Ice Den

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
Please let it be known that the letter written to the RevDex.com from *** *** is the first correspondence sent directly from him. He has failed to respond to me directly, despite several letters of email correspondence. I interpret this to mean that his reputation with the Revdex.com is of greater importance than the safety of my child or the customer service he claims to steep in such high regard. I have requested a full refund of payment made to the Ice Den $and have received a partial refund of $85.50, which leaves $30 unpaid. I did not pay this amount to the indicated third party for membership; I paid it to the Ice Den, asrequirement for program participation, which is located in my residential neighborhood. I have no intentions of skating at any other rink in the country, as was suggested by the Ice Den to make use of this membership. Twice, Ice Den staff has attempted to placate me with free skate passes, which I have no interest in. Ice Den staff did not, as stated by *** ***, respond to this incident in a professional manner. In fact, a witness/patron submitted written complaint regarding her observations about how poorly the situation was handled. She received skate passes in the e\mail without response. Free skate passes seems to be the knee-jerk response by Ice Den to address patron issues of concern without admission of fault. What parents really want is to have their concerns acknowledged and work together with staff to create a safer environment for our children. My daughter was not “scratched” by another skater’s blades. Kitten claws scratch when they playfully graze the skin; skate blades lacerate and tear when they slice through the skin. The young Ice Den staff member who wrote the incident report had to ask me what to call the injury. I told him it was a laceration, the exact term used by the surgical dermatologist who is treating my daughter’s injury. The staff member, however, could not spell this or comprehend its meaning so, coach *** told him it was a scratch. Antibiotic ointment was put on my daughter’s injury at my instruction, because the coach asked me what to do. A large bandage was used to stop the bleeding and an ice pack to ease the pain. My daughter was treated later that day by an actual medical professional who butterfly-bandaged her injury to prevent scarring. To this date, days later, the bloody dual blade lines of laceration are still visible directly beneath her eye and she is using a prescription cream to accelerate healing and hopefully prevent a scar It is incomprehensible to me that *** *** fails to see how traumatizing this would be for a young girl. I have attached a copy of the Ice Den Homeschool Program flyer to show that public skate and learn-to-skate lessons were combined, priced and advertised as a package. I did not elect to have my daughter skate before the program “wasunderway” as stated by *** ***; she skated when it commenced at 11:45am as indicated by the flyer. If the Learn to Skate program is really just a 30-minute lesson, then it should be advertised as such. The term “package” leads me and every other parent in the program to believe that free skate and the lesson were a package deal. We did not attend public skate on any other days, because they were not included in the program. I suggest that the homeschool program not be scheduled on busy holiday dates, because the skaters and parents alike are new to the sport. Instead of politely taking this on advisement, *** *** has chosen to insult my intelligence with “… anyone familiar with ice skating rinks [should now better]. Therein lies the problem; parents of new skater are not versed in the preferential treatment given to hockey players over figure skaters. Had I been told that hockey players are permitted to jump the box at eye-level to my daughters’ faces during public skate, I most certainly would not have exposed them to such a hazard. *** *** states that the Ice Den could not have preventedthe risk of this injury when in fact they could. 1. There were only hockey players skating on December 2014, easily identifiable by their skates, who could have been told not to jump the box given the mass number skaters on the ice. Staff could have prevented this *** *** has not addressed this rather glaring safety issue or seen fit to remedy it. I do have letter copies of parent who have complained previous, but will not attach, as they fear retaliation. 2. Better select the dates for Learn-to-Skate, so as to minimize the clashing of skate level disparity. You know level B1 skaters will be on the ice, because you sold them a “package” that included public skate If the ice is only safe during specified lesson times, then you should not have novice skaters on the ice at any other time. The Ice Den staff responded to this incident like deer caught in the headlights without clear protocol. My reaction was and continues to be one of a dedicated and concerned mother. I am duly insulted by the further denigration of *** ***, who sees fit to call a neighboring resident, paying customer, and active North Scottsdale community member overly emotional and reactionary when her daughter is unnecessarily injured on his premises. I was vey clear about the actions I expect the Ice Den to take in my complaint filed to the Revdex.com. Perhaps *** *** did not get to the end of the letter. I was prompted to pursue this avenue of recourse, because of the unresponsiveness of *** *** and failure of Ice Den staff to follow up to see how my daughter was the incident.I spent 15-years as Community Resources Director for a large municipality where I oversaw the operation of many recreational facilities,including aquatic centers, gymnasium, outdoor playgrounds and parks. I am well aware of the inherent risk torecreational pursuits and well versed in the responsibility of management to mitigate an attractive nuisance and remedy a dangerous situation when given due notice Regards,
*** ***

