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Business Profile

Amusement Parks

Willow Grove Urban Air, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

This profile includes complaints for Willow Grove Urban Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Willow Grove Urban Air, LLC has 2 locations, listed below.

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    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:08/29/2023

      Type:Customer Service 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 signed three children up for the monthly membership in May 2023. At the time there was a promotion buy one get one for the first month. The promotion code on there website for this was not working therefore I paid for all three. I wrote in via the contact us section and when I took the kids there the manager told me my message was forwarded to corporate and they would be in touch. I never heard anything. Additionally, I've followed up on this several times with additional messages via the contact us section and still no response. I've also requested several times that two of the three memberships be cancelled as two of the children moved to Georgia.

    • Initial Complaint

      Date:04/30/2023

      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.
      To whom this message may concern,My name is *****************************. Back on January 7th 2023, I took my girls to Urban Air for the day. The parking lot was completely packed. The trampoline park was over booked. There was at least 7 parties. And hundreds of people. When we checked in they advised that we were members, which was a systemic error because we only wanted to pay for the day. And given the circumstances when we arrived we wouldn’t be frequenting enough to be a member. I spoke with the manager, explained my concerns. And that moving forward we wouldn’t need the membership. They assured me since it was the SAME DAY I could cancel. Well I was charged on 1/30/23 and again in February and March! So today 4/30/23: I attempted to make a reservation as we’ve been paying for months and have never once frequented the place. There was no availability for members but there was ample slots for non members who pay full admission. It’s really a double edged sword and a scam to allot a certain amount of people who pay monthly into the park and allow WAY MORE full admission slots. Not only that, why promise me that my membership was cancelled. I called and spoke to a rude customer rep who said “ well we didn’t cancel you because it hasn’t been a year”. Excuse me? A year? I never committed to anything for a year. I do not want to membership. I paid full price for my kids to attend today. I would like the promise to cancel the membership upheld. I advised that we didn’t agree to keeping the membership once we arrived. More importantly; not having a membership allows more flexibility. Attached is photo proof that today, I attempted to buy tickets and cannot purchase. Although, unbeknownst to me I’ve been charged 3 times although I was promised it would be canceled back in January. I was charged twice in January. My bank statements and urban air availability photos are attached. The customer service and customer experience is really low compared to other places. 

      Business Response

      Date: 05/01/2023

      Hello,

      The membership is being cancelled. The General Manager for the location is also reaching out to the customer directly.

    • Initial Complaint

      Date:01/26/2023

      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.
      We paid for a membership a couple of months ago for both my sons. My financial situation has changed and I can no longer afford the membership. I tried numerous times to explain my situation. This company has no remorse and will not let me terminate the contract early. I also did not realize this is a year contract. I have lost my job and my husband left. Urban air has only offered to pause my membership or pay my balance of 10 months. I would also like to note Urban air is in a terrible area and there is always vomit on the floor when we get there. Urban air is not willing to help me with my financial hardship. I just want out. Please help!

      Customer Answer

      Date: 01/26/2023

      My membership is with Willowgrove,PA Urban air

      Business Response

      Date: 02/25/2023

      ***** is no longer with the company.

      To our knowledge we have not received anything from the person identified in your notice.

      Can you supply the previous info sent?

    Willow Grove Urban Air, LLC is NOT a BBB Accredited Business.

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