ComplaintsforSky Zone North Fort Myers

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 21, 2023 I took my four grand children to Sky ***** The lady behind the desk told me that if I wanted to pay five dollars extra that the kids could come back (within the month) and jump for free. I asked what was the end date and she replied May 21, 2023. I thought that sounded like a good deal and so I said yes. Two of my grandchildren live in *******, but the other two did come back within the month to take advantage of the free extra day that we were offered. My daughter then asked how long the free jumping time extended until and another employee confirmed May 21. I recently found that Sky **** has been charging me $110.72 each month for the last 3 months. (I havent been checking my credit card statement closely as Ive been caring for my husband who is in hospice which is why I just noticed this.) When I contacted *******, they told me that we have membership agreement on file approving the reoccurring charges, and are unable to issue a refund. I told them I never signed for anything and was never told that I was being signed up for a reoccurring payment. They sent me a copy of this alleged agreement which is not signed and doesnt even have my name on it. It states the booking holder agrees to be charged $110.72 every month and then shows my daughters name. Neither of us were ever shown this or made known of ANY reoccurring charges.They offered to give a credit of 3 extra months which I do not want since 2 of my grandchildren don't even live in *******. This is an absolutely unethical and illegal way to attempt to up sell and I will settle for nothing less than my account being refunded. I never agreed to these charges.

  Business response

  09/18/2023

  We sent over all  the information to the membership team they are the one that gave the guest the information regarding her membership and the agreement for the reoccurring payment links are sent to every guest phones during the membership process 

  Customer response

  09/19/2023

   
  Complaint: 20467602
  
  I am rejecting this response because:
  I did not sign this agreement nor did I ever approve reoccurring charges to my credit card. I never received phone messages regarding this matter from the company. Furthermore, the name listed on this paper is incorrect. 
  I ONLY verbally approved to pay $5 extra for one month. Never did I approve any monthly charges. 
  Sincerely,
  
  ***************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before Defy became Skyzone, we held a monthly family membership. Somewhere along the lines, our account got mixed up and were being charged two different times. We spoke to someone and thought the issue was fixed. Later, we come in and theres totally different names, of people we do not know on our accounts. Weve emailed the general manager with no response. The counter employees can do but so much. We come here about every Sunday and its always something new. Today, unknowingly, we now only have one account with three of my kids and now *************** is terminated. Again, can not reach the ** or any resolution other than to pay for the daily passes for ALL to jump. I have put in a few to cancel that membership as suggested by ******** so that we can start fresh. I need communication from someone other than the ** we can never reach

  Business response

  05/22/2023

  Responded directly to guest in person ands by phone. This is not a in store easy solve. Contacted Membership team, correct membership team for a resolve.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my son's 6th birthday party at Skyzone located at **** **********. North Fort Myers, **. ***** on 3/10/23. I paid $400 for a GLOW party at 8pm. The website states all jumpers will receive a special GLOW t-shirt and 2 hours jump time along with 2 pizzas and drinks when time to sing Happy Birthday. Upon arrival I was told they only have XL size shirts (I declined as the 3 kids I had with me were 6 years old and two 8 year olds). I was not offered any other shirts. In order to even have a party here, you HAVE to pay for 10 kids (jumpers), which I did. I invited my son's friends from class as he is in kindergarden and this is his first birthday where he can invite "friends" to come celebrate with him. No one came. Our party host, ******, asked me at 8:30 if anyone else was going to come and I told her "I don't know". She said well we can bring in one pizza instead of 2 (considering I paid $400 I wanted 2 pizzas but nope they only brought one). When it was time to go to the room for the food, I asked about a refund for the 7 jumpers that didn't show. I was told I would have to speak to the ** on Monday (3/13/23) morning as it is out of their hands. I was told this from Anadis AND the manager on duty that night, When I brought up the fact that we didn't get the special shirts I paid for and we were just jipped an entire pizza I paid for, ****** and the manager stood there and didn't know what to say so I said never mind, I'll bring this up to the ** on Monday. When I called on 3/13/23, instead of the ** I requested to speak to getting on the phone, **** was given my call. She was EXTREMELY polite and said she would do everything in her power to get me a refund on the 7 jumpers. I literally cried as a single mother, throwing out $266 is A LOT of money. I called back after a few hours and **** told me her ** ********* approved my request of the refund of $266. I told her which card to put it on and that was it. I checked my bank on 3/14 & 3/15 for the refund. nothing

  Business response

  05/22/2023

  Did speak with guest and sent all of information to our membership team. Our policy was followed by team members.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I held a family membership with this company for 3 months straight over the spring/summer but then cancelled my membership. The company continued to charge my credit card for 2 months following the cancellation and would not cancel the membership or refund me for the 2 months I was charged. I called relentlessly and emailed for a month straight and could not get through to anyone and would not get a reply. Finally, I submitted a negative Google review and this was the ONLY way I was able to get a manager to contact me. They refunded me $51.12 for one month of changes but still, months later, have not refunded me $51.12 for the second month I was incorrectly charged. I have spoken to management via email continually for months now and they simply do not refund me or resolve this problem. My membership has been cancelled but I need my refund. This company is pretty much impossible to get through to and they never answer their phones. They owe me $51.12.

  Customer response

  12/17/2021

  The company has not been in contact with me since September and refuses to respond to my phone calls or emails. I have not been issued my second refund. The company simply ignores me and disregards my correspondence.

  Business response

  05/22/2023

  This guest information was sent to  our Membership team and was handled.

  Customer response

  05/23/2023

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

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