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:05/28/2025

  Type:Facilities Issues
  Status:

  ResolvedMore 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.

  I pay close to $30 a month. I was under the understanding that they would honor thier hours of operation. I have come here numerous times where they close almost nightly 30 min to 1 hr early. I would like skyzone to stay open the hours that are listed on the website and on the doors of the location. Everytime I come here they close early.

  Business Response

  Date: 06/11/2025

  Dear Valued Member,

  I sincerely apologize for these negative experiences you have had at our park. I have only been in role here for about a month now, but please know that expectations surrounding our hours of operation have been clearly communicated to ALL members of the staff. We are to remain open to the public for our entire hours of operation listed out (9pm Sun-Thurs and 11pm Fri-Sat) barring any unforeseen incident that makes staying open unsafe for our guests. I truly hope you will allow us to create more memorable moments for you and your family and we hope to see you at our park again soon. 

  Sky Zone Gaithersburg GM

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising 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.

  On Aug. 29, 2024, my friend ****** **** visited the Skyzone at ************ with my two kids and his two kids. He was planning to use my membership for my kids and my 2 free guest passes from Skyzone at ************ for his kids. Ligang was told that because this Skyzone was not able to charge my credit card on my membership anymore he had to use his credit card to continue my membership, and thus he had been charged for $57.18 for 4 months since August 2024. However, this same Skyzone was charging my other credit card on the 18th of every month for $70.38 since Aug 18, 2024. Therefore, I have always had memberships for my two sons and this Skyzone had been using scam to over charge my friend Ligang, who should not pay a dime because 1) he had free guest passes; 2) I had memberships for my two kids at the time of his visit. I stated this fact to the manager who was in charge at around 3 pm on 11/24/2024 but refused to give me her name (she has dark skin color, black curly hair, wears 2 nose rings, one on each nostrils and wears black and clear glasses. I took her picture at her consent). I asked her to refund me the double charged membership fee and she refused. I asked for her full name and she refused to answer and went into her office and closed the door. I knocked at the door and asked again for her full name. She came out and threatened me by calling 911 saying that she is asking the cops to come and take me away and she had banned me from Skyzone ************. This kind of behavior violates the proper rights of Skyzones customers and severely damaged *********************** reputation (e.g. cheating on customers, refused to refund the money they wrongly overcharged their customer, threatened their customer by calling 911 for a wrong reason, wasted police officers time and resources, wrongly banned their customer). I hope you will bring justice to this matter and help stop the wrong and evil behaviors of this business entity. Thank you very much!

• Initial Complaint

  Date:06/22/2024

  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.

  I visited Sky Zone on December 22, 2023, and without my knowledge, they registered my credit card for a month-to-month membership. Since then, they have been charging me $123 monthly fees without my consent.Unauthorized Charges: I did not authorize any membership or recurring payments. Sky Zone failed to inform me about this registration.Lack of Consent: I was not aware of the membership terms or the charges associated with it. There was no disclosure during my visit.Request for Refund: I demand an immediate refund for all unauthorized charges.Additional Information:Date of Visit: December 22, 2023 Location: ************ **

• Initial Complaint

  Date:03/29/2024

  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.

  My 6 year old broke his collar bone at this facility on 3/17 10 min into his own birthday party. A high school kid jumped on him. There was no staff on the floor enforcing the rules at the time of the incident. After the incident staff members were put in place but were not monitoring the equipment or enforcing any of the rules. I have pictures of them looking at their phones and talking to each other instead of paying attention to the jumpers. When I asked for a refund for the party I was told there would need to be an investigation first, despite the fact that an incident report was filed at the time on site. I have yet to be contacted by anyone about the results of this investigation. Most of my calls go unanswered or are ignored. No one will give me the contact for the district manager or the risk management company that is supposedly investigating the incident. *** left at least a dozen messages and attempted to contact their corporate office with no success.

• Initial Complaint

  Date:02/23/2024

  Type:Billing 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.

  They charged my credit card each month for the past 4 months without my permission. I never signed up for any membership. I never received any email about the membership. I never visited their facility for the months charged except October 2023..

• Initial Complaint

  Date:10/28/2023

  Type:Billing 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.

  Business did not tell me that when I paid for a one time visit that I was signing up for a monthly membership and they have billed my credit card for two months. This is deception and a scam. I have taken the action to cancel my card which is causing me a hardship I recommend that everyone use cash when visiting this facility.

