ComplaintsforWilderness Voyageurs Rafting & Bike Tours

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a 4 day/ 3 night bike tour with this outfit several months ago. The trip included food and lodging. The day before the trip, I traveled from Ithaca, NY to the Pittsburgh area to stay at a hotel the night before the trip, a six hour drive. It rained the entire trip down as Tropical Storm Ophelia was stalled just to the East. I had my doubts about the terrible weather but made the attempt to still join the ride. It rained all night, and the next morning, it was still raining. I was an hour away to the west from Ohiopyle, PA where we were to leave from. It was coming down in buckets on the way there. I made a health decision not to ride because I did not want to get sick riding in the rain all day. The forecast was for rain the next day too. I love physical outdoor challenges, but bike riding into the thick outer bands of a Tropical Storm is not one of them, I informed the company by phone of my concerns and decision. They refused my request for a refund, citing their rigid refund policies. I cannot predict hurricanes and tropical storms hitting PA in Sept but they were insistent that I did not request a refund within their time frame. The trip was to begin Sunday 9/24 and end Wed 9/27 costing $1,810. Also, it rained the entire trip back from Pittsburgh to Ithaca, NY, so it was raining over several states.

  Business response

  10/04/2023

  Hello 

  The customer reserved this Bike Tour on 11/23/2022 not several months ago like the complaint states in his response.   Travel Insurance and our Cancellation Polies were sent to him on 11/27/2022.  Then Cancellation Policies were sent  again on 5/29/2023 and 6/25/2023 when he received his payment reminders.  The weather can always be a factor when doing "outdoor challenges".  One of the reason the travel insurance industry exists.  

   

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This company is so rigid that they cannot refund any of my money? $1,800 is a lot of money for not having received anything for it.

  Hiding behind a stiff, rigid refund policy when a TROPICAL STORM is involved is really lame and cowardly. It reeks of greed and is just plain bad business practice. I would think they would want to at least meet me halfway instead of alienating me and reciting cancellation policies and travel insurance industry guidelines. I had fully planned to participate in this outing except for one thing..............

  IT WAS A TROPICAL STORM !!!!!!!!!!!!!!!

  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** ******

• Initial Complaint

  07/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We paid $3016 for a bike trip and cancelled for health reasons two weeks in advance. Despite filling our two spots, Wilderness Voyageurs refused to issue a refund. We understood losing our $500 deposit. However, losing the additional $2,500 was not acceptable since two other participants took our places and paid in full. We were offered a voucher for a future trip — which we would not use.

  Business response

  07/28/2022

  To whom it concerns,
  
  The guests who canceled their bike tour were made aware of our cancellation policy at the time of booking, and again reiterate in an email received within 7 days of booking the trip. The policy states the following: 
  
  Bike Tour Cancellation Fees
  121 days prior to departure: Full Refund (minus non-refundable $250 deposit)
  91-120 days prior to departure: 50% Refund (minus non-refundable $250 deposit)
  
  90 days prior to departure: No Refund
  
  The guests booked their reservation with us on December 8, 2021. Within 30 days of booking this trip, they received a full itinerary explaining the route. This information included all tunnels that would be accessed. They then received this same document again 90 days prior to their trip departure, which was April 12, 2022. 
  
  It was not until June 27th, 2022 that they made our company aware of an eye problem that would prevent them from doing this tour. This was now within 15 days of the tour's departure. At this time they were put in contact with the Tour Manager for the trip they booked and alternatives were offered for the tunnel. They stated they wished to not go through with the trip entirely. 
  
  As an exception to our policy stated above, we offered a full credit minus the $250 per person deposit should we be able to fill their spots. As you can see, that is not something we offer as part of the standard policies, so we were willing to work with them outside of our policy to try and accommodate. 
  
  Since we were able to fill their spots on the tour, the credit was offered. This credit does not expire, and can be used on any of the tours we operate in 20+ states across the US. Many of which do not include tunnels, which they stated was the only issue with the tour they booked. 
  
  This offer was not only a big exception to our standard policy, but very generous given the time and effort our staff gave to their situation in both helping them and working to fill the last minute vacated spot. 
  
  
  Thank you, 
  
  Tracy H***
  Wilderness Voyageurs

*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. ↩