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Business Profile

Trampolines

Urban Air Trampoline Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Trampolines.

Complaints

Customer Complaints Summary

  • 3 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:04/09/2024

    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 and I have had a membership to Urban Air for over 2 years at this point, and today was the absolute worst for safety reasons. Especially on a Saturday. On 4/6/24 right before 8PM, at the **********. PA location, the line to the zip line was backing up. I asked the employee if there was someone to let the kids on at the top, and he said no, he was working the attraction by himself. As he was continuing to put harnesses on more kids, the kids at the top were not being told to stop, and they were going through the fence, onto the platform without being secured to a rope for the zip line. As this is a safety hazard for any child, i went to talk to the manager ***** and the 4 employees standing behind the desk of why there wasnt a second employee at the attraction. He told me that the computers went down, and that was currently MORE IMPORTANT than the safety of children. After he spoke with me, not a single employee went to help the zip line, and he went back in his office. This should be seen by the cameras, and the pictures I have as well. It took them another 20 minutes to find someone to go help the zip line. While the 4 employees behind the counter didnt bat an eye. If there are children actively on the zip line, there should always be an employee at the top where they could FALL off the plank. The waivers wont cover negligence of the employees. And someone will get hurt. I have pictures to submit if needed. Thank you.

  • Initial Complaint

    Date:11/29/2023

    Type:Billing 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.
    I requested cancellation of my memberships for my two children in April 2023. Despite receiving an email confirmation of the cancellations, Urban Air continues to charge my account $15.99/month for a membership. I have emailed numerous times requesting cancellation and reimbursement of the fraudulent charges and the issue is not resolved. Today, I emailed again requesting a refund of the $111.93 in total fraudulent charges and the response I received — “we would be unable to refund for both accounts and this will be our final correspondence.” This response highlights the utterly poor customer service provided by Urban Air. I was a longtime paying customer and this is how you respond when you overcharged me for over 7 months? I am again reiterating my request for a full refund of the charges you improperly charged to my account. Anyone considering a membership with Urban Air…be warned.

    Business Response

    Date: 01/18/2024

    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.  

    We posted the following in response to your complaint today, January 9th, 2024:

    Thank you for reaching out regarding Urban Air Memberships. I left a message for you in regard to your account, but we found the reason for the charges continuing through November. There was a duplicate account that continued to bill. Therefore, we have processed a refund for the last 6 payments on this account. We still owe you 3 additional refunds, but this will need to be issued via check.

    Thank you for being a loyal Urban Air Member. We hope to see you back at the Park soon. 

    Best Regards,

    ******* *****
    Senior Manager
    Guest Loyalty Team

    Customer Answer

    Date: 01/18/2024

    [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,



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

Urban Air Trampoline Park is NOT a BBB Accredited Business.

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