MaxxAir Trampoline Park — Attraction in Lubbock

Management, friends and family know the struggle we experienced attempting to retrieve our lost item. The phone was lost based on my husband not following a policy the park has written throughout the facility. While I do not agree about how big the situation became, I am thankful that for whatever reason, the phone was returned before the original time frame we were given (Thanksgiving break) and I am appreciative for that. My recommendation would be to come up with some sort of policy for an instance that happens frequently, like having customers pay a fee to retrieve lost items if it needs to be retrieved before regularly scheduled cleaning times. We would have been happy to have paid some sort of fee because the policies were clear, but the lack of initiative to provide customer service was disappointing. I stand by this, in the matter of the unfortunate conversation had between myself and the GM of the park that both him and myself did not conduct ourselves in a manner to foster a productive conversation, I was upset at how I was being spoken to and the unreasonable resolution being presented to me and while I will not assume but from my perspective he was upset because we were asking for our phone to be returned before the regular scheduled cleaning time, which by their words was to take place during Thanskgiving break. However, I understand business policies are in place for a reason but mistakes do happen and customer service is also a huge part of a business structure and think that a policy in place for retrieving lost items in a more reasonable time frame would help alleviate unnecessary back and forth. I am very appreciative at whoever made the call to retrieve our phone before our wedding and thankful to the employee who took the time to find it as I know it is not an easy process. As I previously stated my son loves to jump and outside of this experience of our lost item and the headache associated with getting it back in a timely manner ( responsibility falls on both us for not adhering to their policy and also on the lack of customer service from the staff member we dealt with in trying to find a resolution) we had no other issues while at the park. I have changed my review from a 1 star to a 3 star because while this situation should have been handled by someone other than the man we dealt with, we recognize that a part of the responsibility falls on the customer to follow policies and even though my husband jumped into the pit mistakenly with his phone in his pocket to follow our son in, it is still a policy for a reason. The man we dealt with and I will leave his name out, should never handle customer service because while I was upset at a point in the conversation I began the call calmly and with no animosity only with trying to reach a more reasonable resolution than I received at the park itself, he is a representative of your company and I should have never been spoken to the way I was by him, he did not treat the situation with any empathy or a “do the right thing” mindset and I feel like that is imperative when running a business that relies on customers. Thank you again to whoever righted the situation and I happily change my review because of the understanding and empathy that someone showed in returning our...

We lost a cellphone there 9 days ago. It was our fault, but they will do nothing to help us and have in fact, threatened us with a lawsuit and expected us to pay $500.00 to retrieve our property. We've offered to pay admission to come during a slow time or to come before or after business hours, every reasonable, rational solution that we have proposed has been rejected. They said that they intend to clean the foam pit out during Thanksgiving and we'll just have to wait. My son-in-law still has to pay for the phone even though he can't use it. The daycare and his job are unable to get in touch with him. They don't have the money to replace it and they shouldn't have to - it isn't lost, it's being held hostage by the horrible GM. They are trying to silence us and prevent us from sharing our story online. Their attorneys are sending us threatening letters and even threatening other family members that they've never had any contact with at all. This business is locally owned by Debbie Sampley (possibly Sampley-Householder), Kelli Howard and Dr. Catherine Ronaghan and is listed in LCAD as Saroho Enterprises, LLC. There may be other owners, but this is the information I was able to obtain by searching Google. Their GM is a vile creature by the name of Steve Kast aka Steven George Kast. I just keep thinking that had we decided to go anywhere else for entertainment, we wouldn't be going through all of this. Luckily, their attorney put his extortion and blackmail threats in writing. We will not be intimidated or silenced and I hope that anyone reading this will truly reconsider patronizing this business. I believe that Steven Kast is also the GM of the Maxx Aire Trampoline Park in Abiliene, TX, not sure if they have the same owners or not.

UPDATE - The response from this business is total bs. Everything we said about their lack of a cleaning schedule came directly from the staff that was on site when the phone was lost and was later confirmed in phone calls with former owners, who by the way, are former owners because of the hiring of Steve Kast. They openly objected to his hiring and shared with me experiences that confirmed my belief that he is the most vile man in Texas. You bet I filed a complaint with the BBB and went to the media after giving the establishment ample time to resolve the issue. They refused, so I was left with no choice but to escalate it. Sending a certified letter to owner Dr. Catherine Ronaghan led to the phone being returned on 9/26. Certified letters with return receipt stand up in court as officially notifying the other party. We told these jerks that we wouldn't back down and we didn't and we will continue to warn everyone to avoid this business. You're...

Management needs to get their training to a standard. We've been coming since the new ownership (about 2 years), and have had 0 issues. The staff was friendly. Today absolutely ruined our trust in this business. my daughter loves the Zipline. She's always been able to get on with no issues. However, today after watching my daughter go on the Zipline over and over for the first hour, a younger attendant male took over. Instead of hearing me out after I went to explain how he's putting the handles in a position that makes it hard for kids that are just above the minimum height required, he came up with some ridiculous standard that she had to reach the handles with it flipped upside down so the brake is one (why is he only doing this to the young kids and not the older ones if it's for safety)? After not getting through to this teenager with no integrity, I asked management to look into it. While they looked to the cameras to identify any misunderstandings, he claims it's because he wants to have the brake on before they jump. I can see the safety aspect but also, the concept of doing that would mean their arms would be crossed when they release the brake once the handles reset to their normal operating position. Take it for what it is, we'll be going to another jump park because it really seems like this disrespectful young adult likes to pick on the younger ones (a different parent had this happen as well, and this issue only happens when this 1 attendant is working so maybe raise your minimum measurement required if you're not going to abide by your own standards).

And your security guard Flores has a staring problem. You hired the wrong guy if you're looking for someone to diffuse the situation rather then...