Ultrazone has received the complaint filed by ** [redacted] and we are happy to respond Thankfully, in addition to having detailed electronic evidence that shows exactly when *** [redacted] booked her party, as well as the date she chose to hold the party at our store, all incoming calls to our call center are recorded As a result we were able to go back and review the recorded conversations that took place between *** [redacted] and our office and those ** [redacted] had with our staff on April 14, We are happy to share those recordings with the Revdex.com and with ** [redacted] We can email copies of those recordings and we encourage your office to contact us at ###-###-#### to listen to the full recorded conversations which provide evidence showing the chain of eventsThe details of what occurred (many of which are missing from ** [redacted] 's complaint) are as follows- On April 11, at 1:57:13PM [redacted] visited our website at www.UltraLaserTag.com *** [redacted] reserved a party on our site The date and time she chose was Saturday April 19th at 4PM Both **& *** [redacted] confirm this date and time in separate recorded conversations with our office on April 14th which we will happily share with the Revdex.com Yet ** [redacted] makes no mention whatsoever of the fact that his party was originally scheduled on April 19thThe information *** [redacted] provided on our website included the following- [redacted] H ###-###-#### Birthday child- [redacted] , age game party for players including cheese and pepperoni pizza [redacted] exp [redacted] When her reservation was submitted, *** [redacted] entered into the following agreement- "I understand I am about to charge a deposit of $to my card There is a player minimum on all parties Reservations must be canceled with at least days notice or you must pay for the party in full." CLICK HERE TO RESERVE YOUR PARTY *** [redacted] reserved the last available room in our store at 4PM on Saturday April 19th Her reservation prevented any other customers from booking at that time on that day and due to the last minute cancellation of the party the room subsequently sat empty during that timeImmediately upon submitting her reservation *** [redacted] received a confirmation email outlining all the details of her party including the fact that it was scheduled to take place on Saturday April 19th at 4PM This email also included the cancellation/rescheduling policy she agreed to when the reservation was submitted This policy is as follows, "We have a day cancellation/rescheduling policy Because we are often sold out, we usually say n to other parties when we hold a party room for you Therefore please understand that we will need to charge you for your party if you cancel or reschedule with less than days notice." Our electronic records show *** [redacted] received and viewed this email (at [redacted] ) on 4/11, 4/13, multiple times on 4/14, and 4/The IP addresses corresponding to the devices she viewed the email are as follows- [redacted] & [redacted] It's clear *** [redacted] received the confirmation email and viewed it multiple timesOn April 14th at 11:AM (just days prior to the party) *** [redacted] contacted our office by phone Again this call was recorded In a conversation that lasted nearly minutes *** [redacted] informed our agent that a friend of hers had passed away and that her group would no longer be able to attend the party on April 19th Our agent offered *** [redacted] her condolences and reminded her that she agreed to an day cancellation and rescheduling policy *** [redacted] stated that she had no choice and that her group would be unable to attend Due to the circumstances our agent escalated the issue and Ultrazone agreed to allow *** [redacted] to reschedule the party to the following Sunday 4/at 6PM Because the party was being rescheduled with fewer than days notice *** [redacted] was charged in full However, Ultrazone agreed to offer her full credit for the cost of the reservation (totaling $265.87) to apply to the rescheduled party on April 27thInstead of strictly enforcing our policy and informing *** [redacted] that she was bound by the agreement she entered into, our office made an exception and allowed her to reschedule the party and receive full credit for the cost of the eventShortly thereafter on the same day, April 14, 2014, ** [redacted] called our office and asked to cancel the reservation (previously scheduled for 4/19, now scheduled for 4/27) and be "refunded" all charges As ** [redacted] confirms in his complaint to your office, "The policy states that all cancellations must be within days of the date of the reservation." He also writes, "The staff at Ultrazone is unwilling to refund the money, and cancel the reservation." What ** [redacted] fails to mention in his complaint is the fact that the party was originally scheduled on April 19th and rescheduled with just days notice Had it not been rescheduled with fewer than days notice, *** [redacted] would never have bee charged and there would be no need for him to request a refund ** [redacted] is not entitled to a refund in any amount since his party was rescheduled just days beforehand and resulted in Ultrazone having a party room sit empty generating no revenue on the busiest day of the weekDespite these facts, Ultrazone is willing to offer ** [redacted] a gift card in the amount of $(50% of the amount he lists as disputed in his complaint) to use at any of our locations in order to resolve the complaint This offer is being made in an effort to settle and close the complaint only and is contingent upon ** [redacted] withdrawing this (and any other) complaints and disputes Should ** [redacted] dispute any of the facts contained in this response, Ultrazone is happy to provide documentation in the form of electronic records and phone recordings which corroborate the information contained herein Ultrazone is sorry that **& *** [redacted] were forced to reschedule their reservation and we're very sorry for their loss As a result of these hardships Ultrazone made arrangements for *** [redacted] to reschedule her party and receive full credit ** [redacted] 's complaint essentially lies by omission in completely failing to disclose the fact that the party was initially scheduled for April 19th and rescheduled with just days notice Please contact our office if you have any further questions We appreciate your assistance in resolving the matter [redacted] Vice President, Corporate & Public Affairs BusinessVentures.com, LLCwww.BusinessVentures.com Colvin Run RoadSuite 100Great Falls, VA 22066###-###-#### phone###-###-#### fax
