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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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AMC Entertainment has 89 locations, listed below.

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    Customer Complaints Summary

    • 304 total complaints in the last 3 years.
    • 105 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:10/10/2022

      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.
      In attempting to purchase movie tickets online, I was asked to create an account to complete my purchase. Movie tickets were added to the cart. When I completed the purchase, it signed me up for an monthly service that I did not want. Movie tickets were not purchased at that time. I immediately attempted to cancelen this membership and was charged an additional fee for early cancellation. I have attempted to contact the company to resolve this but they do not offer any form of customer service.

      Business Response

      Date: 10/12/2022

      We will reach out directly to this guest regarding her accidental A-List enrollment.
    • Initial Complaint

      Date:10/02/2022

      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.
      Hi I have had AMCPLUS free for 1 year from ******* once that ended I was sent an email that I can continue if I did a monthly subscription of yearly to renew I chose the yearly with a promo code that they offered if I chose yearly.. nothing was working on their site so I emailed customer service because they don’t have a telephone number for customer service… they told me they would send up to billing to stake payment and they would refund the promo amount
      They charged me full amount never refunded the promo amount and now I can’t sign in without making another payment it’s been over a month and I paid them for a full year and I can’t even watch unless I pay them again and every time I email them I get an email saying we have received your email we will send to billing and reach out to you shortly but no one has reached out they have my money but I can’t use my account

      Business Response

      Date: 10/03/2022

      This concern is directed to the AMC TV Network, not AMC Theatres. Concerns for their streaming subscription AMC+ can be submitted here: ***************************** 

      Customer Answer

      Date: 10/04/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



      Complaint: ********



      I am rejecting this response because:



      Regards,


      ****** *******
    • Initial Complaint

      Date:10/02/2022

      Type:Customer Service 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.
      Ordered popcorn, paid all fees for delivery- never delivered. (********) Not busy, no one in line when we arrived before our movie. Never delivered. Had to miss all previews to then get it myself - missing previews with my family.

      Business Response

      Date: 10/03/2022

      I’ve made note of your concerns for the management team, so this doesn’t happen again. I was able to locate your concession purchase, and process a full refund for you. These funds should appear in your bank account within 3-5 business days.

      Customer Answer

      Date: 10/03/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.

      Thank you for handling this so quickly.  I know it has been challenging after covid, as I am in the restaurant industry, but there needs to be minimum standards. Thank you!



      Regards,



      **** ******

    • Initial Complaint

      Date:09/24/2022

      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 is not allowing me to renew my A-List subscription stating there is a policy that you cannot renew until after 6 months have passed. I did not cancel my original plan and received no communication that it was being canceled.

      Business Response

      Date: 09/25/2022

      Reviewed details provided. Guest's AMC Stubs A-List account was cancelled on 8/13/2022 for being past due, after several unsuccessful billing attempts for the 8/5/2022 billing on the account. Details on AMC Stubs A-List, including past due billing and re-enrollment, can be found at: **************************************************************** Account is not eligible to re-enroll in AMC Stubs A-List until 09/04/2022. 
    • Initial Complaint

      Date:09/16/2022

      Type:Customer Service 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.
      Hi, I have four Gold tickets to AMC Theatres, but they are no longer accepted by AMC. AMC's website provides an email address (Gold Silver ), reportedly which will allow exchange of these older tickets to a more up to date format that can be used by the customer. Whenever I email them at this address, however, I only receive an automated reply asking for further information (like images of the front and back of the tickets). Despite providing the further information that they request, the only response from AMC is the same automated reply, so no progress has been made. AMC provides no other contact information, other than that email address. How can I get these Gold tickets exchanged in to an up to date format that we can use? Thank you.

      Business Response

      Date: 10/01/2022

      The guest has emailed the correct address. The pass team has had a high volume of passes to process, however, they will get to the guest in the order they are received. If they need to get in touch with us further, they can contact us at ***********************, @******** on *******, or AMC Theatres' ******** Messenger page.

      Customer Answer

      Date: 10/01/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



      Complaint: ********



      I am rejecting this response because:  Thank you for your response.  Each time I email AMC, which has been many, I get the same automated email reply back, not to indicate that AMC will require further time, but that AMC requests further information, which I have repeatedly provided, but again only receive this same automated email response back.   It has been 12 weeks since I first emailed AMC.  How long do you expect it to take?  Thank you.



      Regards,



      ***** ******

      Business Response

      Date: 10/06/2022

      My apologies for the delay in receiving the replacements for your Gold passes. We have escalated your concerns to our compensation team to review. Please reach out to us via *************************** or our social media channels to request an update on your escalation. 

