Response from the owner - 8 months ago
I'm sorry you feel that your experience at our business was such a negative one, but your visit with our company was well documented by several employees due to your attitude and behavior.
I certainly apologize for your delay between the safety demonstration and your race. This is something we are looking into and we will work on improving efficiency by reducing the wait time between safety training and first races.
The slow lap you mentioned is not part of the timed race. There is a timing loop that starts the clock and it is located just before the pit entrance at the end of the first lap. When your kart crosses that loop your time starts. You complete 80% of the first warm up lap before the clock starts.
I'm also sorry the kart in your second race had a problem. Unfortunately, machines sometimes break. We made every effort to get you back on the track as soon as possible, but that didn't satisfy you.
You obviously have some strong negative feelings towards my manager, but in her defense, you were overly aggressive and disrespectful in dealing with her. So much so that your interaction prompted intervention from two other members of my team to contain the situation. Yes, your kart had a problem and you missed a few laps of your race, but you were offered a free race or refund for that race with no hesitation, as we normally do in that situation. Instead, you demanded a refund for your first race, where you had no issues, and demanded a refund of your brothers two races when he had no issues at all. After causing quite a commotion we gave you exactly what you wanted, and in the end you walked away with a full refund having raced 4 times. We did everything we could to provide great customer service and make the situation right, and it's unfortunate that sometimes that's simply not good enough for some people.
For anyone reading this review, we're here to deliver a fun, exciting and memorable experience in a safe and professional environment. This reviewer had an issue with his kart and unfortunately things like that will happen. When that rare instance occurs, we have never hesitated to give anyone another race or simply refund their money. The reviewer chose to be aggressive and disrespectful in requesting that refund and was told that he's no longer welcome back to our facility. I can confidently say that I have one of the strongest service and leadership teams out there. This team comes to work each day because they enjoy their jobs and to make sure all of our customers have a fun and safe experience. We have done, and will continue to do, everything in our power to accomplish that goal. Come in and experience it for yourself. I'm pretty sure you won't be disappointed.