Complaints

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner took NO concern for our safety and didn't even offer to help us out there when we paid for the service. We kept twisting and falling and he even admitted to me on the phone that he saw us out there. When I called him on the phone to request a refund, he refused and hung up on me. What an awful place!

  Business response

  01/01/2024

  This customer took no regards to our rules or services. We instructed her multiple times to put her ice skate on in the designated area which she refused. She then requested to exchange her ice skate to another size. She claims no one would help her, however with over 6 people on staff that night no one was asked to assist her. We are always readily available to assist where we can. All of our tickets state clearly that we offer no refunds and the conversation she claims to have had with the owner is false. 

  Customer response

  01/02/2024

   
  Complaint: 21059236
  
  I am rejecting this response because:

  #1. You must be JOKING.  In a REGULAR location where it's not SO cold and also where you DON'T have to walk on ice skates to get in and out, that is EASY to come in and talk to someone.  I walked back in several times anyway, and you WEREN'T there.  The other employees (all who are much kinder than you are) weren't able to help.  It was YOUR job to be present for this situation.  You are LYING!!  You weren't even in there when I went back in to instruct me to go elsewhere than to try to put the skates on outside near the rink.  And please note:  If you actually have it set up for people to have to walk on ice skates in order to reach the ice skating area, that is NOT safe..  You are being REPORTED to the ************************ for unsafe business practices and FAILURE to truly oversee our SAFETY!
  
  Sincerely,
  
  ****************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  1/28/2023 8:00 PM. I took my 2 adult children to said business to enjoy the ice rink for their first time. We rented the skates ($50 total) for the 2 of them. Signed a waiver (names only and signature...no DOB or reading was required by the attendant). My children took their skates to the car to wait as the rink was being 'replowed' by the team. They put their skates on, in the car, and proceed to the rink once the resurfacing was finished. The were immediately stopped by a worker and told they were to surrender their skates for the night as they had walked across the asphalt in them. Evidently this harms the skates, which we were unaware of, as this was a first time event. I exited the vehicle and explained, or attempted to explain, that this was not conveyed to us or we would not have done it. We were told, by another gentleman (driver of resurfacing machine) that he could 'GUARANTEE' that we were. I again said we had not been told or would have followed the rule. He again 'GUARANTEED' that we knew better. He became very belligerent in his words to us. Telling me to 'get the hell out of there...why was I still there...and to never come back there'. We proceeded inside and the guy at the counter was VERY kind. He was going to issue a refund. The manager (I'm assuming) must have confirmed that we had not been informed as he told the kids it was fine for them to skate. I told him I appreciated this and we proceeded back out to the rink. However, due to the humiliation/embarassment of the event and the scene caused by the worker...my kids did not want to skate. We returned the skates inside and left the premises. I feel it is the appropriate thing to do for Brianhead Ice to go ahead and process the return to my card at this time. Also...I would hope that nobody EVER is treated the way that we were by the 'tall worker' (if only I would have gotten his name). I left the place in tears. Heartbroken for my kids that they missed out and saddened by his behavior.

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