Pump It Up of San Antonio, NW

***, this is our first attempt at engaging a customer through the Revdex.com, not 100% of the process but as mentioned in my previous email - here is our side of the story - based on GMs comments, staff notes, and feedbackManager on duty for the first half of the party stated she recalls going out to the car and helping our guest unload party items, cake, etc and stated that neither host dad nor mom came to talk to herThe host parents were greeted by the Cashier/Shift Supervisor and went over the party details without issue; the customer did not ask for the military discount they had requested by phone and did not produce a military ID as mentioned would be required for the discount The party details were handed over the party room coordinator to ensure all the requirements were met prior to the party entering the party room as is our model for operations No other issues were noted by the shift supervisor nor store manager When GM arrived at the store (about an hours into the party), she began walking around and checking in with our customers in the store to make sure everything was in place and in orderWhile in the hallway, host dad asked to speak with GMHe stated that pictures on their slide show were not their party (note: the slide show is not part of the party package and is not paid for by the guests - this is an additional free service that most other stores charge $for)GM told host dad that she would correct this; while getting the camera from the attendant in order to load pictures, host dad stopped GM again to complainGM kindly told him, to go to his party room so GM could get the pictures loaded up quickly; she stated she would come to his party room after loading pictures When GM arrived in the party room, the TV was turned off, so GM turned it onHost mom said she turned it off because it was upsetting herGM took over party at this point because she wanted to ensure party was a successThe senior attendant in the room later thanked GM for taking over party due to the party parents being overly very difficult to please while taking care of the children; he remained in the room and assisted the GM with the partyEverything ran smooth from that point on After the party, host mom went straight to her car and did not return back into the store Host dad talked to GM before leaving; he thanked GM for taking over the party, stated that GM did a wonderful job and wanted to know where the GM had been for the entire party; GM explained another manger was in the store for the beginning and we had just changed shiftsGM doesn't recall him saying anything else about thisGM does recall him stating that his wife was upset about the partyHe did mention that he was looking for a manager the whole time and that he felt like he missed his son's birthday partyGM asked why didn't he come to the front, GM didn't recall his exact response, but it was something like he didn't knowHe continued to tell GM how dissatisfied he was with Superhero Camp, GM discounted the cost of the camp ($40) off ticket prior to check out GM noted he seemed better but was still not completely satisfied From what GM gathered from talking to attendants, junior attendant on the party stated that host dad had asked him for a manager, junior attendant directed him to the front and attendant did state the GM was not in store, so he was never directed to the on duty store manager Shortly after parents left the store, host dad called and asked about child count (note there is a maximum child count for each party size, any extra children cost an additional feeHe stated that he knew GM was busy, but he wanted GM to call him Monday regarding the list of childrenGM and host dad played phone tag for while, and did eventually discuss child count In our database there was double child count listed and the dad's daughter who originally was signed up never made it to party When GM reviewed the receipt, he was not charged for being over the kid count, so GM was confused by his concern over the kid countHost dad ended up calling again to demand a $refund, so the GM spent a lot of time working with host dad to understand their concerns and complaints in order to arrive at an appropriate discount; not just an arbitrary number The GM went over every aspect of the party (from start to finish); she explained that $is the cost to just host a private venueGM asked host dad what he thought was fair outside the $being refundedHe said that he would pay for the private venue at $375.00, plus pizza $and tax - GM added it up and told him that cost was $ GM explained difference and said she would round the discount to an even $refundAnd he immediately changed his mind and stated that this was not enough and he started demanding the $be refundedGM explained that he had just agreed to the amounts - he stated that the refund is not enough and demanded owners contact numbers GM explained that we do not give this information out and stated she wanted to help him, and he just demanded to talk to ownersGM called ownership team to inform of the issue and detailsMany of the additional complaints in the Revdex.com complaint appear to be in response to the GM's discussion with the party dad GM was not made aware of any of the issues at the end of the party nor in any of the phone conversations she had with the dad The complainant was given a $discount and offered, but refused an additional $discount/refund Additionally, because they were unhappy with the service they received from the attendants, they did not leave a tip - which is absolutely appropriate Thanks for your time and assistance on this matter; please let me know what else we need to provide - [redacted] ***

We agree and will send her a refund via mail - ***

