Complaints

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a skydiving experience. I entered my weight on line . Not once did they review my information and tell me I was above the weigh limit. Instead the let my payment go through even when I entered my weigh online and they had access to that. I showed up on my jumping day. We finished paying with our debit card they made ** full out paper work and After they take my money and have me sign they had me weigh in. I weighed in and they tell me I cannot jump. Why didnt they review my paperwork I filled out on line? Why would they let me sign and pay then at the very end weigh me and deny me. It seems as if its a trap. They keep my money they say no refund but I didnt receive any of their services. I want my money back there were no services rendered and their website is a trap. They have all information to let consumers known they cannot jump. How many other consumers have they done this to? I asked to reschedule. To give me time to meet weigh and they said NO.

  Business response

  05/22/2023

  Dear BBB,

  
  This letter is in response to complaint # ******** filed by ************************** on 4/12/203.

  
  Mr. ***** **************** were issued a trespassing ticket and escorted by the police from airport property due to **************** aggressive behavior and humiliating actions toward our staff.
  The situation that took place the morning of Jan 11, 2023,was indeed very unpleasant for us and the rest of our customers who witnessed this terrible situation created by Mr ***** ****************** 

  
  In response:

  
  I booked a skydiving experience. I entered my weight on line .
  ***************** did not purchase the tickets and did not enter her weight herself.  The tickets were purchased on Dec 25, 2022 by her husband **************** for Jan 11, 2023.
  Not once did they review my information and tell me I was above the weight limit. Instead the let my payment go through even when I entered my weigh online and they had access to that
  Mrs, ******, knew very well that she is over the weight limitations as both her and her husband stated at check in.  However, they purchased the tickets thinking we would not put her on the scale or we would accept money to ignore the posted safety limitations.  We rely on customers honesty and self-evaluation to disclose and put own weight in the weight section of the reservation system. Directly under the weight field our system has the following statement:  *** MALE - 220LB |*** FEMALE - 180LB | DO NOT BUY TICKET/S IF OVER POSTED WEIGHT ***** HEIGHT LIMITATIONS - NO REFUNDS! SEE LIMITATIONS HERE: ****************************************************************************************** deal with ****s of customers and do not review each customer weight at time of purchase, we rely on customers honesty to properly evaluate self.  The software also does not have ability to restrict the female and male weight limits.  Therefore we have the following information posted on multiple places on the website and during the booking process!
  Safety at Fyrosity is priority # 1!  Skydiving is not a carnival ride!  We go above and beyond to inform our customers of the importance of weight and height.  The WEIGHT and HEIGHT limitations are posted on multiple places on our website and the Ticket Purchase system.
  ***************************************************************************************
  ****************************************************************************************************
  STEP # 3 of the ticket purchase process BEFORE PAYMENT IS MADE clearly states *** MALE - 220LB | *** FEMALE - 180LB | DO NOT BUY TICKET/S IF OVER POSTED WEIGHT ***** HEIGHT LIMITATIONS - NO REFUNDS! SEE LIMITATIONS HERE: *********************************************************************************
  STEP # 4 of the ticket purchase process BEFORE PAYMENT IS MADE condition # 2 ***** 4 clearly outline the WEIGHT ***** HEIGHT requirements.
  Terms ***** Conditions posted and agreed to by you and your husband BEFORE payment is made.
  Weight and Height limitations are also posted in the Ticket Purchase Confirmation Email you received after the ticket purchase as so people can read them!
  I showed up on my jumping day. We finished paying with our debit card they made us full out paper work and After they take my money and have me sign they had me weigh in.I weighed in and they tell me I cannot jump.
  ***************** completed her waiver on Jan 2, 2022 (9 days) before her jump, she read, initialed and signed the waiver stating that she has read and agreed to the terms and conditions of the ticket purchase including the weight and height limitations posted.  (see attached waiver).  Her initials and signature confirm that she was informed of the weight and height limitations.  At that time **************** had 7 days to cancel her ticket and receive a refund, however she never canceled.  Upon arrival to check in, ***************** with her own hand writing initialed a statement that her weight is LESS than posted 180lb, (see attached affidavit).  Both her and her husband admitted that they knew she was overweight, but did not think we would weigh her, and thought that if they pay more money she will be allowed to skydive.  The money she paid onsite, she received back!
  
