Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a birthday party there Sunday April 15th at 2-4pm. My t**** was placed in a spot that we had to physically had to move the t**** back & forth for guests not apart of our party to walk through. I asked my server if parties are placed like this normally, I wasn’t given the option to move my party to a different spot. Spoke with the event coordinator & she said “we will do better going forward”. Called the general manager & he said since I already paid & didn’t ask for a manager the day of my party, they cannot issue a refund. No manager came to check up on my event to make sure everything was okay. No
  Manager present at the bowling alley.

  Business Response

  Date: 05/04/2023

  Rollhouse strives to create positive experiences for all of our guests.  At the Rollhouse North Olmsted, we are currently undergoing a major construction project that will provide a state of the art bowling and entertainment facility for the city of North Olmsted.  Granted, this has caused some shortages of space and operational hurdles.  We are doing our best to notify our guests of the construction and have even moved some events to the Parma location.  We take full responsibility for the manager not checking in with the party and accommodating extra space.  We have issued a refund for the party.  I would like to mention, however, that according to all event correspondence, the children had a very positive experience, but the parents did not have enough space to attend the party comfortably.  We do upon booking the events always offer an option to book extra lanes/ space for the parents to attend, and this option was declined.  We will look to improve from this situation and train our management to identify these issues as they occur as opposed to after it is too late.  Thank you for the opportunity to respond.

  
  

  Eddie G****

  Customer Answer

  Date: 05/04/2023

  [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:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *********
  
  
  
  
  

• Initial Complaint

  Date:09/24/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We visited today with 3 bowlers for cosmic bowling. We alerted the front desk that our game was glitching, wiping the pins off after each roll and calling it a spare. The bar would come down randomly, blocking the ball. They said they’d send a mechanic, none was sent. We went up to the desk after we finished the game, and they said they’d still send a mechanic. When, I asked? No clue. And we were waiting. I asked for a manager twice, they were not able to identify one. I could see actual adults behind the counter, but none were asked to help. It would e been better to put us on a different lane. It was a problem they should refund us the $75 for the game. If they are aware their lane isn’t working (They mentioned they were having trouble with the sensor) then they shouldn’t have put us on that lane. Please have a responsible adult available to fix problems. And please don’t expect with a customer will wait a half an hour, just standing there while you could immediately fix the problem by putting us on a different lane. At this point, I just want a refund, If your service did not work, you should refund my money spent for it. We paid in cash and we’re not giving a receipt.