Lazer X treme

Review: We bought four tickets, at $29.99 each, for Laser Xtreme's New Year's eve party. The ad promised unlimited play. In six and a half hours we were only able to play four times, and eventually figured out why: Some people were getting access passes for all rounds of play (approximately three rounds per hour), but we were only getting them for every third or fourth round. We saw people with extra cards and overheard them talking about this. We believe that staff members were giving the extra access passes to friends or regulars. We complained to Laser Xtreme, and at first they were responsive and promised to investigate. But then they offered only free passes. We explained that after our experience we had no desire to return, not even for free, and asked for a partial refund. They refused and stopped responding.The event was also advertised as being supervised, but in fact there was no adult supervision to speak of. Kids whose parents had dropped them off were hanging out in the parking lot all night, running around and throwing snowballs. The staff members, most of whom appeared to be teenagers themselves, paid no attention to this. After some research online we discovered that Laser Xtreme appears to be owned by Rick Rahim of Virginia. Rahim also owns the Online Business Bureau, a logo of which appears on the Laser Xtreme web site (lasertagcleveland.com).Desired Settlement: Refund

Business

Response:

Laser Xtreme has received the complaint filed by [redacted] and we are happy to respond. Mr. & Mrs. [redacted] and their group attended our New Year’s Eve party at a cost of $29.99 per person. The payment included all you can play laser tag and a midnight pizza buffet.

According to his complaint, Mr. [redacted] and his group spent 6 ½ hours at our store on New Year’s Eve, arriving at 9PM and departing at 3:30AM. Based on the number of players in our store that night, visitors should have been able to play in about every third or fourth game of laser tag. Mr. [redacted] indicates that he and his group were able to play, “every third or fourth round.”

On January 3rd we received a phone call from [redacted]. Mrs. [redacted] claimed that some individuals cheated (essentially stealing) by obtaining passes to each and every game of laser tag during the event. We asked Mrs. [redacted] to put her complaint in writing to help us investigate and correct the alleged problem. I have enclosed a copy of her email for your review and records. Mrs. [redacted] wrote in part, “At one point, we were waiting by the door of the arena to go into our game and a group of kids came out and got right back in line. I thought it was odd, since we have to wait at least 2 games before going again.” Mr. [redacted] writes in his complaint, “We saw people with extra cards and overheard them talking about this.”

Despite these facts, Mr. & Mrs. [redacted] didn’t bring their allegations to anyone’s attention the night of the party. In fact, the [redacted]’ didn’t register any type of complaint the night of the party whatsoever. They didn’t speak with a manager or even mention the behavior they now say warrants a full refund. Had they done so we may have been able to address the alleged problem and prevented the entire incident. Instead we were forced to investigate three days later based only on the claims of Mrs. [redacted]. The fact that no one was alerted to the allegations on the night in question means they cannot be substantiated.

Mrs. [redacted]’s email claimed that some players (she refers to them several times as kids) obtained passes to every game of laser tag, instead of waiting their turn as is required by our rules and common courtesy. We thanked Mrs. [redacted] for her time and the information and we promised to look into the matter and get back to her. Unfortunately Mrs. [redacted] has now made it clear that she will not be satisfied unless she receives a refund to which she is not entitled.

Although Mrs. [redacted] acknowledges that she received her money’s worth during the party, she seems to feel that the fact that others allegedly cheated the system and played in every game should entitle her to the same treatment. She writes, “This isn’t a question of whether or not what I did receive was fair for the price paid, but a question of whether or not my family received the same treatment as the other attendees.”

Nevermind the fact that the other “attendees’ who Mrs. [redacted] refers to were essentially thieves who were cheating & stealing, she complains that her group didn’t receive the same treatment. Based on Mrs. [redacted]’ logic, Laser Xtreme owes every visitor who did not cheat and steal their way into every game of laser tag that night, a refund as well. Mrs. [redacted] should be advised that she did receive the same treatment as the other attendees, albeit the attendees who were not cheating and stealing.

The cost of a single game of laser tag is $8.99. Mr. [redacted] indicates their group played 4 games of laser tag. This represents a $35.96 value before adding in the midnight buffet, which Mrs. [redacted] claims her group enjoyed.

We have communicated with Mr. and Mrs. [redacted] regarding their complaint. We have offered them an apology and our thanks regardless of whether or not the allegations are factual. We have also informed them that we would be happy to offer them free passes to play laser tag on their next visit to our store. They have declined this offer and continue to argue that they should have received the same treatment as those who allegedly cheated and stole their way into every game of laser tag.

Both Mr. and Mrs. [redacted] also complained that children were in the parking lot throughout the night. Mrs. [redacted] wrote, “kids were running amok in the parking lot all night long.” Our facility is a safe, supervised, alcohol-free location where parents can take (or drop off) their kids with the knowledge that they can play laser tag and have fun in a safe environment. While our store is run by responsible adults, we are not babysitters or police officers. Unfortunately we cannot control what occurs in our parking lot nor can we prevent individuals from leaving our store.

