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 Entertainment Holdings, Inc.

  600 Blue Ridge Rd Raleigh, NC 27606-6307

• 

  AMC Theatres River Park Square 20

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

• 

  AMC Entertainment Holdings, Inc.

  9525 Chapel Hill Rd Morrisville, NC 27560-7359

• 

  AMC Entertainment Holdings, Inc

  12575 Elm Creek Blvd N Maple Grove, MN 55369-7047

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:09/24/2022

  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.

  AMC is not allowing me to renew my A-List subscription stating there is a policy that you cannot renew until after 6 months have passed. I did not cancel my original plan and received no communication that it was being canceled.

  Business Response

  Date: 09/25/2022

  Reviewed details provided. Guest's AMC Stubs A-List account was cancelled on 8/13/2022 for being past due, after several unsuccessful billing attempts for the 8/5/2022 billing on the account. Details on AMC Stubs A-List, including past due billing and re-enrollment, can be found at: **************************************************************** Account is not eligible to re-enroll in AMC Stubs A-List until 09/04/2022. 

• Initial Complaint

  Date:09/16/2022

  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.

  Hi, I have four Gold tickets to AMC Theatres, but they are no longer accepted by AMC. AMC's website provides an email address (Gold Silver ), reportedly which will allow exchange of these older tickets to a more up to date format that can be used by the customer. Whenever I email them at this address, however, I only receive an automated reply asking for further information (like images of the front and back of the tickets). Despite providing the further information that they request, the only response from AMC is the same automated reply, so no progress has been made. AMC provides no other contact information, other than that email address. How can I get these Gold tickets exchanged in to an up to date format that we can use? Thank you.

  Business Response

  Date: 10/01/2022

  The guest has emailed the correct address. The pass team has had a high volume of passes to process, however, they will get to the guest in the order they are received. If they need to get in touch with us further, they can contact us at ***********************, @******** on *******, or AMC Theatres' ******** Messenger page.

  Customer Answer

  Date: 10/01/2022

  [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:  Thank you for your response.  Each time I email AMC, which has been many, I get the same automated email reply back, not to indicate that AMC will require further time, but that AMC requests further information, which I have repeatedly provided, but again only receive this same automated email response back.   It has been 12 weeks since I first emailed AMC.  How long do you expect it to take?  Thank you.
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 10/06/2022

  My apologies for the delay in receiving the replacements for your Gold passes. We have escalated your concerns to our compensation team to review. Please reach out to us via *************************** or our social media channels to request an update on your escalation. 

  Customer Answer

  Date: 10/06/2022

  [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:  Thank you for your further response.  I have visited the web page that you mention in the past, and again today, and can't figure out how to send a message, as I do not have any kind of account number, which seemingly is required to send a message.  Also, I do not know how to do the social media things you mention.   Might you be able to provide an email address, different than "**************************," since I can't seem to get a response from anyone in the past few months at that address?  Or a phone number to call?  Thank you.
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 10/08/2022

  We apologize for any issues contacting us. We are happy to look into this for you. Please reach out to us at ***********************, AMC Theatres ******** Messenger, or ********* ** *******. 

  Customer Answer

  Date: 10/13/2022

  [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:09/16/2022

  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.

