Complaints

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Owner charged my card an arbitrary & previously unaddressed/undisclosed fee upon my arrival for my sons pre-booked party. This fee was wholly inconsistent with the booking confirmation and all subsequent email correspondence regarding my balance due. The owner, *****, didnt have a valid explanation, was rude, and seemed to apply the fee discriminatorily.

  Business response

  08/09/2023

       This will be the same answer as given to the customer at the time of party payment:

  We are happy and proud that all birthday party booking are only over the web site (no exceptions). In order to proceed with the party booking, customer must read and confirm to terms and conditions, in order to book a party by paying the retainer. Unfortunately, we have no control whether or not the customer has read over all party details, or just skipped to make the payment.

  The customer booked a private facility party (renting whole facility for 2 hours after business hours) party  package and as you can see on web: **************************************************************************************************** price for this party is 500$ plus 10% service fee from entire total. So 500$ package + 50$service fee - 300$retainer = 250$. And this amount was total price and was paid. 

  We can confirm that we never got any hiding fee and all info about packages are fully visible and available online. 

  Only optional fee is the tip to the employee who take care of party, which the customer chose not to. 

  Thank you

  Customer response

  08/10/2023

   
  Complaint: 20398556
  
  I am rejecting this response because:

  Per the owners instructions, I emailed immediately to request a copy of any waiver I signed agreeing to an additional fee. I emailed twice, with NO response, so I feel like that was just a way to distract me. No one has sent me anything indicating I signed anything or agreed. Additionally, there was no follow up or questions about tipping anyone after my party. The initial interaction was so unprofessional and fraught, I cant imagine who I mightve been asked to tip. 
  

  The owner assured me at the time I questioned the additional fee upon my arrival, that I could send an email and get a copy of the waiver I signed agreeing to all fees, this still has NOT happened. Moreover, I sent BBB copies of the only email correspondence I ever received upon booking my party, and compared it to the receipt they gave when I arrived and they actually charged my card. 
  

  The business owner was unprofessional, dishonest, and overall rude and cold to me and my unsuspecting guests. 

  
  Sincerely,
  
  ***************************

  Business response

  08/15/2023

       As we stated before your party (online form), during your party (personally), and responding to BBB complaint - THERE IS simply NO WAY TO BOOK PARTY ONLINE (and yes you booked online - because there is not any other way to book) WITHOUT NOT CHECKIING BOX TO AGREE TO TERMS AND CONDITIONS AND CANCELATION POLICY - again we are not responsible wheatear you have read all details regarding your party.

       In your rejection respond you saying there was no question about tipping anyone - but there is tip option on register that you choice to skip it at time you paying with your card. So if you can see that was again when you didn't pay attentions to electronic questions.

       We are many years in business and never have a problem with clients not knowing price of party and service fee. 

       For our future clients - our prices are fully visible online and we don't charge any hiding fees that are not mentioned on the website.

     Thank you    

  Customer response

  08/18/2023

   
  Complaint: 20398556
  
  I am rejecting this response because:

  This is precisely the rude communication I was met with at the party. I indicated at that NO point was I asked to tip AFTER the party - under no circumstances would I have tipped before when the owner had behaved in such a way, and had no way to prove I signed a waiver or checked a box. Moreover, there was an immediate dismissal of my concerns about the additional fee, and a dishonest answer when the owner stated I could email and see the waivers I personally signed agreeing to the fee. I cant account for what ********************** Clubs policies were after I booked my party, but at the time I booked, I received a confirmation and balance due email that was inconsistent with the price I was given when I arrived with my family for my babys party.
  

  Despite repeated requests, I have yet to receive copies of my waivers as I was promised - only back and forth. As a matter of principle, professionalism, and to avoid any similar issues, perhaps the business might make sure the booking confirmation email reflects the actual balance due, and not try to surprise customers with additional fees handwritten on the back of a sheet of paper on the day of their events. 
  

  It would be nice if the business didnt skip over or fail to read my email requests, as they allege I did with the waivers. It also might be better business to put more effort into being forthright & making sure fees & communications about those fees are consistent, as opposed to putting so much effort into being nasty toward customers when they simply ask for proof that they agreed to an additional fee. 
  

  Yes - I did book online, and Im not so concerned about how many checkboxes I clicked, as I am Kiddy Club showing me the waivers I signed agreeing to anything other than the balance my confirmation indicated that I owed, as they promised. 

  
  Sincerely,
  
  ***************************

*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. ↩