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

• 

  AMC Entertainment

  1647 South Stapely Dr. Mesa, AZ 85204

• 

  AMC Entertainment

  1683 Whittlesey Rd Columbus, GA 31904-3645

• 

  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:08/01/2022

  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.

  I renewed my AMC Stubs membership for 1 year in the amount of $7.50 as stated by the email, app and website. I had issues renewing, both the app and the website gave me error messages. Once I received a confirmation of successful renewal I verified it via email and received 1 email stating I had renewed for 1 year at $7.50. Upon reviewing my bank account I was also charged $15.00 by AMC at the same time and my renewal date is further out than one calendar year.
  
  After attempts at using AMC’s customer service method via ******** and ******* and having no response I am resorting to this. This is the WORST customer service and I am very much questioning my sanity in renewing in the first place.
  
  I would like a refund of the unauthorized charge of $15.00 as I ONLY authorized/commuted to a one-time charge of $7.50. I have no documentation/email notice of the $15.00 charge besides my bank account. I would only like the unauthorized charge of $15.00 refunded.

  Business Response

  Date: 08/03/2022

  In review, the additional charge was a result of the guest being enrolled in our AMC Stubs auto-renewal program. The guest has been removed from the auto-renewal program and the fee refunded.

  Customer Answer

  Date: 08/04/2022

  [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.
  

• Initial Complaint

  Date:07/31/2022

  Type:Billing 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 7/2/22 I purchased 4 tickets from AMC’s website to see ***** later that night. An error page popped up after I put in my credit card information that said the transaction didn’t process. I was prompted to start the purchase over again and this time the order successfully processed. The transaction was $70.50. On 7/4/22 2 transactions of $70.50 each posted on my credit card. I also received 2 different email confirmations representing 2 successful transactions even though the website said the first transaction failed. At this point AMC charged me for 8 tickets to see ***** although I only used 4 tickets to see the movie that night. I called the AMC Theater in ************ ** where I saw the movie and they transferred me to AMC’s customer service line. The customer service line was automated and said that the only way to receive help is to file a complaint on AMC’s website. I filed complaint ************** on AMC’s website on 7/8/22 explaining that I was incorrectly charged and asked for a refund. AMC did not respond so I refuted the additional $70.50 charge with my bank and received a refund. My bank also contacted AMC about the issue and did not receive a response. On 7/28/22 a 3rd charge of $70.50 processed on my credit card that said the transaction date was also on 7/2/22. I have not purchased any movie tickets from AMC since I saw ***** on 7/2/22. Now I have been charged over $211 for the movie tickets as if I purchased 12 tickets. I would like AMC to refund me for the 3rd charge of $70.50 but I cannot reach anyone at the company who can refund me. I am dissatisfied and upset as it seems like they are storing my credit card information and falsely charging me. I appreciate anything the BBB can do to help!

• Initial Complaint

  Date:07/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the last week of May 2022 I attempted to use my 10.00 AMC gift card to purchase movie tickets online. I was informed that the gift card had been deemed inactive by AMC. I was provided a contact phone number to receive a replacement gift card. I spoke to an AMC representative by phone on 5/29/22. She instructed me to email a photo of both the front and back of the gift card which I did on 6/1/22. I was told I would receive my replacement gift card in 15 business days. I opted to receive my gift card digitally. On 6/27/22 I sent a follow up email to AMC because I had not yet received my gift card. I have not received a response. On 7/1/22 I phoned AMC and was told my gift card was being processed, and I should receive it in a week. On 7/8/22 I still had not received my gift card so I resent by email to AMC all of the info I provided to AMC on 6/1/22. As of today, I have not received my gift card. It is well past 15 business days.

  Business Response

  Date: 07/30/2022

  Although AMC is not offering phone support at this time, this guest has been emailed by our Guest Service team so that we can review the details provided. Once the guest responds, we will work with our gift card team to review this request further. 

