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Business Profile

Sports and Recreation

Defy Gravity Triangle LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sports and Recreation.

Complaints

This profile includes complaints for Defy Gravity Triangle LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Defy Gravity Triangle LLC has 2 locations, listed below.

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    • Defy Gravity Triangle LLC

      1275 Haddon Hall Dr Apex, NC 27502-4079

    • Defy Gravity Triangle LLC

      5604 Departure Dr Raleigh, NC 27616-1841

    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/11/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I attempted to cancel our membership online two weeks before the monthly payment was due and mistakenly used our first membership numbers. I went to the store on 1/2 to make sure it had been cancelled and when I found out it had not and asked to get the correct membership numbers so I could try it again online they informed me they could just cancel from in store and said it was complete. They said I had until 1/5 to use our 3 memberships until they expired. On 1/6 I was charged again for two of the three memberships. They had only cancelled one child and not the other two. I called the store and questioned what had happened and they told me thats why they werent supposed to cancel them for us in store but that they would happily escalate my issue and get it refunded. The next day I got an email from ****** C on the membership escalation team who refuses to refund me the money for these two accounts. No matter how many times I explain this situation and insist that they make it right and that it was their employees faults for causing the error they still will not refund me the money. We have 9 emails back and forth with no resolution. We only cancelled because we had a change in income and are currently trying to save as much money as we can until we have a household with two jobs again. I am very disappointed in this company and how they handle their customer service!

      Business Response

      Date: 01/12/2024

      Hello *******,

      I read your complaint and I'm sorry to hear that you are having such an issue. Unfortunately I was researching this for you and I can't seem to find any of your information in ************ location. I see that you are out of Hickory, by chance did you get your membership there? If that is the case I can't see anything in our system since we don't share information and unable to do anything at this time.

      Thanks

      *****

    • Initial Complaint

      Date:09/07/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have already cancelled my 2 memberships. I was charged again for 1 of them and still not refunded that money. Now this month I was charged the add on fee we had for one membership (thats cancelled). And I have been calling all day & left a voicemail & still not able to get in touch with anyone to resolve this issue.

      Business Response

      Date: 09/07/2023

      I sit down and listen to voicemails everyday. I have yet to hear from this guest. If she can email me at *********************** I will be more than happy to help.

      Customer Answer

      Date: 09/07/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:08/16/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Monthly membership was purchased at our last visit to DEFY.I attempted to cancel the membership online as instructed. Membership # required in form which was never provided to me.More than 15 calls to the facility were never answered to obtain membership number.

      Business Response

      Date: 08/26/2023

      This membership is pending cancellation.

    • Initial Complaint

      Date:08/16/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Terrible customer service. I had an add on membership as an accompanying adult with no membership number. Cancelled my kids memberships and they kept on billing me for my add-on membership even though I couldnt cancel online for me as I had no membership number of my own. They have now cancelled the add-on but refuse to refund the payments.

      Business Response

      Date: 08/18/2023

      This guest was refunded on the 17th.

    • Initial Complaint

      Date:08/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had a monthly membership because they hope people forget to cancel . Their requirement is three days prior to renewal. Wife went up there Monday to cancel , and was informed we had to do it online . She attempted Monday night , but needed all the membership numbers which we werent provided . She called Tuesday morning and had them all added to one card and submitted for the cancellation. Our renewal day was that Friday .. so Tuesday , Wednesday, Thursday met their requirements for three days prior but they still refuse to issue a refund for the new month which started on Friday .I also called on Friday when I realized I was charged and talked to a manager. She informed me she would reach out to the member team and let me know something by end of day or Monday . I called Tuesday afternoon and spoke to a different manager and he said it looks like nothing was cancelled on their end and he doesnt see any notes in the account .

      Business Response

      Date: 08/03/2023

      I spoke with the guest on Tuesday. I explained to **************** that we can not do any refunds in store. I explained how to cancel and gave him the email for our membership coordinators in order to process a membership refund. Our membership coordinators are all over the US and I have as much access to getting in touch with them as any regular customer. I will send out another email to them in order to try and resolve this. 

    • Initial Complaint

      Date:06/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took my children to defy on 5/4 for a one time jump on my daughters birthday.. I NEVER willingly signed up for a membership, The employee asked and I said NO. A month later, **** tried for two whole weeks to charge my card ($83) I had kept the card locked but they were finally able to take the money today (6/14) .. Not to mention that I have cancelled online THREE TIMES! Twice on 6/6 and again on 6/12 because they kept trying to charge, Despite the emails that said it was cancelled successfully and no further charges would occur. Ive also emailed **** headquarters MULTIPLE times and have not heard back not once. I love an hour from this place and did plan on taking my children again but never would I have signed up for a membership, for that reason. And after all this trouble, never will I return or recommend this place to anyone.

      Business Response

      Date: 06/24/2023

      Reached out to guest.

      Thank you

      Customer Answer

      Date: 06/26/2023

       
      Complaint: 20183941

      I am rejecting this response because:

      I have still not heard from anyone. 

      Sincerely,

      ***************************

      Business Response

      Date: 07/03/2023

      We have reached out to this guest. I, nor my team, can do anything when it comes to membership refunds. Once the membership is sold, then it is solely on Corporate to decide refunds, the only power we have in store is the power to cancel a membership with a reason as to why. I reached out to corporate and sent them all the information on this case. I will try to reach out to corporate again, but I have as much knowledge as the complainant. 

    • Initial Complaint

      Date:11/14/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Monday 11-7-22 at approx 7:30pm. My child and I arrived at DEFY Raleigh, 5604 Departure Dr #100, Raleigh, NC 27616. I presented a punch card for my child to jump that I purchased from Groupon. I was told to sign a waiver even though we'd been at that location four months ago. By this time the manager ****** had taken over from the initial employee who didn't recognize my punch card/voucher I was presenting. The manager was very smug, he didn't see my information in the computer but he oddly chose to look at it like it was my fault. I signed a new waiver and the computer I was using remembered my information. I mentioned this but he seemed annoyed and he dismissed it. He refused to let my child jump, saying he still doesn't see us in the computer. He and the female working with him were rude in the way spoke to me. He didn't try restart me as a new customer, he just refused to let my child jump. By the way, we've been going to that location for years. I told him I would report this to corporate. His body language and attitude showed he couldn't care less.

    • Initial Complaint

      Date:10/21/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A punchcard for discounted/free services was purchased in 2020 and advertised as having no expiration date. The sale of these future services was a promotion to keep the business afloat during hard times related to the pandemic. There is no expiration date listed. The use of this punchcard is no longer being honored by the business staff, stating that it expired December 2021 when they had a change in policies.

    • Initial Complaint

      Date:08/10/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my membership last December on the website. I started emailing via the Contact Us link last January. No one has ever gotten back to me. I am still being charged 7 months later every month. I will be seeking legal action if these months are not refunded.

    Defy Gravity Triangle LLC is NOT a BBB Accredited Business.

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