Bounce U

I was directed via the phone to email you about my case # [redacted] I received the requested amount of reimbursement for the double billing Thank you for the prompt attention in helping with this matter

The customer refuses to acknowledge the policy in their booking letter They received and opened They cancelled the day of, despite it being explained over the phone and through email No note regarding an alleged illness was ever received

If you go during the day then bounce you is more welcoming It is well structured for children But, if you go during the night or pizza nightThe staff is tired, the guys who are supposed to be watching and directing the children are hanging on the inflatables, hanging out in the middle talking
The children are unsupervised parents are in a frantic with the younger ones because the older children are pushing and cuttingThe little ones have no chance what so everIt is basic hold your own free for all You are paying a child so your child is to have a gold time Well they are notThe pizza they serve is cold and the juice is water down
I have pictures to back up what was going on last week on in Feb P.SThere is no real adult supervision there The staff range from college kids to about years old

The customer was informed regarding her specific package she had purchased when she booked the party , including a package we offer that included pizzaShe decided NOT to purchase the package with PizzaShe wanted to bring her own food , which she was informed she could not doShe also made a
claim that she had already ordered food from a catering company and had spent $already and wanted us to reimburse her loss now. If she thought she was getting pizza from us why would she make such a claim? The party package she purchased was confirmed in writing that she received at time Booking on 9/12/( page copy Booking letter attached ) and during Confirmation on 10/12/( page copy confirmation letter attached) ..outlining everything included in that party package. We had to call several times during that week to make we confirmed the event with all appropriate detailsShe had also requested to bring in Candy bars for the Kids ..which we allowed as a customer serviceThe day of the party on 10/15/17, at the time of check in ..the front desk manager went over the party package details again to make all was in orderAgain there was no issue till that point. After bouncing and closer to end of party she mentioned to the manager that she expected to get pizza for the kidsOur manager tried to inform her it was never included in her package ..and then she refused to pay for all of her party...accusing us of lying , scamming themOur GM was called in to make sure she understood she had obligation to pay and that we were NOT charging her for any pizzaThe receipt clearly showed what we charged her for , the pizza were never on itShe and other adults in her party have refused to acknowledge that facts ( just see the written documents ) and have taken to social media to spread stories about how we are scammers and liars and have used foul languageThe customer refuses to accept the responsibility for her own understanding of the documents and blames employees for not informing herThe police was called to make sure because of several adult members of her party occupying the lobby areas , were clearly refusing to pay and making a sceneIt was a safety of our employees/other customers ..and to keep the matter civil in the lobbyWe sincerely regret the outcome ..but I am not sure if we could have things any differently

I was directed via the phone to email you about my case # [redacted].  I received the requested amount of reimbursement for the double billing.  Thank you for the prompt attention in helping with this matter.

The customer refuses to acknowledge the policy in their booking letter.  They received and opened.  They cancelled the day of, despite it being explained over the phone and through email.  No note regarding an alleged illness was ever received.

