ComplaintsforRebounderz

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint against Rebounderz Trampoline Park concerning a recent incident where my children were unjustly denied entry.I hold a subscription for Rebounderz and have been utilizing their services without any issues for an extended period. On [specific date], I dropped my children off at Rebounderz as I have done multiple times before. Despite following all the established rules and guidelines, my children were denied access to the park without any valid explanation.This situation is both disappointing and frustrating as it has caused inconvenience and distress for my family. I request an investigation into this matter and a satisfactory resolution.Thank you for your attention to this matter.

  Business response

  07/22/2024

  Because of the robust nature of our Point of Sale System, we have the ability to add notes to guest profiles should the need arise. Those notes may include misbehavior of children in the past, fraudulent entry attempts (when trying to use someone else's membership), special need(s) accommodation(s), etc.. 

  This family and their children were not "denied entry" as so claimed in their communication with the BBB. They were; however, advised that in order to gain entry to the facility, we needed the parent of the children to present their ID to verify the information we had on file was correct (as is the practice for ALL patrons for ALL visits). Additionally, there were notes in the Point of Sale System noting to the cashier that prior visits by the children of ************************ resulted in attempted inaccurate representations of the names and identities of some of the children associated with **************************** membership as some children were essentially attempting to "act" like they were someone they were not, in order to circumvent paying the non-member admission fee. 

  ************************ and his children, as are all patrons, are permitted to come to Rebounderz and were never refused. They will; however, be required to show a valid ID at check in (as all patrons are required to do). Should they refuse to provide ID, we are unable to serve them. That same requirement (ID's) applies to all customers; and, the same outcome (our inability to process transactions / admissions) also applies to all customers should they not have a valid form of ID. 

  Finally, no one from **************************** party, including ************************ himself, reached out to Rebounderz Management to attempt to resolve this matter without the nefarious involvement of the BBB. Should they wish to reach out to us directly, we encourage them to do so. 

  Customer response

  07/22/2024

  I reject there response :Complaint Regarding Membership Denial at Rebounderz
  
  To Whom It May ***************** am writing to formally lodge a complaint against Rebounderz for failing to honor the terms of my membership, which resulted in an unacceptable situation for my children.
  
  my children were denied entry to the Rebounderz facility despite holding valid memberships that are paid monthly. I had informed the staff that school was out and I did not have school IDs for all my children. Despite this explanation, my children were denied access and were forced to wait in a crowded mall unsupervised, which I find completely unacceptable and unsafe.They could take pictures at entry so this doesnt happen to others its careless on there part.
  As a paying member, I expect Rebounderz to honor the membership agreement and provide access to the facility for my children. This incident indicates a failure on Rebounderz's part to adhere to its own policies and to provide the level of service that I have consistently paid for.
  
  I am highly disappointed with this experience and do not see the need to reach out to Rebounderz directly again, given their previous refusal to honor our memberships.
  
  I request that the Better Business Bureau address this issue and help ensure that Rebounderz reviews and improves their policies and customer service practices to prevent such incidents in the future.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******

  Business response

  07/23/2024

  We do not seek the **'s of children; rather, the ** associated with the parent on the account - which is for the safety of the children. The membership is still active and admission is still granted to the active members. Additionally, we would never advise a minor to wait unaccompanied for their parent; however, we also do not bear the burden of, for lack of a better term, "baby sitting" should an adult drop minors off in an unaccompanied publicly accessible shopping mall. 

   

  The membership is still active, this customer is still making payments, and our policies were not only unchanged during their recent visit; but, enforced to the same degree and standard as all other patrons. Though this customer exclaims they wish to never return, that is a decision they are making without encouragement from Rebounderz. In contrast, we still encourage the customer to reach out to us directly and we would be more than willing to review their account, listen to their concerns, and work to ensure their next visit is less chaotic and more enjoyable. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like a refund. I purchased two memberships for my children. During our visit my son had been bullied by three teenage boys. He was in the center trampoline area on the left next to the Ninja courses. He was targeted and repeatedly hit with ***** in the back of the head, face, stomach, and groin while employees looked on. When my son notified one employee of how hard the ball was being thrown at him, she replied that that was "just how he threw the ball". When my son spoke with another employee, he approached the boys, asked their names, and simply walked away with a smile doing nothing to stop the situation. These three teenagers continued making it difficult for my son to stand up and exit the structure. He hurt his right hand and has scrapes on his arm from trying to stand while being hit. When he started crying because of this abuse they started to call him "gay" and say other offensive things as employees looked on. His hand is bruised and thumb is swollen. I took him *********** the following morning. I called as soon as we arrived home and asked to speak with a manager. I was placed on hold and a female employee answered saying a manager was not available. By my son's perception, they seemed amused at this display of bullying and aggression toward my child by older children. I am deeply disappointed that adults would witness this behavior and allow it to continue. My son is devastated by this incident. The first evening we were there they allowed a baby to be crawling around in this same structure while significantly older children bounced all around him. They should not be in a position to observe and referee the activities at Rebounderz as they do not follow through on their responsibilities. They did not stop other children from assaulting my son with their equipment, harassing him, and refused a refund. My membership cancellation without a penalty was all they would do.

