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Business Profile

Family Entertainment

Sky Zone Trampoline Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Product Issues
    Status:
    Answered
    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.
    I have sent a email to cancel the membership on October 2nd, they ignored that and charged me on October 16th and then November 2nd. Talked to the manager and he will only refund November because they just received the cancellation that's was resent on November 1st. I would like the October charge to be refunded since I didn't use the service for months including October.

    Business Response

    Date: 11/12/2024

    Customer was refunded for the November payment, but not October Payment. Customer requested cancellation on their billing date which is Oct. 2nd 2024. All Members must cancel 5 days prior to the billing date, per agreement signed by guest and per the cancellation request form. The Guest payment was originally declined on the 2nd of October. Which prompted the system to attempt to charge card on file 3 more times, which is why her the charge is for Oct. 16th. Please see attachment.

  • Initial Complaint

    Date:03/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On March 23,2024, my wife and I held our son a surprise 10th birthday party which was completely ruined. A staff member *** over booked party rooms. Therefore our sons party was placed in a dirty, filthy small closet. Not even a party room. My wife and was actually cleaning this room when our guests arrived. Even the guest tried to help us. Skyzones staff did nothing. My son cried that his party was ruined. We have videos of the closet we were placed in. Which looks nothing like the party rooms. Weve never been so embarrassed. To actually have party guests help clean up before a party. Being retired military and with five children, weve held birthday parties all over the country. Skyzone has been the worst. Our son will never turn 10 years old again. We paid for a service we didnt receive. We spoke to a manager that agreed it was the staff error for over booking. But nothing was done! ******* clearly didnt care they ruined our sons 10 th birthday party.

    Business Response

    Date: 03/31/2024

    The guest was accommodated with a discount on her full balance which was $269.43. Her discount was 10% and the issue was resolved the day of the party. The guest party room was one of our biggest party rooms and no where near a closet. The issue with this guest were people who were not part of her group checked into her reservation, once we were made aware the extra guest were removed. They also received at least 15 additional passes to come back at a later date which are valued at $11 per pass. Upon exit of the facility, the guest seemed happy with resolution. This is also the same complaint from a previous entry, by the same person.

  • Initial Complaint

    Date:03/30/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Our sons 10 th birthday party was completely ruined due to staff over booked the party room. We paid for a party room and was actually placed in a filthy dirty closet. We complained to staff and nothing was done.

    Business Response

    Date: 03/31/2024

    The guest was accommodated with a discount on her full balance which was $269.43. Her discount was 10% and the issue was resolved the day of the party. The guest party room was one of our biggest party rooms and no where near a closet. The issue with this guest were people who were not part of her group checked into her reservation, once we were made aware the extra guest were removed. They also received at least 15 additional passes to come back at a later date which are valued at $11 per pass. Upon exit of the facility, the guest seemed happy with resolution.

    Customer Answer

    Date: 04/05/2024

     
    Complaint: 21508085

    I am rejecting this response because:

    Sincerely,

    *******************************

    Business Response

    Date: 04/08/2024

    Guest received more than adequate compensation for party. In guest response to original entry, they did not verify as to why they are rejecting the response. ***** received everything that party entailed, and was compensated with percentage off party package and several complementary passes that were valued at $11 per pass.

  • Initial Complaint

    Date:09/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    *ook my son to glow night 9/16. He he wanted an order of curly fries with cheese, which just happened to be what the customer directly in front of me ordered. *his was at 8:58pm. When I got to the line the young man said hes no longer serving hot food. Now my issue with this was this young man was on his cell phone my entirety of time in line and While standing directly in-front of me. Had he serviced the customers instead of the latter I would have made the cut off if it was at 9pm. I thought the fact that that he was on his phone should be addressed because it obviously impedes service . Why did I ever think I was going to get a resolution. I spoke with Mrs * and she brushed me off and disappeared to the back after asking me to wait a minute. I understand this shift had nothing but teenagers working but does that excuse the lack of customer service? I paid my money for a good time not to have my concerns disregarded. I honestly feel like I was mistaken for someones teenage sister as I look young but I assure you I am a seasoned adult. I sure had to turn to the BBB in order to have my issues addressed and addressed appropriately .*he lack of professionalism at this establishment I experienced this night is enough for me to never bring my business here again. *his is absolutely ridiculous and this facility definitely needs to address service recovery or else theyll Continue to lose business . Hopefully this complaint will be resolved in a fitting manner because this night the manager made the whole establishment look bad. Cheers to manager *.

    Business Response

    Date: 09/17/2023

    We sincerely apologize for the experience that was provided to you and your child during your visit. We have made sure to address all employees involved and will make sure this is not a recurring issue. We appreciate you allowing us the opportunity to resolve your concerns and hope to see you again using your free glow night passes!

  • Initial Complaint

    Date:07/23/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Im actually an employee and its horrible management here. The manager *************************, she is extremely mean and disrespectful. She talks down on us & try to make up for it the next. She always comes to work with an attitude which is very unprofessional and I can assure you that it isn't just me that feels like this. Most of the team members feel like this, but just doesn't know how to approach the situation. Do what you will with the information but please do something about this.

Sky Zone Trampoline Park is NOT a BBB Accredited Business.

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