Complaints

This profile includes complaints for Rollhouse Entertainment's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rollhouse Entertainment

  33185 Bainbridge Rd. Solon, OH 44139

• 

  Rollhouse Entertainment

  7300 Palisades Pkwy. Mentor, OH 44060

• 

  Rollhouse Entertainment

  12859 Brookpark Rd. Parma, OH 44130

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:04/10/2025

  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.

  I bowl in a league in this bowling alley and their alley put a big gash in my ball. They stated that they would replace my ball. They had my ball for over a month and never ordered me a new ball. I took my ball back from them and now I'm filing a complaint.

  Business Response

  Date: 05/07/2025

  Hello,

  
  

  I have been in touch with Sharron ****** several time and told her to call the pro shop at the center.  They have not heard from her.  I do not know how to make her solve her own problems.  We do not own the pro shop, but he has been waiting for her for weeks.  His name is Phil ****** and can be reached at ************ or she can call the center at ************.  Either way will work.

  
  

  This has been communicated to her several times.  I have left multiple voice mails.  

  Glenn E. *****
  Chief Executive Officer

  
  RollHouse Entertainment
  Escapology Mentor
  Escapology Solon

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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.

  This was the worst service ever!!!
  
  We have always been a loyal customers and loved to go bowling at Rollhouse entertainment, Solon location. After yesterday’s incident we will never go there again.
  First of all RUDE Managers, Maria and Mika!!!
  I have planned my daughter’s birthday for 03/23/25. I will try to make the story short. We had two cakes which had edible glitter on them. The glitter was given to me by the lady who made the cake. When my daughter blew out the candles the glitter from the cake spread all around the party area. I didn’t expect this to happen and I apologized about that. Maria who is the party planner at Rollhouse made us feel like we committed a crime. She said, that all the cakes and sweets to be immediately removed out from the building. All the kids who were invited got really stressed not knowing what was wrong and why they didn’t even get a chance to try the cake. She acted really disrespectful and rude, moreover she called Mika , who is also a manager and they decided to apply an additional fee in the amount of $500, towards our bill, which is double of the amount we were supposed to pay for the party. This is ridiculous, I have no words to explain how terrible that was and I have never heard of a fine of $500 for some edible glitter. I was trying to be nice and kept apologizing for any inconvenience but they treated us like we committed a crime, with no respect, and rudeness. Moreover Mika P. was trying to hold her smile while I was trying to come to an agreement with them and she was looking from up down to me. She was giving me an attitude. This is not how a manager treats their customers.
  I also have to mention that the chicken tenders and french fries were so burned, no body could eat that.
  They ended up charging us $1,019.75 for a birthday party.
  That was the most awful experience ever.
  
  Hopefully someone will hear my message.

  Business Response

  Date: 03/24/2025

  We have perfect video of what this group did to our 8 lane bowling suite.  They let little girls blow edible glitter off their hands onto a cake indoors creating such a huge mess, here are the results;

  1.  The party to the right of them had glitter, blown on by little girls, all over their food, presents and cake.  They demanded a complete refund which we had to oblige in the amount of $350. 

  2.  Party to the left of them demanded a 1/2 refund for the same reasons.

  3.  After they left we had to close the entire 8 lane suite and spring clean it for 1.5 hours with four people.  We removed about 50% of the glitter.

  4.  We had to clean the lanes, the back of the pinsetters and the entire ball return of glitter.

  5.  Today, on Monday we were still cleaning the glitter and even found it in our kitchen.

  6. It is clearly stated in our terms and conditions that glitter in not allowed

  It was obvious it was neglectful by the parents to allow this to happen anywhere indoors.  The video captures the girls blowing glitter for such a long period of time, it was hard to see through the glitter in the video.  Happy to share a Google Drive link of video if so interested.  When confronted they made quite a scene.  They did not feel sorry at all for ruining other kids parties, causing us to shut down the 8 lanes, and nearly causing a panic in the whole center.  My cell is ************ if they wish to talk to me.  We have this perfectly documented and it expicitly states in contract's terms and conditions that no glitter is allowed, and they brought in a massive amount.  When my COO called me I could not even believe what I was hearing, so I drove up to the center.  It was way worse than what they described to me and we will be finding glitter for the next few months.

