Business ProfileforOutburst Rage Room

I scheduled an appointment with Outburst Rage Room in Temecula, CA via their website on 2/24/2023 for a one hour rage room session for two people (plus a birthday banner and confetti poppers) on 3/9/2023 at 3:45PM. I ended up having to cancel this appointment entirely and did this via their same scheduling system through their website, on 2/26/203. Per their cancellation policy, it says, “Any cancellation must be done 24 hours in advance, otherwise no refunds.” My appointment was made and cancelled almost 2 whole weeks in advance. I waited 5 business days until I called them directly to ask if my refund had been processed yet. I believe I was speaking with someone in management who said she had never processed a cancellation or refund during her time there and that their policy says they do not give refunds unless you cancel 24 after you made the appointment. This is clearly not true, and I told her this. She told me to send screenshots of my cancellation confirmation email to the same store number as it was a smartphone, so I did that as well as a screenshot of what their cancellation policy says. She said she’ll give me a call back, I waited most of the day and gave them a call back myself. I spoke to who I assume was an employee and he said if I emailed them at their email address (he told me verbally what it was, and this is the same email on their website) that his boss would fix this for me. I emailed them and explained the situation and forwarded my cancellation confirmation email along with it, asking them to please get in touch with me. This all took place on 3/3/2023, and I never heard back from anyone. They were open today so I sent another email to the same address letting them know they had until the end of the day to reach out about my refund or I’d be disputing it and filing a claim with the BBB. Still no response.