The Laser Tag Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The staff on duty that night (refereeing the game) stated during the game that the company had been having equipment difficulty all week and was down to functioning packs He stated that they rotated the packs out in hopes that they would work for the customers He stated that he had made repeated requests to the home company to update and improve equipment, but the company "would rather just take customer's money" and not spend any of their own That being said, I stand by my complaint that this company "knowingly sells services using faulty equipment" and that was also indicated by their staff I also reject the notion that a company would have an absolute "no refunds" policy even when the company is the one at fault This company seems to prey on unsuspecting consumers whom the majority of which do not reside in the towns were the entertainment/laser tag complexes are That being said, I will not be doing business with such an unethical company and will mail the gift card back to the main company I feel it is absurd that a company should be so unreasonable when they are clearly at fault in the matter Additionally, I do not live anywhere close to a place where The Laser Tag Group does business I feel the "gift card" is an insult to my intelligence and a profit in the companies pocket I will not be able to use it without a mile drive, nor have the desire to solicit a company with unethical business practices This is not a resolution that is satisfactory to me Would a twenty dollar cash refund really hurt this company? Regards, [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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Worst Customer Service Experience of My Life- I attended a laser tag event at UltraZone in Falls Church on February 27, I was really looking forward to acting like kids again and playing laser tag for a friend’s 29th birthdayI wasn’t able to get there right when the party started because we had another event earlier that dayWe arrived at approximately 9:00pm and paid $for two bands for unlimited laser tagThe group was in their first game when we got there and it was about to endAt approximately 10:25pm, I approached the Manager on site and informed them that we hadn’t played a game since the time that I arrived which was around 9:00pmI also asked when we were expecting to have our next game would be and they said that we wouldn’t play for another minutesI asked them if there was any way to move this up since we hadn’t had the opportunity to play since 9:00pmI had to leave the party around 11:00pmI asked for a refund since we had to leave and we had been awaiting for around hours to play and hadn’t played one gameThe Manager said that they couldn’t offer refunds at their location and that I would have to connect the corporate office on MondayI didn’t think it was going to be a problem since we paid $and didn’t have the opportunity to play a single game for two hoursThe location was super busy so all I wanted was a refundI called the corporate office and spoke to a ManagerHe began to raise his voice at meI asked him several times to please stop raising his voiceI tried to inform him of the situation but he instead kept telling me that I was lyingI told him that I could send him my receipts from Uber and Lyft of the times that I arrived and leftI have never felt so belittledHe then kept yelling at me and tell me that I wasn’t telling the truth and that my story didn’t make senseHe said that I could take him yelling at me or I could hang upI asked to speak to another Manager since he was yelling and he said no he was the Owner and the bossHe didn't resolve my request because he said he was certain that I was lying about my experienceI was truly shocked at the level of unprofessional the Owner hadI have worked in the service industry and understand that some customers can be difficult depending on the situation however I don’t believe my request for a refund was unreasonableI would warn you to not go to any of their laser tag facilitiesI would recommend S [redacted] C [redacted] in Sterling, VA if you are looking for a great laser tag place in the Northern Virginia Area

www. LaserTag Group.comDecember 10, 2015 [redacted] RevDex.com1411 K Street, NW, 10" Floor Washington, DC 20005-3404 DEC 15— Re: Complaint # [redacted] Dear [redacted] :The Laser Tag Group has received the complaint filed by [redacted] and we are happy to respond. As ***... [redacted] has clearly been advised many times, Gearworks Laser Tag and Family Amusement Center has a strict no refund policy. This policy is posted on signs throughout our building (one of which is posted on our cash register itself) and it’s clearly outlined on the receipt that was provided to [redacted] when she paid for her games of laser tag.Based on the details of her complaint and the information provided by the store staff, it’s clear that [redacted] ’s entire group participated (to at least some degree) in playing laser tag. While we apologize that [redacted] encountered problems with her equipment, we are certainly happy to rectify those problems and provide her with a fully functioning pack. Unfortunately we cannot offer her a refund. [redacted] ’s suggestion that Gearworks is engaged in.” Knowingly selling services with faulty equipment” is absolutely false.In an effort to resolve the matter fairly, we have mailed a gift card in the amount of $20 to [redacted] ’s home address. The card does not expire and can be used at any of our locations. We look forward to [redacted] 's next visit to any of our stores.Please feel free to contact our office if you have any further questions, thanks.Mike L [redacted] Vice President, Corporate & Public Affairs www.LaserTaggroup.comCc: [redacted] CS/MLCorporate Headquarters: 21441 Pacific Blvd. • Suite #200 • Sterling, VA 20166 - (703) 757-8500

