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

  3025 Disney Street Cincinnati, OH 45209

• 

  Cinemark USA, Inc.

  6001 Canal Rd Valley View, OH 44125

• 

  The Carolina Cinemark Asheville

  1640 Hendersonville Rd Asheville, NC 28803

• 

  Cinemark Tinseltown Usa and XD

  11855 Gateway Blvd W El Paso, TX 79936

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:05/31/2023

  Type:Sales and Advertising 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 had a movie club membership and had unused 7 credits for movie tickets. Because of COVID i canceled my membership but was not worried since their advertising states credits rollover. I went to sign up again to see a movie and my account has 0 credits. I want to be able to use my credits to go the movie this weekend, but will now to have to pay out of pocket. I want to be reimbursed for the tickets i will have to buy and i want access to remaining credits i should have access to use

  Business Response

  Date: 06/06/2023

  The customer was informed of the credits expiring after the account has been cancelled for 6 months. They were also told how to get the credits back if they wanted them. 

• Initial Complaint

  Date:05/30/2023

  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 received a movie gift card. At Christmas for $25 the year before Covid. I didn't use it because of Covid. I now feel ok to go to the movies. I went to the Cinemark website. This is what I says...Does a Cinemark Gift Card or e-Gift Card ever expire?No, Cinemark Gift Cards and e-Gift Cards never expire, never depreciate in value and there are no deductions due to inactivity.I put in the number to see the balance was and it said "0" balance.I then call Cinemark and was told that they do expire.

  Business Response

  Date: 06/06/2023

  The customer was sent an email to confirm the gift card is still valid and can be used. An apology was provided as well.

• Initial Complaint

  Date:04/19/2023

  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 met the requirements for Cinemark MovieClub platinum status yet have not been accorded that status. The requirement is to have had 25 visits to the Cinemark movie chain and I had that but Cinemark only reflects 23 of the 25 required. When I pointed out that the last 2 visits occurred using guest passes and that the local Cinemark 18 (******************) rep did not input my account details my argument fell on deaf ears. I have the details of all visits and credit card receipts from concession purchases for those visits including the last ones not credited. The local Cinemark18 manager *********************** offered me 4 movie passes. I indicated to her that 10 movie passes would be an acceptable compromise in lieu of the platinum status which offers a higher discount rate on concessions that regular status but she declined. My movieclub accountt number is *******

  Business Response

  Date: 04/25/2023

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

  The customer was apologized to. We informed them we do not have a way to manually add Platinum status to an account. There were 2 ********** credits added to their account.

  Customer Answer

  Date: 05/19/2023

  I am rejecting this response because:   

  It is insufficient to replace what was lost.  Apologies are great and I appreciate that as I do the offer of 2 movie credits however the platinum status to which I am entitled not only accords 2 movie credits it also accords a higher doscount rate for the year raising it from 20 to 25% on all concession purchases.  I sugessted an additional 8 movie credits in lieu of the increased discount rate since they cannot apply platinum status to my account.  I make a lot of concession purchases over the course of 1 year and the increased discount amounts to 5% of that.  I figured 8 extra movie credit passes would help offset that loss as well as for my time spent in resolving this matter that was created by cinemark.

• Initial Complaint

  Date:04/14/2023

  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 had $100 worth of e-gift cards on my Cinemark account that was suddenly wiped away on April 9th. When contacting Cinemark via email and telephone they refuse to take any responsibility whatsoever and give everyone the same spiel that we are not responsible for lost or stolen gift cards or passwords and you should protect it like cash. How do you protect an e-gift card like cash? I thought it would be safe in my Cinemark account, but apparently not and I am out the money because Cinemark will not take any responsibility. Upon further searching online it seems to be a common problem with stolen funds and Cinemark. I dont know if this is a poorly secured app/site or if someone who works at Cinemark is doing this. This is not right and the lack of compassion and responsibility from Cinemark is appalling. I went to my last movie with them and dont know that Ill ever go back. Terrible customer service and policies.

