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:06/18/2023

  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.

  Last week my wife, ****, booked a drive on Oxotic's website. She paid $494.65 for a one hour drive. After booking the "experience", she received a text or e-mail (not sure which) that had the following in very small print, "At check in you will need to provide a credit card for incidentals. Such as fuel and maintenance fees...we provide a 20% gratuity suggestion...we will assume you have chosen to leave the suggested gratuity of 20% this will be charged to the card on file." My son immediately called to cancel, but was told the "office" was closed, and to e-mail them. We couldn't find an e-mail, so we used the "contact us" prompt on the website to ask for a refund (as we were not getting what we thought we signed up for). Multiple messages were left and not returned. As our calls were continually not returned, I was able to get through only by hitting the phone tree prompt to "book a ride". I finally was able to speak with an very rude man who told me only the manager can refund, so I asked for her to call us by 12 the following day. I never received a call. We received no service for the nearly $500 spent (and we immediately tried to cancel once we received the confirmation attached below). I would like a full refund.

  Business Response

  Date: 07/11/2023

  After performing my own internal investigation and speaking with all parties involved within my origination. I have come to the conclusion that ********** has been abusive towards my staff and I am outraged by his level of professionalism. Especially after discovering ********** has a small business of his own serving within the wealth management industry. His behavior over the phone calls we record should be an embarrassment. The way he spoke to my staff was out of line. 
  
  Mr. ********;has provided lies, exaggeration in his complaint to the BBB. He has also made verbal threats of defamation, harm to my business and harm to my property on  phone calls. We will not play the games ********** is asking us to engage in. He and his wife have harassed my staff and have made claims that they will go as far as using defamation in retaliation. Also statements were made using expletives that he would cause damage to our vehicles if he did come in and do his tour. He has a temper that needs to be addressed professionally. I am sure this type of behavior is not tolerated at his wealth management office. 
  
  They made their reservation online. They were made aware of our cancelation policy at the time of booking, they were made aware of the cancelation policy when they received booking confirmation. Our cancelation/refund policy is in several places on our website. This information has not moved in 10 years. ********** was upset and wanted a refund when he spoke to our agents because he did not want to tip the staff and pay for fuel for the vehicle he was renting. Our agent explained that the fuel was pre-paid and the gratuity was a recommendation and not mandatory just as it was stated in the email. This is clearly stated in the email. I do not believe this is why he wanted the refund . He had a pre-paid reservation that did not require any additional payments.
  
  I request this complaint be closed. ********** has already initiated a dispute with his bank. 
  
  Never the less our policy does not provide a refund but allows the client to reschedule their tour. We are transparent about the policy and he was made aware of both parties obligations before and after his purchase. Let me be clear. We have zero tolerance for threats of retaliation in the form of defamation, physical harm to our staff or our property. I will pursue legal avenues in the event ********** retaliates against my company. 

   

  Refunds & Cancellations
  
  CANCELLATION POLICY
  Due to the limited availability of our tour openings, we will authorize your credit card for 100% of the full cost of the driving package at the time of booking. We understand things come up, if you need to cancel your appointment we will allow you to move your appointment or bank your reservation for up to one full year from the date of purchase. You must notify us within 72 hours of your reservation otherwise a 20% cancellation fee will be applied and collected at the time of your rebooking.
  If you no-show at the time of your reservation without notifying us ahead of time, a 100% cancellation fee i.e the total cost of your tour will be applied. For larger group events reserving 3 or more vehicles we require a minimum of 5 days notice that you require an alternate date. 
  
  There are no exceptions to this cancellation policy.
  
  WEATHER POLICY
  Colorados weather can change in minutes, we try to be understanding and flexible when the weather isnt cooperating. You will have five years from the scheduled date to reschedule for an alternate date if it is cancelled due to weather. Weather cancellations can be for projected severe weather, incoming weather and/or precipitation (rain, snow or hail), we monitor the weather daily and give as much notice as possible to reschedule your tour.
  
