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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My wife and I booked their Whale Snorkeling trip which was cancelled due to their boat having an oil leak. 3 weeks and numerous phone calls and emails later, I have not received my refund of almost $400. I feel like I am getting the run around. This is a horrible business practice and I feel like I am getting ripped off. I have never seen a business take this long to refund money owed back. I want my refund!!
Business response
04/20/2023
I've attached a picture of our records showing the refund was processed, to show we did refund your booking. On our end, it said you were refunded, although it can take some time for the funds to hit your account. We apologize for the wait. Aloha!Customer response
04/20/2023
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,
***********************Initial Complaint
02/25/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked an intro to scuba trip with the Hilo Ocean Adventures company for two people. This booking took place on Jan 23, 2022. After thinking about the offering, I decided it didn't fit our needs. Per the email it says, "Cancellations Customers will receive a full refund with 24 hour notice of cancellation. Customers will also receive a full refund in case of operator cancellation due to weather, should a tour fail to reach our minimum capacity (2) or other unforeseen circumstances. In all cases we will do our best to offer alternative dates for your tour. No-shows will be charged the full price. Late arrivals may be charged a late arrival fee. Contact us by phone *************) to cancel or inquire about a cancellation."When I called to cancel the woman said the cancellation might take 3-4 weeks. I waited a month and have not been refunded. I have reached out to the company via email and phone 4 times in the past month. The refund has not been issued. ***************************Business response
04/11/2022
Aloha Katie,
I apologize for the delay, the guest had been refunded Feb 25th. All refunds are processed through our software booking system and can take up to 30 days.
Mahalo,
*****************************, owner
**********************************Customer response
04/13/2022
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,
***************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.