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:10/28/2023

  Type:Billing 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.

  Business did not tell me that when I paid for a one time visit that I was signing up for a monthly membership and they have billed my credit card for two months. This is deception and a scam. I have taken the action to cancel my card which is causing me a hardship I recommend that everyone use cash when visiting this facility.

• Initial Complaint

  Date:10/24/2023

  Type:Order 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 September 23rd, 2023, I took my 3 kids and 3 other children to Sky zone for my daughter's birthday party. While there I needed to sign waivers so the children could enjoy the facility. I went ahead and signed them under advisement of one of the employees. I did not read through them given the cashier explained to me verbally. Unknown to me she was actually having me sign memberships for my children. The following month they charged me $189 to renew my membership I was unaware I signed up for. They advised they do not provide refunds and there is nothing they can do to help. Given I do not have an extra $200, and this will greatly affect my family I tried to explain my situation to them and tell them I would never sign up for a membership given my financial situation currently. Thinking that I was overreacting and maybe I am remembering everything wrong (after the manager insisted, I knew I what I was signing) I looked on the reviews and filter them by the most recent reviews, and to no surprise most of the recent reviews express the exact same sentiment. Many people saying they were signed up for a membership they never wanted and no matter how many times they cancelled they are still being charged. This seems to be a common ploy the company uses to increase their income and then they refuse to provide refunds. I am assuming because this happens often, I am so frustrated and do not want to return, but I am also worried about how I will pay my rent, and how many other people this will happen to. The signed one of my children up for 4 memberships, which I am unsure as to why that is even allowed given, she had 2 basic memberships and 2 elite memberships. I had 6 memberships al together and I only have 3 children. I have attached reviews form just the past month that echo the same situation, this doesn't include all those who gave up and didn't write reviews.

• Initial Complaint

  Date:08/03/2023

  Type:Order 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.

  Signed up for a deal from this company in September of 2022. Deal was for 3 months free then charge of $28.59/month. Made attempts to cancel after this period and was told that a cancellation would be noted. Seeking refunds from January -July 2023 in the total of $200.13 as the charges continued even after cancellation was requested.

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair 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.

  The staff member at the front desk told me that they were selling a special membership that would cost less than a regular entry ticket. I told her we do not visit often enough, but she convinced me that I could cancel the same day after playing. I agreed and purchased the membership on 5/29/23. We played for 2 hours and I tried to cancel at the front desk, but a different staff member said I have to cancel online. On 6/18/23 I cancelled online before the monthly membership was due for renewal (compliant with the cancellation policy). I received an email from **** saying that This automated message is not a confirmation of cancellation. This is a message to confirm we successfully received your completed cancellation request. On 6/29/23 my credit card was charged again. I tried calling, but the voicemail said that we have to cancel online. I already felt that this was a scam. On 7/1/23 I took my son to skyzone and spoke to the person at the front desk. I ask her to help me cancel the membership immediately after explaining what had happened. After some typing, she asked me for my signature. I asked what I was signing and she said that it was for the cancellation. I never sign without reading what I am signing for. I scrolled up from the signature box and saw that she was having me sign up for a membership again! I asked her if my membership was cancelled, and she said no, she was confused and that it was too early for her. It was 9:30am. When I was visibly frustrated she cancelled my membership on the website (the same place I had cancelled my membership the first time around). I said this was not sufficient for me. I needed to speak to a manager immediately. She said there was no manager on duty, but after pressing her, she brought someone else. I told her I feel like I am being taken advantage of. The person in charge then cancelled my membership in their system not through the website. I am still worried my credit card will be charged again next month!

• Initial Complaint

  Date:06/17/2023

  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.

  I had cancelled my membership on Nov 23, 2022 and was being charged monthly fees till June 2023. I contacted their customer support and found out that the membership is considered as two not one. In looking through my email, I found one for my son: #********-********* that I signed and a new one for me #********-*********. I explained that I never had used their facility and it was always about my son. Their investigation showed that I did cancel the membership and the other membership nobody can explain since it is signed even with a signature that looks nothing like mine. I had reached their customer support asking for a refund for the months they charged me after I canceled but to no avail. Looking at the reviews online and the complaints here at the BBB it looks like this is a known tactic this business does to unsuspecting customers intentionally. This is to kindly ask the BBB to intervene on our behalf to get us refund for the monthly membership charged wrongly after my cancellation. Hopefully this will also make the business aware that it does't have to resort to these kind of devious practices since kids do like going to the place.

