Complaints

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In 12/2020 I purchased a gift card pack of 6, $10 Gift Cards (GC) to use at AMC Theatres. Due to COVID, these gift cards were not able to be used until the fall of 2021, at which time it was discovered that AMC stopped honoring all gift cards starting with a **** ID number, due to an undisclosed issue. I have continuously tried to get this issue resolved through phone, online chat, and email since 11/2021. I have attempted to reach out to AMC via phone multiple times at 3 different numbers (below) only to discover they no longer offer customer phone support. I was able to speak with someone via online chat on 11/2021, this individual guided me in submitting a request via email to get this issue resolved. Initially, there was no response from the email address provided and I tried to reach back out via chat to discover that AMC also discontinued their online chat support. In January of 2022 I heard back from my email request stating that they would take care of the issue and I should receive gift card in 2 weeks. After 3 weeks when the replacement GC did not show I reached back out via email, several times before I received a brief response stating there appeared to be a mail issue. Since then I have sent several emails with no response. At this time I would appreciate any assistance the BBB can give me, and most likely thousands of other consumers in getting their purchases honored. Thank you, ***** ********

  Business response

  04/04/2022

  Gift cards starting with **** were frozen to protect the value left on the card from potential fraudulent use/duplication. The original contact has been escalated to our Compensation team to resolve. Please note any responses from the team may arrive in the spam/junk/promotional inboxes. The turn around on these resolutions from Compensation may be 3-5 business days.

  Customer response

  04/06/2022

  [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: AMC support services have stated on a few occasions that they will resolve this issue and then they will stop responding for months, with no resolution. On 6 occasions I have provided them with my phone number, email address, mailing address, and photos of the gift card. Never once has AMC initiated contact, or made an attempt to resolve this issue. I would like someone from AMC to call me and clearly articulate how they will honor my purchase.
  
  Regards,
  
  ***** ********

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

  Business response

  04/06/2022

  If guest will provide the email address used when submitting the requested documentation to our Gift Card Services team, we will be happy to follow up with that team to obtain a status on replacement Gift Cards.  We are unable to locate any previous communication with the email address provided.

  Customer response

  04/14/2022

  [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:

  - to date AMC has stated they have mailed 2 replacement cards, one on 2/10/22 and one on 3/28/2022; Neither of these replacement cards were received.  The email address used with AMC is ************************.  Their inability to find my communications using my name is a further response to their poor customer service practices, my name is not common and their is only 1 domain name involved.

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

  Business response

  04/15/2022

  A replacement gift card was sent out in the mail on 3/28/22.

  Customer response

  04/18/2022

  [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: it has been over 20 days and the replacement gift card AMC has claimed to issue has not been received. Since January 2022 this is the 2nd time AMC has stated they have sent a replacement, neither has been received. I have confirmed my mailing address with them nearly a dozen times through email to insure they are mailing it to the correct location. I suspect AMC may state that they are reissuing the gift cards they have decided to reject to placate customers and have a better public image. At this time, I do not believe they are actually reissuing the gift cards which they have chosen not to honor during the pandemic.
  
  Regards,
  
  ***** **

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AMC theaters decided to reactivate my dead account without my permission and charged me $22 a month over an 11 month period without my consent or knowledge. I deactivated my account on 4/5/2020 (and checked for any charges in the following months to confirm deactivation) and over a year later on 7/1/2021, AMC decided to reactivate my account and begin charging me again. This is unethical. I did not notice for 11 months, and AMC says they will not refund me. They also say they did this to other customers. Insane way to make a profit.

