旅行
账户
Michael F
Don't buy an annual pass
Big Rock Bond的点评
点评：I've climbed at Big Rock for a couple of years. I've bought 3 annual passes.
In the past I've never had issue with the annual pass, excepting one summer where they posted a bizarre message to facebook saying they were closing the centre early and we should go and enjoy the sun. But, we'd already paid to climb. If they'd wanted us to go and buy and ice-cream or do something else perhaps they should have not taken our money earlier in the year to climb. But as ridiculous, insulting and patronising as that facebook message was, I worked around the early closing.
This year, however, I landed badly falling off a boulder and hurt my back which is not badly hurt but is taking a long time to heal. That has meant climbing 3x a week is no longer viable. So I decided to cancel the annual pass intending to climb less often and just pay on the door.
And wow, did they go out of their way to punish me for cancelling. Firstly, to cancel you can't just walk up to reception, smile and ask their staff - because, that would be too easy.
It seems it's not possible to train staff in the highly complex task of multiplying and subtracting a couple of numbers and then issuing a refund. So I did as instructed and sent a message asking to cancel. Nothing. I wait a day or 2 and send another. Nothing. I wait another day and send another. This time pointing out this is the 3rd message. This wakes up one of their astute staff members to put down his coffee and type a response. Their phd doctorate skilled enough to refund isn't there but will return "soon"
So I wait, and then I get a message saying my refund will be calculated from day after I last attended the gym, 15th Aug. Except I didn't attend on the 15th. I didn't leave the house on the 15th. I last attended on the 14th. I reply pointing this out - and as you can guess, no reply. I wait a couple more days and send another message pointing out the error and saying although 1 day doesn't seem like a big deal (ho ho, how naive I was) I want to make sure they haven't mixed up who is asking for the refund.
I'm assured my refund is "imminent"
Eventually I get a message telling me that they are going to charge me from March 25 -> August 25 at a monthly rate that didn't apply until July when they had a price rise.
i.e they have backdated a price rise to the beginning of my membership! I've now paid more to climb at bigrock from March -> July than all of their other customers.
When I pointed this out believing it was a mistake. I got the fastest reply I'm sure their staff have ever managed. Literally seconds later they were cutting and pasting a cryptic line from the terms and conditions. They seemed almost gleeful that they were ripping me off for their bosses benefit.
To add insult to injury, I've had to pay until 25th August, but they already told me my refund would be calculated from 15th, the day after the last day I attended.
i.e they basically implied that if I climbed after asking to cancel but before the refund was issued that I would get less refund. But actually that means I lost over a week, waiting for a refund, when I could have at least gone climbing while the professor of cancellations was doing the complex maths involved in figuring out how little they could get away with refunding. Ripped off twice.
And, not only that, this message explaining how little I would get in my refunded explained, after telling me ordinary staff can't give refunds I have to visit them for the refund.
Confused I sent a message asking if that was the case and if they could and would issue a refund if I visited. No reply. I sent the message again. No reply. And again, and again...and nothing. I found an earlier message where they'd "assured me that there was "no intention to make this difficult or long-winded" quoted that and asked again. Nothing.
I asked someone else to send Big rock a random enquiry. They got an immediate response. Hmm.
So I sat sending messages for a few hours that afternoon, and eventually they replied confirming that their staff actually can refund. No doubt he'd been out on a quick course and I drove there and I got my refund.
But I was ripped off twice. I've been overcharged for several months when the entry fee wasn't £79 a month, and I lost over a week where I've had to pay but they told me I would be refunded for that time if I didn't visit the gym.
So my advice is, never buy an annual pass from this company because, if for any reason you have to stop climbing they will go out of their way to rip you off and make the cancellation process unnecessarily difficult. And the silly thing is, whatever amount of money they've grabbed overcharging me, I would have paid more by attending in the future.
Hopefully they'll sell the business or it will inevitably fail and new owners will do things with equity.
As for the rest of gym, it's ok. I think it's slowly failing. e.g They had a nice set of lockers when I first joined. A few of them over time the locking mechanisms wore.
