ComplaintsforPump It Up

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -April 9, 2022 -We paid $439.10 (Which is more than the package, we had add-ons.) -We chose the Deluxe 10 package which was for 10 kids, 2 pizzas, 10 drinks, 35 minutes in one arena, 35 minutes in another, 50 minutes in party room (that they set up) for pizza and cake/presents, and a party attendant to guide us along so the party moved along as it should (2 hours). We added 2 more pizzas ($32), a 25 pack of water($20) for the parents, and a balloon drop for the kids ($35.) Two days before the party, Debbie called me to confirm all of the above. -Our dispute is that we DID NOT get what we paid for. We did NOT have a safety video. Our guests, our kids, and ourselves got burned. We did NOT have an attendant. We got yelled at by the front desk, not helped. We didn't know where the bathrooms were. We weren't told where we could get water. We did NOT have equal time in the arenas and we rushed from room to room by the girls running the front desk. There was NO MANAGER/MANAGEMENT on duty. The room was NOT set up, nor did they come to get me to set it up after i asked them MULTIPLE times to PLEASE get me for all decorations. They REUSE THE BALLOONS!!! I paid $35 for them to drop dirty used balloons on my kids. They CRUSHED our cupcakes. Their own employee that I won't name unless I have to, told me to leave a bad review so the owner would do something. Our guests were hungry, thirsty, and we were embarrassed. They ruined our day. -I tried to get in touch with the owner but the manager is refusing that information to us. He answers the business number as if it's his home number. You have to ask, " is this pump it up?" I know if the OWNER knew what was going on, surely he'd make it right. I am confident the owner has no idea what's going on, and that teenagers are running the show. Is it legal to deny me the opportunity to talk to the manager's boss?

  Business response

  05/25/2022

  Business Response /* (1000, 6, 2022/05/11) */ This is in response to our customer (***** ******)'s complaint to your office who had scheduled and hosted a birthday party at our store in Brandon, FL. Below are the facts: - The customer had paid a $100 deposit when booking the party and the remaining full balance was paid after the party was over. We thank for making the payment. - The customer used our facility for the birthday party entertainment. We ordered food/drinks from the vendor and was made available for the party. - We always have a manager at the store or accessible via phone during the party to attend any customer complaint. Our goal is to deliver the best party experience. - Our store manager talked to the customer and also offered free open jumps for kids. - We host about 10 parties per day during the weekend and are proud of our customers, most of them repeatedly hosting the kids' birthday parties. We have employees working for years at our store and are proud of their effort to make customers' party experiences memorable. - We apologize for not meeting the expectation for services our customer (***** ******) had but thank them for giving us the feedback to improve. - Sorry we cannot give full refund for the services the customers availed, food ordered and consumed that was ordered from the vendor. Our goal is to make every customer happy and we really appreciate the feedback we get from customers, we take each customer complaint very positively and try to improve our operation. Thank you for understanding and checking with us. Lalit P**** XXX-XXX-XXXX

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