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:03/29/2025

  Type:Delivery 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.

  I purchased 2 tickets. I didn't get the tickets nor was a confirmation email sent to me. They took my money but have not delivered the tickets for the event and I have no confirmation email. Just proof that the money was taken from my account.

  Business Response

  Date: 05/02/2025

  Hi there,
  
  Thanks for reaching out! Our team re-sent your confirmation email on Sunday, April 20th, and we didnt hear back at the time. As the event has now passed, were unfortunately unable to issue a refund.
  
  We do appreciate you getting in touch and are always happy to help with any future bookings or questions!
  
  

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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.

  11/29/2024 date.They are falsely or deceptively totaling amounts on tickets charged. They have completely stopped responding. They have NO number they're disclosing for issues. FareHarbor is the number on the charge and they are completely avoiding any accountability or providing contact info outside of an email that does not get responded to, yet they have a whole contract with them to process payments but said they cannot contact them. These are lies.

  Customer Answer

  Date: 04/21/2025

  They are telling me a different price than what's on the invoice and the invoice still does not add up to more than ***** as the full total.

  Business Response

  Date: 04/23/2025

  Hi there,
  
  Thank you for reaching out and giving us an opportunity to respond to your email.  On April 14th we reviewed the charges, and shared the breakdown of costs with you via email.
  We understand that there has been some confusion, but based on this breakdown, all fees are accurate, and were unable to process a refund at this time. We hope this clarifies the situation.
  If you have any further questions or need assistance, please dont hesitate to reach out.
  
  Best regards,
  Customer Service Manager

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23117655
  
  I am rejecting this response because: those are not and were not the charges, which are shown by the invoice sent to my email, the customer. The invoice clearly shows manipulative and problematic billing practices.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/19/2025

  It's resolved.

• Initial Complaint

  Date:11/13/2024

  Type:Order 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.

  I purchased 4 tickets for the event in *************************** on Sept 20th, 2024. The tickets were for Nov 9th, 2024 from 7:00pm-10:00pm. The purchase price was $196.20. I received confirmation for my 4 tickets at this price for this day and time. I then received an email less than 1 week before the event changing my time slot to 3:00pm-6:00pm. I notified them that I could not attend during this time and asked them to please refund my money. I was working as a nurse during the new time frame and explained this, the business refused to refund my money.

  Business Response

  Date: 11/25/2024

  Hi there, 

  Thank you for reaching out. As stated in the terms agreed to during the ticket purchase process, all same-day time changes are not eligible for a refund. We hope this clarifies the situation.
  
  Kind regards,

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22553765
  
  I am rejecting this response because: I purchased a ticket for a specific time and this was not honored. The company changed my time. If this is how they operate they should just sell a ticket for a day and your time will be provided after purchase. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to us and giving us the opportunity to respond.
  
  Please note that tickets are non-refundable unless the event is canceled. Unfortunately, we are unable to issue refunds for same-day time changes. These terms and conditions are agreed to by all participants during the checkout process.
  
  For more details, you can view our full refund policy here: ************************************************************************.
  
  We appreciate your understanding. 
  

• Initial Complaint

  Date:10/25/2024

  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.

  Said business had an event via Big Bounce America that scheduled to take place on Sep 29th I purchased 5 tickets for the event that was canceled same day. I was emailed that a full refund would be given upon request which has been done on several occasions. I have received emails from XL EVENT LAB... Fever that I would receive a full refund with in 3-5 business days and as of today Oct 25, 2024 I have not received a full refund. I have attempt to reach this company by phone with no phone number found

  Business Response

  Date: 11/21/2024

  Hi there,
  
  Thank you for reaching out to us! We appreciate the opportunity to assist you.
  
  Ive reviewed your ticket and can confirm that the refund for all 5 tickets has already been processed.  We responded to your original email on October 23rd, confirming that the team was working on your refund. You should have received a notification about the refund being processed. If you're having trouble finding this information, don't hesitate to reach out to us again, and well make sure to resolve the issue. If youre still unable to find the refund on any of your recent statements, wed be happy to help you further investigate. Please feel free to email us at ****************************************************** and our team will gladly look into this for you.
  
  Thanks again for contacting us!
  

• Initial Complaint

  Date:08/31/2024

  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.

  We selected 6:30 pm because that is what worked for us. They changed it to 7:00 pm, which we could make work. Then they sent several (one of three is attached) confusing emails about rescheuling, which turned out to be an error, but no less confusing. Then they changed our start time to 3:30 pm, which would not work for us at all, because we had a committment. There is not process for refund or even a credit to come back another day. Nothing. Take it or leave it. The whole process was awful.

