Complaints

This profile includes complaints for Cinemark USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cinemark USA, Inc. has 21 locations, listed below.

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• 

  Cinemark USA, Inc.

  3900 Dallas Pkwy Plano, TX 75093-7869

• 

  Cinemark USA, Inc.

  3200 Airport Rd Boca Raton, FL 33431

• 

  Cinemark 14 Round Rock

  4401 N Interstate 35 Ste 3000 Round Rock, TX 78664

• 

  Cinemark 16 San Antonio

  5063 NW Loop 410 San Antonio, TX 78229

• 

  Cinemark West and XD

  7440 Remcon Cir El Paso, TX 79912

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:04/17/2025

  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.

  Good afternoon, my movie account number is *******. I had eight credits on my account. I moved out of California in 2023, and at the time, I remember the policy clearly stated that movie credits never expires. Since I wasnt using the service, I didnt think I needed to check my account regularly.However, after moving back to ********** about a month ago, I logged into my account and noticed that all my credits were gone. I contacted customer service, and the representative informed me that my account had been closed and that nothing could be done. This was extremely frustrating, especially because I was never notified of any change in policy or that my credits would expire. I also never received any email alerting me of these changes.Given that the credits were issued under the original never expire policy and that I was not properly informed of any updates, I believe its only fair to have all eight credits reinstated. I am also requesting additional compensation for the inconvenience this situation has caused.Thank you for your attention to this matter.

  Business Response

  Date: 04/23/2025

  We have added 8 credits to the guest's account and sent them an email explaining how credits expire when the account is canceled, as noted in the terms and conditions where it states credits do expire for cancelled memberships.

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  There was a mistake with my shipping address where no actual address was listed when the order shipped. As a result, I was unable to receive my order. I've emailed multiple times explaining the situation. I received only one response from Cinemark, and that was to contact *************. ************* ignored four emails. I contacted Cinemark again, and now they are ignoring my emails. I have not received my order, nor have I been refunded.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 contacted Customer Support because after my most recent ticket purchase I noticed that my ********** Platinum Membership was no longer active despite redeeming a gift certificate membership for 12 months in January when my previous membership was expiring. Unbeknownst I had already acquired several dollars in ticket fees on the app from previous purchases because while credits were be applied for the tickets themselves, the fees were not being removed because the benefits were not being honored.Although, I did receive a response from customer support, they did not assist or address the issue, inside circumventing the issue and stating that existing customers are not entitled to full benefits of membership but rather just get credits, but of which they still expect full payment for for the same membership. In addition, the platinum membership which had been earned has also been removed, when it was stated that when its earned, it is kept for a calendar year there after to be earned again. Overall, despite having a value and payment of over $131 in the membership, the only thing Cinemark has delivered was the 12 movie credits, the following of waived ticket fees, nor an upgraded discount has not been honored for the past three months apparently, with $8.20 being charged in excess ticket fees which should have been ********* this time, their customer support has stopped responding to request. I'm requesting either the benefits be honored and applied to my account for the 12 months that were paid for from January 2025 to January 2026 and for the refund of $8.20 for the retroactive application of waived ticket fees, and an explanation why their customer support stopped responses to rectify this situation why the company is attempting to short change their existing and loyal customers.

  Business Response

  Date: 04/03/2025

  Upon reviewing your account, we noticed that you redeemed a 12-month gift code to an already existing account. As stated on our gift code page and during the purchase process: ******************** members will have credits added to the account immediately. Their next billing date will not be affected, and the card on the account will continue to be charged as normal." This means when you applied this gift to your account it only added credits it did not extend your membership in any way.

  
  You redeemed the gift code on January 1, 2025, while your account was still active, resulting in 12 credits being added to your account. This did not extend your membership. Subsequently, the system marked your account as past due and attempted to bill you for your membership. Your account was expired on February 1, 2025, after multiple notifications of the past due charge. You have already used ***************************************** 2025.

  
  As a one-time exception, we have removed one credit from your account and sent you an email with a new 12-month gift code and instructions on how to redeem it. Since your account is currently marked as a Fan membership, the gift will apply as a 12-month membership. Please note that we will not be able to offer this exception in the future. If you wish to participate in our ********** gifting program, please ensure that the gift is applied to a free account, as applying it to an existing account will only provide credits.
  Additionally, your platinum benefits will automatically apply when your membership benefits are active. We have also forwarded your feedback regarding the gifting process to our ********** team.

