ComplaintsforDEFY

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 25th 2023 My 16 year old son entered Defy in ******** ** using a waiver that he signed for. On Defy's website an adult must sign the waiver releasing Defy of any Liabilities for injury to parents or minors or even death. My son ****** *** signed the online waiver ( which was not checked by Defy) entered Defy in ******** ** and ended up being injured. I called Defy and explained I had to take my son to the dr because we thought he had broke his arm . Defy said there was nothing they could do since ****** signed the waiver. I asked if anyone checked to see if ****** was in fact 18 since the waiver was signed using his name. The associates at the check check-in did not request to see an ID. ****** does not look 23 years old.. which is the age he used to sign the waiver. I feel that Defy did not do Due Diligence by checking the age with ID when ****** checked in. This is what is stated before signing their online waiver. "You MUST be 18 years old or older to sign your own waiver. You MUST be the Parent or Legal Guardian to sign for a minor (under age 18) We reserve the right to review your license and/or other forms of ID to verify identity and age." I feel that Defy should be responsible for the medical that I had to pay out of pocket for my son. I think that Defy should update their online waiver since it may protect them from liability but is open to kids to slip past the policy to enter on their own. What if he had broke his neck or had died by some freak accident?

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My account was frozen in April 2022, I received an email stating that my account was re-activated and I would be billed $26.50 on 5/31. When I went into my account online and attempted to pause it again I discovered that Defy had charged me 3 days early on 5/28. I contacted the company and told them I wanted my account to remain paused and requested a refund. The manager contacted membership services and requested a refund on my behalf. I have had to reach out to the company 2 more times with no luck in getting a refund. They are now trying to say that my membership was active from 5/28-6/27 despite me informing them several times that it should remain paused. We have not used the services and are entitled to a refund. Instead of getting a refund I get continued questions on why I want a refund on an active membership and have now submitted documentation to the company multiple times showing they charged me 3 days earlier than they stated that they would.

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