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:10/15/2025

  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.

  What the Business Promised to Provide:Sky Zone Aurora sold me a recurring youth membership that included jump access Nature of the Dispute:At the time of purchase, I was asked to sign a waiver for my sons friend because the childs parent could not be located in the system. No one informed me of the potential legal or procedural risks of signing for another persons child. This distracted from contract, I was not verbally informed of the recurring nature of the membership nor the required steps to cancel for a refund (which must be done online)/three days prior to renewal. I also never received a copy of the contract or waiver at the time of purchase. I only became aware of the fine print later when I called about the unexpected charge and was then sent an email denying refund based on cctv footage because I had originally thought they checked box which might be true or not I cant remember The business responded by cancelling the membership but did not issue a refund, and revoked access immediately, which I was not made aware of until I returned days later to use the service.When I arrived to use the membership I had paid for, I was denied entry and told I would need to purchase a new membership to allow my children to enter. I was effectively asked to pay twice for the same period Efforts to Resolve the Issue:I attempted resolution through multiple emails, and by returning to the facility twice. I was advised to speak with the general manager. I followed up was offered $5, denied access to the service I had already paid for, and not reimbursed in any way.Resolution Requested:I want annual membership's for distress for two minors denied access 10//11 Class action law suit contract denies I also requested that Sky Zone preserve all CCTV footage from both my original visit and the day I was denied service, as it may be relevant to legal or regulatory proceedings