Complaints

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.

• Initial Complaint

  Date:03/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I scheduled an appointment with Outburst Rage Room in Temecula, CA via their website on 2/24/2023 for a one hour rage room session for two people (plus a birthday banner and confetti poppers) on 3/9/2023 at 3:45PM. I ended up having to cancel this appointment entirely and did this via their same scheduling system through their website, on 2/26/203. Per their cancellation policy, it says, “Any cancellation must be done 24 hours in advance, otherwise no refunds.” My appointment was made and cancelled almost 2 whole weeks in advance. I waited 5 business days until I called them directly to ask if my refund had been processed yet. I believe I was speaking with someone in management who said she had never processed a cancellation or refund during her time there and that their policy says they do not give refunds unless you cancel 24 after you made the appointment. This is clearly not true, and I told her this. She told me to send screenshots of my cancellation confirmation email to the same store number as it was a smartphone, so I did that as well as a screenshot of what their cancellation policy says. She said she’ll give me a call back, I waited most of the day and gave them a call back myself. I spoke to who I assume was an employee and he said if I emailed them at their email address (he told me verbally what it was, and this is the same email on their website) that his boss would fix this for me. I emailed them and explained the situation and forwarded my cancellation confirmation email along with it, asking them to please get in touch with me. This all took place on 3/3/2023, and I never heard back from anyone. They were open today so I sent another email to the same address letting them know they had until the end of the day to reach out about my refund or I’d be disputing it and filing a claim with the BBB. Still no response.

  Business Response

  Date: 03/20/2023

  Response to complaint ID ********: 
  Hello, I have already been in contact with Ms. ****** via email and I apologized that I wasn't able to respond sooner as I was out of town the weekend. My staff failed to inform her of this information so because I hadn't responded quickly enough so made this complaint. I did refund her money the day after she cancelled her appointment (February 27th, 2023), so I am not sure why she hasn't received the refund on her end, but I suggested she reach out to the bank. Attached are the refund screenshots and our email correspondence. She was given a full refund minus Square/Block's fees for the transaction per our policy. I am not sure what more to do but I already processed the refund back on February 24th. I hope this complaint can be removed as I did what I was supposed to do after the appointment was cancelled. 

  Sincerely,

  **** ******* 

  Outburst Rage Room