ComplaintsforRebounderz

• Initial Complaint

  07/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for memberships for my two children ages 2 and 4 on 11/12/22. I used Apple Pay as the method of payment. 1. The associate signed my kids up for an ULTIMATE membership. They are too young and too short to be allowed to do any of the activities included in the ULTIMATE package. The company is selling memberships and then not providing the services of that level of membership with age restrictions.2. My membership did not bill the second month -- presumably due to Apple Pay. I went to the location and provided a credit card. The membership for ONE child was changed to BASIC and started billing monthly.The associate apparently did not update the membership for the second child at that time.I went to the location on 12/31/22 and again on 1/8/23 and stood at the front on each occasion for a manager to correct my second child's account. I was told 20 minutes, then ***** more minutes, then we'll come and find you, then the manager is not available --- just stop by the next time you're here.3. My husband was next at the location with our youngest son on 7/2/23. He was again charged for the ULTIMATE membership. The associate refunded the charge and adjusted to BASIC but also charged another $10 reactivation fee "because it has been more than 14 months" -- the membership was initiated in November and we attempted multiple times to correct in December and January -- all of this was less than 14 months ago.I would like the $10 overcharge refunded.4. REBOUNDERZ apparently kept my kids signed up for TWO memberships -- ULTIMATE and BASIC. I was being charged monthly and then they sent my account to collections!!! I called REBOUNDERZ on 7/8/23 and left a message -- no one called me back.I went to REBOUNDERZ and spoke with the manager, ******* on 7/13/23 -- she could see I was being billed for two memberships but told me only "corporate" can correct this. Meanwhile no notices or information ever provides contact information for "corporate".

  Business response

  07/25/2023

  To whom it may concern:

  I personally received an email from *************** stating - 

  Hello,
  I recently received a collections notice from FCR Debt Collectors for the total annual cost of TWO Ultimate Memberships for my children despite paying monthly for a BASIC membership.
  I was at the center in ********** and was told that both of my kids have two active memberships -- one is billing to my credit card and the other was sent to collections. I was also told they could not remove the second membership or fix this at the local center --- I spoke with the Manager, ***************
  I need this fixed ASAP. I need overcharges credited back to my account (a second enrollment charge was done on 7/2/23).
  The other issue is that my 2 and (then) 4 year old were signed up on an ULTIMATE membership. This is criminal. All of the extras that are part of the Ultimate Membership have age and height restrictions that are not provided when signing up for memberships. Your company should NOT be selling services that you are not providing to kids based upon age.
  
  *************** Benji Onne 5-24-2018
  Apparently has an Ultimate and a Basic Membership.
  He should have BASIC ONLY. This has been charging to my credit card monthly.
  Remove all charges for ULTIMATE and contact FCR to remove any collections to me.
  2. ************ ******************* 11-21-2020
  Should be BASIC only. 
  ******************, he has two ULTIMATE (??) Memberships.
  On 7/3/23 my husband was charged an additional enrollment fee of $10 -- please refund. He was told it had been more than 14 months since the account was active. NOT TRUE. I signed up on 11/12/22 -- roughly 8 months ago. I had also been at the location multiple times to get our membership fixed and apparently no one at the local center is capable of resolving problems.  Finally told on 7/10/23 -- after 8 months of trying to get account corrected -- that I had to contact "corporate".

  I/Corporate had no knowledge of this until I received the above email, to which I took immediate action!  Please see the email responding to *************** - On July 13th I wrote

  ************************;<*********************************> Thu, Jul 13, 2:17?PM (12 days ago)
  to kellygrady3
  
  Hello *****,
  I have removed you from collections and your boys only have the basic
  membership.
  One under **** and one under you.
  Best regards,
  
  --
  *************************
  Executive Assistant
  Rebounderz Adventure Parks
  Email: *********************************
  Office: **************

  Following my email Mrs. ***** responded with the following email - 

  
  ********************* Jul 15, 2023, 3:37?AM (10 days ago)
  to me
  
  Thank you, *************
  My apologies. I'm just seeing this email now.
  For ******* -- my husband was charged a second enrollment fee this month. Could you please refund the $10 or credit it to our account?
  
  
  ************
  *******************
  11-21-2020

  All of *************** requests have been completed, she is not in collections, her memberships have been adjusted to her requested standards, and a pass has been mailed out to her residence well over the monetary value of $10 as a credit on her account.  I am at a loss as to why *************** has filed a complaint after all of this was reviewed and handled in her favor?  My only thoughts are she filed the complaint and then viewed my email as her response was sent to me the same day she filed with you.  Please close this complaint as it is now a false complaint.  I have attached screen shots showing her membership as well as the zero balance in collections.

  Best regards,

  Customer response

  08/01/2023

   
  Complaint: 20325381
  
  I am rejecting this response because:

  While I appreciate that my account has been corrected, it took multiple phone calls, in person visits and emails to get my account to be billed accurately and in good standing. Literally after going to the desk on 4 different occasions AT the business, I was finally told all adjustments had to be done through corporate and was given an email address. WHY should I have to call multiple times, stand and wait for managers for hours on end and return FOUR times to be told a simple bit of info. In fact, this should have been in the initial message to me back in November when I was trying to correct the form of payment. ACCURATE CONTACT INFORMATION COULD HAVE SAVED HOURS OF MY LIFE. Not to mention I could have been spending time with my children at REBOUNDERZ rather than standing at a desk waiting.

  The FIRST concern I have about REBOUNDERZ is that they are signing young children up for "Ultimate" memberships, yet they are unable to use any of the ULTIMATE benefits due to age and height restrictions; this is a criminal business practice.

  My SECOND concern is that I was paying a monthly fee yet being billed for TWO memberships simultaneously for EACH of my children. Again, double billing is a poor business practice. Given that this happened to me twice and sent my account to collections.

  I filed this complaint because your business practices need to be adjusted so this doesn't continue to happen to other people. I am disabled. I work full time and have limited time where I am functional to spend with my children. I do not want to waste my time trying to figure out how to navigate your business and who I'm supposed to email to get my account corrected.

  Please be respectful of your customers and their time by training your staff with proper information; make the billing and contact information accessible and stop selling services that cannot be used by all customers.

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

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