ComplaintsforAMC Entertainment

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up to be an AMC Stubs member, then accidentally hit the A-List upgrade, a monthly membership, when Kevin Costner's supposed 3-series Horizon movies were announced, to cover all 3 in the series. That was understood in error, as there are not even 3 movies in that series, and it also carries a monthly fee for which there are no movies in time slots or genres of interest. I told AMC more than once, and no one will communicate outside links of text that don't fit this situation. Again: this A-List was understood wrongly, the Submit button for it hit in error. I want my credit card removed from my account. I paid for a year of Premium which is suppose to be the default status now for the rest of the year. No need for saving the card info for auto renewal. Get rid of my Visa now.

  Business response

  09/04/2024

  Reviewed details provided. Guest Services team has already been in contact with this guest from 8/3/2024. Incident ************* for reference, if needed. Guest enrolled in AMC Stubs A-List on 7/3/2024 and has actively used A-List benefits, with the last A-List reservation being used on 8/30/2024. Guest is currently in the 3-month initial commitment period as described in the A-List Terms and Conditions, which were agreed upon prior to enrollment. The Terms and Conditions of the AMC Stubs A-List program can be located here: **************************************************************** The 3-month commitment is non-refundable and cannot be waived. 

  Business response

  09/04/2024

  Guest signed up for AMC Stubs Premiere, the yearly membership, on 6/29/2024. Guest then enrolled in AMC Stubs A-List, the monthly movie membership, on 7/3/2024 and is currently in the 3-month commitment period as described in the A-List Terms and Conditions. Guest has seen at least 15 movies with the A-List membership so far.

  The Premiere membership remains on the guest's account until the A-List membership is fully cancelled. Once the A-List membership is fully cancelled, the primary card on file can be removed and the account will revert back to Premiere to finish the remainder of the membership.

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is no way for me to cancel as I keep saying. I have tried since day I, using the Premiere default, yet nothing posts that way, only as A-List, which I keep repeatedly canceling via all my support tickets that are ignored by humans, only looked at via automation which is not working obviously, even here. 

   

  Hire a human to actually read -READ- and reach out via phone to help cases like this. Not everything is cut and dried for robotic responses. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Yesterday night, at 9:00PM I bought tickets for my boyfriend and I. Upon arriving to the theatre, we were asked to show ID at the door to be able to watch the movie, I guess its a part of their policy which is fine. I paid $33.24 for two tickets on their website. My boyfriend showed his ID, but mine is lost and I am waiting for a new one in the mail. They said we had to have a physical hard copy of my ID to be allowed to get into the movie. I was able to show them a picture of my license and they would not accept it. They also told me in person "we can give you a refund", but since I ordered the tickets online, they said I would have to go through customer support, who did not give me a refund at all. Since mine is lost and all I have is a temporary I asked to be given a refund for the movie tickets. They told me that I would have to contact AMC for support and get the email through them. I called them, their phones were off. I texted them, they said since it was past 9PM I could not receive my refund. Finally, I got a real person to respond on their Facebook account. They said they would also not give me a refund, but would give me a voucher for two free tickets. I do not want more movie tickets I can't use. I believe I have the right to get my money back if I could not see this movie. And, what good do movie vouchers do for me when I do not have a hard copy of my license still. I would like my $33.24 refunded because there is no reason I should not be allowed to get my money back. Also, when support doesn't message me back until 8 AM I believe the customer support is rigged. Yeah, it was way past 9PM when I could reach out for a refund because it took them until 8AM to contact me.

  Business response

  09/03/2024

  Guest was emailed two ticket vouchers (an approximate $48 value if used for one of AMC's nearby premium format auditoriums) to compensate for the poor experience during her recent visit.

  Business response

  09/04/2024

  Reviewed details provided. Guest already reached out to the Guest Services team through Facebook regarding this matter on 9/1. Guest Services team offered two ticket vouchers and provided additional information on the ID policy. The guest accepted the vouchers as compensation, which arrived to the guest's email on 9/3/2024. Facebook conversation number, ********, for reference if needed.

  Customer response

  09/05/2024

  
  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. Even thought it is not the resolution I want, I will just accept that my money is gone and I will not get a refund.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file this complaint because we were A list members (my wife and I) until about two months ago when my wife got hit by drunk driver we had to focus on her recovery. Now because we had to redirect our little income for two months we can not sign back up til December bc we violated the Ts and Cs. This is very said because this was something we really enjoyed doing and it was our time together. I just want to be able to reinstate our two accounts so we can be A listers again. We enjoy the program. We are being punished again and again.

