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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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    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:12/16/2024

      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.
      After my previous experience I would never go to amc movies again I would suppose a movie at 10pm on 10/14 I was running late so before I left out I called the movie theater what’s the latest I could be allowed entry they told be 10:20 then said 10:30 instead so I ended up making it to the movies at exactly 10:32 the doors were locked I even called again no answer amc needs better customer service I wasted my time money and gas I lived 30 plus minutes away their refund policy also needs to be better if the tickets haven’t been scanned I should be able to get a refund and if it wasn’t for the worker telling me. I could come at 10:30 I wouldn’t be in this situation again I won’t recommend this theatre or won’t be back unless my issue is solved

      Business Response

      Date: 12/17/2024

      We are reaching out to this guest via email to review the concern regarding their visit to AMC and the hours of operation at the theatre.

    • Initial Complaint

      Date:12/12/2024

      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 bought two tickets for Gladiator 2 on November 19th. I had to cancel. I canceled well before the showtime on November 23. My tickets were refunded, but to the wrong giftcards. I am owed $40.13 Attached is the original order showing the giftcard being used and the refund showing the wrong giftcards being refunded.

      Business Response

      Date: 12/13/2024

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

      Customer Answer

      Date: 12/24/2024

      They still haven't refunded my gift card amount.  The digital gift cards they keep sending don't work.  They said it is an IT problem.  I will gladly take a physical gift card sent to me to not have to waste my time on this.  I am just wondering if they are doing this to everyone who needs refunds.  Hoping others don't notice or don't want to waste their time trying to get a proper refund.

      Complaint: ********



      I am rejecting this response because:



      Sincerely,



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

      Business Response

      Date: 12/24/2024

      Hello *******

      I am sorry again for any trouble with this refund.  While our IT team is working to resolve the error so that you receive the email with the e-gift cards and the gift card numbers, I can understand how frustrating this might be.  If you would like, I can add AMC Stubs points to your account which you can convert into AMC Stubs rewards to replace these gift cards.  These points would be available within your account within 24 hours.  Please let me know if you would rather receive the AMC Stubs rewards in lieu of the gift cards that our IT team is working on.

    • Initial Complaint

      Date:12/10/2024

      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.
      There is no customer service. Purchased a gift card for my wife which the Company tied to my email account and my A-List subscription. Now I can not access the gift card. Can only use my A-List subscription to get one ticket. Never received a gift card number or pin to activate. Paid the monthly A-List subscription for myself and $72.99 for the gift card for my wife. I can not order two tickets. One using by A-List monthly account only and can not get a second ticket using the gift card. Have emailed the Company numerous times trying to get the issue resolved but only get canned reponses. I want to be able to use both the A-List monthly subscription and the gift card to purchase tickets. Have used the option to have the gift card information resent to me but never happens. Would like to resolve ASAP from the Company to resolve issue. As stated customer service and canned responses extrremely poor.

      Business Response

      Date: 12/11/2024

      Reviewed details provided. Guest was contacted by AMC Guest Services team for assistance and then resent the gift card email. Incident ************* for reference, if needed.

      Business Response

      Date: 12/23/2024

      We are sorry for the delay in hearing back.  Our team has reached back out to us and a full refund has been issued for today.  The refund should be reflected on the card within 5 business days depending on the card issuer.

      Customer Answer

      Date: 12/26/2024

      Case needs to be closed.

      Refund received as promised by Company.

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

       

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22667135, and find that this resolution is satisfactory to me.




      Sincerely,



      Stephen Pachla

    • Initial Complaint

      Date:12/06/2024

      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 October 19 my husband and I went to the AMC Theater in Winston -Salem NC. I had purchased two tickets through **** and they were on a QRCode. We entered but the ticket taker was not there and the line at the concessions was long. We went in and I sat him down and immediately took the popcorn bucket that we purchased annually to the concessions line. I explained to the female cashier that our QR Code had not been scanned because there was nobody there and asked if she wanted to scan it. She asked if we knew where to go and I told her yes as the seats had been preselected online. She said well you're good to go then she didn't need to scan it because it becomes void after the start of the movie anyway. I used a Premier Members Stubs Reward and got a bucket of popcorn. On my way back to the theater my husband was coming down the hall escorted by the manager and a worker. I asked him what was wrong as he had all our stuff. He said he was being kicked out. I asked the manager why and he said because he didn't have a ticket. I said that's because I have them right here on my phone. I offered to show it to him. He refused to look at the tickets and said we needed to leave and were not welcome back to his theater. I asked for a refund. He refused and said he was no longer doing business with us. I have never had an interaction with this manager before. I was shocked. We did absolutely nothing to warrant this treatment. We pay for a Stubs Membership and have supported this theater since it's beginning and through Covid and it's refurbishing process. We try to come at least once or twice a month because we want to see the theater be successful. The treatment we received was unconscionable and unwarranted. I have paid for a membership through January and I have been told that we are not welcome back to the theater? I have gift cards I pre buy during the holidays and I cannot use them at my local store. The nearest AMC is about a half hour away. Our pride = priceless.

      Business Response

      Date: 12/06/2024

      Reviewed details provided. AMC Guest Services team has already addressed this concern with the guest via email (report *************). When reviewing this concern with the appropriate parties, the two tickets were refunded prior to the show start, so guests did not have valid tickets for entry. It was also noted guests were attempting to bring in old containers for free refills and then violated our Code of Conduct policy. Guest was provided this information on 10/25. Guest was then followed up with on 11/01, confirming they were refunded for this visit, and rewards were added back to their AMC Stubs account.

