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Description: Party Supplies, Tents - Rental
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We put a deposit down in Brookfield for Pump it up of 100 dollars. They stole our money and never replied to us when we asked for our money back because of them PERMANENTLY CLOSING! The woman who owns PIU in Brookfield also owns the PIU in Madison and has announced on *** that she is closing her PIU doors in Madison also but she did offer them a refund for those who had put down 100 dollar deposits! There are so many including me, who were denied our deposits because there is a supposed (non-refundable deposit) if this is true then why is she refunding those in Madison? Why when we confronted her on *** on the Madison closing post, did she remove and block us from commenting?? (i have the screens shots of all of the comments slowly being deleted and me being blocked). This woman is trying to rack up money off of hundreds that she has scammed out of money and she deserves to be arrested!! You are in for a lawsuit and you should SEND EVERYONE at the brookfield location a check for their money back! Nonrefundable deposits do NOT apply to us when you decide to close your doors! And do not use the zero revenue “we are broke” excuse either, because if you were you would be filing bank ruptcy and would have apologized and explained that to EVERYONE of your customers as to why you are unable to give back deposits. But no,instead you ghosted and stole from us! What kind of business practices are running? You have thrown THOUSANDS of birthday parties for over 15 years yet 2 months of being shut down made you 50k in debt? How laughable. You are sick. There are so much of us who have been off of work, have families and are struggling.100 dollars can really help us but instead of being a decent human being you decide to be a money hungry con artist. I HOPE YOU ARE NEVER ALLOWED TO OPEN ANOTHER BUSINESS EVER! YOU ARE LITERALLY FORCING PEOPLE TO HAVE TO FILE FRAUD CLAIMS WITH THEIR BANK AND I AM HAPPY FOR THE ONES THAT CAN ACTUALLY GET THEIR MONEY BACK BUT ME IM NOT SO LUCKY! I WANT MY DEPOSIT OR ELSE YOU WILL BE HEARING FROM LAWYER AND YOU WILL ALSO BE SUED FOR WAAAY MORE THAN A 100 dollar deposit!
I scheduled a party at this location Pump it up in Brookfield, WI for May. Paid a deposit. I was notified via email that the place was closed due to Covid and the deposit could be used for reschedule or amounts of times to utilize the facility. Since then I’ve received that the company has closed permanently. Their phone number is disconnected and they are not responding via email regarding my deposit.
We had a birthday party scheduled for our son in mid March 2020, right when the pandemic hit hard. We were forced to cancel the party due to the pandemic, along side that we were out of work due to the pandemic- which meant little income. I asked them for our refund back which would have helped a lot with groceries or bills. They REFUSED to give us our money and said we HAD to choose a future time to have the party. We did not want this because we knew the problem would only get worse. On top of that they told me that they have employess to pay and cant give us our deposit!! I then replied that us as customers have families to feed and bills to pay also and its not fair to or legal to hold our money and give it to their employees when we all are being hit. They have now announced that they are permanently closed. WELL where is our deposit? Im sure we are not the only family to have our money stolen from us!
I am writing in hopes that the company will do the right thing in issuing a refund not only to me, but to all the other families that have had a party cancelation due to a state-wide shut down amid covid-19 fears. While it is understood that Pump It Up has a non-refundable deposit notification, these are what I consider extreme circumstances. I in no way had any intentions of canceling my daughter's party, but when the Wisconsin governor ordered the safer-at-home restrictions, that included large gatherings and non-essential businesses. I believe it is not only unfair, but unethical for the company to keep deposits made by families that could not have their children's parties. While I have the complete understanding it was not their intention to cancel these parties either, I should not have to pay for a service that was not rendered as I am not at fault either. I have made several attempts to have the company issue a refund on their own, they have only tried to compensate by offering jump passes for their facility. A facility that has no near plans in the future to be allowed to reopen for business making these passes useless. As I stated to the company, I don't believe what I am asking for is unreasonable. The fact that they have already spent the money I deposited to pay for my daughter's party that I could not have is no fault of my own. Given these extreme circumstances, which are worldwide, I believe it negates the non-refundable policy. It is the right thing to do. My daughter's party was scheduled for March 21st. The company did not notify my directly that it would be canceled. The only reason I got an update was because I emailed the company a few days ago about not receiving an update. There was nothing from Pump it Up in my spam folder.
