Urban Air Trampoline and Adventure Park — Attraction in Franklin

October 31, 2020 I took my son and his friends to urban air to celebrate his birthday. My kids and I came to this place a couple times. But after yesterday my family and I will NEVER RETURN. First and foremost, we got there around 4:11 and I spent over 100 dollars just for 7 kids to jump; after being there for only 10 mins they announced over the intercom they was CLOSING in 30 mins!!!!!!!!!! As a courtesy from your staff, as running a business, regardless of you having your closing time on the door or maybe even on your site. BUT AS A PARENT IM MOTHER BUSY WITH RUNNING WITH 7 KIDS !!!!! Common courtesy would’ve been for you to give your customers a reminder that your closing in 30mins just to make sure they still even want to continue business !!! I NEVER ASK FOR A REFUND ALL I ASK WAS THAT IM SORRY THAT I WAS NOT UNWARE OF YOUR CLOSING TIME!!!!!!! DUE TO IT BEING MY SON BIRTHDAY WHICH HE IS ONLY 7 YEARS OLD WAS VERY DISAPPOINTED. I ONLY ASK COULD I BRING THE CHILDREN BACK FOR THE NEXT DAY SENSE THEY WAS ONLY THERE FOR NOT EVEN 20 mins !!!!!!!! MY ATTENTION WAS NEVER TO BE RUDE TO THE STAFF UNTIL THEIR SO CALLED GENERAL MANAGER STARTED TO GET SOOOO DISTASTEFUL, UNPROFESSIONAL, and INCOMPETENT TO MY HUSBAND AND I.... at the end of the day it wasn’t about the parents we wasn’t jumping, it wasn’t about the money; it was about my SON !!!!!!! And URBAN AIR RUINED THAT !!!!!!

That fact that you run a business; in to read this message just shows how uncultivated you really are !!! First, to sit here in lie to prove yourself is utterly ridiculous!!! Let’s get one thing straight I have multiple families that was there that witness the entire thing; if you wanna lie I also have that stated and written on paper of everything they saw as well !!!!! If anything you made this about RACE we didn’t !! And you have messed with the wrong educated person; I’m not here to go back in forth but what you not going to do is FASELY LIE ON ME AND ESPECIALLY MY FAMILY !!!! We can definitely handle this in a civil matter because I’m READY !!!! No one was yelling at your MINOR STAFF NO EVEN SPOKE TO THEM THE ENTIRE CONVERSATION WAS DIRECTED AT YOUR GM !!! It was your “general manager “ that was so unprofessional to talk to someone in a ridiculous minor !!!!!!! Please don’t sit that in lie and make false accusations( putting their hands on her) have you lost your mind lying !!!! That’s what you want black ppl to do AND THAT DEFINITELY DIDN’T HAPPEN !!!! Please prove that lie too!! Physical intimidating her ? How when she is the face of your company; talking to customers with no respect... WHAT YOU NEED TO DO IS GET A BETTER TEAM; stop hiring minors that don’t know how to run your business when you’re not there !!! That’s why you don’t get business because it’s handle in a unprofessional, inexperienced, unethical environment!!! Looks to me you need a professionalism class as well !!! No, customers came up to any of your staff !!!!! The customers were the main people complaining how sad your manager handle the situation and how they wasn’t coming back to your facility either !!!!! Also my receipt check in was at 4:15 but we can speak about that live as well because I still have that on hand too !!!! Finally my 30 percent was a online offer but before I purchased I specifically ask your STAFF could I purchase it at the desk or did I have to do it online; so yet again that training, education, and yet instruction that you lack as owner to train YOUR TEAM !!!! Next time come to me with FACTS AND NOT FASLE ACCUSATIONS TO MAKE YOU LOOK BETTER !!! This conversation is DONE I WILL DEFINITELY BE WAITING ON THAT CALL...

This company messed up & redeemed our gift card on another account. The very young manager refused to give us the number to the owner/operator or corporate to call to get it resolved. In addition to being RUDE to us about the situation, he LIED about how they redeem the codes and then back tracked when he was called out on it. After he made multiple calls to the owner/operator, they gave us a discounted package & we STILL had to pay. We drove over an hour to get here. This seems like a great place for kids, but we are NEVER EVER coming back due to the unprofessional attitude we received due to no fault of our own.

Part 2 of review added after the company responded below to the original: THE SAME PERSON PURCHASED 2 DIFFERENT GIFT CARDS UNDER THE SAME NAME. When the other gift card was brought in in MARCH as I stated, your employees redeemed the wrong code under that name. The other gift card ($25) was still valid. Our gift card ($100) value had already been redeemed when we tried to use it today. All due to negligence of your employees. And yes, we're not happy about being charged $5 for socks when none of this was our fault. It all boils down to the fact that we should have had $30+ left on our gift card, but we STILL had to pay for more than just the socks due to negligence and now poor customer service. It would not have been near as bad if the person we dealt with had not changed their story on how the gift cards are redeemed when we were trying to get an explanation. And YES, there was an error on your part since YOU ALL redeemed our gift card in March and I just took it out of the envelope last week. I also don't know why you felt the need to put that the gift card was purchased in December 2018. Gift cards don't expire. We simply had not had an opportunity...

Only reason why they are getting 1 Star is because I have to give a star to do this rating! I have had nothing but bad news from here, and continue to give it a chance and no longer will. It took 3 hours to get a pizza, staff were laying down and refusing to help the children in my group. They would not let another child on the rope course without another adult. We also had to connect and unconnect ourselves to do the rock climbing. When I brought this to the attention of the manager she questioned me like she didn’t believe me and then told her staff to act like they were busy and put on a fake smile when adults were around. She also gave me passes to come back to give them another chance for the kids to have a chance to do everything all over again. We went back there tonight and the manager on duty said that he couldn’t honor the tickets that were given to us to come back. He said that he called the manager that gave me the tickets and stated that she would have signed them... by the way they charged me for socks, before we were told that they couldn’t honor the tickets... so now that i have been questioned about my honesty, not once but twice, I let them know that I would not be coming back. Once I said that, the manager then stated that we could do just the trampolines for the passes... my question to the management team is ... why give me passes, that we’re not valid - and then give them back to me as I am leaving and once again ask for me to come back? Now I have had 2 bad experiences in a row and will never...