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:12/19/2022

  Type:Service or Repair 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 booked a birthday party at the club in Leominster on November 24. I paid a deposit and received an email confirmation with an attachment showing the cost, my deposit, and the balance due the day of the party, December 11, 2022. On November 28, I received an email saying that the prices of all parties have increased by $20. I went in the day of the party and they charged me the balance plus the $20. I called Manager a couple days later and they told me that there was nothing they could do, that this was a holiday surcharge from the business owner. But what they could do was offer me four passes to the club. I have a contract with them dated November 24 for a specific price of $275. I dont understand how they can legally raise the price after I have a written document. The email said that the prices were increased as of November 28. Again, I booked my party on November 24 at an advertised rate and with an invoice stating my cost of $275, a deposit of $149, and balance due of $126 which was $20 less than the surcharge. I feel this is a scam and people should be warned that this is going to happen. It was too late for me to cancel the party and go someplace else at that point. Its the principle of the thing and they are taking advantage of their customers.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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 booked a party for my son the first week of May for their Westford location, but the web didn't reflect this location was closed. I paid $175 for a deposit. When I received the confirmation for the party via email from them the same day and it said Leominster, I attempted to cancel it. They initially told me I couldn't get a refund on my deposit and had to show them how the Westford location was listed when I searched through ********* edge. The owner, *********************** agreed to refund it. By 5/24, I didn't get a refund though was told by an employee that I would. I received an email back from the owner *********************** who said on 5/24, I was fully refunded after telling me the refund would cost him $20. I got a call 6/2 to confirm my party that weekend and told the employee I had cancelled it and was still waiting for a refund. I emailed **** the same day and told him I got a call to remind me of my party and that I never got a refund. He said he would look into it. I followed up on 6/27 when I never heard back from him. He didn't respond to the email. I reached out 7/11 and never heard back either. The refund still hasn't hit my account.