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I expected a reaction from the owner of the Rollhouse. The lady who gave an answer here is exactly the one who treated us, as we committed a crime and I already spoke to her yesterday. I was trying to be nice, apologized for everything and tried to come to an agreement in a respectful manner. Instead she gave me an attitude by looking at me from upside down, intimidating us and making us guilty of everything what happened.

  Moreover they applied us a $500 fee additional charge. Nowhere in the contract it says that the fee must be $500.

  The panic and the scene was from their side when they stated that everything must be removed immediately, they panicked as there was a chemical spread around and decided that we should be charged $1,000 total.

  First of all, that was edible glitter and it was on the cake , I did not see any girls blowing glitter from their hands into the cake, as you stated. I also have a video which can prove that the glitter was on the cake and it spread around at the time when the candles were blown.

  I apologized from both parties on the left and on the right for any inconvenience, since it was not expected for the glitter to be spread around like that.

  How can you say that the girls blew glitter on purpose from their hands to the party on the right side, their cake, food and presents, when they did not even have a cake or presents. The party was organized for kids with Tourette syndrome, per what the family told me. Unfortunately nobody showed up there was only a single child and their pizza was not opened, I saw about 4 boxes. 

  The glitter was spread from the cake after the candles were blown. How can you say that the girls were blowing glitter from their hands for such a long period of time, when you made us remove everything immediately out of the building. The girls did not even have a chance to try the cake after they sang ,, Happy Birthday “.

  Unfortunately, with such a rude and disrespectful attitude from the Manager and the way they treat their customers, will leave them with no people desire to go to this place again.

  Overall, I have never had such a bad experience anywhere. We are all human beings, things happen but being treated in a such way and being blamed and punished for such things, I have never seen before.

   

   

  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:12/29/2024

  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.

  Well it all started when j had questions on the games that you play...the girl would not come from the register and help me. They need to explain the process of the place...we have never been here before. They stuck us on lane 21 and the game we played was not working right. I had to go to the desk about 9 times with improper working order. We would play a frame and either the balls would not come back and that was with both sides or it would leave the pins standing for the next person to bowl. Thank the so called general manager Krist, it I think that was her name told us she would refund our money and just leave. We were there on Dec 28th at 130p. They telling a 6 year old that we have to leave because the lane not working correctly. So we were done with our 2 hours and all dresses to go and I asked for a adjustment and Maddie tells me that she added 40 more minutes on our time, not even telling us. This is ridiculous and we will never return or tell anyone to go there. I expect a call. Never ever again!! Forgot to mention the general manager has an attitude with me because she had to come down to the lane and check it out. RUDE!!!

  Business Response

  Date: 01/12/2025

  The manager Payton was there and dealt with the woman who was there.  We have reviewed the camera's and this depiction is accurate of her time there at RollHouse of Solon:

  She did not understand how bowling works, that a strike meant all the pins were gone or that you had to bowl in order. Maddy had to teach them to bowl. She came up three/four times to tell us that she needed us to come down there again to help her (you can check cameras maddy went down there 3/4 times minimum to help her), maddy offered her a refund because she was not enjoying it and she then started screaming that she still wanted to bowl, after stating she did not enjoy it. We gave her two hours of bowling because the ball return did stop twice (they then continued throwing balls instead of letting us know after ball in return damaging things) instead of only 1.5 hours. She claimed the ball return isn't working more than that but lane 22 was also bowling and said nothing was wrong with the ball return. They got three games in total.  She made three employees cry...

