Xtreme Wheels - Roller Skating & Family Fun Center — Attraction in Crystal Lake

My 11 year old daughter attended a NYE event here last night. I had to work but she was invited to go along with my neighbors. I purchased a ticket on line on the 29th ahead of time as it was advertised that there was limited space and so getting tickets ahead of time was advised. I received a confirmation email for my purchase so I printed that out for my daughter to take with her. When my daughter got to the door the man standing there would not accept the ticket. He told her that it wasn't paid for and she didn't have a real ticket. He told her that if she a acted to get in, she needed to pay. She was confused because she knew that I had already paid. She said she couldn't call me because I was at work. The grown man was very aggressive and rude to my ELEVEN YEAR OLD DAUGHTER. She was really embarrassed and so she just paid the money for another ticket so she could get in with her friends. When she came home from her sleepover next door today, she told me what happened. Knowing that I was definitely charged the price of a ticket and that I had gotten a confirmation email from them, I decided I would call and try and figure out what the confusion was and get a refund since she shouldn't have had to purchase another ticket. A man answered the phone. I began explaining the situation, he cut me off to PROUDLY let me know he was the man from that story. When all of this had happened there was another person working the door and they had apologized to my daught r for how rude her "manager" was. I told the man on the phone that I had proof that I paid so I would like a refund. I said I could come in with that proof and he responded that he would show me "proof of where it wasn't paid for". At that point I knew there was no getting through to this man and I especially did not appreciate being treated so abrasively and rude, so I asked to speak to his boss or the person above him because I didn't appreciate how he was speaking to me. At that point the LAUGHED and told me he was the owner. I dont know if he actually is but if he is, that's a DISGUSTING way to treat you customers. I had to work tonight so I couldn't go in in person to see if he would be willing to be so nasty and rude to my face, but I will be going in tomorrow with my confirmation email, and my banking app showing that I had money taken out of my account from Xtream Wheels. I expect an apology. A refund and then some for the way we have all been treated by this man and the fact that I have to go down there to get my whole $16 back. We have been several times to this establishment, my kids love to roller skate, but I will NEVER AGAIN give my money to a business that treats customers so badly, much less little kids. I am totally disgusted, this man has something fundamentally...

I don’t usually leave reviews, but I feel compelled to share this experience—especially for other parents of children with disabilities. I visited this place with my 7-year-old daughter and some of her friends. My daughter has autism and ADHD, and she has very specific dietary needs due to sensory issues. She only eats a limited selection of foods, so I always bring her own meals along with a doctor’s note explaining her condition.

We were seated in the eating area and I had just taken out her sealed container of food when an employee—without even approaching us—shouted from behind the counter that outside food wasn’t allowed. I walked up to her calmly, explained the situation, and offered the doctor’s note. Her exact words were: “I don’t care about your doctor’s note. If you have a problem with that, take it up with the manager.” She then rudely pushed the note away without reading it.

I then spoke with the manager, hoping for some understanding or even a basic apology. Instead, she told me that people take advantage of situations like this to bring in outside food and expected me to understand their position. There was no empathy, no willingness to listen—just a complete lack of compassion for our situation.

She also claimed they could get in trouble with the health department for allowing outside food. Wanting clarity, I contacted the McHenry County Health Department directly. They confirmed that since I had a doctor’s note, there was absolutely no issue with my daughter eating her own food at the facility. They told me this was a total lack of proper training on the business’s part and compared it to a business refusing to allow a service dog—it’s a clear misunderstanding of disability rights and legal accommodations.

For the record, the Americans with Disabilities Act (ADA) requires businesses to make reasonable accommodations for individuals with disabilities. My daughter’s needs were dismissed without care or consideration, and the staff showed no understanding of how to respectfully handle a situation involving a child with special needs.

This business clearly does not train its staff on disability rights or customer care. If you’re a parent or caregiver to someone with special needs, I strongly urge you to think twice before visiting. What we experienced wasn’t just disappointing—it was...

On Saturday, June 29th, my wife and I brought our grandchildren to skate. We've been there a few times before, and to be fair, we've always had a good time, and have never had any unpleasant or uncomfortable moments, until yesterday. My 7yr old grandson was looking forward to the competitive racing portion of the program. Having competed in the past, he, like most kids, wants to win. For the first time, he finished in third place and was excited to be acknowledged, and to receive his ticket for a prize from the teen staff officiating the race. It appeared in the previous race with the girls in the same age group, that tickets were awarded to first, second, third and fourth place. However, as my grandson waited for his prize for third place, he was totally ignored by your staff, and stood there disappointed, which of course not only disappointed me and my wife, but several of the other parents who thought it was unfair, and to their credit, along with me and my wife, expressed to the skate officials that they too thought it was unfair. The teen skate officials told us they only give out first and second place prizes; however, I've been to your rink before, and seen the races, and you've always awarded prizes to the third place winner as well. For context, and for the "elephant in the room," we're a black family, and while I'm not accusing your establishment or any of your staff of anything racially bias, it makes for an uncomfortable situation, even with the other parents and kids who witnessed it. My wife spoke to the manager who she says told her, "maybe he should come in second place next time." Sounds a little insensitive. Perhaps in the future the announcer may want to let the contestants know prior to the race that prizes will be awarded to the first and second place winners to avoid any confusion. A skating race result is not going to make or break my grandson's self-esteem, because he's raised to be fair, and to follow the rules, so it's glaring and disappointing, even to a seven year old, to feel he's been...