ComplaintsforWillow Grove Urban Air, LLC

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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. 

  Business response

  05/01/2023

  Hello,

  The membership is being cancelled. The General Manager for the location is also reaching out to the customer directly.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We paid for a membership a couple of months ago for both my sons. My financial situation has changed and I can no longer afford the membership. I tried numerous times to explain my situation. This company has no remorse and will not let me terminate the contract early. I also did not realize this is a year contract. I have lost my job and my husband left. Urban air has only offered to pause my membership or pay my balance of 10 months. I would also like to note Urban air is in a terrible area and there is always vomit on the floor when we get there. Urban air is not willing to help me with my financial hardship. I just want out. Please help!

  Customer response

  01/26/2023

  My membership is with Willowgrove,PA Urban air

  Business response

  02/25/2023

  ***** is no longer with the company.

  To our knowledge we have not received anything from the person identified in your notice.

  Can you supply the previous info sent?

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On or about March 13, 2022, I contacted Urban Air Adventure Park to cancel my membership due to economic challenges I am experiencing at this time. I was informed that in order to cancel my membership, I would have to pay for a full 12 months. I shared that at the time when I setup the membership, cancellation would be easy and no problem. However, I was not informed that in order to cancel I would need to pay the full 12 months. I contacted Urban Air, explained my economic situation and requested that the membership be cancelled. I was not expecting the gas prices to skyrocket. Also, I shared the impact of the pandemic, gas prices, childcare cost and my medication has forced me termination this membership. The representatives kept repeating their policies, it took days for someone to call me back and when I was able to speak with a Team Lead, they gave me the same spill. I requested my Sister to contact them, which she did, please see the email exchange in the attached document. Initially, I requested a refund of the last deduction and cancellation of membership. The request for the refund was due to the fact I had to choose between feeding my children, purchasing gas or medication. Urban Air can cancel and waive the subscription and offer parents/guardians more flexible memberships so that when these unexpected financial crises occur folks and terminate their non-essential purchases. Ultimately, I am seeking a cancellation of the membership and waiver of any fees occured.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited this business with my kids one time. Somehow during the registration process I was signed up for a monthly membership program. I have no idea how this happened. When I told them that this was done in error they refused to cancel the membership and are trying to charge me over $700 in unwanted services.

  Customer response

  09/29/2021

  The location of the business is:

  **************, Willow Grove, PA *****

  Business response

  10/30/2021

  Corporate manages all memberships. Please contact [email protected] or ************ with your request. Thank you.

*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. ↩