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Denver Bouldering Club

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Denver Bouldering Club Reviews (5)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for contacting the Denver Bouldering Club. All of our memberships require cancellation to be requested via email so we have a dated record of the request. We don't, and haven't ever, allowed the front desk staff to handle changes to contracts because there is no way to verify the request...

after the fact. To avoid any fees/penalties, the requests but be submitted 15 days in advance. We were contacted by the customer after the charges had already gone through on their card. We responded and said we could refund a charge after the fact minus a $25 to refund a transaction that already posted. The customer was upset because of conversations at the front desk. After reviewing this initial complaint a few weeks ago, we discussed the issue with our staff and couldn't find anyone who didn't have a full understanding of how we handle membership. None of our front desk staff has the ability to handle a cancellation and they all understood they needed to direct customers wanting to change a contract to contact us via email.We already went ahead and issued refunds to the customer several weeks ago. We also removed one of the $25 fees since there had been so much confusion. I do not understand why they are requesting a refund of almost $200 when the total amount charged is $25. However, we can't issue a refund for more than what they paid us. We are simply trying to follow the cancellation policy outlined in the contract and have never held a customer to something they didn't agree to when signing up. I'm sorry they are still so upset over $25 but we can't verify what was said during their conversations with the front desk staff member and felt splitting the difference was a fair resolution. I'll happily cover this additional $25 if they feel that is the best conclusion to this issue. Thanks again and please let me know if you have any additional questions.

Complaint: [redacted]
I am rejecting this response because: the phone call response would have mattered because maybe someone could have informed me about your email policy. If you think your phone is so useless you should get rid of it, phone service is expensive. Your attwmpts to hide behind automated emails are really dissapointing. You have alot of my money to which I recieved none of your service. If you continued to let me climb it would barely add any operating cost. I would expect this level of difficulty from a gym like plannet fitness.  The fact that you can't understand why I am upset, because you only received one email, and emails are the only thing you care about, means you're [redacted] detached. I tried to contact you guys for months, if it was from the phone in person email it doesn't matter. Even if it wasn't an official method of contacting you but your book, I still should have received some kind of response back. You guys are wildly unprofessional and I'm tempted to go to local news.
Sincerely,
[redacted]

Thank you for your response. As I explained in the previous note, we require all membership cancellation requests to be submitted via email. This is so both parties have record of the cancellation request. The first email we received was on 9/20 and took immediate action to cancel your membership. We don't have any records of emails, or phone calls about this issue prior to 9/20. While I couldn't find any record of phone calls, they wouldn't have had any impact on the membership contract as cancellation requests need to be submitted via email.Additionally, we weren't unable to authenticate the email you forwarded from 8/22, but that wouldn't have impact the membership contract as the 8/22 was 2 days after the billing date. Lastly, we sent many emails trying about the declined payments attempting to resolve the issue without hearing back. Absent a response, the membership continued as it was originally set up.If you have any other questions or concerns, please let us know.

Thanks for contacting the DBC and I'm sorry the experience was so frustrating for you. If there is anything else we can do for you, please contact us at anytime.

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