ComplaintsforSkyZone Trampoline Park

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 2/24/24 I signed up for a membership at Defy Greenville. Upon signing up for the membership I asked the representative at the counter does this membership auto renew or do I have to cancel on my own to avoid charges to my card and the representative said it does not auto renew. On 03/24/24 it was a pending charge on my bank in the amount of $65.07 which is the cost of the membership. I contacted the location and asked why was I charged and how do I cancel. At that time I was sent a cancellation form and the person apologized for the information I received and told me they would submit an escalation for refund since it was on the 1st day of renewal I could receive my money back. I received an email from the escalation team telling that they cannot refund me due to a contract being signed regardless of what the person told me and the only thing they could do is offer 2 months of jump time even though I explained I would not be able to use the jump time at all. I am requesting full refund due to the fact that I was told inaccurate information at the time of registration by the representative. The new membership has not and will not be used. I requested the cancellation the same day of the charge so it is no reason why I cannot receive reimbursement for the charge and membership to be canceled. If the representative would have said I had to cancel and it auto renews then I would have done that. But being told one thing by an employee and then corporate saying something different is not fair at all for the customer.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  During the first week of November, 2023 I bought my daughter and her three children a membership at the SkyZone trampoline park on Lauren's Rd. I was told that I could not buy a single month but that I had to buy a membership and cancel at the end of the month's use. My daughter understood this and after a month of use she clicked on the cancellation link in the agreement and cancelled. This was the last time that she used the park and didn't think another thing about it. After her cancellation my credit card continued to be billed by SkyZone and I did not catch this billing until February 14 after I had been billed for three additional months of non-use. Skyzone's records will show that this family did not use the park again after the first week in December. After trying to contact SkyZone for five days I went to Greenville, from east Tennessee, and talked to the staff to get my money returned for these three months. The manager said that he would refund my February charge but would not refund December and January. We had a long discussion and a follow up call about why he would not refund all of my money and I never got a good explanation. The odd fact about all of this is that nobody ever got an email about the cancellation. After I was told that my daughter never cancelled the agreement, I cancelled in person last week and was told by two people that I would get an email confirming the cancellation in a "couple of days" which never happened. I actually stood in front of one of their employees and had them walk me through the cancellation process and after this I still never received a cancellation notice. The simple point is, how does anyone ever know that they have cancelled this agreement if they never receive a cancellation email. I hated to bring this to the BBB but I made numerous phone calls to SkyZone, Traveled to Greenville to meet, etc.. I have more details about all the discussions but I think this is enough for you right now to get this complaint filed.

  Business response

  02/23/2024

  As with all memberships, there is a process defined on how to cancel. The instructions to cancel our membership are listed in the membership agreement. We also provide a membership card with the link to our cancellation form. This form is available on our website 24/7. We did not receive a membership cancellation form for these memberships. Once the cancellation form was submitted, we cancelled the membership(s) and as a courtesy refunded the February payment.

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  I understand what the business is saying about cancelling the membership but that is not what happened. My daughter clicked the link in the first week of December to cancel the membership and answered all the necessary information. On February 12 after reviewing my **** bill I noticed the charge from Skyzone. I called Skyzone for 3 days and left numerous messages which were never returned. I traveled to their Laurens road business on Thursday, February15 to cancel in person and ask for a refund. The person that I spoke with told me to go to the website which I did in her presence and she walked me through each step for the cancellation. When that was complete, I did some shopping in the area to wait for an email stating that the membership had been cancelled. I never received an email and after 40 minutes I went back inside to talk to the employee. She told me that their IT system was a third-party vendor, and their system was very slow and would take up to 2 days to receive a cancellation notice. I questioned this reasoning with her, but she was insistent that the vendor was very slow. The next day the manager finally called me from the numerous voice mails that I had left. I told him my problem and that his employee had helped me cancel my membership the previous night to which he told me that you could not cancel a membership the way that she instructed me. While I was on the phone he went into the system and informed me that the membership was now cancelled. I asked him if I would receive an email confirming the cancellation and he said yes. To this date I have never received an email from Skyzone confirming the cancellation. Obviously, my main point of defense in my complaint is how can you automatically assume that their IT system didn't receive my daughter's cancellation in the first week of December when this same IT system can't even send a cancelling member an email confirming the cancellation. I never received one and even their own personnel who walked me through the process didn't do it correctly according to their manager. I would ask if you could request that Skyzone provide the cancellation email that they sent to me. My other defense is if you would ask them how many times my daughters children used the park between November 11 and December 11 then how many times did they use it after December 11. Thanks again for your help.
   
  Regards,
  
  **** ******

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