Spectrum Sports Academy

I have reviewed the response offer 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.I guess I'll respond to each aspect of [redacted]s responses....1. [redacted] admits that she cannot see in the video if the door came back on my shoe because the video was unclear. Also it's not my role to tell someone to hold a door for me. If someone wants to open a door or help someone out that is their curtocy to offer. [redacted] also states that I did not look at my shoe as soon as the door hit my shoe; that's not true because as soon as it happened I looked at my shoe because the door caught my shoe hence the puncture wound in my shoe which is clearly shown in the above pictures. 2. [redacted] states that the door does not have sharp edges which is also a lie because the pictures attached clearly show the door has sharp edges which punctured my shoe. [redacted] says the door has weather stripping well that is true for the side of the door but weather stripping is weather stripping not molding which helps protect sharp corners. The attached pictures ,again, clearly shoe these doors have very sharp corners with NO MOLDING. 3. [redacted] is wrong again in that I did look at my shoe to see what the door had done to my shoe. [redacted] is correct in that I immediately showed the damage to your staff. 4. I showed the damage to your staff and asked them what they were going to do about this. I never demanded anything. I did ask to speak to the manager and the front desk employee said [redacted] was off until Monday and that I could contact her then. In reference to the damage to the shoe the attached pictures clearly show a puncture and in no way is this a manufactures defect like [redacted] tried to blame it on. 5. [redacted] admits that she has pictures of the puncture to the shoe and pictures of the door that show a door having a very sharp edge with no molding6. [redacted] would only say that my claim had "no validity". I asked several other questions and [redacted] would only say your claim has "no validity" or she wouldn't answer me.  I did ask [redacted] if she was going to help pay for the shoes or pay for the shoes in their entirety because her company was at fault for the damage to the shoes and again all she would say is "your claim has no validity". I asked [redacted] if there was anyone I could speak to above her and she said she was the owner and that she was the "top of the food chain". I finally asked [redacted] if she was going to do anything in this matter and she said ,again, " your claim has no validity" and [redacted] HUNG UP ON ME.  7. In conclusion, you can clearly see the discrepancy's in [redacted]'s statements. The pictures alone discredit what she's saying. I only asked [redacted] if she was going to stand behind the company she states she owns and do the right thing. [redacted] never once offered to even just pay half or even offer an apology. [redacted] clearly tries to give excuses and even tries to blame the manufacturer. Like I said before the pictures show it all. The pictures show the sharp corners on the doors with no molding and a puncture to my shoe consistent with what happened. [redacted] needs to show professionalism in taking responsibility for the damage her company caused. Finally, at this point I do ask that [redacted] "owner of the Spectrum" pay to replace my shoes. The shoes that were damaged were new and cost me over $160 with tax.  [redacted] 
Regards,
[redacted]

First, let me say that I deeply regret that Mr. [redacted] feels that he has had a bad experience with Spectrum Sports Academy.  Myself, along with my staff, strive to always make sure every customer has a great experience with our business.  In response to Mr. [redacted]'s complaint, I am going to...