In order to resolve the complaint, our offer to provide Mr. & Mrs. [redacted] with free passes to play laser tag on their next visit to Laser Xtreme stands. We will be happy to mail the passes to your office immediately upon notice that the complaint has been withdrawn.

Mr. & Mrs. [redacted] received the benefits of the fee they paid for the New Year’s Eve party. Unfortunately they are not eligible for a refund of any amount and none will be provided.

Please contact our office if you have questions or would like to discuss the issue. Thanks in advance for your assistance in resolving the matter.

Sincerely,

Mike Lausten

Manager

Review: I won a gift certificate for "FREE" laser tag at a fundraiser. I booked a party early on Thursday evening for Friday, August 23 since the certificate was expiring. The local phone number in the book connected us to a "corporate" reservation line. Once the reservation was completed, I was asked for a credit card number to place a $25 deposit. I asked how that would work since I had a free gift certificate. They explained that they would credit the card as long as we showed up. The $25 was just to "hold our spot." Upon arrival at the party, we were directed to our private room where the hostess informed me that they do not issue refunds but would leave the $12.99 facility fee on our credit card and give us a gift certificate for the remaining difference. I questioned the facility fee and was told that ALL of their parties pay one. Since this had not been mentioned to me in the reservation process, I told her that I wasn't paying this fee and asked for a manager. When the manager, I believe his name was [redacted], came in, he asked if I booked through corporate. I told him that was where the phone number went so, "Yes, I did." He then stated that corporate always forgets to tell people about this fee. I explained to him that this was their problem internally, not mine, and he stated that it didn't matter, I had to pay it. I asked for "voided" copy of the gift certificate so I had record of the fact that it didn't mention this fee, and he refused to give it to me. He told me that they sent me an email. I never received anything from this company and have taken screen shots of my inbox and trash boxes to verify. Seems to me, if there is a breakdown in communication between between corporate and the local branches, the customer is not responsible. Also, the certificate was for one game for up to ten people free and then $5 for each additional game. We had seven people and were told, after arrival, that there was a nine person minimum for extra games or we had to pay the difference.Desired Settlement: I would like the ENTIRE $25 credited to my credit card and a written apology from the company.

Business

Response:

Dear Ms. [redacted]:

Laser Xtreme has received the complaint filed by [redacted] and we are happy to respond. Ms. [redacted] has been refunded the $25 deposit she paid in full by virtue of her dispute of the charge with Chase Bank.

Therefore she has been charged no fees whatsoever by Lazer Xtreme. Ms. [redacted] has our apologies for any confusion regarding her complaint. Lazer Xtreme accepts her desired resolution and we consider the matter closed.

While we understand and appreciate Ms. [redacted]’s perspective, we would like to make it clear to her that the fee in question was fully disclosed to her both verbally and in writing. Based on the recording of the conversation between Ms. [redacted] & our agent, it’s clear she was driving her car while she spoke with our representative and booked her party.

While speaking with our agent Ms. [redacted] passed the phone several times to her son. In fact, her son provided our representative with the credit card information used to pay the deposit and secure the reservation. Unfortunately our agent read several of our standard disclosures (including the information regarding the $12.99 facility surcharge) to her son.

Ms. [redacted] was also sent a confirmation email that included the full details of her reservation and outlined the fee in question. Unfortunately she indicates that she did not receive this message as well.

Lazer Xtreme has donated a free laser tag party for up to 10 players to an organization we assume Ms. [redacted] supports (The [redacted] & [redacted]) each of the last two years. The parties include free laser tag, a party room, pizza & beverages for up to 10 players, and a party host at no charge. Lazer Xtreme provides these certificates (at a substantial cost to our company) to help organizations like the [redacted] & [redacted] with their fundraising efforts. It’s unfortunate that our attempt to help this group (which comes at a substantial cost to Laser Xtreme) has resulted in Ms. [redacted]’s complaint.

Lastly, we appreciate the efforts of the General DeWine’s Office, the Consumer Protection Division, the Revdex.com, and Chase Bank to resolve the issue. However, we regret that we were not provided the opportunity to resolve the matter directly with Ms. [redacted] prior to the involvement of the Revdex.com, Chase, and OH AG’s office. Had Ms. [redacted] contacted our office prior to filing her complaints, we would have happily & immediately refunded her the $12.99 in question and issued her the apology she requested.

Regardless, we appreciate your efforts and we thank you for your help in resolving the matter. Please feel free to contact me directly if I can be of further assistance, thanks.

Michael Lausten

Vice President, Corporate & Public Affairs

Cc: Revdex.com of Greater Cleveland