Revdex.com: 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, [redacted]

The managing members of the LLC recently met and were allowed to review the complaint and rebuttals during their semi-annual meeting; the current chairman agreed with the customer; they've ordered the accounting department to issue a refund and an investigation into the training and operating procedures of the [redacted] store The refund should be issued within the next days

Complainant booked her party on April 1st for a Deluxe party, which includes pizza and drinks for children, on Saturday May 9th at 11:20AM On May 8th she called asking to downgrade to a Deluxe 10, she was informed by the shift manager that the Deluxe is not available on Saturdays at 11:20AM, it is only available per our website at 9:00AM and 9:15PM (link to site: http://www.pumpitupparty.com/party-deals/san-antonio- - EXTENDED LIMITED TIME OFFER) The manager offered to move her party to the 9:00AM party slot; which would have resulted in the manager to make last minute changes to staffing and with our vendor for food orders (they staff according to our party bookings) but she refused and stated she refuses to pay for the extra children On the day of the party, the store manager asked her what type of pizza she wanted for the 3rd one, she stated she didn't care so we had our vendor add a pepperoni since it was part of the package Complainant left at the end of the party without further issue On May 28th, complainant called to dispute the difference between the Deluxe and Deluxe 10; again was told that party option was not available during that time and on that day of the week Later on May 28th, we received a called from card services on her behalf to dispute the charges, we explained the situation and have not received a charge back issuance Complainant was never told a Deluxe was available and our website clearly states the Deluxe is a limited offering party (http://www.pumpitupparty.com/kids-birthdays/san-antonio-nw-tx) and is directed to check out the deals page for more information - there as previously stated in this email and explained several times to the complainant is not available Our point of sale system, for the purposes of royalty reporting records every action and gives ample opportunity to take copious notes, so if more justification is needed we can provide more details and a copy of the confirmation letter, etc While I understand the complainant's concern, if we allowed every party to change to below our basic requirements, we'd be restaffing constantly, probably lose our food vendor, and truly is in line with other businesses in our field; that's why its a store policy backed by the franchise

Complaint: [redacted] I am rejecting this response because: Please see attachment which explains why I am rejecting this response[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.] I am rejecting the accuracy of the response as written in the following areas and requesting an appropriate refund for services not providedBelow are some of the details that are omitted or misrepresented in the response you received.The comment that the customer did not ask for the military discount.We were told when going over the party details by phone that when we arrived we would be asked for military discount verificationThis was not asked for and so why would we think it wasn’t being given.The manager stating that she came out to help unload items from car.My husband got out of the car and said he was going to ask if they had a cart for we could unload the rest of the party items from carA lady did come out with a cart and I did say hello and we both loaded up the cart and only made that one trip because all the supplies fit on the cartSo we did speak to her we aren’t going to be rude and not even acknowledge her.The party details were handed over to the party room coordinator to ensure all requirements were met prior to entering the party room as is our model of operations.The only thing discussed was the food order that was going to be placed and what drinks I was wantingThe glow sticks that I had provided I asked if they could let me know a couple of min before the lights would go off so that I would have enough time to activate all, they said they would take care of activating them and not to worry.(which was not done either)I myself ended up activating more along with other parents helping me because the host who activated some only did about 8-and I had more kids then thatNothing else was discussedFrom previous parties I have attended and with speaking to parents who have had parties there at that same pump it up they were all asked to preview the eating room prior to everyone being moved into it.Complaints were made at the beginning at least min in.Complaints were due to children & family being allowed into our party room with shoes already off and wristbands the same color as ours and they did not belong to our groupWe had to tell the host times that they were not part of my party before they were escorted out and back to the front of the officeKeep in mind some of my parents were sent to the wrong party room alsoComplaints were due to the host’s inattentiveness to the party, one kept rolling their eyes, and they did not really talk to nor engage children, or play games as promisedAt one point they said “hey everyone let’s play a game”, and only a few kids came overWhen they started to play, the host then disappeared and didn’t even finish the game.Complaints from both mom and dad were made and also from a friend who had a party there at that same location in Dec a few months beforeI had mentioned to her that I was really pleased with the way her party was and that I wanted to have my son’s party there