The Coliseum

June 4, 2018

To Whom It May Concern:

In regard to the complaint submitted, we were contacted via phone and we wanted tosatisfy her concerns directly, we were told she was to give us until the end of that week to do so. The complaint was submitted to Revdex.com the same day she called, giving us no time to research the complaint, nor resolve with her directly. It was explained to her on the phone we could’ve resolved this with her the day of the event, had she asked to speak with the manager or expressed her concerns to the server assigned to her event. We were completely blind sided by this complaint as her and her husband raved to several employees about what a great time they had, as well as thanked everyone numerous times.

Although there was a buffet start time listed on the proposal, this time can be altered due to guest arrival time, etc. This is for the food to be hot and fresh for guests. Due to this, times will be adjusted.

The client preferred to use her Penn State décor napkins and wanted ours removed. Once the server observed her preferred napkins were getting low they were replaced with the original napkins we had on the buffet upon arrival.

The client did purchase bottomless non-alcoholic beverages for the event and we put out a variety of sodas and juices of their choice. The soda pitchers were marked with garnishes standard within the industry to identify which is which and Root Beer was not used on this event. We have never had an issue with this in the past as other events have been able to clearly identify which is Diet Coke, Lemonade, Water Etc.

The original request was to have 5 tables and we prefer 10 seats max at each table however, canaccommodate 12 at each table if needed. When the client arrived asking for 60 seats we were under the impression she still wanted just 5 tables and that is the reason the server put 2 more chairs at each table. Again, had the client communicated she would’ve preferred another table instead we would have accommodated her request immediately.

We do try our best to keep our lanes in working condition but from time to time things do happen that are out of our of our control. Unfortunately, that evening one of her lanes did have technical difficulty that we could not immediately ?x and that is the reason we had to move their lane. The bowling tech that was “bowling next to them” was testing the lane to make sure it would be in good working condition for them or the next customers assigned to that lane. That is how we test the lanes after we repair them, we must bowl on them to ensure a good playing game before we open it back up. I do believe there was a communication break downwhen it came time to reduce the lanes down to 2 at the 8pm start time. We were just simply asking them to return the shoes of who would not be bowling on the second hour. At no time did we mean they all had to return their shoes and ask for them again, that would make absolutely no sense.

We have every desire to address the customers’ needs and provide the best solution available to resolve her issue. Please accept our sincerest apology for any trouble or inconvenience we have caused her. We highly appreciate her feedback as it will assist us in becoming better at what we do. As with any business, the greatest advertising we can have is word of mouth from a satis?ed customer. It’s our goal to retain her as a customer and will hope to serve them again in the future.

We would like to honor *** original request of a refund in the amount of $120.00 (2 lanes-1 hour each at the rate of $50 per lane per hour).

Please let me us know how we should proceed with processing this refund for ***. Thank you for your time.

Sincerely,Holly B.Manager, Megaplex Management