  Business response

  08/15/2024

  Hello,

  It appears that as of 08/14/2024 we have already waived the 6 month sign up restriction for both of these guests and re-enrolled them in the membership. More information regarding the A-List terms and conditions can be found here:

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint about a distressing experience at your *** ********* AMC Theater. On August 11, 2024, at 10am, my movie began 15 minutes late due to a technical issue. After the movie, I approached the acting manager, *****, to address a problem with two of my reclining chairs that were not functioning. Aaron informed me that I should have notified management during the movie to move my seat. I expressed that it was unreasonable to expect me to seek out assistance while I was trying to enjoy a movie I had already paid for. In response, ***** became aggressively confrontational, accused me of having a poor attitude, and refused to address my issue. When I asked to speak with another manager or associate, he followed me, invaded my personal space, and was verbally aggressive, causing me to feel threatened in front of my family. ******* behavior was highly unprofessional and does not reflect the standards I expect from AMC. I am requesting a full refund for my movie experience and an investigation into *****'s conduct. Please address this matter promptly and contact me to discuss the resolution. Thank you for your attention to this issue.

  Business response

  08/12/2024

  I am very sorry to hear about your recent experience at AMC Theatres. This is not the kind of visit that we want our guests to experience.

  We have spoken with this theatre location. I am happy to see that you were able to speak with the general manager at this location, and compensation has been offered. 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Tuesday, 7/30/24, I attempted to order 12 tickets for the Saturday, 8/2, 4 pm showing of Deadpool and Wolverine online. After many attempts, the system would not allow me to purchase tickets. I called the theater (******** ***** ** ** **** ******** ****** Vestavia Hills, Alabama. After speaking with a team member, I was asked to stop in and purchase the tickets. I stopped in later that afternoon and purchased tickets through their kiosk using my Cash App card ending in ****. In my first transaction, I purchase 10 tickets, because I could only purchase 10 at time (total of $175.89). I then attempted to process a second transaction for the remaining two tickets, but was told that I did not have enough money on the card (total was $35.18, but I was unaware that I only had $26.11 remaining on the card. After realizing the issue, I attempted to cancel the transaction and did. However, my Cash App statement shows the attempt and the cancelation, but the $26.11 was not refunded to my account. Cash App has stated that I would need to reach out to AMC for the refund. I have reached out to the AMC corporate office, but I continue to receive the runaround. All that I am asking for is the return of my money ($26.11). Thank you for your assistance with this matter.

  Business response

  08/05/2024

  The guest reached out to us directly by email and we have reached back out to them directly to assist.  I have included our message below.
  
  Hello *****
  
  Thank you for reaching out.  I am sorry for any trouble completing your purchase and would like to look into this further for you.  I was unable to locate any purchase attempts associated with the email provided.  Could you please provide me with the first 6 digits of the card that was charged or the confirmation number for the order that you refunded?

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  EXTREMELY URGENT! I paid for me and my wife 2 black tickets vouchers for a movie this sunday using voucher **************** and **************** BUT THE TICKETS ARE NOWHERE TO BE FOUND!!! HELP ME!!! THERE WAS AN ERROR MESSAGE BUT THE SEATS ARE STILL BLOCKED. PLEASE DO SOMETHING!!!!

  Business response

  08/02/2024

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

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  AMC theater on 7/2024 at 1:15 charged me $15.00 for a premiere rewards program instead of the free one I requested. When I asked for my money back, the manager in duty said he couldn't give me a refund while the cashier tried twice to get me to just accept the program. When I very clearly reiterated I wanted my money back, the manager said he would have to send an email to the head office, and it would take awhile to get a response. . I tried contacting AMC directly, but there isn't any phone number, email address, or texting options available. Any assistance will be greatly appreciated. I know $15.00 isn't a ton of money, but I'm retired on a fixed income, so every amount counts!

  Business response

  08/01/2024

  Hi there,

  I was able to locate the purchase of the membership. As the purchase was made in-theatre, we will need to gather some more information from the theatre team. However, the guest has been contacted via Incident # ************* so that we can assist them with this membership purchase. 

