ComplaintsforCapital Arena

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company did not provide a contract and promised services that were charged and not received. Multiple attempts have been made to be refunded by the company. One attempt provided a promissory action to issue a full refund. A following attempt to check the status of the refund resulted in another employee refusing to issue the refund.

  Business response

  02/20/2024

  Good morning Keven ,  The customer received our services in full, including two hours of ice time, Rental, skates, skate guards, skate aids, and her guests were extremely happy with our facilities and service. The renter was unhappy with the amount of skate helpers, so we aim to give great service and if in this case, the customer feels we fell short, we have agreed to issue a full refund. ******** ******* Filed a credit card dispute on the entire amount paid. The amount has been refunded. Thank you for your assistance .  

  Customer response

  02/20/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The response provided by the business is entirely inaccurate. I did not receive skate guards which I paid extra for, nor did I receive skate helpers for every guest as promised. We were given multiple people to contact and none responded. We tried multiple times to speak with the venue for a refund and were promised one which was never issued. When we called to follow up on the status of the refund we were advised it was not going to be given. The person we spoke with Steve, informed us he was aware we did not have the skate guard we paid for and the additional skate helpers. He stated he watched this all via camera the day of the event and was well aware of the issues. He didn’t offer to rectify the situation. I contacted the credit card company and have a temporary charge back that can be revoked in 60 days if Capital Arena disputes it. This is absolutely an atrocious response from the venue and nothing has been resolved.   Regards, ******** *******  

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bait and Switch - I contacted Capital Ice Arena on July 12, 2021 about whether there was space in their King of the Hill Summer League and what days were the games. They immediately responded that yes there was space, that the games would be on Sunday afternoon and I can sign him up as they were forming teams. I immediately signed him up for the league. Less than 48 hours later we receive an email saying that they didn't have enough to form teams and they were just going to have pick-up games on Friday evenings. The whole reason I contacted them was to make sure they were on a day we could attend. If I knew they were going to do it on Friday's I would not have signed up my son. The email specifically said they were forming teams at that specific time as well. This is a deceptive practices. I reached out multiple times and all of the sudden they are not responding once I asked for refund. I have all the documenting emails to support my statement above.

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