Ultrazone has received the complaint filed by [redacted] and we are happy to respond We have reviewed the letter provided by ** [redacted] and spoken with staff and Management at Ultrazone, where her party was held Unfortunately *** [redacted] received the benefits of the party she requested and for which she paid, therefore she is not entitled to a refund in any amount *** [redacted] booked her reservation in person at our store She had the benefit of seeing the location and viewing the party roo [redacted] available She had the option of requesting a specific party room or requesting that her group not be assigned a specific party room Had she requested a specific room anytime prior to the date of the party we would have been happy to accommodate her She made no such requests We invite the Revdex.com and ** [redacted] to visit our website (www.ultralasertag.com), view any of our print materials, or even call our office or store to inquire about the ite [redacted] that are included in our birthday party packages As our website states, the following is provided when you book a birthday party at Ultrazone: - A private party room just for your party - A party host that stays with you the entire time and is completely dedicated to your party - 1, 2, or games of laser tag in our state-of-the-art laser tag arena - Unlimited soft drinks for all your guests - Two slices of delicious [redacted] pizza per guest are included - All the place settings (plates, napkins, forks, cups) are included - Ample parking for all guests - Plus jumbo sized full color invitations ** [redacted] was never promised a party room of any particular size or one that included tables as opposed to counter top seating The room that ** [redacted] was provided is used for birthday parties on a daily basis and is regularly rented without complaint It is a private party room as she was promised ** [redacted] lists reasons she feels she should be compensated with a 50% discount She writes, “I did not get the service requested or expected I made the original booking in person and I know it was not for that room.” Please note that ** [redacted] does not indicate what “service” she did not get nor how she “knows” it was not for the specific room she was assigned As previously indicated, ** [redacted] did not request any specific room nor did she request that she not be assigned any specific room Had she requested (at any time prior to the day of her party) not to be assigned the room her group received, we would have happily honored her request She did not While we apologize that the room may not have been what ** [redacted] expected, it was nonetheless exactly what she was promised ** [redacted] also claims that she should be compensated for her “child’s disappointment” and for her “time and aggravation.” We are sorry that ** [redacted] spent time writing to the Revdex.com and that the room she was assigned caused her aggravation, however the private party room is exactly what she was promised Furthermore, none of the children who attended the party were bothered by the layout of the party room No child complained and the children had a fantastic time playing laser tag and socializing with their friends While we are unable to refund ** [redacted] based on the information contained in her complaint, we are happy to provide her with free game passes to use on her next visit to any of our locations ** [redacted] is welcome to contact our office directly to obtain the passes or we are willing to mail them to the Revdex.com at her request once the complaint is resolved Please contact our office if you have any questions or would like to discuss the situation Thanks in advance for your assistance in resolving the matter [redacted] www.UltraLaserTag.com Ultrazone Laser Tag and Family Amusement Center Carlin Springs Road Bailey's Crossroads, VA Arena (during open hours): ###-###-#### Reservations/Group Sales (9:AM - 5:PM): ###-###-####
After facing a rainout for my son's planned outdoor birthday, my wife called Ultrazone two days before the celebration to explore hosting the party indoors at the company's Fall Church locationThe company told her making a reservation would require a non-refundable $deposit that would be forfeited if she elected to cancel the reservationWhen she called the company back - less than three hours later - to cancel the event, she was told that in addition to forfeiting the deposit she would also be charged the full fee ($199) because the reservation was cancelled within eight days of the eventThis company rule was applied, without notice from the customer service agent at the time of the reservation, even though the reservation was also made within the eight day window, and despite that the fact that my wife cancelled it less than three hours after making itThere is no point in requesting a deposit, if the customer forgoes the entire amount when a reservation is made eight or less days before an eventThis is a confusing and predatory practice and management has refused to address the issueVery poor customer serviceBuyer beware
Yes, Nicholas adjusted the amount after the long wait and back and forth dispute. I would like the company to acknowledge their wrong doing and emphasize the importance of customer service. All employees should wear a name badge and not refuse to provide their name to guest.
