ComplaintsforSunBuggy Fun Rentals

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/18/25 Sunbuggy ATV rentals at Oceano Dunes is a racketeering, zero maintenance, business and nobody should be allowed to continue to stay in business doing things like that… period! We rented a vehicle from them to take the kids for rides, paid 530 for two hours, which was what we agreed to no problem. 25 minutes into driving the transmission went out and wouldn’t drive while in high gear. We took it back and they told us that it broke down while we had it so we were responsible for it. Said that if we didn’t agree to pay 1000 right now, we would have to pay 4,500 after it was sent back to Las Vegas to get looked at and fixed. They put us in a replacement buggy (which I took pictures of) and said the brakes don’t work so it’s all gas no brakes. We are bike and quad owners, we know how to treat things, and we were not hot rodding or tearing it up. We are not those people, this was just horrible busniess! The lack of maintenance on the exchange vehicle shows clearly that they do to maintain their vehicles well, and the picture of the brakes shows that there should have been usable brakes. I wasn’t happy with the first vehicle that they are charging us the extra 1000 for because it wasn’t even able to climb a single dune, most likely because it was not working correctly, however we were willing to go ahead and use it to take the kids around just doing light driving. Once we had taken it for the exchange, and then told that we were going to have to agree to paying 1000 or wait and pay 4,500 after the vehicle shipped to the mechanics, Thank you.

  

  Business response

  06/11/2024

  We are looking into these claims.

  Please submit proof of the $1,530 payment 
  

  Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a reservation for a 3 hour ride April 9, 2024 at the Pismo location for 1 Quad and 1 dune buggy. It was for myself and my 2 kids (17 and 15). Neither of the kids has their ATV safety certificate. Sunbuggy said it was not a problem. They allowed rentals to kids under age 18 even though they violated the California Vehicle Code 38503. I did not request a reservation change, but they made one less than 24 hours before the ride. Twenty minutes after starting, the dune buggy died. There was no gas. We called the support line and were told to wait 10 minutes for "Daniel" to arrive. Five calls and 1.5 hours later, still no help. My son decided to take his machine on his own back to the check in location. His machine ended up breaking on the way. Broken drive belt. Between the duct tape and zip ties holding rusted out parts together, I am not surprised. We are now separated and stranded in the dunes. We flagged down a friendly jeeper who drove us back. We arrived back 2 hours later, multiple hours past the intital reservation we planned for and having gotten 20 minutes of riding time. We were not offered a refund or more ride time. They could not accomodate due to lack of working machines and sunset happening during our make up time. We paid full price for a service and did not receive it. We were rented non working equipment. They violated California Vehicle Code 38503. They advertised services they did not provide. They advertised support service they did not provide. They did not adhere to safety standards by. I have called and sent numerous emails, not a word from anyone. The call center is rude and dissmissive and refuses to provide a name or contact. They are using a one two versions of their busines name to mislead others (sun buggy and sun buggie). They are knowingly scamming people out of money and should not be allowed to do business. Very unethical.

  

