ComplaintsforUrban Air Trampoline Park

• Initial Complaint

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have never dealt with a company quite like Urban Air. So far I have encountered zero customer service help. I took 7 kids to the ********, ** location in April. I signed up for the membership option for all 7 kids (only one of these is my own child). I was told I could cancel this membership with no penalty in a month. The problem is that there is no where online to cancel. I called the ******** location and was sent to a customer service rep at the corporate office. They told me I had to pay for all 12 months on my membership and then I could cancel. There was absolutely no budging. I filed a complaint with my credit card and Urban Air also denied this request forwarding me the contract. I have talked to customer service reps twice. I offered to pay for one child or to only pay for 6 months and was told this was not possible. When all is said and done I will have paid $1800 to this company which I can't afford. Urban Air, in my opinion, and from all the other complaints I've read, is misleading customers and essentially tricking customers into memberships that they then can't get out of. In return, I will never patronize this business again and will be making sure my experience is known. The customer service reps have been taught to stick with a script and not take individual cases into consideration. I would consider this fraud. I would like my memberships cancelled. In the meantime, I will be placing a hold on all of my charges. Urban Air needs to revise their contracts, make it easier for customers to manage their memberships online and learn to be a little more understanding with its customers.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent an email to cancel the Urban Air memberships for my son and myself on 6/11/23 which is the day my 12 month commitment ended, however, I have not received an email back yet. The email stated I would be contacted within 72 hours via email. It is now past that timeframe. I want my membership cancelled immediately! The fact that you can only cancel online is an issue right there. The website does not give you a clear option that you are cancelling, only changing/upgrading your membership. They already charged me on 6/11/23, and I will not allow another charge to come out next month. Its crazy that they can charge my bank account for their monthly fee, but they cannot respond to my email. I believe it is a sales tactic because it is not properly communicated how to cancel, and youre only directed to the website to try to figure out which option would best serve your needs. They will not get any more of my money! This needs to be addressed ASAP!! Someone needs to contact me and tell me my membership has been cancelled.

  Customer response

  07/25/2023

  I was finally able to get this resolved.  Unfortunately, it was only after I contacted my bank due to another draft from my account.  My bank contacted me after completing their investigation with Urban Air and confirmed the draft would be reversed.  I have a pending credit to my account as of today 7/24.  I appreciate all of your efforts on this case.  Please let me know if there is anything else you need from me for your report. 

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have been an Urban Air member for over 12 months. They allow you to cancel once the 12 month contract is up. However they don't allow any cancellations by email, in person, phone, or fax. They state that they only allow cancellations through their website however there is nowhere on the website to cancel. I have been back and forth with the company yet they provide no instructions on where you go on the website to cancel. It's completely hidden, or somehow doesn't exist. I am at a loss at how to cancel and have been absolutely fed up with their customer service. I am confused why ********************** Air would want to make enemies in their community through this totally deceptive practice.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I've had quite an expensive Membership with UrbanAir for well over 12 months. According to their contract and website, I should be able to easily cancel my membership. However, all links and instructions for doing so do not actually allow me to cancel. I've called my local park and they can only tell me to "Contact Corporate". I've filled out Contact Inquiries with Corporate and have sat on the phone waiting for hours with no ability to actually contact someone. All I am asking is to be able to cancel my membership.

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 9th, my friend took me to urban air *********. I signed up for the membership because I was told from the employee I can cancel AT ANYTIME. I signed me and my STEP son up for that day so we can enjoy everything. A month later payment comes out. I reached out to urban air to cancel membership and i am now being told i cannot cancel my account until after my 12th payment (despite me not ever going back there) and if i want to cancel I have to pay a termination fee of $280?! This should not be something they have in place when there are customers like myself who has been once and never return. Im not paying for something that i will never step foot in again and I have explained this to them and still not getting this resolved.

*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. ↩