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Business Profile

Amusement Parks

Urban Air Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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:02/23/2025

    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.
    On February 22, 2025 my family and I purchased tickets for ***** and 5 paid of socks. Our total is ******. Upon arrival some attractions were not available, the establishment was dirty and the eating area was disgusting. My oldest child Heaven was hit in the ball pit area and lost half of her front tooth. The food area did not have proper hygiene and cleanliness as well as the machine did not have the flavors as advertised. The locker machine doesnt work correctly and the ball pit ***** are filled with dirt and smelled terrible. The employees did not check wrist bands to see if your wrist bands were correct to enter the rides. The restrooms are disgusting and the staff are rude and offer little to no help when my daughter lost half her tooth. The staff also did not check to see if my child was ok. I want a refund of my order confirmation code NRHFII4T also for the staff to be better trained on what to do during an emergency and to check wrist bands.

  • Initial Complaint

    Date:09/03/2022

    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.
    I have had a membership with Urban Air for over 12 months. Their membership contract states that the membership can only be cancelled after 12 months, and only through their website. There is no way to cancel the membership online, so I have been unable to cancel. I would like to know why Urban Air handles their memberships this way, and for my membership to be immediately cancelled.

  • Initial Complaint

    Date:06/28/2022

    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.
    I had a private event on 6/26/22 and I was aware I had to pay for additional jumpers. I specifically said that if there was extras I will jump and take extras but I didn't want to pay for additional jumpers on my tab. There were 3 additional jumpers on my tab that i did not approve. I talked to the manager and she basically said she cannot turn people away and that is fine but why not offer them to pay themselves why just assume its ok to put on my ****. I didn't have enough money for this and i felt bad i didn't have enough to tip my host as much as i wanted to due to this occurrence. Although she was missing half the time she was a nice girl and i liked her. Why do you guys advertise that if no jumpers are allowed they wont be on my **** and pay separate but then the day of party comes and its a different story now they cant turn ppl away. Its BS. plus im not even sure if they even had a waiver on file. smh.

  • Initial Complaint

    Date:06/25/2022

    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.
    I took my 4 kids there to enjoy their day off. The staff member there suggested it's better if you get a membership rather than paying per day. I asked the employee, is it possible to cancel the membership anytime I want, she assured me... yes. She said all I need to do is to call the corporate office in TX and they'll take care of it -- and I asked the same question multiple times on different days and I got the same reply from different staff members. Unfortunately, when I started calling the corporate office, they said you cannot cancel the membership because there's a clause in the contract that says it's a 12-month contract. I explained to multiple customer service reps that this clause wasn't disclosed to me and in fact, I was told (and assured) multiple times that I could cancel it anytime I want. It's been a frustrating experience to deal with this business whose underlying business model is completely fraudulent. I googled them online and many people have a similar complaint against Urban Air. So, it seems this is their standard modus operandi to have people sign up for the membership and they lock them in without disclosing the term and conditions of the contract and there's no easy way out of it. In my research of their dirty business practices, I found out the only way to be able to cancel the membership is either you die, or you are permanently injured or you've relocated to a location where there's no Urban Air within either 16 or 20 miles. ***** are pretty harsh, ridiculous and inhumane conditions of the contract.There are good businesses that go over all terms and conditions of the contract with the potential customers prior to having them sign the actual contract. I wasn't offered this opportunity. So, basically I was lied into signing the contract.

Urban Air Adventure Park is NOT a BBB Accredited Business.

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