Complaints

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.

• Initial Complaint

  Date:06/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Party host didnt want to work, she hid cups from my party, she added children to my party list that wasnt with me, manager would not do anything to help solve problem. They also refused me from bringing pizza for the 1 child with ************** after agreeing upon booking the party. Employee threatened to punch my 65 year old grampa - complete racist against me and my party. Threatened to get violent with us and when I call to report this with complaint - they tell me Im banned and wont help at all. I pray experience ever! With no remorse do not go here.

  Business Response

  Date: 06/14/2025

  To Whom It May Concern,
  Following a thorough internal review of Ms. Rachel Smith’s party held at our facility, we would like to address the complaint submitted and provide clarification regarding the reported concerns.
  Ms. Smith arrived at 5:30 p.m. for her scheduled 6:00–8:00 p.m. party. As outlined in our booking confirmation, parent hosts are welcome to arrive up to 15 minutes before their start time to set up. The designated party host is scheduled to clock in 20 minutes(5:40 pm) prior to party start times in order to prepare and greet guests accordingly. While we understand the guest's desire to begin early, the request was outside of our standard operations, which caused initial frustration.
  The assigned party host for Ms. Smith’s event is also one of our weekend party leads—an employee promoted based on strong performance, professionalism, and a consistent record of excellent customer service. Unfortunately, reports from several staff members indicate that Ms. Smith and several of her guests engaged in rude and disrespectful behavior toward the party host and later, the on-duty manager as well. These included dismissive language, refusal to follow guidance, and confrontational demands that extended beyond our closing hours.
  All of our employees are trained in customer service and de-escalation techniques to help manage challenging interactions respectfully and calmly. At no time during the event did any staff member threaten, intimidate, or act aggressively toward Ms. Smith or her guests. In fact, despite repeated verbal confrontations from guests, our staff maintained a professional demeanor throughout.
  Our standard party package includes two hours of activities and, when upgraded to a private room (as in this case), additional benefits such as two pizzas, a 10-minute private dodgeball game, and access to a dedicated TV. Food service typically occurs around the midpoint or final 30 minutes of the party. Despite staff announcements, Ms. Smith’s group declined to participate in the private dodgeball game at the scheduled time, and delayed food service, pushing the event into our 8:00 p.m. closing time. After the café had closed, additional requests for drink refills were made, and team members again encountered disrespectful behavior when explaining that service had ended.
  Regarding food policy: we maintain a clearly stated “No Outside Food or Drink” policy, with limited exceptions for food allergies- allowing only a single-serve item for the individual with the allergy. In this case, a full outside pizza was brought in, which exceeded the permitted accommodation. Staff communicated the policy and still made a good faith exception by allowing two slices to be served.
  Following the party, Ms. Smith submitted a complaint to our facility. During a follow-up call, our General Manager respectfully informed her that due to the overall behavior and disruption caused, she and her group would no longer be permitted at our location. It was only after this conversation that she indicated her intent to dispute the charge.
  Please find attached the itemized invoice, which includes:
  Base party fee: $319
  Private room upgrade: $75
  20 jumpers (guest list on file)
  6 additional pizzas
  2 pitchers of soda
  Our staff made every effort to accommodate Ms. Smith’s group within the boundaries of our policies and operational procedures.
  We value all guests and take every complaint seriously. However, we also stand by our commitment to ensuring a respectful and safe environment for both guests and employees. Given that all services and items associated with the party—including staffing, entertainment, food, room rental, and attractions—were delivered in full, no refund is warranted or due.

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23442693
  
  
  
  I am rejecting this response because:
    They are horrible customer service, they was lazy and didn’t want to work and made a point to ruin our event and charge me for children that wasn’t even my party. Didn’t aloud a child with celiac disease her food, along with a list of other complaints the point was this is ?? a racist encounter in my part. The party host and all employees working at the time which was like 3-4 employees total was all African American and they was beyond rude, threatened violence and when I asked the manager to please review their surveillance camera footage she said it doesn’t record voice? Convenient for the employees they won’t have to be held responsible for their horrible behaviors .. the owner will eventually realize their employees are running this business to the ground - as a owner of my own business I would value a customer to tell me how my employees was operating. Apperintly urban air white marsh doesn’t care. Sadly lost our business of a frequent local customer  
  
  Sincerely,
  
  
  
  Rachel Smith

• Initial Complaint

  Date:03/11/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Had a birthday party in February. The lights went out three times while being in the location. The birthday party was paused for half the time allocated for the birthday party, one kid was even scared. When speaking to some of the supervisors they mentioned that they could do anything about the issue, and to call corporate to complain. Emailed them the day of and no answer. I call the following week, and they mentioned how they will let the location know, no one try to reach out to me. Try to follow up my call the following week and nothing. Im tired of trying to reach to the location and trying to voice my disappointment. I was a loyal customer, but now I am extremely disappointed of how they handle the situation. I really hope urban air can make changes and at least treat their paying customer with the expectation of what they agree on.