  Business response

  04/02/2022

  AMC has been in contact with this guest on multiple occasions over the past few weeks. On all occasions, AMC has notified the guest that multiple email notifications were sent out when their AMC Stubs A-List membership was re-activated. Due to these communications along with our terms and conditions in which the guest has agreed to, AMC is not able to process the request of this guest. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have two accounts with AMC. I tried there 30 day trail . I notice I did not use the account enough and wanted to cancel it. When I went to cancel the accounts they wanted to charge me a crazy canclation fee! Because I have two accounts I would have to pay twice! This is just not right to offer a trail and then charge to cancel it. I have went to the website 3 times now and did a contact us form. I never get a response. I called the local AMC and they where not helpful, I asked them if there was a phone number to call and they said no you can only do a contact form on the website. I am so disapointed with AMC for providing such pour Customer service. I would like the accounts closed with out paying a fee. Wouldnt mind a refund on the accounts charges! I hope this makes them see they need to provide better customer service to there clients. Accounts ****************** *** ****************** 

  Business response

  03/30/2022

  When guest joined AMC Stubs A-List, they checked a box acknowledging the initial three-month commitment period and AMC Stubs A-List Terms and Conditions. Given this acknowledgement and approvals, the 3-month initial commitment period is not able to be waived.  Guest watched 6 movies and 7 movies, respectively using the two accounts.  The guest's third payment was just completed, so he can cancel both accounts and not receive any further charges. To cancel the AMC Stubs A-List membership, please visit the Manage My Plan section of the My AMC account. Once cancelled, guest can continue using his A-List benefits until the end of his current billing period at which point his AMC Stubs account will migrate back to the tier he had prior to joining A-List.

  Customer response

  03/30/2022

  [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: when I go in to cancel the account it wants to charge me a canclation fee tht is a greater amount than what the membership fee is. 
  

  and you say I have watched 7 movies in the last few months of course I have watched movies, I am paying for the membership and can’t get help from your pour customer service team with no phone number to call for help!!!
  
  Regards,
  
  ****** ******

  Business response

  03/31/2022

  This cancellation fee would be the remainder of the 3 month initial commitment. When initially enrolling in AMC Stubs A-List, you 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 3 month commitment is detailed in section three of the terms. The Terms and Conditions of the AMC Stubs A-List program can also be located here: ***************************************************************. Additionally, prior to completing the purchase transactions, you 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. When cancelling, you would still have access to the A-List benefits until the 3 month initial commitment was passed. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my A list membership in November if 2020. In July of 2021 AMC decided to auto renew my membership. At the time that this happened, I had moved my entire life from Illinois to Florida, so I did not even notice the recurring charge on my billing statement until February of 2022. I trusted them with my sensitive personal information because I thought they were a reputable company and they charged me and didn’t provide me any services and now refuse to call me to discuss this issue further they just email and say sorry no refunds.

  Business response

  03/30/2022

  All A-List members received a reactivation notice prior to unpausing all memberships on 7/1/21. I apologize that you did not see this communication, as it was not AMC's intention to conceal this information. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  AMC theater has my credit card no. And continues to charge for unwanted service for the past 6 months. We are unable to resolve this issue because AMc has terminated customer service contact. I have tried all I know. The only option I know is cancelling the card but would cause multi issues as result I wrote crp office Feb 2022 but no return response.

  Business response

  03/23/2022

  Per review of our system, the last documented payment associated with this guest's email address was in November, 2021.  We will reach out directly to guest to review this concern further.

  Customer response

  03/25/2022

  [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: This was an email just read.  It was my anticipation of a phone call.  My wifes contact information was not given to BBB.  I just issued this response to AMC
  
  

  *******,

  You stated this issue is resolved but we have no notification of cancellation and refund after review of our banking account.  I noted the BBB response in which you stated you would reach out.  This has not occurred at this time.  I don't know if you are attempting to contact her via email or by phone.  I don't  know if you have either.  Please know I think this issue would be best resolved with a simple phone call/  Thank you
  
  Regards,
  
  ***** ********

• Initial Complaint

  03/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attempted to order tickets using AMC’s online ticketing system. After inputting selections and payments, I hit “confirm” after agreeing to the terms and services only to get an error saying my ticket was not processed. I tried to do this 2 more times to no avail, however after checking my bank account, I see that I was charged for each attempt, without receiving any confirmation or receipt of purchase. This business doesn’t even have a functioning customer support line to recieve assistance

