ComplaintsforUrban Air Adventure Park

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mother wanted to buy my son a summer pass. I told her to get him a gift card because we had to set up an account for him as his parents. She gave him a $100 gift card and we went to buy the pass. It said we couldnt enter the ** online so we went into the store. THEY DO NOT LET YOU USE A PURCHASED GIFT CARD for memberships or online sales. A gift card has a cash value at a business establishment. This business is not allowed it to used as cash value. This feels like illegal business practice. In the very least completely shady.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My ********* friends were at this facility. My son was physically assaulted by an adult at this facilities, employees were present during the incident but did not attempt to assure that my child is safe. I attempted to contact the business but can only speak employees at a call center. I provided the employee with my contact information but did not get a call from a manager at the ****************, ** location as promised. This facility is not kid friendly & does not prioritize children safety.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I visited their park 7/16/23. When I purchased the tickets online for my 6 children, it clearly stated on their website that included in the "ultimate" level tickets was "unlimited virtual reality." Based on this, we decided to purchase the"ultimate" tier, the highest and most expensive package they offer. Although I can see that their website has since been updated, I have multiple witnesses (people I met at the park experiencing the same issue) to the fact that this was included in this package.When my children, obviously excited, got in line for the virtual reality, they were disappointed when they were told it was not included, and they'd have to pay an additional fee. I approached the employee, who confirmed this. I pointed out that the website clearly included unlimited virtual reality, but he persisted in his position. Eventually, he agreed to ask a manager, so we waited while he went. After a significant wait, he came back and reported that the manager confirmed it was not included.I continued on and found a park lead and another managerial individual, and showed them on the website where it stated "unlimited virtual reality." They agreed that this was false advertising, but still were not willing to abide by the terms represented on the website - the only concession they would make is to allow a single round of virtual reality.My children got in line, excited to finally be able to play (despite being tired and exhausted at this point, with my younger 2 children (2 & 3) getting more and more cranky - they're at an age where they'd be just as happy at home, we only bring them along with the other kids), and then the employee told them AGAIN that they weren't allowed to play, until I approached him and pointed out that the manager had literally just told him they were allowed to play. Why was it so difficult for us to obtain even the slightest concession (never mind that we were never made fully whole) when they were completely in the wrong?

  Customer response

  08/02/2023

  You had requested the precise location of Urban Air that we visited. It was *************************************************************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a birthday party for my son back in April for July 16th at Urban Air in **********. This past Thursday, he broke his wrist in 2 places. His orthopedist said he would not be able to jump on a trampoline for AT LEAST a year. I contacted Urban Air this morning, which is almost a month out from the party, and they informed me I could not get my deposit back or give it as a gift on a gift card to someone else. I can supply documentation from my son's orthopedist, it's not right to not allow me to gift this money to someone else. I doubt we will have a birthday party even a year out, since we are nervous about him re-injuring his wrist. This is not good business practice.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I did a party for my daughter last weekend on Saturday. I happen to read thoroughly all that was entailed in the party package. I called the company to resolve the matter and that was pointless.I also have pics if needed...issue is family members are in the pic and I didn't get their permission to share so I won't but if it's needed I will Table runner wasn't provided or ballons

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for what was ****** advertised as a MONTHLY membership, for ONE month, I keep getting billed. I have not used the facility/service beyond the one month during which I believed I had membership, but recently learned that they have continued billing my credit card every month since. Vendor now claims I signed an annual membership, by citing an agreement that was sent to me via a tiny link buried in fine print in an email AFTER I paid, and was not presented/shown at any time during the purchase process. Product/membership page lists a monthly fee and monthly benefits, makes no reference to anything being annual. In fact, when I first made the purchase in December of 2022, it clearly stated that this location does not offer annual memberships.

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