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Business Profile

Recreation Center

Mckendree Metro Rec Plex

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation Center.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:12/12/2024

    Type:Product 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 loved using the *** Rec Plex while we lived there and staff was always helpful and Friendly.Since were a military family and have moved out of state 2 YEARS ago, we've cancelled our membership 3 times (once in person, twice telephone) now, yet they continued to charge our card. Since they have no physical record of cancellation, its our fault and should have paid better attention. They refused to refund or almost $3000 to our account or even discuss a comprise.Current management does not honor past long term customers loyalty or hold their employees accountable for customer interactions. Get/keep Copies and record all transactions with employees. Otherwise theyll tell you youre just making it up.We had to report as fraud and put a block on our card to keep Metro ************ recurring charges. Even though the manager said I deleted your account.this time. Wasnt true the first 2 times and they wont even consider any sort of compensation.AVOID recurring membership and get everything in writing..

  • Initial Complaint

    Date:10/02/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    McKendree metroplex claims to be a “state of the art” facility with 2 NHL sized ice rinks. our youth hockey club as well as the surround high schools have been let down, with cancelled practices, cancelled games due to their inability to maintain their facility. The owner has not done anything to attempt to improve the conditions. The bathrooms are unsanitary, trash is never emptied. The ice rinks are not functional.

    Business Response

    Date: 10/18/2022

    We have reached out to this customer to give more insight into the issues surrounding the ice rink maintenance complaint.  We completely understand the frustration regarding the ice cancellations. 

    Unfortunately the core of the problem comes from various supply chain issues and contractor complications.

    The compressor that was ordered in March 2022 did not arrive until late August 2022 which is right at the timeframe we need to build the main rink for the upcoming hockey season. 

    During the installation of the new compressor the CIMCO installation team ran into complications and we ended up losing the ice on the Junior Rink instead of having the full capacity to rebuild the main rink & maintain the Jr rink simultaneously. 

    After more than two weeks the installation of the compressor was completed, and we were able to have the main ice rink up mid- September.  We have been working with Cimco & expanding our team to continue monitoring & maintaining the ice quality on both rinks.

    Both ice rinks are now in service and functioning to serve the youth & university level teams.

     We understand the users' frustrations. 

Mckendree Metro Rec Plex is NOT a BBB Accredited Business.

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