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:03/09/2025

  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 purchased a membership to ******* on Urton Lane in Louisville Kentucky in early November 2024. Later that month, I attempted to cancel my membership.
  
  Account cancellation appears to be purposefully obtuse. There is no interface to cancel through their membership portal, account management, or anywhere else that I could find. The only way I found how to do it was through ******** how to cancel my account and finding a direct link to a cancellation form.
  
  The form says after you submit, your request will be processed in 1-2 business days. I never heard back. Only months later did I realize they've continued to charge me, and didn't cancel my account.
  
  I contacted online support through their chat system, and they were helpful in cancelling my account. The would not refund me or discuss their cancellation system.
  
  I believe they are purposefully making it difficult to cancel an account to continue to charge people.

• Initial Complaint

  Date:08/21/2023

  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.

  On June 21/22, I bought a one-month membership for my grandsons at Defy trampoline park $42.38. My grandsons were returning to their home in FL on 7/22, so the expiration of 7/22 that was stated on all the digital documents was perfect. However, when I saw my bank statement on Aug 9, I saw another $42.38 had been charged to my debit card 7/24/23 from Defy with “recurring payment” description. I had to try to call numerous times before I was able to even leave a message. I left multiple messages with no call back. Finally got through to a human and they say they can’t help me and can’t refund because the “documents” I signed indicated it was a recurring membership if not canceled. When you are signing up, there are loud kids, loud music, lines of kids waiting to get in etc and there is not time to read every word of the DIGITAL documents (no paper!). so, I am being charged for a month I haven’t used and can’t use since my grandsons live in FL and won’t be back until next summer. I am a 68 year old grandmother with osteoporosis; I won’t be jumping on trampolines! In my opinion, they just rely on the lack of time to read everything and know that some people won’t even notice the charge. as soon as my bank statement was available, I found the issue. if the person who signed me up I. June told me I had to cancel before expiration, I did NOT hear him. But again, it is a loud environment and difficult to hear what they are saying, especially for an “older” patron.