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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

  • 1 complaint in the last 3 years.
  • 0 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:07/10/2023

    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.
    Hello, please contact me to close my membership. Urban Air makes it nearly impossible to cancel memberships. I cannot close it in person or on the phone.

    Business Response

    Date: 07/12/2023

    The membership is a year long contract that we do not cancel early as that is how we can offer the discounted rate. However if he has paid the year and still not been able to cancel I will message our corporate office to have his membership cancelled. My records show he started last July so he has done the year this month so I will contact them now.

    Customer Answer

    Date: 07/12/2023

     

    Yes, I have made 12 monthly payments so I should be able to cancel. However, when I visited the Urban Jump location in person, they told me to go online. When I go online, there is no way for me to cancel. I checked other BBB reviews and there are many other reviewers posting about how they cannot cancel.  There is no corporate phone number either to complain. 

     

    It looks like Urban Air purposefully make it difficult to cancel. Amazon was just sued recently for making the prime cancellation difficult by adding additional clicks, but Urban Air's difficulty of canceling is multiple times more difficult. This needs to be addressed and fixed. 

    Customer Answer

    Date: 07/12/2023

     

    Yes, I have made 12 monthly payments so I should be able to cancel. However, when I visited the Urban Jump location in person, they told me to go online. When I go online, there is no way for me to cancel. I checked other BBB reviews and there are many other reviewers posting about how they cannot cancel.  There is no corporate phone number either to complain. 

     

    It looks like Urban Air purposefully make it difficult to cancel. Amazon was just sued recently for making the prime cancellation difficult by adding additional clicks, but Urban Air's difficulty of canceling is multiple times more difficult. This needs to be addressed and fixed. 

    Business Response

    Date: 07/12/2023

    I understand that would be frustrating. I have contacted corporate and they have cancelled your membership and informed them of your grievance. 

    Customer Answer

    Date: 07/13/2023

     
    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,

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

Urban Air Trampoline Park is NOT a BBB Accredited Business.

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