Pump It Up Loudon County, VA

August 18, Dear MsCampbell, This letter is in response to your letter dated August 8, regarding the Complaint ID referenced aboveWe physically received your letter on August 13, As the business owner, I appreciate the opportunity to respond to the customer complaintAt Pump it Up, we take all matters like these seriously - our #priority as a business is to enforce and implement appropriate and sound business practices at all times.On May 11, 2014, the said customer held a birthday party at our facility and was billed for according products and servicesEach of these products and services were reviewed with the customer in great detail at check-out — it was after this review that the customer signed the final credit card bill and agreed to pay the final bill amount (including the $gratuity amount in question) alleges (a) gratuity was never intended to be left (b) we did not follow our company policy of keeping the gratuity "optional"Not only in this specific instance, but at all times during checking customers out, my staff provides a full debriefing of their final billGratuity for our products and services is 100% optional and at no time do we ever force a customer to pay gratuity or charge their credit card for gratuity against their will A suggested gratuity amount is written, but is always expressly explained as being a “suggested amount"In addition, during all check-out instances, our staff always reiterates that gratuity is purely optional and provided they would like to leave gratuity, it is at their sole discretion (leaving none, as little or as much as they like).We dispute the customer's statement of facts during her check outAt no time did the customer complain about the service(s) she received or engage in the gratuity debate she states within the complaint – in fact, the customer was very complimentary to my manager at the time of check-outThe entire check-out procedure followed the protocol of the prior paragraph in its entirety The customer states her implied justification for signing the final credit card was done "Rather

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Thu, Oct 23, 2014 at 1:48 PM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: "[email protected]" <[email protected]>
Hello,
Regarding complaint [redacted], can someone please explain how the Revdex.com considers the complaint resolved?  The business did not provide any support for their statement as I provided.  At a minimum the Revdex.com should consider it unresolved and maintain on the business's file.  I rejected their response and noted why, which I provided ample support including emails to the business requesting them to contact me and they never did.  I would like to know how this shows the business adequately resolved the issue?  This should be noted as unresolved or another option and maintained on file so other consumers are aware that this business includes automatic gratuities on bills without removing the gratuity they are charging.
Thank you,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I received the letter response from Pump It Up dated 9/12/2013, and do not accept the response from the business.  They have misconstrued the facts as they stated at the time I was complementary of the service - this is not true.  I left a voice message with Pump It Up within an hour of leaving the facility and requested a manager to call me back in addition to sending two emails that night, May 11.  Additionally, I responded to the customer satisfaction survey which also stated my concerns with their billing and was not complimentary of the services.  
Please note the emails sent to the business which I provided as supporting documentation.  Pump it Up never responded to my calls nor emails.  If the business was forthcoming, why did they never respond to any of my emails which would be evidence of them taking customer complaints serious?  I stated in my complaint that I disputed the charges with my credit card company and understand the credit card company’s position to reinstate the $60 amount in question.  This does not negate the fact that the business “wrote in” the gratuity charge, which contradicts their assertion that it is optional, as it was included in the final bill amount.  Note the copies of the receipts I provided with my complaint as support with notes of what I was provided by the business:   the receipt I was given is the one with the total "Amount" shown (bottom right of support), which does not even break out or state gratuity.  After questioning the break down of the total amount, I was shown the receipt they filled out the gratuity (the receipt copy on the left in support).  When I questioned it at the location there was no option nor offer to remove the gratuity THEY included.  I was not even provided with a copy of this receipt.  I came about getting this copy from Pump it Up providing it to my credit card company when I disputed the charges.  Pump it Up submitted this receipt to my credit card company as their support.  The $60 and the total amount was written by Pump it Up.  What I signed and the receipt I was given did not even include the gratuity line.  The gratuity line should be left blank for a customer to write in their own amount when it is optional, I want to reiterate in this case, Pump It Up wrote in the amount and displayed a printed copy of my bill showing total “Amount” which included the gratuity.  It was not written by me nor did I request them to charge me the $60 gratuity.
The company is correct about the $100 promotional discount for parties on Mothers’ Day, however, I am not sure what this has to do with my compliant.  Upon receiving that promotional email, on April 28 I called Pump it Up and spoke with a Rachel.  I mentioned my party was already booked, and asked if I would get the discount.  Rachel stated that ALL parties held on Mothers Day received the discount.  No where in the email does it state that the promotion is not for previously booked parties.  I can provide the promotional email, however, it is not relevant to my compliant.  It appears the business added the automatic gratuity to my bill in an effort to recoup the promotional discount.
Again the business never responded to any of my voice messages, emails or customer satisfaction survey.  They have not shown any support for their position other than the fact that I admittedly and reluctantly signed the bill which included the gratuity they automatically added and never gave me the option of changing or removing.  Lastly, as noted in the emails I sent to Pump it Up, I had questions and concerns for how the taxes were calculated as I could not recalculate how they came up with the amounts.  Again, no one ever responded or contacted me to answer those concerns.  If the business is unwilling to reimburse the gratuity they charged, I want it on record that Pump It Up [redacted] unprofessionally charges automatic gratuities and customers should be aware.  A truly optional gratuity is one in which the customer is allowed to fill out the receipt amount, not the business!  Other businesses suggest gratuity amounts but do not have the audacity to fill in and sum up the bill, then refuse to remove or change the amount.
Regards,
[redacted]

