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:06/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 received 5 jump passes to comeback & jump at a later time, as part of a overpriced birthday package. Upon arriving to Altitude on 6/11 (today), I filled out the waviers & proceeded to the check-in counter. A employee by the name of Emma was beyond rude & nasty. She got even worse when I asked, why am I required to pay for socks if it's supposed to be free. She was so nasty, I almost walked out but the kids wanted to jump. After paying, I asked to speak with a manager & he was no better. I spoke with Julian & he absolutely refused to accommodate me any kind of way. He stated if he do for me ,he'll have to accommodate all the customers. He said he can't just be going around, giving stuff away for free. He said if I had a issue with the policy, to take it up with corporate because that's where the passes came from. My issue is no one ever explained to us that we would have to pay an additional fee for some socks. It wasn't explained when we received the passes, nor is it stated anywhere on the passes. This is only our second time here, the 1st was for my daughter birthday party. This is definitely my last time here. If it was explained to me or if it was stated on the passes, we could've brought the ones we received at the party with us. I couldn't go home to get the socks. because we live a hour away & I would've spent more in gas & tolls. The staff is incredibly rude from the moment you walk in the door to the people on the floor. They're young & don't pay attention nor do they care what the kids do. No control, kids running everywhere, parents oblivious to what's going on. I've worked in management & would never allow my employees to treat someone the way I was treated.

  Business Response

  Date: 06/29/2023

  Talking with my manager on duty the customer was very rude to our staff and was not understanding when we tried to explain it to her. When you have a birthday party at Altitude you receive 1-2 free hour passes to come again. Nothing on the pass says you get a free pair of socks when you turn them in. To jump on our trampolines you are required to have Altitude safety socks on and for her birthday party she received socks she could have used the second time she came. If she didn’t have those then she would have to purchase socks just like ever other customer in the building. She was unhappy she had to pay the $3 for the pair off socks and didn’t understand we can’t give them away for free. 

• Initial Complaint

  Date:08/09/2022

  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 son suffered a very serious elbow injury in March while at this establishment due several safety concerns and negligence from employees. I have been in contact with the general manager regarding having Altitude pay for all the medical expenses we have endured. My son is still, months later in physical therapy. I keep being told the copies of the bills, and any time I email to check in, that everything is being forwarded to the owners as that's where the reimbursement will come from a corporate level. Which is fine if it is above the general manager then whoever should be reaching out to me needs to do so. I have been patient for months but have not heard anything back and feel as though I am being ignored. I have been trying to get this resolved with the company directly as opposed to a lengthy lawsuit but its looking like that may be the only option. I am writing this complaint today in hopes that this company will reach out to me about this reimbursement. Also I do want to warn other parents about how unsafe this trampoline park is. You expect your kid is in a safe environment when you bring them here. Sadly this is not the case. There is not enough padding or staff supervision. No rules were given by staff but my child was using the jousting exactly how its intended to be used. He was not being unsafe or doing anything wrong. Yet when he hit that side wall mat when he was knocked off (the intended goal) his elbow instantly fractured and dislocated. That is not safe and should not have happened. Something needs to be done.