ComplaintsforUrban Air Trampoline Park

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started the membership understanding the year long cycle and understood I would be moving and would maybe need to cancel. *** 4 parks in the ****** area are all run by bad attitude teenagers that didnt keep the park clean and at times ignored vomit in a high traffic location as kids stepped in and continued onto the park. Despite this I was locked into a membership until July 2024 me and my family moved in our home an RV for a long term contract to Columbia, **. *** nearest park is 76 miles. *** companies rule is if a park is not within 25 miles you can cancel with documentation. I emailed said documentation and it was denied cause I live in an RV park. I have opened a claim with my bank to stop payment to this horrible company and will gladly go out of my way in the future to avoid all Urban Air Trampoline parks.

  Business response

  08/09/2024

  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.
  
  We posted the following response to your complain on August 1st, 2024:

  "Hello Christian,
  
  Thank you for reaching out regarding Urban Air Memberships. We received your submission and unfortunately, we were unable to validate the information contained in the document. If you would still like to cancel the Membership account(s), you may do so by paying the balance remaining on the term of your contract. 
  
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"

  As the documents that were supplied were not a utility bill, insurance bill, or lease they are not able to be used to verify a change of address. Please provide one of the options listed previously with the current billing address and we would be able to assist with validation of the change of address.

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive practices by the business and their inability to refund me money owed. I've had a membership with Urban Air Trampoline Park in ********* since March of 2022. The membership included myself, my wife and 3 children. In *** of 2023 I asked for my membership and my wife's membership to be cancelled and to upgrade my children's memberships. Their management would not allow me to simply upgrade the accounts and forced me to sign another year contract which is not in accordance to their policy is not ethical. They also did not cancel my membership or my wife's at that time. In April of this year, I discovered that my membership and my wife's was not cancelled so I sent a request in to cancel all memberships effective April 30th. Originally I did not request a refund, I just wanted to be done. They told me they could not cancel my membership since I signed a year contract, I explained the situation and they agreed and said they would cancel it. I was billed for *** anyway. I asked for a refund of this payment and they told me no and that my membership was cancelled in ***. I talked to the store manager ****** and he agreed I should get my full refund the $143.29. Unfortunately the corporate entities are refusing to honor his request. I have no spent numerous hours trying to get this resolved only to get canned messages from the corporate billing department.I would like for an apology and a refund.

  Business response

  07/09/2024

  Hello ******, 
  
  We have found no written correspondence with the membership department that you requested to cancel the parent memberships. We reached out to you on 9/9/23 about finalizing your request to upgrade and we refunded 2 payments for the deluxe. Your membership contract 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 reached out on 4/30/24 to cancel and we advised you had 1 remaining payment on 5/7/24. Once the last payment was fulfilled on 5/12/24, we processed and cancelled on 5/13/24. No refunds were found to be eligible on the account. 
  
  Regards, 
  *******
  Urban Air Memberships
  
  

  Customer response

  07/10/2024

  Complaint: 21878788
  
  I am rejecting this response because: I provided a written request to cancel the parent accounts in May of 2023 to the ********* location.  I was also a member for longer than 12 months and have written communication from the urban air that they would accept my cancellation effective 4/30/2024.   
  
  Regards,
  
  *************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed up for a membership with urban air and was told cancellation was completely flexible well apparently it is not. This place is the worst, every time Ive gone half the attractions are closed and the managers reason is due to understaffing. Urban air failed to uphold their promise of what I was purchasing so I would like a refund and cancel my membership.

  Business response

  06/13/2024

  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 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.
  
  You have 2 monthly payments remaining prior to completing your 12-month term.
  
  Once you have made your 12th payment, please Contact 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.
  
  We have also passed along your concerns, please allow up to 72 business hours for further review. 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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son received a gift card that still has a credit balance of $26.91. The ********** SC location closed with no notice. I am requesting a refund of the unused portion of the gift card.

  Business response

  05/28/2024

  Thank you for contacting Urban Air. Upon further review of your account and your gift card purchase, we see that the card was redeemed. Gift cards that are redeemed cannot be refunded, however, due to **********, ** closing guests were given the ability to use at any Urban Air location. Gift cards can be used towards tickets, cafe items, or merchandise. 
  
  Thank you, 

  Customer response

  05/28/2024

  Complaint: 21769040
  
  I am rejecting this response because: the gift card was only partially used-there is still a balance. The closest open park is ************** 2 hours away. There was no notice of the Greenville SC closure, and no way to use it before closing. I am requesting the remaining credit balance of the gift card refunded.  
  
  Regards,
  
  *************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Urban Air Adventure Park concerning an unresolved issue regarding the cancellation of multiple membership accounts. I initially enrolled in the membership last month under the impression that the commitment was flexible. Unfortunately, it was later clarified that the membership was a 12-month binding agreement.I mistakenly subscribed to five accounts for what I believed was a one-time event (a birthday party for my child), not realizing these were also subject to a 12-month term. Upon discovering this, I contacted Urban Air to cancel the additional memberships, keeping only two active for my children.Initially, the customer service representative requested documentation to prove the accounts were not required, which I agreed to provide. However, subsequent communications have been inconsistent and unhelpful. On a recent call, after I inquired about the specific documentation needed, the representatives stated that cancellation was not possible and abruptly ended the conversation.This has resulted in undue stress and financial strain as I am being charged $75 monthly for all accounts.

  Business response

  05/28/2024

  Hi *************, 
  
  
  Please provide one of the following pieces of documentation for the children not in your household: school enrollment records, report card, documentation of change in legal guardian, or a lease displaying the minor's name. Otherwise, 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.
  