  Customer Answer

  Date: 04/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair 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.

  In December 2024, I received a gift of Cinemark ********** from a family member, who didn't know I was already a ********** member. They provided the gift membership code to me and I entered it in my Cinemark movie app. Cinemark sent me a notice that my membership would be charged in April. I reached out to customer service assuming it was an error, because I received a year gift membership. **************** insists that the only way to not charge me again in April is to cancel my gift and issue a new code, that will remove the benefits I have already received and require me to reset my account. They cannot simply not charge me in April. I have asked to cancel my membership but they will not allow me to retain the year gift benefits I received in December. They refuse to pause my membership charge for a year, or even six months while letting me use the gift membership I received. They have offered NO solution other than refunding the gift, removing benefits and issuing a new code and requiring a bunch of potential chaos and errors. This is totally unreasonable. I am asking for nothing free, no reconciliation other than NO charge in April and the actual one year membership from December 24 to November 25 that was gifted to me already.

  Business Response

  Date: 03/25/2025

  Hello,

  This guest contacted us on 3/20 and an agent assisted this guest on 3/22. The guest was informed how our gift policy works and was provided additional compensation.

  Best regards,

  Cinemark Guest Services

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   Cinemark ********** customer service did not resolve my problem without me arguing, providing additional documentation and without ME providing several solutions to resolve the issue. Eventually, the customer service *** again provided false information and an inaccurate solution. I was provided additional compensation for their second error in communication, not for the original issue. They are still mis***resenting the ********** membership and have not corrected their advertising or messaging, nor resolved my original complaint. 

  Business Response

  Date: 03/25/2025

  Hello *****,

  Thank you for your feedback in regards to how our gifting works, we have recorded your concern and forwarded to it to the appropriate department for review. 
  Our gift code policy states the following ******************** members who redeem gift options will receive the number of credits equal to the number of months purchased, available immediately within their account upon redemption. Regular billing cycle will not be affected, and the card on file will continue to be charged as normal. "  This information is stated on our gifting page and before you purchase a gift.
  You applied the 12 month gift code to an already active account and the gift correctly added 12 credits, it did not extend your membership in any way.
  Confirming what the agent stated when you contacted us, there is not a way to apply the gift code to an already active account by extending it, If we were to pause the account your benefits would be paused, and we cannot leave the credits and membership for a year if a gift was applied while already active.
  Our only option if a guest is wanting to apply a gift code to an already active membership is to cancel/terminate the membership and inform the guest how to apply the 12 month gift code that they purchased. If the gift was already applied we would remove the credits added and provide the guest with a new gift code as an exception. The agent left the credits on your account as a courtesy.
  We have forwarded this case to our ********** team as feedback in regards to how we do movie club gifting and how it is advertised. We thank you for your patience. 

  Best Regards,

  Cinemark guest Services

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:  as I stated in my chat with your agent, I did not purchase the gift. It was a GIFT. I did not receive your random terms and conditions that were given to the purchaser. Your agent confirmed in his email that the app, where I entered the gift code I was given, does NOT contain these conditions and a gift recipient would have no way of knowing about your scheme. 

   

  I further object to your claim that I received additional compensation. I did not. I received exactly what my gift had paid for, and nothing more, but only after more than 15 emails with your agent. Further, the agent insisted repeatedly that nobody at Cinemark had the ability to resolve my issue, until I stated that I had filed a complaint with BBB and would be posting on social media

  Only then did agent ******* start discussing actual solutions. 

• Initial Complaint

  Date:02/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On January 20th, I ordered 5 tickets and the system made it seemed that the tickets did not go through. So I then ordered another 5 tickets and watched the movie.I have movie credits that was used in both instances and now I have 10 credits gone instead of 5.Request credit for the 5 ********** Phone calls, pls

  Business Response

  Date: 04/03/2025

  We have refunded one of the guest's purchases (confirmation #: **************), and 5 of the ********** credits have been returned to the guest's account.

