ComplaintsforUrban Air

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my daughter here on Nov 3rd 2023 for her birthday. When we walked in the electricity went out. This was before we scanned my card to pay for 4 full play passes ($101.71). The lady at the desk still wanted to scan my card when the generators kicked in. I asked her if we should wait until the electricity came back. She said it would be fine and they could go back in a few mins when the lights came on. She scanned my card and then said Im sorry, we have to ask everyone to leave due to the power being out. I told her I want my money back and asked why she just scanned my card. She said she cant refund me right now because the computers are down in back and that they would process the return tomorrow. That didnt happen and I was out over $100. I called at least 5 times and every time they said they would refund me and it would take 5-7 business days to post. Ive been dealing with this for almost 2 months and Ive never gotten a refund.Because it was my daughters birthday we went to a different Urban Air and had to purchase everything again there.

  Business response

  01/03/2024

  Hello,

          We sincerely apologize about the inconvenience and are issuing a refund, which will be posted to your card of payment in 5-7 business days. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had signed up for a membership to make this a regular outing for the kids, upon going inside the building majority of the equipment was broken, spilled drink all over the floors, food and trash everywhere. Kids were jumping on to each other. Ive been to other urban airs before and it was nothing like the ******** locations condition. Im not sure how they are able to operate at the ******** location.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am seeking a refund from **************** (Urban Air ******** for a party I booked and cancelled per policy. This is by far one of the worst businesses I have ever dealt with. I paid a membership for my kids for a year plus and barely went there- never once called and asked for anything. I booked a party for my son on 8/30/2023 for 9/9/2023 and paid a deposit fee. Subsequently, my son got sick so knowing the party was around the corner, I cancelled my membership on 9/4 and called to speak with a representative and was told I will get a call back which I got an email letting me know of the inquiry. A representative by the name of ********** called me back (or I may have called again) on 9/9 morning - we spoke and she informed me the party was cancelled and she will send a cancellation notice but I should not worry. I asked again and she said it was handled. I had a sick child and focused on him. On 9/9 after 1pm, I get a call from Urban Air ******** asking when we will be there. I was perplexed and asked to speak with a very rude manager who hung up on me. I later on followed up again and was given an email send a message to (email was ashmonde-atatched) I sent the email but realize now that it never went through. Fast forward to October 24, and I see a charge on my Discover for a party that NEVER happened. Per their policy (as you can see in my attachments), if cancelled within 72 hours which I did, I forfeit a $175 fee which I can rebook and use within 30 days. Urban Air told me over the phone there was no such, I escalated and got a bad email an then they charged me for a full amount more than a month later for a party that NEVER happened. This is the worst business i have ever encountered. I am asking for a REFUND per their policy as I did the right thing. They should not be allowed to do this. I am a mother of 3 and followed policy. I appreciate your help very much. Sincerely, Olive

  Business response

  01/23/2024

  A refund of $676.31 was issued back to the original payment card on 1/3/2024.

  Customer response

  01/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Urban Air has a membership people can sign up for. It's a 12 month contract that cannot be canceled except for death, disability, or relocation. They are hard to get in contact with and takes weeks to respond to each email. I initially requested to cancel my membership June 26 after a visit. I thought it would be a place I could handle taking my 2 small children with my disabilities. It actually was very difficult and my symptoms were really bad. A month later I finally got a response and by then, my charges were posted. I disputed them with my credit card and now Urban Air is fighting it. This is discrimination and unethical. We have only visited 2 times and paid $160. Other people are complaining about similar experiences with this company and their horrible membership contract. It's just a scam to steal people's money.

  Business response

  08/31/2023

  Good afternoon,

  I have reached out to our corporate office and have requested that the guest membership to be cancelled as well as refunded. They should receive a confirmation by tomorrow.

  Customer response

  09/01/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am attempting to cancel my daughters membership at the Urban Air McKinney TX location. I have been trying to cancel this but no luck. It says you can cancel on their website but just like everybody else that is far from true. So many people including myself are very upset with their practices. I want my account cancelled as I'm past the 12 months. There is no place in the website where you can cancel and they won't do it by phone, I have sent emails requesting this memberships to be cancelled but no answer at all. This is wrong how they make it impossible to cancel.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/09/29) */ This is Ashmonde ******* General Manger here at Urban Air McKinney. This case file was brought to my attention today and want to update those involved. We here at the park level don't have the ability to cancel membership. That must be done through corporate via the "Contact Us Form" that is readily available for those who need to reach out to them for whatever they need help with. Our management and front desk attendants are all trained to walk the guest through this process as well as letting the guest know that corporate typically responds within 72 hours from the time the form is submitted. I have gone over the guest membership account, and it looks like it was cancelled the same day they put in there contact us form on the 18th of September. They made mention of sending in one prior to that but was unable to find it. If there is any other information you need just let me know. As for now everything is has taken care of.

*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. ↩