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 Theatres River Park Square 20

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

• 

  Amc 24

  565 N 3rd St Phoenix, AZ 85004

• 

  Amc 24

  4915 E. Ray Road Phoenix, AZ 85044

• 

  AMC Entertainment

  1647 South Stapely Dr. Mesa, AZ 85204

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:05/12/2023

  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 signed up for the AMC A-List because there was an AMC right across the street from me. On 04/16, I was charged for my AMC A-List. On 04/18, I received a notification that my AMC location had permanently closed. I asked for a refund as if I had known it was closing, I would have canceled my A-List, as I only got it because it was very convenient for me to go see multiple movies a week when it was across the street from me. I was told I could not get a refund and I could visit other AMC locations.

  Business Response

  Date: 05/15/2023

  Hello, 

  I apologize for the trouble and disappointment of your nearby location closing. While AMC Stubs A-List membership charges are typically non-refundable, I was able to make a one-time exception and refund your charge. You should see this within five business days. Your membership should not be charged going forward. Thank you!

• Initial Complaint

  Date:05/07/2023

  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.

  My wife and I are AMC stub members. We missed our 7:30pm showing last night because we forgot while we were at dinner with friends. I contacted AMC through ******** ********* and requested for my account to be credited back since we did not attend the movie. ******* the AMC agent denied me twice with no good reasoning. I have been credited back in the same situation in the past by another agent... it seems to me that ******* has no good reasoning and is malicious towards his customers when there's no reason not to credit me back since we missed our showing. It doesn't make sense. My wife and I are paying $28 a month each to be AMC stub members only to get treated like this.

  Business Response

  Date: 05/22/2023

  Tickets can be refunded before showtime, as noted on our website at **************************************************************************************

  Customer Answer

  Date: 05/22/2023

  [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:
  
  they said the tickets can be refunded before showtime.  I clearly explained my wife and reserved seats and missed the movie. They can call and confirm with the theater that we did not make it.  They refused to refund me out of malice for their own customers
  
  Regards,
  
  *** *********

  Business Response

  Date: 05/22/2023

  Per review of transaction, these tickets are showing as already printed at the theatre. We are not able to provide an after showtime refund for these tickets.

  Customer Answer

  Date: 05/22/2023

  [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: they don't want to refund me when I didnt even attend the showing.  Malicious and petty company.
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:05/04/2023

  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 movie tickets today and need a refund. I was told to contact them via Facebook messenger. I was told I would be reaching out to in about 4 hours. They are now closed and I cannot reach anyone to assist with my refund.

  Business Response

  Date: 05/04/2023

  Hello,

  This guest successfully submitted their report via social media team, and was assisted by a member of our social media team. A replacement pass for the voucher used in the original order is being provided. 

  Customer Answer

  Date: 05/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:04/26/2023

  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 Tuesday, April 25th, 2023, at 11pm EST, I was incredibly rudely treated by AMC Employees. Deciding I no longer want to be a patron, I attempted to delete my AMC Stubs Profile, my personal information as well as my credit card information, only to discover that is impossible to accomplish.
  The phone system traps you in a dead end loop and online instructions provide zero assistance. I told I cannot delete my credit card information and all attempts to reach an AMC representative prove to be futile.

  Business Response

  Date: 04/27/2023

  We're sorry to hear about an unpleasant experience you had. Our guests should expect friendly associates, and the behavior you have described does not reflect our values. We see you were able to remove your card information from your AMC Wallet. We have cancelled your AMC Stubs account. If you would like to clear all information from our database, you can email ******************************. 

• Initial Complaint

  Date:04/19/2023

  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.

  AMC canceled my gift card for expiring, when the back of the card states "card does not have an expiration date". My gift card is not that old.
  
  AMC makes you call a ***** ******* ** ************** that can only tell you verbally how to get a replacement gift card, but cannot email you instructions, show you where online replacement instructions are, or inform you how to complete anything online to receive a replacement gift card or lodge a complaint.
  
  The call center opens a "ticket" by recording all my personal information, however there is no ticket number created for me to add to the email I must send to get a replacement card. After all your personal information is recorded, you are told you must send a separate email with all the same personal information to ************************* to get a replacement card. The call center cannot help and is only there to record your personal information, which you must then rewrite when you email AMC directly for a replacement gift card.
  
  Basically you speak with a 3rd party call center to document your personal information for sale to marketers, just so you can receive the required email address needed to get a replacement card. You cannot receive the email unless you provide all your personal contact info to the 3rd party call center, which is not actually used in the process of getting a replacement gift card in any way.
  
  This was all just to get a replacement gift card for an expired gift card which states on the back "card does not have an expiration date".
  
