We went for the first time this evening (04/03/2024 around 7:00pm), and unfortunately, the customer service representative/cashier ruined the entire experience for us. We were new to the facility, and asked simple questions about sign-up and membership. Before I could even ask a single question, she abruptly cut me off and threw her finger pointing at the kiosks advising us to “register”. We wanted to ask about everything prior to submitting our information, but this wasn’t an option.

After registering, we attempted to then ask our questions prior to purchasing, but the CSR wasn’t interested in helping. Eventually, she shouted “okay - who is getting the membership and who isn’t - it’s not that hard”. After asking for clarification on the adult vs kid races, she huffed a puffed, followed by rolling her eyes, prior to exclaiming “that’s the only option for this child. The other child must race as an adult. We aren’t allowing that child to opt for the younger race this evening”, as if we knew the company’s policies and procedures prior to arriving (hint: we did not).

After paying and receiving very limited guidance and support, we awaited to be called for our race; after we were called, we found out that two people in our group weren’t assigned to our race correctly, and they had trouble locating them to even add to the race, causing a significant delay.

After the one youth race, we re-visited the front area to purchase a snack, but the same CSR was just appalled that we would come back to the desk twice this night, and just couldn’t be bothered to sell a drink — she was visibly annoyed and frustrated the entire time, slamming receipts and paper down. Her tone was very inappropriate the entire time, just as her eye-rolling and body language. All 6 of us felt very uncomfortable - this was probably the worst customer service I’ve experienced in quite some time.

All in all, we paid for 4 memberships and two additional races for two people. Only 5 people raced, and we only did one race (not the two that we paid for) just because of how uncomfortable we felt by the staff. We will not be returning despite paying over $300 for memberships and two single races. Very disappointed. Leadership should intervene.