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Business Profile

Sports and Recreation

Skatetown-Roseville

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sports and Recreation.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Long story short, we paid $80 for 4 classes for our daughter for ***********. Our daughter was absolutely placed in the wrong class (by the coach at the skate rink) We asked to either have a refund or her placed in the appropriate class, they refused either unless we pay Again, literally paying double. We want either our money back, or for her to be. Placed in another class.

    Business response

    02/03/2025

    I spoke with this guest about the negative experience they had and agreed to provide them with a credit to try out another skating class that's a better fit for their daughter. This guest should be contacting you soon to rescind this grievance.

    ***** Slavensky 

  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    My husband has been temporarily banned by a Manager at skatetown on the pretense that he needs to apologize to an Assistant Manager for something he did not do. In a culture where the customer is always right, taking someone elses word for something that did not happen and penalizing a customer until it is resolved forcing someone to apologize or they are banned is really wrong. I write this fearing retaliation since my son plays hockey at this rink.

    Business response

    07/18/2022

    I did not respond to your letter previously as I didnt want to publicly state the circumstances leading to this incident as it could be embarrassing to the customer.

     

    We gave the customer the opportunity to withdraw their complaint but they have not done so.

     

    Because the complaint will adversely affect us and our reputation, I am going to respond.


    The customer signed up for a freestyle skating session; which was cheaper than the public skating session he wanted to attend.

     

    The customer knew full well that what he was doing was wrong and the cashier questioned him when he paid for the freestyle session.


    The customer has been here many times and knows the difference between a freestyle and a public session.


    The customer and his children then went on the public skating session instead of the freestyle session and was caught.

     

    The manager told him that he needed to pay for the difference between the public session and the freestyle session.

     

    The customer made a big scene about being caught and told he had to pay for the difference between the two programs and treated our staff very disrespectfully.

     

    He demanded to speak to a manager who was not on site at the time of the incident.


    That manager later told the customer that he didnt have to pay for the difference between the two sessions, but that he had to write a letter apologizing to our employee for how he treated her.

     

    The customer wrote a letter denying that he did anything wrong and his apology was not genuine.

     

    This is when the customers wife wrote you and complained about how we treated her husband.


    She claims that her husband did not do the things that we accused him of doing but she wasnt here.


    We have video of the interactions with her husband, the cashier and the manager that includes audio.

     

    Because this customer stole from us by signing up for one program but attended a different program, because he treated our employees disrespectfully, because he would not give our employees a sincere apology, because this customer has treated our staff disrespectfully in the past, and because his wife filed a complaint based on hearsay, we have banned this family from our property.

     

    Very sincerely,

     

    *****************************

    President/General Manager

    Customer response

    07/22/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my concern, and although I dispute the facts and circumstances of their response, Skatetown has agreed to lift the Family ban if I withdraw my complaint to BBB.   So please withdraw my complaint.   Hopefully, this matter is resolved.  Should you need a copy of Skatetowns emails please let me know.  Thank you.

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