Urban Air Trampoline and Adventure Park — Attraction in Westlake

I am writing this complaint with a clear mind as I needed time to process my recent experience at Urban Air Trampoline Pak in Westlake, OH. Today was the worst customer service experience I have received and it resulted into me getting kicked out of the building? I and few other were sitting next to our table in the reservation section for my Nephew birthday party as we had big party for my nephew. I assumed this was ok since no one said anything to the party as I assumed it was because there were no other parties that was going to be seated next to us. Out of nowhere an employee (Who’s name I was denied to receive) who seemed to be cleaning up the other tables came over and said that we can't sit at this table as these are reserved for parties. Now mind you this table was next to our party and it was clear that there was no reservation on it at that time. Along with no one has approached us at any time during the party. So I politely asked "was there a party coming in." The lady rudely said "NO" and said "you have to get up NOW." I was taken back but said ok I will get up in a minute partly because I was in mid conversation with my sister and my son as she rudely interrupted. The employee then calls security immediately at this point I am in shock but I am also glad because I wanted to talk to them as well due to how rudely the employee approached the table. At this time my son is actively pulling me to come with him to the go carts. At this point the employee starts yelling at me so I walk over to the employee to try to figure out what is the issue. The employee is raising her voice telling me that she told me to get up and that I should have got up at that moment. I then explain that’s not how you talk to a customer. She then raises her voice more and then basically yells in my face and say "that she is done talking to me." Once again I am taken back because no employee should talk to a customer that way. The employee then walks away so then the “Manager on Duty” (Who’s name I was denied to receive) tell me to “shoo” like literally told me to “shoo” as if I was an insect or animal. Now once again I am in complete shock on what’s going. I then tell the “Manager” you can’t tell me to “shoo” she said “I just did” and “I can”. I said “no you can’t” and that’s not how you talk to a customer as you are being rude. She then continue to tell me to “shoo” and even used hand motions literally trying to “shoo” me away. I am applaud and embarrassed as I have never in my life received this type of service. As I said to her again that you can’t say that to me she just smirked at me and then called the Westlake police that was on duty at the park. Now mind you I never raised my voice one time as I was really trying to get clarity on the situation that shouldn’t even been an issue. When the police came over I simply tried to explain what happen and how rudely I was being treated. The office said he understand and that can see that I was being very calm although this is a private establishment and they reserve the right to have anyone removed from the building at any time. Now at this point I am in more shock because I was verbally attacked by employees at the "private establishment" I never raised my voice one time or said anything rude but I was told that I had to leave. Keep in mind my son is standing behind me and starts to cry as hears his father being told that he needs to leave the building. As I got my son situated with his uncles as I wasn’t going to let this ruin my son or my nephew’s party I made my way to the front to try to get the names of the employees that were involved. I was given the business card of the General Manager by the police and directed to follow up with on Monday as she is aware of the situation as was there at the time of the incident and approved my dismissal from the park. And advised me to file a complaint with the BBB. I hope this complaint is taken seriously and not overlooked. Please read before going to...

About two weeks ago we celebrated My son’s 9th birthday at Urban Air. I purchased a platinum birthday package and for an extra fee, a private party room. A little hesitant to book this party due to it costing several hundred dollars, I did so anyway. Upon arrival, we were directed to our party room. As we followed our host through the park, she walked up a set of stairs. Confused because she could clearly see me pushing a baby stroller, I ask, “how are we supposed to get up there”? The host grabs the front of my baby’s stroller as if we were gonna carry my newborn up the stairs like that. Dumbfounded by the carelessness and reckless disregard for the customers safety, I carried my baby upstairs myself and was made to make several more trips up and down to retrieve my belongings (stroller, car seat, diaper bag, presents, cake, party supplies, etc.) I was quickly denied When requesting a lower level room. It didn’t matter how unsafe the situation was or the fact we were subjected to extreme heat because our private room didn’t have working A/C or windows. I was told to prop the door open for fresh air. Due to the park being understaffed, they schedule our party host to also work the front desk which was on the opposite end of the park. Most of the time We couldn’t find our host. Because of this, some of the kids were made to wait more than 15 minutes for their wristbands. When Voicing my concerns to the manager, I was told the BEST she could do was give me $50 off my $600 bill and offered my son a single serving of dip and dots for our troubles. It wasn’t until the next day when I realized that we didn’t receive half of the items in our birthday package. We didn’t have a HDTV to display a picture slide show. We didn’t receive some of the decorations (Balloons), and weren’t offered any utensils. Each guest was supposed to receive “party favor scratch offs” for a chance to win Urban Air prizes like T-shirts, wristbands, tickets, food/beverages, etc. My son requested a black Birthday shirt but received baby blue. Again, these items were already paid for!! When contacting Urban Air, they made it VERY CLEAR, they will not issue me a refund for any amount of money, and if I choose too, I can pick my missing items up at their location. When telling them how that is completely unacceptable and asking what I’m supposed to do with balloons and party scratch offs after the fact?! Their response, “I don’t know, but that’s the best we can do.” 😳 Now, I understand some people are always trying to get something for free, but when you’ve already paid for everything upfront to not receive your items then there’s a problem! To be honest, Urban Air, keep the money! Your facility obviously needs it! But Going forward, you will NEVER get another penny from me, my friends, or my family ever again!!! I mean,...

I would like to begin with stating that the park in it itself is wonderful. Unfortunately, the individuals they have working there in particular, the coordinators for parties, lack professionalism, integrity, and work ethics. I recently booked a party online during any time in which they were offering a $99 discount. The package that I bought cost me close to $700. Not only did I pay for the package but I also ordered a few additional items when they came to food. After booking, I had an itemized receipt that showed the discount applied. The day of the party, the host promised, was not anywhere in sight, which made us go into the party room close to 30 minutes late. Now mind you, The private party room was an additional $50. As we are rushing to eat, and hopefully seeing a happy birthday song, the coordinator walks in with another coordinator, and what I believe is an assistant. Coordinator states that I should have cashed out an hour ago in which I had no information on and on top of it was treated as if I was trying to steal or lie because I explained that we had been in the party room 30 minutes late from our starting point due to the weight we experienced. she stated she would go look at the cameras to make sure that I came in the time I mentioned to her. This coordinator and her assistance or other coordinators Returned about 30 minutes later, and said nothing, but that I needed to cash out. When I go down to the cashier area, the coordinator, Allison is rushing me, and did not allow me to ask why the discount was not applied. She cashed me out, and finally I was able to ask why the discount was never applied to the Package I chose. She told me it was too late for her to do anything because I had already been cashed out and that I needed to reach corporate office. I asked for a phone number which she provided, I called. I ended up speaking to a young lady named Angel And she stated that this was not a corporate office. It was just a call center and that unfortunately no one there can do a refund that I had to be done by a manager at the Westlake location in which I booked a party at. I have called the Westlake Ohio location multiple times and have yet to heard from anyone regarding this situation. I also had texted and called and emailed prior to the date of the booking to get an answer regarding this matter and I have yet to hear back...