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Business Profile

Theatre

Santikos Theatres Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Santikos Theatres Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Santikos Theatres Inc has 9 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint 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:05/31/2025

      Type:Product Issues
      Status:
      Answered
      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 free movie tickets from ****** for an EGREGIOUS act by a staff member during COVID. I was told by the Manager, who gave them to me, that I could use them anytime and not to worry about them ever expiring. I tried to use 3 of the 6 I have left to get into the movie and I was told by the new movie theater purchaser, Santikos Amstar, that those tickets are no longer valid. They stopped taking in April 2024. I wrote to customer service to say I was out of ** for almost the full year of 2024. Plus I never received an email notice of this. I was never notified of that and that is NOT FAIR! I was NEVER sent an email to say use it or I would lose it. I asked if they could please send me 6 free tickets from your now new movie theater. I would be so thankful because that would be a fair outcome for what happened to me in the past. Santikos said, "NO". But my complaint is they are still under the name Santikos AMSTAR and I continue to get email adveritising from them. If they can send me email advertising they could have sent an email about their choosing not to accept the tickets anymore. I tried to explain this to the manager at the theater but he said he could not help me. This is deceptive to me because their name still has ****** in it. I explained to customer service we spend a lot of money at their theater. Last visit we spent $81.94. I'm a great customer and should be treated that way. I would like 6 free movie tickets or a gift card to be able to buy 6 adult movie tickets.

      Business Response

      Date: 06/10/2025

      Santikos Entertainment purchased all *************************************************************************************** July 2023.   Since this was an asset purchase, so all previous passes, rainchecks and bulk tickets we accepted until December 31, 2023.   Since Southern Theaters didn't take names of guest who received passes, rainchecks or bulk tickets, there was no way to communicate to each guests.  The Southern Theater chain is no longer a company and they are out of business with this purchase.   Thank you  

      Customer Answer

      Date: 06/10/2025

      Complaint: 23400382

      I am rejecting this response because: of two reasons.

      1-The same way they send advertising emails to all on their email list is the same way they new company could have reach out through same email to say we are taking over and anyone with rainchecks, tickets, etc. need to use by such and such date.

      2-Also, I received a gift card from ****** and that I was still able to use. What is the difference between actual movie tickets and a gift card?

      As I mentioned in my original email to Santikos Entertainment (the movie theater) I spend a good amount of money at the movie theater. If I don't get a satisfactory result I will take my business to another theater chain.

      3-Plus,  word of mouth is very important.  Bad reviews are not good for any business.

      Regards,

      Torye-*** ******

    • Initial Complaint

      Date:09/01/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Paid for 4 movie tickets and had to refund. They gave me rain checks and I have not been able to use them due to them changing the stipulations per movie. This was money I paid. Not free vouchers and they will not honor them for when I want to see the movie. Get different stories from everyone I talk to at the theater.

      Business Response

      Date: 09/04/2023

      The guest received Rain Checks - on the back of the Rain Checks it has a stipulation - "Studio restrictions may apply and may not be valid the first 2 weeks of film engagement.   Studio restrictions will be noted at the theater."   The film studios determined if their movies will accept passes and for how long.  Sometimes it's 14 days and sometimes 17 days.   This customer called our ***************** and wanted to see Blue Beetle this weekend, that restriction for that feature is now available starting today - September 4th.   Reviewing the future movies, we believe the studios will not restrict anything over the next two months.   Lots of opportunities to see Blue Beetle or other features.    Thank you.

    • Initial Complaint

      Date:07/31/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Went to theater to use 3 out of 12 of my super saver to watch a movie only was told I couldn't use them and they are expired because they issued different ones I told them that when I got them they said they never expire but now all of a sudden they are expired because there some new ones they should at least reissue them since they gave me the customer no warning that they were expiring or anything how am I supposed to know would have used them before since I go to the theater alot but with covid everything last couple of years havent been going as much now that everything has died down I was trying to go back but horrible customer service on their part lol at the pictures theres no expiration how are we customers supposed to know especially with everything going on in covid times and then they say they expired in 2019 come on right when everything was happening there never supposed to expire

      Business Response

      Date: 08/03/2023

      These Super Savers were given out sometime between 2013 to 2015.   In late 2017, we advertised at every location and on the social media that old Super Savers and any passes would expire in December 2019 - about two years.    All Super Savers and passes now have expiration dates and we change them yearly to make sure the customers can't hold onto them forever.   Unfortunately, these passes being anywhere from eight to ten years old our staff doesn't accept them anymore.    

