Altitude Trampoline Park in Richardson — Attraction in Richardson

Franchisee was condescending and pulled a bait-and-switch on us when we arrived for Toddler Time.

The calendar event on their website quite clearly states that ages 3-6 incur a charge of $7.99 and parents can jump for $2. My son is only 2, so it’s a completely fair assumption that he would be admitted for free and then I would pay $2 to jump with him. This is such a fair assumption that it is how the cashiers have previously rung us up without even being asked. When we arrived yesterday, the cashier attempted to charge us for both fees, and when I explained that it didn’t work that way before, she even agreed that my interpretation of the pricing matched her own, but she “got in trouble” with the franchisee for that interpretation and has since been instructed to charge all toddlers the $7.99.

I asked to speak to the franchisee, Jo Perry, who explained that parents only jump for $2 with a “paid jumper.” I explained that the website didn’t articulate that, and in response, she condescendingly asked me why I could possibly think that we’d be admitted for only $2 total. I explained that there was precedent for that, and she researched our account, confirming that we had previously been admitted for just $2, but “that was wrong.” I explained that I can understand if the website needed to be updated to be more clear or to reflect a changing policy, but as this had not happened and we had driven down under the assumption that we’d pay the same price as we had before, I would appreciate it if we could be granted an exception for this visit and then we would pay the higher rate in the future. Jo laughed arrogantly and said, “so because it was done wrong in the past, you expect me to do it wrong again?” Considering the precedent that was set by your agents and unclear marketing, yes. It would also simply be a good customer service action to take, considering the confusion that ultimately stemmed from an unclear policy that even your own employees were, by your own admission, misunderstanding.

Ultimately, Jo refused to work with us despite my efforts to respectfully stand my ground. Normally, I would have left and deprived her of the revenue altogether, but as a father with a kid who was already in his jump socks and excited to get up on the platform, I did not want to break his heart and reluctantly paid Jo the increased fee, but I set the expectation with her that this will cost us our business in the future. She did not care, stating “we have hundreds of customers, and none of them have ever created this problem.” I’m not quite sure how calmly explaining an unclear policy and employees setting a pricing expectation in the past is “creating a problem,” but as it seems that Jo is not interested in our growing family’s future business and, as she states herself, has “hundreds” of other customers to rely on, I am sure that she will not miss us when we go to a different trampoline park, of which there are several in the Metroplex who assuredly treat their customers with more respect and...

I used my business credit card to reserve a birthday party. This company does not store card information securely and all 40 employees have access to the system that retains the information. My credit card was compromised and used fraudulently on the same day. The charges were being made in Richardson and all within walking distance of Altitude. It was obvious that someone from Altitude was using my credit card. I only used the card in Richardson one other place, but only provided the card informaiton over the phone to Altitude. The proximity to where the fraudulent charges were all within a short distance to Altitude. I was told that the credit card info is typed into the computer system that can be accessed by all employees. Once I concluded that there was no other possible place that could have been responsible, I called and spoke with Dina, a manager. She was very friendly and got my info to have the general manager Jo call me. Dina said that if I get the date and times the card was used she could possibly see if any employees left for lunch at these times. I did get this info and called Altitude since I never received a call from Jo. I see many reviews regarding Jo and more or less her complete lack of customer service. It all makes sense now. I just thought her rude attitude was for me and this situation. Sad to say that she handles issues unprofessionally to say the least. I was told that I should apologize to the 39 employees who did not use my credit card information. Jo explained that her attitude towards me was based on me having no proof and that I was assuming that it was someone who worked for her. I was a bit taken back by the way I was treated. Quite shocking actually. Very unprofessional. I am still in disbelief. I have never had a business owner/customer issue encounter like this EVER! It is obvious that Jo really does not care if you ever use her facility again. She does not care if you spent $700 on a birthday party. The customer is nothing to her. They are a dime a dozen I suppose. Jo did apologize at one point before she basically told me that the credit card company should have not continued to allow them to use my card, I should have gathered actual hard evidence before even calling her, and that I should aplogize to her employees for accusing them without actually having the evidence of a name. She was not going to go to her 40 employees and treat them like criminals because 1 of them was. It was actually 2 employess that I know of, but anyways. Jo does not count the ones that no longer work there or something along those lines. I was not interested in doing investigative work, but only originally called to let them know that this had happened. I just thought they should know, but apparantly Jo needed me to have more evidence. When I was ablel to get a photo of the person using my card, they were wearing an...

My kids and I were in town for the weekend and Begged to come to this Jump park because they saw it right outside of the Doubletree Hotel room window. We came over at about 2:45 in the afternoon and paid 32.00 for my my 2 kids to jump for an hour. The adults sat down at a table to wait for the boys to finished. About 5 minutes into the 1 hour we were approached by a teen who told us we “Had to move, not asked”, because the space is reserved for a party. When we sat down there was not a reserved sign on the table. We told them that we had no intention of moving, as the table was not reserved. A second old lady approached us and again told us we needs to move for a party, again, I told them that the table was not reserved and there was nowhere else to sit. She proceeded to tell me that because I would not move, that we are not nice people. We asked for the manager to come over, boy was that an upgrade time the previous person! She and I exchanged words and as we were talking one of her staff “the owner was the manager”, shoved our table down with myself and my mom sitting there. At that point I had enough, i because extremely vocal and loud at the disrespectful nature of all of the staff in the park. She, the manger, first threatened to call the cops because I didn’t bow down and do as told. I said, don’t threaten if you are calling them, do it! She did and I was forced to make a choice, accept the HORRIBLE customer service or leave. Cops had no desire to listen to the customer who at this point was irate? So I had to leave the rest of my family inside and go outside for the remainder of the time my boys were jumping! #HORRIBLECUSTOMERSERVICE #altituderichardson #disorganized #disrespectful...