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

Recreation

Urban Air Trampoline Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation.

Complaints

Customer Complaints Summary

  • 2 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:10/15/2024

    Type:Service or Repair 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 booked a party online via the urban air website on September 1st for an ************ Birthday Party for my sons 10th Birthday for the ****** location. I paid a deposit and received a successful confirmation number of 775493-3EE40905. Since booking on September 1st, I received party preparation emails and special event notices. I sent invitations to guests and all was well. I was led to believe that nothing was wrong with the party or the date as it was openly available to book with confirmation emails sent. A month later on October 7th, I received a call that the location was closed on the date the party was booked and to reschedule. The date is a non-negotiable and I was misled for over a month to believe that nothing was wrong which is not acceptable. I called and sent an email and I've received no response. I would like my deposit returned from this establishment.

    Customer Answer

    Date: 10/17/2024



    Better Business Bureau:



    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID 22427934. My issue is resolved and my complaint can be closed. 



    Sincerely,



    Kerin Myrick

  • Initial Complaint

    Date:01/16/2024

    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.
    Date of service: 1/13/24 Service: birthday party with private room Conditions of facility deplorable, unsanitary, multiple full garbage bags in children play areas, open cleaning chemicals left on floor in children play area. no soap in bathroom hand sanitizer broken in room.facility over occupancy, other visitors smoking marijuana in facility. Services not as promised upon reservation- no laser tag broken/ no bumper cars broken, other areas of park off limits due to no staffing. Food burnt. Deplorable conditions unsanitary, website indicates they have sanitation requirements they do not.

    Business Response

    Date: 01/25/2024

    Good afternoon,

    We apologize for your recent experience here at our park. I did go ahead and refund $613.31 for the price of the entire party. There was a tip left of $94.84 which I did not refund. 

    I would also like to mail passes to you for your to enjoy the park in the future and can assure you that your experience will be 100% better than what you experienced.

    Thank you, 

Urban Air Trampoline 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.