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:05/07/2023

  Type:Product 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.

  my niece and I bought a helicopter tour for my sister with Adrenaline. There were supposed to do the tour in April 2020, but with covid of course everything got cancelled. They told ** they would refund **, but it kind of dragged on just saying they were working remotely and they were not able to do a refund from home. They say they could transfer it to a gift card and it will be valid for 5 years. So we finally accepted because the refund was just not coming. My sister finally came this year to ******* ( they coming from ******) so we booked a helicopter tour, to travel to ******* from **********, the tour was canceled because of the weather condition, so we extended our stay for one more day, on the second day it got canceled again. So I called and say we would like a refund and they told ** sure, we have to confirm the cancellation with the provider and we will refund. after 10 days I follow up via chat and the person confirms the refund was issued and it will take 3-7 days. After 7 days we still didn't get any refund so I follow up by chat and obviously nothing had been done.SO I called customer services, and the person said they can't refund the tour, they just put back the money on the gift card. They can not refund ** because it would be money laundering. I really do not see how that could be money laundering. Adrenaline couldn't refund ** in the first then twice the tour was canceled, obviously, my sister is not going to come back any time soon. The bottom line is we bought a tour and you says you would refund ** on multiple occasions and you didn't. it is just a big scam.What we want is a refund of the tour we bought in 2019 we should have received a full refund in the first place.all email communication are attached.

  Business Response

  Date: 05/08/2023

  The customer's original purchase, reference #****** on 9/12/2019 was cancelled due to COVID travel restrictions. Adrenaline set up a refund request on 3/31/2020, ** which the team was unable to process due to COVID and an inability to access account systems through restricted remote work. The customer was unable to chargeback due to the purchase timeline, and we offered a Gift Certificate option instead of waiting on the refund to remedy the situation quicker. The customer accepted on 2/11/2020, in which the Gift Certificate was emailed and activated on on 2/11/2020. The customer redeemed the Gift Certificate on a new order reference #****** placed on 2/25/2023 and provided additional payment that was not covered by the Gift Certificate in the amount of $50.50. The helicopter tour was cancelled due to weather, and the customer called in to request a refund. The refund was issued to back to the original purchase method of the order including the Gift Certificate and the payment of $50.50. The customer asked to receive a full refund from the original 2019 purchase, in which we are unable to provide since the customer accepted the Gift Certificate option. We offered a resolution of a Gift Certificate that does not expire and can be used on over **** experiences nationwide, which remains active and ready to redeem today.

• Initial Complaint

  Date:12/19/2022

  Type:Product 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.

  Adrenaline, Inc. claims to connect you with experience providers for thrilling activities. My husband bought a $400 voucher in 2019 as a birthday present for me. The pandemic caused us not to book the hot air balloon ride until September 2022, which was still within the voucher date since they are good for 5 years.Outlined on the company's site and within their terms and conditions, it says to call your provider the day before to confirm the activity. We did, many times. No answer. No answer from the provider or Adrenaline on the day of. Since we would lose our voucher if we didn't show up, we still drove the almost two hours (one way) to the meeting site, only to find it was a bar and no one knew of any hot air balloon company. When trying to pull up our order details from our confirmation email, it takes us to the webpage but says the order details are encrypted and we need to access them through the link in our confirmation email - which is exactly what we'd done. I am attaching a screenshot of that pop-up, as well as our confirmation email, our booking request, and a screenshot of their terms and conditions. I have much more as well if needed.Of course we were upset and called Adrenaline for a refund, not once but twice. The man who answers the phone is named ******* and says he cannot refund you because it's against the company's policy to provide refunds (even though it states in the terms and conditions "you can be issued a refund on the Booked Experience excluding the service fee.") When I told him we needed a refund because not a single service had been provided to us, he insisted the best he could do is vouchers. I told him I would be reporting him to the BBB. A quick search on Trustpilot provides enough evidence of many, many people experiencing similar problems with their money held for weeks, months, even years. This is more of a scam than a business and in all good faith should be shut down, which is something I'm willing to pursue if need be.

