Complaints

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I need to cancel a membership due to an incident which I reported immediately to the staff and to corporate. A suspicious middle eastern tall man about 62 wearing camo shirt and denim pants, tan and light ***** walked in on a Sunday afternoon in late May when I took my daughter to play. He was not with a child and did not stand in line for a wristband nor belonged to any party. He came to observe the children for a malignant intention. This was between the hours of 2 and 2:30 pm. I couldnt help but notice him following us with his eyes as he was constantly on his phone. I cut my daughters playtime short and checked out only to find him standing at the exit door signaling for me to leave first, but I told him he could go first. The look on his face turned instantly into that of a criminal, and he made a phone call as soon as he walked out. I followed him with my eyes and he wasnt headed towards any of the parked cars. He was waiting for someone to pick him up. I reported the incident immediately and asked both staff, member services and corporate to cancel my membership due to me feeling unsafe for my daughter at Urban Air. I told them I wasnt going to use their services anymore and they kept replying via email that they cant cancel the membership. They have tried charging my card several times but I had already filed a complaint with my bank against them and blocked them from charging again. This matter needs to be resolved as Im not intending to go there ever again. They have not even bothered looking at the security cameras to investigate the matter nor did they provide me any feedback on who this persons was or what his intentions were, knowing that Im right at this point yet trying to make money off of me when I assured them Im not using their services anymore. Please help me resolve this matter. Thank you.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have emailed 2 times, called the business and logged onto my account to ask to cancel my membership. No one responds to me and I would just like my membership cancelled.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We went to Urban Air Adventures in ******, **. The membership front desk employee told us we could sign up for a membership and cancel within 30 days and be refunded the membership cost and no longer be charged. I asked her about the year commitment, and she told me that their policy states that if I cancel within 30 days, I would be refunded, and my membership would be canceled. We did as she told us and have continued to be charged. I've reached out several times and spoken on the phone to multiple people, telling me my membership would be canceled, and I would be refunded, yet I continue to be charged. I would like to be refunded $43.22 x 7 charges = $302.54 Plus $52.04 initial charge Totaling = $356.56

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have tried to cancel my monthly membership to Urban Air Peoria and have been unable to do so. I have tried the website where it does not seem an option to cancel exists, although this is the only way the membership contract states you can cancel. I have tried calling to ask for help and emailed customer service through the website asking how to complete my request to cancel with no response from the company. I want my membership canceled immediately and do not want to be charged for another month of membership.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I started a 12-month membership for each of my 3 kids in June 2021. Their membership agreement states that memberships cannot be cancelled during the 12 months and provides a URL address to cancel once the 12-month agreement is over. I tried to cancel multiple times. There is no clear method of cancelling a membership on their website. I spoke with employees at their park in-person and all three times I was told that I cannot cancel on the website, I had to do it at the park. The employees told me that they had to submit a cancellation request on my behalf and it would be sent to corporate. Meanwhile, I was charged for the additional month because of the delay in cancelling my membership. In my experience (and reading the other many BBB complaints regarding this same cancellation issue), I feel their membership cancellation process is deliberately misleading. I had to block my credit card and dispute the charge with AMEX because I could not achieve a timely resolution with Urban Air. Ultimately, I ended up cancelling my membership with a rep at their corporate office in TX. The rep informed me that the memberships could only be cancelled by calling her department (this is contrary to what the membership agreement states). The rep also told me I would not receive any more charges. The next day I receive an email from Urban Air stating that my member is now cancelled, however it is not effective for 10 days after cancellation, so I may be responsible for additional fees. As it currently stands, I am requesting a refund of $64.83.Urban Air Guest Support - ********

*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. ↩