ComplaintsforAMC Entertainment

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AMC Theatre I patronized the Lynnhaven Virginia Beach, Va., AMC Movie Theatre after having been away from theatres for a little while. I was excited to see the release of the newest “Silent Place” franchise installment. I’d also just renewed my “Stubs” annual membership. Boy… was I disappointed. Extremely disappointed. The concession stand was absent of nearly everything. There were NO “sliders.” There were NO “hot dogs.” There were NO “Flatbread Pizzas.” There were also NO real options for the Soda dispenser. ALL of the viable flavors were gone. How is that possible on the opening day of a significant movie, ON a Friday night, at the beginning of the Summer season? Unconscionable. In a day and time when movie houses are closing left and right, does AMC do THIS to their customers?!? There are NO concessions, YET it still charges customers FULL PRICE for a subpar experience. This will be the last time I patronize an AMC theatre. EVER. Please refund me the amount paid for the “STUBS” annual membership. As a stockholder in this company, I am EMBARRASSED to be associated with it in any way. Come Monday, I’ll be selling ALL of my shares. T**** ** ******* **********************

  Business response

  07/01/2024

  Guest was contacted via email regarding experience and provided with the requested refund.

  Business response

  07/01/2024

  Guest was provided with the originally requested refund for the AMC Stubs account. As the ticket was purchased in theatre, the guest would need to visit the theatre to request a refund for the ticket.

  Customer response

  07/02/2024

   
  Complaint: *** *******

   

  I am rejecting this response because:
  
  This response regarding the ticket purchase at the theatre does not consider the inconvenience experienced by the customer at this AMC theatre.
  

  Not taking into consideration that customers physically go to a theatre for the overall “experience,” not just the movie, is where AMC has completely “dropped the ball” here. 
  

  For my part, I’ll simply not patronize any AMC theatre. Fortunately enough, there are several ******* ****** near me where movie features can be seen.

  Also, you might want to consider replacing the person handling these BBB responses; they’re horrible. Their inability, or willingness to accommodate requests -conveniently- has certainly been evident here. 

  Sincerely,
  ***** *******

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the AMC theater at West Oaks Mall with my son to watch a movie. Upon arrival, the manager on duty stopped me and informed me that my son was not allowed to enter the theater because they claimed he was six years old. In fact, my son is ten years old, and I had proper identification to verify his age if needed. Despite showing proof of my son's age, including his birth certificate and school identification, the manager refused to allow us entry and did not even attempt to verify his age. When I requested to speak with another manager or obtain the manager's name, she refused both requests and continued to deny us entry without proper justification. I believe this treatment constitutes clear discrimination against my son based on his age. The manager's actions were not only disrespectful and unprofessional but also deeply concerning regarding the theater's adherence to fair business practices. This refusal was based on incorrect information provided by the staff regarding my son's age, which led to embarrassment and inconvenience for both of us. I believe this treatment constitutes discrimination against my son based on his age. It is unacceptable for AMC theater to deny entry to a paying customer and misrepresent the age of a minor without proper verification. Such practices not only violate consumer rights but also reflect poorly on the business's customer service standards.

  Business response

  06/28/2024

  Reviewed details provided. Guest has been contacted by AMC Guest Services team for assistance with this matter. Incident ************* for reference, if needed.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was buying tickets for a movie with AMC when I was offered to try A-list for $.99 for the first month. Well I went to cancel it as I don’t go to the movies often and don’t want to spend the monthly subscription charge but AMC charges me a $47 early termination fee. I went to get this refunded and they are hiding behind tiny print and a click box that constitutes some sort of binding contract for the 3 month subscription. I was trying to buy movie tickets not enter into an 3 month contract. They also do not care about making it right they just keep saying we are right you are wrong. Please request a refund from AMC.

  Business response

  06/06/2024

  Hi there,

  My apologies for any confusion! It appears that this guest enrolled in the A-List membership using a promotion which discounted the first month to $0.99. The $0.99 offer for the first month of AMC Stubs A-List is not a trial offer, but a discounted first month of service. When initially enrolling in AMC Stubs A-List, guests are provided a link to the AMC Stubs A-List Terms and Conditions, and must check a box, advising that they agree to these terms and conditions prior to enrolling. The Terms and Conditions of the AMC Stubs A-List program can also be located here: ****************. Additionally, prior to completing the purchase transactions, guests must check a box acknowledging the initial non-cancelable term of three billing periods. Given the multiple-levels of approvals and acknowledgments which must be checked prior to completing enrollment into the AMC Stubs A-List program, we are not able to waive the 3-month initial commitment.

