ComplaintsforSky Zone - Clearwater

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service a child was left stuck in a pit because there was nobody supervising the area. ***** was terrified, screaming, and trying to climb the walls to escape. **************** when trying to pay my bill, asked for help To handle the invoice and nobody showed up, I missed half of the birthday party for my daughter because I was waiting on employees that were, Too busy hanging out with other coworkers to help customers. We left due to the fact that we assume the bill was handled because nobody was coming for to bring us any evidence of a bill due, later got a phone call and a text message stating they were going file a police report because we stole from them.********* claimed to be the owner and she was extremely rude on the phone over talking to me and would not listen to any of my complaints or concerns.

  Business response

  07/08/2024

  We have already spoken to this customer at length. Most of what was noted in this complaint wasn't mentioned in our call, but we appreciate the feedback. We will not be providing any compensation or additional responses. By hosting a party in our establishment, the guest is committing to pay the bill in its entirety at the time the party ends. The customer refused to pay the bill in full as she didn't agree that she had invited the number of jumpers that checked in for her party and chose not to pay on time resulting in a late fee that was assessed and is still outstanding in our bookings. When offered to remove jumpers she didn't invite, she refused to go over the names so we could contact the jumpers she didn't invite for payment. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Skyzone Clearwater ****************************** April 28, 2024, 2pm-4pm Summary:2pm: My wife unloaded food by the Skyzone front door including pizza. My wife honestly thought we were allowed to bring some because last year, in the same Skyzone, we were allowed to do so.3pm: Our group was called to the party room, Room 5. The disputed pizza was left at the lobby. One of our guests, who had no idea about the conversation that it was not allowed, mistakenly brought the pizza upstairs.3:05pm. The lady server who was assigned to us about 5ft, 150lbs, w/glasses, started yelling at everyone to leave the facility. I explained we will not serve the banned pizza. But she didnt listen. I was calm despite her constant ********************* I accepted their decision for us to leave so I requested the server that I talk to our guests so we could leave in peace without her making a scene. However, she did not heed our request. She went on to each table yelling at everyone to leave or she will call the police to eject us. She yelled at a 7month pregnant guest, a mother who just gave birth with her new born, 80-year old guests, everyone. The guests were innocent & without fault. They did not deserve this treatment. Why she yelled & disrespected them was beyond comprehension. The manager, *****, did not pacify the situation. Instead, he went on to yell at us creating a scandal. We are Asian minorities, but we should have been treated better. Our group was full of educated people, had I been given the chance to speak with our guests and leave in peace, we would have been fine. But it was a hateful treatment. This discrimination was felt by all. We were non-violent. I didnt even raise my voice knowing that we had little kids.3:10 We left. The lady server slammed the door, chairs, tables, trash cans&laughed as we went on a walk of shame. The manager was equally guilty. He didnt pacify & essentially gaslighted the situation. Our kids &everyone were traumatized.

  Business response

  05/01/2024

  Please see the attached. 

  Customer response

  05/01/2024

   
  Complaint: 21641830
  
  I am rejecting this response because:
  
  Refund has not been issued. The manager in his anger said we dont want your business, we dont want your money. So where is the refund? It is obvious that Skyzone failed to comply with its contract.
  
  Moreover, the response from the manager completely missed the point of this letter.
  
  But first, let me set the record straight. I and my wife did not yell nor degraded the assistant manager. In fact, between me, my wife, ***** (the manager), and the assistant manager, the latter two were the ones who were screaming at me because I was trying to come up with a more calm exit. *****, actually apologized to me for raising his voice at me because I told him to calm down because we had little kids & vulnerable old folks. But after apologizing, he just let his staff go around verbally threatening everyone. If a guest acted as alleged in the response below, it was because of the verbal threats of the assistant manager. Logic and common sense, why would we even initiate an altercation in the first place? If that person acted that way, It was a human natural reaction to the assistant managers actions.
  
  Again the point missed here, the bottom line and the glaring truth - is the mishandling of the situation. This complaint was filed with the intention to correct this mishandling and hopefully protect future Asians or minorities like us in the future. Nobody deserves the kind of treatment we went through. If there is one thing I could agree on the response, we are also happy not being in the respondents facility now or in the future.
  
