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Business Profile

Trampolines

Urban Air Adventure Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 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:04/22/2024

    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.
    On Friday 04/19/2024 at 1800hrs we scheduled a birthday party for my kids. Prior to the event we schedule the event through Urban Air's party planner. My wife told the party planner we were intending on using $300 in gift cards to pay for part of the party. My wife was advised we could do this and use the gift cards for the party. After the party, the employee would not take the gift cards as a form of payment. She stated Urban Air's policy does not allow for gift cards to be used toward parties. I explained to the employee that the party planner stated that we could use the gift cards for the party. The party planner was not present for the party and we were unable to discuss the issue with her. The employee stated that party planner was being fired and there was nothing she could do. I requested to speak with the ** and was provided her number. I have called several times and still have yet to hear anything back.

  • Initial Complaint

    Date:11/21/2023

    Type:Order Issues
    Status:
    Unresolved
    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.
    The company uses deceptive practices in regard to their membership cancelation policy, specifically, their website states that a membership can be cancelled at any time after the initial 12-month term by logging in to your Urban Air account. The site, however, does not provide any further guidance on how to execute the cancelation once you log into your account. After spending about an hour in September trying to find a location in the site in which to cancel my membership, I gave up, incurring an extra two months' worth of membership charges before attempting to cancel again in November. Attempting again in November, I was still unable to find a place in the site in which to cancel the membership, and finally submitted a "Request for more Information", in which I explicitly stated that I wanted to cancel my membership. It should be noted that this was located in a place on their website where I was not logged into my account. It should not be this hard to cancel a membership with this company and it seems that they have deliberately concealed the means of which to do so.

    Business Response

    Date: 11/21/2023

    This customers membership has been cancelled. 

    Customer Answer

    Date: 11/22/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    While I am glad Urban Air finally closed my account, I am requesting two things: first, that I am refunded for the two months of membership fees that were paid in the time I was attempting to cancel the account; and second, that the business make it easier for customers to cancel their account by either including a detailed description of how to do so on their site and in their membership agreement, or by creating an intuitive option on their site where customers are directed to specifically cancel their membership.



    Regards,



    *********** ********

  • Initial Complaint

    Date:07/29/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Today I went into the urban air in Lancaster Pennsylvania parrot the person that was at the front desk so rude to me. I asked if he takes a military hard for any discount is in for me yet. As I proceed, ask her more question, she completely ignored me. After I paid for my champion has parrot I asked if she was a supervisor. She wrote her eyes and said no. I gave her my Feedback app how she made me feel. She completely said well I don’t know what to tell you, Carrie the manager was actually walking up and I gave her my feedback. Not once did neither than apologize for my experience. My own kids asked me why she was being so rude to me when I was asking a simple question.

    Customer Answer

    Date: 08/01/2023

    Hello,

    please withdraw my case. I actually spoke with a manager.

    Thank you,
    *********

  • Initial Complaint

    Date:03/17/2023

    Type:Order 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 went to the park for my first time, and they convinced me that I should get a monthly membership rather than just pay for the day. It’s cheaper for a monthly pass than it is for one day in the park. So I signed up because of the price difference. My son did not enjoy the park and in fact was too scared to try most of the activities being that he is only 8 years old. I contacted management to cancel, and they told me I cannot under any circumstances cancel until after the 12 month contract period ends. So now they get to charge me $40/month for a year and I will never be going to the park again. This is a complete hate and switch scam and needs to be addressed. I disputed the charge with my credit card company and they continue to insist I cannot cancel. If I have to I’ll just have my credit card company issue me new numbers. I don’t know what else to do.

    Business Response

    Date: 05/03/2023

     NONE of my staff sell a membership just for a day. Every customer that purchases a membership is well informed that their membership is a 12 month commitment and that it is very hard to cancel. This customer seems like someone who did not want to spend money on a our regular passes. Also our memberships are controlled by our corporate office. We do no have the ability to cancel anyone's membership at park level. I am sorry but we run into customers like this all the time. They only hear what they want and turn around and blame us. My front desk staff is well trained. There is no way my people try to sell her a membership for just a day. 

    Customer Answer

    Date: 05/04/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********



    Regards,



    ******* *********

  • Initial Complaint

    Date:09/20/2022

    Type:Product 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 reserved a birthday party for my daughter for October 16th 2022 on September 19th 2022. I paid deposit for it. On September 20th, I had notified of family emergency and called to cancel and get refund. The management told me that there is no refund and upon cancelling I will forfeit the deposit. I need to be refunded.

  • Initial Complaint

    Date:09/02/2022

    Type:Product 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 called the Lancaster office, and they treated me like I was bothering them. I spoke with someone and informed them the kid tested positive for Covid. I could get a refund. Nope, we can’t. They didn’t bother to accommodate me.

  • Initial Complaint

    Date:08/20/2022

    Type:Service or Repair 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 have completed my 12 month membership and have attempted to cancel it online as instructed on the website, but there is no way to cancel online.

    Business Response

    Date: 08/30/2022

    We received notification ** ******** complaint about a member not being able to cancel her membership. We instruct all of our customers that they may cancel their membership after their first 12 months by filling out a "Contact Us" form on our website. That is the best way for customers to contact corporate since we have no have no control over membership accounts at the park level. I submitted a request to our corporate office to cancel her membership as soon as I received your notification letter. I received a response from corporate saying they canceled the customers membership on 8/29/22. This issue has been resolved. Thank You

    Best Regards,
    Courtney M*******

    General Manager
    Urban Air North Fayette
    *** ******* *****

Urban Air Adventure Park is NOT a BBB Accredited Business.

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