AMC Summit 16 — Local services in Birmingham

THE CEILING FELL DOWN IN THE THEATER TODAY BECAUSE OF A WATER LEAK!!!!!!!!

My husband and I are visiting from out of town. We went to go see the 2:15pm showing of Rogue One in 3D today on 1/2/17.

The first thing that struck us is that there are no employees at the ticket booth. After standing around for about 5 minutes trying to see if there was a manager or someone that was not busy behind the counter, we finally walked up to the girl who rips the tickets. She said there is no longer anyone in the front and people have to buy tickets from the concession stand. That is pretty remarkable actually because there were 2 concession stands open and hardly any customers in the theater. It seems more logical and customer friendly then to have someone at the ticket booth and then someone behind the counter.

In the theater, there was a ceiling leak right in the front two rows. No one had actually informed us or the other people sitting in the theater. There were probably about 20 people in the seats. Throughout the movie you heard the dropping of water in trashcan with water collected in the bottom. It was really loud and we didn't know what the sound was at first. We thought someone was kicking something on the floor. We saw someone come in and put paper towels in the trashcan and we saw him speaking to a man and his kids down on the front row.

About midway through the film THE CEILING FELL DOWN!!!!!!!!! Luckily it didn't hit any customers!!!!! We continued sitting and watching the movie because we paid in total $24.76 for our two tickets (unbelievable that $12.38 is the matinee price- no wonder the movie theater was empty). I kept looking up throughout the movie trying to see if anything else was going to fall down.

After the movie was over, I asked to speak to a manager because I wanted to report that the ceiling fell down and I felt very unsafe being put in that situation. His reply to me was that he informed the man on the floor that there was a leak. I asked him why he didn't inform everyone in the theater??? We didn't know how big the leak was and usually only what you see is the tip of the iceberg for a ceiling leak. He said that the roofers had been called and I asked him why didn't they close the theater room down??? What if someone was hit by a ceiling tile???? This is a health and safety issue.

I told him that he needed to be careful because someone could have been injured!!! I find it completely unacceptable that the theater allowed a movie to play in a room in such conditions! There are plenty of movie rooms in that theater and they could have easily decided to close this room down until the problem was fixed.

I told him that I am filing a formal complaint with the corporate office because obviously the theater does not take customer safety seriously. The Carmike Theater at the Summit is run down and customer service and safety is not a priority.

I hope someone in the corporate office takes this situation seriously. I do not think that the manager was a bad guy, but he should be allowed to close down a theater room if it is in such conditions. The employees all need to have safety education and better management and...

For the most part, I enjoy this theater. I appreciate its recent seating updates, making them much more comfortable (cushion and heater wise!). I also like the now ample amount of space between your seat, and the row in front of your’s seat, so that if someone needs to get up during the movie, they can do so now without requiring you to readjust and/or stand up for them to pass by. With that said, there are still some problems I have with this theater…

I miss the table and chairs in the lounge/waiting area by concessions. There is absolutely NO seating in there which is kind of frustrating while waiting for your food to be ready and/or you are waiting for the rest of your group to arrive to theater. I’m assuming it’s done so that there’s less mess and congregation in that area? Not totally sure.

The self-serve concession kiosks… they are good in theory, but many people are not familiar and/or are good with technological things (even as simple as that). So those people end up even more confused, and causing wait lines to steadily increase. There should definitely be at least one AMC employee standing beside the kiosks to assist customers with any problems or questions that may arise. Also it was just annoying that there’s no button option for popcorn in popcorn buckets, instead I am told I have to check out at a separate register with a human to check me out.

The employees working were clearly understaffed. And unfortunately, as a result, we’re frantically running around trying to assist frustrated customers in a timely manner. Despite the chaos, the staff was still very kind and apologetic to me throughout. AMC really needs to adequately staff their theaters so that they can handle the influx of customers at peak (or really any) times. (note I was seeing Dune: Part 2 @ 6:45pm… 3 weeks AFTER its premiere).

Maybe these are just “growing pains” after the renovations, however, whatever the reason may be, it’s still frustrating. And a customer shouldn’t have to wait 30 minutes for movie snacks, let alone nearly missing the beginning of your movie in the process.

So please adequately staff your theaters (& maybe reevaluate those self-service kiosks…) so both patrons and employees are kept...

A very disappointing experience with Summit 16 this evening. This is an older theater in a VERY upscale shopping center. I am not complaining and giving this theater a bad rating because its old. I am giving it one star for the lack of customer service and general upkeep of this theater. Also the employees do not care and will lie to your face. Problem one, its 7:30 on a Saturday night. There is only ONE box office attendant selling and printing tickets. There is not a kiosk for ticket sales or printing either. There is two lines for the ONE concession stand that is operating. The other two concession stand are not stocked and look like they have not been used in years. There is one line for AMC Stubs members, which is a paid service, and one for general customers. The employees are not checking to see if the stubs members are actual stubs members, so these people get to skip the huge line. I asked the young man working the register at the concession if they were checking to see if people were really stubs members if they were using that line. He said yes. I never heard anyone ask anyone using that line for any verifying info. I know this because the young lady behind me told her boyfriend to get in that line to see if they could skip the 7 groups in front of us. And it worked. There was one other employee who lied to me when I confronted them about the lady cutting with her boyfriend, saying they were stubs members. I informed the manager later on when it was not so busy and she was very uncaring and spouted out the canned I'm sorry and oh we will go over things with our staff. My advise, drive a little further and go to the better theaters. Unfortunately this theater gets some of the smaller movies, so you...