ComplaintsforUrban Air

• Initial Complaint

  04/03/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased 5 memberships in December of 2021. My 12 month required period is over and I would like to cancel my membership, however the cancel membership option cannot be found anywhere in the member portal. I reached out via telephone, but no-one answered. The website and contract state that you can only process a cancellation via the website, but there is no cancel option - and I have searched extensively. This is absolutely ridiculous and predatory!

• Initial Complaint

  10/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In October 2021, we signed up for monthly payments to be able to take our family to Urban Air. Without informing us, they signed us up for 12 months of monthly payments without us being allowed to cancel the membership. Prior to understanding they had us locked in for 12 months, in February 2022, we added a relative to our account to be able to go to the park with us. I attempted to contact them in September 2022 to cancel our membership, since we weren't using it enough and could no longer afford it every month. I was on hold for hours on the phone and never got through to anyone. We had to get new credit cards issued, so I assumed that they would no longer be able to charge my account and since we couldn't reach them via phone, we figured this had settled things. However, in October 2022, I saw that they had charged my account again somehow. Thus, this time I decided to email them instead of call them to cancel my membership and get a refund for October 2022, since we hadn't gone to the park in October. However, I got a response stating that since we added a new relative to our account in February 2022, that we were now required to pay every month for three more months even though we were no longer going to use the service. We were not notified of being locked into this at either the initial start of our account with Urban Air or when we added the additional relative to the account. It seems reasonable that they refund us for October 2022 and discontinue charging our credit card. Please help us solve this issue. Should we just tell our credit card company to stop paying them?

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, I had booked a birthday party for my son at Urban Air, Cranberry Township, PA in February 2020 and they charged me deposit of $162. However, due to my son’s health issues we had to put the party on hold. I went to UA to get the deposit back and they told me they could give me a gift card which I can use for a birthday party in future whenever I am ready. But later in March 2020, Covid hit and most of things were closed, and my son was not vaccinated so we were not comfortable doing the party anywhere anytime soon. This year, in August my friend took the gift card from me because she was having her son's party there so she could use the gift card. But Urban Air declined the card and said they have changed the policy and the gift card cannot be used on birthday party anymore. I requested them multiple times to give me the refund as they didn't allow my friend to use it but they are not co-operating at all. If they keep changing their company policy, it's not our fault. Ideally whatever the policy was effective when the gift card was generated that should have been applicable. Now Urban air says that you can use the gift card only at their restaurant where the food is not great at all and it's a big amount or I bring my son there to play just to use that gift card. I would really appreciate if you can help me get my money back as I feel cheated due to their frequently changing policy just to make money from the people. I can provide medical bills to prove my son was not keeping well that was the reason of cancelling the party at first place. I am attaching the gift card receipt for your reference. Thank you, ***** ********

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello! I want cancel my membership but cranberry urban air Pa is not cancelling and they are charging me every month. I explained them i don’t need membership and i want move to another country. They are very aggressive people not understanding my situation. My kids dont want urban air

*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. ↩