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Complaint Details
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Initial Complaint
01/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Urban Air Park in Noblesville, ******* is advertising when purchasing a party pack that thr tickets are all day with a contingency if capacity allows. However when we attempted to go in 2 hours before the party time since it says all day we were not allowed. There is no legal disclaimer to review and sign that says you cannot go in beforehand. This is false advertising and is not legal. I have also contacted thr city of Noblesville as well regarding this.Business response
01/26/2024
*****,
Thank you for bringing to our attention your concerns regarding ALL DAY PLAY at Urban Air. I left a voicemail in attempts to address these concerns earlier today. We strive to create fun and memorable experiences for every guest in our park and are always willing to make accommodations when possible or clarify policies when needed.
*******************************
Regional Manager
Urban Air Noblesville & Fairfield Township
Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April of *********************************** ******* from ****************. They wanted to go to a trampoline park so we decided on Urban Air in Noblesville *******. We had to prepurchase tickets online. I did this and unintentionally checked a box for membership with a reoccurring monthly payment. As soon as I realized my error I asked for a refund and to cancel the membership. My grandchildren live in a state where there are no Urban Air locations. I was told that I would have to purchase tickets for the day we did go and they would cancel membership but would not issue a refund for any fees that I had already paid. I tried to do this even though I don't think it was a fair offer. I'm ok to pay for the service we received but I feel like I should be refunded for the continuing payments. I am being charged approximately ***** per month for a service that we didn't want and cannot use. I would just like to be refunded the monthly fees that have been taken out of my bank account.Business response
12/13/2023
********,
Thank you for reaching out. I have reviewed your profile and confirmed that your membership was never used past the purchase date. Our membership program falls under the responsibility of our home office team, but I have made a special request on your behalf that they refund you the difference of the corresponding day ticket price and the amount you have paid for the additional months. You should be seeing a refunded amount of $250.14 with an email confirmation from our home office team once they have processed my request.
Feel free to reach out directly to myself or our on-site team if you have any additional comments or concerns.
Thank you.
*******************************
*******************************************
Initial Complaint
10/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was booking a single visit and then the website directed me to sign up for a membership at a discounted rate so I signed up. Then, I was also charged for the single visit which was on 9/30/23. Urban Air is saying all purchases are non refundable but the membership should have been used for the visit, and the single visit should be refunded.Initial Complaint
08/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In January 2023 I in error purchased a year membership pass vs a day pass at urban air. that same day I talked to the manager at the park in person who said I would need to contact their customer service to update my info, and reverse the selection. I did exactly what the manager said, and was told my selection was corrected and I only purchased a day pass. No monthly fees would be take out, and I did not purchase a membership. 6 months later I was notified my billing needed updated, and they have been charging me $18/ mth for a membership I was told I did not process. My email correspondence for recourse has disappeared. I emailed their contact form again to try to talk to a person to resolve this. The form says they will follow ** in 72 hours, but its been over that time. There is no phone number listed for customer service. Please look into thief practices of charging customers without consent and purposefully hiding communication and contact info.Business response
08/21/2023
The membership program is managed by Urban Air Adventure Park's corporate headquarters. After looking into this account, it appears that the guest already reached out to Urban Air corporate and a refund was applied accordingly back on 8/12/23 for any funds due to the guest. Feel free to confirm with the guest that the refund has hit their account, but this looks like it was handled by our corporate teamInitial Complaint
11/21/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Cannot cancel memberships. I have 3, two kids and mine. I am past the 12 months as of 11/19/22 that I signed up for. Says I can only cancel on the website but there is no place to cancel.Business response
12/13/2022
This guests membership was already cancelled prior to receiving the BBB notice, indicating he reached out to our membership team the proper way via our website.
Customer response
12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*********************************
Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for a membership for my children for Urban Air. I understood that it was a year-long membership, but felt comfortable based on their covid protocols outlined on their website. When we went to Urban Air, the staff was unmasked and not following the outlined protocols for this reason I want my membership canceled and do not wish to pay out the remaining portion for the year. Urban Air has been unwilling to work with me on this.Business response
03/07/2022
In response to case ID ********:
We follow all local guidelines and requirements. All guests that were member prior to the Covid-19 pandemic were offered the option to pause of cancel their membership with no penalty. This guest signed up for their membership in January 2022 after weighing her own comfort level with going back out into society and chose on her own volition to sign up for a year long membership.
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