because I really had liked itMy friend was so embarrassed at the service and treatment that was being provided and spoke to the manager also when my husband was also talking to herI can have her provide a statement as well on how way different her party was compared to mine from hosts to engaging with kids and the previewing of the room and the slideshowShe called the very next day asking to speak to manager about my party and they never returned her call.When speaking about the slideshow being of a different kids party, The week before party when confirming things over the phone I asked to add the slideshow for the $I saw on the handout of costs that it was on there and I was told by worker that there was no cost for it at that store because prices vary from the stores on different thingsI would have gladly paid it for it to have been done correctlyNot min after my son is sitting there looking at the TV screen say Happy Birthday to another child’s nameI did turn the TV off min before because the parents were even asking me whose pictures are those and like I said my son was looking right at it all sadDid thank the person who came in and started helping at 6(mind you my party was over at 6:30) referred to as the GMNever once said “wonderful job” and did leave asking for an additional discount based on all the issues and lack of appropriate hostsAsked to talk to someone above that person as they were only willing to take off the $super hero pkg portion of the party that was not really provided because the glow in the dark time was literally not even 3min and for other reasons already statedWe were told they could not give us owners names and there was nothing else they could doWe mentioned that it was a terrible party and we thought that they should not charge us anything else because we already had paid a down payment of $We did call once we were in the car because my husband mentioned to me that we had gone over kids and that the GM said that she would take those few kids off the bill, I know for a fact we didn’t have anything over because of the kids that had RSVP’d were not there (one being my daughter)When asking her to read the list she said before starting to read it “well it’s not our fault if the parents signed in both kids and only brought one”I thought well maybe some of the parents did do that but when she started reading the names at that moment I knew it was a lie because she mentioned my daughter’s name, I did not sign her in for a fact (mind you I had called during the week and asked if they could remove her from list and they assured me they would)Another name ***, her parents went but didn’t sign her in because she wasn’t with them but they were told they had to still sign in as adults with no children [redacted] was another boy on my list she named as being there and neither his parents nor did the boy make it to the partyA little girl they had her on their timesSo what was the point in making parents use the computers upon arrival if they were not even going to go by the accurate list and go by the e-mail invites list? Completely inaccurate information.The discount requested was not arbitrary, we asked for half off because we were simply disgusted with the whole party and thought that the $down would have been an appropriate amount for food and what we felt that we received was worth much lessThe GM offering a $dollar discount was offensive to say the least because she was saying she would take $off because we had gone over our kid count when in reality we didn’t go over our count as mentioned alreadyAgain he asked to speak to someone else and was told there was no one else to escalate the complaint to.Both my husband and my friend complained and did tell the manager that we were all very upset and missed most of our sons birthday party running back and forth complaining about reg things that were not being doneWe are not difficult people to please but when my son doesn’t even have a drink at his own party and is sitting looking sad at a screen that isn’t his friends playing nor of him then that upsets us and even more when the business is not owning up to their mistakes and trying to make things right.We were not given a $discount; $was taken from invoice bill for services that were not provided to us therefore we weren’t going to pay.We absolutely did not tip the hosts for the service which would have been in addition to what we paid for as we did not even receive the service we paid for.I can provide witness statements from parents of children that attended as well as the friend who attended my party and her experience with her party just a couple of months beforeOf how awful this party was At this point I am requesting a fair resolution to this matterWe were charged $for the venue and $for the food not even including what we paid in tax.I do not think that requesting a 20%refunf on the bill based on the service and issues we experienced during this event as noted above is unreasonableI also do not think it is unreasonable to take that discount off of just the basic party which we do not feel we receivedTherefore I am requesting a 20%discount off the $basic pkg we did not get that and don’t think we should have to pay for thatThat would be $375x25% refund=$93.75At the end of the day resolution as noted is the difference between a customer advertising by word of mouth a bad experience made better or not at all their family/friendsTil this day I get asked if Pump It up ever made things right with my son’s whole party[redacted]

[redacted], this is our first attempt at engaging a customer through the Revdex.com, not 100% of the process but as mentioned in my previous email - here is our side of the story - based on GMs comments, staff notes,...

