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:05/10/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Due to a recently broken foot, I was unable to participate in the "Coyote Gulch backpacking trip" scheduled for May 6th (R135618).I acknowledge since I do not have insurance that this circumstance may not permit a refund; however, I was hoping to transfer my reservation to a future trip once my foot has sufficiently healed.It feels unfair to me that while I am unable to join the trip due to circumstances beyond my control, the company is unwilling to transfer my reservation to a later date. Especially since the trip is proceeding without me, therefore incurring minimal incremental cost to their business. I believe it would be reasonable to allow me to use my reservation for a future trip once I am able to participate again, but they seem unwilling. I have tried several times to discuss this with them, however they are unwilling to entertain rescheduling me, or even provide a discount on a replacement trip. I find this behaviour from a company very unscrupulous. Especially since this is a trip guiding company, and since the trip proceeded without me, there was little to no incremental cost to the business.

  

  Business Response

  Date: 05/11/2024

  Hello *****,

  I'm so sorry you were injured and hope your ankle is healing well. I absolutely understand the frustration you're feeling around this situation. I've been in similar situations where I chose to not purchase insurance, and then an unexpected event disrupted my plans. It really is difficult to stomach.

  Having said that, we must stick with our terms and conditions for everyone. If we made exceptions for some people, it's not fair to others who feel they deserved an exception, but did not receive one.

  The exact language for cancellations within 30 days is:

  "If you cancel or leave a trip for any reason:

  - Less than ****************************** once the trip has begun, there will be no refund or trip credit issued. We highly recommend your purchasing trip insurance to protect
  your investment."

  Also in our terms and conditions we address trip insurance, which all guests sign:

  "...I acknowledge that I have been informed of the benefits of travel insurance. If I choose not to procure travel insurance I understand that I may be at risk to financial loss and/or
  additional expenses due to the disruption of my trip because of unforeseen circumstances."

  You cancelled on Apr 25 for a May 6 trip: 11 days prior to the start. We turned away guests after you registered, and with 11 days it's nearly impossible to fill that spot. We are limited on the size of groups we can accommodate, and also the number of groups we can take. So while you're correct that the expenses of the trip were largely unaffected by your absence, we turned away potential guests after you reserved your spot. With only 11 days notice, it was nearly impossible to re-fill your spot (it remained unfilled.)

  What I can do is offer you a 60% discount off a future USA backpacking or basecamp trip. I've made note in your file that this offer has been extended, so if you would like to take advantage of it, simply mention it to our Adventure Consultants and they will honor it.

  My best,

  *****

  Customer Answer

  Date: 05/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I find this offer to be more in line with what I was expecting. I wish they had offered something similar to this in the first place as I would have willingly accepted this offer.  Thank you very much for your help!
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:10/22/2022

  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 paid for a trip with Wildland Trekking. The trip was out of ***************, ****. Per their documentation: This area can be subject to very dangerous flash flooding. We schedule the trip dates for the driest times of the year that are still warm enough to enjoy the slot canyons. If moderate to significant rain turns up in the forecast as the start date approaches, the trip will be rerouted to the spectacular ************ Trail backpacking trip, also in Southern ****. Both trips are Level 4 difficulty and can be done in 5 days. This determination is made 2-3 days before the trip starts. Wildland Trekking cancelled the trip approximately 14 hours before we were scheduled to start. Had they made this determination in accordance with their policy I would not have suffered these costs.I believe that they should reimburse me for my travel and lodging expenses.Best Western $348.64 Uber $56.34 Uber $45.91 Airline $976.20 Hyatt $202.27 Total $1629.36

  

  Business Response

  Date: 10/23/2022

       Thank you for reaching out with this complaint, and giving us an opportunity to respond.

       We operate trips in areas that can be subject to unpredictable, severe and even dangerous weather events. The trip this guest signed up for was our Slot Canyons Traverse in ****. We schedule this trip for the driest months of the year, because if a group is caught in this slot canyon when it floods, it can be deadly. Our #1 priority is guest safety. In this situation a hurricane pushed moisture up from the Pacific and the weather forecast changed dramatically shortly before the trip. Our normal backup option for this trip was also problematic because of the severity of the forecast.

       We offered this guest, and the other guests on this trip, the option to transfer to other tours that were still able to proceed. This guest turned down those options, so we refunded them in full, and are sorry the trip was unable to run.

       Our terms and conditions are clear that if we cancel a trip, Wildland Trekking is not responsible for other expenses guests incur, such as flights, hotels...etc. The exact language in our term and conditions - which this guest signed, as all guests do - is as follows:

  "The Wildland Trekking Company (WTC) and Wildland ****** (WL) reserve the right to cancel any trip because of internal reasons including, but not limited to, inadequate signups, loss of staff due to injury or illness, and significant damage/loss of inventory. If WTC or WL cancels a trip due to internal reasons, a refund of the total amount paid will be given, including the deposit. WTC and WL are not responsible for additional expenses incurred by preparing for the trip (for example: non-refundable advance purchase air tickets, clothing, equipment, **** fees, medical expenses, etc.)."

   

  Customer Answer

  Date: 10/24/2022

  The hurricane pushing rain into the area was not a sudden, *********************.

   

  As stated on their webpage about this trip:"If moderate to significant rain turns up in the forecast as the start date approaches, the trip will be rerouted... This determination is made 2-3 days before the trip starts."
  

  
  

  

  Business Response

  Date: 10/25/2022

  This trip was cancelled due to dangerous conditions beyond our control, and the guest was refunded in full. 

  Customer Answer

  Date: 10/27/2022

  Wildland Trekking has not addressed the crux of my complaint which is that they say, on the trip webpage, that an inclement weather determination will be made 2-3 days before the trip starts.