ComplaintsforSpokane Trail Rides and Boarding

• Initial Complaint

  07/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The owner *** had to cancel our reservation last minute due to the heat, which is very understandable. However, she now refuses to return phone calls, texts, or emails to get us rescheduled and will not refund our deposit. She has been most unprofessional in dealing with her customers, and at this point has stolen our money.

  Business response

  08/12/2021

  Hello.  Yes this reservation was to be rescheduled due to the 100 degree temps we experienced. This was explained to him that he can choose his dates online because he didnt know his schedule that day we cancelled. He did want to rebook the ride of course. I explained to **** it is very easy to re-book his reservation online when he knew the dates they wanted.on our easy book now button. His deposit would be credited towards his balance on the next ride he was to reserve. No problem. He chose not to follow easy instructions.
  

  He then processed again to call during harvest of hay season we were we were doing sunup to after late **************** literally working seven days a week doing 160 tons of hay hauling. I explain the busy season to him I was out of cell service most of that week working in the heat bucking hay. He was told that it is all online that he can rebook. The customer knew how to rebook that also deposits are nonrefundable if he chooses not to rebook. That is clearly stated on his confirmation. **** unfortunately is the one who became extremely rude and pushy he left several unnecessary emails texts and voicemails that when I returned to cell range were unreal. when he already had the solution on how to rebook online. **** was refusing to go online to look at calendar himself snd choose his own dates to reschedule, Unnecessarily rude in them and I completely stopped communicating at that point. He did not want to listen to easy instructions & do his own re-booking online. All reservations are done via the website and he was told he could have done that at any point in time. Due to his rudeness & demeanor in messages I  completely blocked this person, he is no longer welcome to reschedule. All deposits for non-refundable. Ty

  Customer response

  08/13/2021

   
  Complaint: 15630243
  
  I am rejecting this response because:

  Contrary to Jens comments I was extremely cordial in my response and requests to her for a refund. After she called to cancel, she did tell me she would text over available dates. The following day I let her know we would just like a refund. This is when she insisted I reschedule online and pay another non-refundable deposit, which can apparently be cancelled at anytime. My position is unchanged and any reasonable business would refund the original deposit after they cancelled their customers appointment.
  
  Sincerely,
  
  *************************

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