Homelink Mortgage Corporation

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Puzzle's Fun Dome Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: It is not a matter of policy at Puzzle's Fun Dome to reimburse customers for services renderedIn this particular case, the respective customer attended the facility for about hours according to the time stamped receipts provided from the customer and spent $ in multiple purchasesIt is unfortunate that this customer had an undesirable experienceAfter investigating the complaint with several staff members and management, we are confident to say that at no time during the customers visit was Puzzle's management or team members notified of any incident or injuryDue to the nature of the inherent risks involved with children at play, our staff members from time to time provide an ice bag or band-aid for incidental bumps or bruisesWith all due respect, it is a policy and it is posted that parental supervision is required for all childrenThis is for the safety and security of childrenParents know best the physical limitations of their childrenThere are elements within our establishment that may be inappropriate for two year old childrenMany arcade games, benches, stools etccould be challenging for an unsupervised two year oldIn addition, at no time during the customers visit were management or team members made aware of a problem with food and beverage ordered by the customerIn short, the food order was at the beginning of the customers hour visitHad our team members been notified of a problem we would have promptly provided a solutionIt is unfortunate that our customer had an undesirable experience during their hour party or perhaps at the end of the hour partyAs a matter of reference, the vast majority of our private parties and walk in parties last approximately hoursManagement did communicate with the customer after the visit, yet the responses that were provided did not satisfy the customerDue to the nature of the customer's inappropriate and offensive social media posts it is obvious that the customer is unhappy with our staffRegards, [redacted] Sent on: 4/5/6:16:PM

HelloPlease see the attached receipts for clarificationOur family had a party here on 02/27/It was for my year old's birthdayShe had a small get togetherIt was out first experience at this play centerWe were anticipating a positive experienceUnfortunately, this was not the case.Our year old fell in the coloring area due to older children bumping into herMy older year old and year old stood near her while I was with my other children who I had to chaperonBut I was close by and noticed many of your workers laughing about itAlso, I went to the front desk and asked for ice and was sent to the kitchenI did get ice from them but they were not concerned and never came to help my child as I askedShe was not even given a bandage for her scrapeI contacted their facebook page the same nightThe person read all of my messages and was rude and never respondedI then called and was given a rude manager by the name of [redacted] She stated that your surveillance cameras delete evidence after so many hoursSo there is no way to know my child was hurtShe also stated that she did not believe that my child was hurt nor that we paid so much at our visitI have attached copies of our receiptsI also can attach proof of my daughter getting hurt and the ice pack being applied at your centerI wanted a refund and apology for this incident and [redacted] was not very caring and acted rude and never offered any apology and said she refused to refund usShe promised to follow up with us but never didI called her back and she said to us and said she was out of the office but it was her extension #**.This was disturbing to me to experience such horrible management [redacted] is not a very friendly personShe also should never have stated that your cameras delete evidence This is a place where kids hang outThis is poor business practices and she seems to not understand that She mentioned her workers are teens and unable to assist people when hurtThis is also very disturbingI am very disappointed because how can she not apologize to us or issue a refund for a bad experience? I explained to her about the horrible workers and the pizza we were given was even under cookedNothing went well at all that nightIt was a horrible experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Your staff was told and I spoke to a teenage girl who was African American and heavy setShe was not friendly so I took it upon myself to go to the pizza stationThere was an African American male standing behind the deskI asked him for ice and waited for a managerNo manager arrived so I went back to my daughterA Caucasian woman who was a customer assisted me with my child as she was an ex EMTThen my husband applied the ice as picturedMy complaint is my child did not get to play so we want our admission for her backThis is a fair resolutionI do not understand why no body ever apologized Nd why your assistant director never returned our calls and lied to usWe deserve to be treated fairly and apologized toWe also deserve a refund because we are valuable customers and we are being treated unfairly.
Regards,
*** *** ***

Business Response to a Complaint Complaint ID#: *** Company Name: puzzles fun dome Company Contact: *** *** Company Phone: *** Company Email: *** Person Who Sent the Complaint: *** *** *** Staff Member: Response: We have reviewed the additional information provided by the customerOur position remains unchanged from our initial responseSent on: 4/25/1:43:PM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Puzzle's Fun Dome Company Contact: [redacted] Company Phone: 5[redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: It is not a matter of policy at Puzzle's Fun Dome to reimburse customers for services rendered. In this particular case, the respective customer attended the facility for about 2.5 hours according to the time stamped receipts provided from the customer and spent $ 89.54 in multiple purchases. It is unfortunate that this customer had an undesirable experience. After investigating the complaint with several staff members and management, we are confident to say that at no time during the customers visit was Puzzle's management or team members notified of any incident or injury. Due to the nature of the inherent risks involved with children at play, our staff members from time to time provide an ice bag or band-aid for incidental bumps or bruises. With all due respect, it is a policy and it is posted that parental supervision is required for all children. This is for the safety and security of children. Parents know best the physical limitations of their children. There are elements within our establishment that may be inappropriate for two year old children. Many arcade games, benches, stools etc... could be challenging for an unsupervised two year old. In addition, at no time during the customers visit were management or team members made aware of a problem with food and beverage ordered by the customer. In short, the food order was at the beginning of the customers 2.5 hour visit. Had our team members been notified of a problem we would have promptly provided a solution. It is unfortunate that our customer had an undesirable experience during their 2.5 hour party or perhaps at the end of the 2.5 hour party. As a matter of reference, the vast majority of our private parties and walk in parties last approximately 2 hours. Management did communicate with the customer after the visit, yet the responses that were provided did not satisfy the customer. Due to the nature of the customer's inappropriate and offensive social media posts it is obvious that the customer is unhappy with our staff. Regards, [redacted] Sent on: 4/5/2016 6:16:34 PM

Hello. Please see the attached receipts for clarification. Our family had a party here on 02/27/16. It was for my 6 year old's birthday. She had a small get together. It was out first experience at this play center. We were anticipating a positive experience. Unfortunately, this was not the case.Our...

2 year old fell in the coloring area due to older children bumping into her. My older 11 year old and 14 year old stood near her while I was with my other children who I had to chaperon. But I was close by and noticed many of your workers laughing about it. Also, I went to the front desk and asked for ice and was sent to the kitchen. I did get ice from them but they were not concerned and never came to help my child as I asked. She was not even given a bandage for her scrape. I contacted their facebook page the same night. The person read all of my messages and was rude and never responded. I then called and was given a rude manager by the name of [redacted]. She stated that your surveillance cameras delete evidence after so many hours. So there is no way to know my child was hurt. She also stated that she did not believe that my child was hurt nor that we paid so much at our visit. I have attached copies of our receipts. I also can attach proof of my daughter getting hurt and the ice pack being applied at your center. I wanted a refund and apology for this incident and [redacted] was not very caring and acted rude and never offered any apology and said she refused to refund us. She promised to follow up with us but never did. I called her back and she said to us and said she was out of the office but it was her extension #**.This was disturbing to me to experience such horrible management. [redacted] is not a very friendly person. She also should never have stated that your cameras delete evidence This is  a place where kids hang out. This is poor business practices and she seems to not understand that.  She mentioned her workers are teens and unable to assist people when hurt. This is also very disturbing. I am very disappointed because how can she not apologize to us or issue a refund for a bad experience? I explained to her about the horrible workers and the pizza we were given was even under cooked. Nothing went well at all that night. It was a horrible experience.