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:07/07/2023

  Type:Order 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.

  We signed up last year for a basic membership for our kids, we fulfilled our year contract and was supposed to go month to month. We asked the front desk can we add the zip line just for one month without starting a new contract and she said yes. Now I tried to cancel the membership and was told by the corporate office it is another year contract.

• Initial Complaint

  Date:08/25/2022

  Type:Order 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 have been attempting to cancel mu membership to UrbanAir since June. They done nothing but ignored my calls and given me the run around. In late July someone finally returned my call and told me all had to do was send copies of the attached documents and my membership will be canceled before the next billing cycle. Into the next billing cycle I receive an email from Kiffany L. at Urban Air who state the address in the letter is the same address on your membership account which means you will be required to pay the early termination fee to exit this contract. I explained to them that when they originally set up my account the teenage girl must have entered my address that was on my driver license. She never asked me for my address and the only thing I was asked to validate were my family members. When I went on line for tickets for my next visit, I had my address and the misspellings of my families' names corrected. I explained to in previous emails to UrbanAir when I set up my account prior to my divorce and move the address lived and gave was 2661 Daventry Dr. Maryville TN. I think in was in May or June that I changed the address back to 205 Center Street as agreed to prior to the divorce being final June 6th,2022. I no longer live Maryville nor work in Knoxville as I did when I joined UrbanAir. I have lived in Maryville since June X XXXX until June 6th 2022. As stated in the final divorce degree I moved back to my house on Signal Mountain that I had previously rented out ( see page 5 of Final Divorce Degree). While going through my divorce I also lived in an Apartment in Lenoir City TN from October 2021 to June 2022 (see attached Roommate Release Agreement). I have provided Urban air with the utility bills and a copy of my final divorce degree that they request but they refuse to cancel my membership. My membership should have been cancelled in July but they continue to try to collect money and charge me a cancellation fees.