ComplaintsforAMC Entertainment

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday December 29, 2021 I applied for a one month TRIAL of 99 cents for weekly movies on a list of AMC Stubs. By day 3 I wasn’t enjoying it at all. The theaters were cold, food supply low (no nachos nor large drinks) and staff very short at 3 theaters! I tried to call the corporate office but no one answered the phone. Then I applied online to cancel the trial, however it said I would be charged in order to cancel my trial services $47. I’m very upset and this is misleading!

  Business response

  01/16/2022

  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 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.
  

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a 30 day A List promotion. The promotion period ends today. When I went in to cancel my membership, it had already billed me. When I attempted to cancel, I got a warning that I would get an early cancellation fee. This makes no sense and when I was at the theater Sunday, they advised that tey had a lot of customers asking for cancellation help and that corporate doesn't allow them to see member details for trial period. I should not have been charged, and according to the theater staff, my previous membership is paid through March of 2023. Refund my monthly membership and restore my annual plan.

  Business response

  01/07/2022

  When signing up for the A-List program, guests are required to acknowledge that the program has an "initial non-cancelable term of three billing periods".

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a trial membership for AMC Stubs A-List for $1.05 on Nov. 20. I used it a SINGLE time to make a purchase on Nov. 20 and didn't like or use the service again. AMC can easily verify this, and I include a screenshot below. AMC through its fraudulent practices auto renewed a month later for $23.27 on Dec. 20 with zero warning or grace period. When I saw my credit card charge and cancelled immediately on Dec. 22, it made me pay an additional $23.27. I therefore payed nearly $47 in two days for services I do not use or need. I see now that AMC has a deserved F rating with the BBB for its fraudulent practices. I wish I had seen this earlier. When I went to its customer service, it refused to offer a refund.

  Business response

  01/07/2022

  When signing up for A-List, guests are required to review and accept the terms and conditions of the program, which includes an initial 3-month non-refundable commitment period.  Per the Terms and Conditions as noted on our website at ***************************************************************, the first paragraph states: "AMC STUBS A-LIST IS A CONTINUOUS SERVICE MEMBERSHIP TIER OF THE AMC STUBS PROGRAM THAT HAS AN INITIAL NON-CANCELABLE TERM OF THREE MONTHLY MEMBERSHIP PERIODS (THE "INITIAL COMMITMENT") AND THEREAFTER CONTINUES UNTIL CANCELLED BY YOU OR US. AFTER THE INITIAL COMMITMENT, YOU MAY CANCEL ONLINE BY NAVIGATING TO THE MANAGE MY PLAN SECTION ON THE AMC THEATRES MOBILE APP OR **************************************

  Customer response

  01/24/2022

  Sorry, I did not see your email on 1/7.  Ultimately, AMC responded as expected pointing to their terms.  However, their terms are not made clear.  For example, they advertise a 99 cent trial period.  At best, that is deceptive and at worse it is false advertising because you should provide the total cost of the 3 month package.  I fully do not expect AMC to refund because they are a horrible company that scams people.  I just want that to be made public for others.
  
  Thanks,
  *******

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint against AMC Incorrectly charged $143.70 for 6 months after cancelation of AMC A list membership on July 1, 2021. See confirmation of membership deactivation on July 1st 2021. Request refund of $143.70 to mode of payment (credit card). Charged $ 23.95 on 1st of every month from July 1st- December 1st. Name on AMC Account- ***** ******* AMC A List Account number- **************** Email- **********************  AMC has not been responding to us via email. Their phone customer service is not operational.

  Business response

  12/14/2021

  Guest contacted AMC Theatres on 12/13/2021 through contact us site and shared details of this same concern with their AMC Stubs A-List account. Guest's concern was resolved by AMC Guest Services team. Incident # ************* for reference. 

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There was a technical issue during the MET HD transmission of ******** on Saturday, Dec 4, at ********* ** in Bloomington IN. The aspect ratio was wrong, resulting in the image being stretched sideways. I spoke to the theater manager. He said that the problem was with the feed and he could not do anything about it. I contacted ************ *****. They said that the problem was with the theater and they would investigate with the theater. I expect a confirmation from the theater that they will fix the problem before the next transmissions. I have not received

