High Point Climbing and Fitness - Downtown — Attraction in Chattanooga

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.

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.

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...

We have been saving up to check this gym out and were so excited. Unfortunately, it didn't turn out well. I hate writing bad reviews, but I think people need to be made aware before they may waste their money. Orientation was terrible, the guy talked so fast we couldn't understand him and he didn't seem to care or want to be there. Then I saw people mess up on the "test" and they were still passed.

I climbed for years, but had to take time off when I got sick. So I messed up on my figure 8 for the belay test. Practiced for a second and muscle memory came back, but they still failed me. I would have to take a class only taught on specific days during the work day and they don't tell you this until AFTER you pay. Take a second to get muscle memory back and you can't climb or pay for a refresher?! I've climbed all over the country and never encountered this. You can only take the refresher on workdays at a specific time. So if you work, or are traveling, you're just screwed.

My husband passed, but I didn't, so neither of us could top rope. I have a fear of auto belays because I've had them fail on me and gotten injured. Bouldering area was crowded, and we could barely get in. People were just hanging out on the pads underneath climbers, which is dangerous, right in front of employees who were just shooting the shit. Oh and you can't use your own chalk, only chalk balls. After paying for everything else, we couldn't afford new chalk balls for everyone. Kids area was segregated and we had kids of multiple ages with us, so not a great family setup if you want to spend time together. We essentially couldn't climb and wasted a lot of money (to us) and time. We left totally disappointed and rejected. Potentially great facility, terrible system and...

I would recommend any other place than here! We love to rock climb, no we are not experts and to be honest it’s something that we enjoy even more when we get to do it in every town we visit! It’s so exciting to see new gyms and new walls and to see how everyone does it! (It’s so different even the way they rope) Except here! Wow! What a place..to be honest I don’t even know how they have a certificate from Trip Advisor! You would think they want visitors to come try their gym! After all you spend $53 for 2 for maybe an hour or hour an half there! These people wanted nothing to do with you! As soon as they took your money it’s like you’re just an inconvenience in every way, here is your stuff and we will be with you in a min. Not “would you like me to show you?” or “do you have any questions?” Fine whatever I helped my partner get ready and so did I. Now the walk. The tour guide was so dismissive.. “You see that? Good, if you have never done it just leave it alone“ “You see that too? Good, if you have never done it just leave it alone“ She’s not even asking if we have done it! In every town we have gone and done rock climbing we receive great service. “ hey, here is your gear, let me know if you need help or have any questions”, the walk “ you see this this is how you do this wall if you haven’t done it before just let us know and will be happy to show you, and please don’t worry we love climbing so any excuse to climb it’s best for us! Don’t hesitate to ask” As you can see its a world of difference! If you are not an expert, don’t waste your money only to be treated like you are not good enough...