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The staff on duty that night (refereeing the game) stated during the game that the company had been having equipment difficulty all week and was down to functioning packs He stated that they rotated the packs out in hopes that they would work for the customers He stated that he had made repeated requests to the home company to update and improve equipment, but the company "would rather just take customer's money" and not spend any of their own That being said, I stand by my complaint that this company "knowingly sells services using faulty equipment" and that was also indicated by their staff I also reject the notion that a company would have an absolute "no refunds" policy even when the company is the one at fault This company seems to prey on unsuspecting consumers whom the majority of which do not reside in the towns were the entertainment/laser tag complexes are That being said, I will not be doing business with such an unethical company and will mail the gift card back to the main company I feel it is absurd that a company should be so unreasonable when they are clearly at fault in the matter Additionally, I do not live anywhere close to a place where The Laser Tag Group does business I feel the "gift card" is an insult to my intelligence and a profit in the companies pocket I will not be able to use it without a mile drive, nor have the desire to solicit a company with unethical business practices This is not a resolution that is satisfactory to me Would a twenty dollar cash refund really hurt this company?
Regards,
*** ***

www. LaserTag Group.comDecember 10, 2015[redacted]Revdex.com1411 K Street, NW, 10" Floor  Washington, DC 20005-3404 DEC 15— Re: Complaint #[redacted]Dear [redacted]:The Laser Tag Group has received the complaint filed by [redacted] and we are happy to respond. As [redacted]...

[redacted] has clearly been advised many times, Gearworks Laser Tag and Family Amusement Center has a strict no refund policy. This policy is posted on signs throughout our building (one of which is posted on our cash register itself) and it’s clearly outlined on the receipt that was provided to [redacted] when she paid for her games of laser tag.Based on the details of her complaint and the information provided by the store staff, it’s clear that [redacted]’s entire group participated (to at least some degree) in playing laser tag. While we apologize that [redacted] encountered problems with her equipment, we are certainly happy to rectify those problems and provide her with a fully functioning pack. Unfortunately we cannot offer her a refund.[redacted]’s suggestion that Gearworks is engaged in.” Knowingly selling services with faulty equipment” is absolutely false.In an effort to resolve the matter fairly, we have mailed a gift card in the amount of $20 to [redacted]’s home address. The card does not expire and can be used at any of our locations. We look forward to [redacted]'s next visit to any of our stores.Please feel free to contact our office if you have any further questions, thanks.Mike L[redacted] Vice President, Corporate & Public Affairs www.LaserTaggroup.comCc: [redacted] CS/MLCorporate Headquarters: 21441 Pacific Blvd. • Suite #200 • Sterling, VA 20166 - (703) 757-8500

