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:09/15/2025

  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.

  I had booked my reservation a week in advanced for my daughters 11th birthday, it was two adults and two children. For a trail ride for 4pm. In the email they did say arrive 30 minutes prior to your scheduled ride but it never stated if you were late there would be no accommodations. When I arrived with my family the workers seemed un welcoming, they continued working on the farm as if we never arrived. I then approached them and explained how we were late & why & they said our ride had already went out. We arrived at 4:20pm coming all the way from *****,**. They said if the next ride at 5:00pm were to not all show up thats the only way we could ride. But they were rude & disrespectful. When I asked if there was anyway we could get a refund she yelled thats it, in-front of multiple people. Then I chose to wait and stay to see if there was any possibility, the second group the last three came in at 5:20 which would have been around the same time we arrived. There was nothing in the email stating there wouldnt be a refund or a chance to reschedule. It was clear she was biased towards me and my family. Ive never felt so blatantly disrespected and uncomfortable in any other business. I travel the world often & go to different cultures and experience excursions. I dont feel like my paragraph explains the the tone and the racism we clearly experienced.

  Business Response

  Date: 09/15/2025

  Dear Better Business Bureau,
  
  ******* arrived at 4:30 p.m. for a 4:00 p.m. trail ride, despite being advised to arrive at 3:30 p.m. to avoid missing her scheduled ride. The other riders who arrived on time were assisted with mounting at 4:00 p.m. The pre-ride procedures were completed at 4:20 p.m., at which point we left the barn area to head out on the trail. The owner's daughter, who was feeding her 5-month-old baby in the barn, greeted ******* and explained that she had missed the ride due to her late arrival. Rides that have already departed cannot turn around for late arrivals, as it would disrupt both the ride and the riders who arrived on time.
  
  When the 4:00 p.m. ride returned, ******* was promptly greeted in the waiting area, along with riders waiting to go on the 5:30 p.m. ride, which was the next scheduled ride. This timing ensures that guests do not feel rushed, as there is 1.5 hours between the 45-minute to one-hour rides. Since it wasn't yet 5:30 p.m., ******* was advised to wait and see if any of the riders scheduled for the 5:30 p.m. ride were no-shows. If so, she and her late-arriving guests, who had signed up for the 4:00 p.m. ride, could take their place. ******* was informed that this was the best we could do to accommodate her after missing her ride.
  
  During that time, all staff members were busy taking photos of the riders who had gone on the 4:00 p.m. ride and assisting them with safely dismounting. The horses were cared for by offering them water and bringing them to the covered hitch area, where they could rest and enjoy hay before the 5:30 p.m. ride. There was no time to discuss arrangements for late arrivals apart from explaining that they could wait to see if there was room on the 5:30 p.m. ride. Once all scheduled riders arrived on time, ******* was informed that neither she nor her guests would be able to join the later 5:30 p.m. ride. *************** was offered ice cream, which they declined, and they left after expressing their dissatisfaction with the situation.
  
  The Ranch is deeply committed to creating fun adventures with horses for everyone. We welcome people from all walks of life, cultures, and geographical locations to enjoy the activities offered at the Ranch. It can be confusing and disruptive when guests are late and make demands while staff are caring for the horses and guests who have arrived on time. Cornerstone Ranch genuinely cares about its guests, staff, and horses, and takes great pleasure in creating these memorable experiences.
  
