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:07/31/2024

  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.

  AMC theater on 7/2024 at 1:15 charged me $15.00 for a premiere rewards program instead of the free one I requested. When I asked for my money back, the manager in duty said he couldn't give me a refund while the cashier tried twice to get me to just accept the program. When I very clearly reiterated I wanted my money back, the manager said he would have to send an email to the head office, and it would take awhile to get a response. . I tried contacting AMC directly, but there isn't any phone number, email address, or texting options available. Any assistance will be greatly appreciated. I know $15.00 isn't a ton of money, but I'm retired on a fixed income, so every amount counts!

  Business Response

  Date: 08/01/2024

  Hi there,

  I was able to locate the purchase of the membership. As the purchase was made in-theatre, we will need to gather some more information from the theatre team. However, the guest has been contacted via Incident # ************* so that we can assist them with this membership purchase. 

  Customer Answer

  Date: 08/01/2024

   
  
  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,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/29/2024

  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.

  *** ****** *** ********* ** ******* ******** ***** ******************* ************
  July 30, 2024 **** **** ***** ********* ******* ***** ************* *** *** ******** ******* ***** ****** ******
  
  
  Dear ** **** ****],
  
  I am writing to express my grave concern and disappointment regarding a recent incident at one of your establishments. On July 20, 2024, my daughter dined at your theater /establishment/ restaurant located at **** ****** ***** *** ************* ** ***** and unfortunately consumed uncooked meat. This led to her contracting E.coli, which subsequently resulted in a serious kidney infection.
  
  As a parent, witnessing my daughter undergo such an ordeal has been distressing, to say the least. It is alarming to think that such a serious lapse in food safety standards could occur within your establishment, leading to a significant negative impact on the health and well-being of a customer. The consequences of serving undercooked meat are severe and can lead to life-threatening illnesses, as evidenced by my daughter's unfortunate experience.
  
  I urge you to take immediate and comprehensive action to review and improve your food safety protocols. It is imperative that measures are put in place to prevent such incidents from occurring in the future. I believe that it is the responsibility of your company to uphold the highest standards of food safety and consumer protection.
  
  In addition to seeking redress for the harm caused to my daughter, I hope that you will take this matter seriously and implement necessary changes to prevent similar incidents from happening to others. I would appreciate the opportunity to discuss this matter further and hear about the steps your company intends to take to rectify this situation and prevent such occurrences in the future.
  
  I look forward to your prompt response and a constructive resolution to this matter.
  
  Sincerely,
  *** ******

  Business Response

  Date: 07/30/2024

  At AMC, we take the health and well-being of our guests and associates seriously. We will be reaching out to this guest via email to obtain more details regarding this matter - so this can be reviewed and addressed.

• Initial Complaint

  Date:07/28/2024

  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.

  Today my family and I went to the amc near *****
  We were in theatre 6 seat D4-6
  My seat was not working. It did not recline whatsoever. We were unable to leave because my daughter wanted to watch the movie. Not only was my husband and I uncomfortable, having to switch seats but I am in my second trimester so not being able to lift my legs was extremely painful on my feet.
  We usually come to this theatre because it's close to home and because of its recliners. Why would there be tickets for a seat that does work.I have video that could not be uploaded.
  I am requesting a full refund. Tickets paid were 36.94+ concession of 30$

  Business Response

  Date: 07/29/2024

  The guest has reached out to us directly through our Contact Us page.  We are reaching back to to the guest through their contact form to assist.

  Customer Answer

  Date: 07/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are asking if i spoke to someone. i did not speak to anyone regarding the seat. Not only was there nothing that could've been done at the moment, but the theatre was full. So we would've caused commotion and disrupted the movie for not only my family, but others. This is something that should've been taken care of prior to having this seat available for purchase. 
  
  Also, the team members in the entry way were not welcoming. They initially told me I had to go back home and print the tickets out only to then joke about it afterwards.
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Business Response

  Date: 07/29/2024

  We are looking into this further and are in communication with the guest through our contact us form.  We will resolve with the guest through the contact form they have submitted.

