ComplaintsforJayell Ranch

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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 response

  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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/20/2021 my family visited Jayell Ranch. We purchased the horseback ride, zip line, and UTV ride. I drove the UTV with one extra adult and my two kids in the back, they are 7 and 9. We were the last one because everyone else was riding an ATV. I made sure to be at least 30 feet away from the last ATV rider and because my kids were a little afraid I took the ride very slow and was extremely careful at each turn. Once we got back, the instructor collected our helmets and thanked us for being part of the ride. Today I noticed an additional charge on my card for $330.78. When I called Jayell Ranch they said "the mechanic found a damage in the bumper". This was never mentioned while I was there, I never got pictures of the damages, I was never notified about the damages, and they decided to charge my card. My kids had a great time and this issue just ruined the whole experience. I am asking for a full refund in the amount of $330.78 back to my card.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We stayed at Jayell Ranch in one of their cabins august 16-20. When we got there on Monday the TV and WiFi weren't working so I contacted the ranch. They told me the tv was just replaced the day befor and they forgot to put one of the wires and they would send someone. A man named Wyatt came and checked it out and tried to get it working with no luck but told us the cable company was coming the next day. The next day no one every showed for the tv so I contacted the ranch again to be told that the cable company wouldn't be out til Thursday. They offered to refund our money if we wanted to leave or a partial refund if we decided to stay. We decided to stay since there was nowhere else to go. The next 2 nites we had problems with the air conditioning, contacted them again and nothing was done about it. The tv was fixed Thursday early evening and then we left Friday morning. When we got home I contacted them about our compensation and no one will get back to me. I have all the texting

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/13) */ We spoke to them and did explain that the cable company was coming to fix the cable but at the time of their stay we were not providing wifi. They also sent us a photo of the air conditioner dripping down that wall but it was just condensation. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were the ones who offered us a partial refund, I still have the text message from them, I can send it to you . They are twisting the story. We got there on Monday and the cable company came on Thursday and we left Fri morning. They told us on mon that the cable company was coming the next day. They even admitted that they had just installed the tv the day before and didn't hook up one of the cables. So obviously they didn't make sure the tv was working when they installed it. Then they sent someone to do that and it was Wyatt that told us the cable company was coming Tuesday. I wish there was a way for me to show you the text messages that I have of my conversation with them. This is NOT acceptable!! Can you give me an email that I can send the screenshots of the conversation? They were the ones that offered the partial refund and now they are ignoring it like it was never said. Not a good way to run a business. And then not to respond to me when I have been trying to contact them by message and by phone all which have been ignored. I am NOT happy about any of this Business Response /* (4000, 10, 2021/09/14) */ Good morning, I understand you're frustrated, as are we. With the weather being very hot and a/c running extra cold condensation is going to happen and there is nothing to do about it except to turn the a/c down.

*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. ↩