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:03/05/2025

  Type:Product 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 had an incredibly frustrating and disappointing experience with Sky Zone Mission Viejos billing and customer service. After months of being charged for duplicate memberships, I discovered that ******** had mistakenly set up unauthorized accounts in my name and for one of my children. Despite multiple emails and attempts to rectify the issue, their team repeatedly failed to acknowledge their error and refused to provide a full refund for the fraudulent *********** Zones negligence in informing customers about duplicate accounts is unacceptable. Their billing system is clearly flawed, and instead of taking accountability, they dragged out the resolution process with slow responses and inadequate solutions. Even when I pointed out the issue multiple times, they insisted that I had signed up for these membershipsdespite the fact that I NEVER authorized an account for myself and had only intended to maintain memberships for my three children.Instead of issuing a full refund, they attempted to placate me with an electronic gift card for a partial amount. When I requested copies of my check-in history and other documentation to support my case, they refused to provide the necessary information, making it clear they were unwilling to be transparent about their mistakes.After reading other online complaints, I realized I am not the only customer who has dealt with this type of issue at Sky Zone. Others have reported similar billing problems and a lack of resolution from customer service. This seems to be an ongoing problem that they have no interest in fixing.I strongly advise anyone considering a membership at ******** to be extremely cautious. Their poor customer service, refusal to take responsibility for errors, and shady billing practices make this location completely untrustworthy. I urge others to think twice before signing up for anything with Sky Zone Mission Viejo

• Initial Complaint

  Date:09/29/2024

  Type:Product 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.

  Last month I noticed an unauthorized charge from Skyzone on my credit card statement. I thought someone stole my credit card details and had a fun day. I immediately cancelled my card. I have only ever been to skyzone one time over a year ago. It was a special treat for my kids since it is expensive and not in our normal budget. I disputed the charge. Today I got an email from ******* because this months payment didnt go through. So I called them and spoke to a manager. Apparently I have been being charged for a two person membership for over a year. I never signed/ authorized a membership. The manager did not offer anything to correct this issue. She said she cancelled the membership but was unable to give me a cancellation number. She did not want to give me her name. I have been unable to find a number to call corporate to address this issue. The practice of auto signing folks up for a monthly membership without permission is completely shady and thievery. I would like my cancellation number aand a refund for the last 12 months.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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 party for my son's 10th birthday party and paid in full online. The website had a 15% coupon that I applied to the order and everything went through fine. I get a call a couple days before the party to tell me the discount amount didn't apply and I owe even though I had an invoice where the discount was applied. If the discount was invalid why would it be accepted online. I was completely upset and the manager did not once apologize for the inconvenience and acted as though I was the problem for applying a discount code that was provided on the website. I think this company needs investigation into their business practices. Who knows how many families have had to accept additional charges days before their child's party due to false advertisement. Very unprofessional and unethical company. I would not recommend anyone plan parties with them.

• Initial Complaint

  Date:04/16/2024

  Type:Order 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 paid for my child's friend for 1 month. I asked the employee at the register to make sure it's only for 1 month. The place was packed and the line was out the door. So to speed things up the employee filled out the form and at the end asked me to swipe my card. That was it. To my surprise I find out 6 months later that I've been getting charged $33.99 per month for my childs friend. So I reached out to Sky **** and of course they are ready with copy and paste replies because it's all apart of their shady business practices. They said that I signed the agreement electronically. They said the kid came back a few times, months later on his own and used the same membership. So they can not offer me a refund but are willing to give me 3 free months. They are completely ignoring the fact that their employee filled out the form and just asked me to pay without any knowledge of being signed up for a monthly plan even after I asked the employee to make sure it's only for 1 month. They have a lot of locations the one I am referring to is at **********************************************. I only Paid for the child for 1 month totaling $33.99. The rest of the 5 months of $33.99 = to $169.95 in un authorized charges.They keep emailing saying the same thing and not acknowledging the fact that their employee filled out the form....not me. I did not sign anything.

• Initial Complaint

  Date:02/04/2024

  Type:Product 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.

  Skyzone Mission Viejo keeps charging me a monthly membership fee. I have called and left messages for them repeatedly (the only way to contact them because they don't answer their phone), but they never call me back and keep charging my card. This is fraudulent. I request that they provide an email address on their website for billing disputes (for all people who have this problem) and respond to all emails.

• Initial Complaint

  Date:10/26/2023

  Type:Product 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 purchased a membership for $30/ month for my children as it cost the same as a ticket. I was careful to ask what dates the membership needed to be cancelled by and put it in my calendar. On the day the service person told me I would need to cancel by, I did so online. 2 days later Sky **** said it would be cancelled, but billed for the next cycle. I went back and forth via email explaining that I had cancelled and they had no authorization to charge me again. They refused to refund my card continuously, even though they had my cancellation, my clear request to not charge my card further and no intent to further use the membership. They cited that I needed three days to cancel in a contract that I had never seen, even after I had worked with an employee upon purchase to be absolutely clear what day I would need to cancel by.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair 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 went to DEFY, in Mission Viejo, CA and signed my daughter up for a monthly trampoline pass in June of 2021. It was a monthly autopay subscription of $27/month. I was required to keep the pass for a minimum of 3 months. I kept the pass for approximately year. In july of 2022 went in to the location to cancel the pass. I was told I had to do it online. After some pushback from the gentleman at the front desk, he eventually helped me create an online profile and walked me through the cancelation process. I got an email stating that they received my request to cancel as well as a follow up email stating my cancelation was processed and letting me know that my daughter could continue to jump there until 8/5/2022, when that months pass expired. They are still charging me. They were charging me under the name Circustrixoc up through the August payment, which is on payment past when the cancelation was supposed to have gone into effect. Then September through December they began charging me through the name Sky ***** same day of the month same amount. Circus Trix, Defy, and Sky **** are part of the corporate organization. I cancelled online, under their employees direction. I have made 4 attempts to speak to someone at the "Circus Trix Franchise HQ" ************, this resulted in me leaving 4 voicemails with no response. This is the only phone number I could find online. The number on my credit card statement, ************, will not connect. I have filed disputes on the charges through my credit card company, Citi, (the notes state "this case will close no later than Feb 20, 2023") but I have received additional charges since filling the dispute through Citi. I have responded to the email confirming my cancelation. I have reached using the contact us tab on their website.