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:05/25/2024

  Type:Service or Repair 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.

  We went to apex entertainment in ***********. It was our first time there. We ordered drinks and an appetizer. They gave us fried pickles and we ordered mozzarella sticks. We were waiting awhile. Our daughter was hungry. I asked for a manager and she came over told us the mistake. Will comp the food off on your bill. we will give you game cards. We ordered pizza, steak and cheese with onions rings. The onion rings were cold when I got them with my sandwich, and The sandwich was hot. The manager came over and said will get you new onion rings. At the end we were waiting for our bill. I was off with my daughter. Her father went over because he got the wrong bill. They basically was kicking him out for trying to pay the bill. He finally got the correct bill. Nothing was comped nor did we receive our game cards. After he paid the bill I went back in to talk with the manager, and she was like your bill is correct. She also mentioned because I touched my first onion rings. Yes I did touch them because it is what ordered. Thats how I know the onion rings were cold. What I want the company do to resolve the issue is a full refund and card games like they promised.

  

  Business Response

  Date: 05/28/2024

  ****** accidentally placed the wrong appetizer order for guest. The guest received fried pickle instead of mozzarella sticks. We told the guest that we would comp her pickles off the bill and they are more than welcome to comsume the pickles on us. Mozzarella sticks were delivered shortly afterwards. Guests received their meals and the guest got "cold" onion rings and we brought out a new order. Manager checked in twice and they said everything was great. Wrong check got accidentaly dropped on their table and husband proceeded to walk behind the bar to ask for correct bill. Manager told guest that we will give them the correct copy but they cannot be behind the bar area. ***** complained that they did not get bill comped. Food was consumed and the food that wasnt was put in to go containers that they took with them. Guest called again on Monday may 27th to complain. My AGM gave her a full refund in the amount of $70.

  Customer Answer

  Date: 05/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:02/14/2023

  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.

  On Saturday, February 11th, 2023, I was pulled off ***************** and embarrassed in front of the entire complex. Apex's staff member believed that I had to much to drink and demanded that I take a breathalyzer in order to race. The issue, however, was that Apex's bartender served me at 7:49pm (the time that I am on camera entering the establishment) and the race began at 8pm. The bar tab consisted of 3 highnoon's(2 of which were distributed to other group members, as captured on camera and personal snap chat videos)and a water.My questions to apex: did you serve a customer that you believed was intoxicated? Why was I allowed to get behind the wheel of the cart - given helmet, hair cover, etc.?What changed in my behavior given the 10 minutes that lapsed between serving and race time?Why is there no channel for consumers to file complaints (I was given a sticky note pad, and the security guard stated on recording "I've never seen that one before")? Why did the ** ignore my email and phone calls?Why was I not treated the same as others in my group or in the same race heat? After the race, one manager, ****, asked me to leave the establishment after speaking with the **, ********************* - what was the reason for kicking me out? Strange, when your head of security is recorded saying "no one knows what's going on at this place." If I was part of a group engaging in like-kind behavior (recorded on camera), why were all of the others allowed to race, were the proper safety protocols followed as stipulated in SOPs? Hopefully you have video proof of my behavior being different, pre-race as stated by Apex staff. For the groups benefit, I honored Apex's request and exited the track, but on second thought I feel entrapped. Racing was conditional on taking a breathalyzer after being served by Apex 10 minutes prior-apex discarded the alcohol that was not drank, as result, requesting refund of attached tab. A full training audit should be conducted on the employees and ** of Apex.

  

  Business Response

  Date: 02/15/2023

  The guest was intoxicated and rudely speaking to entire team. His inappropriate behavior in the building was why he was asked to leave. I have attached the incident report to this email of the incident. The police department was contacted but arrived after the guest had left. I will issue the guest a refund for his high noons 

  Customer Answer

  Date: 02/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  That is false but thank you for the refund.

  If I was intoxicated, then you shouldnt have served me at the bar and then demanded me to take a breathalyzer in order to race. It is not acceptable to serve people you believe are intoxicated - if the bartender who is trained to spot this didnt believe I was intoxicated - we trust you all have video proof of my behavior changing pre-race. If your staff was trained properly, I wouldnt of had to wait 35 min in your establishment, post race only to be given a sticky note to document a complaint. Lastly, will you be answering the other questions asked or should we go thru a different channel for that? 

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On Friday 10/21/22. My son had his 12 turning 13 birthday party. We have had parties there in the past, and come to the facility often w the kids. Me and 5 other supervising parents were watching our kids bowl and have a good time when some ***** (name unknown) came over yelling and threatening my son and his friends. I asked the gentleman not to yell at the kids that the parents were right here. He became attitudish towards us and I tried to explain its a kids party, and was ignored while he yelled at a mother who said to another mom they didn't do anything wrong. At this point I asked the ***** to stop yelling at my guests and the kids. That I paid around $600 for this party and this behavior is not what I paid for. The ***** then and had 3 security guards post up w mean faces by the bowling lane to try and scare 12 yr kids. When I asked them y they were doing this? And told them it's a kids party they r not doing anything wrong and that they r scaring the kids. I think he was the lead security guy there he had a black eye like he had been in a fight and was blatantly trying to scare children who were there for a birthday party. The younger security gaurd tried to escalate a problem w a mother. They were treating the party unprofessionally, and trying to intimadate 12 yr children. I called on Monday to speak to a manager I got ***** who organized the party for my son. I explained my grievance and told her I wanted a refund. She said ok I'll call u back. She called back and said no refund and corporate said I can't talk to u. I asked her who I can talk to in corporate to get some answers. ***** told me I can't talk to corporate and that she won't give me a name or their phone #. Then hung up. (CALLS ARE RECORDED).I want to be refunded. I want security retrained on appropriate ways to deal w patrons MINORS and adults. And I would like to know that something like this won't happen again.

  

  Business Response

  Date: 11/10/2022

  The guest in question was arguing with other guests and was noticeable intoxicated. We had to ask the guest on multiple occassions to stop using vulgar language in front of children. Our security team approached the guest and was verbally berated. We had to call ***************************** to help ****** the getleman out of our building. Enclosed is our recap from the event that day. This was written by our events manager. The group has been banned from booking any future events at Apex Entertainment

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******