Complaints

• Initial Complaint

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I emailed the owner of Pizzazzles *************************** children party rental space on 3/25 to book a party for my child.She returned my call to my work office phone, where I then spoke with her for roughly 4 minuets with co-workers in the room hearing the discussion. I was told an available date in which I accepted, and was told I would need to put down a deposit to save the day for my party. I gave her my credit card information, and ******* informed me that she would email me the contract, I need to fill it out, and bring it in the the rental space, where she would go over the terms of the contract and finalize the event. I then 2 days later without signing the contract canceled my event via email. A charge was immediately then place on my credit card for the full price of the party. ******* then via email informed me that canceling the party before there 30 day policy would result in the full price of the party to be charged, at no point in our phone conversation was I informed this, and on the party place website, party package page there was no information about this policy. She did not state at any time that I was agreeing to any of there policies. She then then emailed my a copy of a very long policy page, that does not exist on there website. The contract had been emailed to me after she charged me the deposit fee. On the party rental website the deposit fee is listed as $100 not the $150 she charged me.

  Business response

  04/20/2022

  Taking the time to express your concerns is appreciated, however, there are several details that are not being disclosed and leave the business at an unfair advantage. The customer called the studio to inquire about booking a birthday for her daughter.  Given there were not many available dates foe her to choose from she wanted to immediately secure one of the only dates available.  The policies were clearly explained to her over the phone, including that her deposit would be non-refundable and that if she were to cancel the  event within 30 days she would be charged the reminding balance of the event, amongst other policies.  Afterwards,  credit card information was provided by Customer and a deposit of $150 was immediately secured.  It was further explained that both a deposit and contract were required.  I agreed to secure the date with the deposit and a verbal agreement as long as she would send the written contract as soon as possible.  All pertinent documents were emailed, including contracts and policies that were spoken of and were required to be submitted.  

  Customer sent an email a few days later cancelling her scheduled event (17 days from the date of her scheduled booking) and demanded a refund. Persons generally book events 4-6 weeks out from their desired date.  The policy we have in place protects us from cancellations within a 30 day window. We do allow for a reschedule, however customer was not interested in rescheduling.   At that time, her card was charged the balance of the base party package.  

  Customer is claiming the information on the company website is different from what was provided to her. Anyone who visits the website will receive a pop up to call or email for the most up to date information as the website has been under construction for sometime. Customer was provided all up to date information upon speaking.  

  Customer was upset we followed through on the policy we have in place and began making threats, calling news media, the management company from whom we lease space, etc.  Given she was so angered, I offered to refund her the money, minus the deposit and any associated processing fees, if someone had called to reserve the same time and date she cancelled.  When I called her to tell her another party had booked and that I was happily able to return her money, she became rude, threatening and even mocked me claiming she called the fraud department on her card.  I chose not engage her.  It is unfortunate that people are so kind when they get what they want, but as soon as business follows through on protections they have in place, for valid reasons, it becomes a public spectacle where the business is always made to be the bad player in the game.  

  I did what I could to appease the customer.  I tried to make an exception to accommodate her.  There was nothing that could be done to make her happy.  

  Customer response

  04/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [NOT RESOLVED]

   The response to the BBB from the business owner is false, the contract that is attached was never signed by me, therefore I was not contracted to her terms and agreements. The business owner is flat out lying that she had a signed contract with me, that is why she is providing you a BLANK contract as her evidence.   She charged my credit card even though we did NOT have a signed contract, she charged me for the entirety of the party WITHOUT a signed contract.  I did not dispute the deposit even though her website states it requires a $100 deposit, and she charged me $150, I understand that, that is not refundable, but you can NOT charge people for a full cost of an event without a signed contract.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  05/05/2022

  All has been addressed in previous response.  Thank you for taking the time to share your thoughts.  

  Customer response

  05/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Not resolved]

   The attached contract that the owner of ******** has provided as her "evidence" is not signed, because I never signed a contract in which I agreed to her terms, and cancelation policies.  She charged me in full on the credit card I gave her for a deposit.  I never had a contract with her, I cancelled my event fully aware I would loose my deposit, however when I cancelled instead of just loosing my deposit she immediately charged me for the full event.  Ask her to provide you with the signed contract for the party she charged me in full for. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