Pump it Up

Our package request includes a photo shot during the party. We didn’t take any pictures since the staff start taking pictures during the party. While celebrating the Birthday in the room they display all the pictures on the TV, and we can see it. Almost at the end of the celebration the manager called and said she got issue to upload the pictures and get access code because of networking issue but she promised to forward to us on Friday August 12/2022.
On Friday the other manager on Duty told me after he communicated with her in text that my photos are lost, and they gave me a support phone number to get help. The number is 408-371-1200
The support number is intended for the use of internal (pump it up employees) who encounter issue not for outside customers. The choice and the information needed to transfer like store number and the system issue description request literally indicates its for pump it up employees. I have tried it several time but no human contact except machine voice requesting to leave a voice mail including the store number. Then I call back to the location several times during the day they didn’t pick up my phone,

1 – My quality of service compromised, and they don’t want to resolve the issue. The reason I said that they gave me a non-working number to outside customers, and they refused to pick up my call when I try to get back with them all the memories lost, and my family disappointed, but they don’t care about the loss they cause on us. Big part of the Birthday is ruined. Nothing left to look back and enjoy for the money we paid for the entire party.

2 The manager Toni Rhymes didn’t tell us the truth instead she promised that we will get it on Friday 08/12. Bad customer service in Alexandria location

[redacted] Our company policy is for deposit are as following (A $non-refundable deposit is required to reserve your partyThe balance is due and payable on the day of your party) This is stated on our website and also the customer receive a confirmation email with our company policy.Here is the exactly email the [redacted] receive when she booking her party on 4-2-2014.Please feel free to contact me if you have any questions [redacted] RE: Pump It Up Event Reservation Confirmation Thanks for choosing Pump It Up Newport, DE for your event on Saturday Apr 12, at 8:PMYour $deposit guarantees your reservation and will be applied to the final price of your Weekend Ultimate Your Weekend Ultimate includes minutes of active play time in our amazing indoor inflatable bounce stadiums, followed by minutes in a colorful Pump It Up Party RoomYour event's base price of $includes up to total invited participantsUp to additional invited participants can be added at a cost of $eachParents accompanying your invited guests are welcome to stay Your event includes access to our exclusive and easy-to-use Pump It Up Online Invitation System, which automatically provides a copy of our standard Release and Waiver to your invited guestsAll participants, without exception, will be required to provide a completed Pump It Up Release and Waiver during your event's cheperiodRelease and Waiver forms are also available in our lobbyPlease note also that all participants must wear socks and that as the host of this event and for safety's sake, we require that after your event concludes you stay on our premises until all your guests have departed We'll contact you by telephone 3-days prior to your scheduled event to confirm your event's details, answer any questions you have and review your choices from our extensive list of food, party favors, decor and value-priced upgradesPlease check our website for more information on our food policies Throughout your event our dedicated party pros will do all the work so you can have all the fun, and an optional gratuity for them (which you can simply add to your final bill) is always appreciatedThe bill for your event will be presented to you near the conclusion of your eventWe will gladly accept MasterCard, Visa, Discover, American Express, or cash for your final payment at the close of your eventPLEASE NO CHECKSGratuity for your event hosts is welcomeDeposit are non-refundable.If you cancel your event within days of the event you are responsible for 50% of the total party price.If you cancel your event within days of the event you are responsible for 100% of the total party price OUTSIDE FOOD No outside food or drink are allowed with the exception of cake or cupcakes We're looking forward to bouncing and celebrating with you! Pump It Up Newport, DE All The Best [redacted]

Our goal with all our customers is to provide good customer service For that reason, we offer a one year warranty on all our work In this situation, we were able to replace the motor at no extra charge The technician was in contact with the customer directly, rather than through the office so the schedules that were made were not always accurate Appointments should be made with the main office in order to make sure that a technician will be on time Although the problem was taken care of, it is unfortunate that there was so much misunderstandings and confusion between the homeowner, tenant, and technician We apologize for all the inconvenience these confusions may have caused A receipt will be provided for all services that were performed through warranty

