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:02/15/2023

  Type:Sales and Advertising 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 Valentines Day we drove the 45 minutes to the AMC in Bluefield to watch a movie that was listed on the website as currently showing and playing at 7:15pm. Once we arrived they said it had been removed from their theatre earlier that day. I didn't think I would have to call to verify if the movie was there if it was listed on their website with the location and showtime. People need to know that they should call ahead before buying tickets online or before assuming the website is correct.

  Business Response

  Date: 02/15/2023

  We reached out to this guest regarding their recent experience, apologizing for the scheduling issues.

  Customer Answer

  Date: 02/17/2023

  [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:02/15/2023

  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 purchased AMC stubs A-list membership for my spouse and me on 01/12/2023. I reserved a couple of tickets for my spouse and me at AMC The Parks Mall At Arlington 18 on 01/12/2023 for a movie at 8:00 pm.
  First of all, the screen was messed up and scattered please view the picture file that I could click as proof attached along with my complaint. We called up the staff who fixed the screen and offered tickets, which we denied. I let it go believing it was a one-time thing. In the following week, we reserve a couple of tickets to watch Black Panther: Wakanda Forever at AMC Palace 9 on 01/17/2023 at 7:15 pm, this time I face an issue with the orange screen at the corners throughout the movie, please see the picture that I was able to click as a proof along with this complaint. After getting back home I file a complaint (complaint number: *************) by visiting ************************************* and demanding a refund for the membership of me and my spouse. Moreover, I was not even able to cancel my membership for up to 3 months. I did not receive any response to that incident.
  On 01/25/2023 we planned to give it another shot and reserved yet another movie (Pathaan) at AMC Irving Mall 14 this time if the screen was fine the seats we reserved were messed up, and they won't recline we filed a complaint after the movie at the counter for which we had to wait almost 30 mins for the manager to arrive and provide us with reimbursement tickets.
  On 02/08/2023 I filed yet another complaint indicating to respond to my incidents and demand a refund while canceling my and my spouse's memberships. I did not receive any response from them as of now.
  As such I am reaching out to you (BBB) to aid me in obtaining a refund and canceling memberships for both my spouse and myself. The total amount for refund should be $86.4 and a confirmation that we won't be charged from next month onwards.

  Business Response

  Date: 02/15/2023

  We have reached out to the guest regarding the A-List membership and will be happy to cancel the membership and waive the remaining early termination fees.

  Customer Answer

  Date: 02/15/2023

  [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: I would like to get back the refund for the month of January and February for the poor experience that I faced. OfCourse, I expect you to cancel the remaining membership. I received a response from AMC entertainment immediately after reaching out to BBB, so I greatly appreciate your support at BBB. I will be replying to them with my spouse's AMC stub A list number. 
  
  Regards,
  
  ******** *****

  Business Response

  Date: 02/16/2023

  Guest was contacted via email communication. Both A-List accounts have been cancelled with the early termination fees waived as one-time courtesy due to the presentation experiences. A-List membership fees are not refundable, as detailed in the program's terms and conditions. As a one-time exception, our team was able to provide refunds on the most recent billings for both memberships. 

  Customer Answer

  Date: 02/22/2023

  [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: I never used facility for the month of February. I faced issues during the first month of membership as such I do not accept only early termination, I would rather want a full refund.
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/12/2023

  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 2/2/23, I attempted to purchase a ticked for A Man Called Otto at the AMC Concord Mills NC theater. The machine showed "processing" for quite some time. I called the ticket agent over who told me I should check my bank statement to see if I was charged. Finally, it appeared to cancel, so I went to another machine and purchased a ticket.
  
  I checked my credit card statement the next morning and I was charged $7.80 twice for the ticket. I contacted AMC with a copy of the ticket from the second machine - the first never printed one, obviously, along with a scan of my statement showing both charges. Both charges were for the same movie, the same time and the same seat number.
  
  AMC replied that the duplicate charge was showing up as pending on my statement, and that it should void off the statement.
  
