Complaints

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a driving experience from the company as a gift for my boyfriend, Jon, back in July 2022. However, when my boyfriend went to redeem the experience there were no dates available for the rest of the year. He just recently was told that there are only two dates available for all of 2023, both of which are a year after the purchase. When I reached out to the company to get a refund (seeing as they issued me a driving experience that they knew I would never be able to redeem), they refused to issue such refund. This is an extremely fraudulent business practice and I would like to resolve this matter for myself and to help others avoid falling victim to this company's fraudulent activities.

  Business response

  12/08/2022

  Xperience Days gift cards are valid for one year from the issue date at the original purchase price. After that time they can still be used however, if there is any increase in price from the original purchase price, the redeemer will be responsible for the price difference if there is one. There has not been a change in price at this time for the driving experience purchased and a reservation can be made.
  
  
  The schedule of dates offered by the driving school was published for each track location prior to purchase.

  Customer response

  12/08/2022

  Complaint: ********
  
  I am rejecting this response because: It is an incorrect statement. The schedule only showed dates a month out so I was not able to see that there was not availability for the entire year. 
  
  Regards,
  
  ***** ********

  Business response

  12/20/2022

  The schedule of dates offered by the operator of the experience is listed prior to purchase in the 'When It Is Offered' section of the product page. Twelve months of dates are shown by using the arrows to scroll through the year of information (as well as a dropdown for each location shown, if multiple options are offered). 

  A description of dates is also included, in this case, the product specifically states: The Stockcar Bull Ring Driving Experience is offered at specific locations and on specific dates throughout the year, subject to availability. The Experience is typically offered every hour between 8:00 AM and 5:00 PM.

  Additionally prior purchase, all visitors are informed of the following:

  You are buying a gift certificate for your chosen experience(s). Please note there is no option for choosing the date of your experience during the checkout process. Experience Certificates are not refundable, but may be exchanged prior to requesting a reservation. Reservations are made after the receipt of the Experience Certificate. However, if you required immediate reservation assistance, please reach us via eMail.

  Dates currently offered may be viewed here:

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

   

   

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 10, 2022 I gifted ***** ****** through Xperience Days to enjoy $235 stay at a **** ************* **. Mr. ****** never received the certificate number to actually book the gift. We have repeatedly sent emails and left voicemails to please respond to us with the correct information to book the gift. We continually received bogus instructions last week. This week we are receiving absolutely NO response! I want the certificate information to be provided to Mr. ****** at *************** or ************ or have the $235 refunded to my account so that I can book the B&B myself.

  Business response

  09/30/2022

  All information requested by the customer has been provided on multiple occasions, as shown in the attached file. Both the purchaser and the recipient of the certificate have purchased, received and used Xperience Certificates in the past and are familiar with the processes and procedures. 

  Proof of delivery and instructions on usage included.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My nephews and nieces, plus my brother and sister, gifted me $400 towards an Xperience Day purchase on my 70th birthday. This was in the middle of the pandemic, so I redeemed the certificate and established a $400 credit in my Xperience account. With me now retired and the pandemic somewhat on the wane, I went in to use the $400 credit towards a fishing trip. It's not intuitively obvious to me, 'nor 3 others I have asked and looked at the website' on how to use the credit on their website and make a purchase. When I write them, Xperience just sends standard, 'boiler-plate' emails back that just says go to your account to use it, how?. So I called them, 5-6 times now over the last 7 days. No one returns any of my calls and I even asked them to email 'explicit' step-by-step instructions. At this stage I prefer the credit get refunded by check to me, or someone at Xperience (as asked 5-6 times now; no one ever answers their phone) to call me and walk me step-by-step through how to use (deliver the gift) by using this credit. Like I said, I had several people look at their website and 'no one' has been able to figure out how to use the credit for a purchase. What was supposed to have been a nice gift for me has turned into a major hassle and inconvenience from a non-responsive, non-caring company. I sure hope you can help.

  Business response

  07/28/2022

  Dear ****** *******
  Thank you for contacting Xperience Days.
  Below is the answer to your question submitted on July 22, 2022.
  QUESTION:
  I have a credit fir $400 and will add another $100 for Reservations For this salmon fishing trip. I cannot fir the life of me figure out how to do this on the website. Please, please call ************
  
  ANSWER:
  How Do I Use My Account Credit?
  Whether using your credit to buy a gift or reserve an activity, please login to your account first in order to apply your credit towards the transaction.
  
