ComplaintsforUrban Air Adventure Park

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a platinum membership for my daughter at the Urban Air Park in Fort Collins, CO back in June 2023. The associate at the facility who sold this membership explicitly stated that the "membership" CAN BE cancelled ANYTIME. In November 2023, I reached out to Urban Air facility to cancel my membership. The associate there directed me to submit the cancellation request online, which I did promptly. After a few days, an urban air online representative emailed saying the membership CANNOT be cancelled until a whole YEAR term is complete. They are charging my credit card every month. This is DECEPTIVE market practice. I want this membership cancelled immediately and would like the business to stop this terrible practice.

  Business response

  03/01/2024

  Dear Mr. Nair, 
  
  We are in receipt of your correspondence regarding Case # 21365363. We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfies with their Urban Air experience. 

  Urban Air Memberships are a great value with unlimited visits and a significant savings compared to full admission prices. All memberships require a one year commitment in order to be able to offer such a great monthly membership rate. As stated online and in the membership acceptance agreement you can cancel your membership any time after the twelfth payment. 

  You have 2 monthly payments remaining prior to completing your 12-month term. Once you have made your 12th payment, email us at [email protected] and request to cancel due to completing your term. However, if you wish to continue after the 12 months it will be on a month to month basis, it will not start a new 12 months.

  We appreciate your feedback and look forward to seeing you back at the park soon. 

  Best Regards, 

  Vanessa LaFoy

  Senior Manager

  Guest Loyalty Team

  [email protected]

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchase a year-long membership in November of 2021. As of November of 2022 we requested that our membership be cancelled. We asked in person and by phone how to cancel and were told to cancel online. We cancelled online in November prior to the membership renewing. In December they charged our card again. We followed up with an email and were told by a representative that our request to cancel was processed as of 1/3. They then attempted to charge our card again on 1/26, but we put a stop payment on it and followed up with another phone call and email. We were told again that our cancellation was processed. They have attempted to charge our card on 2/26 and 3/26. Each time we followed up with a representative and were told that our membership had been cancelled. We were told by a representative on 3/18 that our membership was cancelled, then they attempted to charge our card again 8 days later. We have received a total of 5 email responses and 3 phone calls stating that our membership has been cancelled, yet they continue to charge our card.

  Business response

  03/27/2023

  Mr. ****

  We have been instructed that Urban Air corporate, the entity that administers all things member-related, has contacted you.

  Best,

  Urban Air Fort Collins

• Initial Complaint

  09/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased platinum tickets for my son and his friend. Months later, I realize Urban Air has been charging us monthly for memberships in error. When we reached out so Urban Air could correct the error and refund the money charged erroneously, they told us we couldn't cancel unless we paid hundreds of dollars to cancel the membership. We never signed up for a membership in the first place. Later, when we emailed again to point out that our confirmation email read tickets, not memberships, they even went into the email and changed it to read membership. I didn't even know that was possible. Luckily, we had taken a screen shot of the email reading "tickets" beforehand. Very deceptive and predatory practice.

  Business response

  10/05/2021

  Dear Mr. *****,
  
  We are in receipt of your correspondence regarding Case # ******** (“Case”). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. 
  On September 8, 2021 Mr. ****** ***** contacted our Memberships team and stated the following:
  “We did not mean to sign up to be monthly members, please let me know if I need to do anything further to stop the automatic payments and emails. I went once to the Fort Collins location with my kids for fun, I do not believe I asked to be enrolled in a monthly membership.”
  
  Beginning on September 13, 2021, our memberships team responded to Mr. ***** and informed him he did, in fact, purchase two memberships for ****** and ******** ***** at 12:38 am on May 8, 2021. Additionally, on May 8, 20201 Mr. ***** purchased a Platinum ticket at 2 pm for Evie Perry. All purchases were made for different individuals. We provided Mr. ***** with a copy of the electronic signature for the contract he completed as well as a screenshot stating what he purchased. We provided Mr. ***** with the remaining contract balance which would need to be paid in order to cancel the memberships prior to completing the 12-month term.
  
  As of Sunday, October 3, 2021, the two memberships for ****** and ******** ***** were canceled due to non-payment. This complaint is now void.
  
  Thank you

  Urban Air

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