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My complaint is in regards to ********** *** promotion AMC ran. The promotion was that the first 86,000 a-list, premier, and investor connect members (I am an a-list and investor connect member) to purchase/reserve a ticket for the December 16th showing of the movie would qualify to to recieve AMC’s first ever nft after all conditions were met. Tickets went on sale 11/29 at midnight and amc was to send notification to all qualifiers dec 1st. I am a member of a-list and investor connect. I was able to reserve my ticket on the app(one of the requirements) within the first hour of the sale. AMC did not send out the qualifying emails until December 2nd. I contacted AMC after see real people that purchased tickets after me received qualifications. They did not respond for four days and then told me that they could not tell me why I didn’t qualify even though I reserved my ticket before the CEO stated they were all accounted for, have proof of the time a reserved my ticket and can provide multiple people that reserved after me and qualified. I followed all of the promotions guidelines and I am not looking for an exception, just what AMC promised, an opportunity, that if I attend the movie, to receive the nft.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am an AMC A-List member. (I’ve been a member for years.) Since 11/27, every time I try buying tickets on both the app and the computer, AMC says there is a problem processing my payment. I tried 3 different credit cards. They all have plenty of credit. I checked with the issuers and there is not a single attempt by AMC to charge the cards. I tried ***** ***, it goes through in ***** ***, and then gets rejected by AMC. I called AMC and they are not taking calls. I filled out the online contact form and receive a generic email. I submit an email and it’s gets rejected as the AMC inbox isn’t accepting emails. I go to a local theater and they say to call AMC at the same number that isn’t taking calls. AMC is charging me a monthly fee, but won’t let me buy movies. My phone and app is up to date and so is my computer. I just want someone form AMC to fix the problem.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AMC ******** ****** ** *** ******** ****** **** **** ****** ** Several Fire Exit doors were found lock during normal business hours on the second floor. Also these Fire Exit doors are thumb turn which are required to be panic hardware (under the Florida Fire Code) as the other Fire Exit doors next to them. Trash can was found blocking Exit doors on the second level (see attach). Several fire rated doors where found block open leading into the movie theaters. Mag locks are be in need of repair. Unknown if these mag locks are working properly with the fire alarm system.

  Business response

  12/14/2021

  Guest feedback on theatre location has been forwarded to appropriate teams for review, including theatre management. AMC Theatres has expectations for all theatre doors to be in good repair and well maintained, with systems in place to address repairs and replacements as needed. Entry and exit pathways are checked daily by theatre staff to make sure pathways are clear. if an obstruction is found by a guest, such as the trashcan that was moved in front of a door, please alert the theatre staff so they can address immediately.  

  Customer response

  12/14/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:

  Theater staff was contacted in September in 2021 and has yet to be corrected. The reply that I received was "due to Covid". Please see the attached file from the 2018 Florida Fire Prevention Code. If not corrected, this issue becomes a criminal matter. These unsafe conditions is a public safety matter. Thumb turn locks are NOT allow under the 2018 Florida Fire Prevention Code for assemblies. For the record I have 2 photos of the steel can blocking the required Fire Exits.
  

  
  
  Regards,
  
  ****** ******

• Initial Complaint

  11/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I signed up for two AMC A plus memberships; one for myself and one for my wife. I canceled them before the next billing date December 3, 2021 & December 5, 2021. On each account I was charged an early $43.89 for cancellation before a 3 month period. Now when I signed up for this promotion I was not aware of the termination fee policy. I contacted AMC via their AMC Guest Twitter account and they stated it’s in their link for terms and conditions. This is a very predatory and vulture like nature of AMC. AMC knows the pandemic is raging and they know that people can’t risk going to the movies in their area when new variants arrive. During their cancellation process I didn’t see an option to cancel due to the pandemic. With the new Omnicron variant my wife and I no longer felt safe even with are vaccines to go to the movies. Charging such a fee when the pandemic is going up and down especially considering that I’m in a high risk area is disgusting. I would like for AMC entertainment to waive the cancellation fee in light of COVID numbers in my area and the new variant.

  Business response

  12/14/2021

  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 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.
  

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday November 10th. I paid $5.99 ($6.53 after tax) for an on demand movie. The movie failed to load. I made numerous attempts to access the movie during my 48 hour viewing window. I know the failure was not on my end because my TV was able to connect to other internet based platforms without issue. I requested a refund from AMCtheatres.com but an auto reply states on demand is not available for self refund and to call customer service. The customer service phone line is an automated voice that says phone support is unavailable. I want my money back, and the company doesn’t have any way to contact them unless you have a ******* or ******** account which I don’t have. Please help me arrange my refund for failure on the part of AMC to provide the service I paid for.

  Business response

  11/20/2021

  We have reviewed the activity of this film and see that it was played for the entire film runtime on an LG TV on 11/12/2021.  We will not be providing a refund for this purchase.

  Customer response

  11/21/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: I have stated I was unable to watch the movie.  I did attempt it numerous times but all I had was a rotating circle on the screen.  I would still like to see the movie I paid for.  AMC had a glitch with this movie and want them to make it right.
  
  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. ↩