Please accept this as our written response to the complaint lodged against the Ice Den Scottsdale by Ms. [redacted]. As the records of the Revdex.com indicate, the Ice Den has had an impeccable A+ record with regard to customer service standards since the Ice Den opened...

for business in 1998. The Ice Den goes above and beyond the safety standards in the industry and considers any incident involving its patrons and guests to be of the upmost importance. The complaint #[redacted] submitted by [redacted], received by the Ice Den on January 3, 2015 contains numerous inaccurate statements that need to be corrected.  Our investigation indicated an incident occurred on December 26, 2014 where [redacted]'s daughter was scratched by the skate blade of another skater during the time the ice rink was open for public skating. Immediately upon becoming aware of this occurrence, our staff responded with the utmost professionalism, concern and attention. Fortunately, the scratch sustained by [redacted]'s daughter was very minor and only required basic first aid treatment by one of the coaches that involved applying an antibiotic ointment and a Band-Aid. The safety and security of our patrons is of paramount importance and there are policies and standards in place to ensure an adherence to the highest safety standards in the industry.  The investigation we conducted, which included obtaining the statements from witnesses and reviewing surveillance video, clearly demonstrates that the facts, as stated by [redacted], are inaccurate at best. The Ice Den is more than willing to make the results of its investigation available to the Revdex.com.  It should be noted that while it is true [redacted]'s daughter was enrolled in the Homeschoollearn to Skate program, the incident in question occurred prior to the program beginning that day. The incident occurred during the time the rink was open to the public for skating. [redacted] apparently elected to allow her daughter to enjoy the Ice Den's public session prior to the Homeschoollearn to Skate program getting underway. As anyone who is familiar with ice skating rinks is aware, during the time an ice rink is open to the public (as opposed to being open only to participants of a private skating program), skaters of different ages and skill levels participate in the skating in the rink at any given time. If [redacted] had any concern about her daughter skating other than in the private skating program, as the parent of a minor patron, she had the ability, and perhaps the obligation, to remove her daughter from the rink during the public session if she had concerns. The Homeschool program did not formally begin until later and is separately supervised and cordoned off from the rest of the ice patrons.  There is no question that all skating events at the Ice Den, whether private or public, are supervised by experienced and trained staff. The potential for injuries is inherent in any sporting, exercise or athletic activities notwithstanding the regulation and supervision of such activities to the highest of industry standards. In other words, the risk of injury cannot be eliminated completely no matter the level of supervision of such activities.  In summary, every effort has been and will continue to be made by the Ice Den to provide the safest and securest environment for all of its patrons and guests while participating in private and public skate programs. While it is unfortunate an incident occurred, the Ice Den responded immediately to render the appropriate first aid to [redacted]'s daughter. Moreover, in an effort to demonstrate good faith and preserve the good will of its customers, and without any obligation to do so, the Ice Den provided [redacted] with a program fee refund (less a minimal membership fee paid to a third party) for both of daughters, as of January 1, 2015. It is unclear from the complaint filed by [redacted], what ifany additional actions can be taken that will satisfy a complainant who clearly appears to be reacting in an overly emotional manner to an event, that although regrettable for any parent or a young child, the risk of which could not have been eliminated by the Ice Den regardless of its best efforts.

