Complaints

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.

• Initial Complaint

  Date:10/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My kids got hurt multiple times at this place but they will not cancel our membership, we have been paying for a service we don't use. They have no customer service and they keep giving a runaround .

  Business Response

  Date: 11/01/2024

  Dear Mr. ****** 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. As stated online and in the membership acceptance agreement you can cancel your membership any time after the twelfth payment.
  
  If the injuries are significant in nature and therefore physically prohibit the participation in Urban Air attractions or activities, we can offer an early cancellation with the receipt of a doctor's recommendations/note that the member is no longer able to participate in the activities Urban Air offers. The note provided must be current and include the member's name. 
  
  If you wish to cancel additional memberships within your account, we can provide you with a termination fee.
  
  Thank you for being a loyal Urban Air Member. We hope to see you back at the Park soon.
  
  Best Regards,
  
  ****
  Manager
  Guest Loyalty Team

• Initial Complaint

  Date:10/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company participates in shady business practices by having you sign up, quickly scanning over what looks like normal legal jargon about safety and such, and then hidden in there is language requiring 12 months payments prior to canceling. Yes, I read all of the replies about "consumer responsibility" but what it amounts to is hidden language and shady practices. Urban Air's business practice with this hidden language and cancellation requirements smells as bad as their facility filled with sweaty 6th grade kids.

  Business Response

  Date: 10/09/2024

  Dear Mr. Steve Morrissey X, We are in receipt of your correspondence regarding Case #22375161
  
  We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. We were unable to locate any account associated with the phone number: (219) 613-1915
  Please give us the phone number and email associated with the account so we can review. 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 paid 45.98$ for the monthly membership for the period 8/13-9/12, and i have reached out to them to keep my current membership till valid to the end of this period on 9/12 but do not renew after it, but today 9/7 i want to visit and i been told my membership been cancelled and i can not visit, I did not receive any service/visit during this period of time. I request for the full refund.

  Business Response

  Date: 09/13/2024

  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.

  We made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty based on your recent move.
  
  Your cancellation request is effective immediately in these cases. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: 
  ****************************************************************************************
  
  If you decide you would like to participate in our Membership program in the future please visit: ******************************************************************************.

  Best Regards,
  ******* *****
  Senior Manager
  Guest Loyalty Team

  Customer Answer

  Date: 09/13/2024

  Complaint: 22255953
  
  I am rejecting this response because:
  your company states that membership will cancel 10 days after the request received, I did not get notified that membership will expire immediately, especially I mentioned in the request to keep my current period membership valid till the period ends, and do not renew after it. 
  I have attached screenshots.
  Regards,
  
  *** *****

• Initial Complaint

  Date:08/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My complaint with Urban Air is shady business practices. They have a policy where you cannot cancel a membership until after making your 12th payment. I had made my 12th payment, then a few months later I purchased two additional memberships. When I went to cancel a few months after that they stated I could not cancel because I had not made 12 payments. I have held a membership with Urban Air since October 2022. This is more than 12 months. I understand I could not cancel my membership until after 12 months. On 2/26/24 I added on to my membership and was NOT told nor did I see IN WRITING that by specifically adding on to my membership it would restart the 12 month period where I could not cancel. If I knew this I would not have added on as this is a detriment to my membership and a deterrent to do more business with this company. I had asked the company via email to provide documentation that I would have seen or signed that would let me know adding additional memberships would restart the 12 month period. They refused to send me documentation and they are still not allowing me to cancel. The only wording to customers goes as follows No, you may cancel any time after making your 12th payment, and at least 10 days before your next payment. I have already made my 12th payment in the life of my membership. No where else in writing does it state that my 12 month period is restarted if I add on memberships. Customers are not aware of this practice until they try to cancel in this situation.

  Business Response

  Date: 08/21/2024

  Hello ****, 

  We have provided your signed contract for your records. Clause A. States "If you add a new member or upgrade an existing membership during the 12-month Initial Term, the Initial Term will be
  extended automatically for each Member in your Membership Account for an additional 12 months and thereafter will automatically be renewed and continue on a month-by-month basis unless terminated in writing by your or us in accordance with this Membership
  Agreements terms." 
  
  You currently have 6 payments before you are eligible for cancellation due to adding new members on 2/26/24. Alternatively, we can provide a termination fee which would be your term balance due for all memberships. 
  