Miss *** is not satisfied with our $100 non-refundable deposit policy. This policy must be manually agreed to with a large red button during the booking process online, before the credit card is charged or the party is booked. As you can see, this occurred on Feb 26, 2020 at 12:06pm. The next attachment is the confirmation she received immediately following the booking in her email box. I also have digital imaging and time stamped of when she opened this email, attached.Unfortunately, the government shut down of groups of 10 or more, immediately put our business temporarily out of business until the order resumes. We take deposits to "save a spot" on our calendar months in advance, due to each time slot we have available, usually fills up. The people who schedule earlier, have a benefit of selecting their ideal time. They all pay a non-refundable deposit of $100 that is later applied to the party final price. This is very similar to other party and event venues. We did have the date and time of March 21st scheduled for her party, however on the 17th we had to notify customers of the reschedules. As I explained to Miss ***, we are a small business with 0 revenue currently, no savings and all employees are now unemployed, until we are allowed to open. As much as I would like to refund all of the parties the non-refundable deposits, I am unable financially to make the exception across the board. Customers have gladly chosen to reschedule in the Summer, use the deposit toward the child's next years birthday, or even use the deposit for a sibling. We said we would accommodate them up to 12 months, to try to be even more fair. 99% of our customers have been very pleased with this. A few have opted to take our second offer (which was also offered to Miss ***), for 10 Open Jump Passes, valued at $100 instead of keeping a credit on file. If our business and many other businesses can survive from this, our loyal customers know this is not personal, but an act of survival and legality. Thank you!Pump It Up Brookfield
Miss *** is not satisfied with our $100 non-refundable deposit policy. This policy must be manually agreed to with a large red button during the booking process online, before the credit card is charged or the party is booked. As you can see, this occurred on Feb 26, 2020 at 12:06pm. The next attachment is the confirmation she received immediately following the booking in her email box. I also have digital imaging and time stamped of when she opened this email, attached.Unfortunately, the government shut down of groups of 10 or more, immediately put our business temporarily out of business until the order resumes. We take deposits to "save a spot" on our calendar months in advance, due to each time slot we have available, usually fills up. The people who schedule earlier, have a benefit of selecting their ideal time. They all pay a non-refundable deposit of $100 that is later applied to the party final price. This is very similar to other party and event venues. We did have the date and time of March 21st scheduled for her party, however on the 17th we had to notify customers of the reschedules. As I explained to Miss ***, we are a small business with 0 revenue currently, no savings and all employees are now unemployed, until we are allowed to open. As much as I would like to refund all of the parties the non-refundable deposits, I am unable financially to make the exception across the board. Customers have gladly chosen to reschedule in the Summer, use the deposit toward the child's next years birthday, or even use the deposit for a sibling. We said we would accommodate them up to 12 months, to try to be even more fair. 99% of our customers have been very pleased with this. A few have opted to take our second offer (which was also offered to Miss ***), for 10 Open Jump Passes, valued at $100 instead of keeping a credit on file. If our business and many other businesses can survive from this, our loyal customers know this is not personal, but an act of survival and legality. Thank you!Pump It Up Brookfield
Worst customer service. They started a party during my time frame. I was stuck in traffic during a snow storm because of a car accident. I called once traffic moved to let them know I was on my way. I was told they kick out my guest. So I had to take my guest and my birthday boy else where.
The owner made a comment about my parenting in front of my family/ guest. Very unprofessional and I wouldn’t waste my time nor money
I booked a birthday party for my daughter and when booking I was told we could arrive 10 minutes early to set up. I spoke with *** on 3 different occassions, we talked when I booked we talked on that monday before the party and then again the day of the party. Never once did she mention we wouldn’t be able to get in the room until an hour after the party and we were never informed that the party host set up. So I called the day of to see if I could possibly come a little earlier than 20 minutes, she said no, which was fine. My issue is that we stood in the lovbt for an hour waiting to get into the room to set up the tables and the dessert table and I had someone come in to do that and she had another event to go to and this made her late because I was told we could come 10 minutes early to set up. *** tried to lie twice and changer story several times when I questioned her and when my brother tried to mediate and question her she lied to him as well. She never communicated that their would be another party there using the room and that we wouldn’t get in until an hour after. Why would you book parties back to back like that. I’ve been to other parties at pump
It up and never has this issue come up and I had people at the party who said they had parties their and they never had that issue, they had the room the whole time. *** was horrible as far as communicating any of this information to me and *** the owner still has not called me back to discuss this matter, I called her on sunday the day of the party. I want some kind of compensation for this..
