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Business Profile

Trampolines

Springfree Trampoline

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:14/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We purchased a Springfree Trampoline in August 2023 and initiated a move service with the company in August 2025. We instructed them to deinstall and move the trampoline to another location on October *** and then reinstall it. On October *, the man who was to do so requested money on the side because the move distance was too large. He deinstalled the trampoline and left it for us to move ourselves. Since October ***, we have had numerous conversations and calls gone unanswered and no one has come to reinstall the trampoline.On October **th we challenged the $*** charge for moving the trampoline due to the lack of customer service and no install date in sight.

    Business Response

    Date: 14/10/2025

    Thanks for the outreach.

    I have followed up internally to get all the details around this incident. 

    - Customer purchased from us Sept ** with activation date of Oct *. Our team did not properly communicate how the installation would need to take place due to the distance between point A and B resulting in the subsequent challenges. 

    - Customer reached out Oct *** communicating the issue and we escalated to our partner accordingly to expedite the re-installation at the new address. 

    - It appears our partner reached out to the customer various times to rebook the "re-installation" but was getting VM's. The customer also followed up Oct **** to get an update at which point we escalated again to our partner.

    - Communication over the long weekend was delayed and the customer chose to self-assemble.

    - We are in the process of crediting back the re-install portion of their order and they should see this applied shortly. 

    The distance between the two points was the primary issue and should have been caught at initial booking and by our *rd party partner. Having the communication happen on site, via the *rd party, was not ideal. Upon escalating the first time we should have followed up and kept the customer informed.

    Generally, in the **** even if it's not in the same city, our partner will still relocate. However, this is be based on how far it is - for example,******** and *********** can be ** minutes away from each other, and we would relocate same day. For this case, as it was bringing the unit over an hour down south, it would add * hours to the installers day as he would have to go back up north. 

    The customer can anticipate a call from our team to process the partial refund (Re-install portion) within the next ** hours.

    Thanks again.

    Dom 

Springfree Trampoline is NOT a BBB Accredited Business.

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