Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A while back I ordered tickets via ********. Later they changed the showtime. I try getting getting refund at the counter and ******** app. Both didn't work based on the factor of 5 business days from the issue being made and this flip flop in policies. I need help to untangle all this mess.

  Business response

  02/05/2025

  Reviewed details provided. Guest has been contacted by AMC Guest Services team for additional assistance with getting these refunds processed. Incident ************* for reference, if needed.

  Customer response

  02/09/2025

  
  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

  01/31/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I want to start by saying that a representative from your BBB told me to file another complaint about this stating that I did purchase a ticket, and that AMC did not do anything regarding my many complaints to them. The BBB contacted me the last time I filed a complaint and told me that "I only intended to report my experience with the business and that I am not seeing BBB assistance". That was absolutely not the case. I want the BBB to step in and do something about this issue. When the Bow Tie Cinemas, located at ** ******** *** Saratoga Springs, NY 12866, was purchased by AMC a few years ago, they changed the name of the large format theater (the one screen out of 11 that is much larger) to AMC Prime. AMC Prime is AMC's luxury and quality theater type, having quality projectors, superb sound, and most importantly, luxury reclining seats with subwoofers inside them. This luxury experience costs more than a regular ticket, which would be understandable considering all the neat stuff that they are providing, Except each of those promises are lies. There is no new projector, they did not enhance the sound system, and most importantly, they do not have the reclining chairs. The website advertises them, there are screens outside the theater that advertise them, and they even advertise the seats on the screen before the film starts. I have asked theater staff many times why the chairs aren't there and if they are ever going to get them installed, and they said that they are not going to. They claim that there are no outlets for the chairs to plug into, and that it's called AMC Prime due to the screen's size, which is also false because screen size is not a listed feature. I have tried contacting AMC corporate, but I have not gotten very far. I have included a video of the screen that advertised the seats, some web screenshots of the promises of the theater on the web page for this theater, a picture of the seats they advertise, and the seats they actually have.

  Business response

  02/04/2025

  Hi there,

  It appears that we have already been in contact with this guest. The appropriate teams have been notified about this and are working to resolve these issues. Additionally, $20 in AMC rewards were added to their account after they agreed to that compensation for the trouble. They were contacted directly via report *********. Thanks!  

  
  

  Customer response

  02/04/2025

  
  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

  01/29/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 5 guest re-admit pass for the theaters and they have expired. I was unable to utilize them due to surgeries before the expiration date. I have tried contacting AMC via their contact form on their website to inquire about renewing them to use but I have not had anyone reply to me. I have sent 2 contact request forms and haven't been contacted.

  Business response

  01/30/2025

  Hi there,

   

  Thank you for that information! I was unable to locate any contacts under their information. Typically, we do not replace expired vouchers. However, I have contacted them directly via Incident # ************* to see if an exception can be made. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought AMC A-list and want to use it for watch the moive IU CONCERT : THE WINNING After I bought it, AMC told me that I cannot use it for that movie. I had to bought two tickets myself. Then I tried to cancel my AMC a-list becuase it is not useful. However I found it charged my another 49 fee. That means I did not use this service for any single day and it charged me $75???

  Business response

  01/23/2025

  Hi there,

  Thank you for that information! When enrolling into A-List, all members must check a box agreeing to the 3-month initial commitment period. If you cancel during the first 3 months of your membership, there is an early termination fee for the remaining months. Please know that you will still be able to use your benefits until the end of your commitment period. For additional information, you can visit www.amctheatres.com/amcstubs/alist/terms-and-conditions. The movie title they selected does appear to be a special engagement film, which is excluded from A-List. This exclusion is also listed right above the showtime that was purchased. We will reach out to the guest directly via email on Incident * ************* to gather information and assist them further.