      Customer Answer

      Date: 10/06/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



      Complaint: ********



      I am rejecting this response because:  Thank you for your further response.  I have visited the web page that you mention in the past, and again today, and can't figure out how to send a message, as I do not have any kind of account number, which seemingly is required to send a message.  Also, I do not know how to do the social media things you mention.   Might you be able to provide an email address, different than "**************************," since I can't seem to get a response from anyone in the past few months at that address?  Or a phone number to call?  Thank you.



      Regards,



      ***** ******

      Business Response

      Date: 10/08/2022

      We apologize for any issues contacting us. We are happy to look into this for you. Please reach out to us at ***********************, AMC Theatres ******** Messenger, or ********* ** *******. 

      Customer Answer

      Date: 10/13/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.




      Regards,



      ***** ******
    • Initial Complaint

      Date:09/16/2022

      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.
      On August 28, 2022, about 13:00 hours my wife and I tried to see a movie at AMC ***** ****** **. I had an AMC gift card and I tried to use it at the theatre's kiosk after waiting in line. I scanned the gift card several times and it would not work. I spoke to a female teenager who worked for AMC. She was collecting movie tickets at the theatre entrance. She told me to get back in line and try to re-scan the gift card, that it should work. Again, I waited in line and then tried to use the gift card, scanning it at the AMC kiosk, and again it would not scan. I went back to the AMC employee collecting tickets and this time I was told "Those gift cards can't be scanned at the kiosk; they have to be used on-line at a computer". Angry, because this young lady had now had me standing in line twice when the gift card would not scan, I asked to speak to a manager. I first spoke to *****, a teenage manager, who kept interrupting me when I spoke. When I finally interrupted ***** telling her to let me finish, ***** told me that I was rude and disrespectful. ***** then asked sarcastically if I wanted to speak with the National Supervisor. ******, also a teenager was just as rude as *****. ****** would only give direction while I used my cell phone to try and use the gift card. When there was no reception, I angrily told my wife "Forget it, let's not see a movie today". ****** then told me never to come back. What's the justification for that, because I stood up for myself? Customer service in reference to this issue was terrible. I tried contacting AMC corporate through customer service prompts, but there was no one to talk to. When I did finally get someone on the phone at AMC, I was hung up on. I wrote an email complaint **************) on 09/07/2022 and I was apologized to by AMC. I was told that the "proper teams" would be notified, and I would be contacted by AMC, but as of today, there has been no response from AMC. If the gift cards don't work, then discontinue them.

      Business Response

      Date: 10/01/2022

      I have attached the letter sent to this guest. Their gift cards were not activated yet. We sent them instructions on how to do so. They used threatening language with our employees, and were sent a warning. However, they were not banned. No additional compensation will be provided due to the guest breaking our code of conduct.

      Customer Answer

      Date: 10/01/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



      Complaint: ********



      I am rejecting this response because: The business is lying. No threatening language was used against their employees. There is video of the altercation. We will be filing a discrimination complaint with the California Department of Social Services in reference to the treatment of the handicapped (specifically handicapped Veterans) by this business. Please read the letter AMC included to us. We stated that we would be contacting the BBB and that as an independent Veterans advocate we would be sharing our experience with AMC theaters with other Veterans. We have done everything we stated that we would do. In the letter from AMC, nothing is mentioned about the fact that I stated I was disabled. Because of improper training of AMC employees, I had to stand in line twice trying to use a gift card that would not scan at their kiosk. No apologies were given, and yes I’ll admit to being angry, in fact I was furious. If you were disabled, would you be? What made me the most angry is what if it had been a severely disabled person? I spent some time looking at complaints about AMC gift cards on line with the BBB. There are a lot of problems and angry customers in reference towards AMC gift cards. I am happy with allowing this complaint to remain as unresolved and for it to remain on the BBB’s website lowering AMC’s business rating. They deserve it. This is a good example of why teenagers should not be placed in supervisory positions. They will lie in order to keep from getting into trouble instead of admitting fault. Thank you for your attention in reference to this matter.



