ComplaintsforAMC Entertainment

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There was a problem with my account ok my fault but every time I try and fix it all I get are error messages. And can’t reach anyone for help no phone support or chat. Now I may not be able to have this account for 6 months because of no support from there end !! That isn’t right !! To have such restrictions and then not help anyone and only have issues on there end !!

  Business response

  10/25/2024

  Reviewed details provided. Guest has been contacted via email by the AMC Guest Services team for assistance in re-enrolling their account. Incident ************* for reference, if needed.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have actively been trying to get my AMC Theatres gift card re-issued. It appears AMC deactivated my gift card due to lack of activity even though there was a sizable balance still on the card and there is no expiration date present on the card. I have reached out both via calling their customer service as well as emailing the proper channels to have a replacement card made. It has been over a month and I haven't received a single response except an auto-generated email response acknowledging receipt of my email by giftcards@amctheatres.com on September 23rd, 2024. I would just like my card replaced or the balance refunded to me. Gift Card#: ******************* **** ****

  Business response

  10/16/2024

  Reviewed details provided. The auto-generated email notes that "Replacements are typically sent within eight weeks. Physical cards may take additional time to process.". Guest is still in the 8-week waiting period and may take up until 11/18/2024 to receive replacements.

  Customer response

  10/16/2024

  
  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

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for a trial at AMC+ and there was no visible way to cancel. AMC+ kept attempting auto-payments through my account. When I requested customer service cancel my membership I was told they had. (see beloew) Today another payment was attempted against my account. I would just like this to end. I have read this is a widespread practice with them. There is literally nowhere to cancel the trial. _________________________On Mon, Sep 30, 2024 at 3:53 AM AMC + wrote: Hi ****, Thank you for contacting AMC+ Customer Support. ?We're sorry to hear you're having issues to cancel, we would like to assist you with this. We can confirm that your AMC+ membership under this email address has been canceled so you will not be billed in the future. If possible we would like to know why you decided to cancel, we would appreciate the feedback. Please let us know if you have any further question. Thanks, AMC+ Support Team

  Business response

  10/11/2024

  Guest is referring to the AMC+ subscription from the AMC Television Network. AMC Theatres has no connection to the AMC Television Network. Guest will need to reach out directly to the AMC Television Network for assistance at, ***********************************
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered 2 gift cards from AMC theatres under a promotion, one of the gift cards I was unable to use due to the pin number not showing. When I scratched the card I could only see 3 of the numbers. I sent AMC an email on 9/23 describing the problem. I was told to provide name, address, and photos of the cards. I provided them with all this information but never heard back. I emailed AMC again but was just provided the same email over and over again requesting the above. The email basically goes to no one and I would just like a re-issue of the 50.00 gift card or my money refunded.

  Business response

  10/07/2024

  Hi there,

   

  Thank you for reaching out! Typically, we ask that all guests allow up to 6-8 business weeks for replacement gift cards to be processed, as our gift card team handles all of those contacts in the order that they are received. However, we will reach out to the guest to get an update on the status of their replacements

   

  Thanks! . 

  Customer response

  10/08/2024

   
  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

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am an AMC Theatres Stubs Member (****************). On August 28, 2024, I received an email from "AMC Theatres" with a one-day offer of buying $50 online gift cards for only $40. I clicked the "Buy Now" button and purchased gift cards worth $100 for $80. I did not receive a gift card or a confirmation of the purchase by email. However, on August 30, 2024, $80 was withdrawn from my checking account with the notation: "DEBIT CARD PURCHASE ********* ** AMC ** ********* ***" I contacted AMC by email on August 30, 2024, inquiring why I had not received the gift card(s). AMC told me that the online purchases were done through a third-party and provided me a link to ************. I have attached to this complaint copies of the email exchanges with ******** that show that ******** has no intention of providing the gift cards or refunding me the $80. I have also contacted AMC Threatres through my AMC app. AMC has informed me that there is nothing AMC can do because it is a third-party vendor. Today I called ******** customer service (************). Once the ******** representative heard that I was inquiring about an AMC gift card, she played a recording from AMC that states that I can contact AMC through its website and then hung up on me. However, AMC no longer provides "telephone support" for inquiries (in other words, you cannot speak to a live person) and only allows online inquires that fit with narrowly defined categories that don't apply to my situation. AMC also refuses to help me. Either AMC and ******** are running a scam or they have the world's worst "customer service."

  Business response

  10/07/2024

  Hi there,

   

  It does appear that this guest contacted us on 08/30/2024 in regard to their gift card, and we did provide them with **** ***** contact email address. We do not have the ability to locate these cards, as they are purchased through a third party. However, we will reach back out to the guest to see if we can gather any more information. 

