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Business Profile

Recreation Center

Urban Air Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation Center.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 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:04/11/2025

    Type:Sales and Advertising 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 Sunday, April 6, I took my son to Urban Air. We decided to buy a membership. The staff told me that I would have to purchase it online. I used my phone to buy a membership but it ended up being for the Fairfield location. The staff said I would have to contact the headquarters to have it transferred to the current location and they charged me for a regular ticket. When I contacted headquarters to have the membership transferred, they told me that to transfer it, I would have to purchase another full priced ticket online. I refused to do this after already paying for a full membership and for a ticket on 4/6. They said in that case, they would not be able to transfer the membership or to cancel until I had paid for a full 12 months membership.

    I either want the membership transferred or canceled immediately. I already paid for a full month of membership, plus an initiation fee, plus an admission fee.

  • Initial Complaint

    Date:03/21/2025

    Type:Sales and Advertising 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.
    This incredibly shady company advertises monthly memberships when you sign up and then hides language that "you are signing up for a 12 month membership that is charged monthly" in a document full of legal jargon. We called to cancel after the winter since didn't need indoor entertainment option with nicer weather. Local outfit transfers us to some regional manager who was the rudest teenager I've ever talked to in my life. Just kept repeating the same thing and when I asked to speak to her manager she just kept saying "that's me". Very shady business model and rude, poorly trained staff.

  • Initial Complaint

    Date:01/31/2025

    Type:Facilities 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.
    My son had a birthday party on January the 24th at urban air. It was our first time at urban air, per the party package that I paid for it was to include all the attractions. When my kids began to play they were turned away from some attractions saying we had to pay more in order for them to play.Additionally I paid for the party room which was to include a party host that was supposed to help from handing out pizza, drinks and also cleaning up our room when we were finished. The building was definitely over its capacity because the amount of people in the building made it so that you were elbow to elbow with others. Additionally we received burnt pizzas and also our party host would wonder off and didn’t help out like she was supposed too. It was by far the worst party experience I have ever had.Also our receipt was charged a tip for 10.00.. My husband and I would like a refund for this, they have already told us we were getting a refund yet I called the main corporate office and they say that nothing has been initiated for a refund.

  • Initial Complaint

    Date:01/22/2025

    Type:Customer Service 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.
    I took my 4 kids into urban air for my daughters birthday over the weekend 1/18.
    A man at the counter walked me through a process of buying a package online, literally showed me what to click on for a package for 3 children 2 adults, pizza, and socks for (about) $120. I specifically mentioned that my son was only 15, and even made a joke about him being short for his age . The guy responds back and said that's fine we won't ask for his age. And so I continue to purchase the package. When I'm finished putting in my card information he goes back to the counter to help another customer. I go up to the counter when I'm done and he was still helping someone else so I go up to the lady there and she tells me because my son is 15 we can't honor the package, he has to be 18 to be counted as the adult. I had no plans on jumping but bought this specific package becuase the man told me it was the best deal and he wouldn't ask for his age. So I just told the lady that man said it was fine and she refused to let us use it. They gave us a phone number to call for a refund because they "dont refund" and the number happened to be a birthday reservation line. Someone there filed a request for a refund but it has to be approved by the location we were at. It said it would take 72 hours but has been longer. We didn't jump, we didn't eat the pizza, we didn't take the socks...why is it a problem to return the money for a pass that THEIR employee step by step, walked me through purchasing? This was a mistake on their end and very unprofessional. They should start by working on their customer service and possibly educating all their staff on what is okay and what isn't. Then they would finish off by evaluating prices because $120 is extreme for jumping on some trampolines when I'm almost positive they aren't out for the best interest of the children when the max capacity of the building has been far past exceeded.they just collect their money and keeping letting people in.

  • Initial Complaint

    Date:08/04/2023

    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.
    Last August I purchased a membership to urban air for my daughter. It requires a 12 month plan. So, in July I started inquiring about canceling this membership since my daughter wasn't using it. I sent 2 messages through the customer service page on the website and called and left a message about canceling the membership. I have gotten no response thus far. My membership is still showing as active on the webpage and my debit card is still going to be charged each month.

    Business Response

    Date: 08/11/2023

    The membership for ****** **** was purchased on August 19, 2022.   She purchased 1 Ultimate membership which allows for full access to the Urban Air Adventure Park - Cincinnati, every day, for a period of one year.  She is billed once per month for 12 months for this membership.  Her final bill was on July 19, 2023.  This has fulfilled her 12 month obligation.  Her membership is valid until August 19, 2023.  We have received her written request to terminate the membership and not to extend beyond the 12 month commitment.  Her membership will be terminated and she will not billed now that she has fulfilled her membership requirement.  Please see the attachment for billing history showing 12 months of billing as required by the membership.  

Urban Air Adventure Park is NOT a BBB Accredited Business.

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