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:06/13/2025

  Type:Billing 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 reviewed my credit card information on 6/11/25 and discovered I am being charged monthly for $94 and $78 from an entity in ***** called "Unleashed Brands" on 5/18. I contacted unleashed brands on 6/13 at 12:30pm and was told they could not do anything about the fraudulent account, or the fraudulent charges. Basically, cancel your credit card or they will continue to charge me. They will not track down the person who has my credit card number. They will do nothing. They do not even have a procedure or plan for such activities. I would like the company to refund back the last 3 months of charges and I will eat the charges beyond 90 days. It is ridiculous that this entity takes cards over the phone with no policy for refunding of unauthorized charges. I uploaded the last charge on the credit card and can supply the other charges if needed. The person I talked to was nice but delivered no customer service. She politely told me to go pound sand!

• Initial Complaint

  Date:05/29/2025

  Type:Product 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.

  Standard good faith contract,************************, aka Unleashed Brands, agreement on a $45000 refund and return of Franchise fee for termination of franchise agreement and non-compete.Please review on our agreement on email and contract to urge a refund of franchise fee plus ************** is their cooperation lawyer ******* ******** ******************************************* Thank you

• Initial Complaint

  Date:04/11/2025

  Type:Product 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.

  In September 2023, I visited ********* with my wife and four young children. At the park, I was told I couldnt sign up for a membership at the front desk and had to do it online. In the rush of managing excited kids, I created a new account from my wifes phone and signed up quicklyunaware that the membership included a 12-month commitment buried in the fine print.About a month later, I noticed another monthly charge and contacted ********* to cancel. A representative named **** replied by email offering a resolution: if I paid a one-time final fee of $161.93, the membership would end. I replied:"Yes, thats totally fair. Thank you! After the fee is paid is there anything else we need to do?"She responded:"The one-time fee of $161.93 should be your last payment."No further action or confirmation was requested. The implication was clear: once the charge went through, cancellation would follow. There was no disclaimer saying that silence would void the agreement. I trusted their word and believed the membership was *********** April 2025, I realized I had still been charged $78.42 per month for six months, totaling $470.52. Subtracting the one-time payment, the company has improperly charged me $308.59 beyond the agreement. Honestly, the October 1 charge of $78.42 should be refunded as well. When I contacted them again, I was escalated to a supervisor named *****. He acknowledged the membership is now canceled but refused to refund the $308.59, claiming I never explicitly authorized the $161.93 chargedespite clear written consent and their confirmation it would be the last payment.This is a bad faith interpretation and doesnt justify continued chargesespecially when no further permission was requested and cancellation was clearly implied.Ive made multiple attempts to resolve this directly and have provided the full email exchange. Im now requesting a refund of $308.59.

• Initial Complaint

  Date:03/27/2025

  Type:Product 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 canceled my membership to Unleashed owned Urban Air in January, 2025. I did this in writing, through the online form as required by their contract. I was charged in February and March. I fulfilled my end of the contract requirements. They are in breach. I have numerous emails from them stating they received my request for cancellation. They claim they cannot refund because I did not respond to an email they sent (after they received my cancellation request). No where in the contract I signed does it state that I have to respond to an email to cancel. It just says: 1. After 12 months 2. In writing through online form 3. Cancellation will be effective 10 days after receiving All of those things happened. There are multiple emails but I am attaching only one at this time because it clearly states we received your request to cancel in January.

• Initial Complaint

  Date:03/24/2025

  Type:Product 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 was able to sign up for an Urban Air Membership online on November 24, 2023. The agreement said that after 12 months of membership, the membership could be canceled. I attempted to cancel the membership online through the membership portal (where I signed up), but there was no cancel option. I went in person to cancel on March 16th, but was told I couldn't cancel in person and needed to call corporate. I called the corporate number on March 16th. After waiting on hold for 20 minutes I was not able to cancel my membership. I called back today, March 24th to cancel and was able to cancel after waiting on hold for 6 minutes but I'm still being charged for this month. I would like a refund for this month of membership.

• Initial Complaint

  Date:03/21/2025

  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.

  I purchased a pass back in July for my two children and was under the impression that the pass would be able to be transferred and/or used in ** where we were already planning on moving. I've been charged since September without being able to use the pass because moved.

  Business Response

  Date: 02/21/2025

  Mrs. ****** purchased the membership online from ********* Corporate. She signed a one-year agreement.  She never told us she moved. All she has to do is submit a request to corporate to transfer the membership. I could do this for her. Receiving a letter from BBB is the first I heard of this. This is not the proper procedure. I will submit a ******* ticket to corporate requesting to transfer her membership to the ******* location, but we will not refund membership fees.  I have  attached a copy of her memberships.

   

  ****** *****

  ************ mobile

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

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:   I have been in contact with corporate back and forth since December and all theyve told me is it is not transferable (which youre saying it is and I was under the understanding it was from the get go) and that Id have to get in to a new 1 yr agreement and then theyd cancel the current one. Not only that but Id also be charged processing fees as if Ive never been a member at all. That is absolutely unreasonable.

  Customer Answer

  Date: 03/20/2025

  No, Ive had no help from anyone to transfer the membership while Ive continued being charged and unable to use my membership as I live in ** and NOT ***** anymore. They are trying to require me to restart a whole new contract when I was told from the start that I could transfer the contract and that in fact is NOT true

• Initial Complaint

  Date:03/10/2025

  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 complaint concerns membership/billing practices at Urban Air trampoline park franchises. ********* membership and billing is managed nationally by Unleashed Brands, so this complaint specifically concerns Unleashed Brands and not my local ********* franchise. In 2024, I signed up for an annual membership at my local ********* franchise. I paid a monthly fee. After the first 12 months, the membership automatically switches to a month-to-month basis that (allegedly) can be cancelled at any time online. After 12 months, I decided to cancel. However, it became clear that Unleashed Brands was operating a predatory and obfuscatory system in which it is very difficult to actually cancel a membership. The agreement that I initially signed states that "After your 12-month Initial Term, you may cancel your membership at any time online at [*********'s website]. Memberships may not be cancelled by telephone, mail, email, or by fax and may only be cancelled as described in this section". However, the website to which the agreement directs the reader contains no button or link with which to actually cancel a membership. Furthermore, no way to cancel the membership is ever actually "described in this section" (or in any other section) of the aforementioned agreement.Similarly, the **** section of the ********* website regarding membership includes the question: "Is it hard to cancel?" to which it offers the answer: "No, you may cancel at any time after making your 12th payment". This is also false and misleading; it is, in fact, very hard to cancel a membership. After several emails to customer services, my membership was finally cancelled. However, I have now seen many other similar complaints from other customers, suggesting that my struggles are common and that the company intentionally makes it difficult to cancel recurring membership payments and actively provides misleading and false information about its cancelation procedures.