Green Ridge Recreation Center

Review: I had my childs 5th Birthday Party at Splash Valley on 7/13/14. I informed the Business Office Support Specialist on 7/7/14 with the number of attendees expected at the party. On 7/10/14 I called to order more pizza for the party and to pay for the extra tickets needed for the party. I was told to just purchase the tickets the day of. When we arrived there was only one server for the entire party of 50 people. 22 tickets were purchased that included a drink as well as an ice-cream cup. I was not told, nor is it in the contract that drink was limited to two choices. I specifically asked the server, we only get two drink choices and she said yes. The server did not bring the drinks out until the children were almost done with their food. They did not get ice-cream until they were done with cupcakes. The server brough two pitchers of water however we had to wait over an hour before we got cups to drink the water out of and even then a memeber of the party had to go to the consession stand to get them (after we asked the server three times). I ended up taking trash home in my car because there was no trash can provided for the party and the nearest trashcan was full. This was just a few of the issues that took place on the day of her party. I wrote an email to the Business Office Support Specialist the next day and explained my dissatisfaction. She did respond and told me that she would be wiling to refund $135 to me, which was half of the actual rental fee (I paid $270 for the rental but we ended up spending about $400 there on the party). So that's about 33% of the total amount paid. I questioned her about the drink choice and how I was under the impression that the 22 tickets purchased for the kids that the kids would be able to have a drink of their choice, she ignored the question but answered everything else. One of the thing I had mentioned was that I didn't think that we had enough service for the number of guest in our party. In the first response that she wrote back to me she said that she normally schedules one server per 20 people and that had she known that more people were showing up that she would have scheduled more. So I responded back and told her that on the 7th of July I had sent her an email telling her how many people were planning on attending. Once again in her response nothing was mentioned, no apology, nothing. I really don't feel like my party got the service that I had paid for on the day of the party. I also don't feel like after complaining to the Business Office Support Specialist that she more less blew it off and when she didn't know the answer or when she knew that she had messed up on scheduling servers for the party she just ingorned my concearn. I don't feel like $135 of $392 is enough to compensate for the poor customer service and time that we had at Splash Valley. After speak with other parents, I have heard nothing but negative comments about parties there. I also had a parent attending the party who was going to have their child's birthday there but after seeing the poor customer service she said no way would she after the poor service we had. I was informed that the refund of $135 could take 14 days to be refunded, we are on day 9 with no refund as of yet.Desired Settlement: I want half of the total cost that I paid to Splash Valley to be refunded to me within a reasonable time frame. Out of $392, I want $196.

Business

Response:

Ms. [redacted],

I'm sorry your experience with us was not as you had hoped nor what we would have wanted you to have. We strive to ensure that all our guests have an enjoyable and memorable time with us. We're more than happy to refund you $196.00. In fact, one of our staff will contacting you soon to ensure you get this refund as quickly as possible. We hope you'll consider us for future outings and again, we apologize for the event not being what you had expected. Take great care.

[redacted], Center Manager

Green Ridge Recreation Center

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,