ComplaintsforTrampoline Jumpers

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Serious product safety issues! My 14 yr old with autism has been jumping on a trampoline since he was 3. When our old ********** trampoline frame started to rust and shake while he jumped, we dove into researching the best trampoline company and planned to spend a good amount of money to ensure his safety for years to come. Happy Trampoline seemed to be the answer but they were not. On August 24, 2020, we purchased the 16 FT Best Trampoline *** XHD by Galactic Xtreme with Enclosure Safety Combo. Recently, I noticed 3 springs had ripped from the mat. The fabric the spring was hooked into had totally separated from the mat and does not appear able to be repaired despite the company's claims of extra stitching. This was not from corrosion of any kind, uv rays, or moisture as the springs were protected by the frame pad and were in excellent condition and showed no signs of rust. I contacted the warranty **** with proof of purchase and pictures. This was their reply. "Your trampoline jumping mat comes with a 2 year prorated warranty. Since you have owned it for 17 months you are responsible for 70% of the cost plus shipping. List price on the 16ft mat is 270, your cost is 190 plus 40 for shipping." That was it, no hello, no sorry to hear that, no one even signed their name. A brand new mat from any other company would cost $100. This was supposed to be an upgraded item especially for the extra cost. Our cheap trampoline from ********** that we had for a decade never lost a spring in this manner and the only reason the mat had to be replaced was from a rip that happened in the center of the mat 2 times over 10 years. A few weeks later I found a dozen more springs detached from the mat in the same manner. I contacted them again to see if they would understand how that so many detached springs has to be from their poor craftsmanship but heard nothing back. This is obviously a manufacturer's defect.

  Business response

  02/17/2022

  We are sorry you are having a difficult time with our warranty dept.  Please provide your order number and contact info and we will have someone look into your case

  Customer response

  02/17/2022

  My order number is 145001771.  I will not provide personal contact information via the BBB as the site itself said not to put public information in the response.  I already e-mailed your warranty department with all of my contact info and original receipt.  I will only accept a replacement trampoline mat at no cost to me to resolve this complaint due to the poor quality of the original mat sent to me and due to your horrible customer service. 

  Business response

  02/17/2022

   Your trampoline mat, net and spring pad comes with a 2 year prorated warranty.   It looks like you were offered 30% off the list price on the replacement parts.  This is an outdoor equipment and does require a certain level of maintenance and upkeep to prolong  and maximize the life.   If you live in areas with harsh / extreme weather do recommend taking down certain parts of the trampoline. Please contact us if you would like to purchase the parts at 30% off.  

  Customer response

  02/18/2022

  Exactly what kind of maintenance was I supposed to do on the stitching of the fabric that secures the springs to the trampoline mat?  It is already covered by the spring cover sold with your trampoline so it is hardly being exposed to any elements.  Was I supposed to re sew each tab on a monthly basis?  Which industrial sewing machine was I supposed to purchase to restitch my mat?  I have attached a photo that shows exactly where the trampoline mat detached 13 different times so far which is a huge safety issue to occur in less than 17 months of ownership.  You have dozens of reviews on Amazon citing this problem all around the same time frame I purchased my trampoline.  Your prorated warranty is not acceptable when you are charging $100 more for the mat and making me responsible for shipping.  I can buy a high ********** ft Skybound mat for $100 with free shipping, my cost from your company is $230 total after a mere 17 months of ownership.  Since I can tell by your replies you aren't reading my original complaint in its entirety, I will state this again.   We purchased a trampoline from ********** that was 1/2 the cost of your trampoline and had it for 10 years.  We replaced the mat with a Skybound brand mat 2 times in 10 years and that was b/c it ripped in the center after 5 years of use each time.  Yours is ripping from the tabs that secure the springs to the mat, this is not a normal problem.  This is a manufacturer's defect.  Your site claims double the stitching.  Your company has already been sued by the ************************ for false claims and you are continuing to take advantage of families by making claims about your product that you can't back up.  How can you have "the world's safest trampoline" when the springs are ripping from the mat connections day after day?

  I will continue pursuing a resolution to this by any means necessary.  I want a replacement mat provided to me at zero cost from your company due to poor craftsmanship of this product.  

*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. ↩