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Business Profile

Event Center

Urban Air Reynoldsburg LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:03/15/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was Duped by their agent at their location in Reynoldsburg Ohio. First time I visited Urban Air location in Nov 2022. I paid for 4 tickets for my kids for about $160.00. An agent came up to me and said a manager can adjust the charges that I had already paid for and I can sign the kids for $14.99 per child membership that could be cancelled at anytime. We went ahead and had them credit my card for the original charges and charged me for the membership. I was assured I was going to get an email approving the membership and that the membership could be canceled at anytime. Never got an email approving anything. All a facade. My kids and I regretted going to the place instantly. The entire place was rented to birthday party makers and there was no place to sit. Kids had to wait in line to play anything. We left after less than an hour. The kids hated the place and I for one would not go back if I am paid to. I contacted Urban Air to cancel the membership and to my utter dismay, they tell me I cannot cancel the membership for one year. I suspect I was ambushed by their agent and duped into this membership. I am not going to continue to pay for a membership that I was duped into and for a membership I have Zero use for. They have called enough free money from me and it needs to stop.

    Business Response

    Date: 03/15/2023

    I apologize for your bad experience. It sounds like you attended on a Saturday or Sunday when we are at our busiest. And yes, we are #1 for birthday parties and the weekends tend to be when people schedule birthday parties for their kids. With regards to you being "duped" by an "agent"...  We don't have agents, we have employees. Part of their role, among other things, is selling the benefits of memberships. I'm not aware of any one of our employees telling guests that they can cancel memberships "at any time" but thank you for bringing this up. I will follow up with our employees and management team to ensure they understand that is not the case. Memberships are 12 months and that is stated in the membership contract that you sign. That being said, I will discuss your situation with my GM and see what we can do to get your membership canceled. Im sure we have your email on file, please just confirm its OK to reach out that way. We are not in the business of "dupping" people into anything and our product speaks for itself with the number of guests and repeat guests that visit us on a weekly basis. I'm so sorry for your bad experience and we'd like the opportunity to make it right. 

    Customer Answer

    Date: 03/15/2023

    I accept the business's response to resolve this complaint. I just need this membership completely cancelled as I will NEVER set foot at any Urban Air location.

Urban Air Reynoldsburg LLC is NOT a BBB Accredited Business.

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