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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cinemark USA, Inc.

  3900 Dallas Pkwy Plano, TX 75093-7869

• 

  CineMark USA, Inc

  40 Glenmaura National Blvd Moosic, PA 18507

• 

  Cinemark

  367 Russell St Hadley, MA 01035

• 

  Cinemark

  3025 Disney Street Cincinnati, OH 45209

• 

  Cinemark USA, Inc.

  6001 Canal Rd Valley View, OH 44125

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:08/03/2023

  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.

  As a long term movie club member, we had 20 credits in our account. As they advertise they "never expire and roll over". Within 2 days someone gained access to our account in THEIR system, changed our email and drained all credits **** miles away from the billing address. After no success regaining access to our account via their online guest services, we finally found a person on their phone line to explain we had been hacked. He then provided that company policy is to take no responsibility or provide any refunds for breaches of THEIR systems and their lack of transaction monitoring/fraud controls. After asking for a manager we were offered merely half of what was stolen. We are due another 10 credits returned. What is the point of a customer loyalty program when customer funds are not safe in your system, and you treat them like garbage and blame the customer when your system is hacked? I can see from these other complaints I am not the only victim. The ease of access to their systems and lack of controls should make all buyers beware of being customers. I want the other 10 credits your poor systems did not safeguard, restored.

  Business Response

  Date: 08/14/2023

  We successfully added the additional 10 ********** credits back to the account 

• Initial Complaint

  Date:08/02/2023

  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 accidentally subscribe Cinemark monthly membership, but forgot to cancel it. Since then it charges me $10.65 every month since last January to July, but Cinemark never sent me message about my membership , and I never used their service since then. I asked Cinemark to refund my membership fee, because they as a service provider, should let their clients know that the client is paying them service fee but not using their service at all. But they refused my request, which i believe is not acceptable. I use other services like Amazon prime too, which is doing good-- > they constantly let the clients know that the clients has prime and is paying the prime fee. This is not true in Cinemark, i paid 7 month fee constantly but never used it but never received a single email from cinemark saying i am still paying the fee. This is a theif behavior, Cinema is stealing my money. I request them to return my money.

  Business Response

  Date: 08/09/2023

  Phone: **************
  Email address: ************************************** 

   

  The customer has been refunded for the charges and the account is closed. There will not be any additional charges unless they rejoin.

• Initial Complaint

  Date:07/24/2023

  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.

  After waiting hours to go into the website to finally purchase the item I wanted before it sold out my purchase went through. I did not receive the merchandise I ordered. I received something totally different and cheaper value. You guys are scammers and now the item I originally wanted is sold out and wont be available until October. My bank will be contacted because what you guys did was a ripe off.

  Business Response

  Date: 08/01/2023

  Phone: **************
  Email address: **************************************

   

  The Cinemark Shop is managed by a third party. For additional assistance regarding your purchase, please email them at **************************************. Or you can fill out the contact us form at Contact Us | Cinemark (shopcinemark.com).

• Initial Complaint

  Date:07/21/2023

  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 am rejecting this response because the response does not satisfactorily address my concerns. The theater cancelled my tickets without authorization, never notified me of the cancellation or refund, and then sold the seats to other people. If I hadnt been trying to buy an additional ticket, we wouldnt have known we didnt have seats until we turned up at the theater. Furthermore, the business never completed the promised follow through and took no steps to remedy the situation. The business response shows no concern for the inconvenience caused, the time and expense Ive undertaken to try to remedy business actions, and provided no indication that they will take action to prevent this from happening in the future.

  ovided NO notice that any tickets were refunded to me. Cinemark did not advise that any of my tickets were listed as available and for that matter are still showing on my account link as purchased tickets. Whats most infuriating is that, had I not been trying to buy the extra ticket, we would have had no information about this until we showed up at the theater.This is an incredibly irresponsible business practice. Its ruined my experience, since I was deliberate in my seat selection and Cinemark is refusing to honor my tickets, even though the error was completely on their end. Cinemark should be honoring my original J9-J14 purchase (or at the very least the J9-J13 tickets that I expressly asked them not to touch).

  Business Response

  Date: 07/26/2023

  We apologize that all the tickets in your purchase were refunded instead of just one seat. Since those seats become available immediately after the refund, we do not have a way to get those seats back to you if someone else purchases them in the meantime. Again, we do apologize, and we added 5 ********** credits to your account for the inconvenience when you contacted us. Each ********** credit is good for a standard ** ticket. We have coached the agent that received your call and processed a full refund instead of a partial refund in error.

  Business Response

  Date: 09/06/2023

  Phone: **************
  Email address: **************************************

  The issue was investigated, and agents were coached on proper procedures. Compensation and an apology were provided to the customer for their inconvenience.

• Initial Complaint

  Date:07/14/2023

  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.

  I am rejecting this response because:   I appreciate taking measures to fix the billing issues, but before I accept the response, I would like to know the amount I am getting reimbursed.

   

  Thank you

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

  Business Response

  Date: 07/26/2023

  Dear ******, 
  Our accounts show you originally signed up for your membership in December 2021, and utilized 7 of the monthly credits issued to your account between then and July 15, 2022. 
  
  Were sorry to hear that youre unhappy with the service provided since then. Weve terminated the account to prevent any further charges from occurring, have removed the 13 unused credits currently on the account and issued a refund to your card for the last 13 months of membership.
  
  In the future, please contact our guest services team at 1-800-CINEMARK for any questions or concerns regarding your account. Were always happy to assist.

   

  Phone: **************
  Email address: ************************************** 

  Customer Answer

  Date: 09/30/2023

  Thank you for allowing me to respond.