Disappointed Experience: On Saturday, October 7, 2017 I booked my daughter's 5th birthday party with Bounce U Cherry Hill. We booked for the Spectacular Party of 20 Kids. We also upgraded the Cake Design to Doc McStuffins added the Bubble Party (additional $15.00) along with the character Doc McStuffins (additional $50.00). My party started at 4:35pm however, we arrived a little earlier to ensure all of the kids would not miss the bouncing for an hour. While waiting in the lobby area we completed the waiver forms and made sure all our children had on socks. I noticed the party before us (4:00 pm) had a gift bin with the birthday child's name and age on it for gifts to be placed as his guest arrived. This is where the unprofessionalism kicked in. FIRST COMPLAINT: As my guest started to arrive for my daughter's party there was NO BIN available to place her gifts. This became a inconvenience because now my guest are walking around carrying gifts(in which some were big boxes). I asked the First party pro if he could make sure my daughter's bin is placed in the lobby because we have guest arriving with nowhere to put the gifts. He said ok! About 15 minutes go by more guest arrive with more gifts still NO BIN. I asked a different party pro. He said okay! Now we are watching the video before going into the play area, more guest, more gifts NO BIN. Before you know it we are now in the play room in which most of the parents are carrying gift bags and boxes because there was no place to put them. I asked another party pro who advised the bin should have been placed in the lobby but I was assigned a New Party pro who doesn't really know what he's doing. I immediately go out into the lobby and speak with the manager who was not that much help as well. After about 20 minutes went by you see a Party pro push the bin in the party room and leave it in the middle of the floor. (I'm LIVID By now). We had several toddlers and teens who could have easily been hurt with the bin in the middle of the floor. SECOND COMPLAINT: After trying to get the bin situation straightened out we didn’t notice until 20 minutes into the party that the bubble machine was not on which was supposed to start as soon as the kids entered the play room. This was an additional $15.00 that we had to pay as an add on. I went out to the Front desk AGAIN and asked about the Bubbles and the character which both should have been included; The manager told me the Bubbles should have been started and she would send someone in. As far as the character it takes them a while to come in but they would be right in. THIRD COMPLAINT: When Doc McStuffins (supposed to be) entered the room she was being advised where to walk and what to do by another party pro because she Couldn't see through the costume. The character was actually scary to some of the kids because he was moving in a slow position and was just not upbeat at all. By now I've been to the front desk 6 times to let the manager know to take the character off the bill I refuse to pay for someone performing like that. FOURTH COMPLAINT: Move from the Play room to the party room which the floor was Soak and wet from the party before. Several of the kids either slipped or almost fell because the condition of the room was not well enough to have guest in it yet. By now my husband is at the front desk complaining to the manager. We ask the Party pro to dry the floor, his response was we don’t have anything to dry the floor with. He brings out the wet broom they used to clean the room with to make the floor even more wet. By now my husband and I are taking paper towel and drying the wet spots on the floor. Something BOUNCE U employees should have did in the first place. We were basically doing their job. FIFTH COMPLAINT: Our party package was supposed to include 2 slices of pizza for 20 kids. The slices were the size of bread sticks and by the time they got to the 15th kid all of the pizza was gone. Back to the front desk to complain who had to take 5 slices of pizza from the party after us to fulfill our pizza promise. The Manager was not professional at all. She did not show any empathy for the multiple issues we experienced and I just felt she did not care to show any type of empathy. She simply didn't care. The poor experience that took place for my daughter's birthday party has now changed my mind about the BOUNCE U brand. I hope these issues are corrected before the next 5 year old' birthday party is ruined. I will never have another party at bounce u and for those who are looking into it DON"T DO IT.

Sincerely,
Disgusted Consumer

If you go during the day then bounce you is more welcoming. It is well structured for children. But, if you go during the night or pizza night. The staff is tired, the guys who are supposed to be watching and directing the children are hanging on the inflatables, hanging out in the middle talking.

The children are unsupervised parents are in a frantic with the younger ones because the older children are pushing and cutting. The little ones have no chance what so ever. It is basic hold your own free for all. You are paying 16.95 a child so your child is to have a gold time. Well they are not. The pizza they serve is cold and the juice is water down.

I have pictures to back up what was going on last week on in Feb.2016. P.S. There is no real adult supervision there. The staff range from college kids to about 25 years old.

Review: I had a birthday party scheduled for the Bounce U in fishers when I find out the day of my daughter's birthday which was Sept. 10th, 2012 that they closed and her party was cancelled. The manager of the bounce u in fishers called me about 1:15 that day to tell me they closed their doors a week earlier and that we had to find a new place. He said my refund of $50 would be in the mail since they had to cancel her party. It is now almost 2 months later and I still have no seen any refund of any type. I have tried contacting their corporate office many times regarding this issue and left several voicemails and I get no response. I am highly annoyed that 1) I was not notified when they closed, they waited till the day of my daughter's party to contact me and 2) I was never refunded my money like promised, per their contract agreement!Desired Settlement: I just want my refund that was promised to me, and if they do ever open another Bounce u in the Indianapolis area, a free party seems deserving after all this time.