  As to the corporate appeal and to the business bureau, this complaint is essentially to raise awareness to the corporate office that this incident happened and it could have been handled better. If handled correctly, this would not have been an issue for us. We would not be here wasting our time. As a franchisee, which represents the image and name of the company, they the responsibility to abide by the core values and principles of the mother company; thus, just like any contract/franchise holder, if broken again and again could jeopardize the franchise. But this, I leave the corporate office to put on their record that this happened. Hopefully a deterrent to future actions like these. As to other actions the corporate office would take, we leave it to them. 
  
  

  Business response

  05/02/2024

  Good afternoon,
  Below is the correspondence we have already replied regarding this. We will not be providing a refund. We do not owe the guests any money. They utilized our facility, attractions, party room, and supplies for 1 hour and 30 minutes. They broke our rules after being informed in depth in a very long conversation prior to the start of the party. They also then posed a threat to our staff which is a zero tolerance policy of our establishment. Guests that are banned for refusing to follow our policies are not entitled to any refunds whatsoever.

  We will not be responding any further. Guests were more than communicated with and given every opportunity to have a party within our business if they followed the business rules which they did not. That was a choice they made and as a result we ended the party 30 minutes early.

  Additionally, the guests mentioned a ridiculous claim regarding their treatment having something to do with discrimination and mentioned their races. I wanted to address this as it couldn't be further from the truth. The people they interacted with were a young ******* American woman, a young half puerto rican and half black woman, an Asian man, and a woman that is half French and half Cuban and shares the last name of the guests themselves. We could not be a more diverse group and find it disgusting they would lie about mistreatment regarding their race. They disrespected our small business, refused to cooperate, were given several chances to abide by the rules, chose not to and acted as if they were above the rules, then once caught,  they attacked and threatened our staff. These guests are rightfully banned from our business and entitled to nothing. 

  Response already provided is below:

  
  This park is not a corporate park. It is an individual small business franchise. However, at absolutely no park is outside food; especially pizza permitted. 
  
  These guests were informed on numerous occasions that we would not allow the pizzas inside. It was discussed on their confirmation call and upon arrival by ownership and management team that the pizza would not be allowed. It was discussed at length with the mother of the party  for twenty minutes in person. They had every chance to abide by our rules and chose not to. The family chose to break our rules and as a result we had the right to refuse service and we did just that. 
  
  We will not be responding any further requests regarding this incident whatsoever. We will contact the Better Business Bureau and close the case. 
  
  The family of the party threatened my staff. They yelled obscenities such as calling my Assistant Manager a B**** and telling her to Shut the f****** door and get the f*** out of our party room. He also continued by attempting to degrade her with things like that is why you work at f****** sky zone. This type of behavior will never be tolerated in our business. As a result, we have also banned them from our facility. 
  
  We provide a great service. We have rules, as does every other business. We communicated these rules in depth in a confirmation call and in a twenty minute conversation with the mother of the party. The parents were informed the pizza would not be allowed in the building at all and that our parties include our pizza. There was absolutely no confusion on this. She understood. We allowed her to bring in her salad and told her the pizza needed to go to her car. Choosing to break these very clearly defined rules, resulted in the party being cancelled 25 minutes early.We were kind enough to allow them 5 minutes to announce the party was over to their guests rather than just outright embarrass them. They continued to refuse and waste time so we preceded to do that for them. 
  
  We take our safety very seriously. That includes safety of our staff. The behavior of this family posed a threat to that safety and because of that alone, we will not be readmitting them to our facility. 
  
  Bests Regards,
  Sky Zone Clearwater 
  Ownership and Management Team

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just got off the phone with the franchise owner of the Sky **** in Clearwater, **. We had our daughters birthday party scheduled for this Friday, which my wife booked back in February. At the time of the booking, there was an online coupon for half off, which my wife applied when she paid her deposit. Earlier today the franchise called us to confirm the party was still on, at which point the question of payment came up, which my wife was surprised to hear that we had an outstanding balance (given the coupon she applied back in February).The individuals we spoke to, including the owner, claimed that my wife did not apply the coupon, acknowledged that the offer did exist at the time of her booking, denied any possibility of a technical/billing mishap on their end, and insisted that they would not offer the same discount now.Rather than take the, Customer is always right approach to quickly resolve our situation, the owner instead escalated the conversation to a new level telling my wife that she could either cancel our daughters birthday party for a refund, or that everyone was welcome to attend except me (the childs father). The owner barely let me speak over the course of the call, and when she did I was told I was aggressive. And when I said this would not stand, and that I would be letting the attendees and the BBB know about our experience, she said that was fine and that shed respond to BBB with exactly what she told **** think both the employee and the owner missed the point of this entire exchange. The $300 difference in cost was trivial. But our treatment and the insinuation that my wife was attempting to lie or cheat our way into a discount that we werent entitled, was very insulting.While I can't do anything about my treatment from the owner, my ask of the BBB would be that Sky **** no longer offer coupons of which it has no intention of honoring, and/or maintaining proper historical records so that a customer may contest them without being accused of incompetence or deception.Sky **** ************************************************

