Bouncing Monkey LLC

I am writing to respond to a complaint received by the Revdex.com on Monday, May 8, 2017, regarding an incident which took place the previous day (on May 7, 2017)On that day, my family and I were attending an event nearbyWhile I am the business owner, I am not at the facility 24/At around 7:15PM (minutes after the party had begun), I received a message from my Manager, indicating that there was an issue at the facilityShe informed me that the hosts of the party in session had approached her and the part-time worked on duty, and explained that they were threatening not to leave until they received their " [redacted] money back." This same staff member reported being cornered, and said she was prevented from leaving this areaMy Manager continued to call my phone until she was able to reach me, at which time I advised that I would be there right awayWhen I arrived, I was greeted by not only the hosts of the party, but many of their guests as wellThey were all extremely confrontationalThese hosts and guests insisted that they be granted a refund, as they were unaware children over years old were not permitted to bounceI calmly asked how the party had been reserved, at which time I was told they had booked the party online via our websiteI advised that the age limit was clearly stated both on the home page and on the "Book a Party" tab as well, and explained that the person booking the party had ample opportunity to read the age specificationsI then asked how the deposit and remaining balance were paid, and was advised that the party host had paid both the deposit and the remaining balance in personIt was then that I pointed out the laminated sheets on our concession stand, which clearly state the age limitsThe hosts of this party continued to demand a full refund, all the while cursing and being extremely rude and disrespectfulI indicated that they were not going to receive a full refund, as I was watching many of the party guests (both under and over the age of 9) bouncing, as we were having a conversationI added that the facility had been closed down for this party, and explained that they had been given sheet pizzas and unlimited fountain drinks for their guestsI added that I had paid staff and had provided the table cloths and all paper productsFinally, I explained that only half of the guests were too old to bounce (with the guests of honor being and years old...another reason the age limit would not have been brought up as a disclaimer)I advised that no refund would be given at that time, as I wanted to look at video footage and obtain information from my staff firstAfter a very high stress conversation including multiple threatening gestures and curse words, the hosts agreed to wait until the following day to hear from meMy staff and I remained in the facility until the end of the party (8:30PM)It is important to note that I observed the mother of the party was the last one to walk out of the ladies' roomAfter they left, I looked at the video footage from the party and spoke to the staff on duty (including my Manager)Both ladies reported that the children (primarily teenagers) were very rude and disrespectful, swearing and refusing to get off the equipment when asked to do soThey also said they advised the hosts that they would have to get in touch with me, as they were not authorized to provide a refund without my prior approvalMy Manager said that while trying to reach me, the male host advised (about me), "He better answer his [redacted] phone." Despite hearing from the hosts that they wanted their money back because the older children were not able to bounce, I saw footage of all of the teenagers using (and more specifically misusing) the equipmentWhen I went into the ladies' restroom to clean it (as we do before and after each party), I noticed that the sink in the bathroom had been vandalizedIt appeared as if someone had sat down on it or pushed it down with all her might, as if attempting to break it off the wallI asked both staff members if the sink looked that way prior to the beginning of their party, and was told it did notWhile I was planning on calling the hosts the following day, they came in bright and early once again demanding a refundI advised that I had reviewed the footage, and explained that I had discussed matters with my staff (including my Manager)I stated that I would not be issuing a refundWhen met with adversity, I explained the reasons for my decisionI advised that I had footage of all the guests (primarily the teenage guests) misusing the equipment, and said I would be willing to send the second clips via email if they wished to review themI apologized if they felt my staff were at all unprofessional, but advised that I was told their guests were refusing to exit the equipment as requestedI added that I remembered being respectful to them from the moment I arrived until the moment they left, but reminded them they they had yelled and cursed at me as wellFinally, I explained that I was now going to have to replace the sink in the ladies' room, as it had been vandalizedI added that this was the first time any damage or vandalism had taken place since our opening (so I'm unsure where the comment about replacing the sink times came from)The mother of the birthday girl denied that the sink was broken when she left the bathroom, and explained that she was the last one in thereThe hosts of the party were displeased with my decision to say the very leastOn their way out, they stated that they had not even received the t-shirt that came with their packageI told them they were entitled to a shirt, and asked what size they wantedI was then told, "We don't want your [redacted] t-shirt." While it is always my intention to please customers, I will not have my staff feeling threatened in any way...everThe age limit is clearly stated multiple times on the website, and is always on the concession stand in the facility I was not at fault in this situation, nor were either of my staff membersThe party hosts took advantage of my staff, misused my equipment, and went through all of the food and beverages that came with their packageThey also had a private room and a facility that was closed down for their partyIn addition, their package was $plus tax...not the $they claimed it to beAt the very most, these guests are entitled to the free t-shirt that came with their packageI will be happy to provide it if that is what they wantMaybe next time, they will use their discretion when asking for a refund somewhere, as threats, cursing, and sheer disrespect did not pay off in this caseSincerely, Anthony D [redacted] Bouncing Monkeys LLC

I am writing to respond to a complaint received by the Revdex.com on Monday, May 8, 2017, regarding an incident which took place the previous day (on May 7, 2017). On that day, my family and I were attending an event nearby. While I am the business owner, I am not at the facility...

