Tilt Studio Arcade

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Nickels & Dimes, Inc. received your letter on 1/6/2015.Nickels and Dimes Incorporated, has been in business  for over 40 years and we pride ourselves in being a fun family entertainment center.  We appreciate our customer’s concern and we have addressed this issue with him...

personally.  As we explained,  each machine has a meter that registers any time there is a win on that particular machine.  The machine was checked as soon as we heard that the customer claimed he had won.  The machine was in full working order and there was nothing wrong with the “performance” of the machine.  The  meter on that machine had not changed thus confirming that there was no win.  Thank you for allowing us to respond to this issue.Sincerely,Nickels and Dimes Incorporated[redacted]Nickels & Dimes Inc.Marketing & Advertising###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dear Nickels and Dimes,Your response to my report is false. I was told by the GM, [redacted], of the [redacted] location  that he deemed this a machine malfunction based off the fact that the machine was set to hit on 28 and my major prize hit on 29. He even gave me the numbers of how many times the machine was played using a gaming card and how many times the machine was played using a cash transaction. He stated to me that the machine did show that a major prize was won but the number that mine hit on was not the number that the machine was programmed to hit on. I am unaware of the person who responded to this complaint and may not be fully aware of what all was said and went on during this situation. You stated that "The machine was checked as soon as we heard that the customer claimed he had won. The machine was in full working order and there was nothing wrong with the "performance" of the machine. The meter on that machine had not changed thus confirming that there was no win." This statement is false, if there was nothing wrong with this machines performance why was I told both by the GM that it was a machine malfunction and after taking my complaint to your corporate office  the VP discussed the issue with the GM [redacted] and they both ruled that it was a machine malfunction. How can this be deemed a machine malfunction and then have you say there was nothing wrong with the machines performance? That statement contradicts everything I have been told up until this point. I was also told that the machine showed that a major prize was won but did not hit on the programmed number. Your statement of the meter showing no win is also false based on the GM and VP's decision that it was a malfunction because it hit at the wrong time. I am a full time college student in pursuit of my BSN with a minor in Business Administration and I also work 32 hours a week at a local hospital and do not have the time to create a story just to cheat a business out of an XBOX ONE, nor would I make up false statements and report it to the Revdex.com and Attorney Genereals Office, being dishonest and deceitful does not fall within my code of ethics as a nurse or as a person. I made sure to write down every date and name of every person that I talked to with your company in case of this issue not being resolved. You made everything that I stated in my report look false based off of what your response was. I am very offended and disappointed with your company that you would treat a paying customer like this and make them go through the hassle that I have gone through because of a prize that I won and based off the machine not hitting on the number that you had programmed is being held at fault and thus not receiving the prize I chose.  
Regards,[redacted]

Review: I won a major prize on the Stacker machine on 12/13/14. At the time of my win there was no question to my winnings only that the code for the major prize to hit was off as stated by the GM of the store [redacted]. The gentlemen that presented to me by the name of [redacted] kept making reference to the "codes" of the game. I asked him if there was an issue to whether or not I won. He stated no, that the machine did show a "code" that said a major prize was hit and then proceeded to ask me for my mailing address and contact information. He told me to contact him Monday the 15th. I stopped by after work and he told me that he needed to research these "codes" and I asked him why these "codes" had to do with anything. He proceeded to tell me that if the machine was deemed a "malfunction" that he may or may not be able to award me the prize. Later that day on 12/15/14 [redacted] contacted me approximately around 630. He told me that it was a machine malfunction and that no prize would be awarded. He said if this is not the answer I wanted to hear then to contact his corporate office. I contacted the office and left a message. The next day, 12/16/14, I did not hear back from anyone so decided to call again. I reached a lady by the name of [redacted] and she took my information behind the issue. She told me that the VP would contact the GM [redacted] of the Altoona location and that they would contact me either 12/19/14 or 12/22/14. I did not hear from anyone on the 22nd and decided to make contact. I reached [redacted] once more to only be told that the VP and the GM decided that it was a machine malfunction and that I was not going to be awarded a prize. I am being wrongfully cheated out of my prize of a XBOX One. The GM disclosed to me that there are no notices within the arcade that states winnings are subject to change based on machine performance. This statement is a summary of my complaint, complaint box ran out of characters. I have eye witness numbers also that saw me win.Desired Settlement: I would like to receive the xbox one that I chose as the major prize. I paid money to buy their gaming card put ten dollars on the card and won on my second try. I have remaining credit on the card that I also lost out on. I would like for the company to award me my prize that I rightfully won and to also not cheat other paying customers who may hit on future prizes. It is not the customers fault for the so called "machine malfunction". We only come to pay, play and win, not get cheated.

Business

Response:

Nickels & Dimes, Inc. received your letter on 1/6/2015.Nickels and Dimes Incorporated, has been in business for over 40 years and we pride ourselves in being a fun family entertainment center. We appreciate our customer’s concern and we have addressed this issue with him personally. As we explained, each machine has a meter that registers any time there is a win on that particular machine. The machine was checked as soon as we heard that the customer claimed he had won. The machine was in full working order and there was nothing wrong with the “performance” of the machine. The meter on that machine had not changed thus confirming that there was no win. Thank you for allowing us to respond to this issue.Sincerely,Nickels and Dimes Incorporated[redacted]Nickels & Dimes Inc.Marketing & Advertising###-###-####