  The following is a history of the correspondence and booking information:
  The option for ticket protection on the rides had been deselected when ******* booked her rides. Had she opted for the readily available ticket protection at an additional fee, there would have been an allowance to rebook, and the ride price for rebooking four guests would have been waived. However, with ticket protection, there are no refunds for missed rides, only the opportunity for rebooking.
  When guests book trail rides, the terms and conditions they agree to upon booking include the following section about changes to start dates and cancellations:
  "**Changes to Start Dates and Cancellations:**
  If you need to modify your reservation, please don't hesitate to reach out! We will do our best to accommodate your requests, subject to availability. Changes made more than 48 hours before your scheduled activity will not incur any fees, but cancellations during this period will result in the forfeiture of service fees and ticket protection. Unfortunately, we cannot accept date changes within 48 hours of the activity start date. Cancellations made within 48 hours of the scheduled arrival, late arrivals and 'no shows' will incur a fee of 100% of the activity price, and all payments will be considered non-refundable."
  Guests are required to check the box indicating their agreement and understanding of the terms and conditions. A copy of the complete terms and conditions is attached.
  
  A confirmation email is sent to guests after booking to make them feel welcomed. This email recommends arriving at least 30 minutes before the scheduled ride to ensure they are not late. The wording in the confirmation email is as follows: "Please Note: All cancellations and changes must be made 48 HOURS prior to reservation time. Please be sure to arrive 1/2 hour before your scheduled ride. We would rather have you with us and don't want to depart without you if you are late! Come early and hang out around the campfire." A copy of the confirmation email is attached.
  
  An automated reminder email was sent on December 9, 2025, at 4:08 p.m., two days before the ride. The reminder states: "Please be sure to arrive 30 minutes before your scheduled ride to ensure you make it on time. We would rather have you with us and don't want to have to leave without you if you are late! Instead, come early, relax, and hang out around the campfire." A copy of the reminder email is attached.
  
  On September 15, 2025, an email offering 50% off rides for four guests was sent as a gesture to welcome them back to the Ranch for a future ride. Wording in the follow-up email begins as follows: "Dear *******,
  I understand that you arrived at 4:30 p.m. for the ride you scheduled on September 7, 2025, which was supposed to start at 4 p.m. on September 13, 2025. As stated in the confirmation email, the reminder email, and the terms and conditions you accepted upon booking, we kindly request that riders arrive at least 30 minutes before the scheduled start time to ensure a timely departure. I can imagine how frustrating it must have been to miss the ride. Unfortunately, since you arrived late, the ride had already departed with the other riders who arrived on time.
  It is essential to arrive on time to ensure a smooth and enjoyable riding experience for all our guests. I want to clarify that refunds are not available in this situation, as we had horses saddled and ready for you, and our staff had been scheduled to take you out. While we attempted to accommodate you on the 5:30 p.m. ride, all the riders planned for that time also arrived, leaving no extra spaces available.
  To make this right, I would like to offer you a 50% discount on a future trail ride for you and up to three guests. This is our way of demonstrating our commitment to your satisfaction. If you'd like to take advantage of this offer, please use the code MTavarez2025 when making your booking. This code is valid for up to four riders.
  We look forward to providing you with a fun riding experience in the future." A copy of this email is attached.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23887187
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 09/16/2025

  I feel that the context is misleading to say the least. But it seems were not coming to an honest understanding she only reached out to me after I left a long review and I had told her she will be hearing from me, it was to the point I was going to contact a lawyer but I decided to just go through the better business bureau. Why would I accept a 50% discount from a business that was rude unwelcoming & racist. Not only have they have multiple reviews on ****** with similar experiences. Its clear theyre use to taking peoples money and being discriminative. The simple and fair resolution would be to refund me of my money in the full amount or atleast half. This is beyond money this was the lack of treating people with simple manners and courtesy. Offering ice cream after screaming at the top of your lungs is beyond me. 

  Business Response

  Date: 09/16/2025

  Cornerstone Ranch is a family-owned business dedicated to providing excellent care for both its horses and guests. Guests are encouraged to arrive on time for their scheduled rides and are responsible for being late, not the other way around. The Ranch has done much as possible to help in this situation. Please note that, as stated in the terms and conditions, refunds are not available after the 48-hour period leading up to the rides.