Dear Revdex.com of Wisconsin, Thank you for passing along the customer concerns in the complaint ID listed above. Mrs. has voiced her concerns to two of our managers and our district manager, who operates both of our Wisconsin stores. Unfortunately, Mrs. is solely focused on a refund for a party that has already taken place. Once our position is explained, we empathize, however do not offer a refund, she becomes irate. Please see our response below:It is important to note that the Brookfield Pump It Up, just completed it's 15th year of business at this location in Brookfield. During this 15 years, we have consistently provided 100% private parties, with a rotation schedule. This is clearly documented on our website and has never operated differently in the history of this franchise store. The competitors allow a birthday party to play in a public "bounce room", then they take you to a "private party room" at the end of your party for the cake portion. This is how they can have several parties, at once. The Pump It Up franchise model operates differently. We also have multiple parties in our building, while still allowing parents the comfort of a 100% private experience. We start 100% of our parties in Arena A for 35 minutes, then the party moves to Arena B for the next 35 minutes. Arena A and B contain different inflatables and games, so it all the children to experience new levels of fun! We end each party in the Party Room, for 50 minutes. This rotation allows 3 parties in the building at one time, with no overlap. All parties are a total of 120 minutes. Parents appreciate the safety and privacy aspect of our business, which is why they pay a slight premium over a public birthday venue. *** has been a manager of ours for 1.5 years now. She is one of our best managers and has a comprehensive understanding of the business and the rotation. We allow parents in the Party Room to set up, 20 minutes prior to the Party Room portion starting. This would be 50 minutes into the full two hour party. If Mrs. was "standing in the lobby for one hour" prior to the party room, this would be unfortunate, because she would of missed her child's party in Arena A and B, and she was allowed into the party room prior to the party room portion. As soon as the room is empty and clean we go get the parents in Arena B and invite them in. *** made notes for management on the party record, you can see the screenshots below. As you can see, the guests were frustrated because our rotation did not fit their needs, from the beginning. The guests became combative in the lobby, raising voices, and causing a scene. We also provide each party with party attendants to help set up. As you will see on the notes, they refused the assistance. We have no record of Mrs. being an existing customer. According to our records, this was her first party with us. It is unfortunate that our business model did not meet her needs. I have attached screenshot of my manager notes, links to my website where it defines the 120 minute party, and the FAQ's that provides more information. Due to these reasons, we decline any compensation to Mrs.. We also ask that she stop calling our stores and harassing management for a refund. Links- Party Page- https://www.pumpitupparty.com/brookfield-wi/birthday-parties/pricing/ (Please click on MORE INFO under Classic Party to see the details.)FAQ's- https://www.pumpitupparty.com/brookfield-wi/faq/Thank you, *** XXXX, Owner, Pump It Up of WI4 Attachments
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I need a refund please! You can see the emails of the confirmation you sent me and nowhere on the confirmation email does it state that I only have 50 minutes in the party room and 20 minutes before the 50 minutes to set up. *** never said anything like that when I booked the party all she said was we could arrive 10 minutes before the party (party started at 3:25) to set up the room. We did not get in the room until 4:20, thats 55 minutes after the party started. It was never clearly stated that their would be another party going on and that we had to wait for them to be done. If I’m paying $351 for the space then I should have that whole time I paid for it to use the space and enjoy our time. So with that being said at least give me something $100 is not unreasonable, and you beed to train your managers better so that they can give out the correct information so you don’t run into this problem again. And no I’ve never had party at pump it up before 6/9 but that isn’t relevant tho this situation at all so idk why that was brought up.
Regards
Dear Revdex.com of Wisconsin,I received the recent letter. We also received another call from Mrs.’s mother today. Demanding we refund the total party price or she would contact an attorney. My first letter clearly laid out our business model. The franchise model is based on a party rotation. We have thousands of parties EVERY year and not once have we received this complaint. Our model is clearly explained on our website and it is consistent with many of our competitors that the party room is not available at the time of the jumping. I hate that Mrs. had a party in a location that was not convenient for her and there was some confusion on her part, but the party was had, employees were paid, entertainment and food was provided, that is our cost of doing business. We cannot honor a refund based on the reasons in this letter and the previous. We again ask that Mrs., or her mother, do not contact our stores and threatening our managers. If they feel they should pay an attorney to handle this matter, that might be best, because my managers have been asked to have no further contact. Since the day of the party, managers have been yelled at, degraded and threatened, and we will not allow this. Thank you,*** XXXX
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I’m handling this situation the best I can. Disregard my mothers call, I have been nothing but nice to you and your manager. I’ve never been hostile with anyone, your manager *** was the one who went into a room and slammed the door and screamed at the top of her lungs while there were children present. That seems pretty hostile to me. I’ve already contacted my bank about the transaction and it will be disputed. Thank you for wasting my time and yours when this could’ve been easy. And my mom didn’t threaten anybody I was there when she called you guys this morning. Now your just making up stuff and also I have a friend who had a party there and she said you guys did not do a good hib and she was refunded, so don’t lie and say you never have had complaints, because you have.
Regards