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Business Profile

Bounce Houses

XL Event Lab dba The Big Bounce America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bounce Houses.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:05/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    I purchased tickets to the big bounce house in NOVEMBER. They promoted it to be in ************* but said they did not have a venue yet. They scheduled the venue in ******** which was almost two hours away from **. I emailed them asking for a refund and they said no. My event is in May and I requested a refund in December. This is the biggest attempt of a scam I have ever seen. They should be unable to promote the event in one state and have it in another.

  • Initial Complaint

    Date:03/29/2025

    Type:Delivery 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.
    I purchased 2 tickets. I didn't get the tickets nor was a confirmation email sent to me. They took my money but have not delivered the tickets for the event and I have no confirmation email. Just proof that the money was taken from my account.

    Business Response

    Date: 05/02/2025

    Hi there,

    Thanks for reaching out! Our team re-sent your confirmation email on Sunday, April 20th, and we didnt hear back at the time. As the event has now passed, were unfortunately unable to issue a refund.

    We do appreciate you getting in touch and are always happy to help with any future bookings or questions!

  • Initial Complaint

    Date:03/26/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    They are telling me a different price than what's on the invoice and the invoice still does not add up to more than ***** as the full total.

    Business Response

    Date: 04/23/2025

    Hi there,

    Thank you for reaching out and giving us an opportunity to respond to your email.  On April 14th we reviewed the charges, and shared the breakdown of costs with you via email.
    We understand that there has been some confusion, but based on this breakdown, all fees are accurate, and were unable to process a refund at this time. We hope this clarifies the situation.
    If you have any further questions or need assistance, please dont hesitate to reach out.

    Best regards,
    Customer Service Manager

    Customer Answer

    Date: 04/23/2025

     
    Complaint: 23117655

    I am rejecting this response because: those are not and were not the charges, which are shown by the invoice sent to my email, the customer. The invoice clearly shows manipulative and problematic billing practices.

    Sincerely,

    ******* ******

    Customer Answer

    Date: 05/19/2025

    It's resolved.

  • Initial Complaint

    Date:11/13/2024

    Type:Order 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.
     
    Complaint: 22553765

    I am rejecting this response because: I purchased a ticket for a specific time and this was not honored. The company changed my time. If this is how they operate they should just sell a ticket for a day and your time will be provided after purchase. 

    Sincerely,

    ***** *********

    Business Response

    Date: 11/25/2024

    Hi there, 

    Thank you for reaching out. As stated in the terms agreed to during the ticket purchase process, all same-day time changes are not eligible for a refund. We hope this clarifies the situation.

    Kind regards,

    Business Response

    Date: 01/06/2025

    Thank you for reaching out to us and giving us the opportunity to respond.

    Please note that tickets are non-refundable unless the event is canceled. Unfortunately, we are unable to issue refunds for same-day time changes. These terms and conditions are agreed to by all participants during the checkout process.

    For more details, you can view our full refund policy here: ************************************************************************.

    We appreciate your understanding. 

  • Initial Complaint

    Date:10/25/2024

    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.
    Said business had an event via Big Bounce America that scheduled to take place on Sep 29th I purchased 5 tickets for the event that was canceled same day. I was emailed that a full refund would be given upon request which has been done on several occasions. I have received emails from XL EVENT LAB... Fever that I would receive a full refund with in 3-5 business days and as of today Oct 25, 2024 I have not received a full refund. I have attempt to reach this company by phone with no phone number found

    Business Response

    Date: 11/21/2024

    Hi there,

    Thank you for reaching out to us! We appreciate the opportunity to assist you.

    Ive reviewed your ticket and can confirm that the refund for all 5 tickets has already been processed.  We responded to your original email on October 23rd, confirming that the team was working on your refund. You should have received a notification about the refund being processed. If you're having trouble finding this information, don't hesitate to reach out to us again, and well make sure to resolve the issue. If youre still unable to find the refund on any of your recent statements, wed be happy to help you further investigate. Please feel free to email us at ****************************************************** and our team will gladly look into this for you.

    Thanks again for contacting us!

  • Initial Complaint

    Date:08/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 selected 6:30 pm because that is what worked for us. They changed it to 7:00 pm, which we could make work. Then they sent several (one of three is attached) confusing emails about rescheuling, which turned out to be an error, but no less confusing. Then they changed our start time to 3:30 pm, which would not work for us at all, because we had a committment. There is not process for refund or even a credit to come back another day. Nothing. Take it or leave it. The whole process was awful.

  • Initial Complaint

    Date:08/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I need the full refund of $76.30 plus $10 for parking. You can see the first screen shot below of my confirmation email from a week earlier when I bought the tickets. Then the second one came less than 24 hours before the reservation and went to my junk mail. And in that email it never even said sorry we have to change your time or anything like that. This must be rectified please. Im a single dad with 2 kids that were super excited all week to go to this event. We drove an hour and 45 minutes to be told about this change. The staff was rude until they realized and admitted the mistake of the company. They told me to contact the company for a refund. Company said they can only give me a voucher. This is unacceptable given this was the last weekend of the event. They wanted to give me a voucher for 10am the next morning which was the last session. I did not have the boys that morning so that wasn't an option not to mention the hour and 45 min drive and gas!

  • Initial Complaint

    Date:07/03/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Purchased tickets for this event and drove over 2 hours to get there on June 14th. Event was canceled due to bad weather within 30 minutes of arriving and we were told to go online and send an email to get a refund but its been weeks and we have gotten zero response in our many requests for a refund.

  • Initial Complaint

    Date:06/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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 attended one of their events on 6/15/2024. Within 5 minutes of entering, multiple bounce structures began to collapse. We were hesitant, but felt they may have had the situation under control. However, less than 15 minutes later, my children were on one of their bounce castles when it began to collapse. A siren began going off and terrified event goers were frantically attempting to get off the ride. Small children began to fall as bigger individuals stumbled upon them. We were fearful our children would be trampled and fought our way through the collapsing structure to grab them.Staff workers for this event are mostly volunteers and were clearly overwhelmed and unaware of how to handle the circumstances. We do not believe they had proper training. After only 25 minutes at the event, we asked to speak to a manager of any sort- however no employee/volunteer could tell us who that was. Under duress, not a single person could pinpoint who was in charge and that brought some alarm given the nature of what could potentially go wrong in such a wide scale event.We insisted on a refund in which a volunteer could only direct us to the companys website. We also felt the company should be informed of what had transpired and acknowledge the safety concerns as something potentially serious. We most have not heard back from any representative or employee from The Big Bounce of America, despite multiple emails (were confirmed as received) and further attempts to reach anybody representing the company on social media.This event is disorganized and uncommunicative. They do not seem to have any particular safety procedures or proper protocols in place that could assure the safety of event goers, especially children, despite the nature of the event. Even upon the structures collapsing, we would find young children dangerously hiding underneath them, yet not a single staff member or security guard was present to enforce order and safety for all.

  • Initial Complaint

    Date:06/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I purchased 4 tickets to Big Bounce House America on January 17, 2024, for $76.30. Reference number *********************** charged by FH* Big Bounce Ame via www.thebigbounceamerica.com website. The tickets were for June 9, 2024. When we got there, they closed all the bounce houses due to heavy rain. They told us to proceed to the exit and speak to the people in the front about a refund. They said they dont give refunds and that I must speak to someone online. No one replied back from their website. Please help! I am willing to speak to the news about this company.

XL Event Lab dba The Big Bounce America is NOT a BBB Accredited Business.

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