  Business response

  04/13/2023

  ************************************* is not welcome at our establishment. We are a child safe place. He threatened and then went on to promise harm to our business if we didn't honor a coupon his wife knew about but didn't enter. Not once did myself nor my staff accuse her of lying. *********** chose the dialogue of "are you calling my wife an idiot?" and other derogatory terms. We simply both repeated several times that we cannot honor a discount that is no longer valid and hasn't been valid in two months. Rather than force them to host a party they may or may not be able to afford at full price, we offered and gave the full refund of their deposit. ***************************** and her children are welcome to jump anytime, but the aggressive nature in which *********** acted over the phone to a complete stranger, is enough for us to choose to not allow him in our facility. We will not take the risk of this individual treating our staff or guests the same or worse in person. ******* agreed she didn't enter the coupon. She asked we not cancel the party. At this time, we had already chosen to ban *********** from our facility. This party was booked online. Therefore she did everything and at the end before payment was prompted with the total and the total of the deposit. She was then emailed the same confirmation twice in a  receipt form and booking layout. She understood we could not honor it. *********** did not. He chose to continue to threaten that he would cause far more harm to our business than the $300 we weren't discounting. He promised he would do so if he didn't get his way. We will not respond to threats of any kind. It was at this point we made the choice for them and chose to refund them in full and cancel their party so they can find a more suitable business for their needs. Sky **** will continue to offer coupons and clearly state how to redeem them and their expirations and we will not be forced to require to backdate for those that can't use it, misuse it, or don't do their due diligence to ensure it was applied. We are a business. We believe everyone should be treated fair and equally and therefore that is why this party was treated exactly like everyone else. 

  Customer response

  04/14/2023

  Complaint: 19924462
  
  I am rejecting this response for the following reasons:
  

  My wife did not state that she hadn't entered your coupon, otherwise we wouldn't be having this conversation. So when your BBB response reads,"...agreed she didn't enter the coupon", we must acknowledge that you are in fact, lying.
  

  You've colorfully wordsmithed an insinuation that I threatened someone in your response, by saying, "...is not welcome at our establishment. We are a child safe place. He threatened and then went on to promise harm to our business...", which broaches libel.
  

  At no point do you actually identify yourself, yet you feel compelled to publicly use our names in your BBB response.  I've already requested the BBB to expunge our names as a matter of basic privacy.
  

  You seem to be of the mistaken opinion that technology, of which you did not create, is infallible, and conclude that your customers must not be trusted at their word when there's any disagreement.
  

  I suspected no resolution was going to be achieved from our brief, one-sided phone conversation.  Judging from all the other BBB complaints, and your current C rating, I'm confident now that our interaction was ever only going to have this outcome.  And that legendary ultimatum you provided (that I stay home, and miss my daughter's party) speaks volumes about your state of mind.  The irony of a person with such an obvious disdain for others working in a hospitality business has not been lost on the parents that would've otherwise been attending our daughter's birthday party there tonight.  We've since made other hosting arrangements, so your unhinged tirade didn't manage to destroy a nine-year-old's happiness.
  
  Thank you,
  
  *************************************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a birthday party for 20 kids. First they didn't want to give us the the pitchers that were included with this $700 party. When they did bring them they counted water as soda. plain water in a pitcher. we show up with decorations at 3pm to decorate. We were told they did not have enough rooms, we could not get our room that we booked, until 4:30! We asked where our table would be to congregate with the *************** They don't have any! So for $700 you do not even have a table to host your party. They put a cart by the desk, at the entrance & said stack our stuff there. kids kept grabbing things from our carts. No one watched them. Therefore we had to stand at the entrance & babysit our carts so no one walked out with our stuff. They said we could take our carts upstairs and wait for the party room. We were then told we had to clear out of that area because someone had a party booked at 4:30, they needed the entire "parents deck" for this party? they get the entire second floor & for the entire time of their party? people were bringing in coolers full of food yet we were told we could only bring in the cake.We go to set up our own party to find the tables are sticky, dust was so thick it was falling down from the ceiling. There was grease all over the walls, an overflowing trash can, etc. we were then rushed. They came in at 5 and turned the lights out. They said time to finish up, really!? We couldn't even get refills. Then, they argued that we should tip 20%. The party ended up being $750. you did not even refill a pitcher or help serve yet you want 20% gratuity, for less than 45 minutes. Our kids were still finishing their *********** were bringing stuff in for the next party! They make you sign waivers yet they do not take safety precautions. There are shoes, clothes, mats, trash EVERYWHERE! A staff member injured himself & was laying on the floor. Everyone just walked over him. They also added ************ to our bill & charged us.

