ComplaintsforThe Big Bounce America
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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased tickets on 3/12/24 for the event on 05/04/24 due to the weather the location was changed and I received an email about the event possibly being cancelled because of the weather is like a refund at this point and no one has contacted me backInitial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order for event this Sunday morning from 10 am until 1 pm. This morning I get an email saying the event was changed to an earlier time that day. This new time does not work for me. I've written them several times and messaged them on ******** and I don't get a response just an automated response saying they will look at it within so many days;. THIS IS UNACCEPTABLE. After writing to them asking for refund, I get an email notifying me they have changed the times of the event and issued me new tickets. I CAN NOT GO AT THE **** THEY SAY FOR ME TO GO. I scheduled the time I wanted to go and not the time they want me to go. I WANT A REFUND BEFORE i FILE A DISPUTE WITH MY CREDIT CARD!!!Initial Complaint
04/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 2 tickets to this experience in *********** for $45 a piece and I purchased 2 pairs of socks for $5 a piece. Upon arrival, I was never given socks and nobody could tell me where to get them. So i paid for socks I just never received. Me and my guest also were given the wrong wrist bands and ended up not getting to see more than the last 3 minutes of the castle dj show, which I believe is supposed to be the main attraction. In addition to that, there was thick mud all over the property, meaning you had to leave your shoes by the entrance and walk through mud just to get back to them. Due to that, me and my guest did not get on 3 of the bounce houses, including the biggest obstacle course one. The ones that we did decide to get on were absolutely FILTHY. They were covered in filth and mud and had trash all throughout them. There were countless bandaids stuck to walls. There were holes in many of them with duct tape residue where they were once duct taped back together I guess. I have photos of all of this.I emailed big bounce all of this and included my photos so we could hopefully come to a resolution. Their response was to offer me free tickets to go to this event the same day they finally emailed me back. Still no word about the money I gave them for products I never received.Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two tickets and the company reschedule the event for another month that we arent able to attend. I filled out a form requesting a refund and the company refuses.Business response
04/17/2024
Thanks for giving us the opportunity to respond to this complaint. I'm afraid that this refund was not processed because the refund form was not filled out by this customer. We had notified customers of the refund deadline as follows. All refund and swap requests must be completed before 9AM CDT, SUNDAY, MARCH 17TH, 2024. Any refunds or swaps received after this date will be denied. We provided a link in this email to directly fill out the form before the deadline passed. I'm afraid this is why the refund was not processed as the form was not completed prior to the deadline.
Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 5 tickets to the event in *******. *** reached out a number of times about a refund due to the fact that we will not be able to make it due to a family emergency that unexpectedly came upon us. I paid $190 for these tickets which was also not the price advertised. I would like a refund being we cant travel the 8 hours (round trip) with medical issues arising. I have yet to get a reply from this company which is very unprofessional.Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On March 16, 2024, an event put on by The Big Bounce America was canceled by The Big Bounce America due to rain. Following the cancellation, The Big Bounce America employed dishonest methods to refuse refunds to ticketholders. Specifically, The Big Bounce America did not disclose their process for requesting refunds until after the deadline they imposed on these requests, and then denied requests on the basis that the ticketholders had not followed the process. At the time of the event cancelation, ticketholder were told to look for an email with instructions for requesting a refund. At 7:45 p.m., ticketholders received an email notifying them that they had been rescheduled for another session on the morning of March 17th. Any ticketholders who prefered a refund were instructed to contact The Big Bounce America via a provided email address. When contacting that address, ticketholders received an automatic response stating that their request had been received and they would receive a response in ***** hours. When I did this process, I eventually received a response at 3:03 p.m. on March 17th. I was instructed to fill out a form linked in that email. However, the deadline to fill out the form was 10 a.m. on March 17th, which was impossible since The Big Bounce America did not response until 3:03 p.m. My refund request was then denied since I did not "comply" with their refund policy, which was not possible to follow.Business response
04/02/2024
Hello,
A refund for Booking #********* (3 tickets for booking ****************************) was processed on 3/26/2024. As this is a debit refund, it can take up to 30 days for the money to be returned to the the account that made the debit purchase.