  Customer Answer

  Date: 04/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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 bought tickets for my son and his friend to see ******* America. I spent almost $30 on two tickets and they were kicked out because my son was texting me telling me what time I should leave to pick them up and a person who was sitting a few seats next to them went and got someone and they were accused of recording or being on live when he was just texting me and I looked it up and there is no signs that said you can't have your phone out at all. It says obviously you can't record but it doesn't say you can't use your phone in a movie theater. I am not rich and I used money I normally don't have so my son could have a nice outing with his friend and for them to get kicked out is really not right.

  Business Response

  Date: 03/17/2025

  We attempted to reach out to the guest to get more information to resolve this issue, but they did not respond back. The initial complaint did not provide us with sufficient information to locate the transaction to look into compensation for them. We sent them an email on 3/6 but still have received no response. 

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 a movie club member, so I get a free movie credit each month. I had two, so I decided to go with my girlfriend on 02/05 at 9PM to see Nosferatu. We always love to order food, and I found it odd it was not letting me. I figured I would order it once there. Upon arrival, we were told no food could be ordered because of a meeting with employees. This was a huge let down. Once in the theatre, my seat was not working properly. I contacted guest services through the contact form on the app, and was told by your customer care associate ******* that there was nothing you guys can do and I had to contact management of the specific location. It is unacceptable that your customer care associate offered zero assistance in helping the situation. I have no idea why you pay an associate to just send an email offering no help when you could just have AI send those. I would like to have my two movie credits credited back to my account for the unpleasant experience.

  Business Response

  Date: 02/07/2025

  We have refunded this guest in regards to his damaged seats. We sent him an email informing the guest of the refund and apologizing about his experience on 2/5.

  ******,

  Cinemark Guest Services

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

  Customer Answer

  Date: 02/07/2025

  I have reviewed the business response and accept this resolution. Although a refund was given, I would suggest a follow-up training with the customer care team as the intial communication with them was unacceptable. 

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On December 20th, I purchased 6 tickets to see Mufasa for a showing at 3:45 pm for December 25th. I purchased the tickets through the Cinemark 16 app for the price of $60.21. My tickets were for House 5. When we arrived, House 5 was showing Mufasa but in 3D, which was not what I purchased. My tickets were for a regular showing, not 3D. There was a family sitting in the seats that I had purchased. I spoke with an employee and she stated the family had the right tickets. She then took me to speak with a manager about the issue. The manager asked when and how I purchased my tickets because there was no showing for Mufasa at 3:45 pm on December 25th. I told her it was an option when I purchased my tickets. She then tells me that she is in charge of changing the times and that is what happened. She also said that she does not know how the system did not notify her of tickets being purchased, being it is supposed to. I was not notified of the changes. She did offer a showing for 4:20 pm the same day. However, the seats were close to the front and my family and I were not going to be sitting next to one another. She offered a refund on the tickets and concession. She told me it will take 3-7 business days to receive my refund. I received part of my refund for $39.87 within the 5-7 business days, however, the other part for $20.34, I have yet to receive. I waited until the full 5-7 business days passed and made a customer complaint. They emailed be back and found the transaction and stated I will have to reach out to Cinemark 16 for the refund because they cannot do anything about it being the tickets were already scanned. I reached out to the manager and spoke with Mr. ******** about the refund and he told me, he cannot do refunds being the tickets were scanned and said I have to call 1-800-cinemark. I called the number and spoke with ******* and he told me they do not do refunds and that I would have to speak with the manager. Still no refund today.

  Business Response

  Date: 03/25/2025

  Hello,

  We have reached out to the guest and refunded the guests purchase of $20.34. We apologized to this guest for the circumstances they faced when contacting us and the theater.

  Best Regards,

  Cinemark Guest Services

  Customer Answer

  Date: 03/25/2025

  I have reviewed the business response and accept this resolution.

  It should not have had to go this far to have the BBB reach out for a refund that rightfully belonged to me, due to the employee not contacting me about the time change for the movie.  Apology accepted and as a consumer, I hope this does not happen to anyone else.  

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 though t I Bought 5 tickets and when I tried to retrieve them for the ** code to enter was not there on 1/20/25 I therefore bought another 5 and that was available to enter the movie.However, found out later that the original one somehow did go through.Therefore, request a refund

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a 50 dlooar gift card for my grandsons birthday. They charged my credit card ending in 3523 and my the card was never received. I made three inquires about a refund given the couldn't provide me with answer as to what happened to purchased gift card. I want a refund on my credit card.