  Business response

  03/03/2023

  Good afternoon,
  We will not be providing any refunds for this party. The party got exactly what they signed-up for which is 1 hour of jump, followed by 45 min in a private party room, followed by 30 min of additional jump time. All 55 parties this weekend ran the exact same. I have attached the email confirmation that this guest received twice in which explains exactly how our parties are run. No party is provided access to the room at check in. We hold everyone's things on assigned party carts, we hold everyone's shoes, presents, and provide wristbands and socks. Guests are able to grab fountain drinks from fuel zone if needed prior to room time, as explained in the confirmation email. The room time is also chosen by the guest and auto-prompted for an hour after the start when booking. I have attached our website link where you can see that and again the explanation of what the party includes and how it will run. 
  
  Confirmation Email Example:
  Hi __________!
  Thank you for booking a  Party at Sky **** Clearwater on ______. Your scheduled Jump Time is scheduled for ______,check in will last 30 minutes, please arrive 30 Minutes early. We ask you to arrive promptly with your guests to begin check-in, early arrivals may be asked to wait for your check in time. This confirmation provides a breakdown of what your celebration with us will be like, our policies and tips to enhance your experience. Please take a minute to read through in its entirety as our policies are strictly enforced at all times.
  *Prior to your party date, please email us a guest list of all guests that have been invited and are eligible to be included in your party package. This list will help ensure that only invited guests will be included in your party invoicing. If you are not concerned with limiting guests, then this step may be disregarded. At times, some guest parents may ask to have siblings or themselves included in a party they are attending. If you would like to include siblings and/or adults, please add those names to the guest list you provide. Anyone who has not been included in your list will be asked if they were an invited guest and we will clarify with the host during their check-in.If you do not want to add them, then we will direct them to the main check in counter where they can purchase an activity pass. If you have decided that you would like to include anyone who asks, please let us know that in advance and we will not go by a guest list.
  Party Time Schedule
  Party Time Schedule for Traditional Packages (Epic, Supreme, Ultimate, Legendary)
  First 30 minutes are for Check In Time: The 30 minutes allows enough time for your guests to arrive and for the guest of honor to greet each friend. During this time we will be verifying waivers, distributing SkySocks, and finally, delivering Safety Rules and Activity Passes. We advise all guests to arrive promptly for your scheduled check-in time. Should you or your guests arrive late, their check in may be delayed as we are checking in the next party, and we will be unable to ***** additional activity/party room time. Our party room times are strictly set so that each party is given an opportunity to celebrate privately.
  
  All participants or guests planning to enter the platforms, regardless of age, are required to have an active waiver on file with us. Participants under *********************************************************** guardian. To ensure a speedy check in, waivers can be completed in advance on our website www.skyzone.com/clearwater . If necessary, waivers can also be completed on our waiver stations upon arrival.
  
  Following Check-In Jumpers will have 60 minutes of Activity Time: Party guests will have access to all of our attractions. During activity time, non-participants are welcome to follow the party guests while remaining on the platforms. The Sky Lounge is also available to non-participants with comfortable seating and a broad view of the park, or they can have a seat in the concession area.  
  Please be advised that your party room will NOT be available to you before or during your activity time, or after your scheduled party room time unless additional room  time is reserved and paid for. Additional party room time may be available to purchase in advance, please contact us for pricing and availability. This is a first come first serve basis. ********** fill up quickly, so we advise scheduling this ahead of time.  
  
