ComplaintsforBig Air Trampoline Park

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My 2.5 year old son and I were at your ************ location on 05/03/23 during toddler time when I saw him go behind the dodgeball area. When I went to check on him I saw there was a door propped open and immediately knew he left the building. A friend and I ran out the door and didnt see my son anywhere. She went left and I went right, both yelling his name searching. People at the surrounding companies started yelling his name and looking for him as well. A friend went inside to let the staff know there was a missing child. I came back around to the parking lot and he was found between cars. The manager was standing at the door and went back inside. After I gathered myself, my son, and my infant I was walking towards the door where the two staff members were standing and saw the manager come up to them to tell them what happened. They laughed. At no point did a single member on staff ever help or even offer to help. This was obviously not 100% their fault, but their lack of compassion and complete unprofessionalism was astounding. I noticed they at least closed the door so this wouldnt happen to another child, but Ive heard from other parents that theyve experienced similar situations. This location is near a very busy street and my son could have been killed and there was zero assistance from your staff, which I cant stop thinking about. This door should not be left open for various safety purposes. I hope you can help implement better safety measures and perhaps a better protocol when a child goes missing.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello!I visited Big Air ************ a few times during the toddler time hours and once during regular hours and all 3 times I have seen a door propped open in the back that is leads out to the parking lot. Someone from the outside could easily wander in and access the children playing as well as a child could wander out. Big Air is a large facility where children play and even as a parent who watches their children carefully there are sometimes blind spots where your child can go and you can't see where they are for brief moments of time. On top of that, during toddler time especially with the younger ones, their area of play needs to be secure.I asked an employee about this door and asked if it could be shut and she told me this in an employee entrance. Surely, there has got to be a more secure way for employees to enter than just having an open door propped open. In todays world we really need to be diligent on who is able to access our children and keep their safety in mind.I have also witnessed the door to their back of house area open also during toddler time. The hallway seemed filled with equipment and all kind of things a child should not be getting into. I tried to reach Big Air ************ directly through their ******** page to no response. I could not find a number for their corporate office so I thought I'd try through here. Big Air should take the steps necessary to keep the children safe while playing.

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