and feedback. Manager on duty for the first half of the party stated she recalls going out to the car and helping our guest unload party items, cake, etc  and stated that neither host dad nor mom came to talk to her. The host parents were greeted by the Cashier/Shift Supervisor and went over the party details without issue; the customer did not ask for the military discount they had requested by phone and did not produce a military ID as mentioned would be required for the discount.  The party details were handed over the party room coordinator to ensure all the requirements were met prior to the party entering the party room as is our model for operations.  No other issues were noted by the shift supervisor nor store manager.   When GM arrived at the store (about an hours into the party), she began walking around and checking in with our customers in the store to make sure everything was in place and in order. While in the hallway, host dad asked to speak with GM. He stated that pictures on their slide show were not their party (note: the slide show is not part of the party package and is not paid for by the guests - this is an additional free service that most other stores charge $15 for). GM told host dad that she would correct this; while getting the camera from the attendant in order to load pictures, host dad stopped GM again to complain. GM kindly told him, to go to his party room so GM could get the pictures loaded up quickly; she stated she would come to his party room after loading pictures.  When GM arrived in the party room, the TV was turned off, so GM turned it on. Host mom said she turned it off because it was upsetting her. GM took over party at this point because she wanted to ensure party was a success. The senior attendant in the room later thanked GM for taking over party due to the party parents being overly very difficult to please while taking care of the children; he remained in the room and assisted the GM with the party. Everything ran smooth from that point on.   After the party, host mom went straight to her car and did not return back into the store.  Host dad talked to GM before leaving; he thanked GM for taking over the party, stated that GM did a wonderful job and wanted to know where the GM had been for the entire party; GM explained another manger was in the store for the beginning and we had just changed shifts. GM doesn't recall him saying anything else about this. GM does recall him stating that his wife was upset about the party. He did mention that he was looking for a manager the whole time and that he felt like he missed his son's birthday party. GM asked why didn't he come to the front, GM didn't recall his exact response, but it was something like he didn't know. He continued to tell GM how dissatisfied he was with Superhero Camp, GM discounted the cost of the camp ($40) off ticket prior to check out.  GM noted he seemed better but was still not completely satisfied.   From what GM gathered from talking to attendants, junior attendant on the party stated that host dad had asked him for a manager, junior attendant directed him to the front and attendant did state the GM was not in store, so he was never directed to the on duty store manager.   Shortly after parents left the store, host dad called and asked about child count (note there is a maximum child count for each party size, any extra children cost an additional fee. He stated that he knew GM was busy, but he wanted GM to call him Monday regarding the list of children. GM and host dad played phone tag for while, and did eventually discuss child count.  In our database there was double child count listed and the dad's daughter who originally was signed up never made it to party.  When GM reviewed the receipt, he was not charged for being over the kid count, so GM was confused by his concern over the kid count. Host dad ended up calling again to demand a $241.46 refund, so the GM spent a lot of time working with host dad to understand their concerns and complaints in order to arrive at an appropriate discount; not just an arbitrary number.  The GM went over every aspect of the party (from start to finish); she explained that $375.00 is the cost to just host a private venue. GM asked host dad what he thought was fair outside the $241.46 being refunded. He said that he would pay for the private venue at $375.00, plus pizza $65.00 and tax - GM added it up and told him that cost was $476.30.  GM explained difference and said she would round the discount to an even $25.00 refund. And he immediately changed his mind and stated that this was not enough and he started demanding the $241.46 be refunded. GM explained that he had just agreed to the amounts - he stated that the refund is not enough and demanded owners contact numbers.  GM explained that we do not give this information out and stated she wanted to help him, and he just demanded to talk to owners. GM called ownership team to inform of the issue and details. Many of the additional complaints in the Revdex.com complaint appear to be in response to the GM's discussion with the party dad.  GM was not made aware of any of the issues at the end of the party nor in any of the phone conversations she had with the dad.  The complainant was given a $40 discount and offered, but refused an additional $25 discount/refund.  Additionally, because they were unhappy with the service they received from the attendants, they did not leave a tip - which is absolutely appropriate.  Thanks for your time and assistance on this matter; please let me know what else we need to provide.  -[redacted]

Revdex.com:
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,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Please see attachment which explains why I am rejecting this response.
