Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We took our son and two friends to urban air. on the way we attempted to purchase tickets for the day and accidentally signed up for a membership for our son and his two friends instead of just a day pass. Realizing what we did we immediately spoke to a ***resentative when we got there wanted to see If we could rectify the mistake because clearly we did not want year long memberships for 3 people, two that were not even our children. The *** onsite could not help us at all and instructed us to call or email corporate. we connected with corporate regularly for a year hoping our issue would be resolve and were basically told TOO BAD. I can understand having to pay for one membership due to our mistake but this business was completely un reasonable in allowing us to correct and error and they proceeded to charge us $68.01 for 12 months. so unreasonable seeing as though we immediately contacted them and no-one was willing to be reasonable with us.

  Business response

  01/10/2025

  Dear Mr. ************************ you for your correspondence regarding Case #********. We understand your concerns and truly appreciate the opportunity to address them.

  
  At Urban Air, we strive to provide an exceptional experience for all of our guests. As outlined in the membership agreement, our memberships are designed to offer significant value, with unlimited visits and a considerable savings compared to standard admission prices. To offer such a discounted rate, all memberships are subject to a one-year commitment.

  
  We understand that situations can arise where a cancellation request is necessary. Please note that as per our policy, your cancellation will take effect 10 days from the date your request is received. Any payments due up until the cancellation effective date will still be processed as scheduled, in accordance with the terms of the Membership Agreement.

  
  We regret that we are unable to provide a refund outside of the outlined terms, but we are here to support you throughout the remainder of your membership period. Should you have any further questions or need assistance with your account, please don't hesitate to reach out.

  
  For full details regarding the membership agreement, you can view it here: ****************************************************************************

  
  Thank you again for being part of the Urban Air Membership Family. We appreciate your understanding.

  
  Best regards,
  ******* *****
  Senior Manager
  Guest Loyalty Team

  Customer response

  01/10/2025

   
  Complaint: 22739533
  
  I am rejecting this response because:
  I reached out after the agreement was signed at the facility in which the manager told me there is nothing she could do. I said Id pay full price but dont want the year. She said sorry nothing we can do. I then emailed every month to corporate to cancel in which they told me there was nothing I could do. One person even told me to go pay for a day for three people with purchase of socks and she could opt me out. Which my response was seems like you are able to cancel and are unwilling. It took me going to the BBB after completed a 12 month billing cycle paying every month, that you now say you can help get us out of it. My wife took my son and two friends and accidentally signed all of them up for a year membership, which we only used the one time. I paid for 3 year memberships and used it once. This is completely unacceptable and needs to be refunded in full.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled a party for 9/29/24 at 11am-1pm. At the **********, ******** location they allow party parents to arrive 30 minutes before the open to set up the party. Which is hilarious considering they dont even open until 11am on Sunday! So, while waiting for everyone to arrive wristbands were not provided until waivers were confirmed which is awkward for both parents and children. Theres no where to access via the website to sign the waiver the only option is to do so at the Kiosk at the front. Got it so this wastes 20 mins of the 2 hours booked of a private room. Between waiting for waivers to be signed a lot of the families who attended the party had waivers filled out the party host Aliana went one by one to verify who had a valid waiver or expired and those who expired waivers needed to fill them out. We didnt even have the room for the full two hours. We booked using a 15% off promo for booking on Sunday which they dont include its off the Base package which we got the Ultimate Party Bundle and surprise for the sticker shock of $750 for 19 children. We setup all the decorations ourselves, served the pizza and cake/cupcakes ourselves. Was kicked out of the room 25 mins before the time was even up so we were shorted nearly an hour because of the opening and the waiver signing. Im not happy at this cash grab and not honoring the promotion as they should have. Ohhh and dont bother calling no one answers. I came in person today 9/30/24 to discuss the billing discrepancies of being charged an additional $115 and not having the on for the full two hours I booked. Was told they double booked the room and thats why we needed to be out. Thats not my problem I was shorted the reserved room and overcharged and when I brought it to their attention the general manager ****** I was told oh well. This is so disrespectful, unprofessional, and flippant. She agreed that I was overcharged and still elected to do nothing to right the wrong! Over charged too much.

