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Business Profile

Guide Service

Glacier Tours on the Matanuska

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/29/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My group and I participated in a glacier hiking tour organized by Glacier Tours on the Matanuska on May 29th at 2 pm. There were a total of eleven participants, led by one guide from Glacier Tours on the Matanuska. However, the guide didn't give any instructions and significantly distanced from half of the group. During the trip, two other people from my group and I fell into the deep water as the ice collapsed, even though we were less than 2 feet away from people who had passed by. The thin ice covering the water made it difficult for individuals without prior experience to distinguish it from the intended path. However, we were left uninformed about the correct route to follow, and the guide had failed to warn us about the potential risks that required our attention. This incident occurred within the first half-hour of the tour, significantly impeding our ability to complete the intended journey.Furthermore, upon our return to the camp, the staff repeatedly assured us that towels would be promptly provided. However, despite their assurances, we were left waiting for half an hour without receiving any towels. The three of us were left outside, injured, cold, and uncomfortable.The first aid measures at the campsite are very limited. The lack of proper guidance, awareness of hazardous conditions, and insufficient safety protocols of Glacier Tours on the Matanuska have not only jeopardized our lives but also raised serious concerns regarding their standards.We tried to communicate multiple times with Glacier Tours on the Matanuska, asking for a full refund for the trip since the trip was not completed and the incident of falling into the water was the fault of the company. However, all our attempts have failed, and we haven't received any apologies or comfort.Based on our experience, we are asking your help in protecting our rights and urge Glacier Tours on the Matanuska to: Refund our trip, cover the repair cost of the camera and apologize to us.

Glacier Tours on the Matanuska is NOT a BBB Accredited Business.

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