comment on each item he claimed to have happened to him while attending our basketball tournament on July 9th, 2016.1.  Mr. [redacted] made the statement that he had to use his foot to "prop open the door" to access the building.  After reviewing the video footage, Mr. [redacted], while holding one son on his left hip/hand and pushing a stroller with another child in it, approached the left side double entrance doors at 13:03:31.  The video footage clearly shows the left side of the double doors both closed and Mr. [redacted] trying to maneuver his stroller to open the right side double door. As he is moving the stroller to his left side, a man opens the other side of the double door. There is also a man standing behind Mr. [redacted] who could have clearly held the door open for him if needed. It is unclear that Mr. [redacted] used his foot to prop open the door or if he was propping it open with his right hip. There was no break in his movement. Mr. [redacted] did not try to fix his shoe nor did he look down to his shoe.  There were also 3 people standing behind Mr. [redacted] following directly behind.  (this account is only the video footage at the outside entrance doors)2.  Mr. [redacted] made the statement that the "door does not have molding and bottom edges are very sharp".  I, as well as my staff, personally examined the doors after the incident.  The door has weather stripping on the inside panel of the door.  The bottom of each door is rounded to close properly to the other door.  The bottom of each door is a standard door.  Spectrum Sports Academy has two sets of double doors to enter the front of the building.  There was no sign of residue from the puncture or anything that would make a round hole in Mr. [redacted]'s shoe.3. The video footage also shows Mr. [redacted] entering through the 2nd set of double doors and goes directly to the front desk while still holding his child and pushing the stroller. The video footage was at 13:03:40.  At no time did Mr. [redacted] stop at the 1st set of double doors to look at his shoe, pull his shoe from under the door or even hold his foot up to examine his shoe. At 13:03:45, Mr. [redacted] went directly to the front desk.  He picked up his foot, with shoe still on, to show our front desk manager and our front gate worker his shoe.  4.  Our front desk manager texted me (I was off) and stated that Mr. [redacted] wanted us to pay $160.00 to him for the damage the door did to his shoe. The front desk manager stated that is was a round hole puncture to his shoe.  I made a statement to our front desk manager that might be impossible for the door to make a puncture hole of that nature.  I then told our front desk manager that Mr. [redacted] might have a defect in his shoe and to contact Nike directly.  Our front desk manager stated to Mr. [redacted] that he would need to talk to me directly if he wanted more information about the complaint. Our front desk manager stated to Mr. [redacted] that I would not be back until the following week. He could contact me then. 5.  Mr. [redacted], first called my personal cell phone, the same day at 3:35pm, to express the complaint. Mr. [redacted] then texted my personal cell phone the same day at 4:27pm.  Contained within the text, were 4 pictures.  Two of the doors and two of his shoes.  I have kept the voicemail as well as the text message. 6.  Upon returning back to the office the following week, Mr. [redacted] called my personal cell phone again on July 12, 2016 at 11:03AM.  I was in a meeting at that time and returned Mr. [redacted]'s phone call and left him a message to return my call.  In the message, I asked that Mr. [redacted] contact me on my business phone at [redacted].  Mr. [redacted] returned my call and Mr. [redacted] told me again that we had incorrect doors, they had sharp edges and that they damaged his shoe.  Mr. [redacted] then asked if Spectrum was going to pay him $160.00 for the damaged shoes.  I stated to Mr. [redacted] that I had personally reviewed (along with my staff) the video footage of the incident.  I stated to Mr. [redacted] all that is stated above. Mr. [redacted] stated to me, "so you are not going to reimburse me for my shoes?"  I stated that Spectrum would not be reimbursing him for the cost of his shoe. I also stated that the video footage showed no validity to his claim.  Mr. [redacted] kept stating to me "so you are not paying for my shoes?"  Again, I stated "there is no validity to your claim." I also stated to Mr. [redacted] that our entry doors meet code and that we have thousands of people who attend events at our facility and never had an issue of this nature.  I also stated to Mr. [redacted] that the video clearly showed that he had one hand occupied with one child and the other hand occupied with the stroller.  Mr [redacted] then stated to me that his son was standing beside him.  I refuted that claim due to the video showing otherwise.  Mr. [redacted] then asked if there was anyone over me that he could speak with. I stated to Mr. [redacted] that I am the General Manager and that I handle all complaints. I was the top person he could talk to.  Mr. [redacted] then asked if Spectrum was a member of the Revdex.com.  I stated yes and he said "I am going to file a complaint".  I stated to Mr. [redacted] that I hated he felt that way but again there is no validity to his claim. Mr. [redacted] was silent and then he hung up. 7.  At 1:27am on July 21, 2016, I received the official complaint via email from Revdex.com.