  Next is your Scheduled Party Room Time. You will have 45 minutes in a Private Party Room Time (access to Party Room is only available during this time as we do have other parties going on): You will hear an overhead announcement gathering your party guests together for pizza, drinks and cake (cake supplied by you). A fridge and freezer is available for storage for your cake or cupcakes during activity time. During this time, our Party Pro will be with you to continue the celebration and to take care of the serving if you choose and clean-up  and refills for your guests.
  The Part Doesn't End There! Last 30 Minutes of the Party is for additional Activity Time (60 min for Legendary): Party guests will have access to all of our attractions again for the final 30 minutes (Legendary's will have an additional 60 minutes). Jump time is split up like this so that we can fulfill that appetite jumpers worked up at the beginning of the party and then return for a little more fun following the scheduled room time.  During activity time, non-participants are welcome to follow the party guests while remaining on the platforms. The Sky Lounge is also available to non-participants with comfortable seating and a broad view of the park, or they can have a seat in the concession area.  The party room will be cleaned up and vacated after the 45 min scheduled party room time for the next party. At that time we will store all remaining food, presents, and personal items on carts at the party check-in so that guests can return to the play area.
  
  **cause of scheduled time constraints, there is not enough time for gift opening. We appreciate your cooperation with this.
  Also Included in Your Package
  Sky **** Clearwater provides Sky **** themed plates, napkins, cups and utensils for your event. You are welcome to bring additional decorations, such as table cloths and/or themed party ware and balloons. Your party host will take care of all set up prior to your party room time as there may be other parties in your room during playtime.
  Horns & confetti are strictly prohibited. Wall decorations are are only allowed if hung by sticky tac provided at the party check-in desk.
  Invitations are included in your party package. Invitations can be picked up at the park at any time during operating hours. There is also a link on this email to get to our evite and a scanned invitation you may use as well.
  click here
  
  Party Host's
  A Party Host will be available to assist you during your scheduled room time. They are able to do anything you wish, if you have an special requests, please don't hesitate to ask! As a reminder, our Party Host's do work off of gratuities and they are greatly appreciated.
  GLOW
  If you are having a Birthday Party during GLOW (Every Friday and Saturday Night from **** P.M.) Participants must wear a white or neon shirt in order to play!  Glow shirts can be purchased at a discounted $5 per shirt for party guests. The party guest of honor will receive a free shirt from us as a gift.
  
  *Glow is a $50 upcharge to any party jumping between 7pm & 11pm Friday & Saturday. Parties beginning at 6:00pm or later will incur this fee as part of their jump time will be done during GLOW. Shirt requirements will be enforced for all beginning at 7pm, so please inform your guests.
  
