ComplaintsforEpic Air Trampoline Park

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  06-02-2023 I put a deposit of $250 down my total after the deposit is $429 so I will have to pay $679 in total. I'm supposed to have a birthday party tomorrow. And I wanted to do a smaller package due to people have backed out I Essentially tried fixing this yesterday. Which would have been forty eight hours before the party. And they would not let me they told me. I have to pay them the $428 to do the party or lose my $250 deposit. I looked online they're a lot of complaints about this company. The people are very rude and I spoke to the manager to see if we can come to some sort of agreement and they're on willing to budge. They do not have a corporate number as to they are family owned. And The Thing is, I spoke to one gentleman and he told me I would be reimbursed for the children that have not showed up. As to I have not paid in full. They could not charge for this. The manager says no, you're going to be charging no matter what you're stuck. I asked her. How can I have to pay for a service that's not rendered she said it doesn't matter it's our policy.

  Business response

  06/12/2023

  This is in response of a claim filed by a guest in our facility. *********************** had a party with us on 6/03/23. She claims she has put her deposit down on 6/02/23 when she put the deposit down on 5/18/23 as all our guests are required to book parties at least two weeks in advanced with **. Next the guest claims about putting a $250 non refundable deposit down. Our packages only require anywhere between $100-$200 non refundable deposit at the time of booking meaning the guest had decided to put more down than advised on their own choice. When ****** called us to upgrade her packaging we advised her that she would not be able to downgrade her package once it is upgraded. She was okay with this and had even responded to a confirmation email confirming the upgrade noting that she is not able to downgrade her package. In the email it states that we do not do any downgrades of any sorts. The guest was made aware of this over the phone and via email and responded acknowledging that. We never agreed to reimburse ****** in anyway as they made the choice to upgrade. We have a 4.4 rating on ****** with minimal complaints about our company besides small complaints about our sock policy. The guest was explained to that our management was doing what was expected of them and enforcing a policy ****** had already agreed to. It is very unfortunate as this is listed for the guest to read in full to avoid interactions such as this.

  Customer response

  06/16/2023

   
  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.
  I just wanted to make the complaint and will never return to this place of business. Just sent proof that they have complaints about the way their employees act. Its more then  complaints of socks. Also instead of addressing a customer's concerns they just are quick to place blame and get defensive. This is not how businesses works. So I don't expect them to be around much longer. Now I did speak to a boy and he told me I wouldn't be charged for the kids that didn't show. The manager stated otherwise afterwards. Well hey this company can say what they want either way they lost my business. The sad part is that they let these kids that work for them have such horrible customer service skills. When they go get any other job they are going to have to learn how to treat ppl or lose there job. Oh and I called to place to order more pizza and the lady never even added it to my order. Then the employees stood there telling the server that they feel for him helping me with my bday party. So yes I will not be returning there.
  Sincerely,
  
  ***********************

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