At the Roller Cave we live by a few simple words .Clean-Safe-Fun Those are the things that we strive for to provide the very best skating experience possible To remind our patrons and staff why we are here we have a twenty feet long banner when you walk in that reads “Together we make skating memories that last a lifetime.” We work very hard to ensure that every guest has a great time and that together we make those great skating memories Enforcing safety rules is something that all of our staff takes very seriously Unfortunately, not all customers are responsive to general safety announcements and signs Informing some patrons of rules individually is something we must do to keep everyone safe, but not all guests choose to comply and sometimes do not respond positively to safety requests We serve a very diverse Indianapolis community, and we have done so with excellence for nearly years It is unfortunate that this customer has chosen to inject race into this discussion or to imply that it had anything to do with her experience When a customer makes the choice to walk on the skating surface in the wrong direction they put every skater at risk and the safety violation must be addressed When a child is skating out of control and runs into a staff member, that is a safety issue which must be addressed When a child is skating into traffic going the wrong way that is a safety concern that must be addressed It’s not profiling it is simply enforcing the rules and trying to keep everyone safe I have taken the time to look into the service record of the staff member with whom the customer took issue with I looked back for the past two years, all evaluations were positive, he has attended all mandatory training sessions, and there are no complaints or negative comments of any kind in his record The staff member was very troubled by the situation and the very confrontational manner with which the customer voiced her feelings I know from speaking with him that he took the verbal assault on him from the customer that day very personally and he was deeply troubled by the events I stand by my community, I stand by my staff, and I stand by our record of excellence As a team we will continue to work hard to provide this great community and all of our guests a clean, safe, and fun skating experience I typically don’t mind giving refunds to anyone who is unhappy It’s is typically not worth the argument or the hurt feelings on either side We are a good time place where people come to have fun, we don’t like telling people no, we don’t ever want anyone to leave unhappy In this case however, I cannot in good conscience offer any refund to this customer I believe that doing so would be encouraging a negative behavior If customer would not have made such awful allegations of “discrimination, profiling, and stereotyping” to get her way and receive a refund, then I would have said fine I believe she is trying to use fear and the Revdex.com to get her way and I will not take any part in supporting or condoning such behavior Sincerely, Luke [redacted] General Manager The Roller Cave
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company basically stated that my allegations were and I was not a victim of racism or being profiledI was further profiled with their response by stating I am a negative costumer w/ negative behavior, as stated before the General manager did not even attempt to hear my side of the storySo without contact how would one know that? I asked who he was when the police got there because he approached them as if he called them... I spoke with the manger on duty for the night and she could not find a resolutionSo I called the policeThey did not offer any help because it was civilI believe there is a reason he is fighting the refund or even an apologyIn the response it stated that typically he does not mind giving a refund to unhappy peopleI am un happy and he is giving another excuse if I am lying (which I am not) one thing that is for sure is that children were involved in whatever dispute and there time was cut short due to a incident they were unable to skate the full amount of time I paid forHonestly its $that I worked for and this company does not need it but if you want to keep my money the least you can do is be honest and offer an apology or state how you handled the situation wrongThis man will not because he did not even want to approach me like I was not standing there or being calm after a staff member was extremely UNRULY! I think "negative behavior would be acting out in an establishment and placing my hands on people! Each time I have tried to go to a higher chain of command but this manager is stating he is above allI work and have to abide by rules everyday like every other adultWhat reason would I have to come to this establishment for the 1ST time ever and pick a fight with my children with me? The employee can not do that and if he stands by his employee that is fine but not right and he will have a higher power to answer toI cannot make him do what is right but what goes around comes aroundFacts: 1st time visiting establishment, Felt as if I was being profiled, paid money for a service that was not fully fulfilled,, There was a "dispute" between me the customer and an employee, The general manager was there and never had a conversation with me about the incident, only spoke with staff, no apology to children (at least) no apology to me just accused of being negative and no refund. like I stated there is no other reason a general manager will react that way besides the fact he took one look at me and felt as if I was not worth being addressed customer or not so what we have her money she's a non factor! the response I was given shows just that! Very contradicting!!!! Sad. Regards,*** ***
At the Roller Cave we live by a few simple words….Clean-Safe-Fun. Those are the things that we strive for to provide the very best skating experience possible. To remind our patrons and staff why we are here we have a twenty feet long banner when you walk in that...
reads “Together we make skating memories that last a lifetime.” We work very hard to ensure that every guest has a great time and that together we make those great skating memories. Enforcing safety rules is something that all of our staff takes very seriously. Unfortunately, not all customers are responsive to general safety announcements and signs. Informing some patrons of rules individually is something we must do to keep everyone safe, but not all guests choose to comply and sometimes do not respond positively to safety requests.
