Business Profile

Family Entertainment

AMC Entertainment

Headquarters

This business is NOT BBB Accredited.

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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.
103 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/25/2022
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Repeated emails and phone calls to AMC's giftcard customer call center have not resolved my problem of receiving value of 3 gift cards supposedly mailed to me in August 2022. Value is $35 for all 3 yet the call center never has a supervisor to speak to & sounds like it's based out of the country by personnel who NEVER have a supervisor to address non-receipt. Emails were sent to them July, August, Sep, & October 2022. The corporate office does not provide a contact person either that I can obtain the value of my gift cards.
Business Response
Date: 10/25/2022
***

****************************************
Card Will Not Function 5 Years After Activation
Funds Remain Available – Call ************** for Free Replacement Card
Usable up to balance only to buy goods or services online at *************** and at any box office or concession register at AMC Theatres® locations in the U.S. Physical Card will not function five years after card activation; online redemptions and balance inquiries will be unavailable. Funds remain available. Not usable to purchase gift cards. Not redeemable for cash unless required by law. Not a credit or debit card. Safeguard the card. It will not be replaced or replenished if used without authorization. If lost or stolen, replacement card with remaining value requires original proof of purchase. AMC Card Processing Services, Inc. (“AMC CPS, Inc.”) is the card issuer and sole obligor to card owner. AMC CPS, Inc. may delegate its issuer obligations to an assignee, without recourse. If delegated, the assignee, and not AMC CPS, Inc., will be sole obligor to card owner. Purchase, use or acceptance of card constitutes acceptance of these terms. For balance or other customer service inquiries, including replacement of physical card, and AMC Theatre brands, visit any AMC theatre, log on to *************** or call ***************

Customer Answer
Date: 10/25/2022
[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: AMC's response is not clear and the Customer telephone number provided is the SAME telephone number I've been calling for the last 3 MONTHS with NO action. Representatives can barely speak English AND have no supervisors available to assist customers. What is another telephone call supposed to resolve??

Regards,

******** ***********
Initial Complaint
Date:10/24/2022
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.
I cancelled AMC stubs program back in august. I lost my job and canceled everything that was recurring. I used the app and canceled two stubs accounts that I had for myself and my mom. Long story short, it’s now October and it’s still billing me.

I did reach out. They said they won’t refund for the time I cancelled and I can cancel again now, but basically won’t do anything to assist.

This seems unfair. I had the program before and was able to call someone to cancel. All options to cancel via phone have been eliminated. Using the application, I was certain I cancelled both accounts.
Business Response
Date: 10/25/2022
Reviewed details provided. See guest has an active AMC Stubs A-List account. Guests can cancel A-List service at any time through the Plan Details section of their account. More details on this are available at: ***************************************************************. Unfortunately, we're unable to provide refunds or compensation for prior A-List billings or services not used.
Customer Answer
Date: 10/25/2022
[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 cancelled through the app back in august.

Regards,

*** *******
Initial Complaint
Date:10/20/2022
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.
On August 4, 2022 I opened two separate AMC Stubs A-list accounts. According to the service benefits I could watch 3 movies per week with free online reservations and it was available in 34 states including my home state of Maryland.

The account numbers are:

#****************
#****************
I was able to buy 4 tickets on each of the account for 4 different movies on different dates.

On September 21, 2022 I tried to make a movie reservation online to watch a movie in Maryland and received the following message. “You have no remaining out-of-state A-list reservations available in 2022. Please proceed with your purchase, or update you’re A-list plan.”

I received the same message in both of my accounts. I reported this issue on the AMC app and received an email with the incident number: *************. But I never received a follow up email or phone call.

I also visited the AMC movie theater in the ********* ********* Mall and talked to the manager. The manager took my contact information and told that he was going to call me with a solution but he never did.

Because the service was not working I cancelled the account and was charged a cancellation fee. I’m requesting a refund for all the payments I made for the service for the two accounts and never received the benefits. The total refund is $131.79 for the months I had the service and the cancellation fees.
Business Response
Date: 10/21/2022
Reached out to guest regarding the A-List memberships. Offered to reactivate the accounts, and refund early termination fees, but advised that he will need to upgrade accounts to Tier 2 of our A-List program in order to continue watching movies in MD.
Customer Answer
Date: 10/21/2022
[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: The subscription level that I had includes the state of Maryland. Also, I don't want a refund of the cancellation fees, I want a full refund of all the payments because I wasn't able to use the service during the time I was paying for it. I'm attaching two screenshots, one shows the error message that I received when making a reservation. The other screenshot shows the plan that I had which included the state of Maryland.

