ComplaintsforUrban Air Adventure Park
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We purchased what we thought was a single ticket for Urban Air back in December 2023. We have not been back to the business since December. But a few months ago we realized theyve continued to charge our account every month since. We had no intention of purchasing an annual membership, but the way the website is configured, it is very easy to mistakenly agree to an entire years membership. We have tried to contact them and get them to take us off of this membership but they refuse. Weve disputed charges only to lose the disputes. It is completely unethical the way they have this set up to make it look like you are receiving a coupon code for a single visit only to slip in that you are locking yourself into 12 months of payments.Initial Complaint
08/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My children had a half day from school so we bought tickets to Urban Air Adventure Park in Ahwatukee. I purchased two tickets online on Wednesday, July 26th and our window to show up was from 1:00pm to 130 pm on that day. When we arrived, the doors were locked. A manager was there and he explained that their website had not been updated from their summer hours and they were not open. She told us that we needed to contact corporate to get a refund and there is nothing she could do about it. We have emailed Urban Air three times now to try to get a refund. There is has been no response. I tried to get a refund with my credit card company as well and received a response from Urban Air that said that they do not make exceptions for refunds and we must use our passes within 90 days. I do not want to go to Urban Air. I want my money back. I chose to go that day because my kids had a half day. I do know what other measures to take to get a refund. I do know that I should be refunded because I purchased tickets for a time when they were not open because the company had not updated their hours on their website.Initial Complaint
02/23/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
The same as everyone else here. We are trying to cancel the membership after the 12 months and no option exists on the website. No indication by any of the support staff or faq on how to do it. We want the membership canceled. No need to pay for terrible place we dont use at all.Business response
03/13/2023
To whom it concerns,
Urban Air memberships are not handled by the parks locally. The local parks are franchises that are individually owned and operated and do not directly enroll or handle park memberships. Urban Air memberships are handled by the Urban ******************** which is in ***** (the memberships are done online and through the ** corporate office). We cannot assist with ending the membership directly, or indirectly, especially without customer information (such as first and last name). We can however, provide Urban Air's membership department number so you may attempt to directly cancel the membership. The phone number is ************, they will need some information to look up your membership to assist with cancellation, they will also likely review the contract signed for the membership. If you are able to provide some basic information related to your membership we would be able to assist with submitting a ticket to attempt cancellation of the membership.
Respectfully,
Urban Air Ahwatukee
Initial Complaint
05/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I want to cancel my son's urban air membership. We have gone past the 12 month contract that we are required to keep it for. There is no where on the site to cancel (as they claim) and no one is returning my emails. When I go into Urban Air they also say they cannot help me. No phone number to call either. I upgraded him to an ultimate pass. So I just need his deluxe pass deleted immediately.Business response
05/27/2022
We have escalated the response to this complaint along our chain of command accordingly. Our corporate office has gone into the account and canceled the Deluxe membership for Jace on 5/26. On the account there is only 2 memberships both being ultimate, one for Jace and one for Kaydence. Thank you.Initial Complaint
05/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Urban Air Adventure Parks - Membership I have contacted business via email would be happy to share emails. However I am not able to copy and paste from my phone I have fulfilled my 12 month contract. When I tried to cancel I was told I have 8 more months. I am fleeing domestic violence and this business clearly does not are about children safetyInitial Complaint
02/08/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I signed up for a membership. We held the membership for 7 months. We moved away from the area and I asked to cancel the membership. The company emailed me and said if you are 25 miles from the nearest location, then it can be cancelled. I showed them that I was outside of 25 miles. ******** they said I can use a facility that was a 35 minute drive. I explained that I didn't want to keep the membership and needed it cancelled. Based on their policy they had to cancel it. I went back and forth with the representative for over a week. They simply ignore the fact I am abiding by their policies and said I can use it at the location 35 minutes away. I just checked and they have charged my account for another $144, ignoring all cancelation requests.I would not support this company and you should beware of any memberships, they will not cancel it out, even if it falls under their own policies to do so.Initial Complaint
10/27/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Unable to cancel a membership that was started on my CC. No agreement was presented in writing upon initializing a membership. They cannot provide a signed copy of my membership agreement. The business continues to change the hours so we can't even utilize the membership that's being charged each month. You cannot cancel over the phone, email or website.
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.