Complaints

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.

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchased a membership to ******* on Urton Lane in Louisville Kentucky in early November 2024. Later that month, I attempted to cancel my membership. Account cancellation appears to be purposefully obtuse. There is no interface to cancel through their membership portal, account management, or anywhere else that I could find. The only way I found how to do it was through ******** how to cancel my account and finding a direct link to a cancellation form. The form says after you submit, your request will be processed in 1-2 business days. I never heard back. Only months later did I realize they've continued to charge me, and didn't cancel my account. I contacted online support through their chat system, and they were helpful in cancelling my account. The would not refund me or discuss their cancellation system. I believe they are purposefully making it difficult to cancel an account to continue to charge people.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 June 21/22, I bought a one-month membership for my grandsons at Defy trampoline park $42.38. My grandsons were returning to their home in FL on 7/22, so the expiration of 7/22 that was stated on all the digital documents was perfect. However, when I saw my bank statement on Aug 9, I saw another $42.38 had been charged to my debit card 7/24/23 from Defy with “recurring payment” description. I had to try to call numerous times before I was able to even leave a message. I left multiple messages with no call back. Finally got through to a human and they say they can’t help me and can’t refund because the “documents” I signed indicated it was a recurring membership if not canceled. When you are signing up, there are loud kids, loud music, lines of kids waiting to get in etc and there is not time to read every word of the DIGITAL documents (no paper!). so, I am being charged for a month I haven’t used and can’t use since my grandsons live in FL and won’t be back until next summer. I am a 68 year old grandmother with osteoporosis; I won’t be jumping on trampolines! In my opinion, they just rely on the lack of time to read everything and know that some people won’t even notice the charge. as soon as my bank statement was available, I found the issue. if the person who signed me up I. June told me I had to cancel before expiration, I did NOT hear him. But again, it is a loud environment and difficult to hear what they are saying, especially for an “older” patron.

• Initial Complaint

  Date:05/09/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  1) Date of the transaction: January 4, 2022 2) Amount of $ you paid the business: $276.10 3) What the business committed to provide: -unlimited flight time on weekdays -two hours of flight time on Saturday and Sunday -Access to members-only events -Merchandise discounts -Birthday party discounts -"And much more" Information can be found on their website at ********************************* 4) Nature of the dispute: The franchise is not maintaining stated hours, answering phones or questions, or providing explanations for why they are failing to fulfill their duties. The bathrooms do not have toilet paper or paper towels and the trash cans are usually overflowing. There is random trash around the facility. The workers are inattentive and unfriendly. There is usually at least one attraction that is closed. The facility has been closed at random hours over the past month without explanation. My ******* and ******** showed up just after 10am on a Tuesday (about three weeks ago) to find several parents and children waiting outside. After knocking on the door, a worker poked his head out, said "we're cleaning," and promptly closed the door. My ******* knocked again, a 2nd worker came over and said "I'm sorry, they are still cleaning so we are unable to open yet. We purchased this membership because my ******* and ***** could attend in the morning on his day off (Tuesday). They cannot attend if the location is not open. No explanation or apologies have been offered and corporate has not replied. I emailed them two weeks ago on April 19th and again on May 3rd and have yet to hear back. 5) Corporate is unresponsive to emails and there is no phone number to call. The phones at the franchise are not answered nor is the voicemail capable of receiving messages (it has been full every time my ******* has called). Management at the franchise has never been at the location when my ******* has been there. I'm contesting the charge. 6) account/order/tracking #: Receipt #: ********