  Customer Answer

  Date: 03/12/2025

  As requested, I attached the photos of the invoice. 

  Customer Answer

  Date: 03/13/2025

  Trying to re attached the photos 

  Customer Answer

  Date: 03/21/2025

  I tried adding the photos of the receipt several times. I dont remember redoing another email about still not working 

  Business Response

  Date: 03/25/2025

  We appreciate the feedback and sincerely apologize for the inconvenience the guest experienced during his party. Unfortunately, the power outages were caused by extreme weather conditions, which were beyond our control. Our General Manager spoke with the party parent that day and offered either an additional 30 minutes of party time or return passes for a future visit, but both options were declined. I apologize that this complaint did not make it to the local level until now as we would have loved to resolve this issue. 

  Customer Answer

  Date: 04/05/2025

  Hi, just read the response from urban Air, I only spoke with the party coordinator and the supervisor on duty. 
  never offered me 30 mins extra because I would have love for the kids to have spend more time playing. 
  I only received a birthday ticket that I always received for birthday parties. The only thing they said is to call corporate, and the Supervisor was not able to do anything there. 
  Weather was fair, nothing extreme happened that day, but I guess excuses is what they do best. 

• Initial Complaint

  Date:03/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a 6 month membership and paid in full for my granddaughter in 12/24/24. The membership included several benefits that are now refusing to be honored. We went to Urban Air several times in in January and February using the bring a guest for 1/2 price. On Monday 2.17.25 I was told by employees that they no longer honor all the benefits of the membership I paid for. I was told there was nothing that could by done by the manager on duty and was refused any information on her manager. I was told to contact corporate office. It is going on over 2 weeks and I am not getting any answers. Corporate says there has been no change to my membership and is still waiting for the white marsh location to return calls. I was told today by ******* who says she is the manager that corporate has no say in what they do or dont honor at this location. ******* also is unsure of her managers name and contact information. I requested a refund for the membership and have been told by ******* that I need to get that from Corporate and told by Corporate that the location must issue the refund. I want a call from the owner of this location to resolve the issue and either honor all benefits of my prepaid in full membership or issue a full refund of all the entire membership.

  Business Response

  Date: 03/25/2025

  This complaint addressed on March 10 by the **. When the guest initially visited the park, the website indicated an "X" under the "Bring a Friend" column in the benefits section. To clarify the policy, the general manager contacted franchise support. Franchise support confirmed that the website information was correct, and the guest was informed accordingly. During her visit, the guest expressed frustration and was unfortunately discourteous to the assistant manager, who was actively working to resolve the issue while communicating with the **. Despite this, we accommodated her and her granddaughter, granting them admission to the park, and she mentioned that she would follow up with membership support. Following her visit, franchise support later notified the ** that the website contained an error and would be corrected to ensure brand standardization. The ** contacted the guest on March 10 to discuss her concerns and apologized for the confusion. Guest returned to the park on March 12 and did not report any further issues.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23038759

  I am rejecting this response because:
  I want to point out that I was not discourteous to the assistant manager. I was informed by the assistant manager that there was nothing she can do when I provided proof that my membership did in fact include the bring a friend benefit. I have She was not willing to provide any information of this supposed change to my membership stating I only work here and that I have to take the issue up with the corporate office and giving me the phone #. It took nearly 3 weeks to finally resolve this issue. 
  
  However, I did receive a call to inform me that they had updated their website to show the bring a friend benefit has been reinstated. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/31/2025

  I am satisfied with the final result. 
  I disagreed with the statements made by Urban Air. They were not helpful in resolving the situation. It took many phone calls to corporate and emails over a 3 week period to finally get a response from the GM. 
  Urban Air stating they were being helpful and that I was the one being discourteous is a lie. 
  My reply was to only correct the events that took place.

  thank you

• Initial Complaint

  Date:01/31/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 would HIGHLY advise anyone considering spending money at this place to RUN. Don’t do it!!! This place is a complete scam with no customer service. I paid $500 for my son’s birthday party the kids were promised all day play as advertised in the party package, just for us to be put out 20 mins after our party slot. For the children they have working to then argue with me about me being wrong and them being right. I asked them to provide proof of this “capacity” policy that gives them the right to dismiss groups due to capacity and they couldn’t find it! It doesn’t exist!! This party happened 2 weeks ago I’m still calling and waiting to hear back regarding my refund. They have no corporate office number or email, please just stay away from this scam of a company. They literally stole $500 from a single mother. Shame on you all.