   

  Thanks! 
  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Late Dec I notice that my Alist account benifits was not applying to my ticket purchases . As Alist member I have 3 free movies tickets per week. The only way to contact them about the problem is through the mobile app help desk , FB business chat and IG message board. There is no way to call them directly. All the platforms are managed by AI and after a grueling process of waiting sometimes up to 4 hours as stated you may get a real person . If reaching out through the mobile app you will get a confirmation and incident number . My last one was made Jan 12 . Last guest report : incident ************* Also states it will take 5 business days to get back to me. No responses yet. I tried through FB. Sent them screen shots of my last purchase and also of any proof of my correspondence . The AI rep kept asking me for my date of Birth and I refused . I was taking back by that because it’s confidential info and I did not want to disclose my date of birth on social media platform. I gave them my account email and slot member number and asked them to verify privately . The replied “ I apologize for any frustration caused again. -Amber” No word since and no reposition made. I threaten them to cancel my subscription if no action is made . I’m hoping that this complaint with reach them further. My account is paid up to date . $24.95 monthly charge . I have accumulated rewards 4352 pts I would like the tech issue to be resolved . My last paid ticket that need to refunded was for “mufasa” dec 27 ******* ******* ** ** ****** Order ********* $19.09 I went 2 times In person to the theatre and have asked them to help. Manager said they have no way of being able to contact support and the only way is through the app, IG or FB . The theatre managers are not equipped to help with mobile Tech support or email a higher authoritative directly. No means of customer care support. This was distressing to hear .

  Business response

  01/17/2025

  Reviewed details provided. Guest has already been in contact with the AMC Guest Services team for assistance. Guest reached out on both Facebook and email and were responded to. The most recent email sent to the guest was on 01/16/2025 at 03:01 PM CT, which requested some account information to be verified for security purposes. The guest has still not replied back. Guest will need to reply to the email with the requested information in order to continue reviewing the concern further. Incident ************* for reference, if needed.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For your reference, I have uploaded a PDF with a screenshot of the order receipt, proof of the charge to my bank account,. and a copy of the email letter I received back from AMC upon submitting my issue via email to the email address in which I was directed. I have also submitted a PDF with the details of the issue day by day. I have never received an eGift Certificate/card. (No it is not in spam and I have confirmed that AMC has not issued anything, only a confirmation order number.). They charged my bank account. They have a bit of scam going on with 3rd parties. I have now confirmed this has happened to others. I have moved on to another movie theatre name ** ** ********) that was professional and only took about 3 minutes to purchase and receive an eGift Cert via email. My extended family as well as friends will not be going to an AMC Theatre again, but I NEED MY MONEY REFUNDED and AMC needs to be stopped so others do not have the same experience. I have uploaded two PDF documents for your reference. Please stop AMC from ripping off people. Thank you, ****** ******

  Business response

  12/31/2024

  Online gift card purchases are handled through a third-party vendor, ********* For Gift Card support, please contact ******** at ************ from 8:00 AM to 8:00 PM EST, seven days a week or ******************************* about your purchase. You can also visit the ******** website at: h***************************************************************

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On dec 21st my family and I attended AMC theaters in Wilson nc I spend $34.09 for four kids and one adults we watched the 7clockpm show it was Moana on 12/21/2024 there was a accident that occurred with my child who is disable with special needs he had an emergency and stepped on one customer’s foot by accident to go to the restroom while my other child and her friend went to buy snacks the customers confronted them and called them names and made my child cry so the manager gave the other customers back a refund and had the officer come and escort me and my family out so when I expressed my concerns to the manager ***** on duty he was so rude and refused to refund me back my funds and was not even trying to get my side of the story or to even care that the other party confronted my child and called her all kinds of names and made her cry this was the worst experience ever especially dealing with my disabled child that barely can go enjoy a move without being judge I’m seeking help to get a refund and to also express my frustration that I have towards the manager ***** it was unbelievable and unacceptable and I felt as if he played a race card as well because he talked to me rude and nasty and told me that he wasn’t refunding me back anything and that he don’t care he even laughed in my face as it was a joke this was the worst experience ever my child that Is disabled was just trying to enjoy the movie as also my other child that was bullied by the other party deals with PTSD I am seeking help for a full refund from the business as well as the business looking into the experience that my family had to deal with, ***** made it the worst movie experience ever

  Business response

  12/31/2024

  Reaching out to this guest via email to obtain more information about the recent visit and to help make things right.

