Complaints

This profile includes complaints for Inner Peaks Climbing Center at Crown Point's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Inner Peaks Climbing Center at Crown Point has 2 locations, listed below.

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  Inner Peaks Climbing Center at Crown Point

  10715 Independence Pointe Pkwy Matthews, NC 28105-2745

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  Inner Peaks Climbing Center at Crown Point

  2220 S Tryon St Charlotte, NC 28203-4960

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:04/04/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I entered into contract with inner peaks last year to use their rock climbing facilities. The business could not maintain their climbing facilities as described in their our agreement. I asked for my money to be refunded and they agreed to remove me from charges. At this time I was satisfied until I continued to billed monthly charges. The business does not know how to operate their own auto draft system and thus are illegally charging unauthorized amounts to cards of persons no longer under contract with their business. I have had to cancel a card so that they would stop billing me and they still send me threatening messages of attempted drafts even after I have explicitly warned the company on many occasions to stop harassing me or I would elevate the situation. If a company like this can not maintain their automated systems they should be held liable for the mishaps. Thanks

  Business Response

  Date: 04/10/2024

  **************** purchased an Individual Membership from ** in November, 2022. In September of 2023, there was news regarding the manufacturer of our "autobelay devices", which led to our decision to no longer offer the use of those devices (10) to our customers.  **************** submitted a request to freeze his membership properly in accordance to the terms in our Membership Contract prior to any of that change. We processed his freeze request as requested.
  
  He unfroze his membership via another request submitted on September 2, 2023 to resume his dues. He was charged the prorated dues for the remaining dues for September. On September 25, 2023, in response to hearing the news we no longer had our auto belay devices, **************** submitted another Membership Change Request to freeze his membership effective from October 1, 2023 through February 29, 2024.
  
  Requests must be submitted before the 25th to allow our team to process the flood of requests at the end of the month with accuracy. On October 2, we connected with ****************, in which our Membership Manager apologized for the delay and corrected the amount charged to ****************' card on file. He thanked us for that fix and said he would rescind his complaint. 
  

  His most recent dispute is in the regard to the fact that he did not further submit a cancellation request for his membership. We have no automated failsafes that would catch the billing history like **************** to not charge him again once ******* resumed on March 1. We received no written notice from **************** about wanting to terminate his membership since October. His unpaid balance has been wiped clean from our system and we have no reason to need to continue to dispute this issue. I was only made aware of it yesterday and want to meet the deadline of 1 week response time. However, if **************** or anyone from the BBB has further questions about this matter, I am happy to discuss this further to resolve. It is not letting me upload my email supporting info.

  Customer Answer

  Date: 04/11/2024

   
  I am rejecting this response because:
  The organization suggests that I submitted some sort of form with the company. I have not utilized the companies automation system since the time I explicitly informed them I intend to not do business with them since their breach of contract. I have told employees explicitly how to make the situation right and if they interpreted this to mean they should enact a freeze on my account then that was a decision they made outside of me. I never submitted any form as the business suggests. I find it alarming that this company is willing to initiated contractual agreements without the consent of consumers and this should be investigated. The response received here is not only unsatisfactory but raises further concerns that employees are allowed to change consumer contracts without the consent of the consumer. I still am hoping for the same result, I wish to not be contacted or harassed by the company Inner Peaks. I have explicitly communicated my desire to the staff. If the staff cannot figure out how to manage their systems to achieve this I believe they should not be able to utilize such technology. Thanks

  Business Response

  Date: 04/18/2024

  In ****************' response, he references an automation system, which is actually just a link on our website that is available to all members as the best way to communicate that any changes be made to their profile in our customer management software. Since he purchased a membership on November 4th, 2022, our records show that there are 5 electronic documents (labeled MCR for Membership Change Request) attached to **************** account: 3 of them are for membership freezes (submitted 12.15.2022, 6.14.2023, and 9.25.2023), the other 2 documents were submitted to unfreeze/ continue his membership. **************** communicated directly with our Membership Manager in early October 2023, but he did not request or mention cancellation of his membership during that exchange. 

   

  The harassment to which **************** refers is 4 emails that were sent automatically from our customer management system on 3/1, 3/3, 4/1. 4/3. It sends a simple notice during an automated billing cycle to all active members who had a declined charge to the card they have saved on file to let them know there is a balance on their account. **************** replied directly to the email sent on April 3rd, 2024, which is the first written communication I am able to find anywhere within our records.
  
  His message, in it's entirety, read "Please stop harassing me or I will be forced to report your organization to the police."

   

  Email communication is attached above for clarification and context. There is no need or desire on our end to continue this dispute. I apologize to **************** that he felt it necessary to follow up in this way. If he is suggesting that he was not the one to either submit the Membership Change Requests or be in communication with our Membership Manager, please let me know. That would indicate I should be on higher alert for bad actors from a web security perspective.