In response to the previous response from Aladdin; each phone call I made was to the office, not a technician I still haven't received a receipt from the replaced motor The fan is again not working I would like a full refund so I can have my a/c unit fixed correctly and honestly by another company This company has had opportunities to correct the problem and have not done so

I personally spoke with the customer regarding the change in the brand of the unit to fit her needs and what we installed actually costs more than the original proposed unit therefor there is no grounds for any credits Please let me know what I need to do moving forward [redacted]

I am responding to the complaint by [redacted] Because Ms [redacted] lives in a mobile home, we installed a mobile home heater and air-conditioner Regarding why the air-conditioner was replaced; it is true that the new minimum standards beginning last year required the new Freon 410A setup and the complete unit needed to be replaced in order to do that What was misdiagnosed was that even though Ms [redacted] lives in a mobile home, the mobile home heater was not necessary and the sshe has requires a regular heater When I discovered that, I spoke with Ms [redacted] directly and explained to her that we would be bringing in the new heater, which was more expensive, at no charge to her Before the installation was made, Ms [redacted] gave her verbal consent to the change There is no recourse for a request for this sum of money when there was no extra charge collected from her We rectified the problem and installed a brand new heater and air-conditioner while providing a ten year parts and labor warranty We value Ms [redacted] 's business and all our customers and apologize for any inconvenience or misunderstanding that may have occurred

The staff is courteous, and its always a great place for kids to burn some energy

July 23, 2015Thank you for an opportunity to respond to this filed complaint (ID ***).We sincerely regret the inconvenience our valued customer experienced.Due to the nature of our business, and the volume of guests each day, it is necessary we hold the policy that customers are responsible for
all their personal itemsThis policy is posted near key entry points in our facility (see attached photographs).We do allow customers who host events at our facility to bring decorations for our private party rooms, and, after the event ends, staff typically help bring hosts’ belongings to their carsWhile it is our strong intent to bring out any and all unused items, ultimately the responsibility must remain with the host to ensure they account for all of their belongings before leaving.In this specific instance, about min after the customer's event ended, a staff member noticed that a *** Princess reusable tote bag (~$at ***.com) was left in our custodyThe bag contained a folder of papers (unknown price), pack of eight character-themed plates (~$at ***.com) and pack of character-themed napkins (~$at ***.com)The bag was brought to the manager on duty who investigated with the rest of the staff to determine the owner.Once he identified the owner, the manager phoned the customer to inform her that her items would be held aside for retrieval at her convenience during daily business hours(We are open until pm days per week.) She requested that we mail themHowever, staff are unable to mail items, so, for her inconvenience, the manager offered two free admission passesThe customer refused this offer stating the location is too far to ever return to, so the manager offered to credit her event in the amount of $The customer refused this offer, emphasizing the importance of the tote bag to her daughter, who used it for swimming and really liked itThe offer was repeated and met with adamant refusal.In an attempt to accommodate what the manager heard as the customer's stated need for the return of the tote bag but her unwillingness to drive back to the store to retrieve it, he ordered the same bag on ***.com to be shipped directly to the customerHe called the customer again so she would expect the deliveryBelieving the matter was now solved; he placed the pack of plates and pack of napkins in our lost and found and discarded the folder.After receiving the bag, the customer called to express her strong dissatisfaction that she did not also receive the paper products and the folder of papers, newly emphasizing the importance of the folderUnfortunately, the folder had been discarded after the customer's adamant refusal to return to retrieve itAt this point, a $refund was requested and denied.We openly invite the customer to return and visit our lost and found to retrieve the plates and napkins.Sincerely,Yalonda LCo-Owner/General Manager

Business states that they have contacted the consumer directly Business went out to the actual property to address consumer concernsBusiness believes consumer issues have been addressed

