Business Profile

Family Entertainment

AMC Entertainment

Headquarters

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Complaints

This profile includes complaints for AMC Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

309 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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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:05/21/2025
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 am writing to lodge a formal complaint regarding the unacceptable delay and lack of resolution surrounding the freeze of my AMC Entertainment VISA credit card account.

I opened my account in February 2025. On or around March 4, 2025, I was notified that the Fraud Team had placed a hold on my account for a "specialized concern." I complied promptly with their request for documentation and submitted two months of bank statements on March 6, 2025.

I confirmed with floor supervisor **** on March 12, 2025, that the Fraud Team had successfully received the required documents.

Today is May 21, 2025—more than two months later—and I still do not have access to my account, despite making on-time payments and fully complying with your verification process. No updates, no resolution, and no communication since. This is unprofessional, negligent, and harmful to my financial stability and credit utilization.

Let me be clear: this matter is now beyond delay—it is becoming deliberate obstruction. I am requesting the immediate reinstatement of access to my account, or a formal written explanation detailing the cause and timeline for full resolution. Continued silence will be considered a failure of duty of care and good faith by your institution.
Business Response
Date: 05/22/2025
Hi there,

Thank you for reaching out! I am afraid that we do not have access to any guests VISA account on our end. This would all be handled through our credit card servicer Deserve. We have contacted the guest on Incident # ************* to assist them with the contact information for Deserve.
Customer Answer
Date: 05/22/2025

Complaint: ********

I am rejecting this response because:

The company should simply forward the complaint to the appropriate chain of title.

Sincerely,

****** *******
Business Response
Date: 05/22/2025
We do not have access to any AMC Visa information on our end and due to the security steps when accessing an account and verifying information, they would need to contact the company that services the credit card, which is Deserve. This guest was contacted via Incident # *************.
Initial Complaint
Date:05/20/2025
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 am not liable for this debt with AMC/DESERVE/CELTIC, I do not have a contract with AMC/DESERVE/CELTIC, they did not provide me with the original contract as I Requested.
Business Response
Date: 05/22/2025
Hi there,

This guest has been contacted via Incident * *************. We would have no direct access to their credit card account. However, they have been directed to our credit card servicer, Deserve, for more information.
Customer Answer
Date: 05/22/2025
I spoke with 2 supervisors yesterday on 05/21/25. They both stated to me this would be removed from my credit report within 24-48 hours nothing has changed on my credit reports. Company doesn't have a fraudulent department so this fraud account has been able to just sit on my credit reports knowing I never owned an AMC CARD.
Business Response
Date: 05/22/2025
This guest has already been contacted via Incident * ************* and provided with the contact information for Deserve, who runs and operates the AMC Visa.
Customer Answer
Date: 05/23/2025

Complaint: ********

I am rejecting this response because: it did not fix the Fraudulent Account.