  On August 28, 2022, about 13:00 hours my wife and I tried to see a movie at AMC ***** ****** **. I had an AMC gift card and I tried to use it at the theatre's kiosk after waiting in line. I scanned the gift card several times and it would not work. I spoke to a female teenager who worked for AMC. She was collecting movie tickets at the theatre entrance. She told me to get back in line and try to re-scan the gift card, that it should work. Again, I waited in line and then tried to use the gift card, scanning it at the AMC kiosk, and again it would not scan. I went back to the AMC employee collecting tickets and this time I was told "Those gift cards can't be scanned at the kiosk; they have to be used on-line at a computer". Angry, because this young lady had now had me standing in line twice when the gift card would not scan, I asked to speak to a manager. I first spoke to *****, a teenage manager, who kept interrupting me when I spoke. When I finally interrupted ***** telling her to let me finish, ***** told me that I was rude and disrespectful. ***** then asked sarcastically if I wanted to speak with the National Supervisor. ******, also a teenager was just as rude as *****. ****** would only give direction while I used my cell phone to try and use the gift card. When there was no reception, I angrily told my wife "Forget it, let's not see a movie today". ****** then told me never to come back. What's the justification for that, because I stood up for myself? Customer service in reference to this issue was terrible. I tried contacting AMC corporate through customer service prompts, but there was no one to talk to. When I did finally get someone on the phone at AMC, I was hung up on. I wrote an email complaint **************) on 09/07/2022 and I was apologized to by AMC. I was told that the "proper teams" would be notified, and I would be contacted by AMC, but as of today, there has been no response from AMC. If the gift cards don't work, then discontinue them.

  Business Response

  Date: 10/01/2022

  I have attached the letter sent to this guest. Their gift cards were not activated yet. We sent them instructions on how to do so. They used threatening language with our employees, and were sent a warning. However, they were not banned. No additional compensation will be provided due to the guest breaking our code of conduct.

  Customer Answer

  Date: 10/01/2022

  [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 business is lying. No threatening language was used against their employees. There is video of the altercation. We will be filing a discrimination complaint with the California Department of Social Services in reference to the treatment of the handicapped (specifically handicapped Veterans) by this business. Please read the letter AMC included to us. We stated that we would be contacting the BBB and that as an independent Veterans advocate we would be sharing our experience with AMC theaters with other Veterans. We have done everything we stated that we would do. In the letter from AMC, nothing is mentioned about the fact that I stated I was disabled. Because of improper training of AMC employees, I had to stand in line twice trying to use a gift card that would not scan at their kiosk. No apologies were given, and yes I’ll admit to being angry, in fact I was furious. If you were disabled, would you be? What made me the most angry is what if it had been a severely disabled person? I spent some time looking at complaints about AMC gift cards on line with the BBB. There are a lot of problems and angry customers in reference towards AMC gift cards. I am happy with allowing this complaint to remain as unresolved and for it to remain on the BBB’s website lowering AMC’s business rating. They deserve it. This is a good example of why teenagers should not be placed in supervisory positions. They will lie in order to keep from getting into trouble instead of admitting fault. Thank you for your attention in reference to this matter.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:09/05/2022

  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 went to see **** ** at AMC dine-in theater located at ** * ******** *** ******** ** ***** on 9/5/22 and this movie had a problem with the 3D Effects which made most of the entire movie blurry and they knew about this problem before the movie started as the week before on thursday 9/1/22 i attempted to see **** ** and the movie was stopped because they had to "fix the 3d" i was informed by the worker that day that it would be fixed by the next showing and a week later it was still having issues. I spoke with the manager who was fully aware that the movie was not fully visible on 9/5/22 and they showed the movie regardless without any mention to the customers seeing the movie and the manager refused to give a re-admit pass for a different movie . I have enclosed a screen shot proving i had attended movies at both times. I am asking for a re-admit pass

  Business Response

  Date: 09/06/2022

  Reviewed details provided by guest. See guest used AMC Stubs A-List reservation for showing. Comp of a ticket voucher cannot be provided for an A-List reservation. However, a onetime point adjustment of 10,000 points was added to A-List account for any inconvenience. Reviewing with a appropriate teams so any technical issues as described can be addressed.     

• Initial Complaint

  Date:08/28/2022

  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.

  i received gift cards the for Christmas in 2019, then Covid hit and we were unable to use the gift cars as everything shut down. we finally felt comfortable enough to go to the movie theater in April of this year. we were told that the "cards were closed" which is odd becasue it says right on the back of the cards that they DO NOT EXPIRE. I called the number on the back of the cards (3 cards for $10.00) and submitted all the required information by email on July 11th, 2022 and i have been waiting for the cards to be emailed to us. i have called several times and i am tired of waiting. the number on the gift card is 800-255-0311. i would like the replacement gift cards.

