Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, My name is *****. On March 18th, my son and I booked a time slot at X-Play in Barrie Ontario. I called ahead to confirm the place is not busy. I made it clear it was going to be a long drive I don't want to wait our time and fuel getting there if it's too busy. I made it very clear of my concerns. I was told the place is not busy and instructed to to book online to reserve a spot. I'm reaching out to BBB for help to resolve. If there are others who may experience the same, perhaps this may bring some awareness to how the X-Play business is operating. All the details are in the two emails I sent to X-Play requesting a refund for $73.43 and details of what took place on the 18th, and the steps I've taken to resolve this. Up until now, I have been completely ignored by X-play. *** * ****** * **** ** ****** *** ******** *****. *********** <*****************.com> Sat, 18 Mar, 16:09 (6 days ago) to ****@x-play.ca Hello, Regarding Sales ID ******  I placed a call before booking a jump time today to confirm how busy the place is. I made it very clear on the phone that my son and I will be driving a long distance to get to X-play today. I did not want to make a long drive just to find out it's way too packed for him and I to jump together. The place was packed when we arrived so I requested a refund. I really don't have this kind of money to spend. Store credit is not an option ******* ** *** ****** ** **** * ** **** ** **** It would be different if we lived around the corner from X-Play. I spoke with ****** regarding the matter and I was instructed to make the request for a refund via this email and was reassured it should not be an issue. Please confirm you are able to refund our online booking. Thank you, ****l Sent from my ****** *********** <*****************.com> Mon, 20 Mar, 20:46 (4 days ago) to [email protected] Hello, This is regarding Sales ID 345263 I wrote and email to you on Saterday 18th, (a few days ago) requesting a refund. On the 18th, I called the X-Play in Barrie and made it very clear, I did not want to book a time slot and drive a very long distance if the place is too busy. I was told on the phkne it was not busy and to just book a jump time online. I booked it and then drove with my son to Barrie. When my son and I entered the X-Play building, there was at least 5 kids jumping on each and every trampoline. There was absolutely no room for my son and I to jump. The whole facility was way over capacity. I asked for a refund because there was literally no room for us to jump on any trampoline. I wasted very precious time with my son as well as alot of fuel to get to Barrie. *** **** * *** ** ***** **** ** *** ** **** ******* ** *** ****** *** I wanted treat him to something special realy fun ** *** **** *** **** **. I spent $73.43 to do nothing but drive and feel the disappoint. I was told you have a very stricked no cancelation policy regardless of the not being able to jump and was redirected to this email address to explain the situation. I had to explain this to 3 people at the Barrie X-Play just to be told there is nothing they can do about the number of people jumping and to contact this email to request a refund and the is nothing they can do about it at the facility. I wrote a very detailed email to you a few days ago and I feel like I'm being completely ignored. I Spent $73.43 for socks and to use a trampoline for two hours. When my son and I arrived as per our online booking time slot, the facility literally had no room for us to jump. All that could be offered to me is store credit or reschedul the jump time. I booked and showed up for our jump time and could not jump due to the overwelming amount of people. Is there anything in your policy that states what happens if the facility is way over capacity and what happens if your customers can not have any jump time during the booked time slot? This is not a request to cancel my booking. As I mentioned, we showed up on time as per our online booking. The facility had no room for us to jump when we arrived for our scheduled jump time. Why is it unreasonable for me to ask for a refund for a service that you could not provide? I do not want to reschedule something we showed up for and drove a very long distance to get to. ** * ** *** ******* * ******** **** ****** ****** *** **** ****** ** ***** * **** ** ******** *** ** *** ****** ******** ******* * **** **** ***** ** ******** ** *** *** ****** ****** ******** ** ***** **** *** **** *** **** ********* ********** ***** **** **** ** ******