  Business response

  10/02/2024

  A.H. - thanks for hosting your daughters party at Urban Air! We understand you are not happy with your party, but we do have to disagree with many of your statements. We allow party families to come to the park 15 minutes before their scheduled party time to set up the party room as they want. We have video of you walking into the building at 11:02 and were immediately greeted by your party host and escorted to your room. Prior to your party, our party coordinator sent multiple emails and left 2 voice mails on the phone number you used to book the party regarding when to show up prior to the party and how to have your guests complete the online waiver to avoid delays during the party. We do check that everyone has a completed and current waiver prior to them doing any activities. In response of being overcharged, our current 15% off offer clearly specifies that it applies to the base price of the party, which we honored. We also have on video that you left your party room exactly at 1:00 pm at the 2 hour ***** walked out of the room and spoke with one of our managers about your bill and paid for your party. This again contradicts your statement that you were kicked out of your room early because it was double booked( which our system doesn't allow to happen). We are truly sorry you were unhappy with your experience and hope your child had a great birthday celebration at Urban Air.

  Customer response

  10/02/2024

   
  Complaint: 22362487
  
  I am rejecting this response because:

  Per your response if you claim you have me on camera at 11:02 this affirms you were not allowing entry prior! We were not allowed entry prior to the scheduled timeframe to set up for our party. I was not called nor were any emails sent to me. I was overcharged for the slushies and pitcher drinks and inedible fries. I was not provided the scratch off cards I paid for, nor the jumbo welcome back card for the birthday. There is no option to sign the online waiver as you're stating several parents made audible complaints about not being able to access the waiver online and we had to go to the front to fill them out. Sooooo if this were also captured on camera what you stated is false. I noticed the overages and brought them to the attention of ****** the General Manager who agreed there overages but refused to refund the difference. I was frustrated by the lack of empathy from the ** and walked away but later came back and apologized for walking off mid-conversation. ****** told me word for word "Because you walked away while we were trying to find a solution I will not be offering a refund while I can see there were overages you will have to contact Corporate to to request a refund for the overages." Haille had the opportunity to make the situation better and chose not to. Spending nearly $1,000 for a party and reviewing the overages and requesting to be refunded. I was not rude, I was calm, collected and the manager wanted to power play. I have phone records that I am willing to provide to prove I was not called nor were any voicemails left. I will provide the call logs of my husband as well and all emailed communication from Urban Air which did not occur. All we received was the confirmation of booking, survey request, and confirmation of invoice paid. But she as in the General Manager had the time to review the video footage. Then I do encourage Haille to look at the video footage from the parking lot to see us waiting for ***** mins prior to 11am a large red suburban truck. I simply want to be refunded the overages for the food. I understand I should have reviewed the invoice closely before paying. I felt rushed and overwhelmed  and the cafe Manager **** was looking at the invoice as well and questioning the selected tip amount and why I felt the need to select such and more questions about ********* hosting capabilities. **** offered the wifi password as I had zero cell coverage. This company has the opportunity to right the wrong with the overages yet this was overlooked and not even addressed.

  Sincerely,
  
  ***** ******

  Business response

  10/07/2024

  Ms. ******,

  Your invoice has been reviewed and your food and beverage charges are accurate.  The menu attached is placed on every party table and displays the cost of the items you purchased.

  Urban Air Aurora

   

  Customer response

  10/07/2024

   
  Complaint: 22362487
  
  I am rejecting this response because: There were 19 children and I was charged for 20 slushies it should have been prorated not charged the full amount for 2(10) slushies. The fries at $19.99 were burnt and inedible. Refunding $25-30 out of the $900+ paid. The General Manager ****** agreed I was overcharged instead of doing the right thing and processing the refund its now amount to this back and forth. When it would be so much more simple to refund the difference and resolve the issue.
  
  Respectfully,
  
  ***** ******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reporting an issue regarding my son's membership with Urban Air Aurora. My son has been a member in this park. We had previously called Uban Air Aurora in December 2022 to cancel his membership.To my dismay, I recently discovered that our credit card has been continuously charged for ******************* membership even after the cancellation request was made. These charges have persisted up until now. Consequently, I filed an inquiry on their website and requested their immediate attention to refund all the charges incurred from January 2023 onwards. After filing the online inquiry, I received a message stating that a representative from their team would follow up with me via email or phone. However, it has been three weeks, and nobody has reached out to me. Despite multiple attempts to call them, there has been no response at all.One of the staff members who answered my call in ***** informed me that even if I called their local office number, it would automatically transfer to their home office in ***** if nobody answered locally. Is it possible that my cancellation phone call was answered by a home office staff member who was unable to cancel my membership in Dec 2022? This could be due to internal glitches in their system. It is very disappointing to experience this without proper customer communication.