  Business Response

  Date: 08/28/2022

  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 amctheatres.com 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 amctheatres.com or call ***************

  Customer Answer

  Date: 08/30/2022

  [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 told that i would receive the emailed replacement gift cards 7 to 10 business days when i first called July 11th.  i am told the same thing every time i call..and i am even told the same thing from the response i received from you. i would actually like to get the "physical" gift cards instead of being told i "will" get them. Please try to contact an actual person at AMC as i could not.  i tried several different phone numbers and could not get a real person. at this point i do not believe they have any intention of issuing the replacement cards and i am getting very frustrated.

  **** & *** Perry

  
  
  
  
  Regards,
  
  
  
  **** And ****** Perry

• Initial Complaint

  Date:08/26/2022

  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.

  On June 27, 2022 I attempted to use my $25.00 AMC gift card to purchase movie tickets online. I was informed that the gift card wasn't working and to call customer service. I was provided a contact phone number to receive a replacement gift card. I spoke to an AMC representative by phone on 6/27/22. She instructed me to email a photo of both the front and back of the gift card with other info which I did on 6/27/22. I was told I would receive my replacement gift card in 15 business days. On 7/21/22 I sent a follow up email to AMC because I had not yet received my gift card. I have not received a response. I have sent 3 emails to AMC with no response from them. As of 8/26/22 I still had not received my gift card so I resent by email to AMC all of the info I provided to AMC on June 27. As of today, I have not received my gift card. It has been two months. This seems like a deliberate attempt to have customers give up because they make the process so difficult and time consuming. It is a real shame to treat customers so poorly.

  Business Response

  Date: 09/11/2022

  Reviewed details provided by guest. Details and images provided by guest forwarded to Gift Card replacement team for review and assistance. Team will be in direct contact with guest as soon as possible to provide status update on guest's replacement request.  

• Initial Complaint

  Date:08/21/2022

  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 was charged $26.05 at the counter by mistake. I had two free movie tickets. The employee was apparently new. He said he reversed the charge but that wasn’t the truth. I disputed the charge with credit card but it wasn’t successful. I would like the refund since I has the free movie tickets and was charged incorrectly.

  Business Response

  Date: 09/05/2022

  This guest is welcome to visit the Guest Services desk at the theatre - so that a manager can assist with refunding the guest's purchase.

• Initial Complaint

  Date:08/16/2022

  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 a member of AMC ticket program. I have tried to contact them at every number available with no results. This company does not accept phone calls. I have tried to email them nothing, I have wrote a letter to the corporate office. Of course with no reply. All I wanna do is cancel my membership, which is not under any contract. I have changed my credit card number and they still charge my account. All I want is out of this program

  Business Response

  Date: 08/16/2022

  Reviewed details provided. AMC Stubs account associated with guest's email was cancelled and closed, as 12/26/2021. Guest has been in email contact with AMC Guest Services team, Incident # ************* for reference. Last email communication guest was asking for more details on the charge they're seeing, as our systems indicate this was on 11/25/2021. The guest has not responded to AMC Theatres attempts to gather more info and help assist with their concern. Follow up email sent to guest to attempt to gather additional details again. 

  Customer Answer

  Date: 08/17/2022

  [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 just received their email   I told them I am not giving them my new credit card number because they will continue to charge me. They are lying. This company needs a big correction in their business practices.   All I want is to be done with this company
  
  
  
  Regards,
  
  
  
  ********* *******

  Customer Answer

  Date: 08/18/2022

  I have explained this to the BBB.  I emailed you the charges on my credit card for the past 8 months.  AMC stated thst my account was closed in December 2021.  Then why am I being charged .I hsve submitted a breakdown of the charges on my credit card.  Should you need it again, just email me. Thank you again.  
  ps. All I want is my refund and o be done with AMC

  Customer Answer

  Date: 08/18/2022

  Attached is my credit card statement.  Showing 25.54 every month since January.  So, if the closed my account , why am I being charged.  Thank you
  **** *******

  Business Response

  Date: 08/20/2022

  We have sent another email to this guest regarding these charges. Although we can confirm that this account was closed and no fees have been taken for their membership since 2021, this guest may be paying for a friend or family member. We will work with the guest directly via email/our contact form and they will need to respond to that email so that we can look into this further. 

