Complaints

This profile includes complaints for Billy Beez USA LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Billy Beez USA LLC

  248 West 35th Street New York, NY 10001

• 

  Billy Beez USA LLC

  200 Baychester Ave., Unit 313-316 Bronx, NY 10475-4580

• 

  Billy Beez USA LLC

  8555 Seneca Turnpike New Hartford, NY 13413

• 

  Billy Beez USA LLC

  9090 Destiny USA Dr. Unit L 301 Syracuse, NY 13204

• 

  Billy Beez

  8300 Sudley Rd Ste 107 Manassas Mall Manassas, VA 20109

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:07/13/2023

  Type:Order 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 room on April 30th of 2023 in Billy Beez and got the deluxe package. I have the contract that was given at the time of booking for a total of 482.31$ and had to make a deposit on the day of booking for about half and what was left to pay on the day of the event was 241.18$ as the contract shows. When the day of the party came, the women never said anything and said there was a left balance I had to pay and me assuming it was the 241.18$ I gave my credit card and noticed after being charged that I was charged double the price. When I said something about it they told me they apologize and that I would have to call their department that handles that. These guys never pick up the phone and they basically have a scam going on with the party rooms. They stole money from me and I need this resolved, before I involve legal matters and have the law handle this situation. I am owed 446.36$.

• Initial Complaint

  Date:05/15/2023

  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.

  **************** ** at 6:30pm. I was refused entry because I was told that the cashier is closed. Spoke to the manager on duty and I explained to her that my family is inside. My grandson is celebrating his birthday and he was waiting for me, his grandmother to spend his special day however your manager refused to sell me a ticket to enter. I waited for 2 hours outside until my family came out. Please explain your policy about closure. It is extremely disappointing to receive such uncaring and insensitive customer service from your manager on duty. I also observed that other clients were refused entry. Perhaps your staff do not your business model of bringing revenue and value to Billy Beez. I would appreciate more clarification on your managers decision. *** - Manager made her rounds inside and told other clients to leave.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  To whom it may concern, i am currently writing this email with lots of anger and disappointment! I booked your ultimate package for my sons 2nd birthday back in February for the date of March 26th. Party was scheduled for 3:30pm. I spoke with your manager ***** numerous times leading up to the actual day of the party. Once arriving at the facility around 3:10pm I called ***** to ask a question and was told FYI your party has been pushed back to 4:20, I asked why, hes response it wasnt my fault, the first party was late so it pushed the next party back, so theres nothing else I can do but extend your time. I arrived inside the facility at 3:20 to speak with ***** he explained again that this was out of his control and there was nothing he could do, that in fact they had to close the cafe because the party had ordered up so much food that there was nothing left, BUT MY PIZZAS WERE DONE AND READY! He explained but the party was still in the room and we could not get in until around 4:20. At 4:20 my party made our way to the back room once inside the room was completely dirty and we were told we could not be in there we would have to get out until they cleaned he said again the room would be ready at 4:20 I stated its already 4:20, again he says its not my fault but we will extend your time.. we finally got in the room at 4:45 in which ***** says its not completely ready but you guys can go in.. to which there was NO HOST, which is what he said I was paying for! When they brought our pizzas around 5pm (which had been sitting since 3pm) every last one of them were burnt, I had stayed calm with this whole situation up until this point! I went to ***** and demanded he get this fixed right now, I showed him a picture of the pizzas and his response wow those were not like that when they came out the oven, give me one second this place was chaotic there were maybe 3 employees that I saw ***** looks very dis shuffled he cant seem to get it together, he comes and says theyll get us new pizzas. In 15 minutes there were new pizzas that were undercooked I could not allow my party to eat this mess in fear of a child getting sick I had now 16 hungry children waiting for food! ***** comes in the room and asks did we notice the pizzas turning color in the box, states they get darker as they are in the box! Wow, thats the best he could come up with. It is now 6pm and we have not seen any of the employees since they brought pizzas. On top of it all there is no time for us to have the room for any extended amount of time this place closes at 7 so again without ever seeing another employee we got nothing that came with this package Host, shirt, socks, burnt and undercooked pizzas (which we left right there) absolutely nothing but chaos for $780 at this point I am demanding my complete refund..

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/20/2023

  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.

  We had reserved a birthday party for my sons birthday 3 days later an active shooting happened right outside of the location along with an attempted abduction and multiple documented fights. It took over a week and 4 different phone calls to finally get ahold of billy beez to cancel my event due to parents not feeling this location was safe for their children. When i asked for a refund they explained they had a no refund policy. I explained the situation and they understood and said corporate would be reaching out to me. That was 2 weeks ago. I have since called 5 more times attempting to reach someone about my refund with no prevail. Just constant answering machines. No one will give me a direct number to call or offer any assistance in the matter.

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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.

  We had our daughters 7th bday at Billy Beez in ******* ** on Jan 28th. We paid over $500 and we had the party room for 2 hours. We ended up having to pay extra for a child and his parents even though I paid for an additional 10 adults! First we dealt with a rude manager who had an attitude and had rude comments to ALL of my guests and everyone else that entered Billy Beez that night. We finally got into the party room. The first hour the kids were able to play and have pizza and cake. As soon as they were done and they were ready to play for the last hour, the manager came ******* in stating there were reports of a shooter in the building. It was completely chaos from there. Parents were screaming, kids were screaming. Pure fear and my daughter to this day is traumatized. There ended up being a shooting in the mall a few stores down from Billy Beez and someone was shot and killed. The manager told us that someone from Corporate would contact us to offer a refund of our party or another free party. Our daughter is completely traumatized. no one from corporate called to express their apologies with how chaotic it got, no one called to offer a refund or another party. I have emailed twice then someone by the name of **** called and left me a message to call her back. *** called and left a voicemail FOUR TIMES Now! No one answers at corporate! I want a refund - their customer service is AWFUL and will never recommend any parties there!