  Thank you

  *******
  Urban Air Memberships

  Customer Answer

  Date: 08/22/2024

  Complaint: 22173493
  
  I am rejecting this response because:

  1. the wording in clause A does not specifically say that I cannot cancel if I finish a 12 month membership and add on an additional membership. It does not say specifically that I cannot cancel in that situation.

  2. Where is the contract that I signed when I added memberships? Why was the October 2022 contract sent when the company is saying the issue is due to adding the additional memberships?

  3. I still have an issue with shady business practices because of the companies expectation that are technically not in writing per my point #1. Also, this is not stated anywhere on the website. So for example, if member A is a member for 10 years and they add on  member B to their account, then member A is punished by not being able to cancel their membership even if they want to keep member B. Ultimately, I do not see anywhere in writing that an existing 12+ month member is not allowed to cancel if they add on a new member. No one os being clearly notified of these expectations.
  Regards,
  
  **** ******

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Urban Air's membership cancellation process is a scam. Despite calling them to cancel our membership when moving to another state, they have continued to charge us for over six months. The store employee confirmed they received the cancellation request and assured us they would handle it during the call. We trusted them, given their large business size, and did not double-check. After discovering the overcharges and calling again recently, they will only honor the cancellation now but refuse to refund the previous charges. What a scam.

  Business Response

  Date: 08/13/2024

  Thank you for reaching out regarding Urban Air Memberships. We received your inquiry however, it is the consumer's responsibility to review the terms of a contract for their own understanding. The account holder themselves can only accept the terms and conditions of the agreement, which is contractual and binding. Employees are provided with sufficient training materials needed to assist guests with general membership questions, however the staff cannot directly handle Membership requests. We sincerely apologize for any inconvenience and do our best to provide you with the information so that you may review the terms for yourself and make the informed decision.

  We were unable to locate any written correspondence of a cancellation request. Your contract states: 

  After your 12-month Initial Term, you may cancel your membership at any time online at www.urbanairmembership.com.  Memberships may not be cancelled by telephone, mail, email, or by fax and may only be cancelled as described in this section. Your cancellation request will be effective 10 days after it is received.  Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. 

   

  Thank you
  Urban Air Memberships

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 visited this Urban Air location with my family of 6 to experience the service this place of business is providing to the community. I was told by one of the store representative that opening a membership would be at my benefit because of the size of my family. the store representative also that told me I could cancel my membership within 90 days of opening this membership. After entering the facility I found out that the place was not I was looking for because of many reasons (too small, very little to do, food is no good, not too safe for children). I told the store representative i want to cancel the membership. The store representative gave me a number to call. when I call the number they say it has to be under a specific circumstance as describe in the contract. I called my credit card company to cancel the card I used for the membership. After I received my new credit card I noticed the charges keep occurring again without me providing them with my new card information. URBAN AIR is using a fraudulent contract to serve the community it does business in and also using the flaw in our financial system to profit from. I wanted to cancel the membership the very first day I use the service. Under any circumstances should a business offer a service to the community without a possibility to cancel if you don't like the service. URBAN AIR doesn't want to cancel the membership and the credit card company can't stop them because of the credit card company's automatic card update that automatically send your card information to any place that you do business with. I'm paying $151.74 per month for a service that I don't want. URBAN AIR only cancel membership if you relocate 50 miles away from their facility or have a death in your family. This is just to cover themselves to say you do have the option to cancel. THIS IS FRAUD. I WANT TO CANCEL THIS MEMBERSHIP.

  Business Response

  Date: 08/13/2024

  Thank you for reaching out regarding Urban Air Memberships. We received your inquiry however, it is the consumer's responsibility to review the terms of a contract for their own understanding. The account holder themselves can only accept the terms and conditions of the agreement, which is contractual and binding. Employees are provided with sufficient training materials needed to assist guests with general membership questions, however the staff cannot directly handle Membership requests. We sincerely apologize for any inconvenience and do our best to provide you with the information so that you may review the terms for yourself and make the informed decision.

   

  Cancellations prior to the twelfth payment on the membership account would be required to pay the remaining term balance.
  
  Currently, your account has (6) total memberships with 8 remaining months prior to completing your 12-month term. To cancel the membership(s), the remaining term balance due would be $1,213.92 plus applicable taxes.
  
  The other option is for you to continue with the membership through the end of the term agreement which would conclude after your twelfth payment. This will allow you to continue to enjoy the benefits of the membership. You may then request a cancellation after completing your term.
  
  Please confirm that you would like to pay the termination fee and immediately cancel your membership(s).
  
