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Business Profile

Trampolines

Urban Air Trampoline Park

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    3/22/25 and the pizza dough was raw and after the 8th pizza brought out to the kids and still raw each time I finally was told that the ovens were broken and not reaching the high temperature that was needed to cook them fully the manager found it to be funny and told us to eat it or just don't because what else can he do he just manages the place when I told him that it's nit ok to feed all these kids raw pizza the offered to give us fries and chicken but continued to serve the raw pizza and not stop. The kids thay work in the kitchen were to busy laughing and joking around to even pay attention to the food...this place was dirty n horrible and I will be calling the department of health next

  • Initial Complaint

    Date:03/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Predatory cancellation policy. Unable to reach anyone or get a call back after multiple attempts after 12-month obligatory period.There is no way to cancel online and when you submit online support request, no response. I attempted to delete my credit card after no contact and it isn't allowed.

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint I literally had two employee tell me I cant set in a massage chair because it beeps. I paid two time to set in the chair. I have the charges in my credit card to show this. I have visited before and never been asked to move. No one was setting in the massage chairs at the time I was harassed and told to move. Had another customer a guy even walk up and said that employees sounds like she is on a power trip. When the employee left from talking to me. So I highly doubt anyone complained. Considering the customer by me stated that was ridiculous for them to even ask in the first place. The manager claimed that the beeping was loud. Really loud where at a kids Trampoline park. She continued to harass me, and intimidate me telling me and tell me I had to move. There is no sign located anywhere stating any such rule. There is nothing listed online or in my membership stating that I can not set in the chairs provided. I am a paying membership holder. I feel I was being harassed and I was left to feel uncomfortable. These managers are ridiculous! No manager or employee should stand over me telling me where to set when I paid to go there. Refund my membership, if you dont want me to set down and enjoy my time while my child is playing. Every other time I have came here its never been an issue. Why is it ok to harass me this time. This place needs new leadership. Terrible way to treat members. I was harassed by two members of management. Both chose to stand over me to try to intimidate me which is unacceptable behavior. I have a 4 year old that was playing on the playground and jumping I sat there so he knew where I was and so I could see him. I expect follow up. You have no right to harass members who pay a fee.

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Saturday 2/22/25 I reserved and paid for a birthday party for my son. Urban Air ****************************************************. They failed to adhere to capacity limits, creating a dangerous & unsafe enviornment for guests. 2/22/25 I personally witnessed extreme overcrowding that posed clear safety hazards, including risk of injury due to excessive numbers of guests in limited spaces. I raised these concerns to on-site management the day of and guest services, yet my complaints were dismissed without appropriate action. This lack of accountability is deeply concerning, as it demonstrates disregard for the safety of children. Ignoring capacity regulations not only violates safety standards but puts urban air at risk for liability in the event of an accident or emergency. I am requesting that the Better Business Bureau formally investigate this matter and hold Urban Air accountable for adhering to safety and capacity regulations. Public safety should not be compromised for profit, and I urge you to take immediate action to provent potential harm. Please confirm receipt of this complaint

  • Initial Complaint

    Date:02/12/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased an annual membership for the park, with monthly payments. The agreement states that you can cancel after 12 months. However, in practice, it is impossible to cancel: the company states you cannot cancel in person or on the phone, but only online through the membership portal. The problem is the membership portal has *no* button, link or page allowing you to cancel your membership. This is a violation of the ***'s click to cancel rule which came into effect in Jauary 2025.For information, this company does business nationally as Urban Air, but is owned by ***************** *******, *****.

  • Initial Complaint

    Date:10/13/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The year membership auto renewed with no way of cancelling online. The local store cannot cancel this membership. They get this complaint frequently. This is unacceptable. I have left messages and never returned calls. I finally spoke with someone in corporate as I was typing this complaint and they cancelled the membership. From the sound of it, there is NO way to cancel online. This is ridiculous!!!! I would like a refund for the 3 months of auto renewed as I have been trying to cancel this membership.

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    we purchased a membership had reservation for 7/31 incident happened at 2 pm member named *** made ableist remarks with her coworker ******* while I was standing right there remarks were as follows *** Theres so many people with disabilities here. Me yeah, I am *** yeah sure also *** why would disabled people want to jumpjust because I am disabled doesnt make me different or less worthy of being treated like a human being. this was disrespectful and disgusting, imagine if a child had heard and that affected their self esteem

  • Initial Complaint

    Date:06/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a one month membership on April 5th 2024. I was still being charged in June so I called and they said they could not cancel it because you have to pay for a year. No where on the receipt does it say this. I would never have paid for a year.

    Business Response

    Date: 06/25/2024

    Hello ******, 

    Thank you for reaching out. 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.


    To locate a copy of your Membership Agreement please refer to the link at the bottom of the confirmation email you received when signing up. You might find it helpful to search your email box using the key words "Urban Air Purchase Confirmation." Please be sure to check your junk mail/spam folder as well when searching for your confirmation email, it can get caught there sometimes.

    Once you have located your confirmation email, at the bottom of the receipt information in the email, will be text that you can click on that reads "View your Membership Agreement."

    We have also attached your signed contract. 

    Regards,
    *******
    Urban Air Memberships

    Customer Answer

    Date: 06/25/2024

     
    Complaint: 21847867

    I am rejecting this response because:

    I did not receive that. I would have never signed up for a year membership. I live over 50 miles from urban air. I have tried to cancel based on that since it stated that I can but haven't received a response. 


    Sincerely,

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

  • Initial Complaint

    Date:01/30/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We went to a very disorganized opening day. After waiting over 30 minutes in one line, we were instructed to move to another longer line that wasn't moving. I asked one of the lead employees if I could get a refund for my online tickets if we left and she said that could be handled online. So we left. After contacting the company online, they are refusing to give me a refund. I paid for goods and services I didn't receive and was misled by an employee of the company.

  • Initial Complaint

    Date:12/26/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We paid a 12 month membership to Urban Air. The 12 months in the contract is up and we want to cancel our monthly membership. However, they say you can only cancel online, but there is no way to cancel online. They dont answer the phone, no one knows how to do it. They are just continuing to steal our money. We want the membership to end ASAP.

    Business Response

    Date: 12/28/2023

    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 **************.  

    On December 26th, ******************************* 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:?*******************************************************;;
     
    Thank you! 

    Guest Loyalty Team"

    Thank you for being a loyal Urban Air Member. We hope to see you back at the Park soon. 
    Best Regards,


    *************************
    Senior Manager
    Guest Loyalty Team

Urban Air Trampoline Park is NOT a BBB Accredited Business.

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