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Business Profile

Family Entertainment

AMC Entertainment

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

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

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AMC Entertainment has 89 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 on 7/15/22 for a 6:45 show at AMC ***** ***** ** ** ************. We arrive at the theatre to find the doors LOCKED,an employee eventually comes out telling us "the power is out and the ONLY way to get a refund is to contact AMC customer service" I call customer service only to find out they dont offer phone support,so I use a refund link on the website and get an message saying "no refund can be issued" The theatre losing power was NO fault of mine,there were other customers outside AMC ***** ***** this evening as well,so there should be other inquires and complaints to validate my claim. I would like a FULL REFUND for tickets and service fees,as it was AMC ***** *****'s fault that the tickets couldn't be honored or refunded on the spot. Thank you

      Business Response

      Date: 07/17/2022

      Reviewed details provided by guest. No reports of power loss at this location for the date provided. Typically, were unable to provide refunds after the showtime. However, a onetime exception has been provided for any confusion caused. The refund will be reflected on the guest's payment method within 3 to 5 business days.  

    • Initial Complaint

      Date:07/11/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 at the ********** ** AMC on 6/18/22 to see ***** **** *** ******* on 7/7/22 for a 9 pm showtime along with popcorn and drinks. About a half hour before my showtime, I received a phone call and had a family emergency. Around 8:45 pm, I went into the AMC website to request a refund for my tickets (total of $71.06) and it kept giving me an error. I tried about 3 times. I would log out, log back in, refresh the screen, clear cache, and I still kept getting an error. I gave up at 8:59 pm because the fine print says we can request a refund before the showtime. I sent an email to customer service that night at 9:05 pm and they sent back an email on how to request a refund and if that doesn't help to email them back. I emailed them back around midnight which was when I was able to get back to my phone and they have not responded back to this day. I sent another request for them to contact me which opened another incident number and still no email back on that either. I tried calling the customer service number and the automated response says their phone lines are not open and we should send an email.

      Business Response

      Date: 07/12/2022

      Reviewed details provided by guest. Can see they contacted support prior showing and received automated message on how to request a refund through the purchase confirmation. Due to any confusion on this, refund has been issued for guest's purchase.   

      Customer Answer

      Date: 07/12/2022

      [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,



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

    AMC Entertainment is NOT a BBB Accredited Business.

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