ComplaintsforSky Zone Trampoline Park
Family Entertainment
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Complaint Details
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Initial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have sent a email to cancel the membership on October 2nd, they ignored that and charged me on October 16th and then November 2nd. Talked to the manager and he will only refund November because they just received the cancellation that's was resent on November 1st. I would like the October charge to be refunded since I didn't use the service for months including October.Business response
11/12/2024
Customer was refunded for the November payment, but not October Payment. Customer requested cancellation on their billing date which is Oct. 2nd 2024. All Members must cancel 5 days prior to the billing date, per agreement signed by guest and per the cancellation request form. The Guest payment was originally declined on the 2nd of October. Which prompted the system to attempt to charge card on file 3 more times, which is why her the charge is for Oct. 16th. Please see attachment.Initial Complaint
03/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 23,2024, my wife and I held our son a surprise 10th birthday party which was completely ruined. A staff member *** over booked party rooms. Therefore our sons party was placed in a dirty, filthy small closet. Not even a party room. My wife and was actually cleaning this room when our guests arrived. Even the guest tried to help us. Skyzones staff did nothing. My son cried that his party was ruined. We have videos of the closet we were placed in. Which looks nothing like the party rooms. Weve never been so embarrassed. To actually have party guests help clean up before a party. Being retired military and with five children, weve held birthday parties all over the country. Skyzone has been the worst. Our son will never turn 10 years old again. We paid for a service we didnt receive. We spoke to a manager that agreed it was the staff error for over booking. But nothing was done! ******* clearly didnt care they ruined our sons 10 th birthday party.Business response
03/31/2024
The guest was accommodated with a discount on her full balance which was $269.43. Her discount was 10% and the issue was resolved the day of the party. The guest party room was one of our biggest party rooms and no where near a closet. The issue with this guest were people who were not part of her group checked into her reservation, once we were made aware the extra guest were removed. They also received at least 15 additional passes to come back at a later date which are valued at $11 per pass. Upon exit of the facility, the guest seemed happy with resolution. This is also the same complaint from a previous entry, by the same person.Initial Complaint
03/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Our sons 10 th birthday party was completely ruined due to staff over booked the party room. We paid for a party room and was actually placed in a filthy dirty closet. We complained to staff and nothing was done.Business response
03/31/2024
The guest was accommodated with a discount on her full balance which was $269.43. Her discount was 10% and the issue was resolved the day of the party. The guest party room was one of our biggest party rooms and no where near a closet. The issue with this guest were people who were not part of her group checked into her reservation, once we were made aware the extra guest were removed. They also received at least 15 additional passes to come back at a later date which are valued at $11 per pass. Upon exit of the facility, the guest seemed happy with resolution.Customer response
04/05/2024
Complaint: 21508085
I am rejecting this response because:
Sincerely,
*******************************Business response
04/08/2024
Guest received more than adequate compensation for party. In guest response to original entry, they did not verify as to why they are rejecting the response. ***** received everything that party entailed, and was compensated with percentage off party package and several complementary passes that were valued at $11 per pass.Initial Complaint
09/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
*ook my son to glow night 9/16. He he wanted an order of curly fries with cheese, which just happened to be what the customer directly in front of me ordered. *his was at 8:58pm. When I got to the line the young man said hes no longer serving hot food. Now my issue with this was this young man was on his cell phone my entirety of time in line and While standing directly in-front of me. Had he serviced the customers instead of the latter I would have made the cut off if it was at 9pm. I thought the fact that that he was on his phone should be addressed because it obviously impedes service . Why did I ever think I was going to get a resolution. I spoke with Mrs * and she brushed me off and disappeared to the back after asking me to wait a minute. I understand this shift had nothing but teenagers working but does that excuse the lack of customer service? I paid my money for a good time not to have my concerns disregarded. I honestly feel like I was mistaken for someones teenage sister as I look young but I assure you I am a seasoned adult. I sure had to turn to the BBB in order to have my issues addressed and addressed appropriately .*he lack of professionalism at this establishment I experienced this night is enough for me to never bring my business here again. *his is absolutely ridiculous and this facility definitely needs to address service recovery or else theyll Continue to lose business . Hopefully this complaint will be resolved in a fitting manner because this night the manager made the whole establishment look bad. Cheers to manager *.Business response
09/17/2023
We sincerely apologize for the experience that was provided to you and your child during your visit. We have made sure to address all employees involved and will make sure this is not a recurring issue. We appreciate you allowing us the opportunity to resolve your concerns and hope to see you again using your free glow night passes!Initial Complaint
07/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Im actually an employee and its horrible management here. The manager *************************, she is extremely mean and disrespectful. She talks down on us & try to make up for it the next. She always comes to work with an attitude which is very unprofessional and I can assure you that it isn't just me that feels like this. Most of the team members feel like this, but just doesn't know how to approach the situation. Do what you will with the information but please do something about this.Initial Complaint
03/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Saturday January 29th 2022 my son was having his 7th birthday ay Skyzone in *****************************. I paid for everyone in our party. I paid for the unlimited access and glow night. Along with shirts and socks. So, paid $400 or so that to be kicked out in less than 2 hours of being there. The unlimited access pass provided arcade game card. Each game cost $1 and finding out the cards o ** had $2dollars on them. I waited in patieny. It was pretty crowded that night understandable. There was an office behind the counter that was just flirting with young cashiers in the front. I witnessed him laugh off a possible fight between two young men. Kids were going g in and out of the building. Kids were harassing other kids. I stood line for the third time to ask about the cards since we just put out $400. I was by a cashier that the cards are expensive and the distributor had to make money too. That's why o ** two dollars were on the cards. I asked for a manager and the cashier got smart and called me rude for asking for a manager. The manager came out and did not want to here about the cashier, but basical** told me the same thing about the cards. I told her this was unacceptable. The cop came over to speak with the manager. I walked to my party when I turned around this office *************************** badge # **** asked for my ID and stated I was being kicked out of the park. Now, my son and the rest of the party witnessed this. The office stayed I was criminal trespassing and the manager wanted me out and I was not to return. I called and spoke with another manager at Skyzone that stated there is no policy stating a person cannot come back permanent**. I have made a complaint again the office as well. This incident was extreme** embarrassing. The Manger and office should have been paying attention to rest of the park instead of making sure to kick me out. My 7 year old son traumatized by this. He saw this and doesn't understand. The manager and officer were over stepping .Initial Complaint
01/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My complaint is I asked due to my son and I sick from COVID-19 and hospitalized to cancel my membership and they refused. They keep auto debiting my account which is now in the negative. I am a single parent sick and received breathing treatment. I believe they also have health code violations. Not only wont cancel my account, but they are not keeping the tables clean, not always checking temps, and few kids running around or jumping with mask off. Now my son and I are sick, so if we or anyone else with a pass can walk in the building sick with Covid and not know because they may think its just a cold. This is is turning into a super spreader and health code violations as well. I am treated unfairly and this hurts me and my son. They also do not check to see if anyone has been vaccinated. We have our cards, yes we have been vaccinated but they need to check people who have parties there too or utilizing the facility in any way. Whoever walks into the building. Sometimes the workers are spraying down and the other times they are talking among one another not paying close attention to the mask being off. Its basically turning into a super spreader. In the meantime I wanted my membership cancelled due to emergency and they are refusing.
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Customer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.