Complaints

This profile includes complaints for Cinemark USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cinemark USA, Inc. has 21 locations, listed below.

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  Cinemark USA, Inc.

  3900 Dallas Pkwy Plano, TX 75093-7869

• 

  CineMark USA, Inc

  40 Glenmaura National Blvd Moosic, PA 18507

• 

  Cinemark

  3025 Disney Street Cincinnati, OH 45209

• 

  Cinemark USA, Inc.

  17450 Southpark Ctr Strongsville, OH 44136

• 

  Cinemark 14 Round Rock

  4401 N Interstate 35 Ste 3000 Round Rock, TX 78664

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:11/01/2022

  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.

  Hi, I'm a member of the Cinemark movie club. This membership gives me access to movie credits every month. My membership currently has 6 credits on the account, which should entitle me to free movie tickets. I recently went to the Florence 14 in Florence KY and they refused to accept my credits and said credits only work for online ticket purchases. I can't buy tickets online though because my membership is paused. So now I'm stuck with credits that I cannot use. I feel like this movie club is a scam and they have been billing me for services that cannot be used. I would like a refund for 6 months of the movie membership OR 6 movie tickets that I can use in a physical location to see a movie. Please let me know which option you will follow. If I do not hear back with a refund the 6 movie tickets, I will contact my CC company and file a complaint for a charge back.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/03) */
  We apologize to hear about that experience, and sincerely hope their next theatre visit is more pleasant. Regarding our Cinemark Movie Club Membership, MC pause does not restrict any of our users from purchasing tickets online, nor will cause for any credits to expire. It is only a pause on monthly billings for our members who aren't using it for a limited period. Additionally, Cinemark Movie Club Credits are available to be used at our theatres, misinformation was given to the guest, and we dearly apologize for that. Thank you for your feedback, and we hope to see the guest in our theatres again soon.

• Initial Complaint

  Date:10/29/2022

  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.

  This evening (10/29) my 15 year old daughter and her friend were attempting to buy tickets at the box office for an R rated movie. The manager on duty at Cinemark 12, Mansfield, TX told them that she needed to see their ID's so I went to the window and let her know that I was giving consent for them to purchase tickets and see the movie. She told me that the policy was that an adult needed to be in attendance with them and I again stated that I was giving consent and I know from my many times of watching movies at this theater that I have never seen that rule enforced especially when tickets are purchased online. She proceeded to tell me it's the policy so I asked for a manager to which she laughed and stated she was the manager. I asked for her superior and was greeted by a young man who validated what she said and then told me that the lady was his manager. I asked for a superior, not an employee. I let her know that I am sure that if I stood there or near the podium that there would be many underage kids with no adult being let in to watch R rated movies. She agreed that they are not always good about checking ID's. So with that said, why would a parent giving consent and willing to purchase the tickets suddenly have the rules enforced when she agreed that it rarely happens. I am very disappointed as a regular customer and felt as though she thought that it was funny to say that she was the manager and bring in a subordinate to talk to me which was a waste of my time. Either enforce the rule for all or change the rule so that no one feels singled out as I felt at that moment. Not a good look for a business from a management perspective. Her response felt very biased. I would hate to stand at the theater for the day and call out the need to check ID's because of this.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/11/01) */
  We're very sorry for the experience you had and the experience our theatre. The management was correct when stating our rated-R policy, however we apologize for the way the staff handled that situation. Please keep in mind our rated-R policy is stated on our website. For reference, our policy is listed below:
  
  Cinemark supports and enforces the MPAA (Motion Picture Association of America) / CARA (Classification and Rating Administration) ratings system. You must be at least 17 years of age (18 in some states) or have a parent or guardian accompany you to view the movie. Valid ID's will be required to attend R-Rated movies and will be checked at the theatre.
  
  Again, we apologize for the experience at our theatre, and we hope this experience doesn't prevent you from visiting our theatres in the future.