  Sky **** Clearwater Policies
  *All outside food and drinks are prohibited with the exception of cakes, cupcakes and a fruit/ veggie platter, or sandwich trays. If a guest has an allergy we need to be aware of, please advise us at your earliest convenience so that we may make any necessary accommodations. Facility Rentals are able to cater in outside food with the exception of pizza, chicken tenders, or beverages.
  *During your party activity time, your guests can visit the Fuel **** or Water Fountatin for water. We ask that participants take small sips throughout their activity time to stay hydrated, but not enough to upset their bellies. We also do have water fountains for your convenience.
  *Every participant who enters the courts must have a visible activity pass sticker, sky socks, & an active waiver signed, regardless of age. We maintain capacity counts for our participant's safety. If an adult would like to enter our courts to assist their child, they will require a signed waiver, activity pass and Sky ***************** is our #1 priority and we do implement age/size separation as well as additional rules for activity time. There are rules posted at each attraction. If you have any questions please reach out to us for details.
  *All Participants must wear SkySocks on all courts and attractions. Sky Socks for each participant are included in your package.
  *All Parties must check-out following the event. If you fail to check out of your party at the end, and we are unable to reach you on the same day. You will incur a Late fee of $50 for late payment. After 24 hours if we are still unable to take payment, it will be reported to as a bad debt to collections and marked as theft with a police report.
  *Each party is charged a group service fee. This fee is added to the booking once confirmation is complete. Fees are as follows: Epic $10, Supreme $15, Ultimate $20, Legendary $25.
  Groups < 40: $10 GSF
  Groups >40: $20 GSF
  Groups over 100+: $50 GSF
  *Gratuity for hosts is not included for birthday parties in the party price and can be added at the close of your party or given directly to the host in cash. If you leave without paying, we will autograt the party up to $100 flat fee or 15% of the event total.
  Facility Rentals:
  Our goal is to bring your desired celebration to life when renting the facility. The party jump and eating schedule is determined by you. We will adhere to your desired flow of events.  Facility Rentals vary in price based on On & Off Hours, Weekday vs Weekend, Holidays & School Breaks, etc. Facility Rental quotes will be created on a case by case basis. Cleaning fees & gratuity will be added at the end of the party close out.
  Outside food may be catered in for facility rentals, not to include pizza, chicken tenders, or beverages. Warmers & refridgeration is available upon request.
  GLOW May ** Added For $250 For one Hour Of Facility Rental. GLOW Shirts or ***** Shirts Will ** Required For Participants. These can be purchased for $5 each.
  Facility Rental Parties will be charged a cleaning fee based on our contracted cleaning services quote not to exceed $200.
  Facility Rentals Will Incur a 15% Autograt. This grautity will be added at the end of the party after all packages and add-ons are finalized.  
  *Every participant who enters the courts must have a visible activity pass sticker, sky socks, & an active waiver signed, regardless of age. We maintain capacity counts for our participant's safety. If an adult would like to enter our courts to assist their child, they will require a signed waiver, activity pass and Sky ********************** Party Add Ons:
  Additional Participant $19.99 per person (Facility Rentals extra jumpers is $19.99/ jumper over the initial 40 included)
  Parent Package $70 / $80 / $90 / $100 (Based On Package Booked) *Not offered for facility rentals.
  Additional pizza $18
  Extra Pitcher of Fountain Drinks $8
  Chicken Finger or Wing Platter $35.00 (serves 12-15)
  Hot Pretzel Platter: $20
  Dippin' Dots $4.00 each
  Small Icee $2.99
  Balloon Bouquet $25.00 (20 balloons, up to four colors)
  Facility Rental Balloon Package $150 (Balloons to decorate Party Room Five, check-in and around park attractions.
  Small Goodie Bag $5.00 each
  Party Animal/ GLOW T-Shirt $5.00
  Popcorn Bowl $8.00
  Experience Upgrades
  Party Room: Additional 60 min at end of party or during jump time $100
  Additional Activity Time: Additional 30 Minutes for all jumpers $50, Additional 60 minutes for all jumpers $100
  Party Confirmation Call
  We will be reaching out on the Tuesday before your party to confirm the details of your party. Typically at that time RSVP's are in, giving you a better idea of a head count, and we can discuss to make any adjustments or corrections.
   If you have any additional questions, please contact the Events Department.
  Payment/Refund/Cancellation Policy
  A 50% deposit has been applied to your event and the remaining balance will need to be paid at check-out of your event. For security reasons, we do keep credit card informtation on file in the event that you leave prior to checking out.
  Your deposit is completely refundable up to 7 days prior to your scheduled event. Should you cancel your event within 7 days of the scheduled date, you will forfeit your initial deposit. You are allowed to reschedule your event 3 times without penalty; however, we cannot guarantee that any specific dates/times will be available. 
  Facility Rentals Deposit requirement is $500.
  
  Please wish _____ a Happy Birthday from us!
  We are so excited to host ____ awesome party!
  Thank you for choosing Sky **** and including us in your special day!
  Sky **** Clearwater
  13000 **************.
  *****, ** 33773 
  ************
  www.Sky****.com/Clearwater
  
   
  

  Customer response

  03/03/2023

   
  Complaint: 19362861
  
  I am rejecting this response because: 

  Complaint: 19362861
  
  I am rejecting this response because:
  first off the place was NASTY!!  The health inspector confirmed that he when he returned my call, after visiting your filthy establishment. Theyre also running an Amazon shipping business illegally out the back door. yeah, we saw it! 
  
  we were not given the room nor were we given the correct balloons. The room we were given was NASTY! 
  
  no napkins, empty pitchers. The upper deck they say we could use they told us we had to leave for another Party. So therefore your contract is garbage. Nothing you promised was done. 
  
  not one person has a sticker on. Most kids were not even given their overpriced socks. Most kids had previously filled in their waivers but the incompetent staff could not find them. 
  
  We did have a cart at the entrance for gifts however people were messing with the gifts & the rude woman behind the counter only had time to talk to the one party that was allowed to bring in food, drinks, etc & have the entire upper deck for their entire party!!! 
  
  this woman, ********************************* is her name according to the health inspector should not be running a business. She is rude, nasty, filthy, disrespectful & has no clue how to run a business. Her only response when we attempted to rectify the issue was to call everyone racist no one cared what she looked like. We just wanted a clean, organized party that was well paid for. Her reviews speak for themselves. Btw this location is in largo so be aware the reviews for sky zone largo are for the same location. Its labeled Clearwater / largo just to caution future guests to avoid them both!!! 
  
  this place should be shut down & the complaints will not cease we will continue to let everyone know to avoid this DUMP!!! 
  