Regards,

****** ******
Business Response
Date: 10/21/2022
The image the guest provided shows his existing/current plan. As noted under the $19.95/month+tax it states "Use your membership in 34 states. EXCLUDES CA, CO, CT DC, DE, FL, GA, IL, MA, MD (Maryland), MN, NJ, NY, OR, PA, VA, and WA. The guest will need to upgrade his memberships to the See Movies in 45 States tier by clicking on the Manage My Plan link.
Initial Complaint
Date:10/20/2022
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.
Cannot get support from the company.

Website is not working and I cannot make a purchase from this company. They have a support phone number, but provide no support and it automatically hangs up. I called a local theater location and they also provide no phone support. The online website contact has a knowledgebase of predefined questions and no way to contact them. I followed their instructions and contacted them through ******** and nothing happened. I had to make my purchase elsewhere. Their support is terrible. Fix it.
Business Response
Date: 10/21/2022
In communication with guest, we requested email information - so purchase could be reviewed. Guest did not provide requested information until today, 10/21. We will be reviewing and following up with guest regarding purchase.
Customer Answer
Date: 10/24/2022
[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 I do not wish to invest more time into this case. I am asking that they provide phone support, and instead I received chat messages 24 hours apart over the course of a few days. I already made a purchase elsewhere due to their lack of phone support and slow online support. I hope they will accept my feedback and consider providing better support options to their customers.

Regards,

**** ******** (former customer)
Initial Complaint
Date:10/17/2022
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 having issues with my AMC Stubs A-List membership on the app.

I had attempted to call customer support. They directed me to a chat feature by using **************************.

I messaged all 3 in the event that they were unable to answer. None have since gotten ahold of me. It think it is inappropriate/negligence to describe a feature as a "chat" if they are unable to respond to the chat functions within 24 hours. That is not a chat and that does not help with initiatial issue that i was facing in that moment. I am trying to get a quick issue fixed but there were no avenues to seek assistace from this company. Luckily...I do have a ******* and ********* and ********, but i think its negligent to have only avenues to get ahold of the company require a social media profile to get ahold of the company.

If they are unable to provide customer supppor they should lead with that. I dont think it should be ok to have chat features that people are unable to respond to in a timely manner. Additionally, i never got the issue resolved with my AMC member ship that they are charging me extra for not letting me use the benefit this pass is supposed to give me.

It is charging me for the tickets that are supposed to be reservations and I want to know what I can do to fix this issue, but no one is available to speak with.

****
Business Response
Date: 10/18/2022
Reviewed details provided. AMC guest support is available through the channels noted at: **********************************t. Reviewing ******** and *******, see guest was able to get in contact with support team and details were provided on the ticking outage being experienced by A-List members on 10/17/2022. This issue is resolved, and A-List members should be able to use their benefits again.
Initial Complaint
Date:10/14/2022
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.
1. Order Number: ********* - On Sunday 2:00 PM 10/9/2022, I went i and spoke to the manager and told her my son did not want to come and could she refund me for the other ticket on this order. We went through the process and had me process my card again.. It has been 5 days and I still have not received the refund for Child; $10.49+tax.

2. Order Number: ********* - I placed a cancellation online on 10/11/22, for the entire Order Total Amount: $32.96. Please process for the refund.
Business Response
Date: 10/14/2022
Refunds typically take 3-5 business days to process; however, depending upon a guest's financial institution can take up to 10 business days. We are showing the refund as completed in our system.
Customer Answer
Date: 10/14/2022
[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:

There are 2(two) orders.. 1. Order Number: ********* --- 2. Order Number: *********.
Order 1(one) was 5 days ago, no refund. My bank does not take 10 days to process any refunds. Please advice? Thank you -

