ComplaintsforOff The Grid Mountain Adventures
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Complaint Details
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Initial Complaint
05/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
05/28/2022. I had scheduled one of their off road UTV tours. I had a pre paid deposit of 54.88 that was paid on 5/23/22 and was made well aware that it was non refundable. Nothing was stated that I would be charged if I canceled less than 24 hours notice. While in route to the ride I had an unexpected event come up and was unable to continue. I was charged 196.45 because I didn't show for the tour. I was ok with loosing the deposit but when I inquired as to why I was charged for the remainder of the tour I received a nasty email that stated there cancelation policy was on my receipt and if I had questions I had it in writing. I want to know why I was not emailed that policy after paying a deposit and why that policy was not stated when booking the tour. This policy should also be displayed on the web page for the business. I expected them to offer a refund because I was attempting to make the tour. I feel this is a very unfair business practice. All I am looking for is a refund.Business response
06/27/2022
Business Response /* (1000, 5, 2022/06/07) */ Contact Name and Title: Monie Director of Operati Contact Phone: 4233416799 Contact Email: [email protected] Customer scheduled and we told them that there is a $50.00 deposit and a 24 notice of cancellation. When a customer reserves, not only do we text them, but we also email them a contract that states there is a 24 hour notice of cancellation. Mr. Canipe never showed, never called - even after an attempt was made to contact him via text and call. We had no response from him until he noticed his credit card had been charged. I had sent an email in response stating again that he was emailed and texted, that there was a 24 hour notice of cancellation - to this email he never responded. Then we recieved this letter from the BBB. So we are responding letting you know our side of the story as well. But I assure you, we send a contract every time we receive a deposit that states clearly the 24 hour cancellation notice policy. Feel free to contact me at any time. - Monie
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.