  Customer Answer

  Date: 09/16/2025

  yes that would be if I received services which I did not. Ive took accountability and stated we could have arrived on time but I seen clearly and was told there was a 5pm scheduled ride were the other individuals arrived at 5:20. The lack of accountability is beyond me.
  Complaint: 23887187
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/17/2025

  Dear Better Business Bureau,

  A refund has been issued to Ms. ******* with the following message and a screen shot of the message and refund confirmation is attached

  As you mentioned in your BBB response, you would be satisfied with a 50% refund. We kindly ask you to accept this in good faith. It is important for us to have clear policies in place because the spaces were reserved, the horses were prepared, and other customers could have booked those slots. The Ranch is committed to providing people with the opportunity to enjoy **************** at fair prices. We cannot afford to overbook rides in the hope that some people will not show up, only to turn others away if all do.

  Best regards,
  ***** *******
  Reservation Support
  ************************************************************
  **************************
  Book Rides/See Schedule
  PayPal Link
  Visit your Ranch friends on FaceBook!

  Customer Answer

  Date: 09/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair 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.

  Complaint Against: Cornerstone Ranch Date of Incident: May 4, 2025 Businesses Involved: ******* and Cornerstone Ranch ?Description of the Problem:On May 4, 2025, I purchased a horseback riding experience at Cornerstone Ranch through ******* for $102. After completing the ******* purchase, I was directed to the Cornerstone Ranch website to sign a mandatory waiver. During that process, I was again prompted to enter my credit card information; which I did, under the impression it was for waiver verification or incidental charges. However, I was then charged an additional $162 directly by Cornerstone Ranch, bringing the total to $264 for a single experience that should have cost only $102 through *******.When we arrived at the ranch, staff never mentioned the *******, nor did they acknowledge any payment at all. We were simply placed on the horses and had the experience. It was never made clear that we were being charged again; nor was there any option or explanation about fees during the waiver process.?Attempts to Resolve:I made multiple attempts to contact Cornerstone Ranch after discovering the double charge:I left voicemails and sent several emails.Received no response, until I stated I would file a complaint with the Better Business Bureau. At that point, they finally replied, via text message, and said, their hands were tied, and that I had to contact *******, despite the second charge being made directly through their own website.We only chose Cornerstone Ranch because of the ******* offer, and I should not be penalized for following their required steps after the initial purchase.?Desired Resolution:I am requesting a full refund of the $162 charged by Cornerstone Ranch.I also request that they review and update their online process to prevent this kind of confusion and double billing in the future. The lack of communication and accountability is unacceptable.Additional documents will be attached showing proof of statement above.

  Business Response

  Date: 06/24/2025

  Our team's top priority is to ensure the safety and comfort of our guests throughout their entire experiencebefore, during, and after their rides. To provide a seamless and distraction-free booking process, we utilize a reservation system and require all discount codes to be entered at the time of reservation.
  
  It's important to note that Mr. ********* weekend ride, which lasted 45 minutes to one hour and was booked independently, was completed as planned. However, when Mr. ******* made the booking, the discount code he received was not applied because it was only valid for a weekday ride, which was reflected in the price he paid to the discount vendor. Since no redemption code was used, Cornerstone Ranch did not receive the funds from the discount vendor. If Mr. ******* had contacted us before booking the weekend ride, we could have researched the matter and clarified that the discount he purchased was specifically for a 45-minute to one-hour weekday trail ride.
  
  In light of Mr. ********* situation, the most appropriate course of action is for him to seek a refund directly from the vendor where he purchased the discounted 45-minute to one-hour weekday trail ride. I have assured Mr. ******* of my full support in this matter and expressed my willingness to promptly provide the necessary approval for his refund request from the discount vendor upon his initiative.

