BBB Accredited Business since
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This company offers fairs & carnivals, indoor family entertainment centers and themed corporate parties.
A BBB Accredited Business since
BBB has determined that Fernandez Entertainment, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Fernandez Entertainment, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20280344-01.
Type of Entity
Business ManagementMs. Donna Smith, Vice President
State Fairs Amusement Parks & Places
91-246 Oihana St
Kapolei, HI 96707 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
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BBB Reporting Policy
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Additional Phone Numbers
- (808) 682-4183 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: Fun Factory has unfairly chosen to not honor my win of an iPad Mini on their game, and management has not replied to my letter and voicemail message. Please see the document labeled "Letter for ********.pdf" document in the attached zip file. It is a letter addressed to ************, the "owner" of Fun Factory. I was redirected to him by Fun Factory Mililani management. The letter describes the experience I had with the Mililani location and how management handled the situation. Also attached is a printout of the email transactions I've made with the administrative office to get a response from Mr. *****. Unfortunately, I have not received any response as I submit this complaint. It is my hope that this business operates fairly and professionally. I hope to hear from them soon.
Desired Settlement: I believe they should honor my win. The bigger issue is, I believe they need to make some adjustments on the area of customer service. As a long time paying customer, I am appalled by the way my case has been handled. I haven't heard anything back from upper management, not even an ETA on when I can expect a reply. I don't believe their practices in this area are in-line with a BBB Accredited company. Ultimately, this is basically my way of standing my ground and fighting for what I believe in.
Business Response: Initial Business Response /* (1000, 12, 2013/10/10) */ I have investigated the customer's complaint and found the following. 1. The customer had previously played the Barbers Cut Lite game improperly at our Fun Factory at Pearlridge Center and was expelled from the store by the store manager. 2. When playing the Barbers Cut Lite game at the Fun Factory in Mililani, the customer did not play it properly. Instead of cutting the string with the cutting mechanism, the customer used the mechanism to pull on the string, thus breaking it at the tip and causing the card with the photo of the iPad mini to fall as if he had won. 3. We have the actual card that fell when the customer played the game, and it clearly shows that the string was not cut. It had been pulled on, which caused the string to break at the point where it is connected to the clip at the top of the game. 4. We normally would give a customer the benefit of the doubt. However, in this case, there is no doubt that the reason the card with the iPad mini fell is that the string attached to it was yanked from the station rather than cut with the cutting mechanism. Final Consumer Response /* (3000, 16, 2013/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. In giving the business the benefit of the doubt, statement #1 is not a lie, but a mistake. I've never been approached by any Fun Factory store manager (including Pearlridge) for playing the Barber Cut Lite game improperly nor have I been expelled from any Fun Factory store. I'd very much like to see evidence of this statement. For the record, this is a very appalling statement and I am very much offended, again. 2. Can you define "not play properly"? I have only 2 buttons I need to press and timing to consider. When I played, the string went in between the blades, the blades closed around the string, it pulled back, and it severed the string. To me, not playing properly eludes to shaking the machine, breaking it open and pulling the prize off, leveraging some other external factor beyond hand eye coordination, etc. All of which I did not do. How can one play a game improperly when given 2 buttons/2 moves to control the machine? After viewing videos online of how others "won" at the game, I admit, my case was inconsistent with theirs. However, I believe I played the game properly based on my experience and as I described above. The part I don't understand is why the blades closed around the string, remained closed, pulled back, and severed the string. Is that not another way to win? All the valid parameters of playing the game were met! 3. I concur with this statement, I have a picture myself 4. So this goes back to how a "win" is defined or what it means to "not play properly". I understand the objective of the game as having to use the cutting mechanism to sever the string. I used the tools of the game, with no external influences beyond my hand and eye coordination, and achieved that objective. At this point, I redirect you to my previous response on customer service and standing behind your product. I'm very interested to hear your thoughts on this. The prize is trivial to me. Again, I'm doing this as a matter of principal and to stand up for what I believe. What concerns me is that the business needs to be extremely clear on what it means to "win" or "not play properly". Who's to stop them from claiming that any "win" is actually a malfunction? And if it's deemed a malfunction, where's the integrity of standing behind your product? Has the business taken action to adjust? Have they done their due diligence to contact the vendor? Final Business Response /* (4000, 18, 2013/10/22) */ Our Mililani Manager says: â€œcustomer claims to have won, but string was pulled instead of cut, as the pics show bottom left is a nomal cut and top left is not, (a normal cut) and wasnâ€™t won properly as it is pulled... in this case it voids the pay out..The right picture is the actual sign that the customer brought to the front that he claims he won...â€ To reiterate, the above top and right picture show that the sign was not cut, truly we are uncertain as to how this might occur. We are certain however, that the orange string was not cut. In a properly played game as shown on the bottom left hanging pin, the result of the â€œcutâ€ must look like this, with the string still attached to the pin. Mililani Manager says: below is the gamesâ€™ playing directions, it clearly states that a cut must occur in order to win the prize...