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

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  AMC Entertainment

  1647 South Stapely Dr. Mesa, AZ 85204

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  AMC Entertainment

  1683 Whittlesey Rd Columbus, GA 31904-3645

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  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:11/14/2022

  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 3 tickets to see the 10:30am showing of black panther this morning. When we arrived at the theater AMC *** ***** ****** ** in the Bronx New York we were told that all systems were down and no movies would be playing. The employee who said she was a manager named ******* was extremely rude and unprofessional. I asked about a refund and she said that since my tickets were purchased online I would receive an email from AMC but was also giving out vouchers to others she was also letting other groups of people in after telling us that no movies were showing at all. She was also extremely rude unknowledgeable and unhelpful. This was the worst movie theater experience I’ve ever had and we did not get to see the movie and did not receive a refund for the tickets. I want my money back. I want a refund.

  Business Response

  Date: 11/15/2022

  Thank you for reaching out with your concerns and bringing this to our attention. I would also be disappointed if I had an experience like what you described and understand your frustrations with how this was handled by the management at our Bay Plaza location. 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. I was unable to locate a ticket order associated with the information provided. Please provide the order confirmation number so we may proceed with a refund.

• Initial Complaint

  Date:11/14/2022

  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 spent $43.12 on online tickets for a movie that was suppose to be shown at 2:30 when I arrived with my family the line was so long it extended with only one ticket worker at the window as we waited we missed the showing when my family and I reached the front we notified the worker that we missed the showing due to the long line could we get the next possible viewing and the lady said no we should just request a refund when the viewing was at 3:15 very close to the one we missed.

  Business Response

  Date: 11/15/2022

  Thank you for reaching out with your concerns and bringing this to our attention. I would also be disappointed if I had an experience like what you described and understand your frustrations with how this was handled at the box office of our ********* ***** ** location. 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. I was able to request this refund for you. Please allow 3-5 business days for this to process. A refund receipt was also sent to the email address associated with the order. I'm sorry again!

  Customer Answer

  Date: 11/15/2022

  [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,
  
  
  
  ****** ******
  
  

   

   

  this was my birth day weekend, I was so disappointed, call if you need more information **********

• Initial Complaint

  Date:11/13/2022

  Type:Delivery 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.

  This has happened to me before with AMC. On November 8, 2022, I purchased a $50 AMC gift card and was to receive a $10 in Bonus Bucks. Just like last time, there is no evidence in my AMC account that I have received that $10 Bonus Buck. It seems to me this should be something that happens automatically without a complaint having to be filed.

  Business Response

  Date: 11/29/2022

  Reviewed Details provided by the guest. Reviewing guest's AMC Stubs account see a $10 bonus reward was added to the account on 11/14/22. The total active rewards on an AMC Stubs account can be viewed from the MyAMC - Rewards section of your account once logged in. 

  Customer Answer

  Date: 11/29/2022

  [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:11/12/2022

  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 was charged twice for online tickets. No one will answer the phone. The online system does not have an option or phone number. I have spent four hours trying to resolve this.

  Business Response

  Date: 11/26/2022

  We have reached out to the guest directly by email to try and locate the double charge and assist the guest.

• Initial Complaint

  Date:11/07/2022

  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 have been sending emails over the past year re missing points on my AMC Stubbs card. I finally went on my laptop to search though the AMC Facebook page. I don't have a smart phone. I sent a few messages and was shocked by the replies. My attendance at cinemas has been limited in the past two years because of Covid, which is still on. I have underlying health conditions, such as asthma, so I have to be careful. Apart from being vaccinated and wearing a mask, there isn't much I can do. My complaint has to do with the AMC Stubbs Rewards, which seems fraudulent. Evey time I go to the cinema, I ask about my points and rewards. Every time AMC employees tell me that I don't have any awards. Last year I was told that $5 was pending, but no rewards. The rep who wrote back on Facebook today said I had points converted to a $15 reward last year that expired this year. This contradicts what your AMC employees told me at the cinema. I have been waiting for these rewards to be applied so I can use them. This rep called me a liar and said he wouldn't add the $15 certificate. I told him that this was dishonest and unfair and that I would boycott AMC until this matter is resolved. Regal treats its' customers much better. They would apologise and add the $15 certificate. Below are some of my recent visits. Others are missing. So you can see - I have gone to the cinema during this time.
  And I am close to a new $5.00 certificate and I never got the $15.00 certificate. This must be resolved or I will boycott AMC and file a complaint. I would like to get this matter resolved ASAP. Now they owe me $20 credit.
  
