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Business Profile

Family Entertainment

Urban Air Port Richey

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints 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:11/25/2024

    Type:Billing 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.
    My wife and I have been attempting to cancel the membership and they are refusing. My wife is going through medical treatments due to a disability. In Thier own agreement it states that it is reason for termination of the agreement they are still refusing. In a single email from them they provide account information and then they close stating the can not discuss any further with me because I am not the membership holder. This is after they provided information they claimed they could not. They are highly unethical in their business practices and do not agree to an agreement they created.

    Business Response

    Date: 12/02/2024

    The Corporate Headquarters in ***** handles all memberships for all Urban Air Adventure Parks.  Our understanding is that Mr. ******* is not on the signed contract for the membership therefore does not have authority to request cancellation of the membership.   The membership team has asked for a doctors note from the contract holder that doesn't need to state specifics as to what the illness is and they will discuss further steps to early terminating the membership contract in question.  Memberships at Urban Air Adventure Parks are a 12-month commitment that have a signed contract.

    Customer Answer

    Date: 12/03/2024

     
    Complaint: 22596993

    I am rejecting this response because: The money is taken from my bank account. They agreement is under my wife's name and I have direct consent from my wife to handle this matter. There has been countless communications between myself and urban air over this matter. They have discussed every aspect with me. My wife attempted to cancel in September and they refused. Their refusal is a violation of the very agreement they created and had my wife sign. They requested personal medical information relating to my wife, they were told the information would be provided if they could prove their HIPPA compliance. They have not been able to do so. 

    Sincerely,

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

    Business Response

    Date: 12/06/2024

    Urban Air Port Richey can discuss with Urban Air Corporate and possibly work out an early termination but there would no refund.  We will discuss with Corporate and let you know.

    Customer Answer

    Date: 12/09/2024

     
    Complaint: 22596993

    I am rejecting this response because: Doing the early termination is the least you should do. The early cancellation happening doesn't negate your breach of your contract, that you created. Nor does it address your illegal and unethical practices. It is your choice weather or not you do as you should and refund the payments since September when you were notified of the request to cancel and the disability. If you do not refund the money, then other avenues for a reasonable resolution will be initiated. 

    Sincerely,

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

  • Initial Complaint

    Date:06/26/2024

    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 am a single, unemployed mother of 2 and purchased these 2 memberships so that my daughter can practice her flips for her gymnastics competitions....I see that it says no refunds and I wouldn't ask for a refund except that it did not state that you are not able to flip. That was the whole purpose of me purchasing these memberships. It should be more specific as to what things are able to be performed and what transactions cannot.I feel this is deceptive advertising and I am requesting a refund.

    Business Response

    Date: 07/08/2024

    Urban Air has a no refunds or exchanges policy.  It is stated on all our ticket packages.  All Urban Air Adenture Parks have a no flip/tuck policy that was implemented in March 2024.  The guest came into the park on 6/7/24 and used the Summersational Play Pass.  The Summersational Play Pass is a 3 month pass that gives them access to all our attractions as long as they meet the height requirements.  There are still many attractions that can be used - Bumper Cars, Virtual Reality, Virtual Laser Tag, Sky Rider, Ropes Course, Climbing Walls and our trampolines.   We understand that it is frustrating that her daughter cannot do flips in the park anymore but she can still participate in our other attractions.  At this time we are not able to refund the Summersational Play Pass.

    Customer Answer

    Date: 07/09/2024

     
    Complaint: 21898979

    I am rejecting this response because:I specifically paid for this for my daughter to practice. The other activities are not what I need. I cannot afford to pay for fun activities. I was doing this for her competitions. 

    I feel there needs to be a more comprehensive and thorough policy. For someone that has never been there before how would I know about the no flipping rule. 

    This is not very helpful at all. I guess I will have to spread the word throughout the gymnastics community.

    Thanks for nothing.
    Sincerely,

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

Urban Air Port Richey is NOT a BBB Accredited Business.

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