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Business Profile

Family Entertainment

Urban Air Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

This profile includes complaints for Urban Air Adventure Park's headquarters and its corporate-owned locations. To view all corporate locations, see

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Urban Air Adventure Park has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 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:04/04/2024

      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.
      In late 2022 or early 2023, I signed a 12 month agreement with Urban Air. Around August of 2023, I inquired about upgrading my daughter to a higher tier of membership, and spoke with the location manager. He assured me that this would not affect my membership and would not extend its term.

      But instead of upgrading her membership, he created a 2nd membership for her and I was billed for 2 memberships for 1 child for quite a few months.

      Upon discovering the double billing, I requested that my membership be canceled, as I was past the initial 12 months.

      Urban Air refuses to cancel the membership, stating that it was extended by the upgrade, despite the location manager saying it would not be extended.

      They also refuse to acknowledge that they double billed me for months, again caused by their location manager.

      I would like Urban Air to cancel all my memberships and apologize for this situation. This was entirely preventable if the manager had not lied about the upgrade extending my contract and if he had not created an entirely new account for my daughter, resulting in the double billing.

    • Initial Complaint

      Date:02/11/2023

      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.
      We completed the 12 months of payments for this membership and there is absolutely nowhere to cancel this membership!! **** * **** ** * ********** Would never recommend this place!!

      Business Response

      Date: 02/24/2023

      Our records indicate that your 12th payment was made on 2/6 and your next payment is due on 3/6. If you go to our website before that time and put in a contact us from informing our corporate office that you would like to cancel your membership they would be happy to get you taken care of. If you have any issues getting in contact with our corporate office through our website then email ************************. 

    • Initial Complaint

      Date:02/01/2023

      Type:Order 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.
      We have been trying to cancel our membership but have been unsuccessful. We have exceeded our 12 month minimum term but unable to cancel and are being billed monthly. We have been given a phone number to call but no one answers, or no one responds to emails. Additionally, nothing is on their website on how to cancel or an easy way to cancel. In fact, we've tried several times to cancel and thought it was so that last time our son went to Urban Air, we paid out of pocket (when apparently, we have a membership). This is extremely frustrating...

      Urban Air's contract indicates "Membership Cancellation. YOU MAY NOT CANCEL YOUR MEMBERSHIP DURING THE 12-MONTH INITIAL TERM EXCEPT AS PROVIDED HEREIN. After your 12-month Initial Term, you may cancel your membership at any time online at www.urbanairmembership.com. Memberships may not be cancelled by telephone, mail, email, or by fax and may only be cancelled as described in this section. Your cancellation request will be 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."

      This website does not appear to be active. All we are wanting to do is cancel our membership and can't do it. What a joke....

    • Initial Complaint

      Date:01/25/2023

      Type:Order 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.
      On August 15th 2022 I reached out to Urban Air via their online form requesting to cancel my membership. I was informed same day that I couldn't cancel until my membership had reached 1 year. In response I requested an exception. I explained that the only reason I had obtained a membership was because I had foster children and I was no longer in care of the children. I received a response stating that I still couldn't cancel without paying off what was owned on the membership. I reached out again on January 17th, 2023 and was told that they could cancel my membership with a letter from the case agent stating the dates the children left my care. I submitted the information to them and requested a refund for the 5 months I was charged between the first time I reached out and the January date. I received a response that they will be canceling my membership but would not give me a refund. I feel that I deserve a refund due to receiving the wrong information from them in August. I could have prevented paying for 5 months if they would have given me the correct information.

    • Initial Complaint

      Date:12/27/2022

      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.
      December 22nd 2022

      I purchased passes for my children to spend this day at Urban Air on December 22nd. I called the day before and confirmed the place would in deed be open. On the day of the 22nd I was called by the staff saying they were going to be closed that day and that they were sorry. I told them I'm not from ******* and we were just visiting that day so we wouldn't be able to make any other day work. The staff told me we would get a full refund but they couldn't do it themselves that it needed to be done through corporate and to request it on their website. I did exactly what I was told then the day of the tickets and cancelation. I was then emailed by the company by Dan ******* of the Guest Loyalty Team saying they would not refund my tickets. This is completely unacceptable. We purchased those tickets in good faith. Urban Air called and canceled our reservation then refused to refund our money. We want a full refund

      Business Response

      Date: 01/17/2023

      Consumer Response /* (2000, 6, 2022/12/30) */
      They finally submitted my refund.

    Urban Air Adventure Park is NOT a BBB Accredited Business.

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