Br8kout Escape Rooms — Attraction in Union Grove

A NIGHTMARE. AVOID AVOID AVOID I have done many escape rooms. This was pathetic and unprofessional.

First, Google shows the Brk8out in Sturtevant when scheduling and the big sign is still on that building. it has apparently been in Union Grove for months and was still rather difficult to find as their only signage is in come sort of colored marker on the door under an overhang. We were late because of this but still well within the 15 min window to arrive all was well so we thought. Then the man’s instruction to bring items back out to him after we found them in the vault was strange. Never interacted like that in an escape room before (I’m done many) at that point he’d let us into the next room. Ok….seemed kinda hokey. The only thing we did at this point then was to watch the video on his phone with some info and to open a briefcase with combinations for the vault door. Mind you, we never opened the door and were ONLY ever in the lobby. Never got inside.

Using the combinations, the three of us could not get the LOWER combo lock on the vault door opened. Finally after multiple attempts, very time consuming, we had to ask the staff for assistance. He said, “oh yea, that one can be kinda finicky” (eye roll) so while we stood there (in the lobby) hadn’t got into the actual room yet he worked on it for another 10 minutes (at least) with no luck and we were tired of waiting. It was not fun.

One of us had to leave for work soon and it was unclear if and when this would be resolved. We asked for a refund (or no charge) as we were getting no where and it had been over 30 minutes since we started and one of us had to work and god knows how long this would take. It was awkward and boring. He could not do this for us so per our request he called the manager, AT, she told him that since we had already started the room so there would be no refund.

We COULDNT GET INTO THE ROOM! The STAFF GUY couldn’t get into the room. The product FAILED! She kept telling us that we STARTED and that once we’ve started we’d be charged. We repeatedly reminded her that WE were still in the LOBBY. She then went for the “well YOU went to the wrong place at first ….” And we reminded her that we came within the allotted fime (earlier than the 15 min grace period) and THAT WAS NOT THE ISSUE! We simply wanted no charge as her PRODUCT FAILED” which she would not acknowledge once. Even though, during all of us arguing with her about customer service and never being able to get into the room and the failure to deliver a service she was going to charge us for HER STAFF GUY CONTINUED TRYING TO OPEN THE DOOR!

She also threw in “I’ve NEVER known ANYONE who couldn’t open that door” after which I yelled(cuz I’d had it!) “YOUR OWN STAFF MEMBER CAN’T OPEN IT!” 😅🤬😅

It was like being in a alternate universe. The guy didn’t get the vault door opened AT, the manager/owner charged my sisters credit card $94 the minute we left. Barely out the door.

Unbelievable. And will be disputed by the bank. This is fraud. You don’t or can’t supply a service. You can’t charge for it.

Avoid this hokey and apparently financially unstable place.

FYI: DISPUTE for reimbursement is in process. AT (owner) lied to the man at the bank's dispute center and told him that we finished the game and didn't want to pay!

And she also rated her own business five starts on Yelp a couple of years...

I have to say I can't even review the rooms. We never got into the one that we had reserved. After going to the Sturtevant location, which is no longer open, we got to the Union Grove location within the 15 minute window. The location mixup was something I missed. That was not a problem. The gentleman helping us explained what we needed to do and started the room. It started with a video that told us how to open a briefcase which we did, and that gave us instructions how to open the vault. Unfortunately, after trying for several minutes, we were unable to open the vault and asked for help. Not a problem that happens. Unfortunately the employee was not able to open the vault either. After sitting there again for several minutes waiting for him to open the vault we asked if we would get more time. He said he had already paused the timer. Working for several more minutes he was not able to open the vault. We started at 3:40. It was then 4:00 and we had not opened the vault. Now we had a timeline and needed to be home at a certain time. We said if we can't get going, we will be late. So we wanted a refund. He called his manager, and the manager told him because we started the room we couldn't get a refund. The problem was we hadn't started anything because we couldn't get into the room. We had a very unpleasant back-and-forth with the manager who neither offered a refund or a credit for future times. She just kept repeating that since we had started the room we did not qualify for the refund. Later in the conversation, she said if we hadn't "come at her" she could have given us a credit. That is actually what she should have led with. Now the thing is we had not yet been charged so she could've just canceled the charge. Instead, as we said we were leaving she put the charge through. We never got the service because their product didn't work. I get that things go wrong, but then make them right. It was a very bad experience on what was supposed to be a fun birthday outing. I've been to several escape rooms and I've never had such a...

I’ve been to a bunch of escape rooms and this one is by far my favorite one I’ve ever had the pleasure of going to. The owners are just the kindest souls and not only are creative as all heck but they really care about making your experience a great one. It’s hard to find a place that’s so welcoming and they really hit the nail on the head.

This was however my first escape room where we had kids in our group, and I was a little worried about that. Other escape rooms I went to the employees were either a little rude or didn’t have a lot of patience for explaining things a few times. Thankfully that was not even the slightest issue here! The kids felt part of the group, understood the rules and had SO much fun!

Please do yourself a favor and book your next escape room here! I live in Milwaukee and will be traveling down here again to experience new escape rooms they do...