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          AVA Rafting & Zipline has 1 locations, listed below.

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            Business ProfileforAVA Rafting & Zipline

            Raft Trips

            At-a-glance

            Customer Reviews

            1/5stars

            Average of 1 Customer Reviews

            Customer Complaints

            1 complaints closed in last 3 years

            1 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Reasons for BBB Rating

            Related Categories

            Business Details

            BBB File Opened:
            9/11/2007
            Years in Business:
            37
            Business Started:
            1/1/1987
            Business Started Locally:
            1/1/1987
            Type of Entity:
            Limited Liability Company (LLC)
            Alternate Business Name
            • Colorado Rafting
            • Arkansas Valley Adventure
            Business Management
            • Mr. Duke Bradford, Owner
            • Ms. Alison Mathes, Sales Manager
            Contact Information

            Principal

            • Mr. Duke Bradford, Owner

            Customer Contact

            • Mr. Duke Bradford, Owner
            Additional Contact Information

            Email Addresses

            Customer Complaints

            1 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

            File a Complaint

            Most Recent Customer Complaint

            08/16/2023

            Complaint Type:
            Problems with Product/Service
            Status:
            Unanswered
            I had a whitewater float booked for 8:30am, but my daughter tested positive for Covid and showed symptoms, soI called in. I was told that there is no Covid policy, and that we could show up anyway. I asked if the other guests would be informed, and was told “I don’t know.” I was told one option was to leave my 9-year-old behind go on the trip. I explained that I would not leave her alone for 5 hours and asked to speak to the manager. I called in again and was told we were not allowed to come. I asked for a refund, and was told there was no refund for a same day cancellation. I explained that I was not canceling: I was being told I cannot attend. The manager told me throughout the call that I could show up, that I could not show up, and that I had been advised not to show up. I was told if we came they would not inform anyone about Covid. I asked if I would be able to tell the other guests. She said I shouldn't “made a scene.” She then told me that I was “disgusting,” and that it was “unbecoming of [me] as a person” and "unprofessional" to ask for a refund. She said I was “manipulating” her. I was interrupted frequently. It is clear that the manager believed this was a danger to the community, yet she said her company would allow me to attend (though she also said I could not attend). I asked her to send me an email summarizing and she said no. I was then told that if I addressed this situation on Yelp or social media it would be slander. I was asked not to attend, and asked for a refund. I was issued a credit (the policy for cancellations) though I had explained that I can't use a credit. I said a 50% refund would be ok. She would not reply to that suggestion. I was told the call was recorded. I asked that the call recording be made available to any authorities.

            Customer Reviews

            1 Customer Reviews

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            How BBB Processes Complaints and Reviews

            Start a Review

            Most Recent Customer Review

            J. S.

            1 star

            08/11/2021

            I was wanting to cancel my reservation for rafting due to impending thunderstorms. I had left my confirmation number at home but had my liability waiver number with my name on it sent to me by AVA. My daughter was going to cancel for me. After a 20 min wait, she explained that she needed my confirmation number. The employee first found the wrong family and began giving information. When my daughter corrected her, she then stated that I could not be found. After hanging up, my daughter and I decided that I was not in their system, that my reservation had not gone through. My daughter called later to verify again. By this time, I emailed stating that " I " wanted to cancel my reservation and gave my name, Jane Schneider. I did not say "we or us". I did give my liability waiver number as it was the only one I had. When my daughter got through the second time, she was told that she emailed them and cancelled. She said that she had not but they insisted that she had. It was I who emailed but they were insistent. Again, I was the only one who emailed her. They told her that her reservation was cancelled and resold. She said that they (her family of 4) were going to go and that only I had cancelled. They insisted that since she had not checked the insurance box that she was out of luck yet it was AVA who cancelled her reservation! They also insisted that we had made only one reservation. Later, I received an email with my correct reservation number and my daughters reservation number. We were each billed separately and had separate reservation numbers yet AVA kept insisting that there was only one reservation. They made no effort to appease us, never once thinking that an employee may have made a mistake. What really is offensive is that they took my daughters $200+ and turned right around and made another quick $200+! I have never heard of a company with such an unreasonable cancellation policy. Even when one cancels with insurance, they still keep 10%. I am certain that we are not the first tourists to leave a confirmation number at home and I am also certain that AVA does make mistakes. Both my daughter and I felt like we were not heard and AVA really was not interested in listening to us. She felt like the employees were arrogant and rude. Unfortunately, it is the tourist who must pay - literally and figuratively! It made for an unpleasant experience for our family. They cancelled my daughters reservation, she did not!

            AVA Rafting & Zipline Response

            08/13/2021

            Hi Mary, I've been trying to reach you about your experience and have had trouble getting in touch. AVA Rafting & Zipline's cancellation policy is one of the best in the state, allowing folks that stay opted-in to cancel for only a 10% cancellation fee up until 7:00 PM the night before your trip. There is an option to opt-out of that cancellation fee upon booking to save the 10% intially, but the policy then becomes a two week time frame before your activity to be eligible for a refund in the event of a cancellation. You and your daughter had both decided to opt-out of that cancellation policy. When your call was made to cancel, you were well within that two week period prior to your trip. I apologize for the confusion with the supervisor you spoke with and I will be sure to follow up with him/her. I would like the opportunity to speak to you on the phone about your reservations and try to come to a resolution if you would please reach out to me at your earliest convenience. Katie S******** Call Center Manager AVA Rafting & Zipline

            Customer Response

            08/18/2021

            The situation was resolved with all parties in ageement.

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