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:04/10/2024

  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.

  I signed my child up for a month of jumping at Skyzone Greenfield. I did this monthly for a few months, then they had a special promotion for a year of jump which we signed up for. But Skyzone keeps charging me the monthly fee even though we are on a yearly special. I've contacted my bank and Skyzone about this and I get my money back through my bank (not Skyzone), but I want them to stop charging me. When I called Skyzone (twice now) they assured me they were fixing the problem. Not so far. I'll try the next level whether it's District Manager or whatever, but I don't want to change my bank card and have to fix all the legitimate bills that card covers.

  Business Response

  Date: 04/16/2024

  Hello
  
  I received the detail of your visit and wanted to follow up with you.
  
  Customers Statement of the Problem:
  I signed my child up for a month of jumping at Skyzone Greenfield. I did this monthly for a few months, then they had a special promotion for a year of jump which we signed up for. But Skyzone keeps charging me the monthly fee even though we are on a yearly special. I've contacted my bank and Skyzone about this and I get my money back through my bank (not Skyzone), but I want them to stop charging me. When I called Skyzone (twice now) they assured me they were fixing the problem. Not so far. I'll try the next level whether it's District Manager or whatever, but I don't want to change my bank card and have to fix all the legitimate bills that card covers
  
  I researched to see if the account was deactivated and it appears to have deactivated back in October and the Annual pass was set up in November.
  
  However, we do apologize again for any inconvenience.

  I will use the detail that you provided to encourage better processes and policies throughout the park.
  
  Kind Regards,
  
  Sky Zone Greenfield

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I've attached a screenshot of my bank account showing ********************** is still charging monthly fees to my card. I get my money back when I call my bank, but I shouldn't have too. My next step is to cancel the card and get one re-issued, but that will cause problems with all my legitimate monthly bills. 

  Maybe they will fix their billing processes, but I'm not optimistic with my continued billing problem. I've stopped calling the store to try to fix this as I've tried that three times now and nothing has changed. 
  
  Regards,
  
  *******************

  Business Response

  Date: 04/24/2024

  According to our records, there was no communication of calling I have checked our phone records in our call center I have went and checked voicemails on all phones there was nothing by *******************. He does have a membership with us but it is an Annual Membership it is a one time payment that we collect one time and it does last all year but our policy is No Refunds and All Sales Are Final, when he did sign up with us he did sign an agreement form . I understand the customers concern of the multiple charges there has been many times were he has been here before, before he has sighed up for a Membership. Therefore there is nothing more on our part that we can do because he did sign that agreement form and also there have been no call records and or voicemails that have been left.

• Initial Complaint

  Date:03/25/2024

  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.

  My daughter and her friend went to sky zones glow night on March 16. I purchased the ticket ahead of time, which was $33.75 (including tax). The website claims 2 hours of jump time, and suggests arriving thirty minutes prior.I dropped my daughter and her friend off at 7:30, for an 8 pm start. They did not get in to actually start jumping until 9pm, due to the mismanagement of the crowds. $33 is a lot of money to spend for one hour of jump time, when it is being advertised as two. The business has the responsibility to deliver on what is being offered, even it means selling less tickets, or hiring more staff.Since they advised people to show up 30 minutes early, it would have made sense to ************ in early, instead of making people wait outside until 8. With their method, no one will get the full amount of jump time.I sent a message through their website in an attempt to contact them to achieve a resolution, however did not receive a response.

  Business Response

  Date: 04/02/2024

  It is disappointing to hear that you did not get to enjoy GLOW that day.
  

  Just to clarify GLOW is a range that goes from 8pm-10pm, however that does not always mean that everyone attending GLOW will get two hours of jump time because check in processes do vary.

  The process for glow is that we check in Members first, that is part of the membership, to feel like VIP. Parties are also priority guests.

  We have updated the website so that guests are not arriving early.
  
  I will use the detail that you provided to encourage better processes with GLOW throughout the park.

  We would like to offer 60 minute jump passes to ******************************* family to return another time since we have a no refund policy.
  
  Kind Regards,
  
  Sky Zone Greenfield

• Initial Complaint

  Date:03/21/2024

  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.

