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:04/15/2025

  Type:Billing 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.

  I emailed a 60-day notice to cancel at end of 12 month contract, they are still using my debit card monthly. When I called to cancel, the on-site location gave me the *****#, they told me charges continue month to month and I can't cancel. I explained that as per their website, I sent a cancellation notice in both October and January, the representative said it didn't matter. I had to call the bank to dispute charges, however, when will they stop charging my card? indefinitely? How many people are they doing this to?

  Business Response

  Date: 04/16/2025

  Dear *****
  
  Thank you for your correspondence regarding Case #********. We value your feedback and are committed to ensuring that all of our guests have a positive experience with Urban Air.
  
  After carefully reviewing your account and our prior communications, we can confirm that you did contact us; however, at the time of your inquiries, your membership was not yet eligible for cancellation. Our team did inform you of this during those interactions.
  
  Our last communication with you was on February 9, 2025, where we advised that your final payment would be on February 25, 2025, and asked that you contact us at that time to proceed with cancellation. Since your membership began on March 25, 2024, your 12th and final payment was scheduled accordingly.
  
  As of now, we have not received a follow-up message from you after that date, as requested, besides this BBB correspondence. However, it does seem that someone at your location cancelled the membership on 3/28/25, making your last charge on 3/25/25. 
  
  Regards, 
  *******
  Community Management 

• Initial Complaint

  Date:05/05/2024

  Type:Customer Service 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.

  Birthday party may 5th 2024 @1030 am in ********* **. I can totally understand why they are not Better Business Bureau accredited!! Manager **** has absolutely no customer service and disgusting attitude towards her customers. Dont feel like you can express to her any issue you may have as she will tell you she flat out does not care about repeat customer or customer satisfaction as shes still going to have customers. After expressing concerns she then threatens to kick you out of the establishment, which is her right of course but is it a valid reason, absolutely not. She is unprofessional and I do not recommend doing business with this location. Phone booking service was great especially for taking the complaint as they are a franchise and no way to speak to the supervisor directly. Party would have been worth the amount paid if they didnt decide we just very recently stopped and werent honoring the PLAY ALL DAYthat was supposed to be included but we were then limited to only our party time and asked to leave right after. They kept pulling my son out -height so he didnt get to enjoy his party. I booked well over a month out and the only reason on deciding to go with this place was the play all day and the access that I spoke in depth about with the woman I booked my party with. After expressing my concerns with the unprofessional manager and her threatening to kick me out she then took the hostess away as punishment and banned me from speaking with any of her staff. They never gave any of my last arriving guests bands to jump and we never received our guest child scratch off tickets. At the end I went to go find out the costs and speak about what we were at that point more ripped off for and she had already charged my card without my authorization in her best efforts to not be professional and do her job by finalizing a sale correctly or being in any communication about charges and when I asked how much she charged me she said I would receive an email.

  Business Response

  Date: 05/07/2024

  Hi *****!
  We apologize if there was any miscommunication. To ensure and promote communication, we call and read a thorough script to all our guests a week prior to any scheduled event to finalize event details and to go over our policies, document all communications via digital log, and reiterate your event details and our policies upon arrival. We did give you a call on 4/29/24 and confirmed your scheduled event details and our policies, which was documented, and no disagreements with any of our policies were mentioned or expressed during that call. Your party host did revisit and repeat the policies upon arrival. 
  
  Upon arrival, there are several height signs at the entrance to promote height communication to all our guests. Our rockwall and Ninja warrior course do have a 41" height Minimum, and our Ropes Course/Skyrider has a height minimum of 48" per the state of *******. If a child is under the height of 48", They are still able to enjoy apex, drop zone, ninja warrior, adventure hub playground, battle beams, runway, dodgeball, slam dunk, and prozone.
  Our competitors that have ziplines as well, all have minimum height requirements of at least 48". 
  