• Initial Complaint

  Date:07/15/2024

  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 an AMC stubs member and I had issues with my account with movies being randomly added to my account. I complained to AMC and was offered no resolution. I complained that I got an email about no shows to movies that I had not booked myself. They offered me no solution and assured me I was not in danger of my account being closed. Then I was suddenly unable to access my account but was still charged for the month. I reached out again and it took them weeks to look into it and they then proceeded to blame me and told me “multiple warnings” were sent to me, which they were not. I asked them to reimburse me for the month of June since I was not able to access my account that month and they refused and refused to escalate me.

  Business Response

  Date: 07/16/2024

  Unfortunately, guest's account was closed due to a violation of the terms and conditions of the AMC Stubs Program. Per the AMC Stubs A-List Terms and Conditions, "You understand that tickets reserved using A-List Membership are intended to be used, and habitual no-show activity or excessive refunds may result, in our sole judgment, in cancellation of a Membership for cause and without a prorated refund." The terms and conditions can be reviewed at:amcstubs/alist/terms-and-conditions. After careful review with our internal teams, we will be unable to issue any compensation or reactivate the account.

  Business Response

  Date: 07/17/2024

  Guest Services team has been in contact with the guest via email (report *************) regarding this matter. Guest's account contained a violation of the terms and conditions of the AMC Stubs program. In accordance with that violation, the account was closed on 6/21/2024. A warning email was sent to the guest prior to the closure on 5/30/2024 with more details. Compensation or reactivation of the account is unable to be provided.

  Customer Answer

  Date: 07/18/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes, and I had emailed your customer service team explaining what was happening with my account and asking for help upon receiving that first and only message on 5/30. I had asked what screening I had missed and how to prevent my account from shutting down. That information was deliberately not provided to me by your guest services reps when I told them it was likely for a screening that had been auto booked by the glitch in my account that I had reached out about prior that was causing multiple random movies to be booked on my account every week that the app would not allow me to cancel. Instead of helping in any way, they had told me to reach back out if it stayed an issue, which I did, to absolutely no resolution once again. It is abhorrent that you won’t return the fees I paid for June given that no help was provided when I reached out about this specific issue several times. So far, I’ve had 3 friends agree to switch to a different theater’s unlimited program and I will continue to turn my community away from AMC, so I hope treating me in this way that seems outwardly illegal is worth the loss of hundreds of dollars a month in revenue. I will also begin posting about it on my social media accounts and raise awareness of the way you treat customers. 
  
  
  Sincerely,
  
  
  **** ******

• Initial Complaint

  Date:07/10/2024

  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.

  One seat stuck in prone position. Another seat doesn’t recline at all.

  Business Response

  Date: 07/11/2024

  Hi there,

   

  We have reached out to this guest via Incident # ************* to assist them and gather more information about the incident. 

  Business Response

  Date: 07/22/2024

  I have included the original message to the guest below.  Unfortunately, the seat was not brought to our attention during the visit or our team could have fixed the seat if it was not working properly.  The guest has not responded to attempt to contact them.
  
  Hi there,
  
  My name is **** and I am contacting you from AMC Theatres. It was
  brought to our attention that you encountered some trouble with your seats
  during your visit. I'm very sorry to hear you had a poor experience. Our guests
  should expect our seats to be safe, comfortable, and in good repair, and I'm
  sorry this experience fell short of that expectation. Typically, our theatre
  staff is able to address seating concerns and malfunctions rather quickly. Were
  you able to bring this to the attention of a manager or associate so that they
  could address this for you?
  
  Thanks!

  Customer Answer

  Date: 07/25/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because moviegoers should not have to miss their movie to address seats that don’t recline or are completely prone.
  
  
  
  Sincerely,
  
  
  **** ******

• Initial Complaint

  Date:06/29/2024

  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.

