ComplaintsforUpper Limits Rock Climbing Gym
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Complaint Details
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Initial Complaint
06/06/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
The climbing gym charges an extra $15 per month for existing members to use the training area. It is also reserved during prime hours (Mon-Fri 6-8pm) for the kids team. This is extremely unusual and unprofessional as I've been to a dozen climbing gyms in my life and none charge extra to use their training equipment, nor would they not let you use it during prime hours. Upper Limits does both. On top of this, it has a separate entrance than the rest of the gym which allows members to access via thumb scanner. The bonus here is the separate training area opens at 6am via your thumb print rather than waiting for the main part of the gym to open at 11am. However, the thumb scanner repeatedly does not work. 6 times, in fact, in the last 8 months including 4 times since March. I have notified the gym of every time this happens and they do nothing. Getting up at 5am, having your breakfast and caffeine, and driving 20 min to the gym just to turnaround is extremely inconvenient. To repeatedly not offer services during advertised business hours is illegal and must be rectified.Business response
06/24/2022
We have refunded the consumer all of his money. This complaint should be resolved.Customer response
06/29/2022
Complaint: ********
I am rejecting this response because:
While gym membership fees were refunded, the gym owner made no intention to reconcile the damages caused by repeated inability to access the gym during advertised business owners. Nor did the gym owner state any intention to re-evaluate the sign in procedure and/or QA procedure. The main disconnect here is how frequently the gym access was denied by myself and other gym members while gym staff repeatedly claimed the sign-in procedure worked for them and passed their testing. Refunding gym fees for one noisy customer is no way to resolve a systematic issue impacting many paying customers.
Sincerely,
***** **********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.