Please see attached.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please let it be known that the letter written to the Revdex.com from [redacted] is the first correspondence sent directly from him.   He has failed to respond to me directly, despite several letters of email correspondence.  I interpret this to mean that his reputation with the Revdex.com is of greater importance than the safety of my child or the customer service he claims to steep in such high regard.     I have requested a full refund of payment made to the Ice Den $115.50 and have received a partial refund of $85.50, which leaves $30 unpaid.  I did not pay this amount to the indicated third party for membership; I paid it to the Ice Den, asrequirement for program participation, which is located in my residential neighborhood.  I have no intentions of skating at any other rink in the country, as was suggested by the Ice Den to make use of this membership. Twice, Ice Den staff has attempted to placate me with free skate passes, which I have no interest in.   Ice Den staff did not, as stated by [redacted], respond to this incident in a professional manner. In fact, a witness/patron submitted written complaint regarding her observations about how poorly the situation was handled.   She received 4 skate passes in the e\mail without response.  Free skate passes seems to be the knee-jerk response by Ice Den to address patron issues of concern without admission of fault.   What parents really want is to have their concerns acknowledged and work together with staff to create a safer environment for our children.   My daughter was not “scratched” by another skater’s blades.  Kitten claws scratch when they playfully graze the skin; skate blades lacerate and tear when they slice through the skin.  The young Ice Den staff member who wrote the incident report had to ask me what to call the injury.  I told him it was a laceration, the exact term used by the surgical dermatologist who is treating my daughter’s injury.  The staff member, however, could not spell this or comprehend its meaning so, coach [redacted] told him it was a scratch. Antibiotic ointment was put on my daughter’s injury at my instruction, because the coach asked me what to do. A large bandage was used to stop the bleeding and an ice pack to ease the pain.  My daughter was treated later that day by an actual medical professional who butterfly-bandaged her injury to prevent scarring.  To this date, 16 days later, the bloody dual blade lines of laceration are still visible directly beneath her eye and she is using a prescription cream to accelerate healing and hopefully prevent a scar.   It is incomprehensible to me that [redacted] fails to see how traumatizing this would be for a young girl.  I have attached a copy of the Ice Den Homeschool Program flyer to show that public skate and learn-to-skate lessons were combined, priced and advertised as a package. I did not elect to have my daughter skate before the program “wasunderway” as stated by [redacted]; she skated when it commenced at 11:45am as indicated by the flyer.   If the Learn to Skate program is really just a 30-minute lesson, then it should be advertised as such.  The term “package” leads me and every other parent in the program to believe that free skate and the lesson were a package deal.   We did not attend public skate on any other days, because they were not included in the program.  I suggest that the homeschool program not be scheduled on busy holiday dates, because the skaters and parents alike are new to the sport.  Instead of politely taking this on advisement, [redacted] has chosen to insult my intelligence with “… anyone familiar with ice skating rinks [should now better].  Therein lies the problem; parents of new skater are not versed in the preferential treatment given to hockey players over figure skaters.  Had I been told that hockey players are permitted to jump the box at eye-level to my daughters’ faces during public skate, I most certainly would not have exposed them to such a hazard.   [redacted] states that the Ice Den could not have preventedthe risk of this injury when in fact they could.  1.    There were only 10 hockey players skating on December 26 2014, easily identifiable by their skates, who could have been told not to jump the box given the mass number skaters on the ice.  Staff could have prevented this.   [redacted] has not addressed this rather glaring safety issue or seen fit to remedy it.  I do have letter copies of parent who have complained previous, but will not attach, as they fear retaliation.   2.            Better select the dates for Learn-to-Skate, so as to minimize the clashing of skate level disparity.  You know level B1 skaters will be on the ice, because you sold them a “package” that included public skate.   If the ice is only safe during specified lesson times, then you should not have novice skaters on the ice at any other time.  The Ice Den staff responded to this incident like deer caught in the headlights without clear protocol.   My reaction was and continues to be one of a dedicated and concerned mother.  I am duly insulted by the further denigration of [redacted], who sees fit to call a neighboring resident, paying customer, and active North Scottsdale community member overly emotional and reactionary when her daughter is unnecessarily injured on his premises.   I was vey clear about the actions I expect the Ice Den to take in my complaint filed to the Revdex.com.  Perhaps [redacted] did not get to the end of the letter.  I was prompted to pursue this avenue of recourse, because of the unresponsiveness of [redacted] and failure of Ice Den staff to follow up to see how my daughter was the incident.I spent 15-years as Community Resources Director for a large municipality where I oversaw the operation of many recreational facilities,including aquatic centers, gymnasium, outdoor playgrounds and parks.  I am well aware of the inherent risk torecreational pursuits and well versed in the responsibility of management to mitigate an attractive nuisance and remedy a dangerous situation when given due notice.                 Regards,[redacted]

Please accept this as our written response to the complaint lodged against the Ice Den Scottsdale by Ms. [redacted]. As the records of the Revdex.com indicate, the Ice Den has had an impeccable A+ record with regard to customer service standards since the Ice Den opened...

