To whom it may concern;In response to the complaint ID [redacted] filed on 7/5/2017 by one [redacted].Our refund policy for bowling is as follows:We do not offer refunds for bowling or laser tag with the following exception:Mechanical failure i.e. Pin-setter malfunctions, system failure...
(laser tag) if there is no open lane available for transfer of play, or we cannot reasonably delay play long enough for repairs to be made.It is also our policy that in the event any customer makes mention of litigation we immediately cease negotiations, make no efforts to resolve the matter internally, and begin documenting any and all items pertinent to the allegations being made by the complainant.Mr. [redacted] Alleges:“It’s over 85 probably over 90 with no air conditioning going”The average internal temperature of the facility during the time in question 17:15-18:30 7/5/2017 was 78.2 degrees. The temperature externally was 100 degrees, a record high temperature for Payson for July 5th.Though 2 of our rooftop AC units were not functioning there were in fact 3 units that were, and we had contacted a licensed HVAC company to make the needed repairs to the 2 malfunctioning units.“Almost like sitting in a hot car in a parking lot. Not good for kids due to this reason”The internal temperature of a parked car raises 34 degrees in 30 minutes at 80 degrees therefore the internal temperature of a parked car on during the day and time after 30 minutes would have been more than 134 degrees (nearly double the internal temperature of our facility).At 78.2 degrees or even the 90 that the complainant alleges NO ONE in our facility was in any danger of physical harm due to the temperature. It is our policy that if the internal temperature reaches or exceeds 95 degree we close the facility until such a time repairs can be made (10 degrees cooler than the 105 that becomes dangerous).“We left after 10 minutes of being there. Bowled 3 times…”CC/TV shows Mr. [redacted]’s party arriving at 17:22 on July 5th Each bowler bowled 4 frames for a total of 40 Cycles of the pin-setter. When operating at maximum efficiency the Brunswick A2 takes 35-55 Seconds to cycle (30 minutes to complete 40 cycles under perfect conditions). CC/TV shows Mr. [redacted] leaving the facility at 18:06, 44 Minutes after arrival.“Employees are Useless. Can’t even touch the air conditioning. Can’t refund Money, and just make excuses.”Even in his official complaint Mr. [redacted] verbally attacks my employees calling them “Useless”, and according to statements given by witnesses his verbal attacks were significantly worse while in our facility.Mr. [redacted] threatened to “Sue” our company because the conditions inside were “Dangerous or potentially harmful”. At which point my employees again acted according to our policy and denied any type of compensation and ceased negotiations.Due to the malfunctioning rooftop cooling units “Touching” the AC would not have helped but rather increased the internal temperature of the facility.My employees followed Our official refund policy regarding this complaint.“They don’t even have decent shoes or your shoe sizes. Waste of time and money”We have recently replaced ALL of our rental shoes and have all sizes from infants/toddler 6 to Men’s 15, with one exception size 13 Men’s which is on back-order from Brunswick.We will not be issuing a refund to Mr. [redacted] for the following reasons:There were no mechanical issues with the pin-setter.Though the internal temperature of the facility was 6.2 degrees warmer than we keep it under normal circumstances the 78.2 degrees posed no potential harm to any of our customers.Mr. [redacted] and his party made the decision not to finish their games of their own accord based on conditions that 103 other customers on the same day, (20 excluding the complainant’s party during the period of 17:00-18:00 on 7/5/2017) saw as being tolerable if not acceptable, and made no complaint.Whereas Mr. [redacted] made the claim that he intended litigation in this matter this will be the only communication I will direct to him. Any further correspondence from Mr. [redacted] will be discarded, however his attorney can contact me directly via Email @ [redacted]Furthermore, due to the verbally abusive tone Mr. [redacted] took with my employees, and defamatory remarks posted online, I respectfully request that Mr. [redacted] please take his business elsewhere. Sincerely,Bud M[redacted]Manager South County Lanes
Complaint: [redacted]
I am rejecting this response because:1-Owner claims I threatened to sue- no such thing has ever occurred nor would I even do that over a simple $30 Dollar Charge.2-The owner acknowledges all of my complaints and that there were issue but continues to make excuses for them. (Even the shoes, we needed two size 13 shoes)3-Owner created claims and lies within those claims that hold no justification. Tries to use legal terminology to scare away the complaint. One example - the time frame he uses when we are playing, bank records show a later time when my card was swiped than what he was claiming. You don't start bowling the second you walk into an establishment making his time frame of play not accurate. 4-No signs were posted within the building showing the policy for refunds - according to his response we should get a refund because we did have a Pin Malfunction that I didn't even mention before. 5-I just want the business to take accountability and to learn from this. Take care of your future customers. That's what owning a business is all about, swallowing your pride and making things right even if its only $30 dollars. I wish them the best of luck in their business and their future customers.
