ComplaintsforDefyGravity Charlotte

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried cancelling an automatic renewal subscription by calling local jump park and by following the online cancellation instructions to no avail. I was told that I didnt have an open membership account when contacting the local Defy jump business and Lansing Michigan wanting to cancel my subscription back in April and May. I have continued to be billed to my credit card monthly since then. I really dont know what to do from this point on I called the national health number. I didnt give any help. I emailed to.defy.com/membership/cancellation/ as directed to do when I searched on ******* It sent me back to the ********** location

  Business response

  09/12/2024

  This complaint is for the Defy in **************** and has nothing to do with this location in Charlotte NC.  All parks are individually managed and any issue must go through the park with the issue. In this case it would be the *********************. Please remove this complaint from this park since it is not the park the guest has an issue with.

  Customer response

  09/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two years ago, May 25, 2022, I signed up for a summer membership at *********************. This summer membership should have continued on as a monthly membership in September; however, I called and canceled the membership. Despite my canceling the contract with the manager early September, I was still charged for September, October and in November. I called in December and once again canceled my contract. I was then told I would be refunded the total which had accumulated since September. I assumed the total went back on my card as a credit. Finally, in May of 2023, I physically went by the branch and discussed the situation with the manager. He said he would cancel my account and have corporate credit a full refund for the nine months we never visited the Park. Neither the refund nor the cancelation happened. Looking over my account, five months later, in November, I was shocked to see there was a withdrawal from Defy for an auto draft! I contacted my bank and canceled the auto draft. I have since had some very serious health issues and have not been able to deal with this issue; however, now that I have the energy to fight, I am requiring the total $1,311.36 back in the form of a check for the 16 unused months ($81.96/mo.) of money I spent on a jump park membership my family never got to use. I canceled this account four different times, the managers themselves lied and said corporate would credit me a return; when, knowingly they knew they would never refund me my money. Not just once did they lie to me, but three times; each time, convincing me, better than the time before how sincerely apologetic they were in their error, yet knowing they would turn around and do the exact same thing again, never canceling my contract and continuing to charge me for a service I never used.This is a travesty, taking advantage of people's goodness.

  Business response

  04/19/2024

  I am reaching out to you regarding this long membership ordeal. Firstly, I apologize for all of the grief and aggravation that you have gone though.  It is not our intent for this to have happened and the process is pretty straight forward with many thousands cancelling monthly. I have left you a message regarding the same thing on your phone.  We would love to speak to you about this issue that dates back some time ago.  Definitely need to get some information specifically around the cancellation. Per the written agreement, the guest is responsible for the cancellation process in accordance with the agreement. The agreement states that the member has to cancel the membership themself and to use the cancel portal that is on the park's website and the company's website.  This will generate a proof of cancellation via email and to hold onto it for verification and proof. It appears you have called the park a lot to cancel.  If you have any information and notes of who you spoke to and dates and times that would be so helpful.  It is a large sum, so we want to cooperate as best as possible to get you a remedy.  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In 2017 I signed up my son and his friend for memberships to Defy Gravity at the Charlotte location. I put one on my debit card and the other on my ***** ************ both were $25 each. Following the shut down in 2020, my son and his friend decided that they were no longer interested in the membership. I tried several times to cancel online, received confirmation emails each time and yet was continually charged on both cards. I called on May 4 at 2:15pm and spoke with ****** at Defy Gravity Charlotte University. She cancelled both memberships. ********************* #******* The cancellation number was ******** and the email associated with that account is ********************* ******'s is #******, cancellation is *********. ******'s cancellation notice went to ********************* The auto drafts stopped immediately on both cards however, in mid-June the charge on the ***** Fargo card started again. We called ***** Fargo and disputed the charges. After not being able to resolve the issue, I called several times and was told each time I needed to speak with a manager and yet a manager was never available. We actually CLOSED the credit card and had a new number reissued and the charges started again! We disputed the charges with ***** Fargo again but at this point, they are no longer reserving the charges. I want this membership cancelled and the $25 monthly charges to stop immediately. If this is not resolved we will take legal action to recoup the money lost.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Business fails to provide accountable space whether online or in person for cancellation of membership. Maintaining direct payments monthly without a way to stop them. This has persisted for almost 6 months with all stop requests being ignored and unanswered.

  Business response

  12/12/2022

  This matter has been taken care of. ******* also has my direct contact to follow up after he checks his accounts.

   

  Thanks,

  *****

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  While visiting family in Charlotte, we took our kids and nieces to Defy. Because there was so many kids, the associate advised to purchase the membership because it would be "cheaper". I advised the rep that we live in **** and wouldn't be able to use the membership going forward. The rep advised that we could cancel at any time, and this was the easiest and cheapest route at this time. We have yet to be able to cancel this membership. Multiply calls have been made to Defy, i have been advised it will be sent up to the manager, who will then submit our request to Corporate. I have submitted my cancellation request on the website as well. No one has returned our calls or responded to emails. This has been going on since November 2021. Defy continues to try to pull money from my account after i have requested a refund and to cancel my policy. we were given incorrect information and are unable to use this membership. We reside in ****!

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