We serve a very diverse Indianapolis community, and we have done so with excellence for nearly 40 years. It is unfortunate that this customer has chosen to inject race into this discussion or to imply that it had anything to do with her experience. When a customer makes the choice to walk on the skating surface in the wrong direction they put every skater at risk and the safety violation must be addressed. When a child is skating out of control and runs into a staff member, that is a safety issue which must be addressed. When a child is skating into traffic going the wrong way that is a safety concern that must be addressed. It’s not profiling it is simply enforcing the rules and trying to keep everyone safe. I have taken the time to look into the service record of the staff member with whom the customer took issue with. I looked back for the past two years, all evaluations were positive, he has attended all mandatory training sessions, and there are no complaints or negative comments of any kind in his record. The staff member was very troubled by the situation and the very confrontational manner with which the customer voiced her feelings. I know from speaking with him that he took the verbal assault on him from the customer that day very personally and he was deeply troubled by the events.
I stand by my community, I stand by my staff, and I stand by our record of excellence. As a team we will continue to work hard to provide this great community and all of our guests a clean, safe, and fun skating experience. I typically don’t mind giving refunds to anyone who is unhappy. It’s is typically not worth the argument or the hurt feelings on either side. We are a good time place where people come to have fun, we don’t like telling people no, we don’t ever want anyone to leave unhappy. In this case however, I cannot in good conscience offer any refund to this customer. I believe that doing so would be encouraging a negative behavior. If customer would not have made such awful false allegations of “discrimination, profiling, and stereotyping” to get her way and receive a refund, then I would have said fine. I believe she is trying to use fear and the Revdex.com to get her way and I will not take any part in supporting or condoning such behavior.
Sincerely,
Luke [redacted]
General Manager
The Roller Cave
At the Roller Cave we live by a few simple words .Clean-Safe-Fun Those are the things that we strive for to provide the very best skating experience possible To remind our patrons and staff why we are here we have a twenty feet long banner when you walk in that reads “Together we make skating memories that last a lifetime.” We work very hard to ensure that every guest has a great time and that together we make those great skating memories Enforcing safety rules is something that all of our staff takes very seriously Unfortunately, not all customers are responsive to general safety announcements and signs Informing some patrons of rules individually is something we must do to keep everyone safe, but not all guests choose to comply and sometimes do not respond positively to safety requests We serve a very diverse Indianapolis community, and we have done so with excellence for nearly years It is unfortunate that this customer has chosen to inject race into this discussion or to imply that it had anything to do with her experience When a customer makes the choice to walk on the skating surface in the wrong direction they put every skater at risk and the safety violation must be addressed When a child is skating out of control and runs into a staff member, that is a safety issue which must be addressed When a child is skating into traffic going the wrong way that is a safety concern that must be addressed It’s not profiling it is simply enforcing the rules and trying to keep everyone safe I have taken the time to look into the service record of the staff member with whom the customer took issue with I looked back for the past two years, all evaluations were positive, he has attended all mandatory training sessions, and there are no complaints or negative comments of any kind in his record The staff member was very troubled by the situation and the very confrontational manner with which the customer voiced her feelings I know from speaking with him that he took the verbal assault on him from the customer that day very personally and he was deeply troubled by the events I stand by my community, I stand by my staff, and I stand by our record of excellence As a team we will continue to work hard to provide this great community and all of our guests a clean, safe, and fun skating experience I typically don’t mind giving refunds to anyone who is unhappy It’s is typically not worth the argument or the hurt feelings on either side We are a good time place where people come to have fun, we don’t like telling people no, we don’t ever want anyone to leave unhappy In this case however, I cannot in good conscience offer any refund to this customer I believe that doing so would be encouraging a negative behavior If customer would not have made such awful allegations of “discrimination, profiling, and stereotyping” to get her way and receive a refund, then I would have said fine I believe she is trying to use fear and the Revdex.com to get her way and I will not take any part in supporting or condoning such behavior Sincerely, Luke [redacted] General Manager The Roller Cave
