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:01/21/2025

  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 am a 50+ aged resident of **** and have participated in the City of Kent s sponsored Senior Skate at Kent Valley Ice Centre for years. As a taxpayer, my taxpayer dollars pay for this city sponsored session. On Friday, January 17, 2025, I was treated rudely by the owner's daughter ******* Donor who typically works that session, so I left a 1-star review with no comment on ****** Reviews. When I came to skate on Tuesday, Jan 21, ******* stopped me at the door, told me her father **** saw the review and that I was no longer allowed to skate there, in direct retaliation to my review. Further, ******* also chooses to park in the fire lane outside the building, which is not only a violation but endangers everyone in the building. As a taxpayer whose dollars pay for this session, it seems like an overstep of authority and nepotism in addition to retaliation are at play here, and I seek resolution on both matters.

  Business Response

  Date: 02/05/2025

  To Whom It May Concern,
  
  I received the referenced complaint on February 4th, 2025 and am writing to provide a response.
  
  Ms. ********* has been denied further access to our business for repeated rude and disruptive behavior, including the repeated use of profanity towards at least 3 different staff members and failure to pay for services she received at our facility.
  
  Ms. *********, who was previously known as ***** ****, has a prior history with our business.  Approximately ***** years ago, she was refusing to pay admissions to skating sessions, used profanity towards my Manager & Assistant Manager, and was asked to leave. 
  
  She recently returned to skate under a different name and we started to have similar problems with her behavior.  Upon discovering she was the same individual, I instructed my staff to ask her to leave.  ************ refused to leave, entered the building, created a scene, and directed profanity towards my staff again.  In this instance, she has also failed to pay for private lessons she received from one of our instructors.
  
  I disagree with Ms. ********** description of the events in her complaint, specifically but not limited to, her allegation this is all in retaliation for a 1-star review.  On the contrary, this is entirely in response to her history of rude and disruptive behavior, including her repeated use of profanity towards my staff. 
  
  If you would like any additional information, please feel free to contact me directly.
  
  Thank you.
  
  Lexi *****
  
  Email: *********************************************************
  
  *****************************************
  
  ******************************
  
  
  
  
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22841506
  
  I am rejecting this response because:

  I have already categorically denied these false accusations Lexi ***** has repeatedly made in writing (see attachments) in retaliation for complaints about his business, including his daughter repeatedly parking for several months in the fire zone of the building every morning that I attended the senior skate session. It wasn't until I posted a 1-star ****** review that I was no longer welcome. As the documentation shows, before he responded to this complaint, **** was aware that I have categorically denied his allegations. I can further attest that he has no direct evidence of his allegations.  I have never met him in person, he has never directly witnessed what he is accusing me of, nor does he have any credible evidence from any other source. Furthermore, his fabricated account becomes more and more embellished with each telling.

  It is the timing of his ban that makes this unequivally retaliation, and I have filed additional complaints with the Attorney General of ********************************************* and, on their suggested guidance, with the **************************************** as well. They saw enough merit in the complaint to take action.
  
  Sincerely,
  
  Dr. ***** *********, PhD