Skatetown Family Fun Center

To Whom It May Concern,We are writing you in regards to Revdex.com Complaint ID: [redacted] that we received via postal mail on Wednesday, April 27, We are the owners of Skatetown Hysteria Family Fun CenterWe are a small family owned business that has been providing quality family fun to our community for the past fourteen yearsOur facility specializes in birthday parties, community, corporate and many fundraising events.The complaint you have received about our business is in regards to our $non-refundable deposit that is required in order to book an event with usWhen a customer reserves a date/time for their party, either by telephone or in person, the policy is explained to themIt is explained to the customer that this deposit is required to book their eventUpon receipt of this deposit, they agree that if they need to cancel their party, for any reason, they forfeit their depositHowever, if the party is rescheduled within the same calendar year, we will still honor their depositAny other type of reimbursement is not offered in place of a depositThis is a verbal agreement between us and the customer before the event is logged into our computerized party calendarIt is noted on our party literature and on our website that a nonrefundable deposit is requiredWe do not require a signed party contractAlso, only a manager is allowed to take a deposit for an event or to confirm any cancellationsWithin the past year, we initiated an email confirmation system that sends our customer a confirmation of their party date/time and receipt of their $depositThis receipt did not reiterate the non-refundable policy, as mentioned in this customer complaint.The reasoning behind a non-refundable deposit in our type of facility is to guarantee that we as a business do not incur any loss due to a customer's change of plansAny cancellation can create a missed opportunity for us to schedule another event for that particular date/time slot and to make necessary adjustments in order to be cost effective.In this particular case, this birthday party was booked on March 6, and the event was scheduled to take place on April 2, The customer did leave messages regarding her issue on our voice mail in which she claims were never returnedHer messages were received and we did return her calls without being able to speak with her personallyWe were finally able to contact each other on March 31, to discuss the cancellationOur voice mail is checked on a daily basis and numerous phone calls are returnedIf we receive any type of cancellation it is in our best interest to act as soon as possible in order to make staffing/scheduling adjustments and to hopefully offer that date/time to another interested customer or groupIn this case, we were unable to book another event for the date/time her party was scheduled for---In order to remedy this customer's complaint, we are willing to refund the customer a full deposit in the amount of $In her perspective she feels that she wasn't fully informed of the consequences of cancelling her partyWe respect her concerns and we will take full responsibility for this misunderstandingAlso, would like to offer her our apologies for any inconvenience this may have causedIt's apparent that we failed to clearly communicate this policy to her at the time of the party booking.On a positive note, we have taken this issue into serious considerationIn order to meet customer service goals, changes have already been implemented to ensure that each and every customer fully understands our refund policyOur refund policy is now clearly stated on the customers email confirmationAlso, a returned acceptance of this policy will now be required after the customer receives their email confirmationPlease feel free to contact us if you have any further questions or concernsWe thank you for your time and assistance in resolving this situation.Sincerely,Kimberly AR [redacted] Owner/Skatetown Hysteria ###-###-#### [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To Whom It May Concern,We are writing you in regards to Revdex.com Complaint ID: *** that we received via postal mail on Wednesday, April 27, We are the owners of Skatetown Hysteria Family Fun CenterWe are a small family owned business that has been providing quality family fun
to our community for the past fourteen yearsOur facility specializes in birthday parties, community, corporate and many fundraising events.The complaint you have received about our business is in regards to our $non-refundable deposit that is required in order to book an event with usWhen a customer reserves a date/time for their party, either by telephone or in person, the policy is explained to themIt is explained to the customer that this deposit is required to book their eventUpon receipt of this deposit, they agree that if they need to cancel their party, for any reason, they forfeit their depositHowever, if the party is rescheduled within the same calendar year, we will still honor their depositAny other type of reimbursement is not offered in place of a depositThis is a verbal agreement between us and the customer before the event is logged into our computerized party calendarIt is noted on our party literature and on our website that a nonrefundable deposit is requiredWe do not require a signed party contractAlso, only a manager is allowed to take a deposit for an event or to confirm any cancellationsWithin the past year, we initiated an email confirmation system that sends our customer a confirmation of their party date/time and receipt of their $depositThis receipt did not reiterate the non-refundable policy, as mentioned in this customer complaintThe reasoning behind a non-refundable deposit in our type of facility is to guarantee that we as a business do not incur any loss due to a customer's change of plansAny cancellation can create a missed opportunity for us to schedule another event for that particular date/time slot and to make necessary adjustments in order to be cost effectiveIn this particular case, this birthday party was booked on March 6, and the event was scheduled to take place on April 2, The customer did leave messages regarding her issue on our voice mail in which she claims were never returnedHer messages were received and we did return her calls without being able to speak with her personallyWe were finally able to contact each other on March 31, to discuss the cancellationOur voice mail is checked on a daily basis and numerous phone calls are returnedIf we receive any type of cancellation it is in our best interest to act as soon as possible in order to make staffing/scheduling adjustments and to hopefully offer that date/time to another interested customer or groupIn this case, we were unable to book another event for the date/time her party was scheduled for---In order to remedy this customer's complaint, we are willing to refund the customer a full deposit in the amount of $In her perspective she feels that she wasn't fully informed of the consequences of cancelling her partyWe respect her concerns and we will take full responsibility for this misunderstandingAlso, would like to offer her our apologies for any inconvenience this may have causedIt's apparent that we failed to clearly communicate this policy to her at the time of the party bookingOn a positive note, we have taken this issue into serious considerationIn order to meet customer service goals, changes have already been implemented to ensure that each and every customer fully understands our refund policyOur refund policy is now clearly stated on the customers email confirmationAlso, a returned acceptance of this policy will now be required after the customer receives their email confirmationPlease feel free to contact us if you have any further questions or concernsWe thank you for your time and assistance in resolving this situationSincerely,
Kimberly AR***
Owner/Skatetown Hysteria ###-###-#### ***

