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Complaint Details
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Initial Complaint
09/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 9/13, election day, I purchased 6 tickets for bowling plus 6 pairs of shoes to rent for 1pm that day. Around 11:30, I called with a question I had and there was no answer. The phone rang with no answer. I looked online and then saw the word ''closed'' for Launch on that date. I called back and left a message stating that I had bought the tickets, provided the amount and my order number and asked to be refunded because I see now that they are closed. No one returned my phone call. I called back two days later and left a similar message. No one returned my second call. I called a third time and left another message, as well as sent a message to the company through ******** messenger, and said that I expected a call back today or I was going to contact BBB. Of course they finally called me back and told me that they were open and so they can't issue me a refund, just a credit. I explained the website absolutely, 100% said ''closed''. The girl on the phone told me they are usually closed on Tuesdays but that the website had been updated to say they were open that day because kids did not have school. I explained agian that it definitely did not say ''open'' and she told me I was wrong. Ironically, on the evening of 9/13, I receieved an email, which I still have, stating that launch would be open 4-8pm that day. My tix were for 1pm. I have had my daughter's birthday party at this facility in the past, and have taken my family bowling there before. I have been there on several occassions and I will NEVER return with the terrible customer service I received. I was really looking forward to going bowling that day and was disappointed when no one answered my phone call and the website said they were closed. I do not want a credit bc it is the company's fault that (A) no one answered or returned a call, (B) their website definitely said closed and (C) they sent an email later that day saying they would be open 4-8 when my tix were for 1pm.Initial Complaint
02/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Company sent out marketing email, and also advertises on their website a free $10 launch cash gift card with purchase of a $35 epic pass. Email has a link to pre-purchase tickets, which I did. Purchasing four $35 epic passes. I didnt see any way to except or retrieve the launch cash advertised, so contactes the company directly from the contact option on webpage. Received a response via email several days later, ticket DVE7C. Was told this is an in-store only offer. This is not indicated on the email advertising or on their website, and the marketing email literally directs you to pre-purchase your tickets online rather than in person/on location. I responded to the email that I was disappointed and would be pursuing the issue further. I feel that their marketing is misleading, and intentionally taking advantage of customers. I would like the $10 lunch cash advertised per epic pass, for a total of $40 in Launch cash. The order number for purchase of tickets on 2/18 was 001-220218-999-105010.Thank you.Customer response
03/05/2022
I have not heard from the business in response to my complaint.
Business response
03/14/2022
We are sorry to hear that you did not receive the $40 in Launch Cash you were supposed to receive with your purchase. We value our guests and always deliver what is promoted. We do hand out the Launch Cash in person, but we also honor this deal with either online or in-person ticket purchases. We are sorry for the confusion, and cannot wait to get you the $40 in Launch Cash that you are supposed to get. Please email me directly at ********************************* so I can make sure this gets taken care of properly. Thank youInitial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted the Launch trampoline in ******* ** by phone...the message on their phone service says for the most updates information and pricing please go to their website. I did and under private events it shows facility rental at $399 and you can get add on. I reached out to live chat and they stated that facility rental is for up to 150 people, includes all activities but does not include socks, bowling shoes, or food. I asked about times on Saturday and Sunday and as they described the services they said it is $2999 for the first hour and $1499 for each additional hour. I told them I was on their website and it shows $399 as the private event pricing. They said oh that was a spring special. Well it is currently up, and I checked again and is still up...and yet they are quoting thousands of dollars over that amount and saying it was a special. That much of a jump? When it was clearly priced on the website. I took pictures with date and time to show the false advertising. This is inappropriate for a business to falsely advertise pricing like this and then when someone wants to book you quote them over 7 times the dollar amount on their own website! I have pictures of the website and conversation with the chat representative. They should honor their advertised price.Customer response
11/09/2021
I have not heard from the business in response to my complaint.Business response
03/16/2022
I am sorry to hear about the confusion. We have always had facility rentals (even before Covid) which allowed guests to rent out our entire facility for the $2999 price. During Covid, we did introduce a cheaper option for people to rent out our facility during our off-peak hours when we would normally be closed to the public. This alternative option started at the $399 price, but we did still have other, more expensive facility rental pricing available if someone wanted to rent out our facility during a time when we would normally be open to the public.
Even though we no longer offer that price, we would be happy to honor that $399 price for a private event scheduled during a time when we have previously hosted other events at that price. I hope we can host your event at our new facility very soon. Thanks
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