  Pretty sure I'm now going to receive a bunch of SPAM from this 3rd party call center selling my info.
  
  This whole process is designed to force people to give up on gift cards AMC decided to cancel (when they don't expire?), and to document customers personal information for alternative use and sale.

  Business Response

  Date: 04/20/2023

  Our apologies for any discomfort that the 3rd party provider may have caused. Gift cards starting with 6006 were frozen to protect the value left on the card from potential fraudulent use/duplication. If images were sent to *************************, your request will be handled by the appropriate parties.
  
  AMC uses a 3rd party vendor to assist in selling and distributing gift cards to be used at AMC theatres across the country. If you are ever in need of assistance, feel free to reach out at ****************************

  Customer Answer

  Date: 04/20/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: You are still forcing me to give my personal information to a 3rd party company which can then sell it to marketers, all so that I am able to acquire the email address needed to get a giftcard replaced that should never have been frozen in the first place. Your website should have a link on it which clearly states why you have frozen these gift cards, and the action necessary for it to be resolved. Forcing me to go through a 3rd party data collector for information harvesting and sale, while fully knowing they can do NOTHING to resolve the problem, is not an acceptable way to resolve an issue your company has created. Emailing my private information to AMC to receive a replacement gift card should be more than enough, and even then that information should not be harvested for sale or marketing purposes and should only be used for the specified reason of replacing the gift card. Using this information for anything else is unethical, as you have not informed me of the intended use verbally or in writing before requiring the information. 
  
  
  
  ********
  
  **** *****

  Business Response

  Date: 04/26/2023

  The email address provided, *************************, is the email address for our internal Gift Card Services department, not a 3rd party vendor. If you email images of the front and back of the gift card to this email address, a representative from our Gift Card Services team will be able to review and assist with emailing out a replacement e-gift card to you directly.

  Customer Answer

  Date: 04/26/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  

  You simply restated what I already mentioned. Why is this email address not provided anywhere else except if you provide your personal information to a 3rd party for sale?

  You are intentionally telling customer to call a 3rd party call center for gift card replacement, fully knowing this call center is strickly there to collect customer personal information and is not related to the actual gift card replacement in any way.

  Forcing customers into providing their data for sale by 3rd party, just to recieve the email address they actually need to replace their gift cards (which were canceled without notice or reason provided in a public manner) is a deceitful practice that does not meet customer expectations and should definitely be a red flag to the BBB.

  It is clear your vague responses will never address or acknowledge that you are indeed data harvesting through deceitful means, so there is not much reason left to engage in this interaction.

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

• Initial Complaint

  Date:04/19/2023

  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.

  I am an À list member which means I pay $25 monthly for the perks of movie watching. On today 4/10/23 i purchase 4 tickets for myself and my children to watch Super Mario bros. Along with 4 kid pack combos. I spent $56.13 in total. I arrived at the theater at 8:17pm and the doors were locked. I knocked on the glass and the employees just looked at me and turned their backs. NO ONE came to the door to explain to me the reason why the doors were locked and I’m standing outside with my children. I then called the theatre and the manager ***** explained that he locks the doors at 15 minutes after the last movie. Now…I am an A list member if you check my account I have visited the theatre MANY times past the 15 minute last showtime mark. I have been to the movies MULTIPLE times a week and I know that there are approx 25-28 minutes of previews before the movie actually begins. There was absolutely no reason why me and my children were left outside with no explanation when I am an A List member AND after spending over $56 for tickets and snacks. I want the manager Issiac reprimanded for his lack of respect and empathy and his refusal to allow an A list member and her children to see the movie. I worked this Easter weekend and this was the only time I could come as I was not off until 8:00pm. I live 13 minutes from the theatre (you can GPS it) and I was only a few minutes past 8:15 this is ridiculous in the highest form as the doors should NOT be locked until the movie actually starts (approx 8:25-828pm) to give customer like me who work late enough time to get there without having to speed or run red lights.

  Business Response

  Date: 04/19/2023

  Hello,

  I am sorry for this misunderstanding. It is AMC Policy that we lock the doors 15 minutes after the last movie starts due to safety concerns. What we can do is that we can offer a refund for the tickets and the concessions purchased since the individual and their children did not get to see the movie.

   

  Thank you,

  Business Response

  Date: 04/20/2023

  I'm sorry to hear about your visit to our Decatur 10 location. Our guests should expect friendly service, and I can understand your frustrations. AMC Theatres holds a high standard regarding our guest experience, and I am sorry this was not met. It is currently AMC Theatres' policy to close doors 15 minutes after the last show time as a security procedure. Please know that I have noted your concern for the proper parties to review. Your feedback is important to us, and we take steps to track and take into consideration all guest feedback when making decisions about operations and procedures.
  
