Complaints

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is letter I sent to the company. To Whom It May ******** My name is ************************* and I visited what is now being renovated as **********'s on March 17, 2023. I have to tell you it was the worst experience I have ever had. As it was spring break I was looking for something to do with my family and we chose a new adventure bowling. I wanted to make sure that I had something fun for all ages and still affordable. I wanted an adventure my grandchildren would remember down the road. I called several places here in *************, ultimately choosing Heritage Lanes. The location was only about ********************************************************* According to my call logs I called the bowling alley on 3/17/23 at around 3:00pm CST and spoke with a female worker. I apologized to her at the onset of our conversation as I knew I would have many questions as I planned our outing. I told her I was looking to bring my grandchildren and family in for bowling that evening and wanted pricing on lanes and food. She gave me a couple of options. She advised that the cost was $***** per lane for 2 hours and additional cost of $4.00 per shoe rental. She also provided me with option for $13.00 per person that would include unlimited bowling for 2 hours. I also asked abut food, and I specifically asked if they sold Pizza by the whole Pizza or just by the slice, and she told me that they sold it by the slice. I thanked her for the information and told her we would see them later. Once I arrived at the bowling alley it was 2 1/2 hours after I had spoken with the employee on the phone. I advised them that we wanted 2 lanes and then proceeded to tell them which children needed what shoes. In all the fuss the young man that rang up my total told me $117.32. I remember thinking "oh my goodness I must have miscalculated the shoes" but there was a lot going on and I paid it and moved forward. As we bowled our kids of course were hungry so my daughters went to order food. There was an issue with the food taking so long due to staffing that my daughters got their food refunded and then went to get food for the kids and let them eat something in the car since we cant bring it into the bowling alley. Before my daughters could get back with some food we were able to order drinks for the children. We ordered 12 drinks, 4 Mountain Dew, 8 Sprite. When we tasted the Sprite it was straight carbonation. So at this point I went and stood in line with all the children to get new drinks. During this time, remember our bowling time is ticking down. Unfortunately it was ticking down faster than I even realized. I noticed the screen turned yellow and said to see the attendant. I thought it was an issue with the lanes since we had been having to go back and forth because of the lanes freezing and the bumpers not working for the children. To my surprise the worker at the counter told me that our time was about to expire and if we wanted to extend the time we would need to pay for more time. I was shocked that 2 hours had gone by so fast but the worker informed me that only an hour had gone by and that I had only paid for an hour. I rebutted what he said because I know what I was told on the phone. The gentleman informed me that the prices I was given were pricing before 5:00pm. I was flabbergasted!! I told him I was not told that on the phone I was told this price of ***** per lane for 2 hours with the shoes. It was at that time he clarified why I had initially paid $117.32. By this time my family had finally got food and drink and were finally having some sort of fun. My choice was to pay more money or end our evening and **** it down as just a absolute horrible experience. So with no choice I was forced to pay another $82.56 for another hour. I was out of so much money that night for such a horrible experience. I made up my mind I would reach out to the management for a refund of my money. Only to my surprise, the doors and closed and they are remodeling. Since Heritage Lanes has operated for 23 years according to the website under the Stewardship of **********'s, I want to know how are you going to make this right with a future customer? I have my receipts for the bowling which total $199.88 plus those 12 drinks that were approximately $5.50 each making those $66.00 for a grand total of $265.88. This was the worst experience I have ever had and I am eager to see what your company is going to do. I am however not sure since the disposition of the workers that night were not caring or understanding I am hesitant reaching out to you. I will however reach out to the Better Business Bureau about this matter and also the ****************************** since I was misled on the pricing. I do not want to go to these extremes but I am willing to. Eagerly awaiting your reply,********************************* Misinformation provided to me by an employee and price different once at the location. No one willing to assist.

  Business response

  04/11/2023

  Hello.

  I have attached both receipts provided by *************** as well as the time that she called and a copy of the pricing that was posted in center for after 5pm on Fridays and weekends. I also have a copy of the website pricing that was screen shotted if that is need as well. *************** visited the center at 6:09pm on Friday, March 17, at which the prices increase after 5pm to $38 per lane per hour and $4 for shoes. All prices were also posted both online and in center for all guests to review. She called and requested pricing during the daytime at 1:48pm at which time the pricing was $24 per lane per hour and $4 for shoe rental before 5pm. *************** was not overcharged at the time that she visited the establishment as she visited after 5pm.

  Drink prices were posted in center at $4 + tax per drink with unlimited refills.

  Also, the issue was not brought to managements attention until 1 week later on March 24 at 5:37pm; at which the center was and is still closed for a 6 month renovation. The last day the center was open was March 18 and the website switched over from the Heritage Lanes website to the **********'s OKC website on March 19. We are unable to verify exactly what was said over the phone but due to the fact that *************** was not overcharged and paid the posted pricing in center, we will not be offering a refund.

  Thank you.

  Customer response

  04/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: The business is incorrect about the pricing being on line and also posted in the facility.  I am new to bowling so I looked for the pricing and was not able to find it on line, the online page only stated "coming soon **********'s" there was no information about pricing or what was available at the facility.  Once we arrived  at the facility, again there was no posting inside and once it was made clear to me that I was charged more than I had been quoted on the phone I immediately protested the price due to this is not what I was told.  As far as the amount of time I waited to contact the facility, I actually called myself waiting til Monday when the management of these types of places would normally be in office.  However, when I called on that Monday there was a recording on the phone line stating that the facility was closed till Fall for remodeling.  I was not sure at that point whom to contact about this, so I looked on line to research who the owner was and this is what led me to reach out to the **************** of **********'s. It took time for me to locate them. The issue that I have personally here is the lack of customer service.  There was never an apology, or any type of curtesy provided to me or my family about our experience.  We were not aware that the facility was in the process of actually shutting down for remodeling.  *********** at the facility never offered any type of compensation to alleviate this escalation.  Once I reach the point of anger is when I asked for a refund.  The business could have given us something for our issues, but they were ***** and rude and non caring for the mis information that was provided.  There was no offer for the refund of the difference, or even an offer for a free bowling as a curtesy in the future. Horrible customer service experience.  I can not believe they are being so NON CUSTMER CARING!!!

  Sincerely,  *************************

  Business response

  04/18/2023

  Hello. 
  
  An apology was issued to ************** regarding a potential miscommunication during her phone call to the center. This is documented. 
  
  *************** stated in her first email that she was told that bowling was ***** per lane for 2 hours with the shoes and also in the same email she stated that she was told bowling cost was $***** per lane for 2 hours and additional cost of $4.00 per shoe rental.This alone shows inconsistency as she stated 2 different things were told to her on the phone regarding shoe rental. At the time she called to ask for pricing, the pricing was $24 per lane per hour and $4 for shoe rental.This is our Monday to Friday daytime pricing before 5pm. She called at 1:48pm asking what the prices were. 
  
  *************** paid the correct posted pricing at the time of her visit. She visited after prices increase at 5pm on Friday nights.  Attachments were sent with previous response to show receipts and posted pricing. She paid the same price as every other guest who visited at that time.
  
  Thank you.

  Customer response

  04/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: when I called the center there was a recording saying they were closed for remodeling.  Talk about inconsistencies.  We can go back and forth over and over again.  Obviously this company doesn't care about customers experience like they say. This is getting us nowhere. I will voice my opinion as loud as I can to everyone who can see hear or see my voice telling of my experience!!!! Never apologized!!! It is what it is!!! Never apologized!!! Such liars. Now accusing me off inconsistencies the nerve of this person!!! ?? 
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