Urban Air Adventure Park - Corporate Office - Bedford, Texas

VGB Flores

El Servicio al cliente es terrible, llame al número que aparece en su web y la espera es de 20 minutos y después se corta la llamada.
Nuevamente llamo dejo mi número para que regresen la llamada y no lo hacen.
Trate de adquirir unos tickets y cuando trate de hacer pago, decía que mi tarjeta fue declinada. Y horas después aparece el cargo en mi estado bancario.
Más sin embargo nunca recibí un email de confirmación o algo que pueda yo mostrar para poder adquirir mis entradas y lo que pague de comida.
Llevo todo el día tratando de que solucionen el problema y no recibo ninguna ayuda ni por email, por llamada, por Facebook o por Instagram.
Pésimo servicio y aparte se quedaron con mi dinero. ?

Betty Mejia

Exelente.

Rachel C

This establishment needs to be SHUT DOWN!!! Someone is going to get hurt. The place is FILTHY, and the employees are RUDE!!! They have teens with attitudes working there and they have NO patience with the kids. They were annoyed at the fact that they had to even deal with the kids (they gave attitude to them). The only reason why I'm saying this is because our kids (ages 11-16) mentioned it as we left. All the employees were too busy chattering to even help the kids in the fly zone. The kids had to wait in line for them to finish their conversations. It seemed to be a hang out spot for the employees. One of our kids told us that she was not strapped in properly for the fly zone and when she mentioned it to the staff, she gave her attitude and told her "It's fine". Thank god she insisted to be strapped in properly because this would have turned into a tragic accident. The floors are black and sticky. No one is cleaning up and there is no supervision at the different attractions. I saw parents getting into the ball pit with regular or no socks at all. Unruly big kids were running all over the place knocking down little ones. The area that was designated for toddlers was taken over by older kids and parents were scrambling to move their toddlers to safety. The staff needs to be retrained to work with kids or work somewhere else that does not involve children.

Isaac Kim

!! PLEASE READ !!

Dealing with Urban Air’s “Guest Loyalty Team” was equal parts frustrating and hilarious. I canceled through their required contact form ahead of my contract ending, but they still overcharged me—14 payments on a 12-month contract. When I pointed this out, this was the response I received:

"Hello Isaac,

Here at Urban Air we care about our customers and want to provide the best service possible. This will be our final correspondence.

Thank you,
Alyssa
Guest Loyalty Team
Urban Air Adventure Parks - Membership"

WHAT Forget the fine print - whether it favors Urban Air or me isn’t the issue here. What’s truly impressive is how they managed to completely ignore every point I raised while claiming to “care about customers” and simultaneously shutting down the conversation.

If you’re thinking about signing up, just know they have absolutely no interest in resolving any issues you might face.

Full correspondence is attached for anyone curious enough to read it all.

D Nice

October's 4th 2024 4:00 p.m. I called the Urban Air number to speak to someone because I had questions I needed to ask so it started off really bad. Then I get to the Urban Air place in McKinney, Texas to find out that the staff members are very lame waiting for the guests to arrive. Ordered food

. spent pretty penny there on food just to find that we had two burnt pieces and had the nerve to serve it to us I then went to the GM named Ash I was so disgusted in the fact that the kitchen served us with two burnt pieces. When I spoke with Ash I told him that I didn't even want the pizza and wanted my money back or to comp the order. He did apologize. We waited almost damn near a half an hour before we got the pizza and only thing that Ash did was sent out two pictures of soda. Wow! I met the new manager of the kitchen name Sue. She was very apologetic. Very nice. She was new so I don't blame it on her I blame Ash he did not give us back our money. He sent another staff member to see if we were fine. The staff member gave the kids these glow necklace I guess that was supposed to pacify the issue. Sue was supposed to come back and let us know about getting my money back. Never showed Ash never showed up anymore after the pizza after 30 minutes waiting Gm Ash and New kitchen manager, Sue Hid in the office the rest of our visit unprofessional I never wanted to go back to the McKinney location. Their ghetto unprofessional equipment is so disgusting. My daughter had a birthday party there 2 years ago. Spent over $700 messed up her pizza ? and her food and all they did was gave her 21 passes for the kids to come back. Wow someone needs to look into this location

maira Delgado

Good luck trying to cancel! Never again! I have not been going with my kids so I go in person to cancel and they say “oh you gotta call” guess what… no phone number! You can only email. So I email and tell them how frustrating it is that the employees don’t even know the dam phone number cuz the managers only direct them to call. The member services say I can’t cancel until 12 months. After 12 months I can call and cancel! I ask what’s the phone number in hopes to pay a cancellation fee, and no one has the dam phone number and a manager won’t even talk to you! The team members always say there’s no manager on site! How is that possible?! Oh and let’s not discuss the pizza! We were all getting pizza slices for free several times since we all have memberships, and one day they said “oh only kids.” That’s not listed anywhere in their website! Which I was like ok odd. Then I ask another team member about that since we always got slices and the response was “it really depends on the team member!” Like ok I’m done! I would of accepted a “sorry this is a new rule” or “the people serving you were new” but not a “depends who you go to! This is ridiculous! Look up the membership agreement! Death and disability. That’s how you get out of it! I have had the worst experience with urban air!

Rayne Robinson

Although my experience with the south lake location was awful ! want to acknowledge the lady who checked us in; she was professional and acknowledged my frustration and help me with all our needs that she could . However, my visit took a turn for the worse when my son went to try to receive his complementary pizza, as membership holder we went to the concession stand for his complimentary pizza. After the young man taking his order abruptly walked away without explanation, another staff member came out to take his order he asked if my son if he had a card to pay for a drink, which I did because they couldn’t accept cash something about they did not have a cash draw. When I inquired about my son’s pizza, I was told the pizza dough had an issue, and he could only have popcorn. I asked to speak with a manager, which he disregarded and proceeded to assist the customer behind me . I went to find the manager who explained that they had lost half their food due to freezer problem but gave the option to substitute for cotton candy because they are waiting emergency food he also could not give timeframe for when more pizza would arrive But my kids could have corn candy instead. Which confusesed me because when I went back to the concession stand I could see them preparing pizza and the back and could see things like wings and french fries on another customers, table. I reapproached to explain to Devon what the manager said and he offered no acknowledgment and dismissed me, which left very me irritated. After speaking to the another manager this time, who noted his friendship with Devon, I pointed at Devon to show her who I was talking to , and he waved at me with a smile and I ask him to come near us so we could discuss there issues but he refused to engage or come over to address my concerns and proceeded to walk off again and go to the kitchen . Despite her going to speak with him, I never received further communication. Frustrated by the overall lack of assistance and consistent issues during my visits, I’ve decided to cancel my membership and will not be returning to any Urban Air as this experience mirrored previous problems we’ve faced. Very unprofessional and Lack of management . Managers are more worried of friendship with employees then making sure that customers are being taking care of properly.

Brandon Smith

When I purchased a Pass, I was not aware that I was purchasing a year membership. The lady I spoke to at Urban Air Mansfield, I told her I wanted my grandkids to only enter for the Month of July ONLY. I thought I was purchasing a month pass for July only to find out that I a signed up for a year Membership. I called the Membership Office and the lady who answered was rude from my first sentence I spoke. I never cursed, yelled or spoke any profanity. I explained to her that I was mislead. She had no answer for me except well your in a year membership!! I have no contract in my email or nothing that explains anything. I asked for her name and the Corporate number and she hung up on me. However, I am not done....

Stephanie Smith