Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was Saturday July 19, 2025. I paid the business $904.05. The business was supposed to have been committed to providing services that I did not receive. The nature of my dispute is unprofessionalism, over pricing, harassment, cleanliness, services that were not provided for the duration of time agreed upon, and the threats of calling police for no reason. The agreement that I have attached will show what I was over charged for and the times for the services I did not receive. The business refuses to compensate or resolve the problem.

  Business Response

  Date: 08/04/2025

  We are sorry to hear the customer feels dissatisfied; however, the claims made do not accurately reflect the events of their booking at Imagine That World of Play.
  
  1. Event Timing & Face Painting
  The customers party arrived late, which impacted the scheduled face painting. As a courtesy, we extended the face painters time by an additional hourat the businesss expenseyet guests still did not arrive in time to participate.
  
  2. Overstaying the Reservation
  The party exceeded its contracted reservation by over an hour, with guests remaining on the premises.
  
  3. Policy Violations
  Guests, including the customer, wore shoes (cowboy boots) on our safety mats despite our no-shoes policy. This caused significant mat and floor damage requiring full replacement. Photographic evidence of the damage is on file.
  
  4. Damages & Payment
  The customer was invoiced for a cleaning/replacement fee to cover the costs of these damages but has not remitted payment. The business has since covered the costs to ensure safety and cleanliness for future guests.
  
  5. Cameras
  Our cameras are used solely for safety and policy compliance. Footage was reviewed after staff reported repeated policy violations and disrespectful behavior toward the facility.
  
  6. Safety of Staff
  Our staff member assisting the event reported feeling unsafe and uncomfortable due to the behavior of some guests.
  
  7. Police Involvement
  The business did not threaten to call the police. The customer was notified that if guests refused to leave after being well over their reserved time, we would be required to contact the authorities. Guests left only after being informed of this.
  
  We maintain our commitment to providing a safe, clean, and respectful environment for all guests and stand by our policies and procedures. We are willing to resolve this matter if the outstanding damages are paid in full.
  
  Imagine That World of Play Management
  

  
  

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23626087
  
  I am rejecting this response because:

  
  
  We arrived late due to circumstances beyond our control, but your team was informed in advance, and your own staff reassured us the party could still proceed smoothly. To claim the face painter stayed an extra hour while also saying our guests didnt arrive on time makes no senseseveral children were present and visibly disappointed by the rushed or skipped service. It felt unorganized and dismissive, not accommodating.
  
  
  As for your claims about the mats, we were not made aware of any damage at the time, nor were we shown any photos. If damage occurred, it wouldve been professional and fair to raise it before sending a demand after the fact. Your mention of unpaid fees and security footage feels like a retaliation tactic rather than a genuine attempt at resolution.
  
  
  We also take serious issue with your tone around the cameras and police comment. Regardless of your intentions, threatening to call law enforcement on families with small children over party timing is excessive and unprofessional. It made several guests uncomfortable and escalated a situation that could have been handled with ***** and courtesy.
  
  
  Rather than accepting responsibility for your staffs attitude, the rushed services, or lack of proper communication, youve chosen to double down and blame the guests. Thats not the **** of a business that values its customers.
  
  
  We will not be reaching out further. Youve made it clear how little regard you have for client experience.
  
  The place was not clean nor orderly and the worker even assisted in everything. My child a became sick from the place as well. There never any damages. We left that place in a better condition than we received it. People felt extremely violated by being watched and monitored by the cameras and constantly being informed of such acts. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/15/2025

  Ive sent photos to her phone. If she decides not to pay for the damages we can just move on with the legal route. I also submitted photos here. 

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23626087
  
  I am rejecting this response because:

  This individual has demonstrated a consistent pattern of unprofessional behavior and dishonesty. She has repeatedly failed to take accountability for her actions and has shown a clear lack of integrity. Her false claims are misleading and do not reflect the truth of the situation.
  
  No

  
  Sincerely,
  
  ******* M