[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.] 
I am
rejecting the accuracy of the response as written in the following areas and
requesting an appropriate refund for services not provided. Below are some of
the details that are omitted or misrepresented in the response you received.The comment that the customer did not ask for the military discount.We were told when going over the party details by phone that when we
arrived we would be asked for military discount verification. This was not
asked for and so why would we think it wasn’t being given.The manager stating that she came out to help unload items from car.My husband got out of the car and said he was going to ask if they had a
cart for we could unload the rest of the party items from car. A lady did come
out with a cart and I did say hello and we both loaded up the cart and only
made that one trip because all the supplies fit on the cart. So we did speak to
her we aren’t going to be rude and not even acknowledge her.The party details were handed over to the party room coordinator to ensure all requirements were met prior to entering the party room as is our model of operations.The only thing discussed was the food order that was going to be placed
and what drinks I was wanting. The glow sticks that I had provided I asked if
they could let me know a couple of min before the lights would go off so that I
would have enough time to activate all, they said they would take care of
activating them and not to worry.(which was not done either)I myself ended up
activating more along with 3 other parents helping me because the host who
activated some only did about 8-9 and I had more kids then that. Nothing else
was discussed. From previous parties I have attended and with speaking to
parents who have had parties there at that same pump it up they were all asked
to preview the eating room prior to everyone being moved into it.Complaints were made at the beginning at least 20 min in.Complaints were due to children & family being allowed into our party
room with shoes already off and wristbands the same color as ours and they did
not belong to our group. We had to tell the host 2 times that they were not
part of my party before they were escorted out and back to the front of the
office. Keep in mind some of my parents were sent to the wrong party room also. Complaints were due to the 2 host’s inattentiveness to the party, one kept rolling their eyes, and they did not really talk to nor engage children, or play games as promised. At one point they said “hey everyone let’s play a game”, and only a few kids came over. When they started to play, the host then disappeared and didn’t even finish the game.Complaints from both mom and dad were made and also from a friend who had a party there at that same location in Dec a few months before. I had mentioned to her that I was really pleased with the way her party was and that I wanted to have my son’s party there because I really had liked it. My friend was so embarrassed at the service and treatment that was being provided and spoke to the manager also when my husband was also talking to her. I can have her provide a statement as well on how way different her party was compared to mine from hosts to engaging with kids and the previewing of the room and the slideshow. She called the very next day asking to speak to manager about my party and they never returned her call.When speaking about the slideshow being of a different kids party, The week before party when confirming things over the phone I asked to add the slideshow for the $15. I saw on the handout of costs that it was on there and I was told by worker that there was no cost for it at that store because prices vary from the 2 stores on different things. I would have gladly paid it for it to have been done correctly. Not 25 min after my son is sitting there looking at the TV screen say Happy Birthday to another child’s name. I did turn the TV off 5 min before 6 because the parents were even asking me whose pictures are those and like I said my son was looking right at it all sad. Did thank the person who came in and started helping at 6(mind you my party was over at 6:30) referred to as the GM. Never once said “wonderful job” and did leave asking for an additional discount based on all the issues and lack of appropriate hosts. Asked to talk to someone above that person as they were only willing to take off the $40 super hero pkg portion of the party that was not really provided because the glow in the dark time was literally not even 3min and for other reasons already stated. We were told they could not give us owners names and there was nothing else they could do. We mentioned that it was a terrible party and we thought that they should not charge us anything else because we already had paid a down payment of $250. We did call once we were in the car because my husband mentioned to me that we had gone over 25 kids and that the GM said that she would take those few kids off the bill, I know for a fact we didn’t have anything over 25 because 4 of the kids that had RSVP’d were not there (one being my daughter). When asking her to read the list she said before starting