ComplaintsforBilly Beez USA LLC

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had reserved a birthday party for my sons birthday 3 days later an active shooting happened right outside of the location along with an attempted abduction and multiple documented fights. It took over a week and 4 different phone calls to finally get ahold of billy beez to cancel my event due to parents not feeling this location was safe for their children. When i asked for a refund they explained they had a no refund policy. I explained the situation and they understood and said corporate would be reaching out to me. That was 2 weeks ago. I have since called 5 more times attempting to reach someone about my refund with no prevail. Just constant answering machines. No one will give me a direct number to call or offer any assistance in the matter.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We had our daughters 7th bday at Billy Beez in ******* ** on Jan 28th. We paid over $500 and we had the party room for 2 hours. We ended up having to pay extra for a child and his parents even though I paid for an additional 10 adults! First we dealt with a rude manager who had an attitude and had rude comments to ALL of my guests and everyone else that entered Billy Beez that night. We finally got into the party room. The first hour the kids were able to play and have pizza and cake. As soon as they were done and they were ready to play for the last hour, the manager came ******* in stating there were reports of a shooter in the building. It was completely chaos from there. Parents were screaming, kids were screaming. Pure fear and my daughter to this day is traumatized. There ended up being a shooting in the mall a few stores down from Billy Beez and someone was shot and killed. The manager told us that someone from Corporate would contact us to offer a refund of our party or another free party. Our daughter is completely traumatized. no one from corporate called to express their apologies with how chaotic it got, no one called to offer a refund or another party. I have emailed twice then someone by the name of **** called and left me a message to call her back. *** called and left a voicemail FOUR TIMES Now! No one answers at corporate! I want a refund - their customer service is AWFUL and will never recommend any parties there!

  Customer response

  03/31/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my two daughters (8 and 4) to Billy Beez at *********** on 2/22/23 around 2pm. Upon entry I noticed that the exit gate that is normally locked and staffed for safety of the children was broken and wide open without a staff member present. When I left it was still not operable, wide open and no staff member. I walked out with my girls and nobody said anything or checked. There was one girl taking care of guests checking in and the gate to gain entry was locked which didnt make much sense with the exit gate wide open. Later I saw a ******** post by a mother who went to the same location and noticed the same issue with the gate and it stated that a couple tried to walk away with her baby in a stroller until she stopped them and she ended up filing a police report. If Billy Beez offers this safety feature as part of their entry charge and fees they need to abide by it and if the exit door is broken they need to staff it. Otherwise they should inform guests on the way in that this safety measure is not available.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The matter of a verbal assault by the proclaimed manager of the Billy Beez location in ********* ** and an unaddressed injury occurred today, 02/12/2023 and reported same day to the BBB. An attempt was made to further contact higher management, as well as, the corporate contact in ********; however, both automated messages indicated that the voicemail was full and could not accept messages.Today was the birthday party for our 5 year old son, *******, in which we paid for 11 adults and 11 children. Our children were eager to enter and began playing upon entry. Having already remitted payment, followed to monitor the young children just starting to climb for the slide. Further assisted in carrying party decorations and other guests' accommodations. An unidentified employee approached stating that I must immediately exist and could not take photos of our child's cake. When questioning a reason she began using expletives and shouting. Requested her full name, employee ID, and name of her supervisor; however, she responded with more expletives and eventually stated her name to be "******," however, she introduced herself as "****," to my spouse who paid.Attempting to entertain guests and monitor the playing children, our son suffered a cut on hand while sliding due to a sharp portion of the slide. In efforts to report the incident to management, to prevent another child from becoming injured the same aggressive and disgruntled employee refused to fully complete the associated claim form, sign it, or provide a copy of the document.In being a repeat customer of this establishment multiple different occasions over the last several years, it is understood that service and quality are often lacking; however, it was not expected to be treated very disrespectfully and to entirely ignore an injury and safety concern.

  Customer response

  03/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  ************************************************
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid a deposit to have a party in February a few weeks ago. I contacted Billy Beez customer service to say I wanted to cancel because I would not have enough children for the party. They advised my husband and I that if we cancel, we would lose the money for our deposit as is non-refundable. They stated they would provide us a credit instead for the deposit that we can use to take our daughter and that we would get an call back within ***** hours. A few days passed and no one called. We sent another email and they stated the credit is processing and we would get an email. Its been over 2 weeks and still nothing. I also asked if the remaining balance would be charged if the party is not officially cancelled several times and no one has answered my question. I have left numerous voicemails to follow-up and no one returns my call.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We held our daughters 6th birthday party at the *************** location on January 21, 2023. We have not been here in about a year, and I was appalled by the downright disregard for the safety and security of the facility. Our party host, the ** we met, and every other employee we encountered were amazing. However, as I was greeting one of my guests at the front, the entrance gate was WIDE OPEN and children were entering and exiting as they pleased. Our visits before now, an employee was stationed at the entrance and exit areas to make sure the childs bracelet ID matched that of the adult they were leaving with. That was not the case on this visit, and based on a conversation with an employee, has not been the case in quite some time. In fact, this employee told me that the ** of the store has notified corporate of the safety and security issue, and nothing has been done to fix it. I understand everyone is short staffed right now. However, for a business whose website even boasts about their security measures, this is unacceptable. If you know your gate is broken, it should be a top priority at the store level to have the entrance and exits monitored. At the corporate level, it should be the *** TOP priority to fix this gate for your store, who you already know is understaffed (like the rest of the world), to maintain the integrity of the security measures and values you claim to hold so dear. When we left the facility, I was not surprised to find that we walked right out with our children without anyone giving a second thought. No bracelet checked, gate wide open. I spoke to the store about this, and truly feel that they are doing all they can to resolve this. At this point, I would like to speak to someone at corporate about what plan is in place to fix the issue and the timeframe in which to do so.

