ComplaintsforUrban Air Adventure Park of Frederick

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried canceling my membership after 12 months. It is impossible, they said I can do it online but there is no option online. I tried calling them multiple times but no answers nor call backs. I paid 12 months of the membership, please let me cancel. If I get charged for my 13th month, I would like a refund as well.

  Business response

  08/31/2022

  Consumer Response /* (2000, 6, 2022/08/15) */ Hello, I was able to cancel my membership over the phone. Thank you

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Urban air has a strict policy against canceling memberships prior to the 12 month mark with few exceptions. However, the only way to cancel after the 12 months is through the portal; except the membership cancellation option does not exist. This results in a financial hardship for me and other families that need to cancel but have no option to do so and I end up locked into paying monthly for a service I do not use and cannot cancel, despite having a membership for over 12 months. It is fraud to portray to customers that they will have the option after twelve months but continue to take funds when they wish to cancel. I have tried for over 18 months to cancel with no success and have seen other families be ripped off by this business as well.

  Business response

  07/18/2022

  Business Response /* (1000, 12, 2022/06/29) */ ***Document Attached*** 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. On June 21st, 2022 we posted the following in response to your complaint: "Hello ********, Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership. If you decide you would like to participate in our Membership program in the future please visit: https://www.urbanairtrampolinepark.com/membership. ; Thank you! Guest Loyalty Team Urban Air Adventure Parks - Membership" Memberships are billed on a monthly basis. Your cancellation request is 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. Complete details on the membership agreement can be viewed here: https://www.urbanairtrampolinepark.com/membership-agreement Thank you for being a part of the Urban Air Membership Family.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter went to a birthday party at Urban Air on March 12. She lost her phone- it was either stolen or lost in the ball pit. The manager told me we'd have to wait until the middle of April because the ball pit is only cleaned once a month. So we waited, against my better judgement, and it's now been a month. My husband went in on April 15th- no phone and the employee at the lost and found said they hadn't cleaned the ball pit in forever. So I called and asked to speak to the manager, because I really need to either report the phone as stolen or get it back... and I had to leave a message and the manager hasn't called me back. Frankly they shouldn't really let kids in there with valuables, or they should be more vigilant about pick pockets. But in this case if they'd just clean the ball pit (also ew- why aren't they cleaning that regularly and often????) so we can confirm whether it's in there or not, I'd be satisfied.

  Business response

  05/23/2022

  Business Response /* (1000, 10, 2022/05/06) */ Urban Air is not responsible for Lost or Stolen goods While we do fog and clean the attractions daily, the balls in the pit are deep cleaned (via removal) about once a month. This is because it requires the park be closed to the public for more than 12 hours. It's quite easy to lose small belongings in the ball pit, so we offer lockers and post signs around the building urging guests to store their belongings in said lockers. If phones or other belongings are found, they are kept in our Lost and Found area for retrieval. This phone was not found in the ball pit. We do keep a phone log with all calls received. Also, we pride ourselves in being the first place of employment for many young people, but this means their schedule is contingent upon when they are available outside of school. It's likely the employee you spoke with did not know our cleaning schedule and was speaking based on what they personally have witnessed on their specific shift.

*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. ↩