  Business response

  07/17/2024

  Hello Mrs. ******************** have checked all correspondence and found that the only time you reached out to the membership department was on 6/24/24 via email. 
  
  Please advise that your contract states: 
  
  MEMBERSHIP CANCELLATION. YOU MAY NOT CANCEL YOUR MEMBERSHIP DURING THE
  12-MONTH INITIAL TERM EXCEPT AS PROVIDED HEREIN. After your 12-month Initial Term,
  you may cancel your membership at any time online at www.urbanairmembership.com.
  Memberships may not be cancelled by telephone, mail, email, or by fax and may only be
  cancelled as described in this section. Your cancellation request will be effective 10 days after
  it is received. Any payments due under this Membership Agreement prior to the cancellation
  effective date will be charged by us as scheduled.

   

  Therefore, we are unable to refund any charges at this time. 

• Initial Complaint

  06/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have been trying to cancel my membership for two months. Nobody will respond to emails or phone calls.

  Business response

  06/04/2024

  Hello ****, 
  
  Our records indicate that your memberships were cancelled on 5/1/24 an email confirmation was also sent to you right after. 
  The last billing that came out on your account was on 4/25/24. 
  
  Please let us know if you need further assistance. 
  
  
  
  
  

  Customer response

  06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My niece ordered online to a one day of "fun". What I got was a monthly charge ***** for a yearly service. She was not authorized or allowed to enter any agreement for a yearly subscription. I called the business and explained the situation. They said the contract was binding no matter what. I explained the email was not mine. The billing address was wrong. The only thing my niece knew was my name and date of birth. She was able to open an account in my name and I am being charged every month. She is a minor. I offered to pay the difference in the amount from her day of fun to the usual charge. The company will not alter the yearly charge which is fraudulent at best

  Business response

  04/27/2023

  Urban Air's corporate office administers all memberships and handles all communication.  It is my understanding that the memberships claimed to have been purchased fraudulently were, in fact, cancelled on April 17, 2023; and the customer was notified via email at ***********************.

  Management

  Urban Air - Aurora, CO location

  Customer response

  05/01/2023

   
  Complaint: 19942949
  
  I am rejecting this response because: Apparently two accounts were opened. One we were able to cancel the other one, we were told we can't cancel, even if it's fraudulent. So one account is still open and because my niece knows my Name and DOB doesn't mean she can sign, open and account or do anything as a minor and with incorrect information. 
  
  Sincerely,
  
  *****************************

  Business response

  05/05/2023

  Good morning ******************

  In response to your follow up BBB complaint, I can offer this information:

  First, you have submitted your BBB complaint surrounding the Urban Air location in Aurora, ********.  The memberships that were purchased belong to the Urban Air location in **********, ********.

  Secondly, in the spirit of service, it does appear that all memberships have been cancelled as advised in previous communication- per your request.

  Best,

  Urban Air, Aurora, ********

  Customer response

  05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing this complaint about urban air location that is located in Aurora CO. We are premium account holders and Approximately 3 weeks ago we were visiting the park like we usually did on the weekends. When my daughter used one of the attraction, the harness she had put on was too tight around her neck that she started to get chocked and almost passed out!( I mean she was so terified that I took her to the management to talk about it after she came downstairs complaining about it. When I showed the scratches and signs of that harness almost suffocated her, the management ridiculed us instead of being apologetic, compassionate and understanding of the seriousness of the situation. But, we were told: "thank you for bringing this up Boss!" That was it from them. She was literally so hateful towards that place when we were driving home. I kinda didn't pay much attention to that but when we got home and I started to look closely at her saw scratches and bruises on her neck I kinda started to realize how serious that could've been. Therefore I decided to call the customer service to cancel our membership. But, we haven't received no phone calls, no apologies, no remorse, nothing. So, if I don't get canceled we are going to take this matter all the way to the secretary of the ***************** or attorney General for further assistance on this matter. Also, whoever is reading this complaint, don't ever go to urban air or sign up for that because they don't care about safety, although safety is number one priority signs are all over their parks. It was very very disappointing and I hope nobody will experience something like that again. :((

  Business response

  10/27/2022

  This guest states they are making a complaint against the Aurora location.  This is *************** location and Urban Air is a Franchise.  Each location is independently owned and operated.  Please remove this complaint from Westminster's Urban Air BBB account as the guest clearly states it is the Aurora location they are making a statement about, not Westminster.  Thank you!

