Complaints

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 30th, 2022, my family and I went to Arnold's. We paid for 2 go-kart rides each and bought an activities pass each. We rode the go-karts once each but they were very slow. My 4 children decided they wanted to get on the faster cars and decided to pay an additional. They were able to ride the go-karts for one additional ride before the machine went down. We were not able to get our money back and when we asked the General Manager, David B. he explained that "we needed to come back another day when he didn't remember my children." I didn't understand why we needed to come back another day if we were already there and still had rides available which we paid for. Because I asked him this, my children was told by him that "I didn't behave appropriately." He subsequently removed all of our rides from our card because "he didn't like how he was spoken to." We also didn't get to utilize the activity card that we also paid for. I advised Mr. David B. that I wanted to speak to his supervisor and he told me he was the manager. I asked him for the franchise owner and his response was that there isn't one - they are family-owned and operated. I asked him for the owner of the company and he refused. My sister went back up to speak to him and he told her that everything we paid for was taken away but we were not issued a refund. We chose this venue to have fun and were instead treated spitefully without cause. Before we left, I asked him why he had told my children that "we didn't behave when speaking to him and that we should get what we paid for" and he laughed at us and walked away.

  Business response

  06/10/2022

  ******************,

  
  

  I recently received a copy of the complaint and I wanted to give my response:

  
  

  These customers came in with a pass they had purchased through ******* or a similar site. The pass was for 4 of our Arnold's go kart rides. The Arnold's karts are our medium speed karts. After riding theses karts, the kids wanted to try the faster karts, so each one of them purchased a single ride on the Pro karts for $25 per person. At our facility, ride tickets are put onto a play card and when the customer arrivers at the attraction, the attendant will swipe the play card to redeem the ticket for that ride. Once the card is swiped, the ticket for that attraction is removed. At the time that these kids went to ride the Pro karts, the swipe mechanism for that ride wasn't working properly, so the attendant just let the 4 kids through the turnstile and did not swipe their cards. After they rode, the kids realized that they still had a ride on their cards and attempted to get a refund. I explained to them that they could not get a refund because they just rode the karts. I then told them that since the swipe mechanism was not working and the rides were still on their card, that we would welcome them back as a courtesy on another day to use those rides. They insisted on being able to use those rides the same day and I told them that if they wanted to ride again today, that they would need to pay for another ride. I tried explaining to them that they weren't being "ripped off" as they thought, since they paid for a ride, and they got a ride. I then explained that I could simply remove the rides form their card, but didn't do that, allowing them to come back another day and use those rides. At that point, one of the kids called me a "punk *** *****." A few minutes later, ****************** came to the counter, and I explained to her exactly what happened, that they kids paid for a ride and got a ride, so the transaction was complete. I then told her that, as a courtesy, we would leave the rides on the card since our swipe wasn't working properly and they could come back another day and use those rides, but if they wanted to ride again today, they would have to pay for it. She then asked who the manager was, and I told her it was me. Then she asked for the name of the franchise owner, and I told her that this was an independent family-owned business and there was no franchise. I then gave her my business card. She was rather hostile in her tone. A few minutes later, another woman came to the counter and asked me for an explanation. I told her the same thing I told the previous woman and the kids, that they paid for a ride and they got a ride. She was much calmer than the ******************. Later, the kids came back and tried to get in line to ride the Pro karts again. I told them they couldn't unless they paid. It was at that point that I was called a racist and told I was committing a hate crime. I then decided that I would no longer extend the courtesy of allowing them to come back another day and use the rides, so I removed them from the card. I informed the kids that the rides were no longer on their card. When ****************** found out, she angrily approached me and demanded to know why I removed the rides. I told her that her children had spoken to me in a disrespectful manner, so I removed the rides. Her response was, "So what? You're not their father." At that point I told her to have a nice evening and walked away.

  Business response

  07/01/2022

  Here is my response to ************'s recent reply:

  
  

  • I did tell her that the children spoke to me in a disrespectful manner, however I did not give her the specifics about what they said. I was called a "punk *** *****" by one of the kids and then told I was racist and had committed a hate crime.
    

  • The only rides that I removed from the card were the ones that they paid for and rode. The ******* rides were not removed from the card as she stated. As I said in my first reply, the kids rode the karts from the ******* first and then decided they wanted to ride the faster karts, so those ******* rides were used.  

  They got to do everything that they paid for while they were here. I'm not sure why this continues to be an issue.

  Customer response

  07/01/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  the original message from the owner says, I no longer wanted to extend the courtesy so I removed the rides from the card. I need proof that my ******* purchase is still there. We also did not get the opportunity to do anything but play one game of bowling which was interrupted for the whole back and forth with the manager. I just want my money back minus the one game of bowling and the rides refunded or proven that they are on my card. 
  
  Regards,
  
  *****************************
  

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