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Business Profile

Trampolines

Urban Air Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 purchased what we thought was a single ticket for Urban Air back in December 2023. We have not been back to the business since December. But a few months ago we realized theyve continued to charge our account every month since. We had no intention of purchasing an annual membership, but the way the website is configured, it is very easy to mistakenly agree to an entire years membership. We have tried to contact them and get them to take us off of this membership but they refuse. Weve disputed charges only to lose the disputes. It is completely unethical the way they have this set up to make it look like you are receiving a coupon code for a single visit only to slip in that you are locking yourself into 12 months of payments.

  • Initial Complaint

    Date:08/23/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    My children had a half day from school so we bought tickets to Urban Air Adventure Park in Ahwatukee. I purchased two tickets online on Wednesday, July 26th and our window to show up was from 1:00pm to 130 pm on that day. When we arrived, the doors were locked. A manager was there and he explained that their website had not been updated from their summer hours and they were not open. She told us that we needed to contact corporate to get a refund and there is nothing she could do about it. We have emailed Urban Air three times now to try to get a refund. There is has been no response. I tried to get a refund with my credit card company as well and received a response from Urban Air that said that they do not make exceptions for refunds and we must use our passes within 90 days. I do not want to go to Urban Air. I want my money back. I chose to go that day because my kids had a half day. I do know what other measures to take to get a refund. I do know that I should be refunded because I purchased tickets for a time when they were not open because the company had not updated their hours on their website.

  • Initial Complaint

    Date:02/23/2023

    Type:Order Issues
    Status:
    Answered
    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.
    The same as everyone else here. We are trying to cancel the membership after the 12 months and no option exists on the website. No indication by any of the support staff or faq on how to do it. We want the membership canceled. No need to pay for terrible place we dont use at all.

    Business Response

    Date: 03/13/2023

    To whom it concerns,

    Urban Air memberships are not handled by the parks locally.  The local parks are franchises that are individually owned and operated and do not directly enroll or handle park memberships.  Urban Air memberships are handled by the Urban ******************** which is in ***** (the memberships are done online and through the ** corporate office).  We cannot assist with ending the membership directly, or indirectly, especially without customer information (such as first and last name).  We can however, provide Urban Air's membership department number so you may attempt to directly cancel the membership.  The phone number is ************, they will need some information to look up your membership to assist with cancellation, they will also likely review the contract signed for the membership.  If you are able to provide some basic information related to your membership we would be able to assist with submitting a ticket to attempt cancellation of the membership.

     

    Respectfully,

    Urban Air Ahwatukee

Urban Air Adventure Park is NOT a BBB Accredited Business.

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