for business in 1998. The Ice Den goes above and beyond the safety standards in the industry and considers any incident involving its patrons and guests to be of the upmost importance. The complaint #[redacted] submitted by [redacted], received by the Ice Den on January 3, 2015 contains numerous inaccurate statements that need to be corrected.  Our investigation indicated an incident occurred on December 26, 2014 where [redacted]'s daughter was scratched by the skate blade of another skater during the time the ice rink was open for public skating. Immediately upon becoming aware of this occurrence, our staff responded with the utmost professionalism, concern and attention. Fortunately, the scratch sustained by [redacted]'s daughter was very minor and only required basic first aid treatment by one of the coaches that involved applying an antibiotic ointment and a Band-Aid. The safety and security of our patrons is of paramount importance and there are policies and standards in place to ensure an adherence to the highest safety standards in the industry.  The investigation we conducted, which included obtaining the statements from witnesses and reviewing surveillance video, clearly demonstrates that the facts, as stated by [redacted], are inaccurate at best. The Ice Den is more than willing to make the results of its investigation available to the Revdex.com.  It should be noted that while it is true [redacted]'s daughter was enrolled in the Homeschoollearn to Skate program, the incident in question occurred prior to the program beginning that day. The incident occurred during the time the rink was open to the public for skating. [redacted] apparently elected to allow her daughter to enjoy the Ice Den's public session prior to the Homeschoollearn to Skate program getting underway. As anyone who is familiar with ice skating rinks is aware, during the time an ice rink is open to the public (as opposed to being open only to participants of a private skating program), skaters of different ages and skill levels participate in the skating in the rink at any given time. If [redacted] had any concern about her daughter skating other than in the private skating program, as the parent of a minor patron, she had the ability, and perhaps the obligation, to remove her daughter from the rink during the public session if she had concerns. The Homeschool program did not formally begin until later and is separately supervised and cordoned off from the rest of the ice patrons.  There is no question that all skating events at the Ice Den, whether private or public, are supervised by experienced and trained staff. The potential for injuries is inherent in any sporting, exercise or athletic activities notwithstanding the regulation and supervision of such activities to the highest of industry standards. In other words, the risk of injury cannot be eliminated completely no matter the level of supervision of such activities.  In summary, every effort has been and will continue to be made by the Ice Den to provide the safest and securest environment for all of its patrons and guests while participating in private and public skate programs. While it is unfortunate an incident occurred, the Ice Den responded immediately to render the appropriate first aid to [redacted]'s daughter. Moreover, in an effort to demonstrate good faith and preserve the good will of its customers, and without any obligation to do so, the Ice Den provided [redacted] with a program fee refund (less a minimal membership fee paid to a third party) for both of daughters, as of January 1, 2015. It is unclear from the complaint filed by [redacted], what ifany additional actions can be taken that will satisfy a complainant who clearly appears to be reacting in an overly emotional manner to an event, that although regrettable for any parent or a young child, the risk of which could not have been eliminated by the Ice Den regardless of its best efforts.

Super frustrated and disappointed with the handling of the purchase of [redacted] Chandler and existing ice credit. No communication of cards no longer being honored, and then turned away with no apology or any sort of consideration to existing money on the card.

In short, just disappointed of the shortsightedness of having no flexibility or desire to work with customers, and as someone who skated for 7 years at the Scottsdale Ice Den, just disappointed in the handling of all of this in general.

Review: We have had the extreme misfortune of attending two public skate sessions, as part of the homeschool learn-to-skate program, that were extremely busy, poorly managed and unsafe. Specific dates are today, December 26th, 2014 where my 6-year-old daughter was traumatically injured with staff poorly equipped to handle the situation, and November 28th, 2014. The dates you have chosen for level B1 skaters to be on the ice lacks forethought and demonstrates irresponsibility. The days after Thanksgiving and Christmas were packed with renegade and reckless skaters who had no business being on the ice with novice skaters. Your own staff used words like "crazy" and "unmanageable" to describe the crowd... isn't management supposed to manage?!

I paid for two of my children to attend the Homeschool Learn to Skate Program, which included public skate as part of the program. Today my daughters were skating together when a hockey player hopped over the box (instead of using entrance/exit gates) and SLASHED MY DAUGHTER'S FACE (!!) with both sharp blades of his skates in a carless, unobserved-unmonitored by staff, descent onto the ice. This player from YOUR hockey program looked my small daughter in the face, said "oops" and skated off, leaving a young child bleeding on the ice and crying in pain. Not one staff member was anywhere near the situation. From the far end of the ice rink, off the ice, through the lobby right up to the front office I walked with a crying, screaming child whose face was cut open and bleeding, and not ONE staff member saw us, said anything or came to our aide. My daughters injury is exactly 2 millimeters away from her actual eyeball... she could have been blinded! The extent of her wounds remain unknown until there is more healing time.