Review: I had booked my 3-year old daughter's party at Bounce U. The party was scheduled for March 9th at 2:00pm. Exactly two weeks before the party, she fractured her elbow and had to have surgery and a cast for 3 weeks. I requested a refund of my $100 deposit and was told they could not refund me because I was within the 21-day cancellation policy, even though I sent them hospital paperwork for proof. They said they could only refund me if they fill the timeslot. About one week prior to the party date, I received a call that they filled the 2:00 timeslot and that I would be receiving a refund. I received two phone calls, one of which was from the owner, telling me that I would receive the refund. It is going on 7 weeks and I still have not received my refund. I've emailed and left several messages for the owner and have not received a phone call back regarding the status of my refund.Desired Settlement: I would like to receive my $100 refund as soon as possible.

Review: WORST experience I've ever had!!!!!! The Owner is the most UNPROFESSIONAL person I've ever dealt with... We signed up for their "Spectacular" party which is supposed to include: Each SPECTAC-U-LAR PARTY includes the following for up to 20 participants: Complimentary 22 full-color invitations. 1 hour of PRIVATE playtime in 2 BOUNCE ROOMS - Our time was cut short by 20 minutes (5 minutes late start, 10 minute wait from 1st room to the next, 5 minutes early leaving 2nd room)... We've been to 20+ parties here or at other Bounce U's & that was never the case... 45 minutes in a PRIVATE, fully decorated PARTY ROOM to celebrate your event. - When we entered the room it wasn't decorated at all... Plates & cups were not out & the Big guest of honor chair for my son was not in the room...My wife & I helped lay out all the paper goods... Souvenir t-shirt for the guest of honor - We did not get any t-shirt 4 large cheese pizzas - There were (4) Pizzas total but they charged me for (2)... @ $31.00 Drinks for all kids - Drinks were there but again, we (my wife & I) and other parents were giving out the drinks because their "Party Pros" were not doing it. 1/4 sheet personalized ice cream B-day cake - We never received our cake... We did bring our own but because it's included in the package we intended on using their cake as well, but again, we did not get it. A bouquet of 6 colorful balloons to decorate the room - There were ZERO balloons in the room Your choice of party favors for up to 20 guests - After confirming with us 3 times which favors we wanted, they came out with the wrong ones at the end... Right when we cam into the party room, a young man came in to ask how the party was going & my wife advised him that it wasn't going well & that we lost so much time in the bounce rooms... His response to us was, "Well you know, I'm sorry that's how it is sometimes." Then after the party when I requested to speak to someone in charge for the 2nd time, the young lady who was the manager was very nice & pleasant, however had no authority at all to do anything.... She asked me to give her a minute so she could call the owner... after waiting close to 20 minutes, she came back to me & said, he says sorry & I can offer you (2) free 1-day passes. I found that laughable so I asked again to speak to him or someone who has authority there. I even offered to leave $400 as good faith until someone who could make a decision was able to speak with me... She went to call him again & after another 15 minutes cam back & said, "he told me if you won't pay the full bill to call the police." At this point I was STUNNED that: (A) the owner wouldn't even have a conversation with me, (B) that no one in the whole facility had any sort of authority at all... I mean it's Saturday afternoon, I'm sure that's the busiest time for a kids birthday party venue, & (C) that he would have the police come in while all other parties are going on. I couldn't believe that this was even happening, my friends, family & more importantly my kids were sitting there watching all of this... So another 30 minutes passes & the Police show up, I reviewed the story with them & they basically told me that they shouldn't even be there & should be handled by the owner... Who by the way still refused to speak to me directly.... and because he would not discuss the issue with me, I left & immediately took the cash out off the account of the debit card they had on file... As expected, they tried to charge my card on file an hour or so later & THEN the owner finally called me.... We did not talk at that point because I was then at work & couldn't take the call... I don't want to condemn Bounce U as a company... I've been to other Bounce U facilities & never ever was treated this way... As for this particular location & owner... Never again.Desired Settlement: 1st: The bill needs to be adjusted to fit what service we actually received. 2nd: I want a formal apology for calling the authorities in front of all my friends & family, instead of being a professional & handling the situation with me right then & there.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Bounce U has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,