Ultrazone has received the complaint filed by **. [redacted] and we are happy to respond.
Thankfully, in addition to having detailed electronic evidence that shows exactly...
when [redacted]. [redacted] booked her party, as well as the date she chose to hold the party at our store, all incoming calls to our call center are recorded. As a result we were able to go back and review the recorded conversations that took place between [redacted]. [redacted] and our office and those **. [redacted] had with our staff on April 14, 2014.
We are happy to share those recordings with the Revdex.com and with **. [redacted]. We can email copies of those recordings and we encourage your office to contact us at ###-###-#### to listen to the full recorded conversations which provide evidence showing the chain of events.
The details of what occurred (many of which are missing from **. [redacted]'s complaint) are as follows-
On April 11, 2014 at 1:57:13PM [redacted] visited our website at www.UltraLaserTag.com. [redacted]. [redacted] reserved a party on our site. The date and time she chose was Saturday April 19th at 4PM. Both **. & [redacted]. [redacted] confirm this date and time in separate recorded conversations with our office on April 14th which we will happily share with the Revdex.com. Yet **. [redacted] makes no mention whatsoever of the fact that his party was originally scheduled on April 19th.
The information [redacted]. [redacted] provided on our website included the following-
[redacted]
H ###-###-####
Birthday child- [redacted], age 34
1 game party for 16 players including 2 cheese and 1 pepperoni pizza
[redacted] exp. [redacted]
When her reservation was submitted, [redacted]. [redacted] entered into the following agreement-
"I understand I am about to charge a deposit of $25 to my card. There is a 9 player minimum on all parties. Reservations must be canceled with at least 8 days notice or you must pay for the party in full."
CLICK HERE TO RESERVE YOUR PARTY
[redacted]. [redacted] reserved the last available room in our store at 4PM on Saturday April 19th. Her reservation prevented any other customers from booking at that time on that day and due to the last minute cancellation of the party the room subsequently sat empty during that time.
Immediately upon submitting her reservation [redacted]. [redacted] received a confirmation email outlining all the details of her party including the fact that it was scheduled to take place on Saturday April 19th at 4PM. This email also included the cancellation/rescheduling policy she agreed to when the reservation was submitted. This policy is as follows, "We have a 8 day cancellation/rescheduling policy. Because we are often sold out, we usually say n to other parties when we hold a party room for you. Therefore please understand that we will need to charge you for your party if you cancel or reschedule with less than 8 days notice."
Our electronic records show [redacted]. [redacted] received and viewed this email (at [redacted]) on 4/11, 4/13, multiple times on 4/14, and 4/19. The IP addresses corresponding to the devices she viewed the email are as follows- [redacted] & [redacted]. It's clear [redacted]. [redacted] received the confirmation email and viewed it multiple times.
On April 14th at 11:36 AM (just 5 days prior to the party) [redacted]. [redacted] contacted our office by phone. Again this call was recorded. In a conversation that lasted nearly 30 minutes [redacted]. [redacted] informed our agent that a friend of hers had passed away and that her group would no longer be able to attend the party on April 19th. Our agent offered [redacted]. [redacted] her condolences and reminded her that she agreed to an 8 day cancellation and rescheduling policy. [redacted]. [redacted] stated that she had no choice and that her group would be unable to attend. Due to the circumstances our agent escalated the issue and Ultrazone agreed to allow [redacted]. [redacted] to reschedule the party to the following Sunday 4/27 at 6PM. Because the party was being rescheduled with fewer than 8 days notice [redacted]. [redacted] was charged in full. However, Ultrazone agreed to offer her full credit for the cost of the reservation (totaling $265.87) to apply to the rescheduled party on April 27th.
Instead of strictly enforcing our policy and informing [redacted]. [redacted] that she was bound by the agreement she entered into, our office made an exception and allowed her to reschedule the party and receive full credit for the cost of the event.
Shortly thereafter on the same day, April 14, 2014, **. [redacted] called our office and asked to cancel the reservation (previously scheduled for 4/19, now scheduled for 4/27) and be "refunded" all charges.
As **. [redacted] confirms in his complaint to your office, "The policy states that all cancellations must be within 8 days of the date of the reservation." He also writes, "The staff at Ultrazone is unwilling to refund the money, and cancel the reservation." What **. [redacted] fails to mention in his complaint is the fact that the party was originally scheduled on April 19th and rescheduled with just 5 days notice. Had it not been rescheduled with fewer than 8 days notice, [redacted]. [redacted] would never have bee charged and there would be no need for him to request a refund.
