Complaints

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• Initial Complaint

  Date:02/23/2025

  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.

  I booked a birthday party for my child at Elevate Trampoline Park in Champaign, IL on February 9, 2025 . I was met with unprofessional teenage staff, ridiculous hidden fees, unsafe conditions, and what I strongly believe was outright discrimination.
  
  1. Horrible Customer Service & Unfair Charges
  
  • I prepaid for 15 kids, but only 10 showed up. When I asked if I could get a refund or discount for the missing guests, I was flatly told, “No, it doesn’t matter if they come or not.” No business should charge for services that weren’t rendered.
  
  • The “party room” was a joke—two tiny benches and a single table, barely fitting the children. Adults had nowhere to sit, and when we tried to sit on an empty bench, we were told we had to pay $50 extra just to sit down.
  
  • We finished in the birthday area early, so we told the kids they could go play while we cleaned—but staff actively stopped them from jumping, claiming their time was up. Nowhere in the booking was this restriction made clear.
  
  2. Unsafe Conditions & Negligent Staff
  
  • My 5-year-old child and his friends were bullied TWICE by much older kids (around 10 years old). The so-called “supervisors” on duty did absolutely nothing—I had to personally intervene and speak to the parents of the older children.
  
  • The staff spent most of their time huddled together, laughing and playing on their phones, instead of ensuring safety or enforcing rules fairly.
  
  
  3. Discrimination & Unfair Treatment
  
  • The supervisors ignored other families breaking rules, but when it came to my family, they were quick to enforce unnecessary restrictions and push back against any concerns.
  
  • I was even told to check my email for “fine print” rules, as if I were too dumb to read the terms properly. The condescending, dismissive attitude of the staff made me feel targeted and unwelcome.

  Business Response

  Date: 02/26/2025

  We are working to communicate directly with **** on this complaint and to correct the actions of our staff. 

  I have sent an email to **** at 9:30am on February 26th with information to give us a call or provide us with the best number to reach out to resolve this issue.