Complaints

• Initial Complaint

  13/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I, as a treat to my girlfriend and her kids, went to take them out to this location for fun and to burn off energy. On the way there I had double checked their website to see the rates.On arrival however, they have printed out different pricing than what is on their website, which I pointed out to two different staff members helping me. I commented to the first employee helping me who said "Well these are the prices now", not bothering to double check or inform anyone about the discrepancy, while the other staff commented "it's how the owner does things".I feel there is a bait and switch going on here, where if you inform young, hyperactive kids where they are going and getting excited, and the posted price is not the same as what they have advertised on their site, that you will pay so that you don't disappoint the kids. The advertised price is roughly $5 lower than what was paid for for the 1.5 hour jump.Please note attached screenshot is current as of writing (date stamp lower right) and this is the official website of the company.

  Customer response

  13/06/2024

  Billing Adjustment - Difference in advertised price to charge at facility. 

  Discontinuation of misleading advertisement - Ensuring all pricing is up to date on website and cease deceptive practices.

  And/Or

  Explanation of discrepancy between advertised price VS. at facility cost

   

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My recent experience booking a birthday party at Extreme Air Park left me frustrated due to unreasonable and coercive terms and conditions outlined on their website. The specific terms that have led to this complaint are below:"Once the deposit payment is made, the space and time will belong to you without change, reduction, or cancellation (regardless of reason). If you show up with less, or if some in your party cancel, you will still be charged for the space you purchased. You are always welcome to book/purchase for less and add to the booking later, HOWEVER, space is limited and adding to the booking is only possible if space is still available when you decide to increase the booking size. Once an increase is made it cannot be decreased, and will become your new minimum you will pay for at the event."This policy not only places an undue burden on customers but also creates a paradoxical situation where customers are encouraged to book fewer spaces initially and then warned about limited availability when attempting to increase the booking later. In my case, I implemented a RSVP process, sent invitations to 12 guests, and requested RSVPs at least 2 weeks in advance of our date. Adhering to the company's suggestion, I initially booked for 8 guests and later increased it to 12 after receiving all RSVPs.Despite my best efforts to plan responsibly and accommodate changes, a few days later, one guest informed me of a family conflict, leading to a cancellation. Immediately, I communicated with the company to reduce my reservation by 1 spot. Regrettably, they were unwilling to accommodate this request and insisted that I pay for the additional spot, even though it was not utilized. This put me in a position where I was penalized for a circumstance beyond my control.This is a consumer-unfriendly policy, creating a no-win situation for customers. I believe a change is warranted to ensure a more reasonable and accommodating experience for patrons.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked Birthday party for my * y.o. ******** at Extreme Air Park in New Westminster. I’ve paid in total $480.75. Package included one hour of time on trampolines and one hour of time in party room. Also I’ve paid for 3 pizzas, goodie bags, forks, napkins, candle and use cream cake. While kids were on trampolines manager(who refused to give us his name) said that he had an issue with mom of children who were invited to my ********’s birthday party. I have not seen what have happened between them but Manager said that until I’ll take “my friend” outside we will not have pizza and any other service that I paid for. I had no reason to ask my friend to leave building(she was with two children * and * y.o) so I said that my friend will not leave. Manager said “then your party is over” . When me and my husband insisted on having his name for record he said that he will call Police to take our friend outside. He was very very rude. I had no plates or forks to serve cake with, we never got pizzas and he called police to take our friend outside. I emailed to customer service with request to get a refund and received an email back with suggestions “to choose better quality of friends” and that I will not get any refund. My ******** birthday was really ruined. We have not received any service, we’ve not received any explanation and I don’t understand why having issues with other adult manager was *********** me to not get pizzas and service until I’ll take my friend out. Am I responsible for other adult? It doesn’t feel right. On top of everything I’ve received hateful email in response from Extreme Air Park. I’ve had horrible experience. The person who claimed that he is a manager(I actually feel like I have no idea who is he) was extremely rude and disrespectful. I would like to receive a full refund of $480.75. Please step in. I feel like contacting the facility is not working. Thank you. ********* ******

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently hosted my twins **th birthday party at Extreme Air Park New West., BC. My experience at said venue was not positive, as the services were not rendered appropriately and my attempt at an amicable resolution was handled in a most unprofessional offensive manner. The following will outline my claim: - I do understand the total cost of $790 - I was not provided with any assistance from an Extreme Air Park employee at any point during the birthday party, other than to ask us to vacate the room at the end of the party - The cleanliness of said establishment was sub-par at best - I was charged an additional $20 for “up-sizing” pizzas which I did not approve - There was little to no supervision on the trampolines - Covid guidelines were not being followed. There were few people wearing masks and absolutely no way of keeping any aspect of social distancing. - My daughter stepped on a piece of metal which became lodged in her foot that I removed - I reached out to a rep., Thomas, via email to express my concerns. He proceeded to call me silly, told me I needed a lesson in math & commerce, belittled me, ******* * *** *** ** ***** *** ******** * ******* ** *** ** ******* Thomas ********** to contact my guests for payment even though payment was made in full. I asked him twice to not contact me again as I felt uncomfortable, but he did so anyhow. I do not feel safe, ** * ** * ******* **** ********* * ** ** **** ** ******** ******* ** ***** ** ******** ** ****** ********** As such, I kindly asked to speak with a supervisor, to which Thomas informed me that he was as “high up on the ladder as I could go” and offered no resolution. I will forward all email communication below. It would be much appreciated if said communication could be reviewed as it provides more insight and detail than I have space to include here. It is my hope that by reaching out to the BBB, it may improve the experience of others at said establishment in the future and address my concerns properly.

*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. ↩