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Business Profile

Trampolines

Urban Air Trampoline Park

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Urban Air Trampoline Park's headquarters and its corporate-owned locations. To view all corporate locations, see

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Urban Air Trampoline Park has 4 locations, listed below.

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    Customer Complaints Summary

    • 99 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/31/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      You will not be able to cancel your membership!We purchased the monthly membership and are getting charged $12.97 per month. It was a 12-month contract that rolled into month-to-month (no contract after that). We have had the membership well beyond the 12 months... probably 24 months or more.I tried to cancel the membership in our local Urban Air Store but was told it could only be done through corporate. There is no where to "cancel membership" while logged into my account. The corporate website does not have a phone or email listed. It only has a "contact us" form to fill out. I have filled out the form requesting my membership to be canceled and have not received a response.When I searched "how to cancel urban air membership" I found the actual information in the contract, listed on the official UA website. It says..."Membership Cancellation. YOU MAY NOT CANCEL YOUR MEMBERSHIP DURING THE 12-MONTH INITIAL TERM EXCEPT AS PROVIDED HEREIN. 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."The website listed redirects to the urban air main website and has no information whatsoever about cancelling.I have contacted my credit card company and initiated an immediate payment block on all future charged to urban air. We will never return to any urban air.

      Business Response

      Date: 02/01/2023

      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. 

      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 Manager

    • Initial Complaint

      Date:01/19/2023

      Type:Billing Issues
      Status:
      Answered
      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 purchased two platinum memberships from urban air on June 12, 2021. I understood the deal on a 12 month membership and I was fine with that commitment. I am well beyond my 12 months by more than 6 months. I need to cancel these memberships now because my kids dont use them, I just became a widow and ** having to cut back on expenses. Like so many other people, I have been unable to locate the specifics on canceling a membership, despite trying over the course of several months. The vague instructions provided in the fine print in the contract are misleading, and in some instances flat out wrong the option to cancel online is simply not there. Ive had no break in my membership and have paid my monthly dues on schedule every month without interruption so there can be no argument from Urban Air that I have money remaining on my contract. I do not. But even if I did, Id still cancel anyway because Im just that disgusted with the dishonesty. Additionally, reaching out using the contact us page does not result in any action, and therefore, I find myself regrettably having to pursue this option as so many others have. A reputable business does not need to hide their cancellation process from their members. Theres obviously a reason why its being hidden, and that shows a clear lack of integrity. just because of that I will never visit an urban air park again. I am making the complaint in an attempt to get urban air to cancel my membership effective immediately. Im dealing with a lot right now and I dont have the time patience or energy for this nonsense. Treat your customers with respect and they will come back. Treat them with disrespect like this and youve lost them forever. Please fix your process for the sake of all the other customers who are dealing with the same thing. There are more than enough complaints to tell the average person that theres a problem with your cancelation process. I have attached all payments made to urban air since July 2021.

      Business Response

      Date: 01/19/2023

      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.  

      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 Manager


    • Initial Complaint

      Date:01/09/2023

      Type:Product Issues
      Status:
      Answered
      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 have been unsuccessful for months in getting a supervisor to contact me. My membership is cancelled at this point but should have been canceled originally in AUGUST when I sent relocation documents the first time. Urban air needs to reimburse me September-November membership fees. This has been a ridiculous process and needs to be resolved asap

      Business Response

      Date: 01/13/2023

      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 November 25th, 2022, we posted the following in response to your complaint:
      "Hello ******,


      Thank you for reaching out regarding Urban Air Memberships. We do not show any proof of move was received in August or any time before November.  We do show your account was paused on August 26th and we sent you an email that day stating the billing would resume on September 30th.  If you have an email showing where you sent the proof of move to us, please let us know and we will look into it for you.  

      Thank you!

      Guest Loyalty Team
      Urban Air Adventure Parks - Membership"

      However, your memberships have been cancelled as of 11/23/2022. We have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

      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. 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: *******************************************************;

      Thank you,

      *************************
      Guest Loyalty Manager

    • Initial Complaint

      Date:11/15/2022

      Type:Billing Issues
      Status:
      Answered
      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 cannot cancel our 5 and Under Deluxe *****************On. Cost is $14.04 per month. They will not cancel at the facility. We were told to contact the corporate office. Weve been trying to do this, but they will not answer phone calls or return our messages. Please help us cancel this membership!

      Business Response

      Date: 11/18/2022

      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.
       
      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 1 monthly payments remaining prior to completing your 12-month term.
       
      Once you have made your 12th payment, please Contact Us at ********************************************** 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,

      *************************
      Guest Loyalty Manager

    • Initial Complaint

      Date:10/10/2022

      Type:Billing Issues
      Status:
      Answered
      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 surrounds the dirty business practice which Urban Air uses and that many others have also complained of. They have made it unnecessarily difficult to cancel a membership. I have exceeded the 12 month of required membership prior to cancellation and have been attempting to cancel via my online account, web search and phone calls to the company. I am now being charged $20 per month for membership that I would like to cancel. The website they provide to cancel simply takes you to the main homepage. It is amazing that this subterfuge has been allowed to continue despite so many complaints.

      Business Response

      Date: 10/11/2022

      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.
       
      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.

      However, we have processed this request to cancel said membership. 


      Best Regards,


      *************************
      Guest Loyalty Manager


    • Initial Complaint

      Date:09/07/2022

      Type:Billing Issues
      Status:
      Resolved
      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 bought two memberships for our two sons in June 2022. My youngest son, ****, broke both bones in his forearm at Urban Air, requiring a 3 hour surgery the next month (July). I requested both memberships be canceled since we only purchased a membership for my older son so he could take his little brother to UA. After a month of hassle, they finally agreed to cancel ****'s membership.But they are refusing to cancel my oldest son's membership and continue to charge us monthly. They stated we would have to pay a $170 fee to cancel. Under the circumstances, I do not think it's too much to ask to cancel his membership as well.We would also like any charges to our account after the accident to be refunded.

      Business Response

      Date: 09/07/2022

      Hi *******,

      We did receive your letter regarding the complaint from ********************

      However, ***************** complaint is regarding Urban Air memberships which are all run by the corporate office located in *******, ** and not this park located in ********, **.

      As a local franchisee, we have no control over the membership program, billing or the disclosures that go along with it. We simply provide the members use of the park.

      Additionally, it does appear that the membership for her second child was cancelled by corporate, upon her request.

      *************************
      General Manager| Urban Air ********
      183 ************* ********, ** 44145
      ************

      Business Response

      Date: 09/13/2022

      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 September 3rd, ******************************* response to your complaint:

      "Hello *****,


      Thank you for reaching out regarding Urban Air Memberships. This has been escalated. We would like to first say we are sorry for ****'s injury. We have made a one-time exception to cancel the other membership, but please be advised moving forward early termination without penalty was supposed to be for the child who had the injury, not anyone else able-bodied who possesses a membership under the account. No further refunds will be given. We will be cancelling the memberships immediately and closing the account out to prevent further billing. 

      Thank you!

      Guest Loyalty Leadership Team
      Urban Air Adventure Parks"

      Thank you for reaching out to confirm the details on this account. 

      Best Regards,

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

      Guest Loyalty Manager


      Customer Answer

      Date: 09/17/2022

      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:09/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased four Urban Air memberships in August 2021 and am trying to cancel them as it has been 12 months since the start of the membership. Our son got COVID after the first visit, so we never used the memberships since then. I've tried to cancel online, but there is no option to do so; I've tried calling our local Urban Air, but they don't pick up the phone (this is during operating hours). There is no ***** customer service number to contact; only a form to fill out and wait for Urban Air to contact you. This 12-month membership requirement is bogus when it's impossible to cancel even after you've fulfilled the 12 months. We've spent money every month for something we have no intention of using, and now we are stuck paying it until a way to cancel appears.

      Business Response

      Date: 09/08/2022

      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 September 8th, ******************************* 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: https://www.urbanairtrampolinepark.com/membership. 

      Thank you!

      Guest Loyalty Team"

       

      We appreciate Mr. *********** patronage and hope to see his family back at the Park soon. 

