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Business Profile

Trampolines

Urban Air Trampoline Park

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:07/21/2022

    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.
    Hello,I have tried unsuccessfully to resolve a problem with Urban Air. On July 16, 2021, my babysitter tried to buy two day passes to Urban Air for my two children on her phone, using my ***************** She accidentally bought a year-long membership instead of day passes. I disputed these charges with **************** but was denied because she accepted the terms of the subscription service on her phone that day. Amex advised my best bet was to work it out with Urban Air directly. I called their corporate office to explain our sitter's mistake here and ask for some help and was told there was nothing they could do or would do to fix this human error. Therefore, my card has been charged every month for this service.I went to my local park (********, **) and the manager was able to change the email address from our sitter to mine (not the one associated with this complaint, but to my work email account. I can provide this if needed) so that I could at least log in. He said the subscription would come up for auto-renewal in July 2022 and I would get an email to cancel it at that point or accept the renewal. I never got that email and have been checking daily and was charged again on July 16, 2022 for another month.When you log into the account, there is nowhere to manage the subscription, request a cancellation or modification. You can add a payment type but cannot remove one.At this point, I consider this deceptive and unfair. I have tried every way I know how to cancel this subscription and have been thwarted. I understand that my sitter accidentally accepted the terms for a year-long membership in 2021 and have paid it each month, but was promised I would be offered the opportunity at the end of the 12 months to cancel, which I was not. I would like Urban Air to cancel this membership and stop billing me monthly for a service that we never intended to purchase.

Urban Air Trampoline Park is NOT a BBB Accredited Business.

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