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Business Profile

Trampolines

Urban Air Trampoline Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

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:05/26/2023

      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 have tried canceling my Urban Air membership online and in person. There is nowhere to cancel on the website and employees refuse to cancel in person. Like many others on here, there is no reasonable way to cancel this subscription. The email on the contact ** section on the website allows you to email, but I have not received a response to my cancellation request. Per policy I am allowed to cancel if I will be residing 26 miles from assigned park (******** *****) well I will no longer be living in *****. I and my family will be returning to ************ May 29, 2023 due to my wifes ******************** employment relocation.

      Business Response

      Date: 05/27/2023

      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 May 26th, ******************************* response to your complaint:
      "Hello ****,

      Thank you for reaching out regarding Urban Air Memberships. We are happy to move your memberships to a different Urban Air location. You may do so by purchasing the new membership(s) on your account for the park of your preference. When you change locations, you will begin a new 12-month term for the park you transfer to and a one time processing fee will be applied.

      We will be able to provide a prorated refund for your duplicate memberships once you have notified ** of the purchase. Please reply to this email for account processing. 

      However, if there is no Urban Air location within 25 miles of where you are moving, we will cancel your memberships with proof of move. We would just need a utility bill in the account holder's name reflecting the new address. Acceptable utility bills include electricity, gas, water/sewage, internet, cable, phone/ cell phone, or car insurance bill. 

      Thank you!
      Guest Loyalty Team
      Urban Air Adventure Parks - Membership"

      You may respond to this email sent from ********************************************** for processing. 

      Best Regards,

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

    • Initial Complaint

      Date:05/26/2023

      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 am trying to cancel my Urban Air Membership. I have completed the 12 month term and have tried to cancel the membership online but there is nowhere on the website to cancel the membership. Unable to cancel in person or on the phone. Would like my membership to be canceled.

      Business Response

      Date: 05/27/2023

      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 May 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 valued Member. We hope to see you back at the Park soon. 

      Best Regards,

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

    • Initial Complaint

      Date:05/17/2023

      Type:Order 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.
      Signed up for urbanair membership accepted that i had to have it for 12 months. After 12 months it is impossible to cancel on the website. it says you can only cancel on the website but doesn't let you i have now been charged for 2 months past my 12 months. i had to cancel my credit card to stop the charges. customer service is unresponsive. I believe they are cheating people out of money like me.

      Business Response

      Date: 05/24/2023

      Dear Ms. ** Doux, 

      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
      Urban Air Adventure Parks - Membership

    • Initial Complaint

      Date:05/16/2023

      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.
      have completed the initial 12 months membership and I am unable to cancel via the website as indicated in the membership agreement. It 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." However, clicking the website redirects to the urban air homepage and there is no way to cancel.

      Business Response

      Date: 05/24/2023

      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.  

      On May 16th, ******************************* 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(s). 

      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 ** 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 Team
      Urban Air Adventure Parks - Membership"

      We appreciate your patronage and value you as a member. We hope to see you back at the park soon. 

      Best Regards, 

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

      Guest Loyalty Manager

      Customer Answer

      Date: 05/25/2023

      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:05/15/2023

      Type:Order 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.
      Urban Air refuses to let us cancel our membership. In the store they told us to go to the website and call corporate. We did not find any way to cancel or call corporate on the website.

      Business Response

      Date: 06/27/2023

      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.
       
      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 9 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.

      Best Regards,

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

    • Initial Complaint

      Date:05/15/2023

      Type:Order 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 completed the initial 12 months membership and I am unable to cancel via the website as indicated in the membership agreement. It 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." However, clicking the website redirects to the urban air homepage and there is no way to cancel. I tried contacting customer service and I got no answer. Very disappointed with this company and will never do business with them again.

      Business Response

      Date: 05/27/2023

      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 May 18th, ******************************* response to your complaint:
      "Hello Oana,

      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 hope to see you back at the Park soon. 

      Best Regards,

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

    • Initial Complaint

      Date:05/09/2023

      Type:Order 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.
      Just as others have mentioned, there is no way to cancel membership and would like this done asap! They ought to be ashamed of themselves for this still continuing to be an issue!!

      Business Response

      Date: 05/24/2023

      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.
       
      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 3 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

      Customer Answer

      Date: 06/05/2023

      Complaint: 20036173

      I am rejecting this response because:

      I started the membership in March of 2022, the contract stated it must be valid for one year, in which I have fulfilled the one year so Im not sure where they get that I have 3 months left on the contact. 

      Regards,

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

      Business Response

      Date: 06/10/2023

      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.
       
      Your Memberships were purchased on September 2nd, 2022. Therefore, you have now 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.
       
      Best Regards, 
      *************************

    • Initial Complaint

      Date:05/05/2023

      Type:Customer Service 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.
      Like many others, I am trying to cancel my urban air membership (after the 12 month obligation). Urban Air states that you can only cancel by going to this website: www.urbanairmembership.com. Once logged in, there is no place to go cancel the membership! They specifically state the only way to cancel the membership is by logging into this site however there is not any way to cancel it once you log in. I want my membership cancelled.

      Business Response

      Date: 05/06/2023

      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 May 5th, ******************************* 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 valued Member with Urban Air. We hope to see you back at the Park soon. 

      Best Regards, 

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


      Customer Answer

      Date: 05/19/2023

      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:05/03/2023

      Type:Order 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 am trying to cancel my membership to Urban Air after my initial 12 month term, however the only information I can find is that you have to login to the website to cancel. There is no option to cancel on the website.

      Business Response

      Date: 05/06/2023

      Dear Mr. ********************* 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 2nd, ******************************* 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 Member. We hope to see you back at the Park soon. 

      Best Regards, 

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

      Guest Loyalty Manager


      Customer Answer

      Date: 05/19/2023

      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:04/28/2023

      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.
      This is in regards to cancelling my Urban Air Membership. I have repeatedly reached out by phone messaging and email so I can cancel memberships for two of my kids. Nobody will return a call or Email and the website is useless. It is impossible to navigate and actually cancel. They just send me in circles and it never let's me actually cancel. I signed up at the ******** ** location.

      Business Response

      Date: 04/28/2023

      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 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

      Customer Answer

      Date: 05/11/2023

      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,

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

    Urban Air Trampoline Park is NOT a BBB Accredited Business.

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