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:12/22/2024

  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.

  Since Kensington Valley Ice House got bought over by black bear and is now named Biggby Ice Cube of Brighton, it has been a disgrace. They turned off the heat, claiming they are broken, but another worker told us they have no intention of turning the heat back on at all. The heat is on at various times. The rinks, lobby, locker rooms, bathrooms, etc are so cold that you can see your breath. The players (kids 5 & up) are in tears while getting dressed and undressed because of these frigid conditions. My child who had 2 pairs of gloves on, left the rink today with numb fingertips. The bathrooms in the lobby are absolutely disgusting, never clean, smells like sewage or something died in there. Our monthly ice bill included paying for heat, if there is no heat, they should be lowering our ice bill. These conditions are unbearable. Something HAS to change!

  Business Response

  Date: 01/03/2025

  The ************* Ice Cube-******** is a 25 year old facility that was purchased last Feb. by ***********************. I was a member of the previous owners management team, and was offered a job to continue in my position when the rink was sold. Under the old ownership the arena heaters were a constant point of contention and were also inoperable for some of the year last season as well. During the off season, moisture will collect in these "tube" style heaters causing them to erode and leak. When they were first turned on this year, we noticed they were leaking and had to immediately disconnect them. At no time were these heaters used during this season, due to the danger it would pose for our customers. In order to fix these heaters, all on ice programs needed to be canceled. We had to bring in a boom lift onto the ice surface, lower the protective netting, and lift over the glass to repair each heater. This is a very costly and time consuming operation. We needed to be very careful of scheduling this to ensure the least amount of ice time were canceled for our customers.  ***** *., has never received an ice bill from us or contracted any ice from our facility. There is absolutely no "Heat" charge on our bills, nor have I ever seen this on any invoice for any rink in my 40 years of experience in ice arena facilities.  Furthermore, in this time of continued price increases, despite all of our electric, gas, and all other services being increased on our end, we did not raise our contracted ice prices this season, despite our better judgement. On January 2-3 we repaired all of the faulty heaters at great expense and the arenas once again have heat.

  Customer Answer

  Date: 01/03/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *******