Gateway Ice Center

Initial Business Response / [redacted] (1000, 8, 2015/08/10) */ 6-August-In regards to complaint Revdex.com Case # XXXXXXXX The complainants original statement has been addressed issue by issue The response to that statement had been done in blue italicized font The Gateway ice center provide no instructions for beginnersWe do provide instruction for beginnersWe have skating lessons available at the facility as part of our programmingYou can either take group lessons or private lessons just as you would at a ski resortInformation about our lessons is posted in the facility as well as on our websiteThey don't give you a refund even when you are 100% unsatisfied with the serviceWe do not give refunds on skating admission ticketsAdmission passes (stickers) are pre-printed with the words (WARNING: Skating can be dangerousBe Safe and CourteousSICATE AT YOUR OWN RISK.) Admission passes are thermal in nature and printed with the type of admission, time, date and the words "non-refundable skating pass" printed on them as well These phrases are also posted on our website and in our facilityOn Thursday of July, my husband and I with our year old son had our first ice skating experience at gateway ice centerAs we entered we were very excited and when the guy issued our tickets for the amount of dollars he didn't mention anything about the tickets to be non refundableOnce again please refer to the notations printed on the ticket(s), posted on the website and on the signs in the facilityThere are also signs stating "Skate at your own risk" posted throughout the facilityI expressed my concerns that this is our first experience and we don't know how to skate and if they have any instructors they said they have some staff that may helpWhen we stepped on ice no one came to help they were in the center of rink so we had to figure everything out by ourselvesWe do not have one staff member for every customer who comes to the facilitySki resorts do not offer thisI know of no facility who offers this to the general publicWe do have private instructors and group lessons available if one wishes to make reservations through our USFS sanctioned ice skating schoolI fell instantly and bumped my head so bad that I started cryingThe use of the adverb "instantly" is falseThe admission tickets for this customer were purchased at 3:07pm and the accident report was filled out at 3:45pmThis means the customers were in the facility for over minutesA lady came to me and ask if I am okI was in sever pain but I said I think I will be okI was so worried about my son and so upset that why they don't provide any helmets or advise us to have one, that I asked my son and husband to leave the ice instantlyFinally one of the staff came up to me with a bag filled with ice and asked if I am okI said I have a terrible headache and I want to leaveWe were on ice only for 2-minutes so I was expecting a full refound but they said they don't provide any refound and I skate at my own riskAgain it is posted on our admission stickers, in the facility and on our website about skating at your own riskAnd I again refer to the time stamped sticker as to the actual duration of time (over minutes) at the facility; far greater than 2-minutesI asked them then why you don't offer helmets and they said you should have brought one if you wantedWe do not offer helmetsIt is not stated anywhere we offer helmetsSki resorts do not offer helmetsAs in both businesses, you are more than welcome to purchase a helmet and wear it at our facilityThen I went back to talk to the lady who witnessed what happened to me (and was the first and last person who approached me in sympathy ( I can provide her phone number)), when I was interrupted by the manager [redacted] who had chased me and asked me what are you doing back here! I paid 35$ to skate for hours but we skate less than one minute, who gives them the right to ask me what are you doing here!! think this place is not complying with the standardsThere is no bar to grab its just a very narrow edge and there was only one staff on site for people most of which were childrenThey should be more informative and have an educational video so that people like me won't feel so helpless and overwhelmed If the blatant misrepresentations to extort a refund this complaint is predicated on are not enough, this last unfounded bit of information provides a fabricated conclusion that is outright deceitful in their complaint to the Revdex.comI, [redacted] ***, the manager of Gateway Ice Center was on a backpacking trip in Yosemite (Tuesday July 28th through Friday July 31st)At the time this incident happened I was nowhere near the Gateway Ice CenterTherefore this statement saying I chased this individual is an out and out lieI certainly could not have asked this person what they are doing here eitherI am not sure what standards the facility is not in compliance with and I am not sure as to what bar they are referring toOne staff member is adequate for persons on the iceAgain we have instruction available through private instructors as well as group lessonsInformation is posted throughout the facility and I know of no ice skating facility (or ski resort) which has each and every customer watch a video before partaking in such activitiesFurthermore since the information provided in this complaint, sent to the Revdex.com and posted on various social media sites is patently and complete nonsense I consider this matter closedThis facili y will take no further action in this matterRegards, [redacted] ***, Gen ral Manager, Gateway Ice Center Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I am so overwhelmed by the word "deceitful" I talked to a young guy who claimed to be the manager on site and I asked one of the staff to write down his name for meI still have the paper with their staff hand writing on itThat young guy was the one who chased me if he was not [redacted] ***, then the guy in charge at ice centerI have a witness when he was talking to meFor classes they offer, I should say I told them I have no experience but they didn't point out any classesI believe they should recommend it to beginnersAs a dentist who knows a little about medical field I am 100% Positive that I could have had serious head injuries and posting a sign "skate at your own risk"without educating customers about the safty precautions they need to take in to consideration something as easy az wearing a helmet would not cost them anythingIn my mind they only value their own interests without valuing their customersAbout the time the accident was reported I should say it was much later than when I fellThey didn't came to me right after I fell I wasn't on rink any longer than minutes (definitely not min) About the social media, I did left a comment on yelp and I really regret why I didn't read the reviews before I came as I realized they were many similar situation to mineIf you trust in the service you offer you should not insist on your service to be non refundable !I will do my best to make sure no one specialy a minor step on that ice rink without a helmet on.be more compassionate [redacted] your customers Final Consumer Response / [redacted] (3000, 12, 2015/08/11) */ ***Document Attached [redacted] I attached the paper with their employees hand writingI forget to mention one thing regarding the time accident was reported as claimed 3:We were a family of with a minorAs I said it was our first time, the ticket was issued at 3:We stood in line to get the shoes and then we put them onmy son shoes were wrong size so I asked them to change itWe had a lot of stuff so we decided to go to the car and put some of our stuff in the trunkAs it was my first experience I didn't know how the lockers work and I also needed some change to use the lockerI went to front desk several times to realize how to put my stuff in the locker and how to change my moneyWe also had to put our warm clothes onIt took almost minutes I didn't expected their staff to teach every single person but she was not even close to help anyone if they had questionsTo be honest I tought one of their customers was the staff in charge till the end, as she was the one who came to me and said tighten up your son's shoe laces they are loose and he might get his ankle twistedAnd she was the one who first came to me when I fell I have her phone number and I can provide it as I said before When I fell they didn't even have a pack of iceTheir staff brought me some ice from a vending machine in a ripped plastic bag that was dripping all over meYour staff attitude is not goodI've been to so many places before and I never ever had such terrible experience regarding the costomer serviveI even called their office and left my number but they didn't return my call costomer serviveEnglish is not my first language

Initial Business Response /* (1000, 8, 2015/08/10) */
6-August-2015 In regards to complaint Revdex.com Case # XXXXXXXX The complainants original statement has been addressed issue by issue The response to that statement had been done in blue italicized font.
The Gateway ice center provide no...

instructions for beginners. We do provide instruction for beginners. We have skating lessons available at the facility as part of our programming. You can either take group lessons or private lessons just as you would at a ski resort. Information about our lessons is posted in the facility as well as on our website. They don't give you a refund even when you are 100% unsatisfied with the service. We do not give refunds on skating admission tickets. Admission passes (stickers) are pre-printed with the words (WARNING: Skating can be dangerous. Be Safe and Courteous. SICATE AT YOUR OWN RISK.) Admission passes are thermal in nature and printed with the type of admission, time, date and the words "non-refundable skating pass" printed on them as well These phrases are also posted on our website and in our facility. On Thursday 28 of July, my husband and I with our 6 year old son had our first ice skating experience at gateway ice center. As we entered we were very excited and when the guy issued our tickets for the amount of 35 dollars he didn't mention anything about the tickets to be non refundable. Once again please refer to the notations printed on the ticket(s), posted on the website and on the signs in the facility. There are also signs stating "Skate at your own risk" posted throughout the facility. I expressed my concerns that this is our first experience and we don't know how to skate and if they have any instructors they said they have some staff that may help. When we stepped on ice no one came to help they were in the center of rink so we had to figure everything out by ourselves. We do not have one staff member for every customer who comes to the facility. Ski resorts do not offer this. I know of no facility who offers this to the general public. We do have private
instructors and group lessons available if one wishes to make reservations through our USFS sanctioned ice skating school. I fell instantly and bumped my head so bad that I started crying. The use of the adverb "instantly" is false. The admission tickets for this customer were purchased at 3:07pm and the accident report was filled out at 3:45pm. This means the customers were in the facility for over 30 minutes. A lady came to me and ask if I am ok. I was in sever pain but I said I think I will be ok. I was so worried about my son and so upset that why they don't provide any helmets or advise us to have one, that I asked my son and husband to leave the ice instantly. Finally one of the staff came up to me with a bag filled with ice and asked if I am ok. I said I have a terrible headache and I want to leave. We were on ice only for 2-3 minutes so I was expecting a full refound but they said they don't provide any refound and I skate at my own risk. Again it is posted on our admission stickers, in the facility and on our website about skating at your own risk. And I again refer to the time stamped sticker as to the actual duration of time (over 30 minutes) at the facility; far greater than 2-3 minutes. I asked them then why you don't offer helmets and they said you should have brought one if you wanted. We do not offer helmets. It is not stated anywhere we offer helmets. Ski resorts do not offer helmets. As in both businesses, you are more than welcome to purchase a helmet and wear it at our facility. Then I went back to talk to the lady who witnessed what happened to me (and was the first and last person who approached me in sympathy ( I can provide her phone number)), when I was interrupted by the manager [redacted] who had chased me and asked me what are you doing back here! I paid 35$ to skate for 3 hours but we skate less than one minute, who gives them the right to ask me what are you doing here!! think this place is not complying with the standards. There is no bar to grab its just a very narrow edge and there was only one staff on site for 20 people most of which were children. They should be more informative and have an educational video so that people like me won't feel so helpless and overwhelmed If the blatant misrepresentations to extort a refund this complaint is predicated on are not enough, this last unfounded bit of information provides a fabricated conclusion that is outright deceitful in their complaint to the Revdex.com. I, [redacted], the manager of Gateway Ice Center was on a backpacking trip in Yosemite (Tuesday July 28th through Friday July 31st). At the time this incident happened I was nowhere near the Gateway Ice Center. Therefore this statement saying I chased this individual
is an out and out lie. I certainly could not have asked this person what they are doing here either. I am not sure what standards the facility is not in compliance with and I am not sure as to what bar they are referring to. One staff member is adequate for 20 persons on the ice. Again we have instruction available through private instructors as well as group lessons. Information is posted throughout the facility and I know of no ice skating facility (or ski resort) which has each and every customer watch a video before partaking in such activities. Furthermore since the information provided in this complaint, sent to the Revdex.com and posted on various social media sites is patently false and complete nonsense I consider this matter closed. This facili y will take no further action in this matter. Regards,
[redacted], Gen ral Manager, Gateway Ice Center.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I am so overwhelmed by the word "deceitful" I talked to a young guy who claimed to be the manager on site and I asked one of the staff to write down his name for me. I still have the paper with their staff hand writing on it. That young guy was the one who chased me if he was not [redacted], then the guy in charge at ice center. I have a witness when he was talking to me. For classes they offer, I should say I told them I have no experience but they didn't point out any classes. I believe they should recommend it to beginners. As a dentist who knows a little about medical field I am 100% Positive that I could have had serious head injuries and posting a sign "skate at your own risk"without educating customers about the safty precautions they need to take in to consideration something as easy az wearing a helmet would not cost them anything. In my mind they only value their own interests without valuing their customers. About the time the accident was reported I should say it was much later than when I fell. They didn't came to me right after I fell I wasn't on rink any longer than 5 minutes (definitely not 30 min).
About the social media, I did left a comment on yelp and I really regret why I didn't read the reviews before I came as I realized they were many similar situation to mine. If you trust in the service you offer you should not insist on your service to be non refundable !I will do my best to make sure no one specialy a minor step on that ice rink without a helmet on.be more compassionate [redacted] your customers.
Final Consumer Response /* (3000, 12, 2015/08/11) */
[redacted]Document Attached[redacted]
I attached the paper with their employees hand writing. I forget to mention one thing regarding the time accident was reported as claimed 3:45. We were a family of 3 with a minor. As I said it was our first time, the ticket was issued at 3:5. We stood in line to get the shoes and then we put them on. my son shoes were wrong size so I asked them to change it. We had a lot of stuff so we decided to go to the car and put some of our stuff in the trunk. As it was my first experience I didn't know how the lockers work and I also needed some change to use the locker. I went to front desk several times to realize how to put my stuff in the locker and how to change my money. We also had to put our warm clothes on. It took almost 30 minutes.
I didn't expected their staff to teach every single person but she was not even close to help anyone if they had questions. To be honest I tought one of their customers was the staff in charge till the end, as she was the one who came to me and said tighten up your son's shoe laces they are loose and he might get his ankle twisted. And she was the one who first came to me when I fell.
I have her phone number and I can provide it as I said before.
When I fell they didn't even have a pack of ice. Their staff brought me some ice from a vending machine in a ripped plastic bag that was dripping all over me. Your staff attitude is not good. I've been to so many places before and I never ever had such terrible experience regarding the costomer servive. I even called their office and left my number but they didn't return my call.
costomer servive. English is not my first language