To Whom It May Concern,We are writing you in regards to Revdex.com Complaint ID: [redacted] that we received via postal mail on Wednesday, April 27, 2016. We are the owners of Skatetown Hysteria Family Fun Center. We are a small family owned business that has been providing quality family fun to our...

community for the past fourteen years. Our facility specializes in birthday parties, community, corporate and many fundraising events.The complaint you have received about our business is in regards to our $75.00 non-refundable deposit that is required in order to book an event with us. When a customer reserves a date/time for their party, either by telephone or in person, the policy is explained to them. It is explained to the customer that this deposit is required to book their event. Upon receipt of this deposit, they agree that if they need to cancel their party, for any reason, they forfeit their deposit. However, if the party is rescheduled within the same calendar year, we will still honor their deposit. Any other type of reimbursement is not offered in place of a deposit. This is a verbal agreement between us and the customer before the event is logged into our computerized party calendar. It is noted on our party literature and on our website that a nonrefundable deposit is required. We do not require a signed party contract. Also, only a manager is allowed to take a deposit for an event or to confirm any cancellations. Within the past year, we initiated an email confirmation system that sends our customer a confirmation of their party date/time and receipt of their $75.00 deposit. This receipt did not reiterate the non-refundable policy, as mentioned in this customer complaint.The reasoning behind a non-refundable deposit in our type of facility is to guarantee that we as a business do not incur any loss due to a customer's change of plans. Any cancellation can create a missed opportunity for us to schedule another event for that particular date/time slot and to make necessary adjustments in order to be cost effective.In this particular case, this birthday party was booked on March 6, 2016 and the event was scheduled to take place on April 2, 2016. The customer did leave messages regarding her issue on our voice mail in which she claims were never returned. Her messages were received and we did return her calls without being able to speak with her personally. We were finally able to contact each other on March 31, 2016 to discuss the cancellation. Our voice mail is checked on a daily basis and numerous phone calls are returned. If we receive any type of cancellation it is in our best interest to act as soon as possible in order to make staffing/scheduling adjustments and to hopefully offer that date/time to another interested customer or group. In this case, we were unable to book another event for the date/time her party was scheduled for. ---In order to remedy this customer's complaint, we are willing to refund the customer a full deposit in the amount of $75.00. In her perspective she feels that she wasn't fully informed of the consequences of cancelling her party. We respect her concerns and we will take full responsibility for this misunderstanding. Also, would like to offer her our apologies for any inconvenience this may have caused. It's apparent that we failed to clearly communicate this policy to her at the time of the party booking.On a positive note, we have taken this issue into serious consideration. In order to meet customer service goals, changes have already been implemented to ensure that each and every customer fully understands our refund policy. Our refund policy is now clearly stated on the customers email confirmation. Also, a returned acceptance of this policy will now be required after the customer receives their email confirmation. Please feel free to contact us if you have any further questions or concerns. We thank you for your time and assistance in resolving this situation.Sincerely,Kimberly A. R[redacted] Owner/Skatetown Hysteria ###-###-#### [redacted]