      Customer Answer

      Date: 12/16/2024



      Complaint: ********



      I am rejecting this response because:

      This issue is not in regards to a refund for tickets. My husband and I were mistreated by your managerial staff and incorrectly categorized as breaking your code of conduct. We never argued nor raised our voices at him. We did not refuse to leave. Those remarks are an attempt to justify the managers actions and mis characterize us. The popcorn buckets are your yearly buckets. We save them from year to year to divide the popcorn. We have that right as we bought them and they are ours. We purchased tickets through ****. You did not refund our initial tickets through ****. You refunded the second purchase of tickets made out of error when I was checking to see what the manager might have possibly been talking about. Please call me to discuss this issue and get a better understanding of our concerns. I can be reached at 336-727-4673. 


      Sincerely,


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

      Business Response

      Date: 12/17/2024

      Reviewed details provided. AMC Guest Services team has already addressed this concern with the guest via email.

    • Initial Complaint

      Date:12/05/2024

      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 entered the date of 11/30/24 to see the movie we were purchasing tickets for. The website was timing out, and placing users into a "Queue" to wait to purchase tickets. Somehow in this process, the date I entered was changed to 11/29/24 without my knowledge or entry. The tickets were purchased unbeknownst to me for the wrong date, until my calendar reminded me at 1:50pm 11/29/24 that my movie was coming up at 2pm that date. I quickly called the theatre, requested customer service assistance in getting my purchase changed to the following date, 11/30/24, which was the date originally requested. They did not help me and told me to go back onto the website, which was already crashing, and ATTEMPT to cancel my show that way. That was the word they used -- ATTEMPT. As if they already knew my request was a lost cause. This was supposed to be my 4 year old's first visit to a movie theatre, and already it was a terrible experience. And I purchased 12 tickets total, this was not a small monetary amount. I went onto the site to try and cancel, and of course, the site timed out for 10 minutes straight, until it finally took me to the page where I could cancel, but at this point it was past 2pm, so the site indicated "sorry we cannot refund a show that has already begun". So I had to repurchase tickets for 11/30/24. I just want my money back for the show we did not attend, on 11/29/24. it does not seem difficult for this to occur but AMC did not give me that refund, and will not respond to my repeated requests on their website for resolution to my ordeal. I am on here requesting a refund of my original purchase, $59.08 plus fees, to total $63.22, due to my duress and all the hoops I have had to endure jumping through for a very simple cancellation request. Thank you.

      Business Response

      Date: 12/05/2024

      Hi there,

       

      This guest is in our current contact queue and we should be reaching back out to them soon via Incident # *************. Order ********** has been refunded for the guest. 

    • Initial Complaint

      Date:12/04/2024

      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 was told there was a billing issue with my amc a list account. Went up to update my payment account as requested. App and website said there was an error. Emailed customer customer as requested as there is no phone number for support. No response. Then get notified my account has now been canceled. But I can reinstate it within 30 days. I attempt to; also given error on website and app. Send another support email, no response. Site advised to try social media. No response. Sent another email requesting follow up or a supervisor, no response

      Business Response

      Date: 12/05/2024

      Hi there,

      This guest has been contacted via Incident # ******-000***. We have received a very large number of contacts due to the holiday season, which may cause a delay in response. However, as stated in our automatic reply email, we respond within 5 business days. The guests membership was canceled due to a missed payment during their billing cycle on 11/25/2024. I have pushed an update through on their account and they should now be able to re-enroll. 

    • Initial Complaint

      Date:12/03/2024

      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.
      The theatre forced people to buy small
      popcorn at a larger price than normal large popcorn, this is price gauging, they did not say this when we purchased the tickets, they had everything they needed to give us popcorn and chose not to

      Business Response

      Date: 12/03/2024

      We appreciate this guest making us aware of his concern and will reach out to the guest via email to obtain more details - so this matter can be reviewed and resolved.

    • Initial Complaint

      Date:11/27/2024

      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.
      I've tried to reach customer service they do not have a phone number where they can be reached. I purchased my tickets for Friday and it turned out to be the same day as I purchased the ticket which was November 27th around 1:00 p.m. and they won't communicate with me and I have tried several times so I'm asking for a refund for the tickets that I purchased which was supposed to be for the 29th of November at 8:00 p.m. . This was purchased for ASM theaters at *** ******** in Chicago.

      Business Response

      Date: 12/02/2024

      The guest reached out to us through Facebook on 11/27 and our team was able to assist with the refund on 11/28.  The guest should see the refund reflected on their account within 5 business days depending on the card issuer.  ********

    • Initial Complaint

      Date:11/27/2024

      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.
      AMC makes it extremely difficult to cancel a membership. Their help system on their website does not allow you to do so and I am an engineer for goodness sakes!

      Business Response

      Date: 12/02/2024

      I located the AMC Stubs account and can confirm that it was cancelled on 11/27/2024.  They will not be billed moving forward unless they re-enroll in AMC Stubs Premiere or AMC Stubs A-List.

    • Initial Complaint

      Date:11/26/2024

      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.
      There is no customer service. I have been trying to contact AMC for over a week about an issue with their app and no response. their phone line tells you to get a Facebook or an twitter account but when you do that no one replies. when you email them you get a response that says they will not email you back.

      Business Response

      Date: 11/26/2024

      Reaching out to guest via social media (as we were able to locate guest's contact from earlier today, 11/26/24. We will assist guest with regaining access to her AMC Stubs account.

      Customer Answer

      Date: 11/26/2024

       

      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,



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

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