      Customer Answer

      Date: 08/03/2023

      Complaint: 20394672

      I am rejecting this response because: I never saw anything advertised unfortunately and it's not like I recieved an email or anything as well how was I supposed to know I had hoped you guys would at least honor or exchange them for the new passes because how was I supposed to know otherwise because they weren't supposed to expire that was the whole purpose of them and santikos being for the *********** antonio and giving back to san antonio community should at the very least be able to exchange them since I didn't know about it

      Regards,

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

      Business Response

      Date: 08/03/2023

      Santikos has stood by this policy since 2019 when we stop accepting them after two years of communication at the theaters and on our website.   Email addresses weren't taken for all Super Savers purchases from eight to ten years ago, we have put in a policy of all Super Savers purchases provide an email address now and we notify them when their Super Savers will be expiring.   We also give customers who purchase Super Savers an extra three months to use them.  Thank you.

      Customer Answer

      Date: 08/03/2023

      Complaint: 20394672

      I am rejecting this response because: so since I didnt use them because they dont have an expiration theres nothing you can do now because you guys just decided to expire them without me being notified at all and wont even exchange them for current ones isnt that considered false advertising because when I bought them the said they never expire I will have to look into this matter it's not like I'm asking for a refund but just an exchange for current ones at least since I didn't know if you guys cant do anything in regards I will just ask my legal representative just dosent seem right

      Regards,

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

    • Initial Complaint

      Date:07/10/2023

      Type:Billing Issues
      Status:
      Answered
      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 7/7/2023 I purchased 6 tickets to see the new spider-verse move air time 5:30pm. Due to a medical emergency I and my daughter was not able to attend. The theater refused to refund my money or allow me to reschedule. I would have excepted either resolution.

      Business Response

      Date: 07/12/2023

      We have reached to customer and explained refunds can be done up to one hour before the showtimes.   We have offered her two rainchecks and she has accepted it and now knows our policy going forward.   Thank you.

    • Initial Complaint

      Date:03/10/2023

      Type:Product Issues
      Status:
      Answered
      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.
      We always go to the movies but lately the palladium a Santikos theater has been not preparing and serving food to customers orders I am allergic to mushrooms and I can not have much salt on my food so I order my food a certain way and each time they mess up the order on this and other occasions they have served me mushrooms had to be hospitalized and when I complained this *********************** guy was very rude and ugly talking to me I asked for the corporate office to contact me and no one called we paid for several movies we did not see cause we refused to go in the theater. My resolution is to be paid back for movies we did not see and the refund for the 5 ******** that were bad.

      Business Response

      Date: 03/14/2023

      In regard to the complaint filed by **********************,Santikos has already compensated Ms. ******* over $125 in refunds and 10 rainchecks since September 2022 due to various complaints. She has also spoken with multiple managers at our Palladium location in addition to members of our corporate office including our Director of ******************** and our Executive Director of Theater Support. Santikos has exhausted all efforts to appease Ms. ******* and will not be providing any additional refunds or tickets.

      Customer Answer

      Date: 03/31/2023

      Complaint: 19552053

      I am rejecting this response because:

      I have not been given anything that is a blatant lie and I was contacted after 2 weeks and I will not allow this to go on they continue to mislead and lie to customers and it is a known thing with them I am not the only person I have friends who will as well attest to this cause they were mistreated as well and are willing to give their names as well and they have had conversations with rude disrespectful people now I will take it further to the business side and world they can keep their ticket refund we have paid for that they are refusing to give our money back so we can go to another theater company and I refuse to be bullied for something I have paid for and I have receipts that I was never given by Santikos.
      So, this case is not closed because I never received the message until today.

      Regards,

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

      Business Response

      Date: 04/05/2023

      We stand by our last statement that we have provided over $125 in refunds and 10 rainchecks since September 2022.   Ms. ******* has talked to numerous individuals at Santikos and we will not be providing any additional refunds for food and/or tickets.   

      Customer Answer

      Date: 04/05/2023

      Complaint: 19552053

      I am rejecting this response because:
      I have yet to see any of those free items except one and I will stand by my decision. 
      Regards,

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

    Santikos Theatres Inc is NOT a BBB Accredited Business.

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