Review: On July 9th, 2016 I, [redacted], attended a basketball tournament with 3 of my children to watch my 4th child play in the tournament. As I was walking into the Spectrum building I had to prop the door open with my foot to push my stroller through the door since there is no Handicap/Stroller access to this building. there isn't even door stops to prop the door open for a moment to push a stroller/wheelchair through the door. The door does not have molding on the door anywhere especially on the bottom so the edges of the door are very sharp. I was wearing a brand new pair of Nike Air 360 shoes which cost me over $160. As I tried to push my stroller through the door the door came back on my foot(shoe) and punctured the side of my shoe causing the air pocket to go flat. The shoe is now worthless. I contacted the Front Desk manager and he put me in touch with [redacted]. The front desk manager said that at first [redacted] told him to tell me to just contact [redacted] and they would replace the shoe. I told them that this wasn't true because it wasn't a manufactures defect it was the Spectrums door that caused this damage. I even told the front desk manager to review the video on the premises because it would show what happened. I took pictures of the door showing that it doesn't have any molding and that it has very sharp edges that punctured my shoe. I also took pictures of my shoe. The front desk manager also took pictures of my shoe. [redacted] (owner of the Spectrum) finally called me back on July 12th, 2016 and said that my complaint "had no validity" . [redacted] said she reviewed the video and couldn't see anything. I asked her if she just didn't see it, if the video wasn't clear, and/or was the video just unclear. [redacted] would not answer me and would only keep repeating that my claim "had no validity". I asked [redacted] what she was going to do to help out and all she would say is "your claim has no validity". I asked if I could speak to someone else and [redacted] just said that she was the owner and "your claim has no validity".Desired Settlement: I would like my Nike Air 360 shoe(s) replaced. They were $160 plus tax from Nike.com

Business

Response:

First, let me say that I deeply regret that Mr. [redacted] feels that he has had a bad experience with Spectrum Sports Academy. Myself, along with my staff, strive to always make sure every customer has a great experience with our business. In response to Mr. [redacted]'s complaint, I am going to comment on each item he claimed to have happened to him while attending our basketball tournament on July 9th, 2016.1. Mr. [redacted] made the statement that he had to use his foot to "prop open the door" to access the building. After reviewing the video footage, Mr. [redacted], while holding one son on his left hip/hand and pushing a stroller with another child in it, approached the left side double entrance doors at 13:03:31. The video footage clearly shows the left side of the double doors both closed and Mr. [redacted] trying to maneuver his stroller to open the right side double door. As he is moving the stroller to his left side, a man opens the other side of the double door. There is also a man standing behind Mr. [redacted] who could have clearly held the door open for him if needed. It is unclear that Mr. [redacted] used his foot to prop open the door or if he was propping it open with his right hip. There was no break in his movement. Mr. [redacted] did not try to fix his shoe nor did he look down to his shoe. There were also 3 people standing behind Mr. [redacted] following directly behind. (this account is only the video footage at the outside entrance doors)2. Mr. [redacted] made the statement that the "door does not have molding and bottom edges are very sharp". I, as well as my staff, personally examined the doors after the incident. The door has weather stripping on the inside panel of the door. The bottom of each door is rounded to close properly to the other door. The bottom of each door is a standard door. Spectrum Sports Academy has two sets of double doors to enter the front of the building. There was no sign of residue from the puncture or anything that would make a round hole in Mr. [redacted]'s shoe.3. The video footage also shows Mr. [redacted] entering through the 2nd set of double doors and goes directly to the front desk while still holding his child and pushing the stroller. The video footage was at 13:03:40. At no time did Mr. [redacted] stop at the 1st set of double doors to look at his shoe, pull his shoe from under the door or even hold his foot up to examine his shoe. At 13:03:45, Mr. [redacted] went directly to the front desk. He picked up his foot, with shoe still on, to show our front desk manager and our front gate worker his shoe. 4. Our front desk manager texted me (I was off) and stated that Mr. [redacted] wanted us to pay $160.00 to him for the damage the door did to his shoe. The front desk manager stated that is was a round hole puncture to his shoe. I made a statement to our front desk manager that might be impossible for the door to make a puncture hole of that nature. I then told our front desk manager that Mr. [redacted] might have a defect in his shoe and to contact Nike directly. Our front desk manager stated to Mr. [redacted] that he would need to talk to me directly if he wanted more information about the complaint. Our front desk manager stated to Mr. [redacted] that I would not be back until the following week. He could contact me then. 5. Mr. [redacted], first called my personal cell phone, the same day at 3:35pm, to express the complaint. Mr. [redacted] then texted my personal cell phone the same day at 4:27pm. Contained within the text, were 4 pictures. Two of the doors and two of his shoes. I have kept the voicemail as well as the text message. 6. Upon returning back to the office the following week, Mr. [redacted] called my personal cell phone again on July 12, 2016 at 11:03AM. I was in a meeting at that time and returned Mr. [redacted]'s phone call and left him a message to return my call. In the message, I asked that Mr. [redacted] contact me on my business phone at [redacted]. Mr. [redacted] returned my call and Mr. [redacted] told me again that we had incorrect doors, they had sharp edges and that they damaged his shoe. Mr. [redacted] then asked if Spectrum was going to pay him $160.00 for the damaged shoes. I stated to Mr. [redacted] that I had personally reviewed (along with my staff) the video footage of the incident. I stated to Mr. [redacted] all that is stated above. Mr. [redacted] stated to me, "so you are not going to reimburse me for my shoes?" I stated that Spectrum would not be reimbursing him for the cost of his shoe. I also stated that the video footage showed no validity to his claim. Mr. [redacted] kept stating to me "so you are not paying for my shoes?" Again, I stated "there is no validity to your claim." I also stated to Mr. [redacted] that our entry doors meet code and that we have thousands of people who attend events at our facility and never had an issue of this nature. I also stated to Mr. [redacted] that the video clearly showed that he had one hand occupied with one child and the other hand occupied with the stroller. Mr [redacted] then stated to me that his son was standing beside him. I refuted that claim due to the video showing otherwise. Mr. [redacted] then asked if there was anyone over me that he could speak with. I stated to Mr. [redacted] that I am the General Manager and that I handle all complaints. I was the top person he could talk to. Mr. [redacted] then asked if Spectrum was a member of the Revdex.com. I stated yes and he said "I am going to file a complaint". I stated to Mr. [redacted] that I hated he felt that way but again there is no validity to his claim. Mr. [redacted] was silent and then he hung up. 7. At 1:27am on July 21, 2016, I received the official complaint via email from Revdex.com.