  Customer Answer

  Date: 08/22/2022

  As I have stated many times before, All I want is to be done with AMC. I am not going to respond to one more email.  Every phone number for AMC  does not accept calls. It is truly unbelievable that so much trouble I’m experiencing trying to be finished with AMC
  I have sent a certified letter to their corporate office which is posted on their website The The letter is being returned to me because the building is vacant. Which I find unusual and strange
  So with that said, I am done no more emails no more phone calls nothing I’m done. I am in the process of canceling my credit card just so AMC cannot put another charge on me
  Goodbye , good luck

  Customer Answer

  Date: 08/22/2022

  
  
  I appreciate the efforts that the BBB has taken on this action.  I have responded to AMC. I told them that I want any account to be closed that is linked to my email or credit card.  I refuse to spend one more minute of my time on this.   I am more than finish trying to get this thing resolved. As I have stated many times, all I want is to be finished with AMC.  I have instructed my credit card people not to except one charge from them. If the need arises I will cancel my credit card. I cannot explain how disgusted I am with this thing.  I’m done. I appreciate your efforts, but I am not giving it another moment of my time. The BBB can decide what ever.  I am DONE

• Initial Complaint

  Date:08/08/2022

  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.

  My wife, myself and our friend saw ******** ***** at the AMC theater in Franklin, TN, and parts of the dialogue were complete mute. All other sound worked, but there were several gaps where the dialogue was not audible at all. Someone finally had to fix it, but probably missed 5 min of dialogue and the movie ran an extra 20+ min.After the movie was over, the lobby was empty and there was no one to talk to about the issue to. I have reached out twice to AMC and have been told that I would get 3 movie passes and then a $5 credit voucher but have still received nothing. I would like to get reimbursed for the three tickets or three movie vouchers. I do not like being misled by the AMC online response team every time I send an email.

  Business Response

  Date: 08/08/2022

  AMC Guest Service team confirmed that the vouchers were given to **** in early July and the rewards were added to the guests account. We have emailed the guest again for follow-up regarding the vouchers and will continue assisting them via email. 

  Customer Answer

  Date: 08/09/2022

  [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 have logged in several times to my AMC account from different computers and I do not see the $5 as mentioned by AMC.  Also, there were three of us that were at the movie, yet AMC is only giving out two vouchers.  It should be three, one for each person.  Until I see proof from AMC of the reward and vouchers, I will not close this case.
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 08/10/2022

  Apologies! We are having the 3rd pass sent out via email. Please allow 3-5 business days for this email to arrive.

  Customer Answer

  Date: 08/11/2022

  [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 received one voucher via email, but still waiting on the other two.

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

• Initial Complaint

  Date:08/01/2022

  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 made a first time purchase on July 18, 2022 at 1:44pm and at 1:47pm unbeknownst to me someone changed my email address associated with my account without my authorization. The email was in a spam folder. I contacted them via email since there isn't a phone number. I cannot get into my account since it says they don't have an account associated with the email address which is what I used to join with. I could see changing a password but how did someone change my email address and create their own account with my membership? Now I have to be concerned about my information being compromised. I requested my membership be changed back to the original information I provided. I joined to bring my children on Tuesdays for their special which I tried to do today and discovered this violation of my private information. I can't even cancel the membership because I can get into the account.

  Business Response

  Date: 08/02/2022

  Reviewed details provided by guest. Looking into guests AMC Stubs account, no changes were found. However, we do see the guests original account enrollment was made from a different email address, **********************. The guest is able to adjust the email address from the account profile page if this email address was entered in error. Additionally, account support is available through AMC Theatres at: ************************************