Complaints

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.

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I hired an **** impersonator for my daughter's birthday party on Jan 14, 2023. "****" was supposed to arrive at 3:45pm for a 4-5pm performance at the party venue. As the performer was told, we had the venue rented from 3:30-5pm. The timing needed to be precise because they had another party at 5. I paid $250 for the one hour performance. When **** did not arrive by 4pm, we called. The performer said he ran out of gas for his car and was running late but would be there by 4:15. At 4:20, when he was still not there we called again. He said he was still on his way. He arrived at 4:30, but not yet in full costume. My sister had to help **** put his head on and zip him up. He struggled to walk/see in the costume, and my sister had to hold his hand and walk him around and help him shake the children's hands. I did not want to upset my daughter or guests and wanted to make the most of our 20-30 minutes with **** (get pictures of the kids with ****), so I didn't argue. First thing on Monday morning, I called the company to report the lateness. While we had complaints with the quality of the "performance," the big issue was the lateness. We paid for 60 minutes and got less than 30. The woman who answered the phone said that they have never received a complaint in 30 years, and said she doubted my report but would speak to "****" and call me back. She never called back. On Thursay, a different represntative (a man) answered the phone and when I started detailing what happened, he started screaming at me which shocked me. I asked him to please stop yelling, but he continued to yell and talk over me. He claimed their website says any complaints need to be made DURING the party, but this "policy" is not on their website, I was not told this, and it was not in anything I signed. I double-checked their website now, Jan. 19, 2023, and this information is not there. He even admitted **** was late, but said no partial refund would be issued. I think a partial refund would be fair.