Urban Air Trampoline and Adventure Park — Attraction in Tell Township

UPDATE: Almost 2 weeks later, I finally got my refund. But still stick by my review - their customer service over this situation was terrible & completely unprofessional!

I don't usually post bad reviews , I just don't go back but this incident has me mad ! I've had several parties at the North Fayette location. This past Sunday, I had another one for my son. BEFORE I start, I have to say that our hostess was amazing . Went above and beyond ! Now comes the bad part ...I went to pay my bill, and the manager had no idea what was owed. He basically had to ask me what I got, other then the 20 kid package 🤦🏻‍♀️He was manually entering in the calculator. When he told me my total, I informed him that can't be right, it was way too high & he probably wasn't deducting my deposit. He insisted it was correct. Ok, I paid and left . Went home & logged into my urban air account to look at the receipt. Didn't recognize the card number , and it stated I left $171 tip on my card. Incorrect - I tipped the hostess cash. So I call...the manager then tells me that there was a problem and someone there accidentally rang out someone else on my sons party & thats why he was manually doing my total. So then we went through the totals & finally he agreed I was over charged and he would have the manager call me the next day. Well someone called me but not the manger of the store. The lady was confused on what I was tying to explain to her. She was referencing my online receipt, where again I had to explain that is NOT my correct receipt due to someone at Urban Air ringing some one else out for my party . She seemed agitated and said she couldn't do anything until she called that location to figure out what happened, that she would call me back later that day or the next. Well 2 days later I still haven't got a call back. I emailed Tami yesterday , the party coordinator, still nothing....

So 1- they over charged me and 2- I do not have a valid receipt for a party I paid for. God knows how much they really even owe me. Urban Air is expensive as is. I'm extremely irritated with the lack of communication. You can't over charge a customer; provide no receipt & then continuously ignore them. I called corporate today and filed a complaint....

We had my child's 8 year birthday party here. While the kids did have fun and our party planner was great, I cannot recommend this place. We purchased the Ultimate Party Room package, but then we spent several days before the event calling trying to get pricing information at adding extra people and extra food. No phone calls were returned except the night before from the corporate office who told us they couldn't help us because it was now less than 24 hours till our event. We inquired again upon arrival and our requests for extra were happily met but nobody knew could tell us how much they would be. When the bill finally came, it was considerably more than we were expecting. We were told they could give us an itemized sheet after we paid. Then afterward, it was not itemized. The general manager told us there was nothing he could do and that actually our planner gave us a discount she wasn't supposed to. We found outer later, she discounted a few of the extra jumpers 9 cents. Manager was more concerned his employee discounted us a few cents than us being unhappy. In all, we paid almost $800, then got treated like criminals for asking questions. Clearly with how crowded the place was, they have no interest in customer satisfaction. They already got our money.

The kids actually seemed to have fun, but the place itself was overcrowded and disorganized. I highly recommend you look at SkyZone in Canonsburg or Flying Squirrel in Cranberry for a kids party. Much more affordable, less packed in crowds, and actually way more open space for the kids to play. The kids actually came up to me in the middle of playing and asked me "Where are the trampolines?" We sure...

Horrible.

We enjoy these places, and understand they get busy. The cranberry location was great. Robinson last time was just alright. Now this time is a different story. There was way too many people inside. This location is entirely too small to let that many people inside. It was absolutely insane. Almost everywhere you go you were on top of other people.. adults and kids. Seriously..just walking up the ramp to the trampolines was a struggle. Parents payed no attention to their children, staff didn't pay attention to children. It was an overcrowded free for all.. there was adults wrestling on trampolines while their kids were bouncing small children off trampolines. Teenagers trying to kill each other in the 7 and under area..No accountability on any front anywhere. Extremely frustrating. There was clearly a staff shortage which is understandable.. then you turn the corner and there was 5-6 staff members just talking to each other. So maybe it is a management problem. We will not return here. Cranberry has a better chance of us going but this location seems like no one cares so you get a child dump zone for rude and misbehaving children from parents who could care less what their kids are doing. There was a toddler.. maybe 10-12 months crawling up into the jungle gym thing with a binkie in his mouth. No parents in sight..when I found them they were sitting at a table below. . Just insane....