  Business Response

  Date: 04/25/2023

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

   

  We have offered the stolen amount to be added to a new gift card and suggested she make additional security adjustments to the account. An explanation as to why this happened was provided as well.

  Customer Answer

  Date: 05/18/2023

  I am rejecting this response because:   I provided a response to the email with the card number a week ago and today for the refund, but have not received the funds or a response yet. 

• Initial Complaint

  Date:04/11/2023

  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 refunded my tickets with the intention of rebuying new tickets as we wanted to change our seats. The transaction fee wasnt refunded. I am not ok with being charged $16 simply because I wanted to change my seats. So far the business claims their system wont allow a refund and I believe this is unacceptable. I want the transaction fee refunded.

  Business Response

  Date: 04/25/2023

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

  The customer has been offered a refund for the online fees. We requested additional information to locate the original purchase they are wanting a refund for.

• Initial Complaint

  Date:03/29/2023

  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 bought a ticket yesterday 3/23 for next week showing on 3/28 for ***************** 4 at Cinemark . It was $5.00 for the ticket plus $1.85 service fee plus 60 cents sales tax making the total $7.95. My plans have changed and I can't make the movie next week. I try to cancel the ticket for a full refund via the Cinemark *** and the *** said the $1.85 is not refunded back to my credit card, but it's CONVERTED to Cinemark cash that will be added to my Cinemark member account. So I called their guest services and the person answering said he is in the Cinemark HQ in ***** and that it's always been Cinemark policy to NOT REFUND ticket service fees and to convert those fees to Cinemark Cash. I have emails from 2019 and 2021 (ATTACHED DOCUMENTS) where I bought tickets for Cinemark movie showings and then ask for a refund and was refunded the full amount back to my credit card including all service fees. When I requested the person I was speaking with over the phone if I could speak with his supervisor or district manager, he said there is no one in that BIG CINEMARK HQ building in ***** that is OVER HIM that I can speak with: NO SUPERVISOR, NO DISTRICT MANAGER. He is the only person there in that big building which I find very hard to believe. Then he said if there is nothing else I can do for you [besides giving you a Partial Refund not including the ticket service fee, have a nice day, and he HUNG UP ON ME. It should be illegal for a company to keep the ticket service fee. if ****** customers buy a ticket and at $1.85 service fee per ticket, that's $18,500. Then those ****** customers cancel the ticket and CINEMARK keeps the $18,500 and convert it to Cinemark Cash on those ****** customers Cinemark accounts and they don't use it or don't know about it, that's extra $ Cinemark gets for not having provided a service or product to those ****** customers. I want a full refund of my $7.95 including the $1.85 service fee and also because they done it before.

  Customer Answer

  Date: 03/29/2023

  I tried to call the other day and your  phone automated system said due to upgrades I couldn't get hold of a rep.

  After I told Cinemark I filed a complaint with BBB and with ***** Attorney ************************** they gave me a full refund today.

  But I still think the BBB and Atty ******* should investigate Cinemark business practice of keeping the $1.85 per ticket service fee and converting them to Cinemark movie credits, whenever any customers request a refund of unused movie tickets.

  Cinemark is making a lot of money from those UNREFUNDED $1.85 per ticket service fee.

  Thsnk you for your help.

• Initial Complaint

  Date:03/18/2023

  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 had two $50 gift cards that were digitally added to my Cinemark account about two months ago. When I went into my account today the gift card balances were $0 but no transactions were showing on my account. Someone somehow got the gift card info. I had destroyed the physical cards after they were digitally added to my Cinemark account so I know the access to the cards was through Cinemark. I called Cinemark and they said they couldn't do anything and that someone had hacked my account. They refused to do anything even though I know access to the cards came through Cinemark.

