Business ProfileforWillow Grove Urban Air, LLC

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.