I am rejecting this response because:I don't understand that after a company being in business for 35-years, did not know what kind of unit to put in my homeThey knew it was a mobilehome and that my heater was outside at the back of my homeI have been so upset over this whole ordealFrom Dec21,to Jan 10th 2016, I barely had any heat in my house except from my neighbors small electric heaterDuring that time, I was getting up between 230am and 330am to go to workIt was very cold and I shower in the ams before workI do not have the matching Coleman units that I had signed for on the contractI wouldn't have paid $for an unmatched setThe owner, ***, came out only one time during this whole situationI had called his company several times to try and take care of the problemNo heatAlladin had no problem cashing my $check right after Christmas, even though my airconditioner wasn't even hooked upI called them out to check out the air and that was around the 3rd week of JanuaryThey had also left the old vent laying on the roof of my houseI have pics of that but I don't know how to download them on the computer.My brother took pics of it just laying there on the roof and then dropped it to the groundIf there had been a strong wind, it would have rolled off and could have hurt someone very badly because it is about foot long and weighs 60-lbsI would thinkI still have that hereAlladin also took my old airconditioner and thermostat, which there was nothing wrong with them, without my permissionLike I said before, *** and I did have a conversation about the wrong type heater being put inHe didn't even know which brand they would replace it with because I asked himHe did not tell me that he was going to put in a more expensive one..If anything, he kept complaining that he was going to lose $2-$on this job and that he couldn't even resell the wrong unit they put in , as new, because it had been usedI again told him it was not my fault and I didn't want some rinky dink unit put in because he was losing moneyHis installer, *** , was even there.This has been a horrible experience for me as a single, older womanI hate to be taken advantage ofI honestly feel that Alladin owes me some of my money back because of all the inconvenience and mistakes they have made

Our goal with all our customers is to provide good customer service. For that reason, we offer a one year warranty on all our work. In this situation, we were able to replace the motor at no extra charge. The technician was in contact with the customer directly, rather than through
the office so the schedules that were made were not always accurate. Appointments should be made with the main office in order to make sure that a technician will be on time. Although the problem was taken care of, it is unfortunate that there was so much misunderstandings and confusion between the homeowner, tenant, and technician. We apologize for all the inconvenience these confusions may have caused. A receipt will be provided for all services that were performed through warranty

I am rejecting this response because:When my heater went out, my Air conditioner was working fineNever had any problems with itWhen ***, from Alladin came out he told me that the new heater would not work with the older airconditioner because the Freon had changedHe then talked me into purchasing a set Heat/Air conditioner units for $6000.00 I was totally upset and started cryingI am a single woman with only my incomeThe only contract I signed was for a coleman brand heater and airconditionerIt was a flat rateThey put it in on the 21st of December and I gave them a check for that amount on the 24th. Everything should have been completed by thenI had to call out the business several times because the heater kept shutting of* came back the following week cuz I had called him and told him it kept shutting offI had to borrow my neighbors portable heater for almost a month because I was getting up at am to shower and go to work*** told me it needed more ventingHe said he would send someone out after the holidays to vent it properlyIn the mean time, my door to the heater was propped open with a piece of wood and my ladder*** finally came out to vent the door and the heater was still shutting offThat's when the owner, *** came out on the 9th of January and said they had installed the wrong type of heaterThe one they installed was for indoors not out*** then told me that I needed a different unit made for out doors*** told me then that he was going to lose 2-$I told it that it wasn't my fault*** then said he couldn't resale the unit cuz now it was usedI again said it wasn't my faultI ask *** what brand he was going to put in and he said he didn't know.Eventually, after afew calls from me, they finally hooked up the air and that was about the 3rd week in JanuaryI do not have a matching set that I had agreed toI am very unhappy with all of this

In response to the previous response from Aladdin; each phone call I made was to the office, not a technician.  I still haven't received a receipt from the replaced motor.  The fan is again not working.  I would like a full refund so I can have my a/c unit fixed correctly and honestly by another company.  This company has had opportunities to correct the problem and have not done so.

