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:08/23/2023

  Type:Service or Repair 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.

  On August 15, 2022, I purchased a platinum monthly membership for myself, my husband, and our two sons. I was to be billed $50.84 automatically monthly. The agreement read that 12 months of payment must be made prior to cancellation. I was told that upon fulfilling this obligation, the ONLY way to cancel would be online on my account. There was no option there. On July 31, 2023, I reached out to Urban Air memberships via email stating I would like all account cancelled effective immediately. I received an automated response that I would hear back in 72 hours. I did not hear back until August 9. The representative said they could help, but was curious why I was cancelling. I shared we no longer use the membership and please cancel immediately. I never heard back. On August 15 in the morning, I emailed that I never heard back and wanted to ensure it was cancelled prior to being billed again. The evening, my bank account was billed $50.84. I reached out immediately requesting a refund, since my obligation was fulfilled July 15, 2023, and I formally requested cancellation on July 31, 2023. I never heard back. On August 21, I reached out again, outlining the timeline and requesting cancellation and refund. I did not hear back until August 23. The employee referred to me as *** that is not my name, nor what I go by or had ever signed my name. She stated the membership was cancelled, but they will not be refunding me. She also said it takes 15 business days to get a response from Urban Air Memberships. Even though the original email said 72 hours. I have records of every conversation, and the contract.

  Business Response

  Date: 08/31/2023

  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.
   
  On August 30th, 2023 we posted the following in response to your complaint:
  "Hello *****,
   
  Thank you for reaching out regarding Urban Air Memberships. We have processed your request to refund the last charge to your account, which should post within the next 3 to 5 days.
   
  If you decide you would like to participate in our Membership program in the future please visit: ************************************************************************************;;
   
  We apologize for the inconvenience and look forward to seeing you Activate Awesome at the park!
   
  Thank you,
  Guest Loyalty Team
  Urban Air Adventure Parks - Membership"
   
  Thank you for being a loyal Urban Air Member. We hope to see you back at the Park soon.
   
  Best Regards,
  *************************
  Guest Loyalty Manager

  Customer Answer

  Date: 09/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************