  Sincerely,
  
  ***********************************
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/21/22 I purchased some daily passes to Skyzone for my kids for $77 but then realized the monthly passes would have cost $25.68 more so we requested monthly pases so we spent $102.68 for my 2 children which also they said its an agreement for 3 months with autopay. At that moment I really didnt think about how expensive that was, so we went on to jumping. A day later or so I called my bank to dispute this since Sky **** does not offer refunds. I explained to the bank we were not satisfied with their services at Sky **** for 2 reasons, reason 1 its too expensive and reason 2 the place wasnt so safe. There were areas where the protective net was too loose on some sides and kids could jump and hit their head in metal bars. I didnt tell an employee about it. My bank gave me my money back but today 01/04/23, *** (Assistant Manager at Sky ****) called me at 2:45PM to threaten me with submitting a police report if we dont pay the disputed charges plus the upcoming 2 monthly payments for the initial 3 month agreement by the 19th of this month. I told her I would investigate this because it was odd to receive a call from Sky **** with a threat of police involvement. I took her name, *** and the general managers name ****. This was very rude and disrespectful to my family because we are honest and I didnt give Nya a hard time during the call. I acknowledge that I would talk to my wife and figure this out. I called the bank to get feedback and they were in shock I received this type of call because me disputing charges with the bank does not warrant a threat from the ********************

  Business response

  01/31/2023

  This guest essentially stole from us. He brought kids to jump in our facility and chose to dispute his transaction because he needed the money. He has been given the option to pay us back and avoid police report. He has until end of business today to pay. We will file first thing in the morning. Phone number ************ was provided. I have left a message informing him. This complaint is absurd as he knowingly stole from us by lying to his bank in the dispute. I have him on cameras paying and using our facility. I will provide this to the police tomorrow and I will not be responding to any further communication from this individual. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased memberships for my son and two grandchildren Before purchase I explained that i was displaced from hurricane *** and verified it was ok to bring my *** dog (in training for service) and my sons puppy they said it was no problem. almost three weeks into the membership i was sitting upstairs in a corner area where they kept 3 broken chairs near a dumbwaiter elevator used to bring birthday supplies up. i was told i could use the two broken gates to create an area for me to sit in with the puppy while waiting. A lady came up shoved the gates and immediately began to scream at me. Never introducing herself, not in uniform, no name tag saying "this isn't aceptable, get out of here, you don't have service animals, get out now!" i tried to explain it was preapproved and give me a moment to get my belongings together and I have to get my children she screamed the dogs aren't allowed with me to find the kids. she began to shove tables and chairs around that other customers rearranged and mumbled 'bitch' she continued screaming at me that i was blocking the elevator .I went to find my kids to leave as she demanded i leave the facility and she told me to leave its my problem if i can't take the dogs. i was outside and called the front desk to page my children or im calling the police as the manager wont let me in to get my children my phone died. my son happened to see me outside. i told him to get my grandchildren we had to leave i was kicked out my son spoke with the front desk i was told to return in the manger wanted to speak to me. i had my grandson watch the dogs i went in and the manager said she didn't want to talk to me to get out. while almost to my vehicle the manager pursued my son 'saying your banned, your banned as a family, you should be proud of your kids , your banned get out.' the day before the dog was lunged at and attacked by a pregnant ******** that came out of the office. i had a attack my dog was trying to alert to the lady blocked this

