ComplaintsforUrban Air Trampoline Park

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 14th 2024 we visited this local park. A 3 hour drive. Once we got there there was nothing but issues. It seemed as it was a teen ran facility. There were issues with customer service and I talked with the manager on duty about the issues. It wasnt just with one employee but multiple. The manager was extremely apologetic and offer to cancel the membership. Now for months I have been charged not one but 3 times a month two 90$ charges and one 69$ charge per month feb-current regarding membership fees. The customer service on emails aren’t helping the situation and between the lag in communication and a different rep everytime i need something to be done regarding this.

  Business response

  07/09/2024

  Firstly, we at Urban Air Toledo regret to hear you did not have a satisfactory visit when coming to our park and apologize for the confusion of how to navigate the proper channels to cancel a membership.

  Regarding Cancellation:

  All membership cancellations are handled by going online to: ************************** and requesting cancellation of your membership accounts. After requesting, Urban Air will re-evaluate the request/situation and make a decision on the request.  Memberships may not be cancelled by telephone, mail, email, in-park, or by fax and may only be cancelled as described prior. Our membership agreement can be viewed online anytime at https:/**************************************/

   

  Going Forward:

  Once the concerned party submits a request, we will elevate it to the proper channels for cancellation.

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I also did that as I was continued to be charged and that is not what happened. The in house management stated it would be canceled and instead I have been charged multiple amounts (two 69$ amounts and one 90$ amount) monthly. I have reached out to the membership team multiple times and they have been unable to assist. Up until I made this BBB report, I had been charged those amounts monthly, although they were suppose to be canceled in January after the experience. After filing this report I finally was not charged the amounts. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had 2 memberships one for child one for parent $18.98 + $3.99 monthly paid on 11 th of each month. On the 6 th of February (2024) I bought another child membership ( $18.99 monthly also but first month was only charged $14.91). I expected the last one to be due on a different date than the other two each month and that was fine. However less than 7 days later i was charged the monthly for all three, which means I only got less than a week on a monthly membership. I have tried calling for over a week and after waiting on hold in line 10 minutes in I get a message saying they cant take my call at this time and will call me back BUT THEY NEVER DO!!! I have been ripped off and want a refund of the overcharge of $18.99 + tax. I will be making sure the account I have registered for payment cannot be drawn from any longer until i get the refund. I am seriously rethinking membership this is second year and second time I've been overcharged. Last year I paid to upgrade and then was charged again a week later. Its like they want to rip people off and try to see if they can get away with it.

  Business response

  03/19/2024

  When a customer purchases an ********************** Air membership, there is a one-time fee of $10.76 when completing the purchase.  This is laid out and agreed upon by the purchaser at the time of payment. The guest was charged an additional $3.25 for the prorated time of that new membership before the monthly payment for the additional memberships was drawn.

   

  This process ensures our members do not receive two different withdrawals from their accounts a month.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a membership for my daughter a couple years ago. We have not used it much as my daughter is now very involved with school. I have tried several time to cancel my membership. Calls emails and online Ike they tell you too! There is NO cancelation button or even info on how to cancel. Please all I want is to cancel!!!!

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After enjoying our membership for the 1-year commitment and then a few additional months going month to month, we contacted Membership Services to cancel our membership. The only way available to make contact was via email (I attempted to cancel via my online account but there wasn't an option for that), and there was an extended delay in their response which led to our membership renewing for another month despite us requesting cancelation prior to the renewal. We asked for the additional month to be refunded back, and their Membership Services team continued to take several days to respond with each correspondence, and ultimately said we could not get our money back despite the fact that the back and forth correspondence took several weeks and we were therefore unable to use the extra unwanted month of membership that was forced upon us. I attempted to contact the local park management and got no answer. I left a voicemail and management never returned my call. I fulfilled my 1-year commitment plus a few extra months, so I'm incredibly disappointed that Urban Air has made it so hard to cancel and has essentially stolen an extra monthly payment from me when I had provided them with my request in writing to cancel my membership ahead of the renewal. The lack of a return call from their management was an added disappointed.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I want to cancel my membership I have had well over 12 month and have tried over and over and keep getting the run around online there is no where to do so.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  NATURE OF DISPUTE Urban air located in Toledo Ohio, on Airpirt Hwy, is where I purchased a year membership. My membership ended on 12/26/2021. Urban air has continued to take money off my credit card even though I had been informed it will stop taking money. I did not continue the membership as my children did not like the park as much. I have to dispute charges every month because they continue to steal money from my account, because at this point it stealing, when you continue to take money from someone without their knowledge or permission. Urban Air has so many complaints about this same issue how can they continue to do this without punishment? This is ridiculous!

*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. ↩