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  • I have never in my life been treated with such blatant disrespect and insensitivity from a company's management. I am going to attempt to make this long story short, but if you would like the long story, please contact me as I have written a detailed account of the events that took place at the Cleveland Rock Gym and would be glad to share. My family and I visited the gym and we were wrongfully instructed by two staff members at the gym; we then followed said instructions, because why wouldn't we, only to have the manager, Eric, come up from behind us and scream at us, startling me (the belayer) and putting the climber in danger. Eric screamed at us and refused to admit that there was a miscommunication from his employees to us, inferred that we were supposed to have questioned the directions given to us by his employees and should have known better (we were first timers), and ultimately treated myself and my family like trash. I am still in shock that a manager would treat customers this way, like we were stupid. Afterwards, my father tried twice to get in contact with the owner, Chris, but never got a response. I then emailed Chris and attached the aforementioned detailed account of events, and only got a very short, halfhearted response that did not include any accountability or apology. I have emailed Chris twice since then, and have gotten no response. This is by far no way to run a business. As an owner, Chris needs to be communicating with Eric and hearing out the concerns of his customers to ensure no one is treated this way again. As a manager, Eric needs to manage his employees to make sure they properly communicate policy, instead of just expecting customers to magically know correct policy when they were instructed otherwise. The members at the Cleveland Rock Gym are friendly and helpful and the facility is challenging and fun. However, almost two weeks later, and I am still angry, hurt, and upset by the way my family and I were treated by manager, Eric, and how uncaring and unresponsive owner, Chris, has been.
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