Regards,

******** **********
Customer Answer
Date: 10/14/2022
1. Order Number: ********* - refund for Child; $10.49+tax.
2. Order Number: ********* - Total Amount: $32.96.
Please process for the refund. -- I do not show either one has been processed. 2 different Orders.
Initial Complaint
Date:10/13/2022
Type:Customer Service 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 tickets to ******** ** ******* for tomorrow at AMC ******* **** **. Unfortunately, I'm no longer able to attend, so I'm trying to get a refund. I spent half an hour this morning trying to get the refund, but I keep running into error messages (see attached) from the AMC site. I tried calling their 800 number to speak with someone to resolve this issue, but I was greeted by an automated recording stating they no longer offer phone support so I would need to contact them through their website. I tried completing their contact form, but I am unable to submit the form because it requires I select which theatre I purchased my tickets for from a dropdown menu, but the search functionality on the site is broken, making it so I can't even submit the form to request a refund. This is insane that I have to jump through this many hoops and I'm still at square one. Please note that as of this writing, the showtime in question is 33+ hours away, so I am well within the appropriate timeframe to request a refund. I've acted in good faith and have tried reaching out to the company to resolve this matter via their own refund request tool, their telephone number, and their Contact Us form (I don't have social media so I can't reach out to them on ******** or *******). I need a refund for my FULL PURCHASE PRICE of $40.96 (including "convenience fees"). I would also appreciate free passes to make up for the nightmare this has become. If I don't receive the refund I will be filing a credit card chargeback.
Business Response
Date: 10/13/2022
We will be reaching out to this guest directly to review refund status and approval of a refund.
Customer Answer
Date: 10/14/2022
[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: this issue remains unresolved

Regards,

*********** *****
Business Response
Date: 10/14/2022
In review, I'm showing that the entire full amount of your purchase has been refunded. Please know that it typically takes 3-5 business days for refunds to be completed and funds to be credited back to your account.
Customer Answer
Date: 10/14/2022
[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 also informed via my most recent email from AMC that I would be receiving complimentary guest passes. When will I be receiving those and how many will I be receiving?

Regards,

*********** *****
Business Response
Date: 10/20/2022
My apologies for the continued back and forth communication. I see that this guest pass was sent via email on 10/15/2022 to the email address on file. Please know that this may end up in a spam/promotional inbox and will be sent from *****************************.
Customer Answer
Date: 10/21/2022
[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:10/10/2022
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.
In attempting to purchase movie tickets online, I was asked to create an account to complete my purchase. Movie tickets were added to the cart. When I completed the purchase, it signed me up for an monthly service that I did not want. Movie tickets were not purchased at that time. I immediately attempted to cancelen this membership and was charged an additional fee for early cancellation. I have attempted to contact the company to resolve this but they do not offer any form of customer service.
Business Response
Date: 10/12/2022
We will reach out directly to this guest regarding her accidental A-List enrollment.
Initial Complaint
Date:10/02/2022
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.
Hi I have had AMCPLUS free for 1 year from ******* once that ended I was sent an email that I can continue if I did a monthly subscription of yearly to renew I chose the yearly with a promo code that they offered if I chose yearly.. nothing was working on their site so I emailed customer service because they don’t have a telephone number for customer service… they told me they would send up to billing to stake payment and they would refund the promo amount
They charged me full amount never refunded the promo amount and now I can’t sign in without making another payment it’s been over a month and I paid them for a full year and I can’t even watch unless I pay them again and every time I email them I get an email saying we have received your email we will send to billing and reach out to you shortly but no one has reached out they have my money but I can’t use my account
Business Response
Date: 10/03/2022
This concern is directed to the AMC TV Network, not AMC Theatres. Concerns for their streaming subscription AMC+ can be submitted here: *****************************
Customer Answer
Date: 10/04/2022
[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:

Regards,

****** *******
Initial Complaint
Date:10/02/2022
Type:Customer Service 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.
Ordered popcorn, paid all fees for delivery- never delivered. (********) Not busy, no one in line when we arrived before our movie. Never delivered. Had to miss all previews to then get it myself - missing previews with my family.
Business Response
Date: 10/03/2022
I’ve made note of your concerns for the management team, so this doesn’t happen again. I was able to locate your concession purchase, and process a full refund for you. These funds should appear in your bank account within 3-5 business days.
Customer Answer
Date: 10/03/2022
[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.
Thank you for handling this so quickly. I know it has been challenging after covid, as I am in the restaurant industry, but there needs to be minimum standards. Thank you!

Regards,

**** ******

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AMC Entertainment is NOT a BBB Accredited Business.