**. [redacted] is not entitled to a refund in any amount since his party was rescheduled just 5 days beforehand and resulted in Ultrazone having a party room sit empty generating no revenue on the busiest day of the week.
Despite these facts, Ultrazone is willing to offer **. [redacted] a gift card in the amount of $120 (50% of the amount he lists as disputed in his complaint) to use at any of our locations in order to resolve the complaint.
This offer is being made in an effort to settle and close the complaint only and is contingent upon **. [redacted] withdrawing this (and any other) complaints and disputes. Should **. [redacted] dispute any of the facts contained in this response, Ultrazone is happy to provide documentation in the form of electronic records and phone recordings which corroborate the information contained herein.
Ultrazone is sorry that **. & [redacted]. [redacted] were forced to reschedule their reservation and we're very sorry for their loss. As a result of these hardships Ultrazone made arrangements for [redacted]. [redacted] to reschedule her party and receive full credit. **. [redacted]'s complaint essentially lies by omission in completely failing to disclose the fact that the party was initially scheduled for April 19th and rescheduled with just 5 days notice.
Please contact our office if you have any further questions. We appreciate your assistance in resolving the matter.
[redacted]Vice President, Corporate & Public Affairs BusinessVentures.com, LLCwww.BusinessVentures.com 10135 Colvin Run RoadSuite 100Great Falls, VA 22066###-###-#### phone###-###-#### fax
Ultrazone has received the complaint filed by
[redacted] and we are happy to respond.
We have reviewed the letter provided by **. [redacted] and spoken with
staff and Management at Ultrazone, where her party was held.
Unfortunately [redacted] received the
benefits of the party she requested and for which she paid, therefore she is
not entitled to a refund in any amount.
[redacted] booked her reservation in person
at our store. She had the benefit of seeing the location and viewing the
party roo** available. She had the option of requesting a specific party
room or requesting that her group not be assigned a specific party room.
Had she requested a specific room anytime prior to the date of the party
we would have been happy to accommodate her. She made no such requests.
We invite the Revdex.com and **.
[redacted] to visit our website (www.ultralasertag.com), view any of our print
materials, or even call our office or store to inquire about the ite** that are
included in our birthday party packages. As our website states, the
following is provided when you book a birthday party at Ultrazone:
- A private party room just for your party
- A party host that stays with you the entire
time and is completely dedicated to your party
- 1, 2, or 3 games of laser tag in our
state-of-the-art laser tag arena
- Unlimited soft drinks for all your guests
- Two slices of delicious [redacted] pizza per
guest are included
- All the place settings (plates, napkins, forks,
cups) are included
- Ample parking for all guests
- Plus jumbo sized full color invitations
**. [redacted] was never promised a party room of
any particular size or one that included tables as opposed to counter top
seating.
The room that **. [redacted] was provided is used
for birthday parties on a daily basis and is regularly rented without complaint. It is a private party room as she was
promised.
**. [redacted] lists 3 reasons she feels she
should be compensated with a 50% discount.
She writes, “I did not get the service requested or expected. I made the original booking in person and I
know it was not for that room.”
Please note that **. [redacted] does not indicate
what “service” she did not get nor how she “knows” it was not for the specific
room she was assigned. As previously
indicated, **. [redacted] did not request any specific room nor did she request
that she not be assigned any specific room.
Had she requested (at any time prior to the day of her party) not to be
assigned the room her group received, we would have happily honored her
request. She did not.
While we apologize that the room may not have
been what **. [redacted] expected, it was nonetheless exactly what she was
promised.
**. [redacted] also claims that she should be
compensated for her “child’s disappointment” and for her “time and aggravation.” We are sorry that **. [redacted] spent time
writing to the Revdex.com and that the room she was assigned caused her aggravation,
however the private party room is exactly what she was promised. Furthermore, none of the children who
attended the party were bothered by the layout of the party room. No child complained and the children had a
fantastic time playing laser tag and socializing with their friends.
While we are unable to refund **. [redacted] based
on the information contained in her complaint, we are happy to provide her with
free game passes to use on her next visit to any of our locations.
**. [redacted] is welcome to contact our office
directly to obtain the passes or we are willing to mail them to the Revdex.com at her
request once the complaint is resolved.
Please contact our office if you have any questions or would like to
discuss the situation. Thanks in advance
for your assistance in resolving the matter.