      Regards,



      **** ******
    • Initial Complaint

      Date:09/05/2022

      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 went to see **** ** at AMC dine-in theater located at ** * ******** *** ******** ** ***** on 9/5/22 and this movie had a problem with the 3D Effects which made most of the entire movie blurry and they knew about this problem before the movie started as the week before on thursday 9/1/22 i attempted to see **** ** and the movie was stopped because they had to "fix the 3d" i was informed by the worker that day that it would be fixed by the next showing and a week later it was still having issues. I spoke with the manager who was fully aware that the movie was not fully visible on 9/5/22 and they showed the movie regardless without any mention to the customers seeing the movie and the manager refused to give a re-admit pass for a different movie . I have enclosed a screen shot proving i had attended movies at both times. I am asking for a re-admit pass

      Business Response

      Date: 09/06/2022

      Reviewed details provided by guest. See guest used AMC Stubs A-List reservation for showing. Comp of a ticket voucher cannot be provided for an A-List reservation. However, a onetime point adjustment of 10,000 points was added to A-List account for any inconvenience. Reviewing with a appropriate teams so any technical issues as described can be addressed.     
    • Initial Complaint

      Date:08/28/2022

      Type:Customer Service Issues
      Status:
      UnresolvedMore 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 gift cards the for Christmas in 2019, then Covid hit and we were unable to use the gift cars as everything shut down. we finally felt comfortable enough to go to the movie theater in April of this year. we were told that the "cards were closed" which is odd becasue it says right on the back of the cards that they DO NOT EXPIRE. I called the number on the back of the cards (3 cards for $10.00) and submitted all the required information by email on July 11th, 2022 and i have been waiting for the cards to be emailed to us. i have called several times and i am tired of waiting. the number on the gift card is 800-255-0311. i would like the replacement gift cards.

      Business Response

      Date: 08/28/2022

      Card Will Not Function 5 Years After Activation
      Funds Remain Available – Call ************** for Free Replacement Card
      Usable up to balance only to buy goods or services online at amctheatres.com and at any box office or concession register at AMC Theatres® locations in the U.S. Physical Card will not function five years after card activation; online redemptions and balance inquiries will be unavailable. Funds remain available. Not usable to purchase gift cards. Not redeemable for cash unless required by law. Not a credit or debit card. Safeguard the card. It will not be replaced or replenished if used without authorization. If lost or stolen, replacement card with remaining value requires original proof of purchase. AMC Card Processing Services, Inc. (“AMC CPS, Inc.”) is the card issuer and sole obligor to card owner. AMC CPS, Inc. may delegate its issuer obligations to an assignee, without recourse. If delegated, the assignee, and not AMC CPS, Inc., will be sole obligor to card owner. Purchase, use or acceptance of card constitutes acceptance of these terms. For balance or other customer service inquiries, including replacement of physical card, and AMC Theatre brands, visit any AMC theatre, log on to amctheatres.com or call ***************

      Customer Answer

      Date: 08/30/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



      Complaint: ********



      I am rejecting this response because:

      i was told that i would receive the emailed replacement gift cards 7 to 10 business days when i first called July 11th.  i am told the same thing every time i call..and i am even told the same thing from the response i received from you. i would actually like to get the "physical" gift cards instead of being told i "will" get them. Please try to contact an actual person at AMC as i could not.  i tried several different phone numbers and could not get a real person. at this point i do not believe they have any intention of issuing the replacement cards and i am getting very frustrated.

      **** & *** Perry





      Regards,



      **** And ****** Perry

    • Initial Complaint

      Date:08/26/2022

      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.
      On June 27, 2022 I attempted to use my $25.00 AMC gift card to purchase movie tickets online. I was informed that the gift card wasn't working and to call customer service. I was provided a contact phone number to receive a replacement gift card. I spoke to an AMC representative by phone on 6/27/22. She instructed me to email a photo of both the front and back of the gift card with other info which I did on 6/27/22. I was told I would receive my replacement gift card in 15 business days. On 7/21/22 I sent a follow up email to AMC because I had not yet received my gift card. I have not received a response. I have sent 3 emails to AMC with no response from them. As of 8/26/22 I still had not received my gift card so I resent by email to AMC all of the info I provided to AMC on June 27. As of today, I have not received my gift card. It has been two months. This seems like a deliberate attempt to have customers give up because they make the process so difficult and time consuming. It is a real shame to treat customers so poorly.

      Business Response

      Date: 09/11/2022

      Reviewed details provided by guest. Details and images provided by guest forwarded to Gift Card replacement team for review and assistance. Team will be in direct contact with guest as soon as possible to provide status update on guest's replacement request.  
    • Initial Complaint

      Date:08/21/2022

      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.
      I was charged $26.05 at the counter by mistake. I had two free movie tickets. The employee was apparently new. He said he reversed the charge but that wasn’t the truth. I disputed the charge with credit card but it wasn’t successful. I would like the refund since I has the free movie tickets and was charged incorrectly.

      Business Response

      Date: 09/05/2022

      This guest is welcome to visit the Guest Services desk at the theatre - so that a manager can assist with refunding the guest's purchase.

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