Urban Air Trampoline and Adventure Park — Attraction in Viera

This company has the worst customer service. Let me explain my horrendous experience.

I took my two daughters here on a Friday morning. As I looked at the pricing scheme it seemed to me like it would be cheaper to pay for a one month membership than to pay for a single day. All over the walls and pricing boards it says to ask the staff for more information about memberships. So I asked if it would be better to just pay for one month and then maybe come a few times during the month and was told by the staff member that yes this would be a good idea. I decided to return the next day on Saturday with my husband and two older (school aged kids) too and went online to make a membership for them and saw in the fine print that you have to pay for 12 months, not month to month. And if you don't want a 12 month membership then you have to pay a $150 cancellation fee. We went to the park on Saturday anyway (having promised our kids we were going) and the manager at the park apologized for the confusion and told us it was not clearly posted anywhere (she added the details in sharpie right then to one of the pricing charts) but told us she could do nothing about the bait and switch and we would have to deal with corporate online to cancel the membership and address complaints. (That Saturday we didn't even use the memberships we had but paid for everyone for individual day passes).

Now dealing with corporate we find that we are not allowed to actually talk to a person but would only be able to communicate by email. I emailed and got only token copy and paste responses of their policy in response. NO real communication. My husband tried calling and was told there was a supervisor he could speak to but she was unavailable, they gave him the extension to call her back later. He tried 3 times and left messages with out a response. Called another day and asked to speak to said supervisor and was told she just stepped into a meeting but that they were calling our branch to get details and were addressing the problem but PROMISED him that he would get a call by the end of the day to address the problem for us. NO CALL came. He called back the very next day to speak to the supervisor and this time was told the supervisor was out of the office til the next week. He could call back then to speak to them. Never have I been given such a ridiculous run around. I'm not sure if the supervisor even exists or if they were just lying. But every time the story changed and never were we allowed to speak to anyone or get our concerns and problems addressed. I will never return to a place that so blatantly pulls a bait and switch and then refuses to respond to customers who...

Can totally understand why they are not Better Business Bureau accredited!! Normally have the best experiences at parks like these unfortunately this one was an absolutely terrible experience. Manager Laci has absolutely no customer service and disgusting attitude towards her customers. Don’t feel like you can express to her any issue you may have as she will tell you she flat out “does not care about repeat customer or customer satisfaction as she’s still going to have customers”. After expressing concerns she then threatens to kick you out of the establishment, which is her right of course but is it a valid reason, absolutely not. She is unprofessional and I do not recommend doing business with this specific location, as I cannot speak for the entire company… this is one location they need to rethink their management staff. Phone booking service was great especially for taking the complaint as they are a franchise and no way to speak to the supervisor directly. Party would have been worth the amount paid if they didn’t decide “we just very recently stopped and weren’t honoring the “PLAY ALL DAY””that was supposed to be included because summer is coming up and we were then limited to only our party time and asked to leave right after. I had this party booked for well over a month and the only reason on deciding to go with this place over route 7 was the play all day that I spoke in depth about with the woman I booked my party with. Just a heads up for parents of little who would like to have a party they don’t tell you that almost everything has a height requirement and if your 47 1/2inches or smaller you get to only play on slides as their team members will remove the children and tell them they can’t play, not even the ball pit. My sons 5th birthday party was a complete heartbreaks as a mom for it being a nightmare for him. All this fun stuff to do and nothing they’d allow him to enjoy any of it.

And as you can see they try to make things better by blaming the parents. Not taking accountability for their way of doing business. No cuss words were exchanged not was anyone belittled but because as customers we were not happy with the way they decide to just not honor parts of the party that were originally told we would have they then try to make it as if that’s your problem and you can leave if you don’t like it. That not how anyone should do business. Had it been clearly stated on the 29th when the phone call was made to confirm I would have absolutely canceled a head of our time and avoided the entire scenario and gone where we knew we would be...

From price to quality definitely 1 star. Highest priced trampoline park in Brevard and not as many trampolines as other parks too. I'm the parent of a 3 year old toddler and they still charge the parent an admission ticket just to follow them around on the trampolines!!! Sky zone in Rockledge doesn't btw. Also they made us switch our grippy socks to their brand name socks because we had sky zone socks not urban air socks. An actual employee stared me down for 5 minutes and followed me around the park before she demanded me to lift my foot up to show her my socks, uhm no? A staff member trying to inspect a part of my body, that's wild! Just ask me what you want and I'll tell you. She said we could exchange them for free, WRONG I had to pay for their socks. Sky zone doesn't do this btw. Her presence was so uncomfortable she was constantly yelling at kids. Everyone she came around everyone in the park felt like they were doing something wrong and the jumpers would tone down the jumping. She definitely killed the fun for the kids. For the price you pay you don't get as many attractions as other parks either. Minimal trampolines. Cleanliness was 1 star. They have an attraction that has a ball pit filled with WHITE balls and there is dirt all over them so gross. The bathrooms were the WORST. Immediate smell of raw sewage fumes. First stall had feces all over the outside of the bowl. We went to the last open stall and I'm helping my toddler to go potty and the drain in the floor was what was emitting the raw sewage smell I was getting so nauseated because it was fumes. What was more disgusting is actually accepting what I was breathing in was rotten human waste. The locks on the stall don't line up properly so when I went to slide it open it open with force and cut my finger open. I went to try to wash our hand one sink had no water flow the other only has SORCHING HOT water.... Which means no one washed their hands that went to that bathroom. Went to use the germX hand sanitizer and the push level had black grime filth built up. Felt like I was going to catch MRSA in the place with a fresh cut. Oh and I bought a bottle of Gatorade and asked for a kids cup with a straw so that my toddler can easily drink it since the opening of a Gatorade bottle was too big.. THEY SAID NO. They won't even give you a paper cup. Terrible service,...