Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:17/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 1 day horse camp experience at $***** for my granddaughter who was visiting me from out of town during spring break. My granddaughter became sick during the night with a high fever so she was unable to attend on Thursday March 30th. Hoping that she would be well the following day, I contacted the stables and they said there was room for her to attend on Friday the 31st of March. On Friday, she was sicker than the day before and unable to talk so she did not attend that day, and I informed the stable that she would not be able to attend. Upon taking my granddaughter to a doctor that day, it was determined that she had a chest infection.
  
  I have emailed Sagehill Stables numerous times requesting a refund and they refuse to provide one.
  
  My granddaughter lives out of town so I do not know when she will be in the city with me again and able to use the credit Sagehill Stables has indicated they will provide: it could be years. I am not of an age where I have the inclination to use the credit at the horse farm for a personal horse experience. I simply request a refund of $*****.
  
  ***** **** *** ********** ** *** **** ******** ******** ***** ** *** *** ******** **** * ***** **** **** ******** **** **** ** *** ******* 

  Business Response

  Date: 26/04/2023

  We do not offer refunds for any of our programs as is indicated on both our website and Eventbrite events.  Instead we offered Rosemary via several email exchanges to use the one day camp fee towards a program for herself or her grandchild or another family member/friend.  We have programs (both riding and non-riding) for all ages and abilities, and have clients ages 1.5 yrs to over 80 years old that enjoy the healing power of horses.

  Customer Answer

  Date: 26/04/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response. Here is why. Given my granddaughters illness, and given she does not live in Winnipeg. I do not have an opportunity to use the credit for another experience for her. Given that I am a senior and have no interest in horse back riding, nor I am physically inclined to, * **** ** ** ************* *** *** ******** ** **** *********** ***** ** *** ** ******** ******** *** *********** ** *** *** ****** *** ****** *** * ***** **** ****** ********** ***** ** *** ******* ***** **** ***** ****** ** ***** **** ** ** ** ***** ********. I realize that the business has a no refund policy; however, I thought that maybe **** *** ********** *** ** *********** for good will. ********** ****

  
  
  Sincerely,
  
  
  
  Rosemary ****

  Business Response

  Date: 02/05/2023

  This particular complaint and this type of complaint in general is extremely upsetting and stressful as a business owner.  We make it very clear before clients register for an event or program what the refund policy is.  The fact that someone wants to go out of their way to discredit our business for a policy that was made clear to them before they registered is extremely disheartening, and especially since we have altered our policy for them to help resolve the situation.  Our horses need to be fed and cared for regardless of whether students show up for camp.  Our coaches and other bills need to be paid for regardless of whether kids show up for camp.  Students that cancel at the last minute leave no opportunity for us to be able to fill the spot with another student.  Several other students were also sick that week or couldn't attend due to family emergencies, so we have offered the same extension on our cancellation policy, to use the credit towards another program at a future date.  This will mean that we will lose money on these future programs but at least we can cover our over head right now.  We are looking for clients that understand that our horses come first.  We will not be offering this client anything other than what we have offered the other camp kids that missed days that week.  Thanks.