[redacted]
www.UltraLaserTag.com
Ultrazone Laser Tag and Family Amusement Center
3447 Carlin Springs Road
Bailey's Crossroads, VA 22041
Arena (during open hours): ###-###-####
Reservations/Group Sales (9:00 AM - 5:00 PM): ###-###-####
Ultrazone has received the complaint filed by ** [redacted] and we are happy to respond Thankfully, in addition to having detailed electronic evidence that shows exactly when *** [redacted] booked her party, as well as the date she chose to hold the party at our store, all incoming calls to our call center are recorded As a result we were able to go back and review the recorded conversations that took place between *** [redacted] and our office and those ** [redacted] had with our staff on April 14, We are happy to share those recordings with the Revdex.com and with ** [redacted] We can email copies of those recordings and we encourage your office to contact us at ###-###-#### to listen to the full recorded conversations which provide evidence showing the chain of eventsThe details of what occurred (many of which are missing from ** [redacted] 's complaint) are as follows- On April 11, at 1:57:13PM [redacted] visited our website at www.UltraLaserTag.com *** [redacted] reserved a party on our site The date and time she chose was Saturday April 19th at 4PM Both **& *** [redacted] confirm this date and time in separate recorded conversations with our office on April 14th which we will happily share with the Revdex.com Yet ** [redacted] makes no mention whatsoever of the fact that his party was originally scheduled on April 19thThe information *** [redacted] provided on our website included the following- [redacted] H ###-###-#### Birthday child- [redacted] , age game party for players including cheese and pepperoni pizza [redacted] exp [redacted] When her reservation was submitted, *** [redacted] entered into the following agreement- "I understand I am about to charge a deposit of $to my card There is a player minimum on all parties Reservations must be canceled with at least days notice or you must pay for the party in full." CLICK HERE TO RESERVE YOUR PARTY *** [redacted] reserved the last available room in our store at 4PM on Saturday April 19th Her reservation prevented any other customers from booking at that time on that day and due to the last minute cancellation of the party the room subsequently sat empty during that timeImmediately upon submitting her reservation *** [redacted] received a confirmation email outlining all the details of her party including the fact that it was scheduled to take place on Saturday April 19th at 4PM This email also included the cancellation/rescheduling policy she agreed to when the reservation was submitted This policy is as follows, "We have a day cancellation/rescheduling policy Because we are often sold out, we usually say n to other parties when we hold a party room for you Therefore please understand that we will need to charge you for your party if you cancel or reschedule with less than days notice." Our electronic records show *** [redacted] received and viewed this email (at [redacted] ) on 4/11, 4/13, multiple times on 4/14, and 4/The IP addresses corresponding to the devices she viewed the email are as follows- [redacted] & [redacted] It's clear *** [redacted] received the confirmation email and viewed it multiple timesOn April 14th at 11:AM (just days prior to the party) *** [redacted] contacted our office by phone Again this call was recorded In a conversation that lasted nearly minutes *** [redacted] informed our agent that a friend of hers had passed away and that her group would no longer be able to attend the party on April 19th Our agent offered *** [redacted] her condolences and reminded her that she agreed to an day cancellation and rescheduling policy *** [redacted] stated that she had no choice and that her group would be unable to attend Due to the circumstances our agent escalated the issue and Ultrazone agreed to allow *** [redacted] to reschedule the party to the following Sunday 4/at 6PM Because the party was being rescheduled with fewer than days notice *** [redacted] was charged in full However, Ultrazone agreed to offer her full credit for the cost of the reservation (totaling $265.87) to apply to the rescheduled party on April 27thInstead of strictly enforcing our policy and informing *** [redacted] that she was bound by the agreement she entered into, our office made an exception and allowed her to reschedule the party and receive full credit for the cost of the eventShortly thereafter on the same day, April 14, 2014, ** [redacted] called our office and asked to cancel the reservation (previously scheduled for 4/19, now scheduled for 4/27) and be "refunded" all charges As ** [redacted] confirms in his complaint to your office, "The policy states that all cancellations must be within days of the date of the reservation." He also writes, "The staff at Ultrazone is unwilling to refund the money, and cancel the reservation." What ** [redacted] fails to mention in his complaint is the fact that the party was originally scheduled on April 19th and rescheduled with just days notice Had it not been rescheduled with fewer than days notice, *** [redacted] would never have bee charged and there would be no need for him to request a refund ** [redacted] is not entitled to a refund in any amount since his party was rescheduled just days beforehand and resulted in Ultrazone having a party room sit empty generating no revenue on the busiest day of the weekDespite these facts, Ultrazone is willing to offer ** [redacted] a gift card in the amount of $(50% of the amount he lists as disputed in his complaint) to use at any of our locations in order to resolve the complaint This offer is being made in an effort to settle and close the complaint only and is contingent upon ** [redacted] withdrawing this (and any other) complaints and disputes Should ** [redacted] dispute any of the facts contained in this response, Ultrazone is happy to provide documentation in the form of electronic records and phone recordings which corroborate the information contained herein Ultrazone is sorry that **& *** [redacted] were forced to reschedule their reservation and we're very sorry for their loss As a result of these hardships Ultrazone made arrangements for *** [redacted] to reschedule her party and receive full credit ** [redacted] 's complaint essentially lies by omission in completely failing to disclose the fact that the party was initially scheduled for April 19th and rescheduled with just days notice Please contact our office if you have any further questions We appreciate your assistance in resolving the matter [redacted] Vice President, Corporate & Public Affairs BusinessVentures.com, LLCwww.BusinessVentures.com Colvin Run RoadSuite 100Great Falls, VA 22066###-###-#### phone###-###-#### fax