  Other employees have chimed in and said she was completely unreasonable.  She was even offered a refund and did not take it, not much else we could do.  She would not leave and kept on the lane for the entire time she paid for, plus 1/2 hour.  She was incredibly demanding and rude.

  Glenn *****

  CEO

  Rollhouse Entertainment

  
  

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  All I can say is WOW!!!!!  First of all, I do know how to bowl, have been on a bowling team many years.  Second of all, they said the lane was not working properly and did not know what the problem was.  Third of all, how do you tell a 6 years old that we have to leave because the lane was not working.  The so called manager was mad at me after several time having to come down to the lane and just walked away from me while i was talking to her.  I am not going to argue with such poor service.  Never return again!!!!!  We spend about $150.00 that day and this is how we are treated?!?!  The manger told me," well I will just return your money and you can leave." Rudely!!! Yes...I would love to so this  video.  
  
  
  
  
  
   

• Initial Complaint

  Date:01/22/2024

  Type:Product 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.

  Awful party booking experience. We were forced to book the conference room if we were going to have more than 10 adults with the kids party package. To "avoid crowding in the lanes" i guess this rule doesn't apply to all guest, there was a party twice the size of ours right outside the conference room doing just that "crowding the lanes" so much my guest couldn't even enter the conference room because the other party was so large and blocking the doors and walk way. Not sure why they weren’t forced to pay for the room considering their party was larger. In addition, we were put on a strict schedule to follow to have the room evacuated by 4:30 for another party that didn't show up until after 5:30. The kitchen brought our food out 15 mins late ( I put the order in on Thursday for my party on Saturday) Our guest were rudely rushed to eat, drink, cut and serve cake between 3:50pm- 4:20pm (30mins). At 4:20pm Maria along with a clean up crew with trash cans, brooms and vacuums were standing outside the door rushing us along. It made my guest very uncomfortable. We were left with boxes of uneaten pizza because we were rushed when the kitchen was behind.
  
  Charging us for the conference room was to benefit RollHouse not me or my guest.
  
  I couldn’t see my party from the conference room because you put a large party on the lanes directly in the front of the room, while my guest were off to the right side of the room where i could not see them. The room was completely pointless . I didn’t ask to use the room because we did not need it or want it. Yet, I was forced to pay $300 for the room.
  I want to be refunded $300 back to my credit card.

  Business Response

  Date: 01/24/2024

  First, in the one star Google review the guest stated they would be reaching out to corporate, which in my mind was the chance to solve this without involving the Better Business Bureau or anyone else.

  The party was contracted for 10 children and around 20 adults.  Because of the space in the Bowler's area 20 adults at a 10 person party does not allow us to service the party as it is too crowded, and it causes crowding to other parties and guest around the party.  It is our hard rule that more lanes have to be rented, or the party room has to be rented.  This is applied to everyone.  People push the rule from 4 adults allowed to 6 adults that we let slide.  It is not about the revenue aspect, but about the service aspect.

  The contract reads;  2:30-3:30 for Bowling, 3:30-4:00 for pizza/cake, 4:00-4:30 Game room.  The food was ready at 3:30 but the kids had gone to the game room.  This through a wrench into food delivery but we accommodated the best we could.  We did let the guest in the room until 4:45 but this meant we were prepping and cleaning around them for a 5:30 very large company event.

  The contract is until 4:30.  We cannot rent the room twice, and we have to prep in between parties.  We are sorry the customer feels slighted, and wish they would have reached out to us directly.

   

• Initial Complaint

  Date:11/13/2023

  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.

