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:10/21/2024

  Type:Product 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.

  Sept. 21st my daughters party was flooded with used toilet water at Surge Adventure Park contaminated with urine and f**** that managed to spread 10ft + under the watchful eye of the surge employee who had a chair stationed right at the bathroom where he was supposed to be managing the sewage spill but instead played on his phone the entire time. It managed to soak and damage our belongings that were placed at the bench alongside the wall and continued down to the door on the other side. Our party host had to stop attending to our party due to staffing shortages to assist with the sewage cleanup despite the fact that Surge Adventure Park boast in their online booking for party packages to allegedly have the most attentive party hosts in the area! Our party hosts are dedicated to making your birthday party or special event a positive and unforgettable experience for children and adults alike!... It was surely unforgettable but for all the wrong reasons.Upon checking out, I was then charged twice for our party. We were also provided the contact info for upper management and advised that we would either receive a full refund or a free party. I opted for the full refund to which management assured me they would refund the accidental overcharge as well & will confirm the additional reimbursement with their supervisor and would contact me back. After 3 weeks of having to contact management back after not receiving call backs I am then told that management said they will do a partial refund and throw in free passes. I asked the manager to confirm the partial refund would already be initiated the same day and that I would still like for management to honor their word and issue the full reimbursement. He claimed he would initiate the refund & speak with his supervisor again. This was stated last week and no refund/passes has been honored and I can no longer reach anybody from management on the phone.I am seeking the full refund of $328.55 as promised.

  Business Response

  Date: 10/22/2024

  Thank you for bringing this matter to our attention. We take all feedback seriously and strive to resolve any issues that arise.
  We reached out to the guest regarding their experience and sincerely apologize for the inconvenience caused during their daughters party. Although the guest refused our offer of a 50% discount on the party and additional jump passes, we initiated the 50% discount anyway as a gesture of goodwill, given that the guest stayed for the entirety of the event.
  We understand the situation was less than ideal, and we are committed to ensuring that our guests have positive experiences. If you need any further information, please feel free to reach out.
  

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is a concerning and apparent lack of ethics and effective communication within this company, which has become increasingly evident based on the falsified response to the formal complaint I submitted. Initially, I was assured by management at the **************************************** that I would receive a full refund. In addition to this promise, I was guaranteed a timely follow-up by management to ensure that this issue was adequately addressed and that the resolution I was promised was successfully completed. Unfortunately, this company has failed to uphold its commitment, and despite my numerous efforts to reach out, I have not received any return calls or communication regarding the resolution of this matter.
  
  After waiting an excessive amount of time with no updates, I was disheartened to receive only a partial refund 31 days after the issue was raised, despite having brought my concerns to management's attention multiple times. This belated acknowledgment of the problem is not only inadequate but also reflects a disregard for customer satisfaction and service quality. The unfortunate necessity of having to escalate this matter by filing a complaint with the Better Business Bureau is a clear indication of the lack of good will and professionalism displayed by this company. Such actions, or lack thereof, are not just disappointing; they are unacceptable in a customer-focused business environment. I had hoped for a resolution that aligned with the values the company purported to uphold, but instead, I have been left feeling ignored and undervalued as a customer.
  
  Regards,
  
  **** *********
  
  
  
  
  

• Initial Complaint

  Date:06/11/2024

  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.

  they charged me for a person who wasnt there and refuse to refund me, i dont want to have an hour of jumping in a **********************. i literally JUST want a refund but they refuse and told me to get it on a day they were closed. there is no number for corporate unless you deal with very very rude employees and i am just tired. it was an awful experience to go, but i just want the money they stole from me.

  Business Response

  Date: 06/11/2024

  Hi, this matter was already resolved in-store with ********************. Please see attachment.

  Please let me know if you need anything further. 

   

  Thank you

  Customer Answer

  Date: 06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I have confirmed it has been completed. If the company needs more from me I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************