Pump 'n' Jump

Hello again [redacted] ,I'm not sure if I am supposed to send my answer to you directly, so I will do that as well as reach out to you about the login.The facts stated in Mr***'s complaint are correct, up to the point where he called to reschedule his partyThe manager of the establishment personally booked Mr***'s party and fully explained all policies and procedures, including the cancellation policy He was courteous enough to reschedule Mr***'s party on short notice because not enough children were able to attend We did this at no additional cost, and Mr [redacted] was satisfied When Mr [redacted] called back to state that he again could not get enough children to attend, the manager again offered to reschedule the party Mr [redacted] was not interested in rescheduling The manager explained that parties must be cancelled within days of the original date of the party booking to be eligible for a refund of $(after the standard cancellation fee of $25, which is only if the customer cancels their party within the time limits stated) The manager went out of his way to accommodate Mr*** Although our policy states that the entire $deposit will be forfeited, he tried to again accommodate Mr [redacted] by offering him store credit This is not a regular practice, but again the manager was trying to make Mr [redacted] happy.The manager took the time to fully explain policies when booking Mr***'s party, as well as to speak with him a few more times regarding party add-ons and special requests We feel what we offered Mr [redacted] was fair in light of the stated cancellation policies.Please let me know if you need any additional information.Sincerely,Louise C [redacted] Operations Manager Pump 'n' Jump, In

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I am certainly not satisfied with this response at all The manager of the establishment did in fact personally book my party The policies explained to me and the the policies on the pump n jump website and on the paperwork supplied to me are not what MsC [redacted] has explained in her response.Please take a look at the pump n jump website here:http://www.pumpnjump.com/party-faqs/It states:"What is your party cancellation policy, and is my deposit refundable?If you cancel your party at least days before the party date we will refund your deposit minus a $feeIf you do not give at least a day notice of cancellation, your entire $deposit is non-refundable."The same policy was also on the bottom of the paperwork given to me when booking my partyI contacted Pump n Jump exactly days before the rescheduled party date to cancel and was told that they would not refund any of my deposit This seems to directly negate their policies The fact that they rescheduled my party is completely irrelevant I do not see anything in any of the paperwork that I was given stating that if a party is rescheduled, the deposit becomes completely non-refundable.The "policy" that Ms C [redacted] stated in her response is vague and contradictory to what was communicated with me and what appears on the paperwork and the website.Ms C [redacted] stated:"The manager explained that parties must be cancelled within days of the original date of the party booking to be eligible for a refund of $75"does that mean that the party must be cancelled no more than days after I book the party? or does it mean that the party must be cancelled within days of the ORIGINAL scheduled party date? I assume she means the latter If that is the case it was absolutely not explained to me and is absolutely not part of their policy as stated on their website or or on any paperwork supplied to me If I had understood that rescheduling my party would have made my deposit completely non-refundable I would not have booked it in the first place.The fact that they have fought this hard over $says to me that they are not that interested in customer service Regards, [redacted] ***

Hello again ***,I'm not sure if I am supposed to send my answer to you directly, so I will do that as well as reach out to you about the login.The facts stated in Mr***'s complaint are correct, up to the point where he called to reschedule his partyThe manager of the establishment
personally booked Mr***'s party and fully explained all policies and procedures, including the cancellation policy He was courteous enough to reschedule Mr***'s party on short notice because not enough children were able to attend We did this at no additional cost, and Mr*** was satisfied When Mr*** called back to state that he again could not get enough children to attend, the manager again offered to reschedule the party Mr*** was not interested in rescheduling The manager explained that parties must be cancelled within days of the original date of the party booking to be eligible for a refund of $(after the standard cancellation fee of $25, which is only if the customer cancels their party within the time limits stated) The manager went out of his way to accommodate Mr*** Although our policy states that the entire $deposit will be forfeited, he tried to again accommodate Mr*** by offering him store credit This is not a regular practice, but again the manager was trying to make Mr*** happy.The manager took the time to fully explain policies when booking Mr***'s party, as well as to speak with him a few more times regarding party add-ons and special requests We feel what we offered Mr*** was fair in light of the stated cancellation policies.Please let me know if you need any additional information.Sincerely,Louise C***Operations Manager Pump 'n' Jump, In

Revdex.com:
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 am certainly not satisfied with this response at all The manager of the establishment did in fact personally book my party The policies explained to me and the the policies on the pump n jump website and on the paperwork supplied to me are not what
MsC*** has explained in her response.Please take a look at the pump n jump website here:http://www.pumpnjump.com/party-faqs/It states:"What is your party cancellation policy, and is my deposit refundable?If you cancel your party at least days before the party date we will refund your deposit minus a $feeIf you do not give at least a day notice of cancellation, your entire $deposit is non-refundable."The same policy was also on the bottom of the paperwork given to me when booking my party. I contacted Pump n Jump exactly days before the rescheduled party date to cancel and was told that they would not refund any of my deposit This seems to directly negate their policies The fact that they rescheduled my party is completely irrelevant I do not see anything in any of the paperwork that I was given stating that if a party is rescheduled, the deposit becomes completely non-refundable.The "policy" that Ms C*** stated in her response is vague and contradictory to what was communicated with me and what appears on the paperwork and the website.Ms C*** stated:"The manager explained that parties must be cancelled within days of the original date of the party booking to be eligible for a refund of $75"does that mean that the party must be cancelled no more than days after I book the party? or does it mean that the party must be cancelled within days of the ORIGINAL scheduled party date? I assume she means the latter If that is the case it was absolutely not explained to me and is absolutely not part of their policy as stated on their website or or on any paperwork supplied to me If I had understood that rescheduling my party would have made my deposit completely non-refundable I would not have booked it in the first place.The fact that they have fought this hard over $says to me that they are not that interested in customer service
Regards,
*** ***