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:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We’ve been elevate’s elite members for more than 2 years, most recently we decided to opt out the elite subscription because we are moving. While when I tried to cancel the subscription 15 days before the next billing, I was told I have to submit the cancellation online 30 days before, which I have never seen or been Alina this policy anywhere else. As the end we have to pay 15+30 days which is 1.5 month subscription without been there a single time. BE AWARE. If you want to cancel their subscription, do it ASAP as their hidden cancel policy requires 30day+ notice.

  Business Response

  Date: 09/16/2024

  Dear Mr. Dai,
  
  I want to start by thanking you for your patronage and loyalty to Elevate! We have enjoyed having your family as Elite Members since May 2023. While I understand your frustration, it is, and always has been, our policy to require a 15-day notice in writing of your intention to cancel your membership. 

  Per our records, you were notified of this via email on August 8, 2024 upon your request to cancel on August 7, 2024. While it is in our Standard Operating Procedure to have staff explain this upon signing up, I acknowledge it may have been possible you weren't verbally told this and for that I will follow-up with the Tucson staff; however, the 15-day notice (and not 30-day as you cited in this complaint) is clearly stated in your membership agreement which you signed upon starting your membership and was explained to you in response to your request to cancel.
  
  Again, we appreciate your patronage and are apologetic for any misunderstanding. As a token of our appreciation, I would like to offer you two 50% off jump passes during your next visit to Elevate Tucson. 
  
  Best,

  Kylie Sparks 

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have 3 small children. I purchased an elevate membership March of 24. The membership amount was to be charged monthly. On the 3rd month I had fraudulent activity on my credit card. I contacted Elevate several times to update my card information. Every time I called I was told they couldn’t do anything to update the card information. The general manager and assistant general manager could help. I requested a call back, but never received one. During summer break we took a family vacation to San Diego. Upon returning I tried again. I spoke with Sierra. A supervisor at Elevate. She said she could not update the card information over the phone, but if myself or husband brought the card in we would be fine. We could pay the amount owed and and would be charged again in 1 month. I specifically asked her if the payment would go to any previous balance. She said no since you haven’t been here the amount will catch you up and going forward it would be fine. My husband brought the card in and asked the same question asking what exactly am I paying for. She states the same thing. He went in again several days after that and he was told in front of my 3 small children that we owed money and until rectified they could not jump. He left not understanding why and called me at work. I was very upset and called the location. I asked to speak with a supervisor when I called. The person who answered the phone said how may I help you. I proceeded to tell him everything. He then said I’m not a manager. I asked him why he let me continue he said sorry and then transferred me to another person. The 2nd person was not a supervisor either. I was told she was busy. I said I would wait on the phone until she wasn’t. When she did answer she apologized for the prior two employees who wasted my time and I would receive a call back. When I heard the gm vm she said I’d have to pay again. Why after all of this do I need to pay especially when I called 5 times to fix it and was lied to????

  Business Response

  Date: 06/27/2024

  Hello,

  My name is John Laydon and I'm the CEO of Elevate Trampoline Parks. Thank you for flagging this concern to our corporate office. I had our Operations Director, Kylie Sparks, reach out to Danielle to discuss the issue further.  Kylie had a great conversation with Danielle and apologized for the confusion caused by the staff at our Tucson Park. In addition, Kylie credited Danielle's account for half of their last payment for their membership as a token of our appreciation for their loyalty and also to apologize for the inconvenience Danielle and her family experienced. Danielle was extremely kind on the phone and was appreciative for our quick response once it hit our desk. She mentioned that she loves our Tucson location and intends to continue to frequent it with her family. Additionally, we will be re-training the staff at the Tucson Park regarding how to properly manage concerns around credit card fraud.

  Thanks,

  John Laydon

  Customer Answer

  Date: 06/27/2024

  
  
  Better Business Bureau:
  
  
  
  I truly appreciate the quick response. I only wish I could have been able to speak with them before filing a complaint. They were very kind and helped me resolve the issue right away. My family will continue to go to Elevate. They truly have a great facility. A nice cool place for my kids to go during the hot Arizona summers. Thank you again for your help in resolving my issue. 
  
  
  
  Regards,
  
  
  
  Danielle Engelhart
  
  
  
   
  

• Initial Complaint

  Date:03/14/2023

  Type:Billing 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.

  I booked a birthday party for my granddaughter. I Paid the deposit. I was the only person named on the contract:agreement.
  The agreement was between me and Elevate, however, a person who had nothing to do with the agreement called, asked for and was sent a copy of my invoice which included my credit card info. When I spoke with the manager she was very apologetic. When i spoke with the general manager she did not take a professional approach, said when people call and ask for info that’s involved with the party, they give it to them. She was unwilling to offer a discount on my monthly elite membership for one or two months when I asked, show that they were in the wrong. The GM from The Peoria park got it right. I called that park hoping to speak with the owner. She said she would have made sure the issue was resolved and make it a teaching moment. The GM in Tucson didn’t want to talk anymore and threatened to hang up when I mentioned it was bad business practice to give my contract info with someone who lied to them and name was no where on the paperwork. The park should not have given out my invoice. I sent an email to corporate but to date I have not received a response. This occurred Feb 26, 2023