  The next day, both charges were still on my statement - but neither was "pending". I had been charged for both tickets. I contacted them to be told that since the order was made at the theater, I need to visit the theater with the card, "find a manager" and fill out a form to request a refund. I do not drive and would need to hire an **** to do this. It would cost more than 4 times the amount of the ticket, so it is certainly not feasible.
  
  I then messaged AMC through ******** & was told that AMC could only find one charge and the duplicate charge should drop off my credit card in 3 days. After 3 days the charge was still showing, I contacted you again and was told that I would have to dispute the charge with my bank, and that my bank would turn it over to AMC who would then research it on their end.
  
  I have all supporting documentation - the valid ticket stub, the credit card statement, the emails and the ******** ********. I will dispute the charge with my credit card company and will also be contacting the Better Business Bureau.

  Business Response

  Date: 02/12/2023

  Reviewed details provided. Guest has been in contact with AMC Theatres through multiple channels regarding a duplicate charge of $7.80. Unfortunately, with the info given, the second charge couldn't be confirmed or found in AMC systems. Guest was advised to contact their card provider and dispute any additional unauthorized charges they're seeing on their statement. Typically, the card provider will issue a chargeback for any unauthorized charges they're seeing.    

  Customer Answer

  Date: 02/13/2023

  [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:  I did upload my receipt for one ticket to AMC along with the statement on my credit card showing both charges.  I also brought the situation to the ticket agent's attention as soon as it occured.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/01/2023

  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.

  In 2018 I had an A-list AMC membership and cancelled it. For some reason it was reinstated and has been charging for over a year without my knowledge or permission. I have reached out with multiple emails to the “contact” form and email. I literally didn’t even have the login to my account. I have not once used my membership or purchased a movie ticket. I want a refund, but they have made it impossible to get in contact with anyone. And without having the login to my own account that I never created I have not been able to resolve this issue and it’s honestly infuriating. This is the worst membership service and customer experience. I want my money back.

  Business Response

  Date: 01/29/2023

  We are not AMC theaters.

  Business Response

  Date: 02/02/2023

  This account was paused in March 2020, due to the pandemic. All AMC Stubs A-List members received a reactivation notice prior to unpausing all memberships on 7/1/21. We apologize that this communication was not seen, as it was not AMC's intention to conceal this information. Unfortunately, A-List billing charges are non-refundable. However, as a one-time courtesy, we have provided a refund for the most recent billing charge. Please allow this to process within 5 business days. The account in question is cancelled and will not be charged moving forward.

• Initial Complaint

  Date:01/31/2023

  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 was visiting NY (from TN) to see my eldest daughter who lives in NY and visit with 2nd daughter, coming from Tx. I purchased 3 tickets ($65.94) on 24 Dec for us to see Avatar -25 Dec @ 5pm to an AMC Theater -Majic Johnson. Unfortunately, due to SW flight issues the 2nd daughter's flight was going to be unexpectedly delayed, so I started a refund on 24 Dec ~809pm. I replied to the txt # "refund", then answered the 1st question and went about my evening. After I returned to TN, I reviewed my trip charges and noticed I did not have a refund. Went back to the text messages and noticed that there was an additional question in reference to the showtime. I had to start over with a refund to get through the process but I was told I was not able to get a refund. I submitted a request for help through the AMC email form on 30 Dec. Did not hear back. I sent another request on 16 Jan. No response. I filed a complaint with my credit card company. They responded today that they could not help; I'd have to go back thru the merchant/AMC. Also noting AMC states they have no record of me requesting a refund. This is not true. I found a # for AMC but the message states there is no phone support. I contacted AMC thru Facebook Msgr and initially they said someone would get back to me in 4 business days. I told him this was unacceptable and someone actually started responding to me, **. After all the re-explanation, ** offers three complimentary tickets, but says they can't refund the money. I explained I just want the refund I don't want complimentary tickets. He replied sorry to hear that you're disappointed for compliment tickets; we can't refund your money. I asked him again what is the real reason why they can't refund the money is it a financial or technical issue that prevents a refund. No response. This is unacceptable for a large company such as AMC, w/proof that I didn't see the movie and provided screenshots of my request to refund. Again, I just want my $65.94 back, ASAP.

