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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.
    • 104 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2025

      Type:Billing 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.
      I got a 7 day free trial with the option to cancel at anytime. I looked at the movies AMC + had to offer and was not impressed so decided to cancel before they start taking money out of my account. I tried to cancel the same day I started. I have been trying to cancel for 5:days and in constant contact with customer service. Everythinv they tell me to do to cancel is missing a step. They are not letting me cancel and I'm really worried these guys are out to get all my credit card info and use it illegally.

      Business Response

      Date: 02/27/2025

      AMC Theatres does not offer a free trial for our AMC Stubs membership program. However, AMC TV Networks does offer a free trial for their AMC+ program. Their company's guest service support team can be contacted here: **************************** 

    • Initial Complaint

      Date:02/22/2025

      Type:Customer Service 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.
      When you sign up for A list they hide in the terms of service that you’re signing up for a minimum of three months. They charge you a large cancellation fee if you cancel before then. This information is only visible if you click to a separate page and rest the terms of service. Highly deceptive

      Business Response

      Date: 02/24/2025

      The initial three-month commitment period is noted in second paragraph of the Terms and Conditions of our AMC Stub program at ********************************************************** Prior to enrollment guests are provided a link to and must acknowledge that they have read and understand the terms and conditions of the program. The first paragraph of the acknowledgement includes the following statement, "Acknowledge that AMC Stubs A-List is a membership with monthly autopayment that has an initial non-cancelable term of three billing periods. I understand that after the initial three-month commitment period, I may cancel online thereafter."

      If the guest chooses to cancel their membership prior to the end of the initial three-month period, they are charged for the remainder of the three-month period. However, they are also able to continue to use the membership for the remainder of the three month period.

    • Initial Complaint

      Date:02/21/2025

      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.
      This is about paying for two tickets and not being provided with service or watching the movie for two patrons which were kicked out by management.

      Business Response

      Date: 02/24/2025

      We are reaching out to this guest via email to obtain more information regarding his experience.

      Customer Answer

      Date: 03/02/2025

      Hello. My wife has disputed the charge with our credit card because we paid for tickets we couldn’t use due to the theatres staff removing my son and friend before movie started. So, we paid for something and did not receive service, the movie we paid for and were treated rudely which I am contacting *** **** ****, CEO of AMC to let him know. 

      Business Response

      Date: 03/03/2025

      We reached out to guest via email on 2/24/25 to request ticket purchase information.  No response was received.  We are requesting ticket purchase information - so this can be reviewed further.

    • Initial Complaint

      Date:02/17/2025

      Type:Billing 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.
      I have an old AMC Theaters gift card (value $25) that does not work anymore. AMC went to a new gift card system in the past few years and advertises that you just have to send an email to ************************* to request a replacement gift card.

      I sent emails on July 16, 2024, December 24, 2024, and January 7, 2025. In each email, I included all the required information. I had a screenshot of both the front and back of the card, along with all of my personal information. I only received automated responses back. There has been no other communication from AMC. This is outrageous. Hopefully you can help. I am looking to simply get my $25 replacement gift card.

      My old card number: ******************* Pin*****

      Here is the address that they list for refunds:
      AMC Theatre Support Center
      ATTN: Gift Cards
      ***** *** ****** Leawood, KS 66211

      Business Response

      Date: 02/18/2025

      Our Gift Card Services team is working as quickly as possible to assist guests with replacements for expired Gift Cards.  Contacts are responded to in the order they are received.  The current turn-around time for receiving replacements is 6-8 weeks from the date of contact.  We will reach out to this guest via email to obtain additional information - so this can be reviewed with the Gift Card Services team.

    • Initial Complaint

      Date:02/15/2025

      Type:Billing 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.
      February 15, 2025
      To Whom it May Concern:
      Over her birthday (12/19/24) and Christmas (12/25/24), my 17-year-old daughter with Down syndrome, *********, received about $280+ in AMC gift cards from family and friends because they know that going to the movies is her most favorite thing to do. AMC is the only theater chain near our home outside Denver, Colorado.
      After Christmas, I loaded them all into my AMC Stubs account wallet (I've done this many times over the past decade with no issue). Then, a few days later when we were preparing to go see Lion King as a family, I noticed that all the gift cards were still loaded in the wallet, but the balances were 0. I was VERY upset to see this. I luckily took screen shots of all of those but, with the exception of the few sent via email, I didn't have the physical gift cards anymore. Of course, once I saw them all loaded properly into my wallet with balances, I didn't think to keep them.
      Like most retailers, AMC has no customer service number, you have to communicate with them via Facebook messenger and I've been doing that weekly now since December 28 with zero luck. They keep telling me they have escalated our case to the gift card team and helping us “in the order received" but, it has been over seven weeks with no luck. I keep messaging and they keep telling me to wait. Now, we are just facing the fact that we lost $280+; so sad. I have asked two family members to contest the charges with their credit cards and I’ve taken to my large networks on social media in hopes to get resolution/response, but I just can't spend much more mental energy on this issue.
      Thank you in advance for your thoughtful consideration to support me with this problem, I truly appreciate it.
      Sincerely,

      ****** ** ******
      Mom to *********, (17, DS) and **** (15.5)
      Small Business Owner, Volunteer Board Member, Active Community Servant
      Loyal AMC Stubs Premiere Account Holder for over a decade: Account number ****************

      Business Response

      Date: 02/18/2025

      We have attempted to assist this guest with her concern. However, without the specific gift card details for each of the 5 gift cards, we are unable to review/see details of the gift cards. If guest is able to provide full gift card details for the remaining four cards, we will be happy to assist further. Our Gift Card team is working to get a replacement sent for the one gift card guest was able to provide card details for.