to read it “well it’s not our fault if the parents signed in both kids and only brought one”. I thought well maybe some of the parents did do that but when she started reading the names at that moment I knew it was a lie because she mentioned my daughter’s name, I did not sign her in for a fact (mind you I had called during the week and asked if they could remove her from list and they assured me they would). Another name [redacted], her parents went but didn’t sign her in because she wasn’t with them but they were told they had to still sign in as adults with no children. [redacted] was another boy on my list she named as being there and neither his parents nor did the boy make it to the party. A little girl they had her on their 2 times. So what was the point in making parents use the computers upon arrival if they were not even going to go by the accurate list and go by the e-mail invites list? Completely inaccurate information.The discount requested was not arbitrary, we asked for half off because we were simply disgusted with the whole party and thought that the $250 down would have been an  appropriate amount for food and what we felt that we received was worth much less. The GM offering a $25 dollar discount was offensive to say the least because she was saying she would take $25 off because we had gone over our 25 kid count when in reality we didn’t go over our count as mentioned already. Again he asked to speak to someone else and was told there was no one else to escalate the complaint to.Both my husband and my friend complained and did tell the manager that we were all very upset and missed most of our sons birthday party running back and forth complaining about reg things that were not being done. We are not difficult people to please but when my son doesn’t even have a drink at his own party and is sitting looking sad at a screen that isn’t his friends playing nor of him then that upsets us and even more when the business is not owning up to their mistakes and trying to make things right.We were not given a $40 discount; $40 was taken from invoice bill for services that were not provided to us therefore we weren’t going to pay.We absolutely did not tip the hosts for the service which would have been in addition to what we paid for as we did not even receive the service we paid for.I can provide witness statements from parents of children that attended as well as the friend who attended my party and her experience with her party just a couple of months before. Of how awful this party was.   At this point I am requesting a fair resolution to this matter. We were
charged $375 for the venue and $65 for the food not even including what we paid
in tax.I do not think that requesting a 20%refunf on the bill based on the
service and issues we experienced during this event as noted above is
unreasonable. I also do not think it is unreasonable to take that discount off
of just the basic party which we do not feel we received. Therefore I am
requesting a 20%discount off the $375 basic pkg we did not get that and don’t
think we should have to pay for that. That would be $375x25% refund=$93.75At the end of the day resolution as noted is the difference between a
customer advertising by word of mouth a bad experience made better or not at
all their family/friends. Til this day I get asked if Pump It up ever made
things right with my son’s whole party.[redacted]

Complaint: [redacted]
I am rejecting this response because:Pump It Up has provided many false statements in their response.Below is a more detailed description of my complaint:On April 1, 2015, I went to Pump It Up to book my daughter's birthday party for May 9 at 11:20am. The package I booked was the Deluxe 20 kids for 359$. At the time I paid the required 100$ deposit. I do not recall signing a contract/agreement, just the bill of sale in the amount of 100$. If I did sign a contract/agreement I was not given a copy of it.During the week of May 4, 2015, I received several phone calls from Pump It Up to confirm my daughters birthday party. I spoke to [redacted] midweek. During our conversation I told [redacted] that I was not ready to confirm because people don't RSVP anymore and I wanted to give guests a few more days to respond. I asked [redacted] when I needed to confirm the party. [redacted] said I must confirm the party by Friday, May 8. I told her I would follow up with them on Friday. On Friday, May 8, 2015, I called Pump It Up and spoke to [redacted] I told [redacted] that I needed to downgrade my party from the Deluxe 20 to the Deluxe 10. [redacted] informed me that I could not downgrade to the Deluxe 10 that the smallest package I could downgrade too would be the Deluxe 15. I told [redacted] I had just spoke to [redacted] earlier in the week and that she never shared that information. [redacted]'s response was, "She's new. She didn't know." At that time I asked to speak to a manager. I spoke to [redacted]. I told [redacted] the problem and concern. [redacted] said that because of the time block that I chose the smallest package I could have would be the Deluxe 15. I told [redacted] I was never told about this policy and that I did not agree with