Complaints

• Initial Complaint

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hate to bash a local business but at this point it has gotten extremely out of hand and I would just like to warn the community for those who like to throughly look into the establishments they take their children to. This post is regarding Whippersnappers in ***** owned by **** and *******. Roughly a month ago I hosted my sons birthday party at their establishment. This was 2/26/22 6pm-8pm, there was 1-2 additional families inside the venue during our party and we were in the tree room. I had previously been in contact with ******* regarding my reservation where I also paid in full almost $400 for the room, food and drinks prior to the party. I informed ******* that we may have more guests than expected and I went to discuss with one of the managers the morning of the party regarding additional costs associated with this. There is documentation on all communication prior to this. When arriving at the establishment that morning I was told rudely by the manager that she was "too busy to deal with me" and I was directed to whom was also labeled as a manager. I asked her kindly if I was to pay for each additional guest for their own admission (the website states 2 adults per child, each child is $15, any additional adults or children would be $15 each for normal reservation). She stated that this was okay because they "weren't anticipating a busy night". I paid additional fees while in the building directly to her as well as paid for 3 additional children accompanied by their parents online (which was where I was directed by the manager to do so). Fast forward to the night of the party where we were directed to our room in the back. We had 12 children attend the party, including a baby, the rest of the guests being adults who were there to support my son. We were very respectful of the space, cleaning as we went and I can guarantee that no child was misbehaving. Approximately 30 prior to our party ending I was handed yet another **** for roughly $300 more....

  Business response

  04/12/2022

  The attached email chain shows that Wippersnappers worked with ******************************* on the amount of people coming to her party, increasing the number of allowed guests from 20 to 25 total.  We limit party size to 20 people total due to the room size and capacity limitations.  ********* ending up bringing 46 people to her party, 21 over the agreed upon amount.  The last email shows how we reached out to her after her party to try to resolve the situation and collect on the $75.00 still owed to Wippersnappers (a reduced amount from the actual $136.00 owed).  She did not respond to the last email.

  
  On March 25, 2022, ********* and her friend ****** Black publicly posted about their experience at Wippersnappers on social media. **** and ******* were personally named in these attacks.  Although we understand that customers have a right to post about negative experiences about our business, in the case of these posts, it crossed the line because it contained false, defamatory and misleading statements.  These posts were not factual and did not address how ********* and her friend treated our employees with rudeness and hostility.  The statements in Cassandras complaint are false - Wippersnappers has security video, with sound, of the entire interaction at the end of *********** party, and it shows that her complaints have no basis, and in fact shows how rudely and hostile she and ****** Black were to our employees.

  
  To this day ********* has not fulfilled the obligations of her contract, still owing Wippersnappers $75.00.Tell us why here...

  Customer response

  04/14/2022

   
  Complaint: 16963707
  
  I am rejecting this response because:

  When at the business on February 26, 2022, I requested documentation on who they stated was at the birthday party they were trying to charge me for, I was denied this request. I also requested video footage and was denied this request as well. Prior to the party, I was in the business that morning confirming and requesting that if I pay separately online for additional guests if that would be okay, this was with the manager on duty (who had pink hair because the other manager rudely stated she would not help us as she was too busy). The manager I spoke with stated that was okay because they did not expect to be busy that night, which indeed they were not and we beought the majority of the business. To this day I still have not received documentation on who they state attended my sons birthday. Hand stated that same night that "if they sang happy birthday to my son I had to pay for them". They did not include all of the separate reservations I paid for online and the fact they charged ****** and her husband as children along with their child $45 that night. 
  As my right to do so, I reviewed the business online explaining my experience. I received a threatening email that night at approximately midnight stating if I did not take down my review they would be contacting my place of employment which in no way was involved other than the fact that they came in multiple times after the party while I was working and once tried to approach me once my coworker went on break approximately 30 minutes after paying their tab. This email was subjected with false information regarding the details of my party. The owners did proceed to email and call my work multiple times stating that I was harassing them.

  I believe due to the strong outpour of complaints from other previous customers who had similar experiences with this business and the owners is what is leading these owners to panic and say false accusations on the incident. They have removed all negative comments and reviews on their business that were given by other customers, all of which are attached in my original BBB complaint.
  
  Sincerely,
  
  *******************************

  Business response

  04/26/2022

  The attached Check In Log is what is used to show who attended a party - guests sign the log sheet when they check into the party.  This is used to verify that our online waiver has been signed.  We also have a manifest from our booking program for that shows who booked General Admissions for a session.  When people check in for General Admission, they stated that they were with *********** party and were marked that way.  Here is the breakdown of guests to *********** party: 20 people originally approved.  5 extra people approved by ******* after several discussions over email with ********* (more than 25 people was NEVER approved by *******). 6 guests paid for General Admission through our booking system.  5 guests paid in person at our Point of Sale.  9 guests were listed on the check in log that never paid.  A total of 45 guests attended *********** party  This is not even close to the 25 approved by ******* through email.  Names will not be released for public viewing for privacy issues.  If either the BBB or ********* would like to see the names of the attendee's (she was shown them all on the night of the party - we have video confirming this), they are welcome to come to Wippersnappers and view the names.  They are also welcome to watch the video of the interaction at the end of the party which shows how rude and hostile ********* and her friend ****** were to our employees.

  The bottom line is ********* was approved for 25 guests, she brought 45 guests, far, far above the agreed upon amount of 25 guests.  Even one guest over 25 is in violation of her agreement.  ********* did not respond to any attempts of Wippersnappers to contact her after the party, and to this day has not fulfilled her obligations, still owing Wippersnappers $75.00 - a price adjusted down from $136.00 in the interest to try to resolve the situation.

*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. ↩