  Business response

  04/24/2024

  
  Thank you for your patience while our Quality Assurance department evaluated your experience at the Oceano Dunes.
  Erin, we share your concerns about off-road driving. Rest assured, we are committed to making this activity as safe as possible for all families. We implement stringent safety measures and provide comprehensive safety information to our customers.
  At SunBuggy, we prioritize the safety of our customers, especially when it comes to our younger ones. For this reason, we rent our vehicles to parents, who are responsible for ensuring compliance with our policies.
  We are very familiar with the requirements for the CVC 38503, and this is why we ensure our renters have the information.  This is present before and after completing an online booking at our website.  The requirement that minor children be supervised by their parents while riding is important not just from a legal compliance standpoint but, most importantly, to guide children in an attempt to protect them from making bad decisions that could be life-threatening.  
  Erin, as your son is under 18, when you allowed him to go off on his own, it was indeed a violation of that vehicle code; we’re glad that he wasn’t injured.
  While ATVs are among the most resilient regarding drive belts, abusing the machine can still cause failures. Typically, this would be caused by riding the brake and the throttle simultaneously. This ATV breakdown occurred after he left your supervision.
  We reviewed the support calls regarding the situation, and we were unable to determine what the issue was with the dune buggy. Upon returning to the site, we test-drove the dune buggy and found no problems.
  Regarding the delays experienced, we strive to ensure that we have the staffing and systems in place to provide the best service level in the off-road rental industry.  We know that with off-road driving, even with daily inspections and staff test-driving equipment before and between every rental,  there will still be breakdowns, and providing a timely response is the key to keeping our customers happy.  
  The SST (SunBuggy Support Team) has GPS location messaging through our cloud-based call center so that guests never get a busy signal calling for help, and we can pinpoint your location even if you don't know where you are.  I know it took some time for our SST to get to your location, as we were on a compressed schedule with a late start to the day. 
  When you requested assistance, our team was already helping another guest who was awaiting medical responders and could not leave the injured party until help arrived.  We understand that an employee stopped to assist on his day off, and for our team, who is so passionate about the dunes that they spend their leisure time where they work, we are extremely grateful!
  Typically, if your ride time is compromised, we would just extend the time you have with the vehicles however, it sounds as if this didn’t happen on the day you visited.  Our crew will go to great lengths to make things good for our clients, ensuring you get the full ride time you signed up for.  Notes from the day indicate that things got somewhat heated and hostile, which may be why additional ride time wasn’t offered.  We understand that delays can be aggravating; however, we also respect the decision of our crew to refuse service if they don’t feel that a civil discourse and amicable manner can be maintained.
  SunBuggy is willing to allow you to regain your missing ride time on a future visit (which we refer to as a re-FUN). Most of our clients are repeat visitors, as becoming more familiar with riding in the dunes generally makes each visit more fun than the last. Please be respectful of the requirement (CVC 38503) to maintain constant supervision of minor children when riding in the dunes.
  Thanks,
  SunBuggy QA
  
  

  Customer response

  04/27/2024

  
  
  Complaint: 21615827
  
  I am rejecting this response because the information contained from the company response is not accurate.  First, the breakdown of the Dune Buggy was becasue it had no gas.  They rented us a machine with only enough gas for 20 minutes.  The person that picked us up that is very familiar with the machine as he is an employee and on his day off stated the same.  He could not troubleshoot the issue as mechanical.  He determined the lack of gas and confirmed when he looked inside the tank.  Interestingly, he did day say all the machines, especially the dune buggies, are poorly maintained, contain used parts versus new and that they sit outside in the weather and become rusted.  Apparantly the dune buggies have issues daily.  The ATV that had the belt broken was most likely due to it having old or used parts and not being properly maintained.  My son has his own ATV and dirtbike both of which require shifting.  This machine was an automatic, no shifting.  The belt would never brake from a user using the had brake or throttel.  Their policy states they will offer to make up the time lost.  They did not offer us that.  They did not have any machines we could use and they also said they were closing.  When I asked whom to speak with they stated the person at the counter.  However, that person did not have the ability to offer any refund or provide any contact to speak with.  They were very rude and dismissive when I asked how we can resolve the issue.  Clearly this company violated their own contract by not providing makeup hours and renting equipment that was not operating from the start.  They also violated the state requirement of requiring the supervising adult to have a certificate for safetly.  They are responsible for a full refund as they violated the terms of their own contract.  They are also not being transparent in their business practices and falsly accepting payment for services not rendered.

  
  Regards,
  
  E*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 23,2024 we came had reservations didn’t get to ride until almost 3 hours later we and we had to sit in the beach in the rain my thing is we are visiting from 6 hour drive we can’t just come. Back it’s ridiculous to offer that instead refund I want my money back because I had to miss next event and lost my money from that because of them not sending out via email communication saying weather warning you guys times may vary they are taking ppl money and it’s not right at all o will file another report until I get refund this is not ok

  

  Business response

  06/11/2024

  Good Afternoon,

  We are looking into your concerns and wish to determine where you experienced the delay. 

  Could you please advise where (location) you were made to wait?

  Thank You

   

  Customer response

  06/12/2024

  
  
  Complaint: 21477907
  
  I am rejecting this response because:

  Pismo Beach
  
  Regards,
  
  T****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  06/12/2024

  I'm confused by your complaint. Did you get to go for your ride at SunBuggy?

