ComplaintsforGet Air Syracuse Trampoline Park

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i went to getair trampoline park located in Crossgates mall albany NY, I reserved a party of 15 for my son Alexis birthday on 3/3/23 for 5:30-7:30. at around 7pm the lights went out and it turned into like disco night. At 7pm exactly my 4year old JAcob who was wearing black suddenly dissapeared within a second. All the adults in my party immediately started looking for him i went to the front desk and ask them to help me my son is missing and we looked around the park and the staff said they cannot help me, the staff started laughing when i asked them to please turn the light on, i called the police and the mall security to get involved 23 minutes later my son can not be found and the staff is still refusing to turn on the lights so we can search for him better, there is a ***** **** next door and then we found my son 30 minutes later turns out GETAIR has a back door that was left opened! and my son went through that door and walked through an alley and made it to ***** ****, the door had no alarm or safety feature and kid can get through, the staff refused to acknowledge me or anyone in my party until the police arrived then a manager came and spoke to us, i will never go to this place again as it is not safe for children as they claim, i was charged $200 for this and i want my refund or im taking this to court

  Business response

  03/06/2023

  Club Air is held every Friday and Saturday night from 7PM to 10PM, at this time, regular lights are turned off, and party lights are turned on. As the customer stated, her party was held from 5:30-7:30 pm, so only the last half hour would have been during Club Air. When all guests sign the waiver they agree to watch the safety video for the park. In this video it does make it very clear that jumpers under 46" tall are to be monitored at all times. While we understand the customers frustration, she did still receive everything included in her party, therefor a refund will not be offered. We also understand her concerns about the door, it must remained unlocked at all times, as it is an egress in emergencies. However we will look at installing some sort of alarm on the door, if the mall allows it. We apologize for any inconvenience. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my 8 year daughter to Get Air for a party she was invited to. There were 4 parties going on at the time ( barriers separated us, so it was very uncomfortable). The kids had a good time though. We said are goodbyes and left. The next morning, I wake up to screen shots from a post created by Pedro T*****, who is the manager at Get Air. The post indicated the party host did not pay and everyone was banned. Within the context of the post, was my 8 year old daughters name. Which was taken from her jump waiver and posted on social media. In the post he admitted knowing.. First, the kids names were minor names and second knowing we were not the parties responsible for payment. Because of his attentions people were calling us name, just because we attended a party. A friend if his has massaged me in regards to this incident. This whole senario has been completely humiliating. I read online that thoes waivers are privacy protected. Why was he able to post our information, on his personal social media? Also, why is he posting names of people who were only in attendance?

  Business response

  02/24/2023

  Thank you so much AND I appreciate the feedback this customer is trouble and took off without paying. I pressed CHARGES  on all that was involved with the party. in my video it shows everyone from that party taking off. I showed the police this video and they also told me to reach out to anyone I know for further information so I posted on social media and just did what the cop told me to do . and it worked I found all that was involved, in the post no age, race, address, or picture just names. once again I did what the cop told me to do because I was trying to protect my job. 

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