ComplaintsforItsy Bitsy Zone

• Initial Complaint

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/05/2021 I visited this establishment with my two kids (age 2 and 1) paid via debit card. Had a blast. Left at closing time. A few days later my one year old was diagnosed with hand foot and mouth virus. We had not been anywhere other than Itsy Bitsy Zone. I then contacted the owner via email. I received no response. So I then called. I spoke to a woman and informed them my child had contracted HFM while there. The woman had no idea what it was. This being a business who only has children there, they should know all about it. Then I receive a call on my cell phone from a different female talking about the situation with me stating she had had someone call and cancel music class due to HFM and still she kept the establishment open. Myself, two kids, cousin, and her son were there from 9:30am to 1pm. And not one time did the woman running the place come out and disinfect or sanitize ANYTHING. Now here we are 11 days later and I received a $45.00 charge on my debit card from Itsy Bitsy Zone. I contacted the owner via email again. Who then contacted me back stating her system messed up and the initial charge from ELEVEN days ago never went through for her customers. So seeing that I only use this account for bills, I only had $1.73 in it. So I was overdrafted $45.00 on top of a $30.00 insufficient funds fee added on By my bank. Which both couldve been avoided if her system was run properly to begin with. I received no apology or anything from the woman. All I did receive was a negative account balance right before the holidays. As a mom on disability with three kids, this is not something I needed during this time of year. And on top of it, I now have to watch my other two kids for symptoms of hand foot mouth.

  Customer response

  11/28/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

  Business response

  11/29/2021

  Dear customer,
  I am sorry that you did not have an overall positive experience. Im glad you enjoyed your
  playtime and the free music class that I added during your visit. You may not have noticed, but
  during your visit bathrooms and instruments used in music were sanitized between classes.
  We do not clean toys while children are actively playing with them during a play session as one
  of our cleaning methods involves a botanical disinfectant solution that needs to remain wet for
  four minutes on surfaces. We do that at the end of the each daily play session between
  groups. There are germie boxes located through our facility for customers to place any items
  that were put in a childs mouth during the visit for extra cleaning attention. We posted signs
  reminding customers of policies regarding masks, illness, and hand sanitization before entry.
  We did have an issue with our credit card machine not closing the pending transactions
  properly in a timely manor which we posted on social media to help alert cardholders. I did
  refund you for your inconvenience. I hope it helps during the holiday season.
  Itsy Bitsy Zone

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