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:02/08/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 initially contacted this company because I realized that they were still billing me as per my credit card statement told me. This shouldn't be cause I only wanted to pay 1 time for my daughters birthday. I realized immediately after purchase that I cannot find a cancel membership button so immediately after my reservation was up, I found an employee and explained the situation and told her I want to cancel the membership. She had me there for 10 mins and then told me she was able to cancel the membership. Now it's 6 months later and I just realized I'm still being billed on my credit card. I've only used their service one time for my daughters birthday in July of 2023 and thought it was canceled like I asked and they stated they did. Well now I've reached out to them explaining the same exact thing. I attached their response to this. No where did I read that I was obligated to pay for a full year, in no way did it state that very clearly. The only thing I signed to any affect is I signed an injury waiver for my 2 children and I. I now have to call my credit card and ask them to stop payment because they're refusing to cancel service. If this was an agreement it should have been stated very clearly cause I did not read that and they must have hid it in some fine print somewhere. That is completely unacceptable to force someone into a year when they just wanted a 1 month membership like I signed up for. 

  Business Response

  Date: 02/23/2024

  Our memberships are a 12 month commitment that they agree to upon signing up for the membership. It is a deeply discounted pricing due to that fact. The memberships cannot be signed up for or canceled in the park  

  Customer Answer

  Date: 02/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  No where on their page do they state that these are a 12 month contract. The only thing I've signed with them is a injury waiver which hasn't even been signed and updated since the last and only time I went to their establishment. The only time I was made aware that this is a contract is when I emailed them to ask why they are still billing me. You cannot even find this agreement they linked to me on their website unless directly linked to it cause I cannot navigate it on my own through their web page. No where in there does it or did it state that this is the monthly rate based on a 12 month agreement and I've provided that proof. They say they don't cancel memberships in stores but I'd expect they'd say that when their establishment is run poorly to begin with. I don't think they even have a clue what goes on in their establishment since the reason I won't take my children back is because their establishment is in a mall that is constantly over run with out of control teenagers and adults who run through all of the establishments there and it is not a safe place. Cops patrol the area constantly and these kids still run through and even shoot off in this mall causing 30 to 40 kids to run and cause chaos throughout the mall. The police go there at least once or twice a night. Their establishment is completely unsafe, their staff are inattentive and half their attractions either weren't open or the staff wasn't present to do their job. So I found someone who apparently wasted my time and lied to me because she didn't want to be the one to tell me their so called policy. I've even attached reviews, one in the same month i was there for the same reason, all from people with the same issue who wasn't told the same thing and I read their injury waiver top to bottom, I can recite it from knowledge cause I remember it containing death and fungus infections but I do not remember them saying anything about 12 months and neither did these people. They did not properly state their policy and make people aware of this, they've been billing me silently and it's been silently cause I never recieve emails from them for 7 months now and that is not okay. They should not be allowed to do this to people. Any other place clearly states the going rate and will include, monthly annually rates not just say this is the price right now. I signed 1 waiver I signed for nothing else not even the tickets, the only thing I signed for them was the injury waiver. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:10/29/2023

  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.

  Dear Sir/Madam,
  
  I am writing to file a formal complaint against Urban Air for unfair business practices and misleading contract terms. On 10/01/2013,I signed up for a membership with Urban Air, believing it to be a short-term commitment. However, I was shocked to discover that I had inadvertently entered into a one-year contract without being properly informed of the terms and conditions.
  
  Urban Air failed to provide me with a clear, transparent contract and did not adequately explain the membership details during the sign-up process. The lack of transparency and the absence of a detailed contract make it impossible for me to understand the terms of the agreement I entered into.
  
  I have tried to communicate with Urban Air regarding my desire to cancel the membership, but I have been met with resistance and lack of cooperation. I have also been unable to locate the contract terms or documentation that would explain my rights and responsibilities as a member.
  
  I believe that this is a clear violation of consumer rights, and I kindly request the Better Business Bureau’s assistance in addressing this matter. I am seeking the following resolutions:
  
  1. The cancellation of my membership without incurring any additional charges or penalties.
  2. An investigation into Urban Air’s business practices to ensure that they provide clear and transparent contracts to all their customers.
  3. Improved customer service to ensure that future customers are informed about contract terms before signing up.
  
  I appreciate your prompt attention to this matter and hope for a fair resolution. I believe that my case highlights the importance of protecting consumers from deceptive business practices.
  
  Thank you for your assistance in addressing this issue.
  
  Sincerely,
  *** ****

  Business Response

  Date: 12/04/2023

  Response taken by phone:  When a customer signs up online they have to enroll on the corporate website.  In order to complete the process they have to agree to the terms of the 12 month membership.   They cannot proceed with the membership until they acknowledge this by checking the box.    They can terminate the membership early but there is an early termination fee.  The is all disclosed in the terms and conditions on the website.

• Initial Complaint

  Date:05/16/2023

  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.

  In 2021 (the exact date escapes me) I signed up for a membership to Urban Air for my 2 children and myself. We enjoyed the park a lot for the first 2 years and they have slowly lost interest. Now that it has been well beyond the 12 month commitment, I would like to cancel my membership but there is no option to do so online, and they state that online is the only way to cancel. I see this is an unfortunate trend they have with other complaints to the BB regarding this shady business practice of offering an option to cancel a membership, yet not providing the means to do so. This is widely unethical and while I hope they fix this issue, the number of complaints over the p[ast several years indicates that this business does not actually care about its clients. Regardless, all I want is the cancellation of my membership to Urban Air.

  Business Response

  Date: 06/05/2023

  Thank you for reaching out via email. We were able to review ******* ****** membership account. He became a member on August 8, 2021. He looks like he used his membership up until April 4, 2023.  There is a note on the file stating he (Mr. ******) spoke with someone on our corporate guest loyalty team (GLT) and had his account canceled on May 16, 2023. This occurred immediately. Through our salesforce system and contact forms we could not find correspondence from Mr. ****** in reference to his membership or cancelation of his membership from August 8, 2021, to May 15, 2023. Our membership program is a national program, managed by the national Urban Air Adventure Park home office. After completion of the 1-year commitment a guest can cancel at any time with no questions asked. To cancel we obtain notification in writing via a contact form, contacting the park location or head office GLT in person. A guest can also contact the park by phone, or email. Memberships are typically cancelled within 24 hours of receiving notification. This was exactly what happened in Mr. ******’s case. When a guest contacts the park to inquire regarding how to cancel their memberships our team members are instructed to have them call our head office GLT line at *************** We do not instruct guest to attempt to cancel via the website.