  PLEASE READ THIS ENTIRE POST BEFORE DOING BUSINESS WITH ROLLHOUSE ENTERTAINMENT IN **:
  “Hi Mr. ******,
  After the stoppage fees and the time that it took us to deal with the check theft, it has cost us far more than $50 so we will not be issuing any refund. I am sorry for the experience from the get go but we will not be putting any more effort into this and will not be responding to any further emails.” - Eddie G****, COO
  My response:
  Eddie thanks for the reply, however I feel that you are not assuming my innocence in what took place here. The tone in your reply leads me to believe that you think I had something fraudulent to do with this matter. I did not! I contracted with you to facilitate my granddaughters big "10" Birthday, you missed the mark, and upon speaking with you, you agreed to make my Granddaughter whole. I filled a police report regarding the stolen check, and offered to assist you in any way that I could. Since that conversation with you, my Granddaughter has been waiting patiently to give you time to conduct your investigation. In the interim, I was passed off to Finance, who apparently ignored my request, and upon contacting them again today, I receive what is a very accusatory "Go Away", "You're not getting us for anything else" response from you. When you and I spoke back in May the conversation was very understanding on your behalf, however your response to me just now is the most disappointing thing that transpired during this whole Fiasco. Sir, I can assure you that I being a 60-year-old law abiding citizen, do not have the time or desire for nonsense. You neglected to provide the Laser Tag, the main reason my Granddaughter selected your venue, and you promised that you would make that up to her, and now due to circumstances out of our control you are accusing us for this whole ordeal? REALLY? You have offended me Sir and I will be spreading this review as far as I can where RollHouse does business. Humbly submitted,

  Business Response

  Date: 11/27/2023

  As it turns out this guy made so much noise on social media my Son refunded his money.   He Yelped under three aliases, google reviewed under 5 alias, and threated to contact the BBB.  I hate to think how much time and effort this guy put into $50.  I personally think he is a crook.  This all started because he made a scene about a birthday party which we later found out he got everything he wanted that day as well.  Call me if you need anything
  

  Glenn E. G****
  Chief Executive Officer

  
  RollHouse Entertainment

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  As the attached copy of my contract/confirmation show, we were charged an extra fee for the "Laser Tag" component of the party, in my absence from the actual party, the RollHouse did not fulfill this obligation or ever mention it to my Grand Daughter and her friends.  They agreed to reimburse me for this portion of the contract, as well as offer my Grand Daughter a free "Pins & Pizza" outing to make up for their error.  A check was mailed as opposed to reversing the charge on my card, the check was apparently stolen from my mailbox, I filled a police report, etc.  and upon following up with RollHouse over a period of time, I was accused (indirectly) of being in my opinion of being involved in the disposition of said check.  I was basically told to go away and I am seeking restitution for their errors in this matter.  Please let me know if you require any additional information or documentation.
  

  Warm Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 12/01/2023

  I contracted with RollHouse, ** to facilitate my Grand Daughters birthday party in May 2023.  I paid an up charge of $50.00 for the contracted package to include Laser Tag for 11 kids.  I was sick on the actual day of the party, and upon speaking with my Grand Daughter that evening, I was told that the Laser tag was not mentioned to my Wife, my Grand Daughter or anyone else in our party.

  I contacted RollHouse right away to inquire and accepted thier apology for the error, (I was also told that they were in the process of making changes to their Childress party division overall).  Rollhouse agreed to correct our issues, by #1, issuing a cash refund ($50), to cover the Laser Tag and as well to give my Grand Daughter a "Pizza & Pins" coupon to allow her to bring her friends back to RollHouse at a later date.  

  The party planner who I was working with directly felt it would be quicker to mail me a check as opposed to reversing the charges on my credit card. so I agreed.  When I called to follow u[ at a later date, I was informed that the check had been mailed and that I should have received it by the time of that communication.  At this time I filed a police report, assuming that the check had been stolen from my mailbox.

  When I reached out to RollHouse again, I was advised that the check had actually been cashed by someone other than me, and that RollHouse needed time to conduct an investigation to figure out what has transpired with said check.

