Surge Adventure Park — Attraction in Opelika

I went to surge with my daughters on Tuesday. As a customer that is not familiar with their business hours nor policies, I paid full price for my daughters to jump for 30 minutes. The employees are young and must be teenagers that doesn't know how to properly communicate well. I would have thought they would mentioned that you only have 30 minutes to jump. No warnings at all. I went to the service desk after hearing the announcement about closing. Ask the employees if there's a way we can receive the remaining 30 minutes of jumping on another day, but the answer from the employee was no. The other employee that initially accepted payment was on social media as if she didn't hear the conversation and ignored. I requested a call from the manager. They mentioned the party specialist will call and I didn't receive a call. I finally received a call three days later from the general manager of Opelika on Friday and he stated that the sign is posted and it's in their policy. I asked one simple question and he did't answer. He does not have any customer service skills as well. Customer Service training would be helpful to this company. It took 3 days to receive a call with no solution of the incident. At the end of the day I had two girls at the age of 5 and 7 crying because of this incident. What is it for a large company to show a courtesy to customers that are not familiar with your rules and etc. They need to implement or attend go a leadership and customer service training. It takes a parent hard earn hours to receive a paycheck and pay the full amount without receiving proper credits of hour. A business takes minutes to collect payment and show no courtesy in 30 minutes to collect without trying to assist or resolve any issues. I rather drive to another city before I spend another dime here. Thanks for this devastating experience for my kids. Don't even send a fake message as if you care to respond because it's not genuine. I'm not the only one to have a bad experience. God Bless others that had previous experiences and...

I reserved Surge for my son's birthday party. My son and his friends seemed to have a good time. I think the venue is pretty fine. However, I felt the customer service aspect was lacking. When we arrived the table had my son's name with plates and cups, but no water. We were also to supposed have a party host. I thought like other places that we would have either pitchers of water or bottled water at the table. There was another party table that was set up like ours but there weren't any cups, and they already had mini water already at their table. I had to ask several times for the water to be brought to the table. The party host also didn't come to the table to help or check on us. We handed out the food and when we finally got the drinks we handed those out as well. I don't need anyone to wait on me or mine, but if we paid for that aspect as a part of the party I would like to have it. Also, one of the kids parents hadn't picked him up an hour after the party so being a responsible adult I didn't feel comfortable leaving him at the venue. One of the venue's employees walked up to us saying the manger had seen that we hadn't left yet and was going to charge extra because we were sitting at the table. We weren't sitting in anyone's way or making trouble. We were simply waiting on the child's parent to pick him up. There was another family that had been there as long as we had and were not threatened with additional fees and was still sitting at their table like we were. This really soured my experience. I'll seek another venue to book in the future for a birthday celebration. When you have a paying customer, you shouldn't walk up to them threatening additional fees because they are trying to make sure a child makes it back to its parent safely. That could have been handled in...

After a month of my husband being gone for the military, we decided to take our kids to surge for a much needed family fun day. When we walked in to the counter, the lady who was working immediately said, “ I need to find a different job”. We registered online for our tickets and socks. However, we only received 3 of them instead of 4. Once we questioned her about it, she said she only had me and the kids even though my emailed stated it was for four people. We then proceeded to the trampolines and my husband was beyond excited to jump. He then got on the purple part of the trampolines against the wall. Right then, we heard a worker yelling at us saying he needed to get down from across the room. Honestly, we are not rule breakers, and he would have never gotten up there if he would have noticed the tiny sign across the way. This put a bit of a damper on our fun day just by the complete disrespect the employee treated us with. We noticed throughout the visit the employees yelling very loudly to kids while they sat on their phone, or writhin a group of other employees talking. I noticed other parents and parties making faces or remarks about the screaming. Honestly, I feel they should get up and speak to adults and children with more respect, instead of embarrassing them in a crowd of people. I completely understand following the rules and being told when in the wrong, but I don’t agree with the disrespect that was shown at...