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:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My family went to Tilted 10 on July 21, 2024 for my daughter's b-day to play 3 rounds of laser tag. They knew their laser tag was messing up all day but still allowed us to spend $200. We went to play only to find out the guns were not working properly. The tech manager was radioed numerous times but claimed he was helping a customer. After a half hour we asked the guy working the laser tag who we need to go find, he told us the man that rang us up at the register is the Tech manager. So my ********** went to find him ourselves only to find him talking at the food bar with another employee. We asked him if he is the person we have been waiting on for a half hour, he disrespectfully responded I guess that's me. Once he came over he was rude to the guy working the laser tag asking if he even started the game, which he clearly did but nothing was working. At that point I said we would just like a refund because my daughter was upset and our whole party was completely frustrated & we were running out of time to play. He said he would see what he can do. We went to the counter he said I can't do anything you'll have to call corporate tomorrow. We stated we had scanned our cards & had no proof that we spent $200. He was being rude while we were talking to him even stating he was on his phone which was an ear piece on a personal call. My husband got frustrated & said we want our ********** aren't leaving until we get it. My husband told him to call the police because we want documentation of this situation. The cops were called & took our complaint down. Once we contacted the corporate office we received a very unprofessional response stating it was investigated & for us not to return to this establishment. We don't want to return but we do want our $200. The reviews on ************* speak volumes about this business. Clearly this all starts with corporate & ***********************. Lack of customer service is an understatement. This place is FRAUD & are SCAMMERS & UNPROFESSIONAL!!

  Business Response

  Date: 07/29/2024

  Your group was asked to leave our facility after you began threatening our team members. We take the safety and security of our employees and guests seriously. We understand you did have to wait to get laser tag switched from free-for-all to teams mode, and for that wait we offered you a free game of laser tag. At that point you began cussing at our team and wanted your points refunded in cash. We do not offer refunds on play card purchases which our team explained to you. 
  Your group became even more hostile and started threatening our employees. We were left with no choice but to contact the police to ensure everyone's safety. Consequently, your group has been banned from our facility. This will be our final communication regarding this matter.

  Business Response

  Date: 07/29/2024

  This complaint identifies an employee of our business by name and we are requesting that information be hidden. 

  Customer Answer

  Date: 08/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22031708
  
  I am rejecting this response because: most of what is being said is lies. We were never asked to leave and the police were called because we requested them to be called. The police report was in favor of us. We were never offered a free game. This business responds to every complaint the exact same way trying to turn it around on the customer. It's absurd. I tried calling the ** of operations and was told he would call me back and he never did. We paid $200 for services we didn't receive because their machines were broken. I want a refund.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/05/2024

  September 5, 2024                                                                                                                 ****************
  
  VIA E-MAIL (**************************************)
  
  Better Business Bureau
  ********************************************************************
  *******************************
  
  Attn:   Kadi-*********************
  
  RE:                 Tilted 10
  
  SUBJECT:     BBB Complaint ID:    ******** (Customer Complaint)
  
  Dear ******************:
  
  Please be advised the undersigned represents Tilted 10.
  
  In connection therewith, I am in receipt of your letter to my client, dated August 27, 2024, a copy of which has been attached (BBBs August 27 Letter).
  
  BBBs August 27 Letter included the disgruntled customers additional concernsregarding this Customer Complaint.
  
  My client has been in business for more than 50 years.
  
  My client has always sought to maintain excellent relations with all of its customers.
  
  As a result, my client takes any customer complaint seriously.
  
  Upon receipt of the Customer Complaint, my client interviewed all employees that had any information surrounding the events described in the Customer Complaint.
  
  As described below, after a thorough investigation, my client respectfully and fervently disagrees with the statements contained in the Customer Complaint.
  
  Once you have had an opportunity to review the statements contained in this response, please contact me with any questions you have concerning this matter.
  
  Thank you!
  
  
  1.         Customer Complaint Statement:
  
  We were never asked to leave and the police were called because we requested them to be called.
  
  Tilted 10 Response:
  
  To the knowledge of the disgruntled customer, through much of this ordeal, *********************** General Manager was on the phone with the person that was dealing with the disgruntled customer.
  
  The employee dealing with the disgruntled customer at the Premises was a Lead Tech Manager.
  
  The General Manager heard the customer threaten to jump over the counter and steal Two Hundred and 00/100 Dollars ($200.00) worth of stuff.
  
  Further, it is my understanding that the General Manager heard the customer state that the customer was about to go crazy on the Lead Tech Manager.
  
  The General Manager feared for the safety of the Companys employee.
  
  For that reason, it was the General Manager, not the disgruntled customer, that contacted the police.
  
  Phone records evidencing the General Managers call to the police is available if necessary.
  
  2.         Customer Complaint Statement:
  
  The police report was in favor of us.
  
  Tilted 10 Response:
  
  For your reference, attached please find what we received from the Abington Township Police Department, titled
  
  ************* Sheet
  24-030549
  7/21/2024
  
  
  (************* Sheet).  Based on my reading of the ************* Sheet, there is nothing contained therein stating that it was in favor of the disgruntled customer.
  
             As a result, once again, we disagree with the statement of the disgruntled customer
  
  3.         Customer Complaint Statement:
  
  We were never offered a free game.
  
  Tilted 10 Response:
  
  It is my understanding that the Lead Tech Manager advised the disgruntled customer that as a result of having to wait to get the laser tag switched from free-for-all to teams mode,  Tilted 10 offered the disgruntled customer a free game of laser tag. At that point, it is my understanding that the disgruntled customer refused the offer but rather demanded that their points be refunded in cash.
  
  The Lead Tech Manager advised the disgruntled customer that the points never expire but refunds are against company policy.
  
  As I understand it, the disgruntled customer became enraged and refused to vacate the Premises and, only with the assistance of the police, did the customer exit the Premises.
  
  As set forth above, once you have had an opportunity to review the statements contained in this response, please contact me with any questions you have concerning this matter.
  
  Thank you!
  
  *************************
  *****, ****** & Associates, P.C.
  ************************************
  **************************
  ************** (phone)
  ************** (facsimile)
  **************** (e-mail)
  www.bbapc.com