ComplaintsforUrban Air Trampoline Park
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Complaint Details
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Initial Complaint
08/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Unfortunately, it looks like this is the process for cancelling an Urban Air Park membership. I have followed the terms of membership at Urban Air Adventure and Trampoline Parks for the 12 month term, made all 12 months worth of payments on time, and have decided the product is not for me. I wish to discontinue my membership, and there is no way to do so. It is stated on the corporate website that you cannot cancel the membership by telephone, fax, email, or mail - only online. There is no way to cancel through their website - not under billing, products, or accounts. I submitted an inquiry through their website today - however, based on BBB complaints, I am assuming I will not get a response and it will be delayed so my cancellation does not occur ten days before the next billing cycle and I will be charged for month 13. I want to cancel my membership, effective immediately. I cannot believe that this is a business practice that is legal. And, as others have pointed out, the response to these complaints have been a cancellation of the membership but still no information on how to cancel through the website. Fraudulent.Customer response
09/19/2022
I just saw the message from BBB about the complaint I submitted on 8/19/2022 against Urban Air Trampoline Park (ID *********. The owner of this franchise did reach out to me. He was very nice, but did explain that all he had the capability of doing was making sure that the "corporate office" knew that I wanted to cancel my membership.I waited until the next billing cycle (September 4) to ensure that the automatic monthly payment was not put on my credit card, and it was not. I truly think the only reason why my membership was cancelled was because of this complaint (again, the franchise owner was very responsive, but his hands were tied as far as cancelling my membership). I never received a response from the Urban Park website acknowledging that my monthly membership was cancelled. The normal standard process of "cancelling" a membership does not exist with Urban Park.So, the complaint is closed because my membership was cancelled.Thank you.Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Their website and 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. Urban air does not provide online cancellation as stated in their contract."There is no option to cancel and the above website does not exist. It forwards you to make a reservation. I finished my 12 month term and would like to cancel my membership before they charge me for the 13th month.Business response
07/12/2022
BBB COMMENT SKW:
This was resolved and the consumer
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.