  Business Response

  Date: 02/01/2023

  Upon review, documentation shows that guest attempted to refund tickets prior to showtime. A refund has been processed for this ticket purchase. Guest should receive an email with refund details shortly.

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau,

  I have reviewed the response made by the business in reference to complaint ID 18962480, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/30/2023

  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 went on the website to purchase two tickets for the movie House Party with my gift cards. I movie was for Friday January 13th, 2023 but my daughter ended up getting sick so I canceled the tickets online, with the understanding of receiving my money back to the gift cards. I waited a week and nothing has happened for me. So I called the ************ number only to speak with a rep that was very rude and not understanding, the only thing she would say is that there's no refunds. I truly don't understand how I can't get my money back on the gifts when it's my money. I wanted to use the gifts now for another movie. The rep also gave me another number ************ but that's a recording and nobody ever answers the phone. AMC has to do better with the way they treat their customers.

  Business Response

  Date: 02/14/2023

  Reviewed details provided by the guest. No order number or confirmation number was included in this report to look into the status of the guest's refund request. When possible, please reach out to the AMC Guest Services team through one of the support channels noted at: ***********************************. We'd be happy to look into this refund request further once we have these details. 

• Initial Complaint

  Date:01/27/2023

  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 received a gift card for this company for Christmas. I performed the actions required to access this gift card (take picture of QR code which lead to site. I was immediately informed that the reward (gift card) was successfully downloaded. I cannot locate it anywhere. I attempted to contact the company AMC Dreamscape, and nowhere could I find a way to call or email to find my gift card to use. I ended up driving to the local theater, seeking help from several employees, none of which were able to help. Not a one knew how to locate my reward. I have approximately $60 that I am unable to use that was purchased for me as a gift. It is ridiculous that there is no way to contact the company for help.

  Business Response

  Date: 01/28/2023

  My name is *****, and I am with the AMC Theatres Guest Services team.  We have been informed that you are having some trouble with a gift card that you received.  I would like to look into this further for you.  Could you please provide me with a picture of the front and back of the gift card that you received?

  
  Thank you!

• Initial Complaint

  Date:01/25/2023

  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.

  In December 2022, I checked my checking account and learned that there was a purchase made for AMC movie tickets for the amount of $15.00, and this was not done by me. The purchase time was after 11pm. I reported this to my bank, and then tried to contact AMC regarding this matter, and the only way to contact them is to go to their Facebook page, send a chat, and a robot responds to you.
  My reason for the complaint today is the fact that AMC is forcing me to save my debit card information in order for the "auto" renewal to take place, and I don't want to save my debit card information. I don't have my debit card information saved on any site I use for purchases or memberships, and I don't like being forced to do that with my AMC Stubs membership. I also don't understand why AMC wouldn't have live person communication available to handle these issues. It's not always about going to the movie theater to speak to a manager, just for them to send us to the website to have no success there, because everything is "FAQ". Who conducts business that way.
  My bank concluded that the purchase was indeed a fraudulent transaction and refunded my funds taken from my account.

  Business Response

  Date: 01/25/2023

  Guest has been removed from the auto-renewal program for our AMC Stubs loyalty program. Guest can log in to their account and remove payment information.

  Customer Answer

  Date: 01/27/2023

  [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:01/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three movie tickets for a screening at the MARPLE AMC THEATER on 1/14/2023 for the 7:15pm showing ("House Party"). At the start of the film, the theatre experienced a power outage and guaranteed movie-goers full refund for ticket purchases. I used my ***** *** to purchase all three tickets. I was told that a malfunction in the theater's kiosk machine would be unable to complete debit card/***** *** purchases and that refund could be issued online. I attempted the refund process but was unable to process the request, thus never receiving refund for any of the three tickets purchased.
  
