Complaints

This profile includes complaints for SunBuggy Fun Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SunBuggy Fun Rentals

  Oceano, CA 93445-9701

• 

  SunBuggy Fun Rentals

  307 Pier Ave Oceano, CA 93445

• 

  SunBuggy Fun Rentals

  897 Oak Blvd #257 Pismo Beach, CA 93449

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:05/09/2023

  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.

  Res #100004741
  1:30pm 4/15/23
  1 Maurauder XP 60 min.
  
  I booked this sun buggy rental for my wife's birthday and we planned an entire weekend trip to do this. When placed in the buggy, the worker did not tell us any instructions on how to put our seatbelts on. The worker started the choke and told me to push on the gas pedal for it to work. My wife in the meantime is trying to figure out her seatbelt and realized it was clearly missing straps/piece because she was unable to don it herself. I turned the buggy around and we were back at the starting point within 10 minutes from our start time to ask for help. The worker apologized and said "I am so sorry, this should never happen". He went to grab another strap for the seatbelt and came back to try and fix it. He was unsuccessful and left us sitting in the buggy, continuing on with his day while we wasted our time we had paid for. In the original reservation email, Sun Buggies claims you will get your full ride time. When we realized the worker was not coming back to help, we got out and proceeded to ask 3 workers for help, all saying "sorry" and could not help and would not give us their names. We are seeking a full refund due to not being able to complete the experience we paid for due to the company's dysfunctional seatbelt/employee's lack of knowledge in donning the seatbelt. Our full payment was $243.46. We were offered a gift certificate, however we are from Chicago and will respectfully never give business to this company again due to lack of safety and very poor customer service. We have reached out to this company, their email system, and called the office COUTLESS TIMES (10+) since the incident has occurred trying to gain clarification with no resolution and no callbacks after managers said they would. We sent a video and photo of proof to the company. The manager came back at us saying there is nothing wrong with the seatbelt but clearly there was an issue because the employee had NO IDEA how to put it on.

  Business Response

  Date: 09/28/2023

  Hello,
  

  The terms of your bookings are:
  
  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.
  
  You can get your ride time however, there are no refunds. These are and will continue to be the terms. 

  You sent us a video of a four point harness seat belt without any parts missing. The clasp part of the belt (really the only piece that could be prone to mechanical failure) appears to be nearly brand new particularly when contrasted to the also working drivers side seat belt in the video which is slightly browned from age. It's puzzling how the driver could operate this same kind of seat belt but the passenger could not, as if you two were not on speaking terms, even more so to state that staff members wouldn't know how to operate the same kind of seat belt that has been in used in our Dune Buggies for 20 years.   

  We do get busy on a Saturday and when you need assistance you will have to wait your turn to be helped, no jumping in line as that's not fair to other guests. Sorry you didn't feel like waiting for your turn.

  Despite all the confusion of your complaint, we will offer you a complete "Re-Fun" wherein you can come out and try again.  No refund is due.

  We hope you'll give it another shot on a day with great weather, it's a really fun experience!

  
  Sincerely,
  SunBuggy Quality Assurance

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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.

  Fraudulently charged a credit card again after issuing a refund. No one will return my calls and they charged my card a month after refunding my money

  Business Response

  Date: 09/28/2023

  The terms of your bookings are:
  

  All Sales are final and paid at the time of reservation, and any ride time lost due to mechanical failure not the fault of the customer is compensated for with additional ride time only.

  You can get your additional ride time however there are no refunds.
  

  These are and will continue to be the terms. 

  Off-Road Driving is inherently fraught with risks, including mechanical issues and breakdowns. While issues like these cannot be completely mitigated, we do allow for additional ride time so that you do get the ride time you paid for.

  We continue to have ride time on file for you for up to 2 years and hope you take us up on your ride time to come out to have a better experience.

  Thank you,
  

  SunBuggy Quality Assurance Department

   

• Initial Complaint

  Date:04/17/2023

  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.

  On April 4, 2023, we called Sun Buggy after calling a couple other ATV rental places who said they were closed or unable to take reservations for another day or two due to high levels of water in the creek on the beach. Knowing SunBuggy had a large "dune buggy shuttle", we thought maybe Sun Buggy had the ability to cross the creek and called them hopeful we could make a reservation for 3 teen riders and one adult. We were told they were unable to run that morning but would be clear to take our reservation for 3pm that afternoon, and we needed to show up at 2pm (an hour early). They asked for a credit card number to hold the reservation, which we thought we'd better provide since surely all the other people wanting to ride that day would also be reaching out to Sun Buggy, the only company taking reservations.
  
