ComplaintsforUrban Air Trampoline and Adventure Park

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a very SUBSTANTIAL complaint to file and want to be professional about it. My son and his friend visited Urban Air Trampoline and Adventure Park on ******************** in *************** on June 8 2024 between 5 and 7 pm. Here is the phone number to the location of reference - **************. My son and his friend were bullied repeatedly by another guest while in the dodgeball pit. My sons friends mother noticed from afar while with the boys and got up to witness what exactly was happening between my son, his friend and this other guest before making any assumptions. When she witnessed the behavior repeatedly, from the other guest, she got the attention of an employee to report the behavior. Once she reported it, the other guests mother approached her, bullied her verbally accusing my son and his friend of being the perpetrators and gaslighted her not allowing her to speak at all. Then, she proceeded to speak in a harassing nature to MY child and his friend by using profanity in a threatening nature. After this part of the incident occurred, security approached and spoke with this other guests mother/guardian for between ***** minutes. My friends mother waited for security so she could provide her recount of what happened but before she could even give her side of what had happened she was asked to leave. This is a blatant culture problem that should not be allowed to continue. Staff allowing other guests to behave in this manner and blatantly allowing it creates an unsafe space for the guests and visitors. I requesting the video surveillance of this matter from urban air to show there was no just cause for my son his friend and his friends mother to be treated in this manner. The security guard arbitrarily banned my son and his friend from this location without any precedent for doing so.

  Business response

  06/25/2024

  It is unfortunate there was an issue between your son, your friends son and another guest. While we are not able to control the actions of patrons we do monitor and intervene to ensure safe play and to enforce rules. Our staff followed their training and stepped in when the incident was discovered. Our security officer stepped in quickly to diffuse the situation and approached the closest party involved first, which just happened to be the other guest. He did speak to your friend as well but she was not willing to let him speak and was yelling over him, that is why he asked some guests to leave. I have interviewed several staff members that were involved and they stated that your friend made several statements about the race of the other guests as well as the staff that intervened in the situation. 

  Customer response

  06/26/2024

  Complaint: 21827688
  
  I am rejecting this response because:

  I do so appreciate your ***** response. Re-training of staff should be required. I still request a refund/access to view video surveillance of the incident. I dont believe that my friends mother used race or language related to it in any way, shape or form that was considered derogatory or offensive. Staff is taking what happened out of context. It was simply stated that they (urban air staff and the other guest/s) were going to use the race card against them and that was why they were being forced to leave. I would like to know why, when this parent/adult of the other child was allowed to get into the personal space of my son and his friend and say the following inappropriate and derogatory statement you mess with a m*********** and that ************* gonna f*** you up and why these guests werent also required to leave the place of business for this type of threatening action? I would have to think this statement is far more in line with policy/procedure that requires removal of a patron/patrons from a business than making the aforementioned comment above about being singled out for being white/non-minority. I suppose this is just the permissible culture allowed at Urban Air. Very safe, inclusive and child friendly! Also, very progressive! I will never recommend this business to anyone I know. 
  
  Regards,
  
  ******************************************

  Business response

  06/29/2024

  I would like to start off with a question, were you here the day of the incident to witness what transpired? You have misinformation on how the rest of the situation was handled, the other party did leave the property as well. It would not have been the best idea to have both groups, involved in a conflict, to walk out together.  I am not going to release surveillance footage to any party other than the **************************** for the safety of everyone on the footage, as well as other guests not involved. Feel free to file a report with the *** and we will comply with any requests they ask of us. I see no reason for an apology from our staff as they did what they have been instructed to do in a situation such as this. Although we have several signs stating "No Refunds", I understand your son and the others involved did not have a satisfactory experience and would like to offer a refund for the attraction passes.  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  this business (Urban Air Adventure Park) at ******************************************************************** provide play things for child to play like trampoline and another things.on 01/13/2023 i went to their location in the address mentioned above to sign up for one month membership. I did asked the employee in the front desk about the one month membership and she answered NO if you pay now the charge will continue from now and so on until u sent us an email asking for cancellation and i was OK with that because on may i need to go travel to see my family. any way so before the month on 01/30/2023 I sent them a request to cancel my membership so after few days they replied back saying they don't want to cancel the membership till after 12 months or pay an amount which is about 197 with taxes.so i kept sending emails to them explaining to them that the employee in the front desk she never explain to me that i cant cancel the membership and i need to pay for 12 month then i can request a cancelation.so they fail to explain that to me i don't know if they do that on purpose just to trick customer or not.they didn't hand me any paper work show their policies on cancelation, again if that employee girl told me everything about that cancelation for real iam not going to sign up it may be i pay for one day play and that's it.what they did its not right and they should correct their of treating customers.iam as customer i need to know any thing they fail to explain to me orally and in writing.instead of saying we are sorry for that improper way of cancelation policy explanation, no they did the opposite, it seems they just don't care and they insist till today that i know about their policy.they have their camera system they can go back and listen and if i was wrong and lie I will pay double this is called stealing from customer they just go around them they mention all details when I sign up except avoiding how i can cancel. i need them to refund all money they charge and cancel

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