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:07/20/2024

  Type:Customer Service 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 bought a gift card online on Black Friday 2023, bought $50 and got a free $50 gift card. Urban Air does not issue virtual gift cards, I had to go to the local park and pick up the gift card, which I did in January 2024. I was provided with a receipt that said the gift card had $100 on it and didnt think anything else of it. I went to use the gift card on July 20, 2024 and was told that its invalid. I asked to speak to a manager, told her the situation, she said there was nothing she could do. She actually suggested that I was trying to comit fraud by saying there was no way to prove the gift card that I presented was the same as the one I had the receipt for. I asked to speak to another manager and she responded why do you think another manager is going to tell you something different? To add, no one had a name tag on or any way to confirm I was actually speaking to a manager. When I asked for the girls name I was speaking to, she replied I aint tellin you my name. I asked for the general manager and was told he was unavailable but would be available in a few hours and to check on my way out. Had I not been meeting friends, I would have NEVER given this establishment another cent of my money. So, on my way out, I asked to speak to **** the general manager. The girl working the front desk said he was there and available, went into the back to get him, but came back out and said **** wanted to see the gift card and receipt. I asked to speak to **** in person and was told he would not do that. I informed the girl that I wanted **** to come speak to me in person and she said hes not coming out here, he wants to see the gift card and receipt. At this point, I was done playing games with this establishment. I left and am hoping you can help with a resolution.

• Initial Complaint

  Date:06/15/2024

  Type:Customer Service 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.

  My son lost his phone in the ball pit, they would not let us look for it and kicked us out the trampoline park. I would like a refund. When speaking to the so called manager which was a teenage young girl, she was very ignorant and nasty. I asked to speak to someone else so I didnt have to deal with her she appointed another teenager as the manager. What kind of circus are they running here? No above age adults to talk to? I called the corporate office and explained my situation, they told me it may take a couple months to find the phone if no one else finds it because they clean the ball pit every 2-3 months, which is another unacceptable behavior. Please get me to the right person to talk to.

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service 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.

  On Sunday, January 21, ****, I took my daughter, 10, her friend, 10, and my son, 2, to Urban Air Adventure Park Delco in the afternoon. I paid, using a $100 gift card, for them to use the attractions, purchased $20 of food, and I purchased a $20 card for the arcade. During our visit, my son refused to wear the wristband that staff issued to him when we entered. While he was on an attraction, a female employee told me that he was not permitted to be on the attraction without the wrist band. I removed my son from the attraction, and another employee came over. He demanded to see proof that I paid to utilize the attractions. I tried to show him my sons wrist band, which was in my diaper bag, but he demanded to see my daughters wrist band and her friends wrist band. My daughter was not with me at that moment, so I went to look for her. Two male employees followed me throughout the business until I found my daughter. I was crying, and the employees were so aggressive that two other patrons of the business asked me if I was alright. Despite this, the employees continued to follow me. I found my daughter and called her and her friend over to show the employees their wrist bands. When my daughter came over and showed them her wrist band, the employees told me that she was in an unauthorized area, even though she had only entered the area because the employees demanded to see her wrist band. They told us to leave. They followed me through the business, like I was some kind of criminal. My husband called and spoke to a manager, who refused to identify himself and hung up the phone. We had not finished our session, and we were ejected for no reason. This was the most embarrassing and scary moment of my life.

• Initial Complaint

  Date:01/17/2024

  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.

  On January 12th **** I bought my family here for my daughter birthday, we had an issue with staff being rude and nasty, when trying to speak with the manager he also was rude and unprofessional. We order food one of my family members order two slice pizza combo and wings was given a buzzer when then wings came they came with out the rest of the order when she went to the counter to info she didnt get a her slices she was give old pizza that was sitting out when she 1st ordered she asked for a fresh slice was told no that she had to take it or leave it they would not make a new pie for two slices, she explained to the manager how the situation began he told her she new what she was going to get when she order which she didnt because she was given a buzzer she asked for a refund he refused during this time I order a pizza for the kids and grandparents that came out under cook we was told oh well my mom and sister tried to speak with another manager who was aggressive and nasty and rude it got worse as the Gm agreed with his team and did offer any alternative to solve the issue, then told us we had to leave with out resolving the issue and we were only there for ***** mins before all the drama began, they forced us to leave no refund for anything. The issue began over cold pizza and I felt after I had paid about $300 for kids to come play we could atleast get a hot pizza and the manager refused he argued with me was very disrespectful then called the cops to have us escorted out. I am filing a lawsuit and civil complaint but I also wanted to do a complaint with the better business bureau. I was not refunded for the food we didnt eat or the tickets. I had to pay $30.99 per kid even for the 1 year old who could not use anything in the center. Online advertise that under 5 was half off but that was false advertising and the manager refuse to even refund the charge. We were ripped out and embarrassed publicly and a kid birthday was ruined. I have pictures as well.