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:02/06/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 recently cancelled out membership through the email process and the representative confirmed we fulfilled our 12th payment to fulfill our contract and that we were able to cancel as long as we followed up that we wanted to cancel (and we did). We were later charged and informed from customer service that whoops, we forgot to cancel and now you're stuck in another 12 month contract. See screenshot for email from representative confirming that we met the 12th payment to fulfill contract so we can cancel, and subsequent email approximately 1 hour later confirming we wanted to cancel. We are apparently locked in because of their negligence.

  Business Response

  Date: 02/08/2025

  This complaint is not for our specific location.  We are an Urban Air but not the location this individual did business with.  Looking at their account, the membership in dispute is for an Urban Air in *************, *************  We are independently owned and operated so we have no control over this person's account.   I have attached a screenshot of their account showing the membership for *****************.

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This business has only an email address to email to cancel your membership. I emailed them on 3/15 directing them to CANCEL my membership and STOP all ********. They are claiming they responded with a limited time offer. They said I did not respond to their offer, so they continued billing me. They billed me for March, April, May, and now June. They were told to stop billing me, and they continued billing me because I didn't respond to a limited time offer. This is WRONG on so many levels - a terrible business practice, and they need to refund what they have billed me after I directed them to cancel my membership and stop billing me. I have NO record of their email to me with any limited time offer. If you don't accept their limited time offer, they get to continue charging you? NO. Not okay at all. I originally emailed them in January to cancel, and they said I have 2 months remaining - to email them again in 2 months (which I did - March 15th)

  Business Response

  Date: 06/25/2023

  To whom it may concern,

  We looked into this and the guest submitted a contact us back in March requesting the cancelation.  The guest received a notification from our guest services group with the options for cancellation.  Unfortunately, the guest never responded to the follow up email requesting again that it be canceled.  

  With the purpose of responding to the customers request, we will refund the extra months that she has been billed.  The membership has been canceled and no additional changes will be made for this account.  Our General Manager will follow up directly with the guest to review disposition.   

• Initial Complaint

  Date:06/04/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 am being charged for a membership that I did not agree to. I have contacted the customer service department several times- Requesting the contract be canceled and proof that I agreed to it. The only documentation they have been able to provide is an electronic contract with a typed signature of my name. I have also visited the park three times in the last six months and paid an entry fee and for food and was told I did not have a contract/membership. My initial request to urban air adventure Park was to just be credited back for either the amount I spent outside of the membership amount or to cancel my membership. Im just asking them to be fair. I also asked for proof that I signed the contract like a video or something because I do not ever remember to agree to that. The amount of money we are disputing here is minimal. For me it is more about being fair and accurate and ***** with their contracts and customer service.

  Business Response

  Date: 06/06/2023

  The below guest purchased a membership on January 28, 2023 and was admitted to the park.  This was the only record of her attendance with our business.  

  On May 29, 2023  a "Contact **" form was completed by the guest to our Guest Loyalty Team requesting the cancelation and refund.

  The "Endless Play Membership" from Urban Air provides the guest the ability access everything the park has to offer for a dramatically reduced rate.  When signing up, the guest agrees to a twelve month agreement allowing for monthly payments for the program.  Each guest is required to acknowledge the membership contract in order to purchase the membership by checking two boxes that MUST be selected in order to proceed to check out.  After the initial twelve month period has ended, the guest can cancel their membership at any time.  The purpose of this initial term is to eliminate the possibility of guests "gaming" the program for one day visits.

  On June 1st, 2023 the guest submitted another "Contact **" form to our Guest Loyalty Team requesting cancellation.  
  
  Based on her need to cancel and our desire to accommodate our guests, we will request that her membership be cancelled and issue a refund for $114.17

  Monthly Fee - $20.66 ($18.99 plus tax) x 5 months = $103.30
  Sign Up Fee                                                              = $10.87
  TOTAL REFUND                                                       = $114.17

  We will also follow up with the guest directly to let her know this has been completed.

  Please let me know of any additional questions you may have.

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

  Customer Answer

  Date: 06/06/2023

   
  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.
  And thank you for canceling membership and crediting back the $114. 
  Sincerely,
  
  ***********************