ComplaintsforSunny Brook Stables

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son started taking weekly horse riding ******s with Sunny Brook Stables since this February. In the past 4 months, there were 5 times that we drove to the stable, showed up for the ******s, but the stable owner forgot to arrange a teacher for us or forgot to notify us about ****** cancellations. I discussed with the owner about the scheduling issues in May, hoping that she will do better in the future. But, it happened again today. We showed up for the ****** and the owner forgot to arrange a teacher for us. We feel the owner does not respect us and we do not want to continue the ******s anymore. The ******s are prepaid. I would like a refund for the remaining 4 ******s ($400 total). The stable owner refused to refund. I will appreciate if BBB can help me to get the refund.

  Business response

  06/26/2023

  The client did prepay for a package of ******s as per my policy and she signed an executed contract for a no-refund policy. Clients are allowed to reschedule, use credits for camps, birthdays, events, shows, and any other service that we provide. The ****** slots do not expire. She was offered extra ******s to account for any missed ******s or miscommunication, above and beyond what was paid for. Because of her schedule and inability to bring her son during our usual Academy weekly ****** slots, I had explained to her from the beginning the challenge we would have to continue a regularly scheduled ****** slot for her son outside of our normal ****** program. Accommodations were made as best as possible for the arrangement, including the two-hour block of time for some ******s to allow her son to enjoy some additional time at the stables, to provide flexibility in drop off and pick up times as Academy students are allowed. Several ******s were rescheduled. Rain ******s were rescheduled. Rain was over abundant this month. Weather, our show schedule, and trainer changes accounted for some changes in the scheduling. We then allowed self-scheduling and slots were allowed and booked for completely private ******s, which are a different package. One missed ****** in particular was due to the passing of our beloved elderly pony,and her response was a complete lack of compassion and empathy, as she disregarded our grief and complained about that missed ****** as well on the same day as her passing. While I do not wish to hash out here the exact reasoning of each of the purported five missed ******s, I will say that we went above and beyond to get her son scheduled and rescheduled, allowing a la carte scheduling and extended time, multiple ways to reschedule and to give additional ******s as a restitution for said missed ******s. Because this client has micromanaged me and my program and has been harassing on email, I will gladly refund her ****** payment and wish her nothing but the best going forward. She told us multiple times how much her son enjoyed the ******s at my business. This entire instance has been over scheduling, not quality of programming. I will also add that I have had students who have been with me for six years now who have never complained about scheduling since we are so flexible and giving when conflicts occur. She also threatened small claims court and clearly reported to you all here at the BBB, which is the first time I have ever had a client threaten court over scheduling ******s or to report to the BBB. 

  Customer response

  06/27/2023

  It is a surprise that the stable owner consider doing her job to schedule ******s for us is "above and beyond what was paid for" after she accepted all the payments.
  It is also a surprise that the stable owner consider email communications about ****** scheduling from customers as harassments.
  I have received the refund. Thanks to BBB! I am happy to close the case
  

  Business response

  06/28/2023

  To clarify, allowing scheduling of additional services, EXTRA lessons not paid for offered as restitution for any claimed inconveniences, and the opportunity to customize and custom serve based on the client's schedule instead of the barn routine and schedule IS above and beyond. Sending an email complaining multiple times in response to unforeseeable acts of God and in response to when our beloved pony passed and showing lack of empathy IS harrassing, as is threatening legal action over four lessons when given multiple opportunities to reschedule. Finally, this was all only related to special scheduling and rescheduling. The client presented multiple compliments on our services and how much the child enjoyed the lessons. The refund was issued and I am also happy to close this case. 

  Customer response

  06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

*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. ↩