Pump It Up of San Marcos

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This customer reserved a Classic Deluxe Party Package for up to children on 3-5-for a price of $A non refundable deposit of $was paid to reserve the 6-8pm time slot on Friday 4-11-The customer notified us of cancellation on 4-9-14, days before her party
Cancellation Policy:
To avoid additional charges we require at least days advance notice if you need to cancel or reschedule your party (your party must be rescheduled within months of the original party date)If you cancel or reschedule your party within days of your party date, you will be responsible for fifty percent (50%) of the total party priceIf you cancel or reschedule your party within days of your party date, you will be responsible for one hundred percent (100%) of the total party pricePlease note that party cancellations or rescheduling are not accepted by voicemail or email
Our cancellation policy is given to all of our customers prior to booking, it is also on their confirmation page, and on our websitePlease see attachment of this confirmation page or review our website to see the cancellation policy atwww.pumpitupparty.com/san-marcos-ca
As soon as we were notified of this cancellation (4-9-14) we charged the credit card on file (holding this reservation) $The credit card would not allow the full amount to be chargedThis is why there is a balance due of $
Because the customer stated she was hospitalized I told her I would make an exception to our cancellation policy and allow her to reschedule prior to the end of August as long as she paid the remaining balance due immediatelyShe refused, still owing us $Our business depends on receiving revenue for our limited time slots since we sell private parties
In response to the Desired Settlement:
The customer has never paid the total $party priceShe has paid a total of $and still owes $She is not owed a party since she did not abide by our cancellation policyThe offer of an exception to the cancellation policy required her to pay the balance due immediatelyIn April she refused our offer stating she did not want a party nor would she pay the balance owed

This customer has made numerous inaccurate statements. One example, in her complaint, she wrote:
        Purchase price: $385
        Disputed amount: $385
and then in her desired settlement she states, "We have already paid the full amount of the party and we are owed a party..."
She has not paid what is owed. She has paid $265, still owing $120. In my response dated 9-29 I have already provided our cancellation policy and the
condition under which I agreed to make an exception. The customer continues to ignore the fact she owes our business $120. We have lost revenue for the April time slot she reserved and gave inadequate notice for us to resell this time slot.
As a business owner it is my desire to deliver an excellent private party to all customers. I try to accommodate customers willing to understand and accept responsibility for their end of a business relationship. In this customers case, initially, I made an exception to reschedule her party prior to the end of summer. She needed to pay the full amount owed for the April time slot lost to me immediately. She refused then and to date has not paid what is still owed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] the owner of Pump it Up promised my husband a party when my health was stable. Bottom line is we have paid 265.00 for a party and have not received the party. They received the money and gave nothing in return for it. On top of extremely poor customer service, and being extremely unprofessional, we are very upset with the outcome of this situation. The corporate headquarters for Pump it Up called [redacted] and told her that that's not how they do business and that she should refund the money or let them reschedule the event and her response to that was that she's the owner of a franchise and she can do whatever she wants. The corporate headquarters of Pump it up told me that they aren't in the business of charging people for parties that don't happen. In all actuallity that is exactly what [redacted] from Pump it Up San Marxos did...she charged us for a party that we didn't relieve. The right thing to do would be to refund us the money or let us reschedule for a later date. Based on numerous complaints filed by other customers, this location specifically has had many customer complaints stating terrible management, rude staff, etc. If [redacted] does not choose to do the right thing and allow us to reserve a party or refund us the money, I will be adding to those complaints so that no one else gets their money stolen and ends up with no party in the end. 
Regards,
[redacted]

Review: We scheduled a party with Pump it Up of San Marcos in March 2014. Due to pregnancy complications with myself we needed to cancel the party. The owner would not allow us to cancel the party and without our permission Pump It Up of San Marcos withdrew the funds from our bank account prior to the actual party date(in the contract it says that the funds are due on the day of the party) as soon as they knew we wanted to cancel they took the funds out of our account. After a lot of going back and forth, the owner of Pump it up agreed to let us book our party at a later date, which was 6 months from the party date (April 2014). We have now been calling and calling (we have left 6 messages and have been hung up on by a manager) we cannot get the owner to call us back.Desired Settlement: We would like to book our party for a date as we we're promised. We have already paid the full amount of the party and we are owed a party at Pump it Up of San Marcos.

Business

Response:

This customer reserved a Classic Deluxe Party Package for up to 25 children on 3-5-14 for a price of $385. A non refundable deposit of $75 was paid to reserve the 6-8pm time slot on Friday 4-11-14. The customer notified us of cancellation on 4-9-14, 2 days before her party.

Cancellation Policy:

To avoid additional charges we require at least 15 days advance notice if you need to cancel or reschedule your party (your party must be rescheduled within 3 months of the original party date). If you cancel or reschedule your party within 15 days of your party date, you will be responsible for fifty percent (50%) of the total party price. If you cancel or reschedule your party within 7 days of your party date, you will be responsible for one hundred percent (100%) of the total party price. Please note that party cancellations or rescheduling are not accepted by voicemail or email.

Our cancellation policy is given to all of our customers prior to booking, it is also on their confirmation page, and on our website. Please see attachment of this confirmation page or review our website to see the cancellation policy atwww.pumpitupparty.com/san-marcos-ca.

As soon as we were notified of this cancellation (4-9-14) we charged the credit card on file (holding this reservation) $190. The credit card would not allow the full amount to be charged. This is why there is a balance due of $120.

Because the customer stated she was hospitalized I told her I would make an exception to our cancellation policy and allow her to reschedule prior to the end of August as long as she paid the remaining balance due immediately. She refused, still owing us $120. Our business depends on receiving revenue for our limited time slots since we sell private parties.

In response to the Desired Settlement:

The customer has never paid the total $385 party price. She has paid a total of $265 and still owes $120. She is not owed a party since she did not abide by our cancellation policy. The offer of an exception to the cancellation policy required her to pay the balance due immediately. In April she refused our offer stating she did not want a party nor would she pay the balance owed.