Thank you,
***
Customer response
04/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Meryn Meth
Initial Complaint
01/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi, still waiting for a reply back to the situation, they just stopped responding even after I emailed couple times more since 11/22 and 12/29. Basically did not get what I paid for as stated on their website. Since I was not next to my children when it happened, it feels like they were taken advantage of by the worker.Hi, I do not know as my son and his friend spoke to the worker at the obstacle course. It was approximately 2:45 PM when they attempted to go in. They came back to me after being turned away. His friend told me that his sister was let in though and they all had the same time wristbands.On 2023-11-08 16:46, The Big Bounce America wrote:Hi *****, I appreciate your patience while we looked into this for you. We have spoken with our on-site team, and none of the team can recall this situation. Could you please tell me who you spoke to? All the best, **** | Customer Experience Supervisor On Wed, 1 Nov at 4:45 PM , Wl2 <******************> wrote: Hi, checking in on this question On Oct 29, 2023, at 4:23PM, ****************** wrote: Hi, I have a question about the attractions. My sons attempted to go into the obstacle course about 2:45 PM but was told they could not go in because they did not have the right color wristband but as far as I can tell it was the Big Bounce house was timed event? Please advise. Thank you.On Oct 21, 2023, at 12:48PM, The Big Bounce America <******************************************> wrote: Hi there,?Thanks for your email! I have rebooked your session to October 29th at 12pm. You should receive a confirmation to your email. Please check all spam/junk folders.We look forward to seeing you! Many thanks,**** | Customer Experience Representative Booking # *********Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 9/16/23 I went to The Big Bounce America for their two-hour session here in **********. Within two minutes on an obstacle course, I slid down the last slide, got turned around, and violently landed on my right ankle. Because I couldnt walk, my girlfriend then had to drag me out of the blow up. She fetched one of their on-site medics who proceeded to give me an ankle wrap and two ibuprofens. I rested and thought it was fine and lightly continued to jump. The next couple of weeks, I thought it would heal on its own but it progressively became worse. I eventually went to the doctors where I was given an X-ray and then an MRI. I was put in a medical boot for a little over a month and am now in physical therapy. The financial and physical toll this has taken on me in the past 3 months has been huge. I have spent over $1,000 out-of-pocket for everything mentioned & am still paying off my PT. I have attached a few receipts but have several more if needed.Initial Complaint
11/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This is in regards to a session that was rescheduled for Saturday between 3-6pm. The company cancelled my session and rebooked to a ****pm which works for the company but not for the group. This session is $290. It seems rather pointless to offer session times if they are going to rebook at their own convenience and force people into those time slots that work for the company. The company needs to offer a refund when they cancel a service. The contact form also says replies will come in ***** hours and I have been trying to get this resolved for a few days. I would like a refund please - this makes me way to nervous to book a party when it's really hard to get ahold of customer service for some sort of resolution! Booking #*********Business response
11/03/2023
Hi there, Thank you for giving us the opportunity to respond. I was able to locate this booking and I can see that a refund has been issued in full due to the event location change. The refund is currently still processing but please allow up to 30 days from the date it was issued for the funds to land in your account. Thank you for your patience and we hope to see you at a future event.Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased tickets from Big Bounce America as ALL of their ads noted that the event was in ************. Once I received my tickets, it said that the event was in **********! Even their "contact **" page on their website lists the location as ************. I do not live near ********** and would not have purchased had the marketing ads been clear. It was incredibly misleading!! In addition, they moved my time slot! Their website clearly states "we recommend checking your calendar and selecting the date AND TIME of your visit carefully" - when I tried contacting them multiple times, I get NO response. I want a refund!Business response
10/25/2023
Thanks for giving us the opportunity to respond. This booking has been refunded in full. Please allow **** business days for the funds to land in your account. We hope to see you next time!Customer response
10/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
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Customer Complaints Summary
62 total complaints in the last 3 years.
22 complaints closed in the last 12 months.