ComplaintsforSpringfree Trampoline
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Complaint Details
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Initial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Trampoline with 10 year warranty. Cannot get hold of customer service. Phoned, emailed, FB messaged. They Email me a phone number that does not work. Warranty claim can be filled on line but no model number on receipt so cannot do online as they need it to make the Email work. On hold for hours and when asked for call back they do not call back. On hold for quite awhile and then they say they are not accepting calls. We paid $2351. for this trampoline figuring it was worth it with the warranty. Very unethical.Initial Complaint
07/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I scheduled a disassembly and re-assembly of a Springfree Trampoline on June 22 with Springfree. Springfree made me prepay and arranged the service through a company called ************. They informed me I would receive a call within 48 hours to schedule the appointment. This never occurred. After following up with ************ multiple times, I was given an appointment date of July 3. The technician never showed up, and ************ even called to verify the appointment went well (in other words, they were unaware the technician no-showed). I was given a reschedule date of July 9. The technician no-showed on this day as well due to rain--however, it only rained for an hour at 9 am, but the technician still didn't show up for the rest of the day. I was given another reschedule date of July 23, and once again the technician no-showed. I have moved out of state and my trampoline is sitting in my old backyard, which is now owned by someone else. Even though ************ is the contractor, my payment was made to Springfree, and they have not contributed in any way to fulfilling their responsibility.Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a custom trampoline from Springfree. Only 1 of the 7 or so boxes were delivered. ***** shows they were "signed for" by someone who doesn't exist and springfree says there is nothing they can do. All I wanted was my other 6 boxes, which they would not send, or help find. They were incredibly unhelpful. I ended up buying a springfree tramp from a local store because they were in stock and I didn't trust the factory to get them to me. At this point, I want my money back for the original and will send them back the single box they sent me.Business response
05/04/2022
Customer placed claim with the 3rd party carrier, Fed Ex, who provided documentation that orders were signed by place of business. The claim was denied by Fed Ex due to this issue.
As a measure of good faith with the customer, we will refund the customer for the ********************** despite the fact that the carrier provided proof of delivery/signature, a place of delivery that has had other shipments delivered and signed by same person.Initial Complaint
04/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a trampoline and installation from Springfree and it was processed on 12/3/2021. It was delivered to us on Dec 6, 2021. We paid for installation at time of purchase. We paid in total $2,435.88. We were told (and it is advertised) that a professional installer will be out in 2 weeks from time of delivery.No one came out in December, despite many phone calls to the company.January, also no one came out to install the trampoline. It remained in large boxes in our garage.In February, no one came out to install, despite many calls to the company.In March, we had our first no show appointment. Not only did a technician not show up during the 4 hour time slot provided, we also received NO communication that they would not be coming. I had to follow up myself about the no show.Another appointment for installation was scheduled. It was ALSO a no show. So 2 no shows.In late March, someone finally came out to install it. He was clearly underqualified to do so because he literally said to me "We aint never done one of these mam." The technician started the project, could not finish, and said he'd be back the next day. The next day he came and did more, but did not complete the project.NO ONE has shown up since that time. We have a half put together trampoline in our yard. It has been over 4 months and we still cannot use our $2500 purchase.I have spoken to Springfree MANY times, with no resolve. I asked for a full refund. They said they can only refund us if they have the product. Obviously, it is not in a condition where I can ship it back to receive a refund, as it is a half put together large item sitting in our yard.This started as a christmas present for our kids, and now we are in Spring time with still no resolution. We would like a 100% refund on the product immediately.Business response
04/11/2022
Good afternoon ****,
We sincerely apologize for your continued dissatisfactory experience with Springfree, and with the installation service that is provided by our 3rd Party affiliate ************ LLC. GCI had a scheduled coordinated install date on 4.3.22, yet upon arrival, resident was not home. Nonetheless, we resume full responsibility and will contact you today, April 11th, to process the refund for the transaction.
Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
While moving our spring free trampoline we noticed that it was worn out to the point of being dangerous to use. The trampoline is used as a medical device for our child with Autism. It’s been several weeks going back and forthwith the warranty department and now our case was close for no response when we have several responses and pictures sent in via email. This is not used for fun, without our son getting the use of the trampoline we have to increase his meds to compensate which is not ideal. We purchased this expensive trampoline because of the advertised durability.Business response
11/16/2021
Hi there,
On November 15th at 10:38am, an email was sent to the Customer notifying them that we had approved their warranty claim and to call us to confirm the details. An additional email was sent notifying them that the case was closed was because it was resolved on our side. The Customer needs to check their email for the approval email and call us.
Customer Care, Springfree Trampoline
Customer response
11/16/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.