ComplaintsforUrban Air Adventure Park
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Complaint Details
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Initial Complaint
04/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In late 2022 or early 2023, I signed a 12 month agreement with Urban Air. Around August of 2023, I inquired about upgrading my daughter to a higher tier of membership, and spoke with the location manager. He assured me that this would not affect my membership and would not extend its term. But instead of upgrading her membership, he created a 2nd membership for her and I was billed for 2 memberships for 1 child for quite a few months. Upon discovering the double billing, I requested that my membership be canceled, as I was past the initial 12 months. Urban Air refuses to cancel the membership, stating that it was extended by the upgrade, despite the location manager saying it would not be extended. They also refuse to acknowledge that they double billed me for months, again caused by their location manager. I would like Urban Air to cancel all my memberships and apologize for this situation. This was entirely preventable if the manager had not lied about the upgrade extending my contract and if he had not created an entirely new account for my daughter, resulting in the double billing.Initial Complaint
02/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We completed the 12 months of payments for this membership and there is absolutely nowhere to cancel this membership!! **** * **** ** * ********** Would never recommend this place!!Business response
02/24/2023
Our records indicate that your 12th payment was made on 2/6 and your next payment is due on 3/6. If you go to our website before that time and put in a contact us from informing our corporate office that you would like to cancel your membership they would be happy to get you taken care of. If you have any issues getting in contact with our corporate office through our website then email ************************.Initial Complaint
02/01/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
We have been trying to cancel our membership but have been unsuccessful. We have exceeded our 12 month minimum term but unable to cancel and are being billed monthly. We have been given a phone number to call but no one answers, or no one responds to emails. Additionally, nothing is on their website on how to cancel or an easy way to cancel. In fact, we've tried several times to cancel and thought it was so that last time our son went to Urban Air, we paid out of pocket (when apparently, we have a membership). This is extremely frustrating... Urban Air's contract indicates "Membership Cancellation. YOU MAY NOT CANCEL YOUR MEMBERSHIP DURING THE 12-MONTH INITIAL TERM EXCEPT AS PROVIDED HEREIN. After your 12-month Initial Term, you may cancel your membership at any time online at www.urbanairmembership.com. Memberships may not be cancelled by telephone, mail, email, or by fax and may only be cancelled as described in this section. Your cancellation request will be effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled." This website does not appear to be active. All we are wanting to do is cancel our membership and can't do it. What a joke....Initial Complaint
01/25/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On August 15th 2022 I reached out to Urban Air via their online form requesting to cancel my membership. I was informed same day that I couldn't cancel until my membership had reached 1 year. In response I requested an exception. I explained that the only reason I had obtained a membership was because I had foster children and I was no longer in care of the children. I received a response stating that I still couldn't cancel without paying off what was owned on the membership. I reached out again on January 17th, 2023 and was told that they could cancel my membership with a letter from the case agent stating the dates the children left my care. I submitted the information to them and requested a refund for the 5 months I was charged between the first time I reached out and the January date. I received a response that they will be canceling my membership but would not give me a refund. I feel that I deserve a refund due to receiving the wrong information from them in August. I could have prevented paying for 5 months if they would have given me the correct information.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
December 22nd 2022 I purchased passes for my children to spend this day at Urban Air on December 22nd. I called the day before and confirmed the place would in deed be open. On the day of the 22nd I was called by the staff saying they were going to be closed that day and that they were sorry. I told them I'm not from ******* and we were just visiting that day so we wouldn't be able to make any other day work. The staff told me we would get a full refund but they couldn't do it themselves that it needed to be done through corporate and to request it on their website. I did exactly what I was told then the day of the tickets and cancelation. I was then emailed by the company by Dan ******* of the Guest Loyalty Team saying they would not refund my tickets. This is completely unacceptable. We purchased those tickets in good faith. Urban Air called and canceled our reservation then refused to refund our money. We want a full refundBusiness response
01/17/2023
Consumer Response /* (2000, 6, 2022/12/30) */ They finally submitted my refund.Initial Complaint
06/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The initial transaction was made May 31, 2022 for a family membership with the company I purchased for the reduced price compared to a general admission ticket with the intent of immediate cancellation, on June 1, 2022 I contacted them to cancel the membership and was informed that it would be taken care of. I have not returned since the initial purchase of the membership and did not request a refund for the membership when I requested it to be canceled. I have since been charged by them and informed they will not cancel the membership until 12 payments have been made even though they initially informed me I could cancel the membership within one business day of the initial purchase.Business response
08/05/2022
Business Response /* (1000, 10, 2022/07/22) */ Our memberships our a 12 payment commitment and are not refundable. This is clearly stated as you sign up for the memberships. Conciliation requests can be made by contacting our Home Office. You can do this by submitting a request on our website.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.