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Business Profile

Games

Get Away Games (owned by Breakout Studios)

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We are from ******** and visiting family in *********************. When we were last here in November we saw that a new escape room, Get Away Games, was going to open soon. I looked it up on ****** maps. When I clicked on the website link it took me to a site for Breakout Studios, so I assumed that was the website to book for Get Away Games. I booked an escape room for three of our family members. When we arrived at Get Away Games in *********************, the front window was papered over and there was an "Opening Soon". I called ************ (this was the number they had called me from to confirm the reservation) and explained that there must be some sort of mix-up. The person I spoke to said that we had booked an escaped room at Breakout Studios in ************. She said that they've been having a problem with ****** Maps listing Get Away Games and that they were trying to resolve the issues. She also told me that they did not offer refunds or credits- that my only option was to reschedule the game for another time at the San **** location. I told her that this didn't seem fair to me and she offered to have a manager contact me. When the manager, ******, called he said this is a problem that only people with iPhones have, seeming to imply that this was my fault for having an iPhone. He then told me that I had three options: 1.reschedule a room for the San **** location 2.take a credit to use at the ********************* location when it opens (which doesn't look like it's going to open anytime soon) 3.they can refund me my money less $50 (I paid $135, so they would give me $85 back). None of these options seem fair as the mistake was on their end, not mine. There is no disclaimer on their website about this issue they're having with ****** maps. There's also nothing on their site about cancellations or rescheduling. A message did come up when I paid for the tickets that they don't offer refunds, but I wasn't concerned about that since we were planning on attending.

Get Away Games (owned by Breakout Studios) is NOT a BBB Accredited Business.

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