Ultrazone has received the complaint filed by [redacted] and we are happy to respond We have reviewed the letter provided by ** [redacted] and spoken with staff and Management at Ultrazone, where her party was held Unfortunately *** [redacted] received the benefits of the party she requested and for which she paid, therefore she is not entitled to a refund in any amount *** [redacted] booked her reservation in person at our store She had the benefit of seeing the location and viewing the party roo [redacted] available She had the option of requesting a specific party room or requesting that her group not be assigned a specific party room Had she requested a specific room anytime prior to the date of the party we would have been happy to accommodate her She made no such requests We invite the Revdex.com and ** [redacted] to visit our website (www.ultralasertag.com), view any of our print materials, or even call our office or store to inquire about the ite [redacted] that are included in our birthday party packages As our website states, the following is provided when you book a birthday party at Ultrazone: - A private party room just for your party - A party host that stays with you the entire time and is completely dedicated to your party - 1, 2, or games of laser tag in our state-of-the-art laser tag arena - Unlimited soft drinks for all your guests - Two slices of delicious [redacted] pizza per guest are included - All the place settings (plates, napkins, forks, cups) are included - Ample parking for all guests - Plus jumbo sized full color invitations ** [redacted] was never promised a party room of any particular size or one that included tables as opposed to counter top seating The room that ** [redacted] was provided is used for birthday parties on a daily basis and is regularly rented without complaint It is a private party room as she was promised ** [redacted] lists reasons she feels she should be compensated with a 50% discount She writes, “I did not get the service requested or expected I made the original booking in person and I know it was not for that room.” Please note that ** [redacted] does not indicate what “service” she did not get nor how she “knows” it was not for the specific room she was assigned As previously indicated, ** [redacted] did not request any specific room nor did she request that she not be assigned any specific room Had she requested (at any time prior to the day of her party) not to be assigned the room her group received, we would have happily honored her request She did not While we apologize that the room may not have been what ** [redacted] expected, it was nonetheless exactly what she was promised ** [redacted] also claims that she should be compensated for her “child’s disappointment” and for her “time and aggravation.” We are sorry that ** [redacted] spent time writing to the Revdex.com and that the room she was assigned caused her aggravation, however the private party room is exactly what she was promised Furthermore, none of the children who attended the party were bothered by the layout of the party room No child complained and the children had a fantastic time playing laser tag and socializing with their friends While we are unable to refund ** [redacted] based on the information contained in her complaint, we are happy to provide her with free game passes to use on her next visit to any of our locations ** [redacted] is welcome to contact our office directly to obtain the passes or we are willing to mail them to the Revdex.com at her request once the complaint is resolved Please contact our office if you have any questions or would like to discuss the situation Thanks in advance for your assistance in resolving the matter [redacted] www.UltraLaserTag.com Ultrazone Laser Tag and Family Amusement Center Carlin Springs Road Bailey's Crossroads, VA Arena (during open hours): ###-###-#### Reservations/Group Sales (9:AM - 5:PM): ###-###-####
After facing a rainout for my son's planned outdoor birthday, my wife called Ultrazone two days before the celebration to explore hosting the party indoors at the company's Fall Church locationThe company told her making a reservation would require a non-refundable $deposit that would be forfeited if she elected to cancel the reservationWhen she called the company back - less than three hours later - to cancel the event, she was told that in addition to forfeiting the deposit she would also be charged the full fee ($199) because the reservation was cancelled within eight days of the eventThis company rule was applied, without notice from the customer service agent at the time of the reservation, even though the reservation was also made within the eight day window, and despite that the fact that my wife cancelled it less than three hours after making itThere is no point in requesting a deposit, if the customer forgoes the entire amount when a reservation is made eight or less days before an eventThis is a confusing and predatory practice and management has refused to address the issueVery poor customer serviceBuyer beware
Yes, Nicholas adjusted the amount after the long wait and back and forth dispute. I would like the company to acknowledge their wrong doing and emphasize the importance of customer service. All employees should wear a name badge and not refuse to provide their name to guest.
