Independent profile. Not owned, sponsored or endorsed by Cinemark.

Cinemark Reviews, Complaints & Contacts

Cinemark is a Plano, Texas movie theater company; BBB lists Cinemark USA, Inc., and Cinemark Holdings, Inc. files with the SEC. This page lists where to take a theater problem, the BBB and Trustpilot figures as displayed on 2026-10-16, consumer cases disclosed in SEC filings, and 5 archive complaints from 2008 to 2012.

REVIEWS & COMPLAINTS5on USAComplaints · none in last 3 yrs · latest 2012
WEBSITEcinemark.com
HEADQUARTERSPlano, TX
PROFILE CHECKED2026-11-06
Submit a Complaint Read reviews & complaints ↓ Official website ↗

Contacts

PhoneAddress

Customer service & general contact

Cancel, billing & returns

Corporate & press

VERIFIED

Locations

  • Headquarters3900 Dallas Pkwy Plano TX 75093
EDITORIAL

Company Information

BBB, Trustpilot

Legal name
Cinemark USA, Inc.
Founded
1984
Business type
Movie theater chain headquartered in Plano, Texas (Cinemark Holdings, Inc. and its subsidiary Cinemark USA, Inc.), operating theaters in the U.S. and Latin America with premium formats and the Cinemark Movie Club loyalty program
Website
cinemark.comSource: checked 2026-10-16
Headquarters
Plano, TXSource: BBB profile for Cinemark USA, Inc.: 3900 Dallas Pkwy, Plano, TX 75093-7869, checked 2026-10-16
Owned by
Cinemark Holdings, Inc.Source: Cinemark Holdings Form 10-K for fiscal 2025: 'Cinemark USA, Inc. is a Texas corporation incorporated in 198…, checked 2026-10-16

Cinemark USA, Inc., founded in 1984, is listed by BBB at 3900 Dallas Pkwy, Plano, Texas, and Cinemark Holdings, Inc. files annual and quarterly reports with the SEC. The investor site states the company is based in Plano.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBCinemark USA, Inc., Plano, TX
7 reviews · 131 complaints · BBB business grade A- · average customer rating 1.57 / 5
Trustpilot
59 reviews · TrustScore 1.6 / 5
EDITORIAL

Complaint Themes

staff conduct and customer service at the theaterticket, discount and age-policy disputes at the box officescreen format or showtime presentation problems

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 5 historical complaints about Cinemark, published between 2008 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

EDITORIAL

Complaint record: BBB, Trustpilot and our archive

As displayed on 2026-10-16:

  • BBB (profile for Cinemark USA, Inc., Plano, TX). Not BBB Accredited; BBB rating A-; '131 total complaints in the last 3 years' and '60 complaints filed in the last 12 months'; customer reviews '1.57 /5 stars, Average of 7 Customer Reviews'.
  • Trustpilot (www.cinemark.com). 1.6 from 59 reviews; the profile is shown as unclaimed, and Trustpilot states it does not fact-check reviews.

These figures come from different sources and are not combined. Our own archive holds 5 approved reports about Cinemark theaters, dated 2008 to 2012, listed on this page. They concern staff conduct and service, a military-discount dispute, an age-rating ticket dispute and a screen-format problem. They are individual accounts that we have not independently verified, and they predate the company's current policies.

Had an experience with Cinemark? Tell other people what happened.

Submit a Complaint
EDITORIAL

Cinemark complaints: where to take a ticket, food or staff problem

This page was checked on 2026-10-16. Use the help or contact section of cinemark.com, or the theater's manager, for current policies, and keep ticket confirmations, receipts, order numbers and screenshots.

  • Theater first. Many problems described in our archive concern a specific theater, showtime or staff member. Note the theater name, date, showtime and what staff said.
  • BBB. BBB accepts complaints against Cinemark USA, Inc. of Plano, Texas. As displayed on 2026-10-16 the BBB rating is A- and the page lists the reason 'Failure to respond to 3 complaint(s) filed against business'. Figures are in the complaint-record section.
  • Corporate contact. A corporate telephone, (972) 665-1000, is listed by BBB and in SEC data for Cinemark Holdings, Inc.; we have not confirmed it as a guest-services line; Cinemark's Contact Us page lists 1-800-CINEMARK, (800) 246-3627, together with its contact form.

Complaints on this page are individual accounts and allegations, not findings against the company.

EDITORIAL

Lawsuits disclosed in SEC filings

Court records

Cinemark's annual report for fiscal 2025 (filed 2026-02-18) and its quarterly report for the period ended June 30, 2026 (filed 2026-07-30) describe the following consumer-related cases. The company's statements are quoted as the company's position; allegations are not findings.