  REFUND POLICY / MECHANICAL BREAKDOWN
  We do not offer refunds for canceled or no show reservations. Due to the nature of our business, we do have days where we run into delayed start times. These delays are usually due to traffic or incidents that are out of our control. If a delay occurs that is over an hour past the reserved start time, we will allow you to reschedule your tour within one year from the date of the tour. We do not offer refunds for delays as they are typically out of our control.
  We do not offer refunds for Gift Vouchers or Monetary Gift Card purchases made on Oxotic.com or through our sales office.
  In the event, we experience a breakdown or mechanical failure to the reserved vehicle for your tour, (when available) we will offer a similar vehicle of equal or greater value or provide you with a credit. Alternatively, will also allow you to reschedule at your convenience.  
  Gift Cards: Expired gift cards can be re-instated for a flat fee of $50 within 6 months of their expiration date, allowing an additional 6 months for the gift card to be used. 
  Groupons: Groupon vouchers do not cover fuel/maintenance costs, or any other upgrades. As per our company policy these additional costs will not be refunded.
  We do our very best to work with our customers and want to make sure you are satisfied 100% with your driving experience!
  PROMOTIONAL RATES
  We do not allow promotional stacking of discounts. Advertised sales can not be applied to pre-paid gift cards or tour packages that have been previously purchased. Gift cards are non-refundable.

   

   

• Initial Complaint

  Date:03/11/2023

  Type:Sales and Advertising 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 Groupon as a gift with this company. The Groupon is for a 15-minute tour and the Groupon price was $150 and is represented to be 40% off, so a value of $250. The Groupon is still available for purchase right now with those terms. I went on their website to book the tour, and it shows tons of availability, including on May 15 which is the date I would like to book. There are different cars listed, but the price is $150 (in other words, the same price of the Groupon, and $100 less than the represented Groupon value). The company will not honor the Groupon for this trip. They are telling me there is no availability until August 2023, which is after the Groupon expires. They are also telling me I can't book the car that is listed as available on the website because it is a higher price point than the Groupon, which is simply false. I would like help getting the company to honor the Groupon and allow me to book the tour for May 15.

  Business Response

  Date: 03/12/2023

  I had a chance to look at the customers complaint and do a bit more research. Specifically speaking the *** 15th date requested is indeed sold out for the 15-mile Groupon Tour. All 15 mile tours that are displayed in our reservation system may show availability but are treated differently than other tours that will black out when sold out. This is because there up to 3 vehicles we can choose from for this tour. It is also a software limitation of our reservation system. However, we cap the number of cars that can go out to two vehicles per tour. More on the reasoning for this stipulation below and it is mainly out of caution and safety for our guest, staff and others motorist  on the road.  This is a very popular tour due to the price point that it is offered at in comparison to our higher mile tours. With the lower price point can come some disadvantages. The client purchased a 3rd party voucher from a vendor that sells vouchers that require a reservation. Like most excursion services, our reservations are subject to availability.
  
  - This tour runs on a limited set basis; it does not run every day like our other tours. We do not add additional tours to our schedule. Our schedule is set similar to a train station. Set tours go out at set times.
  
  
  - Reservations like any service or excursion with limited capacity is offered on a first come first serve basis. Clients are required to make a reservation once purchasing their voucher. With Groupon vouchers clients must call ************ to make a reservation. In this case the client purchased their voucher approximately 4 months ago. The two reservations that have booked the two slots were made on 11/4/22 and 7/11/22. With these two reservations we are at capacity for the 15-mile tour on *** 15th 2023.
  
  
  - This tour is limited to up to 2 cars per run vs. the entire fleet which we can take out on our longer tours. (This is a safety measure limitation)
  
  
  - We only offer two of our vehicles to be selected by groupon customers. Reservations are offered on a first come first serve basis. Once they are reserved, they are committed to the client that made the reservation. This includes both Groupon customers and direct reservations. We do not show any type of favoritism nor bias.  
  