  Business Response

  Date: 02/06/2025

  Thank you for your correspondence regarding Case #********. We value your feedback and are committed to ensuring that all of our guests have a positive experience with Urban Air.
  
  We’re truly sorry to hear about your experience, and we sincerely apologize for any frustration caused. We strive to provide an enjoyable and safe environment for all our guests, and we take feedback like yours seriously.
  
  Our party packages include a two-hour reserved time, during which guests can enjoy the space and activities. After this time, we kindly ask guests to vacate the room or table to accommodate other parties. Guests are permitted to stay longer if capacity allows, certain cases of maximum capacity, guests may be asked to leave to ensure the safety and comfort of everyone. These guidelines are in place to comply with local fire codes and ensure we provide a safe experience for all guests. While we understand this may not be what you expected, we do have these policies to follow in accordance with the city, and they are aligned with standard safety protocols.
  
  We understand the importance of clear communication, and we apologize for any delays.
  Please rest assured that our intent is never to deceive or cause harm to our valued customers, and we are committed to providing the best experience possible. 
  
  Thank you, 
  Jessica
  Community Management 

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Sunday January 12, 2025. I had a private event at urban air white marsh. There were some issues during the party. However, when it was time to pay The cashier asked if we wanted tip. He read out a few tip amounts. We agreed on 10%. There is no display for customers to see what they are tipping or make the selection themselves only the cashier. There was no itemized receipt either. Once we left the park and got to the car we noticed there was a $132.39. At 10% the tip shouldve been about $50. I immediately went back inside to report the error to let them know the cashier selected the wrong tip amount. However they said the total amount was signed for it was out of there system and we could dispute with our bank or reach out to the contact us form on the website. Sunday I submitted a contact us form. I have yet to have someone from corporate get in contact with me. Also, i reached out to my sales representative she has also not returned my emails. It seems like the cashier pressed a higher tip so they can get more money and in that case it seems like its stealing. Im trying to get this matter resolved. I havent been able to find any contact info for urban airs corporate office or unleashed brands.

• Initial Complaint

  Date:03/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 members for over a year and we were on a month to month membership. urban Air started taking away the trampolines and installing new deluxe attractions after our first 12 mos. Of membership expired and we were month to month. Our kids were getting bored at the park being unable to use the new attractions, so I upgraded the membership to deluxe last November. Since then, every time we go the park is too crowded and the lines are way too long for the deluxe attractions. There arent enough trampolines for the kids to use because so many were removed for the new attractions. They dont have enough staff working for all of the deluxe attractions to be open at the same time, so the lines take forever. Now my kids dont want to go to the park because of the lines. When I tried to cancel my membership, I was informed several days later via email that when we upgraded it started a new 12 month membership, and I have to wait until November to cancel it. I was also told that they would not accept my current request to cancel the membership and would have to tell them again in November (which feels like theyre hoping I will forget so they can keep charging me). There is not link on the website to cancel which makes it difficult to do. They need more staff working and more attractions opened at the same time to cut back on the lines.

  Business Response

  Date: 03/28/2024

  Dear Ms. *********

  We are in receipt of your correspondence regarding Case # ********.
  
  We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
  
  Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have made a concession to terminate your 12-month membership agreement early and have processed your request to cancel without penalty. 
  
  Your cancellation request is 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. Complete details of the membership terms can be reviewed here:  ****************************************************************************************
  
  If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;
  
  Thank you!
  
  
  Best Regards, 
  
  ****
  Manager
  Guest Loyalty Team
  

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased membership passes for my kids and I to urban air. I didn't realize it locked ** into a 12 month contract and no where did it state that it did. I've had my memberships for under 48 hours and even offered to pay full ticket price to right the wrong. And all they could do is point me to the user agreement. What a fraudulant way to run a business. I live 50 miles from the nearest Urban air. I would never sign up for a year contract knowingly. All i want is my contract terminated. I will pay for the day that we utilized the facility.

  Business Response

  Date: 01/13/2023

  Dear ****************,
  
  We are in receipt of your correspondence regarding Case # ******** ("Case"). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
  
  However, on January 6th, ********************************** the following response:
  "Hello ****,
  
  Thank you for reaching out regarding Urban Air Memberships. We received your inquiry however we can not release you from your contract under the relocation provision. When the agreement was signed, you were already more than 25 miles from the nearest Urban Air therefore the provision does not apply.
  
  If you still wish to cancel please respond to this email requesting the early termination fee calculation. Otherwise you may contact us at the end of your 12 month contract.
  
