Fun Factory Sensory Gym — Local services in Bridgewater Township

Fun Factory emailed asking I leave them a Google Review- Okay where do I start? Let’s start with what went smoothly?

Very little – It started with the submission process- initial submission was lost I was asked to submit a drawing of what I was looking for with measurements of the room, which were clearly written, pictures of the space and a video 9/3. I continued to follow up to see what Fun Factory could offer. Two weeks later, I was emailed my first 3D rendering and it was nothing like my drawing, and it was missing the “must have” requests that I had asked for. I requested some changes, and got the next design on 9/28. While their website advertises an install within 3 -7days of receiving the 3D rendering it was actually much longer. You need to have time and a lot of patience.

Once I received the contract, there was information in the contract that was not what we had agreed upon. This was corrected, per my request, and resent for me to review and sign. So read the contract…

I was given less than 24 hours notice for installs. I was told on 10/10 the install was scheduled for 10/11 – they cancelled. After the cancellation I was then asked what colors I wanted? I was so confused? If you already had the install scheduled, didn’t you need to know the colors ? On 10/11 I was told the install would be 10/17. When I CONTACTED them to confirm the Friday before, they cancelled. I provided multiple days per week and specific days that I would be out of state prior to signing the contract and was told weekend installs were an option. I verified that they could work with this prior to signing anything. I was later told that “clinics accommodate” to their schedule but that they would do their best to accommodate my requests.. Shortly after, I was given another install date for the next day. So twice I was given less than 24 hours for the install and their contract specifically says “installation date will be scheduled two weeks prior to installers arrival. Installers will contact owner 72 hours prior to delivery of the installation”

You would think that once the installers arrived it would be smooth sailing. Guess again! The entire unit was the wrong size. So despite me explicitly saying that design had the WRONG measurements in SEPTEMBER, it was never corrected. Now I will admit I didn’t confirm that this was fixed prior to their arrival. So customers, make sure the measurements are correct on the drawings that THEY submit back to you. The installers were creative and came up with a solution so they would not need to reschedule. At the end, they shared that they typically attach the unit to the ceiling to secure it better. I SPECIFICALLY asked this EXACT question when designing this space, and was assured that the unit did not need to be attached to the ceiling because that was not possible in that room due to the drop ceiling. So not only did the installers not come prepared with the correct length of materials but also were not fully aware of all the work that would need to be completed for this space. This resulted in hours of more work and we were there until the wee hours of the morning the next day.

Since the beginning of the project there was a lot of people blaming, no one wants to accept responsibility for making mistakes. As a full-time working professional that is paying 10k+ for equipment, you would think this would be a less stressful endeavor.I had to take a breath before writing this. I was so frustrated & wanted to be objective as possible in the review. It's been a month and only the install man has apologized for this mess.

Kids do enjoy it, my only complaint about the actual equipment is the white ladder rungs and monkey bars. I had asked for these to be in color but I guess white was the only option, they are hard to clean and it already looks dirty after only 3 kids have used it.

So do they have the potential to do the install quickly? Probably? Will things go smoothly? No. Do you need to devote a lot of time to this project ? Yes. Is it worth exploring other...

Pros: 1- Michelle (customer service) and the install crew were kind, professional and listened to my concerns.

Cons: 1- 3D rendering was continuously inaccurate and did not have my must-haves. Something was always missing and it took 4 drawings with me having to write my requests on the rendering with arrows to get it right.

2- Communication- If you are seeking follow through with communication, look elsewhere.

From the first interaction, I requested financing. I was told that it was not a problem and that the balance will be placed in financing with no interest for 12mo. After installation, I received the entire balance of the deposit. I inquired about the financing and was told that I never applied. I questioned how I could possibly apply for it if I was never sent any information about the bank, application process, etc. The worst part about this company is that they blame the customer for their actions and lack of communication- they never take the blame. I was so upset since this was not the only issue, that I paid in full to avoid having to deal with them for another 12mo. I also had to request the promised installation discount and mats to be removed from the invoice. Check your invoice as they have hidden fees and dont itemize things accordingly so that you know exactly what is being credited.

3- Colors: I requested specific colors and was provided something different. I was even told by the owner that the color I was seeing with my own eyes was the color I requested and that I (not them) was wrong. I had to show them pictures of the requested color, until they finally admitted that their paint was “mislabeled.”

4- Mats- I requested mats in a specific color and was provided something different. Instead of taking accountability, they stated that the mats were “temporary” until the correct ones came in. I asked the crew to confirm, and they stated that these were not temporary mats. Again, alot of cover up and no accountability. The mats were cut uneven, with pilling. The only reason I purchased mats was because they “cut to size” but it is not worth the ridiculous $ for mats. I canceled my mat order in advance before they came to install it- guess what? They charged me $150 for “returning” the mats to the manufacturer. Charging a customer for something they never received. Buy your mats at Sams Club- they look exactly the same.

5- Structure- The rendering they provide is nothing like what you will receive. The rendering has a beautiful arched entry for the structure. I even told them in an email to ensure that the arch was more rounded- I received no response but assumed they received the message. Upon install, the entry was a shoebox rectangular shape. I was told that the rendering is just a representation but not 100% accurate. How can a customer possibly know what is a representation and what they will actually receive without proper communication?

I was very patient and understanding throughout the process and even left some things as is to avoid further issues- even though I was not full satisfied. I was never offered a discount for anything. Interestingly, they texted me a picture with an extra sensory swing that they gifted me (i assume for the terrible experience) but to my surprise… the crew was later instructed to take it back to the warehouse. I noticed them taking it when they were leaving and told them that it was very unprofessional to offer something and then take it back- they kindly returned it to me. However, they were simply doing as they were told by the owner.

There’s an air of constant confusion, blame, arrogance, and “you get what you get” in which the customer is made to feel that they are incompetent and that they did not make specific requests. I constantly had to send screenshots of emails as they blamed me and continuously stated that I did not ask for X.

I hope they implement systems, communication, and checks and balances in the future to improve the customer experience. The price should match the...

We at WSC Clinical Services can't say enough good things about Fun Factory and their incredible team, led by Troy. From the very beginning, the level of customer service was unmatched. Rebecca ensured that every interaction was seamless, and Troy took a hands-on approach, truly getting to know the individuals we serve and our mission as an organization. I initially learned about Fun Factory because I had the opportunity to experience one of their sensory gyms at another organization. The quality and effectiveness of that installation made it an easy decision to reach out to them for our project. From our very first conversation, their attention to customer service was evident. They provided a detailed 3-D rendering, allowing us to visualize the sensory gym within our space, which helped us ensure it would meet our clinical needs perfectly. The initial outreach and their thoughtful approach to understanding what we wanted for our space set the tone for a fantastic experience. What really stood out was how dynamic and passionate Troy and his team were throughout the entire process. They were not just installing a sensory gym; they were fully invested in creating a space that would genuinely make a difference in the lives of those who use it. The team (thank you Justin, Vic and crew) completing the install showed a remarkable dedication to the project, clearly passionate about the impact this gym could have on motor and sensory skill development. Troy’s leadership and creativity were evident as he made adjustments mid-install to ensure the gym was perfectly tailored to our specific needs. The entire process felt collaborative, with Troy and his team consistently aligning their efforts with our ideas. The final result is nothing short of amazing. The attention to detail, the commitment to quality, and the personalized touches all reflect a team that truly cares about the outcome. We are beyond satisfied and will definitely be using Fun Factory’s services again in the future. If you are looking for a team that is not only professional but also deeply invested in your project’s success, and demonstrates forward-thinking best therapeutic principles, you’ve found the right company. Work Skills...