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:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 member ship to Urban Air Adventure Park in ********, *********. Upon using the facility, I discovered that the business falsely advertises what they offer. 1-Some of the equipment is broken an unusable/unsafe.2-They are short staffed so at least half of the attractions are not accessible to use. Apparently one is supposed to ask to have an attraction opened up if one wants to use the attraction which means that they pull a staff member off of another attraction to open another up. Some of the "prime" attractions which you pay more to go on need 2 people to run so if they don't have the staff on, they refuse to open it up. As of today, I asked to stop my membership because I am not getting the level of service I paid for. I feel that the equipment is questionably maintained. I fear for the safety of my children now that I have experienced this business and no longer feel comfortable sending my kids there. They conveniently have members sign waivers absolving themselves of any harm that could occur while at their facility. I am worried that this company if going to give me a hard time cancelling my membership after looking at their reviews. I can not send my kids back after seeing how poorly they run their business.

  Business Response

  Date: 08/30/2022

  In regard to Id #******** the concern in which our equipment is "Unstable/Unsafe" within the past thirty days, we have had our Annual Attraction inspection done by the Occupational ****** Inspector with the State of ********* ********** of ****** & ************ Services. This inspection analyzes all aspects of attractions in the park and has been done thoroughly and regularly. As well, Daily Attraction inspections are done twice daily to ensure all attractions are in sound, safe, operating conditions. In addition to this, monthly inspections are done on a strict timeline to once again ensure all park equipment is in sound, safe, operating conditions. In regard to concern about "Short Staffing", some attractions are "Open By Request" which means that the one and only step to getting said attraction open, is to request. If no request is made, staff will not be aware of the desired use of said attraction. As well, another mentioned complain addressed the idea that some of our attractions require two staff members to be run. We are unsure where this idea stems from and must have been misconstrued along the way, as no attraction in the park is manned by two staff members. With all things considered, the complaints of unsafe equipment and false advertisement are noted. But our team as well as our countless and numerous safety precautions would like to assure you that our facility is safe, upkept, and the customer's legal binding contract will be fulfilled to its entirety. I feel this is merely a ploy to get out of her membership instead of just politely requesting to cancel Thanks, ******************* GM

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see the 2 attachments included.  I still stand by my statements that Urban Air has falsely advertised it's business and mislead the public.  I also stand by my statement that this company has safety issues that make it a hazard to those that use their facility.  I am now escalating my complaint to include unprofessional business practices which concern me... In my complaint I address how Urban Air discussed my complaint to another "customer" and provided that "customer" with false information..This further led to the "customer", ***********************, to make aggressive false statement and attacks at me.  I am not worried about the attacks on ************* but in this day and age one never knows how someone with psychological issues is going to respond or how far *********************** will go now that she has been inflamed by the "management" of Urban Air.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/08/2022

  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 have called the location to cancel and they told me that goes to corporate. After waiting on hold for about 12 mins, it prompts you to leave a voicemail. *** left multiple and no reply. I need both memberships canceled immediately. My children are not safe there and the police have been involved. This needs to be terminated immediately.