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Business Profile

Trampolines

Altitude Trampoline Park LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/12/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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’d like to share about a disturbing experience that you should be aware of that occurred on January 9, 2025 at the Altitude Trampoline Park in Leesburg, VA. As annual pass holders, our six-year-old daughter, my wife, and I went to the Altitude to enjoy the trampoline park. As we arrived, ******* *******, the manager, told us that the facility was at capacity and it would be at least an hour before folks would be allowed in, we asked the manager if it would be possible to provide feedback to corporate to help address these recurring issues, a reasonable request. In response, the manager told us to leave immediately and threatened to call the police. We were shocked to hear that the manager threated to call the police when all we requested was to provide feedback to senior management. While we were understandably frustrated by the situation and the manager’s dismissiveness of our request to pass along our feedback, we were respectful and civil at all times. At no time, did we yell, threaten or use inappropriate language. Multiple witnesses can testify to this.

    When asked what law or Altitude’s rules we violated, the manager walked away and proceeded to call the Leesburg police. The police, in full gear and guns holstered, arrived ten minutes later and asked us about what happened. The police also talked to the manager and confirmed that no laws or rules have been violated and appeared confused as to why the manager decided to call law enforcement at all.

    The police told us that the Altitude manager has banned my wife and myself from the facility for life. When we asked why we were banned, the manager did not provide an answer. To this day, nothing has been provided verbally or in writing explaining the “lifetime ban”.

    We believe that civilly providing feedback on a recurring issue (as others have repeatedly done on Facebook and Yelp reviews), does not warrant calling the police or banning a member. We're kindly requesting an apology and removal of the ban.

  • Initial Complaint

    Date:08/27/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Do not get a membership here. It is almost impossible to cancel. I spoke with a "manager" back in March of 2024, 6 months ago when I first signed up. This person lied to me, stating that he was a manager and would cancel everything that day-- not to worry. This person was very compassionate about my son's broken ankle and assured me I would not be charged again. I was charged every month, despite this conversation, and no email as promised. Today, I spoke to another "manager" who promised an email verification of the refund and a cancellation of membership. I received NO email and NO refund on my credit card. I cancelled my credit card due to this fraudulent activity. This is no way to run a business. I was lied to. Yes, I signed a three-month contract, but once my son broke his ankle, they promised a 100% cancellation. The "manager" didn't keep his word, so I am left paying for those first 3 months. I am, however, putting a dispute on the last three months where I was promised a refund and a cancellation of membership and have not received it.

  • Initial Complaint

    Date:04/01/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 had a birthday party for my daughter here on Saturday, 3/30/24. We were not able to arrive 15 minutes early as we were told we could. I was told this was due to an OSHA issue due to something that wasn't closed correctly the night before from what the staff advised, but they were very abrupt and defensive when telling us this information. When we were finally let in, the staff made us feel very rushed and uncomfortable.

    There was only 1 party attendant working that day and we were not the only party there so everything was very delayed. We had some guests that got in the regular check in line when they arrived because no one was working the birthday check/ in line. When they finally got to the counter, they were told to move to the birthday side of the counter and waited quite a while longer for someone to finally help them. The birthday party attendant did advise that she was the only one there to help with the party things after I asked for my daughter's birthday shirt that hadn't been given out yet, but I don't understand why more of the staff couldn't help her to make things run smoothly.

    The foam block pit with the diving board had an issue and was not blocked off until well after opening. One of our guests used it and got a very bad sprained ankle from the pit not being filled up enough which we later found out was the issue when they finally did get that area taped off. She went to urgent care and got X-rays and can't walk on that ankle at all. That is a serious safety concern that should have been addressed before letting anyone in the building. I don't understand why this wasn't done sooner, considering we weren't allowed in early like we were supposed to be - I would have thought this is something the staff would have taken care of during that time.

    We spent a good amount of money on the birthday party package, and I can't believe the amount of issues it came with.

    (I sent the business an email about this as well).

  • Initial Complaint

    Date:02/14/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 consistently attempted to cancel my children's "jump" membership since November of 2023. I have spoken with different "managers" while there and on the phone who have ensured that the memberships would be taken care of that day **** ***** ****** and I have went into the location to get the membership cancelled where they have, each time, told me they are too busy and to write my name and number down on a sticky note. I have never received a call back, never been contacted by a manager, and my memberships were never cancelled.

    November 9, 2023 - called and left message to cancel membership - no call back.
    November 11, 2023 - charged for membership
    December 11, 2023 - charged for membership
    December 15, 2023 - went into location to request another cancellation. Left name and number. No call back.
    January 11, 2024 - charged for membership
    January 18, 2024 - called and left message to cancel membership - no call back.
    January 25, 2024 - called and left another message to cancel membership - no call back.
    January 26, 2024 - went into location again to request membership to be cancelled yet again. Left name and number. No call back.
    February 11, 2024 - charged for membership.
    February 12, 2024 - called and spoke to Nate who ensured me that he would physically go to the back office computer and cancel immediately and that I would receive a cancellation email.
    February 13, 2024 - still have not received cancellation email so I called my bank and we issued a stop payment and they also cancelled and issued me a new debit card.

Altitude Trampoline Park LLC is NOT a BBB Accredited Business.

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