Complaints

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• Initial Complaint

  Date:06/30/2022

  Type:Billing 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 paid Skyzone for some grandkids to jump. I got the monthly rate. They did not have me sign anything or tell me how I was to pay I paid first payment with a debit card. Then they quit going. Skyzone kept using my debit card number that they kept to take out of my bank account. They took $****** out on 5/26/21 and 6/28 then $***** on 6/2 and 7/2. They said I had to tell them to stop the monthly. They paid me $****** then took $****** on 7/28 and $***** on 8/2. I have been calling and texting and the manager, Megan would check into it. They owe me $******. She doesn't respond anymore. I called them and they said they don't take cash. They had no right to keep my debit card number and should have explained thinks to me and have me sign something.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/09) */ JoAnn ********* reached out in approximately June of 2021, stating that she had memberships for grandchildren that had not been used in some time and was wondering about a refund for the unused months due to her financial situation. She had a very compelling story and I wanted to help her out the best we could. She was not sure who all she had memberships for. I spent a good deal of time going through every name presented and every name under her profile. We agreed that was all of the memberships she needed cancelled and I gave her a refund totalling roughly $******. We do not normally refund in this amount, due to the members responsiblity to cancel or use the memberships. We also discussed her putting in a stop payment with her bank for Skyzone to ensure there were no other unwanted charges. She said she did not want to do that. I informed JoAnn that I had refunded her every payment agreed upon up through 7/31/21. And that I was not showing any active memberships for the children she listed and those in her profile. When JoAnn said that I still owed her for for 6/28/21 charges, I assured her that the charge was included in the refund. She disputed this with me. So, I told her I would look into her profile again. At this point I was not showing that we owed her any furhter. I let her know again at this point she may want to put in a stop payment with her bank if she was worried about any other unwanted charges. She declined to consider it. At this point there wasn't anything further I could do for her. I showed no active memberships for her card in my system. Consumer Response /* (3000, 7, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They took out 2 more payments after they paid me the $***. They took out $*** in July and $** in August. Business Response /* (4000, 9, 2022/07/12) */ I took another look into her file and found that there was one payment of $***** that was taken out August 2nd, 2021. I would be happy to get this amount refunded, however from what I see the $*** was part of the original refund of $***. Consumer Response /* (4200, 11, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a bank statement that I sent a copy of to Megan at SkyZone showing that they took out two more payments after they paid me the $******.They were $****** on 7/28/21 and $***** on 8/2/21. She said she would look into it but never got back to me. Business Response /* (4000, 13, 2022/07/14) */ I have put a lot of time in with Mrs. ********* on this issue. Not only at the time of refund, but also since this complaint was filed. Our memberships require a 3 month minimun commitment. JoAnn would have met her three month minimun commitment when the payment for June 2021 was taken out. However, given her financial situation and that she said she wasn't aware of the commitment, I wanted to help her out. I extended a refund to her in an amount that we would not normally refund for memberships, whether you use the membership or not. Given her financial situation and that most of the children did not use their memberships after the first month, I wanted to help her as best I could. At this time I informed JoAnn that she would want to get with her bank to put a stop payment on Skyzone or request a new debit card and this would ensure there would be no further unwanted charges. Especilly because she wasn't sure if there were any other memberships that weren't listed under her profile. I have no way to look up the credit/debit card on file to see what is being charged to it. We do not have access to that information. All card information is tokenized and we can not access the information. The only way to track is through her profile or if she had all of the names and we could check each profile. After the refund when JoAnn reached out about the 7/28/21 charges, I tried to explain to her that it was part of the original refund. Those charges posted in my system on 7/25/21. Those charges did not show on her statement until 7/26/21. Those charges were part of the $****** refund. I have done everything I can to explain this to her and she still insists that these cahrges are owed back to her, they have already been refunded. I informed her of my options and limitations and let her know it was her responsibility to contact her bank as well to make sure we were covered on all avenues. I can not reach out to her bank on her behalf. I can only do the best I can do with the information I have. She never sent any statement showing that there were extra charges for 7/28/21. At this point there is nothing further I can do for her. Consumer Response /* (4200, 15, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did send a copy of bank statement showing the two withdrawals that they took after they gave me the refund. She said she would look into it. She did have all the kids names. And they did not explain any of the rules or have me sign anything when I paid the first payment.