  Business Response

  Date: 01/09/2023

  This customers husband, *******************************, purchased 2 Hot Air Balloon Ride ********** - 1 Hour Flight Gift Certificates on Monday, October 14, 2019 4:49 PM, order reference number 229552. 
  
  
  The customer agreed to ********************* terms and conditions regarding refund-policy upon purchase including:
  
  
  Validity
  Flex Certificates and variable load Adrenaline Gift Cards do not expire. Adventure-specific and membership certificates with a dollar value are valid for 5 years from the date of purchase. If the price of the experience related to the voucher changes, the customer will pay the increased price difference if the voucher is redeemed after one year from the initial date of purchase.
  
  
  Redemption
  In order to redeem your ADRENALINE, INC. Certificate, please complete a Booking/Order Form on our website www.adrenaline.com we would prefer it if you give us two weeks notice when booking an adventure. A calendar of available dates for your adventure is located under 'dates' on the information page for your adventure.
  
  It is the Certificate holder's responsibility to ensure the certificate is redeemed before any applicable expiry date of their certificate. Gift Certificates, Gift Cards and Gift Vouchers are not refundable after 14 days of the initial sale and are not redeemable for cash except as required by law. Gift Certificates, Gift Cards and Gift Vouchers cannot be redeemed to purchase other Certificates, Cards or Vouchers. A service fee of $4.50 will apply to each order.
  
  
  Flexibility
  The value of your Certificate is fully flexible, and is transferable towards ADRENALINE, INC. products.
  
  
  Discontinuing an item purchased
  ADRENALINE, INC. reserves the right to discontinue the sale of any adventure purchased on a Certificate, but agrees to replace the item discontinued with any other adventure to the same value or refund the purchase amount in full.
  
  
  14 Day change of mind Refund Policy
  If you are not completely satisfied with the Gift Certificate that you have purchased from ADRENALINE, INC., then you may request a refund of the Gift Certificate within 14 days of the purchase date. The refund amount will exclude any delivery charges or service fees paid at the time of the purchase. Refunds are only permitted for Gift Certificates that have not been used in whole or in part. Refunds can only be processed back to the original purchaser of the Gift Certificate.
  
  After a period of 14 days has elapsed from the date of purchase of the Gift Certificate, the Gift Certificate will be non-refundable in whole or in part however our Gift Certificates are fully flexible and may be exchanged to be used towards another Adrenaline product or adventure. Lowest Price Guarantee
  We guarantee that the participant will pay the lowest price online offered by our partnered operators. If the participant is able to find a lower online advertised price for the same adventure offered by the same operator elsewhere online then ADRENALINE, INC. will endeavor to beat it. 
  
  
  The customer redeemed both certificates on a booking, reference #******, to which they were confirmed on March 24, 2022 at 12:02 PM to participate in the Hot Air Balloon Ride on Friday, September 23, 2022 at 4:30 PM with the Experience Provider, A Lot of ************** and were instructed on their booking confirmation to contact ********************* on ************** the day before the flight to confirm departure place and time.
  
  
  25 days following the booking date, we received feedback from an automated feedback request on October 18, 2022 from ******************************* which stated, No one would answer our phone calls the day before or day of. We drove two hours anyway and no one was there. We have not been able to get ahold of anyone afterwards, so if I don't get a full refund real soon it's gonna be a problem. I can't believe I was sent this stupid survey for a hot air balloon ride that never happened.
  
  
  On November 1, 2022, an Adrenaline customer service representative, *****************************, receives a phone call from ******************************* to notify us of the situation. On November 18, 2022, we received confirmation from the operator that the adventure was cancelled due to weather, to which Adrenaline issued a refund to the customer the following day back to the original purchase methods including the 2 Gift Certificates and to the credit card used to apply the remaining amount the Gift Certificates did not cover. The Gift Certificates were also extended for another 12 months for the customers convenience. The customer asked for the gift certificate purchased back in 2019 to be reimbursed with cash value, to which Adrenaline restated that our terms and conditions do not allow refunds on gift certificate purchases after 14 days of the original purchase. 
  
