Complaints

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:01/29/2024

  Type:Service or Repair 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.

  On 1/27/24, I paid two different prices after purchasing another jump pass, t-shirt and socks less than 10 minutes after paying for my son. I paid $41 something for my son who is much younger purchasing a smaller t-shirt and smaller pair of socks, and $35 something (for a jump pass, t-shirt and socks/identical purchase). They didn't give me a receipt, so I couldn't complain, but I left a review online.In addition the conditions were unsafe with patrons getting injured due to lack of supervision by staff. Staff were witnessed pushing their non-working friends, running into others and playing on their phones while two people suffered head injuries due to the lack of supervision not from jumping. I reported this to management who showed their presence, with some improvements seen but some staff continued to demonstrate unsafe behaviors. I took my son home early due to the unsafe conditions due to the lack of supervision with little to no reinforcement of the rules. I left a review for both concerns.

  Business Response

  Date: 02/02/2024

  The correct charge per child is as follows for glow when the guest was here. Jump pass is $27, socks are $6 and glow shirts are $8. The reason for the difference is that the person who was charged $35 was accidentally not charged for the socks, so she was actually undercharged for the second guest. As far as staff not supervising, that's not true, we have a staff member at every station monitoring guest activity. Also,  we had no reported injuries what so ever on this day and time.

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In the beginning of December, I was told by one the employees at the front desk that since the membership plans had changed in what they offered, that my membership would actually expire on its own. I verified this because I had already planned to end our membership due to the fact that we weren't able to use it as much. Ultimately, I was told there was nothing i needed to do to cancel my membership and the last day for the cycle was the 18th of December. On the 20th of December, I saw my account was debited again for the membership. When I saw this, i called into the Mechanicsburg location to speak with someone about it and at that point was told that in order to actually cancel the membership, i needed to fill out a form in person. I stopped in to do that the following week. When i went to give it to the employee, i was told to just set the form on the keyboard of a computer and they would process my request when they got a chance because they had other customers in line. I knew this would cause problems so i took a photo of this filled out form for my own records. Still, January's auto debit came out of my account. I called back in again and was told that this is a common problem with Sky Zone because of poor management and at this point I would need to reach out to corporate to actually have the membership cancelled and request reimbursement. There is no phone number available for corporate so I sent a message through the Contact Form on the website. I heard nothing back for two more weeks. I received another debit on my account for the 29.99, So I emailed them at [email protected] and still nothing. Sent another email to that email address and that brings us to this complaint. Most importantly, I need them to cancel my membership. I think it's best business practice to refund me the $89.97. They need to take a look at the process to cancel the membership if they want other people to sign up for one because I will surely let others know of my experience.