      Best Regards, 

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

      Guest Loyalty Manager

       

    • Initial Complaint

      Date:08/15/2022

      Type:Billing Issues
      Status:
      Answered
      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 read the terms and conditions of our membership agreement to learn how to cancel (see "UrbanAir_CancelPolicy1" and "UrbanAir_CancelPolicy2" attachments).We logged into our portal to see where the button was, and there was no such button (see "UrbanAir_MyProductsPage", "UrbanAir_AccountInfo", "UrbanAir_Membership", and "UrbanAir_MembershipPage").To lay any disputes aside that might come from UrbanAir, I am also attaching the billing history to show that we have paid for 1 year and 3 mos (15 mos), exceeding their requirement that would prevent me from cancelling (see "UrbanAir_MoreThan12mos").We have tried reaching out via the contact form, calling, and searched everywhere we can to follow their outlined process, but there is no way to cancel a membership by visiting the website they refer us to in the member agreement, and, according to their policy, there is no other way to cancel it.Is there any other recourse for members that are being duped into memberships that are not able to be cancelled without reaching out to the BBB? I don't understand how it is legal to not provide the options they tell us we have to follow for cancellation. At any rate, we found that it seems that most people that have reached out to the BBB for help in getting it resolved have been successful, so we decided to try this first.

      Business Response

      Date: 08/16/2022

      Dear Ms. ********************** 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 August 16th, 2022 we have officially cancelled **************** Membership(s) and posted the following response:

      "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: https://www.urbanairtrampolinepark.com/membership. 

      Thank you!
      Guest Loyalty Team"

       

      Best Regards, 

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

      Guest Loyalty Manager

       


    • Initial Complaint

      Date:07/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Truly misleading when it comes to purchasing memberships. FYI, i run my own company and am well aware of how businesses (especially entertainment) operate regarding memberships. I specifically asked an employee at the katy ******** if there was a contract tied to the membership, she quickly said no, just the monthly fee and you have to sign up online. I signed up online and no where on the initial membership page (where you opt in) was there any info about the term associated with memberships. Days later, i scrolled all the way down on this page and there you go, they state memberships are subject to a 12 month term contract. Super misleading. Also, the board that encompasses all detail about attractions and pricing involved displayed the membership fee, but no where did it state anything about a 12 month minimum or specifically, any type of contract and its term. At the end of the day i called in and couldnt cancel. Terrible customer service and business model. Integrity should be the main foundation a company is built on, unfortunately thats not the case for urban air.

      Business Response

      Date: 07/11/2022

      Dear Ms. ******

      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 May 27, 2022 Mr.*************************** purchased seven deluxe memberships and has made two payments towards his 12-month commitment. To purchase a membership(s) with Urban Air Adventure Parks Mr. *************************** had to sign a membership agreement and acknowledge he was aware of the 12-month commitment.  

      The language in the membership agreement provides:

      "By entering into this agreement, you are committing to a 12-month membership term ("Initial Term"). Except as provided herein, you may not cancel your membership during the initial term. At the end of the 12-month initial term, this membership agreemnet will automatically be renewed and continue on a month-by-month basis unless terminated in writing by you or us in accordance with its terms."


      For the complete Membership Agreement please visit https://www.urbanair.com/membership-agreement/.



      Kindest Regards,

      *****************************
      Guest Loyalty Director

      Customer Answer

      Date: 07/14/2022

      Complaint: 17533997

      I am rejecting this response because:

       

      I am well aware of the contract agreement later found at the bottom of the page.  My issue still stands with the direction give by an employee at the ******** location (i asked if there was a contract and they said no), the lacking statement on the board at Urban Airs facility about a contract, and the convenient location of the contract agreement.  I will be happy to pay the times each visited at the normal drop in rate.  I hope Urban Air takes my feedback into consideration and pushes for a better, ethical business model.  Both online and in store.  Thank you for your time and I look forward to your timely response. 

      Regards,

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

      Business Response

      Date: 07/22/2022

      Dear Ms. ********************************** are in receipt of the consumer's rejection regarding Case # ******** (Case). Cancellations prior to the twelfth payment on the membership account would be required to pay the remaining term balance. 

      Currently ******************** account has 7 total memberships with 10 remaining months remaining prior to completing the 12-month term. To cancel the membership(s), the remaining term balance due would be: $839.30 plus applicable taxes. 

      The other option is to continue with the membership through the end of the term agreement which would conclude after your twelfth payment. This will allow **************** to continue to enjoy the benefits of the membership. He may then request cancellation after completing your term. 

      Please confirm that if the consumer would like to pay the termination fee and immediately cancel your membership(s). 

      Best Regards, 

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

      Guest Loyalty Manager

    Urban Air Trampoline Park is NOT a BBB Accredited Business.

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