  Thanks,

   

  Customer response

  06/12/2024

  
  Complaint: 21477907
  
  I am rejecting this response because:

  Yes the point was we didn’t get to get what we paid for we got a certain buggy which was paid ahead of time it was unorganized we waited for hours to even get a chance to get a buggy very unprofessional and we traveled 7 hours to vacation and planned the trip accordingly, we took so long that we missed one of our bookings that we have for zip lining and wasted money on that
  
  Regards,
  
  T****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a 4 seat dune buggy for 1 hour to take our kids riding on the dunes on August 19, 2023. We spent $401.38. Our kids are only 4 and 6 but we saw the website description stated that the vehicle was appropriate for ages 4 and up. My husband even called the company and they verified, ages 4 and up. We were strapped into the vehicles by staff who explained the features and we were off. Once we reached the dunes, I realized how easy it would be to accidentally drive over a blind ledge and so I stopped to check that my kids had been strapped in properly by the staff. The straps were completely hanging off of them. There were feet of extra slack in each of their belts and there was no mechanism to tighten them further. If we had overturned, they would have absolutely been ejected from the vehicle and could have been severely injured or killed. We decided to cut our trip short and drive back because I didn't want to risk my kids lives for a dune ride. On our way back, we inadvertently went over a steep ledge and were soaked with liquid from the back of the car. We reeked of gasoline. When we got back to return our vehicle, we told them what had happened and they pointed out that they had forgotten to put the gas cap back on after refilling the tank. I reached out to the company requesting a refund but they refused. They offered a redo. I told them I didn't feel safe riding in their vehicles and that I wanted a refund. It's been 5 weeks and I have not received a response despite multiple requests. What they have found the time to do is update the age restriction on the vehicle description on their website to 16 years old. They clearly agree that the vehicle was not appropriate for 4 and 6 year old children. 

  

  Business response

  09/28/2023

  Hello,

  The terms of your bookings are:
  
  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.
  
  You can get your additional ride time however there are no refunds.
  
  These are and will continue to be the terms. 
  
  Off Road Driving is inherently fraught with risks including mechanical issues and breakdowns. While issues like these cannot be completely mitigated, we do allow for additional ride time so that you do get the ride time you paid for.
  
  To further clarify the issues cited:  The Age for passengers in our Dune Buggies continues to be 4 years old, Drivers must be 16 years old with a drivers license.  This has not changed since 2003. 

  The drops you encountered are mentioned in our safety video and are the major design consideration of a dune buggy being low to the ground, long, and wide to offer the best stability of any off-road vehicle. The chances of the dune buggy rolling over or flipping, especially compared to other types of off-road vehicles available for rental, are extremely low. 

  The four point harness style seat belts are adjustable. Just as in your automobile, smaller children may require a booster seat for the best fit however this is at the discretion of the parents.
  

  Due to the issue you had with the gas cap being a mechanical issue not your fault, we will allow you to re-do your ride, however there are no refunds.

  
  Thank you,
  
  SunBuggy Quality Assurance Department

  Customer response

  09/28/2023

  
  
  Complaint: 20655953
  
  I am rejecting this response because:
  
  When I booked the vehicle and noted that sales are final, I expected that the vehicle would at least be safe for the ages advertised. I was not given the opportunity to inspect the vehicle prior to purchasing the ride. Had I been given this opportunity, I would not have gone forward with the purchase. The straps were adjustable to the point of restraining an adult but were not adjustable to the point of restraining a child, even in a booster seat. I believe the vehicle was misrepresented to me prior to purchase of the ride. 
  
  
  The only way I will consider the issue to be resolved is with a refund. I do not wish to ride in one of your vehicles for a “redo.” I believe it is negligent of your company to have your staff strapping small children into these vehicles without proper restraints. I will accept a 50% refund if you will not consider a complete refund.

  
  Regards,
  
  C****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  09/29/2023

  Please understand that SunBuggy has been fighting for improved child safety at the Oceano Dunes for 20 years. We deny renting to minor children any vehicle not suited for their size and are the only rental company at the Oceano dunes to honor and follow the directives of CV****04

  We strive to provide a family friendly activity that is suitable for all ages and deny renting to children younger than 4 as we don't feel it is appropriate to try and have a toddler wear a helmet  due to the potential for neck strain.

  We have children and understand how distressing it is when you feel that someone has placed your family in harms way, which is why we want to take the extra step to let you know that this is an issue near and dear to us. We have advocated for child safety to the point of having our concession contract threatened for video taping other vendors putting small children on adult sized ATVs.

  We have never had a child injury in one of our Dune Buggies in 20 years of operation, that's tens of thousands of guests every year.

  We hope you will reconsider getting back out on the dunes and pay us a visit again, and bring booster seats for the kids.

