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Business Profile

Party Facilities

Pump it up of Van Nuys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Party Facilities.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:02/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My son had a birthdy party at this place on 02/03/2025. Based on the website, this party includes dedicated party team who are there to set up, entertain and make it effortless for the host. It also very specifically indicates that the package is 70 min of play time and 50 min of eating time. Our party helpers were unenthusiastic, un trained, did not help to take the food inside, were not present in the room at all, just at the beginning of entering the room and at the end, I had to look for them to bring water inside of the room, and all the other time they were all gathered in their own room. Since our party was during the lunch time and kids were super hungry, the kids started going to the dining room to take a bite and go back to the play area. We started the play time 5 minutes late, 12 pm instead of 11:55 am and the 70 minutes should have been till 1:10. At one Ocklock, I announced to the kids in the eating area that we only have 10 minutes left to play and they should go back to play area right away. Our designated planner who was at the dining room and heard me told me you can't go back to the play area since you already left. I told her you saw us coming and going to the dining area and no one told us there is such a policy to not go back. We still have 10 minutes to go and all the kids were looking forward to playing some more. She said too late, I told her no one from the next party is in the play area yet and we should be able to go back. She did not let us. I had to talk to the manager then. After all the hassle , headache and their very unprofessional attitude, they gave 50$ off of the package of 918 $ at the end while my time was waisted, I was treated so rudely by them and was not able to enjoy my son's party, on top of the kids being so disappointed for not being able to play some more while that was the impression, on top of minimum help they gave during the party, not even attending to clean the tables before bringing the cake till they saw me doing it myself and the they joined me very slowly and sluggishly. I am not asking for my full money back but 50$ compensation was certainly not enough. Please read other reviews of people regarding this place, their unprofessional behavior, their low quality service and the dissatisfaction of so many families for so long. Thank you!

Pump it up of Van Nuys is NOT a BBB Accredited Business.

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