  AMC Theatre
  
  
  I patronized the Lynnhaven Virginia Beach, Va., AMC Movie Theatre after having been away from theatres for a little while. I was excited to see the release of the newest “Silent Place” franchise installment.
  
  I’d also just renewed my “Stubs” annual membership.
  
  Boy… was I disappointed. Extremely disappointed.
  
  The concession stand was absent of nearly everything. There were NO “sliders.” There were NO “hot dogs.” There were NO “Flatbread Pizzas.”
  
  There were also NO real options for the Soda dispenser. ALL of the viable flavors were gone. How is that possible on the opening day of a significant movie, ON a Friday night, at the beginning of the Summer season?
  
  Unconscionable. In a day and time when movie houses are closing left and right, does AMC do THIS to their customers?!? There are NO concessions, YET it still charges customers FULL PRICE for a subpar experience.
  
  This will be the last time I patronize an AMC theatre. EVER.
  
  Please refund me the amount paid for the “STUBS” annual membership. As a stockholder in this company, I am EMBARRASSED to be associated with it in any way. Come Monday, I’ll be selling ALL of my shares.
  
  T**** ** ******* **********************

  Business Response

  Date: 07/01/2024

  Guest was contacted via email regarding experience and provided with the requested refund.

  Business Response

  Date: 07/01/2024

  Guest was provided with the originally requested refund for the AMC Stubs account. As the ticket was purchased in theatre, the guest would need to visit the theatre to request a refund for the ticket.

  Customer Answer

  Date: 07/02/2024

   
  
  Complaint: *** *******

   

  I am rejecting this response because:
  
  
  This response regarding the ticket purchase at the theatre does not consider the inconvenience experienced by the customer at this AMC theatre.
  

  Not taking into consideration that customers physically go to a theatre for the overall “experience,” not just the movie, is where AMC has completely “dropped the ball” here. 
  

  For my part, I’ll simply not patronize any AMC theatre. Fortunately enough, there are several ******* ****** near me where movie features can be seen.

  Also, you might want to consider replacing the person handling these BBB responses; they’re horrible. Their inability, or willingness to accommodate requests -conveniently- has certainly been evident here. 

  Sincerely,
  
  
  ***** *******

• Initial Complaint

  Date:06/20/2024

  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.

  Date: 06/15/24
  
  I purchased 3 special popcorn/drinks packs to go along with the movie (totaling $73.97). The theater was sold out, told my daughter that she could drive to a different theater to pick one up, which there isn’t one close and it was 10:25 at night And she would’ve missed the movie . She then told my daughter that we could request a refund. I’ve been emailing back-and-forth with AMC Theatres to get a refund and was told today the solution was they have two of these packages aside “ That I can pick up at my earliest convenience”. I’ve told them that is not an acceptable solution because it’s not even the 3 I paid for Originally and I really wanted to pack to enjoy with the movie, and that was almost a week ago. If they cannot supply the item, it should not be available for pre-purchase because then problems like this wouldn’t occur.

  Business Response

  Date: 06/20/2024

  Offer to have the theatre team reach customer by phone to offer best available solution has been made, and no further response has been received. 

• Initial Complaint

  Date:06/05/2024

  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 was buying tickets for a movie with AMC when I was offered to try A-list for $.99 for the first month. Well I went to cancel it as I don’t go to the movies often and don’t want to spend the monthly subscription charge but AMC charges me a $47 early termination fee. I went to get this refunded and they are hiding behind tiny print and a click box that constitutes some sort of binding contract for the 3 month subscription. I was trying to buy movie tickets not enter into an 3 month contract. They also do not care about making it right they just keep saying we are right you are wrong. Please request a refund from AMC.