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:02/24/2023

  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 took my two daughters (8 and 4) to Billy Beez at *********** on 2/22/23 around 2pm. Upon entry I noticed that the exit gate that is normally locked and staffed for safety of the children was broken and wide open without a staff member present. When I left it was still not operable, wide open and no staff member. I walked out with my girls and nobody said anything or checked. There was one girl taking care of guests checking in and the gate to gain entry was locked which didnt make much sense with the exit gate wide open. Later I saw a ******** post by a mother who went to the same location and noticed the same issue with the gate and it stated that a couple tried to walk away with her baby in a stroller until she stopped them and she ended up filing a police report. If Billy Beez offers this safety feature as part of their entry charge and fees they need to abide by it and if the exit door is broken they need to staff it. Otherwise they should inform guests on the way in that this safety measure is not available.

• Initial Complaint

  Date:02/13/2023

  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.

  The matter of a verbal assault by the proclaimed manager of the Billy Beez location in ********* ** and an unaddressed injury occurred today, 02/12/2023 and reported same day to the BBB. An attempt was made to further contact higher management, as well as, the corporate contact in ********; however, both automated messages indicated that the voicemail was full and could not accept messages.Today was the birthday party for our 5 year old son, *******, in which we paid for 11 adults and 11 children. Our children were eager to enter and began playing upon entry. Having already remitted payment, followed to monitor the young children just starting to climb for the slide. Further assisted in carrying party decorations and other guests' accommodations. An unidentified employee approached stating that I must immediately exist and could not take photos of our child's cake. When questioning a reason she began using expletives and shouting. Requested her full name, employee ID, and name of her supervisor; however, she responded with more expletives and eventually stated her name to be "******," however, she introduced herself as "****," to my spouse who paid.Attempting to entertain guests and monitor the playing children, our son suffered a cut on hand while sliding due to a sharp portion of the slide. In efforts to report the incident to management, to prevent another child from becoming injured the same aggressive and disgruntled employee refused to fully complete the associated claim form, sign it, or provide a copy of the document.In being a repeat customer of this establishment multiple different occasions over the last several years, it is understood that service and quality are often lacking; however, it was not expected to be treated very disrespectfully and to entirely ignore an injury and safety concern.

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  ************************************************
  

• Initial Complaint

  Date:02/02/2023

  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 paid a deposit to have a party in February a few weeks ago. I contacted Billy Beez customer service to say I wanted to cancel because I would not have enough children for the party. They advised my husband and I that if we cancel, we would lose the money for our deposit as is non-refundable. They stated they would provide us a credit instead for the deposit that we can use to take our daughter and that we would get an call back within ***** hours. A few days passed and no one called. We sent another email and they stated the credit is processing and we would get an email. Its been over 2 weeks and still nothing. I also asked if the remaining balance would be charged if the party is not officially cancelled several times and no one has answered my question. I have left numerous voicemails to follow-up and no one returns my call.

• Initial Complaint

  Date:01/23/2023

  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.

  We held our daughters 6th birthday party at the *************** location on January 21, 2023. We have not been here in about a year, and I was appalled by the downright disregard for the safety and security of the facility. Our party host, the ** we met, and every other employee we encountered were amazing. However, as I was greeting one of my guests at the front, the entrance gate was WIDE OPEN and children were entering and exiting as they pleased. Our visits before now, an employee was stationed at the entrance and exit areas to make sure the childs bracelet ID matched that of the adult they were leaving with. That was not the case on this visit, and based on a conversation with an employee, has not been the case in quite some time. In fact, this employee told me that the ** of the store has notified corporate of the safety and security issue, and nothing has been done to fix it. I understand everyone is short staffed right now. However, for a business whose website even boasts about their security measures, this is unacceptable. If you know your gate is broken, it should be a top priority at the store level to have the entrance and exits monitored. At the corporate level, it should be the *** TOP priority to fix this gate for your store, who you already know is understaffed (like the rest of the world), to maintain the integrity of the security measures and values you claim to hold so dear. When we left the facility, I was not surprised to find that we walked right out with our children without anyone giving a second thought. No bracelet checked, gate wide open. I spoke to the store about this, and truly feel that they are doing all they can to resolve this. At this point, I would like to speak to someone at corporate about what plan is in place to fix the issue and the timeframe in which to do so.

  Customer Answer

  Date: 02/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  

  ***************************

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  On 1/05/2023 I was Verbally assaulted by a Billy Beez manager. This was all over her aggressively approaching me over my 4 year old in regular slip resistant socks Not Billy beez purchased socks. She was already upset that I questioned the sanitation of there Snack Bar while not one of the three employees were wearing gloves, hair nets all while handling Food, drinks, cash. So as she approached me she was aggressively talking while I questioned then she proceeded to yell at me and told me to Leave Her Business. I then got firm with my voice to tell her I need to speak to a manager and she then continued to yell at me she was the ***************. She proceed to tell me to leave or she was going to call security which I said Yes please do! 6 min later security came I was telling security what had happened as I was talking to security the manager proceeded to keep yelling at me Leave, Leave. Security told me would I like police to be called ? I said Yes so the Manger went to counter first to call as she let me know I would be Baned from ever returning. At this time several customers were approached me and were mortified by her actions and approached other employees about her actions, verbal attack in front of children. As police arrived we both walked out of location as she pushed door back on onto me . A report was filed I agreed it would best to leave because I was so upset and threatened. And told me to file a complaint online because she did not physically harm me there was nothing much they can do. So I am writing to get thru to corporate on taking action against this Manager *********************.

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  *********************************