ComplaintsforUrban Air Trampoline and Adventure Park
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Complaint Details
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Initial Complaint
01/29/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I requested in person a year ago to CANCEL the membership. I just discovered they are STILL charging me a monthly membership fee! I logged into my account to try & cancel. Not only is there no where to cancel your membership, when you click CONTACT US, it clicks back to the homepage and goes no where.I eventually found a form on their site & sent email requesting cancellation.I also contacted them through their ******** page.I WANT THEM TO STOP TAKING MY ************** my money from the period of time that has passed. You can see we clearly DO NOT GO TO YOUR BUSINESS!Initial Complaint
02/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Attempting to cancel the Membership with Urban Air in *************************. The website states that memberships can be canceled through the website but there is no actual way to do this. I have emailed the franchise location as that is the only remaining option that I have left. You are also unable to cancel a membership via any other methods as stated in the website. This is a predatory practice seeking to take advantage of people being unable to find a way to cancel the membership.Initial Complaint
07/21/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
7/1/22-submitted membership inquiry through Urban Air website. I explained I purchased the membership at Easter for my son. He went once. During that visit some attractions were closed and staffing seemed to be a concern. We had only went once on 5/7 plus also bought a gift card so another friend could go with my son. I have continued to see safety concerns for the business via social media with children getting hurt (one fell from the zip line after not being properly secured) and staffing concerns. I let Urban Air know I didnt feel safe bringing my son there with the staffing and safety concerns and would like to cancel. I did not hear back. I sent a follow up email on 7/12 asking for a reply. On 7/15 I received an email that stated I have a 12 month membership with 9 payments left but never even bothered to address the safety or staffing concerns. I sent an email back on 7/15 letting them know I didnt feel the facility was safe and staffing was an issue and that was why I wanted to cancel. I have not received a response until today 7/21 which again states I have a 12 month contract with 8 payments left now. I can buy out the contract or continue paying. Still no response to the safety concerns or staffing. I fully understand there is a contract but arent they obligated to provide a reasonably safe place for the kids to play? I shouldnt have to worry if my child will fall from a ceiling height zip line. Shouldnt the attractions for which I entered into the contract for be available and not regularly closed due to staffing issues? This is the 1st time Ive ever used BBB but cannot continue to support a business where I dont feel like my child is safe in the facility and when concerns are brought up Im simply told I have a contract and they do not address the concerns.. I dont need a refund of anything paid I just want to end this contract.Initial Complaint
05/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Made an online purchase for 5 tickets but we were unable to go. I called and spoke to someone (the very same day we purchased the tickets online) and was told that we could not have a refund but can redeem our tickets within 90 days. This establishment is more than an hour from our home and we just want refunded our $130. They made me aware of it saying no refunds on the page (I looked back and it is tiny print at the bottom that you have to scroll to) but I had not seen it. We will be unable to use these tickets and would like a full refund.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.