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:03/03/2025

  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.

  I was rudely asked to leave with my son and four friends because they are to loud there 11 year old boys of course there going to make noise at a trampoline park, I also ordered food, paid for it and I never received it, I offered to wait to take it home and was told I could not wait for it and I would not get a refund, I was told we dont want these kind of kids here we were there literally seven min I want my money back that I feel was taken in very bad faith.

  Business Response

  Date: 03/05/2025

  To Whom It *** Concern,
  Bravoz Family Entertainment is committed to providing a safe, family-friendly environment for all guests. We have a Patron Responsibility Code posted throughout our facility, which outlines behavioral expectations to ensure the safety and enjoyment of all visitors. Our staff is trained to enforce these rules fairly and consistently.
  Mr. ***** *** and his children originally visited our facility on December 7th, 2024. During this visit, his children were observed using foul language and physically pushing other guests. Due to this behavior being in violation of our Patron Responsibility Code, they were asked to leave. As a precaution, their waivers were flagged so that if they returned to our establishment, our staff would be aware and could monitor their behavior accordingly.

  
  On Saturday, March 1st, 2025, Mr. *** and his children returned to Bravoz. Before selling them tickets (which are non-refundable under any circumstances), our General Manager reminded Mr. *** of the previous incident and informed him that any misbehavior during this visit would result in a permanent ban from our facility. Mr. *** assured us that there would be no issues. However, within five minutes of their admittance, our staff received a report regarding inappropriate behavior in the dodgeball area. The children were using offensive language, disregarding the rules, and disrespecting our staff who was attempting to have them behave. A manager promptly addressed the issue and issued a verbal warning that no more of this behavior would be tolerated. Shortly thereafter, management was notified of another incident involving the same children. Upon locating Mr. *** in our restaurant area, our manager explained that the children's continued misconductboth in behavior and languagewas unacceptable. During this conversation, the children laughed at the situation, and Mr. *** reacted with anger, flipping over a barstool in the restaurant before storming out of the facility. At no point during this visit was a food order mentioned, and our system contains no record of any such transaction. Furthermore, we have video footage that verifies the reported behavior of both Mr. *** and his children. After leaving the premises, Mr. **** children repeatedly called our main phone line, shouting profanities at our staff. This conduct is unacceptable and further reinforces our decision to uphold our zero-tolerance policy for disruptive and inappropriate behavior.
  As a family-oriented facility, Bravoz must prioritize the safety and well-being of all our guests. Given the repeated violations of our policies and the continued disrespect shown to both staff and patrons, Mr. *** and his family have been permanently banned from our facility.
  We take all customer concerns seriously and appreciate the opportunity to provide clarification regarding this matter.

  
  Sincerely,
  ***** ****
  Owner
  Bravoz Family Entertainment

• Initial Complaint

  Date:09/20/2023

  Type:Product 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.

  On 08/19/2023 I hosted my son's 10th Birthday Party at Bravoz. I want to start off by saying that the ladies who book the partied , I believe it was ***** and someone else were very kind and helpful during the booking process. Now to the day of the party. When I arrived I received 14 cards that the kids were to use for Laser Tags and something else. It was very unorganized from the beginning. I could never get questions answered as I was told that my host was doing something else, I believe in the back for a party. I booked the party for 15 people. The day of the party I ended up paying for 26 kids as there was no type of organization when guests arrived. My host was only at the front for maybe 30 minutes after the start of my party so when people arrived and told them they were there for my party no one came to get me to confirm the number of kids or anything. Some guests bought in additional kids that were not a part of my party but they were added, They should have had a hosts to communicate with you the entire time your party was booked. When booking it stated that you get a private host so I assumed that I would have access to a host for the duration of the party which was not the case. I had no communication with my host until it was time to serve food and barely any communication then. When the food was served none of the kids drink the fruit punch as they kept stating that "it was nasty." I taste the drink after so many complaints and it taste like water. When I informed the host she apologized but did not replace the drinks. Parents had to purchase their kids slushies and bottled drinks from concession for them to have with their food. Lastly, a few days after the party two parents who kids I paid for informed me that they paid for their kids on one side of the desk then where they got their socks from they were added to my party list. This party was so not worth almost $1000. I could have just come and ordered pizza and pad for kids for the service receiv

  Business Response

  Date: 10/11/2023

  Dear BBB:

   

  We are very disappointed to receive your letter, but thank you for reaching out. We would have been more than happy to discuss this matter with our customer had she contacted us directly. We have investigated the customer’s complaint thoroughly, as we strive to provide the best birthday party experience in North Florida at a great price (as compared to our competitors). We do believe we provided the party experience the customer paid for, and in fact provided it at a discounted rate as you will find in our account below.