• Initial Complaint

  Date:10/15/2022

  Type:Billing 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.

  The park staff promoted their membership when we got there by saying that we would pay just a bit more than the entrance and get 3 month included before the month to month subscription starts. And we can cancel anytime during those 3 months. The reality is we get charged every month and cannot cancel before 3 months. You trust the people in the front desk that sell you a service, and I didn't look at the fine print (which frankly you can't on their small screen). Lesson learned. I am not the only one complaining about the practices of this site. The contract is with my wife's name *********************, account ********

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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 was inadvertantly signed up for a membership when I went to this facility with my son. I was under the impression I was only buying a day pass, but found out 1 month later on credit card statment that I was signed up for a monthly membership. I visited the facility to cancel a few days later but was informed that I could only cancel online and needed my membership # (that they wrote down on a piece of paper, not available otherwise). I went online to cancel and the skyzone gaithersburg location was not even listed to select. So I selected the next closest location with my name and membership number and submitted. Then I never heard back from the company. 30 days later my credit card is charged again and I try calling the facility and emailing management. Phones go to VM and mailbox full. Emails were not responded to. Went back to website and Skyzone Gaithersburg was listed and tried cancelling again. 30 days later my credit card gets charged again. I go online and cancel again. No confirmation emails and no follow up. I email two other "managers" with no response. Looking on ****** reviews this seems to be a VERY COMMON scam that skyzone is running by inadvertantly signing up people then making it impossible to cancel. I have since filed a fraud charge with my credit card company, but hope the BBB can help me resolve as well.

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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.

  My husband and I attended a birthday party for my niece in January 2022 at Sky Zone in Gaithersburg and we were both required to fill out waivers. Starting on 9/4/2022 my husband ***** ******** started receiving emails that his account (which we never signed up for) is past due and unable to debit his credit card. We take protection of personal identifiable information, credit history and potential fraud very seriously and I have been trying to get in touch with anyone at Sky Zone to provide me with a reason or explanation on how an account got opened in his name using the personal information collected on his waiver form. I also don’t want this account getting elevated to collections for an account we never opened. We are trying to get this resolved and no none from Sky Zone has been helpful to our requests.

• Initial Complaint

  Date:07/07/2022

  Type:Billing 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 March 14, 2022 I visited Sky Zone in Gaithersburg, MD with my family of 4. My payment of $68.17 was for the 4 of us (2 adults, 2 kids) to jump on the trampolines for that day only. I paid with my credit card at the register in-person at Sky Zone that day. Nothing was mentioned to me about a monthly charge or signing up for any type of subscription. I did not return to Sky Zone after March 14th. On May 17, 2022 I was looking over my credit card transactions and discovered that on both April 14, 2022 and May 14, 2022, I had been charged $68.17 by Sky Zone. I was confused, but figured it would be easy to get a refund by calling Sky Zone and explaining that I had been wrongly charged twice and that I wanted the reoccurring monthly charges to be discontinued. Unfortunately, I have now called 5 times, used their text line twice, emailed countless times, and even visited in-person once to try to resolve this issue. I've been working on it for almost two months with no avail, so I feel that filing this complaint is the only way to get my money back. Through email, I have been able to stop the monthly charges; however, I still need the two charges of $68.17 refunded, which is specifically $136.34.

• Initial Complaint

  Date:06/06/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 allowed my 16 year old son to use my credit card to purchase an admission to Sky Zone last week. He went there, and he somehow allowed them to give me a membership to Sky Zone. He found out that there was a 3 month minimum. I cancelled the membership and I will be charged 2 more times (for the next 2 months). But I never wanted to be a member. How is it possible for my son to get a membership in my name, without my permission ? This should never have happened. I called them to explain but they refused to change anything, and my card will be charged for the remaining 2 months. This seems outrageous to me. Can you help me ? I am in the process of changing my credit card number, but I wonder if they are going to try to collect this money.