Altitude Trampoline Park and Fitness & Welness Center Spokane — Attraction in Spokane Valley

FYI - this is a long review and includes multiple conversations. It started as a 1 star review and after talking with Jose changed to a 5 star review!

I rarely write reviews but because Jeff (apparently a manager) at altitude was so incredibly rude, I feel I have to. Let me start by saying he’s the only employee I’ve encountered at Altitude that has ever treated me with disrespect. We’ve done birthday parties and jumped many hours here but because of Jeff, we will not return. When I called to cancel our memberships a few weeks ago I spoke to a very nice employee, Justin, that explained the process and emailed me the cancellation form. I filled it out and emailed it back the same day. However, I was still charged today so I called to see if they had received my cancellation form and before even checking the emails, Jeff decided to inform me of the cancellation policy being 60 days which is the complete opposite of what Justin said when we spoke and even in the email Justin had sent me. His tone and words were very condescending from the second he answered the phone. He looked up the membership and it hadn’t been canceled on their end so I forwarded him the email I sent 3 weeks ago with the cancellation form and asked if I could speak with someone that has customer service because I didn’t like the way he was speaking to me and he said no and he was no longer going to speak with me because he was taken aback (I’m not sure how) that I wanted to talk to someone nicer. Instead, he said you can call back and talk to Justin tomorrow because I don’t want to talk with you anymore! I said so you’re not going to check the email you asked me to forward and he said nope. I replied ok I’ll call back tomorrow, thank you.

I really just hope their calls are recorded so Jeff can listen to how he speaks to people and learn from it. I understand we are human and have bad days but if you’re a manager, I’d expect that you'd, at the very least, be able to treat your customers with even a little respect in those moments. I’ll update this after my conversation with Justin tomorrow.

We will be taking our business to the flying squirrel from now on!

Per Jeff’s response: Now everyone can get a taste of the way you treat your customers so thank you for your reply.

The issue is not the 60-day cancellation policy. It’s that you don’t know how to speak to customers. When I’m calling to make sure you received my cancellation form and you reply with your 60-day policy (that doesn’t begin until you process the cancellation form) and continue to talk over me, dismissing my reason for calling, I realized I needed to talk to someone that would listen. Hence me requesting to speak to someone else. Then you decide to end the call and have someone else deal with it another day. I’ve actually never experienced such poor customer service.

UPDATE 8/29/24 I called to speak with Justin and got a very helpful manager named Jose. He confirmed that everything Justin told me earlier in the month. He also received my cancellation email from 8/9/24 and said I shouldn’t have been charged again because the cancellation policy is cancel anytime. He took care of refunding the charge and canceled both memberships. Jose did it all in less time than yesterday’s phone call where nothing was accomplished. I sure wish Jose was the one that answered the phone yesterday and because of his great attitude we may return in the future and I’m going to add a few stars to this review. I sure hope Jeff can learn from both Justin and Jose in customer service as well as cancellation policy requirements. Thank you Jose and Justin for...

Awesome trampoline park with lots of unique options like a trapeze, lazer maze & "wipe out" style area. Its clean especially compared to similar places. Has a nice concession stand to purchase drinks and snacks. The looks are appealing. Its also spacious which is nice. We didn't have to wait in line at all but we also went an hour before closing. My only complaints which can make a world of diffsrence and afe probably two of the most important things to master in order to ha e a successful business are the pricing is high compared to alternate trampoline parks and the customer service was awful! In a place where you're working almost soley with children it seems you would beca lot nicer. Maybe even have an upbeat personality, try to smile and be polite??? Instead we were treated very poorly by every single employee we encountered there from the timecwe walked in, to the time we walked out. The young man at the front register who checked us in never even acknowledged us or made eye contact even though we were tge only people waiting to ne helped right in front of his computer hecwas standing behind. I finally had to speak up and ask how much does it cost to jump for an hour and what do we need to do now that I've already finished the initial waiver/sign up process required before registering to jump. He was extremely rude and treated us like we were a huge inconvenience or burden. None of the employees ever spoke to me or my kids, didn't acknowledge us and none of them ever smiled. They all seemed very miserable like they hate their job and cant wait to go home. The way those employees acted is enough to make me never want to go nack there and put money into that business again although my boys and I love the trampoline park & the whole set up. We'd much rather jump at a place like that then get air or others but we will go to get air or somewhere else next time because the customer service is way better and more appropriate elsewhere. Not to mention they charge $3-5 more at altitude compared to other trampoline parks as well. Im not going to pay more to get treated like garbage & feel uncomfortable no matter how cool the actual attraction is. Customer service...

Altitude was amazing in comparison to ‘other’ parks! We went yesterday for the first time. Myself (31) and my husband (43) came to our friends kids 8th birthday party. These guys are super birthday oriented!!! I love how they make announcements over the intercom to rally the group up for pizza/cake and even a private dodgeball game.

Pros- Their trampolines have so much more bounce to them. They’re not super stiff, in comparison.

There are wayyyy more activity courts here!!! Trapeze, kids zone, dodgeball court, 2 person light up head to head game, basketball court, rock climbing wall, monkey bars, spinning balance roller with ropes, many trampolines including the ones that bounce you really high, balance “Lilly pad” thing with ropes, food court arcade and I’m probably missing a handful of other things!!

The employees were very helpful and I really enjoyed that they weren’t so uptight!!!!! Compared to the other place, I didn’t get “spoken to” at all how I was doing something ‘against the rules’.

No foam pits!!!!! And the ‘air-bag’ padding they had was SO much easier to get out of!!

Cons- not many!! I would say the AC could’ve been turned down a bit. We were extremely sweaty in there, in comparison. Birthday timing…. Our friend messaged us the original time the party was planned. A week later she messaged us again and said there was a time change because there was a mix up. Ok.. no big deal.. then the day before the party she messaged us AGAIN saying there was a time mix up and gave us another new time frame. While it wasn’t our kids birthday party, I can’t imagine how frustrating that was for the parents planning this. We felt the frustration for them. We were up in the mezzanine (awesome area btw) once the kid had cake, an employee came up and talked to the mom (party organizer) and I overheard the employee saying “just as fast as you can” and we hadn’t even opened gifts yet.. so… I think timing coordination and communication could use some improvement.

Overall, we LOVED altitude and we will be back by ourselves in the very near future. Awesome workout. We’re...