First of all, you need to know that Exum is actively patrolling and disputing reviews with Yelp. You are not getting the full picture here. Two prior truthful reviews have been deleted at Exum's behest.
I had a positive experince in 1979 with Exum. But the business/park franchise was sold and the new owners are profit-maximizing scumbags who could care less about their guests.
I was scheduled to climb the Grand in 2015. During my first interaction with online staff, I sent them a link to a YouTube video of a climb my dad did in about 1956. Cool stuff, eh? Anyone working for Exum should be interested in such an historic artifact, right? Instead, I received an email stating that they had better things to do than look at home movies. Whoa! How did these people ever get a franchise in a national park? Incredible.
Incorrectly believing that Exum was the only guide service in the park, I reserved two days of climbing school and a non-private climb of the Grand. I was thrilled about my upcoming adventure.
When I arrived, staff in the Exum hut in Jenny lake was not particularly friendly. I filled out the necessary liability release forms and asked a couple questions, including: On the day of the climb, do I park here and ride with someone else to the trailhead, or do I drive myself to the trailhead? I was told that I could do either.
Day 1 was just like I remembered it from 1979. But there was a problem: The guide was an Iraq vet with an extreme aversion to cameras, and one of my goals was to make a nice home movie of the experience. He was a pretty big jerk about my camera initially, but he seemed to calm down after he figured out that I was experienced at shooting candid action material.
Day 2 was weird. The Day 1 guy refused to instruct me because of his camera phobia, and I was assigned to some old guy named Rick. Rick was an impatient jerk for the entire day. I was very disappointed to learn that he was going to be the guide on the Grand climb. But at least I was grouped with two really cool climbing partners.
When I showed up for the climb at the hut, nobody was there from my group. I asked around and they told me to go to the trailhead. When I got there, Rick had his panties all in a wad because I was late. He tore me a new one for showing up at the hut instead of the trailhead. Waaaat? I should have asked for a refund and left. Instead, I continued.
For some reason, Rick had decided to bring several non-paying guests along on the hike to the lunch stop. He devoted most of his attention to the non-paying guests, and seemed unconcerned with me or the other two paying guests. The pace was too fast. I was carrying a heavy camera and needed to go slower. My climbing partners were ok with going slower, and there was no need to hurry to the saddle. There isn't much to do there, so arriving an hour earlier would have served no purpose.
I told Rick that I needed him to slow it down. Not only did he refuse, he put me in line right behind him so he could keep an eye on me. What, I'm causing you trouble by wanting you to adjust to my pace? Did I need to pay for optional polite service? Or for a climb without your friends along, distracting you from the needs of your paying guests?
Eventually, I advised Rick that I was not going to continue the climb with him, and I downclimbed with another Exum guide.
When I got to the bottom, I headed to the Exum office and advised them that I wanted to schedule a private climb, so I could go at my own pace. Then, after discussing the weight issue, I agreed to pay for two guides - two simultaneous private climbs - so that I wouldn't have to carry my camera gear. I made a $2000 deposit on a $4000 climb and was put on the calendar for the following summer.
In June of the following year, their calendar filled up and they apparently realized they could make more money by redeploying the second guide to some other activity. Cyndi, one of the co-owners (she drives a Porsche), called to tell me that they couldn't do the deal I'd made 10 months earlier. This would put me in a bind, because the calendars of guide services fill up much earlier in the year.
I pushed back, and she started making excuses related to the camera gear. Oh, she said, we can't have the climb stopping over and over for you to shoot. I responded that shooting does not create a time burden at all, and that her concern was not valid. Oh, she said, we can't tie up the trail. Nonsense, I said.
I went on to describe my father's 8mm film. She cut me off and said, wait, you're going to shoot 8mm? That's out of the question because that gear will be too big. At this point, I realized that I was dealing with someone with no clue. An 8mm camera is about the size of a large sponge, and weighs about a pound or two. She put up a big fight over gear that was much smaller than I was planning to use.
Out of words. Don't hire Exum under any circumstance. read more