Tumble Time Gymnastics

Dear *** ***,We received your notice of a reported complaint, ID#***, via mail, weassume, on Saturday 8/22/Upon return to our facility during regular businesshours today, 8/24/15, we gathered the mail, and promptly set to responding to yournotification.I received word of the complaint
and the details of what occurred on Monday,8/17/I thoroughly read the customers email complaint sent directly to ourfacility via email that morning, 8/17/at8:a.mI discussed what occurred witheach of my staff members that were directly and indirectly involved in the in theBirthday party complaint mentioned aboveI discussed with my office managerwhat would be fair compensation for our mistake, and responded to the customerby the afternoon as to what we decided to offer her as restitution.In the response email I sent to the customer on 8/17/at 2:p.m(see includedemail), I indicated to that we had never had such an instance occur in our yearsof doing business, and we did not take it lightlyAs the customer's complaint emailto our facility stated, our employee showed up late to their scheduled partyThisparticular employee has an amazing work history at our company and has been oneof our most applauded Birthday party hosts in our company history, receiving ravereviews for every party she has ever hostedShe however, in this instance, hadrecorded an incorrect time for her scheduled party and when she showed up to ourfacility at 3:45, in fact thinking she was an hour and minutes early for a 5:00party, she was actually minutes late for the party that was scheduled for 3:15.We have taken steps to document this infraction in this employee's file and haveimplemented additional policies to ensure that an incident such as this will nothappen again.Ultimately, as compensation for the hardships incurred by the customer and herfamily and friends I offered to return her $deposit and issued her freepasses ($value) to Jump Time Idaho (our sister company), so that they mayhave an enjoyable experience in another facility, as she indicated she would notaccept any compensation in the form of free activities at Tumble TimeThecustomer responded that she would love to accept our offer as compensation andindicated that she appreciated the email and our response (see included email8/17/at 2:58p.m.)Unfortunately, this agreement occurred roughly an hourafter the customer had already filed the complaint with you.This was an unfortunate incidentWe have made amends with the customerBeingan education facility we believe in continually learning and growing to better serveour customers and provide outstanding experience for children in the TreasureValleyWe have learned from this incident and have grownWe hope that thecustomer feels justly compensated and will eventually come to trust us again.Thank you for your concern for customer satisfaction and your assistance in thismatter.Tumble Time Gymnastics

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and accepted the resolutionIt is still not completely satisfactory (I am still quite disappointed), but do not wish to dwell upon itSo I accepted their offerThough now having seen the cost of the free hours at jump time, I am a little bummed that it is only $(outside of returning my deposit) because the cost I had to endure due to their mistake was more (pizzas for kids and adults, plus cupcakes and waters)It does not seem like it really cost them much at all to provide itHowever, I don't intend to use their Tumble Time facility so it is not worth fighting back and forthI will also note, that in the time since the resolution, I have heard similar complaints from folks who may not have had a birthday party go like this, but have had been thrown into different classes without notification or had class times not match what was orderedEither way, I wish to not pursue further, but at least let it be known what happened Regards, *** ***