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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:08/21/2024

    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.
    There was a 1 year contract. I told them in person I was done with the membership at the 1 year mark They STILL billed me anyway on july 1st 2024 for a 13TH MONTH. I did not sign a 13 month contract. If you check their ****** reviews they are SCAMMING other people with the membership fee.

    Business Response

    Date: 08/29/2024

    Refund request has been submitted to the Corporate Membership team today 8/29/2024. Guests are informed that memberships are not managed at the park level, but all requests are escalated to the Corporate team. The guest should have called that number to request the cancelation on the account. 

    Customer Answer

    Date: 09/03/2024

     
    Complaint: 22172836

    I am rejecting this response because:

    Sincerely,

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

     

    Not only did I contact in person I sent a message via the urban air website and was still denied the refund for a 13th month despite paying all 12 months of the contract without issue. I can see from ****** reviews this business is being shady with many people not only me. 

  • Initial Complaint

    Date:06/18/2024

    Type:Product 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.
    I would like to cancel my membership. I sent four messages to Urban ******************** requesting membership cancellation. All four times their response was; "you did not select what you are contacting us for."I want to cancel my membership. I am an advanced gymnast and I joined to use the pro trampolines to advance my gymnastics skills. These trampolines are no longer available and are always closed. The owner is taking them out and not replacing them.The other trampolines are unsafe to use because younger kids run through them while someone else is jumping. Staff do not enforce any rules and it's a free for all.Last time I attempted to use one of the other trampolines, I got injured because a small child ran onto the trampoline while I was jumping and in order to avoid jumping on the child, I bounced into the wall and got hurt.Urban Air requires that you continue your membership for 12-months before cancelling. However, they no longer have the pro trampolines that I joined for and will not be replacing them. Since they no longer offer the service that I joined for, that should automatically void the contract.

    Business Response

    Date: 06/28/2024

    I have sent a ticket directly to the Corporate membership team who is solely in charge of managing memberships. They will cancel the membership. I have received no requests to cancel this membership up to this point. Thank you.

  • Initial Complaint

    Date:01/16/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    When signing up for a monthly membership we were told at the front desk of the **************** location that it could be canceled any time. Later, when I went to cancel they told me I could only cancel if I was moving more than 15 miles away. I happened to be moving much more than 15 miles which triggered their lies to change. I was then told I couldnt actually cancel the membership at all and that I would have to find a new location to transfer my membership. I reluctantly went to a new location and the manager said that everything that I was told previously was incorrect and I couldnt transfer my membership. I would have to start a new one (not including my payments I have been making for several months). After many more complaints they told me if I pay ~$300 they would cancel it. I was also told that their website had all of this information clearly listed, ITS NOT. To add insult to injury, if I was a coward like the administration at Urban Air, I would be paying for a new membership, at a new location that has less amenities than the original location we attended. If this isnt a scam I dont know what is. Perhaps if they had competent adults running the place there would be less miss-information coming from their front desk. I would no recommend Urban Air to anyone and definitely dont give them your credit card information because the will use it as a personal piggy ban. (This is my personal experience and opinion but a quick ****** search reveals this place is shady AF)

    Business Response

    Date: 01/26/2024

    We have resolved the matter.

    Customer Answer

    Date: 01/28/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it could have been done much quicker and at a local level but after months of complaints I got my membership cancelled.

    Sincerely,

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

Urban Air Adventure Park is NOT a BBB Accredited Business.

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