Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/19/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:02/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.