Central Rock Gym — Attraction in Stoneham

This review is an email I sent the manager regarding staff behavior and gym culture:

“Dear Becky,

I’m writing to share some serious feedback regarding my husband Andrew’s experience at the 6:30 p.m. belay class tonight (6/19) with Stacey at CRG Stoneham. Unfortunately, his experience was not only disappointing but, sadly, not surprising based on previous encounters we and others have had at this location.

Andrew shared that the class began before the scheduled time, and he had to be caught up by the instructor. While he appreciated being brought up to speed, it understandably disrupted the flow for others who were already present.

More concerning, however, was the way the instructor, Stacey, conducted the class. Andrew described her as condescending, visibly frustrated, and dismissive—not only toward him but also toward other participants, particularly an older gentleman in the group. After the class, Andrew overheard her at the front desk referring to the learners as “not bright” and “stupid.” This is completely unacceptable behavior from any staff member, let alone someone in a teaching role.

For months, we’ve reached out requesting one-on-one belay instruction—offering to pay whatever was necessary—but were repeatedly directed to group instruction. This situation was entirely preventable had our requests been met with flexibility and an understanding of different learning styles.

Frankly, I’m livid. This isn’t an isolated incident but part of a pattern of poor professionalism and disregard we’ve witnessed at this location over the years. I’ve spent over 15 years in the fitness industry, and one key principle I teach the coaches I mentor is this: if you see bad movement or behavior in your space, you’ve either coached it or allowed it.

Time and again, I’ve seen staff at CRG Stoneham struggle with basic standards of professionalism—respect for clients, time management, spatial awareness, and general courtesy. And I know we’re not the only ones who’ve noticed. The overall culture at this location feels increasingly toxic, and I suspect this stems from a disproportionate focus on advanced climbers and team programs. When too much attention is given to one part of the business, other aspects—like general member experience and facility upkeep—suffer.

A clear example of this is the fitness area, which is consistently dirty and poorly maintained. The floors are covered in dust bunnies, equipment is often misplaced or damaged, and the space lacks the cleanliness and pride that should be standard in any fitness facility.

I sincerely hope this feedback prompts some internal reflection and action—whether that’s staff coaching, improved hiring practices, or an honest investment in gym-wide culture and cleanliness. I know this gym has potential, and there are wonderful staff and members who deserve better.

For transparency, I’ve also posted this feedback to Google Reviews. I’m more than willing to meet and discuss constructive ways to move forward and create a more inclusive and respectful environment for all CRG...

I usually make just 5 star reviews because if I’m not crazy about a place, I don’t bother writing one. But I’m leaving this meh review because we are CRG members and I really wanted to love the nearby Stoneham gym. It’s probably great if you are an advanced climber with climbing partners. And I like that they offered chalk. But other than that it was such a bummer. My 9 year old is on the rec climbing team at a different CRG location so we went to the Stoneham gym because it looked great online. First, I was taken aback that the few auto belays are crowded on top of each other. There are 4 or 5 climbs that aren’t rated - just lots of easy holds including one that is literally a ladder. Awesome for really little kids but that’s it. The other 4 or 5 auto belays, also crammed in that space, are 5.8+ . So nothing in between for progressing beginners. When I was there, about 15 kids and parents were in this tiny area waiting for a turn. Meanwhile the cavernous top rope area was pretty empty. We decided to just boulder, only to see a sign that it was 13+. I had checked their website before coming and it didn’t say that. We wouldn’t have come if we had known. I asked one of the employees if that included kids accompanied by an adult. He was very discouraging about it, saying they didn’t have easy bouldering problems for us. He also said they didn’t let kids go up there because they misbehaved. He would have to get permission from the assistant manager. She said yes immediately, which I appreciate. But then he went over all the bouldering rules, which we know because, again my son is on the rec team, and because anyone who climbs at CRG does an orientation that goes over all those exact same rules. He ended with a warning that we might fall and twist an ankle. It was weird. I get that not everything in the world has to be kid friendly. That’s fine. Some CRG locations are explicitly 13+. But just make that clear rather than make it...

To be quite honest, I'm questioning how long I'm keeping my membership here. The culture here reeks of elitism and this is confirmed by how they categorize their teams (see photo). Completely unwelcoming.

The bouldering section is almost always jam packed and dominated by the "better" climbers as they crowd and stand around in front of people sitting on the mats waiting their turn. These climbers are rude and visibly annoyed when other climbers have their go.

COVID protocols are lacking as only some folks are wearing masks and social distancing. I wish they'd bring back timed sessions.

Staff can be pretty rude and unprofessional. Regardless of age they need to be putting the safety of others first and whether or not they are clocked in need to realize they are representing the crg name. A photoshoot session during peak hours is not only a nuisance but unfair to the climbers trying to use that wall. Save that for off hours. That staff member needs an attitude check in general.

I often hear overhear other members talking about other gyms and how they'd join those if they were closer and to be fair, they're right. This gym is almost always overrun and packed to the brim. CRG definitely makes enough money to perhaps expand this location and add more bouldering sections.

As someone who has climbed at gyms all over the northeast, this one ranks dead last in use of space, community, and culture. All of which are essential to...