  Customer Answer

  Date: 07/30/2022

  [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:07/28/2022

  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'm a long time AMC A-List subscriber and supported AMC during covid for the sole purpose of helping keep them strong because I love the company.
  
  Today was a horrible experience.
  
  I took my two kids and wife to see ***** ****. It was promoted as a funny comedy and it was pretty dark and honestly scarier than expected. So my daughter started having a full on panic cry attack during the first quarter of the film.
  
  I understand it and it happens so we left and went to the front desk to get a rain check so we can try again with a different movie. The manager named ****** was not accommodating and refused a raincheck and down right didn't care my daughter left crying. She said it's not her fault the movie was too scary for our daughter and couldn't offer a raincheck because of that........
  
  It was honestly the complete opposite of what I expected to her. I didn't ask for a refund, didn't complain about the food I had already ordered. Just wanted to be on our way and try another movie next time that wasn't going to make our daughter cry. It was the worst experience and I really am shocked it happened. It really made me not ever want to go to an AMC again and I love going to AMC and go often :-(

  Business Response

  Date: 07/29/2022

  We have reached out to this guest via email to resolve this matter and provide passes as a one-time exception.

• Initial Complaint

  Date:07/28/2022

  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 loaded a $50 AMC gift card to my AMC Stubs app and then made a single purchase that was less than $10. AMC has wiped out the $40+ balance of my gift card. I’m trying to get it returned to me. I tried calling, submitted a request through chat, received an automated email requiring me to submit the request again by email because it didn’t conform to a common chat list of problems, This is so frustrating. Where’s the customer service?

  Customer Answer

  Date: 08/01/2022

  Hello,
  
  Thank you for your help, AMC has returned my unused gift card balance.
  
  **** **

• Initial Complaint

  Date:07/21/2022

  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 Monday, July 18, my ***** account was breached and a ticket was purchased to a theater in NY for a show, I don't even know where the city is - I live outside Cleveland. I immediately tried to call the customer service number - no answer told to file a complaint online. Filed two to see what else was hacked on my account. An automated reply. I tried the next day to call the corporate headquarters - cannot get a person to talk to - filled out another form and asked for a refund - no reply. There is no one responding to the customer service box. I had a credit and birthday rewards and cannot see if they are still there.

  Business Response

  Date: 07/22/2022

  We have reached out to this guest regarding her account and have added a credit to your AMC ***** account.

• Initial Complaint

  Date:07/20/2022

  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.

  Purchased tickets ONLINE at AMC * *********** website on 7/10/22 at about 5pm. Paid about $56 for 3 tickets for the ******* movie on 7/10/22 at 9pm and a popcorn/soda. I arrive at the Theater with my pregnant wife and my 2 yr old toddler. I inquire about my tickets at the front counter and staff tell me that they have no record of my purchase. The state that this has been happening to a lot of customers where they get pay for tickets online and they they show up to the theater counter and there is no record of purchase. The staff apologize for the inconvenience and tell me that I should have a refund on my account within 3-4 business days. Here I am 10 days later, I've contacted AMC and still have not heard back. I just submitted a claim with my bank to dispute said charges. Wished I had checked out the BBB page before purchasing. AMC is a **** JOKE! Do not waste your money and time with this crappy theater!

  Business Response

  Date: 08/05/2022

  We were able to locate this guest's purchase and have processed a refund for the transaction. The guest should receive an email with refund details shortly.

• Initial Complaint

  Date:07/18/2022

  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 purchased an AMC Stub membership for $15.99 reoccurring monthly on June 30th, 2022. After only seeing one movie and realizing I would not utilize this membership I seeked to cancel the membership before being charged again. I’ve called the number provided to cancel the membership, and am returned with an automated message stating AMC is not providing phone service at this time, not even at the corporate level. I was redirected to their “contact us” page to cancel the membership. I submitted an inquiry to them to cancel the membership. I then received an email asking if any of the below questions solve my problem, obviously none of them did because they did not provide me the option to cancel the membership. I responded to the email as directed if I still needed help and it’s been over a week with no response. I’ve messaged on ********, *********, *******. NO RESPONSE. I am unable to cancel this membership, and am infuriated I cannot contact anyone at this organization to do so. Worst business ever.

