ComplaintsforUrban Air Trampoline and Adventure Park

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In 2019 we purchased a family membership to Urban Air in **********, ***********. We used it very often. In the Spring in 2020 Covid hit and the location shut down permanently. It was closed for over 1 year. Both their website and ******** said closed permanently. We tried to cancel our membership and were told it could not be done by anyone but that location. In January of 2022 we relocated to **** for work. In April of 2022, Urban Air started charging us again for a membership. At this time, I contacted them via phone and explained to them that not only had we relocated but, that location was still closed. This continued for several months. We contacted our credit card company and explained the situation to them and they said we needed to go through Urban Air. They closed that credit card and opened a new one. Fast forward to December of 2022, we notice we are being charged AGAIN for the monthly membership. Emails and phone calls get us nowhere and we go in this continuous loop. I have sent an email requesting the membership be canceled since there isn't even one located in our state and I'm once again instructed to contact that location which tells me to contact customer service. Customer service tells me the membership has been terminated. Now we are in October of 2023 and I notice a charge for Urban Air on my credit card statement. I call the credit card company and she informs me there is over $1,000 in charges from them and they NEVER canceled my membership. She transfers us to the fraud department. The gentleman tells me they have received hundred of complaints against this business and there is nothing they can do except dispute it. I once again contact UA and they refuse to help me. Then, I receive an email from Urban Air a few days again informing me they have FINALLY canceled my membership AFTER we had to file FRAUDULANT charges with the company but will not refund me. This business is unethical!

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 24, 2023 I attended Urban Air in ********** ** with my daughter. I purchased the tickets online. Upon arrival, there was complete confusion by the employees attempting to open the venue. Apparently, the employees from the previous night did not clean the party rooms so they were not ready for all the party rooms reserved for 9/24. Due to the very unhappy reaction by customers, many of the employees literally left the facility. The manager could not be located. One employee stated we could receive refunds due to the now lack of staff available. Due to the lack of staff, none of the various attractions were available for children to play on. Due to this unsatisfactory situation clearly beyond my control, we departed the facility. I have requested a refund of my ticket but Urban Air is refusing. I submitted several photos of all the closed attractions to them.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am trying to cancel a monthly membership to urabn air. they do not allow for any type of cancelation on their website, or have any ability to call and talk to a person to cancel. they only have an email system that you email and tell you to uhave 72 hours till you will receive a response. after initial email I was given a basic tty to keep your business with a discount. I replied no I wanted to cancel and have not received a response back or a cancelation.

  Business response

  04/29/2023

  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 April 1st, 2023 we posted the following in response to your complaint:
  "Hello ****,
  
  Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership(s). 
  
  Your cancellation request is 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. Complete details of the membership terms can be reviewed here: 
  ***********************************************************
  
  If you decide you would like to participate in our Membership program in the future please visit: ****************
  
  Thank you!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"

  We hope to see you back at the Park soon. 

  Best Regards, 

  Vanessa L****

  Customer response

  05/01/2023

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

*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. ↩