Obviously these are not complicated electromechanical devices or anything so you could fix them with a phillips screwdriver and a bit of nous. But each time a locker failed with someone's stuff trapped inside, they'd get a member of staff to attack the locker with a lump hammer and a chisel. I couldn't believe it the first time I saw it. To be fair if his experience working for BigRock is anything like mine as a customer recently, then he was probably enjoying the opportunity to relieve pent up tension by attacking company property. After removing the locker doors with violence they just left them....and they just left them for years with more and more of them with 'out of order' stickers or missing doors. If you tried to climb at any time when the gym wasn't empty you'd have no chance of finding and using a working locker.
And, of course, there's amply signage pointing out that if you lose anything Big Rock won't accept any responsibility.
Why not just fix them? It wouldn't have cost any more than the money they are scamming out of people who cancel annual passes. At one point I thought of just taking in some tools and fixing them myself.
Eventually, in the facebook post for their annual price rise (a post they make every year they put the prices up where they pretend they've thought long and hard to try and avoid it and try to appease everyone by saying they have 2 gyms. Even though one of those gyms is closed most of the time - and quite possibly all of the time when you want to climb) a few sarcastic messages about the lockers and they finally did something about them.
Instead of just fixing them though they appear to have gone on amazon searched for lockers, ordered by 'lowest price' and bought some lockers that I'd guess from their visual appearance typically find usage in prisons and asylum seeking detention centres. They work, but it's not a good look.
Similarly, quite often during the day, presumably to avoid rising energy costs they don't run the filters. Which should be of concern to customers but especially to staff who are spending 40 hours a week breathing in chalk and rubber dust to save their boss a few quid.
So should you go? Well yeah, the climbing can be good, but don't give them more than a months money in advance, and check they have the fans running.
In the past I've never had issue with the annual pass, excepting one summer where they posted a bizarre message to facebook saying they were closing the centre early and we should go and enjoy the sun. But, we'd already paid to climb. If they'd wanted us to go and buy and ice-cream or do something else perhaps they should have not taken our money earlier in the year to climb. But as ridiculous, insulting and patronising as that facebook message was, I worked around the early closing.
This year, however, I landed badly falling off a boulder and hurt my back which is not badly hurt but is taking a long time to heal. That has meant climbing 3x a week is no longer viable. So I decided to cancel the annual pass intending to climb less often and just pay on the door.
And wow, did they go out of their way to punish me for cancelling. Firstly, to cancel you can't just walk up to reception, smile and ask their staff - because, that would be too easy.
It seems it's not possible to train staff in the highly complex task of multiplying and subtracting a couple of numbers and then issuing a refund. So I did as instructed and sent a message asking to cancel. Nothing. I wait a day or 2 and send another. Nothing. I wait another day and send another. This time pointing out this is the 3rd message. This wakes up one of their astute staff members to put down his coffee and type a response. Their phd doctorate skilled enough to refund isn't there but will return "soon"
So I wait, and then I get a message saying my refund will be calculated from day after I last attended the gym, 15th Aug. Except I didn't attend on the 15th. I didn't leave the house on the 15th. I last attended on the 14th. I reply pointing this out - and as you can guess, no reply. I wait a couple more days and send another message pointing out the error and saying although 1 day doesn't seem like a big deal (ho ho, how naive I was) I want to make sure they haven't mixed up who is asking for the refund.
I'm assured my refund is "imminent"
Eventually I get a message telling me that they are going to charge me from March 25 -> August 25 at a monthly rate that didn't apply until July when they had a price rise.
i.e they have backdated a price rise to the beginning of my membership! I've now paid more to climb at bigrock from March -> July than all of their other customers.
When I pointed this out believing it was a mistake. I got the fastest reply I'm sure their staff have ever managed. Literally seconds later they were cutting and pasting a cryptic line from the terms and conditions. They seemed almost gleeful that they were ripping me off for their bosses benefit.