  Business Response

  Date: 07/19/2022

  Reviewed details provided by guest. See guest purchased AMC Stubs Premiere membership at discounted price of $7.50 and was charged a total of $8.12 after tax. Order #********* for reference. AMC Stubs Premiere memberships are refundable within the first 30 days, as noted at: *********************************************************. A refund has been processed for this order, and the guest should see this refund reflected on their payment method within 3 to 5 business days. For additional support please contact us through our various support channels provided at: ************************************  

• Initial Complaint

  Date:07/18/2022

  Type:Delivery 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 contacted AMC and requested electronic tickets as my older paper tickets i was told by them cannot be used online. i was told 6-21-22 id receive these after i sent details of tickets and my address within 10 business days. ive attempted to contact corporate and their number cannot be used to speak to anyone. ive emailed the very email address that i was given via FB Messenger twice 7-5 and 7-12 with no response at all. Id simply like my electronic tickets so i can use them online like a normal customer. nearly 30 days and no responses is BS.

  Business Response

  Date: 08/02/2022

  Gold and Silver Experience tickets are no longer accepted in theatres as of July 1, 2018. If you have an AMC Gold or Silver ticket(s), please email clear pictures of the front and back of the ticket(s) to [email protected]. Please include a list of the ticket numbers as well as your preference to receive physical or digital (e-ticket) replacements. If physical tickets are requested, provide the full mailing address. A member of our replacement team will reissue a comparable Black or Yellow ticket(s) for use in one of our theatres. For follow up on a replacement request, please contact AMC Theatres through a support channel on our website at: ***********************************. A guest service representative would happy to help check on the status of your replacement. 

  Customer Answer

  Date: 08/02/2022

  If you refer to the pictures that I attached with the initial complaint I have already done all of this. I have provided physical pictures of the tickets I have provided all the numbers on the tickets. I have provided my information. Over 30 days ago. I have also filed three follow-up emails to that very email to confirm that they have received it. I have also attempted to reach out via ******** to the tune of six times with no response.
  
  ****** ****

• Initial Complaint

  Date:07/17/2022

  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.

  On 7-11-22, I ordered tickets for my autistic 9yr old grandson, we got to the theatre at movie time and were told the tickets were for a theatre 20 or more min away. I asked the cashier if she could swap the order over to the theatre I thought I was ordering from. She said no, I asked what I needed to do about canceling the order, she did not know. I had to order two more tickets and another snack pack at this location. I figured I would deal with the mix up after I took the child home. Well, the cancellation of the order has to be prior to show start! Impossible in my situation. I attempted to call the theatre from where the tickets were ordered for, they could not help me. I attempted to call the number online, *********** and received the message they are not doing any live customer service on the phone. Contact on ********, email or *******. I don't *******, I did contact on both the other platforms. **, I got no response at all. Email I got a generic response with the same information they have online. I have begged for a human to call. I get no where. There is another complaint on ** by someone with the same situation.
  date: 7-11-22
  amount: $55.86
  company: AMC theatres
  nature: refund
  communication: none from the company
  ticket confirmation #: ********** concession confirmation #: **********. 12;45 SHOW
  
  order info for movie we saw:
  date: 7-11-22
  amount: $43.59
  company: AMC theatres
  1:15 SHOW

  Business Response

  Date: 07/17/2022

  Reviewed details provided by guest. Onetime exception to AMC Theatres refund policy provided and refund has been processed for guest's order. Refund will be reflected on payment method within 3 to 5 business days.  

  Customer Answer

  Date: 07/18/2022

  
  They issued my refund quickly after my complaint.  Thank you so much