  
  After further investigation, the operator of A Lot of ************** ***, left a message to the guests on September 22 at 9:45 AM with the customer, giving them notice of the cancellation and prompting a call back to reschedule, to which he recollects he never received another call.
  
  
  ****** was both aggressive and rude according to *******, Adrenalines CEO, whilst speaking over the phone to her. This customer continued to threaten us over the phone including taking legal action and left multiple defamatory reviews encouraging others to call and harass our employees by name on TrustPilot, to which they have since been removed by the TrustPilot team for breaking policy guidelines regarding defamation and harassment.
  
  
  The gift certificates still remain active today and eligible to use on future bookings until the extended expiration date.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18612770
  
  I am rejecting this response because:
  

  The company has yet to issue me a refund. I will absolutely and with zero doubt take this to court if need be. I am attaching numerous numerous numerous online reviews just like mine, describing all of the scamming this company has been doing over the years. I can only attach four screenshots but I have 20+ filled with all of their negative online reviews, please just check them out on Trustpilot to see exactly what I am saying. I will do whatever I need to do to ensure they are no longer able to parade themselves as a legitimate business when they are a fraud company. The business claims in their response to the BBB that the hot air balloon company contacted me that morning to inform us of the cancellation and attempt to reschedule. This is a lie, and I will pull phone records if need be. I called the company many times the night before and the day of. We received no answer, no call, no voicemail, nothing. So the business claiming that we did is a complete fabrication that I am happy they made because it will be terribly easy to prove it's a total lie.

  In summary, until I receive every ***** of my money back from Adrenaline, Inc., I will in no way leave off from pursuing them through every means at my disposal. I despise scam artists like them who make their living off of other people's hard-earned money and then, when those people get angry, they whine that the customers are "rude" and "threatening legal action" when it's not a threat, it's a promise.

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

  Business Response

  Date: 01/17/2023

  With the customer insisting legal action, there is no need for further conversation to happen outside of our legal team. We take all claims of defamation very seriously and will treat this case as such.

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked a dinner cruise for my wife and I with Adrenaline, *** on 06/24/2022. On 07/30/2022 my wife and I arrived at the specified address to depart on the dinner cruise. Upon arrival, we were asked to pay $10 for parking our vehicle. Nowhere on our booking confirmation did it state that we needed to pay for vehicle parking. Upon boarding the vessel, we noticed that other passengers attire was not what was stated for the cruise. Adrenaline, *** stated that the attire was business casual to dress casual attire and to refrain from wearing jeans, shorts, or gym shoes. My wife and I as well as maybe five other couples were the only ones following the dress code. There were guests wearing jeans, tights, sneakers, as well as one guest with a political shirt. This was not turning out to be the fine dining on a luxury yacht experience that was advertised by Adrenaline, Inc. After boarding, my wife and I were seated at our table. We looked over the menu and noticed that there were indeed four courses but one of those courses being the appetizer had a price. We also noticed that the complementary juice, tea, soda, and coffee that our booking confirmation stated, also had prices. Our waiter arrived to greet us, and we told the waiter that we would like our complimentary champagne, and he stated that it was not complimentary. We also asked for soda and tea and once again the waiter stated that those items were not complimentary. When the waiter took our order for our courses, we asked for two starters and appetizers. We were once again informed that the appetizers were not complimentary. Our booking confirmation stated a four-course meal which would have included an appetizer. The silverware provided had what looked to be rust on them as well as the glassware was smudged. This package cost $411.33 and when all these items are added up, I felt that we got scammed, and most importantly we were not given what was promised nor did Adrenaline, *** offer to rectify the situation.