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Business Profile

Trampolines

Sky Zone Vernon Hills

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints 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:01/07/2025

    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.
    On 11/15 my daughter was at a birthday party at sky zone. She claims the zip line suddenly stopped, threw her off and there was nothing to protect her fall. She fractured her arm in two places and dislocated her elbow. She required surgery and pins. This was very traumatic for her and expensive for us. I attempted to contact sky zone in several occasions to inquire about what happened. My kids have gone before and there were never issues with the zip line. I never heard back from anyone. This is a horrible place that doesnt care when kids get severely injured

  • Initial Complaint

    Date:05/08/2024

    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.
    I canceled my membership and the company charged my credit. I would like for them to refund me. I sent all the information to the district manager and still have not received a refund.

  • Initial Complaint

    Date:02/10/2024

    Type:Product 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.
    I signed up for memberships for my 2 children at the location, there was no formal printed contract. It was very much sign up and go. After my first month I realized, the location was unkept and short staffed, i attempted to call and get in contact with an actual person but kept getting a voicemail that to this date my calls havent been returned. I was able to speak to a team member at the end of November, he assured me he had cancelled the memberships. December-February came, and i was charged. again i attempted to leave the voicemails, i attempted to get a person to answer and nothing. I filled out the contact us form online and was never reached back. Finally it occurred to me that of course they will have a person answer if i want to schedule a party - and of course i was finally greeted by an actual human! she made me aware that all their office staff is remote with the exception of those who work on site (managers and staff members) she also stated i had to get the form emailed to me, and i would have to complete it and email it back. i completed my portion, and yet i was still charged for February. she mentioned she "thinks" i wouldnt be charged but "thinks" i would be refunded for previous months as this is an ongoing issue. after completing the form i received an email stating it took 3 business days to be reviewed - i responded asking/begging for my refunds for months prior as we had not returned since end of november when the on site member told me it was "cancelled". i recieved an email from "****** c" who was not interested in hearing anything i had to say - he told me i had no possible refunds and basically that i was to blame because of the misunderstanding. ****** stated the only thing that could be offered was my charged 3 months to be "credited" for membership. totally unprofessional and he stated they do not have access to speak to their customers via phone. this process was just rude and outdated also the location is dirty and not maintained.

  • Initial Complaint

    Date:02/02/2024

    Type:Product 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.
    on December 26, 2023 purchased a monthly subscription to the facility. Attempted to cancel the subscription on January 18, 2024 before the cancellation date. Attempted to cancel by calling the store and speaking with a staff member. Staff member said they would forward request to the manager and I should receive a confirmation email. No email was received and I was charged the next month for another month of membership. Called again and spoke with a different staff member who assured me that they would process my cancellation and I would receive another email within three business days. After three hours I received an email denying my request. reply to the email again and spoke with the manager who said that I could receive a free month of membership. I did not ask for this and just want my money back. I was never informed directly during the cancellation period time, and after speaking with two staff members that I needed to cancel through the website. I consider this to be fraud and deception.

Sky Zone Vernon Hills is NOT a BBB Accredited Business.

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