Sincerely,
[redacted]
To whom it may concern;In response to the complaint ID [redacted] filed on 7/5/2017 by one [redacted].Our refund policy for bowling is as follows:We do not offer refunds for bowling or laser tag with the following exception:Mechanical failure i.e. Pin-setter malfunctions, system failure...
(laser tag) if there is no open lane available for transfer of play, or we cannot reasonably delay play long enough for repairs to be made.It is also our policy that in the event any customer makes mention of litigation we immediately cease negotiations, make no efforts to resolve the matter internally, and begin documenting any and all items pertinent to the allegations being made by the complainant.Mr. [redacted] Alleges:“It’s over 85 probably over 90 with no air conditioning going”The average internal temperature of the facility during the time in question 17:15-18:30 7/5/2017 was 78.2 degrees. The temperature externally was 100 degrees, a record high temperature for Payson for July 5th.Though 2 of our rooftop AC units were not functioning there were in fact 3 units that were, and we had contacted a licensed HVAC company to make the needed repairs to the 2 malfunctioning units.“Almost like sitting in a hot car in a parking lot. Not good for kids due to this reason”The internal temperature of a parked car raises 34 degrees in 30 minutes at 80 degrees therefore the internal temperature of a parked car on during the day and time after 30 minutes would have been more than 134 degrees (nearly double the internal temperature of our facility).At 78.2 degrees or even the 90 that the complainant alleges NO ONE in our facility was in any danger of physical harm due to the temperature. It is our policy that if the internal temperature reaches or exceeds 95 degree we close the facility until such a time repairs can be made (10 degrees cooler than the 105 that becomes dangerous).“We left after 10 minutes of being there. Bowled 3 times…”CC/TV shows Mr. [redacted]’s party arriving at 17:22 on July 5th Each bowler bowled 4 frames for a total of 40 Cycles of the pin-setter. When operating at maximum efficiency the Brunswick A2 takes 35-55 Seconds to cycle (30 minutes to complete 40 cycles under perfect conditions). CC/TV shows Mr. [redacted] leaving the facility at 18:06, 44 Minutes after arrival.“Employees are Useless. Can’t even touch the air conditioning. Can’t refund Money, and just make excuses.”Even in his official complaint Mr. [redacted] verbally attacks my employees calling them “Useless”, and according to statements given by witnesses his verbal attacks were significantly worse while in our facility.Mr. [redacted] threatened to “Sue” our company because the conditions inside were “Dangerous or potentially harmful”. At which point my employees again acted according to our policy and denied any type of compensation and ceased negotiations.Due to the malfunctioning rooftop cooling units “Touching” the AC would not have helped but rather increased the internal temperature of the facility.My employees followed Our official refund policy regarding this complaint.“They don’t even have decent shoes or your shoe sizes. Waste of time and money”We have recently replaced ALL of our rental shoes and have all sizes from infants/toddler 6 to Men’s 15, with one exception size 13 Men’s which is on back-order from Brunswick.We will not be issuing a refund to Mr. [redacted] for the following reasons:There were no mechanical issues with the pin-setter.Though the internal temperature of the facility was 6.2 degrees warmer than we keep it under normal circumstances the 78.2 degrees posed no potential harm to any of our customers.Mr. [redacted] and his party made the decision not to finish their games of their own accord based on conditions that 103 other customers on the same day, (20 excluding the complainant’s party during the period of 17:00-18:00 on 7/5/2017) saw as being tolerable if not acceptable, and made no complaint.Whereas Mr. [redacted] made the claim that he intended litigation in this matter this will be the only communication I will direct to him. Any further correspondence from Mr. [redacted] will be discarded, however his attorney can contact me directly via Email @ [redacted]Furthermore, due to the verbally abusive tone Mr. [redacted] took with my employees, and defamatory remarks posted online, I respectfully request that Mr. [redacted] please take his business elsewhere. Sincerely,Bud M[redacted]Manager South County Lanes
Complaint: [redacted]
I am rejecting this response because:1-Owner claims I threatened to sue- no such thing has ever occurred nor would I even do that over a simple $30 Dollar Charge.2-The owner acknowledges all of my complaints and that there were issue but continues to make excuses for them. (Even the shoes, we needed two size 13 shoes)3-Owner created claims and lies within those claims that hold no justification. Tries to use legal terminology to scare away the complaint. One example - the time frame he uses when we are playing, bank records show a later time when my card was swiped than what he was claiming. You don't start bowling the second you walk into an establishment making his time frame of play not accurate. 4-No signs were posted within the building showing the policy for refunds - according to his response we should get a refund because we did have a Pin Malfunction that I didn't even mention before. 5-I just want the business to take accountability and to learn from this. Take care of your future customers. That's what owning a business is all about, swallowing your pride and making things right even if its only $30 dollars. I wish them the best of luck in their business and their future customers.
Sincerely,
[redacted]