What in the world are these hockey players doing on the ice with everyone else? Why are they permitted to hop the box when there are hundreds of young children skating in packs along the box wall? Why is Ice Den staff not on the ice? Why is Ice Den staff not visible in uniform and easy to find? Why is there no apparent protocol to handle an injury? Why is there no limit to skaters on the ice? Why are the other rinks not open? Why is there not a separate area for the learn-to-skate program like [redacted] Kids?

I am very disappointed... actually, I am spit-roaring mad about what happened today and appalled that these public skate times were chosen for the learn-to-skate program. I am stunned that the young men in your hockey program have not learned better courtesy from their coaches.Desired Settlement: I want a letter of apology, a full class refund, including skate membership fee, change in policy, and admission of unsafe practice during open skate.

Business

Response:

Please accept this as our written response to the complaint lodged against the Ice Den Scottsdale by Ms. [redacted]. As the records of the Revdex.com indicate, the Ice Den has had an impeccable A+ record with regard to customer service standards since the Ice Den opened for business in 1998. The Ice Den goes above and beyond the safety standards in the industry and considers any incident involving its patrons and guests to be of the upmost importance. The complaint #[redacted] submitted by [redacted], received by the Ice Den on January 3, 2015 contains numerous inaccurate statements that need to be corrected. Our investigation indicated an incident occurred on December 26, 2014 where [redacted]'s daughter was scratched by the skate blade of another skater during the time the ice rink was open for public skating. Immediately upon becoming aware of this occurrence, our staff responded with the utmost professionalism, concern and attention. Fortunately, the scratch sustained by [redacted]'s daughter was very minor and only required basic first aid treatment by one of the coaches that involved applying an antibiotic ointment and a Band-Aid. The safety and security of our patrons is of paramount importance and there are policies and standards in place to ensure an adherence to the highest safety standards in the industry. The investigation we conducted, which included obtaining the statements from witnesses and reviewing surveillance video, clearly demonstrates that the facts, as stated by [redacted], are inaccurate at best. The Ice Den is more than willing to make the results of its investigation available to the Revdex.com. It should be noted that while it is true [redacted]'s daughter was enrolled in the Homeschoollearn to Skate program, the incident in question occurred prior to the program beginning that day. The incident occurred during the time the rink was open to the public for skating. [redacted] apparently elected to allow her daughter to enjoy the Ice Den's public session prior to the Homeschoollearn to Skate program getting underway. As anyone who is familiar with ice skating rinks is aware, during the time an ice rink is open to the public (as opposed to being open only to participants of a private skating program), skaters of different ages and skill levels participate in the skating in the rink at any given time. If [redacted] had any concern about her daughter skating other than in the private skating program, as the parent of a minor patron, she had the ability, and perhaps the obligation, to remove her daughter from the rink during the public session if she had concerns. The Homeschool program did not formally begin until later and is separately supervised and cordoned off from the rest of the ice patrons. There is no question that all skating events at the Ice Den, whether private or public, are supervised by experienced and trained staff. The potential for injuries is inherent in any sporting, exercise or athletic activities notwithstanding the regulation and supervision of such activities to the highest of industry standards. In other words, the risk of injury cannot be eliminated completely no matter the level of supervision of such activities. In summary, every effort has been and will continue to be made by the Ice Den to provide the safest and securest environment for all of its patrons and guests while participating in private and public skate programs. While it is unfortunate an incident occurred, the Ice Den responded immediately to render the appropriate first aid to [redacted]'s daughter. Moreover, in an effort to demonstrate good faith and preserve the good will of its customers, and without any obligation to do so, the Ice Den provided [redacted] with a program fee refund (less a minimal membership fee paid to a third party) for both of daughters, as of January 1, 2015. It is unclear from the complaint filed by [redacted], what ifany additional actions can be taken that will satisfy a complainant who clearly appears to be reacting in an overly emotional manner to an event, that although regrettable for any parent or a young child, the risk of which could not have been eliminated by the Ice Den regardless of its best efforts.