  Customer response

  08/01/2024

   
  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

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** ****** *** ********* ** ******* ******** ***** ******************* ************ July 30, 2024 **** **** ***** ********* ******* ***** ************* *** *** ******** ******* ***** ****** ****** Dear ** **** ****], I am writing to express my grave concern and disappointment regarding a recent incident at one of your establishments. On July 20, 2024, my daughter dined at your theater /establishment/ restaurant located at **** ****** ***** *** ************* ** ***** and unfortunately consumed uncooked meat. This led to her contracting E.coli, which subsequently resulted in a serious kidney infection. As a parent, witnessing my daughter undergo such an ordeal has been distressing, to say the least. It is alarming to think that such a serious lapse in food safety standards could occur within your establishment, leading to a significant negative impact on the health and well-being of a customer. The consequences of serving undercooked meat are severe and can lead to life-threatening illnesses, as evidenced by my daughter's unfortunate experience. I urge you to take immediate and comprehensive action to review and improve your food safety protocols. It is imperative that measures are put in place to prevent such incidents from occurring in the future. I believe that it is the responsibility of your company to uphold the highest standards of food safety and consumer protection. In addition to seeking redress for the harm caused to my daughter, I hope that you will take this matter seriously and implement necessary changes to prevent similar incidents from happening to others. I would appreciate the opportunity to discuss this matter further and hear about the steps your company intends to take to rectify this situation and prevent such occurrences in the future. I look forward to your prompt response and a constructive resolution to this matter. Sincerely, *** ******

  Business response

  07/30/2024

  At AMC, we take the health and well-being of our guests and associates seriously. We will be reaching out to this guest via email to obtain more details regarding this matter - so this can be reviewed and addressed.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today my family and I went to the amc near ***** We were in theatre 6 seat D4-6 My seat was not working. It did not recline whatsoever. We were unable to leave because my daughter wanted to watch the movie. Not only was my husband and I uncomfortable, having to switch seats but I am in my second trimester so not being able to lift my legs was extremely painful on my feet. We usually come to this theatre because it's close to home and because of its recliners. Why would there be tickets for a seat that does work.I have video that could not be uploaded. I am requesting a full refund. Tickets paid were 36.94+ concession of 30$

  Business response

  07/29/2024

  The guest has reached out to us directly through our Contact Us page.  We are reaching back to to the guest through their contact form to assist.

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: They are asking if i spoke to someone. i did not speak to anyone regarding the seat. Not only was there nothing that could've been done at the moment, but the theatre was full. So we would've caused commotion and disrupted the movie for not only my family, but others. This is something that should've been taken care of prior to having this seat available for purchase. 
  
  Also, the team members in the entry way were not welcoming. They initially told me I had to go back home and print the tickets out only to then joke about it afterwards.
  
  Sincerely,
  
  ******** *********

  Business response

  07/29/2024

  We are looking into this further and are in communication with the guest through our contact us form.  We will resolve with the guest through the contact form they have submitted.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was an AMC stubs member and I had issues with my account with movies being randomly added to my account. I complained to AMC and was offered no resolution. I complained that I got an email about no shows to movies that I had not booked myself. They offered me no solution and assured me I was not in danger of my account being closed. Then I was suddenly unable to access my account but was still charged for the month. I reached out again and it took them weeks to look into it and they then proceeded to blame me and told me “multiple warnings” were sent to me, which they were not. I asked them to reimburse me for the month of June since I was not able to access my account that month and they refused and refused to escalate me.

  Business response

  07/16/2024

  Unfortunately, guest's account was closed due to a violation of the terms and conditions of the AMC Stubs Program. Per the AMC Stubs A-List Terms and Conditions, "You understand that tickets reserved using A-List Membership are intended to be used, and habitual no-show activity or excessive refunds may result, in our sole judgment, in cancellation of a Membership for cause and without a prorated refund." The terms and conditions can be reviewed at:amcstubs/alist/terms-and-conditions. After careful review with our internal teams, we will be unable to issue any compensation or reactivate the account.

  Business response

  07/17/2024

  Guest Services team has been in contact with the guest via email (report *************) regarding this matter. Guest's account contained a violation of the terms and conditions of the AMC Stubs program. In accordance with that violation, the account was closed on 6/21/2024. A warning email was sent to the guest prior to the closure on 5/30/2024 with more details. Compensation or reactivation of the account is unable to be provided.

  Customer response

  07/18/2024

   
  Complaint: ********
  
  I am rejecting this response because: Yes, and I had emailed your customer service team explaining what was happening with my account and asking for help upon receiving that first and only message on 5/30. I had asked what screening I had missed and how to prevent my account from shutting down. That information was deliberately not provided to me by your guest services reps when I told them it was likely for a screening that had been auto booked by the glitch in my account that I had reached out about prior that was causing multiple random movies to be booked on my account every week that the app would not allow me to cancel. Instead of helping in any way, they had told me to reach back out if it stayed an issue, which I did, to absolutely no resolution once again. It is abhorrent that you won’t return the fees I paid for June given that no help was provided when I reached out about this specific issue several times. So far, I’ve had 3 friends agree to switch to a different theater’s unlimited program and I will continue to turn my community away from AMC, so I hope treating me in this way that seems outwardly illegal is worth the loss of hundreds of dollars a month in revenue. I will also begin posting about it on my social media accounts and raise awareness of the way you treat customers. 
  
  Sincerely,
  **** ******

*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. ↩