ComplaintsforUrban Air Trampoline and Adventure Park

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 3 tickets for my 2 kids and 1 friend to go to Urban Air. I thought I purchased regular day tickets. My sister took the kids while I worked. I check my bank account a few days later and I was charged +$70 for day tickets and an additional $55 for an annual membership. I have gone back and forth trying to explain that I don't remember signing any type of annual agreement and was under the impression that I was purchasing a day pass only. Additionally, one of the kids isn't mine. This is very clearly a mistake. Additionally, I was told that the membership I allegedly signed was actually not available at the park in which we signed it, but was told memberships are only good for the park at which it was purchased. So I have a membership for a park that is ineligible for memberships. I asked at which park can I use my membership if the park we allegedly signed up at is ineligible for memberships? The Urban Air team has yet to respond. To add to the chaos, the annual membership agreement form wasn't signed by me so I am paying for a membership someone else signed for. They still wont budge in my request to cancel and its cost me over $600 to date. The customer service line is for party planning, I've tried calling the local business and management won't contact me and emails take up to 72 hours if they respond at all and you will talk to a different rep each time. I need my membership (the last 2 months) of it cancelled and last months fee credited to my CC.

  Business response

  04/07/2022

  Dear Ms. ******, 
  
  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.  
  
  We have sent a one-time, special offer to you via email, that we hope you will enjoy via email. Please take a moment to reply back to us when you have time. 

  We value you as a member and cannot wait to see you in the park! Thank you!
  
  ******* *****
  Guest Loyalty Manager
  Urban Air Adventure Parks - Membership

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  a membership was recently purchased under our credit card, we are trying to dispute the purchase, it was done incorrectly but will not allow any resolution of the issue until a 1 year agreement (6x the value of a single purchase) is completed.

  Business response

  12/10/2021

  Dear Mr. ********, 
  
  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.  
  
  On November 27th, 2021 we sent the following response to your concerns:
  

  "Hello ****,
  
  Thank you for reaching out regarding Urban Air Memberships. To locate the transaction we would need additional information to assist further.
  
  If you could please provide us with the items listed below:
  First & Last Name on card
  Last 4 Digits of card
  Transaction amount 
  Transaction date 
  Best contact number 

  
  Thank you!
  
  
  Guest Loyalty Team

  Urban Air Adventure Parks - Membership"

   

  Please reply to us at ***************************** for further assistance. 

  Thank you, 

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

  Guest Loyalty Manager

  
  

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