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Business Profile

Recreation

Urban Air

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation.

Complaints

Customer Complaints Summary

  • 4 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:01/27/2025

    Type:Customer Service 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.
    On *********, I contacted Urban Air to inquire about their facility before driving 1.5 hours. I inquired about group tickets and bringing a cake. I was told that I could bring a cake and was told how to go online to purchase group tickets. I discussed the packages online with the phone representative. When entering Urban Air, I was approached by Destinee who asked me to turn my cake over to Urban's Air front desk staff as they must keep it at the front desk because I was not supposed to bring it in. I asked for the manager and spoke with Melissa who said that I could not bring the cake in also which contradicted what I was told over the phone before coming. I was coerced into leaving the cake at the front desk. I explained to the staff that when I asked about bringing in my baby's cake over the phone, I was plainly told "YES". I offered the proof of my call logs to no resolve. Had I known that I was not able bring the cake in, I would have chose another park/facility. My daughter who experienced a milestone birthday of ** was very disappointed and it put a damper on her birthday. We however stayed as I pre-purchased my tickets and drove too far to abort my visit to this park. After the children played many hours, at the end of the night (closing time), I went to obtain my daughter's cake from the front desk area and it was ruined/ melted! As a mother it is very important for me to capture the singing of happy birthday around the cake and my child blowing out her birthday candles for her milestone birthday of **. Keeping my cake at the front desk many hours while the kids played not only robbed us of capturing a special moment for my daughter, but it also robbed us of being able to use a cake that I paid for. Being refused the opportunity to do what I was initially approved to do over the phone and during our arrival has resulted in the loss of my daughter's cake and an emotional moment and grievance for my daughter and myself.

    Business Response

    Date: 02/03/2025

    We were sorry to learn of the confusion surrounding Mrs. ************ visit to the park to celebrate her daughter's birthday.  We host a lot of booked parties at the park and the assumption by the team member answering her question regarding bringing in a cake was that she had a booked party and was not just bringing in a cake for an un-booked party but as a walk-in guest.  We are glad that her daughter and friends were able to enjoy the park during their visit but saddened that her cake was not able to be a part of her birthday experience.  Both our GM and an owner reached out directly to Mrs. ********** and we have agreed to reimburse Mrs. ********** for the cake. We hate there was confusion surrounding the call and the cake but will be further training our team members handling calls to aid in avoiding this type of confusion going forward.       

    Customer Answer

    Date: 02/15/2025

    Though the ideal resolution was not obtained, I have accepted the company's resolution.  Issue is resolved.

  • Initial Complaint

    Date:09/24/2024

    Type:Customer Service 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.
    I’ve tried contacting urban air for over a month now. No one from the organization has been able to help me with my concerns.
    I visited urban air on Aug 5th and was very disappointed in the service. I paid a lot of money and was not able to enjoy any of the attractions due to the employees not being at there designated post I complained about this while there but still no one listen or was able to allow us on the attraction. My sons and I had to wait over 20 minutes for one ride before someone finally came over to let us on. This was the worse experience and want my money back!!!

    Business Response

    Date: 10/02/2024

    We are truly sorry your experience was not as well as anticipated. We strive to improve; we would like to resolve this issue by giving you 4 Platinum passes for your family on us!  

    Customer Answer

    Date: 10/02/2024



    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.




    Sincerely,



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

  • Initial Complaint

    Date:08/10/2023

    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.
    We signed up for an Urban Air membership for my children, but my autistic son couldn't handle the crowd so we haven't been back. I have attempted to cancel my membership repeatedly and they won't do it. They tell you when you sign up you can cancel at any time, but that's a lie.. so it's been charging me every month...

    Business Response

    Date: 08/10/2023

    We strive to meet the needs of all our guests, but we are understanding that our park may not be for everyone.  It is to be noted that when a customer signs up for a membership they are notified and agreeing to a 12 month commitment.  No where is it advertised that a membership can be canceled at anytime as per the complaint.  Our FAQ section of our website further describes the 12 month commitment and timing for termination (attached).   The memberships for both children tied to this account have been cancelled effective today.

  • Initial Complaint

    Date:05/01/2023

    Type:Product 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.
    I purchased a membership with Urban Air for my goddaughter and godson last week. After bringing my goddaughter who has ******** ****** on 3 separate instances she was told she couldn't participate in several of the attractions. After speaking with the manager I was told that she would not be able to participate in a lot of the stuff. I asked prior to purchasing the membership if they were handicap friendly and was told yes. She was embarrassed and upset by being discriminated against when she is perfectly able to do most things. I am requesting they terminate my membership immediately.

Urban Air is NOT a BBB Accredited Business.

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