To add insult to injury, I've had to pay until 25th August, but they already told me my refund would be calculated from 15th, the day after the last day I attended.
i.e they basically implied that if I climbed after asking to cancel but before the refund was issued that I would get less refund. But actually that means I lost over a week, waiting for a refund, when I could have at least gone climbing while the professor of cancellations was doing the complex maths involved in figuring out how little they could get away with refunding. Ripped off twice.
And, not only that, this message explaining how little I would get in my refunded explained, after telling me ordinary staff can't give refunds I have to visit them for the refund.
Confused I sent a message asking if that was the case and if they could and would issue a refund if I visited. No reply. I sent the message again. No reply. And again, and again...and nothing. I found an earlier message where they'd "assured me that there was "no intention to make this difficult or long-winded" quoted that and asked again. Nothing.
I asked someone else to send Big rock a random enquiry. They got an immediate response. Hmm.
So I sat sending messages for a few hours that afternoon, and eventually they replied confirming that their staff actually can refund. No doubt he'd been out on a quick course and I drove there and I got my refund.
But I was ripped off twice. I've been overcharged for several months when the entry fee wasn't £79 a month, and I lost over a week where I've had to pay but they told me I would be refunded for that time if I didn't visit the gym.
So my advice is, never buy an annual pass from this company because, if for any reason you have to stop climbing they will go out of their way to rip you off and make the cancellation process unnecessarily difficult. And the silly thing is, whatever amount of money they've grabbed overcharging me, I would have paid more by attending in the future.
Hopefully they'll sell the business or it will inevitably fail and new owners will do things with equity.
As for the rest of gym, it's ok. I think it's slowly failing. e.g They had a nice set of lockers when I first joined. A few of them over time the locking mechanisms wore.
Obviously these are not complicated electromechanical devices or anything so you could fix them with a phillips screwdriver and a bit of nous. But each time a locker failed with someone's stuff trapped inside, they'd get a member of staff to attack the locker with a lump hammer and a chisel. I couldn't believe it the first time I saw it. To be fair if his experience working for BigRock is anything like mine as a customer recently, then he was probably enjoying the opportunity to relieve pent up tension by attacking company property. After removing the locker doors with violence they just left them....and they just left them for years with more and more of them with 'out of order' stickers or missing doors. If you tried to climb at any time when the gym wasn't empty you'd have no chance of finding and using a working locker.
And, of course, there's amply signage pointing out that if you lose anything Big Rock won't accept any responsibility.
Why not just fix them? It wouldn't have cost any more than the money they are scamming out of people who cancel annual passes. At one point I thought of just taking in some tools and fixing them myself.
Eventually, in the facebook post for their annual price rise (a post they make every year they put the prices up where they pretend they've thought long and hard to try and avoid it and try to appease everyone by saying they have 2 gyms. Even though one of those gyms is closed most of the time - and quite possibly all of the time when you want to climb) a few sarcastic messages about the lockers and they finally did something about them.
Instead of just fixing them though they appear to have gone on amazon searched for lockers, ordered by 'lowest price' and bought some lockers that I'd guess from their visual appearance typically find usage in prisons and asylum seeking detention centres. They work, but it's not a good look.
Similarly, quite often during the day, presumably to avoid rising energy costs they don't run the filters. Which should be of concern to customers but especially to staff who are spending 40 hours a week breathing in chalk and rubber dust to save their boss a few quid.
So should you go? Well yeah, the climbing can be good, but don't give them more than a months money in advance, and check they have the fans running.