    • Initial Complaint

      Date:02/14/2025

      Type:Billing 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.
      On January 17, 2025, I purchased two (2) tickets for a 9:30 p.m. 02/13/2025 screening of Captain America: Brave New World at the AMC ******* **** ** via *************** via Order ********** for $60.36. At roughly 10:05 p.m. or so, about 5 minutes into the actual film, a fire alarm went off and we were told to gather our belongings and leave the building. As a result, we had to leave the theatre, without seeing the film and without a refund. I would like a full refund for the purchase price. I am NOT interested in a credit or a free ticket. I would like a full refund for BOTH tickets as we had to spend time and money to get to the theatre in the rain without even getting to see the film, much less get an explanation as to what happened.

      Business Response

      Date: 02/18/2025

      We are sorry to learn of the guest's poor experience and presentation interruption due to a fire alarm and theatre evacuation. We have processed a refund for this guest's purchase. He should receive an email with refund transaction details shortly.

      Customer Answer

      Date: 02/18/2025



      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.




      Sincerely,



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

    • Initial Complaint

      Date:02/14/2025

      Type:Billing 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 received an AMC gift card for $100. The gift card number is **************** and the Pin is ****. I added it to my wallet in the AMC app.

      I used it twice on Jan 4th- $22.09 for tickets and $12.57 for snacks. This left $65.34 on the gift card.

      On Jan. 14th I tried to buy Wicked tickets online, but it showed a $0 balance was on the gift card. I figured the online system was messed up so my friend bought them and I grabbed the physical gift card to bring to use for snacks while at the theater. However when I was at the theater it still wouldn't work and the cashier said it showed a $0 balance.

      I know I didn't use it so I was trying to find out what happened. I tried to look up the balance online, but it shows an error when trying to look it up.

      On Jan 15th I called the 1-800 number on the back of the gift card and all the rep could tell me was there was a charge for exactly $65.34 made online at 11:30am Jan 14th. I did not make that charge, plus it's conveniently for the exact amount remaining on the card. Some technical issue clearly happened. The rep said she would escalate it and got all my information for the escalation. She told me I would hear back in 3-5 days. I didn't hear back.

      On Jan 23rd I called again. The rep asked for a ticket number and I told him I had not been provided one. He said he didn't think it had been escalated so he would escalate it. He took down my information again and told me I would be contacted in 24-48 hours.

      The same day (Jan 23rd) I also sent an email to *************************. I never heard back from anyone from either correspondence.

      I emailed ************************* on Feb 1st. I didn't hear back.

      I called on Feb 6th and the rep said she would escalate it with her own email as the contact email and I would hear back in 3-5 business days. I again heard nothing.

      I would like this card to be reloaded with the $65.34 that is supposed to be remaining on the card or a new gift card for $63.54 to be sent to me please.

      Business Response

      Date: 02/14/2025

      Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance. Incident ************* for reference, if needed.

      Customer Answer

      Date: 02/21/2025

      They have sent me an eGift card so it's been resolved. Thank you all so much for your help.

    • Initial Complaint

      Date:02/13/2025

      Type:Billing 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 have a gift card that I cannot use because I scratched off the last two digits of the PIN and I cannot read it to use card. I have been trying since 7-1-24 to get a replacement card. I have talked with several people over the last several months and sent emails providing them with all the information they requested at least twice. The last time ,on 1-15-25, I talked with ****** a supervisor, he said that someone would contact me within 3-5 business days. I have heard nothing.

      Business Response

      Date: 02/14/2025

      Reviewed details provided. A gift card replacement was sent to the guest's email in August 2024 and then resent on 1/28/2025. Guest should check their inbox, including junk/spam/promo folders, for an email from *************************. 

      Business Response

      Date: 02/18/2025

      We have reached out to our Gift Card Services team to request that a physical gift card be mailed to the guest.

      Customer Answer

      Date: 02/19/2025



      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.  Hopefully I will receive replacement card within 2 months.



      Sincerely,



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

    • Initial Complaint

      Date:02/11/2025

      Type:Billing 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.
      On January 23rd, I traveled 45 minutes one way to attend a movie that was supposed to start at ~7:35. I had planned this evening in advance and had paid someone to look after my children. This was a 3.5 hours long movie. When I arrived at the theater I was told the projector was broken. There were many employees standing around and not one of them apologized for the inconvenience. Or offered to make it right. I am seeking an AMC pass so I can see it at another theater because I do not wish to return to this theater where the employees lacked any kind of customer service skills? Intelligence or warmth. This was an incredible waste of my time. I wouldn’t be surprised if this location permanently closes due to lack of business.

      Business Response

      Date: 02/13/2025

      Hi there,

       

      Thank you for that information! It appears that this guest contacted us on 01/23/2025,but did not respond to our automatic reply email. We have contacted them back via Incident * ************* to review details and gather some more information. 

    • Initial Complaint

      Date:02/05/2025

      Type:Billing 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.
      A while back I ordered tickets via ********. Later they changed the showtime. I try getting getting refund at the counter and ******** app. Both didn't work based on the factor of 5 business days from the issue being made and this flip flop in policies. I need help to untangle all this mess.

      Business Response

      Date: 02/05/2025

      Reviewed details provided. Guest has been contacted by AMC Guest Services team for additional assistance with getting these refunds processed. Incident ************* for reference, if needed.

      Customer Answer

      Date: 02/09/2025



      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.




      Sincerely,



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

    AMC Entertainment is NOT a BBB Accredited Business.

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