24/7. At around 7:15PM (45 minutes after the party had begun), I received a message from my Manager, indicating that there was an issue at the facility. She informed me that the hosts of the party in session had approached her and the part-time worked on duty, and explained that they were threatening not to leave until they received their "[redacted] money back." This same staff member reported being cornered, and said she was prevented from leaving this area. My Manager continued to call my phone until she was able to reach me, at which time I advised that I would be there right away. When I arrived, I was greeted by not only the hosts of the party, but many of their guests as well. They were all extremely confrontational. These hosts and guests insisted that they be granted a refund, as they were unaware children over 9 years old were not permitted to bounce. I calmly asked how the party had been reserved, at which time I was told they had booked the party online via our website. I advised that the age limit was clearly stated both on the home page and on the "Book a Party" tab as well, and explained that the person booking the party had ample opportunity to read the age specifications. I then asked how the deposit and remaining balance were paid, and was advised that the party host had paid both the deposit and the remaining balance in person. It was then that I pointed out the laminated sheets on our concession stand, which clearly state the age limits. The hosts of this party continued to demand a full refund, all the while cursing and being extremely rude and disrespectful. I indicated that they were not going to receive a full refund, as I was watching many of the party guests (both under and over the age of 9) bouncing,  as we were having a conversation. I added that the facility had been closed down for this party, and explained that they had been given 3 sheet pizzas and unlimited fountain drinks for their guests. I added that I had paid staff and had provided the table cloths and all paper products. Finally, I explained that only half of the guests were too old to bounce (with the guests of honor being 1 and 4 years old...another reason the age limit would not have been brought up as a disclaimer). I advised that no refund would be given at that time, as I wanted to look at video footage and obtain information from my staff first. After a very high stress conversation including multiple threatening gestures and curse words, the hosts agreed to wait until the following day to hear from me. My staff and I remained in the facility until the end of the party (8:30PM). It is important to note that I observed the mother of the party was the last one to walk out of the ladies' room. After they left, I looked at the video footage from the party and spoke to the staff on duty (including my Manager). Both ladies reported that the children (primarily teenagers) were very rude and disrespectful, swearing and refusing to get off the equipment when asked to do so. They also said they advised the hosts that they would have to get in touch with me, as they were not authorized to provide a refund without my prior approval. My Manager said that while trying to reach me, the male host advised (about me), "He better answer his [redacted] phone." Despite hearing from the hosts that they wanted their money back because the older children were not able to bounce, I saw footage of all of the teenagers using (and more specifically misusing) the equipment. When I went into the ladies' restroom to clean it (as we do before and after each party), I noticed that the sink in the bathroom had been vandalized. It appeared as if someone had sat down on it or pushed it down with all her might, as if attempting to break it off the wall. I asked both staff members if the sink looked that way prior to the beginning of their party, and was told it did not. While I was planning on calling the hosts the following day, they came in bright and early once again demanding a refund. I advised that I had reviewed the footage, and explained that I had discussed matters with my staff (including my Manager). I stated that I would not be issuing a refund. When met with adversity, I explained the reasons for my decision. I advised that I had footage of all the guests (primarily the teenage guests) misusing the equipment, and said I would be willing to send the 15 second clips via email if they wished to review them. I apologized if they felt my staff were at all unprofessional, but advised that I was told their guests were refusing to exit the equipment as requested. I added that I remembered being respectful to them from the moment I arrived until the moment they left, but reminded them they they had yelled and cursed at me as well. Finally, I explained that I was now going to have to replace the sink in the ladies' room, as it had been vandalized. I added that this was the first time any damage or vandalism had taken place since our opening (so I'm unsure where the comment about replacing the sink 9 times came from). The mother of the birthday girl denied that the sink was broken when she left the bathroom, and explained that she was the last one in there. The hosts of the party were displeased with my decision to say the very least. On their way out, they stated that they had not even received the t-shirt that came with their package. I told them they were entitled to a shirt, and asked what size they wanted. I was then told, "We don't want your [redacted] t-shirt." While it is always my intention to please customers, I will not have my staff feeling threatened in any way...ever. The age limit is clearly stated multiple times on the website, and is always on the concession stand in the facility.  I was not at fault in this situation, nor were either of my staff members. The party hosts took advantage of my staff, misused my equipment, and went through all of the food and beverages that came with their package. They also had a private room and a facility that was closed down for their party. In addition, their package was $450 plus tax...not the $500 they claimed it to be. At the very most, these guests are entitled to the free t-shirt that came with their package. I will be happy to provide it if that is what they want. Maybe next time, they will use their discretion when asking for a refund somewhere, as threats, cursing, and sheer disrespect did not pay off in this case. Sincerely, Anthony D[redacted] Bouncing Monkeys LLC