Sky Zone Trampoline Park — Attraction in Brentwood

My family had a membership at this location until recently. We’ve had two very negative encounters with an employee named Jordan. The first incident we could get over. He was rude to us at check in and the epitome of a disrespectful teenage boy. He has always been quite rude and arrogant every time we have interacted with him. Cassandra the AGM at the time and Steve the GM at the time said this attitude and poor treatment of customers would be addressed an no longer happen. The second incident that influenced our decision to cancel was tonight when Jordan was behind the front desk with two other employees and yelled loudly to another employee who was playing with a few children by the large foam pit in the first section of the play area “HEY __ STOP TOUCHING KIDS.” While this is clearly an appropriate policy, this was an incredibly inappropriate response. You don’t have to work in management to know that response was inappropriate and harassment instead of pulling her aside and addressing the policy if there is one. We watched her happy demeanor completely vanish and her face turn red as she quietly backed away and make herself busy with cleaning up blocks. Normally I wouldn’t go out of my way to make this known but Jordan knowingly publicly humiliated this employee who we later learned has a disability and worst of all he had knowledge of this fact. As a “manager” he should know better and should lead by example. Three other employees on two separate occasions have acknowledged that this particular employees behavior is that of a bully, disrespectful, and harassing. We notified the employee at the front desk that this was concerning and moved to the dodgeball area where we saw Jordan leaning against a beam eating ice cream like the professional “manager” that he is. When we respectfully addressed Jordan he asked if we were threatening him and said “yea I don’t have time for this.” He was not apologetic or willing to listen to the concern. He was dismissive arrogant and rude, which his colleagues recognized as well and apologized on his behalf as we left. Unfortunately, this location is understaffed so actions like this might continue without appropriate response (firing) but I can guarantee they won’t be able to retain new hires if they are treated with this level of blatant disrespect and workplace harassment continues. They certainly won’t gain business from parents with “managers” that publicly humiliate employees. That’s not a behavior I want modeled...

We attended a party at this venue, which is quite spacious, and the children had a fantastic time. It seems to cater to all ages, though teenagers tend to dominate the space. Nonetheless, the staff did their best to take care of the younger kids, something I really appreciate. At the party we attended, there were a few mishaps that shouldn't have happened, especially considering the cost of hosting an event here. The team leader did her utmost. I want to emphasize and make it clear that this person, whose name I unfortunately didn’t catch, but was a team leader, was exceptionally kind and did everything possible to ensure that despite the issues, everything turned out well. In the end, the children had a great time, and they were blissfully unaware of any problems. The adults, however, did notice, and most issues seemed to be internal. For example, it seemed the ice machine was broken, as there was no ice available during the first part of the party. There was also a mix-up with the pizza delivery.

But I want to make one thing clear: the reason I’m writing this is to commend the resilience and problem-solving skills of the team leader. I wasn’t the host of the party but a friend of the birthday child’s parents. They went to great lengths to create a memorable experience for their child, which they succeeded in doing. As a guest and a business owner myself, I was impressed to see someone so dedicated to customer service, and I would like to acknowledge her efforts through this message. Though I didn’t get her name, thank you so much for your help in making everything go smoothly.

To the management, I hope this serves as a lesson learned for future events. The venue is wonderful, and it would be a shame if such issues were to overshadow what was otherwise a...

In January, I noticed that my credit card was charged for $29.62 when my kids did not go to this location. Upon further investigation, my card was charged every month since last May. That’s 9 months. My husband called the facility and apparently they had a membership for my son, which I had never signed him up for… as evidenced by me asking my husband to sign my son up for a membership in July since it was summer. So my son had two separate memberships… one that was never authorized starting last May, and one that was authorized in July. I have only taken my son once and I am certain that I did not sign up for a membership. I emailed and asked to be reimbursed for the unauthorized membership which totaled $266.58. They said there was a document that I signed, so I asked for a copy. Anyone could have done that! The copy that they sent me was never signed. They also said they had a video of me clicking the box for a membership, which a). do cameras at Defy zoom up so close that they can actually see what box you click? and B). they ironically could not provide me with a copy. If one child had two separate memberships, clearly one membership should be reimbursed. They finally said they would reimburse me for the other membership, which totaled $148.10 which was not satisfactory to me, but it was better than nothing. We had a pending refund on our credit card that was redacted by Defy, per our credit card company. They lied and never refunded anything! We decided to dispute the original unauthorized account for $266.58 with our credit card company & after an investigation, they reversed all charges. Make sure when you take your kids to this location that they’re not fraudulently signing you up for memberships like...