Urban Air Trampoline and Adventure Park — Attraction in Bedford

If you had asked me before August I would have said go and take your kids what a fun place. Fast forward to August 6th I brought my four grandchildren there for a fun day. All was going great until about 3 hours into the visit. My eldest granddaughter (who is afraid of heights) decided she was going to try the sky line ride (not the real name for it) her cousin was going as well. My grandsons were in the adjoining play area. My grandson (her brother) was in the play area with only a net separating him from his sister as she was going to depart the sky area where you jump and start the ride. As normal she got scared and decided not to go. I'm at the ground level looking up telling her it's ok she doesn't have to go. I can hear nothing as it's so loud in the facility. I observe her speaking to her brother and see now two tall male boys one on each side of her. I thought it was odd as she's "tried" to do this on each visit. Well this goes on for a solid 5-8 minutes which is a very long time for no one going on the ride. The boys are speaking to her but I'm unable to hear anything and limited as to what I can see. Fast forward 8-10 minutes and she comes down thru the entrance to the ride. She is hysterical crying and runs out of the building (her grandfather is with her) in only her urban air socks. Her brother and Cousin both tell me what happened. During the time that the employees are on each side of her they were telling her that she couldn't get off without going on the ride first, that she has to go or they will push her off the edge (they did not touch her person) they did touch the harness and rope as to make her feel like she was going to fall and to intimidate her. She looked back at her younger cousin(8 yo) asking to please help her. The employees didn't stop and my poor young granddaughter of 10 years old was Berated by them the entire time. I felt then and still now feel absolutely suck to my stomach over this.

I absolutely went right up to the desk and requested a manager. A gentleman appeared seemed appalled about this and apologized to me. He then asked for my receipt (I thought to see the time I was there) and he did reverse my charge for the day. I told him that I felt more needed to happen with the two staff members. He did bring them both into the office separately to "talk" to them. I said something to each about how proud their mother would be a grown man treating a child like this. To which they both laughed and seemed to really enjoy what they had done. After there talk they went back to work only to a different area of same ride. As we left, The manager then gave me a business card with the general managers name along with both employees names.

Two days pass and I call and leave a message for the GM. No call back at all. I call their useless corporate office who is only interested in booking a birthday party. I speak with a lady there explain everything and "someone" will get back to me. No one has. Two days ago September 1st I call spoke to another manager who assured me that he was going to look into this call other managers and owner and PROMISED to call me later on that day. I'm not shocked nor should you be by the fact that I've heard nothing.

There isn't any place around quite like it. This place is fun and can be wonderful. However. No matter how old your children are you need to be actively participating in order to have any level of comfort of their safety and security. My granddaughter is the sweetest kindest quietest of all of my grandchildren. They violated our sense of security. They put her in fear of her safety. She's a Girl Scout and they had a cookie rally there last season. If they do it this year there we can't go understandably she won't return and I don't blame her at all. If you choose to go to this establishment please be aware of how these employees acted and treated my family. The staff clearly knows the management and company won't do anything to them no matter what. FYI this says Bedford Tx. This was...

This is a horrible, DISHONEST Company. I no longer wish to do business with them, and I would warn anyone who is considering a Membership with these people to RUN! DO NOT DO IT!

My story is below:

I joined Urban Air and purchased a Membership, on March 7th, 2023. At that time, the Teenager at the desk who processed my Membership forgot to add the $3.99 Parent Membership [even though I asked them to do so]. The Employee apologized and said ‘there was a glitch in the system’, and ‘it’s no big deal, and I can add it later’. He gave me a free Parent Pass fot the day and that was it.

After I went home, I tried to add the ‘Parent Membership’ to the already purchased ‘Child Membership’; it would not allow me to do this without paying an additional processing fee and starting a Membership from that day on.

The next time we went to Urban Air, I spoke with the Manager and relayed the story that her Employee did not add the Parent Membership to the Kids Membership. She apologized and tried several times [unsuccessfully] to do the same thing. After 15 minutes of time wasted, she said to contact Urban Air online. I did.

Urban Air ‘Guest Support’ sent me instructions to ‘add the Parent Membership’. I explained yet again that the reason the Parent Membership was not added was because there was a glitch in the system and the System at Westminster would not allow it.

Several emails went back and forth before I finally returned to Urban Air and spoke to another Manager, who also tried several times to do this and also sent the Corporate Office an email explaining the situation. She said to wait to hear from them, and they should be able to handle it, and gave me a Parent Pass for that day.

They never responded, so I again went to ‘Guest Support’ with this. They just kept sending me the same information they sent last time. I didn’t even bother anymore.

On July 11th, I again took my child to Urban Air, spoke with another Manager, and explained everything that had happened until now. This one said to just add the Parent Pass, and that she would send an email explaining that this should have been added to the Child Membership and would retain the initial Membership dates that should have begun with the original purchase.

Two weeks ago, I sent an email to Urban Air ‘Guest Support’ letting them know we would be moving to another State with no Urban Air around, and that with all the headache and issues I have dealt with, I no longer want this Membership and would like to cancel it. They never responded.

Finally, this afternoon [8/30/2023/], I contacted the Urban Air phone number and asked why they never responded to my email about Cancellation. The lady on the phone said that I cannot cancel the Membership and that by adding the Parent Membership on July 11th to the Child Membership purchased on March 7th, that I had restarted...

I gave one star because I had to give something in order to leave a review... I have just experienced the worst customer service in the history of being a member or patron at any establishment. I have waited on hold multiple times to cancel my son's membership. Today I went into our local UA to verify that I can only cancel if I wait on eternal hold. The Asst. Manager confirmed that was accurate. I waited on hold for customer service again. Finally, a very sassy, unfriendly girl answered and asked what I needed. I let her know the scenario of my son only using the membership I was paying for once during the 9 months since we've had it and if was there anything she could do. She said it is up to you to utilize your membership. I knew right then I was in for a treat, a real gem of a customer experience... She told me I had to make three more payments or pay an early termination fee of $35 (which was one dollar less than if I paid the 3 months). I had no idea that I was under a one-year contract. I signed up for the month-to-month membership payment option during the summer, as school was out, and thought it would be a great option. If I wanted a yearly membership I would've purchased that. I asked her if it could be transferred she said they couldn't do that. She continued to be snide and rude with her comments and it was apparent she was simply there to press buttons and recite UA's policies, which I might add, are in place to simply rip families off and keep these disgusting, germ-ridden parks doors open. With that said, I asked to talk to a manager. She said she would open a case for me and someone would email me. I asked if they only emailed or if someone would call, as in would there be a human I could speak to? She said no this is a corporation that isn't how this works. First off, that is asinine and secondly, it furthers my point that UA is scamming its customers. WORST FRANCHISE. WORST CUSTOMER SERVICE and it shows in how they manage, treat their customers, and keep their establishments. I would really request someone to call me to discuss this but based on my conversation with the lovely customer service rep I understand that customers and service are not the priorities of UA. Money isn't the issue. It is simply a matter of principle. What company creates so many obstacles for a membership to be modified/cancelled and without an option to transfer? What happens if people move, or have other life events happen? And why lock parents/people into a year of membership that has no options to modify/freeze or transfer?...