Epic 6 Laser Tag and Sports Arena

Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: *** *** - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@epic6fun.com
This issue was resolved PRIOR to the customer filing their complaintThe customer was mistakenly charged the full price of a
birthday party at the time of booking instead of a $depositThe manager mistakenly charged $at 4:03pm on 9/10/15, realized they had hit the wrong key on the register and VOIDED the transaction at 4:pm on the same dayThe manager then ran the CORRECT amount for the $deposit
Customer called at 10:00am on 9/11/and called our manager a thief and a liar before we could even tell them that the incorrect $had been reversed and was credited back to their accountShe was so rude that she had the manager in tearsIt was at that point that I picked up the phone and took over the caseThe customer continued their rude, belligerent behavior and proceeded to call ME a thief as wellI told her I would look into it and get to the bottom of what was going onShe then told me that "YOU won't look into it! You'll fix it NOW!" and "You have the worst customer service I have ever seen"This is all within the first minute of me being made aware that there was even a problemI proceeded to contact our credit card processor, who tracked and verified that the credit for $was in the system and had been processedThey even went as far as to contact the bank that issued the customer's credit card and THEY verified that the credit was in the systemThey showed the $charge and the $credit both coming throughAbout an hour later, the husband called to say they wanted to cancel the party altogether and would also like the $deposit refundedI told him that I would take care of it and I personally ran the refund at 12:30pm on 9/11/The bottom line is that we DID charge the wrong amount initially, but it was corrected immediatelyI have the receipts documenting all four transactions ($charge, $Charge, $credit and a $credit)All of which were processed on either 9/or 9/11, well before this complaint was filed
This is an unnecessary and frivolous claimThe customer blames us for ruining their child's birthday party when it was HER decision to cancel the partyA mistake was made, we corrected the mistake within minutes, I apologized for the mix up, yet the only feedback we could get from the customer was name calling and threats to contact your agency