ComplaintsforUrban Air Aurora

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reporting an issue regarding my son's membership with Urban Air Aurora. My son has been a member in this park. We had previously called Uban Air Aurora in December 2022 to cancel his membership.To my dismay, I recently discovered that our credit card has been continuously charged for ******************* membership even after the cancellation request was made. These charges have persisted up until now. Consequently, I filed an inquiry on their website and requested their immediate attention to refund all the charges incurred from January 2023 onwards. After filing the online inquiry, I received a message stating that a representative from their team would follow up with me via email or phone. However, it has been three weeks, and nobody has reached out to me. Despite multiple attempts to call them, there has been no response at all.One of the staff members who answered my call in ***** informed me that even if I called their local office number, it would automatically transfer to their home office in ***** if nobody answered locally. Is it possible that my cancellation phone call was answered by a home office staff member who was unable to cancel my membership in Dec 2022? This could be due to internal glitches in their system. It is very disappointing to experience this without proper customer communication.

  Business response

  07/17/2024

  Hello Mrs. ******************** have checked all correspondence and found that the only time you reached out to the membership department was on 6/24/24 via email. 
  
  Please advise that your contract states: 
  
  MEMBERSHIP CANCELLATION. YOU MAY NOT CANCEL YOUR MEMBERSHIP DURING THE
  12-MONTH INITIAL TERM EXCEPT AS PROVIDED HEREIN. After your 12-month Initial Term,
  you may cancel your membership at any time online at www.urbanairmembership.com.
  Memberships may not be cancelled by telephone, mail, email, or by fax and may only be
  cancelled as described in this section. Your cancellation request will be effective 10 days after
  it is received. Any payments due under this Membership Agreement prior to the cancellation
  effective date will be charged by us as scheduled.

   

  Therefore, we are unable to refund any charges at this time. 

• Initial Complaint

  06/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have been trying to cancel my membership for two months. Nobody will respond to emails or phone calls.

  Business response

  06/04/2024

  Hello ****, 
  
  Our records indicate that your memberships were cancelled on 5/1/24 an email confirmation was also sent to you right after. 
  The last billing that came out on your account was on 4/25/24. 
  
  Please let us know if you need further assistance. 
  
  
  
  
  

  Customer response

  06/08/2024

   
  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

  04/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My niece ordered online to a one day of "fun". What I got was a monthly charge ***** for a yearly service. She was not authorized or allowed to enter any agreement for a yearly subscription. I called the business and explained the situation. They said the contract was binding no matter what. I explained the email was not mine. The billing address was wrong. The only thing my niece knew was my name and date of birth. She was able to open an account in my name and I am being charged every month. She is a minor. I offered to pay the difference in the amount from her day of fun to the usual charge. The company will not alter the yearly charge which is fraudulent at best

  Business response

  04/27/2023

  Urban Air's corporate office administers all memberships and handles all communication.  It is my understanding that the memberships claimed to have been purchased fraudulently were, in fact, cancelled on April 17, 2023; and the customer was notified via email at ***********************.

  Management

  Urban Air - Aurora, CO location

  Customer response

  05/01/2023

   
  Complaint: 19942949
  
  I am rejecting this response because: Apparently two accounts were opened. One we were able to cancel the other one, we were told we can't cancel, even if it's fraudulent. So one account is still open and because my niece knows my Name and DOB doesn't mean she can sign, open and account or do anything as a minor and with incorrect information. 
  
  Sincerely,
  
  *****************************

  Business response

  05/05/2023

  Good morning ******************

  In response to your follow up BBB complaint, I can offer this information:

  First, you have submitted your BBB complaint surrounding the Urban Air location in Aurora, ********.  The memberships that were purchased belong to the Urban Air location in **********, ********.

  Secondly, in the spirit of service, it does appear that all memberships have been cancelled as advised in previous communication- per your request.

  Best,

  Urban Air, Aurora, ********

  Customer response

  05/10/2023

   
  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

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing this complaint about urban air location that is located in Aurora CO. We are premium account holders and Approximately 3 weeks ago we were visiting the park like we usually did on the weekends. When my daughter used one of the attraction, the harness she had put on was too tight around her neck that she started to get chocked and almost passed out!( I mean she was so terified that I took her to the management to talk about it after she came downstairs complaining about it. When I showed the scratches and signs of that harness almost suffocated her, the management ridiculed us instead of being apologetic, compassionate and understanding of the seriousness of the situation. But, we were told: "thank you for bringing this up Boss!" That was it from them. She was literally so hateful towards that place when we were driving home. I kinda didn't pay much attention to that but when we got home and I started to look closely at her saw scratches and bruises on her neck I kinda started to realize how serious that could've been. Therefore I decided to call the customer service to cancel our membership. But, we haven't received no phone calls, no apologies, no remorse, nothing. So, if I don't get canceled we are going to take this matter all the way to the secretary of the ***************** or attorney General for further assistance on this matter. Also, whoever is reading this complaint, don't ever go to urban air or sign up for that because they don't care about safety, although safety is number one priority signs are all over their parks. It was very very disappointing and I hope nobody will experience something like that again. :((

