Complaints

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• Initial Complaint

  Date:06/27/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 called to reserve a party room for my sons birthday party 2/5/2023z During that call the employee said that our reservation would include pool time until close, use of the hockey rink for ice skating, and the rock climbing wall. I was also told that we would get so many wrist bands. I asked if the wrist bands had to be used for parents who were just spectating and the guy on the phone said no. When my sons party started all of this information was wrong! The rock climbing wall was closed because they didnt have the staffing, there is no open skate on Sundays due to the ice hockey league games and parents who were spectating also had to have wrist bands and I had to pay an extra fee for each one. I sent the manager an email a few days later and never received a response.

  Business Response

  Date: 07/06/2023

  Thank you so much for the feedback. On your original reservation you checked "no" to adding on skating and other add ons like rock climbing. If the request is not made at the time of reservation we are not able to fulfil it. We are so sorry about the inconvenience, please let us know if we can help in any other way.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20242598
  
  I am rejecting this response because there was no place for me to check any box. I placed my reservation via phone. The employee who took my reservation said all the listed activities would be available for my party and none of them were available.
  
  Sincerely,
  
  Asia ********

  Business Response

  Date: 08/01/2023

  I have attached the original receipt from Asia's party.  Please note in the upper right hand it says, Prepared by: Internet User. Which means it was booked online by the customer.  If it was booked by calling in, it would have a staff members name and the drawer they had opened that day.  Also on the receipt it has all the questions that she says we did not provide for her.  We are really sorry there was a misunderstanding about all of this. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20242598
  
  I am rejecting this response because: I have the original email receipt that I received after I provided my card number over the ***** to an employee that worked there who booked my appointment for me over the phone! Where the key questions were asked and logged in the email. It states where the employee where asked about any add on's and mentioned that if I needed to have a skate instructor that I needed to book that 2 weeks in advance and all adds on were subjected to availability in which the employee provided the list of add-ons and the times they were open. The male employee did not say that the ice skating rink was closed on Sundays due to league games and he did not say the rock climbing wall depended on staffing availability. I understand things have been very tough on business lately and that staffing/training has been a challenge however that does not give any company the right to fall short of what people pay for and not give them their money back when they fall short.  
  
  Sincerely,
  
  Asia ********