Consumer

Response:

I have reviewed the response offer 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.I guess I'll respond to each aspect of [redacted]s responses....1. [redacted] admits that she cannot see in the video if the door came back on my shoe because the video was unclear. Also it's not my role to tell someone to hold a door for me. If someone wants to open a door or help someone out that is their curtocy to offer. [redacted] also states that I did not look at my shoe as soon as the door hit my shoe; that's not true because as soon as it happened I looked at my shoe because the door caught my shoe hence the puncture wound in my shoe which is clearly shown in the above pictures. 2. [redacted] states that the door does not have sharp edges which is also a lie because the pictures attached clearly show the door has sharp edges which punctured my shoe. [redacted] says the door has weather stripping well that is true for the side of the door but weather stripping is weather stripping not molding which helps protect sharp corners. The attached pictures ,again, clearly shoe these doors have very sharp corners with NO MOLDING. 3. [redacted] is wrong again in that I did look at my shoe to see what the door had done to my shoe. [redacted] is correct in that I immediately showed the damage to your staff. 4. I showed the damage to your staff and asked them what they were going to do about this. I never demanded anything. I did ask to speak to the manager and the front desk employee said [redacted] was off until Monday and that I could contact her then. In reference to the damage to the shoe the attached pictures clearly show a puncture and in no way is this a manufactures defect like [redacted] tried to blame it on. 5. [redacted] admits that she has pictures of the puncture to the shoe and pictures of the door that show a door having a very sharp edge with no molding6. [redacted] would only say that my claim had "no validity". I asked several other questions and [redacted] would only say your claim has "no validity" or she wouldn't answer me. I did ask [redacted] if she was going to help pay for the shoes or pay for the shoes in their entirety because her company was at fault for the damage to the shoes and again all she would say is "your claim has no validity". I asked [redacted] if there was anyone I could speak to above her and she said she was the owner and that she was the "top of the food chain". I finally asked [redacted] if she was going to do anything in this matter and she said ,again, " your claim has no validity" and [redacted] HUNG UP ON ME. 7. In conclusion, you can clearly see the discrepancy's in [redacted]'s statements. The pictures alone discredit what she's saying. I only asked [redacted] if she was going to stand behind the company she states she owns and do the right thing. [redacted] never once offered to even just pay half or even offer an apology. [redacted] clearly tries to give excuses and even tries to blame the manufacturer. Like I said before the pictures show it all. The pictures show the sharp corners on the doors with no molding and a puncture to my shoe consistent with what happened. [redacted] needs to show professionalism in taking responsibility for the damage her company caused. Finally, at this point I do ask that [redacted] "owner of the Spectrum" pay to replace my shoes. The shoes that were damaged were new and cost me over $160 with tax. [redacted]

Regards,