Complaints

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• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair 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.

  My complaint is regarding the cleanliness and service of the facility, we had a birthday party for my son on Saturday 3/23/24 and were told to arrive at 4:30 however our party room was not set up yet we didnt get in the room until 4:45 and noticed the room was dirty right away, sticky and food crumbs everywhere, not only that but guest were checking for HEAD LICE in the lobby which is a health hazard, they also over charged me for my party and refused to refund it when confronted, the service was terrible and the facilities was unclean and partially closed but they charged full price for my party and more on top of that I requested a partial refund and manager ***** was nasty towards me and kept denying accusations, which based off ****** reviews it is a reoccurring problem. I took pictures of the issues and asked if I could email them over to the owner and was told sure but we are not going to do anything about it there are also issues with safety at this place, staff does not regulate/ separate the over crowdedness / age mix of small children in the pay area they just run wild and when I mentioned this to the manager their response was that you signed a waiver and there is nothing they can do. I want my money back or at least a good amount back I paid $100 deposit and then was over charged an amount at the time of the party totaling my amount to $471 dollars for terrible service/ management as well as an unclean facility

  Business Response

  Date: 04/05/2024

  Dear ***************************,
  
  We sincerely apologize for any disappointment or inconvenience you experienced during your son's birthday celebration at Fun City Adventure Park. It is always our intention to deliver a high-quality experience to our guests, and we regret that we did not meet this commitment in your case.
  
  Regarding the setup and timing of your party, it was scheduled to begin at 4:45 PM. We do however strive to have party rooms ready in advance to allow for decoration, and we regret any misunderstanding regarding the timing.
  
  We understand your concerns about the cleanliness of the room. Please know that the room was prepared and cleaned by three dedicated party hosts before your arrival. We strive for the highest standards and are reviewing our procedures to prevent such issues in the future.
  
  Regarding the billing, the final amount reflected the addition of extra guests to your party. We aim for complete transparency in our pricing and are always available to discuss any concerns or questions about charges.
  
  Your comments about head lice checks in our lobby have been noted. While checks themselves are a preventative health measure, we understand your concern. Be assured that our policy is to act immediately and sensitively should any health issues be identified, prioritizing our guests' safety and well-being.
  
  Our staff is trained to regulate play areas actively to ensure safety, including age-appropriate separation and one person per trampoline policy. We apologize if this was not evident during your visit and are addressing your feedback with our team to reinforce our safety protocols.
  
  We regret any dissatisfaction with our management's response to your concerns. Our goal is always to address guest concerns with empathy and promptness. Although we are unable to offer a refund, we are keen to understand how we might otherwise resolve your concerns to your satisfaction.
  
  We are truly sorry for not delivering the experience you expected and are dedicated to making improvements based on your feedback. Your comments have provided us with important insights, and we are grateful for the opportunity to improve.
  
  Thank you for taking the time to share your experience. We hope to have the opportunity to welcome you back and provide a more positive experience in the future.
  
  Warm regards,
  
  Fun City Adventure Park
  
  

  Customer Answer

  Date: 04/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21494479
  
  I am rejecting this response because: the response was not helpful it, only proves that unwilling to acknowledge and address the issues, this business is poorly managed and it shows based off the ****** reviews. I feel I should be *********** at least a partial refund (50%). This response to my disappointment the company gave seems like they are deliberately denying problems I experienced and shows that they do not care about customer satisfaction. I will not recommend this place of business to anyone much less people that have children and I hope that if they continue to conduct this type of business I hope they get shut down. 
  
  
  Regards,
  
  ***************************