I personally spoke with the customer regarding the change in the brand of the unit to fit her needs and what we installed actually costs more than the original proposed unit therefor there is no grounds for any credits.  Please let me know what I need to do moving forward. ...

[redacted]

I am responding to the complaint by [redacted]. Because Ms. [redacted] lives in a mobile home, we installed a mobile home heater and air-conditioner.  Regarding why the air-conditioner was replaced; it is true that the new minimum standards beginning last year required the new Freon 410A setup and the complete unit needed to be replaced in order to do that.  What was misdiagnosed was that even though Ms. [redacted] lives in a mobile home, the mobile home heater was not necessary and the set-up she has requires a regular heater.  When I discovered that, I spoke with Ms. [redacted] directly and explained to her that we would be bringing in the new heater, which was more expensive, at no charge to her.  Before the installation was made, Ms. [redacted] gave her verbal consent to the change.  There is no recourse for a request for this sum of money when there was no extra charge collected from her.  We rectified the problem and installed a brand new heater and air-conditioner while providing a ten year parts and labor warranty.  We value Ms. [redacted]'s business and all our customers and apologize for any inconvenience or misunderstanding that may have occurred.

July 23, 2015
Thank you for an opportunity to respond to this filed complaint (ID [redacted]).
We sincerely regret the inconvenience our valued customer experienced.
Due to the nature of our business, and the volume of guests each day, it is necessary we hold the policy that...

customers are responsible for all their personal items. This policy is posted near key entry points in our facility (see attached photographs).We do allow customers who host events at our facility to bring decorations for our private party rooms, and, after the event ends, staff typically help bring hosts’ belongings to their cars. While it is our strong intent to bring out any and all unused items, ultimately the responsibility must remain with the host to ensure they account for all of their belongings before leaving.In this specific instance, about 30 min after the customer's event ended, a staff member noticed that a [redacted] Princess reusable tote bag (~$9.00 at [redacted].com) was left in our custody. The bag contained a folder of papers (unknown price), 1 pack of eight character-themed plates (~$3.00 at [redacted].com) and 1 pack of character-themed napkins (~$2.50 at [redacted].com). The bag was brought to the manager on duty who investigated with the rest of the staff to determine the owner.
Once he identified the owner, the manager phoned the customer to inform her that her items would be held aside for retrieval at her convenience during daily business hours. (We are open until 7 pm 7 days per week.) She requested that we mail them. However, staff are unable to mail items, so, for her inconvenience, the manager offered two free admission passes. The customer refused this offer stating the location is too far to ever return to, so the manager offered to credit her event in the amount of $10. The customer refused this offer, emphasizing the importance of the tote bag to her daughter, who used it for swimming and really liked it. The offer was repeated and met with adamant refusal.
In an attempt to accommodate what the manager heard as the customer's stated need for the return of the tote bag but her unwillingness to drive back to the store to retrieve it, he ordered the same bag on [redacted].com to be shipped directly to the customer. He called the customer again so she would expect the delivery. Believing the matter was now solved; he placed the pack of plates and pack of napkins in our lost and found and discarded the folder.
After receiving the bag, the customer called to express her strong dissatisfaction that she did not also receive the paper products and the folder of papers, newly emphasizing the importance of the folder. Unfortunately, the folder had been discarded after the customer's adamant refusal to return to retrieve it. At this point, a $30 refund was requested and denied.
We openly invite the customer to return and visit our lost and found to retrieve the plates and napkins.
Sincerely,
Yalonda LCo-Owner/General Manager

[redacted]
 Our company policy is for deposit are as following (A $100 non-refundable deposit is required to reserve your party. The balance is due and payable on the day of your party)
This is stated on our website and also the customer receive a...

confirmation email with our company policy.Here is the exactly email the [redacted] receive when she booking her party on 4-2-2014.Please feel free to contact me if you have any questions
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: Pump It Up Event Reservation Confirmation



