Complaints

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a membership with Urban Air in ************, **. The website does not state it is a membership that cannot be cancelled. My daughter went one time and we realizes she will not use the membership. We called to cancel and they are refusing cancellation.

  Business response

  03/31/2023

  Dear ************,
   
  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.
   
  Urban Air Memberships are a great value with unlimited visits and significant savings compared to full admission prices. All memberships require a one-year commitment in order to be able to offer such a great monthly membership rate. As stated online and in the membership acceptance agreement you can cancel your membership any time after the twelfth payment. 
   
  You have 10 monthly payments remaining prior to completing your 12-month term.
   
  Once you have made your 12th payment, please Contact Us and request to cancel due to completing your term. However, if you wish to continue after the 12 months it will be on a month to month basis, it will not start a new 12 months.
  
  Best Regards,
  
  *************************
  Guest Loyalty Manager
  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Urban Air location in *********** ** hired a *** offender and then refused to allow me to cancel my membership. A facility created for the recreational activity has taken on the responsibility of a safe environment for said children. They place the area for parents to sit in the back with very limited visibility and then hire people who have committed multiple acts of soliciting children for sexual interaction prior to his employment. The 10 year olds all know each other and have spoken and are freaked out. I have a 10 year old and a 6 year old girl. To create an unsafe environment with no visibility and bad hiring practices and then refuse to allow a cancellation is one of the worst combinations of decisions a business can make.

  Business response

  02/22/2023

  Dear ****************, 
  
  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 emailed you in response to your request with a resolution. 
  
  Thank you,
  
  *************************
  Guest Loyalty Manager
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have completed my 12 month contract with Urban Air, and have decided to cancel the membership for my daughter and I. When researching online it says after you 12 month term you can log I to your account and cancel. There is nowhere the website to cancel your membership. I have requested contact for membership questions with no response. I would like the membership canceled.

  Business response

  10/03/2022

  Business Response /* (1000, 14, 2022/09/26) */ Dear Mr. ********, 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. On August 27th, 2022 we posted the following in response to your complaint: Hello *****, Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership. If you decide you would like to participate in our Membership program in the future please visit: https://www.urbanairtrampolinepark.com/membership. Thank you! Guest Loyalty Team Urban Air Adventure Parks - Membership

• Initial Complaint

  05/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  During my visit on 5/30/2022 myself and 4 children visited Urban Air utilizing our membership which provides 1 free pizza slice and 1 free snack per person per visit. On this particular day the kitchen closed and the employee still knowingly provided us with our concessions card. I approached the desk at approximately ****p CST and asked would the kitchen remain closed. The front desk stated yes that it closes at *p nightly. I kindly reminded her of the time and she stated it would still remain closed. There was no announcement made to advise that the kitchen was closing earlier nor was we told when we were provided with our concessions card.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Dirty. Multiple posts in the park are broke. One is in a smaller children's (52" and shorter) playing area that is not bolted down and has a black rope around it, no sign and there is another outside of the ball pit area, that has electric wires going to it, again, not bolted down and fell down on one of the kids feet. This is a safety concern. I spoke with an associate whom works at Urban Air Trampoline Park on Old Hickory Blvd, and he shrugged his shoulders. Kitchen does not have staff (what I was told) and closed at **** pm, 10 minutes after issuing our membership "pizza & snack" card that we pay for. Per the Platinum membership contract, they will provide 1 slice of Pizza and 1 snack, per child membership. I have 2 children, in which is on a monthly membership, that Urban Air, is in breech of contract of my platinum membership monthly payment. We have been at the location for 1 hour, tried to speak with the front desk and they shrugged their shoulders with no resolution.

*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. ↩