  At 2pm, we arrived for our check-in, waited around for awhile (about 30 minutes, I believe), only to be told that there would be no rides that day, and to reach out to a certain email address for refund of the charges ALREADY CHARGED. We could not believe Sun Buggy would charge our card not even sure they could provide the service that day, but they had. While the $500 security deposit was not charged, the $562 rental fees had been. We promptly reached out as instructed and received an email back saying we would have "credit with the company" for up to 2 years. This is absolutely outrageous. This company should never have charged anyone's cards until they know the rides were going to happen. While they did advise that if WE cancelled, we would lose our charges, we did not cancel and showed up as instructed. Despite numerous emails to the company, we have received no response other than they will not provide a refund. The customer service person there will not provide any information other than that this is a management/quality assurance issue, and we have emailed quality assurance multiple times with no response. We advised company we would be contacting BBB.

  Business Response

  Date: 05/11/2023

  Reservations are paid for at the time of reservation and all sales are final.

  We often do not get advance notice of park closures and when we know the park will be closed we don't take reservations for those times. Customer is making false accusations that we booked for a time when we knew the park would be closed and they have no firsthand knowledge of this it is speculation and it is false.

  Policy is clearly stated on our website as follows:

  *NOTICE: Due to recent heavy rains and high water levels there have been intermitent Oceano Dunes park closures.
  If you cannot ride due to a park closure you will be permitted to reschdule for a future date, however there are no refunds all sales are final.
  

  We do have ride credit on file for this guest when they are ready to come visit.  Park closures are becoming less frequent as we are farther from rainy season and the beach is being restored by the tide washing sand back in.

   

   

  Customer Answer

  Date: 05/15/2023

  
  
  
  
  I am rejecting this response because after showing up for the appointment as the vendor requested, and the rides were cancelled, we were given a number to contact to obtain our "refund", as communicated by the personnel at Sunbuggy. We followed these instructions immediately in good faith, fully expecting Sunbuggy would refund our money (let alone our shock they even charged the card under these circumstances), not offer a credit. This is not a refund. A month later, after may emails, attempted phone calls (they are not answering the phone, emails are unreturned), and this BBB filing, we still have not been issued a refund. We do not live in the area and do not plan to be back in the area for ATV riding.

  Additionally, we are not speculating about other ATV rental companies in the area not accepting reservations, as we called two others. It is in bad faith for Sunbuggy to have accepted appointments AND CHARGE CREDIT CARDS in the first place for something they knew would likely not be viable. It is beyond me how a business can operate in this manner.

  
  
  
  Regards,
  
  
  
  R***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/16/2023

  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 booked four ATV’s for a ride date of 3/13/23. The location was shut down due to flooding. Sunbuggy did not reach out to me, although the site workers say it had been closed at least a week or two. I drove hours in, rented a room, all for this activity for my daughters birthday and lost out on memories, and money. I called to request a refund, and was told there were no Supervisors at the call center, nor do they take phone calls. The call center reps were very unprofessional and rude. I spoke to several. I was finally given a QA email to request a refund to and was told I would get a response and refund within 48hrs of Sunbuggy receiving the email, it has now been 4 days, no response, no apology for being inconvenienced , no offers to make it right. Nothing!
  I decided to to reach out once again before this complaint, however still no response.
  The hotel manager was even confused stating, the creek is flooded, why did they even book you guys knowing that? That’s exactly my question as well.
  But regardless, if they need more time to refund etc, the professional thing to do would be to respond to emails, and be more professional when customers call in. The inconvenience were to customers, not anyone else. I traveled very far to come out, as I have been some years back and had a ball. However my daughters bday plans were completely derailed.
  Please provide extended training to call center reps, they should not be so rude to customers that have already been inconvenienced and spent money that they can’t spend right at that moment again to find other plans to do. We rented a room, a car, gas, paid for ATVs, ($644.88) plus insurance…..and nothing. Not even an apology when I called in. A response is the least I could’ve been provided. No services were provided on 3/13/23.

  Business Response

  Date: 03/16/2023

  This reservation was refunded and customer received refund.