  
  I am asking you to help me get my $15 reward certificate that I have earned and have been denied. The reps at AMC Stubbs need to improve their customer service behaviour and attitude.
  ******* **** 
  Membership number - ******************* ****** ******************** *******************

  Business Response

  Date: 11/22/2022

  Reviewed details provided by the guest. Guest's AMC Stubs account shows two different expired rewards on the account. Rewards are no longer valid and cannot be redeemed or replaced once expired.  

  09/01/2021 - $10 reward expired 

  02/25/2022 - $15 reward expired

  As noted on our site at: ******************************************************************************************************* 

  Rewards are valid for 270 days after activation. Now you choose when to use your rewards. Apply them online or tell the crew member at your favorite theatre when you have activated rewards you want to apply. Note that Bonus rewards earned will have their own expiration date pending promotion. These dates will be listed along with the reward on you Rewards page in My AMC.

  Additional details on this are also available at: *********************************************************

  Rewards have no cash value. All points earned rewards are valid for 270 days from date of issuance at which time they will expire. Bonus reward expirations vary and expiration date will be posted along with offer. A Member may redeem their earned and unexpired rewards online at ****************

  Customer Answer

  Date: 11/22/2022

  [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 was neve given these rewards.  Everytime I went to my local AMC CInema in RVC - they said I had no rewards.,  How can I use what I never had?  I want the rewards I never had.,Can I sue them?  Very poor custome servixce,  AMC employees said I had no rewads.  So I'm missing $25 plus another $5 pending.  How do I get these rewards I never had.

    Regards,     ******* ****

  Business Response

  Date: 11/23/2022

  Per the Terms and Conditions of the AMC Stubs program, located on our website at ********************************************************** "Once activated, the $5 virtual reward will appear in the Member’s account. Rewards have no cash value. All points earned rewards are valid for 270 days from date of issuance at which time they will expire."  As previously referenced, the guest's rewards expired and cannot be reactivated.

• Initial Complaint

  Date:11/05/2022

  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.

  Order number: ********* Order Date: 11/1/2022
  An order for 9 tickets was accepted by AMC Classic theater in ***** ******. Five days later I learn that the theater is permanently closed. I learned this on my own through a freind - not from AMC theater.
  When I applied for a refund, the online statement was that the "convenience fee" would not be refunded.
  AMC accepted my order knowing full well that that theater would not be open and yet they accepted my order. This iwas a fraudulent transaction. On top of this they do not provide any way of contacting them directly. Their website takes you in circles between common questions and no resolutions and nowhere to leave a comment or to communicate with them.
  I expect a full refund, not the partial refund they offered.
  Thank you,
  **** *****
  Here is a copy of the original transaction:
  
  Your Order Details
  
  It's a movie night!
  Get ready for some movie magic.
  
  Order Number: ********* 
  Order Date: 11/1/2022
  
  Total Amount: $144.61

  Business Response

  Date: 11/05/2022

  We have reached out to the guest directly to inform them that the remainder of their order has been refunded.  They should see the refund reflected on their account within 3-5 business days.  
  
  Hi ****, 
  
  My name is *****, and I am with the AMC Theatres Guest Services team.  I am reaching out to inform you that the remainder of your order to *** ****** ****** * has been refunded.  You should see this refund reflected on your account within 3-5 business days.  My apologies for any disappointment.  We were in the process of refunding and notifying owners of orders to this location when this order was refunded.  I am sorry for any delay in receiving this or the remainder of your refund.  

  Customer Answer

  Date: 11/06/2022

  [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.
  
