Complaints

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently visited the **************************** Air location. Online, the user is persuaded to get a membership and will save a certain amount of money if they do. But the fine print is buried that the membership cannot be cancelled for an entire year. I waited to ask in person to not get taken advantage of but I am absolutely certain many people are being taken advantage of with this unscrupulous approach.

  Business response

  04/24/2024

  Urban Air is a franchise business and the Akron location is independently owned and operated.  The membership program is owned, marketed and serviced by **************** (the Franchisor) from *******, ***  This complaint should be directed to them as the local park doesn't have any control over how it is marketed on-line, and does not design or operate the website.

  As the customer indicated, he saw the membership program on-line.  This is the only place memberships are offered and can be purchased, since they are sold by **************** who does not have a local presence.  When a customer does purchase one, they enter into a contract with **************** and not Urban Air Akron. 

  As a note, it does not look like a membership was opened under this customer's name as we are able to see a list of active members for admittance into the local park.  If customer is seeking some sort of refund or remediation, they should provide the correct name and phone # of the member to **************** in the complaint. 

   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to let you know of a very concerning story from this past Sunday evening (1/28/24) at Urban Air in *****. My 2 children and my 2 nieces were celebrating my nieces birthday party together. There were several red flags from the start- they seemed understaffed, were more interested in their phones than supervising the attractions, and were not properly strapping children onto safety lines for attractions. Two of the children were at the climbing walls and the employee just left them to hook themselves in. A little bit later, a fight broke out between an employee, a woman, and her son. This fight escalated, and as it escalated the employees either joined in the fight, or fled out of the building. My 2 children were on an upper level for the obstacle course in their harnesses and hooked onto their safety lines. The employees with them left them and stranded them there. They had no idea how to release themselves and were panicking. The fight kept escalating with people shouting, others bleeding, items being thrown everywhere, and people yelling there was a gun. Thankfully, my sister-in-law was able to get to them to release them, and they followed people out the emergency exit and waited behind a structure for cops to arrive.To say my children and nieces are traumatized would be an understatement. Multiple people were arrested, and there was a fully loaded gun on one of the people arrested. Urban Air stayed open after this instead of closing for the evening, which is mind blowing.

  Business response

  02/04/2024

  The uncompromising safety and well-being of our guests and staff is our highest priority at Urban Air. We are working closely with the ****************************** to fully understand what happened on Sunday afternoon. Due to the nature of the ongoing investigation,we are unable to provide further details. With that said, no shots were fired during this incident, and can assure the community serious steps are being taken to ensure the continued safety of our loyal guests and employees. 

  Customer response

  02/05/2024

   I am rejecting this response because: I appreciate that there is an investigation with the ******************************. However, I am not satisfied with this response because it does not address the actions of the employees. They left my children stranded on safety lines attached to harnesses. In no circumstance should a child be abandoned and stranded with no way to free themselves. This response also does not address why the business remained open for the evening after all of the damage caused as a result of the fight. Leaving the business open that evening knowingly put others at risk again. 
  
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a birthday party on Spetember 19th for my daughter and paid the deposit (for the birthday party hold on October 16th). On September 20th, I was notified of family emergency and had to cancel the birthday party, when I called to cancel and request the refund the manager told me there is no refund and the deposit is forfeit.I need my deposit back.

  Business response

  09/27/2022

  Our policies are clearly disclosed at time of booking and in the e-mail receipt and confirmation letter the customer received.  Party deposits are non-refundable as we reserved space for this group that we could have otherwise offered to someone else.   As a courtesy given the circumstances, we offered to move their party to another date and credit the deposit, but the customer declined.

  Customer response

  09/28/2022

   I am rejecting this response because:
  
  They did not offer anything.

*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. ↩