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Business Profile

Trampolines

Urban Air Adventure Park of Frederick

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 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:06/24/2025

    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.
    Urban Air denied my kids the right to bring their water bottles into the park, despite there being a heat advisory in effect. I get the rule about outside food or drinks, but WATER?!?!

    Business Response

    Date: 06/25/2025

    Thank you for reaching out and sharing your concerns. We’re sorry to hear about your experience and appreciate you taking the time to let us know.


    We completely understand the importance of staying hydrated, especially during a heat advisory. While our general policy does not allow outside food or beverages, we do provide access to a water fountain on-site and cups of water at no charge from our cafe. We encourage all visitors to make use of this resources to stay safe and hydrated during their visit.


    That said, your feedback is valuable and we are reviewing how we communicate this policy—especially in extreme weather—to ensure it’s clear and that all guests feel supported.

    Customer Answer

    Date: 06/26/2025

     

    Complaint: 23505685



    I am rejecting this response because we have special filters on our water to help protect our kids from certain elements that increase problematic concerns such as adhd. I do my best to make sure they never drink out of water fountains because of this, so we bring our own water everywhere. 

    It boggles my mind that kids can take water bottles to school but not an indoor park. Kids could just as easily smuggle vodka into school (and I’m sure some do). It doesn’t make sense to penalize the many because of the actions of the few. 

    Thank you for your consideration! 



    Sincerely,



    Kendra Mcdonald

  • Initial Complaint

    Date:08/28/2024

    Type:Billing 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.
    $35.97 was charged me 23AUG2024 at 17:24 EST. I have been trying for months to cancel my two memberships with urban air, at 2 different locations Frederick, **********************. I filled out 2 of their form online to request that they cancel each of my memberships; 1 form each for both locations. There is no straightforward way, that I could find to cancel the memberships through their website. I can't contact them transparently, because, they indicate that I have to cancel membership in writing, which I have sent each location, yet as of 23August2024, I still was charged membership fee for urban air. I would like them to stop charging me for these memberships , I would like them to have stopped charging me months ago when I notify them I no longer wanted the memberships and wanted to cancel. I got a pop-up from my bank that I have once again been charged by Urban air and there doesn't seem to be any logical way to cancel through their website. I can book playtime at the urban air through their website; I can sign up for memberships through their website, but there's no way to cancel the membership through the website that I can perceive. *********** it seems there should be some way to cancel memberships through their website; since that's how customers interact with ********************** Air and that's how I signed-up for the memberships, and anytime I have gone to any of the urban Air was how I booked play time that I wanted to spend at the urban Air. The process to cancel membership is nearly impossible, other than sending them messages through their form, which I never get any responses to; because I filled out an individual message for each location telling them to cancel both of my memberships... both of them referring to the other one as well... since it's such a confusing process. Evidently their contact form is of no use when it comes to canceling the membership. They should be made to simplify the membership cancelation process.2nd identical complaint.

    Business Response

    Date: 08/29/2024

    All memberships are handled by the ***************** The guest will need to call **************, to cancel move and pause their membership. 

    Business Response

    Date: 08/29/2024

    Also the membership for this person has been cancel on my end for Urban Air Frederick Location. Please see the picture attached.

    Thank you.

  • Initial Complaint

    Date:03/25/2024

    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.
    Like others have said, I have been trying to cancel my membership for quite some time. The company says you can cancel online, but it is not possible. There is no way to cancel online. I feel like this may be intentional seeing how many people have complained and yet it isn't fixed nor adressed.

    Business Response

    Date: 03/25/2024

    I sent guest information to Corporate who handles all membership. I also let the guest know someone from there will be reaching out to them.

  • Initial Complaint

    Date:08/11/2022

    Type:Product 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 tried canceling my membership after 12 months. It is impossible, they said I can do it online but there is no option online. I tried calling them multiple times but no answers nor call backs. I paid 12 months of the membership, please let me cancel. If I get charged for my 13th month, I would like a refund as well.

    Business Response

    Date: 08/31/2022

    Consumer Response /* (2000, 6, 2022/08/15) */
    Hello, I was able to cancel my membership over the phone. Thank you

Urban Air Adventure Park of Frederick is NOT a BBB Accredited Business.

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