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Business Profile

Amusement Parks

Urban Air

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:03/05/2025

    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 never asked for a membership, I specifically made that clear I was assured by an employee that was not the case I only purchased tickets. Well a month later I get an email that there is a membership and they keep trying to take money out of my account I keep begging them to cancel the membership I never asked for it I never wanted it. They will not cancel it they are very rude every employee that works there, the establishment is very dirty. I do not want a membership I am being forced to have this membership and they will not cancel it because they think it's funny. I never agreed to a membership.

    Business Response

    Date: 03/20/2025

    Ms. **** has previously been in contact with our establishment and canceled her membership. She has not been charged by our company since 1/19/2025. She has previously purchased memberships in 2023, at which time she canceled those as well. We do not have the ability to sell memberships in-store, as they can only be purchased on our website via the customer's phone/computer/etc. We are happy to help Ms. **** if she has any issues/discrepancies with the bank, and/or the above information. We currently do not show her as having any active membership and thus would have nothing to cancel, as it had already been done.

  • Initial Complaint

    Date:05/01/2024

    Type:Billing 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 booked a party for my daughter back in Dec last year at this place. On the party day, I met the general manager and he told me that he could upgrade me for the party package if I purchase a membership for like $20. He didnt mention at all that it would be a recurring charges and cannot be canceled. instead he instructed me step by step how to sign up the membership and of course, I wouldnt read all the terms on pages agreement because my party was about to start. We dont live near the place and we never went back after that party but I realized that I had been charged every month ever since then. I tried to contact the customer service to cancel the membership but all customer service said was that you signed the contract, they couldn't do anything and they had to keep charging me.Its a completely fraud with the misleading information provided by the general manager and the useless customer service. I wouldnt buy the membership if I knew it was going to last at least a year, which costs +200, more than we saved for our party. The manager definitely knew that but failed to disclose this. I just wanted to cancel my membership immediately and get the refund for the past month charges except the first month.

Urban Air is NOT a BBB Accredited Business.

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