  Thank you!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"
  
  Complete details on the membership agreement can be viewed here: ****************************************************************************************
  
  We look forward to seeing you at the Park.
  
  Best Regards,
  *************************
  Guest Loyalty Manager

• Initial Complaint

  Date:12/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  As many others have stated I am trying to CANCEL my membership because there doesn't seem to be any way to actually do that. I loved my local urban air and held my kids birthday party there but because of the method of membership run around for payment I will telling everyone I know not to bother with the memberships or hosting birthday parties there. It's really not worth supporting such a shady company.

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 7, 2022/12/29) */
  Dear Ms. Hedgepeth,
  
  We are in receipt of your correspondence regarding Case # ******** ("Case"). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
  
  Urban Air Memberships are a great value with unlimited visits and significant savings compared to full admission prices. All memberships require a one-year commitment in order to be able to offer such a great monthly membership rate. As stated online and in the membership acceptance agreement you can cancel your membership any time after the twelfth payment.
  
  You have 1 monthly payments remaining prior to completing your 12-month term.
  
  Once you have made your 12th payment, please Contact Us at ***********@urbanairparks.com and request to cancel due to completing your term. However, if you wish to continue after the 12 months it will be on a month to month basis, it will not start a new 12 months.
  
  Best Regards,
  
  Vanessa *****
  Guest Loyalty Manager

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2020 I purchased a 1 yr. pass for my 3 grandchildren for Christmas to Urban Air. I wanted to pay the total price that day and was told it had to be done in monthly payments deducted from my bank account. So I sing up for it. Covid hit and they shut down the facility. My grandkids only had about 3 visits. I sent an e-mail to their site asking about the membership and would I be reimbursed for the months they were unable to go. No response. Then they opened again I don't know when because I was never informed. Long story short, they've been deducting money from my account since 2020 until now. About $1,009. I called corporate office and was told I couldn't get reimbursement or credit for the kids for the months they weren't using the facility. So I had them stop the deductions And they told me they had no record of my e-mail or the one my son sent. How convenient! And they said it was my responsibility to stop the deductions from my account by contacting Urban Air. I only realized a few weeks ago they were still taking money from my account. All I wanted was 1 year passes for my grandkids. I feel they took advantage and would not recommend Urban Air to a single soul. I think they are thieves and con artists.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 7, 2022/08/11) */
  Dear Ms. ******,
  
  After conducting extensive research for Ms. ******* membership contract, we are unable to locate an individual by the name of ***** *****. Unless there is additional information Ms. ***** failed to provide in her complaint to your office, we are unable to further review. Further, per the membership agreement, Section 1 States the following:
  
  BY ENTERING INTO THIS AGREEMENT, YOU ARE COMMITTING TO A 12-MONTH MEMBERSHIP TERM ("INITIAL TERM"). EXCEPT AS PROVIDED HEREIN, YOU MAY NOT CANCEL YOUR MEMBERSHIP DURING THE INITIAL TERM. AT THE END OF THE 12-MONTH INITIAL TERM, THIS MEMBERSHIP AGREEMENT WILL AUTOMATICALLY BE RENEWED AND CONTINUE ON A MONTH-BY-MONTH BASIS UNLESS TERMINATED IN WRITING BY YOU OR US IN ACCORDANCE WITH ITS TERMS.
  
  Best Regards,
  Vanessa *****
  ***** ******* *******

• Initial Complaint

  Date:07/21/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 obtained a membership in June 2021, I waited the 12 month required period expecting it to grow on my children but we only went 3 times in the last year. Now that my 12 month required membership is over I would like to cancel my membership, I logged onto the website and could not find the option anywhere in the member portal. I reached out via telephone and was told I could only process a cancellation via the website, when I informed the gentleman that there was no option on the website to cancel I was told to just wait for the option to come back to the website and he did not know when that was going to be. That is absolutely ridiculous! I want to cancel my membership now, I cannot afford to continue paying for a service I don't even use.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Dear Ms. ******,
  
  We are in receipt of your correspondence regarding Case # ******** ("Case"). We at Urban Air take consumer inquiries seriously and want our guests to be more than satisfied with their Urban Air experience.
  
  On July 23rd, 2022 we posted the following in response to your complaint:
  "Hello ******,
  
  Thank you for reaching out regarding Urban Air Memberships. We hate to see you go. We have processed your request to cancel your membership.
  
  If you decide you would like to participate in our Membership program in the future please visit: https://www.urbanairtrampolinepark.com/membership. ;
  
  Thank you!
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"
  
  Please do not hesitate to reach out if we can be of further assistance.
  
  Best Regards,
  Vanessa *****
  Guest ******* *******
  
  
  Consumer Response /* (2000, 9, 2022/07/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)