ComplaintsforUrban Air Trampoline Park

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I signed up for a monthly memebrship with the company and attended the facility on March 25th. I was in town for a while, and had to leave early due to health issues in my family. I contacted the company via phone on March 28th, about cancelling this subscription. The representative stated that I could not cancel as this was an annual membership. I explained to her that we live quite a distance away, and with the health issues going on, we could not afford this. She stated that i could not cancel, I asked what if i cancel my debit card the payment is applied to and her response was "they will contact your bank". She stated that if I lived more than 25 miles away, I could email proof of that and cancel. I did that on March 29, and have been in an email thread with little response from them since. Their team then changed what the policy was and said I could not cancel because that was the address I signed up with. I explained that we were on vacation and had to return home, and they offered for me to buy the tickets aside from a membership so they could cancel and refund the accidentally purchased memberships. It has been 6 days since these memberships have been cancelled, and I have sent six follow up emails with no response from their team. I was charged for the first month, and for tickets that were not on my account upon login. SO I was double charged and have received no refund. I am requesting from them a refund for the membership.

  Business response

  04/22/2024

  We have allowed this guest to cancel with the purchase of a set of tickets and socks as an early termination agreement. The guest mistakenly bought another membership rather than the tickets as intended, so I have refunded the duplicate membership purchase as well. If you would like any additional allowances, please let me know. 

  Customer response

  04/25/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  This solution would 100% resolve my complaint, however I did not receive refund for the second membership. I anxiously await that refund. Thank you.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for, what I was told by an employee of the company, a month to month membership I could pause and cancel anytime. I was not told that this is a MINIMUM of a 12 month membership and I could NOT cancel anytime like I had been informed, I could only cancel after I had PAID 12 months. I tried explaining to the customer service person that I moved over w hours away, I cant justify paying this if I can't at least transfer the membership, not only that, but that their own employees are lying to customers; and the response was basically it's the consumers responsibility, but when their employees are lying, how am I supposed to understand what the real rules are? It feels like a huge scam to fleece people out of their monney and I am incredibly upset. This is well over 400 dollars that I am forced to pay simply because I was misinformed by someone who works there. I do not feel like I am in the wrong for wanting a refund and compensation when I am blatantly lied to and then essentially told there's absolutely nothing customer service can do to help or make it right. This has overdrawn my account, and I had to take a cash advance to pay off the remaining debt so I wouldn't have to keep being charged. But I am furious that I even had to do this.

*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. ↩