  Your party was scheduled for our Ultimate package. Which includes: 
  Rockwall (if height requirement is met), ropes course/skyrider (if height requirement is met), Adventure Hub playground, apex, battle beams, ninja warrior, drop zone, runway, slam dunk, dodgeball, prozone. The party total cost was less than our Deluxe Package due to an amazing 100$ off promo that you had applied to your event. We apologize your host had to be removed. We have a strict Disorderly conduct code and do not encourage our staff to remain in situations in where they are belittled, cussed at, or yelled at. Our Manager did attempt to speak with you, she was immediately told to go away and was cursed at. Once she was insulted and cursed at, she politely informed the party parent that she is welcome to ask cafe or front desk for any future items she may need for the last 30 mins of the scheduled event. We highly value all of of guests. On Fridays, Saturdays, and Sundays we communicate to all scheduled events that are Ultimate, Deluxe, Or basic that the event is limited to 2 hours due to ensuring a stable capacity for everyone single one of our guests for everyone's safety. 
  
  I hope any and all confusion there may be, has been addressed.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21670197
  
  I am rejecting this response, if you pull the audio log of then the party reservation that was booked by the 800 number, I spoke in **** with the woman about all that would be included, specifically the time frame of all day playing. From the mouth of the host we actually just stopped honoring the all day play on the Sunday. No cuss words were exchanged from myself the parent to the manager or the host. When **** approached she was unprofessional from the get with an attitude so I simply told **** to have a good day that I would not be arguing with her as Ive already dealt with it for the duration of the party and clearly the place was a scam so I would pay my bill at the end and be on our way as they were not honoring the main reason for our visit. Like I said before we were not given all of the item I was charged for. At the time of the  reservation I was told all the great things and when she called to go over just the break down there was no mention of not honoring the all day play which is the main reason for my complaint. If the manager was a manager with any customer service she would have been available at the times greeting her party guests herself and things maybe could have been handled differently but no she shows up 20 minutes before the party ends to finish ruining the party. As far as my child being removed from playing he was removed several times from the ball pit where other children were playing of the same height- all in front of parents attending the party watching over the children- not something mention in your response. Your amazing deal was nothing of the sort. ROUTE 7 in ********* is one of your competitors, they have wonderful reviews and perfect customer service and their zig zag zip line that is amazing only has a height requirement of 36 and my son had a blast riding it. Its funny this reads as if **** herself is responding. 

  Sincerely,
  
  *********************************

  Business Response

  Date: 05/08/2024

  We apologize if there was any miscommunication. To ensure and promote communication, we call and read a thorough script to all our guests a week prior to any scheduled event to finalize event details and to go over our policies, document all communications via digital log, and reiterate your event details and our policies upon arrival. We did give you a call on 4/29/24 and confirmed your scheduled event details and our policies, which was documented, and no disagreements with any of our policies were mentioned or expressed during that call. Your party host did revisit and repeat the policies upon arrival. 
  
  Upon arrival, there are several height signs at the entrance to promote height communication to all our guests. Our rockwall and Ninja warrior course do have a 41" height Minimum, and our Ropes Course/Skyrider has a height minimum of 48" per the state of *******. If a child is under the height of 48", They are still able to enjoy apex, drop zone, ninja warrior, adventure hub playground, battle beams, runway, dodgeball, slam dunk, and prozone.
  Our competitors that have ziplines as well, all have minimum height requirements of at least 48". 
  
  Your party was scheduled for our Ultimate package. Which includes: 
  Rockwall (if height requirement is met), ropes course/skyrider (if height requirement is met), Adventure Hub playground, apex, battle beams, ninja warrior, drop zone, runway, slam dunk, dodgeball, prozone. The party total cost was less than our Deluxe Package due to an amazing 100$ off promo that you had applied to your event. We apologize your host had to be removed. We have a strict Disorderly conduct code and do not encourage our staff to remain in situations in where they are belittled, cussed at, or yelled at. Our Manager did attempt to speak with you, she was immediately told to go away and was cursed at. Once she was insulted and cursed at, she politely informed the party parent that she is welcome to ask cafe or front desk for any future items she may need for the last 30 mins of the scheduled event. We highly value all of of guests. On Fridays, Saturdays, and Sundays we communicate to all scheduled events that are Ultimate, Deluxe, Or basic that the event is limited to 2 hours due to ensuring a stable capacity for everyone single one of our guests for everyone's safety. 
  