Ultrazone has received the complaint filed by **. [redacted] and we are happy to respond.
Thankfully, in addition to having detailed electronic evidence that shows exactly...
when [redacted]. [redacted] booked her party, as well as the date she chose to hold the party at our store, all incoming calls to our call center are recorded. As a result we were able to go back and review the recorded conversations that took place between [redacted]. [redacted] and our office and those **. [redacted] had with our staff on April 14, 2014.
We are happy to share those recordings with the Revdex.com and with **. [redacted]. We can email copies of those recordings and we encourage your office to contact us at ###-###-#### to listen to the full recorded conversations which provide evidence showing the chain of events.
The details of what occurred (many of which are missing from **. [redacted]'s complaint) are as follows-
On April 11, 2014 at 1:57:13PM [redacted] visited our website at www.UltraLaserTag.com. [redacted]. [redacted] reserved a party on our site. The date and time she chose was Saturday April 19th at 4PM. Both **. & [redacted]. [redacted] confirm this date and time in separate recorded conversations with our office on April 14th which we will happily share with the Revdex.com. Yet **. [redacted] makes no mention whatsoever of the fact that his party was originally scheduled on April 19th.
The information [redacted]. [redacted] provided on our website included the following-
[redacted]
H ###-###-####
Birthday child- [redacted], age 34
1 game party for 16 players including 2 cheese and 1 pepperoni pizza
[redacted] exp. [redacted]
When her reservation was submitted, [redacted]. [redacted] entered into the following agreement-
"I understand I am about to charge a deposit of $25 to my card. There is a 9 player minimum on all parties. Reservations must be canceled with at least 8 days notice or you must pay for the party in full."
CLICK HERE TO RESERVE YOUR PARTY
[redacted]. [redacted] reserved the last available room in our store at 4PM on Saturday April 19th. Her reservation prevented any other customers from booking at that time on that day and due to the last minute cancellation of the party the room subsequently sat empty during that time.
Immediately upon submitting her reservation [redacted]. [redacted] received a confirmation email outlining all the details of her party including the fact that it was scheduled to take place on Saturday April 19th at 4PM. This email also included the cancellation/rescheduling policy she agreed to when the reservation was submitted. This policy is as follows, "We have a 8 day cancellation/rescheduling policy. Because we are often sold out, we usually say n to other parties when we hold a party room for you. Therefore please understand that we will need to charge you for your party if you cancel or reschedule with less than 8 days notice."
Our electronic records show [redacted]. [redacted] received and viewed this email (at [redacted]) on 4/11, 4/13, multiple times on 4/14, and 4/19. The IP addresses corresponding to the devices she viewed the email are as follows- [redacted] & [redacted]. It's clear [redacted]. [redacted] received the confirmation email and viewed it multiple times.
On April 14th at 11:36 AM (just 5 days prior to the party) [redacted]. [redacted] contacted our office by phone. Again this call was recorded. In a conversation that lasted nearly 30 minutes [redacted]. [redacted] informed our agent that a friend of hers had passed away and that her group would no longer be able to attend the party on April 19th. Our agent offered [redacted]. [redacted] her condolences and reminded her that she agreed to an 8 day cancellation and rescheduling policy. [redacted]. [redacted] stated that she had no choice and that her group would be unable to attend. Due to the circumstances our agent escalated the issue and Ultrazone agreed to allow [redacted]. [redacted] to reschedule the party to the following Sunday 4/27 at 6PM. Because the party was being rescheduled with fewer than 8 days notice [redacted]. [redacted] was charged in full. However, Ultrazone agreed to offer her full credit for the cost of the reservation (totaling $265.87) to apply to the rescheduled party on April 27th.
Instead of strictly enforcing our policy and informing [redacted]. [redacted] that she was bound by the agreement she entered into, our office made an exception and allowed her to reschedule the party and receive full credit for the cost of the event.
Shortly thereafter on the same day, April 14, 2014, **. [redacted] called our office and asked to cancel the reservation (previously scheduled for 4/19, now scheduled for 4/27) and be "refunded" all charges.
As **. [redacted] confirms in his complaint to your office, "The policy states that all cancellations must be within 8 days of the date of the reservation." He also writes, "The staff at Ultrazone is unwilling to refund the money, and cancel the reservation." What **. [redacted] fails to mention in his complaint is the fact that the party was originally scheduled on April 19th and rescheduled with just 5 days notice. Had it not been rescheduled with fewer than 8 days notice, [redacted]. [redacted] would never have bee charged and there would be no need for him to request a refund.
