Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few years ago, my family and I visited your ranch and had an excellent trail ride experience with ********** and another lady. Throughout the ride, they engaged with us, ensured our safety, and shared details about the surroundings while capturing memorable photos. It was truly a fantastic experience.October 12th we booked another ride for 7 people. Having recently moved to the area, my family had never ridden before, and I had told them how amazing our previous experience at your ranch was. We drove 2 hours and spent $900 to return.I spoke with ***** at the time of booking and mentioned that it was my birthday, and we had family in town. She wasnt very engaging as we got settled on the horses. She explained she would provide reminders about reins, posture, and leaning, and never did. After her initial instructions, the ride was quiet. Apart from our own family conversations, there was minimal interaction or commentary from the wranglers. It lacked the warmth and engagement we had previously experienced.When we reached ****************, the photo opportunity was brief, and ***** informed us that we would be heading back due to time constraints. She mentioned that having more horses in the group took up additional time. I expressed disappointment, as we saw bare trees and open areas. Throughout the ride, ***** seemed disengaged, and I noticed she was on her phone. I understand that personal events can happen, as whatever was going on, affected the overall experience. After reading reviews, I saw many guests praising the wranglers for their enthusiasm and conversation, which made me feel disappointed about our own experience. Toward the end of the ride, our last rider unfortunately fell off his horse. He was not badly injured, but it was concerning that the wrangler at the back did not notice the saddle sliding off. My daughter overheard her telling ***** that she hadnt seen what happened. This highlighted the lack of attentiveness and guidance during our ride.

  

  Business response

  11/05/2024

  Ms. ************ want to personally extend our apologies for your recent
  experience at Tarryall. As you mentioned from the tenor of
  past guest reviews, we strive to provide every visitor to the
  ranch with an exceptional and memorable experience, and
  we are truly sorry for falling short of this standard during your
  visit.
  
  We have spoken with you on the phone regarding your
  feedback, and appreciate the time you took to share your
  concerns. We have reviewed the specific events from the
  day of your ride and spoken with all staff involved. We are
  confident the anomalies of your ride have been addressed.
  We have issued the refund you requested and hope that,
  despite this setback, you may give us the opportunity to
  regain your trust in the future.
  Respectfully,
  The Tarryall Team

  Customer response

  11/08/2024

  Complaint: 22449181
  
  I am rejecting this response because its been a few days since we talked and the $450 refund is not in my account. 
  
  Regards,
  
  ********* ******

  

  Business response

  11/21/2024

  We spoke with ********* ****** this morning, 11/21/24, and she reported that she had received the refund that was agreed upon, but has not followed up with BBB to close the complaint. We have left two unanswered voice mails with ***** Look to update her as well but have not heard back from her. 

*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. ↩