  I hope any and all confusion there may be, has been addressed.

• Initial Complaint

  Date:03/25/2024

  Type:Billing 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.

  On March 6 2023, I booked a party for my daughter at Urban Air. My daughter decided that she no longer wanted her party there so I called to cancel it. They told me that in order to not lose my deposit they can rebook for the following year. I told them thats not a good idea because Id forget. They informed me that they would call me in enough time to cancel if I wanted to. Fast forward a year later, I completely forgot about them holding the deposit. They called me on 18th of March and I told them that I was in class and it wasnt a good time. They told me they would call me back. I still had no idea what they were calling about because I completely forgot about the party. My daughter had already decided she wanted a party at home which *** already rented a bouncy house and all of the supplies. I can post receipts. I get an email on the day of the party no emails prior to last year showing the remaining amount. I called to see what was going on and they told me that they charged my card because thats their policy for no call no shows. Not only did they charge for the party but they charged for the additional items booked on the original booking. This has put me in a financial bind. I am in the military and would never book a party on a Monday afternoon. The manager was EXTREMELY rude and told me that there was nothing she could do. This is very unfair to not properly communicate and charge peoples card for a conversation a year before. Attached is a search for Urban Air email search. This is unfair practice to expect someone to remember a year later with no emails after.

  Business Response

  Date: 04/01/2024

  Good afternoon, 

  At urban air, we pride ourselves with guest communication. We attempted to call you three times 7-10 days prior to your event to ensure a stress free party. We received no cancellation calls before the start of your event. 
  Deposits for reserved events at urban air are non refundable. As our policy states, a no show is authorized to process for full payment of your event, which is also stated in the terms and agreements that have to be manually clicked to agree to when the deposit is made for your event. In the case that a guests forgets their event, it does not supersede or take precedence of the contact agreed upon at the time of the deposit and confirmation email. 

  Customer Answer

  Date: 04/01/2024

  I have an answering service. There were no messages left on my phone stating I had booked a party. I also did not choose that date. I was lied to when I originally called stating that my deposit was not refundable even though I called a week before the event. They then told me in order to not lose my deposit it can be used for up to a year later. She said she had to pick a random date but they would contact me with more than enough time to cancel if I wish. That is very deceiving. I couldve gotten my deposit back and been done with this company. Then they charged me for the extras to include cotton candy, soda and extra pizzas, which was not provided to anyone because no one knew about the party. This is very bad business. As an active duty military personnel I would never book a party on a day Im on duty. This is how I know I was unaware and normally if someone doesnt answer, why not leave a voicemail to confirm the party? I can answer because they wanted me to forget to keep my money. This particular store has a one rating on ******* They are known for doing this. This is scamming people out of their money. The contract shouldve been voided when you all lied saying that I couldnt get my deposit. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21485311
  
  I am rejecting this response because:

  This contract is not the same as the original one that I received because this clearly shows that I wouldve had to rebook my party within 30 days. This is a year later from my originally booked party, so how can you explain charging someone a year later than when the deposit was made? 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/02/2024

  Thank you for your response! 
  As it states in the terms and agreements, as long as you reschedule *within* 30 days, your deposit still applies to the changed reservation date. All deposits are non-refundable and this event would have needed to be canceled prior to your scheduled event date in order to cancel the event and forfeit the deposit. Since there was no cancellation request prior to your schedule reservation, it states we have the right to charge the full amount. We also were able to reach you 3/18/24 and stated we were calling for your event, no cancelation was requested at that time either. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21485311
  