  Customer response

  02/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  

  ***************************

  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/05/2023 I was Verbally assaulted by a Billy Beez manager. This was all over her aggressively approaching me over my 4 year old in regular slip resistant socks Not Billy beez purchased socks. She was already upset that I questioned the sanitation of there Snack Bar while not one of the three employees were wearing gloves, hair nets all while handling Food, drinks, cash. So as she approached me she was aggressively talking while I questioned then she proceeded to yell at me and told me to Leave Her Business. I then got firm with my voice to tell her I need to speak to a manager and she then continued to yell at me she was the ***************. She proceed to tell me to leave or she was going to call security which I said Yes please do! 6 min later security came I was telling security what had happened as I was talking to security the manager proceeded to keep yelling at me Leave, Leave. Security told me would I like police to be called ? I said Yes so the Manger went to counter first to call as she let me know I would be Baned from ever returning. At this time several customers were approached me and were mortified by her actions and approached other employees about her actions, verbal attack in front of children. As police arrived we both walked out of location as she pushed door back on onto me . A report was filed I agreed it would best to leave because I was so upset and threatened. And told me to file a complaint online because she did not physically harm me there was nothing much they can do. So I am writing to get thru to corporate on taking action against this Manager *********************.

  Customer response

  02/03/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pre-2020 chaos we had purchased and used on several occasions a 10-pack of pre-paid visits. When we went recently to try and use what I thought was the final visit I was told my card only had 75 cents on it. They told me to contact corporate, which I did TWICE, and Ive gotten no response despite their auto response to being contacted saying to give them 48 business hours and this was a month ago.

  Customer response

  01/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Billy Beez USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The other day I brought my children to the ********************* location in rockland county. The gentlemen who took care of us were completely out of line. My children were misbehaving & ill admit they were all over the place but I was trying to reprimand them when a gentleman who works there comes over & yells at my children screaming at them to stop before they break his gate. Then he walks away & thinking he cannot be heard he proceeds to tell his staff hurry up & let the ghetto porch monkeys in before they tear up my store. I heard this and immediately walked over & asked the gentleman his *************** he said his name was ********* was the ceo of the company. I told him i wanted a refund i will not allow my children to play in a racist establishment that doesnt respect people of color. He refused to give me a refund saying my reasoning wasnt justified & gaslit me saying im hearing things he never said. I am a 45 year old woman with perfect hearing. I know what i heard. This man should not be a ceo of any company. Let alone a child facility. This is disgusting & unacceptable. This man and his other staff member *** started laughing at my ************ waving goodbye saying good riddens as we left. This is disgusting & unacceptable.

  Business response

  08/16/2022

  To Whom This May ************************ have made an attempt to contact this customer to discuss her visit and phone number is not valid. We do not have a visit record in this persons name and phone number to validate that there was a visit at the establishment.

  This appears to be a fake complaint towards the business.

   

  Billy Beez Customer Service

   

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a party in June and paid the deposit. I have been trying to get in contact with someone since the beginning of July to cancel the party and provide me with a refund. No one ever answers the phone at the Bay Plaza location. I used the contact form on their site and no one responded. I finally get a call that I couldn't pick up while at work and I tried returning the call and again no one answers. I then recieve a text message (how professional) 3 days before the party to confirm the details. I called the number that text me because I wanted to speak to a person, but that number doesn't recieve calls only texts. I text asking for a manager to call me, she calls and I explain I want to cancel the party and she says no problem email customer service and they will cancel it and refund me. She gives me the wrong email. The following day I received an email with details about the party again and lucky for me I was able to put together the correct email so I could email customer service. I emailed them concerns and received a response in 20 minutes that they wouldn't refund me because of their absurd policy. I responded to the email again requesting a refund and explaining how a customer service business should treat their customers. I recieved a response today and they rescheduled the part to 9/11, offered store credit and basically made it seen like I'm the difficult one to reach. I understand if I was provided some type of service to then not be entitled to a refund, however I was not provided a service at all so I should be given a full refund regardless of their policy used to steal customers money. I don't want to do any business with the company at all, I just want my money back. I find it ridiculous that you can make a policy where you pay way more than a days admission price to book for a day way ahead of time and not be entitled to a refund when you never know what could happen tomorrow, especially in the times now. This policy need to be changed asap.

*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. ↩