August 18, 2014
Dear Ms. Campbell,
This letter is in response to your letter dated August 8, 2014 regarding the Complaint ID referenced above. We physically received your letter on August 13, 2014. As the business owner, I appreciate the opportunity to respond to the...

customer complaint. At Pump it Up, we take all matters like these seriously - our #1 priority as a business is to enforce and implement appropriate and sound business practices at all times.On May 11, 2014, the said customer held a birthday party at our facility and was billed for according products and services. Each of these products and services were reviewed with the customer in great detail at check-out — it was after this review that the customer signed the final credit card bill and agreed to pay the final bill amount (including the $60.00 gratuity amount in question) alleges (a) gratuity was never intended to be left (b) we did not follow our company policy of keeping the gratuity "optional".
Not only in this specific instance, but at all times during checking customers out, my staff provides a full debriefing of their final bill. Gratuity for our products and services is 100% optional and at no time do we ever force a customer to pay gratuity or charge their credit card for gratuity against their will.  A suggested gratuity amount is written, but is always expressly explained as being a “suggested amount". In addition, during all check-out instances, our staff always reiterates that gratuity is purely optional and provided they would like to leave gratuity, it is at their sole discretion (leaving none, as little or as much as they like).We dispute the customer's statement of facts during her check out. At no time did the customer complain about the service(s) she received or engage in the gratuity debate she states within the complaint – in fact, the customer was very complimentary to my manager at the time of check-out. The entire check-out procedure followed the protocol of the prior paragraph in its entirety.  The customer states her implied justification for signing the final credit card was done "Rather

