Bianca R Kbs

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Verified Reviewer
| map-marker San Antonio, Texas

Need a refund!

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Urban Air Trampoline Park - Need a refund!
There was an offer for a free month and pay $10.81 and they didnt tell me that it would be a 12 month contract! I had to purchase day tickets of 155.24just to get out of it!! I WOULD LIKE A FULL REFUND!
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Loss:
$166
Cons:
  • Rude staff
  • Does not tell you is a 12 month bound contract
  • No solution

Preferred solution: Full refund

User's recommendation: DO NOT BUY!!!

Rockel M Rjm

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Verified Reviewer
| map-marker Lawton, Oklahoma

Crazy fee

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Yall have not helped me with my concern. I called and emailed and no answers or help. I am a foster parent who has been contacting yall to try and get the fee waived or adjusted. When I get a new kid or take one off they charge $18 more. I am trying to see if this fee could be waived for foster children/families since the turn over rate is kind of high. I would like to add more kids but now that I am aware of this fee Im at thinking canceling is a better idea. I feel this policy is a punishment to foster families as I just dont understand how it could cost yall $18 for me to change my own account. If yall could even create a foster family profile to when I could adjust my account for free as they come and go that would allow me to keep this membership and add more children.
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Loss:
$18
Pros:
  • Fun
Cons:
  • Not as great of a deal for foster families

Preferred solution: Price reduction

User's recommendation: Be ready to pay a year/ fees for adjusting

Chayson Ukp
map-marker Durant, Oklahoma

Membership

Our local park is amazing but the phone customer service is absolutely *** The membership policy is a joke. They offer no hardship cancellation or anything. So Im basically paying 40$ a month and we cant go dues to be losing a very high paying job and now having to work two jobs 6 days a week to make up the income. They have absolutely no compassion at all. I will absolutely ever again get another membership with them.
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User's recommendation: Do not recommend getting a membership.

Abreonna R

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Verified Reviewer
| map-marker Chatsworth, Georgia

Birthday party

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Urban Air Trampoline Park - Birthday party
Urban Air Trampoline Park - Birthday party - Image 2
Urban Air Trampoline Park - Birthday party - Image 3
Updated by user Feb 26, 2023

It has been over a month and they still refuse to call me. They have sent me an email letting me know they aren’t giving me my money back though.

Original review Jan 27, 2023
They hired someone that has multiple charges against them including sexual battery, domestic assault & pervious stalking to be around kids. & he just got arrested last week for trying to get an underage girl alone. I dont feel comfortable having my 5 year olds party there & neither does anyone else. Ive had everyone cancel bc of this situation that has came out on the news. & you are refusing to give me my money back. This is absolutely ridiculous. I want a refund
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Loss:
$179
Cons:
  • Rude staff
  • Morgan refused to give me corporates number

User's recommendation: No. They don’t do background checks before letting just anyone around kids.

Nina A Liz

Impossibly difficult to cancel membership

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Ive been trying to cancel my membership for days and cannot reach anyone or do it online myself. This is after I begrudgingly fulfilled the 12 month contract. DONT commit!
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Preferred solution: Simply to cancel my membership!!!

User's recommendation: DON’T commit to a membership!

Maven Aaw

Membership location change

The lady was helpful and said that I would receive a refund but I didnt get my email with that confirmation. I would hate to call back .
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Loss:
$29
Cons:
  • Not being under one owner

Preferred solution: Full refund

User's recommendation: 4

Bobby R Pwt

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Verified Reviewer
| map-marker Lawton, Oklahoma

Lost Phone

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Granddaughter lost Iphone in ball pit, when she asked for help to find it, they said that is not their job. She than explained that she needs her phone do to a medical condition, they still refused to help. When disabled grandma gets there and tried to find it in the pit, she was told she must leave because they are closing, she explained she would but needed help to get out of pit. In the morning we called and was informed it would cost $30 per person to come look for phone. They said they are not responsible because of a waiver that was signed, so I asked who sighed it and it was my 13year old granddaughter. When I explained legally a 13 year old can not sign the waiver, I was told if I came to look for the phone, I would be arrested for trespassing. I also informed me they only clean the pit once a year if I was lucky and that would be in September. I would think that cleaning of the facility would be better, being small children play there and food is served there
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Loss:
$2000
Cons:
  • Poor management
  • Bad policies

Preferred solution: Full refund

User's recommendation: Stay away, far away.