翻译：我已经在 Big Rock 攀岩好几年了。我买了 3 张年票。
过去我从来没有遇到过年票的问题，除了一个夏天，他们在 Facebook 上发布了一条奇怪的消息，说他们要提前关闭中心，我们应该去享受阳光。但是，我们已经付了攀岩费。如果他们想让我们去买冰淇淋或做其他事情，也许他们不应该在年初就收我们的钱去攀岩。但尽管那条 Facebook 消息很荒谬、侮辱和居高临下，我还是设法避开了提前关闭。
然而，今年，我从一块巨石上摔下来，伤得很重，伤到了背，伤得不重，但需要很长时间才能痊愈。这意味着每周攀岩 3 次已经不可行了。所以我决定取消年票，打算少爬几次，直接在门口付钱就行了。
哇，他们特意因为我取消而惩罚我。首先，要取消，你不能直接走到接待处，微笑着问他们的工作人员——因为那太容易了。
似乎不可能培训员工完成乘减几个数字然后退款这种高度复杂的任务。所以我按照指示做了，发了一条消息要求取消。没有。我等了一两天，又发了一条。没有。我又等了一天，又发了一条。这次指出这是第三条消息。这唤醒了他们一位精明的员工，他放下咖啡，打字回复。他们有足够能力退款的博士学位还没有到，但会“很快”回来。
所以我等了一会儿，然后收到一条消息，说我的退款将从我最后一次去健身房的第二天开始计算，即 8 月 15 日。但我 15 日没有去。我 15 日没有离开家。我最后一次去是 14 日。我回复指出了这一点——正如你所猜到的，没有回复。我等了几天，又发了一条消息指出错误，并说虽然 1 天似乎不是什么大问题（呵呵，我太天真了），但我想确保他们没有搞混谁在要求退款。
我确信我的退款“迫在眉睫”
最后我收到一条消息，告诉我他们将从 3 月 25 日到 8 月 25 日按月度费率向我收费，而这个费率直到 7 月涨价时才适用。
也就是说，他们将涨价追溯到我成为会员的开始！从 3 月到 7 月，我在 Bigrock 攀岩的费用比他们其他所有客户都高。
当我指出这一点时，我认为这是一个错误。我得到了他们员工有史以来最快的回复。几秒钟后，他们就从条款和条件中剪切并粘贴了一行神秘的文字。他们似乎很高兴他们是为了老板的利益而欺骗我。
更糟糕的是，我必须在 8 月 25 日之前付款，但他们已经告诉我退款将从 15 日开始计算，也就是我参加的最后一天的第二天。
也就是说，他们基本上暗示，如果我在要求取消后但在退款之前攀登，我将获得更少的退款。但实际上，这意味着我浪费了一个多星期的时间等待退款，而我至少可以去攀登，而取消课程的教授正在做复杂的数学运算，计算出他们能拿到多少退款。被骗了两次。
不仅如此，这条消息解释了我能拿到多少退款，在告诉我普通员工不能退款后，我必须亲自去他们那里退款。
我很困惑，我发了一条消息询问情况是否如此，如果我去的话，他们是否可以并且会退款。没有回复。我又发了一次消息。没有回复。一次又一次……什么都没有。我找到了一条早期的消息，他们“向我保证，他们无意让这件事变得困难或冗长”，我引用了这条消息并再次询问。没有。
我让其他人向 Big rock 发送随机询问。他们立即得到了回复。嗯。
所以那天下午我坐在那里发了几个小时的消息，最后他们回复说他们的工作人员确实可以退款。毫无疑问，他参加了一个速成课程，我开车去了那里，得到了退款。
但我被骗了两次。当入场费不是每月 79 英镑时，我已经被多收了几个月的费用，而且我损失了一个多星期，我不得不付钱，但他们告诉我，如果我不去健身房，我会得到那段时间的退款。
所以我的建议是，永远不要从这家公司购买年票，因为如果你因为任何原因不得不停止攀岩，他们会不遗余力地敲诈你，让取消过程变得不必要地困难。愚蠢的是，无论他们捞了多少钱收费过高，以后我参加会付更多钱。
希望他们能卖掉这家健身房，否则它必然会失败，新老板会用股权做事。
