Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** refused a refund for a non rendered service. Service was cancelled due to a presidentially declared disaster. Service was purchased after the disaster and after the merchant was aware of the damages from the storm. The high waters caused by the storm is the cause of the service being canceled. The company refused a refund and instead provided a gift card and stated they would not do a refund for canceled services. Business was unhelpful and not understanding during a time of economic and emotional distress caused by a FEMA declared disaster. A refund for non rendered services is all that was needed and expected.

  Business response

  06/27/2024

  The customer expressed extreme dissatisfaction with our no-refund policy when he contacted us about a reservation. He did not ask for a refund. Despite our efforts to inform customers of our policy and the ongoing closures due to weather conditions, he remained upset.
  
  
  We have been actively posting updates about our closure on social media since June 3rd, and the reservation in question was made on June 22nd. While we were initially optimistic about reopening by June 25th, unforeseen circumstances, including a southern storm, prevented us from doing so. As soon as we received official notification from the **** of ********* and the City of **************** that we would not be able to open until July 3rd, we promptly reached out to all affected reservations and issued gift cards as compensation.
  
  
  It's important to note that ****************** and Ms. ***** are repeat customers who are familiar with our policies. Our no-refund policy is clearly stated during the checkout process, and customers are reminded of this policy before finalizing their purchase. Additionally, this information is prominently displayed on our website.
  
  
  During our conversation with ******************, he expressed frustration with our policy and threatened to contact his credit card company for a refund. We understand that our policy *** not be agreeable to everyone, but as an outdoor recreation service, we have no control over weather-related factors that *** impact our operations.
  
  We appreciate your understanding in this matter.

  As the owner,  I am deeply unsettled with this situation as I am almost a 5 star raring. With that said, misunderstandings happen and when ****************** and Ms. ***** want to use their gift card, I would like to offer an extended time complimentary.  

  Customer response

  06/27/2024

  I am rejecting this response because:   
  

  1) I have requested a refund for services not being rendered multiple times and the business in questions refuses to provide a refund for a repeat customer. 
  

  2) Earlier this month, a presidentially declared disaster significantly impacted *****. Despite being aware of this, your business continued to accept reservations without informing customers that the lakes were closed, and you have since refused to provide refunds. This constitutes a deceptive trade practice, as you knowingly allowed bookings for services you could not provide.
  

  3) Relying solely on social media to communicate these closures, rather than using your official business website, is misleading to customers who do not use social media.
  

  - I expect your business to act ethically and issue a full refund for the services that could not be provided. This situation goes beyond a typical inclement weather rescheduling; it involves a presidentially declared FEMA disaster that has made it impossible to deliver the promised services, yet your business continues to collect fees.

  Being a repeat customer, I expected my wife and I to be treated better.  

  I have repeatedly requested a refund for services that were not rendered, yet your business continues to refuse. This response is unacceptable and a gift card is not an acceptable form of making this right. 

  
  
  
  

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