ComplaintsforUrban Air Adventure Park
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Complaint Details
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Initial Complaint
06/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
6 years i have been as a member in urban air good relationship with staff there. for a manger has been 3 months in this urban air with no warning nothing decided to terminate me! and I know he means the other cousin that came with my kid because i only has one kid but because this fast decision with no proves nothing he didnt even know which members should he discontinue! because the kids with me in other memberships!!! he terminated them because my kid and others ages 7-8-9 plays ******************* hit hard not sure how you guys can take this fast decision After u see that I have been in urban air for 6 years and after i was very nice to manger his name is forest i wish to go back to videos and see! also i have one ! looks like he has strong communication to decide this with no warning and nothingBusiness response
07/06/2023
This Urban Air location has not been open 6 years. However, Urban Air Westminster's Membership Agreement clearly states: We reserve the right to terminate or refuse to renew your Membership Agreement at any time for any reason not prohibited by law and to collect any delinquent or outstanding balance(s) that has not been paid including for any monthly payments owed. If your membership is terminated, Urban Air will notify you. When a membership is terminated, the affected membership pass(es) will be deactivated permanently, and the affected member(s) will no longer be eligible to receive any of the benefits of membership. Reasons for membership termination include, without limitation, the following circumstances: If you engage in activity that Urban Air, in its sole discretion, deems improper, including without limitation, allowing someone else to use your membership, fighting or rowdy behavior in any Urban Air Adventure Park, or if Urban Air determines that you or any member under this Membership Agreement violated any provision of the Membership Agreement, any of the membership terms and conditions or any other rules, regulations, or policies of Urban Air.
Customer response
07/18/2023
so does that mean you guys still going to consider my keys or you guys discard the whole situation?
Initial Complaint
06/19/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We have been trying to cancel our membership for several weeks. We have filled out the contact form requesting our membership be canceled, it has not been canceled.The cancellation policy employed by Urban Air is borderline predatory and their lack of responsiveness is making ** regret ever signing up.out membership is under *******************************, ********************** at the ************** location.Business response
06/23/2023
We see you contacted the membership department via Contact Us and your membership was cancelled on 6-19-23. You are no longer members at Urban Air, this issue has been resolved. As soon as you contacted the membership department, they cancelled your membership. Thank you kindly.Initial Complaint
08/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am attempting to cancel my daughters (******) membership at the Urban Air Westminster location. I have been trying to cancel this but no luck. It says you can cancel on their website but just like everybody else that is far from true. So many people including myself are very upset with their practices. I want my account cancelled as I'm past the 12 months. I have two kids on two different accounts and i would only like my daughter ******* account cancelled. This is wrong how they make it impossible to cancel and cause so many people so much stress. They should be ashamed but instead of caring ************** and the people all they care about is that dollar bill in their eyes. Seriously ~ shame on them.Business response
09/09/2022
This member can cancel their membership at anytime via a contact us form on our website to the membership team. However I have forwarded the request to cancel via this BBB complaint to our membership team. The membership will be canceled within 2 business days. Thank youCustomer response
09/10/2022
As long as my membership is actually cancelled and I do not get charged again I am somewhat satisfied. I spent many hours of my time trying to cancel this menbership as have many other people. The directions for cancelling the membership are incorrect on the website and also when you ****** for the information. Advice would be to make a cancel membership option in the account holders profile. I do appreciate you taking the time to cancel this and I truly hope it will be completely cancelled as stated. Thank you BBB for your help and your time.
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
08/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We went to the urban air location in ******** we bought our tickets online and have never been there before. When we arrived we noticed that they were parent passes that were extremely large discount I went up to the counter and talk to the girl that was working. They did nothing to accommodate us and our request, we did not use the parent passes at all but they explain to me at the counter that they do not do refunds of any kind. The level of attention and customer service at Risk of violating a policy and not being able to accommodate a simple request was beyond disappointing. I was not looking for a full refund just discounted tickets to the parent has option which we did not notice one booking online.Business response
08/07/2022
This complaint was made for ******** ** this is the *************** location, this complaint is not for our location, please fix.
Thank you..