至于健身房的其他部分，还好。我认为它正在慢慢衰落。例如，我刚加入时，他们有一套漂亮的储物柜。随着时间的推移，其中一些的锁定机制会磨损。
显然，这些并不是复杂的机电设备，所以你可以用十字螺丝刀和一点智慧来修复它们。但每次储物柜坏了，里面有东西时，他们都会派一名工作人员用大锤和凿子砸储物柜。我第一次看到它时简直不敢相信。公平地说，如果他在 BigRock 工作的经历和我最近作为客户的经历一样，那么他可能很享受通过攻击公司财产来释放压抑的紧张情绪的机会。在用暴力拆除储物柜门后，他们就把它们丢在一边……多年来，他们就这样放着，越来越多的储物柜贴着“故障”标签或缺少门。如果你在健身房不是空的时候试图攀岩，你就没有机会找到并使用一个能用的储物柜。
当然，有很多标志指出，如果你丢失了任何东西，Big Rock 不会承担任何责任。
为什么不直接修理它们呢？这笔钱不会比他们从取消年票的人身上骗取的钱多。有一次，我想到自己拿一些工具去修理。
最后，在他们每年涨价的 Facebook 帖子中（他们每年都会发布涨价帖子，假装他们已经深思熟虑，试图避免涨价，并试图通过说他们有 2 个健身房来安抚所有人。尽管其中一个健身房大部分时间都关门 - 很可能在你想攀岩的时候也一直关门），他们发了几条关于储物柜的讽刺信息，最后他们终于对储物柜采取了行动。
然而，他们似乎并没有修理它们，而是在亚马逊上搜索储物柜，按“最低价”订购，并购买了一些储物柜，从外观上看，我猜这些储物柜通常在监狱和寻求庇护的拘留中心使用。它们能用，但看起来不太好看。
同样，在白天，他们经常不运行过滤器，大概是为了避免能源成本上升。这应该引起顾客的关注，尤其是那些每周花 40 个小时呼吸粉笔和橡胶粉尘以节省老板几英镑的员工。
那么你应该去吗？嗯，攀岩可能很好，但不要提前给他们一个月以上的钱，并检查他们是否开着风扇。
过去我从来没有遇到过年票的问题，除了一个夏天，他们在 Facebook 上发布了一条奇怪的消息，说他们要提前关闭中心，我们应该去享受阳光。但是，我们已经付了攀岩费。如果他们想让我们去买冰淇淋或做其他事情，也许他们不应该在年初就收我们的钱去攀岩。但尽管那条 Facebook 消息很荒谬、侮辱和居高临下，我还是设法避开了提前关闭。
然而，今年，我从一块巨石上摔下来，伤得很重，伤到了背，伤得不重，但需要很长时间才能痊愈。这意味着每周攀岩 3 次已经不可行了。所以我决定取消年票，打算少爬几次，直接在门口付钱就行了。
哇，他们特意因为我取消而惩罚我。首先，要取消，你不能直接走到接待处，微笑着问他们的工作人员——因为那太容易了。
似乎不可能培训员工完成乘减几个数字然后退款这种高度复杂的任务。所以我按照指示做了，发了一条消息要求取消。没有。我等了一两天，又发了一条。没有。我又等了一天，又发了一条。这次指出这是第三条消息。这唤醒了他们一位精明的员工，他放下咖啡，打字回复。他们有足够能力退款的博士学位还没有到，但会“很快”回来。
所以我等了一会儿，然后收到一条消息，说我的退款将从我最后一次去健身房的第二天开始计算，即 8 月 15 日。但我 15 日没有去。我 15 日没有离开家。我最后一次去是 14 日。我回复指出了这一点——正如你所猜到的，没有回复。我等了几天，又发了一条消息指出错误，并说虽然 1 天似乎不是什么大问题（呵呵，我太天真了），但我想确保他们没有搞混谁在要求退款。
我确信我的退款“迫在眉睫”
最后我收到一条消息，告诉我他们将从 3 月 25 日到 8 月 25 日按月度费率向我收费，而这个费率直到 7 月涨价时才适用。
也就是说，他们将涨价追溯到我成为会员的开始！从 3 月到 7 月，我在 Bigrock 攀岩的费用比他们其他所有客户都高。