  
  - Due to the non-stop trip and very tight turn around location that we use on our 15-mile tour. (Which is technically 16 miles from door to door) we absolutely may not take out more than two vehicles on the 15-mile tour. This is a limitation of the access we must safely turn around the vehicles in a quick manor. This has been a policy for 10 years. We take the safety of our clients, staff, other motorists and our vehicles very seriously, this is a non-negotiable policy.
  
  
  - Because these tours book up in many cases months out, we honor the groupon voucher without enforcing any expiration. Meaning we do not expire vouchers. We do not penalize the client in any way. In this case the client purchased a voucher from a 3rd party vendor that has an expiration date printed on the voucher which is a use it or lose it offer. Our representative advised the client we do not enforce the expiration and the voucher will be valid until she has an opportunity to use it. We gave the client several dates in August which are our first available dates. Those dates are subject to change based on availability. There are many dates available for the remainder of the season for the client to choose from after the dates we provided. The specific date of *** 15th is currently booked with two other reservations. We are happy to put the client on a wait list in the event a booking opens sooner.
  
  
  - We also acknowledge that due to our popularity and these limitations along with the clients schedule or need for specific dates. Such as a client traveling from out of state on vacation.  Some clients may not have the flexibility to use their voucher which they purchased directly from Groupon. In these cases, we recommend they may receive a full refund from the vendor they purchased the voucher from. We will support the request; we can make the request on their behalf. But we recommend they contact the vendor they purchased their voucher from directly as this seems to be the most expeditious path. This is a very rare occurrence but if it does happen, we understand the need to cancel the order.
  
  
  - We did not sell the voucher to the client. We have not received money for the voucher the client purchased. Their purchase was made directly with Groupon. We do not control their pricing and/or discounting of the voucher. We are paid a portion of the cost of the voucher when the services are fulfilled directly from Groupon.  
  
  In Summary
  
  Our goal is to provide service. We have no intention of mis-leading clients or to make it difficult for clients to book our services. In this case the client purchased a voucher from a 3rd party that is subject to availability and requires a reservation. We did not charge the client for the services. Her purchase was directly with the 3rd party vendor (Groupon). The date the client is requesting is sold out and unavailable for the groupon voucher to be used as both vehicles have been booked for that date. We have many dates throughout the season available for the client to reserve. We will support the client if they want to request a refund as it seems they may have a specific requirement for a specific date which is unavailable for booking. We can also put the client on a wait list which we typically do not offer, since the client made the effort to submit a formal complaint, we will be happy to create a wait list notation on that date in the event one of the two clients cancels their reservation for *** 15th.
  
  We have served over ****** clients over the past 10 years. We have thousands of 5-star reviews across many platforms. We have earned those stars because of our above and beyond approach to providing services.  Our goal is to provide an excellent and memorable experience. We try to make booking simple and easy for our clients and deliver a 5-star experience. Due to our popularity and being a small business, we do have limitations that we work within. There are only so many tours that can go out daily, there are only so many vehicles in our fleet. Above all we take safety of our guests, staff and property very seriously. In this case the 15-mile tour is capped to just two vehicles under safety constraints. We have available dates for the client to book. We acknowledged the client can request a refund from the vendor they purchased the voucher from. We would have provided a refund immediately if requested, however we did not sell the voucher nor did we charge the clients credit card from our merchant account. If the client does not want a refund, and absolutely must have a *** 15th tour date. We will allow the client to apply their voucher value towards any of our other tours available on *** 15th. This is not something we typically offer for Groupon customers as the price paid for groupon vouchers can differ based on the sales they run. The client would need to cover the difference and that price will depend on the tour they choose. Those are our only options as the 15 mile tour on that specific date is sold out.
  
  
  I apologize for this being a lengthy response, but I feel the client is owed an explanation around the way our services are offered and the guidelines they need to be aware of. It is very rare that we get a complaint of this nature and when we do I try to be as flexible as we can.  
  
  
  *************************
  CEO
  Oxotic Supercar Driving Experience