  Business response

  10/27/2022

  This guest states they are making a complaint against the Aurora location.  This is *************** location and Urban Air is a Franchise.  Each location is independently owned and operated.  Please remove this complaint from Westminster's Urban Air BBB account as the guest clearly states it is the Aurora location they are making a statement about, not Westminster.  Thank you!

  Business response

  11/02/2022

  Good afternoon,

  This customer was contacted by ********************** Air corporate office on October 14, 2022 and October 18, 2022.  He was notified via email that his membership contracts were cancelled prior to the term ending with no penalty.

  Regards,

  Urban Air Aurora

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to cancel my urban air membership. It is past the 12 months, but there is no way on the member website to cancel. Even though they say that is the only place to cancel.

  Business response

  09/09/2022

  ************,

  Urban Air membership team at the corporate office will respond to your inquiry shortly.

   

  Thank you,

  Urban Air *******************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 1 2021, I signed up for an annual membership. As part of the contract, we were required to make 12 consecutive monthly payments. Every payment was paid on time. On July 9 2022, I submitted a request via the online form for a cancellation. On July 11th, I received an email back stating the following:Hello ****,Thank you for reaching out. Urban Air Memberships are a great value with unlimited visits and significant savings compared to general admission prices. We have reviewed your account and found you have just made your 12th payment to fulfill your contract. We value your membership and would hate to lose you, so we have an option that *** be of interest to you if you would like to continue your membership.Limited Time Offer If you'd like to continue with your membership, we are offering 20% off the monthly subscription fee for Ultimate, Platinum and Deluxe Memberships on your account. This offer will allow your family to access the same attractions and benefits at an even greater savings! Please email us back if you would like to proceed with the cancellation or take advantage of our offer. Thank you for being part of the Urban Air Family. We look forward to hearing back on how you would like to proceed.Thank you!***************************** Guest Loyalty Team Urban Air Adventure Parks - Membership I did not reply to this email, as it not only went to my spam folder but their cancellation policy states you *** cancel any time after making your 12th payment, and at least 10 days before your next payment.My request to cancel was submitted on 7/9, which is more than the 10 days before my next payment was due of 8/1.I sent an email request to receive a refund on 8/7 and received a response today, 8/10, declining my request. I have followed every obligation on my end, yet Urban Air still somehow feels entitled to keep my unauthorized payment of $53.96. I can only imagine how many others have experienced this

  Business response

  08/11/2022

  ************,

  On behalf of the Urban Air located in southeast Aurora, ** and the corporate office, I am terribly sorry you've had challenges cancelling your membership.  The corporate office (vs. local park) administers memberships, so I have escalated your case to get resolved immediately.

  Thank you for your past membership.  As a locally owned business, your patronage is sincerely appreciated.

  Best,

  Abby, Urban Air Aurora, **

  Customer response

  08/15/2022

   
  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

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Urban Airs online contact form with a request to cancel my membership on December 22, 2022. There is no way to cancel my monthly recurring membership myself online and I was told by the store manager it cannot be cancelled in store by him either. I tried calling their ************** several times and it rings and rings and an agent never answers. After filling out the online form I was contacted a few days later by phone and I was told by the representative that my membership would be cancelled. Ive been charged every month since that on the 24th of December, January, February, and March in the amount of $47.49. I want my membership cancelled immediately and a total refund in the amount $189.96.

  Business response

  04/05/2022

  Dear Guest,
   
  We are in receipt of your correspondence regarding Case # 16976582 (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. 
   
  On January 20th, 2022, after speaking with you over the phone, we offered you an incentive to remain an active Urban Air Member by applying a 20% discount to your account. We also followed ** in writing with the following email response:
   
  "Hello ***,
  Thank you for reaching out regarding Urban Air Memberships. As requested, we have added the 20% discount for the Platinum memberships on your account. This discount will be applied to all future billing cycles throughout the lifetime of your membership. 
  
  We value you as a member and cannot wait to see you in the park!
  Thank you!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"
   
  However, we have processed your request to cancel your membership. A refund has been processed for the last two (2) charges to your account, it should post within the next 3 to 5 days. 
   
  Best Regards, 
   
  _______
   
  Please let me know if you would like any additional context. I am here to help. 
  Best Regards,
  *************************
  Guest Loyalty Manager

*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. ↩