  Business Response

  Date: 06/25/2025

  Correction: Mr. ******* purchased a discounted two-hour weekday trail ride and proceeded to book a weekend 45-minute to one-hour weekend trail ride independently without a discount code. This was information was obtained by searching the discount code system. The discount is only applied when the code is entered into the reservation system during booking. The vendor providing the discount does not pay Cornerstone Ranch unless the code is redeemed during the booking process and the code is not disclosed to Cornerstone Ranch unless it is entered in the booking process.. Mr. ******* did not redeem the code because he did not book the type of ride for which the discount was intended. While this may seem confusing, it is a clear policy that has been in place for over 10 years without any issues. There is no deception involved when customers purchase discount codes, as the specific activity for which the code can be used is clearly stated. Mr. ******* may be eligible from the discount vendor for a refund for his discounted deal purchase.

• Initial Complaint

  Date:12/05/2024

  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 was 8 min late after driving 1 and a half hours to get to the ranch. I waited for about 30 min without seeing anyone. When I finally spotted someone, it was a woman who was very unwelcoming. She asked why I was waiting by a horse. She told me most people wait in another area that wasnt clearly marked as a waiting area. She told me my ride had taken off without me. Im very upset. I will have driven 3 hours by the time I make it home, yet I didnt even get to ride. I planned this trip weeks ago and was very excited. It felt unwelcoming due to my race being black. This business is advertised on Groupon yet when I tried to get my money back from them, Groupon informed me that the merchant redeemed my coupon in November although I wasnt scheduled to ride until today December 6

  Business Response

  Date: 12/05/2024

  Ms. ****** booked a ride scheduled for December 5, 2024 at 12:30 PM. We kindly remind our riders to arrive at least a half-hour prior to the ride start time to account for any potential travel difficulties, as we are unable to wait for late arrivals. Prior to the ride, reminders are sent out containing these instructions, directions to the Ranch, and other useful information.
  
  
  All riders who had booked the 12:30 PM ride were assigned their horses and began mounting at that specified time. Following the mounting and pre-ride instruction procedures, the group departed the barn area at 12:45 PM. At that point, Ms. ****** was not present on the property, as the parking lot is clearly visible from the pre-ride area.
  
  
  After completing her break, a staff member noticed Ms. ****** in a ****** with one of the horses after having opened a gate to access the area. Ms. ****** was directed to the waiting area where she was kindly offered a spot on the 2 PM ride. This option would incur an additional cost of $20, as the 2 PM ride is two hours long compared to the 45-minute to one-hour ride she originally booked. The staff member took the initiative to check the availability on a computer and confirmed this with Ms. ******* Although she appeared interested in the extended ride, she ultimately chose to leave without expressing a farewell.
  
  
  To address the situation positively, we have established a discount code, TCherry24, allowing Ms. ****** to enjoy a future trail ride at half the booking price. This code can be used twice, giving her the opportunity to bring a friend along if she wishes. We sincerely hope that Ms. ****** considers returning to the Ranch for a trail ride. We emphasize the importance of timely arrival for all rides, as early arrival helps to mitigate the effects of traffic or other delays. Our commitment to maintaining ride schedules is crucial, as we need to ensure the welfare of our live animals, staff, and other riders who have made their reservations.
  
  Copies of email reminders opened by Ms. ****** prior to the ride as well as Terms and Conditions agreed to by Ms. ****** upon booking were not successfully uploaded to the BBB portal and may be provided separately if requested. 

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair 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 bought a Groupon for a two person horseback riding experience for my daughters birthday. When I went to Schedule the ride there were hidden and unexplained fees that I was required to pay just to make a reservation. then on the day of our reservation with less than eight hours notice The reservation was cancelled, despite the fact Cornerstone Ranch requires 48 hours notice of their patrons they could not provide the same respect back to their patrons. I then spent more than two hours calling, emailing, sending ******** messages and texting the owner and over received a response. cornerstone ranch is more than happy to ruin a childs day and steal from a single mother. they are an awful business devoid of professionalism and integrity.

