ComplaintsforUrban Air Trampoline and Adventure Park

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently visited the **************************** Air location. Online, the user is persuaded to get a membership and will save a certain amount of money if they do. But the fine print is buried that the membership cannot be cancelled for an entire year. I waited to ask in person to not get taken advantage of but I am absolutely certain many people are being taken advantage of with this unscrupulous approach.

  Business response

  04/24/2024

  Urban Air is a franchise business and the Akron location is independently owned and operated.  The membership program is owned, marketed and serviced by **************** (the Franchisor) from *******, ***  This complaint should be directed to them as the local park doesn't have any control over how it is marketed on-line, and does not design or operate the website.

  As the customer indicated, he saw the membership program on-line.  This is the only place memberships are offered and can be purchased, since they are sold by **************** who does not have a local presence.  When a customer does purchase one, they enter into a contract with **************** and not Urban Air Akron. 

  As a note, it does not look like a membership was opened under this customer's name as we are able to see a list of active members for admittance into the local park.  If customer is seeking some sort of refund or remediation, they should provide the correct name and phone # of the member to **************** in the complaint. 

   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to let you know of a very concerning story from this past Sunday evening (1/28/24) at Urban Air in *****. My 2 children and my 2 nieces were celebrating my nieces birthday party together. There were several red flags from the start- they seemed understaffed, were more interested in their phones than supervising the attractions, and were not properly strapping children onto safety lines for attractions. Two of the children were at the climbing walls and the employee just left them to hook themselves in. A little bit later, a fight broke out between an employee, a woman, and her son. This fight escalated, and as it escalated the employees either joined in the fight, or fled out of the building. My 2 children were on an upper level for the obstacle course in their harnesses and hooked onto their safety lines. The employees with them left them and stranded them there. They had no idea how to release themselves and were panicking. The fight kept escalating with people shouting, others bleeding, items being thrown everywhere, and people yelling there was a gun. Thankfully, my sister-in-law was able to get to them to release them, and they followed people out the emergency exit and waited behind a structure for cops to arrive.To say my children and nieces are traumatized would be an understatement. Multiple people were arrested, and there was a fully loaded gun on one of the people arrested. Urban Air stayed open after this instead of closing for the evening, which is mind blowing.

  Business response

  02/04/2024

  The uncompromising safety and well-being of our guests and staff is our highest priority at Urban Air. We are working closely with the ****************************** to fully understand what happened on Sunday afternoon. Due to the nature of the ongoing investigation,we are unable to provide further details. With that said, no shots were fired during this incident, and can assure the community serious steps are being taken to ensure the continued safety of our loyal guests and employees. 

  Customer response

  02/05/2024

   I am rejecting this response because: I appreciate that there is an investigation with the ******************************. However, I am not satisfied with this response because it does not address the actions of the employees. They left my children stranded on safety lines attached to harnesses. In no circumstance should a child be abandoned and stranded with no way to free themselves. This response also does not address why the business remained open for the evening after all of the damage caused as a result of the fight. Leaving the business open that evening knowingly put others at risk again. 
  
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a birthday party on Spetember 19th for my daughter and paid the deposit (for the birthday party hold on October 16th). On September 20th, I was notified of family emergency and had to cancel the birthday party, when I called to cancel and request the refund the manager told me there is no refund and the deposit is forfeit.I need my deposit back.

  Business response

  09/27/2022

  Our policies are clearly disclosed at time of booking and in the e-mail receipt and confirmation letter the customer received.  Party deposits are non-refundable as we reserved space for this group that we could have otherwise offered to someone else.   As a courtesy given the circumstances, we offered to move their party to another date and credit the deposit, but the customer declined.

  Customer response

  09/28/2022

   I am rejecting this response because:
  
  They did not offer anything.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Have tired to get in contact with someone at Urban Air numerous of times. And every time I call I am on hold for 2 Hours just to talk to someone. Finally I get to talk to someone and the customer service repersentative tells me there is no way she can connect me with an manager or supervisor to talk to about the issue of canceling my membership for me and my daughter. Due to covid we have not being able to visit the park . so I explained to the lady that I need to cancel and she informed me that it is a 12month contract , which I think is wrong, this is an establishment for children to have fun for 1 to 2 hours for a day and a parent or guardian shouldn't be forced into paying for something every month.

  Business response

  10/30/2021

  The Urban Air Membership program is run and managed by Urban Air Corporate, in Dallas Texas.  It is a 12 month contractual agreement, where Urban Air grants unlimited access to guests at a deep discount in exchange for the commitment to make a min of 12 monthly installment payments.  The guest electronically signs an agreement and at least 3 disclosure acknowledgements as part of the purchase process.  One such acknowledgment is to agree that the contract can only be cancelled after the 12th payment is made. 

   

  Our park in Akron, OH is an independently owned franchise and we do not manage or control the program, nor do we have anything to do with the membership purchase and contract process.  We only participate by allowing active members unlimited access to our facility in exchange for credit from our corporate parent.  In looking at the attendance history, *** ********* and her daughter have visited numerous times in the last 6 months, including their most recent visit last week (see attached 6 month history of attendance).  This contradicts her claim of "Covid" as prohibiting them from being able to visit, which is clearly inaccurate and being misused in an attempt to get out of her contractual obligation.  Records show that *** ********* has 4 months remaining on her contract and can cancel anytime after that 4th payment is made.  Alternatively, she may prepay those 4 installments as part of a early cancellation fee and Urban Air Corporate can close her account early.

  Thanks,

  *** ******

  Owner, Urban Air Akron

   

  Customer response

  11/01/2021

   I am rejecting this response because:  I and my daughter  have maybe been able to visit urban air four times  out of the 6 months the representative is putting out there. When I paid for the first month of her membership, I was never informed that this would be a contract and that you could not cancel anytime you want.  Until after I finally had the chance to speak with someone on 10/29 . I have been trying to get in contact with someone at urban air for  awhile to ask them about  the monthly payments that have been coming out of my account , not once but twice a month. During the beginning of covid I never took my daughter to the park , Because I was informed the park was closed. but was still being charged a fee as if we were going to the park. once again my problem is I don't understand, what establishment has someone sign an 12 month contract for a child to come have fun for 2 hours max. And constantly charge when the person is not visiting the park. If they have and attendence record of me and my daughter visiting, they will see the membership was rarely used and the payments being taking out of my account forces you to have to visit for the month you are charged or its money gone to waste, that no one has to just give away to urban air . 
  
  

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