Initial Complaint
07/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been trying to find a way to cancel my membership to urban air in ***********, ******** for about a month now. I no longer use their facility, and am way past the 12 month agreement for membership. The phone is never answered by someone useful, they do not allow membership cancellations via phone, email, or in person. They indicate that cancellation is only available online, i have spent many hours online trying to figure out the process. I can no longer afford membership, we have not visited their facility in months, the will not respond to me, i live 75 minutes away from the nearest facility. I want a membership cancellation atleast, and maybe a refund for the last month.Business response
08/13/2022
Guest has been contacted.Customer response
08/14/2022
Complaint: 17629815
I am rejecting this response because:
my memberbership has yet to be cancelled Sincerely,
*******************Business response
08/18/2022
Membership was cancelled 7/28/22 via the membership team.Business response
08/23/2022
This guest continues to make his complaint with BBB, however here is proof his membership was cancelled on 7-28-22 as requested. He hasn't been charged since 7-7-22.
Please make sure you close this complaint and show proof we cancelled his membership as he requested, I am not sure why he keeps saying we haven't. He filed the complaint on 7-27-22 and his membership was cancelled the immediate next day. He never filled out a contact us form to cancel his membership prior to contacting the BBB.Customer response
08/23/2022
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
07/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to the place about 935 pm when the person at the register spoke to me she claim that even it was late I was going to be able to ride that a premium package provide. So I trust instead of paying only for what I was able to use. We pushase the expensive ticket confident went to the go karts and I was sitting in a regular line the girls who were handling keep allowing the second line that i aume is a vip first a keep holding our line looking at the time I left to enjoy. When to the event and it was d lae 15 and 20 min. I actually notice the register were open all the way to 10: 30pm and why when by 10 50 everything is off. All I say train your to young stafs to be more honest because I diding ride it all like she promise. Question **********Business response
07/29/2022
I am sorry that this happened to you. However, this Park does not have go karts. ******************* and Aurora have go karts but the Park that I owned in Westminster does not.
Also, I sold the Westminster Park and have not owned it for 6 months.
Initial Complaint
06/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have had 2 Ultimate and 2 parent accounts for over a year. I have spent a month now attempting to cancel the membership. I have filed the online form to cancel our memberships (twice), left a voicemail at corporate (once) and contacted the store to elevate the concern through their internal comm procedure. It is wrong and irresponsible to cause such disruption to cancel a membership due to non use. I am respectfully asking for immediate cancellation of our membership and refund for the one month that Ive been attempting.Initial Complaint
06/28/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I write them email with canceling my membership in February.They send me email with that that they receive it ( and some more promotional) Which I dont care Still was charged every month till I realized in june I call them today, they refused to return money, because I didnt respond on their promotionIm extremely upsetBusiness response
07/18/2022
This is not for ***********, ** this person is in ****. Please take off our account as this guest is not a member at Urban Air in ***********, **.Initial Complaint
06/26/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have a membership urban air in *********, **. I can not cancel my membership, i sent multiple times e mail and i talked with customer care. But they are not giving me cancel membership. I want they not charging me anymore. How can i cancel my membershipBusiness response
07/08/2022
This complaint is for **. This complaint should not be on my ******** Urban Air. Urban Air is a franchise and this is for an Urban Air in PA. Please remove this complaint from this ******** Urban Air.Customer response
07/08/2022
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,
Azizbek KaharovInitial Complaint
06/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We visited urban air in ******* ** on 6/16/2022. My daughter was playing and cut her foot on glass that was on the floor. The cut was minor but needed to be treated. ******* was the manager on duty and the initial point of contact after the cut. She did not ask if my baby was ok. She did not look at the cut. She did not go to where it happened to see. She didnt ask if I needed anything. It took me to ask the other employees for a bandaid. They did not have a proper stocked first aid kit. There was nothing to sanitize her foot. The manager proceeded to tell me she wasnt a doctor and theres nothing she can do. So the ambulance was called for a minor cut that could have been handled by staff with the proper procedure.
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Customer Complaints Summary
13 total complaints in the last 3 years.
1 complaints closed in the last 12 months.