  Business Response

  Date: 03/22/2023

  We are very sorry that your gift cards were used fraudulently and without your consent. After reviewing the transactions that were made, we were able to determine that they were made by someone that was able to present the registered gift card QR code in person to make the transactions. These transactions will not show in your account history, as your member ID was not scanned. Only the registered gift card QR code from your account was presented.
  
  Most likely this is a result of someone gaining access to your personal email giving them the ability to change the password and gain access to your account and gift cards.
  
  Cinemark is not responsible for any fraudulent transactions that were made through your account. It is important that the password for your account is made to be as complicated as possible without recycling passwords that are used on other accounts. Please enable the 2-factor authentication that we offer as an extra level of security. Gift cards should be protected as cash and Cinemark is not liable for any lost funds.
  
  We will forward your information to our ************************** for further review.

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your response is innaccurate. No one hacked my account and changed the password. I was able to access my account with the same password even after the gift card balances were used fraudulently. Also, I had my credit card information saved in the app as well as unused movie ticket credits so if the account had been hacked they would have certainly used my credit card and movie ticket credits as well. This is a problem specifically with gift cards. From a simple ****** search there are tons of other that have had the same issue and I can see that Cinemark knows about it and is turning a blind eye and not taking responsibility for it. When I called Cinemark customer service he could not tell me where the gift cards were used, what was purchased or whether it was a digital gift card or actual card in-hand. There is something very suspicious going on when tons of people are all having DIGITAL gift cards exploited but nothing else on their account. It sounds to me like an inside job, or that there is a loophole that Cinemark knows about or should know about with digital gift cards that criminals are exploiting and Cinemark is simply telling customers it's not Cinemarks fault and too bad. Well I do not accept that. Its a problem with the gift cards or the Cinemark app, neither of which are my fault. Please do the ethical thing and really look into this and fix it, not just for me but for all the future unsuspecting customers that will load digital gift cards into the app and lose their money.

• Initial Complaint

  Date:12/29/2022

  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.

  Someone used the balance of 2 gift cards that were registered to my Cinemark account. This transaction was made in another city and the person also used their own (potentially stolen) credit card to pay the remaining balance on their transaction. In total, they used $53.75 from my gift cards. Cinemark refused to help me and wouldn't look into the credit card information of the person who used my cards.
  
  Upon contacting Cinemark, this was their response:
  "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."
  
  My issue is that in a time of rampant online hacking and information theft, Cinemark requires customers to upload their entire gift card balance to their site, without allowing us to just pay the balance at checkout, ultimately leaving those funds available to theft. The response that we need to protect the cards as cash is removing their responsibility to effectively protect their customers from a forced scenario. (Please see the attached examples of the checkout screen that I've included). Unlike a normal transaction where, for example, you have a $50 gift card and you key in the card info at checkout to pay your purchase balance and then hold on to the remaining balance on the physical card. Instead, Cinemark forces you into a situation of being targeted (who's to say it isn't from within their company) by online hacking/information theft. If I had the remainder of my gift card balance on my card, in my wallet, this wouldn't have happened. I also didn't accidentally lose a card that I should have been treating as cash.
  
  The purchase using my gift card balances has been attached as well
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2023/01/03) */
  We are very sorry in regards to your account being compromised and your gift cards used without your consent.
  Please keep in mind that you are not required to use the gift cards online. A credit or debit cred can be used to complete the online transaction. Gift cards can always be used at the theater in person. If the gift cards are registered to a Cinemark account, it is very important that your credentials are secure for all your accounts including your personal email.
  Please remember to make your passwords are made as complicated as possible and not to use passwords that are recycled on other accounts. We do offer a 2-factor authentication that can be enabled for an extra level of security.
  
  
  Consumer Response /* (3000, 7, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Had I added a credit or debit card to the account, and it was compromised, the unauthorized user would have additional funds at their disposal. This is why I don't keep those cards on file. Maybe what you're implying is that purchasing gift cards from you is a bad idea to begin with, so I've learned my lesson there.
  
