Urban Air Trampoline and Adventure Park — Attraction in Fort Worth

just wanted to share my experience if you are thinking or unfortunately have already gotten a membership at UrbanAir on Harmon Rd. When I signed up for the year membership last summer they informed me I would need to provide a 30-day notice for cancelation once the year was up. My membership fee was withdrawn on THE 27TH of every month. I called on May 15th and informed them June was the last month I wanted to go and cancel my membership for July. They told me I needed to call AFTER the 27th when the fee was taken and then cancel. I did that on the 30th and when I wanted confirmation that we still had access to the park until June 26th they told me it was up to the park/manager's discretion. Confused because technically I paid for the membership up until June 26th. I call and speak to the GM at the time, he agrees to "allow us" to have access until June 26th. He warned me it would say your membership is cancelled but tell them to read the notes. We started going every day on June 3rd, the 1st week went well, this week every time we go we have to get the manager involved (the original GM we spoke to funny enough doesn't work there anymore) to get access but today, the woman I dealt with flat out refused to look at the notes and wouldn't even tell the manager I was waiting to speak with him until I asked her to twice. It's taking longer and longer to get in and June 26th can't come quickly enough.... also all the platinum attractions especially the VR are always down.

Skydiving is a joke here, we haven't gone back since April's bday party described below and when we started going at the beginning of June they changed the way they call people to sky dive. They call it a class they announced at 10:55 to come up and get suited up if you are joining the class.. I assume this is something you have to sign up for so I head over around 10:58, I am informed I missed the 5 minute window and its up to the instructor if I can be added to the class... I am speaking to the young man and ask if my daughter can be added to the class it's now 10:59, he says no they will announce the next class at noon. To be clear there were no customers in the class it was just him... he didn't turn on the machine until 11:07am. That was plenty of time to get my daughter but instead the instructor opted to have the wind tunnel all to himself. (He proceeded to play for the next 5 or so minutes in the wind tunnel.)

I dont even know what to say about this place anymore... i booked my sons snapology bday party DECEMBER 2023 we arrive today April 7th 2024 10 minutes early and am informed we got 2 tables in front. I stared blankly for a second and argued we booked a snapology party and APPARENTLY end of March they were told by corporate they NO LONGER DO SNAPOLOGY PERIOD. NO CAMPS, NO BIRTHDAY PARTIES. they really thought giving me 2 tables in front was going to equal a snapology party. After alot of back and forth they gave us 2 tables next to the orange slide 20 drinks, 20 cotton candies and took off the $125 snapology uncharge. My son was asking where are the legos? We've been hyping up the snapology party all week and he was so excited. Seeing my poor son hang his head when he realized there was no legos like we promised broke my heart. The assistant manager said they called me, I don't answer any number that comes up as spam, he didn't leave any voicemails, zero emails were sent, I called the wednesday before the party and updated head count and went over the party schedule and zero was said about no longer doing snapology. They really dropped the ball on us, they tried to work with us but I walked in there willing and intending on spending $2000 cash for whatever my son and his guests wanted and they canceled my party with zero heads up. Our membership is up in June and I'm calling Monday to cancel ahead of time because nah they got their last $1 out of me. I will forever tell anyone that ever mentions planning a birthday party not...

Very DISAPPOINTED. (ANSWER TO MANAGER BELOW) Please read it all.

I’ve been a member of this park for over a year. As a professional skydiver/ airplane pilot and having over 20 hours in the wind tunnel I found the one at this location to be extremely DANGEROUS. That being said, today one of my friends (who also is an experienced tunnel flier) decided to offer safety related advice to one of the “instructors”. Worst mistake ever. In no time we had this guy Sid (who claimed to be their GM) literally screaming at us, threatening us, and asking for our names, phone numbers, place of work (for some reason) and our health insurance cards. Yes, really.

IF YOU'RE TAKING YOUR KID TO THE WIND TUNNEL HERE, DON’T. My friends and I have seen very unsafe things happen here, little kids plummeting down from the top of the tunnel smashing the net hard, no supervision whatsoever, kids hitting the glass with poorly adjusted helmets and the worst of all; super inexperienced, irresponsible, 15 year old “instructors” if you can call them that.

