Business Profile

Family Entertainment

AMC Entertainment

Headquarters

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Complaints

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

Customer Complaints Summary

313 total complaints in the last 3 years.
99 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.

Initial Complaint
Date:06/05/2025
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 purchased tickets online for a movie for 5/25. We ended up cancelling the order ahead of the movie start time as we were no longer able to attend. We were only refunded the price of the tickets, and not for a convenience fee of $7.14. Seeing as we did NOT attend the movie, there is no need for AMC to keep any of my money. I tried contacting customer service via email for assistance but never received any response.
Business Response
Date: 06/05/2025
Hi there,

We charge a small convenience fee per ticket purchased to help ensure you can purchase tickets conveniently online before they sell out, to select your ideal seats where applicable, to order concessions in advance, and to skip lines at the theatre. The fee is displayed on the Order Summary during the online purchase process. Unfortunately, convenience fees cannot be refunded. For more information, please visit *****************************************
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because: there is no reason to not refund me for tickets we didn’t use.

Sincerely,

****** *******
Initial Complaint
Date:06/04/2025
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.
We received AMC gift card for Christmas 2024, amount was 100.00. On 12/27/24 went to movies, employee helped us with gift card, purchase came to 18 and some change. 2025 went to movies, was then told gift card balance was 0.00. Extremely upset, no help from employees. We called customer service and was told our card was wiped out, on 12/28/24 $18.00/ 1/4/25 &72.93 and 1/5/25 &9.16. Rep said it was done from a computer??? I have sent emails to AMC , also to the customer Vulnerability Reporting format , and to investors we have yet to. Receive even a email. Our thoughts are that the employee that helped us also stole our gift card balance. This was a gift from our daughter and she is very upset as are we. Any answers would be appreciated.
Business Response
Date: 06/04/2025
Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance. Incident ************* for reference, if needed.
Initial Complaint
Date:06/02/2025
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 have an AMC gift card for two movie tickets plus a $20 gift card, but when I tried to scratch off the pin area, it is not readable and I am not able to use the card. I contacted AMC on Nov 17, 2024 and requested a replacement. They sent the following auto-reply: Thank you for contacting AMC regarding your AMC Gift Cards. Please verify that you have provided: · Full name and mailing address · Images of the front and backs of the gift cards · The 16 or 19 digit numbers from the back of the cards typed out within the body of the email · A brief description of the problem you’re experiencing · For lost or inactive gift cards, please provide a receipt · Your preference of Physical or Digital gift card Replacements are typically sent within eight weeks. Physical cards may take additional time to process. So, I immediately followed up with the requested information and attached a copy of the the front and back of the gift card: Full name and mailing address: ******** ******** **** ****** *** * Seattle, WA 98103 The 16 or 19 digit numbers from the back of the cards typed out within the body of the email: **************** A brief description of the problem you’re experiencing: I can not read the PIN Your preference of Physical or Digital gift card: Digital card is fine. Other than the auto-reply, I have received no response from AMC, despite following up in April, and again yesterday. I am not convinced they actually hire anyone to respond to these issues, nor process actual replacements.
Business Response
Date: 06/03/2025
Per review, this appears to be a Costco Pack for AMC Gift Cards. AMC is not responsible for replacing these Costco packs as they're sold directly by Costco. This guest should reach out to Costco regarding replacement of these Costco packs.
Initial Complaint
Date:06/02/2025
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 am writing to formally file a complaint regarding the ongoing issue of non-functional air conditioning at the AMC theater located at **** * ******* **** Pompano Beach, FL 33062. This issue has occurred on multiple occasions, and it is both unacceptable and uncomfortable for patrons. On Sat 5/31/25, I purchased an $18.76 ticket online for Final Destination: Bloodlines. At no point during the purchase process was there any indication that the air conditioning was not operational in several theaters. Had this info been disclosed, I would have chosen a different location. Upon arrival at about 8:40 PM, there was no signage at the theater entrance and no verbal notice from the staff member who scanned my ticket. It wasn’t until I reached Theater #17 that I noticed an 8x10 paper taped to the door, indicating the AC was not working. Fortunately, I was just within the 30-minute refund window, which I find to be an arbitrary restriction—especially under these circumstances. Refunds should be offered to anyone who experiences such an issue, regardless of timing. After the film, I visited the service desk and witnessed several other guests expressing frustration over the same issue. One individual was visibly sweating, and the staff appeared indifferent. I spoke with a staff member to request corporate contact information. After a long delay, he returned with two business cards but declined to provide the name of the individual responsible for assigning films to specific theaters. He cited a desire not to “get anyone in trouble,” which I found unprofessional. I was then directed to the acting manager, ******. When I asked her who assigns movies to each theater, she explained that the decision was made to place Final Destination: Bloodlines in a larger theater due to expected audience size. I suggested that comfort and functionality should have taken precedence over theater size, especially given the circumstances. When asked how long the AC had been down, ****** said 3 days.
Business Response
Date: 06/02/2025
We apologize for the poor experience during this guest's recent visit to AMC. Our HVAC vendors are currently working to resolve this issue as quickly as possible. Please know that the information provided is being shared with the appropriate internal parties at our corporate offices, so this can be reviewed and addressed with the theatre's management team.
Business Response
Date: 06/03/2025
Emailed guest and offered a free ticket voucher to return to watch another presentation on us.
Customer Answer
Date: 06/03/2025
offer received but that’s not the response i’m looking got since this is an ongoing issue at this location.
Initial Complaint
Date:05/21/2025
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 am writing to lodge a formal complaint regarding the unacceptable delay and lack of resolution surrounding the freeze of my AMC Entertainment VISA credit card account. I opened my account in February 2025. On or around March 4, 2025, I was notified that the Fraud Team had placed a hold on my account for a "specialized concern." I complied promptly with their request for documentation and submitted two months of bank statements on March 6, 2025. I confirmed with floor supervisor **** on March 12, 2025, that the Fraud Team had successfully received the required documents. Today is May 21, 2025—more than two months later—and I still do not have access to my account, despite making on-time payments and fully complying with your verification process. No updates, no resolution, and no communication since. This is unprofessional, negligent, and harmful to my financial stability and credit utilization. Let me be clear: this matter is now beyond delay—it is becoming deliberate obstruction. I am requesting the immediate reinstatement of access to my account, or a formal written explanation detailing the cause and timeline for full resolution. Continued silence will be considered a failure of duty of care and good faith by your institution.
Business Response
Date: 05/22/2025
Hi there,