• Initial Complaint

  Date:09/01/2022

  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.

  On August 19th I purchased a $30 gift card for my son's birthday on August 31st. I have never received the card (which was supposed to be sent by US Mail). I contacted Cinemark Guest services and was told it might take up to 12 days to receive the card due to the pandemic. I advised them that the pandemic is over and mail service has returned to business as usual. To this date, I have still not received the card and when I contacted the customer support service again, I received the attached response. At this point I had to go out and purchase another gift for my son as his birthday has come and gone. I frequent the Cinemark Theatre in my location quite often and am a Rewards member; however, this experience has left a bad taste in my mouth. It could have been handled better. I asked for an E Card or a refund and got neither.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 8, 2022/09/16) */
  A refund was issued to the customer for the gift card.
  
  
  Consumer Response /* (2000, 10, 2022/09/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund received.

• Initial Complaint

  Date:08/26/2022

  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.

  My Cinemark gift card was registered at Cinemark.com. On July 2nd, i got an email that somebody in New Jersey used to my giftcard balance to purchase 2 movie tickets. I was trying to research how to cancel that transaction. I have tried to call the customer service for numerous time to get reach out to someone from Cinemark. But, i could not get reached out to somebody until July 5th. I spoke with LaNeisha from Cinemark Guest Service and she told me that this is not their fault because managing online account and the gift card is not their responsibility and she proposed me that they will make an exception to reimburse $30.60 (2tickets) as soon as i get an empty gift card from local cinemark. So, i have sent them an email and provided the gift card number for asking reload the balance. It has been more than a month now but still they are ignoring my email and they never response my request.
  
  Who would buy their gift card with their poor customer service and lack of technical security on their website?
  I would never buy their gift card again.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/29) */
  We are sorry for the delayed response. Since the initial email was sent out on 7/5 requesting a new gift card number, and the response was not received until 7/16, your case was closed. However, we have successfully activated the new gift card you provided and added $30.60 to it. Thank you!

• Initial Complaint

  Date:08/06/2022

  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 3 tickets 2 adult and 1 child When we got to the movies I had not purchased a ticket for my 3 week old baby. We were told that they could not let us in with a child under 6 on a Saturday night after 6 because it was a rated r movie. My husband went to speak to the manager directly who told him no as well. I then asked ok instead of a refund could we see something else. The manager the proceeds to scream at me and tell me no it is after 6 you can't see **** here I then said so we can't see a non rated r movie, the policy you just stated said rated r. He then proceeded to show my the policy so I told him that is not what I asked he then proceeds to y'all at me again and tell me I didn't ask him **** and just because I'm a white b**** doesn't mean he's going to give me what I want and that I need to get the f*** out of his business now before he has me thrown out and that I will never see a movie at his theatre again. This manger needs to be fired immediately. I was told my refund would be in my account within 30 minutes but I haven't received anything. This manager needs to be dealt with. I will be letting friends and family know how I was treated and will boycott this location.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/08/23) */
  The theater team was able issue the refund for the purchase while the customer was on site. Camera feed was reviewed by the GM.

• Initial Complaint

  Date:07/26/2022

  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.

  My gift cards were hacked on cinemarks website. Someone used the money in a state 2000 miles away from my location. Contacting cinemark they say they wont do anything about the issue. Say they wont refund or work to make the stolen gift cards right. Poor company to work with.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/27) */
  We can confirm that all access to accounts at Cinemark have been accessed with the appropriate credentials that an authorized user would utilize. Unfortunately, Cinemark would not be able to tell if those credentials were stolen, and therefore we cannot accept responsibility for credential security outside of Cinemark systems. Our gift cards should be protected as cash, and Cinemark is not liable for any lost funds. We have sent a password reset link to the guest to reset their password and enable the 2FA for enhanced security. If guest can get a new Cinemark gift card, then we can add $39.28 stolen funds as a one-time courtesy. The gift cards stolen are already voided.