  

  HOWEVER, I WISH TO KEEP THE COMPLAINT OPEN UNTIL I SEE THE REFUND IN MY ACCOUNT.

   

  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:11/02/2022

  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.

  This complaint is about AMC theatres who charges me 26.60 X 2 = $53.20 for my wife and myself a month for up to three movies a week . Sounds like a nice deal if it works .Well it doesn't .I don t know how my wifes email address information all of a sudden its not correct .We cant login to the account to make movie reservations .You call customer service and corporate and they tell you there is no telephone customer service .You send emails with no response .I have a problem with their product but they make it impossible to contact them .Straighten out the problem so we login to the account or cancel accounts with a refund

  Business Response

  Date: 11/02/2022

  We have reached out to the guest to assist with resetting password for accounts and obtaining access to accounts.

  Customer Answer

  Date: 11/04/2022

  [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:10/30/2022

  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 my ticketing online and ordered/paid for food in advance to be brought to me by the concession people. I viewed ******** **** on Sunday oct. 30 at the AMC ******** ********* ** theater at 3pm showing. It was to be brought to me in my seat at 2:50. I NEVER RECEIVED MY FOOD! No one was even scanning tickets at the door and no one was helpful! I want my food purchase refunded. I will never go to an AMC Theater again! Proof of of my ticket and food order are attached.

  Business Response

  Date: 11/15/2022

  Hello and my apologies for the delay in responding to your concern. I'm sorry to hear that your concession order was not delivered to your seat, as advertised. I have processed a refund for these food items. Please allow 3-5 business days for these funds to appear back to the original form of payment. A refund receipt was also sent to the email address associated with the order. 

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday 10/29/22 at 10:14AM, I purchased two movie tickets online for a showing on 10/31/2022. I was never sent any confirmation email nor tickets. When I reached out to AMC, they claimed I had not purchased any tickets then stated I purchased them with a different email address. When I disputed that, the customer service rep said the account they were looking at was for a different movie at a different time and had nothing to do with me not receiving my tickets. I requested a refund, and provided a myriad of personal information including almost my entire credit card number to the customer service rep at their request. The customer service rep then refused to issue a refund and claimed that AMC had not charged my card despite the fact I had sent screenshots showing they did. This company is STEALING money from people and this is not acceptable.

• Initial Complaint

  Date:10/25/2022

  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.

  After pausing due to the shut down, AMC resumed charging me on a monthly basis for their A-list service without my consent or knowledge. They proceeded to charge me for over a year for a total of almost $400. This is after I had called during the shut down to make sure that my service was not going to automatically reactivate. At that time I wanted to cancel, but the representative assured me that I did not need to cancel, and it would not resume automatically. The representative assured me that I would be contacted, and have to opt in before I would be charged again. This was clearly untrue and he just said whatever he had to in order to keep me enrolled. Apparently they sene one email informing people the charges would resume but I sustained a spinal cord injury That’s distracted me from checking my email or bank statement closely for some time. When I discovered this discrepancy and the fact that I have been being charged for a service that I had not used nor intended to use without my consent. I contacted AMC to discuss this matter, and it was simply told that “refunds are not possible” for A-list memberships. This policy is not acceptable to me and charging people on a monthly basis without getting Consent is a sneaky and nefarious practice and just plain bad business. This practice takes advantage of people during a stressful time. Even after explaining my situation, AMC refused to offer me a refund of any kind. This huge corporation is not making enough money so they have to take advantage of people with disabilities? &400 is a lot of money for me and it is a drop in the bucket for them. This is simply not right and it is disgusting and despicable. I used to really enjoy going to the movies at AMC and I was a loyal patron. I cannot in good conscience continue to patronize their establishments as I am extremely disappointed with their lack of consideration and common human decency.

  Business Response

  Date: 10/26/2022

  We are very sorry for any confusion caused by the reactivation of the guest's AMC Stubs A-List membership. All A-List members received a reactivation notice prior to unpausing all memberships on 7/1/21. We apologize that the guest did not see this communication, as it was not AMC's intention to conceal this information. Unfortunately, A-List billing charges are non-refundable.