  Thank You,

  SunBuggy Quality Assurance Team

   

   

   

  Customer response

  10/02/2023

  
  
  Complaint: 20655953
  
  I am rejecting this response because: Your commitment to the safety of children was not evident during our ride as our children were not properly restrained and were also doused with gasoline. I will not be bringing my children back to ride in your vehicles as they do not have appropriate restraint devices for their age and the preparation of our vehicle by your staff was haphazard. I continue to request a refund for our purchase, as the ride we purchased was not as described. 
  
  Regards,
  
  C****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/3-My girlfriend was injured after going down a dune, hitting her chest against the handlebars of the ATV and falling off. During the event the handle bars were pushed forward. Sunbuggy hauled the ATV back and an employee of Sunbuggy repositioned the handle bars back to the upright position and rode off giving a thumbs up. Upon return of the staff member with the ATV I took 3 pictures noting everything was in good working condition. See attached. There was no damage to the ATV. I watched a staff person loosen some screws and readjust the handle bars, but Sunbuggy subsequently took my deposit of $300 and $500 (total $800) and refuses to acknowledge my request and refund me. 7-11 I talked to a rep and they e-mailed Quality Assurance with my e-mail attached requesting a refund for my deposit. 7-12 C**** reached out in response to 7-11 e-mail and we had a phone conversation. He stated the ATV was being fixed. I requested photos and an itemized receipt (dated) from mechanic shop that he claimed fixed the ATV or in process. No photos or receipt was ever sent to me. 7-17 I e-mailed C**** for follow up and cc'd my girlfriend. 7-20 e-mailed C**** again along with Quality Assurance (QA) to follow up. I requested pictures of the ATV my girlfriend rode, and pictures of the work that was performed on the ATV post incident that C**** claimed needed to be fixed, with proofs (pics, detailing what parts on the receipt,) 7-31 called C**** directly again and left him a voicemail requesting a call back regarding my request for the proofs, pictures, and receipt from the mechanic. To date I have not received any of the above requested of Sunbuggy/C****. C**** has not responded to my repeated requests for the above mentioned proofs and my refund of my deposit. Sunbuggy has taken $800 of my deposit with no proof of what was fixed on the ATV that warrants $800.

  

  Business response

  09/28/2023

  I have checked with our staff and was unable to find the response for the documentation you originally requested, as such, that response to your request for documentation will be sent over to you this week.

  Thanks for your patience,

  SunBuggy Quality Assurance Department

   

   

  Customer response

  10/03/2023

  
  
  I am rejecting this response because:
  I have not yet received a refund for the deposits withheld for $800 and have not received any proof of damages for hold such moneys. 
  Regards,
  
  R****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had reserved 3 dune buggies to be rode on Thursday April 6th 2023 at 9am. No one was in the office and we all stood around for quite a while wondering what was going on. Finally a mechanic came out from the back area and told us that no one showed up to work today. He advised us to call the corporate office because the dunes had been shut down for the last month. We called corporate who advised us to come back tomorrow morning. NOTHING was communicated to us! Even the employees decided to stay home but apparently no one felt it necessary to let the paying customers know that?As if that wasn’t bad enough we got a call the next morning just before we left advising us to comeback at 2pm.We checked in and filled out all the paperwork ahead of time and were told it would make the process quicker once they opened the dunes. Over the course of the next 2.5 hours about 100 people showed up.There was no line and no direction given to anyone about the process. No semblance of any order other than to push your way to the front to try and get to the two people helping customers.People that were checking in were also getting their helmets and making deposits and getting shuttled to the dunes. The process to check everyone else in was painfully slow and we didn’t get our helmets and complete the deposit process until about 4:45pm. We finally got shuttled over to the dunes but when we got out there were no more dune buggies.waited for another 1.5 hours for others and none ever showed up. Our kids were tired, bored, hungry, cold and done with waiting as were my wife and I. We left to go back to the office but even that took another hour because we had to wait for other people to still get checked in!! It was clear they were trying to squeeze in the last two or three days of reservations and it was just a free for all. We have zero confidence there is any structure to how things are run nor is there any concern for the customers. We tried contacting ownership with no success.

  

  Business response

  09/28/2023

  Hello,
  The terms of your booking are:
  
  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.
  
  The park closures due to the weather were unplanned, unexpected, and of course we do not consider them your fault.
  
  You can get your ride time however, there are no refunds.
  
  These are and will continue to be the terms. 
  
  We hope you'll give it another shot on a day with great weather, it's a really fun experience!
  