   

  First, some general information about our parties (from our website):

  We offer two party packages at Bravoz: Classic or Ultimate. The only difference is the number of attractions that guests will have access to. Both packages include:

   

  •   VIP (Very Important Party!) check-in and welcome to Bravoz.

  •   Activities, pizza, and drinks for your Guest of Honor and 10 guests (plus no charge for non-participants). Additional guests over this number are charged at a per person rate.

  •   Jump socks for party participants.

  •   UNLIMITED PLAY ALL DAY on our attractions, even after the party is over!

  •   Private, glow-themed party room, available for 45 minutes to enjoy pizza, drinks, and cake! 

  •   All paper goods and tablecloths.

  •   A party host dedicated to setting up, serving, and cleaning up your party.

  •   A Bravoz T-shirt for the Guest of Honor

   Digital invitations

  A dedicated party host to serve the food and drink in one of our party rooms

   

  Any party that is booked at our facility receives specific information about our party process and what is included, both over the phone at the time of booking, as well as being emailed to them with their party confirmation (this information is also available on our website). This information is reviewed again with the customer a few days prior to the party when we speak with the customer to confirm their final head count and any additional food they wish to order for their party.

   

  All of our parties are checked in at a dedicated birthday party check in desk. There is a party staff member present at this desk at all times for parents to access should they have additional questions during their party.  Any guests presenting at this counter must identify the party they are checkin in for, and they are checked in under that party. Unless the mom provides us with a guest list to reference, or if the mom stands at the front desk as guests check in, we assume if a parent is checking in a child for a party, they were invited. Regular walk in patrons do not check in at this desk, there is a separate counter for non-birthday party guests.

   

  In addition to the party check in desk, there were an additional 14 staff members and two managers present in the facility during the timeframe the customer was with us.

   

   

  Customer Interaction:

   

  On August 11, 2023 the customer reserved a party for August 19, 2023. Her party was booked by our General Manager, ******** ******. During the conversation the customer mentioned she had younger kids and our GM informed her that if she goes over the 11 participants included in the party, we would accommodate any children who were toddler aged at a discounted rate instead of the regular additional party guest rate.

   

  On August 14th the customer contacted us to reschedule the event to a different timeframe.

   

  On August 17th, we contacted the customer to confirm final details of the event and the customer added an additional pepperoni pizza and confirmed she would have 17 participants. 

   

  On the day of the party, we were not provided with a guest list to reference as guests checked in. Party guests are asked to arrive within 15 minutes of the party start time. After this check in period, party participants who have arrived are sent out to play. Any late guests are checked in and sent directly out to the attractions.

  We checked in a total of 24 guests for the customer’s party at the party check in desk, many of these after the majority of the party had been sent out to play. Our staff is not able to leave their station at the party check in to find a customer in our 40,000 square foot facility to verify guests if guests checking in late are part of the party, again we assume if they are checking in at the party desk they were invited to the party. A guest list would have been extremely helpful in this situation.

   

  The customer statement mentions that she did not have her host during the duration of her party. Her party host was present at the check in desk to check in the customer’s party as well as served the food and drink in the private party room. The customer mentioned her party host “disappeared”, we believe she must have been referring to the timeframe her party host would have been preparing the customer’s food and drink in our kitchen prior to the party starting in the party room. As for the drink stand not being sweet enough, we make them fresh for every party in accordance with the directions provided on the drink mix packaging. We have many customers who complain it is too sweet.  We believe this is a very subjective complaint, as every persons taste is different. We do understand the party host apologized to the mom for this, and most kids are seen on our video surveillance footage drinking the punch. There was also a water station in the party room, so guests did have access to an alternative beverage during the party time.

   

  All parties are checked out by a manager. At this time customers are asked to complete a survey about their party experience. There was no negative feedback documented on the survey the customer completed at the check out process, nor were there any questions about the number of guests she was being charged for.

  At check out, a total of 24 guests were charged; 18 were charged at the normal party guest rate, and 6 toddlers were charged at a discounted rate (which is not our standard practice but was offered by our General Manager). The customer paid her bill of $852.68 and left a $10 tip for her party host. 

   

  Each customer that plays at our facility has a customer profile in our point of sale system showing all sales. Our General Manager has done a thorough cross check of every customer that was checked into the party, and not one participant paid separately through our general admission line on that date.

   

  We are disappointed the customer does not feel like they had an excellent party experience, and they did not feel comfortable reaching out to us directly to discuss any concerns. We thank you for being the go between and if we can answer additional questions, please don’t hesitate to contact me directly.

   

  Thanks,

   

  ***** ****

  Owner, Bravoz Entertainment Center