Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2023Sep15 ******* and I attended Project Climb. This time, upon entrance, we were immediately told by the employee working there to leave or that the police would be called. I was told that it was because of "**** *********", and that my son's struggles were a danger to others. I let him know that my son does struggle with being on the ****** ********, with concurrent **** and *******, and he responded that I hadn't told him that the first time that we had been there.I was hopeful that we could work out going over the importance of the centre's rules and give the centre another go with clear expectations, but the employee refused and continued to say that they would contact the police if we didn't leave immediately.When I asked him his name, he refused to give it to me, and communicated that I knew where he worked. When I asked who his supervisor was and how to get a hold of them, he refused to do that too. I was shocked by this, having worked for decades in a career interfacing with the public. I don't know if I've ever heard of an employee representing their respective company refusing to give their name, or supervisor's information. I am curious why this employee chose not to do so.Throughout our exchange, the unnamed employee also was bickering back and forth with ** ********** ***. After we left the business under threat of police involvement, my son was very upset as we drove home- and later going over the events, my wife and I were shaken by how my son and I were treated by the unnamed employee at the centre.On 2023Sep17, I emailed Project Climb regarding wanting to speak to management about the experience. No response.On 2023Sep27, I emailed Project Climb regarding describing the experience, and seeking a resolution. No response.

  Business Response

  Date: 07/11/2023

  Hi there,

  This customers version of events is very different than what actually occurred. I did not reply to his email because we did not want to engage with an aggressive customer any more than we needed to. He was already informed twice now that he is not welcome in our facility.

  During his first visit he provided no supervision as required per our facility rules for his son. His son was breaking multiple rules, running underneath other climbers and several times told our staff he was going to punch them in the face. The father was given roughly 10 warnings and reminders about the rules and that he needed to keep an eye on his son or they would be asked to leave. Each time the father seemed to pay little attention to the seriousness of the request and did nothing to resolve the situation. Eventually he was asked to leave as he made no attempt to improve the situation. The behaviour that was occurring could have very easily led to serious injury or the son or another user of the gym. In a rock ********************** facility safety is absolutely paramount. We have never had to ask someone to leave like this, and he was told they would not be welcomed back in the facility. At no point during this visit was there any mention of his son being on the spectrum, which even if that was the case they would have been asked to leave due to the behaviour and safety issues. Had the father taken us seriously and properly managed the situation they would have been very welcome to stay.

  Upon the next visit we did in fact inform them that they were not welcome in the facility, as we had previously informed him. We are not going to risk a serious injury. He then became aggressive with our staff claiming discrimination and that he was going to call the police on us, which we welcomed him to do. We at no point mentioned calling them ourselves. The father made a scene for about 5 minutes, still threatening to call the police and also threatening the job of our staff. Our staff at the time did not want to give a man acting ************ their name, which I would not expect them to do, and asked them to leave again which he eventually did.

  If his son would like to come climbing and has a care taker who can ensure he is behaving safely in the facility he is welcome to, however the father is not welcome.

  Customer Answer

  Date: 08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************