  Asking a person to secure their credentials is fine, but asking me to make sure that I am not the victim of online identity theft is more than I am capable of. What steps are you taking as a billion dollar company to protect customers? Having an archaic online system that forces me to leave my card info uploaded, and telling me to drive to the theater to make a purchase doesn't feel like a solution.
  
  While I understand that I can drive 15-20 minutes to my theater to purchase tickets for a future time and then drive 15-20 minutes back home, that isn't practical in a digital age. As you know, many tickets are presold online, as are many goods and services.
  
  What I'm asking for is that you update your checkout process to allow customers to use gift cards without leaving uploaded funds that can be compromised.
  
  Alternatively, your online system should automatically enable 2-factor authentication when uploading gift card info so that a pin is required to be texted before use. Informing customers after the fact isn't helpful.
  
  There are several complaints on BBB as well as other forums with the same issue. This is an ongoing problem that requires a solution other than placing blame on the user, or offering a one-time refund.

• Initial Complaint

  Date:12/12/2022

  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.

  I asked for and received a refund for my movie tickets before the show time. Instead of refunding me they put it on their site as store credit without my permission. It literally shows below their page to see the balance that you can request it back as real money on the original payment method. I requested this and they denied it and said there's no way to do it. It took them 20 minutes to respond the first time and then they started ignoring me after bald faced lying. I was assured my money was refundable when I made this purchase meanwhile they keep it and are profiting from it in their accounts. They have stolen my money and I want it back. They need to refund it to the payment method ending in **** from the account registered to ******************** or I will take whatever action is at my disposal including chargebacks or any other legal recourse I may have.
  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Hello,
  We are sorry for all the issues that you are receiving with your refund. Please contact us directly at *********** to assist in helping you further.
  
  
  Consumer Response /* (2000, 7, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have issued a refund via phone that should show up in my account in a few days. I wish it didn't have to go this far, but at least they did the right thing in the end.

• Initial Complaint

  Date:12/09/2022

  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.

  I had taken Cinemark Movie club membership with a monthly fee. I was accumulating monthly credit to watch movie using these credit. I also had registered Cinemark gift card on the website in the plans of using it for future purchases. In April 2022, I noticed that the credits and gift card amounts were used up. The membership portal shows that someone in Texas used these credits and my gift card while I was still in Florida. I had not shared any of the information with anyone.
  
  I had complaint to cinemark about the missing fund and credit in April. They said they issue ticket to anyone who mentions my phone number without verifying identity. This incident has hit with me a loss of close to $80 with no fault of mine. If this is how cinemark system worked and I don't know how else to protect my funds.
  
  I dont know if Cinemark stole this money and claims that someone used these funds. If this was a fraud, Cinemark should go after the cultprits and file charges against them. The investigation team could check the credit used along with this transaction and identify who it was. Also, there can be CCTV images of the people who picked up the ticket. At this point, it appear Cinemark doesn't acknowledge an honest customer and I am forced to cancel my subscription and any plans to buy gift cards.
  
  Attachment: You can see my credit has dropped from 3 credits to 0 credits in April. I don't have documentation regarding the gift card except for my purchases.
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2022/12/09) */
  We are very sorry that your gift cards were used fraudulently and without your consent. We were able to see that you did contact us regarding this in the past and at that time we escalated this to our Loss Prevention Department. After reviewing the transactions that were made, they were able to determine that they were made by someone that was able to present the correct credentials for your account in person. Most likely this is a result of them gaining access to your personal email giving them the ability to change the password and gain access to your account and gift cards. Cinemark is not responsible for any fraudulent transactions that were made through your account. It is important that the password for your account is made to be as complicated as possible without recycling passwords that are used on other accounts. Please enable the 2-factor authentication that we offer as an extra level of security. Gift cards should be protected as cash and Cinemark is not liable for any lost funds.