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Business Profile

Trampolines

Urban Air Trampoline Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 8 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:11/15/2023

    Type:Service or Repair 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.
    Similar to others complaints, I'm filing this complaint against Urban Air Adventure Parks due to their predatory membership policies which make it extremely difficult to cancel membership and cease payments to the company. I signed up for a membership in October 2022 for my son. I understood the 12 month policy but to automatically extend it because I added another membership in March??? That is fraud!!! You have tons of stuff to read and after I signed up my son, there should have been an acknowledgment that I was extending my sons other membership. This company is very deceiving on what they advertised to cancel after 12 months!!! We have since then completed the 12 month for my first sons "initial period" and have made multiple attempts to cancel our membership only to be told that we cannot cancel because of my others sons membership which should not be allowed to be combined for the financial benefit of the company. I will be talking to an attorney. The only available option is to log into the membership portal and complete the process online, which I have done and still have no confirmation or reference number. The company is doing this deliberately to make more money and that makes it fraudulent. I will make sure everyone of my friends and families knows this about Urban Air.

  • Initial Complaint

    Date:11/09/2023

    Type:Service or Repair 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 had never been to Urban Air. my daughter got invited to a party. went on the web site. No where does it state that parents get in without any kind of admission. I purchased the ticket i needed and also added parent ticket and socks. I get there and see parents going in. So i ask do i need this ticket. No. i bought it online so they said they could not help with it. I contact corporates email and explain that the website does not state about parents getting in without cost. they said the ticket is valid for 90 days and cannot be refunded. i explain that for safety I will not participate in any of the activities and ask to put the money towards a ticket for the next week for my daughter. The highest price ticket and now she wishes to go back for her birthday. *** responded back and said no help. I then send the first response from their team saying to contact back for help to which i did. I get it.....but seriously if you know you are getting the money back, why wouldnt you. the location was fun but all this dispute for a measly amount compared to what I am about to drop, this will be out last time supporting this company. apparently they do not care since i should have looked at all the negative reviews online and it seems it is the brand not the individual location. i will send any receipt or provide email chain of over 8 responses back and forth if requested. it doesnt even look like they care to respond to any issues from anyone.

  • Initial Complaint

    Date:08/02/2023

    Type:Service or Repair 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'm filing this complaint against Urban Air Adventure Parks due to their predatory membership policies which make it extremely difficult to cancel membership and cease payments to the company. My wife signed up for a membership in June of 2022 for myself and other members of my family under the impression, as advertised at the time, of being able to cancel anytime. She unfortunately was not made aware of the companies initial 12 month "no cancellation" policy until we concluded that we did not visit the park enough to warrant the membership fees and attempted to cancel. We have since then completed the 12 month "initial period" and have made multiple attempts to cancel our membership only to be told that we cannot cancel via phone, email, in person or in writing. The only available option is to log into the membership portal and complete the process online, however the website does not provide any links, options or instructions for cancelation of membership.

  • Initial Complaint

    Date:01/05/2023

    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 October 10, 2021, I purchased one child membership and two parent memberships. I am outside the 12 month initial agreement and want to cancel my membership. I tried to cancel back in November however, there was no way to cancel online. Based on the user agreement the only way to cancel your membership is via online. However, there is no option online to cancel. I went in store and called corporate, and was told the only way to cancel was online, but they could not explain how to do it. I feel this is a breach of the user agreement since I am trying to cancel outside of the 12 month agreement and urban air is not allowing me to. Today I am filing this complaint and I also sent Urban Air an inquiry via online.

    Business Response

    Date: 01/06/2023

    Dear ****************,
    We are in receipt of your correspondence regarding Case # ********. We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
    On December 26th, ******************************* response to your complaint:
    "Hello *******,
     
    Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership.
     
    If you decide you would like to participate in our Membership program in the future please visit: *******************************************************;;
     
    Thank you!
    Guest Loyalty Team
    Urban Air Adventure Parks - Membership"
     
    Thank you for being a valued Urban Air Member. We look forward to seeing you back at the park soon. 
     
    Best Regards,
    *************************
    Guest Loyalty Manager

    Customer Answer

    Date: 01/07/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:11/05/2022

    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.
    Like all the other complaints Urban Air has made it IMPOSSIBLE to cancel your membership online, though they claim this is the only place it can be canceled. I called and was told I am not able to cancel via phone, I went to the location and was told I am not able to cancel in person. They state you can ONLY cancel online- but there is NO option to cancel online. This is NOT OK! I'm posting here in hopes that I am able to cancel my membership and also get them to fix the issue moving forward so others are not affected in the future. Urban Air clearly makes this impossible to cancel which is HORRIBLE business practice. I noticed in every reply they never actually say how to cancel, only that they will cancel the account. How about detailing how to cancel for those trying to do so honestly. I have tried to resolve this with the business many times with no luck

  • Initial Complaint

    Date:08/31/2022

    Type:Service or Repair 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.
    In April of 2021 we went as a family to Urban Air to celebrate a birthday with family. This location is over an hour from our home so we were only going to visit for the day. The building was packed. There was not a good organization of line to check in, the staff was also all over the place (as in they did not seem organized and well functioning) once we made our way to a very packed front desk, the staff had us fill out a form that mentioned a membership. We asked the staff about this and verified that we did not want a membership. They assured us that it wasnt a membership and we would be fine. After a month after our visit, we noticed another charge to our card was made from Urban air. We called and they informed us that it was a membership for a minimum of 12 months. There was nothing they could do despite the fact that the staff told us it wasnt a membership and had us fill out that form themselves. (Keep in mind this was the form they told us to fill out). Fast forward 12 months and they were still taking their monthly fee of $68 out of our account. We called them multiple times to cancel and they assured us it was canceled back in April of 2022. It however was not canceled and it continues to come out of our account after our forced 12 month unwanted membership was over. We called multiple times to corporate before and after the 12 months to discuss this matter and nothing was ever resolved. We finally actually had our card information changed by our bank so they could not take any more money out. However, they STILL found a way to charge us with our new card information and are continuing to take out money from us on a monthly basis to this day. We have called corporate many times and nothing is changing. They keep taking money from us and despite our efforts, nothing is helping. This is robbery! Please please help us!!!

  • Initial Complaint

    Date:08/23/2022

    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 reached out to Urban Air regarding cancellation since it says cancellation info is online. There is not any cancellation information online so I emailed regarding a membership cancellation due to one person moving to **, *******************. I also had a duplicate membership by accident that needs to be cancelled under *****************************. My card was charged over $100 yesterday and I tried to take care of this before. I received a generic response about no refunds given but there is a cancellation policy if there is a move far away. My duplicate acct was not even address. The other complaint is that the skydiving and go karts are not available often and some attractions are broken. I need my membership for my two that I want them keep downgraded.

Urban Air Trampoline Park is NOT a BBB Accredited Business.

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