ComplaintsforAMC Theaters

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I wanted to go to the movies I don't have a computer I'm visibly impaired so using a cell phone with small print is very difficult to read all the fine print I have been a stubs members for years but I don't go to movies as I use to .I only wanted to buy tickets to Wonka I could not figure out how to just buy tickets the site forces you to accept A-list to finalize your ticket purchase .when I realized i was being charged for the membership it does not make it clear it's monthly or how to just buy tickets to a movie its deceptive very hard to navigate when you cant see all the small print . I feel deceived and taken advantage of they dont separate the ability to just get tickets verses being trapped into a fee I didn't realize I was agreeing to I'm being charged a almost 40$ for early cancellation and I can't cancel for 3 months do I don't know if they will take another 100$ im very upset they need to make the app easier to understand and navigate. I did see ***** I was not trying to be locked into monthly fees I can't afford I'm on a limited income . Just charge me for the movie I saw ,not A-list . There's no one to help you the managers at the theater are indifferent don't care the young man said your going to pay three months there nothing you can do about it, who does that *** is not the *** I've known all my years of movie going just mean and cold. Please help.

  Business response

  12/30/2023

  Hello,

  
  It was brought to my attention that you recently purchased a ticket for Wonka, and during the purchasing process, you were prompted to sign up for *** Stubs A-List. It is my understanding that you did not want to sign up for this membership, however the membership was unintentionally included in your purchase. I apologize that this happened. I understand that a lot of information can be contained in the fine print, but that you were only looking to purchase a ticket rather than sign up for a monthly membership. I would also like to apologize for the service you received from the *** associate who did not assist you with this concern. We will review the appropriate way of handling guest concerns with our staff at our location in order to ensure that a situation like the one that you were involved in does not happen again. As for a resolution, I am unfortunate unable to process a refund for you since the theatres do not have access to update A-List memberships, but I can provide you with a few avenues you can take to receive your refund. If you go to the following website, *********************************** provide your account information and a brief description of the issue that you have, they will be able to provide more assistance with a finding a resolution.*** is also on ******** and X if you have a social media account on either of these platforms. I understand that not every has social media, but I wanted to provide you with that option just in case that option is available to you. If this issue has not been resolved by the next time you are at any of our location, please notify a manager and update them on your situation. Thank you for taking the time to bring this to our attention. I hope that we can quickly resolve your concern in a satisfactory manner.
  
  Sincerely,
  *******************************
  General Manager
  Washington Square 12

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was told to go back to *** the have already infactically told me they can do nothing and even the card they gave me has a fack contact email .why could the responding rep forward this to the proper place for resolution they are being greedy and unprofessional I was charged a 38$ early cancellation fee, also my credit card has been hijacked you can't remove your card they know what they are doing you go on the site to buy tickets and your tricked into the 19.$ a month A-list. No I want a full refund except for movies I've seen very disappointed ?? and disgusted I'm on social security I would not sign up to pay 19$ a month. Never. 
  
  Regards,
  
  *************************
  

  Business response

  01/29/2024

  *******,

  My name is *******************************, and I am the General Manager of the *****************************.  I am reaching out to you in regard to the complaint from ************************* (21019526-C84BD).  I wanted to inform you that I am actively in contact with my corporate office in order to find a resolution for ******' situation as quickly as possible. I am unsure about what else has been communicated to ****** since she has not come to this location, but she noted that the management team at another location told her that there is nothing they can do. If the corporate office does not directly reach out, I will update you as soon as I hear back with the resolution. Please let me know what additional steps you believe are warranted on my end to facilitate a satisfactory resolution.

  UPDATE: I received a reply back from my corporate office, and they informed me that they will be reaching out to ****** directly. I will keep you updated as I learn more.
  

  Thank you,
  

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

  General Manager

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

  Customer response

  01/29/2024

  I have heard back from *** they are refunding my A-list charge of $37.46 I felt it should be more but something better than nothing and they will not charge me for the 3 months and cancelled it. This was done by my not giving up BBB for the first time I've had a complaint gave up but I do believe your input helped but in the end I obtained my resolution. Thanks  BBB for helping and *** for resolution promised. 

  Customer response

  01/29/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