Catch Air

Hello ***, we are very disappointed to hear this complaintWe have investigated this complaint thoroughly and find the majority of your accusations and complaints to be falseWe have retrieved your phone conversations with our staff and have watched the surveillance videos from your entire time in our facilityWe as a business take customer service and the quality of our services seriouslyWe also understand and take pride in providing an excellent experience to our customers especially during such important events, such as children’s birthday partiesYou were made well aware of how we structure our birthday parties and you agreed to those terms, we have attached the email correspondence that our staff had with you prior to booking your son’s party with usIn these correspondence you were sent the “Catch Air Austin party Reservation Details and Policies” (attached) in the sheet you received it is clearly detailed our exact policies and time frames for our partiesFurthermore, we have video of our manager checking on you and your party multiple times through out your time at Catch AirIn addition we have video of you staying in your party room more than minutes PAST the allotted time that you were not charged forThe video shows you being in your party room for approximately minutesTo add to this, we even accommodated your face painter by allowing the painter to start painting outside of your party roomThis contradicts the accusations that you have made against usWe went above and beyond to accommodate you and your party and truly tried to make your experience pleasingFurthermore, we did firmly believe you, your family, and guest had a great time at our facility seeing as how you did not mention any negative comments while in the facility or even the day of the partyIn fact, you left a tip which implies that you were satisfied with your partyIt was not until days later, 10/4/that you called and then expressed how displeased you were, at which point our entire staff was very confused and disappointed because the day of the party you appeared contentSince we do appreciate our customers and wished to make you happy we did try to resolve this issue with you, you declinedHowever, we do not feel that we should be held liable for added services that we do not provide, such as your face painterIn conclusion, we have ample evidence of your time in our facility and do not believe that these claims are validWe are deeply distressed about this entire situation and we do take all customer service issues seriously

Hello [redacted], we are very disappointed to hear this complaint. We have investigated this complaint thoroughly and find the majority of your accusations and complaints to be false. We have retrieved your phone conversations with our staff and have watched the surveillance videos from your entire time...

in our facility. We as a business take customer service and the quality of our services seriously. We also understand and take pride in providing an excellent experience to our customers especially during such important events, such as children’s birthday parties. You were made well aware of how we structure our birthday parties and you agreed to those terms, we have attached the email correspondence that our staff had with you prior to booking your son’s party with us. In these correspondence you were sent the “Catch Air Austin party Reservation Details and Policies” (attached) in the sheet you received it is clearly detailed our exact policies and time frames for our parties. Furthermore, we have video of our manager checking on you and your party multiple times through out your time at Catch Air. In addition we have  video of you staying in your party room more than 20 minutes PAST the allotted time that you were not charged for. The video shows you being in your party room for approximately 85 minutes. To add to this, we even accommodated your face painter by allowing the painter to start painting outside of your party room. This contradicts the false accusations that you have made against us. We went above and beyond to accommodate you and your party and truly tried to make your experience pleasing. Furthermore, we did firmly believe you, your family, and guest had a great time at our facility seeing as how you did not mention any negative comments while in the facility or even the day of the party. In fact, you left a tip which implies that you were satisfied with your party. It was not until 3 days later, 10/4/16 that you called and then expressed how displeased you were, at which point our entire staff was very confused and disappointed because the day of the party you appeared content. Since we do appreciate our customers and wished to make you happy we did try to resolve this issue with you, you declined. However, we do not feel that we should be held liable for added services that we do not provide, such as your face painter. In conclusion, we have ample evidence of your time in our facility and do not believe that these claims are valid. We are deeply distressed about this entire situation and we do take all customer service issues seriously.