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  • We did the Bank Heist escape room on Saturday, 2/4. Positives - challenging, fun room. Negatives - 12 is too many people. But the biggest issue is they charged us for an experience that they knew wasn't working. We spent roughly the last 30 mins trying to solve a combination lock that was broken preventing our escape. When the staffer came in to tell us what tasks we failed preventing our escape, he gave us the combination to the lock (which we had previously tried unsuccessfully). We entered the combination in front of him, lock wouldn't open. His reply - yeah, it's sticky. So he tried it and couldn't get it open either! We said, it's broken. His reply - no it isn't, trust me. It works. We said - then why can't you open it? No explanation, no apology, no refund. Just flippant attitude. Sad, as obvioulsy they knew the lock didn't work, didn't bother to fix/replace it yet continued to charge full price, knowing that the experience/room was not able to be completed successfully. And as we were leaving another group was coming in for the same room - same bad equipment. My suggestion - there are other rooms. Spend your money where they care enough about their customers that they'll replace a $2 lock instead of ripping off customers by promising a complete escape experience that they know they can't deliver.
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