It all ended with me telling him that the situation could’ve been approached differently and amicably and that he didn’t have to be such an a-hole about it, he almost pushed the three of us out of the facility. I canceled my membership and called headquarters to file a formal complaint to which they said they’ll follow up within 72 hours. We’ll see.

UPDATE:

Response to the owner:

Mr. Mitra, the problem with making accusations left and right about people is that you need a very important thing called evidence. Are you able to provide proof of me soliciting my services? At a place where customers can’t even be solicited since regulations prohibit skydiving for individuals under 18 years old? Can you provide proof of me giving out instruction to your customers? Or being rude? Or using foul language? Or my friend insulting the one “instructor” you have? Or the hand gestures? I don’t think so. You have records of all the times I visited the tunnel, I dare you to check the cameras. I did say, however, that you probably were such an angry person because you are a grown man managing a kids Park.

The “civil” conversation you mention never took place, you didn’t even introduced yourself to me, instead started attacking my friend and I right off the bat. So aggressive, uneducated and hotheaded. We were all in shock. Both of my friends are veterans and said they “would never even treat a subordinate that way”. Check the cameras.

I brought up my safety concerns to other instructors and the manager before. I didn’t even know you existed. It didn’t take me 5 minutes to see several reviews of children with broken bones and angry parents. I even contacted a parent that is happy to bring her issue up again if needed.

Stop trying to manipulate the facts. To this day I don’t understand what triggered your awful behavior but I do need your superior to understand how this really happened and that it is a mistake to have somebody like you run any business at all. There are several courses of management and customer service that you can take Mr. Mitra, I encourage you to take one of these. In the meantime I’m going to keep posting and trying to contact your manager. Thanks for...

As of today I have yet to hear from corporate so I am no longer waiting to post my review. On August 31, we hosted a birthday party for my daughter and son who both celebrate birthday's in August. My husband and I paid for the platinum package (2 weeks in advance) so that they and their guests would have no restrictions. Paid an additional $50 to secure a room instead of a table which is first come, first serve. When we got there the party host greeted us and took us to the room. The room was not ready at all! There were no table cloths or balloons as promised. This is something that is supposed to be included in the package. One table had an empty napkin holder and the other table didn't have a napkin holder at all. The manager Ashley came in and introduced herself and said if we had any questions don't hesitate to ask. She primarily spoke to my husband and my best friend who was behind me. No biggie, maybe she didn't see me although I was right in front of her. Asked about the tablecloths only to be told they were completely out. She stated she would head out to Target to get more. She was gone for 45 minutes and you only have the room for 2 hours. I found out later on that the manager was in the parking lot talking to someone for quite a while before she even left. My daughter's godparents were waiting for a parking spot and it just so happened to be her spot they were waiting on. Inquired about the balloons only to be told they only have pink which would not work as the party is for both a girl AND BOY! Inquired about the sky diving machine as some of our party were wanting to sign up. Our party host stated a few days ago that it was down and she would go check to see if it was up and running. No go on the sky diving. I'm not asking for a personal email but a blast should have been sent out or some sort of automated message to those hosing parties so that they would be aware. I would have chosen a different package or entirely different location had we known in advance. We were told by Ashley the manager she couldn't downgrade the package or comp anything because that would have to come from corporate. We paid $300+ for below average service and the only thing we got comped was the $10 drink pitcher we paid for. The only thing the manager was concerned about was a bad review. She did give the kids a platinum pass to return on a different day hopefully when everything is working but how about refunding the $50 for a room that wasn't ready? Ashley was supposed to check us out but was MIA and another manager checked us out. In the beginning we were told she was the only manager there but hey maybe the other manager hadn't clocked in yet. I don't even know if we want to return. It's primarily teens in charge and trying to get service for drinks or food without them having side conversations with coworkers or friends they know is like pulling teeth. I literally had to tell 2 teen boys to stop talking to the cashier for a second while my husband waived the cash in front of her just to pay for...