  Here is customers repsponse:

  
  Thank You for the refund, I’m waiting for it to be processed. I reported the issue to BBB before receiving the refund email, but you can respond saying a refund was issued and it is in the process of being resolved.
  Please let Mr. Jordan know to please offer more training to his call center reps. Destiny is very rude and unprofessional. I heard a whole personal conversation between her and other background reps before she decided to greet the call, that was very unwelcoming. Please speak about the importance of communication between the site and the call center as well. Transaction was taken on 3/10 for a 3/13 ride, the location was closed by then so I’m told.
  Thank You again for the refund, if you have any vouchers to offer for the inconvenience of booking a hotel, a rental, and a failed birthday plan for my child…. That would be appreciated. I will try the Vegas one next go round if so.
  
  Thank You. -God Bless
  R.****

  Customer Answer

  Date: 03/16/2023

  
  
  
  
  I am rejecting this response because:
  I was not contacted by the business for an apology or a response to the training recommendation for their unprofessional, miscommunication, and rude representation.nor did anyone respond to my email. I did however receive a refund RECEIPT for $644.88, however I have not yet received the actual refund into my account as of yet. I will respond accordingly once I receive an actual refund, and am contacted with an apology regarding this issue. I sent them a message recognizing the receipt, and further my complaint about their customer service, and instead of responding to me, they responded to the BBB with my email attached. Very unprofessional in the offices.

  
  Regards,
  
  
  
  R******** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
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  Business Response

  Date: 03/16/2023

  The customer has been fully refunded.

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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.

  We rented an ATV from this place knowing we had to put a $1500 deposit. After my son flipped it with minimal damage Sun Buggy then charged my credit card without authorization $3000.00 for "damages" that they cannot explain. I have read multiple reviews after the fact and the same thing happened to multiple people.

  Business Response

  Date: 01/25/2023

  Customer contracted to rent from us an off-highway vehicle for recreational use. The contract signed by the customer (attached) includes the following language:
  "I agree to be personally liable and my children and any minor for whom I am the legal guardian, I will never financially responsible for all loss of and damage caused to any OHV, directly or indirectly institute any legal, equitable, administrative, or other other vehicle or equipment covered by this agreement, regardless of action, complaint, or proceeding, or in any manner assert any further whether or not I have forfeited a damage deposit. .. I also agree to pay Sun Buggie Fun Rentals, and the state of California, or their shareholders, for the loss of use of any OHV or other vehicle covered by this agreement damaged by myself or other riders, at the daily rentals rate from the date of damage until repaired and replaced in rental service, not to exceed 14 days. I hereby authorize Sun Buggie Fun Rentals to recharge my credit card account provided as part of this transaction for any and all additional losses, damages, and and loss of use charges I may incur under the terms of this agreement. I agree to pay for damages and other additional fees that may be incurred associated with this contract including but not limited to associated legal fees to defend Sun Buggie Fun Rentals, and to this end agrees to leave either a credit card on file with Sun Buggie Fun Rentals and sign an accompanying authorization form, or a cash deposit in the amount of the above deposit total. Cash deposit will be returned at the end of rental period after a Sun Buggie Fun Rentals representative has determined that no additional costs are due. I agree to pay for any additional fees associated with this contract even if they should exceed the amount of the deposit or the amount which can be charged to the card left on file. There is a $150 administration fee if you dispute your credit card charge in breach of this agreement."
  In accordance with agreeing to these terms, customer provided a damage deposit of $1500. This is the standard fee we charge for a rollover of a vehicle, at least because of the extensive diagnostics that must be performed, whether or not evident damage exists, to ensure that the vehicle remains trail-worthy after such a significant event. 
  Customer then proceeded to roll the vehicle over, which is not an easy feat. We therefore retained his damage deposit. The actual damages exceeded the amount charged customer.

  Damage report attached.

  
  

  Customer Answer

  Date: 01/26/2023

  
  
  
  
  I am rejecting this response because: The statements made were not accurate please read Casey's email to (Attached). The report is a fraudulent report dated on the day we reserved the unit. When we called on January 17th Casey had said he did not have a report yet and would be proving one. So therefore, it does not coincide with the email correspondence Casey sent. The unit UW205 did NOT flip it tipped on the side on a steep dune which happens (often) and did not cause any damage to the unit just a low tire. It did not need a recovery unit it was driven back to camp with no problems. We were also never told we would be charged for another unit one was just given as a replacement. When we called Casey, he refused to give us his full name or email and has never provided anything showing what we would be charged. Casey said he would provide photos of the damage and a breakdown of the cost which has never been provided. It has been 60 days since this charge of $3,000.00 has been on my account. I find it very strange when reading the reviews on multiple sites online there are multiple complaints with people being charged for no reason the same exact amount that they are trying to charge us. This business should be investigated and shut down for their illegal practices! 
  
  
  
  Regards,
  
  
  
  J*** *********