The Rink

Review: On 07/09/2016 myself and a group of nine others visted the rink for a birthday party and while at the rink we were not imformed by the cashier that skating at rink was in incriments of one hour and that we would have to pay an addtional amound of money per the next hour further, when we arrived at 5:30pm they did not tell us that we only had 30 minutes before having to pay again so around 6:00 pm we were told that we had to get off the skating floor and go pay again. Although we did pay the addtional amount of money for the next hour the owners daughter carried a vary negative attuide because we questioned the policies and asked why the cashier did not inform us of the fees and scheldule of skating for the time we were there. When we questioned them regarding why they did not inform us all the employees stood togather saying that did not have to tell us anything and if we didnt like their policies we could leave so I asked if I could speak with the manager and they said for what hes going to tell you the same thing and I said who is in charge and they said it did not matter and I told them if they could not provide information that I would make an complaint against them and the owners daughter said to who because the owner is my father and I said I would make a complaint to the state for the way they were treating us and about 30 minutes later the owner arrived and came to our table and said his daughter called him and that even though this is a buisness that is his daughter and that he would defend her even though she has a bad attuide and although many others have made complaints regarding her. Also we felt harrassed because the security officers and employees were following us and the owner came back trying to monitor us.Desired Settlement: I would love for myself and my guest to be refunded as well but more for Revdex.com so that other custumers are not mistreated and given poor information

Business

Response:

The information she stated is not correct our sessions are in increments of 2.5 hrs, not one hour like she stated. Our sessions on Saturday do not start at 5:30. We are closed from 5pm-6pm. We open at 6pm, our sessions are from 6-8:30, 8-10:30, and 10- midnight. The session times are on our front window when you walk up to pay. Also, when you get your hand stamped, it will have the session time you need to leave by. The stamp will have 8:30, 10:30, or midnight. If you choose to stay for the next session, its $2.25 for the next session. They came at 7pm and paid until 8:30. They were told if they stay the next session, it would be additional $2.25 or they would need to leave. We have everyone exit the floor at the end of each session and check hand stamps. Our security has the people come to the front of the building that need to pay for an extra session or leave. They did pay the extra amount and got to stay until 10:30. The owner's daughters' attitude did shift towards the negative side, only once she had started to get yelled at by a group of people about our policies and how they didn't agree with them. Our policies state we do not give refunds, and they skated for the session that they paid for.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: We were invited by friends to attend the free skate lesson Saturday morning July 18, 2015. Our friends said that they have gone once or twice and the lessons were casual and some people just skated around while others got skating tips. My younger daughter was very nervous to stay because skating is scary for her, but decided to give it a try. As I was getting my skates on, she mentioned to me several times that the lady teaching was mean to her. I said that we should just give it a try and see if we could learn a few things. The other teacher there that day was a man who was very friendly and interacted well with both of my children. As I entered the rink, my younger daughter was frustrated and ready to quit, so I said let's just go around once together and keep trying. We started in the regular skating direction. The female teacher pointed at me and said to turn around and go back to the beginner area which we we're starting to do when she came over to us. I was holding my daughters hand and was rudely told not to hold it and then the woman put her hands on my daughters shoulders and said, Don't be a chicken, and then started to give her instructions. That's when I calmly said, "My daughter is sensitive and really scared to skate. The way you're speaking to her isn't going to help. That's when she looked at me and professed that she was a national champion or something and was going to teach the way she wanted to teach. I said that we came just to have some fun and skate a little bit to which she said we had to leave the rink if we didn't want to be part of the lesson. My friend who invited us said that the week prior people are participating in the lesson and others were just free skating, so I said that I didn't think we should have to leave, but she kicked us off the rink and said to come back at ??, Im not sure what time. I said that we were just going to take our skates off and leave. Then she said I was being rude and my response to her was that no, in fact she was the one that was rude and I was not OK for her to call my daughter names. The male teacher working came over to see if we were OK, so I told him what happened and he apologized. I asked for a refund at the counter and was told that the only thing they could give me were passes for another day which of course we do not want. I grew up loving skating and was hoping my daughter would too. This instructor instead of encouraging her to try something that was really scary for her now caused her to be even more fearful. She cried all the way to the car and even said that now she's nervous to meet new people. Instead of being a positive influence in this young lady's life, this experience has actually been a detriment to her. I understand the value of a strong coach and instructor as I am a special education teacher, but an adult calling a child names is not OK. There is a big difference between saying, "You don't need to be scared. You got this. I'm right here," versus "Don't be a chicken." There was an opportunity this morning to teach and inspire a young girl and instead she was spoken too harshly and called names.Desired Settlement: I'm asking for a refund of $10, five dollars each for my daughter and myself. I also believe we deserve an apology from the instructor.

Business

Response:

This firm has been asked to respond on behalf of the Rink to the complaint of the above named individual pursuant to your online advice. It is our information that the coach in question did not tell the customer that her daughter was “chicken”. The daughter was doing fine but the mother was wanting to be involved. She was told to take the child back to beginner’s part of the rink at which the mother began to cry. She stated that her daughter was very sensitive and that the coach was speaking too harshly to her. The coach reiterated that the daughter has to be in the beginner’s section. The mother kept crying and became extremely upset. The mother stated that she did not understand that the skating session didn’t start until 10:30 although in her complaint statement she advises that she understood that it was a lesson on Saturdaymornings. The coach reports that at no time was the mother calm. She was upset and very direct and pushy about she wanted to do with her daughter at The Rink. One of the protocols of the coaching at The Rink is that every effort is made to have the children skate by themselves and the daughter was doing just fine until the mother got her upset.The coach reports that the little girl was doing fine but that mother became upset when she couldn’t skate with her daughter in the more advanced rink. The class is free. The session starts at 10:30a.m. That is clear on the flyer The Rinks put out (See attached) and also what is online at The Rink’s website. To the extent it is reasonable, The Rink apologizes for any upset the customer experienced and hopes that she will understand The Rink has procedures and protocols that must be followed. The Rink apologizes for any confusions or miscommunications the customer may have had concerning any classes. It is also The Rink’s policy not to give refunds and the customers was told that when she complained to the rink manager on July 18, 2015. This is especially true when the customer had already been at the class for more than one-half of its length. This customer was never told to leave. When she advised the coach that she only wanted to have fun with her daughter she was told she could wait until 10:30 to stake during the general session. She said she was going to leave. The coach stated that she could stay or go as that was her choice. The coach asked the little girl whether she wanted to stay or go and the little girl looked at her mother and said she was not sure. At no time was the customer told that she had to leave the rink.Please note that the owner of The Rink is not Daniel King in Elk Grove. The owner is Mr. [redacted] and you should forward any additional comments or questions toy have to this firm for response.

Consumer

Response:

The following parts of The Rink's response are blatant lies.