  Business Response

  Date: 06/06/2024

  Hi there,

  My apologies for any confusion! It appears that this guest enrolled in the A-List membership using a promotion which discounted the first month to $0.99. The $0.99 offer for the first month of AMC Stubs A-List is not a trial offer, but a discounted first month of service. When initially enrolling in AMC Stubs A-List, guests are provided a link to the AMC Stubs A-List Terms and Conditions, and must check a box, advising that they agree to these terms and conditions prior to enrolling. The Terms and Conditions of the AMC Stubs A-List program can also be located here: ****************. Additionally, prior to completing the purchase transactions, guests must check a box acknowledging the initial non-cancelable term of three billing periods. Given the multiple-levels of approvals and acknowledgments which must be checked prior to completing enrollment into the AMC Stubs A-List program, we are not able to waive the 3-month initial commitment.

   

  Business Response

  Date: 06/07/2024

  All AMC Stubs A-List memberships have an initial commitment period of 3 months. When enrolling into A-List, all members must check a box agreeing to the 3-month initial commitment period. If guests cancel during the first 3 months of their membership, there is an early termination fee for the remaining months. This fee is non-refundable and cannot be waived, but guests will still be able to use their benefits until the end of their commitment period. This is noted in the AMC Stubs A-List Terms & Conditions that were agreed upon during enrollment:

  Customer Answer

  Date: 06/11/2024

   
  
  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,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/26/2024

  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.

  I previously complained about AMC refusing to refund convenience fees when making changes to tickets and now I have noticed AMC also charged a separate convenience fee after not refunding the 3 previous charges. I did not even purchase a new ticket. I should never have been charge. AMC is making false charges. AMC is STEALING from customers. I would like my money refunded PLUS the other convenience fees. When totaling the amount of charges I have received, AMC has STOLEN more than the cost of the actual movie tickets.

  Business Response

  Date: 05/27/2024

  We charge a small convenience fee per ticket purchased to help ensure you can purchase tickets conveniently online before they sell out, to select your ideal seats where applicable, to order Food & Beverage in advance, and to skip lines at the theatre. The fee is displayed on the Order Summary during the online purchase process. 

  Customer Answer

  Date: 05/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the convenience fee was $2.19 per ticket. All fees were already added to the total when I purchased the tickets. I already paid the convenience fees when I bought the tickets. AMC then charged me $4.78 separately when I did not even make a purchase. That is theft and I am entitled to a refund. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/28/2024

  Reaching out to guest via email to obtain online transaction details - so this can be reviewed further.

• Initial Complaint

  Date:05/20/2024

  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 un-rightfully charged me an “early cancellation fee” which I do not agree with. I paid for a membership for movies. They do not have any showings for the movie I want to see, but ***** does so I canceled my membership with AMC and will be going with *****. AMC owes me $47.90

  Business Response

  Date: 05/21/2024

  I'm sorry for any confusion! When you joined A-List, you agreed to an
  initial 3-month commitment. The charge you received was an early termination fee
  for the time remaining in that commitment due to cancellation. You can continue
  to use your A-List benefits until the end of that period, which is noted in your
  My AMC account. You can read more here: https://www.****************************************************

  Business Response

  Date: 05/22/2024

  When initially enrolling in
  AMC Stubs A-List, guests are provided a link to the AMC Stubs A-List Terms
  and Conditions, and must check a box, advising that they agree to these
  terms and conditions prior to enrolling. The Terms and Conditions of the AMC Stubs A-List program can be located here: https:********************************************************** Additionally, prior to
  completing the purchase transactions, guests must check a box
  acknowledging the initial non-cancelable term of three billing periods.
  Given the multiple-levels of approvals and acknowledgements which must be
  checked prior to completing enrollment into the AMC Stubs A-List program,
  we are not able to waive the 3-month initial commitment.  

  Customer Answer

  Date: 05/22/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ***** Cinema doesn’t make their members sign a 3 month commitment and then charge them an up-surd amount of money.

  Also, you are not providing movies/showings that I am looking for, so why would I want to stay? Now I am the early termination fee back and also a full refund for the A-List membership I paid for and if I don’t I will contact my bank and file a dispute.

  Absolutely ridiculous and unacceptable.

  if you’re going to do this crap then at least offer better/more movie selections.

  how is it that ***** can get it but you can’t?

  
  
  
  Sincerely,
  
  
  
  ****** *******