  When I followed up a couple of weeks later, I was given the Finance Dept as who I need to speak with, and after contacting and not hearing from Finance after a week or so, I emailed them for status and that's when I received the response from Eddie G****, COO of RollHouse basically telling me that he/they were not going to stand behind the commitments he/they had made to me and my Grand Daughter to resolve our dissatisfaction and over charges per the contract that had been agreed upon.

  Not only that, I perceived the response from Mr. G**** as very accusatory in tone, apparently his father feels the same, as in his communication to you (BBB), he accused me of being a crook, which I am not.  I am looking for the $50.00 refund and the "Pizza & Pins" package that was agreed upon back in May of 2023.

  Warm Regards, ****** ******

   

  Business Response

  Date: 12/04/2023

  Please find the refund that was processed.  He is fully refunded, $25 more than he even asked for.

  He paid a $75 deposit online so we refunded $75 of that

  
  

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I am unaware of the $75.00 refund mentioned, Who, When, Where, How, etc.  I assume this was processed since I contacted as I never received any refund previously.
  
  
  Warm Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I bowled in a summer league where fees were paid weekly and paid extra every week to receive a new bowling ball when it was over on August 29, 2023. I never received the ball. I’ve spoken to the manager almost weekly and his response is always it’ll be here next week.

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  10/23/2022
  Paid $374.80
  I booked a reservation with the event manager Maria for the room King Pin Private Suite Lanes. I contacted Maria a few months ago regarding the reservation. I paid $100 deposit for the room and my number of guest on 10/14/2022. When I arrived at the location, I was denied access to the King Pin Private Suite Lanes and was instead given three regular lanes. I was still charged full price as if I had my event in the room. Service from the manager Payton was completely disgusting and very disrespectful against us. Payton gave the intention that they did not want us in the establishment. When I spoke with Maria I explain to her that this was a fundraiser event and that we were doing this for the community. In such a diverse neighborhood if this is how a business is going to operated this should not belong.

  Business Response

  Date: 11/03/2022

  The guest issuing the complaint was clearly told the Kingpin suite was $400/hour for him to book, but told him we could put it on the contract and if it was avail**** they could have it, not privately.  We clearly spelled out to him verbally how it all worked.  We will change our contracts to state that moving forward, but this has always been our policy without incident.  The complainant did not attend the event himself.  Total charge for the Kingpin Suite would have been $800, which is not on the contract and he was not billed. The suite is 8 lanes and normally people do not book it unless they have 40 or more people.  

  
  

  Not only did they not pay a $70 bar tab upon exiting, they also insisted on not paying sales tax and to date we have not received the tax exempt form filled out by the complainant.  The sales tax and bar tab was around $100 combined.  We decided to not pursue the $100 to not further escalate the situation.  According to our staff, a majority of the group was pleasant and friendly, however a few of the guests that attended the event were very rude and confrontational towards them. 

  
  

  We did speak to our staff and are constantly working to ensure guests are listened to and conflicts de-escalated as quickly as possible by any means necessary, but in looking at the video footage these few guests became very confrontational almost immediately.  We work closely with all our managers to make sure they meet our core values by treating everyone with respect and providing a family friendly environment, however one of the guests began projecting profanities at our very young front desk staff and with children around.  That is not the kind of behavior we expect from our guests.  We are continuing to investigate this event and how we could have solved this issue more effectively.

  
  

  We take all complaints very seriously and this is the information we gathered from the staff and other guests in the building that day.   My direct cell phone is below if you wish to contact me for anything further.

  
  

  Glenn *. G****
  Chief Executive Officer

  
  RollHouse Entertainment

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear bel
  
  This is completely false. We were instructed the day of the event that the room was $1500. All our guest paid there complete the guest that you are referring to was not apart of our event. We also were not responsible for the bar within our package. I have emails that I can forward over we have been in conversation for months. If your calls are recorded you can play them back and I was promised the room by Maria and I wouldn’t of signed the contract if there was no intent on me recovering the room. 
  
  
  
  Regards,
  
  
  
  ****** ********