ComplaintsforDEFY Boise

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On May 4th, 2024, my daughter attended a birthday party held at Defy Boise at the Nampa location. My daughter made a mistake and took her phone with her while doing the obstacle course, and it fell into the foam pit. (yes, she did not listen to me, she is 8 years old.) While we understand that damage to personal equipment is not the responsibility of Defy, her phone is working and lost in the foam pit. On the night of May 4th, my husband and daughter went to defy at about 9:30 pm, trying to find it, with no luck as the foam pit is massive. We used FindMy with her iPhone and played the sound, which my husband could hear when the music would switch songs. He contacted the Manager of the Nampa location asking when the foam pit would be cleaned, the manager stated per their policy, they clean the foam pit once a month. We waited patiently and were told they would be cleaning it out mid-month, fast forward to mid-month, and they pushed it another week. Well, it has been over a month and it still has not been cleaned. We followed up last week, with no answer. I need to know if her phone is in the foam pit to either file a claim with the insurance for a replacement, or to see if it is in good working order. If your policy is to clean the foam pit once a month, why hasn't it been done? That is disgusting. I do believe if it was an employee's phone or the phone of an employee's family member, it would have been done on schedule. We have been lied to, and well, not cleaning the foam pit once a month per your policy, is negligent, and a health hazard. I do not want compensation, but I do want answers as to why the foam pit has not been cleaned this month, and want my daughter's phone back. I am sure this isn't the first time this has happened. Attached is the waiver signed on May 4th.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed my daughter up for a monthly membership and was told that I could cancel at any time prior to the renewal date. This wasn't true. Buried in the fine print of the lengthy agreement was the fact that they lock your account 3 days prior to the renewal date (this would be when most people are cancelling of course). The system is designed this way in order to get an additional payment from the customer after they no longer want the service. I cancelled on 1/27/24 and was charged a few days later ($20.13). I called the company several times and was told that a manager would have to call me back about a refund. There was no call, so I stopped by. They told me that I'd have to e-mail the company, so I did. At that point, they gave me the run around before sending their policy to me and saying that they wouldn't refund the money. I understand that I didn't cancel 3 days prior to the renewal date. I also understand that this is intentionally set up to trap people because it contradicts what the employees tell you. It's an unethical way to do business, and they need to stop.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The money we paid for services has now been taken and my son was told to pay additional money after in order to use the facilities that are paid until Dec. 31, 2023.

*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. ↩