Business ProfileforMystic Falls Tours

I booked a 3-hour tour in Aug 2020 for Sept 24, 2020 in the 2pm-5pm time slot. Due to thunderstorms and downpours, they canceled the tour and informed us minutes before the start time. We don't live close by so we had already made the long drive to *********. We visited their gift shop and agreed to a "credit" for the purchase amount and were assured (verbally) that we'd have priority to rebook our tour at another time. We were not given any stipulations at that time.I called several times to reschedule because that is what I was told to do. Since we had credit and our names were written in a book of rainchecks, I was told I shouldn't book online because that wasn't how it worked when the tickets already existed. Every time I called I was told they were booked and to call back. I also left messages on their voicemail that were never returned. I finally reached a man who told me that emailing is the best way to reach them. Of the numerous emails I sent, only one was answered. This pattern went on for almost 2 years.I recently asked for a full refund since we are unable to reserve a spot and after all this time I am no longer interested in the tour. I was denied a refund and told it's due to me asking for it after 1 year since purchase. Well, I've tried multiple times to reach them within the first year and thereafter and the only way I received a reply was through ******** messenger. I hadn't tried to reach them through that service until yesterday.All I want is a full refund. They have been ignoring me for 2 years and now they act like it's my fault the tour couldn't be rebooked. I tried...I'm not sure what else to do so that's why I'm contacting the BBB. Thank you.