The Rush Fun Park — Attraction in Universal City

I’d give 0 if I could.

Employee sold us on a pass without explaining that it was locking us into a 4 month membership that would bill each month. As soon as the first bill came in, I contacted right away and was directed to the GM. We had never been back since that day. But the GM said they have a 4 month locked in policy and she would not cancel it for 4 months. She said sorry our employee did not explain that but you should have read the flyers or the fine print on the tablet you signed.

Well when I walked in I was greeted by an employee who told us the info. I wasn’t reading flyers. We even questioned why the pass was so cheap and why anyone would ever buy a day pass. She just said “it’s just a good deal”. That would have been a good time to tell us that we would be paying that price every month for 4 months. That would be the actual answer. And for the GM to tell me I should have read the flyers on the wall or the fine print in the tablet? Why do I need to read flyers when I’m being helped by a person. And why were the flyers with this info not pointed out to me when I asked about the pricing being so cheap?

I had a 5 and 7 year old with me. I was distracted, confused and we were just trying to get in and play. So was it partly my fault? Of course. But should that really matter? I guess you can decide. I am not asking for anything unreasonable. I asked the GM to just charge me for 1 daily price and cancel the membership as we can’t keep going every month. Seems pretty fair right? But she said she will not and I have to finish my 4 month membership that I don’t want.

Such an odd way to treat customers. I feel shameful and like I was scammed. It just feels really bad to be treated like that. I was just trying to play with kids. I can’t understand why they would want to leave me with this experience over a 3 month membership. Doesn’t even make much sense. I could understand you don’t want people to sign up for memberships and then cancel and get good deals on one day. But I wasn’t asking to not pay. I was asking to just charge me the full day price and not do a membership since it was not explained to me correctly. It just really feels like such a scam. If it was not a scam, then why not help me out and respectfully work out the situation. But to force me to keep a membership.

We are just accounts and policies to them. So sad.

Anyway, there are way too many fun places to spend our money at. I will never support an establishment who had no empathy or understanding for their customers. To lock us into a membership and force that is so odd to me.

UPDATE I had to come back and update. So I paid the full 4 months membership. I wrote the GM after our payment and asked to cancel now that we met her demands. She did not write back. So I wrote again roughly each week with no response. Until exactly after we got charged a 5th month, she wrote and said she had been leaving voicemails. At the time of writing this on 1/1/24, I still have every voicemail saved on my iPhone and none are from Rush. Just a straight lie. And it shouldn’t matter anyway because all of our communication had been through email. And I had written about 4 different emails over a month, with no replies, and she did finally reply to my email after a month. Why not reply to my email sooner? She literally waited one full month and wrote me after I got charged again and pretended like she had been calling.

She did agree to cancel my membership, but guess what? She refused to refund that last month that got charged due to her not replying for a whole month. I’m telling you, this is the most disgusting behavior and treatment. Feels like an absolute joke and a scam. I mean, that is definitely a scam right? A scam disguising itself as a policy.

I highly recommend not supporting...

Relax and enjoy the story time.

After reading some of the reviews, specific to that lack of management and cleanliness of the facility, I was reluctant to bring my child here, but The Rush had an advertised price on their website of $5.95 for children under 6 (pics available), making it worthwhile to try out. I was denied the advertised price, and told that the price was a mistake, intended only for the Phoenix location, and they were “working” on removing it. When asked to speak with a manager an employee named “Star” let me know that she was manager. She did not have a name tag or anything indicating she was a manager. After asking several times to then speak with an owner, “Star” calls over “Bing” who I assumed is another manager (again no name tag). He informs me that they were not allowed to give out the contact information to the owner. He then tells me the only way to contact the “owner” is to submit a complaint via email, and if management considers it a worthy complaint they would email me back. Obviously, this would not resolve my immediate problem of receiving the advertised price, but to avoid getting in an argument with these kids and to allow my son to participate in the activities he has now been watching, I paid the “full price,” minus a military discount.

Conducting an internet search, I find the owner David Allen is based in Phoenix, completely disconnected and therefore not involved in resolving issues here in San Antonio. After doing some more digging, I locate the name Evette S. and I ask “Star” and “Bing” who this person is. After looking at each other like they were in trouble, I was told she was the General Manager. Someone that was local and could resolve issues, unlike these kids representing the business. I could tell they did not want to get her involved, or maybe were instructed not her her involved.

I now completely understand why there are so many complaints associated with the employees of this facility. The owner and management let them fend for themselves with no real supervision or guidance. A major failure for any company. I guess if your only concern is the bottom line, paying kids minimum wage to run the facility is a strategic decision, but that type of business model will not last.

The only consolation is the military discount, which is much appreciated, but the lack of adequate management does not make up for the price that is paid.

I will not be back, and will actively tell other families about my negative experience. Unless of course, I see that somehow the owners and management, start focusing on the customers instead of their wallets.

UPDATE: About 15 minutes after I posted this, I hear one of the employees mention Evette. I ask the employee if Evette was currently working. The employee responded that she was. I asked the employee where her office was located. To ensure my son got in the full two hours we paid for I was going to talk with her when I left. Somehow Evette heard that I was looking for her and she sent “Bing” to talk with me because according to him she was not going to talk with me. I informed Bing that I would talk with only her, considering that she could resolve issues. I also let him know that she was doing a disservice to him, by having him address the issues instead of her as the General Manager. ...

I went online to look into having my daughter's party here. Went ahead and signed up for a date three weeks out (June 29). I sent in the order at 1 pm and after speaking with my daughter, we decided to go with a different option. At 3:30 I called them to cancel my party order and to see about getting my deposit refunded. The person I spoke with claimed the deposit was nonrefundable and it stated so on their website. I asked her to show me where it was posted because I was looking at their website and it wasn't on it. I could hear someone in the background coaching her. She then stated, "Oh no, its on the policy when you place the order." I told her again that I read the policy and it as well wasn't stated on there as well and that I have screenshots of the policy and order when I placed it and therefore the reason for my calling in. I told her that I would just dispute the charge with my bank and she rudely stated (while being coached by the person in the background I could hear) that they would just tell the bank it's clearly stated in their policy that deposits are nonrefundable because they could have given the date and time to someone else. I reiterated that I am calling back within two hours of my order and a date that is 3 weeks out and I find it hard to believe I"m prohibiting someone from getting that date and time. She very rudely told me no matter what I told my bank, I wasn't going to be refunded and good luck with that. She clearly doesn't know me or my bank, and screenshots speak volumes. It is funny though, that after my conversation and them adamantly stating over and over it's clearly posted on their policy that there is NOW a small line on their policy at the very top before you agree to the policy and proceed to check out that states "Deposits are non-refundable." Ha comical....again, screenshots prove you didn't have that stated anywhere prior to me calling and arguing you had no such policy stated. My family and I use to be frequent customers and we will no longer be and will make sure all of our family and friends as well know about this incident. It's a shame that you would be so dishonest in your dealings...