  Business response

  11/02/2022

  Good afternoon,

  This customer was contacted by ********************** Air corporate office on October 14, 2022 and October 18, 2022.  He was notified via email that his membership contracts were cancelled prior to the term ending with no penalty.

  Regards,

  Urban Air Aurora

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to cancel my urban air membership. It is past the 12 months, but there is no way on the member website to cancel. Even though they say that is the only place to cancel.

  Business response

  09/09/2022

  ************,

  Urban Air membership team at the corporate office will respond to your inquiry shortly.

   

  Thank you,

  Urban Air *******************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 1 2021, I signed up for an annual membership. As part of the contract, we were required to make 12 consecutive monthly payments. Every payment was paid on time. On July 9 2022, I submitted a request via the online form for a cancellation. On July 11th, I received an email back stating the following:Hello ****,Thank you for reaching out. Urban Air Memberships are a great value with unlimited visits and significant savings compared to general admission prices. We have reviewed your account and found you have just made your 12th payment to fulfill your contract. We value your membership and would hate to lose you, so we have an option that *** be of interest to you if you would like to continue your membership.Limited Time Offer If you'd like to continue with your membership, we are offering 20% off the monthly subscription fee for Ultimate, Platinum and Deluxe Memberships on your account. This offer will allow your family to access the same attractions and benefits at an even greater savings! Please email us back if you would like to proceed with the cancellation or take advantage of our offer. Thank you for being part of the Urban Air Family. We look forward to hearing back on how you would like to proceed.Thank you!***************************** Guest Loyalty Team Urban Air Adventure Parks - Membership I did not reply to this email, as it not only went to my spam folder but their cancellation policy states you *** cancel any time after making your 12th payment, and at least 10 days before your next payment.My request to cancel was submitted on 7/9, which is more than the 10 days before my next payment was due of 8/1.I sent an email request to receive a refund on 8/7 and received a response today, 8/10, declining my request. I have followed every obligation on my end, yet Urban Air still somehow feels entitled to keep my unauthorized payment of $53.96. I can only imagine how many others have experienced this

  Business response

  08/11/2022

  ************,

  On behalf of the Urban Air located in southeast Aurora, ** and the corporate office, I am terribly sorry you've had challenges cancelling your membership.  The corporate office (vs. local park) administers memberships, so I have escalated your case to get resolved immediately.

  Thank you for your past membership.  As a locally owned business, your patronage is sincerely appreciated.

  Best,

  Abby, Urban Air Aurora, **

  Customer response

  08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Urban Airs online contact form with a request to cancel my membership on December 22, 2022. There is no way to cancel my monthly recurring membership myself online and I was told by the store manager it cannot be cancelled in store by him either. I tried calling their ************** several times and it rings and rings and an agent never answers. After filling out the online form I was contacted a few days later by phone and I was told by the representative that my membership would be cancelled. Ive been charged every month since that on the 24th of December, January, February, and March in the amount of $47.49. I want my membership cancelled immediately and a total refund in the amount $189.96.

  Business response

  04/05/2022

  Dear Guest,
   
  We are in receipt of your correspondence regarding Case # 16976582 (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience. 
   
  On January 20th, 2022, after speaking with you over the phone, we offered you an incentive to remain an active Urban Air Member by applying a 20% discount to your account. We also followed ** in writing with the following email response:
   
  "Hello ***,
  Thank you for reaching out regarding Urban Air Memberships. As requested, we have added the 20% discount for the Platinum memberships on your account. This discount will be applied to all future billing cycles throughout the lifetime of your membership. 
  
  We value you as a member and cannot wait to see you in the park!
  Thank you!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"
   
  However, we have processed your request to cancel your membership. A refund has been processed for the last two (2) charges to your account, it should post within the next 3 to 5 days. 
   
  Best Regards, 
   
  _______
   
  Please let me know if you would like any additional context. I am here to help. 
  Best Regards,
  *************************
  Guest Loyalty Manager

*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. ↩