ComplaintsforUrban Air Adventure Park

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/9/2023 Should have paid $59.59 got charged over $80. I asked for a refund due to the overage and was refused. Instead talked to terribly and very rude service. I am disputing with the bank. This is fraud and theft. I left this review.Overcharged my card - wouldnt fix the issue and instead got into an argument with the customer- very rude service!I am also reporting to the BBB for theft. Dealt with ***** who wouldnt give her last name - told me I didnt know what is as talking about (so im a liar?) I provided the screenshot showing the correct price and was told TOO BAD we dont refund ******************************* - manager It was disgusting service! They took my money and this business shouldnt be running when theyre trying to commit theft! Dont go here!!!!!!

  Business response

  07/24/2023

  On July 9th, the guest came into park and purchased tickets at the registers. We currently have a discount that can be applied but only if it is requested, at the time of purchase the guest did not request the discount and it was only after coming into the park that she realized there was a special offer. Unfortunately, we don't do refunds or exchanges and the offer must be redeemed at the time of purchase. The picture she is showing you is what she looked up after she had already gotten her tickets, this was not a paid transaction just a cart screenshot. ***** was explained to at the park when she came up with the complaint that the offer must be requested at purchase otherwise it is not valid. This offer is only advertised online and not in park. 

  Customer response

  07/24/2023

   
  Complaint: 20294919
  
  I am rejecting this response because:

  3 other people heard me ask at the register about this discount. Even showed the picture. This was a lie being said.

  
  Sincerely,
  
  ***************************

  Business response

  07/24/2023

  There has not been anyone refused the discount at all, if the discount was asked for prior to purchase then it would have been honored. We will not be offering a refund on this activity as it is not a discount offered in park but must be mentioned prior to purchase. We also do it offer refunds or exchanges which is why you couldnt refund the whole transaction just to then use the discount. 

  Customer response

  07/25/2023

   
  Complaint: 20294919
  
  I am rejecting this response because:

  clearly, youre not understanding that the discount was mentioned prior to payment. It was stated that it would be honored and then when paid, I noticed on the receipt that there was an overcharge.

  I then went to the front to dispute what happened, and why I was overcharged, and they acknowledge that they were going to honor the discount with three other people hearing this.

  Now youre trying to say that nothing was said until after payment. This is a lie, and even your general manager acknowledged this.
  This is unfair business practices, and you guys are over charging people just to make a bit more money.
  Its not about the 15 extra dollars. Its about the principle of the matter.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to Urban Air Adventure Park in **************, ** today, 6/5/23. The website advertised that on "Member Monday" members can bring a friend for $9.99 plus taxes and fees. I also confirmed the "Member Monday" cost via contacting customer service on 5/29/23, whom confirmed the location I wanted was **************. I also called the location and spoke with a male staff member on 6/1/23 who confirmed the "Member Monday" cost. However, when I arrived the manager informed me that they no longer had the "Member Monday" deal as advertised on their website, and she noted that the deal expired 2 years ago. Per the ************************ Act, false advertising is a form of unfair and deceptive commerce. As such, the business should honor the rate they advertised. I ended up paying $19.75 plus taxes and fees, per child, of which there were 2 children for a total of $42.27. I should be refunded the difference between the advertised price and the amount I was charged, as I did my due diligence to find out the accurate price via the 3 sources the company has available.

  Business response

  07/13/2023

  Good Afternoon, 

   When the guest said she contacted corporate it went to a call center. They are not always aware as to what programs the park runs since we are all franchises and run different events and specials. Our Member Monday ended approximately 2 years ago when we rolled out a Membership special of bring a friend 50% OFF Monday-Thursday to give members more perks of bringing friends. Unfortunately there was false information given from a call center but it is our parks website has not reflected Member Mondays for a very long time. We did give her a large discount of 50% off the tickets per the programs we offer in our ************** location. 

  Customer response

  07/14/2023

   
  Complaint: 20146757
  
  I am rejecting this response because:  I spoke with the parent company after the incident.  They investigated the issue, and  provided compensation.  The matter is resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed my kids up for Urban Air's membership. It clearly states that after the 12-month period, you will be able to go online and cancel the membership, there is no such option. I have tried to send an inquiry to urban air membership's department (as stated in contact us), and though it says they will get back within 72 hours, no response. I just want the membership cancelled the fact that they state you will be able to do it online and there isn't an option is ridiculous. Imagine how many people are continuing to be charged monthly because they cannot cancel. I hope there is a lawsuit soon.