More on the lawsuitsShow less
  • Waldrop v. Cinemark USA, Inc. A putative nationwide class action filed April 16, 2024 in the U.S. District Court for the Eastern District of Texas, Sherman Division, over the alleged mislabeling of twenty-four ounce draft beer cups. Case no. 4:24-cv-00321. The court docket (CourtListener) shows a March 19, 2026 memorandum opinion and order granting Cinemark's motion to dismiss and a final judgment dismissing the plaintiff's claims without prejudice for lack of subject matter jurisdiction; the docket shows no settlement filing. The 10-Q says the parties subsequently entered into a settlement agreement resolving all alleged disputed claims; terms are not stated. In its fiscal 2025 10-K the company said it denies the allegations.
  • Rodriguez v. Cinemark USA, Inc. and Cinemark Holdings, Inc. A class action filed February 24, 2023 in Cook County, Illinois alleging violation of the Fair and Accurate Credit Transactions Act. The 10-Q says the plaintiff voluntarily dismissed it in June 2026.
  • Neal v. Cinemark USA, Inc. and Cinemark Holdings, Inc. A putative class action refiled May 14, 2026 in Los Angeles County Superior Court alleging violation of the same Act; the company says it is substantially similar to the Rodriguez action and that it intends to defend the matter.

The 10-K also describes Narayan v. Cinemark USA, Inc., Century Theatres, Inc., a California wage-and-hour class action filed December 27, 2024 in San Mateo County Superior Court; it reports that on July 31, 2025 the court granted a motion to compel arbitration and that on August 30, 2025 the plaintiff voluntarily agreed to arbitrate her individual claims. The June 30, 2026 10-Q does not describe Narayan. That is an employment matter, not a guest complaint.

PUBLIC RECORD

Court & Public Records

Waldrop v. Cinemark USA, Inc.

Dismissed

U.S. District Court for the Eastern District of Texas, Sherman DivisionDocket 4:24-cv-00321Source ↗

Dismissed

In its fiscal 2025 10-K the company said it denies the allegations.

Case details: Waldrop v. Cinemark USA, Inc.Show less

Putative nationwide class action alleging violations of the Federal Food, Drug and Cosmetic Act and the Texas Deceptive Trade Practices Act, plus negligent misrepresentation, fraud and unjust enrichment, over the alleged mislabeling of twenty-four ounce draft beer cups. Per Cinemark's 10-Q for the period ended June 30, 2026, the judge issued an order on March 19, 2026 dismissing the case without prejudice for lack of subject matter jurisdiction, and the parties subsequently entered into a settlement agreement resolving all alleged disputed claims. The CourtListener docket (assigned to Judge Amos L. Mazzant III; terminated March 19, 2026) shows entry 28, a memorandum opinion and order granting Cinemark's motion to dismiss the second amended complaint, and entry 29, a final judgment dismissing the plaintiff's claims without prejudice for lack of subject matter jurisdiction, both dated March 19, 2026; the docket shows no settlement filing. Settlement terms are not stated.

Rodriguez v. Cinemark USA, Inc. and Cinemark Holdings, Inc.

Dismissed

Circuit Court of Cook County, IllinoisSource ↗

Dismissed

In its fiscal 2025 10-K the company said it firmly maintains that the allegations are without merit.

Case details: Rodriguez v. Cinemark USA, Inc. and Cinemark Holdings, Inc.Show less

Class action alleging violation of the Fair and Accurate Credit Transactions Act. Per the 10-Q for the period ended June 30, 2026, the plaintiff voluntarily dismissed the lawsuit in June 2026.

Neal v. Cinemark USA, Inc. and Cinemark Holdings, Inc.

Filed

Superior Court of California, Los Angeles CountySource ↗

Filed — no final outcome recorded

Allegations are not findings.

Case details: Neal v. Cinemark USA, Inc. and Cinemark Holdings, Inc.Show less

Putative class action refiled May 14, 2026 alleging violation of the Fair and Accurate Credit Transactions Act. The 10-Q says a substantially similar action was filed December 10, 2021 and voluntarily dismissed in March 2023, and that the current action is substantially similar to the Rodriguez action. The company says it intends to vigorously defend the matter.

EDITORIAL

Who is Cinemark

BBB lists Cinemark USA, Inc., 3900 Dallas Pkwy, Plano, Texas, as a theatre business, and shows a business start date of 1984-07-09 in its page data. Cinemark Holdings, Inc. and Cinemark USA, Inc. file a combined annual report with the SEC.