• Initial Complaint

  Date:10/24/2023

  Type:Order 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.

  On September 23rd, 2023, I took my 3 kids and 3 other children to Sky zone for my daughter's birthday party. While there I needed to sign waivers so the children could enjoy the facility. I went ahead and signed them under advisement of one of the employees. I did not read through them given the cashier explained to me verbally. Unknown to me she was actually having me sign memberships for my children. The following month they charged me $189 to renew my membership I was unaware I signed up for. They advised they do not provide refunds and there is nothing they can do to help. Given I do not have an extra $200, and this will greatly affect my family I tried to explain my situation to them and tell them I would never sign up for a membership given my financial situation currently. Thinking that I was overreacting and maybe I am remembering everything wrong (after the manager insisted, I knew I what I was signing) I looked on the reviews and filter them by the most recent reviews, and to no surprise most of the recent reviews express the exact same sentiment. Many people saying they were signed up for a membership they never wanted and no matter how many times they cancelled they are still being charged. This seems to be a common ploy the company uses to increase their income and then they refuse to provide refunds. I am assuming because this happens often, I am so frustrated and do not want to return, but I am also worried about how I will pay my rent, and how many other people this will happen to. The signed one of my children up for 4 memberships, which I am unsure as to why that is even allowed given, she had 2 basic memberships and 2 elite memberships. I had 6 memberships al together and I only have 3 children. I have attached reviews form just the past month that echo the same situation, this doesn't include all those who gave up and didn't write reviews.

• Initial Complaint

  Date:08/03/2023

  Type:Order 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.

  Signed up for a deal from this company in September of 2022. Deal was for 3 months free then charge of $28.59/month. Made attempts to cancel after this period and was told that a cancellation would be noted. Seeking refunds from January -July 2023 in the total of $200.13 as the charges continued even after cancellation was requested.

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair 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.

  The staff member at the front desk told me that they were selling a special membership that would cost less than a regular entry ticket. I told her we do not visit often enough, but she convinced me that I could cancel the same day after playing. I agreed and purchased the membership on 5/29/23. We played for 2 hours and I tried to cancel at the front desk, but a different staff member said I have to cancel online. On 6/18/23 I cancelled online before the monthly membership was due for renewal (compliant with the cancellation policy). I received an email from **** saying that This automated message is not a confirmation of cancellation. This is a message to confirm we successfully received your completed cancellation request. On 6/29/23 my credit card was charged again. I tried calling, but the voicemail said that we have to cancel online. I already felt that this was a scam. On 7/1/23 I took my son to skyzone and spoke to the person at the front desk. I ask her to help me cancel the membership immediately after explaining what had happened. After some typing, she asked me for my signature. I asked what I was signing and she said that it was for the cancellation. I never sign without reading what I am signing for. I scrolled up from the signature box and saw that she was having me sign up for a membership again! I asked her if my membership was cancelled, and she said no, she was confused and that it was too early for her. It was 9:30am. When I was visibly frustrated she cancelled my membership on the website (the same place I had cancelled my membership the first time around). I said this was not sufficient for me. I needed to speak to a manager immediately. She said there was no manager on duty, but after pressing her, she brought someone else. I told her I feel like I am being taken advantage of. The person in charge then cancelled my membership in their system not through the website. I am still worried my credit card will be charged again next month!

• Initial Complaint

  Date:06/17/2023

  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.

  I had cancelled my membership on Nov 23, 2022 and was being charged monthly fees till June 2023. I contacted their customer support and found out that the membership is considered as two not one. In looking through my email, I found one for my son: #********-********* that I signed and a new one for me #********-*********. I explained that I never had used their facility and it was always about my son. Their investigation showed that I did cancel the membership and the other membership nobody can explain since it is signed even with a signature that looks nothing like mine. I had reached their customer support asking for a refund for the months they charged me after I canceled but to no avail. Looking at the reviews online and the complaints here at the BBB it looks like this is a known tactic this business does to unsuspecting customers intentionally. This is to kindly ask the BBB to intervene on our behalf to get us refund for the monthly membership charged wrongly after my cancellation. Hopefully this will also make the business aware that it does't have to resort to these kind of devious practices since kids do like going to the place.