Jonna Leanne P.
Yelp
Joined high point 3 months ago - despite moving to Atlanta and not being able to use my monthly membership.
My experience during my time varied. Sometimes the staff members were exceptionally kind, and sometimes, they seem so busy talking to each other you have to get their attention.
As far as the climbing experience, I first went through training, which was fine, the training was quick and I was in a group of other "newbies" - my first day; they were so busy, so I was only able to do two courses on autobelay. They told us you have to take a test in order to do the other courses.
First impression:
Pros: fun creative courses, ways to climb by yourself
Cons: poor and inconsistent customer service, and crowded.
I returned another night, and it was poor timing I suppose because everyone was there and there was only two courses I could go to with autobelay. I waited around for people to free up a course, and no luck.
Realizing this, I went to the front desk to ask about a belaying test, and I suppose the staff member misunderstood, because they just told me when the next class was and how much it costs. When I tried to ask about more details, the girl turned to another guy to ask the details, and he told me he was in the middle of a training and couldn't help. "It's fine" I said, I'd just call so I could try to climb some more rather than wait around for someone who knew the details.
I went a few times after that, but found out I was moving to Atlanta for work. That's fine, I'll ask for a cancellation after my 3 months is up, so I called, and was told I had to wait until my 3 months were up, and then cancel. Ok. Another hassle but I guess I signed a contract so I would wait. Flash forward to the end of the month, I called and asked about canceling...
I emailed the email on my membership dues asking how to cancel, and was told calling would be easiest, or I could do it online.
I called and spoke on the phone with a high point staff member, and when I asked to cancel my membership, the service was prompt and easy, however. I was told the billing had already gone through and I could not receive a refund. I heard the team member on the other end of the phone talking to another employee when I asked to speak to the manager I could hear him asking if he should just tell me no. What kind of customer service is that? Luckily the guy he was taking to told him to take down my info. I understood the contract was an issue, but I was getting charged for a monthly fee + equipment that I wasn't using. That seemed odd.
Within about 30 minutes, I get a call from a manager, named Ethan and he leaves a voicemail. I call back immediately and someone named Haley picks up. I ask to speak to the manager who I had already asked to speak to, and instead she says she's up to date on my issues and asked for my account information. I gave her the same spill and information and she just kept saying that I had membership until the end of the month because they already processed their EFT's and don't do refunds. That's fine - it's in the contract, I understand, but what about the equipment I'm not using and the fact that I called a month ago. She said she had no record of my call and that they put notes on the account if that were the case. Then I asked ok well what are the notes you have from the last call. She said "we don't have notes on that because you had asked for a call back". So I guess you don't take notes every call??
Obviously I'm upset by the fact that I tried to call a month earlier and nothing was done. And basically would have to pull up my on phone records to prove I even called because they have no record. But I'm mostly upset by the multiple times I have been treated poorly by staff, and the fact that even though the manager tried to call me, I could not speak to him.
Moral of the story, keep documented records or your experiences here. Take time during training to get all of the questions answered, and don't opt for monthly EFT. Not only is their process not customer friendly, they will not go out of their way to help you out despite the fact you don't even live in the area, and depending on who you talk to, they all seem to say something different.
I am deeply saddened I had to leave this review. I even called to let Highpoint know how upset I was about the process and customer service, but they seem to think it's only about the money for me. :(
Wishing others a better experience.
