Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Fort Rock Climbing Center on April 1, 2025, for what I made very clear was a one-month gift for my mother. We paid in full that day, used the facility during April, and never returned. At no point did we authorize ongoing billing or agree to a multi-month membership.Despite this, Fort Rock continued billing my account for multiple months now totaling nearly $400 without any usage, communication, or consent. I was never contacted after the first payment failed. I reached out to the business multiple times over the course of several months. After many emails, calls, and even direct messages with the owner, the charges have not been reversed and they still claim the contract justifies the charges.The contract I signed only stated a 60-day minimum, not a three-month term or 60-day written notice. It does not mention collections, penalties, or billing for accounts that go unpaid after a stated one-month intention.I even offered to split the difference and pay an additional month just to close the matter they refused.I am now requesting the BBBs help to formally request:All charges beyond April ********************************************************************** damage to my credit be pursued I have full documentation of my communication attempts and copies of the signed contract available.

  Business Response

  Date: 09/03/2025

  To Whom It May Concern,
  We are writing in response to a complaint filed by ***** ******. The customer originally signed up for a membership under his mothers name (**** ******). He has stated that an employee informed him he would be able to cancel after one month. However, this is not accurate and is clearly addressed in the membership contract he signed at the time of enrollment.
  The contract explicitly states that members must maintain their membership for a minimum of one month before submitting a 60-day written cancellation request. We have provided the customer with a copy of his signed contract as well as explanations of this policy on multiple occasions.
  Additionally, the customers account carries a past due balance consisting of declined charges dating back to June. Per our policy, his membership cannot be canceled until these outstanding charges are paid in full.
  We have been transparent in communicating these terms to the customer and remain willing to resolve the matter in accordance with the contract that he agreed to upon joining.
  Sincerely,
  ****** *****
  General ****************start="1247" data-end="1250">Fort Rock Climbing Center

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23828148
  
  Im not satisfied with Fort Rocks response and would like to clarify a few key issues.

  When I signed my mother up over the phone, I clearly stated this was a gift for her to try out for a month. I paid by card, and staff confirmed she could come try it out. At no point was I informed that shed be signing any additional paperwork that locked us into a recurring contract. The membership was purchased under my name and payment, yet they had my mother sign documents, which I never saw that in itself is problematic and feels misleading. Why is this not presented at the time of payment?

  The business keeps pointing to a contract that requires a 60-day cancellation, but nowhere in the contract does it explain how to cancel, who must do it, where the form is located, or when/how to submit it. If a specific cancellation form is required, they never emailed it, presented it, or mentioned it to me not at signup and not during the many emails Ive sent trying to cancel. And still to this day, I have not received it and they continue billing me. They only mentioned a form months later, after charges had already piled up. That is not good-faith business.

  Theres also ambiguity in the contract. It mentions a 30 day cancellation option but also a required 60-day term but the same sentence says it automatically continues month-to-month. This contradiction is never clarified. Does it mean I was obligated for 30 days, 60 days, or longer? That confusion shouldn't fall on my mother or any customer.

  
  Again, Ive been emailing for months asking them to cancel. If a cancellation form was truly required, why not send it during any of my emails? Instead, they waited until they had a backlog of charges, then started enforcing terms that were never made clear.
  At this point, this feels like I was taken advantage of. Theyve made no effort to help resolve this until it came time to collect money. Thats not accountability thats opportunism. I respectfully ask the BBB to support a fair resolution and refund the charges after the initial month. 

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/04/2025

  To Whom It May Concern,
  We appreciate the opportunity to clarify the concerns raised by Mr. ****** regarding his mothers membership at **********
  First, all memberships require a signed contract at the time of enrollment. This agreement clearly outlined the terms and conditions, including the cancellation policy. It is standard practice in our industry to require the account holders signature, and this process was followed properly.
  Regarding cancellation, the agreement specifies that after the first 30 days, members may request cancellation with a required 60-day notice. The membership then continues on a month-to-month basis until such notice is received. This is not contradictory language it is a standard rolling membership format.
  It is also important to note that Mr. ******* first emails requesting cancellation were not received until last month. By that time, the account had already accumulated declined charges dating back to June. Per the membership agreement, the account cannot be closed while past due balances remain unpaid.
  The contract does not require a special cancellation form but does require that the cancellation request be submitted in writing. While Mr. ****** has emailed about canceling, those messages did not satisfy the contractual requirement until last month, which is why the account remained active prior to that point. We have explained this policy in prior communications and provided him with a copy of the contract for his reference.
  We remain willing to work with Mr. ****** to bring the account current and process his cancellation request in accordance with the signed agreement. However, a refund of charges beyond the initial month is not warranted, as the membership has remained active under the agreed-upon terms.
  Sincerely,
  ****** *****
  General ****************start="2390" data-end="2393"> Fort Rock Climbing Center

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23828148
  
  ********* is misrepresenting the situation and deflecting from the core issue.

  
  When I called to sign my mother up, I paid for one month and made it clear this was a gift. That should have triggered a short-term setup, not an auto-renewing membership. I was never shown or told about a contract, cancellation policy, or specific form. That was all handled separately and silently when my mother showed up in person. She is not the cardholder and should not have been the one signing something with financial implications for my account.
  If Fort Rock claims cancellation must be submitted in writing and that no special form is required then my emails should qualify. Ignoring those, continuing to bill me, then blaming me for not using a form they never provided is not acting in good faith. Theyve only brought up these requirements months later when charges began stacking up.
  Their contract language is also confusing: it says you can cancel after the first 30 days but requires 60 days notice, which overlaps and contradicts itself. Even if valid, that ambiguity should not be enforced retroactively, especially against someone who never used the service again after the first month.
  To show good faith, Im willing to pay for one additional month $89 but I will not pay beyond that. This has gone far enough. I've made multiple attempts to cancel, and instead of support, Ive received policy cherry-picking and deflection. I'm asking the BBB to recognize that Ive been taken advantage of under vague, undisclosed terms and that a fair resolution is to stop further charges and accept the $89 as a final settlement.
  
  Sincerely,
  
  ***** ******