  Business response

  03/13/2022

  Reviewed details provided by guest. Unfortunately, no purchases found under guest's name or with the email address provided. Sounds like guest is experiencing an error, possibly due to the payment method and security info being entered for that payment. Guest may see a pending charge with card provider for each purchase attempt they made. However, with no purchase made in our systems, these pending charges should fall off the statement for the guest. For additional support with any purchase issues, please contact AMC Theatres through one of the support channels listed at: ************************************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Before pandemic, I bought more than a dozen AMC Gold Experience Ticket from ******. These are paper copies. AMC was closed for a long time during pandemic & I couldn't use them. After AMC re-opened, I managed to use 2 of them at AMC *** *** ** ********, CA. I still have 10 AMC Gold Experience tickets on-hand. When I tried to use it again at AMC *** *** but was told I couldn't use the paper copy anymore. I asked for exchange with the manager and was told I have to contact corporate or customer service. Why was there no advance notice being email to us before the conversion? Also, in CA, giftcard is never suppose to expire by law. AMC *** *** then told me I must contact AMC corporate or customer service to exchange for a gift card version (like a credit card type). I called AMC 800 number 2-3 times & was given the run-around and they hung up on me. Very rude. Online inquiry also went to never-never land. My husband and I are loyal AMC Premiere member but treated very poorly. Literally no customer service. I just want my money back for the 10 AMC Gold Experience tickets I still have. Please help me find a way to contact AMC Corporate to resolve this matter.

  Business response

  02/22/2022

  We’re sorry, Gold and Silver Experience tickets are no longer accepted in theatres as of July 1, 2018. If you have an AMC Gold or Silver ticket(s), please email clear pictures of the front and back of the ticket(s) to **************************. Please include a list of the ticket numbers as well as your preference to receive physical or digital (e-ticket) replacements. If physical tickets are requested, provide the full mailing address. A member of our team will reissue a comparable Black or Yellow ticket(s) for use in one of our theatres. Learn more about AMC Gold and Silver Experience Tickets here: ***************************************************************

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a member of the amc stubs plus program since last year (member #: ****************). When I forgot my password I tried on more than 15 occasions to reset my password. The links they sent didn't take me to a place to be able to reset the password. Further requests only resulted in the same useless link being sent to me So in December I sent a request to cancel my account and since have sent 4 other email requests through their system which were acknowledged as recieved but were never replied to. I have the request order # from their system sent to me by email. They replied to none of those requests and I've finally gotten a hold of someone via ******** today (end of february). They refuse to repay the past charges since I've been making requests (over $60 of charges to my card which I was unable to stop without cancelling my credit card) I was both civil and pissed off in messaging on ******** and after asking for a refund or to talk to someone higher now can't even get a response on ********, even to cancel my account so im being charged perpetually for a service I don't want and have been asking for months to cancel and be reimbursed because its a lack of communication of their side that has incurred the charges. I want to get paid back since now they won't even communicate with me or even respond to messages about cancelling the account and I'm STILL being charged! Their customer service has been the worst I've experienced at any company ever and I shouldn't have to foot the bill for them taking ~3 months to respond. I've tried using every method I can to contact them (their help service, on fb, calling the theater, calling corporate, sending plain messages to customer service) and they won't reply to any form of communication (There are too many documents to attach here. If the paper trail of previous requests are needed I have records of all of them in my email)

  Business response

  02/22/2022

  Reviewed details provided by guest and found the guest does have an active AMC Stubs A-List account. AMC Stubs A-List can be cancelled at anytime through our website or app by the account holder. Additional account support is available through our support channels listed at: ***********************************. To help address the issue the guest is experiencing a password reset email was issued out to the guest's email address. Before following the reset link in the email, we'd recommend first clearing the cache/cookies on your device, then resetting your password via the link in your email. If the link is not allowing you to reset your password, please try opening it in a different browser by copying and pasting the link, or opening in a Private/Incognito window. Unfortunately, A-List billing is non-refundable and we're unable to provide a refund for any prior billing on the account.

*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. ↩