Complaints

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Tori (Victoria) R******, the owner of Torbella Equestrian $349 February 17th for a camp deposit for 3 weeks of horse camp at her barn as shown in the ***** transaction document attached. After placing the deposit, her horse ***** threw my 6 year old daughter off his back as shown in the photograph attached. This incident occured on April 5th. Due to a lack of safety and insurance at Torbella my husband and I are no longer comfortable with my daughter's attending camp with Tori. Tori admitted her short falling and started with refund #1 as outlined in the ***** transaction for $125. Tori has not responded to me and has not followed through with refunding me the additional $224 and continues to run an equestrian barn servicing young students without insurance and without fulfilling her financial obligation to refunding me. Her business practice is wreckless and immoral.

  Customer response

  07/23/2022

  My complaint submitted is against TorBella Equestrian located at **********************************Schwenksville PA *********.  The phone number for this business is ************ and the owner's name is Victoria R*************.  Perhaps the reason you think I reported against the incorrect business is that she is not registered as a business which makes her practices even more suspect.  She is working here with children teaching both camps and lessons and likely has no child security background checks either but she has immoral business practices and really needs looking into.

  Please do not hesitate to reach out with further questions.  I appreciate your help in this matter.

  Sincerely,

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

  Business response

  09/21/2022

  Complaint Response to ******* ******, ID#********
  
  I apologize that the BBB has to go through these steps to respond to a complaint so absurd and untruthful but from TorBella Equestrian we would like to respond to this complaint.
  
  This complaint is written by a former customer of mine who was very content with her business with me for almost 2 years. In that time her daughter fell off riding a horse 2 times, unfortunately it comes with riding horses. The 1st time her daughter fell off, she assured her daughter this is what happens and her instructor (Tori R******) knew what she was talking about having her get back on the horse to try again, and we succeeded in that task. That incident was 2 years ago.
  
  Over the fall/winter of 2022, her daughter unfortunately fell off again for one of my horses taking a wrong step and the rider bounced off. But again was assured she needed to get back on and continue which she did. This client then came back 2 additional more times to ride, with no issues. The instructor (Tori R******) even reached out via text to check on the student who had fell off and her mother assured Tori she was okay just a little sore but continued to ride 2 additional times. In this time frame, this customer signed both of her daughters up for Summer Camp 2022 at TorBella Equestrian and was aware of the contract that was signed that stated “deposits for holding spots are nonrefundable”
  
  This former customer was aware of this business policy as it has been the same policy since summer of 2021 which her daughter attended, but unfortunately she took a turn and decided to quit riding lessons all together and demanded her money back for her deposit  for summer camp. When TorBella responded that there are no refunds on deposits, this former client proceeded to threaten Ms. R******, and threatened to blackmail Ms. R****** until they received their money back. Out of the goodness of Ms. R****** heart, she refunded a partial refund back to this customer in order to ease them but they did not stop there.
  
  They proceeded to bash and harass TorBella Equestrian by writing untrue complaints on their social media platforms, where TorBella Equestrian responded to and corrected this customer numerous times in their untrue words.
  
  Up to this point TorBella Equestrian has ceased all communication with this former client and would like to continue with the path of no communication. At this point, I do not appreciate the harassment level these people have gone to to try to squash the dreams of a who is trying to make her business grow.
  
  Unfortunately this people  are just trying to take advantage of TorBella Equestrian by making up lies, but have been caught numerous times in their lies and it’s time it ended and everyone moved on.
  
  My business policy for summer camp is listed below in pictures. This document is sent out for each summer camp attendee.
  
  TorBella Equestrian

*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. ↩