ComplaintsforUrban Air Adventure Park

• Initial Complaint

  07/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I need you the Urban air Adventure Park to stop charging my credit card for $15.14 every month.I requested cancellation on 2-Feb/2024 because my daughter is physically disabled and cannot use their premises. Unfortunately you never replied to me. You continue to need you to stop charging my credit card for $15.14 every month I requested cancellation on 2-Feb/2024 because my daughter is physically disabled and cannot use your premises. Unfortunately they never replied to me. They continue to charge me every month.

  Business response

  08/07/2024

  Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership. 
  

  Membership is billed on a monthly basis. Your cancellation request is 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. We were not made aware of any disability until 7/28/24 where we then asked for a Doctor's **** to cancel you early.
  
  Complete details on the membership agreement can be viewed here: ****************************************************************************
  

  Customer response

  08/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets on Urban Airs online website. A pop up said I could save money with membership. There was absolutely no mention of a 12 month commitment. This is extremely deceptive practices. I only found out about the 12 month once I read the terms sent to my email. I request immediate termination of my membership. I did not sign anything. It gave a typed signature that autofilled for me. This is extremely deceptive and not consumer friendly.

  Business response

  03/24/2024

  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 **************.

  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.

  Thank you for being part of the Urban Air Family. 

   

  Best Regards,
  
  ****
  Manager
  Guest Loyalty Team

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On December 12th, 2023 my minor child and minor friend went to our local Urban Air Trampoline park and attempted to purchase two one-day tickets, called Frisco Ultimate tickets. In an attempt to help get them get set up, my child and autistic friend, whom my child was 'treating' to the park to have a fun moment due to the loss of a pet, was mis-lead into a contract for not one, but two recurrent ****** Ultimate Memberships. The net result is two ultimate memberships are being charged to my child. In my state, a contract by an institution or adult with a minor is also voidable by the minor or their legal guardian on their behalf. I question the legality of what seems to be a predatory and deceptive sales tactic of a child. When an unexpected charge occurred more than a month after the initial visit both my child, and friend went to the location [*********************************************************************************] to resolve the charge and to ensure Urban Air ceased charging the debit card which was used. They were informed the location cannot cancel memberships and cannot make any changes to memberships. My child has now been charged a third time - for two people. Membership charges related are $48.65 in December, $30.28 in January and again in February, $30.28.I am requesting both of the memberships are closed, canceled and removed.Account details for both memberships were under originally set up with the email ************** and in the past few days has been updated to *********************** The account for my child and friend is under the name: *********************, and phone number ****************. The ****** Urban Air Trampoline park location is listed above for convenience.

  Business response

  03/05/2024

  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 **************. 

  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. However, we have confirmed that the contract was initiated by a minor, therefore, we have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

  Best Regards,

  **********
  Manager

  Customer response

  03/05/2024

  I have reviewed the business response and accept this resolution. I appreciate the consideration for the situation and the fast resolution. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried every way possible to cancel our membership. We have two (*** and *************************) They say the only way to cancel is to go to your online account but there is not an option. I have called and sent emails.This is absolutely ridiculous. This claim is the only way I know to get the accounts closed. I see hundreds of others in the same situation. Its a horrible business practice. Please stop my memberships immediately.

  Business response

  12/28/2023

  Dear ******************,
  

  We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban **************.
  

  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: ************************************************************************;
  

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

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ive had the same terrible customer service experience with ********************** Air. We no longer use the membership for my son and wish to cancel our membership which we have fulfilled the 12-month obligation for. Their website does not offer the functionality to cancel a membership and there is also no ***** customer service number or mailing address. I suspect that this is done by design so that the business can continue to charge your credit card. The only option available to customers is to fill out and submit a form on their website and hope they get back to you in a timely manner. I have submitted 2 inquires to cancel my membership and have not received any response whatsoever! Not a phone call, an email, or anything else! No reputable business operates in this fashion. I would advise anyone considering signing up for a membership to avoid!

  Business response

  08/10/2023

  Dear ******************, 
  
  We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.  
  
  On July 26th, ******************************* response to your complaint:
  "Hello *****,
  
  Thank you for reaching out regarding Urban Air Memberships. 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!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"

  Thank you for being a loyal Urban Air Member. We hope to see you back at the Park soon. 
  
  Best Regards,
  
  *************************
  Guest Loyalty Manager
  
  

  Customer response

  08/10/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Urban Air memberships for our two daughters well over 12 months ago and now wish to cancel them. There is no way to do this through the website, through phone, or in person at the physical location. I reached out through "Contact Us" on the business webpage and the only response was an offer to negotiate continuation of the memberships. When I made it clear I do not have any interest in negotiating our continued membership, I just wish to cancel both memberships, there has been no further communication.