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please let it be known that the letter written to the Revdex.com from [redacted] is the first correspondence sent directly from him. He has failed to respond to me directly, despite several letters of email correspondence. I interpret this to mean that his reputation with the Revdex.com is of greater importance than the safety of my child or the customer service he claims to steep in such high regard. I have requested a full refund of payment made to the Ice Den $115.50 and have received a partial refund of $85.50, which leaves $30 unpaid. I did not pay this amount to the indicated third party for membership; I paid it to the Ice Den, asrequirement for program participation, which is located in my residential neighborhood. I have no intentions of skating at any other rink in the country, as was suggested by the Ice Den to make use of this membership. Twice, Ice Den staff has attempted to placate me with free skate passes, which I have no interest in. Ice Den staff did not, as stated by [redacted], respond to this incident in a professional manner. In fact, a witness/patron submitted written complaint regarding her observations about how poorly the situation was handled. She received 4 skate passes in the e\mail without response. Free skate passes seems to be the knee-jerk response by Ice Den to address patron issues of concern without admission of fault. What parents really want is to have their concerns acknowledged and work together with staff to create a safer environment for our children. My daughter was not “scratched” by another skater’s blades. Kitten claws scratch when they playfully graze the skin; skate blades lacerate and tear when they slice through the skin. The young Ice Den staff member who wrote the incident report had to ask me what to call the injury. I told him it was a laceration, the exact term used by the surgical dermatologist who is treating my daughter’s injury. The staff member, however, could not spell this or comprehend its meaning so, coach [redacted] told him it was a scratch. Antibiotic ointment was put on my daughter’s injury at my instruction, because the coach asked me what to do. A large bandage was used to stop the bleeding and an ice pack to ease the pain. My daughter was treated later that day by an actual medical professional who butterfly-bandaged her injury to prevent scarring. To this date, 16 days later, the bloody dual blade lines of laceration are still visible directly beneath her eye and she is using a prescription cream to accelerate healing and hopefully prevent a scar. It is incomprehensible to me that [redacted] fails to see how traumatizing this would be for a young girl. I have attached a copy of the Ice Den Homeschool Program flyer to show that public skate and learn-to-skate lessons were combined, priced and advertised as a package. I did not elect to have my daughter skate before the program “wasunderway” as stated by [redacted]; she skated when it commenced at 11:45am as indicated by the flyer. If the Learn to Skate program is really just a 30-minute lesson, then it should be advertised as such. The term “package” leads me and every other parent in the program to believe that free skate and the lesson were a package deal. We did not attend public skate on any other days, because they were not included in the program. I suggest that the homeschool program not be scheduled on busy holiday dates, because the skaters and parents alike are new to the sport. Instead of politely taking this on advisement, [redacted] has chosen to insult my intelligence with “… anyone familiar with ice skating rinks [should now better]. Therein lies the problem; parents of new skater are not versed in the preferential treatment given to hockey players over figure skaters. Had I been told that hockey players are permitted to jump the box at eye-level to my daughters’ faces during public skate, I most certainly would not have exposed them to such a hazard. [redacted] states that the Ice Den could not have preventedthe risk of this injury when in fact they could. 1. There were only 10 hockey players skating on December 26 2014, easily identifiable by their skates, who could have been told not to jump the box given the mass number skaters on the ice. Staff could have prevented this. [redacted] has not addressed this rather glaring safety issue or seen fit to remedy it. I do have letter copies of parent who have complained previous, but will not attach, as they fear retaliation. 2. Better select the dates for Learn-to-Skate, so as to minimize the clashing of skate level disparity. You know level B1 skaters will be on the ice, because you sold them a “package” that included public skate. If the ice is only safe during specified lesson times, then you should not have novice skaters on the ice at any other time. The Ice Den staff responded to this incident like deer caught in the headlights without clear protocol. My reaction was and continues to be one of a dedicated and concerned mother. I am duly insulted by the further denigration of [redacted], who sees fit to call a neighboring resident, paying customer, and active North Scottsdale community member overly emotional and reactionary when her daughter is unnecessarily injured on his premises. I was vey clear about the actions I expect the Ice Den to take in my complaint filed to the Revdex.com. Perhaps [redacted] did not get to the end of the letter. I was prompted to pursue this avenue of recourse, because of the unresponsiveness of [redacted] and failure of Ice Den staff to follow up to see how my daughter was the incident.I spent 15-years as Community Resources Director for a large municipality where I oversaw the operation of many recreational facilities,including aquatic centers, gymnasium, outdoor playgrounds and parks. I am well aware of the inherent risk torecreational pursuits and well versed in the responsibility of management to mitigate an attractive nuisance and remedy a dangerous situation when given due notice. Regards,

Business

Response:

Please see attached.