  I have email confirmations of the purchases as well as confirmations of my submitted efforts to request a full refund. I am seeking a total refund of $51.84

  Business Response

  Date: 01/24/2023

  Reviewed details provided by guest. Reviewing orders see refunds have already been processed and guest provided confirmation at ****************************

  Business Response

  Date: 02/06/2023

  The theatre experienced a power outage that lasted a few minutes on 1/14/23 around 8pm. The 7:15pm showing would have been interrupted by this outage. This guest is eligible for a refund. To refund tickets from a past date that were paid through ***** ***, I can submit a refund request for the tickets. Requests due to power outages are usually approved, however it is a request and may be denied. The approval process may take up to ten business days. If approved, the refund may take up to 5 business days to go back to the card.
  
  
  Please let me know if anything else is needed.
  
  
  ***** ***
  
  
  **** ****** **************
  ******* *******
  *** ****** **
  *** * ***** ***** ************ ** *****
  ******* ***** ********
  ******* ***********************
  
  

• Initial Complaint

  Date:01/23/2023

  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 movie tickets for the movie "Avatar, The Way of Water" 4pm showing on 1/22/23. TICKET CONFIRMATION #**********. Our experience was HORRIFIC!!! There were a group of teenagers causing extreme disruption inside the theater where we couldn't even pay attention. They were talking loudly, making noises, riding a skateboard, going up and down the stairs, spreading popcorn all over, coming in through a door in the back, and running up/down the stairs, coming back in the same fashion. We sat in Row H-the last row of seats-and that's where all these teenagers (about 10 of them) chose to seat. I went outside to get the Manager twice about the situation. They were running down the stairs at the same time I was walking out to get the Manager. A few minutes later, they returned. I went back out to get the Manager for a 2nd time. The Manager and the staff expelled them from theater 9. As we were exiting the theater, I expressed my upsetment with the situation we had just experienced. They apologized. I understand it wasn't their fault. The entire staff was kind and courteous. However, the Manager should have offered to refund our money or give us vouchers for future showings. I paid almost $50 for two tickets to watch a movie we couldn't even watch in peace and to which I missed several parts as I had to go outside to get the staff to have the situation addressed. It was nearly impossible to pay attention to the movie because of all the disruptive behavior going on. This is completely unacceptable!!! AMC needs to have at least one police officer in the main area of the theater for situations like this. I tried contacting AMC via email, received attached incident email which is a dead end. I tried to reply to the email as it states on there and received the "Undeliverable" email. I tried calling Corporate, and again I was running around in circles and was unable to get in touch with anyone. I hereby demand a refund of my money!!! Thanks!

  Business Response

  Date: 01/24/2023

  Reviewed details provided by the guest. AMC Theatres policy is that we do not allow disruptions during the movie. When a disruption is reported to our theatre staff, we ask that they enter the theatre and observe, providing a warning if an individual or party is causing a disruption. If this disruption continues, the individual or party is asked to leave the theatre. We will review the policy with the theatre staff, so they can improve consistency of enforcement.

  While we're not able to provide a refund after the showtime, (2) Guest Passes have been issued to the guest's email address for a return theatre visit.  

  Customer Answer

  Date: 01/26/2023

  [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 staff and manager were notified not once but twice. The second time resulting in the removal of the teenagers. Unfortunately, it was towards the end of the movie and the experience was ruined. I received the vouchers and I will have to respectfully reject as they clearly state they are NOT for special showings like 3D Dolby which is what I paid for and what I’m requesting a refund for. I paid almost $50 for two movie tickets that we could barely watch due to disruptions. Kindly refund my $ ASAY. Thanks! 
  
  Regards,
  
  
  
  ****** **********

  Business Response

  Date: 01/27/2023

  The passes provided are able to be used for all our premium format auditoriums - including Dolby Cinema, AMC Prime, IMAX, etc - and can be used at any AMC Theatre.

  Customer Answer

  Date: 01/27/2023

  [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 provided "The passes provided are able to be used for all our premium format auditoriums - including Dolby Cinema, AMC Prime, IMAX, etc - and can be used at any AMC Theatre." as stated in their response. Thank you! 
  
  Regards,
  
  ****** **********