  Why didnt they review my paperwork I filled out on line?
  We review paperwork at check-in when customers arrive!  We rely on customers honesty to follow the posted weight and height limitations BEFORE they purchase tickets.  We also provide the customers with option to cancel and receive a refund if the customer realizes they dont meet the posted safety limitations.  All tickets are refundable 48 hours or more from scheduled date and time.  Tickets are non-refundable 48 hours or less.Tickets are forfeit as stated if customers purchase the tickets ignoring the weight and height limitations.  To which **************** read and agreed!
  
  Why would they let me sign and pay then at the very end weigh me and deny me.
  The payment made onsite was given back to ******************  Every customer is weighted regardless of paperwork,due to weight and balance requirements on the aircraft and need for exact weight so we know what skydiving equipment to be used. Not only ***************** exceeded the weight by 25lb, but at her height at 55 per her ID, her weight and height proportions are far into the Red Zone in the posted limitations for proper fit of the skydiving equipment and ability to perform the leg lifting required for safe landing.  She was made aware of all before ticket purchase was made, during the ticket purchase process, and after via the ticket purchase confirmation email. Ticket purchase terms and conditions were also disclosed to her BEFORE,the ticket purchase to which ***************** agreed to.
  
  It seems as if its a trap.
  No it is not a trap! All information is disclosed on multiple locations
  ***************************************************************************************
  ****************************************************************************************************
  STEP # 3 of the ticket purchase process BEFORE PAYMENT IS MADE clearly states *** MALE - 220LB | *** FEMALE - 180LB | DO NOT BUY TICKET/S IF OVER POSTED WEIGHT ***** HEIGHT LIMITATIONS - NO REFUNDS! SEE LIMITATIONS HERE: *********************************************************************************
  STEP # 4 of the ticket purchase process BEFORE PAYMENT IS MADE condition # 2 ***** 4 clearly outline the WEIGHT ***** HEIGHT requirements.
  Terms ***** Conditions posted and agreed to by you and your husband BEFORE payment is made.
  Weight and Height limitations are also posted in the Ticket Purchase Confirmation Email you received after the ticket purchase as so people can read them!
  Despite all the information provided online, and warnings posted you and your husband purchased the tickets.  ***************** personally read and signed the waiver and despite being well informed completely ignoring the safety limitations posted!
  
  They keep my money they say no refund but I didnt receive any of their services.
  As stated per terms and conditions of the ticket purchase disclosed BEFORE ticket are purchased and payment is made:  *** MALE - 220LB | *** FEMALE - 180LB | DO NOT BUY TICKET/S IF OVER POSTED WEIGHT ***** HEIGHT LIMITATIONS - NO REFUNDS! SEE LIMITATIONS HERE: *********************************************************************************
  This statement was ignored! 
  They have all information to let consumers known they cannot jump.
  Our goal is to provide the best and the safest skydiving experience to consumers.  However, the consumers need to read, and follow the provided limitations.  The limitations are posted for everyones safety.  When customers ignore the posted limitations they are not allowed to skydive and ticket is forfeited as posted!
  How many other consumers have they done this to?
  Only to customers who do not read and believe that we will neglect safety for profit!  As stated per Terms ***** Conditions of the ticket purchase, there are no refunds to ticket holders in the Red Zone!
  I asked to reschedule. To give me time to meet weigh and they said NO.
  We do the best we can to accommodate our customers and in most cases, we work with our customers on weight issues, however the aggressive actions by ***************** husband caused both of them to be issued a trespassing ticket and be escorted from the airport property by police ******.
  
  Refund!
  No refund will be issued, since you and your husband completely ignored all posted weight and height limitations, your husband refused to follow instructions given by the instructor, his aggressive actions caused embarrassment and humiliation if front of the other customers and both were removed by police ******.   ***************** money for the ticket purchase has gone to pay the crew of 10 people who shoed up to work to provide the services, but Mrs ***** **************** ignored all posed limitations and displayed aggressive behavior against our staff.
  
  Fyrosity
  Management

  Customer response

  05/22/2023

   
  Complaint: 19927048
  
  I am rejecting this response because:
  
  The officer laughed at the fact that you were as rude as you were. You can lie all you want. We are not the only customers saying the same thing about you. This is not a coincidence and it will be dealt with. You mistreated a disabled Veteran. We will get our money back. 
  

  
  Sincerely,
  
  *********************

*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. ↩