当我指出这一点时，我认为这是一个错误。我得到了他们员工有史以来最快的回复。几秒钟后，他们就从条款和条件中剪切并粘贴了一行神秘的文字。他们似乎很高兴他们是为了老板的利益而欺骗我。
更糟糕的是，我必须在 8 月 25 日之前付款，但他们已经告诉我退款将从 15 日开始计算，也就是我参加的最后一天的第二天。
也就是说，他们基本上暗示，如果我在要求取消后但在退款之前攀登，我将获得更少的退款。但实际上，这意味着我浪费了一个多星期的时间等待退款，而我至少可以去攀登，而取消课程的教授正在做复杂的数学运算，计算出他们能拿到多少退款。被骗了两次。
不仅如此，这条消息解释了我能拿到多少退款，在告诉我普通员工不能退款后，我必须亲自去他们那里退款。
我很困惑，我发了一条消息询问情况是否如此，如果我去的话，他们是否可以并且会退款。没有回复。我又发了一次消息。没有回复。一次又一次……什么都没有。我找到了一条早期的消息，他们“向我保证，他们无意让这件事变得困难或冗长”，我引用了这条消息并再次询问。没有。
我让其他人向 Big rock 发送随机询问。他们立即得到了回复。嗯。
所以那天下午我坐在那里发了几个小时的消息，最后他们回复说他们的工作人员确实可以退款。毫无疑问，他参加了一个速成课程，我开车去了那里，得到了退款。
但我被骗了两次。当入场费不是每月 79 英镑时，我已经被多收了几个月的费用，而且我损失了一个多星期，我不得不付钱，但他们告诉我，如果我不去健身房，我会得到那段时间的退款。
所以我的建议是，永远不要从这家公司购买年票，因为如果你因为任何原因不得不停止攀岩，他们会不遗余力地敲诈你，让取消过程变得不必要地困难。愚蠢的是，无论他们捞了多少钱收费过高，以后我参加会付更多钱。
希望他们能卖掉这家健身房，否则它必然会失败，新老板会用股权做事。
至于健身房的其他部分，还好。我认为它正在慢慢衰落。例如，我刚加入时，他们有一套漂亮的储物柜。随着时间的推移，其中一些的锁定机制会磨损。
显然，这些并不是复杂的机电设备，所以你可以用十字螺丝刀和一点智慧来修复它们。但每次储物柜坏了，里面有东西时，他们都会派一名工作人员用大锤和凿子砸储物柜。我第一次看到它时简直不敢相信。公平地说，如果他在 BigRock 工作的经历和我最近作为客户的经历一样，那么他可能很享受通过攻击公司财产来释放压抑的紧张情绪的机会。在用暴力拆除储物柜门后，他们就把它们丢在一边……多年来，他们就这样放着，越来越多的储物柜贴着“故障”标签或缺少门。如果你在健身房不是空的时候试图攀岩，你就没有机会找到并使用一个能用的储物柜。
当然，有很多标志指出，如果你丢失了任何东西，Big Rock 不会承担任何责任。
为什么不直接修理它们呢？这笔钱不会比他们从取消年票的人身上骗取的钱多。有一次，我想到自己拿一些工具去修理。
最后，在他们每年涨价的 Facebook 帖子中（他们每年都会发布涨价帖子，假装他们已经深思熟虑，试图避免涨价，并试图通过说他们有 2 个健身房来安抚所有人。尽管其中一个健身房大部分时间都关门 - 很可能在你想攀岩的时候也一直关门），他们发了几条关于储物柜的讽刺信息，最后他们终于对储物柜采取了行动。
然而，他们似乎并没有修理它们，而是在亚马逊上搜索储物柜，按“最低价”订购，并购买了一些储物柜，从外观上看，我猜这些储物柜通常在监狱和寻求庇护的拘留中心使用。它们能用，但看起来不太好看。
同样，在白天，他们经常不运行过滤器，大概是为了避免能源成本上升。这应该引起顾客的关注，尤其是那些每周花 40 个小时呼吸粉笔和橡胶粉尘以节省老板几英镑的员工。
那么你应该去吗？嗯，攀岩可能很好，但不要提前给他们一个月以上的钱，并检查他们是否开着风扇。
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