ComplaintsforUrban Air Trampoline Park

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They will not cancel my membership. I have requested they cancel it 3 times over the last several months and they continue to debit my account and not respond to cancellation attempts.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/2020 to 02/2023. I canceled my 12 month membership in 2020. I paid the full 12 months as required, but they continued to charge my credit card over the next 27 months despite my cancellation. I had not been to the park since they shut down for covid. I recently was alerted by me credit card. I've been calling corporate offices for the past two weeks, and have been shuffled between representatives dozens of times, and I am often dropped completely. I've been told i'll recieve a call back from a manager many times and have recieved none. They have acknowledged that i called and cancelled in 2020 but could not understand how they kept charging my account. I am looking for the past 27 months of recurring payments in the amount of $686.07. They are unwilling to even answer the phone at this point. It is unnerving to think this can happen. Never sign up for a membership with this company unless you plan on having them charge you in perpetuity. After my cancellation in 2020, i stopped receiving emails from Urban Air until recently which prompted me to look into it. crazy.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Saturday September 10 my husband purchased online a $30 ticket for Urban Air in ****** for our son *****. ****** friends mom (friend is *****, mom is *****) also purchased an online ticket. They were invited to go to Urban air with friend *******************. The boys are 12/13. There was a miscommunication between parents and ********************* parents paid for ***** and ***** to go to Urban Air at that same time slot. We both realized the mistake the next day and ***** and my husband **** both independently emailed urban air to explain th situation. ***** was promptly refunded her $30 with no further questions asked. She showed me email proof from Sunday sept 11 , *************************** was the guest loyalty team member. Her email stated: Thank you for reaching out to Urban air online support. We have processed your request to refund your purchased items online. Please allow 3-5 business days for the refund to post. Thank you.Our response stated that refunds were not allowed. We showed them the email ***** received stating she was refunded for the same exact time/date/situation. We were still told no refund. I showed them the email again and was told that I had to provide our receipt- I did that. Then I was told I had to get the receipt from ************************* mom has not responded to me. However, this is ridiculous. ***** did not have to go through all this time and effort. I have called repeatedly and no one will respond. I continue to get the run around and now 8 days later they are still declining to refund our ticket.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My family signed up for one year membership. Paid $67.47 monthly. First payment on June 30, 2021. In April, 2022 I went in to facility and asked to cancel. I knew there would be 2 more payments coming out (end of April and end of May), but I wanted to make sure I got it cancelled after the 12 months. An employee had me fill out a request on the computer, which was an e-mail that went to corporate asking them to cancel my membership. He said that was all I needed to do. I saw the full 12 months come out of my account. But, this morning I saw a 13th payment. I called in and they said they can't cancel at the site in Ankeny and that I needed to send an e-mail. But, that is exactly what somebody did WITH me when I went in April! Also told me today that I wouldn't get a refund for the extra month (even AFTER I cancelled!). Said that I needed to send another e-mail to corporate. I asked to call corporate and they said I can't do that. So, today, I sent 2 additional e-mails to "corporate", which I doubt I'll hear anything from. As I said before, I did EVERTHING they asked me to do to cancel. And it didn't work. My family hasn't used the facility in well over a month. I want my money back ($67.47) credited to the account it came from. This is a HORRIBLE way of handling this business. I was able to sign up at the facility, but they tell me they can't cancel the membership there? That doesn't make sense. I knew I had to pay for a year. I'm fine with that. But after the year was up, it should have stopped. I went in about 2 months early to make sure it was cancelled on time. I couldn't have done anything more to handle this. It's absolutely not fair. I intend on adding this to their reviews and have already asked my credit card company to investigate. I want to know when I will be getting a refund for the payment they illegally took out of my account.This membership is under my wife's name, ***********************. Her phone is ************ and e-mail is ************************

*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. ↩