Complaints

This profile includes complaints for Cool Springz Trampoline Park's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cool Springz Trampoline Park has 3 locations, listed below.

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  Cool Springz Trampoline Park

  5205 San Mateo Blvd NE Albuquerque, NM 87109-2414

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  Cool Springz Trampoline Park

  4320 Yale Blvd NE Los Ranchos de Albuquerque, NM 87107-4145

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  Cool Springz Trampoline Park

  9804 Karak Rd NE Albuquerque, NM 87122-3354

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:04/06/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of transaction: 2/16/24 posting date: 2/20/24
  Date of first attempt to cancel reservation: 4/3/24
  Date reservation was for: 5/25/24
  Amount of transaction: $538.30
  
  I had booked a party for my daughter on the website months in advance because I’m a planner and wanted to ensure we got the date and time that worked best for us. Due to the location, we decided to call and cancel over a month and a half prior to the party. The GM, Debbie, said cancelling would be no issue and claimed she would give me a full refund, even quoting the exact amount that I paid. I asked her when I should expect the refund, and she said that because it had barely been over 45 days since the booking was done, the owner would have to make the adjustment but she would call me to update me when she knew more. I never heard back from her, but I saw a pending adjustment that was $20 less than the booking cost me. I called to ask about it and the manager I spoke to had no idea what was going on, and said to call back when the GM returned. I called again, and the GM was not empathetic at all, saying, “So what’s going on?” in an irritated tone. I told her that I saw a pending adjustment on my bank account that never posted and it was $20 less than the amount I paid. She said the owner charged me $20 to refund me, that she aware of the fee, but didn’t have the decency to call me to explain the fee, nor did she show ANY empathy to me for having to continuously call THEM, for getting charged a fee that I NEVER agreed to, is not found anywhere on their website, and was NEVER explained to me until I asked about it, and I still don’t have a refund since it was pending one day and was gone the next. A $20 fee that I did not agree to based off credit card issues (as mentioned by the GM) can not be validated. I paid with a debit card. I’ve never heard of processing fees that high for using a debit card if that’s their excuse, and customers should not be responsible for paying your subscription services.

  Customer Answer

  Date: 06/04/2024

  I never heard back from Cool Springz other than what I imagine was an accidental call- someone called to confirm to the birthday party for my daughter a week before the party was supposed to be. I told them I had requested to cancel the party already, and they said okay. I did receive a refund of $518.30, but still not the full refund that I was promised by the GM. I contacted my bank and they refunded me the remaining