  Business response

  03/04/2024

  This consumers description of events is inaccurate and, in our opinion, misleading. This customer signed up for a ******** membership which affords her included members (both of her children) the ability to utilize our facility each and every single day it's open without having to pay for daily admission. This consumer initially signed up for this membership the day prior to the incidents she describes in her complaint. Not only does this membership stipulate very specific terms regarding any early cancelation, it specifically notes that early cancellation may require all remaining amounts owed under the agreement as well as early cancelation fees to be paid. After this consumer advised the staff on site of her concerns (though she did so over the phone after her children left the facility), the manager on duty apologized for the inconvenience and specifically spoke to the staff on the attraction. After speaking with staff on site, reviewing camera footage, and speaking with the other customers this consumer alleges were involved, the Manager on Duty understood the complaint being brought to their attention was, in our opinion, grossly mischaracterized and explained to us in a hyperbolic manner. While the "heat of the moment" during the initial communication from this consumer certainly can explain the dramatized depiction of their understanding of the situation, the reality of the situation is that this consumers' son went into one of our arenas, which was appropriately staffed and monitored, and engaged in a regulated game of dodgeball. As is made abundantly clear through the multiple signs posted at the entry and throughout the arena, engaging in a game of dodgeball is done at each participants own risk and specifically notes some of the more "obvious" concerns regarding the game. 

  The staff member on the attraction was informed by the participating minor of their concerns and advised the other children to remain polite, respectful, and sportsman-like. The insinuation that this child was endlessly bullied by other customers is not only 1) inaccurate based on our investigation; but, 2) outside of the scope of our reasonable capabilities to patrol when such allegation is not brought to our attention in an immediate manner or fashion. As we were informed of the dissatisfaction of this consumer following her second visit, this customer demanded a refund. Because of the binding terms of our sales policy, because the footage of the incident didn't depict the same interaction as was described by the consumer; and, because the children had already redeemed the membership not only once; but, twice since they signed up (just the day prior), the decision to offer a refund was denied; however, out of good faith and effort, and in accordance with us being a reasonable and understanding business, we voluntarily, and without obligation but for good business practices, terminated this consumers membership agreement without charging any additional fees, early cancellation amounts, nor any outstanding balances owed to us under the terms of the agreement. 

  In addition to the above, this consumer left an exceptionally "over-the-top" review, which she has every right to do, online. Given the recurring attempt to be issued a refund, we are willing to issue double the value in store credit / passes back to this consumer should she wish to visit again. Given her first of two visits went very well and she enjoyed the benefits and offerings of our facility, and because we voluntarily released her of her Membership Agreement, we feel this is a more than reasonable offering. 

  She is welcome to email me (Corporate General Manager) directly at ***********************************. 

  Customer response

  03/04/2024

  I am rejecting this response because:

  They can afford a refund as compensation for what my son experienced. My review is not over the top and it's unfortunate they consider it more so than the behavior of their employees and other customers. 

  
  

  Business response

  03/05/2024

  Its inappropriate for the customer to assume what the business can or cannot afford. If we issued a refund for this complaint, which I have explained at ad nauseam is being portrayed in a hyperbolic manner and did not occur even remotely close to the way this customer claims it did, this could very quickly turn into a number of inaccurate complaints being levied against us in order to receive refunds for services that were in fact rendered in-line with our offerings. We already voluntarily and out of good faith and effort forgave her entire contractually obligated membership balance ($373.78) as well as early cancellation fees ($39.98). Moreover, we've offered $119.94 in store credit for her to use as she wishes. This customer used her membership 2 times within the 48 hours she had it. Services were rendered as advertised and promised, her demand for a refund is denied.The offer for passes still stands - she is welcome to email me at ***********************************. 

  Customer response

  03/05/2024

  I am rejecting this response because:

  I don't expect refund at this point as it's obvious they are not going to provide one.

  I don't have to like or accept their same explanation of what a deal I received. We just won't be returning to their business and not recommending it to others. 

  
  

  Business response

  03/05/2024

  If the customer changes her mind, she is more than welcome to reach out to me for the more than double value in passes at ******************************** I am sorry she didn't enjoy her experience and hope to be able to serve her, her family, and her friends again soon!

  Customer response

  03/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Appreciate this response. 

  
  

*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. ↩