ComplaintsforEscape Room Madness

• Initial Complaint

  08/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 19, 2022 I purchased five tickets to go to an escape room. The tickets were purchased for August 20th for 7pm. We called well over an hour within the policy and let them know that someone in our party had just tested positive for Covid. This person got their results while we were on our way to the escape room. At this time we were asked to email them a positive test and we would be refunded. Three emails, from three different people in the party and we were not answered. This went on for a span of four days. Today I got on the phone with two different receptionist, one of which tells me that he remembers that day and when he called our phone he was hung up on. This is not true. Then they proceeded to tell us we sent it to the wrong email, despite the fact that we responded to the email that was sent upon reservation. They said it was not their responsibility because they do not use that email. They gave us a new email where they said we could forward the emails, they did not receive the forwarded emails either. They also proceeded to tell us that we never requested a refund and that we had only ever requested a reschedule. This could not be possible had we asked, because we were not in contact it with them until today.There was a number of things said by both people on the phone that made it very clear that they were not intending on giving us our money. So this comment was made to them and they openly admitted that it was the owners policy.

  Business response

  08/24/2022

  See attached documents as evidence:

  We offer an escape room live experience like any live events such as a Broadway show. This means if we have last minute cancellations or rescheduling, it is too late to try to resell the spots/games/tickets that were reserved. That is why we do have ALL sales are FINAL and a 50% rescheduling fee applies if they try to reschedule within 48 hours of their game time. 

  Our policies are listed in our FAQ page and in the Terms and Conditions that the customer must read before they can proceed with the booking/reservation

  Once the customer books, they get a confirmation email and then a reminder email that states our policies again

  Also the customer is required to sign a waiver stating our policies as well (which is one of the attached documents) that this customer signed and agreed to. You can clearly see our policies are highlighted and clear in multiple areas that there is NO way for a customer to miss it 

  This customer, we reached out to her an hour before her game, and ONLY then she informed us that someone in her group tested positive for Covid.

  We told her since it is within the 48 hours of her game time, we would have to charge her the rescheduling fee instead of her losing the money since we have NO refunds policy 

  She did not want to pay the rescheduling fee and asked us if it is possible to waive the fee. We said she can email us a copy of the positive covid test results (it is optional but the only way she can get the fee waived) 

  She emailed the results to the incorrect email, when she did not get a response, she called and we explained to her that the email she emailed it to is NOT a monitored email and gave her the correct email. 

  She emailed us the results, but the results had discrepancies (it showed Positive results in one area and negative results in another area) so we have a good reason to believe the results were tampered with. 

  Also the results did NOT indicate her name, ************* of the test (to indicate it was a recent test and right before the game time and not an year old test). 

  Again, she contacted us via phone, when our staff attempted to explain to her our policies, she started to scream at them, making threats to them and to our business and proceeded to threat to destroy our 

  business by leaving a 1 star review on all platforms and more. 

  We emailed her back explaining our policies and she proceeded by leaving 1 star reviews on all platforms. 

  We will NOT be refunding this customer per our policies, terms and conditions she agreed to. We do NOT tolerate any threats to our business or staff lightly and we do NOT tolerate customers to hold our 

  hostage with leaving bad reviews and filing complaints with the BBB for policies we did NOT violate, she did. She signed the attached waiver, agreed to the Terms and Conditions prior making the booking. 

  There is NO case here and there is no further action that we would be taking. 

   

  Thank you 

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