ComplaintsforUrban Air Trampoline and Adventure Park

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My daughter was at Urban Air in ****** on Jan 2nd. She fell off a bar and hit her head on concrete. There was no mat underneath to break her fall. There should be mats protected kids from the concrete. I took her to the ** immediately as she was vomiting and slurring her words. I was very concerned due to the nature of the injury. She has a severe concussion that could have easily been avoided had appropriate mats been provided. I went in to file an incident report. They confirmed they do not have ice packs or a first aid kit. No one is trained on how to put a harness on a child/adult and there are constant police at the facility. Had I known all of this, I would have never taken her there. They did not have form for me to complete to document the incident. They took my name and phone number and said the DM would call me immediately. She never called so I reached out by email and phone twice. She never responded.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/31/22, I joined Urban Air as a member. It requires 12 months of payments, then I become eligible to cancel. On 11/24/23, I asked an Urban Air team member named *** at the ****** location how to cancel. She said "You cannot cancel your membership. You have to keep it for a year, then after a year, it automatically cancels." On 12/31/23, Urban Air charged me $35.98 for our membership. On 1/2/24, I called and the home office said the information I was given at Urban Air in ******, ** was erroneous. The home office canceled my membership at that time, but said I would have to fill out a contact form on the website to get Urban Air in ******, ** to approve the refund for the charge that I was charged on 12/31/23. A customer service rep named **** said she would escalate my concern to management and someone would call me back. I do not believe she did that. As of 1/5/24, no one has called me back. I've called Urban Air in ****** several time to confirm receipt of my contact form. There is no way to get in touch with a manager in ******, ** without physically going to Urban Air. They have made it purposefully difficult to cancel a membership. In 2022, we had a birthday party at Urban Air, and we've visited countless before and after that, choosing to become members in 2023. My family has willingly spent thousands of dollars at this establishment, in this location. We do not want to be forced to spend $35.98 because a local Associate gave me erroneous information about how to cancel the membership. Urban Air, please issue a refund for $35.98 to the method of payment that you charged. Thanks so much!

  Business response

  01/08/2024

  Good afternoon,

  I have approved for our membership team to issue you the refund of $35.98 for the last payment made on 12/31/23. I have attached a copy of the email in which they received from me and you will also receive an updated email stating that they have issued you the refund.

  Please let me know if there is anything further.

  Thank you, 

  Customer response

  01/09/2024

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

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to urban air in ******, ** to celebrate my grandson's birthday and was VERY disappointed with the condition of the bathroom. The place opens up at 4pm, we got there at 5pm and the place wasn't bust AT ALL so I know the filth in the bathroom had been there. The toilets were ALL disgusting from top to bottom. Changing table was absolutely unfit for humans to use, let alone an infant. The walls, the floors, ugh, I was throughly disgusted by it all. When I reported the condition of the restroom to manager **** she told me they were scheduled to be deep cleaned "tomorrow". The bathroom needed a regular cleaning as well as a deep cleaning.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased 8 tickets for the ******, ******** park to attend on October 21, 2023. It was my twins birthday and they opted to celebrate it at Urban Air. Everything was going well until my son climbed one of your attractions on the Leap of Faith areas. He was way up the attraction when we noticed that the harness came loose and was on his lower legs. Thankfully we were watching him and we ran to tell the worker what was happening and she had no idea what to do. My husband immediately ran inside the attraction and tried to get to my son before he fell off. He had to climb the attraction to get to my son and all this time he kept telling the worker to call someone to help but she did nothing. She kept telling me that it wasn't her fault and had no idea what she had to do. After I saw that my husband and another dad who ran in to help had my son I proceeded to go talk to the manager, ****. She was apologetic and asked another worker to relieve the worker and said they were going to reprimand her. She asked what she can do to make it better. She offered to give me free passes to come back another day which I accepted at the time but then I declined them after speaking to my husband who was very upset and said we would never come back. At this point the manager came back to tell me that she had looked at the video and realized that what I was telling her was true and they were going to let the employee go since this was a huge risk. I then asked her for a full refund which she agreed to give me but it would take 3-5 days to see it. It has been longer than 3-5 days and I still haven't received my refund. I am asking for this company to give me my full refund and an explanation of why this happened. Do you not train your employees to handle these situations? I will be seeking legal advice because of their negligence. Not that it matters but my son is autistic and could have really hurt himself.

  Business response

  11/03/2023

  We have refunded the guest her tickets - 

  Customer response

  11/06/2023

   
  Complaint: 20805258
  
  I am rejecting this response because:
  Hi. I reject because I still haven't received my full refund and an explanation on what their protocol is when an incident like this happens.  Aren't the staff trained to know what to do in these situations?
  Sincerely,
  
  ***************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 15 2023 I bought the yearly membership for 2 kids. When I got to the park most of the stuff is broken or out of service. My 15 year old son did not enjoyvthevpark. I asked if we could keep the subscription for my 8 year old but cancele for thec15 year old. Management would help me, and I was told to contact the membership department. I explained that everything in the place is broken and my *** didn't enjoy himself I asked for my membership to be canceled they told me no. I was told to contact Management in the building and they would help me cancel my membership. The manager was called multiple times and emails sent, she won't return my phone call. Realy unhappy with the service and don't want to pay for something my kids don't like. This place is horrible with customer service. The main items in the park are broken When I visited the park the big trampoline was closed, the trampoline where you jump over beams was broken, and the whirl twirl ride was completely taken apart and out of service. I would be happy keeping my kids membership but want to cancel the teenagers membership nothing for him to do

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You cannot cancel your membership. We were told the membership would be $17.99 per year per person. We signed up 2 kids or $35.98 on 7/11/22. We were just charged $35.98 again on 8/11/22. The ****** Urban Air location said they couldn't help with cancellations. They told us to call the corporate office to cancel. We were told to call corporate at ************, but corporate said we signed a 12 month contract that can't be broken. Buyer Beware. That is $431.76 a year. We want out of this contract. Please help. We we under the false pretense of this contract.

  Business response

  08/16/2022

  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.
   
  Urban Air Memberships are a great value with unlimited visits and 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 in the agreement you attached, as well as online and in the membership acceptance agreement, you can cancel your membership any time after the twelfth payment.
   
  Cancellations prior to the twelfth payment on the membership account would be required to pay the remaining term balance.
   
  Currently, your account has 2 total memberships with 10 remaining months prior to completing your 12-month term. To cancel the membership(s), the remaining term balance due would be: $359.80 plus applicable taxes.
   
  The other option is for you to continue with the membership through the end of the term agreement which would conclude after your twelfth payment. This will allow you to continue to enjoy the benefits of the membership. You may then request a cancellation after completing your term.
   
  Please confirm that you would like to pay the termination fee and immediately cancel your membership(s).
   
  Thank you
  
  Urban Air Membership Team

• Initial Complaint

  09/18/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Signed a 1 year contract on 12/19/19. Contract states we can go month by month after the 1 year which would be 12/19/20. We relocated to **, went into the facility and emailed several times that we wanted to cancel our membership and kept getting billed. They asked for utility **** but we are renting Airbnb and sent them our receipt and they still would not let us cancel. After several emails I threatened to go to BBB and they finally said they canceled our membership but looking for reimbursement from 3/21 when I first asked to cancel.

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