  Sincerely,
  
  SunBuggy Quality Assurance

  Customer response

  09/28/2023

  
  
  I am rejecting this response because:

  I live 5 hours from this business. I do not wish to ever go to this place again due the mistreatment of myself and my family and the amount of money ($1k+) and time we’ve lost (2-days)  No one would take my call, including the owner. We NEVER got to ride. Absolutely one of the worst experiences so therefore we do not want a credit. Also, Pismo Beach will soon no longer allow vehicles to drive on the beach. I want my money back. They are capable of returning the money I paid, they are choosing not to, they’re thieves. Unacceptable! 
  
  Regards,
  
  K**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/28/2023 at the SunBuggy Fun Rentals, Pismo Beach, CA site, I purchased a ride for $328.18 with my credit card, reservation #1******04 . In less than 30 minutes we were told the ride had been canceled due to the creek flooding making access to the dunes dangerous. The person who processed the payment assured me I would be refunded and told me to call the number on their signage, which I did. I was told that it was to late for them to cancel the charge, said they were processing a credit/refund back to my credit card. As of 3/30/23 I had not recieved the credit so I called and spoke to D****** R. who told me I had to request a refund through their Quality Assurance Dept. She emailed QA on my behalf since I was driving that I was requesting a refund. 3/31/23 I recieved an email from QA requesting I fill out the attached form "SunBuggy Credit Card Transaction Refund Acknowledgement" and in doing so they would process my refund in 7-10 business days. This form states that by accepting a refund I forfeit my right to dispute this charge with my credit card. In GOOD FAITH, and patience, on 4/1/23 I emailed the completed form. 4/14/23 I emailed QA as I still had not recieved the credit/refund. 4/24/23 QA emailed saying they were giving me a voucher for a future ride which is not what they promised. 4/25/23 I emailed a request for the refund and received this response, "the form was sent incorrectly and did not apply to this situation, thus the delay in processing" and that they would deliver on their promise of ride time plus an additional 30 minutes. I have made numerous phone calls to various numbers trying to speak to someone. All numbers lead to sales reps and a run around. I called D****** R. who transfered me to "Casey" who never returned my call. There has been no response to my last email.

  

  Business response

  09/28/2023

  Hello,
  The terms of your bookings are:
  
  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.
  

  The park closures due to the weather were unplanned, unexpected, and of course we do not consider them your fault.

  You can get your ride time however, there are no refunds.
  
  These are and will continue to be the terms. 

  We hope you'll give it another shot on a day with great weather, it's a really fun experience!

  Sincerely,

  SunBuggy Quality Assurance

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Res #100004741 1:30pm 4/15/23 1 Maurauder XP 60 min. I booked this sun buggy rental for my wife's birthday and we planned an entire weekend trip to do this. When placed in the buggy, the worker did not tell us any instructions on how to put our seatbelts on. The worker started the choke and told me to push on the gas pedal for it to work. My wife in the meantime is trying to figure out her seatbelt and realized it was clearly missing straps/piece because she was unable to don it herself. I turned the buggy around and we were back at the starting point within 10 minutes from our start time to ask for help. The worker apologized and said "I am so sorry, this should never happen". He went to grab another strap for the seatbelt and came back to try and fix it. He was unsuccessful and left us sitting in the buggy, continuing on with his day while we wasted our time we had paid for. In the original reservation email, Sun Buggies claims you will get your full ride time. When we realized the worker was not coming back to help, we got out and proceeded to ask 3 workers for help, all saying "sorry" and could not help and would not give us their names. We are seeking a full refund due to not being able to complete the experience we paid for due to the company's dysfunctional seatbelt/employee's lack of knowledge in donning the seatbelt. Our full payment was $243.46. We were offered a gift certificate, however we are from Chicago and will respectfully never give business to this company again due to lack of safety and very poor customer service. We have reached out to this company, their email system, and called the office COUTLESS TIMES (10+) since the incident has occurred trying to gain clarification with no resolution and no callbacks after managers said they would. We sent a video and photo of proof to the company. The manager came back at us saying there is nothing wrong with the seatbelt but clearly there was an issue because the employee had NO IDEA how to put it on.

  

  Business response

  09/28/2023

  Hello,
  

  The terms of your bookings are:
  
  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.
  
  You can get your ride time however, there are no refunds. These are and will continue to be the terms. 

  You sent us a video of a four point harness seat belt without any parts missing. The clasp part of the belt (really the only piece that could be prone to mechanical failure) appears to be nearly brand new particularly when contrasted to the also working drivers side seat belt in the video which is slightly browned from age. It's puzzling how the driver could operate this same kind of seat belt but the passenger could not, as if you two were not on speaking terms, even more so to state that staff members wouldn't know how to operate the same kind of seat belt that has been in used in our Dune Buggies for 20 years.   

