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:05/29/2025

  Type:Customer Service 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.

  Business was unable to accommodate me and my son. They did not have a horse although we were 3 pounds under the weight limit. We requested a refund only for myself and the add on they charged for my son but they refused. The service was never rendered. I was disappointed as our family of four was hoping to horseback ride and wouldn't have booked the experience if we knew the business couldn't provide the service. I would like a refund of 74.98 plus tax for the services paid for but not rendered.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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.

  My family was vacationing in the Pigeon Forge, TN area and decided to try horseback riding for the first time. Jayell Ranch was on several fliers with coupons for $5 each horseback ride. The ranch was close to our cabin so we decided to try it. We arrived shortly before noon. My husband went to make our reservation and was told that they were a bit behind but had room for us at 2:30pm. So we signed our waivers, put on our wrist bands and went shopping while we waited. My husband noticed in his e-mailed receipt that the associate did not apply the coupon to our 4 purchased rides. I went to speak to someone at the front while my family waited in line for our ride. I found a woman out in the crowd answering questions so I explained that we purchased 4 rides for 2:30pm and the coupon was not applied to our order; I'd like to request a credit. She instantly said we do not offer refunds. I said I am not asking for a refund, I'm asking you to honor the coupon we provided and your clerk did not apply. She said to wait in line, give my info to the clerk and she would look into getting me the credit. I thanked her, gave my husbands name, the number of people in our party and the coupon as instructed. I went back over, asked if she needed anymore info and she said no. I can look up your purchase by your name. I thanked her. Arriving back at the rides, I find out they are loading 1pm. I have smaller kids so this delay was not appreciated. We did not get to go on our ride until 3:45 pm after making a reservation. Once loaded on our horses, which took forever, my horse would not move. I was told to keep kicking and slapping him. My request for a new horse was denied. As a result of the stubborn horse, I ended up with burns on my ankle from the horse walking me into the rope fence several times. he would not stay on the trail and kept stumbling, huffing and tripping, It was 99 degrees and we were told no water on the rides. Ankle bleeding, overheated was not what I paid for.

  Customer Answer

  Date: 08/24/2023

  Good Morning,

  The box to submit complaint info has a limited character count and I understand why. Just wanted to mention there are so many additional details I could add about the miserable experience my family and I had. From the lack of water allowed during our ride in extreme heat, refusal to put my son and I on a horse that would walk, my bleeding ankle, lengthy delay in our ride appointment time and complete and utter lack of communication from the ranch, I believe I could ask for a full refund. However, they did have signs posted that they do not provide refunds. I did hear a message being played over and over that the enjoyment and safety of their guests is their number one priority too and that I cannot believe after our experience. 

  Once more item to note: Our guide kept telling me to pull the reins in the direction I wanted the horse to go, told me it was my lack of direction to the horse that cause my ankle injury and I disagree whole-heartly. The horse was not listening to anyone. And this is the first time we've rode a horse. The guy who was trying to give us directions did not speak up, did not speak clearly and was mispronouncing words. Needed to use his finger on the sign in front of him to follow the sentence. The directions given were terrible and we were not offered an opportunity to ask questions or get further guidance to make our experience more enjoyable.

  In summary, all I really want is for the business to honor the coupon discount they should have provided to us when we purchased our rides. I was told this would happen and it has not. That's all I'm asking for-$5 off per ride....$20 refund. It was their mistake and I'd like them to make it right.

  Thank you for your time and assistance,

   

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

• Initial Complaint

  Date:08/07/2023

  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.

  The horses are abused, neglected, and overworked. The horses are getting injured on trail rides, they are biting and kicking other horses because they are tired and overworked. Their muscles are twitching in pain. I was almost injured because my horse was so upset. She was kicking and bucking and trying so hard to get off the trail and go on her own. My husbands horse went on a minimum of 3 trail rides in a row with no break, food, or water. My husbands horse was slipping and tripping and the horse almost suffered a leg injury from muscle fatigue which prevented him from climbing the trail safely. The horses are kept in a pen side by side, the don’t get their own stalls, and they never get field time. They just stay in the same place hooked up to the pen, never moving unless it’s for a trail ride.

• Initial Complaint

  Date:07/19/2022

  Type:Billing 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.

  July 5 2022. My family and I went on the ATV excursion. Unfortunately, during the excursion one of my children had an accident with the ATV which caused damaged. Three days after we returned home on July 11th, we found an additional charge on our card for the damages to the ATV. At no time did the ranch contact me and explain any charges. Provide me with any proof or pictures of the damage. At the time of the incident I went back to the employees running the ride and inquired about the condition of the ATV, as it has rolled over during the ride. The gentleman operating the ride explain to me that there was no damage listed and I had nothing to worry about. So after seeing these charges I contacted the ranch and explain the situation. I also explained that it was very unprofessional of them to just charge my credit card without any contact or proof of the damage or the bill that they were trying to charge me for. I requested that they contact me so that we could discuss the matter further. It is now been two weeks and I have still to receive any contact from anyone at the ranch.