paying for more kids than I have. [redacted] told me I was told the policy over the phone when I booked the party. [redacted] the manager, was not even aware that I booked the party in person. I was never told about the policy, either on April 1 when I booked the party or over the phone. Since, I disagreed with this, [redacted]'s solution to the problem/ concern was to cancel the party or to change the time of the party. I did not agree with either solution, as this was the day before the party. Upon confirming the party with [redacted] I ordered two pizzas (a cheese and pepperoni). I added on the following additional items to my reservation, a glow party, ice cream for 10 kids, 10 waters, and one large speciality pizza.On May 9, 2015, I was charged the Deluxe 15 at 319$. I should have been charged for the Deluxe 10 at 279$. I am disputing the charge and am requesting a refund in the amount of 43.30$, which is the difference in the packages.Now to address the false statements made by Pump It Up:Pump It Up references their website in their response. I was never directed to their website. All communication with Pump It Up regarding this party was made in person or via telephone.  Pump It Up did offer to move the party, as mentioned above, but they  failed to mention in their response that they offered to cancel the party. I did not accept the offer to move the party to 9:00 or 9:15. Who eats pizza at 9:00 in the morning?Pump It Up states in their response that the day of the party the manager asked me what type of pizza I wanted for the 3rd one. As mentioned above, I confirmed the pizzas on Friday-a cheese and pepperoni. I did not request a 3rd pizza, but the Deluxe 15 comes with three pizzas so PIP ordered a 3rd pizza without my permission. I did order a pizza for the adults.Pump It Up states complainant left party without further issue-[redacted] was fully aware that I was unhappy with the entire situation. And, I let [redacted] know that I would be contacting the Revdex.com.Pump It Up states that I called on May 28, this is incorrect. I haven't phoned PIP since May 8 to confirm the party. So, I'm not sure who they received a phone call from.Pump It Up states they received a call from Card Services. PIP states they explained the situation; however, card services tells me PIP would not respond to their communication.It is very apparent that PIP has a vested interest in their employees and food vendor rather than the customer.It is my hope that PIP would be responsible for the many mistakes made on their part and refund the difference in packages. I am in the process of letting the Pump It Up home office know about this extremely disappointing experience.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Pump It Up has provided many false statements in their response.
Below is a more detailed description of my complaint:
On April 1, 2015, I went to Pump It Up to book my daughter's birthday party for May 9 at 11:20am. The package I booked was the Deluxe 20 kids for 359$. At the time I paid the required 100$ deposit. I do not recall signing a contract/agreement, just the bill of sale in the amount of 100$. If I did sign a contract/agreement I was not given a copy of it.
During the week of May 4, 2015, I received several phone calls from Pump It Up to confirm my daughters birthday party. I spoke to [redacted] midweek. During our conversation I told [redacted] that I was not ready to confirm because people don't RSVP anymore and I wanted to give guests a few more days to respond. I asked [redacted] when I needed to confirm the party. [redacted] said I must confirm the party by Friday, May 8. I told her I would follow up with them on Friday. 
On Friday, May 8, 2015, I called Pump It Up and spoke to [redacted] I told [redacted] that I needed to downgrade my party from the Deluxe 20 to the Deluxe 10. [redacted] informed me that I could not downgrade to the Deluxe 10 that the smallest package I could downgrade too would be the Deluxe 15. I told [redacted] I had just spoke to [redacted] earlier in the week and that she never shared that information. [redacted]'s response was, "She's new. She didn't know." At that time I asked to speak to a manager. I spoke to [redacted]. I told [redacted] the problem and concern. [redacted] said that because of the time block that I chose the smallest package I could have would be the Deluxe 15. I told [redacted] I was never told about this policy and that I did not agree with paying for more kids than I have. [redacted] told me I was told the policy over the phone when I booked the party. [redacted] the manager, was not even aware that I booked the party in person. I was never told about the policy, either on April 1 when I booked the party or over the phone. Since, I disagreed with this, [redacted]'s solution to the problem/ concern was to cancel the party or to change the time of the party. I did not agree with either solution, as this was the day before the party. Upon confirming the party with [redacted] I ordered two pizzas (a cheese and pepperoni). I added on the following additional items to my reservation, a glow party, ice cream for 10 kids, 10 waters, and one large speciality pizza.
