Playhouse Lanes

On January 28th a lady,(we now know is [redacted] ) and a group of friends come in to bowl We had a waiting list so her group went to our bar and purchased beverages and were drinking while waiting for their lanes to become available We assigned them to lane and they bowled for approximately minutes when a female party member (not [redacted] ), walked out the door with empty cups in her hand, about minutes later the woman returned from outside and the cups had a brown liquid in them and handed one of the cups to another woman in the group, she proceeded to put the cup on the table and take her turn to bowl I walked over to the woman who went out and returned with the cups "What is inside? We do not allow any outside food or drink in the building and signs are posted on both doors" She answered me "beer" and drank it in front of me I took the cup that the other woman left on the table and discovered it was not beer but some type of brown alcohol, approximately inches of it The woman holding the cup refused to give it to me, at this time I told them that they were in violation of our policies which were clearly stated, on both doors and on the counter, and poured out the alcohol in the bar sink and that I had the lane turned off A male member of the party who has bowled at the ally several times before came up to me and asked why the lane was turned off and I told him that the group had to leave for bringing in outside alcohol, that we cannot allow outside beverage because it would jeopardize our liquor licence He left and went back to talk to ( [redacted] ) who purchased the lanes and she came over asking for a refund I proceeded to tell her that as it is posted on the rules that there is no refunds if the rules and regulations are broken, she asked me to show her where it said that and then stated, "Is is because I am Black? I responded "No, I am not a racist" if you look my wife sitting over there with our bi-racial son and at least half of the customers are African American She was getting very loud and disturbing the other customers and I asked her to leave the ally again and then she stated she was calling the police to get her money back I informed her that she already bowled over half of the time she purchased When the police came they talked to [redacted] first and she explained what happened they told her it is clearly posted that no outside food or beverages are permitted They told her they could not help with the refund of money as that was a Civil matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The business did not refund my money. A portion of the response the business sent was false. No where in the facility stated no refunds if you break a rule. The police did not state nor point to any rules stating no refunds. The officer stated it's not a criminal matter it's a civil matter. And most importantly I did not break any rules. So why am I being penalized for something that was beyond my control? I was bowling when the altercation started. Also the guy took both cups and told us to get out. And repeatedly yelled at me embarrassing and belittling me infront of people when I asked for a refund that's why I called the police. I paid for a game of bowling not an hour of bowling I was on my  second frame that's no where near half a game! I have pictures to prove where the lane  was turned off.
Regards,
[redacted]

On January 28th 2017 a lady,(we now know is [redacted]) and a group of friends come in to bowl.  We had a waiting list so her group went to our bar and purchased beverages and were drinking while waiting for their lanes to become available.  We assigned them to lane 15 and they bowled for...

approximately 20 minutes when a female party member (not [redacted]), walked out the door with 2 empty cups in her hand, about 5 minutes later the woman returned from outside and the cups had a brown liquid in them and handed one of the cups to another woman in the group, she proceeded to put the cup on the table and take her turn to bowl.  I walked over to the woman who went out and returned with the cups.  "What is inside?  We do not allow any outside food or drink in the building and signs are posted on both doors".  She answered me "beer" and drank it in front of me.  I took the cup that the other woman left on the table and discovered it was not beer but some type of brown alcohol, approximately 2 inches of it.  The woman holding the cup refused to give it to me, at this time I told them that they were in violation of our policies which were clearly stated, on both doors and on the counter, and poured out the alcohol in the bar sink and that I had the lane turned off.  A male member of the party who has bowled at the ally several times before came up to me and asked why the lane was turned off and I told him that the group had to leave for bringing in outside alcohol, that we cannot allow outside beverage because it would jeopardize our liquor licence.  He left and went back to talk to ([redacted]) who purchased the lanes and she came over asking for a refund.  I proceeded to tell her that as it is posted on the rules that there is no refunds if the rules and regulations are broken, she asked me to show her where it said that and then stated, "Is is because I am Black? I responded  "No, I am not a racist"  if you look my wife sitting over there with our bi-racial son and at least half of the customers are African American.  She was getting very loud and disturbing the other customers and I asked her to leave the ally again and then she stated she was calling the police to get her money back.  I informed her that she already bowled over half of the time she purchased.  When the police came they talked to [redacted] first and she explained what happened they told her it is clearly posted that no outside food or beverages are permitted.  They told her they could not help with the refund of money as that was a Civil matter.