  I am rejecting this response because I was in class the day that they called and nothing was mentioned about an event. If I had known I would have canceled, because I had no intention of having an Urban Air Party? They said they were calling from Urban Air and since I was whispering, she asked if now was a good time to talk. I told her no im in class and assumed it was a marketing call. She the  said she would call me later. This was on the 10th or 17th cant remember, I just know it was on a Wednesday when I have class, which wouldve been plenty of time to cancel and not be committed. Attached, is an email to rent a bouncy at my house for my daughters party which shows I didnt know and had no intentions of having a party at Urban Air. I also, didnt book the 25 March date myself and therefore should not be liable for charges for a party I never booked! 

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

  Business Response

  Date: 04/05/2024

  To Whom it May ****************** take all consumer inquiries seriously and do not want any dissatisfied customers.  The complaint lodged by ************** is not an accurate representation of the events.  Below is a chronology of events based on the records maintained:  
  Booked online on 3/4/2023 for 4/1/2023,
  Guest called in to GLT on 3/26/23 to cancel. She was informed she would forfeit her deposit and could reschedule. Chose to reschedule for 3/25/24.
  Park Team called guest on 3/18/24, ***** stated she would call back when available. 
  Park called on 3/20 for second follow up call. No Answer. 
  3/25/24- Party marked as a No Show. 
  In addition to being advised verbally of the terms and conditions of the cancellation, ************** was also advised in writing at the time of her booking.  To say that she was not on notice of the policies is without merit.

  Customer Answer

  Date: 04/08/2024

  If I called on 3/26/2023 and they told me that my deposit will be forfeited, that was misinformation. If you see the policy that was uploaded here, it states that if you call at least 72 hours before you wont use your deposit. This shows how fraudulent this company is. As a person that has served this country for 17 years, I am greatly displeased with this lack of service. When I was called on 3/20 a message shouldve been left informing me of the party. I will take this to small claims court if my bank dispute doesnt solve this issue. 

• Initial Complaint

  Date:07/10/2023

  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.

  Wow, no wonder so many complaints. The place is full of illegal practices. No outside drinks allowed even if its one year old's baby bottle (during formula shortage). My three year old wanted to climb a wall. Suddenly they said we have to upgrade to ultra ticket ($8 more). Then three year old couldn't climb as he was too young and it was high up. They said no refunds at all. Took money, provided no service for $8. Consumers lose rights and protections left and right. It was plain and simple theft. And i dont understand concept of forced waivers. If someone gets hurt, if you are ethical, be honest, stay responsible.

• Initial Complaint

  Date:10/01/2022

  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 visited this establishment on 9/30. The environment is unsanitary, unsafe and the staff was rude and negligent.
  We found two injured children who were not being assisted by staff. We felt unsafe being here for only 15minutes so we requested a refund. The manager who confronted me about my refund was rude and unprofessional. He told me "we don't do refunds and you can leave"
  When I attempted to speak to him about the concerns, he walked away.
  We attempted to reach someone above him and have been unable.
  I want the $46 dollar refund and an apology for the way I was treated in front of my children.
  My job is to look out for their safety and the establishment should be shut down for it's unsafe environment!
  A child lost a finger there recently and nothing was done!!
  

• Initial Complaint

  Date:07/26/2022

  Type:Product 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.

  Urban air makes it impossible for you to be able to cancel your account. I have tried in person multiple times as well as over the phone through email and using their contact page. They do not respond and if they do respond the information they give are pointless and not related to the topic at all. I would like my two ultimate platinum accounts canceled immediately.
  

  Business Response

  Date: 08/16/2022

  Consumer Response /* (2000, 8, 2022/08/16) */
  ************************************
  Mon, Aug 15, 2:49 PM (18 hours ago)
  to me
  
  Urban Air did finally cancel my account. Thank you! ******