ComplaintsforUrban Air Adventure Park

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom this may concern:On December 10 at 4pm my daughter ********************* had her 6th birthday party at Urban Air Homewood. Per contractual agreement for Private room. We didnt have a host/hostess to assist with the party room at all, we had burnt pizzas, no one to provide us with water or juices, no napkins, forks, and no one came to assist with cleanup. I had to go to the front 3 times to ask for the juices then I finally had someone who was willing to assist us, each time I would walk to the front then its 5 people doing nothing but playing or laughing. I then went to approach the ***manager, **** to explain the issue and all he could say the host/hostess could not be in the room the entire time, he had a nasty attitude and did not want to hear anything else but willing to give ************ information. He werent trying to assist but walked around doing nothing or in his car. He did view the pizzas and he stated if they already started then he cannot take pizzas back. We were ****** charged for other people kids who were coming in and out our party room. The girl stated we had 26 kids but we only had 20 and 2 kids only ate with us because they were apart of another party. They stated to resolve this issue that they would not charge for 6 additional kids because she counted 26 but was never in the room with our party. We ended up paying a total of $650 but we did not have as many kids they stayed. We cleaned up the party room. I want majority of my money back because the contract wasnt not honored as agreed.-Digital Invitations ?Bottled Waters ?Balloons, Plates, Napkins, Forks ?Tablecloth and Runner ?1 Solid Urban Air ******* for birthday kiddo ?Party Favor Scratch Offs ?Pairs of Urban Air Socks ?Setup and Cleanup PRIVATE ROOM Includes:2 Hour Hangout Private Party Host 1 Jump Pass to come back for birthday kiddo 2 Private Dodgeball Games HDTV for Sports Games, Slide shows, etc.2 Large One-Topping Pizzas

  Customer response

  12/18/2022

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  Business response

  01/18/2023

  We are in receipt of your correspondence regarding Case #********. We at Urban Air take all consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. 

   

  After speaking with the owners and manager on duty on December 10, 2022, the allegations are disputed, and a refund will not be issued.  According to the manager on duty, *********************, the Complainant showed up ***** minutes late for the booked birthday party. As a gesture of goodwill, the Complainant was given an additional hour of jump time as well as the full time of her birthday party. Moreover, the Complainant was charged for 20 jumpers not the 26 she had present at the party.  Further, the Complainant was not charged for her pizzas and received more than 30 complimentary juice boxes.  Urban Air Homewood and its staff went over and above to accommodate the Complainant, yet she was not and will not be satisfied with the service and gratuitous goods and services. Accordingly, and after discussion with the owners of Urban Air Homewood, no refund will be given to the Complainant.

  Customer response

  01/20/2023

   
  Complaint: 18564121
  
  I am rejecting this response because:
  
  min this video it shows that we only had 20 kids which the ** assume he was giving us a discount for 6 kids only which werent true because we only had 20 kids so no discount was offered. He refused to take the pizzas back and give us new ones because the kids were eating it already. I went to the front and ask for 6 additional drinks and ask to only charge us for 6 drinks not kids. He stated that the discount were for 6 kids to resolve the pizza issue so we shouldve been charged for 14 kids not 20 kids bc we had a total of 20 kids! We were kicking kids out left and right who were sneaking in through the room next to us! The ** was very rude and stated he could not have someone in the party room with us at all times and we cleaned and did everything. The ** was very rude and did not want to hear my complaint. They gave us an extra hour in the room but we were the ones cleaning up for that extra hour and no help from any employees because several was available during this time. 
  I can get one of their employees to confirm everything Im stating! We were charged for the pizzas that were involved in the package. They are going off how many juices were requested for the room and not kids bc I stated specifically stated that we only had 20 kids. 
  Sincerely,
  
  ***********************

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