   

  Cinemark credited me an amount of $99.99 with ten transactions in July 26 and $11.99 in July 28 totaling $111.89. I still need to get a refund for other 3 charges of $11.99 each for April, one charge and two charges on May of this year.  The total amount to be refunded is $35.97.

   

  Thank you

  Sincerely

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

  Business Response

  Date: 10/24/2023

  A remaining refund in the amount of ***** has been issued for the remaining months of the subscription that had not been previously refunded.  The subscription has been fully removed from the account. 

  Customer Answer

  Date: 11/02/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/22/2023

  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.

  Cinemark ********** membership,I am a cinemark movie club member from long time but because of corona I have strated movie club membership again in Feb 2023. As I am out of country for couple of months I have canceled my membership temporarily with 2 pending movie credits in May 2023. As per cinemark rule I am eligible to use my credits for 6 months after canceling my membership. But somehow credits goes down to zero in June,2023. I have contacted customer service to resolve my issue multiple times earlier they sent a mail and told me they cant see any credits expiring soon, then another mail your credits are already expired we are trying to resolve with IT department and then after two weeks now I am getting a mail from them saying that Our records show your account has been flagged as fraud by our **************************** I mean how when its your technical fault I have lost my credits now when u should refund my credits back, you are saying my account is flagged n you cant reactivate it. Its really frustrating n disappointing. No response after that, I am looking for explanation on that please also the refund. Here sending a screenshot stating I have 2 credits on my account left

  Business Response

  Date: 07/13/2023

  Phone: **************
  Email address: ************************************** 

  The customer's account was marked as fraudulent for security purposes. However, after confirming it was not, the customer was given ********** membership for free.

  Business Response

  Date: 07/17/2023

  Phone: **************
  Email address: ************************************** 

  The customer's account was marked as fraudulent for security purposes. However, after confirming it was not, the customer was given ********** membership for free.

• Initial Complaint

  Date:06/09/2023

  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 recently had a call with the Cinemark customer service line about an issue with a refund, where my issue was not resolved. I have been using the monthly movie club membership, and had received the monthly credits for a free ticket with each renewal. I had used two of these credits to get tickets for an upcoming movie, but upon realizing I could not attend that day, I refunded the tickets. Although my receipt said my credits were refunded (see attached image), this was not reflected on my account. When I called to try and get this corrected, I was placed on hold for about 5 minutes before being told that my account was in the negative (even though nothing about my account page indicates to me that I had "negative" credits) and they withheld my refund to correct for that. When I asked for a moment to look into my account history to investigate, the customer service rep quickly wrapped up our call and hung up on me even though I had stayed on the call for 5 minutes waiting for his response. Nothing on my account page indicates where I had "gone into the negative" and my account history also shows that I should have 3 movie club credits (see 2nd image), so it's very frustrating that my refund is being withheld when everything I see indicates that I am owed the credits from my refund.

  Business Response

  Date: 06/16/2023

  Phone: **************

  Email address:
  ************************

  The account holder has not used good practice with our membership program. Due to this, the account has been corrected for the appropriate benefits to have been provided to them. 

  Business Response

  Date: 06/16/2023

  Reference Case: *********

• Initial Complaint

  Date:06/05/2023

  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.

  I have reviewed the business response and accept this resolution. However I think this is bad practice from the business. 

  Business Response

  Date: 06/12/2023

  We successfully refunded the online fees as a one time exception. Per our policy online fees are non refundable. If the guest wants to avoid online fees they would need to sign up for ********** or purchase tickets at the theater.

• Initial Complaint

  Date:06/01/2023

  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 have reviewed the business response and accept this resolution. s offered nothing. How many people are taking children to a movie at 10:35 PM on a school night (Thursday)?!?! I clearly made a simple mistake. I now want a refund after getting the run-around from both Fandango and Cinemark.MESSAGE FROM FANDANGO:We sincerely regret any inconvenience the customer has experienced. We hope the following information will help address any further concerns.As a free service to all of our users, Fandango provides showtimes, movie listings, and theater information for most theaters in *****************; always allowing the customer access to information they need to plan a trip to the movies. Primarily, Fandango is an independent company and does not receive any portion of theater ticket revenue.

  Business Response

  Date: 06/12/2023

  We have successfully reached on to Fandango on the guests behalf and they processed a refund

• Initial Complaint

  Date:05/31/2023

  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.

  I am rejecting this response because:   

   

  Cinemark said they will only refund my stolen credits if I re-acrivate my membership, which would cost me MORE money, which is literally extortion. Cinemark also said they will not do anything unless I file a police report. I will now be filing a police report, pressing theft and fraud charges against the general manager of my local Cinemark theater, and I will also be paying homeless people to picket in front of every Cinemark near me during popular opening weekends this summer. 

  ire about what is happening with my account. I was told that no employee of theirs has done this, which is a statement that cannot be made with 100% confidence, unless they took the time, while I was on the phone for less than 10 minutes, to interview every single employee that Cinemark has, which is not possible, so this was a lie.I was also told that whoever did this must have just logged into my account in the app, which also cannot be true because if it was done this way, I would be able to see the transaction and ticket history like normal, which I cannot.I was told that regardless of the fact that 13 of my credits have been used, all they can do for me is refund me 3 months (3 credits) and close my account so I can never be a ********** customer again.This is completely unacceptable, and borderline false advertising, theft, fraud, etc.

  Business Response

  Date: 06/21/2023

  We informed the guest he would have to file a police report to report any stolen credits. We also informed we can add the credits back to the account as an exception.