Get Air Tricities Trampoline Park

Review: We attended Get air for my daughters 7th birthday. I called since July and spoke to [redacted] to book my reservation. He was happy to charge the 75 deposit but when I asked him for the reference code because he took my card information, he said their are no receipts to reference. I asked him for a reservation number, he said there wasn't one , and to just show up. This made me really uneasy so I called three other times, one being the day before the party to make sure everything was in order. I was told I could not bring in any outside food for my daughters food allergies although their website indicated I could. At the party it was time to pay. They told me the amt but did not show me what I was paying for. I asked for the birthday cake and Pizza that I had requested as part of the package and they said they did not show I ordered birthday cupcakes. I called three times and even on Friday ( day before b-day party on Aug 30th) to verify what kind and quantity. The ast Manager refused to give me the ctc number to the manager - who I was told was out of the area. I asked him what he planned to do to make this right and he said give free jump cards. That did not sit well with me so I marched him down to tell my little girl that there wouldn't be any cake at her birthday party. The ast. managers customer service skills were very poor and did not offer any resolution to the problem and was only more interested in having me pay for a ruined birthday party. My complaint is 1. customer service 2. no receipt was given for either deposit or payment. I was told it was automated and in their system. 3. Staff poorly trained. 4. Breach in advertising from their get air website to what they say in person regarding parties. I told ast that it stated I could bring food into parties. He stated it was a corporate website and he had no control over what they wrote. However when you view the website it does not state corporate it states the ctc info being there at the actual place of business in Tri-cities.Desired Settlement: Although the ast manager gave each birthday kid two tickets to jump. that did not give me the time back from missing the party while haggling with him, missing photo's and having my daughter cry because her party was ruined! He had no emotion no remorse and I demand a refund. No body in their right mind should ever book a party at this place! Dishonest, dishonest, and unreliable! I request a refund in full, if not a full refund than partial.

Business

Response:

Case ID: [redacted]

My name is [redacted] and I am one of the owners of the get air trampoline park in Kennewick Washington. I was informed about this birthday party complaint and have asked my manager to explain in his words the events that took place. You can read them below my comments.

It is our goal to make birthday parties a very special and memorable event for everybody that has a party at our park. We obviously did not achieve this goal in this particular instance and will aim higher to eliminate as much as possible any experiences like this in the future.

I spoke with [redacted] at length about her experience and very much appreciated her comments and feedback from her experience. I wanted to make it right in any way shape or form with her and in so doing we decided a refund of her initial deposit would help her feel much better. We also gave each child in the party two free hours of jump time.

As owners we have addressed this with those employees involved and will use this to only improve our business and make birthday parties the special occasions they should be. Please feel

Free to reach out to me for any questions or concerns regarding this matter or any matter.

Sincerely,

In reference to the party at Get Air Tri-Cities as many of these parents that do call in and book a party, they are charged a $75 deposit to strictly hold the spot for their party. That $75 is then used as a credit towards their overall total of the party. This particular party was paid for over the phone and thus no way was apparent to give a receipt. Yes a receipt number could have been given, however it has never come up in the past and the employee may have not known there was one available. Much like most all our parties, the parents booking the party book the party and then simply show up the day of the party and the time they designated. The party was originally booked for August 20th and then was rescheduled at a later date for August 31st.

When asked about the food allergy part, it was noted in the party reservation that a special circumstance was allowed for people or persons with food allergies. An outside food was to be allowed to be brought in. I believe the confusion lied in the fact that they said they were strictly bringing in a piazza when calling the day before without mentioning it was for allergy reasons. The website that shows allowance of different food and beverage is the corporate page for Get Air, it has been removed from our personal website back in the middle of July.

At the time of the party after we have checked in all jumpers, the total is generated. There is the flat price for the party which took place on a weekend of $185. This includes 10 jumpers and 10 bottles of water. Then there was a charge of $45 for three pizzas, $15 a pizza. And finally a charge of $15 for 10 cupcakes. The original total the customer was to be charged that day was $170. Our system does not show an itemized cost when ringing up the bill and thus we have to do it manually. Each party sheet is made up at the beginning of the day prior to opening. The cupcakes for some reason weren’t showing in our system that morning between the two computers with the shared birthday party schedules.

The customer asked for the number to get a hold of the manager of which the asst. manager informed her that he was out of town in an area with no cell reception. He was out camping in the woods in a remote location with no reception. He then stated that she may call back on Monday or Tuesday when he would be in and never did she attempt to call.

When asked what the asst. manager would do to try and make this right, he gave each member of the party two (2) free jump passes a value of $10 each, for a total value of approximately $200 so that they could come back on two different occasions and jump for free on us. The asst. manager did apologize to the party for not having the cupcakes, but did ask if they had a good time jumping and enjoyed the pizza. The party was then not charged for the cupcakes that didn’t arrive and was only charged the amount of $155 (Jump Time + Pizzas).

The party still received their hour and a half of jump time, as well as their pizzas following jump time in the party room.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,