  Business response

  12/19/2022

  We are offering no compensation nor refunds. Guests was informed by several staff over a two hour period that the area could not be blocked off. This blocks the ADA ********* ********. The guest was sitting with gates blocking the ADA ******** lift and with two dogs. Repeatedly staff said they couldn't block this and the guests response was that it was the only quiet place in the building. Not once was she told she couldn't have dogs. She was told we would not tolerate having pee pads on our floor inside our building as this is unsanitary and not at all required of us and that she could not block the ADA ******** lift for any reason. These dogs have been in our building before and not been asked to leave as they didn't block our ******** nor have pee pads exposed. After two hours that my staff repeatedly told her she could not sit and block the ********, I then went up and moved the barriers. I moved the barriers as they were illegally set up and multiple employees told her they could not be there, but she refused to move. We removed these and told her the pee pads needed to go. The guests took it upon herself to assume she was being kicked out. She was never told the dogs had to go nor that she had to go. She was told it was inappropriate to claim to be ADA ***** and yet block the ADA ******** lift and lay down pee pads in which my staff would have to walk over.  She began threatening that she would cancel her membership. The guests is not a member at our facility nor has she nor her family ever been. They purchased a month pass and used it  9 times. We could gladly cancel the month pass and then change the visit to individual jumps which would be $30 per 9 visits equaling a total of $270. The guests paid $55 therefore is not shorted no owed any money. The guests children came to the front desk utilizing profanity and claimed that the manager, cursed at their mother which did not happen. The guests claimed yelling occurred, which did not. Ultimately, the entire family has been banned from our facility and will never be readmitted. This was not anything to do with pee pads, dogs, service dogs, nor blocking of our ADA ******** lift, but instead was because we will not tolerate the language used by her children in our facility. Twice her daughter screamed "fuck you you f****** bitch" in our lobby.  We are because of this act banning them from our business. We are an individual small business and have the right to refuse service to anyone. It is our policy to enact this right when we feel someone is a threat to the safety of our business which we felt is the case with her and her children. Rather than telling her daughter to stop, she encouraged the behavior. Largo PD was called to issue a trespassing warning and the guests had left the facility. They were informed at the time of the cursing by her child that they were being banned and not a minute before. We had two other service dogs in our building and regularly permit them in our building. We will not, for sanitary reasons have a pee pad intended for urination inside of our building. We will not put our staff in an unsanitary environment to appease this behavior.  We will not be responding to any other points of contact from this guests as they have already been banned from our facility and will not be readmitted under any circumstances. 

  Customer response

  12/19/2022

   
  Complaint: 18605921
  
  I am rejecting this response because:

  This response is nothing by lies! I had filed a police report when I left the facility, our family was and is at present time in fear of our safety from this person due to her unreasonable behavior. When I left the facility I filed a police report, included in my police report when my grandaughter said "what a bitch" when we were already out the door. My granddaughter was upset and protecting her grandmother from the unreasonable behavior from this  women and I spoke with my granddaughter explaining that two wrongs don't make a right and she was wrong for her behavior don't act like her.I have nothing to hide nor won't lie thats why I put that in the police report. Yet this person pursuing changing us outside was screaming at me" you should be proud of your childre". This behavior was against an elderly disabled person and is not acceptable.I won't waste my time going into all the details, as this person obviously feels it is ok to lie, and feels racism is also acceptable in the facility. I will take the details, photos, video taken while at the facilty to legal authorities,  NAACP , ADA  as my disability was violated , and the psa animal registry. If this person is so worried about the cleanliness of the facility why is the foam pit wet in some spots and smell of urine, has popcorn and other food items in the foam pits, peeling paint on walls, broken furnitre and much more. my grandson also acquired injuries at this facility which he might need to be seek medial attention as the employees never told him to throw the rope back in the foam pit causing a large cut on the back of his leg and yet no employees would assist with bandaids and disinfectant, nor would listen to what happened. The "pee pad" she is referring to was for myself and is what i was sitting on after having major kidney surgery, I won't go into details for hippa reasons as she has already violated not only my medical rights but our civil and consumer rights in many ways. This case can be closed as I will have it continued with an attorney. Thank you

  Sincerely,
  
  *************************

  Business response

  12/20/2022

  The things I will address are the personal attacks: 

  Racism: Nothing that occurred in this interaction could constitute as racism. I applaud the attempt at personal attack. What the guests fails to realize is the Manager has a biracial (half black) 17 year old daughter and comes from a completely multiracial family and background. 
  

  ADA compliance: The manager has 7 dogs. 6 of which are service trained and this is a strong belief system as the necessity they provide for her daughters epilepsy, but again the ignorance and assumption are pure prejudice of the guest.
  

  The pee pad: It was on the floor for the dogs. It was not under the guest as she was sitting in a bar stool. She actually stated it was only for emergencies for the dogs, but I appreciate the attempt to insert more lies here as well. This is evident in the video footage. 
  

  Our entire building is on camera including where the guest was sitting with the pee pad on the floor with the dogs. 
  

  It is a sanitary issue and with the other comments it is nice to see the guest wont be missing coming to our facility as they will never be permitted again. 
  

  The manager didnt walk the guest out nor its Children out. When they arrived back at the front desk to accuse her of cursing which didnt happen they then chose to storm off screaming curse words. It is because of that the manager had to inform them they would not be welcomed back for any reason. It is required we provide a trespass warning so this was done so. 
  

  No compensation nor refunds or re-entry will ever be permitted. We have the right to refuse service to anybody. The Childrens behavior was unacceptable and it is because of that they were informed they were not welcome back. 
  

   

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