to the movies. It's a shame that someone doesn't have the concern to check on someone got injured in their theatre. The Hospital called the manager on duty and she didn't answer the phone. I called and the manager did not answer the phone.

  Business Response

  Date: 06/06/2023

  Hi there! I am so sorry to hear you had a poor experience at our Metropark Square 10 location. We have forwarded this information to the appropriate internal team. A member from our insurance team should reach out to the contact information provided as soon as they are able. If you need to follow up, you can contact our team at ************************************ 

• Initial Complaint

  Date:06/05/2023

  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 am a stubs premiere member ***************** on 6/4/23 my account was hacked and my email and password changed so I have no access. Then my stored credit card information was used to purchase tickets and concessions. The only customer service options are through ******* *** ********. I waited 3 hours on ******** messenger last night with no response. I need access to my account to stop further fraudulent transactions but have no way to speak to anyone to get this resolved. Today is 6/5 and still no reply on ******** messenger after they boast on their page they are very responsive to messages, which does not seem the case to me. After being a stubs premiere member for over 8 years I find this unacceptable.

  Customer Answer

  Date: 06/07/2023

  I heard from AMC today and the matter is resolved.

  
  

• Initial Complaint

  Date:06/02/2023

  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.

  My AMC account was hacked and payments that were saved were used on multiple ticket transactions. Luckily I was able to re-obtain my account and cancel most of the orders.
  
  The problem is the website was giving me an error and most transactions weren't canceled. Over a thousand dollars worth of unused tickets went in and I could not request a refund. This is unacceptable.
  
  I don't want to lose thousands of dollars because of an error on their end. I want a refund.
  
  Here is the list of transactions that need to be refunded:
  
  TICKET CONFIRMATION #: 0865541134
  TICKET CONFIRMATION #: 0507386337
  TICKET CONFIRMATION #: ********** ****** ************ ** ********** ****** ************ ** ********** ****** ************ ** ********** ****** ************ ** ********** ****** ************ ** **********
  
  All totaled to: $1,421.25

  Business Response

  Date: 06/02/2023

  Reached out to guest to advise that he contact is banking institution to dispute the charges.  Bank will be able to follow dispute and chargeback procedures for these transactions.

• Initial Complaint

  Date:05/31/2023

  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.

  Visited my local theater on Monday to see a movie with family and had the worst experience ever in an AMC location. The concession stand was out of.... everything except for drinks. There was no POPCORN. No candy. The entire premises was filthy and when we arrived at our theater, it was still closed for cleaning. We walked around for a bit and came back 5 minutes before our showtime and it was still closed. We walked in and there was no one there and the theater had not been cleaned. There was popcorn and debris everywhere. An employee finally came in to clean during the previews and rushed through to get back out of the way. On top of everything, the theater was uncomfortably warm and got stuffy once everyone had arrived. I have never had this happen at this location and it was bad enough that I will likely not be back for a while.

  Business Response

  Date: 06/01/2023

  Reaching out to guest directly via email to obtain ticket purchase information, so this concern can be addressed.

• Initial Complaint

  Date:05/30/2023

  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 purchased 4 tickets online only 3 people showed up I ask for money has soon as I reached the therater your manager told me to go get back in line which was long so I said I would just get it after the movie she said no very nasty . I proceed to the movie has I went to the movie I tripped on row G & wasted my popcorn . I told Heather your manger so someone could clean it up & ask if she could replace the popcorn she very nasty said no . Common courtesy would be to ask if you are all right she didn’t ask & didnt care . Wouldnt replace the popcorn & never got my refund for the 4 th no show ticket before the movie stared Just Abousuetly inconsiderate this person does belong in mManagermrnt

  Business Response

  Date: 05/31/2023

  Reaching out to guest via email to resolve this concern directly - offering a pass and popcorn voucher to make up for the poor experience.

• Initial Complaint

  Date:05/25/2023

  Type:Delivery 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 May 25, 2023 I made numerous attempts to purchase movie tickets on ******* and every time it said there was an error and I had to keep trying again. I realized after the third or fourth time of using my debit and then using Apple Pay that I was being charged each time the error occurred but did not receive tickets. I tried reaching out to their customer service but it’s a joke. There is no number to call and the only way to contact them is through email which I did and takes upto 4 business days for a response and ******** ********* which I also did and I’m told to wait 4 hours for a response.

  Business Response

  Date: 05/26/2023

  In reviewing transactions associated with this guest's AMC Stubs account, we were able to locate multiple attempted transactions.  These transactions were not completed - so no payments were processed. Any pending charges for these attempted purchases should drop off of the guest's account soon.