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Business Profile

Amusement Park Equipment

Urban Air Trampoline Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Park Equipment.

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Review Details

  • Jessica O

    Date: 02/28/2025

    The corporate office and franchise offices do not mention or reference the age/parental guardian limitations on their website; including the membership and FAQ webpages, nor do they list this nuance in their membership agreement. The Plymouth location requires all children under the age of 18 be accompanied by a parent or guardian and this is only communicated on a physical sign on their door and on the franchise location website home page top banner (which is small and intermittently appears based on how you scroll). When someone searches for Urban Air membership on ****** and clicks this link (selecting the location), you go directly to the membership page and nowhere on the page (or the **** does it mention this limitation! This lack of customer service communication is a disservice to patrons and is misleading. They will also not allow cancelation of a 12-month membership, even when someone signs up navigating this way under the assumption that their 16-year-old child could attend without a parent (after signing the liability waiver). Aside, the age limitation is absolutely ridiculous (for a separate review), while I understand the safety concerns, their competitors age limit is 13. The corporate membership office was also contacted and did not care, they were not at all concerned about the lack of information on their corporate and franchise websites. They would not provide any resolution. What has happened to good customer service? What happened to managing customer expectations clearly? What happened to placing value on customer satisfaction? What happened to placing value on customer feedback to make changes to improve our business model? What happened to good marketing and communication practices? I do not recommend visiting this establishment and will share our terrible customer service experience with others.

    Urban Air Trampoline Park

    Date: 03/06/2025

    Hi *******,

    We do have this listed on the front page of our website. "Anyone under the age of 18 requires an adult to be present in park."  It is also posted at our front desk and the doors when entering the park.  This is for the safety of our customers.  I do understand your frustration and I apologize you didn't have a positive experience with corporate concerning the membership.  I have contacted them and requested they cancel the membership and refund back the initial charge.  Please feel free to reach out to me directly with any questions. Thank you!

    *******

    Jessica O

    Date: 03/10/2025

    *******,Thank you for your response and for canceling the membership with a refund, I appreciate it. I'd strongly encourage you also list these details on the membership website page vs just on the home page.Thank you, *******

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