Sincerely,

******** *****
Customer Answer
Date: 05/27/2025
the business states that i do not have an account with them but its reporting falsely on all 3 of my credit profiles. i have submitted a cfpb complaint and bbb complaint and attorney general of Oregon complaint. this account needs to be removed from all 3 credit companies immediate.
Initial Complaint
Date:05/12/2025
Type:Facilities 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 at the theater at **** ******* ***, Marina del Rey, CA 90292. I was in theater 3, seat h12, on Sunday 5/11/25 with my family watching Thunderbolts. The seat I was in was broken and had a huge 4/5 inch gap and I had a hard time sitting properly. Even now my arm hurts. I contacted Stephen at AMC customer service and he couldn't do anything, then I talked to the manager at that location, named ****** and she said if there was an issue I should of told them
yesterday when I left, but we were rushing off to a reserved Mother's Day lunch, we should be refunded for all
Tickets since this whole experience was uncomfortable and they are putting customer's safety at risk because the chairs are about to fall apart
Business Response
Date: 05/12/2025
Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance via email.
Initial Complaint
Date:05/11/2025
Type:Facilities 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.
Subject: Complaint Regarding Unsatisfactory Movie Experience - Sinners - May 3, 2025
Dear AMC Theatres Customer Service,
I am writing to express my extreme dissatisfaction with my recent movie viewing experience at one of your locations on May 3, 2025. I attended a showing of the movie "Sinners" and the experience was far below the standard I expect from AMC Theatres and certainly not worth the money I paid.
Firstly, the visual presentation of the film was severely flawed. Throughout the entirety of "Sinners," the picture was noticeably blurry and excessively dark. This significantly detracted from my ability to enjoy the movie and made it difficult to discern details on screen.
Secondly, the condition of the theatre itself was unacceptable. The seats were, frankly, filthy. They were covered in what appeared to be old spills and general grime, making for a very unpleasant and unhygienic seating environment.
Finally, there was a persistent and unpleasant odor within the theatre. The bad smell permeated the air and further contributed to a negative and uncomfortable experience.
Given the substandard conditions of the theatre and the poor quality of the movie presentation, I feel that the price of admission was entirely unjustified. I expect a certain level of cleanliness and a clear, properly projected film when I pay to see a movie at your establishment. My recent visit failed to meet even the most basic of these expectations.
Therefore, I request a full refund for the tickets purchased for the "Sinners" showing on May 3, 2025. I hope you will take my complaint seriously and take the necessary steps to address these issues to ensure that other patrons do not have similar negative experiences.
I look forward to your prompt response and a resolution to this matter.
Business Response
Date: 05/12/2025
We will be reaching out to this guest via email to review and resolve this guest's concerns with their presentation.
Initial Complaint
Date:05/06/2025
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 visited your AMC fountains ******** Texas location 5-6-2025 for 11:05am screening of thunderbolts. During the trailers the audio was not working. 30 minutes after the showtime I had to speak with a manager by the name of ******. She was in the theater but failed to provide the audience any kind of update. This theater has had several operating issues in the past. The level of management and experience here is unacceptable. I need to know if this is going to be corrected. I also need a refund as the show was cancelled approximately 45 minutes after the schedule showtime. Please advise asap.
Business Response
Date: 05/07/2025
Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance. Incident ************* for reference, if needed.
Initial Complaint
Date:04/28/2025
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 a private theater rental showing minecraft moving on 4/10/25 for my sons 8th birthday with his friends and family. We received 2 confirmations and paid in full on 4/10/25. The second confirmation as attached showed an email just hours before arrival. upon arrival, we were told the theater is full and they don't know what happened. they offered us vouchers and some popcorn while all the disappointed children and families waiting in a small room. The refunded my money but that does not make up for my son crying on his birthday due to their neglect. AMC should have told the patrons that purchased tickets they made an error and should have showed the movie as promised. instead embarrassed and extremely disapointed and angry, i needed to tell all of the guests to leave while the managers vanished. all of the guests planned, bought gifts and were all turned away with vouchers without even an apology or the movie i paid for weeks earlier.
Business Response
Date: 04/29/2025
Our apologies for the poor experience. In review, guest was provided with a full refund for her original ticket purchase. Guest was also provided with 30 passes, along with Free Popcorn and Free Drink vouchers to visit at another time. (A $400+ value in addition to the original refund.)
Business Response
Date: 04/30/2025
Reviewed details provided. The theatre team provided the guest with a full refund, 30 movie passes along with Free Popcorn and Free Drink vouchers, and additional 25 complimentary kids' packs. Theatre team also apologized to the guests for the inconvenience. Guest's feedback has also been noted, so this can be reviewed by the appropriate teams to make improvements moving forward.
Customer Answer
Date: 05/02/2025

Complaint: ********

I am rejecting this response because: Corporate does not seem to understand. I received confirmation just a couple hours prior to arrival the theater that I paid for weeks ago was ready for me and my guests. I arrived and they sold out my theater that had been paid in full for weeks. Management decided I needed to tell all my guest they made the mistake instead of them owning their mistakes. All my guest received passes to come back. Basically they got passes to see a movie at another time that they were already going to see for free that day. They were not fairly compensated since they took time out of their day only to get passes to come back another day. They did not receive any apology for the time waste and disappointment from any theater staff. If you have children, you may understand that they ask daily when their birthday is. He was crying with disappointment because his birthday was a failure and all of his friends and parents were disappointed and upset! How does free passes make up for this?? And lastly, I was refunded the costs for not providing services paid for weeks earlier. The passes do not fairly compensate my son, our guests, and my family!

