Complaints

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• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  This company advertised party packages online as allowing you to have the party room to yourselves for an hour and forty five minutes for $250. I spoke the manager on the phone and clarified we would have the facilities to ourselves. She specifically said because we have the place to ourselves, adults can go on and help the kids because my son is small (turning 2). We got there and set up and other people showed up. I was told this wasn’t a private party and we didn’t have the facilities to ourselves. So I asked for a refund, and they said they wouldn’t give me a refund and if I didn’t pay they would pursue a claim of theft because we used their plastic ware (yes, really). So they misrepresented the party package, and refused to give us a refund and became nasty. Plus, they allowed FAR TOO many people into that building at one time, including an older man with no children who just watched the kids. Additionally, it smelled of marijuana. So aside from the fraudulent misrepresentation and poor attitude unbecoming of any business, this business needs to be investigated for health compliance concerns and security.

  Business Response

  Date: 02/27/2024

  Good Afternoon, 

  Miss ***** booked on our online portal on Jan 31st. For a party at our location for Sunday, Feb 25th at 10:00AM. The week of her party I reached out to go over all the details for her party so my staff would be ready. We also texted back and forth as well. Miss ***** booked a 1 hour 45 minute party with us which is a $250 party package that includes room rental, admissions, water, paper supplies and our staff services. We offer 2 party packages 1 hour and 45 minute parties that is during the day and while we are open to the public. ( Which she booked) and we also offer a $550 party package 2 hours private get the entire place to your self after we close to the public and those hours are 4:00 and 6:30. Every party that books at Planet Bounce gets the party room to themselves. We have 1 party room. I have text messages between Miss ***** and I discussing her party and her asking me if her older nieces and nephews can bounce with the little kids and I said absolutely they can go in an assist the little ones and went over the 2 different packages with her and stating during her party we are open to the public. They sign a contract at time of booking as well. I also send all the customers including Miss ***** her total she would owe us that day she can pay at the end (cash or card). Miss ***** arrived and had the party room to herself, her entire party and all the children were having fun playing while Miss ***** was upset on her phone most of the time.  Miss ***** got upset when public started coming into our location to bounce. Our hours on Sat & Sun are 10-4 for open bounce. It is stated on our website, flyers, social media, so Miss ***** saw this when she booked. Never was told she gets the entire facility to herself. Especially not for only $250. She had my store manager call me where I went back looked at her reservation, notes and text messages and explained she had misunderstood and  no where did I say they get the entire facility to themselves. They get the party room yes. She automatically demanded a discount. When I told her we unfortunately would not do that that's when she told myself and my store manager she would not be paying. Meanwhile she was in our party room from 10:00AM until 11:30AM, kids playing in the bounce houses during that time , using out paper products, water and supplies as well as my staff services. At that point of her telling my store manager she was not paying is when my manager mentioned that is like theft ( only said this once) stealing our services. She had came up to my staff a few times yelling meanwhile some are just young high school girls. Which is not ok or professional. We almost called security. Also, one of her family members came up to my staff and apologized for her behavior. The entire party even her son had a great time, laughing/playing. That's all that matters is if the birthday child has fun that's why we do what we do so put smiles on those kids faces. To her response about being over capacity that is not true I can pull up the admissions we had at that time. When she called me there was only 3 other children in there. We have a counter every time children come in and keep track of capacity. Also, every adult in there that morning was a paying customer with a child or children. If someone smelled of marijuana that is not on us, we are open to the public and for all we know that individual could of had a medical card. To our place being not clean we have our place professionally cleaned once a week and carpets brought in and cleaned by Aramark once a week. We are a family business and take pride in our place, staff, and customers. We have been doing this for 10 years and have never had an issue like this before. I take pride in mine and my staffs customer service and communication. We will not be refunding Miss ***** she had utilized our services and space the entire time. As soon as Miss ***** left our location she has proceeded to bash us on every social media platform, email, and now this. I apologize that she misunderstood our party packages when it is listed everywhere. When I stated "you will have the party room to yourselves" which she did. Never has our 1 hour and 45 min parties have had the entire facility to themselves during our business hours. If needed I can attach our flyer, text messages between Miss ***** and myself. Please let me know if anything else is needed. Thank you for your time. 

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't appreciate the insinuation that I was yelling at the staff, that's a defamatory lie. My family members also did not apologize for my behavior because there was nothing to apologize for. I offered to pay the $100 deposit and made it clear I didn't feel it was fair to pay more due to the misrepresentation. I am disappointed by this response, it completely misses the point of this complaint but it does show their unprofessional attitude. 

  So yes, I offered to pay the deposit, said I didn't think I should pay any more and made it clear why, made this clear to the staff in a professional manner (during my son's birthday), and then ended up paying it after being accused of theft. Completely uncalled for. I am most offended by the rude rebuttal and dismissal of the misrepresentation, but being accused of theft was just too much. This is the type of business that should *not* be in business. Let's also not forget the place was overly crowded, teenagers were responsible for allowing in people who didn't have children, and the place smelled of marijuana.
  
  Regards,
  
  ****** *****