Complaints

• Initial Complaint

  11/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter played the claw game 6 times at Urban Air. The price listed was $1 per game, however when I went to check by credit card I was charged $5.10 per game for a total of $30.60 instead of $6.00. I was overcharged $24.60.

  Business response

  12/13/2024

  Hello, as discussed on our phone call on 12/11, Amuze apologizes for the pricing confusion during your recent trip to Urban Air Overland Park. A full refund of the requested amount was processed on 12/11 and should return to your account today. 

  To recap our conversation and provide additional awareness for the future, there are 2 pricing stickers on the machines: one stating the price per game and another stating how many games per card swipe you get. In addition to those stickers, the credit card device screen states your overall total. For example: 5 games for $5. Again, we sincerely apologize for any misunderstanding that was caused. 

  We value you as a customer and hope to see you again at Urban Air. 

  Thank you,

  ****** ******

  Customer Service Manager

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 3 tickets for my 2 kids and 1 friend to go to Urban Air. I thought I purchased regular day tickets. My sister took the kids while I worked. I check my bank account a few days later and I was charged +$70 for day tickets and an additional $55 for an annual membership. I have gone back and forth trying to explain that I don't remember signing any type of annual agreement and was under the impression that I was purchasing a day pass only. Additionally, one of the kids isn't mine. This is very clearly a mistake. Additionally, I was told that the membership I allegedly signed was actually not available at the park in which we signed it, but was told memberships are only good for the park at which it was purchased. So I have a membership for a park that is ineligible for memberships. I asked at which park can I use my membership if the park we allegedly signed up at is ineligible for memberships? The Urban Air team has yet to respond. To add to the chaos, the annual membership agreement form wasn't signed by me so I am paying for a membership someone else signed for. They still wont budge in my request to cancel and its cost me over $600 to date. The customer service line is for party planning, I've tried calling the local business and management won't contact me and emails take up to 72 hours if they respond at all and you will talk to a different rep each time. I need my membership (the last 2 months) of it cancelled and last months fee credited to my CC.

  Business response

  04/07/2022

  Dear Ms. ******, 
  
  We are in receipt of your correspondence regarding Case # ******** (“Case”). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.  
  
  We have sent a one-time, special offer to you via email, that we hope you will enjoy via email. Please take a moment to reply back to us when you have time. 

  We value you as a member and cannot wait to see you in the park! Thank you!
  
  ******* *****
  Guest Loyalty Manager
  Urban Air Adventure Parks - Membership

*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. ↩