  Online it states to arrive by 7:30pm for glow jump. Everyone was locked out, waiting outside until 8pm. Glow Jump is supposed to start at 8pm. My son didn't get checked in until 9pm, leaving him 1hr of Glow Jump for the absurd cost of $42.18! There were 3 lines, members, pre-purchased, and need to purchase. There wasn't anyone in the member line, but the entire time kids were skipping through the line stating they were checking in for a bday party and it was extending wait times for everyone else. The member line could have been used for bdays, but regardless, the doors should have opened at 7:30pm to allow time to get through check-in. My son's friend had purchased their ticket online, but that line was just as long and she only finished 2mins earlier than him. I am beyond upset and horrified that that amount of money would be acceptable for 1hr of jump. Fights were breaking out all night, it was completely unsafe! I filled out a survey regarding the lack of jump time and unsafe conditions. I received a response that only members and birthday parties are priority. There was no explanation why everyone was locked out at the time they were told to arrive, causing everyone that wasn't a "priority" to get at minimum 30 minutes less jump time. There was no explanation as to why the conditions were so unsafe or what would be done to prevent that in the future. I would like, at minimum, our billed amount to be refunded at an equal cost to at least 1hr of jump time. It is unacceptable to tell people to arrive 30 minutes early to force them to wait 90 minutes while charging them for 2 hours of jump time. That one hour they had to jump was repeatedly interrupted by the fights that were happening in the facility, so they didnt even have that full 1 hour to enjoy their time!

  Business Response

  Date: 03/30/2024

  In response to *********************************** complaint, Sky Zone did respond to clarify the **** process.

  Here is a break down of my response to ******************************* below

  "Hi ********
  Your complaint is in regards to long wait time in the line. 
  As a business that sells entertainment to the public, we cannot control the amount of foot traffic that walks through the door.
  We are limited on how many people we can let in during **** so we tried to have people arrive a little early because a lot of people will arrive and still need to do waivers.
  You stated that I did not offer a resolution , however, in my last response I did say that "I will use the detail that you provided to encourage better processes with **** throughout the park"
  Since then we have updated our website and we have already encouraged better check in processes.
  So I am a bit confused at why you would want to file a complaint with Better Business Bureau."

  We would have been more than happy to give her passes for another time since we have a no refund policy, however, she stated that she would never be back again.

  We would still be willing to give her passes for another time if she would like.

  Kind Regards

  Sky Zone Greenfield.

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My initial correspondence to the company was not solely a complaint about wait times, it was a completed survey that I filled out from an email I received requesting a survey about the jumping experience. When the response I received was that, "GLOW is a range that goes from 8pm-10pm, however that does not always mean that everyone attending GLOW will get two hours of jump time because check in processes do vary" I responded with a screenshot of what the company advertised on the website and ticket purchasing page. It was advertised that $31.99 was for 2 hours of GLOW jumping. I have attached this screenshot for confirmation of the false advertisement (SZ Glow).

  After I addressed the false advertisement, the companies response was to change the verbiage on their website to remove the false advertisement. Their website has since updated their website now stating that Glow jumping for 2 hours is not guaraunteed -spelling guaranteed incorrectly, twice. I have attached this screenshot for confirmation of the changes (SZ New). In my survey response I concluded that we had been summer pass holders previously but due to the experience and safety concerns we wouldn't be back. Not once was a voucher offered in either of the company responses to resolve the matter. While the company claims no refunds, it advertised $31.99 for 2 hours of glow jumping. It cannot pick and choose when to follow its advertisements/policies. I am requesting a reimbursement equivalent to a minimum 1 hour of jumping time as we did not receive the 2 hours as advertised at the time of the ticket purchase. If the company would like to offer a voucher for Glow jump that can be used at a different location, we would consider that option. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 04/06/2024

  In regards to ********************************* email, we did respond to her and we did apologize for her experience, we updated the details on the website multiple times, and offered to update the website, and we thanked  use the feedback she provided to encourage better check in processes throughout the park. Unfortunately when fights break out we do what we can physically to de-escalate and control the situation. Even though safety is one of our top priorities, we cannot control how guests behave. 

  We have a no refund policy so we would never offer that as a resolution, however, we would gladly offer jump passes to ***************************** to equate to to the hour of jump time she feels that she missed for her and her children.

  Please feel free to request your jump passes via *****************************************

• Initial Complaint

  Date:10/30/2023

  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 went to Skyzone right before the glow party and was told that I only had to pay $1 I said $1 thats it the employee said yes sign your waivers forms heres a risk band for one free drink. I said whats the catch he told me to give him a good review online. And he charged my card $1 on October 24th I was charged $126.56 I called and another employee by the name of ******** told me that it was for a membership and in order to cancel I had to pay $60 per membership. I advised her of the story before she told me about the $60 per person fee. She did not care about the story I told her she said that doesnt sound right I told her just because it doesnt sound right doesnt mean its not true. I was told I was paying $1 for a review I was not told about any monthly fees and I was rushed through the line and process because there was so many people in line. I was unaware that I was being signed up for a membership and I explained that several times to ******** and she said there was nothing that she could say. I even said they could keep the $126 and cancel moving forward I do not feel like its fair to charge me $60 per fee when I didnt even know it was a membership I was scammed into a membership.

