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:05/01/2024

  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.

  HORRIBLE PLACE TO HAVE A BIRTHDAY PARTY. Employee themselves said the host wasnt trained prior to my party. I had all the responsibilities the host was supposed to take care of as a paying customer. On top of this my decorations where being ruined the host did nothing. The playing cards I paid for didnt get to me until the LAST 15mins of the birthday party. It was such a horrible experience and they still took 232 out of my account without given permission to.

  Business Response

  Date: 05/02/2024

  We are writing in response to the recent dispute regarding the charge on ***********************' account.
  
  
   Upon review of the situation, it has come to our attention that the dispute arises after the customer has willingly entered into a contractual agreement with our company. When *********************** engaged our services, she agreed to the terms and conditions outlined in the contract. These terms clearly specify the scope of services, payment obligations, and any associated fees. By signing the contract, the customer acknowledged their understanding and acceptance of these terms. 
  
  
  The customer is claiming ********************** Play did not provide the agreed-upon services in a timely and professional manner but failed to reach out to management with any questions or concerns the day of the event. It's important to emphasize that the terms of the contract were communicated transparently to *********************** prior to their agreement. Any concerns or questions regarding the terms could have been addressed at that time, and we would have been more than willing to provide clarification or make accommodations as necessary. 
  
  
  Despite the customer being unhappy and unsatisfied with our services they still proceeded to leave without paying for said services. The customer was fully aware and agreed to ********************** Play charging their card on file for our services plus a 20% gratuity. This is explained by management via phone call the week of the event. ********* a charge after willingly entering into a contract undermines the integrity of our business relationship and disregards the mutual understanding established between both parties.
  
  

  Customer Answer

  Date: 05/02/2024

  Complaint: 21652721
  
  I am rejecting this response because: 

  The emotional distress I was dealing with after all the responsibilities of the host who wasnt trained in time for my event (again this was said by ******) dealing with a 1 year old, having to tell other kids things about staying out of my party section and destroying my balloons. Also I had to completely clean up my section as the host said nothing, the host also didnt ask for any payment. And when I did go to check out there was no employee at the check out station. 
  

  It was also raining and I waited at the door for my husband to bring the car around. 

  Again nothing was ever said to me about payment so I called to follow up didnt get an answer 

  ****** later called me in regards to the payment.

  When I spoke to ****** and let her know about the issue she told me she would call back after she spoke to the owners she did call back and I let her know if she could please have the owners reach out, as a business owner I was expecting them to reach out and never did ****** also did mention to me about the email address I could reach out had I not heard back, it was my mistake for not reaching out as soon as possible but I am a mother and work an around the clock job again I was expecting the business owners to reach out once a complaint has been filed. 

  I am not disputing the charge with my bank nor Indigo play I did ask for a grater discount of 10% as I dont think the held up their end of the contract as the host nor the business provide any of the services listed in the contract. 

  Had the owners reach out professionally we couldve came to an agreement. 

  Regards,
  Andrea