Independent profile — not affiliated with Cinemark
Cinemark
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.
Complaints & Reviews 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 below.
- Rude ticket seller threatened to throw us out over R-rated movie
- Managers horseplaying and ignoring customers at Sandy Century 16
- Movie screen not opened for widescreen and staff refused help
- Rude staff, no sound and film cut off during Star Wars screening
- Military discount limited to active duty only at Harker Heights
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website: https://www.cinemark.com/
- Investor relations site: https://ir.cinemark.com/
- Corporate phone (SEC filing, BBB-listed): 972-665-1000
Locations
| Type | Address |
|---|---|
| Headquarters | 3900 Dallas Pkwy Plano TX 75093 |
Cinemark complaints: where to take a ticket, food or staff problem
This page was checked on 2026-10-16. Cinemark's own site, cinemark.com, returned a Cloudflare 'Sorry, you have been blocked' page to our automated browser that day, so we could not read its help, refund, ticket-exchange or Movie Club pages and do not quote them here. 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 below.
- 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.
Complaints on this page are individual accounts and allegations, not findings against the company.
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 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.
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.
Lawsuits disclosed in SEC filings
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.
- 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.
Is Cinemark Legitimate?
Cinemark Holdings, Inc. files annual and quarterly reports with the SEC, and BBB lists Cinemark USA, Inc. at 3900 Dallas Pkwy, Plano, Texas. The investor site states the company is based in Plano.
This page does not rate the company. The BBB and Trustpilot figures above, the SEC-disclosed cases and the archive posts are the documented record as of 2026-10-16.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Waldrop v. Cinemark USA, Inc. Docket 4:24-cv-00321 | U.S. District Court for the Eastern District of Texas, Sherman Division | Dismissed | Dismissed 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. In its fiscal 2025 10-K the company said it denies the allegations. | Source | |
| Rodriguez v. Cinemark USA, Inc. and Cinemark Holdings, Inc. | Circuit Court of Cook County, Illinois | Dismissed | Dismissed 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. In its fiscal 2025 10-K the company said it firmly maintains that the allegations are without merit. | Source | |
| Neal v. Cinemark USA, Inc. and Cinemark Holdings, Inc. | Superior Court of California, Los Angeles County | Filed | Filed — no final outcome recorded 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. Allegations are not findings. | Source |
Company Relationships
- Owned by: Cinemark Holdings, Inc.
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, which our automated browser could not open on 2026-10-16 because cinemark.com blocked it, so they are not quoted here. 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.