• Initial Complaint

  Date:08/13/2024

  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 need the full refund of $76.30 plus $10 for parking. You can see the first screen shot below of my confirmation email from a week earlier when I bought the tickets. Then the second one came less than 24 hours before the reservation and went to my junk mail. And in that email it never even said sorry we have to change your time or anything like that. This must be rectified please. Im a single dad with 2 kids that were super excited all week to go to this event. We drove an hour and 45 minutes to be told about this change. The staff was rude until they realized and admitted the mistake of the company. They told me to contact the company for a refund. Company said they can only give me a voucher. This is unacceptable given this was the last weekend of the event. They wanted to give me a voucher for 10am the next morning which was the last session. I did not have the boys that morning so that wasn't an option not to mention the hour and 45 min drive and gas!

• Initial Complaint

  Date:07/03/2024

  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.

  Purchased tickets for this event and drove over 2 hours to get there on June 14th. Event was canceled due to bad weather within 30 minutes of arriving and we were told to go online and send an email to get a refund but its been weeks and we have gotten zero response in our many requests for a refund.

• Initial Complaint

  Date:06/24/2024

  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.

  We attended one of their events on 6/15/2024. Within 5 minutes of entering, multiple bounce structures began to collapse. We were hesitant, but felt they may have had the situation under control. However, less than 15 minutes later, my children were on one of their bounce castles when it began to collapse. A siren began going off and terrified event goers were frantically attempting to get off the ride. Small children began to fall as bigger individuals stumbled upon them. We were fearful our children would be trampled and fought our way through the collapsing structure to grab them.Staff workers for this event are mostly volunteers and were clearly overwhelmed and unaware of how to handle the circumstances. We do not believe they had proper training. After only 25 minutes at the event, we asked to speak to a manager of any sort- however no employee/volunteer could tell us who that was. Under duress, not a single person could pinpoint who was in charge and that brought some alarm given the nature of what could potentially go wrong in such a wide scale event.We insisted on a refund in which a volunteer could only direct us to the companys website. We also felt the company should be informed of what had transpired and acknowledge the safety concerns as something potentially serious. We most have not heard back from any representative or employee from The Big Bounce of America, despite multiple emails (were confirmed as received) and further attempts to reach anybody representing the company on social media.This event is disorganized and uncommunicative. They do not seem to have any particular safety procedures or proper protocols in place that could assure the safety of event goers, especially children, despite the nature of the event. Even upon the structures collapsing, we would find young children dangerously hiding underneath them, yet not a single staff member or security guard was present to enforce order and safety for all.

• Initial Complaint

  Date:06/18/2024

  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 purchased 4 tickets to Big Bounce House America on January 17, 2024, for $76.30. Reference number *********************** charged by FH* Big Bounce Ame via www.thebigbounceamerica.com website. The tickets were for June 9, 2024. When we got there, they closed all the bounce houses due to heavy rain. They told us to proceed to the exit and speak to the people in the front about a refund. They said they dont give refunds and that I must speak to someone online. No one replied back from their website. Please help! I am willing to speak to the news about this company.

• Initial Complaint

  Date:09/27/2022

  Type:Product 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 originally purchased tickets (3 Juniors, 1 Toddler, 2 Participating Parent/Carers) to the Junior Session of The Big Bounce America - Columbus ** ************* | **************************************************************** (Confirmation # *********) on June 4, 2022. My credit card was charged on June 6, 2022 in the amount of $209.28. The event was scheduled for July 16, 2022 from 9:00AM-12:00PM. I received an email on June 28, 2022 informing me that "Unfortunately, due to unexpected issues with our proposed venue we have no choice but to postpone our ******** stop on our 2022 tour. Were just as disappointed as you are but rest assured that our team is working hard behind the scenes to finalise details with our replacement venue. Well update existing ticket holders with that information as soon as possible." and that the event was rescheduled to 23rd-25th September 2022. On September 9, 2022 I emailed The Big Bounce to inquire what the new venue was. I received a response from CSR ***** on September 12, 2022 that they would be located at *************. I had received a separate notification just 3 hours earlier on September 12, 2022 that this was again rebooked for October 8. This time it stated "Due to logistical reasons, we will now be in ******** on the 7th-9th October 2022." Unfortunately, that date didn't work and I submitted a request for a refund on 9/12/22. I have yet to receive the refund on my credit card and have not received a confirmation email or updates regarding the refund. I inquired 3 separate times on 9/21, 9/23, and 9/26 about the refund without response. I also contacted ****************** and learned that they have never had a contract with The Big Bounce, but The Big Bounce continues to advertise it as their venue. I would like a full refund immediately and for The Big Bounce to stop advertising dates and locations that they have no ability to deliver on.