Thank you for reaching out! I am afraid that we do not have access to any guests VISA account on our end. This would all be handled through our credit card servicer Deserve. We have contacted the guest on Incident # ************* to assist them with the contact information for Deserve.
Customer Answer
Date: 05/22/2025

Complaint: ********

I am rejecting this response because:
The company should simply forward the complaint to the appropriate chain of title.

Sincerely,

****** *******
Business Response
Date: 05/22/2025
We do not have access to any AMC Visa information on our end and due to the security steps when accessing an account and verifying information, they would need to contact the company that services the credit card, which is Deserve. This guest was contacted via Incident # *************.
Initial Complaint
Date:05/20/2025
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 am not liable for this debt with AMC/DESERVE/CELTIC, I do not have a contract with AMC/DESERVE/CELTIC, they did not provide me with the original contract as I Requested.
Business Response
Date: 05/22/2025
Hi there,

This guest has been contacted via Incident * *************. We would have no direct access to their credit card account. However, they have been directed to our credit card servicer, Deserve, for more information.
Customer Answer
Date: 05/22/2025
I spoke with 2 supervisors yesterday on 05/21/25. They both stated to me this would be removed from my credit report within 24-48 hours nothing has changed on my credit reports. Company doesn't have a fraudulent department so this fraud account has been able to just sit on my credit reports knowing I never owned an AMC CARD.
Business Response
Date: 05/22/2025
This guest has already been contacted via Incident * ************* and provided with the contact information for Deserve, who runs and operates the AMC Visa.
Customer Answer
Date: 05/23/2025

Complaint: ********

I am rejecting this response because: it did not fix the Fraudulent Account.

