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Business Profile

Recreation Center

Altitude Trampoline Park Gilbert

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation Center.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/19/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Signed my son up for a membership around 8/17/24. He was not happy with it and wanted to cancel. I called Altitude Gilbert in Sept and no one answered so left voicemail requesting his membership to be cancelled and left my number asking that someone call me back if there was anything else I needed to do to cancel it. Later, after not getting a call back, I went into the Gilbert location with my son to confirm his account was cancelled. I asked the front desk to confirm his cancellation, gave them my son's name and they said there was no record of his account and confirmed his account must have been removed. Recently, I noticed a monthly charge from Altitude was surprised to see I have been charged each month after cancelling his membership. I called 11/30 and spoke with a manager (******) who told me there was nothing he could do to reverse the unauthorized charges and I'd have to physically come in to cancel my membership again. I told him that was unacceptable and for him to search his records to find the voicemail I left as the fault clearly lies with the employee who ignored my voicemail and the employee who mistakenly confirmed my son's account was cancelled. I went out of my way multiple times to request cancellation and they were all mishandled. I told ****** on 11/30 that I expect him to research this and get back to me. After the call, my wife received an email indicating my son's membership had been cancelled and neither of us have been in since the call (contradicting the idea that we had to come in to cancel it). I sent a follow up email on 12/4/24 and got a call back from ****** on 12/5. He was again very unprofessional, refusing to answer my questions about voicemail records to validate my call to request. I'm perfectly willing to have them look into the video footage to show my son and I came in to confirm cancellation and the voicemail request to cancel because I'm telling the truth. ****** was completely uninterested in the truth and hung up on me.

    Business Response

    Date: 12/26/2024

    We do not cancel any membership by phone or in person. This is stated in the membership agreement as well as we tell guest this when they call in, we provide them with the email to cancel so we have a recored of it. Mr. ******* first voicemail, which we have saved.. is him calling in right after getting the membership stating he no longer wanted it. We returned the call and left him a voicemail as there was no answer, then his second voice Is him calling in saying he cancelled his membership last year and all of a sudden started to get charged again with out his consent. When we called Mr. ******** we asked if he knew a lady by the name of ******.. He stated that was his wife. We then let him know she came in and signed their child back up for a membership and gave him the date and time of purchase. He then put her on the phone and it was dead silent, afterwards, ****** let him know that he would need to email in to cancel and we would cancel his membership for him but would not be refunding unused memberships as this is stated in the agreement as well. He then began to tell my employee what he needed to do and speak over him, ****** told Mr. ******* if he couldn't speak to him calmly and like an adult he would be letting him go. Mr. ******* then ended the call with "I expect you to do your homework and figure this out, cancel my membership and refund me" then hung up. After I was notified of this and looked into it, I cancelled the membership as we have the right to cancel any guest membership. Mr. ******* then called back in and ****** was the one that received the call Mr. ******** asked about his refund and acted like he didn't know who ****** was when he stated per our last phone conversation we won't be refunding you. ****** also let him know he is no longer welcome in any of our locations and he got upset stating that isn't right to ban them.. So we will not be refunding this guest as he has also filed chargeback disputes with his banking institution.

Altitude Trampoline Park Gilbert is NOT a BBB Accredited Business.

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