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:02/16/2025

  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.

  ??? ???????????? ??????? ??? ????????? ? ???????????:Today at Extreme Ice Center (************, **************), an unpleasant situation occurred, leaving a very negative impression.I visited the rink with my children and brought store-bought pizza and snacks, as I was unable to purchase food from the restaurant inside the facility. After some time, a front desk employee approached me in a rude and demeaning manner, demanding that I immediately remove the food from the table. To avoid conflict, I complied and placed the food in my bag. However, shortly after, the same employee returned and insisted that I remove my bag from the rink, which I also did.Later, another front desk employee approached me once again regarding the food. I explained that only an empty pizza box remained on the table since my children had already eaten. Nevertheless, I was still ordered to take the empty box outside of Extreme Ice Center.Throughout the entire interaction, the staff members were extremely disrespectful and unprofessional. They showed no understanding or consideration, despite the fact that I could not leave my minor children unattended. Their behavior was aggressive and unwelcoming, which is entirely unacceptable in a customer service environment.Such treatment of visitors is inappropriate and contradicts the fundamental principles of respect and customer service. Measures should be taken to address this situation, ensure proper staff conduct, and review communication standards with guests.P.S. I have attached a photo of the workers involved in the incident.

  Business Response

  Date: 03/07/2025

  Thank you for reaching out regarding this matter. We take all customer concerns seriously and appreciate the opportunity to address them.

   

  Extreme Ice Center has a strict no outside food and beverage policy, which is clearly posted at our facility and on our website. This policy is in place to maintain cleanliness, ensure compliance with health regulations, and support the operations of our on-site restaurant.

   

  After receiving this complaint, we reached out to Mr. ******** directly to better understand his concerns, particularly regarding his claim that he was unable to purchase food from our restaurant. During our conversation, he admitted that he did not attempt to purchase food before bringing in outside items.

   

  Additionally, our staff asked Mr. ******** three separate times to take the food outside in accordance with our policy. Each request was made professionally and with the expectation that all guests follow facility rules. While we understand this may have been frustrating, our team was simply enforcing a longstanding policy that applies to all visitors.

   

  We remain committed to providing a welcoming environment and have reviewed this interaction to ensure our policies were communicated respectfully. Please let us know how we can best proceed in resolving this matter.

  Customer Answer

  Date: 03/07/2025

   
  I am rejecting this response because:
  
  

  Business Response

  Date: 03/08/2025

  Thank you for your response. However, it is important to make it clear that the customers claim is entirely unfounded. The public session admission fee (20$) , as stated, has never in 20 years of business been tied to any food or beverage cost, nor has it ever been implied to include such. Our strict no outside food or beverage policy has been in place since opening in 2006, and both the full-service coffee/snack bar and the bar and grill were open and available at the time of the incident, with all food and beverages being purchased directly through the Extreme Ice Center.
  This is a case of a dissatisfied customer misunderstanding our established policies, and unfortunately, it appears that no matter the explanation, they will remain displeased. We take pride in our business's long-standing success and the high attendance rates for our birthday parties and public skating sessions. In the future, we strongly recommend that any guests review our policies beforehand, which are clearly posted on our front doors and communicated at the time of entry.
  We have addressed the situation in good faith, and we stand by the clarity and fairness of our practices.

  Customer Answer

  Date: 03/08/2025

   
  I am rejecting this response because:
  Dear BBB team,
  I would like to address an incident that occurred recently, as I found the treatment I received to be unreasonably rude and disrespectful. My concern is not about bringing food, but rather about the manner in which I was treated. Every person deserves to be spoken to with courtesy and respect, and unfortunately, the approach taken towards me was unnecessarily aggressive.
  I believe that any concerns could have been communicated in a professional and polite manner, rather than with hostility. Moreover, I have observed that other individualscoaches, children, and othersregularly bring in food without issue, which raises questions about the inconsistency in the way policies are enforced. I would appreciate clarification on this matter.
  More importantly, I hope to receive assurances that such behavior will not be repeated in the future. A welcoming and respectful atmosphere benefits everyone, and I trust that this matter will be taken seriously.
  I look forward to your response and to a resolution that ensures fair and courteous treatment for all.
  
  
  Best regards,
  ***** ********.