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:05/02/2025

  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.

  I WAS DONE VERY DIRTY AND UNETHICAL HERE. I Booked a birthday party on Easter Sunday 4-20-25 and put down a deposit of 55.44. The computer let me book it so it was safe to say that they were open on that day. When myself and the party of 11 kids plus adults shows up they are closed ! A simple Google search even showed that they were supposed to be open. So now there are disappointed kids and a very very sad birthday child. When I spoke to the manager, (Amber Teel) she said someone called me a day after I booked the party and told me they would be closed on Easter, which was a lie or someone lied to her. My call log even proves this and even showed no calls that day. I should have been given a free party in the future but I just wanted my deposit back and I was willing to forget all this and not leave a review, but the final insult to injury was I did not even get my full deposit back. I am missing $5.44 and do not know why.

  Business Response

  Date: 05/13/2025

  Guest was called via in store manager on 03/24/2025, less than 24 hours after booking. guest was notified the park was closed on Easter (as is every year) and we were unsure how they were able to book (glitch as no time slots showed on back end side). Guest was refunded $50 deposit, $5.44 booking fee is not refundable.  

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair 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.

  I was watching my three kids play on this volcano attraction. I see, this lady come up to my son and yell at him to get off your too big for the attraction. My son jumped off immediately and apologized for not realizing he was too big to play there. She then said "didn't you just see me yell at the other kids to get off?" I walked to her and said "ma'am I apologize for not noticing yalls sign but next time can you not yell at peoples children?" She responded " I'm ********** I can do whatever the heck I want." I said oh really?What is your name?" She said " I am not telling you." I said "disrespectful" and walked off and she said "if you dont like it you can get out" I kept on walking and she yelled "you and your kids get out now." I said "are you ***** to give me my money back?" She said "no" I said "then im not going anywhere." She said she going to call the police. I said call them. My daughter tried to tell her we didn't see the sign and the lady yelled at her saying "shut up." I yelled at her saying who the heck you talking to?" They she yelled at my kids saying "I will call the cops and have you arrested." Ultimately she called the cops and they said the only thing I can do is get with ********** and file a complaint but her parents own the establishment. When I looked for their reviews online ofter the fact I noticed several other negative remarks about ***** being a rude "manager." I only found out her name because I heard her say it to a police officer.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair 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.

  At the park in ******, ** today, 12/26/23, a manager stated that her supervisor told her it was corporate policy not to provide a parent with an incident report after a 5 year old child in our group stepped on an earring in the climbing wall area and received a puncture wound that drew ***** in the bottom of her foot. She will need a tetanus shot. They told us to call corporate and then said that what we were told when we called, which was that it was not a corporate policy, was not consistent with what they had previous been told and that we could believe what we wanted and to call the regional office instead. The representative from the corporate office talked to the manager themselves while we were still at the facility. We only asked for a copy of the report. We didnt request a refund. Its scary that Urban Air is making attempts at hiding safety concerns and not allowing parents to have documentation that an incident occurred to ensure it is being addressed. Safety, honesty, and transparency are important qualities that this location failed to demonstrate.