  Business Response

  Date: 10/06/2022

  Thank you for providing us with the opportunity to review and respond to this complaint. The customer is in the process of being fully refunded. In regards to the concern regarding the venue location of the event, the venue was in fact booked for the dates in question, however the event unfortunately had to be postponed and the event is in the process of moving to a new venue. Our website has been updated to reflect this.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18137826
  
  I am rejecting this response because:

  I have not received my refund, nor any response regarding the details and status of my refund.  If my refund is being processed, please provide details including a firm date.  Also, the venue was never updated on their website.  They did, however, just send me an email today notifying me that the event was rescheduled to May 6, 2023, but still at the same venue.  This email also makes it seem like they didn't receive my prior refund request and I would need to submit another.  I responded to this email stating that I had already cancelled and requested a refund the last time they rescheduled and I asked for an update on my refund.  They responded with the following canned message: 

  "Hi there,
  
  
  Your inquiry has been received and a member of our team will respond soon. We aim to respond to the majority of emails within 24 hours, but during busy periods this may extend to 36 hours. During busy periods we prioritize emails about events being held this week before responding to those that are for the coming weeks.
  
  
  You can also check www.thebigbounceamerica.com/FAQ which answers most of our commonly asked questions. 
  
  
  For alerts when we're back nearby you can sign up at www.thebigbounceamerica.com/updates
  
  
  Big Bounce America"

  So far, no one has responded, but it hasn't yet been ***** hours.  If I receive a response within ***** hours I'll be shocked, as it's been nearly a month of me writing emails asking for an update on my refund with zero response.

  If my refund is already being processed, then why would I receive this notification?  Also, my wife called and spoke to ************* and they confirmed that they never had a contract with The Big Bounce America for the venue.  Why would they lie to her about that?  Also, as you can see below, they have blamed the most recent reschedule on "logistical reasons outside of [their] control."  I would like to know what that means, because it appears that they had sold tickets without having the venue booked, then "rescheduled" for an arbitrary date that they had no intent to deliver on.  They had also listed October 7-9 as rescheduled dates for two other cities (NY and ************).  Do they have 3 sets of equipment?  Or, were they falsely advertising?  You can see on their social media pages that there are other customers with similar concerns.  Some of these customers had indicated they had booked travel (rental vehicles and/or hotels) to be able to attend the scheduled dates/venues, only to find out last minute that the event had been "rescheduled" due to unforeseen logistical reasons.  This is a false reason for the rescheduling.  This was easily foreseen when they knew they didn't have a contract with the venue and they had events in 3 different cities scheduled at the same times and dates.  I believe the entire purpose of this is to string people along so they can continue to delay refunds and hope that customers will eventually give up or forget and they can keep the money.  This is fraud.  Here is the text of the event postponement email I received today:

  "Dear Bouncers,
  Thank you for purchasing tickets to The Big Bounce America event in Columbus.
  Due to logistical reasons outside of our control, we had to postpone your scheduled session. Weve now rebooked you into a new session and you can view those details below:
  Your New Session Details:
  SATURDAY, MAY 6, 2023 | JUNIOR SESSION | 9AM-12PM
  We will send your new tickets shortly via email. If you haven't received your tickets within 4 business days please check your junk/spam folders. Please take note of your timed bounce house slot as youll need this for entry on the world's biggest bounce house.
  For those who would like to retain their tickets for our upcoming Columbus event in 2023 will receive one complimentary ticket on us! Those who decide to keep their existing tickets will be sent their complimentary ticket by October 18th, 2022. Please follow this link to confirm your complimentary ticket https://bit.ly/3CflQrk.
  Refund Request:
  Should you be unable to attend this rescheduled session you can apply for a full refund. Simply follow this link https://bit.ly/3CflQrk to fill out the form.
  Our team is working hard to rebook and respond to everyones emails, so please be patient and well respond to you as soon as we can.
  We cant wait to bounce with you all soon!
  Many thanks,
  The Big Bounce America Team"
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/13/2022

  Thanks again for providing us with the opportunity to respond to this complaint. An email was sent to the customer on 10/11/2022 at ******* EST to confirm that a refund totaling $209.28 was issued to MasterCard ending ***3. Per the email, it may take up to ******************************* bank to return the funds.

  Customer Answer

  Date: 10/20/2022

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