ComplaintsforThe Broadberry Entertainment Group

• Initial Complaint

  01/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 31, 2023, my friends and I went out to bars for New Years Eve. After paying $40 each, we went inside. It was an older crowd and was not my scene. I told my friends that I would go to the other bar and return later. I came back an hour later and was told no reentry which is fine. I waited in the lobby for my friends. My friends asked the bouncer inside if I could be let back in. He agreed and waved me in. I really had to use the bathroom which I had told the bouncer in the lobby, so I went straight to the bathroom when let inside. When I left the bathroom, I was immediately grabbed by a different bouncer, and he started dragging me toward the door by my wrists. I was never asked to leave (I would have left if told), I was immediately grabbed. The bouncer did not have any identification such as a uniform or earpiece, so I did not know he was security. Thinking I was being attacked by a random man, I started screaming and pulling away. At one point, he dragged me so hard that I tripped and fell to the ground. I repeatedly shouted who are you and what do you want but he never identified himself. Other patrons also did not know that he was security, because everyone thought I was being attacked. Only after a man grabbed the bouncer off of me and tried to fight him did he identify himself as an employee. I have never been so terrified in my life. I understand that one bouncer said no re-entry but once I was let in by the other that should have been the end of it. If they changed their mind, they should have asked me to leave. Furthermore, the security should have identified himself. After I stopped crying, I returned to complain and instead of apologizing they blamed me. They claimed I ran off. The man that grabbed me was smiling and laughing while I cried. When I got upset, he threatened to call the police. I have never taken action against a business, so for me to do this you can only imagine how terrible of a situation it was.

  Business response

  01/11/2024

  After reviewing the footage from the evening and talking with employees involved and present, the account this customer shared is not entirely accurate. Firstly, the cost of a ticket was $30.90. She paid at the door with a credit card at 9:40pm. Once inside, she purchased an alcoholic drink with the same credit card. When the customer went to leave, they were told by staff they could not re-enter. The customer chose to leave.
  
  
  Upon returning, the customer was told multiple times they COULD NOT enter the venue again. When staff turned their back, the customer ran past them and into the crowd towards the restrooms. Additional staff met the customer outside the restroom and began escorting her out of the building. She was not pushed nor handled aggressively. The customer fell down, screaming, in the middle of the floor. Once she got up, she exited the front of the venue. 
  
  
  A refund should not be due as all services paid for were rendered: She was allowed in the building after the initial ticket purchase and purchased and consumed alcohol. After leaving, she was not permitted re-entry, which is a very prominently displayed venue policy and was communicated to her multiple times.

  Customer response

  01/11/2024

  Better Business Bureau:
  
  I have reviewed your response made by the business in reference to complaint ID ********, and have determined that this is unsatisfactory and does not resolve my complaint. I understand that your employees may have told you differently in order to protect their jobs, but my account is true. Firstly, I was not told that I could not re-enter when I left. In fact, while talking to the bouncers outside I specifically said that I would be back. It's true that I did not see the sign on my way out and that's my fault. If you really reviewed the tapes, then you would see my friends gathered around a young black security guard right before I re-entered. I did not "run away". I was waved in by him after my friends told him the situation. Then, yes, I immediately went to the bathroom which should not have been a surprise because I had told the man in the lobby that I needed to use it numerous times. 

  Your older black bouncer was acting extremely aggressive and scary. How do you think I fell to the floor? I did not just get there on accident. I was screaming because your security refused to identify himself, so I thought that a random man was assaulting me. You never even address that. I never said that it was wrong to ask or demand that I leave that's your right as a private business. I said your business is at fault because your security contradicted each other and then one of them refused to identify themselves which resulted in a huge fight. It's very interesting that you use the word escorted. I believe someone needs to be escorted out when they are not following directions. In the bathroom, my friends told me "we have to go". Which I was happy to do because I had only gone there to get them anyways. We were leaving for the door when he grabbed me. So, no I was not escorted, I was dragged by my wrists which I'm sure the tapes show.

  I'm extremely disappointed in your response. You're lucky this was not worse than it was and that I did not have any lasting injuries. You should apologize and take this opportunity to change or re-train your security. The incident is over, I have nothing to gain by lying. Me, my friends', and many other guests' New Year's Eve is already ruined. I'm communicating with you so you can mend this situation before something worse happens to another guest.
  
  I have attached a screenshot of a review made by a third party that confirms my story. I saw it when I went to review your establishment in order to warn other young women. This third party review confirms that your security guards were acting aggressively toward me. It also confirms that the man grabbing me not only did not identify himself to me but also to the crowd around him. 

   

  I await your response on these grounds.
  
  Regards,
  
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