  
  

  Customer response

  06/21/2024

  Complaint: 21760344
  
  I am rejecting this response because:

  Regarding your request for documents for children not in the household, I sent the required documents via email shortly after your initial response its been more than 15 days. Since then, I have been consistently following up but have not received any further communication from your team. Additionally, I was charged $75 again today, which is concerning given the lack of response.
  This experience has been frustrating, and I believe that customers should be allowed more flexibility in using your services. Improving responsiveness and flexibility could greatly enhance customer satisfaction and support the long-term sustainability of your business. 
  
  Please let me know the right person to connect and make changes to my account immediately. 
  
  Regards,
  
  Sri Kasibotla

  Business response

  07/09/2024

  Hi ***, 
  
  We requested documentation on a separate email on 5/28/24. We did not receive it until 6/10/24.On 6/27/24 we cancelled 3 out of 5 memberships were cancelled and you were sent an email confirmation that they were. Upon further research we do see you were refunded $45.42. No further refunds are due on the account and the memberships were cancelled. 2 memberships remain active, and your billing cycle will be on 7/21/24. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family signed up for memberships for their trampoline park online. When we visited we found out there were several things our children could not participate in based on the membership level we purchased. The website is extremely difficult to navigate and understand what is included and what they are allowed to ride based on size etc. The website advertises the ease of upgrading your membership so we purchased what we thought was best. However, it does not accurately outline that you must pay additional fees as well as pay for 2 memberships that same month to be about up upgrade. I spent days trying to get ahold of someone from customer support and even visited on site with no resolution. I was hung up on from customer service reps and then told I would be called back later but was not contacted. I would like our memberships cancelled and refunded if possible and I do not wish to return to this business.

  Business response

  05/28/2024

  Hello, 
  
  A new one-time fee is applied to all new purchases and upgrades. This is a fee assessed by our credit card processor and cannot be refunded or waived. Guests are charged the new 9.99 processing fee plus a pro-rated amount of the membership depending on where in their original billing cycle they are at. They are then charged the regular full amount on their original billing cycle. 
  
  Example: Guest's billing cycle is the 10th of every month, if they purchase on the 8th, the new memberships will be pro-rated for 2 days + the 9.99 fee. On the 10th they will be charged regular dues. 
  
  We do not currently see any upgrades on the account and this guest was emailed back stating we would refund the Deluxe memberships as a one-time exception on 5/16/24. 
  
  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.
  
  
  
  5/16/24: 

  
  "Hello Kara,
  
  Thank you for reaching out regarding Urban Air. Upgrading is essentially purchasing another new membership to replace the old one. When you purchase the upgrade, the price will be prorated based on your current due date.  There is a one-time $9.99 fee for the new membership. Since you just purchased your memberships, we can make a one-time exception to make a refund for the previous Deluxe membership. 
  
  Thank you!
  
  Shelly 
  Guest Loyalty Team
  Urban Air Adventure Parks 
  ********************************" 
  
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Requested to cancel and was told I can cancel if I move to an area where there is no Urban air within a 25 mile radius. Submitted proof of new address and did not receive a response for days. When finally responded, Urban Air sends a generic message telling me I had to wait 12 months before cancelling. They completely disregarded my request.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This is day 1 of leaving a review. On April 27 my family visited Urban Air in ****, ** to celebrate our daughters 8th birthday with just family(not a party). After our daughter got stuck on the tall beams to climb and no one helping her, we entered the activity area and was able to talk our daughter down (the workers in that area allowed us to enter because they said they didnt know what to do). This was our first activity after arriving, and her grandmother and cousin ***** even put their socks on yet. We were then rudely approached and kicked out with a refusal of reimbursement, zero concern for our daughter or the incident/protocol for the incident. In fact the manager, *********************, refused to speak to us and locked herself in her office, leaving teenagers in charge. We called corporate immediately and even received a phone call back on the same day promising to get a call back by Tuesday. We did not receive this call. 8:05pm Tuesday April 30, 2024.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Urban Air sells memberships. At the end of the memberships 12 month term, they say you are free to cancel anytime. However, when you ask your local branch about cancelling, they tell you to go online and cancel. When you go online, there is NO place to cancel your membership. They do not provide a phone to call and request you submit a contact us form. We have submitted that form multiple times and no one has responded. We are stuck with a membership we are not using with no way to cancel. Urban Air should provide a clear and easy way to self cancel online and not require customers to submit a request and wait for response.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have submitted countless inquiries on the Urban Air contact form and received emails from that urbanairmemberships inbox (<**********************************************>)to send over the utility bill for proof of address change and they will take care of canceling the memberships. I have now sent over the requested data 4/11/24 and again 4/24/24. I have followed-up via both email strings multiple times (see uploaded attachments). I have received NO response from that mailbox and this is getting extremely frustrating. I am being charged for these 4 memberships (2 adults and 2 kids) even though I submitted the necessary documents to cancel. I have also filed a complaint with my CC company for the 4/16/24 charge since no one has responded to my multiple requests. This is so frustrating. I would NEVER recommend this company to anyone.

  Business response

  05/07/2024

  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 posted the following response to your complaint on May 3rd, 2024:

  "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 valued Urban Air Member. We look forward to seeing you back at the Park soon. 

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

  Customer response

  05/09/2024

  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.If I am charged again for the monthly membership in May (usually around the 15th) I will reopen this complaint.
  
  Regards,
  
  **************************************

*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. ↩