According to that Form 10-K for fiscal 2025, as of December 31, 2025 the company operated 496 theaters and 5,637 screens in the U.S. and Latin America: 303 theaters and 4,241 screens in the U.S. and 193 theaters and 1,396 screens in 13 Latin American countries. The company's investor site describes loyalty programs including Cinemark Movie Club and premium formats such as Cinemark XD. The 10-K says the company had 'nearly 1.5 million paid Movie Club subscription members' (the company's statement). Century Theatres, Inc. is named alongside Cinemark USA, Inc. as a defendant in one case described in the 10-K. The footer of cinemark.com states that Century Theatres, CinéArts, Rave, Tinseltown and XD are Cinemark brands.

More company historyShow less

The 10-K states: "Cinemark Holdings, Inc. is a Delaware corporation incorporated on August 2, 2006. Cinemark USA, Inc. is a Texas corporation incorporated in 1984 and a wholly-owned subsidiary of Cinemark Holdings, Inc." That sentence is the source of the owned-by relationship listed on this page.

VERIFIED

Company Relationships

  • Owned byCinemark Holdings, Inc.
EDITORIAL

Frequently Asked Questions

Who owns Cinemark?

Cinemark Holdings, Inc. and Cinemark USA, Inc. file a combined annual report with the SEC. The fiscal 2025 10-K states that Cinemark USA, Inc. is a Texas corporation incorporated in 1984 and a wholly-owned subsidiary of Cinemark Holdings, Inc., a Delaware corporation incorporated on August 2, 2006. The company is based in Plano, Texas.

Where is Cinemark headquartered?

BBB lists Cinemark USA, Inc. at 3900 Dallas Pkwy, Plano, TX 75093-7869, and SEC data lists the same city and street for Cinemark Holdings, Inc. (read 2026-10-16).

How many theaters does Cinemark operate?

The fiscal 2025 Form 10-K says that as of December 31, 2025 the company operated 496 theaters and 5,637 screens, of which 303 theaters and 4,241 screens were in the U.S.

What does BBB show for Cinemark?

As displayed on 2026-10-16, BBB shows Cinemark USA, Inc. as not BBB Accredited with an A- rating, 131 complaints in the last 3 years, 60 in the last 12 months, and 7 customer reviews averaging 1.57 out of 5.

What does Trustpilot show for Cinemark?

As displayed on 2026-10-16, Trustpilot shows 1.6 from 59 reviews for www.cinemark.com. The profile is unclaimed and Trustpilot says it does not fact-check reviews.

How do I get a refund or exchange for a Cinemark ticket?

The rules are on Cinemark's own help pages. Check the help section of cinemark.com or ask the theater, and keep your confirmation email.

Has Cinemark been sued by customers?

Cinemark's SEC filings describe class actions including Waldrop (draft beer cup labeling; the court granted Cinemark's motion to dismiss and entered final judgment dismissing the claims without prejudice for lack of subject matter jurisdiction on March 19, 2026 per the docket; the 10-Q says the parties subsequently entered into a settlement agreement, terms not disclosed), Rodriguez (voluntarily dismissed in June 2026) and Neal (refiled May 14, 2026). For Neal, the company says it intends to vigorously defend the matter.

What do the archive complaints about Cinemark describe?

Our archive has 5 approved reports from 2008 to 2012 about staff conduct and service, a military-discount dispute, an age-rating ticket dispute and a screen-format problem. They are unverified individual accounts.

How do I contact Cinemark guest services?

Cinemark's Contact Us page links to self-service tools such as gift card balance and confirmation number lookup, and for anything else says to complete the form on that page or call 1-800-CINEMARK, (800) 246-3627. The form lists subjects including Refund Request, Gift Card Balance, Credit Card Transaction, Website / Mobile App Experience, Cinemark Movie Club, In-Theatre Movie Presentation and In-Theatre Quality of Service.

How do refunds work for tickets bought on cinemark.com?

Cinemark's FAQ says tickets are not refundable once the showtime has passed. Before showtime, an online refund request needs the email address used for the purchase and the last 4 digits of the card. A full refund including online ticket fees must go to Cinemark Cash, which can only be used online or in the app. At the box office, tickets may be exchanged or refunded any time before showtime; a refund of an online purchase there is made minus the online fee and needs the confirmation number and the card or gift card used. If a show is cancelled, Cinemark says the refund is the full purchase price including service charges. Refunds may take up to 5-7 business days to reach a bank account; payments made with a Cinemark gift card or Movie Club credits should show immediately.

Where do I get a refund for tickets bought through Fandango or Atom Tickets?

Cinemark's FAQ says tickets bought through Fandango and not Cinemark.com may be refunded through Fandango, which should be contacted at least 2 hours before showtime at (866) 857-5191 or through its customer service form. Tickets bought through Atom Tickets and not Cinemark.com may be refunded through Atom Tickets, which should be contacted at least 30 minutes before showtime at (844) 838-6284.