  If the certificate(s) you would like to purchase is less than the value of the credit, you will be able to keep that balance to use towards a future purchase. If the value of the certificate(s) is greater than your credit amount, you will be able to use a credit card to pay for the difference in price.
  
  You will apply your Account Credit during the final step of the checkout process by selecting the Second Payment Option on the Billing Page.

   

  The above is a copy of the response sent to the customer's inquiry, providing explicit instructions on how to use the credit toward the purchase of a certificate offered on the website.

   

  Customer response

  07/29/2022

  I have attached two more links illustrating the depth of business issues with this company, Xperience Days. I will appreciate further action or going to the national BBB offices and if I need to my Senators and Congressman to get resolution/satisfaction. This is unacceptable so please do not let this company continue these fraudulent practices.
  ****** *******
  
  ***************************
  *******************************************************************************************************************************************

  Xperience days responded to me and BBB by just sending the exact ‘same boiler plate text’, yet again.    which I have obtained 4 times now from them. What they state in the email does NOT work. What I asked for was a refund or a phone call to show me how to use this credit towards a trip. Note, they have ignored all 5 phone calls as well now and are now ignoring the simple request for a refund or a phone call through the BBB. 
  
  Please advise if there is anything you can do to further assist me or I have lost the $400 my family sent me as a 70th birthday gift. I have had 3 other people look at the Xperience instructions and try to use the credit towards a trip, none succeeded. This has been nothing but a giant hassle from a company that evidently does not care about serving their customers. I am an electrical engineer so not a dummy with using websites. Why can’t you make them at least call or better yet just refund it ?
  Thanks,
  ****** *******

  Business response

  07/29/2022

  Detailed instructions on how to use the account credit shown in the screen shots included within the complaint have been provided. Thousands of customers have been able to follow those same instructions since 2004.

  How Do I Use My Account Credit?
  Whether using your credit to buy a gift or reserve an activity, please login to your account first in order to apply your credit towards the transaction.
  
  If the certificate(s) you would like to purchase is less than the value of the credit, you will be able to keep that balance to use towards a future purchase. If the value of the certificate(s) is greater than your credit amount, you will be able to use a credit card to pay for the difference in price.
  
  You will apply your Account Credit during the final step of the checkout process by selecting the Second Payment Option on the Billing Page.

  Customer response

  08/02/2022

  Complaint: ********
  
  I am rejecting this response because:

  There have never been any “Detailed” or 'explicit' instructions it always says "just go into your account"....) and there have been ZERO screen shots provided on 7/28, 7/29 or 8/1 on how to purchase and then on checkout use the account credit”, again, NO screen shots included within the complaint have been provided, that is incorrect.
  So how Do I Use My Account Credit?
  As stated, and Yes, I have logged into my account ‘many times’ to try and place an order and then apply the credit towards the purchase transaction at checkout. You may have had ‘thousands’ successfully use a credit…. but I have had now 3 other people try to follow your generic 'go your account' instructions ALL ‘without success’.
  Once I login into my account it shows only 4 options (attachment 1);
  1.Account Balances – just shows the credit, no links to click to purchase an ‘xperience’, in this case a trip
  2. Review a recent experience – not applicable, I have no recent esperience
  3. Orders and Reservations: Says’ Here you can check the 'status' of an order, view your 'previous' orders and reservations, submit a 'review' or request a 'change to a booking” – none of those say ‘purchase a new experience’ and thus are not applicable, or none say ‘place an order’
  4. View my wishlist- non-applicable, I never had a wishlist
  

  If you click on 'redeem' (Attachment 2) it just says "certificate has already been redeemed" and that's how I got the $400 credit

  Is it really this hard to return any of 6 phone calls (530-400-8872) that might take 2-3 minutes over the phone, or, give me another number to call where you actually answer the phone or return a phone call? Because according to the reviews I’ve read no one has any success getting through to customer service on the phone number provided on any route of your phone tree, instead you put your customers through this massive 'back and forth' email hassle. If it's so easy to use and thousands have done it, why would I put myself, and others, through this hassle trying to figure out your website

  
  If that’s still too much trouble just send a $400 refund to: ****** ******** *** ****** ****** ****** ** *****
  
  Regards,
  
  ****** *******
  
  
  
  I sent yesterday the 3rd rejection of the purported 'resolution' of the response from Xperience Days which, for the 3rd time, they sent the same 'boiler-late response which stated the same thing; 'go to your account and then at checkout use the credit ($400) I have. They added this time the false statement that they sent 'screen shots' on how to do this, this is totally "False", they did not.
  
