We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Entertainment

Urban Air Trampoline & Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Entertainment.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair 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 bought a yearly membership on July 16,2023. I sent an online request, on July 14th, on the Urban Aire website to cancel my membership before it was due for renewal on July 16,2024. I received a declined payment notice on July 16,2024. Since then, I have emailed 5 additional times and sent another online inquiry requesting the cancelation of my membership. I also called the *************** asking to cancel it and was told that I needed to contact the office. When asked for that information, the sales rep and manager did not the number and asked that I submit another online inquiry. I finally was given the owners email address to take care of the matter. I havent hear anything from Urban Aire Meridian or its corporate office to help me cancel my membership.

    Business Response

    Date: 07/23/2024

    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. 

    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 for being an Urban Air Member. 

    Best Regards,
    ****
    Manager

  • Initial Complaint

    Date:11/03/2023

    Type:Order 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 contacted Airban Air when I arrived home by email. After finding out that I was signed up to a 12 month contract without my knowledge. Which I have attached screenshots of the conversations which are time stamp. Urban Air proceeded to add a parent membership to the account without my consent. Urban Air is not using good business practices. I have requested to cancel my membership several times. Urban Air is not following the **** Of BUSINESS PRACTICE. Which states You must act honestly and not engage in unfair dealing practices or to violate the law.

    Business Response

    Date: 11/04/2023

    Dear **********, 

    We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban **************.  

    We have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

    Your cancellation request is effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: 
    ****************************************************************************************

    If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;

    Thank you!

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

    Senior Manager
    Guest Loyalty Team
    Urban Air Adventure Parks - Membership


  • Initial Complaint

    Date:04/03/2023

    Type:Order 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 signed up for a monthly membership to Urban Air in ************. In January 2023. It was intentional to only get a month to month membership because there are multiple reviews that stated how unsanitary it was and most of the attractions are shut down a lot of the time. I figured worst case we have a membership for a month or two. We decided after the first trip it was not something we would like to continue with. I forgot to reach out before the next payment, which is fine. I just wanted to cancel it going forward. Then I received an email saying there was a contract foe 12-months and I would not be able to cancel. I could find the contract information on my profile or email confirming my membership. I was not able to find any indication outside of what I am being told that I am under a contract. I replied **** saying I could not find any information about a contract on my profile or in my email. I received an email bavk confirming my membership would be canceled 10-days from February 13th, 2023 per the email below. Hello Alyssa,Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership(s). Your cancellation request is effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: **************************************************************************************** If you decide you would like to participate in our Membership program in the future please visit: ******************************************************************************. Then I received a charge mid-March, so I reached out again and was told that email was sent in error and I am under a annual pass, which isnt even offered ar this location. I have not been able to find any indication of a contract while signing up or after being given instructions to check my email and membership profile.

    Business Response

    Date: 04/28/2023

    Dear **************,
     
    We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
     
    Urban Air Memberships are a great value with unlimited visits and significant savings compared to full admission prices. However, we have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

    Your cancellation request is effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: 
    ****************************************************************************************

    If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;

    Thank you!

    *************************
    Guest Loyalty Manager

    Business Response

    Date: 04/28/2023

    Dear **************,
     
    We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
     
    Urban Air Memberships are a great value with unlimited visits and significant savings compared to full admission prices. However, we have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

    Your cancellation request is effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: 
    ****************************************************************************************

    If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;

    Thank you!

    *************************
    Guest Loyalty Manager

    Business Response

    Date: 04/28/2023

    Dear **************,
     
    We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
     
    Urban Air Memberships are a great value with unlimited visits and significant savings compared to full admission prices. However, we have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

    Your cancellation request is effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: 
    ****************************************************************************************

    If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;

    Thank you!

    *************************
    Guest Loyalty Manager

    Business Response

    Date: 04/28/2023

    Dear **************,
     
    We are in receipt of your correspondence regarding Case # ******** (Case). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
     
    Urban Air Memberships are a great value with unlimited visits and significant savings compared to full admission prices. However, we have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 

    Your cancellation request is effective 10 days after it is received. Any payments due under this Membership Agreement prior to the cancellation effective date will be charged by us as scheduled. Complete details of the membership terms can be reviewed here: 
    ****************************************************************************************

    If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;

    Thank you!

    *************************
    Guest Loyalty Manager

Urban Air Trampoline & Adventure Park is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.