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Business Profile

Trampolines

Urban Air Trampoline & Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 5 total complaints 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:01/26/2024

    Type:Sales and Advertising 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.
    Urban Air Park in Noblesville, ******* is advertising when purchasing a party pack that thr tickets are all day with a contingency if capacity allows. However when we attempted to go in 2 hours before the party time since it says all day we were not allowed. There is no legal disclaimer to review and sign that says you cannot go in beforehand. This is false advertising and is not legal. I have also contacted thr city of Noblesville as well regarding this.

    Business Response

    Date: 01/26/2024

    *****,

    Thank you for bringing to our attention your concerns regarding ALL DAY PLAY at Urban Air. I left a voicemail in attempts to address these concerns earlier today. We strive to create fun and memorable experiences for every guest in our park and are always willing to make accommodations when possible or clarify policies when needed. 

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

    Regional Manager

    Urban Air Noblesville & Fairfield Township

  • Initial Complaint

    Date:12/12/2023

    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.
    In April of *********************************** ******* from ****************. They wanted to go to a trampoline park so we decided on Urban Air in Noblesville *******. We had to prepurchase tickets online. I did this and unintentionally checked a box for membership with a reoccurring monthly payment. As soon as I realized my error I asked for a refund and to cancel the membership. My grandchildren live in a state where there are no Urban Air locations. I was told that I would have to purchase tickets for the day we did go and they would cancel membership but would not issue a refund for any fees that I had already paid. I tried to do this even though I don't think it was a fair offer. I'm ok to pay for the service we received but I feel like I should be refunded for the continuing payments. I am being charged approximately ***** per month for a service that we didn't want and cannot use. I would just like to be refunded the monthly fees that have been taken out of my bank account.

    Business Response

    Date: 12/13/2023

    ********,

    Thank you for reaching out. I have reviewed your profile and confirmed that your membership was never used past the purchase date. Our membership program falls under the responsibility of our home office team, but I have made a special request on your behalf that they refund you the difference of the corresponding day ticket price and the amount you have paid for the additional months. You should be seeing a refunded amount of $250.14 with an email confirmation from our home office team once they have processed my request. 

    Feel free to reach out directly to myself or our on-site team if you have any additional comments or concerns. 

    Thank you. 

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

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

  • Initial Complaint

    Date:10/11/2023

    Type:Billing 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 was booking a single visit and then the website directed me to sign up for a membership at a discounted rate so I signed up. Then, I was also charged for the single visit which was on 9/30/23. Urban Air is saying all purchases are non refundable but the membership should have been used for the visit, and the single visit should be refunded.

  • Initial Complaint

    Date:08/09/2023

    Type:Customer Service 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.
    In January 2023 I in error purchased a year membership pass vs a day pass at urban air. that same day I talked to the manager at the park in person who said I would need to contact their customer service to update my info, and reverse the selection. I did exactly what the manager said, and was told my selection was corrected and I only purchased a day pass. No monthly fees would be take out, and I did not purchase a membership. 6 months later I was notified my billing needed updated, and they have been charging me $18/ mth for a membership I was told I did not process. My email correspondence for recourse has disappeared. I emailed their contact form again to try to talk to a person to resolve this. The form says they will follow ** in 72 hours, but its been over that time. There is no phone number listed for customer service. Please look into thief practices of charging customers without consent and purposefully hiding communication and contact info.

    Business Response

    Date: 08/21/2023

    The membership program is managed by Urban Air Adventure Park's corporate headquarters.  After looking into this account, it appears that the guest already reached out to Urban Air corporate and a refund was applied accordingly back on 8/12/23 for any funds due to the guest.  Feel free to confirm with the guest that the refund has hit their account, but this looks like it was handled by our corporate team

  • Initial Complaint

    Date:11/21/2022

    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.
    Cannot cancel memberships. I have 3, two kids and mine. I am past the 12 months as of 11/19/22 that I signed up for. Says I can only cancel on the website but there is no place to cancel.

    Business Response

    Date: 12/13/2022

    This guests membership was already cancelled prior to receiving the BBB notice, indicating he reached out to our membership team the proper way via our website.

     

    Customer Answer

    Date: 12/13/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

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

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

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