Sky Zone Trampoline Park — Attraction in Town of Vestal

I'm really upset that I have to leave this review because my son and nephew love jumping here and I brought them often but I can't do it anymore after 3 charges that I didn't make and not getting answers or refunds.

On March 7th I brought my son and nephew in to jump, my son and I had a membership but my nephew didn't. I thought it would be less for him to jump than what I was told so I didn't bring enough cash. The staff member seemed to be a new employee so he was being helped by another. They were giving me a bunch of different prices, for a lot more than I had with me or on my card, trying to get me to sign my nephew up for a membership. I told them I only had 12 in cash and nothing on the card in my wallet, and they said that they could sign him up if they gave me the empty card and cash, but couldn't use the card on file for my membership. Either way, I didn't want to sign up for a second membership. I just wanted a one time jump for my nephew and use me and my son's membership for us. I wound up walking out because they were confusing me with all the membership talks and I didn't have enough for the one time jump.

The next day I see 2 charges from Defy that i didn't make (I mistakenly thought they were double charges at first because of the other exact charges right next to them). I called and was given an email, and got nowhere with that. I was given an email to the membership coordinator, and that went terribly as well. Absolutely no answers, no refund, nothing. I didn't even know what the charges were for at first, but lo and behold, the employees from that day signed my nephew up for a membership with my card. I didn't sign anything, I didn't ask for this, I don't understand how they even did this bc I never handed them that card and it was the card that was on file for my membership.

I only found out what the charge was for when I called the Vestal location and spoke to the only helpful member of staff yet. She was able to explain to me that there was a membership made for my nephew, confirmed it was pending cancelation and helped me fix my membership which had somehow gotten messed up in all of this.

Although I still didn't get a refund so I continued emailing the membership coordinator, which went terribly as you can see in the screenshots. And then in the month of April, I was charged another random $10 something charge but not my membership charge. Again, no answers about that. At this point, I don't want anything to do with them and want my card information out of their system.

I have genuinely never had such terrible customer service in my life. I've also never complained like this or been so upset with any company or employee. I don't even send wrong orders back. But this is insane. I wonder how long I'll continue to get random charges but I know they will never deal with it or listen to me. I don't recommend coming here with a debit or credit card, because I highly doubt I'm the only person this has...

So I have been contemplating this post bc I know there will be those who come negatively but then I realized, idgaf and it needs to be told bc my son could have ended up way worse and other parents need to be made aware of the employees and things happening at a local popular “kid friendly” place! Last night 7/10/25 my son whos 13 and a couple of his friends who are 12 went to skyzone aka P3 in vestal. Around closing 8pm, just before his friends mom arrived to get them, an employee/manager who is plenty old enough to know better and a couple other employees thought it was a fun game to offer them “dirty mop water” to get free drinks and such while egging them on with ignorance. After they did it my son knew it tasted funny so he immediately asked the girl who laughing said it was actually FLOOR CLEANER AND DEGREASER! These “employees” who are suppose to keep kids safe and be responsible for others CHILDREN, actually put my son and his friends in ALOT of danger last night. Two minutes later they got to his friends mom car outside and told her everything bc they were scared. We found out the cleaning chemical and rushed them to the ER. I can’t speak on the other children but my son is very lucky! At first we thought it was just observation but it turned into an ambulance ride to upstate children’s hospital at 130 this morning where he had to see stomach specialist, GI doctor, pediatrician and toxicology specialists, X-rays, IVs, bloodwork and this afternoon a scope procedure due to the side effects he was having that could of potentially did permanent damage or ended his life if not taken seriously and cautiously. I can’t be more thankful that he was finally released this evening and cleared. My son definitely got his share of fear in the last 24 hours and lectures as it was insanely stupid on his part as well. We are well aware he shouldnt of drank it or anything on a dare for that matter. When trying to contact P3 in vestal about the incident and a general manager this morning, all you get is a “we are aware of it” and hangs up then won’t answer. This was not some little prank, this was preventable, ignorant, endangering the welfare on a child and irresponsible on SO MANY LEVELS. So many kids who are older get dropped off to enjoy themselves and as parents we want to know our kids are safe at a place like this….but clearly they are not. How I’m handling this doesn’t need to be made public, but the...

There's an employee there that stands out to me named Jake who really catered to my 3 year old autistic son. He helped him out repeatedly while my son was in his space because I wasn't near him. I was truly worried about this going in because I went there w my kids to do some work on my computer due to absolutely needing some time to get things done. They needed to get out of my apartment especially being that my son's school for kids w disabilities has been canceled for the 3rd time and being the 4th week out of school since he started at Christmastime. He desperately needs gross motor exercises and I cant do that for him in my tiny apartment. Not to worry though because the man dressed in black and white came to my rescue and it sounds small but to a single mom who literally has to do it all by herself and gets flack for his "behavior" in public due to his autism, this man was a God send to me. The second man who sticks out to me is the manager Devin, who had his eye on my son. He had his eye on all the children but knowing that I was working he really had my back and neither of these men had any idea that my son was autistic until I left but let me tell you, amazing. There was one other gentleman whom I dont want to leave out who was quite attentive, who opened and closed the chains to let us in and out repeatedly and was kind and gentle to my munchkins but he was not on duty when I left therefore, I didn't get his name, he too deserves a round of applause. On a whole the place was kept clean and all the employees were nice and wonderful and I am thrilled to pieces that I have an unlimited membership until the end of August. Bravo Defy, Bravo! Thank you from the bottom of my heart, The loving mom of an...