Update: We had agreed to an amount for membership for our 3 children during a black Friday special per the Assistant Manager. Well, we signed up for a 3 month term, however, they did not have us sign anything nor give us any paperwork of agreement but did draft our first month with the agreed charge. That was in December and the amount was accurate, however we were charged far more than what we agreed most recent 2nd month. This has to be illegal lol, seriously (we NEVER agreed to the amount they charged second time around and it was even confirmed via verbally in person the charge would be same as last month) and the man on the phone at Stone Co said he could not reverse it after speaking with his manager??? An establishment can always always reverse especially if they made a mistake. That is laughable and just ludicrous to say. We planned on signing up our children for the after school program and everything, spending future thousands of dollars yet this establishment cannot even honor the promo they gave us when we decided upon a 3 month promo deal. Very very disappointed and feel very wronged and taken advantage of and will consider filing a complaint to the city if they do not fix this wrongful charge (update: Chase fought this for us and succeeded). I cannot believe the incompetence and lack of care to make it right. I would love the owners to reach out to remedy this entire ordeal. This was a big waste of time and headache yet we are willing to move on and still continue being customers, if they would simply reach out and like I said ... to "make it right".
12/06/2020 review:
We signed up for a membership last week. At time of sign up the co owner was there and was/is super kind and fantastic customer service is evident. The man who signed us up for membership was also really nice. Our third or fourth time in, however, upon scanning our member cards, Josh came at me full force in front of other customers and another employee at the desk saying "woah woah woah we have a billing issue" waiving his hands around and more talk about our account, etc etc and that we have to get updated billing updated on file. I knew for a fact we already had been charged for the month and that we were on a reoccurring plan because Chase Bank online stated it. I even had to dig out my phone via chase app and show him in order for him to calm down in front of my family and strangers. He looked at it and was still overwhelmed, it seemed. There was zero tact and it was *highly embarrassing* in front of other people wanting to climb waiting in line and simply unnecessary to speak that way. I decided to have my husband take over. (I have health issues with Dr's orders to avoid stressors and this was highly stressful with his panic and undertones of "we need to pay now everything is wrong" energy). He later stated to my husband it wasn't a "money issue" and apologized, I will give him that. But I wish it had never happened and if not about money, why come at me like that with billing accusations then? I understand if there truly was a billing issue (but there was not). And if there was (or was not)... how about being more indiscreet about it? It still bothers me being treated that way - yet I understand this also has nothing to do with the owners.
We also met Jesse and absolutely adore his demeanor and "above and beyond" spirit of kindness and customer service. He is my favorite lol. For instance, last time in my 6 year old decided that his climb shoes were hurting so much and started to climb shoeless despite us telling him to put on his shoes and climb shoes are meant to be tighter. Jesse was BEYOND kind by first speaking to him nicely about how it's important to wear shoes and then offered a solution to find another shoe size for better comfort. He is so good with kids - very impressed. I hope the owners place Jesse in teaching some kid climbing classes. Stone Co has a true winner there! read more