   

  Business response

  06/07/2024

  All AMC Stubs A-List memberships have an initial commitment period of 3 months. When enrolling into A-List, all members must check a box agreeing to the 3-month initial commitment period. If guests cancel during the first 3 months of their membership, there is an early termination fee for the remaining months. This fee is non-refundable and cannot be waived, but guests will still be able to use their benefits until the end of their commitment period. This is noted in the AMC Stubs A-List Terms & Conditions that were agreed upon during enrollment:

  Customer response

  06/11/2024

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I previously complained about AMC refusing to refund convenience fees when making changes to tickets and now I have noticed AMC also charged a separate convenience fee after not refunding the 3 previous charges. I did not even purchase a new ticket. I should never have been charge. AMC is making false charges. AMC is STEALING from customers. I would like my money refunded PLUS the other convenience fees. When totaling the amount of charges I have received, AMC has STOLEN more than the cost of the actual movie tickets.

  Business response

  05/27/2024

  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 Food & Beverage in advance, and to skip lines at the theatre. The fee is displayed on the Order Summary during the online purchase process. 

  Customer response

  05/27/2024

   
  Complaint: ********
  
  I am rejecting this response because: the convenience fee was $2.19 per ticket. All fees were already added to the total when I purchased the tickets. I already paid the convenience fees when I bought the tickets. AMC then charged me $4.78 separately when I did not even make a purchase. That is theft and I am entitled to a refund. 
  
  Sincerely,
  
  ****** *****

  Business response

  05/28/2024

  Reaching out to guest via email to obtain online transaction details - so this can be reviewed further.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AMC un-rightfully charged me an “early cancellation fee” which I do not agree with. I paid for a membership for movies. They do not have any showings for the movie I want to see, but ***** does so I canceled my membership with AMC and will be going with *****. AMC owes me $47.90

  Business response

  05/21/2024

  I'm sorry for any confusion! When you joined A-List, you agreed to an initial 3-month commitment. The charge you received was an early termination fee for the time remaining in that commitment due to cancellation. You can continue to use your A-List benefits until the end of that period, which is noted in your My AMC account. You can read more here: https://www.****************************************************

  Business response

  05/22/2024

  When initially enrolling in AMC Stubs A-List, guests are provided a link to the AMC Stubs A-List Terms and Conditions, and must check a box, advising that they agree to these terms and conditions prior to enrolling. The Terms and Conditions of the AMC Stubs A-List program can be located here: https:********************************************************** Additionally, prior to completing the purchase transactions, guests must check a box acknowledging the initial non-cancelable term of three billing periods. Given the multiple-levels of approvals and acknowledgements which must be checked prior to completing enrollment into the AMC Stubs A-List program, we are not able to waive the 3-month initial commitment.  

  Customer response

  05/22/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  ***** Cinema doesn’t make their members sign a 3 month commitment and then charge them an up-surd amount of money.

  Also, you are not providing movies/showings that I am looking for, so why would I want to stay? Now I am the early termination fee back and also a full refund for the A-List membership I paid for and if I don’t I will contact my bank and file a dispute.

  Absolutely ridiculous and unacceptable.

  if you’re going to do this crap then at least offer better/more movie selections.

  how is it that ***** can get it but you can’t?

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  NO 1 EVER answers the phone I have cancelled this card out cut it up paid it off and they keep taking interest out of my bank acct. Last 3mos 81.00 the Card is AMC entertainment visa

  Business response

  05/20/2024

  We have reached out to the guest directly to assist.  I have included our message to the guest below.
  
  Hello ****,
  
  My name is *****, and I am with the AMC Theatres Guest Services team.  Our team received an email regarding some trouble that you are having with your AMC Visa card.  I am sorry for any trouble with this card and would like to look into this further for you.  Could you please tell me if the issue that you are experiencing has to do with the AMC Stubs points that you earn from using the card or does it have to do with transactions on the card?

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Subject: I didn't get to see my movie and I would like a refund How Can We Help?: I went to see Unsung Hero and my confirmation number was #*********** There were no signs on how to find the theater. I asked three different people who told me it was in theater 11. I went there and there were no previews but I thought it was because of the run down condition of the theater. I waited for 15 minutes past the movie start time and I did not get to see the movie. I went back to the register but the cashiers were rude to me wanting to fill orders instead of help me. The place was very overstaffed. I would like a full refund for the $9 I paid (with fees/taxes) to get into a movie I never saw I tried to call there and got put in hold for a long period of time so I gave up. I don't pay for movies I don't see. I have never had an experience this horrible.

  Business response

  05/13/2024

  We have reached out to the guest directly to assist.  I have included our message to the guest below.
  