  Customer response

  04/06/2023

  Within an hour of your email, Urban Air has sent written communication stating, "We have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty." Our membership is WELL over 12 months old and there is no concession that is applicable here.  We wish to continue with our complaint as the information contained in the reply is not accurate and we believe represents deceptive and illegal business practices. 

  Business response

  04/22/2023

  Dear ******************, 
  
  We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.  
  
  After researching your account, the email in reference was sent in error. We apologize for any inconvenience this may have caused and can confirm that your request to cancel your membership has been processed. 
  
  If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************;
  
  Best Regards,
  
  *************************
  Guest Loyalty Manager
  
  

  Business response

  04/24/2023

  Dear ******************, 
  
  We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.  
  
  After researching your account, the email in reference was sent in error. We apologize for any inconvenience this may have caused and can confirm that your request to cancel your membership has been processed. 
  
  If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************;
  
  Best Regards,
  
  *************************
  Guest Loyalty Manager

  Customer response

  04/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is no customer service phone number to speak with anyone regarding memberships.....I have to send in a email for each question and wait at least 3 days for a response ......there's no way to look up how much longer my membership I have left until oli can cancel it and there's no option to cancel....my wife got pregnant and during the last 9 konths of my 12 month membership we could not go 90 % of the time and ther was no option to cancel or suspend our membership or even speak with anyone regarding our situation....this has been a horrible experience and I will continue to try to get answers somehow

  Business response

  04/06/2023

  Dear **************, 
  
  We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.  
  
  On March 18th, ******************************* response to your complaint:
  "Hello ******,
  
  Thank you for reaching out regarding Urban Air Memberships. 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!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"

  We hope to see you back at the park soon. 

  Best Regards, 

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

  Guest Loyalty Manager

  
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested membership cancellation January of 2022. I received confirmation of cancellation request. I then complained about continued charges. I received reply that it required 10 day cancellation processing. However it is now February 2023 and I continue to be billed monthly.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/13) */ Dear Ms. Adigun, We are in receipt of your correspondence regarding Case # 91718530 ("Case"). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. Unfortunately, the agent who cancelled the membership failed to terminate the recurring payments. This unintentional oversight was corrected and refunds issued. The final refund in the amount of $207.52 will be issued via check. If you decide you would like to participate in our Membership program in the future please visit: https://www.urbanairtrampolinepark.com/membership. Best Regards, Vanessa LaFoy Guest Loyalty Manager

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Team, I have purchased Urban Air membership on May 30 for my 4 year old kid and for me and my wife (total 3). I didn't pay much attention to the cancellation policy at the time of taking the membership. Unfortunately, he met an accident in the sliding steps on the very first visit and got scared. Its not a serious injury but he went through some mental trauma. Again we booked on June 5th to visit the park, but he refused to come and started crying. I don't want to force my kid and decided to cancel the membership. So I contacted the customer care by email and explained the situation to cancel the annual membership since its not even a week and we visited only once the park. But they refused to cancel and asked me to pay the entire annual charges 220$ plus tax. I explained to them that we cant use the park at this situation and we are ready to pay the penalty for cancelling the membership but not the entire annual fee. Can you please help me with this.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/29) */ Dear ******* ***** ********, We are in receipt of your correspondence regarding Case # ******** ("Case"). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. However, cancellations prior to the twelfth payment on the membership account would be required to pay the remaining term balance. Currently your account has three (3) total memberships with eleven (10) remaining months prior to completing your 12-month term. To cancel the memberships, the remaining term balance due would be: $219.67 plus applicable taxes. The other option is for you to continue with the membership through the end of the term agreement which would conclude after your twelfth payment. This will allow you to continue to enjoy the benefits of the membership. You may then request cancellation after completing your term. You are more than welcome to contact us directly to further discuss the matter at ************ and press option 4 to speak to a Membership Representative. Thank you for being a valued guest! Best Regards, Vanessa L**** Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) My kid got injured on his first visit and he really scared to come to the park again. I clearly seen his mental trauma when I talk about the jumping activity with him. Since the childhood he is like this, if he got scared then we cant make him to get used to that. I am not refusing to pay the cancellation fee. But I request you to consider my situation and reduce the cancellation amount please. I am ready to pay the cancellation fee immediately if its reduced ,and cancel the membership. 220$ + tax is really big amount for me. Please consider my situation and reduce the cancellation fee.

*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. ↩