  Thank you,

  Urban Air Memberships

  Customer Answer

  Date: 08/15/2024

  Complaint: 22017565
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 6/21/24 I purchased passes for my son and his friends to go to the trampoline park. It was not until after the purchase that I realized it was for monthly passes. I told the store, and it was suggested that I reach out via the companys website. I reached out to the company and explained the error, but they are not willing to cancel the subscription. I explained and proved that I live well over 70 miles from the location. But the company has not been willing to budge. I do not have a card on file, so they can not charge me going forward. But I do not wish to have the chance of this appearing delinquent or receive harassing calls or letters about a membership that was opened erroneously.

  Business Response

  Date: 08/13/2024

  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.
  
  
  Best Regards,
  *************************
  Senior Manager
  Guest Loyalty Team

  Customer Answer

  Date: 08/13/2024

  Complaint: 21985304
  
  I am rejecting this response because:

  I provided a valid drivers license and a utility bill proving a live over 70 miles from the location. The next closest location is in another state. I reached out the same day when I realized I made the incorrect purchase. I have not or do I plan to utilize this membership, 

  
  Regards,
  
  *************************

  Business Response

  Date: 08/27/2024

  Hello ******,

   

  We have discovered the account in question has been closed due to non-payment. 
  
  Regards,

  *******
  Urban Air Memberships

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 want to cancel my family's Urban Air membership and filled the online form on Jul 5, 2024. I payed the full 12 month membership and am eligible for the cancellation. I received an initial confirmation email saying that someone will contact me within 72 hours. A week has passed and I didn't hear any followup, nor do I find a customer service number that I can contact them.

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We cancelled our membership after the 12 month **** as indicated on their policy and spoke with their representative who confirmed that our account was closed. we are a military family - busy with operations and after just recently being free from duties, reviewed our bank statements in depth and see that we have been continuously billed after we have been informed that our membership was cancelled during our call with the company earlier this year. We need assistance with closing the account ASAP as weve been charged despite being informed our account was closed. Seeking back pay for unjustly charges as well.

  Business Response

  Date: 07/09/2024

  They have the wrong Urban Air. We are Urban Air ********* they one they have is *****. They need to call **************.

  Business Response

  Date: 07/30/2024

  Hello, we were unable to locate an account with the following information:
  Daytime Phone: **************
  E-mail: ********************
  
  Could please provide us with the contact information the membership was under?

  Customer Answer

  Date: 07/30/2024

  Complaint: 21929950
  

  Please see number ************.

  VR,

  
  *************************

  Business Response

  Date: 07/31/2024

  We found a call log in ******* but no recorded call or email correspondence about cancelling or confirming a cancellation was found. Out of good faith we have decided to go ahead and refund February - June. Please allow 3-5 business days for this to post. 
  
  Thank you!
  *******
  Urban Air memberships

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ive reached out to urban air on multiple occasions with no soultion . I went to urban air for the first time last month and the customer service selected membership without my knowledge. I never agreed to this nor recieved terms and conditions. I live over a hr away to even think of having a membership. I contacted customer service and the agent said sorry your stuck with it. Such horrible attitude when I explained my location to the closest urban air and even offered to send proof she said I had to wait the full 12 months to cancel. I even told her leave the first charge in fine with it but remove my card and she said cant do that you are stuck for 12 months. This is such horrible service and way or working with customers if we are not aware of this to begin with.

  Business Response

  Date: 07/09/2024

  Thank you for reaching out regarding Urban Air Memberships. We received your inquiry however; it is the consumer's responsibility to review the terms of a contract for their own understanding. The account holder themselves can only accept the terms and conditions of the agreement, which is contractual and binding. Employees are provided with sufficient training materials needed to assist guests with general membership questions, however the staff cannot directly handle Membership requests.
  
  The account would be ineligible under the relocation clause as the address was used to sign up. 
  
  Thank you, 
  *******
  Urban Air Memberships 

  Customer Answer

  Date: 07/09/2024

  Complaint: 21937509
  
  I am rejecting this response because: As stated this was selected without my knowledge by the customer service rep at ********************** air. How was I to read or be aware a membership was selected if I never selcted this nor authorized it. I do not feel it is fair to the customer for a service members error this is where training employees correctly comes into play. As I stated I live over a hr from the nearest location and was never aware a membership was selected when I visited your location. This is outrages the type of assistance your company provides customers. 
  
  Regards,
  
  *****************************