  Business Response

  Date: 06/10/2024

  As we stated in our email response to the guest when we refunded their payment: Our minimum age for trail riders is 10 years old, and we require a responsible adult ride with children under 18. We will occasionally make exceptions if the child is close to 10 in age if they have been taking regular riding lessons at Cornerstone Ranch. Unfortunately a child who is 6 years old (provided birthday 1/24/2018 in booking) would be too young for us to feel safe allowing them to control a horse in an open environment; safety dictates our policy, and we do best with a plan. We publish this policy both on our website, on our Groupon campaign, and again during booking, as well as including it in the terms and conditions signed off on when making a reservation. See attached screenshots to show each place this policy is posted, circled in red. For children ages 3-7, we offer pony rides, and ages 8+ may book riding lessons, both held in the enclosed riding ring or arena.
  
  This guest also has harassed Cornerstone Ranch by calling repeatedly, leaving more than 10 shouting voicemail messages, including the 6-year-old child being prompted by the adult/parent to say I hate you to the Ranch owner, and the parent/adult guest threatening to come to the Ranch and force our staff to put the child on a horse, as well as defaming us with hurtful, untrue falsities on our social media. As a small, family-owned business, we rely on our social media to help spread the word about what we offer, so undeserved negativity is particularly damaging. We respectfully ask this guest to please not contact us in any way again.

  Business Response

  Date: 06/10/2024

  As we stated in our email response to the guest when we refunded their payment: Our minimum age for trail riders is 10 years old, and we require a responsible adult ride with children under 18. We will occasionally make exceptions if the child is close to 10 in age if they have been taking regular riding lessons at Cornerstone Ranch. Unfortunately a child who is 6 years old (provided birthday 1/24/2018 in booking) would be too young for us to feel safe allowing them to control a horse in an open environment; safety dictates our policy, and we do best with a plan. We publish this policy both on our website, on our Groupon campaign, and again during booking, as well as including it in the terms and conditions signed off on when making a reservation. See attached screenshots to show each place this policy is posted, circled in red. For children ages 3-7, we offer pony rides, and ages 8+ may book riding lessons, both held in the enclosed riding ring or arena.
  
  This guest also has harassed Cornerstone Ranch by calling repeatedly, leaving more than 10 shouting voicemail messages, including the 6-year-old child being prompted by the adult/parent to say I hate you to the Ranch owner, and the parent/adult guest threatening to come to the Ranch and force our staff to put the child on a horse, as well as defaming us with hurtful, untrue falsities on our social media. As a small, family-owned business, we rely on our social media to help spread the word about what we offer, so undeserved negativity is particularly damaging. We respectfully ask this guest to please not contact us in any way again.

  Business Response

  Date: 06/10/2024

  As we stated in our email response to the guest when we refunded their payment: Our minimum age for trail riders is 10 years old, and we require a responsible adult ride with children under 18. We will occasionally make exceptions if the child is close to 10 in age if they have been taking regular riding lessons at Cornerstone Ranch. Unfortunately a child who is 6 years old (provided birthday 1/24/2018 in booking) would be too young for us to feel safe allowing them to control a horse in an open environment; safety dictates our policy, and we do best with a plan. We publish this policy both on our website, on our Groupon campaign, and again during booking, as well as including it in the terms and conditions signed off on when making a reservation. See attached screenshots to show each place this policy is posted, circled in red. For children ages 3-7, we offer pony rides, and ages 8+ may book riding lessons, both held in the enclosed riding ring or arena.
  
  This guest also has harassed Cornerstone Ranch by calling repeatedly, leaving more than 10 shouting voicemail messages, including the 6-year-old child being prompted by the adult/parent to say I hate you to the Ranch owner, and the parent/adult guest threatening to come to the Ranch and force our staff to put the child on a horse, as well as defaming us with hurtful, untrue falsities on our social media. As a small, family-owned business, we rely on our social media to help spread the word about what we offer, so undeserved negativity is particularly damaging. We respectfully ask this guest to please not contact us in any way again.