  Hello ******,
  
  My name is *****, and I am with the AMC Theatres Guest Services team.  Our team received an email regarding your recent experience at AMC Classic Mounds View 15.  I am very sorry to hear that you did not get the chance to watch the film as expected.  I can assure you that this is not the type of experience that we aspire to offer.  Our guests should expect to view the film they have tickets for without any disruptions and with quick, friendly service.  I am sorry that this experience fell short of that expectation.  Please know that I have shared your experience with the appropriate teams so that we can work with the theatre to improve and provide a better experience in the future.  While I am unable to refund orders that were placed through ********, I would like to send you one guest pass so that you can see another movie on us.  This pass can be used for any regularly scheduled showtime including IMAX, Dolby, and 3D showings.  Is ******************** a good email address where this pass can be sent?

  Customer response

  05/13/2024

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AMC app is charging cancelation fees after i no longer wish to be a part of their trial membership. Difficult to cancel and charges fees. Absolute abuse of having my credit card info. Someone needs to look into it.

  Business response

  04/29/2024

  When enrolling in AMC Stubs A-List, all members must agree to a 3 month commitment period.  This is stated in the terms and conditions that are agreed to and is stated during the enrollment process.  If the A-List membership is cancelled within the 3 month commitment period, and early termination fee will be charged in the amount of the remaining months of the A-List commitment period.  If the A-List membership is cancelled during the commitment period, the guest will still have access to all of the A-List benefits until the end of the commitment period, which is stated on the AMC Stubs account.  You can read more here: ***************************************************************.
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  6 days ago I purchased a trial AMS Theater A-list subscription for $0.99. Today I cancelled it because the offer of movies in my theater is insufficient. Instead of being charged $0.99 being this the trial month that they advertised, AMC charged my credit card $47.90. AMC's advertisement of $0.99 is clearly a scam whereby AMC is illegally charging for cancelling their subscription within the trial month. I would like BBB to request a full refund from AMC Theater. I attach my cancellation confirmation and the charge to my credit card. Thank you for helping with this. Best regards, ****** ****** 

  Business response

  04/22/2024

  I'm sorry for any confusion! When a guest joined A-List, they agree to an initial 3-month commitment. The charge the guest received was an early termination fee for the time remaining in that commitment due to cancellation. They can continue to use their A-List benefits until the end of that period, which is noted in their My AMC account.  They can read more here: ***************************************************************.  The commitment period is also stated on the promotion on our website.

  Customer response

  04/22/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  04/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/6/24 at AMC Bay Street theater in emeryville, Ca, I had an altercation with an employee which resulted in being confronted by a manager. I was given misinformation by the ticket agent which resulted in paying for parking and missing the beginning of the movie. I used profanity which I apologize for, in response to the employee not taking responsibility and being rude in his response for giving me the wrong info. I was accosted by a manager, I assume, and berated for what I said to the employee and asked not to return after I watched the movie. I was told I couldn’t treat service workers that way (although she was still not interested in the employee’s behavior). I told her I was a nurse and she condescendingly told me I should know what it means to be a service worker. I’m offended that my responsibilities and obligations as a nurse were compared to working at a movie theater. I worked during the Covid epidemic and don’t appreciate this comparison. While I shouldn’t have used profanity, there is also no excuse for the employee’s and the manager’s behavior. There should have been an apology made for giving misinformation about paying for parking, which essentially resulted in fraud as I made a payment for parking I shouldn’t have after 10pm, which another employee was aware of but not the one whom I had altercation with and whom reiterated my profane remark to him. After the “manager” confronted me, this employee came to us and continued to berate me and stated people like me shouldn’t be allowed to come to the theater.

  Business response

  04/08/2024

  We have reached out to the guest directly by email.  I have included our initial message below.
  
  H* *******
  
  My name is *****, and I am with the AMC Theatres Guest Services team.  I am sorry to hear about your recent experience at AMC Bay Street 16 and can assure you that this is not the type of experience that we aspire to offer.  I would like to look into this further for you.  Could you please provide me with your confirmation number or a picture of your receipt if your ticket was purchased at the theatre?  Could you also provide me with the name of the associate and manager that you spoke with during your visit?

  Customer response

  04/09/2024

  The business is requesting more info. I am not interested in any punitive measures.  I purchased a ticket for Monkey Man at 10:15pm. I’m sure you can inquire about the associate taking my payment and the other person involved who represented herself as a manager and asked me not to return to the theater. I would like you to make sure you train staff to give accurate info to customers and if they make an error, to behave in a professional and courteous manner rather than a rude and disrespectful one. I used profanity in my response to this which I regret, but the associate (& the “manager”) thought it was ok for him to respond in kind. 

  Business response

  04/12/2024

  AMC Guest Services team has reached out directly to the guest via email to request more information on the visit, so we can assist with a resolution. Email was sent on 04/08/2024 at 08:13am CT, but guest has not replied yet. Guest would need to respond back to the email, so we can further assist. Incident ************* for reference, if needed.

*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. ↩