  Customer response

  10/09/2024

  
  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

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  * have been subscribing to AMC Plus on a monthly basis. In July 2024 I was billed for an annual subscription. I wanted to remain monthly basis. I have sent three messages to customer service on their website with no replies. All I want is a refund of the difference between the annual and monthly

  Business response

  09/20/2024

  I believe that this charge may be related to AMC Plus, a streaming service owned by AMC Networks, which is a separate company from ours- AMC Theatres. We do not offer an annual subscription in the disputed amount for our memberships, and the disputed amount appears to match the exact total of an AMC Plus annual plan. Contacted consumer to confirm if this would be the case. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September 16th, we went to see a movie at 7pm located at AMC West Jordan 12 1*** **** *** **** ****** West Jordan, Utah 84088. We arrived on time, and the theater was pitch dark for about 5 minutes. We had to use our phone flash lights to find our seat, then for the next 40 minutes it was nothing but commercials, previews, and theater courtesy types of commercials. I saw the same commercials shown several times. There must have been about 20 commercials, even before the previews started. After the previews, there were more commercials. I have never seen anything like this before. I usually can count on about 20 min of previews, which, I am more patient with, but when there are over 20 commercials, I almost walked out. We have gone to this theater off and on in the past 10-15 years, but I will never step back into that theater, or any AMC theater for that matter. I go to movies so that I can avoid the commercials, and if commercials continue to happen, I will stop going to theaters. I was so incredibly frustrated, I couldn't even enjoy the movie. I should have asked for a refund. I am very disappointed in AMC and will never go to an AMC theater again.

  Business response

  09/18/2024

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

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pittsburg ks AMC sold us Beetlejuice tickets without notice the AC was out. Mid way through we went to ask they turn the AC on. We were then notified their AC hadn't been working all day & someone was trying to fix it. We should have been told so we didn't buy tickets that night. We left with 40mins left due to our family getting overheated and headaches started. That was such a major disappointment, we had waited to see that film. They knew there was no AC. I'm not ok with these business practices and we most certainly didn't enjoy anything about last night. 7pm showing that was a nightmare. I want nothing but my money back.

  Business response

  09/16/2024

  The guest reached out to us directly and we are responding to them directly to look into this further and assist.
  
  *************:
  
  Hello *******,
  
  Thank you for reaching out and I apologize for the delay in response. I am very sorry to hear about this. Please be assured this is not the norm for our theatres as we expect all auditoriums to have comfortable temperatures. Could you please provide the order number for your tickets?

  Customer response

  09/18/2024

  How do I talk to them? They want an order number off a ticket they tore before we went into room 5. I have proof of purchase and a membership ID, can they not look for my receipt? 7pm 9/13 room 5 and they scanned our membership code. This is crazy.

  Business response

  09/19/2024

  Hello,

   

  We have contacted this guest again via Incident # ************* but we have not yet received a response to our message. Once the guest responds there with the requested information, we should be able to proceed. 

   

  Thanks! 

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a gift card to AMC that did not work. Contacted them on 11/14/23 with scan of card. They told me I would receive a new card in 8 weeks. That did not happen. I called them again and they told me to send them the scan again which I did. Still no replacement. I called several times and I was told I would receive a new card in 8 weeks. It is not 10 months and I still did not receive the new card.

  Business response

  09/16/2024

  Our system responded to the guest from their initial request on 10/19/2023 asking that they please respond to this email if they still need assistance, but they did not respond.  We are reaching out to them directly through that email.  Unfortunately, the scan that they have provided is not an AMC Gift Card.  The scan contains the top portion of a gift card purchased at a 3rd party vendor such as Walmart with the bottom portion missing.  The bottom portion is the actual gift card.  This is stated in bold in the last sentence in the scan that they provided.  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am an A-list member. I have been for a number of years. Under that program I am provided three movies each week. I reserved a ticket to see **** in the theater on September 9, 2024. When I arrived at the theater, I sat in the theater and waited for the film to start…after 10 mins the film still didn’t start, at which point I walked to the front counter to ask what was going on…. I was informed the film was canceled. No warning was given, no instructions or notification was given to anybody in the theater. It was chaotic. I was informed the only resolve available was to refund the purchase, but since my ticket was purchased under A-list, the movie purchase would need to be removed from my account - therefor freeing up that spot and allow for me to select another movie to use for my A-list for that week. The manager told me the canceled movie would be removed from my A-list within 2 hours. However the movie still shows up and prevents me from using my membership. The manager lied to me, AMC sold me an A-list membership but then prevented me from seeing movies I’m entitled to and paid for, no apology was offered for this terrible experience, and why would AMC sell me a ticket for a movie that it KNEW was canceled due to their technical failures. I have tried reaching out to AMC. There is no customer service, no phone number and nobody to talk to. I’ve emailed with no response to their customer email option. It’s been a horrible experience. I want that movie purchase returned to me immediately.

  Business response

  09/11/2024

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

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