  I would really like BBB to 'escalate action' against this company from the national BBB office or consumer protection agencies. At this stage I request a $400 refund. This was at first a wonderful 70th birthday gift from my family of $400 towards an Xperience gift. It has been a massive experience now and hassle with 5-6 unanswered phone calls and numerous emails all saying the same 'boiler-plate' text responses that do not work. Why won't they pick up the phone or answer any of the 5-6 phone messages I have left them with a return call.? They say 'thousands' have used the site without issue but I'm certainly not bragging but I have two engineering degrees and an MBA and if were intuitively obvious how to redeem and use the funds I think I would have succeeded by now. I even asked 3 friends, one with an IT degree, to try and do it and they all failed to see how you can book an xperience gift and use the credit.
  
  If you need more proof of fraud, please check out the '3rd attachment' I have sent, a screen shot from ***** *****. I previously sent the two links, **** and **** ******* links (below), illustrating the massive problems with this company. Please stop this company and assist with getting my refund.
  
  Thanks so much,
  
  ****** *******

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction was 12/2021. My manager gave this certificate to me as a gift and the site no longer works. It was for $500. It looks as if they took the money and went out of business the following month.

  Business response

  06/23/2022

  Xperience Days did not go out of business and the recipient in question redeemed their certificate as shown in the attached file.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife purchased a Bull Ring Ride Along gift for me from this company for my 40th birthday for $120. Due to COVID, they cancelled all the events they had available so I had to wait over a year for more to show up. I kept contacting the company asking for more info and they were very unhelpful. My certificate had also expired since it was past a year and they did reactivate this. Finally when new dates showed up in 2022, their terms of service had changed requiring all attendees to be vaccinated. I am not able to be, but they refused to give a refund saying all things are non refundable. This is fraud and medical discrimination.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought an "experience" through this company in Palm Springs for my 5th Anniversary with my wife. COVID happened and we weren't able to go when we wanted to. I called Xperience Days to get a refund and nobody answers the phone. I left messages and nobody responds. I've emailed them 30 times, and their only response is that they cannot assist me, they cannot provide a refund, and my voucher is expired. They have stolen $400 from my family and I, and there is no way to get it back. I will be filing a small claims lawsuit in CA, but they are based on CO. I imagine I can get a judgment against them but what's it worth if they never pay? NEVER use this company.

  Business response

  03/10/2022

  Please find attached the correspondence with the complainant. 

  We have attempted to assist the customer on numerous occasions; however, they have not provided the information needed to aid their inquiries. 

  Customer response

  03/10/2022

  Complaint: ********
  
  I am rejecting this response because: I provided them with all the information on the voucher they provided me.  They tell me to log into the website and get the "19 digit redemption reference number" but when I do, the site says the voucher has expired.  There is no possibility or way for me to obtain the voucher and the reference number because the website prevents me from doing so.  

  
  

  So I am literally prevented from getting them the number they say they need to give me a refund.  It's a complete racket, and nears fraud considering all these other reviews I'm seeing online say the same thing.  I demand a full refund of $320 from these crooks.  
  
  Regards,
  
  ******* *****

  Business response

  03/21/2022

  The customer is welcome to forward the email received with the link to the certificate to lookafterme@xperiencedays.com for assistance, if they do not have access to the original certificate delivered. 

  Customer response

  03/21/2022

  Complaint: ********
  
  I am rejecting this response because: I have sent the email I received and they refuse to reimburse me.  I've sent it 4 times and all I get is the runaround, which is exactly what this business is doing in response to this BBB complaint.  Game of cat and mouse.  

  I want a full refund.  They refuse to take any responsibility.
  
  Regards,
  
  ******* *****

  Business response

  04/01/2022

  Neither the redemption reference number nor the original email received containing the link to the certificate have ever been sent by this customer in any of their communications. Until either the redemption reference number or the email containing the certificate is received, we are unable to further assist Mr. *****.
  
   
  
  Best Regards,
  
   
  
  The Look After Me Team
  
  @ Xperience Days
  
  www.XperienceDays.com

  Customer response

  04/01/2022

  Complaint: ********
  
  I am rejecting this response because: see attached.  It is impossible for me to get a redemption reference number and what you want because my certificate has "expired" according to the seller's website.  I wish someone would call me, or answer messages, or actually engage in some customer service.  HELP BBB, sanction these guys or SOMETHING.
  
  Regards,
  
  ******* *****

*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. ↩