Sincerely,
******** *****
Customer Answer
Date: 05/27/2025
the business states that i do not have an account with them but its reporting falsely on all 3 of my credit profiles. i have submitted a cfpb complaint and bbb complaint and attorney general of Oregon complaint. this account needs to be removed from all 3 credit companies immediate.
Initial Complaint
Date:05/12/2025
Type:Facilities 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 at the theater at **** ******* ***, Marina del Rey, CA 90292. I was in theater 3, seat h12, on Sunday 5/11/25 with my family watching Thunderbolts. The seat I was in was broken and had a huge 4/5 inch gap and I had a hard time sitting properly. Even now my arm hurts. I contacted Stephen at AMC customer service and he couldn't do anything, then I talked to the manager at that location, named ****** and she said if there was an issue I should of told them yesterday when I left, but we were rushing off to a reserved Mother's Day lunch, we should be refunded for all Tickets since this whole experience was uncomfortable and they are putting customer's safety at risk because the chairs are about to fall apart
Business Response
Date: 05/12/2025
Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance via email.
Initial Complaint
Date:05/11/2025
Type:Facilities 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.
Subject: Complaint Regarding Unsatisfactory Movie Experience - Sinners - May 3, 2025 Dear AMC Theatres Customer Service, I am writing to express my extreme dissatisfaction with my recent movie viewing experience at one of your locations on May 3, 2025. I attended a showing of the movie "Sinners" and the experience was far below the standard I expect from AMC Theatres and certainly not worth the money I paid. Firstly, the visual presentation of the film was severely flawed. Throughout the entirety of "Sinners," the picture was noticeably blurry and excessively dark. This significantly detracted from my ability to enjoy the movie and made it difficult to discern details on screen. Secondly, the condition of the theatre itself was unacceptable. The seats were, frankly, filthy. They were covered in what appeared to be old spills and general grime, making for a very unpleasant and unhygienic seating environment. Finally, there was a persistent and unpleasant odor within the theatre. The bad smell permeated the air and further contributed to a negative and uncomfortable experience. Given the substandard conditions of the theatre and the poor quality of the movie presentation, I feel that the price of admission was entirely unjustified. I expect a certain level of cleanliness and a clear, properly projected film when I pay to see a movie at your establishment. My recent visit failed to meet even the most basic of these expectations. Therefore, I request a full refund for the tickets purchased for the "Sinners" showing on May 3, 2025. I hope you will take my complaint seriously and take the necessary steps to address these issues to ensure that other patrons do not have similar negative experiences. I look forward to your prompt response and a resolution to this matter.
Business Response
Date: 05/12/2025
We will be reaching out to this guest via email to review and resolve this guest's concerns with their presentation.
Initial Complaint
Date:05/06/2025
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 visited your AMC fountains ******** Texas location 5-6-2025 for 11:05am screening of thunderbolts. During the trailers the audio was not working. 30 minutes after the showtime I had to speak with a manager by the name of ******. She was in the theater but failed to provide the audience any kind of update. This theater has had several operating issues in the past. The level of management and experience here is unacceptable. I need to know if this is going to be corrected. I also need a refund as the show was cancelled approximately 45 minutes after the schedule showtime. Please advise asap.
Business Response
Date: 05/07/2025
Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance. Incident ************* for reference, if needed.
Initial Complaint
Date:04/28/2025
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 purchased a private theater rental showing minecraft moving on 4/10/25 for my sons 8th birthday with his friends and family. We received 2 confirmations and paid in full on 4/10/25. The second confirmation as attached showed an email just hours before arrival. upon arrival, we were told the theater is full and they don't know what happened. they offered us vouchers and some popcorn while all the disappointed children and families waiting in a small room. The refunded my money but that does not make up for my son crying on his birthday due to their neglect. AMC should have told the patrons that purchased tickets they made an error and should have showed the movie as promised. instead embarrassed and extremely disapointed and angry, i needed to tell all of the guests to leave while the managers vanished. all of the guests planned, bought gifts and were all turned away with vouchers without even an apology or the movie i paid for weeks earlier.
Business Response
Date: 04/29/2025
Our apologies for the poor experience. In review, guest was provided with a full refund for her original ticket purchase. Guest was also provided with 30 passes, along with Free Popcorn and Free Drink vouchers to visit at another time. (A $400+ value in addition to the original refund.)
Business Response
Date: 04/30/2025
Reviewed details provided. The theatre team provided the guest with a full refund, 30 movie passes along with Free Popcorn and Free Drink vouchers, and additional 25 complimentary kids' packs. Theatre team also apologized to the guests for the inconvenience. Guest's feedback has also been noted, so this can be reviewed by the appropriate teams to make improvements moving forward.
Customer Answer
Date: 05/02/2025

Complaint: ********

I am rejecting this response because: Corporate does not seem to understand. I received confirmation just a couple hours prior to arrival the theater that I paid for weeks ago was ready for me and my guests. I arrived and they sold out my theater that had been paid in full for weeks. Management decided I needed to tell all my guest they made the mistake instead of them owning their mistakes. All my guest received passes to come back. Basically they got passes to see a movie at another time that they were already going to see for free that day. They were not fairly compensated since they took time out of their day only to get passes to come back another day. They did not receive any apology for the time waste and disappointment from any theater staff. If you have children, you may understand that they ask daily when their birthday is. He was crying with disappointment because his birthday was a failure and all of his friends and parents were disappointed and upset! How does free passes make up for this?? And lastly, I was refunded the costs for not providing services paid for weeks earlier. The passes do not fairly compensate my son, our guests, and my family!

Sincerely,

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

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AMC Entertainment is NOT a BBB Accredited Business.