ComplaintsforRockin Jump

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel my membership for 3 months for my two sons, ******** ****** (12/19/13) and ****** ****** (08/12/15). I have made multiple phone calls as the continually refer me to email my request to dublin-oh@rockinjump.com (with no g on rockin). The staff member I spoke to one of those times confirmed my email was received and said he would make sure management took care of it. They did not. I have now emailed them three times (3/12, 4/9, and 5/3). I can provide the email proof if need be. They continue to autodebit my account. I simply want my membership canceled. Thank you for any help you can provide.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two $25 gift cards 11/3/23. When tried to use received error code not valid". Supervisor on duty also received same error and purchase had be processed incorrectly on 11/3. Was told to send email. Response to email was found purchase and each card still has balance of $25. Nothing about correcting the issue. After I responded I knew still had balance, was told they would forward to corporate to get it resolved. Nothing but runaround to resolve.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Mega bday party VIP $485.67 11am to 12:30pm jump time w/ bday party room up to 15 kids - 10/14/23 w/ pizza drinks paid for in advance. 1. Call week before party saying need pay still; I note we paid in full weeks ago. Business said nothing in system need to prove paid or pay (nearly $500) again. Emailed receipt had credit card/paid in full info. 2. 11am day of-party rooms 1 & 2 (of 3) occupied w/ kids. 3. 11:15am I see cousin & her FOUR kids (guests) stopped at front desk signaling something is wrong. Go over manager ******* tells me--in front of cousin/guests--she cannot let them in unless we pay more as over 15 kid package. I explain not possible bc we won't have 15 guests; ******* got confrontational tried to overcharge me--list showed she had kid/names on there we did not know. 4. Asked host ****** 11:30am why we could not use vacant partyroom 3; said ask mngr ******* (*)--bot* look 16-yrs-old. * said those in rooms 1 & 2 booked parties starting at 10am, if suc* parties start when no one else is using room, can use room whole time even jump time. Asked * when party to start in room 3; she thinks noon; looked at whiteboard in front lists bday parties names/times/rooms. (Photo attached) It noted that no parties until 1:30pm in room 3; told * room 3 empty til 1:30pm explained we fit her policy of why kids in rooms 1 & 2 were able to use those rooms... room 3 no one booked until 1:30pm since no one was using room3 we should be able to...* said "you still can't use room 3 bc our computer lists the rooms & that's just the policy I don't know what to tell you, you are set for room 1." 5. ****** clears party/kids in room 1 at 12pm; made parent customer mad there who came up to me said "you know we suppose to have this room until 12:15pm" got confrontational. 6. Received room late 12:45, pizza late (& coerced to give another credit card for pizza), presents smashed by workers in bin, workers rude made all uncomfortable felt like selectively withheld room & service.

  Customer response

  10/18/2023

  From: ******* ******** ********************
  Date: Wed, Oct 18, 2023 at 1:41 PM
  Subject: Re: Rockin Jump Complaint
  To: *** ****** **************************
  
  
  

  Thank you so much! The link you provided worked and it finally submitted! I have two photos but did not submit them--I was worried maybe that was what held it up before.
  
  If anyone wants photos showing we could have used the room (their own business white board showing it was open until 1:30pm), please let me know!
  
  Thank you again!,
  
  ******* ********* ###-###-####
  

  On Wednesday, October 18, 2023 at 11:58:23 AM EDT, *** ****** ************************** wrote:

  
  

  
  

  Here is a link to file a complaint against the above business. If the link does not open, copy and paste it in its entirety into your browser.

  
  

  ***************************************
  

  
  

  You can just copy and paste your description of the complaint whic* you emailed to us if you saved it.

  
  

  Thank you for contacting your 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. ↩