ComplaintsforUrban Air Adventure Park

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed an agreement and I am making payments for 2 children to have membership which includes unlimited visits and a snack with every visit. The agreement I signed only said a snack and did not specify what the snack was. At the time of purchase I asked an employee what the snack was and was told it was a bag of chips. I payed for a signed the agreement stating that the two kids would be able to come unlimited times with one snack each per day. We came the months of March and April, and received a bag of chips each time. Today May 5, 2024 we came in signed in got our snack card and went to claim our snacks. We were told that the snack was only popcorn and had always only been popcorn. I informed the manager that we had come in multiple times prior to this exact location and had always received chips. I also informed the manager when I had purchased the membership and signed the agreement I asked what the snack was and was told chips. He informed me the popcorn machine was broken for a while so they were giving out chips instead. I was never told before today that popcorn was ever an option and that I was receiving chips because the popcorn machine was down. I told the manager that I signed and paid for a membership with the understanding that it included chips and I would like out of the agreement. The manager informed me that the issue couldnt be resolved in store and would have to contact corporate because they dont handle memberships in stores. I would like to cancel my memberships because I am not receiving the products I was told I would in store. I have contacted corporate with no response.

  Business response

  05/09/2024

  Dear *******************,
  
  
  We are in receipt of your correspondence regarding Case # ********. We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
  
  
  Urban Air Memberships are a great value with unlimited visits and a significant savings compared to full admission prices. All memberships require a one-year commitment in order to be able to offer such a great monthly membership rate.
  
  
  You have 10 monthly payments remaining prior to completing your 12-month term. 
  
  Once you have made your 12th payment, email us and request to cancel due to completing your term. However, if you wish to continue after the 12 months it will be on a month-to-month basis, it will not start a new 12 months.
  
  Please be advised that park food offerings very by park. Substitutes can also vary at the park's discretion. 
  
  
  
  Best Regards,
  *************************
  Community Management 
  Guest Loyalty Team - Memberships

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to CANCEL my membership that I have paid for over the required 12 month period and I was told over the phone when I called the company that I could not do so over the phone, by fax, email, mail, or in person. I am told that I must CANCEL online, but there is NO PLACE to cancel online. I have logged into my portal and there is no option to CANCEL my membership. I would like my membership cancelled. I do not want nor do I desire this membership any longer and I have withheld my end of the agreement and paid over $50 a month for the past 12 months. My membership needs to be cancelled.

  Business response

  01/22/2024

  Dear ****************, 

  
  We are in receipt of your correspondence regarding Case # ********. We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfies with their Urban **************. 
  
  We see that your membership was cancelled on January 3rd, ****. We hate to see you go. We have processed your request to cancel your membership. 

  If you decide you would like to participate in our Membership program in the future please visit: ******************************************************************.

  Thank you for being an Urban Air Member. 
  
  Best Regards,
  **********
  Manager

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