Worst Customer Service Experience of My Life-
I attended a laser tag event at UltraZone in Falls Church on February 27, 2016. I was really looking forward to acting like kids again and playing laser tag for a friend’s 29th birthday.
I wasn’t able to get there right when the party started because we had another event earlier that day. We arrived at approximately 9:00pm and paid $40 for two bands for unlimited laser tag. The group was in their first game when we got there and it was about to end.
At approximately 10:25pm, I approached the Manager on site and informed them that we hadn’t played a game since the time that I arrived which was around 9:00pm. I also asked when we were expecting to have our next game would be and they said that we wouldn’t play for another 25 minutes. I asked them if there was any way to move this up since we hadn’t had the opportunity to play since 9:00pm.
I had to leave the party around 11:00pm. I asked for a refund since we had to leave and we had been awaiting for around 2 hours to play and hadn’t played one game. The Manager said that they couldn’t offer refunds at their location and that I would have to connect the corporate office on Monday.
I didn’t think it was going to be a problem since we paid $40 and didn’t have the opportunity to play a single game for two hours. The location was super busy so all I wanted was a refund.
I called the corporate office and spoke to a Manager. He began to raise his voice at me. I asked him several times to please stop raising his voice. I tried to inform him of the situation but he instead kept telling me that I was lying. I told him that I could send him my receipts from Uber and Lyft of the times that I arrived and left. I have never felt so belittled. He then kept yelling at me and tell me that I wasn’t telling the truth and that my story didn’t make sense. He said that I could take him yelling at me or I could hang up. I asked to speak to another Manager since he was yelling and he said no he was the Owner and the boss. He didn't resolve my request because he said he was certain that I was lying about my experience.
I was truly shocked at the level of unprofessional the Owner had. I have worked in the service industry and understand that some customers can be difficult depending on the situation however I don’t believe my request for a refund was unreasonable.
I would warn you to not go to any of their laser tag facilities. I would recommend S[redacted] in Sterling, VA if you are looking for a great laser tag place in the Northern Virginia Area.

[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 [redacted], and find that...

this resolution is satisfactory to me. 
Regards,
[redacted]

www. LaserTag Group.com
December 10, 2015
[redacted]
Revdex.com
1411 K Street, NW, 10" Floor
 Washington, DC 20005-3404 
DEC 15
— Re: Complaint #[redacted]
Dear [redacted]:
The Laser Tag Group has received the...

complaint filed by [redacted] and we are happy to respond. As [redacted] has clearly been advised many times, Gearworks Laser Tag and Family Amusement Center has a strict no refund policy. This policy is posted on signs throughout our building (one of which is posted on our cash register itself) and it’s clearly outlined on the receipt that was provided to [redacted] when she paid for her games of laser tag.Based on the details of her complaint and the information provided by the store staff, it’s clear that [redacted]’s entire group participated (to at least some degree) in playing laser tag. While we apologize that [redacted] encountered problems with her equipment, we are certainly happy to rectify those problems and provide her with a fully functioning pack. Unfortunately we cannot offer her a refund.
[redacted]’s suggestion that Gearworks is engaged in.” Knowingly selling services with faulty equipment” is absolutely false.
In an effort to resolve the matter fairly, we have mailed a gift card in the amount of $20 to [redacted]’s home address. The card does not expire and can be used at any of our locations. We look forward to [redacted]'s next visit to any of our stores.
Please feel free to contact our office if you have any further questions, thanks.
Mike L[redacted]
Vice President, Corporate & Public Affairs www.LaserTaggroup.comCc: [redacted]
CS/ML
Corporate Headquarters: 21441 Pacific Blvd. • Suite #200 • Sterling, VA 20166 - (703) 757-8500

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The staff on duty that night (refereeing the game) stated during the game that the company had been having equipment difficulty all week and was down to 9 functioning packs.  He stated that they rotated the packs out in hopes that they would work for the customers.  He stated that he had made repeated requests to the home company to update and improve equipment, but the company "would rather just take customer's money" and not spend any of their own.  That being said, I stand by my complaint that this company "knowingly sells services using faulty equipment" and that was also indicated by their staff.  I also reject the notion that a company would have an absolute "no refunds" policy even when the company is the one at fault.  This company seems to prey on unsuspecting consumers whom the majority of which do not reside in the towns were the entertainment/laser tag complexes are.  
That being said, I will not be doing business with such an unethical company and will mail the gift card back to the main company.  I feel it is absurd that a company should be so unreasonable when they are clearly at fault in the matter.  Additionally, I do not live anywhere close to a place where The Laser Tag Group does business.  I feel the "gift card" is an insult to my intelligence and a profit in the companies pocket.  I will not be able to use it without a 120 mile drive, nor have the desire to solicit a company with unethical business practices.  This is not a resolution that is satisfactory to me.  Would a twenty dollar cash refund really hurt this company?
Regards,
[redacted]