Bianca R Kbs

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Verified Reviewer

Refund

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Calling them did not get the job done!!! I will never come here nor purchase tickets ever again because it was not intentional to do so and they will not give a refund either! They suck!
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Loss:
$166

Preferred solution: Full refund

User's recommendation: NEVER GO HERE

Shelley L Ncb

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Verified Reviewer
| map-marker Ankeny, Iowa

Charges

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Original review May 28, 2023
Continued charges when not notified. Hard to find customer service numbers and contact. Thought it was a one time charge but charging for 12-months. Would like full refund because havent been back.
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Loss:
$150
Cons:
  • Charged to much

Preferred solution: Full refund

User's recommendation: Not recommended

Ana M Inz

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Verified Buyer

Uncomfortable

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Urban Air Trampoline Park - Uncomfortable
Went today (Sunday, March 19th, 2023) with my two younger siblings who wanted to go to Urban Air. I bought the tickets online, so I thought we were set, but NO when we arrived the place was packed, with weird lighting, but my brothers were excited, so I tried to ignore it. There was no clear direction of where the check in was, I was walking around for a couple of minutes, when someone told me to get closer to the "Party" Counter. She was able to find my tickets, and get us directed. Then, the open lockers, or free lockers, were full. So we had to pay an additional amount of $6 to lock our belongings. Then, about 5 minutes in, kids were pushing my brothers around, and my brothers are non-confrontational, but oh man, they were stressed. We decided to go to the bumper cars, turns out only 2 out of 10 worked. We had such a bad experience there. So, at least want a partial refund, or a full refund.
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Loss:
$124
Cons:
  • And refund policy is a joke
  • Rude players
  • Lack of order

Preferred solution: Full refund

User's recommendation: Please research, before you make plans anywhere.

Tracey C Tmo

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Verified Reviewer

I love it here

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No problems, just needed to upgrade two deluxe memberships. The kids love it And so do I. Wish I could come daily.
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Pros:
  • Great place for kids to have fun
Cons:
  • No cons

Preferred solution: Nothing no complaints

User's recommendation: Check height before obtaining a membership

Thav A

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Verified Reviewer
| map-marker Northampton, England

Terrible Customer Service

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Can't cancel. Only able to send message via website. Says respond in 72 hours. Its been over a week and no response. I've also dealt with poor service there with no one assisting me when park was open. Hire high schoolers with no experience and not supervising.
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Loss:
$50
Cons:
  • Everything is awful

Preferred solution: Cancel my membership

User's recommendation: Take your kid to a real park and enjoy nature rather then urbanair

Sadiya V

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Verified Reviewer
| map-marker Bloomingdale, Illinois

Bad experience

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Urban Air Trampoline Park - Bad experience
Urban Air Trampoline Park - Bad experience - Image 2
I have called 2-3 times and spoke with a customer service agent. No body is able to do anything about what had happened to my family at urban air. I purchase 3 adult tickets and 1 child ticket and my toddler was free online. I went in at urban air (bloomingdale Illinois) as soon as I came in the line was outside the door. Good thing I brought my ticket online. Next I took my kids up the ramp and there was spills on the ramp that nobody was taking care of. It could have been a slip hazard. My kids are enjoying but as soon as they played in the ball pit it had to be closed down due to someone urinating inside. My toddler was upset. The dodgeball area had 2-3 dodge balls and foam pieces everywhere. The trampoline spots were so full that the workers would not control it. It was big teenagers jumping while kids were jumping l. The sky rider was a long wait. Seems like we were at six flags. I am asking for a refund and nobody is able to refund me. Please inquire about this location and its employees. Seemed like a hookup spot more than a kids spot
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Loss:
$83
Pros:
  • Kids love the trampolines
  • Ball pit
Cons:
  • Expensive snacks

Preferred solution: Full refund

User's recommendation: If it full capacity don’t even bother going

Ashley D Joq

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Wouldn’t give me my W2

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I tried to be nice about it but I am genuinely frustrated. I called to try to plan a day to come pick up my W2 but when not hearing back for days I called again and was met with rudeness saying to go on some website (that wouldnt let me in) and that they sent it to my house but it was not in fact sent to my house. Maybe it was returned I dont know but rudeness is uncalled for. Im not really sure what to do at this point, its a day before taxes are due with no progress. It shouldnt have to be THIS HARD to get my paperwork like seriously! Beyond pissed
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Preferred solution: Apology

User's recommendation: A lot of rules but not entirely bad customer wise

Anonymous
map-marker West Memphis, Arkansas

Lost phone

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Urban Air Trampoline Park - Lost phone
My child dropped her phone into the ballpit and no one is trying to do anything about it I very pissed at this point
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User's recommendation: Horrible customer service