  We do get busy on a Saturday and when you need assistance you will have to wait your turn to be helped, no jumping in line as that's not fair to other guests. Sorry you didn't feel like waiting for your turn.

  Despite all the confusion of your complaint, we will offer you a complete "Re-Fun" wherein you can come out and try again.  No refund is due.

  We hope you'll give it another shot on a day with great weather, it's a really fun experience!

  
  Sincerely,
  SunBuggy Quality Assurance

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulently charged a credit card again after issuing a refund. No one will return my calls and they charged my card a month after refunding my money

  

  Business response

  09/28/2023

  The terms of your bookings are:
  

  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.

  You can get your additional ride time however there are no refunds.
  

  These are and will continue to be the terms. 

  Off-Road Driving is inherently fraught with risks, including mechanical issues and breakdowns. While issues like these cannot be completely mitigated, we do allow for additional ride time so that you do get the ride time you paid for.

  We continue to have ride time on file for you for up to 2 years and hope you take us up on your ride time to come out to have a better experience.

  Thank you,
  

  SunBuggy Quality Assurance Department

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 4, 2023, we called Sun Buggy after calling a couple other ATV rental places who said they were closed or unable to take reservations for another day or two due to high levels of water in the creek on the beach. Knowing SunBuggy had a large "dune buggy shuttle", we thought maybe Sun Buggy had the ability to cross the creek and called them hopeful we could make a reservation for 3 teen riders and one adult. We were told they were unable to run that morning but would be clear to take our reservation for 3pm that afternoon, and we needed to show up at 2pm (an hour early). They asked for a credit card number to hold the reservation, which we thought we'd better provide since surely all the other people wanting to ride that day would also be reaching out to Sun Buggy, the only company taking reservations. At 2pm, we arrived for our check-in, waited around for awhile (about 30 minutes, I believe), only to be told that there would be no rides that day, and to reach out to a certain email address for refund of the charges ALREADY CHARGED. We could not believe Sun Buggy would charge our card not even sure they could provide the service that day, but they had. While the $500 security deposit was not charged, the $562 rental fees had been. We promptly reached out as instructed and received an email back saying we would have "credit with the company" for up to 2 years. This is absolutely outrageous. This company should never have charged anyone's cards until they know the rides were going to happen. While they did advise that if WE cancelled, we would lose our charges, we did not cancel and showed up as instructed. Despite numerous emails to the company, we have received no response other than they will not provide a refund. The customer service person there will not provide any information other than that this is a management/quality assurance issue, and we have emailed quality assurance multiple times with no response. We advised company we would be contacting BBB.

  

  Business response

  05/11/2023

  Reservations are paid for at the time of reservation and all sales are final.

  We often do not get advance notice of park closures and when we know the park will be closed we don't take reservations for those times. Customer is making false accusations that we booked for a time when we knew the park would be closed and they have no firsthand knowledge of this it is speculation and it is false.

  Policy is clearly stated on our website as follows:

  *NOTICE: Due to recent heavy rains and high water levels there have been intermitent Oceano Dunes park closures.
  If you cannot ride due to a park closure you will be permitted to reschdule for a future date, however there are no refunds all sales are final.
  

  We do have ride credit on file for this guest when they are ready to come visit.  Park closures are becoming less frequent as we are farther from rainy season and the beach is being restored by the tide washing sand back in.

   

   

  Customer response

  05/15/2023

  
  
  I am rejecting this response because after showing up for the appointment as the vendor requested, and the rides were cancelled, we were given a number to contact to obtain our "refund", as communicated by the personnel at Sunbuggy. We followed these instructions immediately in good faith, fully expecting Sunbuggy would refund our money (let alone our shock they even charged the card under these circumstances), not offer a credit. This is not a refund. A month later, after may emails, attempted phone calls (they are not answering the phone, emails are unreturned), and this BBB filing, we still have not been issued a refund. We do not live in the area and do not plan to be back in the area for ATV riding.

  Additionally, we are not speculating about other ATV rental companies in the area not accepting reservations, as we called two others. It is in bad faith for Sunbuggy to have accepted appointments AND CHARGE CREDIT CARDS in the first place for something they knew would likely not be viable. It is beyond me how a business can operate in this manner.

  
  Regards,
  
  R***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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