  Business Response

  Date: 11/07/2023

  To Whom It May **************************

   

  This response is in regard to ****** W Sky Zone Greenfield Membership account/sale with ******************** Greenfield that was reported to the BBB of *********.

   

  I am the Operation Manager, and I personally gave her the best customer service that I could provide for the time that she arrived at Sky Zone Greenfield.

   

  She and her four children were requesting "Open Jump" admittance for 90 min. 

   

  However, Open Jump is only from 11am-8pm and we sell in increments of ******************************************** an All Day Pass for Open Jump admittance.

   

  I advised it would be about $42 per child if I were to ring them up for the Glow program.

   

  She complained about pricing and then I mentioned that we have membership options and explained the membership menu to her.

   

  We had a promotion for our membership program going on where you could obtain a membership for just one dollar down covering the entire first month the week of September 21st- September 28th.

   

  I explained to her that after the first month there would be a normal charge of $29.99 per membership and there was a three-month minimum before being eligible to cancel.

   

  When I reiterated all the options, she willingly chose to take the Membership option.

   

  There was also a membership contract sent to *************************** phone via text message that breaks down the three-month minimum that she signed and agreed to right in front of me during the sale. 

   

  Without the contract signed by the guest, our system will not even allow us to get to the next screen to pay.

   

  She arrived right before our Glow program which starts at 8pm-10pm

   

  The sale took place Saturday September 23^rd at 7:26 pm.

   

  Below is a screenshot of the proof the ************* the sale took place.

• Initial Complaint

  Date:07/23/2023

  Type:Customer Service 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.

  We purchased tickets online for the Glow Jump. After being there for a little while we looked into the family plans. Realizing that the monthly family plan for only $99 was less expensive then we just paid for 1 time I asked the manager if there was any way that we could use the current purchase towards the family plan. He told me yes and that as soon as someone was back from their break they could help me because he hasn't done it in a few months. I waited patiently and when they were back the manager told me that I could talk to someone that could help. When I got to the counter they realized that I had purchased online tickets and then told me that there was nothing they could do in the store. They said if I would have purchased the tickets at the store instead of online they would have been able to put the money towards the pass. I was told to call corporate and see if they could help me. The only info I could find online was to email. I sent an email and was basically told the same thing. Nothing they could do and I'm pretty sure it was still the store and not actually corporate. Overall very poor customer service and they lost a potential customer.

  Business Response

  Date: 07/25/2023

  All online purchases are non-refundable as clearly stated on the website at the point of purchase.  In future visits, if this guest wishes to take advantage of the membership program and its perks,  they are welcome to purchase it moving forward.  This is company policy and is clearly stated online when the original tickets were purchased.  

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please see the attached screenshots of email responses from an employee. They clearly state that if I would have purchased the tickets in the store they would have been willing and able to put the money paid towards the family plan. However because I bought them online they are trying to say there is nothing that they can do. It should not matter how I purchased them. If they are willing to do it for "in store" purchases then online purchases should be no different. The money all goes to the same place. This would be benefiting them in the longrun as they would be getting more money for me as the family plan is a minimum of a 3 month commitment...i am not asking for a refund. I would be spending more money there; not getting any money back...

  
  Regards,
  
  *********************************

  Business Response

  Date: 07/26/2023

  We must maintain a strict no refund policy on online purchases due to fraud.  We recommend that if you would like to continue to enjoy Sky Zone Greenfield, that you purchase a family membership for the full enjoyment of the park moving forward.  

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [That makes absolutely zero sense. It should not matter how i purchased the tickets. And what does fraud have to do with anything??? I have the card and my ID that both match that I made the purcahse with..Again im not asking for a refund; im asking to spend more money with your company. The fact that if I had "purchased them in the store" you could convert to a family plan but supposedly cant since I purchased them online is ********. It makes absolutely no sense at all. This is by far the worst customer service i have ever experiencedin my entire life. There should be zero reason a business should turn down additional money. 

  
  Regards,
  
  *********************************

  Business Response

  Date: 07/27/2023

  While we do have a policy of no refunds due to the unique structure of our business (think movie theater) where our tickets are timed and limited due to capacity limitations. It is our intention to be approachable, in fact we would appreciate you to reach out to us at the park so we can resolve this offline. It is our inherent belief that Sky Zone is a facility for all kids and it is our intention to provide the best service to everyone, so we thank you in advance for your cooperation in resolving this matter.