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Business Profile

Trampolines

Urban Air Omaha

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 4 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:07/17/2024

    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.
    I’m trying to cancel a monthly membership. I went in person (how I originally signed up for it) and they told me I had to cancel online. There is option to cancel online. You have to go to contact us and send them a message to get back to you. They say to expect a response in 72 hours. I have completed this twice and still no response after 10 days. I tried to call today. Got routed and there is over a 30 min wait. I’m just trying to cancel the reoccurring membership.

    Business Response

    Date: 07/18/2024

    The contract for membership at Urban Air is between the guest and our Corporate Office, with the selection of a "home park" (Omaha) where you will be visiting. Though you might have completed the membership from an electronic device inside our park, the park itself is not a party to that contract and cannot manage it. The online Membership form is the correct way to communicate with the Guest Services team at the Corporate Office that handles all Membership related issues and inquiries. They require written communication for verification of any changes to the contract you signed. We were not aware that their team has fallen behind on responding to inquiries - we will follow up with them ASAP to assist in getting you the necessary reponse. Our apologies that this has taken multiple requests. 

    Customer Answer

    Date: 07/18/2024

     

    Complaint* ********



    I am rejecting this response because:

    I understand that is your franchise talking points. It’s unacceptable the “corporate” policies are that backed up for a ridiculous membership and just for basic communication. I signed up in person in Omaha, I should be able to cancel in person. 




    Sincerely,



    ****** *****

  • Initial Complaint

    Date:04/25/2023

    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.
    I purchased two memberships for my kids well over 12 months ago. They used it at first but have not gone in quite some time so i have been attempting to cancel my memberships which they make impossible. They say the only way to cancel is online but there is absolutely no way to do it. I have repeatedly sent requests to them through the "contact us" on their webpage with no response. DO NOT enter their 12 month agreement, it is a scam and this company should be ashamed at how they treat their customers.

    Business Response

    Date: 04/26/2023

    The customer's membership contract is with the Urban Air corporate headquarters, with Omaha designated as the "home" park. The contract specifies the length of the term and the email address where cancellation notices are to be sent so the request is documented in writing and reaches the correct team for processing. Per the notes that we are able to review locally on the customer's account, the memberships were cancelled 4/25/2023 at customer request. 

  • Initial Complaint

    Date:11/29/2022

    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.
    It's impossible to cancel you membership. We have contacted them several times and they just keep stringing us along. ******************************** Will have to go directly to credit card to cancel.

    Business Response

    Date: 01/02/2023

    Business Response /* (1000, 8, 2022/12/12) */
    Based on the information Urban Air ******* has available, it looks like Ms. ****** has a membership with the Omaha location. Our location would have no ability to adjust anything with a separately owned and operated Urban Air. It does look like all of Ms. ******** memberships have been canceled as of 10/2/2022 by the Omaha Location.


    Business Response /* (1000, 13, 2022/12/12) */
    Customer's memberships were canceled on 10/9/22 per our records.

  • Initial Complaint

    Date:09/30/2022

    Type:Customer Service 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 have a membership and I fulfilled the 12 months per the contract. I would like to now cancel my membership. All information provided states that you must cancel online on their website. I have investigated every link available on the website and there is NO place that allows you to cancel your membership. This is a deceptive practice. I want my membership cancelled immediately with no further charges.

    Business Response

    Date: 10/24/2022

    Business Response /* (1000, 5, 2022/10/03) */
    Customer's contract with the Urban Air corporate office states they are to EMAIL their request to cancel to *****************************. The staff there will review the fulfillment of the terms of the contract and cancel if those have been met. The local park is not a party to the contract.


    Consumer Response /* (2000, 7, 2022/10/03) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    No where on the website does it state you must email, only that you can cancel online on the membership section. It is also not stated clearly anywhere on the website that you must email. I was able to get it cancelled by using the "contact us" section of the site. However, the site gives no prompts to direct the customer to do this. I accept the response because my issue was resolved, but stating that the local store is not party to the contract is nonsense. I signed up based on information provided to me by employees of the local store, and their location is the only one in my city. They are Urban Air, profited directly from my memberships, and are directly benefitted by the intentionally difficult cancellation process.

Urban Air Omaha is NOT a BBB Accredited Business.

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