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:06/24/2025

  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.

  This location charges extra for the trampoline but doesn't post it. I purchased a 3 month pass from the manager ****** and then paid $33.00 for a pizza that tasted like cardboard. So after spending more money for the trampoline the manager ****** kept locking up the trampoline so I asked her why and was told they were short staffed. I was speaking to another Grandmother there that I knew from years ago and shortly after ****** came over with her zipper down on her pants and no underwear and told us we needed to leave because we were speaking to other customers. We told her we would if she refunded our money but she refused then she called the Police and has us trespassed. Also there was NO ONE checking children/adults as they left. The other employees were happy to give us ******'s name and the corporate office to file a complaint and said she was difficult to work for. Also on her ******** account she publicly parades the fact that she just got out of prison and had multiple pictures of her smoking weed. Not who most parents want around their children!

  Business Response

  Date: 06/25/2025

  Thank you for reaching out. We apologize for any inconvenience you experienced during your visit.
  Your concerns have been forwarded to our ************************** for further review. In the meantime, weve processed refunds for the receipts we were able to locate:
  $62.98 for a Fun Pass
  $28.83 for a food and drink purchase
  $6.51 for an additional food purchase
  Please allow ************************************************ your account. Additionally, the charge for the trampoline activity was voided at the location and is not reflected on your final payment.
  We appreciate you bringing this matter to our attention.
  Best regards,
  
  
  Brittany 
  Guest Relations
  CEC Entertainment
  *************************************************************************************************
  phone: **************

  Customer Answer

  Date: 06/26/2025

  I am glad you took some responsibility for your employees behavior however it does NOT negate the fact that you traumatized a 6 year old little girl. My granddaughter is now AFRAID of going to Chuck E Cheese and of the Police. It does NOT excuse or answer any of the concerns we have and still have. Why are you employing felons to manage your business. Why are you locking the trampoline area when we pay to play? Why are your prices or exemptions clearly not listed? Why was No One monitoring the gate and looking at the black light stamps on childrens and parents arms to make sure they match? Why are you ignore the monetary dollar amount I asked for so I can seek counseling for my granddaughter?

  Business Response

  Date: 06/27/2025

  The ********* is investigating the incident and will circle back once the investigation is completed.