  Business response

  04/05/2023

  Dear ********************, 
  
  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 March 20th, ******************************* 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 look forward to seeing you back at the Park soon. 

  Best Regards,

  *************************

  Guest Loyalty Manager

  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Manager on duty Jakiera. Manager email: *********************************************** Store GM name: *********. Store GM email: ************************************************** Date 1/4/2023 Original number for my wife ************** My number ************ Today I came into the urban air at ************** for my daughters birthday.I was greeted by a young staff personnel who I asked if I can get a monthly membership for my children. The Rep replies you can pay for the day passes, and then theyll be converted to your monthly memberships and the difference would be refunded once you call the office number.She process a payment of $161 for the purchase of the memberships.Once I went on the app, I noticed that I didnt have an active membership. I called the number on the website. I was informed by the office rep after explaining the situation to send a picture of the receipt via email and purchase memberships from the website then I would be refunded for the day passes. I went ahead and purchased 3 monthly platinum memberships for $71 from the website. Once this was completed, I called the office number back and the office red attempted to contact the location manager who refused to come to the phone. The office rep even attempted to call the store directly and did not get an answer.The manager ******* then informed me that she would not refund anything per policy. I asked her if she could communicate with her supervisor. ******* refused to assist in anyway. She went as far as to tell me that thats why shes the manager because she makes all the decisions for the location. She then told me to stop speaking to her and she was done with the conversation. She said if I didnt walk away it would not be good for me. This was the worst experience ever. I had to keep my composure in order to not disrupt my daughters birthday. My daughter turned six today. I am now reaching out to the Better Business Bureau. I may even contact my attorney for Further action.

  Business response

  01/07/2023

  Thank you for reaching out regarding your experience at Urban Air **************. I am writing in response to your BBB complaint and email that you submitted to our park. When you arrived at the park you were greeted by my Front Desk lead who you asked if there was any discounts. You were told that there was no discounts currently offered and you mentioned to the lead that you had previous Memberships for your children that are not active. You then proceeded to purchase your day pass platinum passes for your children to participate, along with socks. Your children went into the park where they began utilizing their day passes and all of our attractions. A little later you came up asking for a refund because you had now purchased the memberships after the fact. We do have signs posted in the park that we do not offer refunds or exchanges and this is a policy that we follow strictly. You requested a manager to give the refund and when she gave you the same policy you began calling corporate, who misunderstood what you were asking for. Per your email you, yourself said that you went into the park and then purchased the memberships after purchasing your day pass, and had corporate realized that was what you were requesting they would of given you the same information our Park Manager gave you. After many interactions with our park manager she finally informed you that there was nothing she could do to resolve your complaint. As she was trying to run a park, answer phones and give our team breaks. She could not possibly continue to have you demand something that we did not offer. 

  You then filed a complaint with BBB and forwarded myself the email that you submitted. I then followed through with the request to a refund. When you signed up for the membership you sign a contract stating that you agree to pay for a 12 month span on a monthly basis. This account then gives you access to the park and the snacks offered for a deeply discounted rate. When you came in to the park and stated that you had previously had a membership, I looked into this and saw that you not only purchased the membership but less than 2 months later stopped paying for it and breaching the agreement that you signed. Due to this situation we find that a refund for the new memberships would be received, since you have already broke one contract we did not see that a 2nd contract was warranted. We have canceled the new memberships and fully refunded that charge that you purchased after the original order there in park for day passes. Since you did utilize the park and all the things that were offered with you a refund for your day passes as you have already received the services. 

   

  ****Memberships are not owned by our park and are managed by our corporate office. Memberships are a YEAR long contract that must be paid monthly off of your credit card.

  Please see the attached documents that support the decision that our park took and the refund that we did return. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/25/21 I purchased a membership for my family. We used it quite often over the year. On 9/15/22, I attempted to cancel the membership. Received an email stating they would reach out to follow up over the next 3 days. On 12/6/22, I again tried to cancel, and received the same email. I have been getting charged since.

  Business response

  12/27/2022

  Dear ****************,
   
  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 December 21st, ******************************* 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.
  If you decide you would like to participate in our Membership program in the future please visit: ***********.urbanairtrampolinepark.com/membership. ;
  Thank you!
  Guest Loyalty Team
  
   
  Membership is billed on a monthly basis. 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 on the membership agreement can be viewed here: ***********.urbanairtrampolinepark.com/membership-agreement
   
  Thank you for being a part of the Urban Air Membership Family.
  

  
  

  ******************************************************

  GM Urban Air PSL

  Park-************

  Cell- ************

*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. ↩