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I am writing in response to case number 12305714 on behalf of Cheap Skate.I personally spoke with Ms.[redacted] the week of July 23rd. She explained her time here and how she washaving difficulty finding the right rental pair to wear. Her statement on the skates being in disrepair andcompletely torn...

apart is possible but unlikely. Because of liability concerns, our skate and in-line(Rollerblade) fleet are closely maintained with repair and inspection logs updated weekly.She did ask the attendant at the skate counter to exchange for other skates at least eight to ten timesdifferent times. Which alone is very unusual. The attendant even left her station to bring her the rentals towhere she was seated and offered assistance to put them on. Her claim of poor service from the staff issimply false. The attendant noticed that Ms. [redacted] never made onto the skating floor but continued topractice on the carpet. The attendant felt that Ms. [redacted] was very inexperienced, but noticed that shecontinued to practice for close to 2 ½ hours on the carpeting next to the skating floor..15 minutes before we closed for the day, Ms. [redacted] returned the rental skates to the counter andproceeded to the cashier’s office asking for a full refund. From time to time, we do have customers thatask for a refunds on the admission and rental charge, but almost all of those requests are typically donewithin a reasonable amount of time. Usually within the first 15-20 minutes of arrival. Both the cashier andmanager on duty felt that a full refund after 2 ½ - 3 hour stay was unreasonable. In lieu of a cash refundwe will also offer free admission passes for the customer's next visit. This was offered to Ms. [redacted] dueto her time here, but she refused. She left that day telling the cashier and the manager on duty that shewould speak to the “main manager” during the week, thus leading to her phone call with me.She told me how unsatisfied she was with the condition of the rentals. At this point, she told me that whenshe returned the rentals back to attendant, she noticed that she had two different style skates, and thiswas the main reason asking for a full refund. I proceeded to explain how a full refund was not justifiableconsidering she spent almost half a day skating at the facility. I did empathize with her on the two differentskates, but also told her that in no way would that affect her ability to skate. The skates are made by thesame manufacturer, using the same form of boot. The only difference is one skate laces two incheshigher than the other. That difference alone would be instantly noticeable when putting the skate on, butshe didn’t notice it until afterwards. Because of this, I offered her a cash refund of the cost of the rentalskates which is $3.21 and several free admission tickets. She accepted the cash refund of $3.21 (sent theweek of July 31st via US Mail) but refused the free admission tickets. I told her this was the onlyresolution she was going to receive, and she began to become belligerent. She asked for the owner’snumber in which I gave to here. Our corporate office is off-site.She did speak with the owner, Mr. [redacted], who offered the same resolution as the manager on duty and Idid, but she once again refused. She then proceeded to ask Mr. [redacted] in a threatening tone, “if he wassure if didn’t want to think about his decision” which at that point ended the conversation entirely.In closing. while it’s disappointing to me that she was unsatisfied with her visit to us, I believe we offered amore than fair resolution that she simply refused. She did receive $3.21 of her $10.70 back. So hercomplaint to you is inaccurate. From our perspective, she used service we provided for a number ofhours. We did refund her the cost of the rentals, and offered several admission passes that would morethan double the value she paid on July 23rd.I would be more than happy to discuss this further with you or answer any possible questions you mayhave. You can reach me at the rink at ###-###-####.Regards,Ed [redacted]Operator, Cheap Skate

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