Good & frequently updated routes; poor customer service.
The good:
- The routes are frequently updated (new stuff almost every week)
- The routes are diverse (dynamic, static, overhang, crimp-y wall stuff ...)
- The walls and holds and mats are all, as far as I can tell, state-of-the-art
- They use GriGris for top-roping
- The top-roping section is also large and interesting, with some cool cracking climbing and other stuff
- They offer excellent courses on a variety of topics
- There is also a built-in (small) gym for yoga, aerobics, and some weight lifting.
The bad:
I don't have general complaints other than that customer service isn't great. I can provide 2 examples.
1. I brought in my dad's old harness, and asked if it was safe to climb in or needed to be replaced. They looked at it, and said it was probably around 15 years old and would need to be replaced. I asked if they could hold on to it while I climbed and then after I was done we could talk about doing their trade-in program where you trade in an old harness and get a discount on a new one. I clearly communicated that I needed to talk to my dad first since it was his harness, and this was why I wanted to deal with the purchase after I was done climbing. When I finished climbing I called my dad and he said the harness had never been used and was stored in a cool, dry place, so it should be safe. I decided not to buy a new one. But when I went back to grab my harness, they had cut it with scissors so it would not be usable, under the false assumption I was trading it in. They should never do this before the transaction has been completed! What happened essentially is just deliberate property destruction! I complained, and they gave me an extra 10% off of a harness they sold - which is about $7 off a $70 purchase. I said they should give me a much bigger discount - selling it at the price they bought it for, so they would not make a profit, seemed fair to me since they had destroyed my harness without permission - and they refused. This left a very bad taste in my mouth. SO be careful when buying stuff here!
2. I went to this gym all summer, for months, and at the end of the summer I wanted to extend my membership just one more week before I left town. They refused to pro-rate my membership for a week and said I would have to pay effectively hundreds of dollars for one week if I wanted to climb regularly that last week. I think this inflexibility was unreasonable; I had spent hundreds of dollars on my membership all summer, my new climbing shoes, my new harness, and snacks, and it seems like a well-run business would recognize that and have the grace to be flexible and pro-rate my membership for that last week.
In summary, the routes are awesome, and the gym is fancy, but the customer service sucks. read more