On May 9, 2015, I was charged the Deluxe 15 at 319$. I should have been charged for the Deluxe 10 at 279$. I am disputing the charge and am requesting a refund in the amount of 43.30$, which is the difference in the packages.
Now to address the false statements made by Pump It Up:
Pump It Up references their website in their response. I was never directed to their website. All communication with Pump It Up regarding this party was made in person or via telephone.  
Pump It Up did offer to move the party, as mentioned above, but they  failed to mention in their response that they offered to cancel the party. I did not accept the offer to move the party to 9:00 or 9:15. Who eats pizza at 9:00 in the morning?
Pump It Up states in their response that the day of the party the manager asked me what type of pizza I wanted for the 3rd one. As mentioned above, I confirmed the pizzas on Friday-a cheese and pepperoni. I did not request a 3rd pizza, but the Deluxe 15 comes with three pizzas so PIP ordered a 3rd pizza without my permission. I did order a pizza for the adults.
Pump It Up states complainant left party without further issue-[redacted] was fully aware that I was unhappy with the entire situation. And, I let [redacted] know that I would be contacting the Revdex.com.
Pump It Up states that I called on May 28, this is incorrect. I haven't phoned PIP since May 8 to confirm the party. So, I'm not sure who they received a phone call from.
Pump It Up states they received a call from Card Services. PIP states they explained the situation; however, card services tells me PIP would not respond to their communication.
It is very apparent that PIP has a vested interest in their employees and food vendor rather than the customer.
It is my hope that PIP would be responsible for the many mistakes made on their part and refund the difference in packages. 
I am in the process of letting the Pump It Up home office know about this extremely disappointing experience.
Regards,
[redacted]

We agree and will send her a refund via mail.  - [redacted]

The managing members of the LLC recently met and were allowed to review the complaint and rebuttals during their semi-annual meeting; the current chairman agreed with the customer; they've ordered the accounting department to issue a refund and an investigation into the training and operating procedures of the [redacted] store.  The refund should be issued within the next 30 days.

Complainant booked her party on April 1st for a Deluxe 20 party, which includes pizza and drinks for 20 children, on Saturday May 9th at 11:20AM.  On May 8th she called asking to downgrade to a Deluxe 10, she was informed by the shift manager that the Deluxe 10 is not available on Saturdays at...

11:20AM, it is only available per our website at 9:00AM and 9:15PM (link to site: http://www.pumpitupparty.com/party-deals/san-antonio-nw-tx  - EXTENDED LIMITED TIME OFFER).  The manager offered to move her party to the 9:00AM party slot; which would have resulted in the manager to make last minute changes to staffing and with our vendor for food orders (they staff according to our party bookings) but she refused and stated she refuses to pay for the 5 extra children.  On the day of the party, the store manager asked her what type of pizza she wanted for the 3rd one, she stated she didn't care so we had our vendor add a pepperoni since it was part of the package.  Complainant left at the end of the party without further issue.  On May 28th, complainant called to dispute the difference between the Deluxe 15 and Deluxe 10; again was told that party option was not available during that time and on that day of the week.  Later on May 28th, we received a called from card services on her behalf to dispute the charges, we explained the situation and have not received a charge back issuance.  Complainant was never told a Deluxe 10 was available and our website clearly states the Deluxe 10 is a limited offering party (http://www.pumpitupparty.com/kids-birthdays/san-antonio-nw-tx) and is directed to check out the deals page for more information - there as previously stated in this email and explained several times to the complainant is not available.  Our point of sale system, for the purposes of royalty reporting records every action and gives ample opportunity to take copious notes, so if more justification is needed we can provide more details and a copy of the confirmation letter, etc.  While I understand the complainant's concern, if we allowed every party to change to below our basic requirements, we'd be restaffing constantly, probably lose our food vendor, and truly is in line with other businesses in our field; that's why its a store policy backed by the franchise.