Sincerely,

*********** *******
Initial Complaint
Date:04/27/2025
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.
It’s April 27th on a Sunday and I was gonna plan to go see Sinners with my mom and sister. I go online to purchase the tickets, showing my sister so we can pick the seats and everything. We purchase the tickets at 6:40pm for the movie SINNERS at 7:50PM. I then check over everything to make sure it’s all good and everything looks right. It says Sinners, three tickets, and at 7:50. So we’re all getting ready and at like 7:30pm I go to check my email and the movie we paid for switches to The Account 2. I’ve never heard of that, never had any intentions of seeing it. So i’m like “hey, the movie switched, what’s up with that?” in my head. So I go to get a refund but the movie is already started and apparently they don’t allow refunds after starting time. So we’re still at the house by this time and we drive up to the theaters to see if we can get it situated. The man behind guest services, ( I don’t know his name ), said that it’s a corporate thing and that he couldn’t do anything. So we’re all irritated and drive back home to figure things out. I’m calling all phone numbers trying to make something work but apparently this multi-billion dollar company can’t afford a phone line built for refunds? So i’m calling guest services the same guy from the theaters answers and he was like “yea, you just came in and we can’t do anything.” so I said “Can you give me the number of someone who can?”. He said “Yea, of course.”, then proceeded to give me the number to a computer information company, which is highly disrespectful, especially since I was being so patient and respectful. So he connects me to the wrong line and won’t answer when I tried calling back. I think this whole thing is so messed up and i just wanted a refund cause we didn’t even get to see the movie.
Business Response
Date: 04/28/2025
We apologize for the schedule change that occurred at the theatre, resulting in the original presentation being switched to another title. We have processed a full refund for this online ticket purchase. The guest should receive an email with refund transaction details shortly.
Initial Complaint
Date:04/24/2025
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 3/7/25 I purchased tickets for an AMC Brick movie. I used an AMEX gift card to make the purchase. When I got to the location I went into the theater to only see no one in the movie. I looked for someone to help me, they apologized that the movie would not be shown. I asked for my money back but they could not do the refund. The only way to contact AMC is through Facebook. I have been trying to get my refund for over a month now to no avail. First they told me they were refunded my AMEX gift card. After 2 weeks I went back to say that never happened-they apologized and said they were mailing me a check for the refund. Still no check...Can't call anyone they don't have that option...I just want my money back
Business Response
Date: 04/28/2025
Per review with Accounting Department, reimbursement check ******** was issued and mailed out on 4/10/25.
Initial Complaint
Date:04/21/2025
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.
purchased 10 tickets for sinners in laser for my family at amc25 times sq nyc and i just to see an error on the amc app and the tickets not loading. I looked at the main site and the show disappeared no one answered the phone at the theater so i went down in person the day before the show and spoke to 3 people all whom had no idea what happened except to say the show was cancelled. So i asked was anyone going to email the customers? answer was no. so i was gonna come here tomorrow with my family to not have a show to see? The "manager"or atleast thats what i was told they were wasnt of much help. i asked what happened to the show all i get is "it wasnt us" its your company take ownership of the customers problem. literally tells me she wont give me passes to go somewhere else, basically said to choose from whats available which when you look at the shows all the theaters were much smaller. I have been a share holder of this company and a stubs member for over a decade im going to switch and go to regal. I have had it with the bad customer service the failure to take ownership and the lack of knowledge of the employees. How does a show get cancelled and no one knows why ? If i came that day with my family then what complete embarrassment but who cares right?i spend over 6000 a year on movie tickets food and drinks every year now i will take that business elsewhere and i will let others know as well.
Business Response
Date: 04/22/2025
We are reaching out to this guest via email and providing a refund for the original online ticket purchase. Original showtime was cancelled due to a scheduling issue.
Customer Answer
Date: 04/24/2025

Complaint: ********

I am rejecting this response because:

This is not the 1st time this has happened and you canceled a show without alerting the ticket buyers or refunding their money when it was cancelled

Sincerely,

***** ********
Business Response
Date: 04/25/2025
Guest Services team reached out to the guest on 4/22/2025. A full refund was issued on 4/22, and guest was informed to allow 5 business days for the refund to reflect. Guest was apologized to for the disappointment and frustration caused. They were informed their feedback has been noted for the appropriate teams to review and make improvements moving forward. Incident ************* for reference, if needed.
Initial Complaint
Date:04/14/2025
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 received two AMC Theatre gift cards as a gift. When I attempted to redeem them to purchase tickets, the website indicated they could not be redeemed because the gift cards had a bar code that started with 6000 - and that those gift cards had a security issue and would need to be reissued. On December 8, 2024, I attempted to have my gift cards reissued. AMC does not have customer assistance by phone. Customers are required to go to social media and private message AMC through social media. Upon sending them a private message via Facebook, I received a response asking me to send pictures of the gift cards to an email link, which I did. I received an automated bot response asking me for the same information again (pictures of the cards and contact information). I sent it again. When sending an email to AMC, the AI Bot just sends an auto response regardless of what you send it, so I ignored the repeated bot-generated repeat emails. I have reached out multiple times via email since December 8, 2024 and have received no response other than the auto-generated email asking for the same information I sent multiple times. I also reached out to my local theatre, who was not able to help. I would like to receive my two replacement gift cards.
Business Response
Date: 04/14/2025
We are reaching out to this guest via email to obtain more gift card information. Once we have the needed information, we will review and provide an update on the status of replacement gift cards.
Business Response
Date: 04/29/2025
Per review with our Gift Card Services team, physical gift cards were mailed out on 2/28/25.
Customer Answer
Date: 05/05/2025

Complaint: ********

I am rejecting this response because: per multiple prior communications, I have stated that only one gift card replacement was provided, and I had two gift cards needing replacement. We are continuing to go in circles and I would suggest that the amount of people touching this situation has cost AMC significantly more than it would if they simply sent my second gift card to me.

Sincerely,

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

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AMC Entertainment is NOT a BBB Accredited Business.