Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The Xtremenasium was in a coupon booklet sold at my kids school. ****** elementary. In the booklet they have a couple for 1 free admission. However they refuse to honor it when you get there. They say that they didn’t want to be in the book. I spoke to a manager in ******* and he informed me they have to send them a letter every year saying they dont want to be in the book and they maybe didn’t get it in time. So now they have people showing up with their kids thinking they are going to get in for free and then told they dont want to honor the coupon, can’t take your kid out of the trampoline parks so people will pay it. No where on the coupon does it say subject to change and it is well within the printed on expiration date. It is just false advertising at its finest. Can’t give out a coupon and then when people get there say never mind. If it was a mistake they they didn’t want to be in the coupon book this year that should be on them or who makes the book. Not on the customers. It was only a potential $12 savings. But it just felt very wrong and very illegal. And i was far from the first time they had to have this conversation. My wife only went there because she saw the coupon. She isn’t the first and will not be the last.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We went to the trampoline park Sunday afternoon and the lobby was very crowded. We skipped the line for waivers knowing that we had just updated ours not too long ago and the waivers are good for a year. The signs in the lobby confirm that waivers are needed and good for a year. After waiting in the long line while seeing several employees just standing around doing nothing while 2 are at the cash registers and one cash register not being used, we finally got to pay but they had no record of our waivers. I asked how this was possible and they said that they now have new systems as of 2 months ago so all previous waivers had been lost. They had me pay then told me to go fill out the new waivers. Then come back for bracelets. The group in front of me had the same problem. Once again we were back in this long line even after we have paid and competed the waivers. I noticed that there were several employees hanging out in the lobby chatting with a man, also an employee, who was sitting down on a stool. I walked over and asked if any of them could help get bracelets for those of us who already paid but had to go back and complete waivers since they updated their systems. The man told me that they could not and the cashiers would need to help. He then stated that there are signs everywhere stating that a waiver is needed. I advised to him Again that we had waivers and they were good for a year but the systems were updated which there were not signs of that. I asked for a manager after going back and forth with him for some time and he said he was the manager. The manager, ***** ******* then declined to provide a refund because I stated that we no longer wanted to wait any longer. I spent $25.66. Receipt number 21683 on 1/29/2023 at 2:58 pm. We never got past the lobby and we’re refused a refund. I never raised my voice or used curse words. I stated the facts and asked if the employees who were chatting could help.

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