Review: I held my child's birthday party at Pump it Up of Loudon County in [redacted] on May 11, After the two hour party, upon check out, my bill was presented to me upon leavingI was shown that the total amount was $462.17, with an amount due of $362.17, (includes the $deposit when the party was booked)I inquired about the bill as it was higher than my calculated amountThere was a rushed explanation that gratuity of $was added as a "convenience" for parentsI stated that the reservation confirmation stated that gratuity was optional and the person who booked the party may add to their billPlease see statement in the reservation email attached as support.This gratuity amount was written in by the Pump It Up attendant with the balance written by the attendant - NOT myselfAgain, I questioned why this was added as gratuity was optional, I even stated to the attendant checking me out that I read on the reservation form I filled out when I booked the party that gratuity was optional if you feel you received exceptional serviceShe asked how was my service and I stated it was far from exceptionalThis was an awkward moment and the attendant did not offer to remove the fee after going back and forthRather than be confrontational and argue there, I called the company and left a voice message for a manager to call me back within an hour of leaving, I also sent two emails the same day and a third email on July 6, but never heard backI also had my credit card company dispute the gratuity but Pump It Up responded that I agreed to the gratuity, which is not trueEven the receipt I signed does not have the gratuity included and the receipt they presented to the cc company is NOT my handwriting, as the attendant wrote in this amountI also mentioned in my voice message that I had a question how the taxes were calculated on the bill which did not add up and was never explainedI even submitted a survey stating my dissatisfaction with the gratuity and the non exceptional service.Desired Settlement: I request Pump It Up to refund the $gratuity THEY automatically added to the billIt is an unfair and poor business practice to add gratuity amounts when the company states that gratuity is optionalThis is not optional when it is written in the the bill by the company & the customer shown a lump sum bill amount not showing a gratuity line itemNote a copy of the receipt I have does not have the gratuity portion or even line, it only shows AMOUNT $462.17, which includes the hidden gratuity
Business
Response:
August 18, 2014Dear MsCampbell,This letter is in response to your letter dated August 8, regarding the Complaint ID referenced aboveWe physically received your letter on August 13, As the business owner, I appreciate the opportunity to respond to the customer complaintAt Pump it Up, we take all matters like these seriously - our #priority as a business is to enforce and implement appropriate and sound business practices at all times.On May 11, 2014, the said customer held a birthday party at our facility and was billed for according products and servicesEach of these products and services were reviewed with the customer in great detail at check-out — it was after this review that the customer signed the final credit card bill and agreed to pay the final bill amount (including the $gratuity amount in question) alleges (a) gratuity was never intended to be left (b) we did not follow our company policy of keeping the gratuity "optional".Not only in this specific instance, but at all times during checking customers out, my staff provides a full debriefing of their final billGratuity for our products and services is 100% optional and at no time do we ever force a customer to pay gratuity or charge their credit card for gratuity against their willA suggested gratuity amount is written, but is always expressly explained as being a "suggested amount"In addition, during all check-out instances, our staff always reiterates that gratuity is purely optional and provided they would like to leave gratuity, it is at their sole discretion (leaving none, as little or as much as they like).We dispute the customer's statement of facts during her check outAt no time did the customer complain about the service(s) she received or engage in the gratuity debate she states within the complaint – in fact, the customer was very complimentary to my manager at the time of check-outThe entire check-out procedure followed the protocol of the prior paragraph in its entiretyThe customer states her implied justification for signing the final credit card was done "Rather
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
I received the letter response from Pump It Up dated 9/12/2013, and do not accept the response from the businessThey have misconstrued the facts as they stated at the time I was complementary of the service - this is not trueI left a voice message with Pump It Up within an hour of leaving the facility and requested a manager to call me back in addition to sending two emails that night, May Additionally, I responded to the customer satisfaction survey which also stated my concerns with their billing and was not complimentary of the services
Please note the emails sent to the business which I provided as supporting documentationPump it Up never responded to my calls nor emailsIf the business was forthcoming, why did they never respond to any of my emails which would be evidence of them taking customer complaints serious? I stated in my complaint that I disputed the charges with my credit card company and understand the credit card company's position to reinstate the $amount in questionThis does not negate the fact that the business "wrote in" the gratuity charge, which contradicts their assertion that it is optional, as it was included in the final bill amountNote the copies of the receipts I provided with my complaint as support with notes of what I was provided by the business: the receipt I was given is the one with the total "Amount" shown (bottom right of support), which does not even break out or state gratuityAfter questioning the break down of the total amount, I was shown the receipt they filled out the gratuity (the receipt copy on the left in support)When I questioned it at the location there was no option nor offer to remove the gratuity THEY includedI was not even provided with a copy of this receiptI came about getting this copy from Pump it Up providing it to my credit card company when I disputed the chargesPump it Up submitted this receipt to my credit card company as their supportThe $and the total amount was written by Pump it UpWhat I signed and the receipt I was given did not even include the gratuity lineThe gratuity line should be left blank for a customer to write in their own amount when it is optional, I want to reiterate in this case, Pump It Up wrote in the amount and displayed a printed copy of my bill showing total "Amount" which included the gratuityIt was not written by me nor did I request them to charge me the $gratuity
The company is correct about the $promotional discount for parties on Mothers' Day, however, I am not sure what this has to do with my compliantUpon receiving that promotional email, on April I called Pump it Up and spoke with a RachelI mentioned my party was already booked, and asked if I would get the discountRachel stated that ALL parties held on Mothers Day received the discountNo where in the email does it state that the promotion is not for previously booked partiesI can provide the promotional email, however, it is not relevant to my compliantIt appears the business added the automatic gratuity to my bill in an effort to recoup the promotional discount
Again the business never responded to any of my voice messages, emails or customer satisfaction surveyThey have not shown any support for their position other than the fact that I admittedly and reluctantly signed the bill which included the gratuity they automatically added and never gave me the option of changing or removingLastly, as noted in the emails I sent to Pump it Up, I had questions and concerns for how the taxes were calculated as I could not recalculate how they came up with the amountsAgain, no one ever responded or contacted me to answer those concernsIf the business is unwilling to reimburse the gratuity they charged, I want it on record that Pump It Up [redacted] unprofessionally charges automatic gratuities and customers should be awareA truly optional gratuity is one in which the customer is allowed to fill out the receipt amount, not the business! Other businesses suggest gratuity amounts but do not have the audacity to fill in and sum up the bill, then refuse to remove or change the amount
Regards,
Business
Response:
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Thu, Oct 23, at 1:PM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]
To: "[email protected]" <[email protected]>
Hello,
Regarding complaint [redacted], can someone please explain how the Revdex.com considers the complaint resolved? The business did not provide any support for their statement as I providedAt a minimum the Revdex.com should consider it unresolved and maintain on the business's fileI rejected their response and noted why, which I provided ample support including emails to the business requesting them to contact me and they never didI would like to know how this shows the business adequately resolved the issue? This should be noted as unresolved or another option and maintained on file so other consumers are aware that this business includes automatic gratuities on bills without removing the gratuity they are charging
Thank you,