ComplaintsforUrban Air Trampoline and Adventure Park
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Complaint Details
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Initial Complaint
12/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Used this business for our daughters 13th birthday party. They charged us twice. One charge was ****** thats the price of the party plus gratuity for the party host then another separate charge for $339.00. My husband was finally able to reach a manager, only because he said he wanted to give accolades regarding his party, she was less than apologetic or competent to handle the situation but said wed be refunded within 10 business days. Its been almost a month. The party was on 11/18/2023, he talked to the manager 11/22/2023. Its the holidays and Christmas is coming. We dont have $400 to spare right now. Their lack of concern, competence and ability to be reached for such matters is appalling. Their facility is disgusting, their idea of a birthday party and what they charge for it is laughable.The employees have the worst attitude and should never be around children.Business response
12/22/2023
Dear *****************,
We are in receipt of your correspondence regarding Case # ********. We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban **************.
We have processed the refund in the amount of $339.00 on December 15th, 2023.Thank you for being a loyal Urban Air customer, we hope to see you back at the Park soon.
Best Regards,
**********
Manager
Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been trying to cancel my Urban Air membership for a few months, and I have not received the assistance to do so. There is no way to cancel online, and when I actually have reached someone by phone, they have directed me to the website. I even tried in person and was also directed to the website. I have been a member for a couple of years, so I am well past the 12-month requirement, and I would like to cancel because my kids have outgrown the park and it has become a waste of money to pay $25/month ($300/year). Urban Air has not been helpful at all in assisting me with this problem.Initial Complaint
01/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This Business mislead me into a membership for 4 kids of which are not mine - I bought tickets for what I thought was the day and then received an email saying because I enjoyed the day the kids could return through the end of the month so I thought after that the charge that would be the end of it- instead they have put me in a 12 month contract for a place that is 2 hours away and for kids that arent mine- obviously would not have signed up for a membership and they are completely gaslighting me about it - I am happy to pay for the one month they used the membership but am asking they terminate this billing as they have mislead me into a contract - if you look at their reviews they have done this to many peopleInitial Complaint
10/05/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On September 4th 2021 I purchased a unlimited monthly pass that charged 14.99 per person. In total I purchased 9 passes for my daughters birthday which seemed like a great idea because it was a new establishment at a great monthly price. I paid a monthly charge for all passes and signed a jump waiver which all trampoline parks do. However this location charged me again today 10/5/2021 for the $112.91 which was odd. I contacted the location through phone no response, I then emailed a complaint for remedying. The company’s response was in order to cancel this I would need to pay $1,129.10 plus applicable taxes. I immediately responded this is absurd and a scam as I never signed a contractual agreement or received a copy of such. I later went on the website to attempt to purchase the same thing to see if there’s a disclaimer only to realize they don’t when you checkout. Also I stumbled on a disclaimer that this location doesn’t sell annual passes. A scam that needs to be shut down!!
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.