  I was able to request the refunds for your tickets and concession orders placed online. Please allow up to 5 business days for this to process. Should you have any future concerns, please do not hesitate to reach out and a member of our team will be happy to help.

  Customer Answer

  Date: 04/23/2023

  *** ****** *** *** *** ******* ** **** *** ***** ****** *** **** ***** ******* *** **************** **** ***** ******** * *** ******* ** ** ** ****** ****** *** **** * ****** ** *** *********** *** ******* *** *** ********* **** ** ** ************ ** *** **** **** ** *** ***** ** **** **** ** *********** * *** ** **** *** ****** 
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/15/2023

  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.

  They advertise that getting stubs benefits only requires your email and demographic info, then after you input those details they then tell you they require payment as well. It is false advertising and a consumer rights violation

  Business Response

  Date: 04/16/2023

  Reviewed details provided by the guest. There seems to be some confusion on AMC Stubs and the different levels of service. More info on AMC Stubs is available at: ************************************. We currently see this guest is an AMC Stubs Insider, our free level of service. No payment is required to use AMC Stubs Insider on our website or app.  

• Initial Complaint

  Date:04/12/2023

  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 the theater to watch a movie on 4/5 to watch mario brothers. We waited 40 minutes for the movie to start and finally left the Pekin, Illinois theater. We even found a hair in our popcorn. 7 of us and 30 dollars in concessions.

  Business Response

  Date: 04/13/2023

  I would also be disappointed and understand your frustrations with your recent visit to our Pekin 14 location. Our guests should expect high quality concession items, as well as timely presentations. AMC Theatres holds a high standard regarding our guest experience, and I am sorry this was not met. We can definitely do better, and I’m working with the right teams to make sure this doesn’t happen again. We have requested additional information via email for resolving your concern. Please provide the requested documents to our email correspondence for further review. Thank you. 

  Customer Answer

  Date: 04/13/2023

  [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:
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/18/2023

  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.

  I purchased tickets to watch Creed 3, and used a gift card that was provided to me. At the time, the tickets came out to $32, $2 more than the gift card balance, so I put my credit card information to pay the difference. I came to find out that the $30 balance was not applied, and my credit card was charged. I reached out via phone, but your system says that we do not have the ability to speak to customer service via the phone and can only submit our complaints online. I did that, and chose not to go to the movie until this gets resolved. That being said, I would like the $32 that was charged to my card to be refunded immediately. I have attached the ticket confirmation I received.

  Business Response

  Date: 03/19/2023

  Reviewed details provided by the guest. Our apologies the guest's preferred payment method was not used on the order. If guests accidentally use the wrong payment method on an order, all guests have the option to refund the order prior to the showtime. This can be done by following the "Request a Refund" link in the order confirmation email or by visiting our site at: ************************************************************** Unfortunately, the option to refund is not available after the showtime and we're not able to retroactively change the payment method used. 

  Customer Answer

  Date: 03/31/2023

  [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: ********
  
  This has nothing to do with choosing the wrong form of payment. The correct form of payment was made (AMC gift card), however, your platform took the entire transaction from my credit card rather than deducting the $30 from the gift card and the remaining balance ($2) from my credit credit. Once again, I'm entitled to a refund and would appreciate it given all the business I have given AMC. I plan to continue to submit BBB complaints until this matter is resolved.

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

• Initial Complaint

  Date:03/07/2023

  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.

  1. I had a black AMC gift card and was told that I had to pay an additional fee to see a film. I selected an assigned seat. This information wasn't clear when i received the black gift certificate. I paid the additional fee and proceeded to leave the theater.
  
  2. On my way out, I asked an employee about the 3D glasses on display. In the middle of our conversation, the manager, ********* came up to us and started yelling, at me, in front of multiple customers and complete strangers-- that I was bothering her employee. The manager repeatedly yelled and claimed that I was bothering her staff. I complained via email, and my concerns were ignored.
  
  3. When I went to the movie, my seat seats were taken by some unruly teens. The teens snuck into the theater and took multiple seats and disrupted the entire film by talking loud, shouting, acting belligerent, constantly standing up and moving from seats to seats and sitting in assigned seats.
  
  4. I reached out to AMC to complain and ask for a refund. My response for a refund was ignored.

  Business Response

  Date: 03/07/2023

  Guest has already been in contact with AMC Theatres. Incident # ************* for reference. We're happy to continue any further communication with the guest through the direct contacts they've already made with us.  

  Customer Answer

  Date: 03/07/2023

  [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 ignored my refund request and I have not had any meaningful dialogue with the representatives. My concerns are ignored and I want a refund. I also want complimentary movie passes to go to another movie location. 
  
  Regards,
  
  ***** *****