Thanks for choosing Pump It Up Newport, DE for your event on Saturday Apr 12, 2014 at 8:05 PM. Your $100.00 deposit guarantees your reservation and will be applied to the final price of your Weekend Ultimate 25.
Your Weekend Ultimate 25 includes 70 minutes of active play time in our amazing indoor inflatable bounce stadiums, followed by 50 minutes in a colorful Pump It Up Party Room. Your event's base price of $499.00 includes up to 25 total invited participants. Up to 10 additional invited participants can be added at a cost of $16.50 each. Parents accompanying your invited guests are welcome to stay.
Your event includes access to our exclusive and easy-to-use Pump It Up Online Invitation System, which automatically provides a copy of our standard Release and Waiver to your invited guests. All participants, without exception, will be required to provide a completed Pump It Up Release and Waiver during your event's check-in period. Release and Waiver forms are also available in our lobby. Please note also that all participants must wear socks and that as the host of this event and for safety's sake, we require that after your event concludes you stay on our premises until all your guests have departed.
We'll contact you by telephone 3-5 days prior to your scheduled event to confirm your event's details, answer any questions you have and review your choices from our extensive list of food, party favors, decor and value-priced upgrades. Please check our website for more information on our food policies.
Throughout your event our dedicated party pros will do all the work so you can have all the fun, and an optional gratuity for them (which you can simply add to your final bill) is always appreciated. The bill for your event will be presented to you near the conclusion of your event. We will gladly accept MasterCard, Visa, Discover, American Express, or cash for your final payment at the close of your event. PLEASE NO CHECKS. Gratuity for your event hosts is welcome. Deposit are non-refundable.If you cancel your event within 7 days of the event you are responsible for 50% of the total party price.If you cancel your event within 2 days of the event you are responsible for 100% of the total party price.
OUTSIDE FOOD
No outside food or drink are allowed with the exception of cake or cupcakes.
We're looking forward to bouncing and celebrating with you!
Pump It Up Newport, DE
 
 
All The Best
 

[redacted]
[redacted]
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Review: My daughter was punched in the belly while playing in the inflatable obstacle course at Pump it Up on 8/19. My mother was with her and my two younger children (6 months old and 4 years old) when she notice my daughter had been in the inflatable for a long time. My mother (64 years old) climbed in and found my daughter who told her what happened. My mother complained to the manger as she left. My mother (and I in my past experience) noticed that the attendants were not aware of how many kids had gone in or out of the inflatable and how long they were in there. When I came home from work that night I went there with my mother. I complained but the manager wasn't there. My mother has 3 $50 passes to go to the "open play" times. We wanted to get the balance of what was not used on those cards ($150) refunded after we explained we will not be returning there in the future due to the incident and the lack of concern from the staff. The Asst. Manager was going to refund the money, but my mother didn't have her debit card with her. The Asst. Manager, [redacted], wrote a note saying to come back in the morning and the Manager would refund the money. When my mother returned, the Manager refused and said he needed a receipt. A receipt was not asked for the night before. My mother lives in NY and only visits every few months. She doesn't have a receipt and can't recall when these passes were bought because sometimes she loses them and then just purchases another one. I did search her bank statements and couldn't find a record of purchases to Pump It UP, but my mother rotates through credit cards and that's a lot to search. I've spoken to the manager and the corporate office and they have indicated no refund without a receipt. We want what we were promised and we are unhappy that the facility seems to have no concern for my daughter's or my mother's well being. I no longer have the written note that was given to my mother, unfortunately my mother gave that to the manager when she went for the refund. I also wrote a letter to the corporate office and I've made comments on Facebook trying to get the money back to my mom, but nothing has worked.Desired Settlement: $100 refunded to my mother, [redacted]

Business

Response:

[redacted]

His all of my email to [redacted] who submit the the complain on

Revdex.com.If you have any questions please feel free to contact me.

Best Regards

[redacted]

I wanted to let you know we will be issuing your mother a refund of $100.00.Please let me know if you would like your refund in thr form of a check or refunded back to her credit card. Sorry for the inconvenience that this may have caused your family.