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company basically stated that my allegations were and I was not a victim of racism or being profiledI was further profiled with their response by stating I am a negative costumer w/ negative behavior, as stated before the General manager did not even attempt to hear my side of the storySo without contact how would one know that? I asked who he was when the police got there because he approached them as if he called them... I spoke with the manger on duty for the night and she could not find a resolutionSo I called the policeThey did not offer any help because it was civilI believe there is a reason he is fighting the refund or even an apologyIn the response it stated that typically he does not mind giving a refund to unhappy peopleI am un happy and he is giving another excuse if I am lying (which I am not) one thing that is for sure is that children were involved in whatever dispute and there time was cut short due to a incident they were unable to skate the full amount of time I paid forHonestly its $that I worked for and this company does not need it but if you want to keep my money the least you can do is be honest and offer an apology or state how you handled the situation wrongThis man will not because he did not even want to approach me like I was not standing there or being calm after a staff member was extremely UNRULY! I think "negative behavior would be acting out in an establishment and placing my hands on people! Each time I have tried to go to a higher chain of command but this manager is stating he is above allI work and have to abide by rules everyday like every other adultWhat reason would I have to come to this establishment for the 1ST time ever and pick a fight with my children with me? The employee can not do that and if he stands by his employee that is fine but not right and he will have a higher power to answer toI cannot make him do what is right but what goes around comes aroundFacts: 1st time visiting establishment, Felt as if I was being profiled, paid money for a service that was not fully fulfilled,, There was a "dispute" between me the customer and an employee, The general manager was there and never had a conversation with me about the incident, only spoke with staff, no apology to children (at least) no apology to me just accused of being negative and no refund. like I stated there is no other reason a general manager will react that way besides the fact he took one look at me and felt as if I was not worth being addressed customer or not so what we have her money she's a non factor! the response I was given shows just that! Very contradicting!!!! Sad. Regards,*** ***
At the Roller Cave we live by a few simple words….Clean-Safe-Fun. Those are the things that we strive for to provide the very best skating experience possible. To remind our patrons and staff why we are here we have a twenty feet long banner when you walk in that...
reads “Together we make skating memories that last a lifetime.” We work very hard to ensure that every guest has a great time and that together we make those great skating memories. Enforcing safety rules is something that all of our staff takes very seriously. Unfortunately, not all customers are responsive to general safety announcements and signs. Informing some patrons of rules individually is something we must do to keep everyone safe, but not all guests choose to comply and sometimes do not respond positively to safety requests.
We serve a very diverse Indianapolis community, and we have done so with excellence for nearly 40 years. It is unfortunate that this customer has chosen to inject race into this discussion or to imply that it had anything to do with her experience. When a customer makes the choice to walk on the skating surface in the wrong direction they put every skater at risk and the safety violation must be addressed. When a child is skating out of control and runs into a staff member, that is a safety issue which must be addressed. When a child is skating into traffic going the wrong way that is a safety concern that must be addressed. It’s not profiling it is simply enforcing the rules and trying to keep everyone safe. I have taken the time to look into the service record of the staff member with whom the customer took issue with. I looked back for the past two years, all evaluations were positive, he has attended all mandatory training sessions, and there are no complaints or negative comments of any kind in his record. The staff member was very troubled by the situation and the very confrontational manner with which the customer voiced her feelings. I know from speaking with him that he took the verbal assault on him from the customer that day very personally and he was deeply troubled by the events.
I stand by my community, I stand by my staff, and I stand by our record of excellence. As a team we will continue to work hard to provide this great community and all of our guests a clean, safe, and fun skating experience. I typically don’t mind giving refunds to anyone who is unhappy. It’s is typically not worth the argument or the hurt feelings on either side. We are a good time place where people come to have fun, we don’t like telling people no, we don’t ever want anyone to leave unhappy. In this case however, I cannot in good conscience offer any refund to this customer. I believe that doing so would be encouraging a negative behavior. If customer would not have made such awful false allegations of “discrimination, profiling, and stereotyping” to get her way and receive a refund, then I would have said fine. I believe she is trying to use fear and the Revdex.com to get her way and I will not take any part in supporting or condoning such behavior.
Sincerely,
Luke [redacted]
General Manager
The Roller Cave