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:03/12/2025

  Type:Customer Service 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.

  see Attached document

  Business Response

  Date: 03/19/2025

  Thank you for submitting information as it pertains to a refund inquire. 
  Unfortunately, in searching our records for the customer indicated, we do not have any internal communication in our system and the supporting documents which you indicated were attached, do not exist in your communication (via mail or the system.) Our system shows the last purchase made by the customer to be for a discount school event, for a total of $19.00, held during November of 2024. 

  The customer is encouraged to reach out to our facility directly via email at ********************************************************* 

  Customer Answer

  Date: 03/19/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  They say they have no history of us purchasing anything in their system. That is a bold face lie. We have pictures of us being there that night and credit card records. They can check under my husbands name- ***** *******. That is what the purchase would be under. I am very dissatisfied with this. I want my refund.
  Regards,
  
  ***** And ****** *******

  Business Response

  Date: 04/07/2025

  Hi Ashlee, 

  Thank you for providing additional information to assist us in researching additional information as it pertains to your visit here at Rev'd Up Fun. Our goal is to always provide an exceptional experience for our guests and if there is ever something that does not meet or exceed those expectations, to provide a solution and options for the guest to ensure that there is resolution. On the evening of February 28, 2025, out of the control of Rev'd Up Fun, a drain issue occurred due to a foreign object being placed into the system. We always feel an obligation to be as transparent as possible and greatly appreciated the understanding that most of our guests showed our team as the facilities team worked to find quick resolution. In keeping safety a top priority, alternate accommodations were made for lavatory facilities at an adjacent location and all food and beverage services were stopped in accordance with local health code. Unfortunately, although it was believed that we would have the facility back in full operation in a quick time frame, the obstruction was not able to be resolved immediately. Our team on site worked to communicate with all of our guests and provide clear information about what had occurred, refunded any orders that had been taken prior to the incident from our food and beverage team (including one from your group) and since there were no negative implications to any of the arcade games, systems or attractions, gave guests in the facility the option to continue playing and making memories, or a refund would be issued to them if they desired to leave and come back on another day. This gave guests control over deciding what was best for them and allowed for us to manage ensuring they were cared for, the right way, in the timeliest manner possible. 
  We're sorry that your experience was compromised by the actions of other individuals, however; after speaking with the team members, it is of the opinion that ample effort was made at the time of your visit to place options into your control and that you chose to stay at the facility and use the items that you purchased instead of accepting the available refund. Due to the consumption of goods and services (arcade and attractions which were not impacted), in addition to other information shared with our team, we feel that a refund is unwarranted.