  Customer response

  01/04/2025

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

• Initial Complaint

  12/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I'm not sure who I should be filing this complaint against. I purchased movie tickets on ******* for AMC Theaters in my area. I received the vouchers purchased via email from "Offer Redemption" which I've learned is ***** ****** ***. I was able to purchase my movie tickets with the vouchers just fine on 12/21/24. Therefore, at this point, the vouchers are used. I then had an unexpected emergency and had to cancel my tickets. I followed AMC's online refund procedures. The refund was processed accordingly. However, they clearly state on their website that if you purchased tickets using vouchers, to fill out their online form for re-issue of voucher. I've done this twice and have heard nothing. On my bank account there is a number to call, however, when you call the number, they clearly tell you they do not take phone calls and to submit a request on their website. They also suggest messaging them via Facebook Messenger, which I've done. I just want to get two Yellow tickets re-issued. I can send all the email documentation needed. The refund email I attached to this complaint is to show that I actually did "refund"/cancel the order so that I am not trying to get free movies. I just want a replacement of my 2 yellow tickets. One other complaint I have is that these companies no longer offer a live person to talk to. They are taking people's money and don't even offer live support? When I submit the online form submission, I have NO way of knowing if it was received or if anyone even cares or sees it?

  Customer response

  12/31/2024

  Good morning. The company has finally resolved this issue for me. You may close this complaint. 

  Thank you for what you do for consumers.

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

• Initial Complaint

  12/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went to saint louis galleria last night as soon as I walked in the lady at the counter had an attitude gave me the wrong ticket but rang up the right ticket but sold me a old movie ticket so the movie I was trying to see was already pretty much over i basically wasted my money on a movie I barely got to see because of your employee with an attitude unprovoked and unnecessary

  Business response

  12/24/2024

  We have reached out to the guest directly by email to look into this further and assist.  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/03/24 I placed an order for tickets to AMC Theater Eastchase through the AMC app (I paid $16.24 for one ticket). Later at 9:33pm, AMC canceled the order citing some sort of scheduling error. I then purchased a ticket for the same movie to be seen at AMC Grapevine Mills. I then paid another $15 to become an AMC Stubs Premiere member, which comes with perks including a free size upgrade on popcorn, free refill on large popcorn. The AMC app allows purchase of food/drinks ahead of time so I ordered ahead of time; the order was to be ready at a certain time before the movie began. While on the app, the only options for popcorn are Large and Regular, with Large costing more. As a member with a free size upgrade, I naturally chose to buy a Regular size assuming I would get a free size upgrade per the membership. When I arrived, there was no one in the theater (it was a daytime movie), and I approached the pickup counter. The server informed me he did not make the order but would do so now. I had to wait for the order, which caused me to be late for the movie, and I then rushed to the theater. Only afterwards did I realize the server gave me a Regular size popcorn and did not upgrade it to Large. When I ran out, I went back to the counter for the free refill, and the server refused, citing that was only for paid members. I showed him my membership and he responded by saying I only had the free membership. I then showed him it was in fact the paid membership, and he again refused a refill citing this was only for Large sizes. I informed him I was supposed to be upgraded to a large size and that was not my error. He then said I should have ordered the Large on the app, so I could be refunded the difference later which makes no sense. I ultimately had to call the manager over, who also initially refused to honor the membership perks until I pushed the issue even further. Overall, the experience was frustrating and embarrassing, especially for a new paid member.

  Business response

  12/20/2024

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

  Business response

  12/23/2024

  We have reached back out to the guest.  I am sorry for the delay during this high-volume period.  I have included the response to the guest below.
  
  ****,
  
  Thank you for that information! I know how disappointing that experience must have been, and for that, I apologize! This is not the standard we hold for our theatres, nor the standard we hold for our guests experience. Rest assured, I have forwarded these concerns to the appropriate teams so that we can ensure that this poor experience does not occur in the future.
   
  I have gone ahead and refunded your concession order for the trouble, please allow up to 5 business days for this refund to process. I have also added 7,000 points to your account to try and make up for this inconvenience. Please note for the future, that your Premiere benefits should automatically apply to the purchase of any large fountain drink or large popcorn. However, if you run into any trouble with this, please let us know.
  
  Thanks!

  Customer response

  12/24/2024

   
  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,
  
  **** ********

*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. ↩