ComplaintsforFairfax Ice Arena

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This place is manipulative! I called for trial lessons for my kids. They told me they have a special for $22 for 20 minutes and if we decide on group lessons, they would apply the money towards the group lessons amount!When we showed up, they told me we had to pay $27 for the entrance and rentals + the $22. When we finished the lessons, I told them that one of my boys wanted time to decide on the group lessons. They said sure! When I called them after 3 days, they said that they could only apply the trial amount in the same day! They wanted me to pay the full amount for training all over again. Is this 2022 customer experience? Is this customer communication? I gave the lessons manager and opportunity to fix this for me, but he wasnt interested. When I asked him to transfer me to someone where I could escalate this, he said sure and just kept me on hold. When I called back, I asked for the General Manager. I was told that hes call me back, but he didnt! First, this was false advertising. I wasnt told that I needed to pay entrance. Also, I wasnt told that I had to enroll my children in the same day. To prove my point that this place is a fraud, I never got a call back and no one cared to listen. I want a full refund of the training that my 2 boys signed up and the admissions.

  Business response

  01/25/2023

  ---------- Forwarded message ---------
  From: ************** <********************************>
  Date: Tue, Jan 24, 2023 at 3:23 PM
  Subject: Re: Complaint ID ********
  To: [email protected] <[email protected]>
  

  
  

  Better Business Bureau 

  Complaint ID ******** 

   

  Fairfax Ice Arena 

  3779 Pickett Rd.
  Fairfax, VA 22031 

   

  January 24, 2023 

   

  Response to the Complaint ID ********: 

  
  Customers complaint on paying for public ice skating admission and skate rental: 

  • The customer who filed this complaint was never told by staff that he could come during our public ice skating session and skate for free, if he took the one 20-minute private lesson special.  
  • On December 23, 2022, the customer willingly paid for two public ice skating admissions, and two skate rentals in addition to the two 20-minute private lessons special. The customer did not inform staff that he had any issues with his purchases or experience.  

  Registering for group lessons: 

  • On December 23, 2022, after the customers two children each took the 20-minute private lessons special, the staff answered the customers question that they could register on another day, however the staff never said the customer could register for group lessons on another day and get the $22 credit toward group lessons when not registering the day the 20-minute private lesson special was taken. 
  • Three days after the customers two children each took the 20-minute private lesson special, the customer called to register for group lessons and wanted the $22 discount toward his group lesson registration. 
  • The customer spoke with two managers and a staff member who listened to the customer’s complaints, reiterated to the customer what the 20-minute private lesson special offer is as stated in our marketing materials and informed the customer that because he is registering days after taking the 20-minute private lesson special, that he did not qualify to receive the $22 credit toward his purchase of group lessons.    

   

  Our marketing materials for the 20-minute private lesson special: 

  • Our marketing materials for the 20-minute private lesson special clearly states, in bold, that a customer must register for the group lesson on the day of the private lesson special, to receive the $22 credit toward the purchase of group lessons. 
     

  Resolution: 

  Fairfax Ice Arena will refund the customer the two public session admissions and two skate rentals that the customer paid for on Friday, December 23, 2022, for the total amount of $27.50. 

   

  If you have any further questions do not hesitate to contact me.

   

  Todd M*****
  3779 Pickett Rd
  Fairfax VA 22031

  Customer response

  02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  Than you for your help. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Unfortunately, the business is assuming things. When should I expect the refund back?
  
  Regards,
  
  *****************
  

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