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Business Profile

Horseback Riding

Silver State Tours

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Horseback Riding.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date: 12.21.24 Paid $135.00 via Groupon for 2 ppl tour (******* *****, ****** *******)Event: Horseback riding tour Name: DBAs Silver State Tours and/or Sawmill Trailhead Date/Time: 10:00 am on 12.21.24 Tel: ************ The merchant did not show up at our scheduled tour! We were eager to ride, and were very disappointed. We were there ON TIME and no one showed up. Rather she was at an event with her kids! I live in **********, not *********, and I spent over $500 on hotel, airfare, Lyft. The company has a SLEW OF DBAs: Silver State Tours, Sawmill Trailhead. 15 minutes later she texts us about not showing up. I told her were there at 9:45 am. Instead of calling me, she continued to text, which was TOTALLY IRRESPONSIBLE and showed a LACK OF CONCERN for our time/effort!!!!!Patrons can schedule tours via ******************************************************************

    Customer Answer

    Date: 01/09/2025

    COMPLAINT FILED WITH GROUPON: ******* ***** (Va Yo) aka ******* ******


    Hello. We rescheduled our riding tour with Sawmill Trailhead for December 21, 2024. I flew in from **********, booking flights and hotel reservations. The merchant contacted me at 4:00 am on 12.20.24 asking for my address. I replied.  Later on, 5:55 pm, the merchant contacted me with the duration of our tour only. I responded soon after with great. She never supplied an address, like she states in the text screenshot. Throughout this whole ordeal, communication with this merchant was absolutely horrible!!!!!!!!


    On 12.21.24, we were extremely eager to go horseback riding. We intended to arrive 30 minutes prior to our schedule. We sat around for 15 minutes, and there was no sight of horses or a tour guide. We had slight cell phone connections and called, texted and emailed the merchant. NO RESPONSE AT ALL!  We were waiting at the location that was supplied to us via email (see below). Now, it's approaching our 10:00 am schedule, and we do not see anyone in the area.  We started to get irritated!!  After waiting until 10:10 am, we were extremely disappointed and started to drive off towards the highway. Within minutes, literally, we get a text from the merchant.  Text? Why not a call!  We need to meet.  Right?!  We correspond back and forth for about 3 minutes.  I told her to call, why are you continuously texting me!  She never called, which I felt was TOTALLY IRRESPNSIBLE. She tells me that we are at the wrong location.  I told her we are at the location you sent me via email Sawmill Trailhead.  She,then, tells me that she wants to reschedule, because she is spending time with her daughters.  Really?!!!!!!  Reschedule???! 


    Do you know what type of arrangements we had to make to get to *****?  She had ABSOLUTELY NO INTENTION on honoring her commitment to our tour on December 21st at 10am! This is EXTREMELY IRRESPONSIBLE!  She had absolutely NO consideration for our time, our commitment. I am out of airfare, hotel and Groupon credit.  I want my $600 back!!


    I have NO DESIRE to patronize this merchant ever! will NEVER consider this merchant as a reputable Groupon vendor!

  • Initial Complaint

    Date:01/05/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 husband planned this as an excursion for us while we were in ***** but we did not book the tickets until we were actually in the state. We traveled for my birthday, over the weekend of ***********-**. I ended up booking the tickets and immediately regretting it. Unfortunately the website for this company has a different name than what the ****** reviews are under, so it was incredibly misleading. You then get a liability waiver in it that has a bunch of information in it about how you can't report them if they are mishandling their animals. You also don't find out the location of this ride until after you book it, and the only information they share with you is a latitude and longitude pin. The waiver caused us to start looking into them more which led us to figure out the company with so many recent bad reviews was the one we just booked with. I contacted them within an hour of booking and they still refused to refund our money. They weren't out anything in that hour, the ride was booked for the next day and could easily have been taken by someone else. This company is just shady making money off of unsuspecting people that are likely mostly tourists.

  • Initial Complaint

    Date:08/22/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    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.
    This business will not work with me ahead of the ride for rider waivers for minors. The will only communicate via text. Eventually they do respond to text, but with pre-scripted statements that do not answer what I am asking. This complaint is following multiple times reaching out to them.

    Business Response

    Date: 09/05/2024

    We do not have a 
    ******, ****** in our system as a client at all. Please provide proof of service. 

    Customer Answer

    Date: 09/05/2024

     
    Complaint: 22176479

    I am rejecting this response because: I, ****** ******, the mother of ***** ******, purchased the tickets.  This was explained in the texts. ***** is a 17 year old.

    Sincerely,

    ****** ******

    Business Response

    Date: 09/20/2024

    Heres is photos 

     

    *********************************************************

     

     

    your system would not let me upload them 

     

     

    as for her complaint now that we have ***** ****** name we could look up we sent emails and texts for her to view the  information four her tour.  Im not sure what issue with waivers she had as the texts and emails throughly explained how to do it and she never asked us how.  I have included in that photo link all communication with her and emails that are tracked she opened and read.  This complaint is ridiculous. 

    Business Response

    Date: 09/23/2024

    Heres is photos 

     

    *********************************************************

     

     

    your system would not let me upload them 

     

     

    as for her complaint now that we have ***** ****** name we could look up we sent emails and texts for her to view the  information four her tour.  Im not sure what issue with waivers she had as the texts and emails throughly explained how to do it and she never asked us how.  I have included in that photo link all communication with her and emails that are tracked she opened and read.  This complaint is ridiculous. 

    Customer Answer

    Date: 09/23/2024

     
    Complaint: 22176479

    I am rejecting this response because: The complaint is surrounding the SilverTrails being unresponsive or helpful, in any way, with getting information about it being two minors for the ride. I can send screenshots of all of the texts if that is helpful.  It started with a simple question of where the meet up is.  I should have known right then they would be a big run around to get any straight answer.   In following weeks I tried to reach out again to find out how they needed my son's girlfriend's waiver.  Again they would not talk to me, got a run around.  Please note on the day of order, 4 emails all from different senders but ultimtely from them.

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:02/06/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 scheduled a horseback riding with lunch November 26, 2022. I had to cancel second to having to have emergency surgery and admitted to the hospital on 18th of November. I called and texted to let them know and give them advance notice, on the November 19th, 2022. I was not asking for a refund but to reschedule. I had been communicating with someone, unknown name because no one will give me their name and they do not answer the phone. I was told I can reschedule and was sent a circled part of the contract. As of today, February 6th, 2023, I still can not get a hold of anyone to reschedule this horseback riding with lunch. I would like to know if anyone can assist me in this matter.

Silver State Tours is NOT a BBB Accredited Business.

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