**. [redacted] is not entitled to a refund in any amount since his party was rescheduled just 5 days beforehand and resulted in Ultrazone having a party room sit empty generating no revenue on the busiest day of the week.
Despite these facts, Ultrazone is willing to offer **. [redacted] a gift card in the amount of $120 (50% of the amount he lists as disputed in his complaint) to use at any of our locations in order to resolve the complaint.
This offer is being made in an effort to settle and close the complaint only and is contingent upon **. [redacted] withdrawing this (and any other) complaints and disputes. Should **. [redacted] dispute any of the facts contained in this response, Ultrazone is happy to provide documentation in the form of electronic records and phone recordings which corroborate the information contained herein.
Ultrazone is sorry that **. & [redacted]. [redacted] were forced to reschedule their reservation and we're very sorry for their loss. As a result of these hardships Ultrazone made arrangements for [redacted]. [redacted] to reschedule her party and receive full credit. **. [redacted]'s complaint essentially lies by omission in completely failing to disclose the fact that the party was initially scheduled for April 19th and rescheduled with just 5 days notice.
Please contact our office if you have any further questions. We appreciate your assistance in resolving the matter.
[redacted]Vice President, Corporate & Public Affairs BusinessVentures.com, LLCwww.BusinessVentures.com 10135 Colvin Run RoadSuite 100Great Falls, VA 22066###-###-#### phone###-###-#### fax
Ultrazone has received the complaint filed by
[redacted] and we are happy to respond.
We have reviewed the letter provided by **. [redacted] and spoken with
staff and Management at Ultrazone, where her party was held.
Unfortunately [redacted] received the
benefits of the party she requested and for which she paid, therefore she is
not entitled to a refund in any amount.
[redacted] booked her reservation in person
at our store. She had the benefit of seeing the location and viewing the
party roo** available. She had the option of requesting a specific party
room or requesting that her group not be assigned a specific party room.
Had she requested a specific room anytime prior to the date of the party
we would have been happy to accommodate her. She made no such requests.
We invite the Revdex.com and **.
[redacted] to visit our website (www.ultralasertag.com), view any of our print
materials, or even call our office or store to inquire about the ite** that are
included in our birthday party packages. As our website states, the
following is provided when you book a birthday party at Ultrazone:
- A private party room just for your party
- A party host that stays with you the entire
time and is completely dedicated to your party
- 1, 2, or 3 games of laser tag in our
state-of-the-art laser tag arena
- Unlimited soft drinks for all your guests
- Two slices of delicious [redacted] pizza per
guest are included
- All the place settings (plates, napkins, forks,
cups) are included
- Ample parking for all guests
- Plus jumbo sized full color invitations
**. [redacted] was never promised a party room of
any particular size or one that included tables as opposed to counter top
seating.
The room that **. [redacted] was provided is used
for birthday parties on a daily basis and is regularly rented without complaint. It is a private party room as she was
promised.
**. [redacted] lists 3 reasons she feels she
should be compensated with a 50% discount.
She writes, “I did not get the service requested or expected. I made the original booking in person and I
know it was not for that room.”
Please note that **. [redacted] does not indicate
what “service” she did not get nor how she “knows” it was not for the specific
room she was assigned. As previously
indicated, **. [redacted] did not request any specific room nor did she request
that she not be assigned any specific room.
Had she requested (at any time prior to the day of her party) not to be
assigned the room her group received, we would have happily honored her
request. She did not.
While we apologize that the room may not have
been what **. [redacted] expected, it was nonetheless exactly what she was
promised.
**. [redacted] also claims that she should be
compensated for her “child’s disappointment” and for her “time and aggravation.” We are sorry that **. [redacted] spent time
writing to the Revdex.com and that the room she was assigned caused her aggravation,
however the private party room is exactly what she was promised. Furthermore, none of the children who
attended the party were bothered by the layout of the party room. No child complained and the children had a
fantastic time playing laser tag and socializing with their friends.
While we are unable to refund **. [redacted] based
on the information contained in her complaint, we are happy to provide her with
free game passes to use on her next visit to any of our locations.
**. [redacted] is welcome to contact our office
directly to obtain the passes or we are willing to mail them to the Revdex.com at her
request once the complaint is resolved.
Please contact our office if you have any questions or would like to
discuss the situation. Thanks in advance
for your assistance in resolving the matter.
[redacted]
www.UltraLaserTag.com
Ultrazone Laser Tag and Family Amusement Center
3447 Carlin Springs Road
Bailey's Crossroads, VA 22041
Arena (during open hours): ###-###-####
Reservations/Group Sales (9:00 AM - 5:00 PM): ###-###-####